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Creating products that
     people love


          Steve Ballard
     Director of User Experience
Introductions



     Steve Ballard
Director of User Experience
What makes a successful
      product?
Why not just make products
people don’t love? It’s easier

                                             Capability
       ...
In a mature industry, design
   innovation is essential
Believe it or not, product features
     become less important

                           happy user peak
    user happin...
Enter User Experience Design
I must stop now and address this...
DESIGN
                  (is a big word)



“Design is to design a design to produce a design”
                    – John ...
We design things people use
“Design is the conscious and intuitive effort to impose
 meaningful order.”
 - Victor Papanek
...
Discussion

      What is design?

     How does design
happen in your organization?
What is User Experience Design?
“The user experience development process is all about
ensuring that no aspect of the user’...
What is User Experience Design?


                                   Visual
      Interaction
                            ...
Meet the UXD Cast?
              (more on this later)




                       UX
Interaction          Designer         ...
Meet the UXD Cast?
              (more on this later)




                                UX
Interaction                  ...
IxD      VD
                Interaction Design
“Every moment of every day millions of people send
e-mail, talk on mobile p...
What Interaction Designers Do?
User Centered Design
• User   research
                                          Interactio...
User Centered Design
 User Research
• Contextual    Inquiry (Ethnographic Interviews)

• Be    an Anthropologist

• Let   ...
“Any attempt to reduce human behavior to statistics is
  likely to overlook important nuances, which make an
        enorm...
Our Customer Visit Photos
User Centered Design
 Personas
•A precisely defined fictional user based on the
 patterns we observed (goals being the most ...
User Centered Design
Personas
“If you try to design an
automobile that pleases every
possible driver, you end up with a
ca...
Our Personas
User Centered Design
 User Flows & Scenarios
• Clearer picture if activities are getting your persona closer to
 their act...
Our User Flows
User Centered Design
Brainstorm, Ideation Sketching
IDEO’s 7 Rules
• Be Visual

• Defer    judgment
• Encourage Wild      ...
User Centered Design
Brainstorm, Ideation Sketching
User Centered Design
Wireframes Prototypes
Wireframing is at the heart of Interaction Design, and it’s important
         ...
Our Clickable Wireframes
User Centered Design
Usability Testing Validation
What Visual Designers Do?
• Design    research (brand emotion)

• Visual   Language Studies            Visual Interface
  ...
Visual Language Studies
High-Res Screen Design
Meet the UXD Cast?
(I told you we’d come back to this)




                UX
Interaction   Designer        Visual
 Design...
How to hire a real UX Designer
• Many designers with no UX or IxD experience are calling
  themselves UX or IxD Designers ...
What to look for
• Portfolio, portfolio, portfolio
                             - that contains good examples of
 research...
Discussion

Working with Product Managers

 How do you currently work
      with designers?

   Challenges, Suggestions?
If you want to learn more
If you want to learn more
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Utah PMA Quarterly Meeting, June, 2010

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June, 2010 Utah Product Management Association presentation, "Creating products that people love" by Steve Ballard, Director of User Experience for attask.com.

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Transcript of "Utah PMA Quarterly Meeting, June, 2010"

