Help and Services Portal - Design Process

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Covers some of the the design and decisions behind the Help and Services Portal for The University of British Columbia website. Presented on Nov 17, 2010

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  • Help and Services Portal - Design Process

    1. 1. Help & Services PortalDESIGN PROCESS
    2. 2. HELLO!
    3. 3. AS A DESIGNER...data data data
    4. 4. Design Process
    5. 5. ObjectivesUnderstand design
    6. 6. ObjectivesUnderstand designUnderstand user motivations
    7. 7. ObjectivesUnderstand designUnderstand user motivationsUnderstand web navigation
    8. 8. ObjectivesUnderstand designUnderstand user motivationsUnderstand web navigationUnderstand information architecture
    9. 9. ObjectivesUnderstand designUnderstand user motivationsUnderstand web navigationUnderstand information architectureSee how all these fit in Help andServices
    10. 10. Objectives ABSTRACTUnderstand designUnderstand user motivationsUnderstand web navigationUnderstand information architectureSee how all these fit in Help and CONCRETEServices
    11. 11. Design
    12. 12. What is design?
    13. 13. What is design?
    14. 14. What is design?
    15. 15. What is design?
    16. 16. “Well Designed” STAINLESS STEEL THINRETINA DISPLAY APPS ACCELEROMETER SLEEK USER INTERFACE A4 PROCESSOR MULTI-TOUCH MIC + SPEAKERS PACKAGING
    17. 17. Design = plan
    18. 18. Plan implies goalPlan implies problems
    19. 19. Design = achieving goalsDesign = solving problems
    20. 20. IN WEB DESIGN...“What problem are we trying to solve?”
    21. 21. SITES NEED PEOPLE(USERS, VISITORS, CUSTOMERS...)
    22. 22. User Motivation
    23. 23. Users have a goal
    24. 24. “Why are they on your site?”Creating something
    25. 25. “Why are they on your site?”Creating somethingPerforming a transaction
    26. 26. “Why are they on your site?”Creating somethingPerforming a transactionControlling or monitoring something
    27. 27. “Why are they on your site?”Creating somethingPerforming a transactionControlling or monitoring somethingConversing with other people
    28. 28. “Why are they on your site?”Creating somethingPerforming a transactionControlling or monitoring somethingConversing with other peopleBeing entertained
    29. 29. “Why are they on your site?”Creating somethingPerforming a transactionControlling or monitoring somethingConversing with other peopleBeing entertainedFinding information
    30. 30. PEOPLE WANT INFORMATION (AT LEAST FOR OUR PURPOSES)
    31. 31. IN WEB DESIGN...“What problem are we trying to solve?”
    32. 32. IN WEB DESIGN...“What problem are we trying to solve?” SITES NEED PEOPLE
    33. 33. IN WEB DESIGN... “What problem are we trying to solve?” SITES NEED PEOPLE +PEOPLE WANT INFORMATION
    34. 34. IN WEB DESIGN... “What problem are we trying to solve?” SITES NEED PEOPLE OUR SITE NEEDS TO + = HELP PEOPLE FINDPEOPLE WANT INFORMATION INFORMATION
    35. 35. OMG
    36. 36. “How do people find information on the web?”
    37. 37. Web Navigation
    38. 38. JOHN’S AWESOME BAND Home
    39. 39. JOHN’S AWESOME BAND Home AboutMusic Contact JAB
    40. 40. JOHN’S AWESOME BAND Home AboutMusic Contact JAB
    41. 41. JOHN’S AWESOME BAND Home Tour AboutLyrics News Music Contact Gallery Fans Store dates JAB
    42. 42. Home page = summary
    43. 43. JOHN’S NOT-SO-AWESOME BAND Home
    44. 44. complex home page = complex summary =complex navigation
    45. 45. complex navigation is bad for finding information
    46. 46. Solution? Portals (Categories, galleries, etc.)
    47. 47. JOHN’S AWESOME BAND Home AboutPORTALS News Music JAB Contact Fans
    48. 48. Portals are “intermediate summaries”
    49. 49. Hence... Help And Services Portal
    50. 50. “But how do these portals work?”
    51. 51. Information Architecture
    52. 52. Information architecture is the organization of content (THROUGH CLEVER USE OF HEADINGS)
    53. 53. “Why?”
    54. 54. People are impatient.(They skim when they read on the web.)
    55. 55. Examples of information architecture in ACTION
    56. 56. 1 2 3INFORMATION ARCHITECTUREGOOD EXAMPLE
    57. 57. INFORMATION ARCHITECTUREBAD EXAMPLE
    58. 58. SummaryDesign = problem solving / achieving goals
    59. 59. SummaryDesign = problem solving / achieving goalsWeb design: Users want to find information
    60. 60. SummaryDesign = problem solving / achieving goalsWeb design: Users want to find informationProblem: How to get users to find information
    61. 61. SummaryDesign = problem solving / achieving goalsWeb design: Users want to find informationProblem: How to get users to find informationProper use of navigation (e.g. portals)
    62. 62. SummaryDesign = problem solving / achieving goalsWeb design: Users want to find informationProblem: How to get users to find informationProper use of navigation (e.g. portals)Guide user to scan portal via proper headings
    63. 63. Help Portal
    64. 64. Services Portal
    65. 65. “Can we use the same solution fromHelp to solve Services’ problems?
    66. 66. 1 2 4 3SERVICES PORTALNO, YOU CAN’T BE LAZY AND REUSE THE HELP PORTAL’S LAYOUT
    67. 67. different content = different problem =different solution
    68. 68. Caveats
    69. 69. 1. Designs aren’t tested
    70. 70. 2. Portals (while important) aren’t the answer; content is.
    71. 71. Thus, as content writers... good design depends on YOU.
    72. 72. Thank you!john.chan@ubc.ca@jtcchan

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