THEUSEREXPERIENCEHEALTH                                                                                         Quantify  ...
WE MEASUREEXPERIENCE BYCOMPARING OUREXPECTATIONSTO SIMILAREXPERIENCES.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011...
A STORY ABOUT BLUE CLOWNSUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFIN...
COMMON DESIGN PROBLEMS✴ No common design language✴ No common way to evaluate  design decisions                            ...
THE UX HEALTH CHECK QUANTIFIES THE QUALITATIVE EXPERIENCE✴ Applicable to any product or  service✴ Measures detailed featur...
A STORY ABOUT                                          DIFFERENT MOUNTAINSUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, ...
ANOTHER PROBLEM: DESIGN-DRIVEN INNOVATION    If you’re not on the   right mountain, your  altitude doesn’t matter.UX RESEA...
A STORY ABOUT                                          DIFFERENT MOUNTAINSUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, ...
ANOTHER PROBLEM: SCALE      If you don’t have the     thing to measure, you         can’t measure it.UX RESEARCH & WEB ANA...
THEUSEREXPERIENCEHEALTH                                                                                         Quantify  ...
HOW THE HEALTH CHECK WORKS1. Deconstruct the service   (list and chunk)2. Choose benchmarks   (your competitors)3. Establi...
DECONSTRUCT THE SERVICEBreak down the parts of the product or service to a level they can be looked at in isolation and st...
CHOOSE BENCHMARKS       Your competitors are        not always in your         market or your             medium.UX RESEAR...
SET TARGETS• Go through each elements and ask the  question “how good do we need to be at this  to meet our business goals...
SCORE YOURSELF         Score                      Rating                               Considerations           < 30      ...
SCORE YOURSELF• Get agreement on the final score through  conversation.• Everyone is empowered to disagree and  defend thei...
TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI...
TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI...
TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI...
TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI...
TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI...
WHY?UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI...
WE WANTTO BUILDA BETTEREXPERIENCE.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN...
THE FIRST PROBLEM We don’t build a better    experience. Our  organizations build a   better experience.UX RESEARCH & WEB ...
MARTY NEUMEIER ASKS THE KEY QUESTION IN 2009“...if design is such a powerful tool...if economic value is increasinglyderiv...
PETER DRUCKER PROVIDES THE ANSWER IN 1967“Intelligence, imagination, andknowledge are essentialresources, but onlyeffective...
ROGER MARTIN SUGGESTS A SOLUTION“Organizations will need toBE designers. They’ll needto think like designers, feellike des...
WE WANTTO BUILDA BETTERORGANIZATION.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUST...
HOW?UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI...
WHY IT’S MAGIC: VISION AND PROGRESS Communicate progress  and vision in a way    everyone can     understand.UX RESEARCH &...
WHY IT’S MAGIC: COMMON DESIGN LANGUAGE      Create a common    design language. Point    back to your service’s           ...
WHY IT’S MAGIC: EVOLVES WITH LANDSCAPEBe agile, automaticallyadjust to changes in thecompetitive landscape.UX RESEARCH & W...
WHY IT’S MAGIC: COST PRIORITY CHANGES         Understand the cost           and benefits of         business decisions.UX R...
WHY IT’S MAGIC: OUTBOARD MEMORY    Place design decisions    somewhere you won’t         forget them.UX RESEARCH & WEB ANA...
WHY IT’S MAGIC: LEARN       Your learn when you        evaluate prediction       against performance.UX RESEARCH & WEB ANA...
PETER DRUCKER SUMS IT UP       “What gets      measured gets        managed.”UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIV...
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The User Experience Health Check

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A way to quantify the qualitative user experience.

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Transcript of "The User Experience Health Check"

