UX from 30,000ft (COMP33512 - Lecture 1 & 2 - 2012/2013)
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UX from 30,000ft (COMP33512 - Lecture 1 & 2 - 2012/2013)

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Website Link: http://ocw.cs.manchester.ac.uk/ux/category/week-1/ ...

Website Link: http://ocw.cs.manchester.ac.uk/ux/category/week-1/
Video URL: http://youtu.be/713StcGcUf0
Slides: http://www.slideshare.net/simon-harper/user-expereince-week-1-slides

Lecture 01 - 'What Should You Expect' -- here we will discuss how the course will proceed, what you'll learn (and what you wont). We'll discuss examples of the coursework, and set out the rationale for our discussions around the course text. You'll learn what I expect from you, and what you can expect from me.

Lecture 02 - 'Everything is Wrong!' -- OK, OK - not everything is wrong, but some things are! Beyond the formal definitions of User Experience our purpose (and now yours) is to look for things which are wrong and correct them; which means you need to apply the scientific method and be critical. Here we'll discuss the fundamental purpose of User Experience work (to gauge the experience and then improve it) and finally introduce your first piece of coursework.

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     UX from 30,000ft (COMP33512 - Lecture 1 & 2 - 2012/2013) UX from 30,000ft (COMP33512 - Lecture 1 & 2 - 2012/2013) Presentation Transcript

    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping Up The User Experience from 30,000ft COMP33512 Week 01 – Lectures 01/02 Simon Harper University of Manchester Semester 2 – 2012/13 last update: January 29, 2013 The User Experience from 30,000ft 1 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpPreamble Pop-Quiz Listen to this track... The User Experience from 30,000ft Defining User Experience 2 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpPreamble Pop-Quiz 1. What is the significance Tom’s Diner in your everyday life? Figure 1. ‘Suzanne Vega in ‘Tom’s Diner’’; pg. 17 The User Experience from 30,000ft Defining User Experience 3 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpPreamble Pop-Quiz 1. What is the significance Tom’s Diner in your everyday life? 2. Why is Tom’s Diner significant for the User Experience? Figure 1. ‘Suzanne Vega in ‘Tom’s Diner’’; pg. 17 The User Experience from 30,000ft Defining User Experience 3 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpPreamble Pop-Quiz 1. What is the significance Tom’s Diner in your everyday life? 2. Why is Tom’s Diner significant for the User Experience? 3. What properties of Tom’s Diner makes it so significant? Figure 1. ‘Suzanne Vega in ‘Tom’s Diner’’; pg. 17 The User Experience from 30,000ft Defining User Experience 3 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpPreamble Pop-Quiz 1. What is the significance Tom’s Diner in your everyday life? 2. Why is Tom’s Diner significant for the User Experience? 3. What properties of Tom’s Diner makes it so significant? 4. Why does the significance of Tom’s Diner represent ‘Good’ science? Figure 1. ‘Suzanne Vega in ‘Tom’s Diner’’; pg. 17 The User Experience from 30,000ft Defining User Experience 3 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpAppendix A – Logistics A Twenty-one teaching sessions with one extra to cover revision topics grouped into double lectures on Wednesday’s from 11:00 until 13:00; in Semester 2. B Three discussions in which the material for the coursework will be examined; coursework will take the form of three, 250 word, discussions of key UX topics. C I consider that you are all adults and I will treat you as such. Attendance for all contact hours is entirely optional – however from past years experience there is a direct correlation between students who attend and those who get over 56% overall. ...expanded in ‘Appendix A – Logistics’ (pg. 319) The User Experience from 30,000ft What Should You Expect? 4 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpSyllabus What Should You Expect Effective Use Everything is Wrong! Efficient Use UX the Ghost Emotional Use Building under the Umbrella Dynamic Use It’s Complicated... Judgment Without Cessation! Hat Racks for Understanding! Prove Yourself Wrong What People Want! Don’t Panic! Don’t use a Napkin! IRL ...expanded in ‘Syllabus’ (pg. 319) The User Experience from 30,000ft What Should You Expect? 5 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpThe View from 30,000ft 1. You should not confuse this high-level overview of the domain with the knowledge you would acquire in a full three-year degree programme. 2. Tools, techniques, and the mindset necessary to competently approach your first user testing and user experience job. 3. Designed from a practical perspective and will enable you to take a junior role in a user experience department, or usability company. 