DIY UX
Give Your Users
an Upgrade
(Without Calling In a Pro)



    Whitney Hess
    whitney@whitneyhess.com
          @wh...
Hi, I’m Whitney Hess

 User Experience Designer
        Consultant
        New Yorker


      @whitneyhess
ﬔisIsIndexed.com
You
     are a
user experience
   designer
Shawn Liu & Danny Wen
Founders
Iridesco
New York, NY
http://getharvest.com
Design research
 Web analytics
Usability testing
Experimentation
  & iteration
Design
  research
What do our users actually need?
Footer
Kaizen   means “continuous improvement” in Japanese
Kaizen   means “continuous improvement” in Japanese
http://iridesco.wufoo.com/forms/harvest-survey/
“We don’t just want to
  patch; we want to
  address the core
      problem.”
        – Iridesco
“Customers love to tell
 you their workflow.”
         – Iridesco
Design Research
Make it easy for customers to
reach you

Log their requests & use them to
prioritize new features

Dig dee...
For more on design research...



                 Observing the
                 User Experience

                 Mike K...
Web
   analytics
What are our users actually doing?
“We don’t believe in
              data-driven design,
             but data doesn’t lie .”
                              ...
One month of visits



   Mon        Mon     Mon        Mon




             Highest usage at
             beginning of we...
Crazyegg.com
Crazyegg.com
Google Website Optimizer


   Same exact page with three
   different Free Trial buttons

   Found green and blue buttons
 ...
Matthew Marco
Visual Designer
House of Representatives
Washington, D.C.
Chief Administrative Officer ->
  House Information Resources ->
CAO Advanced Business Solutions ->
       Web Solutions Bra...
House.gov
97 most frequent queries on House.gov
and top 10 results of each
97 most frequent queries on House.gov
and top 10 results of each
Queries are, in fact, case-sensitive.
             “Nancy Pelosi” and “nancy pelosi” produce
             different quantit...
Sunday, September 28, 2008
1347 bailout
419 bailout bill
282 bail out
208 bailout plan
184 financial services
132 Search Ot...
“Stats let me refute the
 client’s notion of how
their constituents were
       behaving.”
     – Matthew Marco, House.gov
Web Analytics
Understand your traffic cycles

Use analytics tools to uncover
usage patterns

Test design variations

Explore...
For more on web analytics...



                Web Analytics:
                An Hour a Day

                Avinash Kaus...
Usability
     testing
How well does our stuff actually work?
NOT Shawn & wife
Usability Testing Light

Shows a build, a prototype, a comp, a
sketch, whatever

Doesn’t tell participant what she’s
suppo...
“‘It looks good’
is the worst feedback
      we can get.”
        – Iridesco
“You need to have
   humility and listen.
Users aren’t always right,
    but you need to
      hear them.”
          – Iri...
Where to Find Participants

 Friends and family
 Folks in your office who don’t work on
 the project: receptionist, HR, sale...
Tools to Capture Feedback
#1 Most Common Question:
 What about testing
      online?
Online Testing Tools
Online Testing Tools
Moderated



Self-Moderated

       For A Long Time



Automated Live

       Conceptual



Automated...
Drawbacks of Online Tools
   Don’t see the participants’
   expressions and body language

   Can’t ask probing, follow-up...
Usability Testing
Test your designs early and oen
Informal tests are just as valuable
Use people in your environment who
...
For more on usability testing...



                               Handbook of
                               Usability Te...
For more on remote usability testing...



                     Remote
                     Research

                    ...
Experimentation
& iteration
How are we always getting better?
Sketch
Photoshop
Test
Static HTML prototype
Test again
Working prototype
Test again
Tweak
Launch quietly
Get feedback
Tweak
Roz Duffy
Web Developer
Comcast Interactive Media
Philadelphia, PA
Refresh Philly - June 2009
“We aren’t always
  working on the most
interesting stuff, but we
  always want to work
       smarter.”
  – Roz Duffy, Comc...
An amazing thing
happened because of
  this presentation
A relationship formed
An Experiment:
Engineering Lab Week
Experimentation & Iteration
     Never stop improving your product

     Make your working environment
     a creative one...
For more on experimentation and iteration...



                        Sketching User
                        Experiences...
Putting it all together
  In a university setting
Sorin Stefan
Front-end engineer
McGill University
Montreal, Canada
@syktek
“I don’t care how it’s
going to look. I need the
information to guide me
   on how it’s going to
          work.”
    – So...
Who is your
target audience?
Who is visiting
 your site?
What are the goals
for the redesign?
What isn’t working
on the site today?
“Staff oen puts up with
     poor usability
 because they feel it’s
    part of their job
      to learn it.”
    – Sorin ...
What does our target
 user really need?
Persona = “group of people
 visiting your website with
     things in common”

Scenario = “what people are
trying to do on...
New


Old
Process Education
Creating a Culture of UX
Karen Berntsen
Information Architect
Carnegie Mellon University
Pittsburgh, Pennsylvania
http://www.cmu.edu/cms/
“Using the CMS,
    and our services,
is completely voluntary.
  ﬔat is the key to our
       success.”
 – Karen Berntsen,...
ﬔe Process
 Initial Consult

 Content Outline

 Site Requested

 Site Created

 Site Reviewed

 Site Launched
Initial consult – 30 min meeting
 to determine if they’re eligible
         (95% of them are)


           Must have:
Proj...
Computer Store Content Outline:


        Hardware
         Soware
        Freshman
“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...
Design research
 Web analytics
Usability testing
Experimentation
  & iteration
IMPORTANT STUFF
Always be listening

