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User Experience Design: The Missing Ingredient
 

User Experience Design: The Missing Ingredient

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A presentation I put together to build awareness on User Experience Design and to advocate forming a UX Design Group. The premise is that while we do good work, we are still missing an essential ...

A presentation I put together to build awareness on User Experience Design and to advocate forming a UX Design Group. The premise is that while we do good work, we are still missing an essential ingredient that keeps us from being great: UX Design. Many points on cost justifying UXD

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    User Experience Design: The Missing Ingredient User Experience Design: The Missing Ingredient Presentation Transcript

    • User Experience Design in Business Insurance The Missing Ingredient
    • Why interested now?
    • Not long ago…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today…
    • Today… But, back at the office…
    • What’s Missing?
    • User Experience Design
    • What’s holding us back? Limited Costs Talent Awareness
    • Limited Awareness
    • Today, user experience design is usually sprinkled into a project
    • When should user experience design occur?
    • User Experience Design starts here.
    • User Experience Design starts here. And is blended throughout the entire project
    • Starting with…
    • Understanding the user
    • We start with a Business Idea
    • We start with a Business Idea to Increase Shareholder Value
    • Business is run by People
    • The Abstract User “ What functionality should the app provide?” “ What if the user needs to …?” “ Someone may want to …” “ The system needs these data elements to complete the function.”
    • And the value of the Business Idea is Lost
    • With User Research
    • With User Research • User Goals
    • With User Research • User Goals • Task Analysis
    • With User Research • User Goals • Task Analysis • Contextual Inquiry
    • With User Research • User Goals • Task Analysis • Contextual Inquiry • Personas
    • With User Research • User Goals • Task Analysis • Contextual Inquiry • Personas A concrete picture of our user emerges
    • And it causes us to Think Differently “ What functionality should the app provide?” “ Which user goals should this app support?” What if the user needs to …?” “ What is Alice’s primary goal in this scenario?” “ Someone may want to …” “ How important is it for Alice to…?” “ The system needs these data elements to complete the function.” “ How can we make it easier for Alice to log this event? ”
    • UI Design
    • Traditionally down… r i te it w iscuss i t… D i t. es ign he nd t
    • For better requirements s i t… val Discus ida te it n. d ow e it rit desig en ,w n it… th
    • Design Progression Functional UI HTML Mockups Static Images Wireframes Paper Prototypes Sketches CONCEPTUAL REAL Clarify and uncover requirements More Ideas  Better designs
    • Building the UI
    • UI Development is Complex Developers must appreciate Designers must appreciate
    • Usability Testing la te T oo
    • Usability Testing Test early, test often
    • What can we test?
    • Keep testing simple – so you do enough of it. Lessons from Steve Krug “Testing one user early in the project is better than testing 50 near the end.”
    • Implementation
    • How are we doing? Web Analytics User Feedback • NetInsight • Get Satisfaction
    • Not just t he End of The Project
    • Beginning of the Next Release User re search with th e current version
    • Cost
    • User Experience Design Reduces Project Costs
    • 10 cup 9 cup 8 cup 7 cup Added tasks and people 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
    • 10 cup 9 cup 8 cup 7 cup Added tasks and people 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
    • 10 cup 9 cup 8 cup 7 cup Added tasks and people (but not as much as you think) 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
    • 10 cup 9 cup 8 cup Development 7 cup 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
    • 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup 5 cup 4 cup 3 cup 2 cup 1 cup
    • 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup Training 5 cup 4 cup 3 cup 2 cup 1 cup
    • 10 cup 9 cup 8 cup Development 7 cup Rework 6 cup Training 5 cup Support 4 cup 3 cup 2 cup 1 cup
    • User Experience Design Increases Project Value
    • Productivity
    • Quality Productivity
    • Sales and customers Quality Productivity
    • Satisfaction Sales and customers Quality Productivity
    • Talent
    • Our Options… Train Rent Hire
    • What Can We Do Now? • Plan for user experience activities • Engage Enterprise Usability • Bring skilled user experience talent to our teams
    • What Can We Do Now? • Plan for user experience activities • Engage Enterprise Usability • Bring skilled user experience talent to our teams But that’s short term…
    • Business Insurance Portfolios UX Community Enterprise Usability PI Usability Research
    • BI User Experience Design Group 2009 2010 2011 2012  Usability practices at Travelers  Offerings from consultant partners  Visited with Open Solutions  SharePoint site  Monthly lunch-n-learn  Awareness
    • BI User Experience Design Group 2009 2010 2011 2012 • Virtual team • Project guidance • Liaison to Enterprise Usability Group • Training opportunities • UX Library No budget impact
    • BI User Experience Design Group 2009 2010 2011 2012 • Formal group with department leader • Small team of allocated, budgeted resources • Engagement model defined • Influence enterprise UI policies • Expanded library and training • Unify and leverage user experience design across all BI portfolios
    • BI User Experience Design Group 2009 2010 2011 2012 • Fully staffed department • UX specialist for each portfolio • UX center of excellence • Drives consistent, outstanding user experience across all portfolios
    • User Experience Design • More involved than you may think • But, not as costly as you may think • Delivers a better solution sooner • Business experts, not system experts • Lowers cholesterol
    • User Experience Design • More involved than you may think e olleg • But, not as costly as you may think ss rsity C also nive re fr om U nd st erol • Delivers a better solution sooner cholest n “A team has fou ndon to raise g-term i • Business experts, not o pears the lon L system experts ap r s ove le.” • Lowers cholesterol level e peop 05 r 200 er 20 5 so m e e tm emblt h 445944 0..sstm ov o vemabth//445944 0 23 N/ 2 h he l s,, 23.uN/2//hii//he a s New.bb o k C Ne wbbcc..cco .uk BB C///newss. ps? BBp: / new httttp: rh a h Pe
    • User Experience Design Not just sprinkled in throughout the project. A way of thinking carried throughout the project that takes our work from good…
    • To Great!