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From Apples to eye surgery: Designing useful user experiences


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This was presented at the Canberra Girl Geek Dinners #2 on 4th of April, 2009.

Published in: Technology, Health & Medicine

From Apples to eye surgery: Designing useful user experiences

  1. From Apples to eye surgery: designing useful user experiences By Ruth Ellison Twitter: @RuthEllison For Canberra Girl Geek Dinners #2 On 4 th April 2009
  3. <ul><li>Let me tell you a story about laser eye surgery... </li></ul>
  4. What is user experience (UX)? <ul><li>&quot;User experience&quot; encompasses all aspects of the end-user's interaction with the company, its services, and its products. </li></ul><ul><li>- Nielsen Norman Group </li></ul>
  5. What is user experience? <ul><li>“ The sum of a series of interactions between people, devices and events – or any combination thereof” </li></ul><ul><li>- Eric Reiss </li></ul>
  6. <ul><li>UX is the user interface </li></ul><ul><li>UX is just about usability </li></ul><ul><li>UX is just about the user </li></ul>Want more info? Check out this excellent article by Whitney Hess about 10 Most Common Misconceptions About User Experience Design , located at
  8. Why is good UX important? <ul><li>Helps to build trust </li></ul><ul><li>Create good will </li></ul><ul><li>Encourage loyalty* </li></ul><ul><li>* Perhaps not always applicable to Government </li></ul><ul><li>Empowering your users </li></ul><ul><li>It’s good business sense </li></ul>
  9. Impacts of bad UX <ul><li>Frustrated people </li></ul><ul><li>Negative perception </li></ul><ul><li>Multiple contact points with organisation = increased costs </li></ul><ul><li>Increased errors = increased costs </li></ul>Angry! By danorbit Available under Attribution-Noncommercial-No Derivative Works 2.0 Generic license
  10. Who’s responsible for UX? <ul><li>Is it the... </li></ul><ul><li>User interface designers? </li></ul><ul><li>Usability folks? </li></ul><ul><li>Business analysts? </li></ul><ul><li>Developers? </li></ul><ul><li>Marketing & communications people? </li></ul><ul><li>Others? </li></ul>
  11. It’s everyone’s business
  12. User experience needs to be... <ul><li>Valuable </li></ul><ul><li>Usable </li></ul><ul><li>Engaging </li></ul><ul><li>Credible </li></ul><ul><li>Pleasurable </li></ul>
  13. Valuable
  15. Usable
  16. More Bars in more places By DeaPeaJayfrom Available under a Creative Commons Attribution-Share Alike 2.0 Generic license
  17. Source:
  18. Engaging
  20. Playing four way pong By Ruth Ellison Available under a Creative Commons Attribution-Noncommercial-No Derivative Works 2.0 Generic license
  21. Source:
  22. Credible
  23. Which one instils more confidence?
  26. Pleasurable
  27. Photo sources:
  28. How do we go about creating great experiences?
  29. <ul><li>Think outside the screen </li></ul>
  30. Think about... <ul><li>The organisation </li></ul><ul><li>What are you trying to achieve? </li></ul><ul><li>Legislative requirements? </li></ul><ul><li>Timelines, budget & resourcing – what can be realistically achieved? </li></ul><ul><li>Business processes? </li></ul><ul><li>Language & definitions? </li></ul>
  31. Think about... <ul><li>The people </li></ul><ul><li>Who are your users? </li></ul><ul><li>What are their goals? </li></ul><ul><li>Environment in which they will use your system? </li></ul><ul><li>Level of knowledge & experience of organisation & system? </li></ul><ul><li>Prior experiences & perceptions </li></ul>
  32. Think about... <ul><li>The system </li></ul><ul><li>How offline and online materials complement each other </li></ul><ul><li>Physical layout of office/workplace/shop </li></ul><ul><li>Interactions between channels </li></ul><ul><ul><li>phone, internet, in person </li></ul></ul>
  33. Do... <ul><li>User research to understand the people, what they do, how they think, and why they do things a certain way </li></ul><ul><li>Share the findings in interesting ways (e.g. telling stories) </li></ul><ul><li>Visualise the solution so it’s easily communicable </li></ul>
  34. Get... <ul><li>Users involved in the design process </li></ul><ul><li>Stakeholders & project team involved </li></ul>
  35. Do... <ul><li>Use user experience for good rather than evil </li></ul>
  36. <ul><li>UX is the sum of all the interactions with the organisation/product/service </li></ul><ul><li>It’s more than the user interface </li></ul><ul><li>Develop a deep understanding of your users and what you’re trying to achieve </li></ul>
  37. When Signage Goes Wrong By rdolishny Available under a Creative Commons Attribution-Noncommercial 2.0 Generic license
  38. Thanks! <ul><li>Ruth Ellison </li></ul><ul><li>Email: [email_address] </li></ul><ul><li>Web: </li></ul><ul><li>@RuthEllison </li></ul><ul><li>Find this presentation at </li></ul>