  1. 1. THEUSEREXPERIENCEHEALTH Quantify the quality of yourCHECK user experienceUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  2. 2. WE MEASUREEXPERIENCE BYCOMPARING OUREXPECTATIONSTO SIMILAREXPERIENCES.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  3. 3. A STORY ABOUT BLUE CLOWNSUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  4. 4. COMMON DESIGN PROBLEMS✴ No common design language✴ No common way to evaluate design decisions Marty Neumeier, The Designful Company, p26.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  5. 5. THE UX HEALTH CHECK QUANTIFIES THE QUALITATIVE EXPERIENCE✴ Applicable to any product or service✴ Measures detailed feature sets or very generalized notions of service.✴ Introduces a shared language for teams to discuss elements of an experience. Marty Neumeier, The Designful Company, p26.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  6. 6. A STORY ABOUT DIFFERENT MOUNTAINSUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  7. 7. ANOTHER PROBLEM: DESIGN-DRIVEN INNOVATION If you’re not on the right mountain, your altitude doesn’t matter.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  8. 8. A STORY ABOUT DIFFERENT MOUNTAINSUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  9. 9. ANOTHER PROBLEM: SCALE If you don’t have the thing to measure, you can’t measure it.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  10. 10. THEUSEREXPERIENCEHEALTH Quantify the quality of yourCHECK user experienceUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  11. 11. HOW THE HEALTH CHECK WORKS1. Deconstruct the service (list and chunk)2. Choose benchmarks (your competitors)3. Establish scoring criteria (the scale)UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  12. 12. DECONSTRUCT THE SERVICEBreak down the parts of the product or service to a level they can be looked at in isolation and still be comparable to examples elsewhere.1. By product/services in a(n eco)system2. By user mental model3. By generic/universal mental models (consumption and service cycles)UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  13. 13. CHOOSE BENCHMARKS Your competitors are not always in your market or your medium.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  14. 14. SET TARGETS• Go through each elements and ask the question “how good do we need to be at this to meet our business goals and user expectations?”• Involve core team of people actively making decisions about the UX• Get agreement on the targets through conversation. Everyone is empowered to disagree and defend their perspectiveUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  15. 15. SCORE YOURSELF Score Rating Considerations < 30 Doesn’t meet core user needs or usability Problem Area standards: it’s broken! 30 > Meets basic user needs; isn’t broken ; the Functional bare minimum 50 > Parity with Meets user expectations across industry Competitors offerings 70 > Very Good Better than several competitors 80 > Exceeds the main competitors, almost as Better Than Most good as the market leader 90 > Best In Class Market differentiatorUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  16. 16. SCORE YOURSELF• Get agreement on the final score through conversation.• Everyone is empowered to disagree and defend their perspective• Everyone should be versed in existing information to help decision- making (usability evaluations, user feedback, etc)UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  17. 17. TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  18. 18. TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  19. 19. TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  20. 20. TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  21. 21. TALLY UP AND COMMUNICATEUX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  22. 22. WHY?UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  23. 23. WE WANTTO BUILDA BETTEREXPERIENCE.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  24. 24. THE FIRST PROBLEM We don’t build a better experience. Our organizations build a better experience.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  25. 25. MARTY NEUMEIER ASKS THE KEY QUESTION IN 2009“...if design is such a powerful tool...if economic value is increasinglyderived from intangibles likeknowledge, inspiration, andcreativity, why don’t we hear thelanguage of design echoing throughthe corridors?” Marty Neumeier, The Designful Company, p26.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  26. 26. PETER DRUCKER PROVIDES THE ANSWER IN 1967“Intelligence, imagination, andknowledge are essentialresources, but onlyeffectiveness converts theminto results. By themselves,they only set limits to what canbe attained.” Peter Drucker, The Effective Executive, p 2.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  27. 27. ROGER MARTIN SUGGESTS A SOLUTION“Organizations will need toBE designers. They’ll needto think like designers, feellike designers, work likedesigners.” Marty Neumeier, The Designful Company, p26.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  28. 28. WE WANTTO BUILDA BETTERORGANIZATION.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  29. 29. HOW?UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  30. 30. WHY IT’S MAGIC: VISION AND PROGRESS Communicate progress and vision in a way everyone can understand.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  31. 31. WHY IT’S MAGIC: COMMON DESIGN LANGUAGE Create a common design language. Point back to your service’s story.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  32. 32. WHY IT’S MAGIC: EVOLVES WITH LANDSCAPEBe agile, automaticallyadjust to changes in thecompetitive landscape.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  33. 33. WHY IT’S MAGIC: COST PRIORITY CHANGES Understand the cost and benefits of business decisions.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  34. 34. WHY IT’S MAGIC: OUTBOARD MEMORY Place design decisions somewhere you won’t forget them.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  35. 35. WHY IT’S MAGIC: LEARN Your learn when you evaluate prediction against performance.UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
  36. 36. PETER DRUCKER SUMS IT UP “What gets measured gets managed.”UX RESEARCH & WEB ANALYTICS @ SXSW INTERACTIVE, 2011 • AUSTIN GOVELLA, UX RONIN • AUSTIN@GRAFOFINI.COM • WWW.GRAFOFINI.COM
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