Thinking about Usability and the User Experience Derek Poppink September 15, 2010
What is Agile?
What is Agile?
What is User Experience?
Return on Investment <ul><li>Spending 10% of a project’s budget on usability improves key performance indicators by 83% on...
How Do You Improve User Experience?
<ul><li>Research </li></ul><ul><ul><li>Contextual Inquiry – Interviewing and observing users where they do their work </li...
<ul><li>Before December, 2009 </li></ul><ul><ul><li>Market research and focus groups </li></ul></ul><ul><ul><li>Ad hoc use...
Recent Results <ul><li>Evaluation of Systems and Services </li></ul><ul><ul><li>16 graduate students, 4 Gale products, 24 ...
<ul><li>1-2 rounds of tests when site is nearly complete </li></ul><ul><li>1-2 days of tests per round </li></ul><ul><li>5...
The Agile Usability Test <ul><li>1 round of tests per sprint from concept to launch </li></ul><ul><li>1 morning per round ...
When (Frequency) <ul><li>“ A morning a month, that’s all we ask ” – Steve Krug </li></ul><ul><li>Morning </li></ul><ul><ul...
What (Materials) <ul><li>Existing products </li></ul><ul><li>Other people’s products </li></ul><ul><li>Mockups (sketches) ...
What (Products) <ul><li>Business & Company Resource Center </li></ul><ul><li>International Business </li></ul><ul><li>Book...
Who (Participants) <ul><li>“ Recruit loosely and grade on a curve ” – Steve Krug </li></ul><ul><li>What people? </li></ul>...
Who (Moderator) <ul><li>Tour guide </li></ul><ul><ul><ul><li>Give participant instructions </li></ul></ul></ul><ul><ul><ul...
Who (Observers) <ul><li>“ Make it a spectator sport ” </li></ul><ul><li>Attend a session (or three) </li></ul><ul><ul><ul>...
Where (Conference Room & WebEx) <ul><li>Conference room </li></ul><ul><ul><ul><li>Laptop, projector, speakerphone, snacks ...
Why (Debriefing) <ul><li>Share problems </li></ul><ul><ul><ul><li>Three most serious per observer </li></ul></ul></ul><ul>...
Why (Results)
Why (Results)
Remote Usability
Thank My Sources <ul><li>Brian Swan,  www.builder.com.au  (2005) </li></ul><ul><li>Dave Nicolette,  www.davenicolette.net ...
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Thinking about Usability and the User Experience

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Discussion seminar at 2010 OSU Library In-Service.

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Thinking about Usability and the User Experience

  1. 1. Thinking about Usability and the User Experience Derek Poppink September 15, 2010
  2. 2. What is Agile?
  3. 3. What is Agile?
  4. 4. What is User Experience?
  5. 5. Return on Investment <ul><li>Spending 10% of a project’s budget on usability improves key performance indicators by 83% on average </li></ul><ul><ul><ul><li>Conversion rates </li></ul></ul></ul><ul><ul><ul><li>Traffic numbers </li></ul></ul></ul><ul><ul><ul><li>User performance </li></ul></ul></ul><ul><ul><ul><li>Target feature usage </li></ul></ul></ul>
  6. 6. How Do You Improve User Experience?
  7. 7. <ul><li>Research </li></ul><ul><ul><li>Contextual Inquiry – Interviewing and observing users where they do their work </li></ul></ul><ul><ul><li>Personas & Scenarios – User archetypes and the way they interact with products </li></ul></ul><ul><li>Design </li></ul><ul><ul><li>Mockups – Designs that are fast to create and easy to dispose of </li></ul></ul><ul><ul><li>Guidelines – Best practices for the web, the industry, and particular user groups </li></ul></ul><ul><li>Evaluation </li></ul><ul><ul><li>Heuristic Evaluations – Inspection by an expert using recognized principles </li></ul></ul><ul><ul><li>User Studies - Assess products by asking actual users to accomplish core tasks </li></ul></ul>How Do You Improve User Experience?
