Why User Experience Matters 2009


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Why User Experience Matters 2009

  1. 1. Why User Centered Design and Usability Matters Michael Rawlins, Certified Usability Analyst September, 2009
  2. 2. about me... Michael Rawlins - Director of User Experience for a global software firm - Over 20 years of Fortune 100 company experience - President, CT Usability Professionals Association - Adjunct Professor, Manchester Community College - Certified Usability Analyst (CUA) - Human Factors International’s CUA of the Month in 2007 2
  3. 3. value proposition... Every dollar invested in Usability returns $10 to $100 Realize: better business requirements shorter development cycles non-functional requirements - design *SWOT analysis * Strengths Weakness Opportunities Threats 3
  4. 4. a few definitions... 4
  5. 5. usability? • Effectiveness - can users achieve their goal • Ease of learning - how fast do they learn the interface • Efficiency of use - how fast users complete tasks • Memorability - short & long term memory leveraged • Error prevention - is there forgiveness • User satisfaction - do users like the application 5
  6. 6. mental model? • “Things should work the way we think they should work...” • break the user’s mental model - they respond negatively • techniques to explore the user’s mental model include card sorting and 1:1 usability testing 6
  7. 7. user centered design? User-centered design (UCD) is a structured product development methodology that involves users throughout all stages of the development lifecycle, in order to create a web site or application that meets users' needs. This approach considers an organization's business objectives and the user's needs, limitations, and preferences. 7
  8. 8. the process... To create a user-centered web site you must think about the needs of your users throughout each step in the development of your site, including: plan (objectives & requirements) collect data from user population (observation) prototype (low-fidelity) test 1:1 with users (task based usability tests) 8
  9. 9. prototyping... www.balsamiq.com Low fidelity www.welie.com Interaction Design Patterns 9
  10. 10. interaction patterns... http://quince.infragistics.com/#/ByTask 10
  11. 11. templates vs. patterns http://www.welie.com http://960.gs/ 11
  12. 12. tools... Direct approach - Morae Recorder to to capture your tests 12
  13. 13. It’s collaborative... enabling you to work closely with your developers and business stakeholders 13
  14. 14. usability testing criteria Establish usability criteria prior to creating the test questions • What are you measuring? • Users will be able to do “x” in less than two minutes • Users will be able to navigate to “x” in less than two minutes in three clicks • Users will be able to buy “x” with no errors or customer support assistance • Eight out of ten users will be able to purchase “x” 27
  15. 15. more tools... Indirect approaches Expert Review (use heuristics - rules of thumb) Online Surveys (example: SurveyMonkey.com) 15
  16. 16. usability point of view This can happen 80% of Usability is about navigation 16
  17. 17. the symptoms... Your site or application doesn’t work when user’s: are over reliant on sitemaps to navigate access search as a primary navigation tool navigate with browser controls (forward & back) To solve: test with real user’s to determine their mental model 17
  18. 18. the return... Increase Productivity Reduce Support Calls Reduce Training Conversion Rate Reduce Drop-off Reduce Learning Curve 18
  19. 19. suggested reading... 19
  20. 20. questions... 20
  21. 21. thank you... michael.rawlins@gmail.com http://www.michaelrawlins.com 21