1
What to do when:
Informing design at every phase
Dana Chisnell
Web Design World
Seattle
July 2009

2
The team
did a great
job.
Something
is wrong.
But what?

3
Business requirements.
Check.
IT constraints.
Check.
Input from users.
...

4
How do
you fit user
research
into the
process?

5
There are
simple
things you
can do to
inform
design
decisions:

6
Observe
and listen
to users
through
3 key
questions
http://www.flickr.com/photos/roby72/3345955051/

7
These phases
Requirements gathering
Design & test
Launch

8
Map to these questions
What should the design
do?
How should it do it?
Does it do what we want
it to do?

9
What does that look like?
What should the How should it Does it do what we
design do? do it? wanted it to do?

10

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What should the design do?

12

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Learn who
the users are

14
Brokers or administrators?

15
Doctors or patients?

16
Road warriors or vacationers?

17
๏ Who are the users?
๏ What are they like?
๏ How are they reaching task goals?

18
Knowing user goals
ensures
the design will be successful

19
Ask, listen
Surveys
Focus groups

20
Observe
related tasks
Usability test previous
release
Ethnographic methods
Field usability tests

21
Learn what is useful
to users

22
Benefit
Value
Usefulness

23
If benefits aren’t clear,
uptake will be a struggle

24
Test
competitors

25
Test
inherent value
Current users
rave or complain
interview-based tasks

26
Test
inherent value
New users
tasks from current users
verbalize benefits

27
Test
inherent value
Analyze
current and new users match?
anyone match Marketing?

28
BobAdvisor

29
Proof
the concept

30
Qualitative data validating ideas

31
Reality checkpoint:
translating research to requirements

32
Show early
designs
Focus groups
Participatory design
sessions

33
Test against
benchmarks
Goals
Previous performance

34
How should the design work?

35

36
Prototype

37
Flow
Steps
Information architecture
Interaction

38
Minimize design risks,
experiment with ideas

39
Low fidelity
Paper and pencil drawings
Wireframes

40
High fidelity
Comps
Real data
Realistic look
Realistic interaction

41
Iterate
(rapidly)

42
Experimenting = options, refinements

43
Engage the team in design,
shorten time to market

44
RITE
Rapid
Iterative
Testing
Evaluation

45
BobAdvisor

46
BobStar*
BobStar
As part of our ongoing commitment to provide first class
performance reporting for our most valuable clients, we
have enhanced our Quarterly Performance Statements for
our managed accounts and enrolled full service accounts.
The enhancements, which include a new design and
expanded content will e introduced to our clients with their
4th quarter 2009 Quarterly Performance Statements this
january 2010. Read more
Learn more
- Quick Market Update: Two charts, one table, and a
bullet point
- Quarterly conference to be held on March 30
- 140 BobStar* mutual funds to be removed 3/14
- Order BobStar* CSA accepted BobStar*

47
Compare
designs
Tough questions
Contentious decisions
* Must be radically different
http://www.flickr.com/photos/8666121@N02/2405646718

48
Test
in context

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Insights beyond the lab

50
Environmental factors
Holistic view of task goals

51
Go to users
Narrow scope
Narrow task
User-documented data
Informal or formal

52
Does it do what we want it to do?

53

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Follow up
on previous releases BTO

55
Error rates
Hard-to-solve problems
Remedies for next release

56
Start somewhere

57
Classic
usability test
Holistic and
summative
OR
Examine localized
problems

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Compare
to benchmarks

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Compare, contrast quantitative data

60
Measure improvement

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Classic
usability test
Against benchmarks
Defining benchmarks
Summative

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Verify
and validate

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Quantitative data about
success measures

64
Ensure goals are being met
Set priorities

65
Classic
usability test
End-to-end
Refining tasks
How usable is the design

66
BobStar*
BobStar
As part of our ongoing commitment to provide first class
performance reporting for our most valuable clients, we
have enhanced our Quarterly Performance Statements for
our managed accounts and enrolled full service accounts.
The enhancements, which include a new design and
expanded content will e introduced to our clients with their
4th quarter 2009 Quarterly Performance Statements this
january 2010. Read more
Learn more
- Quick Market Update: Two charts, one table, and a
bullet point
- Quarterly conference to be held on March 30
- 140 BobStar* mutual funds to be removed 3/14
- Order BobStar* CSA accepted BobStar*

67
Logo Division name
Text
Duane Chisnell shares his
thoughts on investment
management and trust.

68
What to do when

69
How do
you fit user
research
into the
process?

70
There are
simple
things you
can do to
inform
design
decisions

71
Observe
and listen
to users
through
3 key
questions

72
Take-aways
What should the design do?
observe and listen to users
test value
proof the concept
set benchmarks and goals
How should it work?
prototype and iterate design
test in context
Does it do what we want it to do?
compare to benchmarks
validate against usability goals

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Where to learn more
Dana’s blog: http://
usabilitytestinghowto.blogspot.com/
Download templates, examples, and
links to other resources from
www.wiley.com/go/usabilitytesting

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Me
Dana Chisnell
dana@usabilityworks.net
www.usabilityworks.net
415.519.1148