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Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
Users, Usability & User Experience - at PodCamp Cleveland 2011
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Users, Usability & User Experience - at PodCamp Cleveland 2011

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Presented at PodCamp Cleveland at the Cuyahoga Valley Career Center in Brecksville, Ohio on April 29, 2011 by Carol Smith of Midwest Research, LLC. …

Presented at PodCamp Cleveland at the Cuyahoga Valley Career Center in Brecksville, Ohio on April 29, 2011 by Carol Smith of Midwest Research, LLC.

The gap between a good design and a great one can be bridged by understanding your users.

In this presentation find out the basics of usability and user experience.

Learn cheap and easy techniques to find out more about your users and improve your audience's experience.

Effective visuals will be introduced that can help you remember and share what you learn.

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  • A measure of the degree to which a product can be used by specified users or groups to achieve specific goals of effectiveness, efficiency, and satisfaction in a specified context of use- U BoK
  • ExperienceNoviceAdvanced beginnersCompetent performerExpert performerFrequency of usePriority of tasksCharacteristics – personal, physical, culturalMotivations and attitudeExpectationsPersonal Characteristics: Learning Style, ChangePhysical Characteristics: Disabilities, Color Blindness, VisionCultural Characteristics: Corporate, CulturalMotivations and Attitude: Threats, Naiveté, Hostile, LazyStage of use: NoviceFear of the unknown, fear of failureFocus on accomplishing real workImpatient learning concepts rather than performing tasksTheoretical understanding only – no experienceAdvanced BeginnersFocus on accomplishing real workImpatient learning concepts rather than performing tasksRandomly access tasksEmpirical based mental modelCompetent PerformersFocus on performing more complex tasksAbility to plan and perform complex series of tasks to achieve a goalWillingness to learn new technologies and tasksInterested in applying conceptual frameworks to solve problemsExpert PerformersFocus on developing mental models of system functionalityAbility to understand complex problems and find solutionsInterested in learning about concepts and theories behind a system’s design and useInterest in interacting with other expert users
  • Model and describe specific user group’s:GoalsNeedsCharacteristicsArchetype - not real individual or average userSynthesized from research – interviews, observations, etc.Include personal details found during researchOne primary, some secondary per site/feature
  • Interviews (many styles)ObservationsSurveysLiterature reviewsMarket research documents
  • frequency, importance, complexityPrioritiesCurrent process
  • Transcript

    • 1. PodCampCleveland 2011
      April 30, 2011
      Users, Usability & User Experience
    • 2. Carol Smith
      Midwest Research, LLC
      MS in Human-Computer Interaction
      Education
    • 3. What You’ll Learn
      Basics of Usability and User Experience.
      Quick and cheap methods you can start now.
    • 4. Designing for Everyone is Impossible
    • 5. Who will use your product?What do they need to do?
      Observing the User Experience: A Practitioner's Guide to User Research by Mike Kuniavsky
    • 6. Need to Understand User’s Experience
    • 7. User’s Experience
      Interaction with a product, service, or company
      Functional
      Emotional
      Sensorial
      Social
    • 8. Functional
      Able to complete task
      Find information
      Submit form
      Contact someone
      Purchase item
    • 9. Sensorial
      Visual
      Layout
      Colors
      Images
      Auditory
      Video
      Music
      Ads
    • 10. Emotional
      Bring their life with them
      Interface
      Conveys ideas and emotions
      Sets the tone
    • 11. Social
      Interactions with other people
      Social networking
      Help features
      Chat
    • 12. Where They Overlap...

