Understanding User Experience Workshop - Interlink Conference 2012
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Understanding User Experience Workshop - Interlink Conference 2012



Slides from the 'Understanding User Experience' Workshop at Interlink Conference 2012.

Slides from the 'Understanding User Experience' Workshop at Interlink Conference 2012.



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  • Brilliant. Thank you so much!
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  • Thanks for this insightful, well thought out deck. I agree that User Research is perhaps the most important part of user experience design. It's not as hard a sell as it used to be, though. You listed business strategy early on as having an impact on user experience. However, I think the front end of the UX process section would benefit from a UX Strategy piece, similar in scope to the usability section.

    Thanks again for publishing this workshop.

    Paul Bryan
    Retail UX
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Understanding User Experience Workshop - Interlink Conference 2012 Understanding User Experience Workshop - Interlink Conference 2012 Presentation Transcript

  • UnderstandingUser ExperienceLynne Jessica PolischuikInterlink Conference—Vancouver, BCJune 2012@lynneux www.lynneux.com
  • My journey to ‘UX’?
  • Originally, I did a lot of this…
  • ...and then I discovered this…
  • …before I finally realized it was really all about this.
  • What is‘User Experience Design’?
  • “As my careerprogresses Im lessclear on what designis, and more clear onwhat it does.”~@sarafrisk
  • 10 Things User Experience Design is NOT…1. User interface (UI) design2. A ‘step in the process’3. Just about technology4. Just about usability5. Just about the user6. Expensive7. Easy8. The role of one department9. A single discipline10. A choice ~@whitneyhess
  • User Experience Designis a challenge becausethere really are no‘best practices’.There isn’t one perfect process orideal set of tools.
  • With User Experience Design, everyUser Project Client is different.
  • ‘Practice’ or ‘Process’ will also vary depending on your situation. Consultant? Freelance? In-house?
  • UX Design is comprised of many disciplines: User Research Business and Product Strategy Content Strategy Information Architecture Interaction Design Visual Design Usability Service Design Customer Experience Product Design and Management
  • “How can I beall of those things?!”
  • The short answer?You can’t.
  • You want to be a‘UX Practitioner’?
  • EmpathizeCommunicate
  • One thing will remain a constant:The need to facilitate understanding between your users and your organization.
  • Facilitate Understanding
  • Listen to your usersLearn about your usersTell their stories
  • Today we will look at ways to answerthree important questions Who are we designing for? How can we meet their needs? Did we get it right or could we do it better? Part One: Discovery—Empathy Mapping—Personas Part Two: User Research—Design Studio—Design Principles Part Three: Usability Testing—Metrics and Analytics—Iteration
  • Discovery
  • Discovery is key to successful design projects.Determine key stakeholders and what their roles areGet a clear understanding of vision and existing strategyDetermine what is already known about their audienceGain domain and subject matter knowledge, ‘learn the vernacular’Begin to flesh out user/audience profiles and scenarios
  • How do I get all this information?
  • Discovery activities that will get you what you need:Kick-off meeting with design and stakeholder teamOne-on-one interviews with individual stakeholdersReview web analytics or internal metrics data that is availableReview support or help desk tickets and customer inquiriesReview any existing user or market research that has been completed
  • Who is a ‘stakeholder’? CEO and executive team, but also: Sales and marketing managers Support team and members of operations staff Technical lead and IT or development team members
  • Executives help provide visionand strategy, but you want to talkto any people on the team whoengage directly with existing andprospective users.
  • It is also key to engage all members of the team inthis process as you want ownership of successfuluser experience to be organization-wide.
  • Empathy Mapping
  • Empathy Mapping helps to contextualize data: Takes abstract information and places it in a ‘human’ context Helps to sketch out potential scenarios for use of product or service Lays the foundation for more formal ‘personas’ the team can refer to as they research further and design Let’s make one!
  • Personas
  • Personas provide a ‘snapshot’ or profile of your user. Using your empathy maps, you can flesh out more formal ‘user stories’ and identifiable characters Enables the entire organization to envision and understand the user, and their needs, motivations and behaviours Provides a reference point for further research, design principles and through ongoing iteration Some examples of personas and profiles:
  • Using the Empathy Map you created… Work with your team to build a ‘Persona’: 1. ‘Sketch’ your user and give them a name. Draw their portrait! 2. Tell their story and outline the scenario in which your product or service might fit 3. Remember to use and include things such as user Quotes, Behaviours, Considerations and Pain Points/Frustrations 4. Present your persona to the group for feedback and critique These Personas will be used later to help draft your Design Principles.
  • User Research
  • User Research is perhaps the most important part of user experience design. It is also typically the hardest sell.
