What is User Experience? - Barcamp 4 in Auckland New Zealand

In this document... - What is User Experience? - What is User Centric Design? - What is Usability? - What User Experience is NOT - Appendix 2 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

What is User Experience? “Information is that, which leads to understanding.” – Richard Saul Wurman, architect and graphic designer 3 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

What do people say? - If you ask someone about UX, he might say: - It has something to do with the UI of the software... - It’s about usability... - It’s about the colours and design... - It’s positive and nice - All of these examples are reasonable...but UX is more than that. 4 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

On the web, the experience is the brand… It is the different touch points, whether they are tangible or intangible of the total experience. “ Every time a customer comes into contact with an enterprise, through any of its channels, the customer has an opportunity to form an opinion – good, bad or indifferent. Over time, this collective set of customer experiences forms a picture in the customer’s mind, which ultimately forms the image of the brand and its values.” – Gartner, March 2002 5 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

UX is both “Art and Science” Cognitive Science Human Factors & Psychology Business Analysis Conceptual Modeling Ergonomics Information Architecture User Experience is multi-disciplinary Contextual Inquiry with unique and Visual Design diverse skills to design offerings that satisfy Linguistics Interface Design user expectations and business needs. Heuristics Information Design Usability Testing Interaction Design Human-Computer Interaction HCI/CHI 6 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

Its purpose of being - Advocate for all users - User is the center of the process - Brings objectivity in design decisions user needs goals tasks business needs goals strategy Alignment of User and Business Goals 7 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

Elements of User Experience To the user, the surface of the site or application is the UX. Beneath the skeleton, much thought for the UX comes from the structure, scope and abstraction of the strategy. 8 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

UX is more than just a “pretty face” • Rigorous, Reusable, Repeatable • Define and Refine Requirements • Create Consistent Interfaces • Improves Usability 9 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

What is User Centric Design? “The two most important tools an architect has, are the eraser in the drawing room and the sledge hammer on the construction site.” – Frank Lloyd Wright, Architect 10 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

User Centric Design (UCD) It’s a design philosophy It’s a multi-staged process Designers test their assumptions and solutions It focuses on the needs, goals and limitations of the user Users are part of the design team 11 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

The User Centric Design process is Iterative 1 2 3 4 5 Analysis Design Evaluation Build Deployment Vision/Goals/Objectives Conceptual Design Design Walkthrough Technical Development Technical Development Evaluate and Assess Evaluate and Assess Challenges/Constraints Functional Specs. Usability Testing UX Quality Assurance UX Quality Assurance Usability Testing Usability Testing In each phase of the project, there are UCD activities and deliverables. 12 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

User Centric Design Activities (examples) Contextual Inquiry Expert Review Usability Testing Task Analysis Affinity Diagramming 13 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

User Centric Design Artefacts (examples) Personas Project Plan Storyboards Usability Report Process Flows Wireframes Design Specification 14 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

What is Usability? "Modern user interfaces are just as complex as software in terms of the number of different variables we combine. More importantly, 20 years of usability engineering experience have shown that it's impossible to design the perfect user interface on the first try." – Jakob Nielsen 15 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

Factors of Usability The important factors are: - Effectiveness: How the user achieves the goals when using the system - Efficiency: The resources consumed in order to achieve their goals - Satisfaction: How the user feels about their use of the system 16 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

Usability is smart business • Increase ease of use • Increase user satisfaction • Increase productivity • Reduce maintenance/enhancement costs • Save development costs • When done well, improves the brand “The rule of thumb in many usability aware organizations is that the cost-benefits ratio for usability is $1:$10-100. Once a system is in development, correcting a problem costs 10 times as much as fixing the same problem in design. If the system has been released, it costs 100 times as much relative to fixing in design.” (Gilb, 1998) Users are savvy, sometimes you only have one chance to make an impact. Usability can differentiate you from your competition. 17 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

The ‘usability iceberg’ 10% – visual design, aesthetics, colour, fonts, layout 30% – interaction with the look – buttons, etc The majority of 60% - The conceptual usability issues with model. The relationship a system lies between objects, beneath the surface. metaphors, workflow, navigation Pao, CUA haunani@gmail.com 18 © 2010 Haunani twitter:haunanipao Barcamp 4, 17, July 2010

How UX and Usability are related Think of User Experience as a Countdown Store: • The building • Park your car in the car park • Shop for groceries (goal) (Countdown is a grocery store chain in New Zealand) • Pay for groceries (task) • The weekly advertisements • The website 19 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

How UX and Usability are related Think of Usability as the efficiencies: • The Trolley bay • The layout of the store • The wide aisles Shallow or deep trolleys, or baskets • The arrangement of grocery items • The efficiency of checkout Self check out 20 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

When you make UX optional, you end up with this… This is an example of a user experience without the UCD approach. It has all the requirements and visual design, but it’s not usable. “Your best guess is not good enough…” Jakob Nielsen, Usability Expert 26 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

So to recap… • User Experience is the result from an end-to-end multi- staged process using User Centric Design and validated by usability testing. • It is based on research and understanding of the user’s needs and goals. • It drives the functionality and design of a product from the ground up. 27 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

