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Rapid Prototyping and Usability Testing - HUXPA

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Why don't people adopt the changes we design to benefit them? It is a function of 1) Team bias towards believing they know what end users will want, and; 2) An environment that requires teams to “protect” themselves by showing constant short-term progress. Collecting and utilizing early unbiased feedback will help you balance the effort vs. value equation for your users / customers, leading to quicker uptake.

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Rapid Prototyping and Usability Testing - HUXPA

  1. 1. Rapid Prototyping and Usability Testing Houston UXPA October 2016
  2. 2. © Pariveda Solutions. Confidential & Proprietary.2 Our Clients Pariveda solves the complex problems of clients ranging from Fortune 100 to Global 2000 to startup companies and spanning multiple industries. Clients partner with us for our high-caliber combination of technology and business problem-solving experts, our high-quality delivery consistency and our focus on building lifetime relationships. We have served over 400 clients since inception and currently have projects with approximately 225 of those clients. Key Details Our Locations Pariveda Solutions Inc. is a leading management consulting firm delivering strategic services and technology solutions. Our focus is simple. Start with the right people, deliver consistent value and partner enthusiastically with our clients. We grow and deploy talented people to solve technical and strategic challenges. We are passionate about delivering exceptional value to our clients. Our SolutionsPariveda Overview Strategy Mobility Cloud Data Portals & Collaboration CRM Custom Software Enterprise Integration User Experience
  3. 3. Why don’t people adopt the changes we design to benefit them? What will help us match our vision to user needs? How can I collect early unbiased feedback on my project?
  4. 4. PROBLEM: Why don’t people adopt the changes we design to benefit them?
  5. 5. © Pariveda Solutions. Confidential & Proprietary.5 1st Why • People don’t adopt a change when they feel the effort to do so is greater than the value they will get from it (EFFORT > VALUE) • Team didn’t fully understand the needs and pain points they were trying to solve • Main benefit wasn’t aimed at users most impacted Change agents don’t match the vision to user needs
  6. 6. © Pariveda Solutions. Confidential & Proprietary.6 2nd Why • Validation of value proposition needs to occur with the people actually impacted, not HiPPOs • Feedback must be received before the course is completely set They don’t get quality feedback early enough, or from the right people
  7. 7. © Pariveda Solutions. Confidential & Proprietary.7 3rd Why • Similar alternatives: • They are not used to putting ideas in front of end-users • It may be difficult to communicate with the right people for some reason • All boil down to not prioritizing this validation They feel confident in their solution, or don’t realize their biases are causing them to miss important flaws
  8. 8. © Pariveda Solutions. Confidential & Proprietary.8 4th Why • Collecting feedback requires pausing measurable progress • In justifying the pause to direct managers/leaders they have to admit there are unknowns • Matching to user expectations can be messy They feel uncomfortable acknowledging that they don’t have all of the answers, or don’t want to be proven wrong
  9. 9. © Pariveda Solutions. Confidential & Proprietary.9 5th Why • In a “fixed-mindset” environment participants feel required to protect themselves, the risk of losing face outweighs the benefit of open collaboration, especially when they feel they are on the right track • Teams optimize process for showing progress towards short term milestones, not necessarily for gaining understanding that will lead to the ultimate success of the effort They feel pressure to produce contributions and/or to demonstrate expertise
  10. 10. © Pariveda Solutions. Confidential & Proprietary.10 When users fail to adopt, it is a function of 1. Team bias towards believing they know what end users will want 2. An environment that requires teams to “protect” themselves by showing constant short-term progress As much as or more so than it being a reflection of design skills or other factors. So what does this mean?
  11. 11. © Pariveda Solutions. Confidential & Proprietary.11 What will help us match our vision to User Needs? F E E D B A C K U N B I A S E D E A R LY
  12. 12. © Pariveda Solutions. Confidential & Proprietary.12 Before Building learn what will work • Challenge ideas while they are still malleable • Start as soon as you can get something tangible in front of people • An early start allows time to adjust, lowers re-work EARLY
  13. 13. © Pariveda Solutions. Confidential & Proprietary.13 Unbiased Users reveal Unknown/Unmet • Vision familiarity blinds you to flaws that slow adoption • Engage with the people who will be actually impacted • Customers feel invested, become champions of the new state UNBIASED
  14. 14. © Pariveda Solutions. Confidential & Proprietary.14 Confirmation Bias  Choice supportive Bias  Congruence Bias  Bandwagon Effect Blind Spots  Availability Heuristic  Ostrich Effect  Observer- Expectancy Effect Curse of Knowledge  IKEA Effect  Mere Exposure Effect  Empathy Gap Cognitive biases prevent us from understanding the effort vs. value equation for end users Graphic source: http://blog.elation.com/coaching-blog/cognitive-biases-in-leadership
  15. 15. © Pariveda Solutions. Confidential & Proprietary.15 Test Ideas to find the best • Build loops that feed back meaningful information • Uncover what is confusing and what people don’t need • Demonstrate progress with experimental validation FEEDBACK
  16. 16. © Pariveda Solutions. Confidential & Proprietary.16 How can I collect F E E D B A C K U N B I A S E D E A R LY on my project?