      Experience
      X
      Functional
      Emotional
      Sensorial
      Social
    • 13. Usabilityis an important characteristicof what makes a good User Experience
    • 14. Functional Aspects
      Effective
      Efficient
      Learnable
    • 15. Key Attributes
      Usefulness
      User feel in control
      Supports, supplements and enhances skills and expertise
    • 16. Minimize Human Cost
      Tiredness
      Discomfort
      Embarrassment
      Frustration
      Effort
    • 17. Benefits of Good User Experience
      Increased Usefulness
      Increased Efficiency ($$$)
      Improved Productivity
    • 18. Benefits (continued)
      Fewer Errors
      Reduced Training Time
      Improved Acceptance
      Happy Users!
    • 19. Where do I start?
    • 20. Who are your users?
    • 21. Same Job Title, May Differ in…
    • 22. Which Student?
      Rick
      Connie
      http://www.flickr.com/photos/mrjkbh/ via http://creativecommons.org/licenses/by-nc-nd/2.0/deed.en
      http://www.flickr.com/photos/caharley72/ (Christopher Alison Photography) via http://creativecommons.org/licenses/by-nc-nd/2.0/
    • 23. Scope for Success
      Takes time, energy, budget and more to:
      Research and discover
      Document
      Analyze
      Understand
    • 24. Focus Your Efforts Until…
      Get to 80%
    • 25. We Are 80% Sure We Know…
      Primary user tasks.
      User’s goals.
      Prioritize as needed with:
      Vision
      Business needs
      Have awareness of what we don’t know (yet).
    • 26. Small,Iterative Steps
    • 27. Interview the Experts
      Customer Service
      Marketing (Web statistics)
      Training
      Sales/Business development
    • 28. Who Are the Users?
      How many are there?
      Common complaints?
      Show stoppers?
      Understand:
      Assumptions and stereotypes
      Differences between users
    • 29. Tasks
      Frequency of tasks
      Importance
      Complexity of task
    • 30. About Them
      Environment
      Experience Level, Knowledge
      Technology
      Define Primary & Secondary Users
    • 31. Now You Have User Groups [perhaps very loosely defined]
    • 32. Share What You Learn
    • 33. Personas
      Help guide decisions about:
      Navigation
      Features
      Design
      Archetype, based on research.
    • 34.
    • 35. Task Analysis
    • 36. Actionable Gap Analysis
      Change Situation
    • 37. Are We Confident?
    • 38.
    • 39. Confirm Assumptions
      Representative users who DO the tasks.
      Visionaries, leaders, perhaps.
    • 40. Observations
    • 41. Interviews
    • 42. 42
      Card Sorting
      http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/
    • 43. Observations
    • 44. Go to the user
      44
    • 45. Why Observe?
      Great way to understand your user’s situation
      Find “cheat sheets” and other artifacts.
      Learn real process they use.
      Number and type of interruptions.
      Find out more about them as people.
    • 46. http://www.flickr.com/photos/heygabe/ via http://creativecommons.org/licenses/by-nc-sa/2.0/
      Actual Photo: http://www.flickr.com/photos/heygabe/47206241/
    • 47. Sit Back and Watch
      Arrive when they will be doing related tasks.
      Observe for as long as needed:
      1/2 hour each - quick repetitive tasks
      >1 hour for longer processes
      Stay out of their “space” and don’t interrupt.
      Take photos and videos.
    • 48. Take Detailed Notes
      Write down questions and when they occurred.
      Look for patterns and differences:
      Style of tasks
      Order of operations
      Environment
    • 49. Clarify Observations
      After observation ask about:
      Why they do task?
      What is their goal?
      How typical was this process?
      Parts of the process you found confusing.
    • 50. Interviews
    • 51. Interview to Discover/Confirm…
      Build on what you’ve learned:
      Tasks
      Attitudes and Opinions
      Problems
      Goals
      Experience level and knowledge
      Technology
      51
    • 52. Styles
      Structured
      Question 1
      Question 2
      Question 3
      Open-ended
      Combination
    • 53. Use Scripts
      Memory tool for facilitator
      Don’t have to follow
      Promote consistency
      Questions
      Order of questions
    • 54. Questions
      Quality of questions correlates to quality of answers:
      Open-ended
      Unbiased
      Don’t lead or make assumptions
      Use participant’s words
    • 55. Facilitation
      Remain passive (body, face)
      Don’t confirm or reject answers
      Listen for vocalizations
      Watch non-verbal gestures
      Encourage participant to elaborate
      Ask your question and let them talk
    • 56. Silence is GoldenUser’s Time to Think!
      56
    • 57. Card Sorting
    • 58. Card Sorting
      Maximize probability of users finding content
      Explore how people are likely to group items