4. Provide you with the overall knowledge to communicate with others and make sensible suggestions regarding UX work. 5. Basis for future self study within the UX domain (Further Reading and SAQs). ...expanded in ‘Preamble’ (pg. 17) The User Experience from 30,000ft What Should You Expect? 6 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpOrigins “UX as the practical application of research knowledge repurposed from other domains into the user facing software engineering process” UX is still very young, however, it does bring together a number of already established areas within the HCI field; It is better for you to understand Manchester’s view, while realising there may be different ones out there and that in the end you will need to decide, after this course, the sort of UX you wish to do and how you think about the area; therefore, Our notes are from scratch; there is no set UX text (more on this late). ...expanded in ‘Origins’ (pg. 18) The User Experience from 30,000ft What Should You Expect? 7 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpCoursework Submissions 1. You should submit all 250 word coursework assignments via Blackboard. 2. These will be checked for length and plagiarism via the Turn-It-In system; after which point they will be graded. 3. You will receive feedback and grades within two weeks of the submission deadline. 4. Remember you can complete all coursework – see ‘Discussion Topics’; pg. 19 – as soon as you like – the deadlines are your last possible chance to submit. 5. If you would like step-by-step submission instructions, or if you would like more information on just how the scripts will be marked then see ‘Appendix B – Coursework Submissions’; pg. 327. ...expanded in ‘Coursework Submissions’ (pg. 321) The User Experience from 30,000ft What Should You Expect? 8 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpCoursework Submissions Remember, No exceptions, No exemptions! The printer will be busy – this is not an excuse – you don’t need to print; ...expanded in ‘Coursework Submissions’ (pg. 321) The User Experience from 30,000ft What Should You Expect? 9 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpCoursework Submissions Remember, No exceptions, No exemptions! The printer will be busy – this is not an excuse – you don’t need to print; If the power goes off or the computer explodes – this is not an excuse – back-ups; ...expanded in ‘Coursework Submissions’ (pg. 321) The User Experience from 30,000ft What Should You Expect? 9 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpCoursework Submissions Remember, No exceptions, No exemptions! The printer will be busy – this is not an excuse – you don’t need to print; If the power goes off or the computer explodes – this is not an excuse – back-ups; If your Hamster dies in a horrible ‘seed-choking’ accident – this is not an excuse; ...expanded in ‘Coursework Submissions’ (pg. 321) The User Experience from 30,000ft What Should You Expect? 9 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpCoursework Submissions Remember, No exceptions, No exemptions! The printer will be busy – this is not an excuse – you don’t need to print; If the power goes off or the computer explodes – this is not an excuse – back-ups; If your Hamster dies in a horrible ‘seed-choking’ accident – this is not an excuse; You haven’t got a dog – it cannot chew your answers; and ...expanded in ‘Coursework Submissions’ (pg. 321) The User Experience from 30,000ft What Should You Expect? 9 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpCoursework Submissions Remember, No exceptions, No exemptions! The printer will be busy – this is not an excuse – you don’t need to print; If the power goes off or the computer explodes – this is not an excuse – back-ups; If your Hamster dies in a horrible ‘seed-choking’ accident – this is not an excuse; You haven’t got a dog – it cannot chew your answers; and No, your USB pen has not been abducted by aliens! But, ...expanded in ‘Coursework Submissions’ (pg. 321) The User Experience from 30,000ft What Should You Expect? 9 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpCoursework Submissions Remember, No exceptions, No exemptions! The printer will be busy – this is not an excuse – you don’t need to print; If the power goes off or the computer explodes – this is not an excuse – back-ups; If your Hamster dies in a horrible ‘seed-choking’ accident – this is not an excuse; You haven’t got a dog – it cannot chew your answers; and No, your USB pen has not been abducted by aliens! But, If you get hit by a bus; suffer a gruesome chain-saw accident; are attacked by a loose buffalo along Oxford Road. . . I may be lenient. ...expanded in ‘Coursework Submissions’ (pg. 321) The User Experience from 30,000ft What Should You Expect? 