My introduction to UX evening at General Assembly Sydney.

1. USER EXPERIENCE
Demystifying it with Mike Biggs
@MetaMikeBiggs

2. A BIT ABOUT ME
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Mike Biggs
Instigator, Digital Strategist, Product Innovator, Management Consultant,
Agilist, Lean UXer….. essentially a T-shaped person.
Places and projects:
▫︎Currently work at ThoughtWorks
▫︎Previously worked in digital agencies, NSW Government, Freelance..
▫︎Clients (past & current) include: CommBank, Vodafone, Macquarie Bank,
Perpetual, Toshiba, MTV, VMware, The Rocks/Darling Harbour Precincts,
Gatorade…
▫︎Interesting stuff I’ve done: an Instagram rip-off, Hackathon Mentoring,
Smart forms (that’s right, forms are interesting!), Soccer viewing iPad
app.

3. Your experience of tonight is
governed by your expectations as
much as what is actually delivered.
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4. A BIT ABOUT YOU
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Tell me about yourselves:
▫︎Developer vs design folk
▫︎Delivery vs business people
▫︎New vs seasoned

5. WHAT YOU’LL LEARN
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!
▫︎Understand what we mean when we talk about UX (User Experience)
▫︎Where has it come from? - the need of humans…
▫︎Where it lives
▫︎The UX process
▫︎What are the deliverables
▫︎Environments
▫︎What Next?

6. UX HISTORY
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1988

7. UX HISTORY
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1998

8. WHAT IS UX?
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!
ISO 9241-210
Human Centred Design
!
[1] defines user experience as "a person's
perceptions and responses that result from the use
or anticipated use of a product, system or service".

9. WHAT IS UX?
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!
“User experience has broadened into being: every
single touchpoint your that forms your business -
your brand.”
-Velvet Onion

10. WHAT IS UX?
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11. WHAT IS UX?
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12. WHAT IS UX?
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13. WHAT IS UX?
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14. WHAT IS UX?
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15. So..where does UX live?
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16. WHAT IS UX
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Living in a Silo?
▫︎An excellent structure for holding knowledge
▫︎Also excellent at withholding knowledge
▫︎Ensures UX is done RIGHT
▫︎Does not ensure UX is actually done
▫︎IS a bottleneck
▫︎Does not address cultural change
▫︎Commonly found in Waterfall environments

17. WHAT IS UX
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Cross functional UX?
▫︎Everyone’s responsible
▫︎Can also mean no one’s responsible
▫︎Potential consistency issues
▫︎Huge cultural advantages
▫︎More common in mature Agile environments

18. If UX is problem solving,
then a UX designer is a facilitator.
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19. What problem are we solving again?
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20. 20

21. WHAT IS UX
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At its heart, UX design aims to solve the problem of usability.
Usability is defined by 5 quality components:
▫︎ Learnability: How easy is it for users to accomplish basic tasks
the first time they encounter the design?
▫︎ Efficiency: Once users have learned the design, how quickly can
they perform tasks?
▫︎ Memorability: When users return to the design after a period
of not using it, how easily can they reestablish proficiency?
▫︎ Errors: How many errors do users make, how severe are these
errors, and how easily can they recover from the errors?
▫︎ Satisfaction: How pleasant is it to use the design?

22. WHAT IS UX
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Examples: Good and Bad
▫︎ Login Sequence

23. WHAT IS UX
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Examples: Good and Bad
▫︎ Affordances / Cognitive load

24. WHAT IS UX
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Examples: Good and Bad
▫︎ Memorability / Satisfaction- Microinteractions

25. WHAT IS UX
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Examples: Good and Bad
▫︎ Memorability / Satisfaction- Microinteractions

26. WHAT IS UX
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Examples: Good and Bad
▫︎ Error Reporting

27. WHAT IS UX
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Examples: Good and Bad
▫︎ Persuasive design (copy)

28. WHAT IS UX
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Examples: Good and Bad
▫︎ Memorability - Navigation

29. WHAT IS UX
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Examples: Good and Bad
▫︎ Cross Channel

30. WHAT IS UX
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Examples: Good and Bad
▫︎ Labelling / IA - Also, Cognitive Load

