Agile Vancouver - Involving Stakeholders in User Experience (UX) Design
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Agile Vancouver - Involving Stakeholders in User Experience (UX) Design

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How can you involve, engage, and get more UX-related value from your project stakeholders? In this presentation Paul shares various field-tested techniques he has successfully used to help bring......

How can you involve, engage, and get more UX-related value from your project stakeholders? In this presentation Paul shares various field-tested techniques he has successfully used to help bring stakeholders on board with UX design, and in the process get better results from their contributions. Topics such as user experience goals, design scenarios, and stakeholder design reviews will be explored.

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  • 1. Involving Stakeholders in!User Experience (UX) Design"Paul D. Hibbitts!Hibbitts Design"
  • 2. A Little About Me"!  Established Hibbitts Design in 1998"!  100+ successful software UX projects"!  Instructor at Simon Fraser University"!  Usability Mentor, 2009 Season of Usability!(co-sponsored by Google)"!  HFI-Certified Usability Analyst"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 2"
  • 3. Stakeholders"http://www.flickr.com/photos/levelten/4195533335/
  • 4. Stakeholder Types!I’ve Encountered"!  Project sponsors"!  Project influencers"!  People affected by the project outcomes"!  People that will build the project"!  People who work with the customers of!the project"!  People who provide user support for project"!  Customers of the project (not end-users)"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 4"
  • 5. Stakeholder Involvement!“Happiness” Poll"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 5"
  • 6. INVOLVING STAKEHOLDERS TIP #1"Empathy is a key element!for UX design and workingwith your stakeholders.""
  • 7. Methods We Will be!Exploring Today"1.  Usability and UX goals"2.  Design scenarios"3.  Stakeholder design reviews"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 7"
  • 8. Why These Methods?""  Quick and easy to learn techniques""  Each method can be fairly structured""  No unnecessary documentation is created""  Involves stakeholders at multiple points""  Passive review and/or active collaboration""  Mixture of individual and group activities""12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 8"
  • 9. Your Mileage MayVary!"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 9"
  • 10. Your Mileage May WillVary!"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 10"
  • 11. 1. Setting Direction with!Usability and UX Goals"http://www.flickr.com/photos/nostri-imago/3137422976/
  • 12. Usability Goals – How it Works"!  Learnability (first time users) "•  The product should be easy to learn"!  Efficiency (experienced users)"•  The product should be efficient to use"!  Memorability (casual users)"•  The product should be easy to remember"!  Error-resistance (all users)"•  The product should minimize usage errors"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 12"
  • 13. Starts the Conversation!about Usability Early!"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 13"
  • 14. Defining Usability Goals"!  Common factors for consideration are"•  Frequency of use"•  Importance of task or need"•  Task structure (e.g. complexity, repetition)"•  Motivation/attitude"!  Assign a priority to each goal (e.g. 1-3)"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 14"
  • 15. Assessing Usability Goals"!  Use a valid + reliable usability survey, such asthe System Usability Scale (SUS)"!  Be sure to observe users, and don’t just rely onwhat they record on a survey"!  Don’t get hung-up on trying to separatelyassess each usability goal"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 15"
  • 16. www.measuringux.com/SUS.ppt
  • 17. UX Goals – How it Feels"!  Can be daunting to articulate and agree upon"!  Product Reaction Cards by Microsoft (2002)"!  118 words (60% positive, 40% negative)"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 17"
  • 18. Sample Product Reaction Cards"Accessible Desirable Gets in the way Patronizing StressfulAppealing Easy to use Hard to use PersonalTime-consumingAttractive Efficient High quality Predictable Time-savingBusy Empowering Inconsistent Relevant Too technicalCollaborative Exciting Intimidating Reliable TrustworthyComplex Familiar Inviting Rigid UncontrollableComprehensive Fast Motivating Simplistic UnconventionalConfusing Flexible Not valuable Slow UnpredictableConnected Fresh Organized Sophisticated UsableConsistent Frustrating Overbearing Stimulating UsefulCustomizable Fun OverwhelmingStraightForwardValuablewww.microsoft.com/usability/UEPostings/ProductReactionCards.doc
  • 19. Example Process for!Defining UX Goals"1.  Each stakeholder selects a set number ofattributes (i.e. 6-10)"2.  All chosen items are posted on a wall"3.  Each stakeholder is given a set number of“points” to vote for each attribute"4.  Visualize results (e.g. word cloud), and furtherrefine as needed"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 19"
  • 20. Word cloud created using wordle.com"Example Reaction Cards!Word Cloud"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 20"
  • 21. Assessing UX Goals"1.  Reduce provided attributes to 60 to 70"2.  Ask participants to select most relevant 10"3.  Pair with a standard usability survey!(e.g. System Usability Scale)"4.  Visualize the results (e.g. word cloud)"5.  Position as one input, not final decision"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 21"
  • 22. INVOLVING STAKEHOLDERS TIP #2"A critical question to askyour stakeholders early on is!“what does success look liketo you?”""
