1. This Presentation Courtesy of the
International SOA Symposium
October 7-8, 2008 Amsterdam Arena
www.soasymposium.com
info@soasymposium.com
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MAKE OR BREAK:
USING USER EXPERIENCE
SOA SYMPOSIUM
7 OCTOBER 2008
Anne Thomas Manes
VP & Research Director
Burton Group
amanes@burtongroup.com
http://www.burtongroup.com
2

2. 3
Make or Break: Using User Experience
Agenda
• Statements about user experience
• Users, architects, and systems
• Common UXP problems
• Risks and reactions
• Fat, thin, fit
• Recommendations
4
Make or Break: Using User Experience
STATEMENTS ABOUT USER
EXPERIENCE

3. 5
User Experience
Is an epiphenomenon:
• The visible consequences of the underlying system
• The user is primarily aware of what is seen
WYGIWYS
“What you get is what
you see.”
Gillian Crampton Smith

4. 7
Fact
Good user experience (UXP) makes it easier to
accomplish sophisticated tasks.
(How much do we understand what users need to do?)
8
Fact
Good UXP does not stop at the glass.
(But we tend to relegate UXP to visual design.)

5. 9
Fact
Poor UXP impacts productivity.
(Are we helping?)
10
Fact
Poor UXP corrodes trust.
(Do we assume that people are forgiving?)

6. 11
Fact
UXP design challenges the human - machine
boundary.
(How comfortable are we at that boundary?)
One of the major goals of the drive to
higher levels has always been to make
as natural as possible the task of
communicating to the computer what
you want it to do.
Douglas Hofstadter
Gödel, Escher, Bach

7. One of the major goals of the drive to
higher levels has always been to make
as natural as possible the task of
communicating to the computer what
you want it to do.
(apologies to) Douglas Hofstadter
Gödel, Escher, Bach
14
Make or Break: Using User Experience
USERS, ARCHITECTS, AND SYSTEMS

8. External users
ide
outs
e
insid
system
Architects*
Internal users
16
External Users
External users are not captive, and they don’t want to be constrained.
They are driven by fashion and commerce.
They are sophisticated users of many technologies.

9. 17
Internal Users
Internal users are captive, but…
Their tasks are becoming more complicated.
They expect similar technology at home and at work.
User Experience 18
Kate, age 15
Hacked my router
IMs, emails and talks on
the phone...
(…to the same person at
the same time)
Huge media consumer
Needs little instruction
Fearless

10. User Experience 19
Earl, age 70
1. When you say
‘phishing’ he thinks you
mean it
2. Mistrusts the computer
3. Only uses the branch…
3.1. …but is starting to
explore the internet and…
3.2 …will eventually find
hisBank.com
20
User Goals
Users want control of their transactions…
…especially in an increasingly virtual world.
“You know all about me, but I’m in
control.”
Wim Guerden

11. 21
User Goals
Users want to limit complexity…
…and decrease “time to done”.
“I don’t want to be controlled by a
technology. I just want to get on with my
life.”
Donald Norman
22
System Architect Goals
Architects want to increase flexibility…
…and decrease (internal) time to market.
“One of the best things you can do is turn
a large project into a small one by
simplifying its architecture and process.”
Martin Fowler

12. 23
Systems
System layers change at different rates, and for different reasons.
space plan
services
stuff
structure
skin
site
From How Buildings Learn: Stewart Brand
External users
Web 2.0
ide
outs
e
insid
system
Architects*
Enterprise 2.0
Internal users

13. 25
Make or Break: Using User Experience
COMMON UXP PROBLEMS
26
Common UXP Problems
FEATURE SATURATION

14. 27
Just When I Thought I Knew How to Work It…
28
Toto WellyouII
Not just a toilet…

15. Climate, Comfort and Cleansing 29
Control Unit
• Stop button (?)
• Timed heating/cooling of
room
• Automatic seat up/down
• Sensor flush
• Powerful deodorizer
• Sound effects
• while in use
• volume control
• onFlush()
Network Connected Health Monitoring 30
Collection Device
• urine analysis
• blood pressure
measurement
• body fat analysis

16. 31
Adventure Version
32
Office 2003 to 2007

17. 33
How much do you really need?
34
Common UXP Problems
PAVLOV’S UXP

18. Insert Card Here Insert Card Here

19. 37
Common UXP Problems
OTHER THINGS THAT CAN GO
WRONG
38
Right Application, Wrong Form Factor

20. 39
Design Overloads the Structure
40
Design Confuses the User

21. 41
Common UXP Problems
APPLICATION DESIGN
Independent Applications, 42
One Use Case
Software as a Service
User
devices/apps
Enterprise devices/apps

22. Independent Applications, 43
One Use Case
Software as a Service
User
devices/apps
Enterprise devices/apps
44
IT Aggregation causes technology inertia
Misc. web
Notes frameworks
Enterprise
COTS ASP/COM
Legacy Java
Someone’s really great idea
Someone else’s really great idea
Mainframe hardware
and apps

23. 45
The process stack
tech to biz stack 2.jpg
46
Make or Break: Using User Experience
RISKS AND REACTIONS

24. 47
I discard quickly.
now now + 1 year 48
I’m moving on!

25. 49
I’ll build what I need.
And then ask
you to
support it…
50
Make or Break: Using User Experience
FAT, THIN, FIT

26. 51
RIA and the Web
Fat vs. Thin
Fat Client Thin Client
Client Server
Processing Processing
Decentrally Stateful Centrally Stateless
Managed Managed
Limited OS Integration Ubiquitous No OS Integration
Rich
Rich UXP
Lacks UXP Portable Primitive
Portability UXP
Off-Line RIA
On-Line
52
RIA and the Web
RIA Capabilities

27. 53
Fit Clients
Fit Client
Fat Client Thin Client
Client/Server
Client Processing Server
Processing Processing
Decentrally Stateful Centrally Stateless
Managed Managed
Limited OS Integration Ubiquitous No OS Integration
Rich
Rich UXP
Lacks UXP Portable Primitive
Portability UXP
Off-Line On/Off-Line RIA
On-Line
54
Fit Client Capabilities

28. 55
Make or Break: Using User Experience
RECOMMENDATIONS
56
Hire People who Study People
Then…
Anthropologists!
Anthropologists!

29. 57
Integrate them into System Development
58
Increase Flexibility
Decrease Coupling
Manage Complexity
space plan
services
stuff
structure
skin
site

30. Make or Break: Using User Experience 59
References
• Burton Group’s Application Strategies
• Rich Internet Applications: Creating an Effective Web Experience
• Rich Mobile Application Development: Technologies and Standards
• Burton Group’s Content and Collaboration Strategies
• SharePoint in the Enterprise: Building it Right from the Start
• Content Analytics: Assessing the Value of Corporate Content
• Burton Group’s Identity and Privacy Strategies
• User Provisioning
• Personalizing the Identity Management Infrastructure: Engaging Users in
Content Management
• Burton Group’s Security and Risk Management Strategies
• Securing “Web 2.0” Technologies