Guerrilla Usability: Insight on a Shoestring

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Presented at Iowa Code Camp, May 2010: Iterative and Agile development mean shorter cycles and a desperate need for quick feedback. Luckily, improving the user experience of your software doesn’t require days in a lab. This session will present more than twenty-five tools and techniques for gaining insight into your users’ minds and actions.

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Guerrilla Usability: Insight on a Shoestring

  1. 1. guerrilla usability insight on a shoestring David Sturtz david@davidsturtz.com twitter: @sturtz
  2. 2. Hi, I’m David. Product Manager, Geonetric Information Architect / UX Designer Certified Scrum Master
  3. 3. Exceptional products require exceptional Usability
  4. 4. Usability The effectiveness, efficiency and satisfaction with which specified users achieve specified goals in particular environments. ISO 9241
  5. 5. Defining Usability The effectiveness, efficiency and satisfaction with which specified users achieve specified goals in particular environments. ISO 9241
  6. 6. Measuring Usability The e fectiveness, e ficiency and satisfaction with which specified users achieve specified goals in particular environments. ISO 9241
  7. 7. Usability is not about what people think they will do or will feel…
  8. 8. Usability is about what people actually do, and their satisfaction with the result.
  9. 9. Usability is created and evaluated through observation, conversation, & collaboration.
  10. 10. By minimizing process…
  11. 11. guerrilla usability embraces agility.
  12. 12. Be agile Individuals & interactions Working software Customer collaboration Responding to change
  13. 13. Be a guerrilla Individuals & interactions Principles over processes Working software Output must be input Customer collaboration Pull together Responding to change Keep it small, but aggregate
  14. 14. understand + observe INTERVIEWS + ETHNOGRAPHY What is it? Tools An open-ended conversation Telephone Skype / Video Chat with users about your area of Web conferencing/screen interest. sharing applications Digital photos Blogs, notebooks, diaries Why do it? The best bang-for-your-buck as Allow these conversations to snowball using a finity a first step in getting to know diagramming and mental models. your users. Pay attention to tasks and goals.
  15. 15. understand + observe PARTICIPATORY DESIGN What is it? Tools A tangible representation of a Paper, scissors, glue YUI Design Stencils system Other images Why do it? Fun for everyone. Allows participants to express needs in a different format. We’re not interested in the actual prototypes as much as the conversations about the reasons behind them.
  16. 16. understand + observe PARTICIPATORY DESIGN
  17. 17. understand + observe PARTICIPATORY DESIGN
  18. 18. understand + observe CARD SORTING What is it? Tools Participants organize items Index cards (!) UX Sort into groups. OptimalSort UserZoom WebSort Why do it? Develop or test categorization Pay attention to the interesting and labeling; understand di ferences in how various people label and group items. What mental models. things are on the fringes?
  19. 19. understand + observe CARD SORTING An open card sort. Spencer, Donna. Card Sorting: Designing Usable Categories. 2009. New York: Rosenfeld Media. www.rosenfeldmedia.com/books/cardsorting/
  20. 20. understand + observe CARD SORTING
  21. 21. understand + observe MENTAL MODELS What is it? Tools Paper Represents a thorough Visio understanding of user needs, Excel activities, and mental states. PowerPoint Omnigraffle Adobe Illustrator Why do it? Ensures alignment of product features with user needs.
  22. 22. understand + observe MENTAL MODELS Slot “Theaters Near Me” under “Choose Easy Theater” as its primary location. Young, Indi. 2008. Mental Models: Aligning Design Strategy with Human Behavior. New York: Rosenfeld Media. www.rosenfeldmedia.com/books/mental-models/
  23. 23. visualize USER FLOWS What is it? Tools A representation of the various Paper Visio paths a user may take through Omnigraffle the system. Axure RP Why do it? Refining ideas, preparing for storyboarding, prototyping, or cognitive walkthroughs.
