User Experience Masterclass 101 with Mark Swaine


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User Experience Masterclass 101 with Mark Swaine

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User Experience Masterclass 101 with Mark Swaine

  1. 1. User Experience Week – Round Up Notes 2013 Mark Swaine (UX Nerd) Twitter: @UX_UI_Guy Email: Web:
  2. 2. What is User Experience? “User experience design as a discipline is concerned with all the elements that together make up that interface, including layout, visual design, text, brand, sound and interaction. It works to coordinate these elements to allow for the best possible interaction by users.” Don Norman
  3. 3. What is User Experience? “A poor user experience can lead to feelings of confusion, frustration and even anger. Naturally people will associate such emotions with the product or service that left them feeling that way and that will influence their lasting impression. ” Don Norman
  4. 4. What is User Experience? “Users will never forget how you made them feel.” Maya Angelou
  5. 5. Speed – Can you keep up? Speed of industry User fatigue Context Emphasis on UX Apocalypse of devices Were only getting started Up skill
  6. 6. Keep Up Encourage side projects for staff Encourage personal projects, whatever staff members love doing, get them building… Set a task every month for them to build something new Organize hackathons Educate, educate, educate, educate…
  7. 7. Wearable's Geo location More human Daily lifestyles Sound Users expectations Invisible ux
  8. 8. Know Thy User Main users are ‘experienced’, ‘expert’, ‘novice’, ‘power users’ or mainstream users… The more fluid and responsive the the user experience is, the more emotionally invested the user will become Keep interactions natural Ask only for limited input from users (give back reward) Hide technology from the user Exceed users lowest common expectations (If a user touches a wrong touch point – give them something back)
  9. 9. Know Thy User Users are not stupid – design for the lowest common denominator of educated users Be concise – do each element of the experience better than anyone has ever done it before Create emotional connections to brands Create and leave the user with take away narrative after using the app or website.
  10. 10. Know Thy User Build healthy long term relationships with your users Your app should know it’s mainstream users (users can ask why doesn’t my brand / app know me?) Build users trust in steps incrementally and look for soft commitments along the way To many input forms, stop exhausting users Users want novelty
  11. 11. Stakeholders Why is the product being made? Who is it being made for? Who are the affected stakeholders? What are the stakeholders goals for the project? How does it fit in with the wider business objectives? Who are the competitors? How is success going to be measured?
  12. 12. Rapid Prototyping Pop App Cooker Easel Just In Mind Axure UXPin Omnigraffle Briefs (works in xCode environment)
  13. 13. Rapid Prototyping Livewires Blueprint Fluid Balsmiq Divshot Mockability Moqups
  14. 14. Participatory Sketching
  15. 15. Test & Iterate Quickly “You can achieve a big vision – but in small increments. It requires a commitment to iteration.” Eric Ries
  16. 16. User Research Contextual research Competitor Analysis In-depth interviews Visual Style Social analytics Focus Groups Online interviews Existing Users Analytics / tracking On Location Street interviews Third Party Studies Usability Review Card Sorting
  17. 17. Creating Personas User Background: Age range, native language, physical and or cognitive limitations Experience: How familiar are your users with similar systems? Will they need to learn? Behavior: What motivates users. Do they share any behavioral traits? Desires and Concerns: What do they want to achieve, what concerns do they have?
  18. 18. Psychology How it feels to use is the ultimate measure of whether if something is simple or not Designers must try to predict how how a user will interact with their design. We can achieve this through a mixture of gut feeling and experience A good understanding of the interplay between mental models and interfaces Humans are complicated Creating a strong emotional effective design can have dramatic results: 2 Advanced: Porsche 911 Microsite:
  19. 19. Psychology Use the famous 5 second test: - Gives the user 5 seconds to identify the key focus of any page of your app or website Providing a delightful or exciting experience can extend the life and success of your product Good usability prevents feelings of annoyance Users view a page of your product to gather information and process it before making a decision – (typical human behavior – avoid and cause less thinking per page) Decrease cognitive load as much as possible, (Drop out rates relate to over thinking and understanding of a page – to much cognitive load)
  20. 20. Psychology A successful app or website will match the users mental model of how they perceive it should work Our digital products, wearable's, site and apps should really behave like we do to create absolute association Humans build there own mental models of what they know already – we should put ourselves in the shoes of the user and predict what they know and will do with our product.
  21. 21. Psychology Recent Case Study Socking Behavior Better Examples:
  22. 22. Angry User Experience The Login Page – it’s still a problem… Users use a login form up to 15 times a day 82% of users on Yahoo forget their username and password Login details are the No.1 helpdesk issue for online assistance – up to 90% Mobile Login Masking username & password on login fields – (show detail – takes too much time for user looking up and down from keyboard Get rid of auto capitalization, turn off autocorrect, avoid errors after hitting submit - give errors beforehand…
  23. 23. Angry User Experience Culprit – LinkedIn When you try to link in with a user on mobile it takes you to a browser to login with no help if you forget your username or password…. Users just don’t bother….
  24. 24. Simplicity Simplicity is an experience, it is extreme usability How it feels to use is the ultimate measure of whether if something is simple or not Focus on the details such as, making it better, focus on user goals and added value like micro interactions Stop allowing people to feel stupid when they make mistakes using your product, its not their fault Stop slowing the user down, making them think, fill out forms, pointing / tapping, homing, assessing, keying data and waiting for system responses…
  25. 25. Simplicity Rules for remove – features that add steps unneeded for fine control multiple ways of doing the same thing, features that are responsible for a lot of users, unnecessary options and preferences, visual clutter, details and distract Organize content right – what are the patterns of what years already expect in their head from daily usage and life understanding the patterns in people heads If its color coded, then uses will have to learn that – too much work for users Don’t force users to learn more than they have to
  26. 26. Best Practice Summary Make it feel snappier – always go back to engineering Fewer m points – mental assessing Reduce chances for users to make mistakes Stop making people passengers and more partners of the user experience Stop commanding users what to do Reduce everything thoughtfully
  27. 27. Onboarding Onboarding for apps & websites…. Customer / enterprise level apps: Help users learn how to use the app on first time launch Use – on boarding design approaches, such as, on board screens, ‘Coach Marks’…
  28. 28. Books Jakob Nielsen Mobile Usability Jeff Gothelf Lean UX Leah Buley User Experience of One Jesse James Garrett The Elements of User Experience
  29. 29. Books Luke Wroblewski Web Form Design Dan Saffer Microinteractions
  30. 30. People to Follow Jared Spool, User Interface Engineering: Luke Wroblewski: Jesse James Garrett: Dan Saffer:
  31. 31. Focus On Outcomes Not Deliverables Real people use your products and services, real people with different wants, needs, abilities, environments and a million other possible variables that need to be factored in… “Businesses cannot treat their customers as passive consumers any longer, every company is in the user experience business” “If you take the time to understand how people think, then design solutions around their true needs and behavior – your design will be far more likely to perform better with them.”
  32. 32. Contact Twitter: @UX_UI_Guy Email: Web: