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Make Stuff People Can Use Samantha Starmer Agile Alliance 2010 @samanthastarmer
me 12+ years UX related work for places like Amazon, Microsoft – various agile experiences Teach at University of Washingt...
More importantly – our QA, PM & Dev Managers.  They make the partnership work…
Interactive session – want to run away? Why Agile UX is Meaningless without an Agile Attitude  Why Agile UX is Meaningless...
Blow pops = fun http://www.flickr.com/photos/iandeth/2458474034/
Let’s talk about Oklahoma for a minute http://www.flickr.com/photos/auvet/824432212/
The farmer and the cowman should be friends http://www.flickr.com/photos/jonmcgovern/4051771059
UX  and  Agile  should be friends http://www.flickr.com/photos/jonmcgovern/4051771059
<ul><li>“ Agile development is an interesting approach from a UX perspective for two reasons…it contrasts sharply with the...
UX’ers are people too… <ul><li>As are designers, researchers, etc.  </li></ul><ul><li>All have specific backgrounds, tools...
Who works with a UX team/person? http://www.flickr.com/photos/bpbp/3211400549 Who IS a UX person?
http://www.flickr.com/photos/evilpeacock/2194032579/ Ideal when we can all play our parts
I hope I don’t get in trouble with the UX police…
<ul><li>But if you don’t have UX experts available, you can still be an active user advocate and use user centered design ...
<ul><li>“ There is a direct correlation between long term profitability and enriching the customer experience.” </li></ul>...
“ In Agile development, the whole team must accept responsibility for the quality of the user experience.” http://agile201...
http://www.flickr.com/photos/mindaugasdanys/3766009204/ Otherwise, users will cry
Understanding   users <ul><ul><li>Doesn’t always require heavy research </li></ul></ul><ul><ul><li>Can gain value even wit...
Managing Expectations
Or not…
Shoot for ‘surprise and delight’
 
<ul><li>How can we understand users? </li></ul>http:// www.flickr.com/photos/carlcoxstudios/4335795974
Lots of methods User Interviews Search Logs Help Usage Feedback Pathing Analysis Surveys Web Analytics Focus Groups Focus ...
User Interviews Search Logs Help Usage Feedback Pathing Analysis Surveys Web Analytics Focus Groups Focus Groups Contextua...
http://www.flickr.com/photos/dizzygirl/3865507559/ Quick and Dirty Introduction
User Interviews <ul><li>Not a survey </li></ul><ul><li>Not a usability test </li></ul><ul><li>Often structured questions, ...
Resource Alert! <ul><li>Nate Bolt &  </li></ul><ul><li>Tony Tulathimutte </li></ul><ul><li>Remote Research Book </li></ul>...
 
http://www.flickr.com/photos/daviddmuir/2125697998/ Helpful to understand users’ goals
User Interviews <ul><li>What is their  desired  end result? </li></ul><ul><li>What problem are they  trying to solve ? </l...
http://en.wikipedia.org/wiki/File:PhrenologyPix.jpg What are their mental models?
Mental Models <ul><li>From cognitive science </li></ul><ul><li>Users’  thought process  of how something works/how they ex...
“ Eating  out ” What do you picture?
Drive through? Buffet example from http://www.boxesandarrows.com/view/whats_your_idea_of_a_mental_model_ http://www.flickr...
Take what you want? http://www.flickr.com/photos/skidder/415221262
Order from a waiter? http://www.flickr.com/photos/atsuke/4567514302
Resource Alert! <ul><li>Indi Young </li></ul><ul><li>Mental Model Book </li></ul>&quot;Lightening Quick&quot; Mental Model...
Now comes the fun part…
Raise your hand if you have kids or grandkids under the age of 12… http://www.flickr.com/photos/kymberlyanne/2687290741/
For our volunteers who are now Users…
http://www.flickr.com/photos/lifeasart/252202212 Musical Chairs At least one ‘user’ per table
We’re going to the Magic Kingdom! http://www.flickr.com/photos/paulbeattie/4672692465/
http://disneyparks.disney.go.com/blog/2009/11/mobile-magic-%E2%80%93-first-disney-parks-mobile-app-now-available The task ...