31. WHAT IS UX
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Examples: Good and Bad
▫︎ Cross Channel

32. Basically..
“Don’t make me think”
-Steve Krug
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33. THE UX PROCESS
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34. THE UX PROCESS
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The 5 D’s
▫︎Discover
▫︎Define
▫︎Design
▫︎Develop
▫︎Deliver

35. THE UX PROCESS
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The Double Diamond:

36. THE UX PROCESS
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The Design Thinking Process:

37. THE UX PROCESS
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Discover Stage. Goal: To understand the User and their context.
Main contributor: User Researcher
Methods:
▫︎ Ethnographic research
▫︎ User diaries
▫︎ Interviews
▫︎ Card sort
Outputs:
▫︎ User stories & personas
▫︎ Problem statements
▫︎ Affinity diagrams
▫︎ Semantic Maps

38. EXAMPLES OF ACTIVITIES DELIVERABLES
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Ethnographic Research

39. EXAMPLES OF ACTIVITIES DELIVERABLES
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Empathy Maps

40. EXAMPLES OF ACTIVITIES DELIVERABLES
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Personas

41. THE UX PROCESS
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Define Stage. Goal: To define the high level requirements of any design output.
Contributors: Information Architect, Mythical UX Generalist, Project Manager,
Product Manager.
Methods:
▫︎ Development of Product Requirements
▫︎ Define Information Architecture including Tree testing
▫︎ Project Plan development
!
Outputs:
▫︎ Product Requirements Document
▫︎ Tree testing report
▫︎ Project Plan

42. THE UX PROCESS
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Content Inventories & Sitemapping

43. THE UX PROCESS
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Design Stage. Goal: To design artefacts which address the problem as defined.
Contributors: Information Architect & Interaction Designer
Methods:
▫︎ Paper prototyping
▫︎ Digital Wireframing
▫︎ Explicit use of Usability Quality Metrics
▫︎ User Testing
▫︎ Visual Design Concepts
Outputs:
▫︎ Validated prototypes & wireframes
▫︎ Revised sitemap
▫︎ User flows
▫︎ UI designs
▫︎ Brand/ Marketing buy-in re visual design

44. THE UX PROCESS
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User Flows

45. THE UX PROCESS
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Think ‘views’ not pages

46. THE UX PROCESS
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Content Matrix

47. THE UX PROCESS
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Content Matrix
Pre Event At Event Post Event
Desktop
Mobile

48. THE UX PROCESS
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Paper Prototypes

49. THE UX PROCESS
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Wireframes

50. THE UX PROCESS
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Develop Stage. Goal: To build software that will deliver the design as intended.
Contributors: Primarily Developers
Methods:
▫︎ Technical Architecture design
▫︎ UML
▫︎ Setup testing environment
▫︎ Release management
!
Outputs:
▫︎ Actual code
▫︎ No ‘UX’ deliverables
!

51. THE UX PROCESS
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Deliver Stage. Goal: To release software to market.
Contributors: Primarily Developers
Methods:
▫︎ Test cases
▫︎ Testing
!
!
Outputs:
▫︎ Test reports
▫︎ No ‘UX’ deliverables
!

52. THE UX PROCESS
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What is this process?

53. ENVIRONMENTS
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Environments:
▫︎Waterfall
▫︎Agile
▫︎Lean

54. WHAT’S NEXT
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Where is UX going?
▫︎Product Management
▫︎Service Design
▫︎Industries/ contexts
Where you can go:
▫︎Human Computer Interaction
▫︎Lean Validation Board
▫︎Designing the organisation

55. TOOLS & RESOURCES
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▫︎ mockflow.com < I use this one- cheap, good and you can share
wireframes with clients/stakeholders remotely
▫︎ balsamiq.com < popular
▫︎ http://www.optimalworkshop.com/ < A suite of tools for organising
your Information Architecture, then testing it. Also includes a tool for
rapidly testing early designs/ sketches called Chalkmark.
Recommended.
▫︎ loop11.com < allows you to remotely track how a user response to a
detailed wireframe or full website design.
▫︎ Human Computer Interaction cousre-https://www.coursera.org/course/
hciucsd
▫︎ Lean Validation Board- for Startups and Product development, but is
just as useful when addressing UX - https://
www.leanstartupmachine.com/validationboard/

56. THANKS
Mike Biggs
@MetaMikeBiggs
ThoughtWorks
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