9 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpCoursework Submissions – Plagiarism Don’t Do It! ...expanded in ‘Coursework Submissions’ (pg. 322) The User Experience from 30,000ft What Should You Expect? 10 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpDiscussion Topics Coursework # 1 ‘Understanding, Scoping and Defining User Experience: A Survey Approach’ (10 Marks) – this work will enable you to understand the scope and the inconsistencies still present within the UX domain. It will enable you to understand that the definition of UX is not yet fixed and is someway based on the interpretation of the practitioner. Effie Lai-Chong Law, Virpi Roto, Marc Hassenzahl, Arnold P.O.S. Vermeeren, and Joke Kort., Understanding, scoping and defining user experience: a survey approach., In Proceedings of the 27th international conference on Human factors in computing systems, CHI ’09, pages 719–728, New York, NY, USA, 2009. ACM., ISBN 978-1-60558-246-7., http://doi.acm.org/10.1145/1518701.1518813., URL http://doi.acm.org/10.1145/1518701.1518813. ...expanded in ‘Discussion Topics’ (pg. 19) The User Experience from 30,000ft What Should You Expect? 11 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpDiscussion Topics Coursework # 2 ‘Designing the Star User Interface’ (10 Marks) – the Star interface is really where all GUI interfaces began. It takes the user as a first and primary priority in the design and it is inconceivable that you do not have an awareness of these classic design principles as perspective computer science graduates. D. C. Smith, C. Irby, R. Kimball, B. Verplank, and E. Harslem., Designing the star user interface., BYTE, 7(4): 242–282, 1982., URL http://www.guidebookgallery.org/articles/designingthestaruserinterface. ...expanded in ‘Discussion Topics’ (pg. 19) The User Experience from 30,000ft What Should You Expect? 12 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpDiscussion Topics Coursework # 3 ‘Voice Loops as Cooperative Aids in Space Shuttle Mission Control’ (10 Marks) – this paper shows just how far UX and the techniques which it inherits from human computer interaction can go. We are mainly concerned with systems and objects which are purely commercial, however, in this case failures in the human interface can have serious consequences for a real-time mission, including the loss of the vehicle. Further, these kind of UX techniques can also be found in other critical interface components such as those controlling nuclear power stations or fly-by-wire aircraft. Jennifer C. Watts, David D. Woods, James M. Corban, Emily S. Patterson, Ronald L. Kerr, and LaDessa C. Hicks., Voice loops as cooperative aids in space shuttle mission control., In Proceedings of the 1996 ACM conference on Computer supported cooperative work, CSCW ’96, pages 48–56, New York, NY, USA, 1996. ACM., ISBN 0-89791-765-0., http://doi.acm.org/10.1145/240080.240188., URL http://doi.acm.org/10.1145/240080.240188. ...expanded in ‘Discussion Topics’ (pg. 19) The User Experience from 30,000ft What Should You Expect? 13 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpSecondary ‘Text’ Zen and the art of motorcycle maintenance: an inquiry into values Robert M Pirsig., Zen and the art of motorcycle maintenance: an inquiry into values., Morrow, New York, 1974., ISBN 0688002307., URL http://www.loc.gov/catdir/ description/hc044/73012275. html. ...expanded in ‘Secondary ‘Text’’ (pg. 20) The User Experience from 30,000ft What Should You Expect? 14 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpAssessment Structure 30% of the assessment structure for this unit is made up from the four coursework components, the remaining 70% is from the final examination. Examination will be 1h:30m long and will be in two parts. The first part will be composed of 10 compulsory multiple-choice questions (no negative marking); while The second part will be a choice of one question from two. The questions on the second part will require longer answers and will be made up of sub questions. Topics will be drawn randomly from the course notes. ...expanded in ‘Assessment Structure’ (pg. 324) The User Experience from 30,000ft What Should You Expect? 15 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpAssessment Structure – ‘MCQ’ Type Question If we had a group of users and we tested their ability to use a piece of software with no previous exposure, and we then tested them again one month later after continued use of this software; we will then have one group (40 users) with two scores (pre and post exposure to the software) on one measure (our software aptitude test). We now want to test whether a user’s scores are higher or lower after exposure to the software, or before. In this situation which statistical test might we use most effectively? 