  • Yeah, but this study will delay out launch date.Yeah, but we already know what the problems are.Yeah, but aren’t our designers suppose to know what people need?They’re the experts.Yeah, but we can’t learn much from only five participants.Yeah, but we just want to launch and see if it sticks. We’ll fix it later.Yeah, but we can’t pay that much for this.Yeah, but our product managers already do interviews and look at analytics.Yeah, but A/B testing gives us all the answers we need.Yeah but how statistically significant is a study with five participants?Yeah, but can’t we run a quick study with internal users instead?Yeah, but research sounds so academic.Yeah, but Market Research already answered our questions. ~@tsharon
  • Why is research so important? Helps you to validate assumptions about users’ behaviours and needs Can help identify any opportunities or gaps in the current experience Assists with producing a set of user-aligned design principles you can use to drive design
  • What is ‘Guerrilla Research? The type of research you do when you have little time or budget. It’s an excellent ‘gateway drug’. What makes something ‘Guerrilla’ ? Russ Unger, author of Project Guide to UX Design: Usually very similar to regular research techniques, just less time, cost & rigor: 1. It’s quick. From recruiting to interviewing to testing in the time it might have taken just to recruit participants for a non-Guerrilla study. 2. It’s cheap. Save on costs by recruiting existing users, non-project internal staff, family members, friends--even people in Starbucks or on the street. 3. It’s enough. Usually even 3 to 5 research participants can give you a good idea of whether or not something works or requires additional refinement.
  • How are Personas related to Research?Research can help you further validate and/or refine your Personas.Recruit more accurately: Your initial ‘persona sketch’ can help draft your ‘screener’.Scenarios and stories help you to frame research questions and tasks. Screener Survey Research Plan
  • What does a Research project look like? Collecting Data: Audience Research Research Personas Recruiting Profiles Plan Sessions Analyzing Data: Data Data Design Design Analysis Synthesis Principles
  • ‘Data Synthesis’ is not as scary as it sounds.
  • Design Principles
  • Design Principles are the main pillars of yourdesign. They are core actions or behaviours itmay need to support, or overall considerations that should be carried through the design.
  • An example of Design Principles: 1. Conform to users’ mental model of the system 2. Convey requirements, set expectations and provide wayfinding 3. Reduce duplication of data entry and overall user effort 4. Use inline validation and ‘Poka-yoke’
  • Mini Design Studio
  • Design Studio is a great way to involve your entire team or organization in the design process. It should not be confused with ‘design by committee’.
  • Using the Personas you created… You will work with your team to develop a set of Design Principles. 1. Individually, sketch out some features and design ideas for your concept. 2. Pair off with another team mate and present your sketches to each other. Critique and keep the best ideas from each design, combining them into one large sketch. 3.Get back into your group of four, and have each pair present their design. 4. Working together as a group, combine the best ideas from each sketch into one large sketch that you can present to the other groups for critique. Go!
  • Usability Testing
  • Surprise!You just made a wireframe.
  • These are all wireframes.
  • These are both wireframes: The net results of a successful Design Studio.
  • Prototypes don’t need to be formal or fancy.Prototypes can range from pencil sketches to fully mocked and annotated‘wireframes’.As long as your design is communicated you can put it in front of users forfeedback.Test early and often! Better to get several rounds of feedback then wait.
  • Conduct ‘Guerrilla Testing’:1. Put even a paper prototype in front of someone2. Don’t explain what they should be doing, just ask them to look3. Ask how they feel about the design, and allow them talk through it
  • What are some good tools for capturing usability tests?
  • Are online usability testing tools worth it?Moderated remote testing using Skype or GoToMeeting can be effective.Automated online testing using tools such as UserTesting.com are less so.
  • Drawbacks of online tools:You can’t see the users’ facial expressions or body language.If you are using an unmoderated tool, you can’t probe or ask follow up questions.Benefits of online tools:Testing remotely enables you to test a large number of users without theassociated travel costs. Very good value.Can provide fast, inexpensive, high-level feedback. Good way of grabbing low-hanging fruit with minimal effort.
  • Metrics & Analytics
  • You need to know if what you’ve done isworking, and you need to prove the value of your work. Accountability = Credibility
  • The $12,000,000 form field?
  • Become familiar with web analytics tools and data.
  • Iterate
  • Once your design is live, implement a cycle of continuous iteration and improvement.
  • How can we improve our designs?Usability Testing: Enables you to continuously incorporate end-user feedback.Web Analytics Data: You can “benchmark” your designs and measure changes and improvementsagainst these.Optimization Techniques: Employ A/B and multivariate testing to test more radical design changessafely or test a series of smaller design ideas with less overhead.
  • What is ‘Lean UX’? ~@jboogie
  • Thank you!Full resource guide available at:www.analyticsforux.com/interlink-resourcesReferences:10 Most Common Misconceptions About User Experience Design - By Whitney Hess - http://www.slideshare.net/whitneyhess/10-most-common-misconceptions-about-user-experience-designGetting Guerrilla With It - UXMag Article No, 620, February 15, 2011 - By Russ Unger and Todd Zaki Warfel - http://uxmag.com/articles/getting-guerrilla-with-itLean UX: Getting Out of the Deliverables Business - Smashing Magazine, March 7, 2011 - By Jeff Gothelf - http://uxdesign.smashingmagazine.com/2011/03/07/lean-ux-getting-out-of-the-deliverables-business/