Start with User Interviews
Some Tips http://www.flickr.com/photos/danelu/3281839742/
Recording is helpful  Notes are better than nothing http://www.flickr.com/photos/maistora/4338941962
Use Active Listening  e.g. “Tell me more about that…”
Avoid leading questions  e.g. Would you use GPS to find restaurants? http://www.flickr.com/photos/photosdetibo/3007056175/
Don’t   judge   e.g. You wouldn’t go on Pirates of the Caribbean?!   http://www.flickr.com/photos/18796746@N05/4272817915/
Some possible questions… <ul><li>How would you normally prepare for this type of family activity? </li></ul><ul><li>What d...
5 minutes! http://www.flickr.com/photos/wwarby/3296379139
Some possible questions… <ul><li>How would you normally prepare for this type of family activity? </li></ul><ul><li>What d...
How was it? What worked? What didn’t work? What are your users’ needs?
Your users’ needs? <ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Nee...
Next up – create Prototypes
Prototypes <ul><li>Visual  representation  or model of site/product </li></ul><ul><li>Can begin  in parallel  with user st...
IMT 589D:  IA Summer Institute http://www.alistapart.com/articles/paperprototyping Paper Prototyping
Rodolphe Courtier http://www.flickr.com/photos/rcourtie/3500123702/ For mobile (and software) too!
ericadotnet: http://www.flickr.com/photos/arrrika/2298422351/sizes/m/in/photostream/ Don’t have to be an artist…
Can be digital – best for designs with heavy interaction (we used Axure)
http://www.flickr.com/photos/33346716@N03/3131446999/ Find some users!
Resource Alert! <ul><li>Todd Zaki Warfel </li></ul><ul><li>Prototyping Book </li></ul><ul><li>(see Todd’s session tomorrow...
Resource Alert! <ul><li>Jeff Patton </li></ul><ul><li>http://www.agileproductdesign.com </li></ul><ul><li>Anyone at Jeff’s...
More fun… (here’s the time to unwrap your blowpop)
Remember your users’ needs? <ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need  </li></ul><ul><li>Need  </li></ul>...
Start sketching
A few screens
Work together http://www.flickr.com/photos/wwworks/1384952210/
Think about FLOW http://www.flickr.com/photos/duxcarvajal/3739301954
Okay to make it ‘super sized’ http://www.flickr.com/photos/arimoore/11228118
No right (or wrong) answers
http://www.flickr.com/photos/lifeasart/252202212 Musical Chairs again Users switch tables
Have fun!
15 minutes! http://www.flickr.com/photos/wwarby/3296379139
Evaluate Paul Downey: http://www.flickr.com/photos/psd/2247745929/
Remember your users’ needs? <ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need  </li></ul><ul><li>Need  </li></ul>...
http://www.flickr.com/photos/sugarpond/3016905349 Needs become a (small) story – a task you ask the user to do
Create your 5 tasks Organize your screens about 5 min http://www.flickr.com/photos/wwarby/3296379139
http://www.flickr.com/photos/lifeasart/252202212 Musical Chairs again Users return to interview table
Evaluate the Prototype <ul><li>Check in with the  users </li></ul><ul><li>Ask them to do a  task  (based on previously est...
5 minutes! http://www.flickr.com/photos/wwarby/3296379139
How was it? What worked? What didn’t work? Any challenged assumptions?
Iterate
10 minutes! http://www.flickr.com/photos/wwarby/3296379139
http://www.flickr.com/photos/lifeasart/252202212 Musical Chairs once more Users to a new table
Evaluate again Paul Downey: http://www.flickr.com/photos/psd/2247745929/
How was it? What worked? What didn’t work? What was new?
