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UX 101: Making Great Human Experiences at Pittsburgh PodCamp 9

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Carol Smith provides the tools you need to get started doing User Experience (UX) work right away. She introduces three quick and inexpensive UX research methods that will provide you with rich information about users and designs: interviews; card sorting; and usability testing. You'll learn how this work will influence your design and ways to effectively share and communicate what has been learned to increase stakeholders understandings of customers.

Published in: Technology

UX 101: Making Great Human Experiences at Pittsburgh PodCamp 9

  1. 1. UX 101: Making Great Human Experiences Carol Smith @carologic PodCamp Pittsburgh 9 – November 2014
  2. 2. UPMC | TDC Technology Development Center Leveraging expertise in healthcare, technology and entrepreneurship Model built on partnership with industry and academia Pursuing a “fresh vision” of healthcare IT innovation Founded in 2011, 200+ employees Clinical Decision Support © 2 0 1 4 T E C H N O L O G 2 Y D E V E L O P M E N T C E N T E R
  3. 3. Human-Centered Design Team at UPMC | TDC Design Strategy Looks broadly at new territories, corollary domains, and complex problems to generate the next set of new ideas. User Experience  We Are Hiring! Uses human-centered design principles to design and deliver products for UPMC and beyond. Clinical Decision Support © 2 0 1 4 T E C H N O L O G 3 Y D E V E L O P M E N T C E N T E R
  4. 4. Clinical Decision Support What is UX?
  5. 5. In business to create: engaging; usable; accessible; and relevant experiences Clinical Decision Support
  6. 6. Functional Aspects • Effective • Efficient • Learnable Clinical Decision Support
  7. 7. User’s Perspective • Useful experience • Feel in control and supported • Supplements and enhances skills and expertise • Satisfied  Delighted Clinical Decision Support Photo by Greyerbaby http://pixabay.com/p-49361
  8. 8. Benefits of Good UX • Increased Usefulness • Increased Efficiency ($$$) • Improved Productivity Clinical Decision Support
  9. 9. Clinical Decision Support Design for Everyone is IMPOSSIBLE 9
  10. 10. Clinical Decision Support Who will use it? What they need to do? 10
  11. 11. Which Student? Rick Connie Clinical Decision Support 11 http://www.flickr.com/photos/mrjkbh/ via http://creativecommons.org/licenses/by-nc-nd/2.0/deed.en http://www.flickr.com/photos/caharley72/ (Christopher Alison Photography) via http://creativecommons.org/licenses/by-nc-nd/2.0/
  12. 12. Identify patterns in user behaviors Clinical Decision Support & their needs 12
  13. 13. Clinical Decision Support Constraints…
  14. 14. Interviews Clinical Decision Support
  15. 15. Card Sorting Clinical Decision Support http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/ 15
  16. 16. Usability Testing Clinical Decision Support © 2 0 1 4 T E C H N O L O G 16 Y D E V E L O P M E N T C E N T E R http://creativecommons.org/licenses/by-sa/2.0/ http://www.flickr.com/photos/raphaelquinet/513351385/sizes/l/in/photostream/ http://www.flickr.com/photos/raphaelquinet/
  17. 17. Clinical Decision Support Interviews 17
  18. 18. Interview to Discover/Confirm… • Build on your hypothesis or tear them down: – Tasks – Attitudes and Opinions – Problems – Goals – Experience level and knowledge – Technology Clinical Decision Support 18
  19. 19. Styles of Interviews • Structured – Question 1 – Question 2 – Question 3 • Open-ended • Combination Clinical Decision Support 19
  20. 20. Use Scripts • Memory tool for facilitator • Don’t have to follow • Promote consistency – Questions – Order of questions Clinical Decision Support 20
  21. 21. Questions • Quality of questions correlates to quality of answers: – Open-ended – Unbiased – Don’t lead or make assumptions – Use participant’s words Clinical Decision Support 21
  22. 22. Clinical Decision Support 22 Artifacts! Collect, Copy, Photograph http://www.flickr.com/photos/camknows/ via http://creativecommons.org/licenses/by-nc-sa/2.0/
  23. 23. Clinical Decision Support 23 Find A Partner Tim Morgan IMG_4404 https://www.flickr.com/photos/timothymorgan/2530425949/in/photolist-4RB6tB-4REupG-4RB3v4-4RA55x-4RzuUn-4RzDJX-4RyHuD------ ---------4RBarM-4RATpR-4RH7FA-4RFfoE-4RB9uz-4RAYyx-4RB5sk-4Rzssp-4RyNCn-amURdc-6E3Mzj-619CNm-619CNf-615iz2- 615iyx-615izx-615izc-615iyK-615iyT-4rY9yB-6i6rPf-4rY9NH-Nxqv3-NxqUU-NxTLB-NxqvU-NxTvH-NxqxY-7UuqLy/
  24. 24. Question 1: What is a better question? • Do you regularly book your travel online to save money? Clinical Decision Support 24
  25. 25. Alternates – Question 1 • How often do you travel? – <listen> • What proportion of that do you book online? – <listen> • Why do you book travel online? – <listen> Clinical Decision Support 25
  26. 26. Rationale - Question 1 • Address one issue at a time and avoid double-barreled questions. Clinical Decision Support 26
