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Mobile UXUs e r Ex p e rie nc e : Why the m o biles p a c e is im p o rta nt?                                  Naga Chokka...
About CRMIT       • Pioneers in SaaS based CRM services and early adopters of Oracle         Cloud       • 800+ man years ...
Safe Harbor Statement           • This is not a session on UX design, Nor I am             qualified to do one such sessio...
Must Have? Really?           • Imagining / Designing             good UX is difficult              • Agreed!           • U...
So, What is UX?           • Before we get to that,              • UX is different from UI           • I googled for it    ...
UX Vs UI                    UI = Cycle, Handle Bar,                     Seat, Pedal, Wheels,                     Water Bot...
UX Vs UI                    UX = Feeling you get                     from cycling        Mobile UX                 www.crm...
Continuous Cycle      • Before      • During      • After      • Every Cycle Enforces        Our Views About The        Pr...
UX Vs UI : @ Mobile Apps           • User’s perceptions and feelings           • Before, during and after their interactio...
Mobile UX           • Creating mobile user experiences that delight             users              • Cant redo whatever av...
Mobile UX (2)           • Mobile has much more to offer in terms of             hardware, software features              •...
Mobile UX (3)           • Example: GPS              • Vehicle insurance scenario              • Courier Delivery scenario ...
Mobile UX Considerations           •   Device types / Features           •   Screens           •   Input mechanisms (Touch...
UX Design Points           • Appearance: How it looks           • Interaction: How I access it           • Information: Wh...
UX Design Points (2)           • Good News, These 6 Design Points apply             to anything              • Games      ...
UX Design Points (3) • Example: Espn Cricinfo Mobile App        •      How it looks?        •      How I access it?       ...
Few Guidelines           • Identify your users, how things             work from their angle           • Filter features, ...
Few Guidelines (2)                    • Optimize Content                       • 500+ different screen sizes              ...
Few Guidelines (3)           • Design For Interruption           • Give control to users             • Example: Skip Intro...
Few Guidelines (4)           • If using Advertisements, think of             "Engagement Quotient“              • More eng...
Few Guidelines (5)           • Limit inputs / Typing           • Use Analytics to reveal mobile behaviors           • List...
Mobile First           • If you design mobile first, you             create agreement on what             matters most    ...
References           • The Elements Of The Mobile User Experience By             Lyndon Cerejo               http://mobile...
Image Credits           •   http://www.apple.com/           •   https://foursquare.com/           •   http://delightcircle...
Thank You        Mobile UX       25      www.crmit.com© CRMIT 2012
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User experience - Why the mobile space is important

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This session will focus on why UX is more important in mobile space than desktop software, and best practices for making sure that your application provides a compelling user experience.

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  • Project lead – 60% Secondary – 20% CRM++ - 20% CRM++ Applications for accelerated deployments and enhanced Customer Experience Largest Cloud based CRM – deployed 20K+ users – Standard Chartered Bank
  • 11/28/12 18:30
  • Transcript of "User experience - Why the mobile space is important"