Learn More Wikipedia: - Get the high level information on UX – http://en.wikipedia.org/wiki/User_experience Websites: - A List Apart – http://alistapart.com – this has more to do with web design, but there are topics on process as well - Boxes and Arrows – http://boxesandarrows.com – one-stop shopping for UX and IA. - Human Factors International – http://humanfactors.com – 30 years of UX and usability experience. Their site features UX communities, whitepapers, webcasts and news Books: - The Elements of User Experience – Jesse James Garrett, 2003 - Don’t Make Me Think – Steve Krug (one of my favourite books) - Design of Everyday Things – Donald A. Norman Professional Associations: - ACM/SIGCHI – http://sigchi.org - ACM/SIGGRAPH – http://siggraph.org - Usability Professionals Association (UPA) – http://upa.org and http://upa.org.nz - Human Factors and Ergonomic Society (HFES) – http://hfes.org 30 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

References - Thank you to: - Elements of User Experience, 2000, Jesse James Garrett of Adaptive Path, jjg@jjg.net - Cover of The Design of Everyday Things, 1986, Donald A. Norman - Iceberg Lifecycle, 2010, Vlad Gerasimov, http://vladstudio.com - User Experience Stencil for Visio, 2009, Todd Zazelenchuk and Elizabeth Boling, http://userfocus.co.uk - Countdown Stores: http://www.countdown.co.nz/ - Wikipedia, http://en.wikipedia.org/wiki/User_experience - Richard Saul Wurman - Frank Lloyd Wright - Jakob Nielsen 31 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

Typical artefacts, tasks and deliverables 1. Affinity Diagramming – a technique used to organize ideas and data. 2. Card Sorting – a technique with users to find patterns in how they would expect to find content or functionality. 3. Heuristic Expert Review - A detailed analysis of an application or Web site based on a list of predefined criteria. 4. High Value Scenarios - A set of the most critical and widely used user tasks in an application or Web site. 5. High-Fi Prototype - A branded and UI standards compliant screen mock up, usually of the lo-fi prototype and sometimes interactive. 6. Low-Fi Prototype - A screen mock up (usually paper) to illustrate the functionality, content, information architecture and preliminary page layout. 7. Process Flows - A visual mapping of a user process and each decision along the way, to achieve a task. 8. Quality Assurance – User Interface - is the process of looking through a site or application in code and design and checking it against the required design specification. 9. Site Map - A Site Map is a diagram listing the various pages or page types throughout the site and the user paths to and from them (Information Architecture). 10. Screen Flows - A visual representation of the relationship and navigability of screens within an application. 11. Task Analysis –any factors to complete a task, including length, manual, mental, external artifacts etc. 12. Usability Metrics - Metrics to determine how the interface can be measured on usability attributes. 13. Usability Report – Deliverable results from a Usability Testing 14. Usability Testing - Tests how users actually interact with a prototype or complete site to discover pros/cons of the site or application and make recommendations for improvements. 15. User and Interface Design Requirements - defines the user and interface requirements for the site or application. 16. User Interviews - Interviews conducted to identify user requirements. 17. User Personas - A Persona is a document that contains one or more representations of target users. 18. UX Interface and Functional Specifications - The complete specification of all aspects of the user experience. 19. Wireframes- Collection of standard compliant screens complete with the core elements and functions, design, content and navigation in place. 32 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

UX Glossary - Business Analysis (BA) – identifying business needs and solutions to business problems - Cognitive Psychology – study of memory, language, mental processing, perception, problem solving and thinking. - Cognitive Science – study of how information is represented in the brain. - Contextual Inquiry (CI) – One-on-one observation of a user and their daily routines, work process within their environment - Ergonomics - is concerned with mental processes, such as perception, memory, reasoning, and motor response, as they affect interactions among humans and other elements of a system. - Heuristics – simple, gestalt, efficient rules, hard-coded by evolutionary processes or learned, which have been proposed to explain how people make decisions, come to judgments, and solve problems. - Human Computer Interaction (HCI/CHI) – the study of interaction between people and computers - Human Factors – understanding the properties of human capabilities - Information Design – showing information in a visual manner so people can understand it and use it effectively. - Interface Design – “the feel” of the system - Information Architecture (IA)– is the art of expressing a model or concept of information, specifically used in activities that require explicit details of complex systems. - Interaction Design (IxD) – this describes the behaviour of components of a system to its users - Mental Model – a user’s thought process and decision making when performing tasks in “real world” situations. - Nomenclature – the language, naming convention and terminology internally related to a community, process, principle or procedure - Usability Testing (UT)– one-on-one testing of a prototype with a user and use ‘think aloud protocol’ to gather their impressions of the prototype. Then incorporate the feedback to improve the design. - User Centric Design (UCD) – a process where the user becomes part of the design team to identify users needs, goals and desires for a system or artifact. - User eXperience (UX) – how a person feels about using a system - Visual Design (VD) – “the look” of the system 33 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

About Haunani Haunani has 10 years experience with User Experience (UX) and User Centric Design (UCD). In 2003, she received her Certified Usability Analysis (CUA) designation from Human Factors International. She is an advocate and practitioner of the User Experience (UX) methodology as a designer, analyst and architect to provide human factors expertise and project deliverables such as expert reviews, information architecture, interaction design models and usability testing. She works collaboratively for the successful definition and design of user experiences and applications. Haunani is originally from the San Francisco Bay Area, but moved to New Zealand for adventure and love. She’s a sketcher, gamer, foodie, world- traveller, beermaker and urban gardener. Haunani Pao, CUA User Experience Designer haunani@gmail.com Twitter: haunanipao http://nz.linkedin.com/in/haunani Auckland, New Zealand 34 © 2010 Haunani Pao, CUA haunani@gmail.com twitter:haunanipao Barcamp 4, 17, July 2010

What is User Experience? - Barcamp 4 in Auckland New Zealand

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