  27. 27. Question 2: What is a better question? • What are your thoughts about a new feature, that allows you to instant message a travel agent with any questions, as you book your travel? Clinical Decision Support 27
  28. 28. Alternates – Question 2 • Would you like to correspond with a travel agent while you are booking travel? – <listen> • What are some ways that you would like to correspond with a travel agent while you are booking travel? – <listen> Clinical Decision Support 28
  29. 29. Rationale – Question 2 • People are not good at predicting the future. • Can only tell you what they’ve done in the past – you can assume they will repeat – job interviews - behavioral questions Clinical Decision Support 29
  30. 30. Facilitation • Remain passive (body, face) • Don’t confirm or reject answers • Listen for vocalizations • Watch non-verbal gestures – Encourage participant to elaborate • Ask your question and let them talk Clinical Decision Support 30
  31. 31. Clinical Decision Support Silence is Golden Make time to Think 31
  32. 32. Card Sorting Clinical Decision Support http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/ 32
  33. 33. Card Sorting • Maximize probability of users finding content • Explore how people are likely to group items • Identify content likely to be: – Difficult to categorize – Difficult to find – Misunderstood Clinical Decision Support 33 Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp http://www.flickr.com/photos/richtpt via http://creativecommons.org/licenses/by-nc-sa/2.0/
  34. 34. Users organize information Clinical Decision Support © 2 0 1 4 T E C H N O L O G 34 OpYtim D aE lV SE LoOrtP, MOEpNtTim CaElN WT EoRrkshop - http://www.optimalworkshop.com/
  35. 35. Benefits of Card Sorting • Easy and inexpensive • Use to determine: – Order of information – Relationships between info – Labels for navigation – Verify correct audience Clinical Decision Support 35 Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
  36. 36. Clinical Decision Support 36 Open or Closed (Reverse) Sort? ? ? ? Group 1 Group 2 Group 3
  37. 37. Card Basics • One title/subject on each card • Short for quick reading • Detailed enough to understand • Supplement - short description on back • Use printed stickers (handwriting) • Practice session first Clinical Decision Support 37 Preventive Care Guidelines 36
  38. 38. Participants • Representative of users • Minimum of 6 • More participants = more data to analyze • Allow one hour for 50 items • 30 – 100 cards Clinical Decision Support 38
  39. 39. Facilitation/Direction • Shuffle cards • Ask to: – Group items in own way – Talk out loud • Think about: – What expect to be together – When expect to see Clinical Decision Support 39
  40. 40. Issues • Card doesn’t fit: make separate group • Not relevant: tell me • More than one place: tell me and put in best fit • Items not understood – Correct audience? • Items without consensus – Re-name item? – Include in more than one category? Clinical Decision Support 40
  41. 41. Grouping Cards • Ask to – Describe groups and name them – Describe overall rationale for grouping cards – Show best example from groups – What was difficult? What was easy? – Happy with final outcome? Clinical Decision Support 41
  42. 42. Analysis • Codes on cards = faster data analysis • Standardize group names • Look for patterns • Excel Spreadsheet (Donna Spencer) • Online tools - limited analysis Clinical Decision Support 42
  43. 43. Online Tools • Moderated • Un-moderated Clinical Decision Support 43 Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/
  44. 44. Usability Testing Clinical Decision Support © 2 0 1 4 T E C H N O L O G 44 Y D E V E L O P M E N T C E N T E R http://creativecommons.org/licenses/by-sa/2.0/ http://www.flickr.com/photos/raphaelquinet/513351385/sizes/l/in/photostream/ http://www.flickr.com/photos/raphaelquinet/
  45. 45. Usability Testing • Measures users ability to achieve specific goals of effectiveness, efficiency, and satisfaction. • Real users, doing real tasks • Prototypes or live products • Observed, not guided Clinical Decision Support
  46. 46. Can Test… • Websites, mobile apps, blenders, airport service • Simulations or mockups • Early prototypes (paper, low-fi) • Production prototypes (html, hi-fi) • Help documentation • Processes (receipt of materials, purchase) Clinical Decision Support
  47. 47. It is not… • Quality testing • Full accessibility testing • System testing • Acceptance testing Clinical Decision Support
  48. 48. Don’t need a lab, but it is nice • Anywhere • Any Stage • Anytime Participant observed through 2 way mirror and on screens Clinical Decision Support Photo by Roebot at http://www.flickr.com/photos/roebot/2964156413/ http://www.flickr.com/photos/nzdave/491411546/sizes/o/in/photostream/ http://www.flickr.com/photos/nzdave/