  8. 8. <ul><li>Before December, 2009 </li></ul><ul><ul><li>Market research and focus groups </li></ul></ul><ul><ul><li>Ad hoc user testing </li></ul></ul><ul><ul><li>Heuristic evaluations post release </li></ul></ul><ul><li>What was Missing? </li></ul><ul><ul><li>End user research </li></ul></ul><ul><ul><li>Common design patterns </li></ul></ul><ul><ul><li>Regular user testing </li></ul></ul><ul><li>Usability Maturity </li></ul><ul><ul><li>Hostility Towards Usability </li></ul></ul><ul><ul><li>Developer-Centered Usability </li></ul></ul><ul><ul><li>Skunkworks Usability </li></ul></ul><ul><ul><li>Dedicated Usability Budget (Gale) </li></ul></ul><ul><ul><li>Managed Usability </li></ul></ul><ul><ul><li>Systematic Usability Process </li></ul></ul><ul><ul><li>Integrated User-Centered Design </li></ul></ul><ul><ul><li>User-Driven Corporation </li></ul></ul>How is User Experience at Gale?
  9. 9. Recent Results <ul><li>Evaluation of Systems and Services </li></ul><ul><ul><li>16 graduate students, 4 Gale products, 24 user experience evaluations </li></ul></ul><ul><ul><li>Career Transitions, Global Resource on Energy, Environment, and Natural Resources (GREENR), Grzimek’s Animal Life, and Literature Resource Center </li></ul></ul><ul><li>Summer of User Experience </li></ul><ul><ul><li>2 user experience interns, 3 months, 26 user studies, 13 heuristic evaluations </li></ul></ul><ul><ul><li>Academic OneFile, Books & Authors, Business & Company Resource Center, Community Health, Course Reader, Editorial Interface, Gale Admin, Gale Virtual Reference Library, Illustrated London News, International Business, Latin America Area Studies, Opposing Viewpoints in Context, Slavery Anti-Slavery, State Papers Online </li></ul></ul><ul><ul><li>http://wiki.oh.gale.com/display/UX/Usability+Studies </li></ul></ul>
  10. 10. <ul><li>1-2 rounds of tests when site is nearly complete </li></ul><ul><li>1-2 days of tests per round </li></ul><ul><li>5-8 participants per round </li></ul><ul><li>Held on-site in room with one-way mirror </li></ul><ul><li>1-2 observers (product owner) </li></ul><ul><li>Dozens of problems prioritized by moderator </li></ul><ul><li>1 week to prepare report afterwards </li></ul><ul><li>$25,000 per round </li></ul>The Big Honkin’ Usability Test
  11. 11. The Agile Usability Test <ul><li>1 round of tests per sprint from concept to launch </li></ul><ul><li>1 morning per round (tests and debriefing) </li></ul><ul><li>3 participants per round </li></ul><ul><li>Held in conference rooms and remotely with WebEx </li></ul><ul><li>Observed by team </li></ul><ul><li>Ten problems and fixes prioritized by team </li></ul><ul><li>Findings and fixes distributed immediately afterwards </li></ul><ul><li>$4,000 per round </li></ul>
  12. 12. When (Frequency) <ul><li>“ A morning a month, that’s all we ask ” – Steve Krug </li></ul><ul><li>Morning </li></ul><ul><ul><ul><li>3 sessions (9, 10, 11) </li></ul></ul></ul><ul><ul><ul><li>Debriefing over lunch </li></ul></ul></ul><ul><ul><ul><li>Allows more people to attend </li></ul></ul></ul><ul><li>Month (Sprint) </li></ul><ul><ul><ul><li>Eliminates deciding when to test </li></ul></ul></ul><ul><ul><ul><li>Finds enough problems to fix </li></ul></ul></ul><ul><ul><ul><li>Affordable, iterative, scalable </li></ul></ul></ul>
  13. 13. What (Materials) <ul><li>Existing products </li></ul><ul><li>Other people’s products </li></ul><ul><li>Mockups (sketches) </li></ul><ul><ul><li>Balsamiq Mockups </li></ul></ul><ul><ul><li>Mockingbird </li></ul></ul><ul><li>Wireframes </li></ul><ul><ul><li>HotGloo </li></ul></ul><ul><ul><li>Axure </li></ul></ul><ul><li>Visual designs (comps) </li></ul><ul><li>Prototypes </li></ul><ul><li>Partially working pages </li></ul>