1. Chi-Square; 2. T-test; 3. One Way ANOVA; 4. Repeated Measures ANOVA; or a 5. Mann-Whitney U. ...expanded in ‘Assessment Structure’ (pg. 324) The User Experience from 30,000ft What Should You Expect? 16 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpAssessment Structure – ‘Bookwork’ Type Question A What do we mean by internal and external validity? B What is the scientific method and why is it important? ...expanded in ‘Assessment Structure’ (pg. 324) The User Experience from 30,000ft What Should You Expect? 17 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpAssessment Structure – ‘Discussion’ Type Question A How does UX relate to standard software engineering requirements analysis? B If there are no 100% correct answers in UX, how do we decide what is right and what is wrong? ...expanded in ‘Assessment Structure’ (pg. 324) The User Experience from 30,000ft What Should You Expect? 18 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpAssessment Structure – ‘Application of Technique’ TypeQuestion A List six UX errors in figure 92. B You have been tasked with proving that your companies software is immediately learnable. Design the experiments, discuss any issues, and describe how you would analyse the results. Figure 92. ‘Example ‘Application of Technique’ Type Question’; pg. 325 ...expanded in ‘Assessment Structure’ (pg. 324) The User Experience from 30,000ft What Should You Expect? 19 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpAssessment Structure – ‘Original Thought’ TypeQuestion A What is Quality, define and discuss, and explain why you have come to this view and how it relates to the user experience. B Of 49 medical articles, 45 claimed to have uncovered effective interventions. Thirty-four of these claims had been retested, and 14 of these, or 41 percent, had been convincingly shown to be wrong or significantly exaggerated. Therefore between a third and a half of the most acclaimed research in medicine seems to be untrustworthy, is this a problem? ...expanded in ‘Assessment Structure’ (pg. 324) The User Experience from 30,000ft What Should You Expect? 20 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpExpectations and Help A My primary expectation is that you will talk to me, interact, ask questions, and challenge me if you think I’m wrong; in general be interested. B Anybody interested will be able to understand this course and only by understanding will you be able to pass your exams. I am here to help. . . problems with the course itself, the work you are expected to do, problems in general (not course related), a need for more feedback either from your coursework or from the questions posed within the course lectures, or anything else you are not clear on. ....expanded in ‘Expectations and Help’ (pg. 325) . The User Experience from 30,000ft What Should You Expect? 21 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpExpectations and Help A Come to see me either at the end of each lecture or privately in my ‘open house’ sessions. B If I can’t help you, or if you do not feel comfortable talking to me (maybe because you have a problem with my teaching) then you can talk in confidence with your personal tutor, or your third-year supervisor. ...expanded in ‘Expectations and Help’ (pg. 325) The User Experience from 30,000ft What Should You Expect? 22 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpLet’s Have a Break! Back in 10 Minutes! Come see me now if you have Questions Regarding this Lecture! The User Experience from 30,000ft What Should You Expect? 23 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpEverything is Wrong! ...expanded in ‘Everything is Wrong!’ (pg. 25) The User Experience from 30,000ft Everything is Wrong! 24 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpEverything is Wrong! “. . . most people are fools, most authority is malignant, God does not exist, and everything is wrong.” ...expanded in ‘Everything is Wrong!’ (pg. 25) The User Experience from 30,000ft Everything is Wrong! 24 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpEverything is Wrong! Jacob Nielsen famously suggests that usability evaluations can be conducted with only five people, and this will catch over 80% of the usability errors present. ...expanded in ‘Everything is Wrong!’ (pg. 25) The User Experience from 30,000ft Everything is Wrong! 25 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpEverything is Wrong! The Moon Orbits the Earth. Figure 2. ‘Moon’s Orbit’; pg. 26 ...expanded in ‘Everything is Wrong!’ (pg. 25) The User Experience from 30,000ft Everything is Wrong! 