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Embedding usability from scratch

Embedding usability from scratch



This presentation was for a session at #uxcamplondon with Jessica Hall, on embedding usability from scratch in an organisation.

This presentation was for a session at #uxcamplondon with Jessica Hall, on embedding usability from scratch in an organisation.



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    Embedding usability from scratch Embedding usability from scratch Presentation Transcript

    • embedding usability from scratch
    • Our journey
    • 1. create awareness
      Photo credit: http://www.flickr.com/photos/daveknapik/3411517704/
    • 1. create awareness
      Show evidence – quotes, analytics data, user testing clips
      Focus on business benefits – phone transactions cost around £3.22, as compared to 27p on the web!
      Show examples of good and bad design
      Identify who you’re engaging or designing online services for
      • We need customer profiling data to develop personas
      • Everyone is a web expert and usability is a buzzword
    • 2. develop in-house skills
      Photo credit: http://www.flickr.com/photos/t0msk/3983980813/
    • 2. develop in-house skills
      Buy and share books, links etc.
      Commit to some formal training
      Attend free events e.g. Cambridge Usability Group
      Write simple step-by-step guides e.g. cognitive walkthroughs
      Use consultancy to fast track skills and increase capacity (but in a way that supports in-house teams)
      • We lack hands on experience to turn theory into practise
      • UX takes time/focus - this is in addition to our day jobs
    • 3. change process & governance
    • 3. change process & governance
      Fit UX into existing processes - Prince2 project management, Agile (SCRUM), procurement etc.
      Aim to get usability built into all web projects (still working on this one!)
      Show it works – build convincing case studies
      Build UX into the project business case (cost savings)
      Highlight what goes wrong when there’s no UX
      • We need consistent measures e.g. task performance, conversion rates, satisfaction, emotional response
      • Business owners don’t appreciate the cost of poor design
    • 4. establish a toolkit
      Photo credit: http://www.flickr.com/photos/capcase/2735500813/
    • Get a mobile usability lab – laptop, webcam, microphoneand Silverback or Morae
      Get some sharpies and lots of post-its
      Try out web tools that are free or cheap e.g. Loop11, Mockingbird, Crazy Egg
      • Not easy to achieve in a ‘lockdown’ IT environment
      • Budget for tools is limited
      4. establish a toolkit
    • 5. dedicate resource
      Illustrationredit: http://www.flickr.com/photos/terryhart/3964492825/
    • 5. dedicate resource
      We learnt that UX research and design is time consuming
      Using a UX contractor helped demonstrate the value of dedicated resource, but budget is tight
      I’ve skilled up our content team and project managers, but they struggle to do focused UX in addition to their day jobs
      But from June, we’ll have a dedicated post 