DIY UX - Higher Ed
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DIY UX - Higher Ed



Given at the Higher Ed Web Symposium at U Penn Wharton

Given at the Higher Ed Web Symposium at U Penn Wharton



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DIY UX - Higher Ed Presentation Transcript

  • 1. DIY UX Give Your Users an Upgrade (Without Calling In a Pro) Whitney Hess @whitneyhess
  • 2. Hi, I’m Whitney Hess User Experience Designer Consultant New Yorker @whitneyhess
  • 3. ﬔ
  • 4. You are a user experience designer
  • 5. Shawn Liu & Danny Wen Founders Iridesco New York, NY
  • 6.
  • 7. Design research Web analytics Usability testing Experimentation & iteration
  • 8. Design research What do our users actually need?
  • 9. Footer
  • 10. Kaizen means “continuous improvement” in Japanese
  • 11. Kaizen means “continuous improvement” in Japanese
  • 12.
  • 13. “We don’t just want to patch; we want to address the core problem.” – Iridesco
  • 14. “Customers love to tell you their workflow.” – Iridesco
  • 15. Design Research Make it easy for customers to reach you Log their requests & use them to prioritize new features Dig deeper to discover the underlying problems Keep in touch
  • 16. For more on design research... Observing the User Experience Mike Kuniavsky
  • 17. Web analytics What are our users actually doing?
  • 18. “We don’t believe in data-driven design, but data doesn’t lie .” * – Iridesco * Sometimes it does
  • 19. One month of visits Mon Mon Mon Mon Highest usage at beginning of week Dropoffs on weekends Somewhat lower usage mid-month
  • 20.
  • 21.
  • 22. Google Website Optimizer Same exact page with three different Free Trial buttons Found green and blue buttons performed much better than muted gray button 10% improvement in trial acquisition over two buttons (Learn More and Free Trial)
  • 23. Matthew Marco Visual Designer House of Representatives Washington, D.C.
  • 24. Chief Administrative Officer -> House Information Resources -> CAO Advanced Business Solutions -> Web Solutions Branch
  • 25.
  • 26. 97 most frequent queries on and top 10 results of each
  • 27. 97 most frequent queries on and top 10 results of each
  • 28. Queries are, in fact, case-sensitive. “Nancy Pelosi” and “nancy pelosi” produce different quantities of results ﬔe Pell Grant Underfunding PDF by the Oversight Committee appears in the top-ten results of most state searches; more relevant than any member-generated page in Colorado, Missouri, North Carolina, and Texas ﬔere is no apparent weight given to the title of a document. Untitled documents are not subdued in the results
  • 29. Sunday, September 28, 2008 1347 bailout 419 bailout bill 282 bail out 208 bailout plan 184 financial services 132 Search Other Sites 130 Emergency Economic Stabilization Act of 2008 103 bail out bill 95 financial bailout 80 Bailout 78 tarp 68 email 68 700 billion 66 rescue plan 66 rescue bill 66 old AND eye AND 6 64 financial 62 rescue 62 financial markets bill 58 contact
  • 30. “Stats let me refute the client’s notion of how their constituents were behaving.” – Matthew Marco,
  • 31. Web Analytics Understand your traffic cycles Use analytics tools to uncover usage patterns Test design variations Explore your search logs to see what people are looking for
  • 32. For more on web analytics... Web Analytics: An Hour a Day Avinash Kaushik
  • 33. Usability testing How well does our stuff actually work?
  • 34. NOT Shawn & wife
  • 35. Usability Testing Light Shows a build, a prototype, a comp, a sketch, whatever Doesn’t tell participant what she’s supposed to be doing Asks “What are your general feelings about this?” and then lets participant talk
  • 36. “‘It looks good’ is the worst feedback we can get.” – Iridesco
  • 37. “You need to have humility and listen. Users aren’t always right, but you need to hear them.” – Iridesco
  • 38. Where to Find Participants Friends and family Folks in your office who don’t work on the project: receptionist, HR, sales Twitter followers Starbucks Craigslist
