The document discusses the importance of usage-centered approaches in designing UX deliverables, emphasizing their role in facilitating effective communication among stakeholders during the design process. It outlines various types of UX deliverables and presents a framework for determining design criteria related to task, context, and roles of individuals involved. Practical examples and exercises are included to engage participants in applying these concepts to their specific contexts and goals.

1. Practicing what we preach
usage-centered approaches to
designing effective deliverables
Aviva Rosenstein, PhD
Salesforce.com
arosenstein@salesforce.com
Twitter: @uxresearch

2. Design Deliverables
• documentation or artifacts from
the UX design process
• NOT the final product of the
design process
• created in order to help make
something happen

3. Designing interim deliverables
for usability & utility
Earns Builds
Trust Credibility

4. There are lots of different deliverables in UX
(Here’s some from a list of 42 UX deliverables, from a workshop at CHI 2002)
1. Methodology
2. Offering & Methods
3. Business Problem
4. Markets vs. Products
5. Business Requirements / Context / Comparative Analysis
6. Understand User
7. Understand User Process + Contextual Inquiry
8. Understand User Context
9. Understanding Phase + Prototype for Concept Definition
10. Benchmark
11. Service Concept
12. Document Existing Work
13. Customer Requirements vs. Feature Sets
14. High Level Concept
15. Define Concept + Evaluate Mode
16. Feature List, Functional/Non-functional Requirements
17. Deconstruct Story into Elements
18. Release Plan
19. Design Underlying Structure

6. No cookie
cutter
solutions,
today.
Agenda:
1) Define framework
for identifying
deliverable design
criteria
2) Try it out
3) Share findings

7. Narrative/Rhetorical
Usage Centered

8. Tasks
(purpose)
Job Roles Content
(actors) (message)
Content
Criteria:
Information
Design
Context of Use

9. Roles
Content
Criteria
Purpose Context

10. • What job functions or roles are
related to this task?
ROLES
• What are the characteristics of
Role Models, people in those roles?
Role Maps
• What are the relationships
between the roles?
Roles
• How do they interact?

11. Examples of Role relationships:
specific roles: Contributor
Designer Implementer
Developer Recommender
Content Specialist Approver
Researcher Decision Maker
Product Owner
Business Owner
Other stakeholders…

12. • What are you trying to do or to
PURPOSE say?
Intentions
Goals • What do the other actors want
Needs or need?
Tasks
• What do you need to make
happen?
• What type of response is
desired?
Purpose

13. Tasks: Examples
• Obtain information • Encourage investment
• Explore alternatives • Provide information
• Synthesize insights • Define a process
• Articulate a concept • Specify requirements
• Gather feedback • Communicate standards
• Spark discussion • Close a deal
• Socialize an idea • Report status
• Make recommendations • Track activities
• Achieve consensus • Demonstrate progress

14. Explore
INTENTIONS Inform
A few examples:
Alert
Explain
Illustrate
Specify
Recommend
Purpose
Persuade

15. Agreement
NEEDS Acceptance
A few examples:
Approval
Action
Confirmation
Decision
Purpose

16. CONTEXT • Organizational
OF USE relationships
• Type of culture
• Physical environment
• Time dependencies
• Complexity
• Operational
constraints
Context

17. Context: stage in project lifecycle
Prototype Alpha Beta GA
Stage of product lifecycle
Ideate Analyze Design Implement Deploy Maintain
Tasks are often (not always) related to a
specific stage of the development process

18. CONTENT
Concise Detailed
CRITERIA
Emotional Analytical
Rough Polished
Content
Ephemeral Lasting
Appropriate level of
•Detail
•Emotional appeal
•Polish
Timeframe: Is this content used once, or over a longer period?

19. Salesforce usability examples

20. Persona examples
Get them in the hands of
developers, product owners,
other stakeholders…

21. Your turn: Role Modeling
1. Pick a partner or two TASK:Approve visual design direction
2. Pick a role and a context
P B
3. Identify a task relevant ID O O
to that role (and to you)
4. Write one role to an Dev
11x17 sheet: VzD Mgr
– Name of role
ROLE: Business Owner
– Task TASK: Approve visual design direction
– Context of use CONTEXT: Internal waterfall development process;.
Supervises multiple product managers, makes final
– Role Characteristics
go/no go decision. Not knowledgeable about UX.
– Content Criteria Frequently consumes materials on mobile devices; no
5. (If there’s time) map familiarity with common design tools. May share
mocks and with colleagues or C-level execs.
role relationships
relevant to that task on ROLE CHARACTERISTICS: short attention
another 11x17 sheet span/under significant time pressure, metric and
visually-focused.
6. Share with your table
mates CONTENT CRITERIA: brief, clear presentation in
common formats consumable on mobile devices

22. Pick a Role and a Context
• Interaction • Internal team • Remote team • Agile
designer • Agency • Co-located team • Waterfall
• User Researcher partnership
• UX Manager • Project-based
• Developer vendor Small design
• • Startup
• Product • Other… agency • Small business
Manager • Large agency • Medium size
• Business Owner • Other… firm
• Executive • Very Large
Stakeholder Organization
• Potential client • UX team of 1
• Other…. • Large UX team
• Other…
ROLE CONTEXTS

23. Pick a Task:___________________
• What are you trying to do or to say?
• What do you need to make happen?
• What type of response is desired?
• From which actors?

24. Role characteristics:___________
 Goals  Subject matter knowledge
 Needs
 Computer skills
 Frustrations
 Motivations
 Language proficiency
 Attitudes  Skill with particular
product or system
 toward task/job
 For each skill, are they:
 toward technology used
 Novices
 Trigger(s)  Advanced beginners
 for action  Intermediates
 Experts
 for inaction/roadblocks

25. Context of: ________________
Where and when do users do the task? Task Characteristics:
 In what environment?  Frequency
 What corporate culture?  Regularity
 Where in development process?  Continuity
 Intensity of use
 Direction of information flow?
 Timeframe to act
 Device constraints/ media channels?
 Complexity
 Needs for
 Auditability  Predictability
 Accuracy & Credibility  Who controls the process?
 Confidentiality
 Operational/safety risks  Other roles involved:
 Legal/regulatory restrictions

26. Wrapping up:
• Did you have enough information to define
context, role characteristics and content
criteria for the role you picked?
• How well can you define context,
characteristics and content criteria for all
roles you interact with?

27. Learn more:
• Brown, Dan (2011) Communicating Design: Developing Web Site
Documentation for Design and Planning (2nd Edition)
• Constantine & Lockwood (1999): Software for use: a practical guide
to the models and methods of usage-centered design
• Fulcher, Glass & Leacock, (2002): Deliverables that Clarify, Focus,
and Improve Design, UPA 2002
http://leacock.com/deliverables/index.html
• Instone, Keith (2002): HCI & IA: Information, Interaction, Interface
and Usability Architects Share Deliverables, CHI 2002
http://instone.org/hci-ia-chi2002
• Laurel, Brenda (1993) Computers as Theater.
• Moreville, Peter, (1.27.09) Semantic Studios: User Experience
Deliverables:
http://semanticstudios.com/publications/semantics/000228.php

28. Talk the talk Walk the walk
UX
Aviva Rosenstein, PhD
Salesforce.com Twitter: @uxresearch
arosenstein@salesforce.com