Three Secrets of Successful User Experience Design Alberta Municipal Web Group presented by Jess McMullin nForm User Experience | www.nForm.ca March 27, 2008

INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION

INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 1

JESS I’m

1996

2003

IDEAS+ TOOLS

INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 2

Elements of UX Jesse James Garrett “The Elements of User Experience”

RECAP SAME PAGE

INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 3

How can teams design solutions that create the most value?

value centred design

BUSINESS GOALS HUMAN NEEDS OFFERING DELIVERY

HOW

SECRET #1

DISOBEY

DON’T DO WHAT YOUR USERS TELL YOU TO DO

DON’T DO WHAT YOUR BOSS TELLS YOU TO DO

INSTEAD

discover behavior

obey behavior, not opinion SECRET #1

market research vs. user research

SOME TOOLS

research industry

ethnography guerilla

box design the

Design the Box How To Design the Box Create a box for the product, even if it isn’t shipped in a box. Elements for the Box Front: Name Tagline 3 key selling features Imagery / Color / Type (Later) Box Back: Feature Set System Requirements From Jim Highsmith, Cutter Institute

How To Design the Box

Create a box for the product, even if it isn’t shipped in a box.

Elements for the Box Front:

Name

Tagline

3 key selling features

Imagery / Color / Type (Later)

Box Back:

Feature Set

System Requirements

sketching conversational

map experience

RECAP VALUE

Disobey opinion. Discover behavior to guide system design decisions. Go beyond market research.

INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 4

How can teams minimize risk and maximize benefits as they adopt new approaches?

surprises NO

You what?

HOW

SECRET #2

FAIL FASTER, TOGETHER

DON’T TRY TO GET IT RIGHT THE FIRST TIME

INSTEAD

TRY TO DO IT RIGHT THE FIRST TIME

Iterate together to mitigate risk SECRET #2

Process Overview

NOT RUP By itself

harmful iteration

Review & Approve

Review & Approve

Power Imbalance

Exercise

Draw a house

Pair Up. Person who’s birthday is next is the reviewer.

Review the house. How well does it match the house you drew?

Now draw a house together.

To design the right solution we have to define the right problem.

SOME TOOLS

Working Together Get People

paper prototype

sketchboard

model alignment

How to align user needs, business drivers, and online offerings.

swimlanes

usability testing

RECAP RISK

Fail faster: iterate to mitigate risk. Use low-fi methods to prototype early and often.

INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 5

How can teams ensure organizational support and buy-in for user experience beyond a one-off pilot or experiment?

Crossing the Chasm Geoffrey Moore “Crossing the Chasm” 1991

HOW

SECRET #3

BE EXPLICIT

IF PEOPLE DON’T KNOW ABOUT UX THEN DOES UX MATTER?

Clearly tie UX efforts to project success SECRET #3

SOME TOOLS

metrics

skunkworks

PARTNER PILOT PUBLICIZE

experience governance of

The nForm Web Management Model

RACI Responsible Accountable Consulted Informed

RECAP ADOPTING

Tie UX to project success. Use metrics, champions, and granular governance to build UX buy-in.

closing in

DISOBEY FAIL FASTER BE EXPLICIT

http://www.sxc.hu/photo/890642

Thank You! jess DOT mcmullin AT nform.ca 1.800.670.7025 www.nForm.ca www.bplusd.org www.slideshare.net/jessmcmullin

jess DOT mcmullin AT nform.ca 1.800.670.7025 www.nForm.ca www.bplusd.org www.slideshare.net/jessmcmullin Questions?