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Demystifying User Experience - General Assembly

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My introduction to UX evening at General Assembly Sydney.

My introduction to UX evening at General Assembly Sydney.

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  • 1. USER EXPERIENCE Demystifying it with Mike Biggs @MetaMikeBiggs
  • 2. A BIT ABOUT ME 2 Mike Biggs Instigator, Digital Strategist, Product Innovator, Management Consultant, Agilist, Lean UXer….. essentially a T-shaped person.
 Places and projects: ▫︎Currently work at ThoughtWorks ▫︎Previously worked in digital agencies, NSW Government, Freelance.. ▫︎Clients (past & current) include: CommBank, Vodafone, Macquarie Bank, Perpetual, Toshiba, MTV, VMware, The Rocks/Darling Harbour Precincts, Gatorade… ▫︎Interesting stuff I’ve done: an Instagram rip-off, Hackathon Mentoring, Smart forms (that’s right, forms are interesting!), Soccer viewing iPad app.
  • 3. Your experience of tonight is governed by your expectations as much as what is actually delivered. 3
  • 4. A BIT ABOUT YOU 4 Tell me about yourselves: ▫︎Developer vs design folk ▫︎Delivery vs business people ▫︎New vs seasoned
  • 5. WHAT YOU’LL LEARN 5 ! ▫︎Understand what we mean when we talk about UX (User Experience) ▫︎Where has it come from? - the need of humans… ▫︎Where it lives ▫︎The UX process ▫︎What are the deliverables ▫︎Environments ▫︎What Next?
  • 6. UX HISTORY 6 1988
  • 7. UX HISTORY 7 1998
  • 8. WHAT IS UX? 8 ! ISO 9241-210 Human Centred Design ! [1] defines user experience as "a person's perceptions and responses that result from the use or anticipated use of a product, system or service".
  • 9. WHAT IS UX? 9 ! “User experience has broadened into being: every single touchpoint your that forms your business - your brand.” -Velvet Onion
  • 10. WHAT IS UX? 10
  • 11. WHAT IS UX? 11
  • 12. WHAT IS UX? 12
  • 13. WHAT IS UX? 13
  • 14. WHAT IS UX? 14
  • 15. So..where does UX live? 15
  • 16. WHAT IS UX 16 Living in a Silo? ▫︎An excellent structure for holding knowledge ▫︎Also excellent at withholding knowledge ▫︎Ensures UX is done RIGHT ▫︎Does not ensure UX is actually done ▫︎IS a bottleneck ▫︎Does not address cultural change ▫︎Commonly found in Waterfall environments
  • 17. WHAT IS UX 17 Cross functional UX? ▫︎Everyone’s responsible ▫︎Can also mean no one’s responsible ▫︎Potential consistency issues ▫︎Huge cultural advantages ▫︎More common in mature Agile environments
  • 18. If UX is problem solving, then a UX designer is a facilitator. 18
  • 19. What problem are we solving again? 19
  • 20. 20
  • 21. WHAT IS UX 21 At its heart, UX design aims to solve the problem of usability. Usability is defined by 5 quality components: ▫︎ Learnability: How easy is it for users to accomplish basic tasks the first time they encounter the design? ▫︎ Efficiency: Once users have learned the design, how quickly can they perform tasks? ▫︎ Memorability: When users return to the design after a period of not using it, how easily can they reestablish proficiency? ▫︎ Errors: How many errors do users make, how severe are these errors, and how easily can they recover from the errors? ▫︎ Satisfaction: How pleasant is it to use the design?
  • 22. WHAT IS UX 22 Examples: Good and Bad ▫︎ Login Sequence
  • 23. WHAT IS UX 23 Examples: Good and Bad ▫︎ Affordances / Cognitive load
  • 24. WHAT IS UX 24 Examples: Good and Bad ▫︎ Memorability / Satisfaction- Microinteractions
  • 25. WHAT IS UX 25 Examples: Good and Bad ▫︎ Memorability / Satisfaction- Microinteractions
  • 26. WHAT IS UX 26 Examples: Good and Bad ▫︎ Error Reporting
  • 27. WHAT IS UX 27 Examples: Good and Bad ▫︎ Persuasive design (copy)
  • 28. WHAT IS UX 28 Examples: Good and Bad ▫︎ Memorability - Navigation