  17. 17. © Pariveda Solutions. Confidential & Proprietary.17  Strategic Process Improvements  Product Development (Google Design Sprint)  Organization Design  Personal/Career Development (Deliberate Practice)  Business Intelligence  Software Development Early Unbiased Feedback is a mindset that applies in many project situations
  18. 18. © Pariveda Solutions. Confidential & Proprietary.18 User experience design is the process of involving users throughout the project Discover 1) Product Vision 2) Contextual Inquiries 3) User Stories 4) Personas Design Develop 5) Process Flows 6) Sitemap/IA 7) Wireframes 8) Style guide 9) Prototype 10) User Testing 11) Review 12) Approval ITERATE
  19. 19. © Pariveda Solutions. Confidential & Proprietary.19 Adjust your process to fit the use case and your client’s reality Adjust Depending on the project you might seek feedback every 2 weeks, or after defined project milestones Schedule Start from the artifacts created to cement internal team understanding or for business stakeholders Artifacts Whenever you create wireframes/prototypes, you should get them in front of real people Test Start early and repeat as frequently as you can create something tangible
  20. 20. © Pariveda Solutions. Confidential & Proprietary.20  Graph paper wireframes are easy to create and can be tested for feedback  Have testers walk through 10-15 “tasks” and see what they are able to complete  Tasks should be high level, such as “Check the status of your order” NOT “Click the start button”  Have a proctor act as “the computer” moving them between screens and explaining what happened  Sample usability testing template: https://parivedasolutions.box.com/v/u sability-testing-template  Have the tester talk out loud, and ask questions to create a dialog  Follow up with standard UX survey, such as the SUS With Paper Wireframes
  21. 21. © Pariveda Solutions. Confidential & Proprietary.21 A few sessions of feedback will help you confirm:  Layout  Navigation  Terminology  Discoverability  Learnability  Functionality User testing is invaluable for evaluating if app features meet users’ needs
  22. 22. © Pariveda Solutions. Confidential & Proprietary.22 Usability Test + System Usability Scale
  23. 23. © Pariveda Solutions. Confidential & Proprietary.23  The System Usability Scale is not diagnostic and will not tell you what specific problems you face, but it will give you a red or green light to know how badly your usability needs work.  The average System Usability Scale score is 68. If your score is under 68, then there are probably serious problems with your website usability which you should address. If your score is above 68, then you can relax a little bit.  Here’s an overview of how your scores should measure:  80.3 or higher is an A. People love your site and will recommend it to their friends  68 or thereabouts gets you a C. You’re doing OK but could improve  51 or under gets you a big fat F. Make usability your priority now and fix this fast. Scoring the SUS http://uxpajournal.org/wp-content/uploads/pdf/JUS_Brooke_February_2013.pdf
  24. 24. © Pariveda Solutions. Confidential & Proprietary.24 SUS Scoring Example Question User 1 User 2 User 3 User 4 User 5 User 6 User 7 User 8 User 9 User 10 User 11 User 12 User 13 User 14 User 15 User 16 User 17 1. I think that I would like to use the app frequently. 5 4 5 5 5 4 5 5 4 5 4 4 5 5 5 4 5 2. I found the app unnecessarily complex. 1 3 2 1 5 2 2 2 2 2 2 3 2 2 1 2 1 3. I thought the app was easy to use. 5 3 4 4 5 4 5 4 4 5 4 3 4 4 5 4 4 4. I think that I would need the support of a technical person to be able to use the app. 2 4 1 1 1 2 2 2 1 1 2 2 2 2 1 1 2 5. I found the various functions in the app were well integrated. 5 4 5 4 4 4 5 4 5 4 4 4 4 5 5 5 5 6. I thought there was too much inconsistency in the app. 1 3 1 1 2 2 2 3 2 2 2 3 3 2 1 2 2 7. I would imagine that most people would learn to use the app very quickly. 