    1. 1. Mobile UXUs e r Ex p e rie nc e : Why the m o biles p a c e is im p o rta nt? Naga Chokkanathan Nov 2012 Director, Innovation
    2. 2. About CRMIT • Pioneers in SaaS based CRM services and early adopters of Oracle Cloud • 800+ man years of deployment, implementation & migration expertise • 200+ certified CRM consultants • 175+ successful CRM / CX deployments including custom development and integration • 100+ CRM training engagements globally • 20+ countries with on site support presence • CRM++ PC & Mobile applications for accelerated deployments (3000+ user base) Mobile UX www.crmit.com© CRMIT 2012
    3. 3. Safe Harbor Statement • This is not a session on UX design, Nor I am qualified to do one such session  • As a designer, developer and consumer of mobile apps, I have • Tried visualizing my apps in hands of an user • Arrived at best practices minimally required • UX is NOT just “Good To Have“ • A good mobile app with poor UX is outright being rejected by people • they have enough choices Mobile UX www.crmit.com© CRMIT 2012
    4. 4. Must Have? Really? • Imagining / Designing good UX is difficult • Agreed! • Unfortunately, Realizing bad UX is very easy • People are doing it everyday! • Even Kids! Mobile UX www.crmit.com© CRMIT 2012
    5. 5. So, What is UX? • Before we get to that, • UX is different from UI • I googled for it • User Interface design is the part of the product that faces the user when he looks at the site, and the User Experience is how they feel when they look at the site • Hmmm, Forget it, we need a simpler example! Mobile UX www.crmit.com© CRMIT 2012
    6. 6. UX Vs UI UI = Cycle, Handle Bar, Seat, Pedal, Wheels, Water Bottle, MP3 Player etc., Mobile UX www.crmit.com© CRMIT 2012
    7. 7. UX Vs UI UX = Feeling you get from cycling Mobile UX www.crmit.com© CRMIT 2012
    8. 8. Continuous Cycle • Before • During • After • Every Cycle Enforces Our Views About The Product • Positive, Or • Negative Mobile UX www.crmit.com© CRMIT 2012
    9. 9. UX Vs UI : @ Mobile Apps • User’s perceptions and feelings • Before, during and after their interaction with your mobile presence Mobile UX www.crmit.com© CRMIT 2012
    10. 10. Mobile UX • Creating mobile user experiences that delight users • Cant redo whatever available in desktop • Dont Shrink, Rethink : Nokia • Example: • Paper Survey Vs • Website Survey Vs • Mobile Survey Mobile UX www.crmit.com© CRMIT 2012
    11. 11. Mobile UX (2) • Mobile has much more to offer in terms of hardware, software features • Example: GPS, Accelerometer, Apps • We need to use them, but not for the sake of using them • What do we mean by THAT? Mobile UX www.crmit.com© CRMIT 2012
    12. 12. Mobile UX (3) • Example: GPS • Vehicle insurance scenario • Courier Delivery scenario • Or, Easy to imagine, FourSquare / Facebook Checkin • Example: Accelerometer • Shake to Undo • Shake to Clear the drawing surface • Match the experience expected, with the features available, not the other way Mobile UX www.crmit.com© CRMIT 2012
    13. 13. Mobile UX Considerations • Device types / Features • Screens • Input mechanisms (Touch / Non Touch etc.,) • Connectivity • User Types • Technology • More… Mobile UX www.crmit.com© CRMIT 2012
    14. 14. UX Design Points • Appearance: How it looks • Interaction: How I access it • Information: What it is • Structure: How it is presented • Conceptual Model: Whether it makes sense to me • Value: Whether it matters to me (From "User Experience Workshop" By Motivate Design) Mobile UX www.crmit.com© CRMIT 2012
    15. 15. UX Design Points (2) • Good News, These 6 Design Points apply to anything • Games • Productivity Apps • Information Apps • Enterprise Apps • Even Entertainment Apps! Mobile UX www.crmit.com© CRMIT 2012
    16. 16. UX Design Points (3) • Example: Espn Cricinfo Mobile App • How it looks? • How I access it? • What it is? • How it is presented? • Whether it makes sense to me? • Whether it matters to me? Mobile UX www.crmit.com© CRMIT 2012
    17. 17. Few Guidelines • Identify your users, how things work from their angle • Filter features, based on mobile relevance • Use mobile features (Hardware, software) as applicable / available • Example: "Call Us" Button along with Phone number • But at the same time, Take care of the “minimal configuration” scenario Mobile UX www.crmit.com© CRMIT 2012
    18. 18. Few Guidelines (2) • Optimize Content • 500+ different screen sizes • Easy to Read, and Easy to Tap • Hei, I didn’t click THAT! • Use Task Based Design • Focus on number of clicks (or taps) required to get something done • Allow easy search / filter • Time Is Precious! Mobile UX www.crmit.com© CRMIT 2012
    19. 19. Few Guidelines (3) • Design For Interruption • Give control to users • Example: Skip Introduction, Visit a full website (Wordpress) • Use a prototyping development model • Experiment with Easy to build, Okay to fail models such as HTML, before you develop native apps • Get feedback from pilot group, rework Mobile UX www.crmit.com© CRMIT 2012
    20. 20. Few Guidelines (4) • If using Advertisements, think of "Engagement Quotient“ • More engaged users are, more true clicks you get • Glanceability • Visual Consistency • Across Mobile, Tablet, Web, Print etc., • Provide Feedback • Make Actions Reversible Mobile UX www.crmit.com© CRMIT 2012
    21. 21. Few Guidelines (5) • Limit inputs / Typing • Use Analytics to reveal mobile behaviors • Listen to your users • Direct / Indirect feedback • Usage Logs • Crash reports • Uninstall statistics • Keep Reviewing / Reworking your design! Mobile UX www.crmit.com© CRMIT 2012
    22. 22. Mobile First • If you design mobile first, you create agreement on what matters most • You can then apply the same rationale to the desktop version of the website • We agreed that these were the most important features and content for our customers and business, why should that change with more screen space? Luke Wroblewski Mobile UX www.crmit.com© CRMIT 2012
    23. 23. References • The Elements Of The Mobile User Experience By Lyndon Cerejo http://mobile.smashingmagazine.com/2012/07/12/eleme • Mobile First By Luke Wroblewski http://www.lukew.com/resources/mobile_first.asp • User Experience Workshop By Motivate Design http://www.slideshare.net/Motivate_Design/user-experien • Ten Tips For Mobile UX By Alex Sbardella http://www.redant.com/articles/ten-tips-for-mobile-ux • Task Based User Interface Design By Martijn Van Welie http://www.welie.com/papers/Welie-PhD-thesis.pdf Mobile UX www.crmit.com© CRMIT 2012
    24. 24. Image Credits • http://www.apple.com/ • https://foursquare.com/ • http://delightcircle.com/ • http://www.twitter.com/ • http://www.lukew.com/ • http://www.flickr.com/photos/kowitz/4177587044/ • http://www.flickr.com/photos/mobikefed/433911702/ • http://www.flickr.com/photos/14degrees/6036499491/ • http://www.flickr.com/photos/alltheaces/2417204812/ • http://www.flickr.com/photos/bodhack/3361470968/ • http://www.pinterest.com/ • http://en.wikipedia.org/wiki/File:M%C3%B6bius_strip.jpg • http://commons.wikimedia.org/wiki/File:Imovelwebmobile.jpg Mobile UX www.crmit.com© CRMIT 2012
    25. 25. Thank You Mobile UX 25 www.crmit.com© CRMIT 2012
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