  • 39. Tools to Capture Feedback
  • 40. #1 Most Common Question: What about testing online?
  • 41. Online Testing Tools
  • 42. Online Testing Tools Moderated Self-Moderated For A Long Time Automated Live Conceptual Automated Static
  • 43. Drawbacks of Online Tools Don’t see the participants’ expressions and body language Can’t ask probing, follow-up questions A lot harder to internalize the findings It’s cowardly – you need to feel the embarrassment of a sucky design
  • 44. Usability Testing Test your designs early and oen Informal tests are just as valuable Use people in your environment who aren’t involved in the project Choose participants of different backgrounds & capabilities Do it yourself & acknowledge your poor design choices
  • 45. For more on usability testing... Handbook of Usability Testing Jeffrey Rubin and Dana Chisnell usability-testing-in-the-wild-presentation
  • 46. For more on remote usability testing... Remote Research Nate Bolt and Tony Tulathimutte
  • 47. Experimentation & iteration How are we always getting better?
  • 48. Sketch Photoshop Test Static HTML prototype Test again Working prototype Test again Tweak Launch quietly Get feedback Tweak
  • 49. Roz Duffy Web Developer Comcast Interactive Media Philadelphia, PA
  • 50. Refresh Philly - June 2009
  • 51. “We aren’t always working on the most interesting stuff, but we always want to work smarter.” – Roz Duffy, Comcast Interactive Media
  • 52. An amazing thing happened because of this presentation
  • 53. A relationship formed
  • 54. An Experiment: Engineering Lab Week
  • 55. Experimentation & Iteration Never stop improving your product Make your working environment a creative one Encourage everyone on the team to solve problems together Soak up inspiration from everywhere
  • 56. For more on experimentation and iteration... Sketching User Experiences Bill Buxton
  • 57. Putting it all together In a university setting
  • 58. Sorin Stefan Front-end engineer McGill University Montreal, Canada
  • 59. @syktek
  • 60. “I don’t care how it’s going to look. I need the information to guide me on how it’s going to work.” – Sorin Stefan, McGill University
  • 61. Who is your target audience?
  • 62. Who is visiting your site?
  • 63. What are the goals for the redesign?
  • 64. What isn’t working on the site today?
  • 65. “Staff oen puts up with poor usability because they feel it’s part of their job to learn it.” – Sorin Stefan, McGill University
  • 66. What does our target user really need?
  • 67. Persona = “group of people visiting your website with things in common” Scenario = “what people are trying to do on the website”
  • 68. New Old
  • 69. Process Education Creating a Culture of UX
  • 70. Karen Berntsen Information Architect Carnegie Mellon University Pittsburgh, Pennsylvania
  • 71.
  • 72. “Using the CMS, and our services, is completely voluntary. ﬔat is the key to our success.” – Karen Berntsen, Carnegie Mellon University
  • 73. ﬔe Process Initial Consult Content Outline Site Requested Site Created Site Reviewed Site Launched
  • 74. Initial consult – 30 min meeting to determine if they’re eligible (95% of them are) Must have: Project Sponsor (FT faculty/staff) and Project Lead (day-to-day)
  • 75. Computer Store Content Outline: Hardware Soware Freshman
  • 76. “I can suggest that they don’t shoot themselves in the foot, but by all means if they want to, I let them. ﬔat psychology works.” – Karen Berntsen, Carnegie Mellon University
  • 77. Design research Web analytics Usability testing Experimentation & iteration
  • 78. IMPORTANT STUFF Always be listening Ask questions to get to underlying problems Use data and anecdotes to inform the design Test your designs and have the humility to admit you’re wrong Complete the feedback loop Never stop trying to make things better
  • 79. Make your users happy and they will thank you
  • 80. ﬔank you! Whitney Hess @whitneyhess Special thanks to: Danny Wen, Shawn Liu, Matthew Marco, Roz Duffy, Sorin Stefan and Karen Berntsen