      Identify content likely to be:
      Difficult to categorize
      Difficult to find
      Misunderstood
      Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
      http://www.flickr.com/photos/richtpt via http://creativecommons.org/licenses/by-nc-sa/2.0/
    • 59. Benefits of Card Sorting
      Easy and inexpensive
      Use to determine:
      Order of information
      Relationships between info
      Labels for navigation
      Verify correct audience
      Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
    • 60. One title/subject on each card
      Short for quick reading
      Detailed enough to understand
      Supplement - short description on back
      Use printed stickers (handwriting)
      Practice session first
      Card Basics
      36
      Preventive Care Guidelines
    • 61. Participants
      Representative of users
      Minimum of 6
      More participants = more data to analyze
      Allow one hour for 50 items
      30 – 100 cards
    • 62. Facilitation/Direction
      Shuffle cards
      Ask to:
      Group items in own way
      Talk out loud
      Think about:
      What expect to be together
      When expect to see
    • 63. Grouping Cards
      Ask to
      Describe groups and name them
      Describe overall rationale for grouping cards
      Show best example from groups
      What was difficult? What was easy?
      Happy with final outcome?
    • 64. Online Tools
      Moderated
      Un-moderated
      Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/
      Demo: https://livedemo.optimalworkshop.com/optimalsort/supermarketdemo
    • 65. How Do I Find Participants?
    • 66. Create a Screener
      Guide that helps determine who will participate.
      Ask people to describe, then get details:
      Highest level of education.
      Computer activities.
      Web use.
      People who pass the screener should closely match your user group definition
    • 67. Hire a Recruiter
      Allows you to focus on activity.
      Can tell if person will be a good participant.
      May already have a list they can start with.
      Good recruiters:
      find right participants.
      give regular updates.
      take care of directions, confirmations, incentives, etc.
    • 68. If You Must Do it Yourself...
      Go where users go and intercept
      Online user groups
      Professional organizations
      Craigslist
      Online tools thru your site:http://ethnio.com
      Final recruiting by phone.
      Ask questions that force them to talk.
      Don’t recruit non-talkers.
    • 69. Number of Users to Test
      As many as possible (rarely statistically significant)
      Usability Testing Research (in 1990’s)
      5 from distinct sub-group of the user population will yield 80% of the findings (Nielsen, Virzi, Lewis)
      Assumes expert has reviewed for obvious issues
      Recommend:
      Early tests with 8 – 12 users per user group
      Iterative testing (3 per day, iterate, 3 new users)
      Barnum, Carol M. (Jan. 2003). What’s in a Number? STC Usability SIG Newsletter, Usability Interface. http://www.stcsig.org/usability/newsletter/0301-number.html Retrieved: 20080323
    • 70. 70
    • 71. Welcome & Prepare
      Participation will help team and is appreciated.
      Purpose of research.
      Expectations of the participant.
      Sign paperwork:
      Non-Disclosure Agreement(s)
      Consent Form
    • 72. We’re Looking for Patterns
      Identify repetition
      After pattern is found, continuation of study
      Adds cost
      Delays reporting
      Low probability of many new findings
    • 73. Update Communications
    • 74. Do UX Early & Often
      74
    • 75. Go to Your Users
      Find out:
      Goals
      Tasks
      Share the information with your team
    • 76. Recommended Readings
    • 77. References
      Cato, John. User-Centered Web Design. Addison Wesley Longman; 2001.
      Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
      Hackos, JoAnn T., PhD and Redish, Janice C. User and Task Analysis for Interface Design. Wiley; 1998.
      Henry, S.L. and Martinson, M. Evaluating for Accessibility, Usability Testing in Diverse Situations. Tutorial, 2003 UPA Conference. (Activity)
      Kuniavsky, Mike. Observing the User Experience: a Practitioner's Guide to User Research. Morgan Kaufmann, 2003.
      Mandel, Theo. The Elements of User Interface Design. Wiley; 1997.
      Nielsen, Jakob and Robert L. Mack. Usability Inspection Methods. John Wiley & Sons, Inc. 1994.
      Powell, Thomas A. The Complete Reference: Web Design. Osborne/McGraw-Hill; 2000.
      Rubin, Jeffrey. Handbook of Usability Testing. John Wiley & Sons, Inc.; 1994.
    • 78. Thank You!
      Carol Smith
      Midwest Research, LLC
      http://www.mw-research.com
      Twitter: @carologic
      Cell: (773) 218-6568
      Email: carol@mw-research.com

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