Storytelling your way to a better user experience - UPA Boston


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  • WQBy putting stories into this cycle, we’ve done something important… we’ve brought the people back into the process – perhaps explaining why it’s a “human” centered process.
  • KBBefore we dive into UX, I’d like to take a short diversion into a little bit about what we mean by stories. Mention stories are good stuffAnyone here think that you aren’t a very good storyteller?
  • WQ
  • KBDescribe the story triangle.
  • WQJust to give you a preview, let’s look at this diagram a different way.Builds around the circle, explain each one.You can see how the relationships shift, as we move around the phases: the central UX person starts as a listening, then moves into using the stories, sharing the stories and then back to an observer position.
  • Either
  • One of the most importatnt uses of stories are in personas.(Define, if needed – not They are based on dataBut, people are more than just data.Stories let you add context, perspective, and details.
  • WQ
  • WQ – Get AUDIENCE INPUT – then show all Each of these suggests a different technology solution.How to evaluate?Tell a story. Think about different stories that explores these or other solutions(Can a story make problems in the idea self-evident?)This can be an exercise in a longer workshop
  • Storytelling your way to a better user experience - UPA Boston

    1. 1. Storytelling YourWay to a BetterUser Experience<br />Whitney Quesenbery<br />Kevin Brooks<br />UPA Boston<br />June 2010<br />
    2. 2. Introductions<br />Researcher in new UI technologies<br />Performance storyteller<br />Storytelling as a pivotal part of the creation, performance, and design process.<br />User researcher<br />Theatre designer<br />Storytelling as a way to understand user, culture, and context in UX design<br />
    3. 3. Storytelling is already part of UX<br />Understand<br />Success?<br />Specify<br />Evaluate<br />Design<br />
    4. 4. Success?<br />Storytelling is already part of UX<br />Understand<br />Specify<br />Evaluate<br />Design<br />
    5. 5. Storytelling is already part of UX…We just don’t call them stories<br />Userresearch<br />Analysis<br />Field studies<br />Card sorting<br />Site visits<br />Cluster sorting<br />Content analysis<br />Evaluation<br />Design<br />Usability Testing<br />Scenarios<br />Wireframes<br />Prototype walk-through<br />Log Analysis<br />
    6. 6. Storytelling is already part of UX…We just don’t call them stories<br />You can use stories to enhance the usability work you are already doing.and<br />You can use stories to help you start bringing people into the center of the process.<br />
    7. 7. We all tell stories<br />
    8. 8. Listening Exercise<br />Work in pairs - with someone you don’t know<br />1 minutes to speak - then switch<br />Speaker’s job - speak about something relatively comfortable<br />Listener’s job - just listen. Don’t have to talk, interrupt or fill silences.<br />Talk aboutthe time on your way here thatyou were the most bored.<br />
    9. 9. “Story” is not just a fancy word for broadcasting information<br />Stories start with listening.<br />
    10. 10. A story is shared by everyone who hears it<br />First the storyteller shapes the story<br />As they listen, the audience members form an image of the story in their own minds.<br />
    11. 11. A story is shared by everyone who hears it<br />The storyteller and the audience each affects the other and shapes the story they create.<br />The most important relationship is between the audience and the story.<br />The audience is a part of the story each time it is told.<br />
    12. 12. A story is shared by everyone who hears it…but heard by each person in their own way<br />
    13. 13. The relationships around a story are called the Story Triangle<br />
    14. 14. Relationships shift as you movefrom story listener to story teller<br />
    15. 15. We’re going to talk about<br />Collecting stories<br />Personas and their stories<br />Stories for testing<br />
    16. 16. Collecting stories<br />
    17. 17. While you are listening,turn on your juicy story filter<br />You are looking for stories that….<br />You hear from more than one source.<br />Have a lot of action detail. <br />Have details that illuminate user data<br />Surprise or contradict common beliefs<br />And are clear, simple, and compelling. <br />
    18. 18. Structure the discussion to encourage stories<br />“Have you ever [done something]?” <br />“How often do you [do that thing]?”<br />“What makes you decide to [do that thing]?”<br />“Where do you [do that thing]?” <br />“When was the last time you [did that thing]?” <br />“Tell me about that.” <br />
    19. 19. Look for patterns in the stories,just like any other user research data<br />
    20. 20. These story fragments might grow into a story<br />“When I’m waiting for a bus, I wish I had a way to know when it will arrive.”<br />“I love seeing lots of people on the metro platform. It usually means a train will arrive soon.”<br />“When the bus stop isn’t well marked, I always worry whether I’m in the right place.”<br />“If I’m running late, I can drive if I’m going to miss the train.”<br />
    21. 21. Personas stories<br />
    22. 22. Data  Persona<br />Aged 30-45Well educated45% married with childrenOver half use the web 3-5 times a week65% use search engines<br />Elizabeth, 32 years old<br />Married to Joe, has a 5-year old son, Justin<br />Attended State College, and manages her class alumni site<br />Uses Google as her home page, and reads CNN online<br />Used the web to find the name of a local official<br />
    23. 23. Stories for your personas let you explore situations and ideas<br />The persona as a character provides perspective<br />The relationships create the context<br />The imagery suggests emotional connections<br />The language can suggest the voice of the persona <br />
    24. 24. There is nothing more frustrating than waiting for the bus in the snow when you’re already running late for work. <br />Sandra didn’t like snow much anyway, but she liked standing at her bus stop even less. <br />Had she missed it? Was it even running with all this snow?<br />She ran over her options in her mind. None of them were going to get her to work on time.<br />
    25. 25. What design ideas does the story suggest?<br />Put bus schedules on the web with real-time updates<br />Send a text message and get a message back with the ETA for the next bus<br />Signs at the bus stop saying how long until the next one<br />Service alerts with emails about problems <br />And stories help you explore ideas in context!<br />
    26. 26.
    27. 27. Evaluating with stories<br />
    28. 28. Stories can be used to create scenarios for usability testing<br />They create a realistic context because they are based on real stories.<br />They give you a range of stories and perspectives to draw on.<br />
    29. 29. You commute to work on a suburban bus line. You have a meeting in the morning, and don’t want to be late.<br />But, as you eat breakfast you see that snow is piling up on the road. <br />Find out if your bus is running on time this morning.<br />Transforming a story to a test task<br />Turn the story to set up the situtation, then let the participant “finish the story” as the test task.<br />
    30. 30. Stories can make your usability work more effective<br />
    31. 31. Storytelling for User Experience:Crafting stories for better design<br />Whitney Quesenbery & Kevin<br />Blog and book<br />Ilustrations available under Creative Commons<br />