  1. 1. Creating products that people love Steve Ballard Director of User Experience
  2. 2. Introductions Steve Ballard Director of User Experience
  3. 3. What makes a successful product?
  4. 4. Why not just make products people don’t love? It’s easier Capability Desirability Product Viability • Makes users feel stupid • Causes users to make big mistakes • Requires too much effort • Is not engaging or enjoyable
  5. 5. In a mature industry, design innovation is essential
  6. 6. Believe it or not, product features become less important happy user peak user happiness “I Rule!” “Guess I better look at the manual.” “Where the heck “Cool!” did they put that?” “I’m so glad they “Now I can’t even do the added this.” one simple thing I bought this for...” “Nice, but I wish I could do more...” “ I Suck!” number of features
  7. 7. Enter User Experience Design
  8. 8. I must stop now and address this...
  9. 9. DESIGN (is a big word) “Design is to design a design to produce a design” – John Heskett
  10. 10. We design things people use “Design is the conscious and intuitive effort to impose meaningful order.” - Victor Papanek • Gooddesign ensures usefulness, usability and emotional connection • Design is about planning what to build before you build it • Design allows permission to explore • Design requires collaboration with the builders
  11. 11. Discussion What is design? How does design happen in your organization?
  12. 12. What is User Experience Design? “The user experience development process is all about ensuring that no aspect of the user’s experience with your site [product] happens without your conscious explicit intent. This means taking into account every possibility and every action the user is likely to take and understanding the user’s expectations at every step of the way through that process” – Jesse James Garrett The Elements of User Experience
  13. 13. What is User Experience Design? Visual Interaction Interface Design Design Industrial Design
  14. 14. Meet the UXD Cast? (more on this later) UX Interaction Designer Visual Designer Designer Industrial Designer
  15. 15. Meet the UXD Cast? (more on this later) UX Interaction Designer Visual Designer Designer Both (rare) Designs product Designs products’ behavior visual appearance (usefulness usability) (clarity, emotion brand)
  16. 16. IxD VD Interaction Design “Every moment of every day millions of people send e-mail, talk on mobile phones, instant message each other, record TV shows with TiVo, and listen to their iPods. All of these things are made possible by good engineering. But it’s interaction design that makes them usable, useful, and fun.” – Dan Saffer Designing for Interaction
  17. 17. What Interaction Designers Do? User Centered Design • User research Interaction • Personas Design • User Flows & Scenarios • Brainstorm, Ideation Sketching • Wireframes Prototypes • Usability testing design validation
  18. 18. User Centered Design User Research • Contextual Inquiry (Ethnographic Interviews) • Be an Anthropologist • Let them teach you, have a beginners mind • Go to them, let them do the talking, take notes and photos • Looking for patterns in goals, behavior, environment, etc. • Good Designers will be suspect of surveys and focus groups to gather information about peoples behaviors and desires
  19. 19. “Any attempt to reduce human behavior to statistics is likely to overlook important nuances, which make an enormous difference to the design of products” - Alan Cooper
  20. 20. Our Customer Visit Photos
  21. 21. User Centered Design Personas •A precisely defined fictional user based on the patterns we observed (goals being the most important) • Provides a precise unambiguous definition of the “user” (avoids the “elastic user” problem) • Helpavoid designing for one’s self or designing for needs that don’t really exist • We can more effectively design for just one person than for a group •A communication tool to build commitment around a design
  22. 22. User Centered Design Personas “If you try to design an automobile that pleases every possible driver, you end up with a car with every possible feature, but that pleases nobody.” - Alan Cooper
  23. 23. Our Personas
  24. 24. User Centered Design User Flows & Scenarios • Clearer picture if activities are getting your persona closer to their actual goals or not • Betterunderstand users’ mental (how does the user actually think about they way something works) •Aprototype of words that describes what your persona’s day would be like using the product you imagine • Helps stakeholders envision what the product may be like. (great for getting buy-in)
  25. 25. Our User Flows
  26. 26. User Centered Design Brainstorm, Ideation Sketching IDEO’s 7 Rules • Be Visual • Defer judgment • Encourage Wild Ideas • Build on the Ideas of Others • Go for Quantity • One Conversation at a Time • Stay Focused on the Topic
  27. 27. User Centered Design Brainstorm, Ideation Sketching
  28. 28. User Centered Design Wireframes Prototypes Wireframing is at the heart of Interaction Design, and it’s important that it is done independently of Visual Design and UI Development
  29. 29. Our Clickable Wireframes
  30. 30. User Centered Design Usability Testing Validation
  31. 31. What Visual Designers Do? • Design research (brand emotion) • Visual Language Studies Visual Interface Design • Final High-Res Screen Design • Icon Information Design • Visual Style Guide
  32. 32. Visual Language Studies
  33. 33. High-Res Screen Design
  34. 34. Meet the UXD Cast? (I told you we’d come back to this) UX Interaction Designer Visual Designer Designer
  35. 35. How to hire a real UX Designer • Many designers with no UX or IxD experience are calling themselves UX or IxD Designers - don’t get fooled • Great print designers often make very poor Visual Interface Designers • Reach out to them where they the real ones congregate (IxDA, UPA, UIE, Adaptive Path, Conferences) • If they are any good they will already be employed and be making good money.
  36. 36. What to look for • Portfolio, portfolio, portfolio - that contains good examples of research, personas, flows and wireframes. • Askthem to describe why they made the design decisions they did. Have them explain their wireframes. • Give them a written design problem and have them sketch a solution - design test to uncover design thinking skills • Ask references specifically about IxD skills. • Did I mention portfolio.
  37. 37. Discussion Working with Product Managers How do you currently work with designers? Challenges, Suggestions?
  38. 38. If you want to learn more
  39. 39. If you want to learn more
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