  24. 24. visualize STORYBOARDS / COMICS What is it? Tools A scene-by-scene visual Paper designcomics.org depiction of a user’s interaction with a system. Why do it? Many of the unmoderated testing Provides a useful artifact for tools mentioned could be used to share and gather limited feedback user and stakeholder feedback. on storyboards. Faster and less complex than a full interactive prototype.
  25. 25. visualize STORYBOARDS / COMICS
  26. 26. visualize STORYBOARDS / COMICS Kevin Cheng, http://kevnull.com/creating-concepts-through-comics
  27. 27. visualize STORYBOARDS / COMICS http://www.google.com/googlebooks/chrome
  28. 28. visualize PROTOTYPING What is it? Tools A tangible representation of a Paper HTML/CSS/JavaScript system Visio PowerPoint Omnigraffle Why do it? Balsamiq Mockups Exploration, idea generation, Axure RP and sharing. To create an Mockflow artifact for use in other testing. Mockingbird Microsoft Sketchflow Flash
  29. 29. visualize PROTOTYPING: SKETCHBOARDS
  30. 30. visualize PROTOTYPING Balsamiq Mockups
  31. 31. visualize PROTOTYPING Axure RP
  32. 32. evaluate HEURISTIC EVALUATION What is it? Reviewing a system against a set of guidelines or usability principles. http://usability.gov/guidelines/guidelines_book.pdf Why do it? Metrics Quick results, no user (Potential) Errors (Potential) Efficiency recruitment necessary
  33. 33. evaluate COGNITIVE WALKTHROUGH What is it? Tools After a task analysis, a group of designers and developers step through the software asking questions at each step. Metrics Why do it? (Potential) Errors (Potential) Efficiency Quick results, no user recruitment necessary, can do at virtually any phase.
  34. 34. evaluate ANALYTICS What is it? Tools Reporting on data collected Google Analytics Omniture about user’s actions in the Webtrends system. Pinch Media custom data/reporting Why do it? Metrics Relatively easy way to identify Completion Errors possible issues for further (Bounces, Abandonment, investigation. Exits, etc.)
  35. 35. evaluate ANALYTICS
  36. 36. evaluate CLICK TRACKING + HEATMAPS What is it? Tools A visualization of the user’s ClickTale Clixpy actions in a system. CrazyEgg (smt) Simple Mouse Tracking Why do it? Relatively easy way to identify Metrics possible issues for further Completion Errors investigation. Able to collect large number of actual users.
  37. 37. evaluate CLICK TRACKING
  38. 38. evaluate HEATMAPS
  39. 39. evaluate HEATMAPS
  40. 40. evaluate REMOTE EVALUATION What is it? Tools A task-based usability test Uservue Silverback where the moderator and WebEx / GoToMeeting participant are not in the same Vyew / Dim Dim / etc. room. Metrics Why do it? Completion Time on Task Easier recruiting or scheduling, Errors contextual or geographic Satisfaction reasons.
  41. 41. evaluate UNMODERATED EVALUATION What is it? Tools A task-based usability test Loop 11 OpenHallway ‘moderated’ by an automated UserTesting.com system with no participation by Feedback Army a human moderator. Chalkmark Metrics Why do it? Completion Time on Task Easier scheduling, less time Errors commitment. Satisfaction
  42. 42. evaluate SURVEYS What is it? Tools A tangible representation of a 4Q SurveyMonkey system Google Forms/Spreadsheets Wufoo / Formstack / etc. HaveASec (iphone) Why do it? Exploration, idea generation, Metrics sharing, artifact creation Completion Satisfaction
  43. 43. evaluate SURVEYS
  44. 44. Usability is not about what people think they will do or will feel…
  45. 45. Usability is about what people actually do, and their satisfaction with the result.
  46. 46. Usability is created and evaluated through observation, conversation, & collaboration.
  47. 47. Recommended… `
  48. 48. guerrilla usability insight on a shoestring David Sturtz david@davidsturtz.com twitter: @sturtz
  49. 49. Photo Credits tv on the radio:halfway home by visualpanic Cascade by vandelizer http://www.flickr.com/photos/visualpanic/3551386206 http://www.flickr.com/photos/ jeremy_vandel/208714007/ Da lang! by eriwst coin laundry 1 by isaacbowen http://www.flickr.com/photos/eriwst/2516588547/ http://www.flickr.com/photos/isaacbowen/ 2830976681/ untitled by dev null tool rack by L. Marie http://www.flickr.com/photos/devnull/3516167296 http://www.flickr.com/photos/lenore-m/ 2515800654/ untitled by dev null http://www.flickr.com/photos/devnull/3516200322/ Twitter 365 Project - Day 35 by rich115 http://www.flickr.com/photos/richardgiles/ 3252590483

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