5 3 5 5 3 5 5 3 5 4 4 4 4 4 4 3 3 8. I found the app very cumbersome to use. 2 3 4 2 2 2 2 2 2 1 2 3 2 2 2 3 2 9. I felt very confident using the app. 1 3 4 4 3 4 5 3 4 5 3 3 3 4 4 4 4 10. I needed to learn a lot of things before I could get going with the app. 2 4 1 2 1 2 2 2 2 1 2 2 1 2 2 1 1 SUS score 82.5 50 85 87.5 72.5 77.5 87.5 70 82.5 90 72.5 62.5 75 80 90 77.5 82.5 Cumulative Score: 78 Letter Grade: B Sample Size: 17 COMMENTS: User 2 (SUS Score 50): I thought the system was generally easy to use but there was some difficulty finding certain issues in the sytem. I think its getting comfortable with this system and figuring out what needs to be done wil make thing User 3 (SUS Score 85): After getting used to the new interface it was easier to navigate. After using both workfront and salesforce the programe integrated both program strengths User 4 (SUS Score 87.5): I think once we get started on this program we are all really going to like it. It's easy to navigate and having everything all in one place will make our process run much smoother! User 5 (SUS Score 72.5): I believe the system was extremely easy to use once getting used to it. The only thing I did not see was where the project goes after you are complete with your task. For anyone new they will not see the process User 8 (SUS Score 70): It would be nice to have multiple windows open if needed. User 8 (SUS Score 70): I usually have my tasks always open, and then 1 or 2 jobs I'm working on. User 8 (SUS Score 70): When searching for issues, or projects that have issues, I find it helpful to sort issues by the type or name. Its easy to get in a groove when there s many of 1 or 2 types of issues User 9 (SUS Score 82.5): Only because it was the first time ever seeing the program with short training. I think everyone would pick it up quickly once you knew where to click. It was very intuitive User 9 (SUS Score 82.5): Having a general "overview" chat section would be easier to see all updates vs. having "task" chats User 11 (SUS Score 72.5): With consistent use I would feel comfortable using the software User 16 (SUS Score 77.5): Need Tiers for payment (winback)
  25. 25. © Pariveda Solutions. Confidential & Proprietary.25  Can use same testing procedure as with paper wireframes  Many UX prototyping tools available (Axure, Invision, Balsamiq, etc)  If you have a target technology platform / development team identified, we have found it works best to simply wire together front end screens  Just as quick  More true to life  Better mold for developers to follow  Example: http://derrickbowen.com/fsm- mockup/ With a Clickable Prototype
  26. 26. © Pariveda Solutions. Confidential & Proprietary.26 During End User Testing pre and post Go-Live  Include as part of standard “User Acceptance Testing” process  Can use same testing procedure as with paper wireframes & prototypes  SUS score provides a standard benchmark to gauge user satisfaction over project life  Creates “user champions” who have been engaged in the project creation process and help lead adoption
  27. 27. © Pariveda Solutions. Confidential & Proprietary.27 To be successful with Early Unbiased Feedback Make it • Easy • Inexpensive • Fast • Part of the process
  28. 28. Questions? Summary: Early Unbiased Feedback will help you balance the effort vs. value equation for your users, leading to quicker adoption
  29. 29. © Pariveda Solutions. Confidential & Proprietary.29 References  Practical Guide to Controlled Experiments on the Web: Listen to Your Customers not to the HiPPO, KDD 2007 (http://www.exp- platform.com/Pages/hippo.aspx)  Google Design Sprint: http://www.gv.com/sprint/  https://journal.mozestudio.com/why-we-kick-off-any-new-project-with-a- design-sprint-5b7177f432b5#.nudz75s7i  http://blog.elation.com/coaching-blog/cognitive-biases-in-leadership  http://businessinsider.tumblr.com/post/127644847018/20-cognitive-biases- that-screw-up-your-decisions  https://www.fastcompany.com/3048751/the-future-of-work/happy- employees-are-12-more-productive-at-work  https://jamesbirchler.com/2016/10/06/lean-startup-practices-write- hypotheses-you-can-learn-from/  http://uxpamagazine.org/sustified/  http://uxpajournal.org/wp- content/uploads/pdf/JUS_Brooke_February_2013.pdf

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