When to stop iterating? http://www.flickr.com/photos/topher76/255435020
Summary <ul><li>Work with UX  when possible/available </li></ul><ul><li>Learn about your users through  user interviews </...
Resource Alert! <ul><li>Anders Ramsay </li></ul><ul><li>Book coming 2011 via  rosenfeldmedia.com </li></ul>Why Agile UX is...
Questions?? http://www.flickr.com/photos/druclimb/3277540656/
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Make Stuff People Can Use - Agile Alliance 2010

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Workshop from Agile 2010 Conference. Introducing user interviews and prototype testing to non-UX experts.

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  • This is an interactive session – do you want to run away yet? Now is the time to do it.
  • This is why we have blow pops on all of the desks – so because we are going to have fun being interactive. Remember recess?
  • ‘Why Oklahoma?’ you ask - do you remember the musical? There is a song in there about how the farmer and the cowman should be friends. Who knew they weren’t?!
  • Really, User experience and Agile should be friends. Both put the customer and their needs at the center of their thinking. Why can’t we be friends?
  • Audience question – prizes!
  • Agile conference picture
  • Lovely white beach, isn’t it? I was looking forward to sitting in the sun for a bit and then jumping in the water.
  • I guess not.
  • The ‘shake’ function may not seem that exciting any more, but it definitely brought surprise and delight when it first came out.
  • This simple offer from the hotel (which even saves them money) surprised and delighted me! My user profile was excited to get money back for not having someone make my bed (which I am happy to do myself anyway)
  • Okay, so how do we understand users?
  • User interviews are helpful in understanding users’ goals
  • Picture of $5
  • We used RITE methodology to test this new product finder functionality
  • We’re lucky – since we have a brick and mortar presence, we are able to talk to users regularly. In fact, we do some sort of test or research almost once a week!
  • Picture of water slide? Not a pile of features.
  • Transcript of "Make Stuff People Can Use - Agile Alliance 2010"

    1. 1. Make Stuff People Can Use Samantha Starmer Agile Alliance 2010 @samanthastarmer
    2. 2. me 12+ years UX related work for places like Amazon, Microsoft – various agile experiences Teach at University of Washington Currently lead UX/IA/IxD teams at REI We just started working agile
    3. 3. More importantly – our QA, PM & Dev Managers. They make the partnership work…
    4. 4. Interactive session – want to run away? Why Agile UX is Meaningless without an Agile Attitude Why Agile UX is Meaningless without an Agile Attitude http://www.flickr.com/photos/ppowers/343448083
    5. 5. Blow pops = fun http://www.flickr.com/photos/iandeth/2458474034/
    6. 6. Let’s talk about Oklahoma for a minute http://www.flickr.com/photos/auvet/824432212/
    7. 7. The farmer and the cowman should be friends http://www.flickr.com/photos/jonmcgovern/4051771059
    8. 8. UX and Agile should be friends http://www.flickr.com/photos/jonmcgovern/4051771059
    9. 9. <ul><li>“ Agile development is an interesting approach from a UX perspective for two reasons…it contrasts sharply with the way many – perhaps most – ux designers work” http://www.uxmatters.com/mt/archives/2009/10/can-ux-be-agile.php </li></ul>
    10. 10. UX’ers are people too… <ul><li>As are designers, researchers, etc. </li></ul><ul><li>All have specific backgrounds, tools, expertise </li></ul><ul><li>Each background and expertise adds value </li></ul><ul><li>Best situation is when we can all collaborate </li></ul>
    11. 11. Who works with a UX team/person? http://www.flickr.com/photos/bpbp/3211400549 Who IS a UX person?
