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UX Health Check (PhillyCHI)
 

UX Health Check (PhillyCHI)

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UX Health Check presentation given at PhillyCHI on August 27, 2009 by Livia Labate.

UX Health Check presentation given at PhillyCHI on August 27, 2009 by Livia Labate.

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  • I love how you emphasized the Drucker quote in slides 4-7. Nice!
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Edit your comment
  • StakeholdersHow many of you consider yourself business stakeholders? Why/why, not?Do we need measures for UX? Why/why not?
  • If you are not able to assess how you are doing, you don’t really know where you are and you are unable to effectively steer in the right direction.What are the most important words in this quote?
  • As a business stakeholder whose works directly impact the quality of the product or service, you are inherently responsible for managing what you are responsible for.
  • Measures enable management by giving you a sense of place.
  • Do it for yourself. Then do it for your users. Then do it for your business.Doesn’t matter HOW you’re measuring in order to manage, but that you embrace that sentiment. But how are you doing it?
  • You already have methods.Are you over-emphasizing one over the other?
  • UX Health Check does not replace ANY of the approaches, it helps you bring them together.
  • Why did we come up with a new way to assess progress/success when we had all those tools already?
  • Reality is subjective and personal preference does get in the way of making an assessment. Diversity of methods too. UX Health Check attempts to find common ground
  • UX Health Check does not replace ANY of the approaches, it helps you bring them together.
  • Who does this well?
  • Problem areas that need loveGaps where UX doesn’t meet the visionChart UX progress over time

UX Health Check (PhillyCHI) UX Health Check (PhillyCHI) Presentation Transcript

  • UX Health CheckA measure a day keeps the redesign away
    Livia Labate August 27, 2009
  • 1. UX Metrics
    2. The UX Health Check
    3. How-to Guide
    Agenda
  • 1. UX Metrics
  • You can’t manage what you can’t measure
    - Peter Drucker (or W. Edwards Deming)
  • responsibility for outcomes
    You can’t managewhat you can’t measure
    ability to grow
    ability to set direction
    ability to achieve goals
  • assessing progress towards goals
    knowing where you are
    You can’t manage what you can’t measure
    making confident decisions
    monitoring responses
    asking the right questions
  • Youcan’t manage what you can’t measure
  • How do you measure UX?
    Behavioral (observed/tracked)
    Eyetracking
    Ethnographic study
    Web tracking
    Contextual inquiry
    A/B testing
    Usability testing (in lab)
    Search log analysis
    Usability testing (remote)
    direct
    (qualitative)
    Indirect
    (quantitative)
    In-person interviewing
    Competitive Analysis
    Diary study
    Online community feedback
    Online surveying
    Twitter feedback
    Focus group
    Card sorting
    Email surveying
    Forum feedback
    Phone surveying
    Phone interviewing
    Email feedback
    Attitudinal (self-reported)
  • 2. THE UX HEALTH CHECK
  • A method to qualify aspects of the user
    experience through quantitative measures.
    • Applicable to any product or service
    • Measures detailed feature sets or very generalized notions of service.
    • Introduces a shared language for teams to discuss elements of the user’s experience.
    The UX Health Check
  • 2. HOW-TO GUIDE
  • I. Deconstruct the service
    Break down the parts of the product or service to a level they can be looked at in isolation and still be comparable to examples elsewhere
    search
    inbox
    filters
    RSS
    tags
    folders
  • II. Choose benchmarks
    Identify existing solutions (products and services in any industry or domain) that have similar capabilities to the ones identified for comparisons.
    Amazon.com
    Twitter.com
    Gmail.com
    search
  • III. Establish Scoring Criteria
    Define the scale and meaning of ranges so scoring is clear to all participating
  • IV. Set targets
    Go through each capability and ask the question: “How good do we need to be at this to meet our business goals and user expectations?”
    Amazon.com
    Twitter.com
    Gmail.com
    search
    50
  • V. Evaluate and score
    Review current state and ask: “Compared to our targets and where we want to be, how well are we doing are we today?”
    Behavioral (observed/tracked)
    Eyetracking
    Ethnographic study
    Web tracking
    Contextual inquiry
    A/B testing
    Usability testing (in lab)
    Search log analysis
    search
    Usability testing (remote)
    30
    direct
    (qualitative)
    Indirect
    (quantitative)
    In-person interviewing
    Competitive Analysis
    Diary study
    Online community feedback
    Online surveying
    Twitter feedback
    Focus group
    Card sorting
    Email surveying
    Forum feedback
    Phone surveying
    Phone interviewing
    Email feedback
    Attitudinal (self-reported)
  • VI. Tally and report
  • To provide a snapshot of the experience at a point in time AND track its evolution over time.
    To identify which are the biggest problems and opportunity areas to influence future work prioritization and product direction.
    To address the “why are we spending time on this thing and not that thing?” types of questions.
    Good reasons to give it a try
    To answer “How well does this service meet user needs, expectations and motivations?” in terms all groups can understand.
    To help the team ask better questions collectively and focus on things that matter.
    To serve as a concrete artifact portraying how your work is directly affecting the outcomes.
  • If you’d like help doing your first UX Health Check, we’re happy to help:
    @livlab (http://livlab.com/thinkia)@austingovella (http://thinkingandmaking.com)
    http://uxhealthcheck.com
    Thank you.
    Pssst, don’t forget! IDEA 2009 September 14-16, 2009
    http://ideaconference.org
  • Quick & Dirty UX Health Check Recap
    2
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    6
    3
    x
    5
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