  • 23. 2. Envisioning with!Design Scenarios"http://www.flickr.com/photos/jjpacres/3293117576/
  • 24. What are Scenarios?"!  Descriptions of people and their activities"!  Series of events that results in reaching!a goal"!  Can be described textually or visually"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 24"
  • 25. Example Scenario"“Emma, a sales manager, needs to arrange ameeting with her 5-member sales team to work outthe details of an upcoming promotion. Using themeeting room booking system from her officecomputer she determines when they can all meetthis week and reserves a room with a projector forthe meeting.”!12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 25"
  • 26. Why Use Scenarios?"!  Focus on (high-level) user goals"!  Excellent way to share a vision!(without requiring visuals)"!  Highlights missing specifics early"!  Provides a workflow-based viewpoint"!  Establishes a shared understanding"
  • 27. Why Use Scenarios?"“Scenarios are among the most powerful tools inproduct and service design, with uses ranging fromdeveloping requirements to ensuring that a designaccounts for the full range of possible interactions.”"Kim Goodwin!Author of “Designing for the Digital Age”!and pastVP of Cooper Design"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 27"
  • 28. Possible User Representations!for Scenarios"!  Persona "•  A specific fictional person representing each typeof user"!  User profile"•  A broad summary of relevant user characteristicsfor each type of user"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 28"
  • 29. Design successfactors" Make booking ameeting painless" Provide the bestmeeting roompossible" Leverage existingcalendar toolconceptsKnowledge,*Skills*&*Abili2es*• Very comfortableusing desktopapps and the Web• Undergraduatedegree inMarketing andCommunications• Has seven yearsof related jobexperienceGoals,*mo2ves*&*concerns*• To have her teamdeliver materialson time and onbudget• To meet theperformanceobjectives set byher Manager• To minimize hertime related tomanagementdutiesKey*tasks*&*ac2ons*• Perform multiplejob tasks at once• Books 4-6meetings a day• Providesleadership to herteam withvarious projects• Effectively co-ordinate activitiesof various teammembers“If all these meetings aren’t bad enough, it always take more work than I wantto find a meeting time that works for everyone - along with a suitable room!”Demographics• 46 years old• Has joined the company only one year ago• Responsible for 5-member teamEmma: Sales Team Manager
  • 30. Meeting GoalsMeeting Scheduling TasksTo attend as few meetings as possibleTo find convenient times and locations for meetingsTo ensure needed meeting resources are availableTo not miss attending any scheduled meetingsDecide attendeesAssess available meeting times and locationsBook room and required resourcesCharacteristicsAge 30-55Windows experience Low – High (moderate is typical)Frequency of use At least several times a dayOther software used Microsoft Office, Google Apps, HR SystemUsage MandatoryTurnover rate LowEnvironment of use Desktop, tablets, and smartphonesUser Profile: Managers
  • 31. Personas and/or User Profiles– Good Question!"!  Some considerations…"•  Time and resources"•  Available data"•  Product type"•  Team work style/culture"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 31"
  • 32. User Representations Poll"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 32"
  • 33. Choosing Scenarios to Create"1.  List the user tasks (moderate granularity) ofthe system/product you will be creating"2.  Determine frequency and importance for alltasks to help with scenario creation,prioritization and UI structure decisions"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 33"
  • 34. How to Create Good Scenarios"#  Describe what, not how"#  Be very specific"#  Describe reaching a user goal!(or solving a problem)"#  Include underlying motivation"#  Describe who the user(s) are"#  Include the context of use"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 34"
  • 35. Describe What, Not How"“Emma, a sales manager, needs to arrange ameeting with her 5-member sales team to work outthe details of an upcoming promotion. Using themeeting room booking system from her officecomputer she determines when they can all meetthis week and reserves a room with a projector forthe meeting.”!12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 35"
  • 36. BeVery Specific"“Emma, a sales manager, needs to arrange ameeting with her 5-member sales team to work outthe details of an upcoming promotion. Using themeeting room booking system from her officecomputer she determines when they can all meetthis week and reserves a room with a projector forthe meeting.”!12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 36"
  • 37. Describe Reaching a User Goal"“Emma, a sales manager, needs to arrange ameeting with her 5-member sales team to work outthe details of an upcoming promotion. Using themeeting room booking system from her officecomputer she determines when they can all meetthis week and reserves a room with a projector forthe meeting.”!12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 37"
