UX Health Check (PhillyCHI)

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    Notes on slide 1

    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

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    UX Health Check (PhillyCHI) - Presentation Transcript

    1. UX Health CheckA measure a day keeps the redesign away
      Livia Labate August 27, 2009
    2. 1. UX Metrics
      2. The UX Health Check
      3. How-to Guide
      Agenda
    3. 1. UX Metrics
    4. You can’t manage what you can’t measure
      - Peter Drucker (or W. Edwards Deming)
    5. responsibility for outcomes
      You can’t managewhat you can’t measure
      ability to grow
      ability to set direction
      ability to achieve goals
    6. 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
    7. Youcan’t manage what you can’t measure
    8. 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)
    9. 2. THE UX HEALTH CHECK
    10. 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
    11. 2. HOW-TO GUIDE
    12. 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
    13. 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
    14. III. Establish Scoring Criteria
      Define the scale and meaning of ranges so scoring is clear to all participating
    15. 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
    16. 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)
    17. VI. Tally and report
    18. 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.
    19. 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
    20. Quick & Dirty UX Health Check Recap
      2
      1
      6
      3
      x
      5
      4

    + livlablivlab, 3 months ago

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