    12. 12. http://www.flickr.com/photos/evilpeacock/2194032579/ Ideal when we can all play our parts
    13. 13. I hope I don’t get in trouble with the UX police…
    14. 14. <ul><li>But if you don’t have UX experts available, you can still be an active user advocate and use user centered design principles. </li></ul>
    15. 15. <ul><li>“ There is a direct correlation between long term profitability and enriching the customer experience.” </li></ul>Robert Antall, CEO Lake West Group Quote from Internet Retailer conference, June 10, 2008 http://www.flickr.com/photos/tracy_olson/61056391/sizes/m/in/photostream/
    16. 16. “ In Agile development, the whole team must accept responsibility for the quality of the user experience.” http://agile2010.agilealliance.org/ui.html
    17. 17. http://www.flickr.com/photos/mindaugasdanys/3766009204/ Otherwise, users will cry
    18. 18. Understanding users <ul><ul><li>Doesn’t always require heavy research </li></ul></ul><ul><ul><li>Can gain value even without UX experts </li></ul></ul><ul><ul><li>… but use them if you have them </li></ul></ul><ul><ul><li>Can happen at all parts of a project and within each sprint/iteration </li></ul></ul><ul><ul><li>Functional is now table stakes </li></ul></ul>
    19. 19. Managing Expectations
    20. 20. Or not…
    21. 21. Shoot for ‘surprise and delight’
    22. 23. <ul><li>How can we understand users? </li></ul>http:// www.flickr.com/photos/carlcoxstudios/4335795974
    23. 24. Lots of methods User Interviews Search Logs Help Usage Feedback Pathing Analysis Surveys Web Analytics Focus Groups Focus Groups Contextual Interviews Card Sorts Structured Journaling Follow Along Prototype Tests Some easier to integrate with Agile
    24. 25. User Interviews Search Logs Help Usage Feedback Pathing Analysis Surveys Web Analytics Focus Groups Focus Groups Contextual Interviews Card Sorts Structured Journaling Follow Along Prototype Testing Today we will discuss…
    25. 26. http://www.flickr.com/photos/dizzygirl/3865507559/ Quick and Dirty Introduction
    26. 27. User Interviews <ul><li>Not a survey </li></ul><ul><li>Not a usability test </li></ul><ul><li>Often structured questions, but room for conversation </li></ul><ul><li>Best with actual target users, but can gain some benefit with friends and family </li></ul><ul><li>5 minutes is better than nothing </li></ul><ul><li>Can even do remotely </li></ul>
    27. 28. Resource Alert! <ul><li>Nate Bolt & </li></ul><ul><li>Tony Tulathimutte </li></ul><ul><li>Remote Research Book </li></ul><ul><li>(Follow @rosenfeldmedia for discounts and other offerings) </li></ul>
    28. 30. http://www.flickr.com/photos/daviddmuir/2125697998/ Helpful to understand users’ goals
    29. 31. User Interviews <ul><li>What is their desired end result? </li></ul><ul><li>What problem are they trying to solve ? </li></ul><ul><li>What benefit are they trying to gain ? </li></ul><ul><li>What impediments stand in their way? </li></ul><ul><ul><li>Time? </li></ul></ul><ul><ul><li>Access? </li></ul></ul><ul><ul><li>Technology confusion? </li></ul></ul><ul><li>What do they expect out of the software/website/app? </li></ul>
    30. 32. http://en.wikipedia.org/wiki/File:PhrenologyPix.jpg What are their mental models?
    31. 33. Mental Models <ul><li>From cognitive science </li></ul><ul><li>Users’ thought process of how something works/how they expect it to work </li></ul><ul><li>Helps us know why people do what they do </li></ul><ul><li>Based on experiences , perceptions, etc. </li></ul><ul><li>Can think about in aggregate , e.g. using personas, archetypal users </li></ul>
    32. 34. “ Eating out ” What do you picture?