  • 38. Differences Between!Goals and Tasks"Goals" Tasks"!  Things users want or needto achieve"!  Tends to remain constantover time"!  System independent"!  Reaching a goal changes thestate of the world"!  Must be performed to!reach goals"!  Tends to change over time,often due to technology"!  System dependent"!  May require!problem solving"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 38"
  • 39. Include Underlying Motivation"“Emma, a sales manager, needs to arrange ameeting with her 5-member sales team to work outthe details of an upcoming promotion. Using themeeting room booking system from her officecomputer she determines when they can all meetthis week and reserves a room with a projector forthe meeting.”!12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 39"
  • 40. Describe Who the User(s) Are"“Emma, a sales manager, needs to arrange ameeting with her 5-member sales team to work outthe details of an upcoming promotion. Using themeeting room booking system from her officecomputer she determines when they can all meetthis week and reserves a room with a projector forthe meeting.”!12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 40"
  • 41. Include the Context of Use"“Emma, a sales manager, needs to arrange ameeting with her 5-member sales team to work outthe details of an upcoming promotion. Using themeeting room booking system from her officecomputer she determines when they can all meetthis week and reserves a room with a projector forthe meeting.”!12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 41"
  • 42. Good Scenarios…""  Describe what, not how""  Are very specific""  Describe reaching a user goal!(or solving a problem)""  Include underlying motivation""  Describe who the user(s) are""  Include the context of use"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 42"
  • 43. INVOLVING STAKEHOLDERS TIP #3"Before conducting userresearch, create a research planwith your stakeholders.""
  • 44. 3. Getting Feedback with!Stakeholder Design Reviews"http://www.flickr.com/photos/cspp1/6217471472/
  • 45. Oh, the Troubles I’ve Seen…"!  Wrong type of feedback"!  Personal opinion (wars)"!  Last-minute surprise requirement"!  Multiple concepts causing endless debates"!  Company culture/politics/issues"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 45"
  • 46. One Format That Has!Worked for Me"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 46"
  • 47. 1. Set Level of Feedback"!  Conceptual buy-in"•  Sketchy mockups (e.g. paper + markers, Balsamiq)"!  Detailed content/layout buy-in"•  Wireframes (e.g. PowerPoint, OmniGraffle,Visio)"!  Interactive behavior buy-in"•  Working prototype (e.g. JustinMind, FlairBuilder)"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 47"
  • 48. 2. Define Objective of!the Session"!  For example, to identify potential problemsstate that solutions are “off the table” "!  If a solution is still provided, ask about theproblem it is intended to solve"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 48"
  • 49. 3. Review Goals!and User Descriptions"!  Present usability and UX goals along withuser profiles/personas"!  Earlier stakeholder involvement and sign-offshould minimize “swoop-and-poops”"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 49"
  • 50. 4. Present the Design"!  Walkthrough design based on scenarios"!  State that the design will be shown twice"•  First time for overall context"•  Second time for feedback and Q&A"!  Link shown design solutions to defined goals"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 50"
  • 51. INVOLVING STAKEHOLDERS TIP #4"Learn and speak the language!of your stakeholders.""
  • 52. Wrap-up"© http://www.istockphoto.com
  • 53. Involving Stakeholders Summary""  Usability and UX goals""  Design scenarios""  Stakeholder design reviews"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 53"
  • 54. Related Readings"www.delicious.com/stacks/paulhibbitts"Involving Stakeholders in UX Design"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 54"
  • 55. More Techniques I’ve Used!Successfully with Stakeholders"!  Ad-hoc persona workshops"!  UX design principles"!  Co-design (project definition) workshop"!  Page description diagrams"!  Application maps"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 55"
  • 56. Additional Readings"www.delicious.com/stacks/paulhibbitts"Involving Stakeholders in UX Design – More Techniques"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 56"
  • 57. ThankYou! Further Questions?"Contact info"Web: paulhibbitts.com"Email: paul@paulhibbitts.com"Twitter: @hibbittsdesign"LinkedIn: linkedin.com/in/paulhibbitts"These slides"Speaker Deck: speakerdeck.com/u/hibbittsdesign !SlideShare: slideshare.net/hibbittsdesign/"12-02-22" ©2012 Paul D. Hibbitts.All rights reserved. " 57"