26 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpEverything is Wrong!Blind People Can’t See. ...expanded in ‘Everything is Wrong!’ (pg. 25) The User Experience from 30,000ft Everything is Wrong! 27 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpEverything is Wrong! All Brains Have the SameBlind People Can’t See. Organisation. ...expanded in ‘Everything is Wrong!’ (pg. 25) The User Experience from 30,000ft Everything is Wrong! 27 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpEverything is Wrong! Vision is Parallel, Hearing is Serial. Figure 3. ‘Basilar Membrane’; pg. 26 ...expanded in ‘Everything is Wrong!’ (pg. 25) The User Experience from 30,000ft Everything is Wrong! 28 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpEverything is Wrong! Count the Number of Times the Basketball is Passed... http://www.youtube.com/watch?v=vJG698U2Mvo ...expanded in ‘Everything is Wrong!’ (pg. 25) The User Experience from 30,000ft Everything is Wrong! 29 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpBe Curious, Be Critical “Coca-Cola invested in cutting-edge customer research to ensure that New Coke would be a big success. Taste tests with thousands of consumers clearly showed that people preferred it... however. Hardly anyone bought it.” “receiving information about their impact on the environment ... people who said that providing them with information about how much money they could save if they reduced consumption led to them to use even more... ...expanded in ‘Be Curious, Be Critical’ (pg. 27) The User Experience from 30,000ft Everything is Wrong! 30 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpBe Curious, Be Critical “Coca-Cola invested in cutting-edge customer research to ensure that New Coke would be a big success. Taste tests with thousands of consumers clearly showed that people preferred it... however. Hardly anyone bought it.” “receiving information about their impact on the environment ... people who said that providing them with information about how much money they could save if they reduced consumption led to them to use even more... ...interestingly, the message that most successfully changed their behaviour (information about how neighbours were making changes) was originally dismissed.” ...expanded in ‘Be Curious, Be Critical’ (pg. 27) The User Experience from 30,000ft Everything is Wrong! 30 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpHCI Foundations ...expanded in ‘HCI Foundations’ (pg. 28) The User Experience from 30,000ft HCI Foundations 31 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpHCI Foundations As We May Think - Vannevar Bush (1948) “The human mind . . . operates by association. With one item in its grasp, it snaps instantly to the next that is suggested by the association of thoughts, in accordance with some intricate web of trails carried by the cells of the brain.” ...expanded in ‘HCI Foundations’ (pg. 28) The User Experience from 30,000ft HCI Foundations 31 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpHCI Foundations ...expanded in ‘HCI Foundations’ (pg. 28) The User Experience from 30,000ft HCI Foundations 32 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpHCI Foundations The Mother of all Demos - Doug Engelbart (1968) http://www.youtube.com/watch? v=1MPJZ6M52dI ...expanded in ‘HCI Foundations’ (pg. 28) The User Experience from 30,000ft HCI Foundations 32 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpHCI Foundations – Not Covering Adaptation; P&F or Languages; Customisation; Cognitive Ergonomics; Personalisation; Memory, Reasoning, & Response; Transcoding; Learnability; Document Engineering; Mental Workload; Cognitive Science; Decision-Making; Neuroscience; Organisational Ergonomics; Systems Behaviour; Socio-Technical; Interface Evolution; Community Ergonomics; Emergent Behaviours; Cooperative Work (CSCW); Apps and Agents; Mobility/Ubiquity. Widget R&D; ...expanded in ‘HCI Foundations’ (pg. 28) Software Ethnography; The User Experience from 30,000ft HCI Foundations 33 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpTo Do for next week... 1. Tom’s Diner SAQs (pg. 17) Discuss Next Week; 2. Read your notes up to ‘UX Emergence’ (pg. 29); finally, 3. Read ‘Understanding, Scoping and Defining User Experience: A Survey Approach’ (details on pg. 19) – Complete Coursework worth 10% – Submit by next week. The User Experience from 30,000ft Wrapping Up 34 / 35
    • Defining User Experience What Should You Expect? Everything is Wrong! HCI Foundations Wrapping UpAny Questions? Simon Harper 2.44 Kilburn Building 0161 275 0599 (OR x50599) simon.harper@manchester.ac.uk Office Hours: Friday 14:00–18:00 Figure 93. ‘Simon Harper – Your Mild-Mannered Course Tutor’; pg. 326 ...expanded in ‘Contact’ (pg. 326) The User Experience from 30,000ft Wrapping Up 35 / 35