USER
EXPERIENCE
or: How I Learned to Stop Worrying
and Love the User

@samchatwin
WHERE
WE’RE AT
NOTHINGS
CHANGED
BASIC
EXPECTATIONS
HIERARCHY
OF NEEDS
Self Actualisation
Esteem
Love / Belonging
Safety
Physiological
Physiological
Safety
Physiological
Love / Belonging
Safety
Physiological
Esteem
Love / Belonging
Safety
Physiological
Self Actualisation
Esteem
Love / Belonging
Safety
Physiological
Self Actualisation
Esteem
Love / Belonging
Safety
Physiological
HIERARCHY OF
USER’S NEEDS
Pleasurable

Usable
Reliable
Functional
Functional
Reliable

Functional
Usable
Reliable

Functional
Aarron Walter
aarronwalter.com

Pleasurable

Usable
Reliable

Functional
A DEFINITION
“User experience”
encompasses all aspects
of the end-user's interaction
with the company, its
services, and its products. ...
WHY DOES
IT MATTER
TO YOU
BRAND
TOUCHPOINTS
Business Cards
Services

Presentations
Environments

Web Banners

Telephone
Signage

Publications
Website(s)
Packaging

Br...
RETURN ON
INVESTMENT
Reduced
Costs
Reduced
Costs

Reduced
Issues
Reduced
Costs

Reduced
Issues

Increased
Productivity
Reduced
Costs

Increased
Use

Reduced
Issues

Increased
Productivity
Reduced
Costs

Increased
Use

Reduced
Issues

Increased
Sales

Increased
Productivity
Reduced
Costs

Increased
Use

Reduced
Issues

Increased
Sales

Increased
Productivity

Increased
Loyalty
Reduced
Costs

Increased
Use

Reduced
Issues

Increased
Sales

Increased
Productivity

Increased
Loyalty

Increased
Brand
...
A GOOD
USER
EXPERIENCE
Good User Experience

User
Needs

Business
Needs
HOW CAN
YOU DO IT?
A PHILOSOPHY
Concrete

Completion

Visual Design

Interface Design

Navigation Design

Interaction
Design

Information
Architecture

Fu...
Completion

time

Concrete

User Needs
Site Objectives
Abstract

Conception
Completion

time

Concrete

Functional
Specfications

Content
Requirements

User Needs
Site Objectives
Abstract

Conception
Completion

Interaction
Design

Information
Architecture

Functional
Specfications

time

Concrete

Content
Requirements

U...
Concrete

Completion

Interface Design

Navigation Design

Interaction
Design

Information
Architecture

Functional
Specfic...
Concrete

Completion

Visual Design

Interface Design

Navigation Design

Interaction
Design

Information
Architecture

Fu...
WHO WOULD
I NEED?
User Experience Team

User
Researcher
User Experience Team

User
Researcher

Information
Architect
User Experience Team

User
Researcher

Information
Architect

User
Tester
GET TO THE
POINT
“People will forget what
you said, people will forget
what you did, but people
will never forget how you
made them feel.”
...
THANK YOU

@samchatwin
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
User Experience or: how I learned to stop worrying and love the user
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User Experience or: how I learned to stop worrying and love the user

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What User Experience is and why you need it. Its growing importance in a multi-platform, data rich and instant access world. How to position UX with your existing processes. No tech jargon or marketing-eze, just straight talking about how UX can help you and your readers.

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User Experience or: how I learned to stop worrying and love the user

  1. 1. USER EXPERIENCE or: How I Learned to Stop Worrying and Love the User @samchatwin
  2. 2. WHERE WE’RE AT
  3. 3. NOTHINGS CHANGED
  4. 4. BASIC EXPECTATIONS
  5. 5. HIERARCHY OF NEEDS
  6. 6. Self Actualisation Esteem Love / Belonging Safety Physiological
  7. 7. Physiological
  8. 8. Safety Physiological
  9. 9. Love / Belonging Safety Physiological
  10. 10. Esteem Love / Belonging Safety Physiological
  11. 11. Self Actualisation Esteem Love / Belonging Safety Physiological
  12. 12. Self Actualisation Esteem Love / Belonging Safety Physiological
  13. 13. HIERARCHY OF USER’S NEEDS
  14. 14. Pleasurable Usable Reliable Functional
  15. 15. Functional
  16. 16. Reliable Functional
  17. 17. Usable Reliable Functional
  18. 18. Aarron Walter aarronwalter.com Pleasurable Usable Reliable Functional
  19. 19. A DEFINITION
  20. 20. “User experience” encompasses all aspects of the end-user's interaction with the company, its services, and its products. Jakob Nielsen and Don Norman
  21. 21. WHY DOES IT MATTER TO YOU
  22. 22. BRAND TOUCHPOINTS
  23. 23. Business Cards Services Presentations Environments Web Banners Telephone Signage Publications Website(s) Packaging Brand Trade Shows Blogs Voicemails Public Relations Billboards Advertising Social Media Newsletters Vehicles Direct Mail Experiences Products Emails Proposals Exhibits Networking Services Word of Mouth
  24. 24. RETURN ON INVESTMENT
  25. 25. Reduced Costs
  26. 26. Reduced Costs Reduced Issues
  27. 27. Reduced Costs Reduced Issues Increased Productivity
  28. 28. Reduced Costs Increased Use Reduced Issues Increased Productivity
  29. 29. Reduced Costs Increased Use Reduced Issues Increased Sales Increased Productivity
  30. 30. Reduced Costs Increased Use Reduced Issues Increased Sales Increased Productivity Increased Loyalty
  31. 31. Reduced Costs Increased Use Reduced Issues Increased Sales Increased Productivity Increased Loyalty Increased Brand Advocacy
  32. 32. A GOOD USER EXPERIENCE
  33. 33. Good User Experience User Needs Business Needs
  34. 34. HOW CAN YOU DO IT?
  35. 35. A PHILOSOPHY
  36. 36. Concrete Completion Visual Design Interface Design Navigation Design Interaction Design Information Architecture Functional Specfications time Information Design Content Requirements User Needs Site Objectives Abstract www.jjg.net/elements/pdf/elements.pdf Conception
  37. 37. Completion time Concrete User Needs Site Objectives Abstract Conception
  38. 38. Completion time Concrete Functional Specfications Content Requirements User Needs Site Objectives Abstract Conception
  39. 39. Completion Interaction Design Information Architecture Functional Specfications time Concrete Content Requirements User Needs Site Objectives Abstract Conception
  40. 40. Concrete Completion Interface Design Navigation Design Interaction Design Information Architecture Functional Specfications time Information Design Content Requirements User Needs Site Objectives Abstract Conception
  41. 41. Concrete Completion Visual Design Interface Design Navigation Design Interaction Design Information Architecture Functional Specfications time Information Design Content Requirements User Needs Site Objectives Abstract Conception
  42. 42. WHO WOULD I NEED?
  43. 43. User Experience Team User Researcher
  44. 44. User Experience Team User Researcher Information Architect
  45. 45. User Experience Team User Researcher Information Architect User Tester
  46. 46. GET TO THE POINT
  47. 47. “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
  48. 48. THANK YOU @samchatwin

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