Ask questions to get to underlying problems

Use data and anecdotes to inform the des...
Make your users happy
and they will thank you
ﬔank you!
                     Whitney Hess
               whitney@whitneyhess.com
                     @whitneyhess
     ...
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
DIY UX - Higher Ed
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DIY UX - Higher Ed

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DIY UX - Higher Ed

  1. 1. DIY UX Give Your Users an Upgrade (Without Calling In a Pro) Whitney Hess whitney@whitneyhess.com @whitneyhess http://whitneyhess.com
  2. 2. Hi, I’m Whitney Hess User Experience Designer Consultant New Yorker @whitneyhess
  3. 3. ﬔisIsIndexed.com
  4. 4. You are a user experience designer
  5. 5. Shawn Liu & Danny Wen Founders Iridesco New York, NY
  6. 6. http://getharvest.com
  7. 7. Design research Web analytics Usability testing Experimentation & iteration
  8. 8. Design research What do our users actually need?
  9. 9. Footer
  10. 10. Kaizen means “continuous improvement” in Japanese
  11. 11. Kaizen means “continuous improvement” in Japanese
  12. 12. http://iridesco.wufoo.com/forms/harvest-survey/
  13. 13. “We don’t just want to patch; we want to address the core problem.” – Iridesco
  14. 14. “Customers love to tell you their workflow.” – Iridesco
  15. 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. 16. For more on design research... Observing the User Experience Mike Kuniavsky
  17. 17. Web analytics What are our users actually doing?
  18. 18. “We don’t believe in data-driven design, but data doesn’t lie .” * – Iridesco * Sometimes it does
  19. 19. One month of visits Mon Mon Mon Mon Highest usage at beginning of week Dropoffs on weekends Somewhat lower usage mid-month
  20. 20. Crazyegg.com
  21. 21. Crazyegg.com
  22. 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. 23. Matthew Marco Visual Designer House of Representatives Washington, D.C.
  24. 24. Chief Administrative Officer -> House Information Resources -> CAO Advanced Business Solutions -> Web Solutions Branch
  25. 25. House.gov
  26. 26. 97 most frequent queries on House.gov and top 10 results of each
  27. 27. 97 most frequent queries on House.gov and top 10 results of each
  28. 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 http://www.matthewtmarco.com/studies/2007/pathetic-to-absurd-to-disheartening-in-97-queries/
  29. 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. 30. “Stats let me refute the client’s notion of how their constituents were behaving.” – Matthew Marco, House.gov
  31. 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. 32. For more on web analytics... Web Analytics: An Hour a Day Avinash Kaushik
  33. 33. Usability testing How well does our stuff actually work?
  34. 34. NOT Shawn & wife
  35. 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. 36. “‘It looks good’ is the worst feedback we can get.” – Iridesco
  37. 37. “You need to have humility and listen. Users aren’t always right, but you need to hear them.” – Iridesco
  38. 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. 39. Tools to Capture Feedback
  40. 40. #1 Most Common Question: What about testing online?
  41. 41. Online Testing Tools
  42. 42. Online Testing Tools Moderated Self-Moderated For A Long Time Automated Live Conceptual Automated Static http://remoteusability.com
  43. 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. 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. 45. For more on usability testing... Handbook of Usability Testing Jeffrey Rubin and Dana Chisnell http://www.slideshare.net/danachisnell/quick-cheap-insightful- usability-testing-in-the-wild-presentation
  46. 46. For more on remote usability testing... Remote Research Nate Bolt and Tony Tulathimutte
  47. 47. Experimentation & iteration How are we always getting better?
  48. 48. Sketch Photoshop Test Static HTML prototype Test again Working prototype Test again Tweak Launch quietly Get feedback Tweak
  49. 49. Roz Duffy Web Developer Comcast Interactive Media Philadelphia, PA
  50. 50. Refresh Philly - June 2009
  51. 51. “We aren’t always working on the most interesting stuff, but we always want to work smarter.” – Roz Duffy, Comcast Interactive Media
  52. 52. An amazing thing happened because of this presentation
  53. 53. A relationship formed
  54. 54. An Experiment: Engineering Lab Week
  55. 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. 56. For more on experimentation and iteration... Sketching User Experiences Bill Buxton
  57. 57. Putting it all together In a university setting
  58. 58. Sorin Stefan Front-end engineer McGill University Montreal, Canada
  59. 59. @syktek
  60. 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. 61. Who is your target audience?
  62. 62. Who is visiting your site?
  63. 63. What are the goals for the redesign?
  64. 64. What isn’t working on the site today?
  65. 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. 66. What does our target user really need?
  67. 67. Persona = “group of people visiting your website with things in common” Scenario = “what people are trying to do on the website”
  68. 68. New Old
  69. 69. Process Education Creating a Culture of UX
  70. 70. Karen Berntsen Information Architect Carnegie Mellon University Pittsburgh, Pennsylvania
  71. 71. http://www.cmu.edu/cms/
  72. 72. “Using the CMS, and our services, is completely voluntary. ﬔat is the key to our success.” – Karen Berntsen, Carnegie Mellon University
  73. 73. ﬔe Process Initial Consult Content Outline Site Requested Site Created Site Reviewed Site Launched
  74. 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. 75. Computer Store Content Outline: Hardware Soware Freshman
  76. 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. 77. Design research Web analytics Usability testing Experimentation & iteration
  78. 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. 79. Make your users happy and they will thank you
  80. 80. ﬔank you! Whitney Hess whitney@whitneyhess.com @whitneyhess http://whitneyhess.com Special thanks to: Danny Wen, Shawn Liu, Matthew Marco, Roz Duffy, Sorin Stefan and Karen Berntsen
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