  49. 49. Just Do It! • Anywhere (conference room, remotely) • Any Stage (earlier in process the better) • Anytime (un-moderated) • Realistic test environment Clinical Decision Support Photo by Roebot at http://www.flickr.com/photos/roebot/2964156413/
  50. 50. Prototype Testing • Find out if initial designs are helpful • Before money spent on visual design or backend development Clinical Decision Support
  51. 51. Avoid mistakes Clinical Decision Support http://www.flickr.com/photos/dwulff/12256075/sizes/m/in/photostream/ http://www.flickr.com/photos/dwulff/
  52. 52. A/B Testing • Answer questions about: – Layout on homepage – Effectiveness of banners – Choice of wording on call to action Clinical Decision Support ChiChaCha - https://www.flickr.com/photos/chichacha/2471138966/in/photolist-4Lnewf-cRCzz3-4SZUX9-oq3abM-3NqSR-9SfMm-3KAuRV- 8sBf5d-ngpiNe-CSgJ9-5F1ua6-9CrdLg-64eMPL-i2yCSA-68KsUW-68Ksyh-9TbmoU-beqhNT-6fGATS-7kwmFC-9xve19-6wSrga
  53. 53. Current Site/App Testing • When redesign is planned • Identify and clarify existing issues – See drop off on analytics – Why? • Usability heuristics being achieved? – System status available – Recognition, Not Recall Clinical Decision Support
  54. 54. Regular Testing Clinical Decision Support (Yes, this is an old idea; a great one!)
  55. 55. User Testing Day! • Make team aware • Invite everyone – Watch remotely – Recurring meeting invites for stakeholders Clinical Decision Support
  56. 56. “Teams should stretch to get work into that day’s test and use the cadence to drive productivity.” Clinical Decision Support - Jeff Gothelf Jeff Gothelf - http://blog.usabilla.com/5-effective-ways-for-usability-testing-to-play-nice-with-agile/
  57. 57. Tweak, Don’t Redesign • Small iterative changes – Make it better now – Don’t break something else • Take something away – Reduce distractions – Don’t add – question it Clinical Decision Support Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems. By Steve Krug
  58. 58. True Statements • All interfaces have usability problems • Limited resources to fix them • More problems than resources • Less serious problems distract • Intense focus on fixing most serious problems first Clinical Decision Support Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems. By Steve Krug
  59. 59. Goal • Identify top 5 or 10 most serious issues – Top 3 from each list – Prioritize from lists – Commit resources for next sprint – Stop Clinical Decision Support Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems. By Steve Krug
  60. 60. "The biggest waste of all is building something no one wants“ Clinical Decision Support - Eric Ries @ericries Eric Ries @ericries via @MelBugai on Twitter at LeanStartupMI in 2011
  61. 61. Clinical Decision Support Make Useful & Usable Recommendations Quickly
  62. 62. Create Information Clinical Decision Support Radiators 62
  63. 63. UX Wall • Artifacts • Research findings • Competitors • Personas • Sketches Clinical Decision Support 63
  64. 64. Information Radiators Should • Represent research • Facilitate communication and decision-making • Guide decisions about: – Navigation – Features – Design Clinical Decision Support 64
  65. 65. Goals of Sharing • Help the team: – understand user’s point of view – prioritize content and solutions – design for user’s needs and behaviors – identify new opportunities – create new solutions Clinical Decision Support 65
  66. 66. Update Radiators Regularly Clinical Decision Support 66
  67. 67. Recommended Readings Clinical Decision Support 67
  68. 68. Clinical Decision Support Supports people who research, design, and evaluate the user experience of products and services. uxpa.org
  69. 69. Contact Carol Clinical Decision Support slideshare.net/carologic @Carologic in/CarolJSmith Email: smithcj11@upmc.edu
  70. 70. References • Cato, John. User-Centered Web Design. Addison Wesley Longman; 2001. • Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp • Hackos, JoAnn T., PhD and Redish, Janice C. User and Task Analysis for Interface Design. Wiley; 1998. • Henry, S.L. and Martinson, M. Evaluating for Accessibility, Usability Testing in Diverse Situations. Tutorial, 2003 UPA Conference. (Activity) • Krug, Steve. Don't Make Me Think: A Common Sense Approach to Web Usability. • Krug, Steve. Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems • Kuniavsky, Mike. Observing the User Experience: a Practitioner's Guide to User Research. Morgan Kaufmann, 2003. • Mandel, Theo. The Elements of User Interface Design. Wiley; 1997. • Nielsen, Jakob and Robert L. Mack. Usability Inspection Methods. John Wiley & Sons, Inc. 1994. • Powell, Thomas A. The Complete Reference: Web Design. Osborne/McGraw-Hill; 2000. • Redish, Janice (Ginny). Letting Go of the Words: Writing Web Content that Works. • Rubin, Jeffrey and Dana Chisnell. Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests. John Wiley & Sons, Inc. Clinical Decision Support 70

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