    33. 35. Drive through? Buffet example from http://www.boxesandarrows.com/view/whats_your_idea_of_a_mental_model_ http://www.flickr.com/photos/skidder/415221262
    34. 36. Take what you want? http://www.flickr.com/photos/skidder/415221262
    35. 37. Order from a waiter? http://www.flickr.com/photos/atsuke/4567514302
    36. 38. Resource Alert! <ul><li>Indi Young </li></ul><ul><li>Mental Model Book </li></ul>&quot;Lightening Quick&quot; Mental Model Method http://www.rosenfeldmedia.com/books/mentalmodels/blog/the_lightening_quick_method
    37. 39. Now comes the fun part…
    38. 40. Raise your hand if you have kids or grandkids under the age of 12… http://www.flickr.com/photos/kymberlyanne/2687290741/
    39. 41. For our volunteers who are now Users…
    40. 42. http://www.flickr.com/photos/lifeasart/252202212 Musical Chairs At least one ‘user’ per table
    41. 43. We’re going to the Magic Kingdom! http://www.flickr.com/photos/paulbeattie/4672692465/
    42. 44. http://disneyparks.disney.go.com/blog/2009/11/mobile-magic-%E2%80%93-first-disney-parks-mobile-app-now-available The task – design a Magic Kingdom App
    43. 45. Start with User Interviews
    44. 46. Some Tips http://www.flickr.com/photos/danelu/3281839742/
    45. 47. Recording is helpful Notes are better than nothing http://www.flickr.com/photos/maistora/4338941962
    46. 48. Use Active Listening e.g. “Tell me more about that…”
    47. 49. Avoid leading questions e.g. Would you use GPS to find restaurants? http://www.flickr.com/photos/photosdetibo/3007056175/
    48. 50. Don’t judge e.g. You wouldn’t go on Pirates of the Caribbean?! http://www.flickr.com/photos/18796746@N05/4272817915/
    49. 51. Some possible questions… <ul><li>How would you normally prepare for this type of family activity? </li></ul><ul><li>What do you want to get out of your Magic Kingdom experience? </li></ul><ul><li>What types of activities will your kids want to do? </li></ul><ul><li>What would keep you and your family from having a good time? </li></ul>http://www.flickr.com/photos/paulbeattie/4672692465/
    50. 52. 5 minutes! http://www.flickr.com/photos/wwarby/3296379139
    51. 53. Some possible questions… <ul><li>How would you normally prepare for this type of family activity? </li></ul><ul><li>What do you want to get out of your Magic Kingdom experience? </li></ul><ul><li>What types of activities will your kids want to do? </li></ul><ul><li>What would keep you and your family from having a good time? </li></ul>http://www.flickr.com/photos/paulbeattie/4672692465/
    52. 54. How was it? What worked? What didn’t work? What are your users’ needs?
    53. 55. Your users’ needs? <ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul>http://www.flickr.com/photos/paulbeattie/4672692465/
    54. 56. Next up – create Prototypes
    55. 57. Prototypes <ul><li>Visual representation or model of site/product </li></ul><ul><li>Can begin in parallel with user stories </li></ul><ul><li>Assists with early identification of issues </li></ul><ul><li>Various fidelities – ‘just good enough ’ </li></ul><ul><li>Good for testing mental models, usability </li></ul><ul><li>Try rapid iterations with users via RITE - Rapid Iterative Testing and Evaluation </li></ul><ul><li>Can iterate in chunks according to backlog </li></ul><ul><li>Can test existing product for baseline </li></ul>IMT 589D: IA Summer Institute
    56. 58. IMT 589D: IA Summer Institute http://www.alistapart.com/articles/paperprototyping Paper Prototyping
    57. 59. Rodolphe Courtier http://www.flickr.com/photos/rcourtie/3500123702/ For mobile (and software) too!
    58. 60. ericadotnet: http://www.flickr.com/photos/arrrika/2298422351/sizes/m/in/photostream/ Don’t have to be an artist…
    59. 61. Can be digital – best for designs with heavy interaction (we used Axure)
    60. 62. http://www.flickr.com/photos/33346716@N03/3131446999/ Find some users!
    61. 63. Resource Alert! <ul><li>Todd Zaki Warfel </li></ul><ul><li>Prototyping Book </li></ul><ul><li>(see Todd’s session tomorrow at 9am) </li></ul>Many other resources, e.g. http://muiomuio.com/web-design/web-prototyping-sketching http://www.alistapart.com/articles/paperprototyping
    62. 64. Resource Alert! <ul><li>Jeff Patton </li></ul><ul><li>http://www.agileproductdesign.com </li></ul><ul><li>Anyone at Jeff’s session yesterday? </li></ul>http://agileproductdesign.com/blog/emerging_best_agile_ux_practice.html “ [Prototype] only needs to be good enough to understand, to learn, to communicate quickly with our co-workers, then it can be thrown away. ”
    63. 65. More fun… (here’s the time to unwrap your blowpop)
    64. 66. Remember your users’ needs? <ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul>http://www.flickr.com/photos/paulbeattie/4672692465/
    65. 67. Start sketching
    66. 68. A few screens
    67. 69. Work together http://www.flickr.com/photos/wwworks/1384952210/
    68. 70. Think about FLOW http://www.flickr.com/photos/duxcarvajal/3739301954
    69. 71. Okay to make it ‘super sized’ http://www.flickr.com/photos/arimoore/11228118
    70. 72. No right (or wrong) answers
    71. 73. http://www.flickr.com/photos/lifeasart/252202212 Musical Chairs again Users switch tables
    72. 74. Have fun!
    73. 75. 15 minutes! http://www.flickr.com/photos/wwarby/3296379139
    74. 76. Evaluate Paul Downey: http://www.flickr.com/photos/psd/2247745929/
    75. 77. Remember your users’ needs? <ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul><ul><li>Need </li></ul>http://www.flickr.com/photos/paulbeattie/4672692465/
    76. 78. http://www.flickr.com/photos/sugarpond/3016905349 Needs become a (small) story – a task you ask the user to do
    77. 79. Create your 5 tasks Organize your screens about 5 min http://www.flickr.com/photos/wwarby/3296379139
    78. 80. http://www.flickr.com/photos/lifeasart/252202212 Musical Chairs again Users return to interview table
    79. 81. Evaluate the Prototype <ul><li>Check in with the users </li></ul><ul><li>Ask them to do a task (based on previously established user goals/needs) </li></ul><ul><li>Good way to test your user stories </li></ul><ul><li>Best if participants ‘ think aloud ’ </li></ul><ul><li>Be quiet!! </li></ul><ul><li>Have a note taker or video tape </li></ul><ul><li>Can also do remotely </li></ul><ul><li>Can change on the fly and try again! </li></ul>
    80. 82. 5 minutes! http://www.flickr.com/photos/wwarby/3296379139
    81. 83. How was it? What worked? What didn’t work? Any challenged assumptions?
    82. 84. Iterate
    83. 85. 10 minutes! http://www.flickr.com/photos/wwarby/3296379139
    84. 86. http://www.flickr.com/photos/lifeasart/252202212 Musical Chairs once more Users to a new table
    85. 87. Evaluate again Paul Downey: http://www.flickr.com/photos/psd/2247745929/
    86. 88. How was it? What worked? What didn’t work? What was new?
    87. 89. When to stop iterating? http://www.flickr.com/photos/topher76/255435020
    88. 90. Summary <ul><li>Work with UX when possible/available </li></ul><ul><li>Learn about your users through user interviews </li></ul><ul><li>Start with their general needs and goals </li></ul><ul><li>Try RITE testing with prototypes – various fidelity </li></ul><ul><li>If you have existing product, try mini usability tests to get a baseline </li></ul><ul><li>Iterate as your sprint allows and/or until most of the kinks are worked out </li></ul><ul><li>Add other tricky bits to backlog </li></ul><ul><li>Keep talking to users! </li></ul>IMT 589D: IA Summer Institute
    89. 91. Resource Alert! <ul><li>Anders Ramsay </li></ul><ul><li>Book coming 2011 via rosenfeldmedia.com </li></ul>Why Agile UX is Meaningless without an Agile Attitude http://www.andersramsay.com
    90. 92. Questions?? http://www.flickr.com/photos/druclimb/3277540656/
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