  14. 14. What (Products) <ul><li>Business & Company Resource Center </li></ul><ul><li>International Business </li></ul><ul><li>Books & Authors </li></ul><ul><li>Community Health </li></ul><ul><li>Course Reader </li></ul><ul><li>Editorial Interface </li></ul><ul><li>Gale Admin </li></ul><ul><li>Gale Virtual Reference Library </li></ul><ul><li>Illustrated London News </li></ul><ul><li>Latin America Area Studies </li></ul><ul><li>Opposing Viewpoints in Context </li></ul><ul><li>Slavery Anti-Slavery </li></ul><ul><li>State Papers Online </li></ul><ul><li>Academic OneFile </li></ul>
  15. 15. Who (Participants) <ul><li>“ Recruit loosely and grade on a curve ” – Steve Krug </li></ul><ul><li>What people? </li></ul><ul><ul><ul><li>Representative users (students, teachers, professionals, librarians) </li></ul></ul></ul><ul><li>How many? </li></ul><ul><ul><ul><li>Three per sprint </li></ul></ul></ul><ul><li>Recruiting? </li></ul><ul><ul><ul><li>Customers, personal networks (email, Facebook), Craig’s List </li></ul></ul></ul><ul><li>Incentives? </li></ul><ul><ul><ul><li>Amazon gift cards </li></ul></ul></ul>
  16. 16. Who (Moderator) <ul><li>Tour guide </li></ul><ul><ul><ul><li>Give participant instructions </li></ul></ul></ul><ul><ul><ul><li>Keep things moving </li></ul></ul></ul><ul><li>Therapist </li></ul><ul><ul><ul><li>Get participant talking </li></ul></ul></ul><ul><ul><ul><li>Show you are listening </li></ul></ul></ul><ul><ul><ul><li>Stay neutral </li></ul></ul></ul><ul><ul><ul><li>Respect participant, privacy </li></ul></ul></ul>
  17. 17. Who (Observers) <ul><li>“ Make it a spectator sport ” </li></ul><ul><li>Attend a session (or three) </li></ul><ul><ul><ul><li>Avoid distractions </li></ul></ul></ul><ul><li>Take notes </li></ul><ul><ul><ul><li>Notice where user is confused or can’t complete tasks </li></ul></ul></ul><ul><li>Make list </li></ul><ul><ul><ul><li>Three most serious usability problems </li></ul></ul></ul><ul><li>Attend debriefing </li></ul><ul><ul><ul><li>Free lunch! </li></ul></ul></ul>
  18. 18. Where (Conference Room & WebEx) <ul><li>Conference room </li></ul><ul><ul><ul><li>Laptop, projector, speakerphone, snacks </li></ul></ul></ul><ul><li>Remote participant </li></ul><ul><ul><ul><li>Internet connection, phone </li></ul></ul></ul><ul><li>Benefits </li></ul><ul><ul><ul><li>Easier recruiting </li></ul></ul></ul><ul><ul><ul><li>Easier scheduling </li></ul></ul></ul><ul><ul><ul><li>No travel required </li></ul></ul></ul><ul><ul><ul><li>Produces [almost] the same results </li></ul></ul></ul>
  19. 19. Why (Debriefing) <ul><li>Share problems </li></ul><ul><ul><ul><li>Three most serious per observer </li></ul></ul></ul><ul><li>Prioritize top ten </li></ul><ul><li>Discuss easiest fix </li></ul><ul><ul><ul><li>Tweak, don’t redesign </li></ul></ul></ul><ul><ul><ul><li>Take something away </li></ul></ul></ul><ul><li>Commit to changes </li></ul><ul><li>Email results to team </li></ul><ul><li>“ Focus ruthlessly on a small number of the most important problems ” </li></ul><ul><li>“ When fixing problems, always do the least you can do ” </li></ul>
  20. 20. Why (Results)
  21. 21. Why (Results)
  22. 22. Remote Usability
  23. 23. Thank My Sources <ul><li>Brian Swan, www.builder.com.au (2005) </li></ul><ul><li>Dave Nicolette, www.davenicolette.net (2006) </li></ul><ul><li>Frank Klein, www.relativitycorp.com (2010) </li></ul><ul><li>Jakob Nielsen, www.useit.com (2008) </li></ul><ul><li>Nate Bolt, Remote Research, remoteusability.com (2010) </li></ul><ul><li>Peter Morville, Ambient Findability (2005) </li></ul><ul><li>Peter Morville, semanticstudios.com (2004) </li></ul><ul><li>Steve Krug, Rocket Surgery Made Easy (2009) </li></ul>
  24. 24. Questions? Comments?
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