  • 29. WHAT IS UX 29 Examples: Good and Bad ▫︎ Cross Channel
  • 30. WHAT IS UX 30 Examples: Good and Bad ▫︎ Labelling / IA - Also, Cognitive Load
  • 31. WHAT IS UX 31 Examples: Good and Bad ▫︎ Cross Channel
  • 32. Basically.. “Don’t make me think” -Steve Krug 32
  • 33. THE UX PROCESS 33
  • 34. THE UX PROCESS 34 The 5 D’s ▫︎Discover ▫︎Define ▫︎Design ▫︎Develop ▫︎Deliver
  • 35. THE UX PROCESS 35 The Double Diamond:
  • 36. THE UX PROCESS 36 The Design Thinking Process:
  • 37. THE UX PROCESS 37 Discover Stage. Goal: To understand the User and their context. Main contributor: User Researcher Methods: ▫︎ Ethnographic research ▫︎ User diaries ▫︎ Interviews ▫︎ Card sort Outputs: ▫︎ User stories & personas ▫︎ Problem statements ▫︎ Affinity diagrams ▫︎ Semantic Maps
  • 38. EXAMPLES OF ACTIVITIES DELIVERABLES 38 Ethnographic Research
  • 39. EXAMPLES OF ACTIVITIES DELIVERABLES 39 Empathy Maps
  • 40. EXAMPLES OF ACTIVITIES DELIVERABLES 40 Personas
  • 41. THE UX PROCESS 41 Define Stage. Goal: To define the high level requirements of any design output. Contributors: Information Architect, Mythical UX Generalist, Project Manager, Product Manager. Methods: ▫︎ Development of Product Requirements ▫︎ Define Information Architecture including Tree testing ▫︎ Project Plan development ! Outputs: ▫︎ Product Requirements Document ▫︎ Tree testing report ▫︎ Project Plan
  • 42. THE UX PROCESS 42 Content Inventories & Sitemapping
  • 43. THE UX PROCESS 43 Design Stage. Goal: To design artefacts which address the problem as defined. Contributors: Information Architect & Interaction Designer Methods: ▫︎ Paper prototyping ▫︎ Digital Wireframing ▫︎ Explicit use of Usability Quality Metrics ▫︎ User Testing ▫︎ Visual Design Concepts Outputs: ▫︎ Validated prototypes & wireframes ▫︎ Revised sitemap ▫︎ User flows ▫︎ UI designs ▫︎ Brand/ Marketing buy-in re visual design
  • 44. THE UX PROCESS 44 User Flows
  • 45. THE UX PROCESS 45 Think ‘views’ not pages
  • 46. THE UX PROCESS 46 Content Matrix
  • 47. THE UX PROCESS 47 Content Matrix Pre Event At Event Post Event Desktop Mobile
  • 48. THE UX PROCESS 48 Paper Prototypes
  • 49. THE UX PROCESS 49 Wireframes
  • 50. THE UX PROCESS 50 Develop Stage. Goal: To build software that will deliver the design as intended. Contributors: Primarily Developers Methods: ▫︎ Technical Architecture design ▫︎ UML ▫︎ Setup testing environment ▫︎ Release management ! Outputs: ▫︎ Actual code ▫︎ No ‘UX’ deliverables !
  • 51. THE UX PROCESS 51 Deliver Stage. Goal: To release software to market. Contributors: Primarily Developers Methods: ▫︎ Test cases ▫︎ Testing ! ! Outputs: ▫︎ Test reports ▫︎ No ‘UX’ deliverables !
  • 52. THE UX PROCESS 52 What is this process?
  • 53. ENVIRONMENTS 53 Environments: ▫︎Waterfall ▫︎Agile ▫︎Lean
  • 54. WHAT’S NEXT 54 Where is UX going? ▫︎Product Management ▫︎Service Design ▫︎Industries/ contexts Where you can go: ▫︎Human Computer Interaction ▫︎Lean Validation Board ▫︎Designing the organisation
  • 55. TOOLS & RESOURCES 55 ▫︎ mockflow.com < I use this one- cheap, good and you can share wireframes with clients/stakeholders remotely ▫︎ balsamiq.com < popular ▫︎ http://www.optimalworkshop.com/ < A suite of tools for organising your Information Architecture, then testing it. Also includes a tool for rapidly testing early designs/ sketches called Chalkmark. Recommended. ▫︎ loop11.com < allows you to remotely track how a user response to a detailed wireframe or full website design. ▫︎ Human Computer Interaction cousre-https://www.coursera.org/course/ hciucsd ▫︎ Lean Validation Board- for Startups and Product development, but is just as useful when addressing UX - https:// www.leanstartupmachine.com/validationboard/
  • 56. THANKS Mike Biggs @MetaMikeBiggs ThoughtWorks 56