Mapping the Omnichannel Customer Journey: How to Engage People in a Mobile Fi...
User Experience Research and Design for Enterprise Mobiles.pptx
1.
2. Designing the Best
User Experience for
Mobile Apps
Helping You Create Better Apps
By:
Paula Desmond (Lead User Researcher)
Dhwani Soni (Lead User Experience Designer)
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Agenda
What is User Experience?
Research & Design Process
Android for Work Case Study
Summary
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““User Experience” encompasses all aspects of the end
user’s interaction with the company, its services, and
its products.
-Jacob Nielsen and Don Norman
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Follow the process
QUESTIONING DOING LISTENING
Who is this person? How do I make it work better? Think, create, iterate, build, iterate more Get feedback
Methodology from Stanford D.School
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Who are they?
Meet Dave, IT Director
“I’m the person who oversees if everything is up and running.”
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What does Dave care
about?
What are Dave’s
Responsibilities?
“I want an at-a-glance dashboard
of my environment.”
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“How might we ensure that
users don’t abandon the
registration process mid way?
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“How might we ensure that users
find the registration flow quick
and easy to complete?
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“How might we achieve a strong
consumer grade experience for
enterprise company app users?
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Listen to Your Users
“I would love an app on
my phone that would
give me up-to-date
contact info for my
team. That would be
really valuable.”
“I want an easy
onboarding experience
with just a few clicks so I
can quickly access my
email, calendar, and
work apps.”
Love…….
Valuable…..
Easy……
Quick access….
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Who are we designing for?
Meet Maria!
She’s an Operations Team Manager, Kaiser Permanente.
“I manage a team of 35 people
and I’m mostly traveling. I send
email from my phone
constantly. I view calendar
invites and accept invites from
my phone and read documents
on my tablet.”
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Back to Problem Statements
“ • How might we ensure that users don’t abandon the registration process mid
way?
• How might we ensure that users feel safe and comfortable, and find the
registration flow quick and easy to complete?
• How might we have a strong consumer grade experience for users in an
enterprise company app?
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Feature Graphic
Branding colors, personalization, creating
a story about the brand.
Engaging users to
create a brand
Friendly registration
Adding feature graphics and
username syntax to guide the
user subtly.
User-friendly talk
Speak their language.
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Walkthrough screens
More images, less text.
Value propositions
Creating the product branding.
Letting users know what this app is about
and why is it good for them.
What is this app?
Is it good for me?
My company wants access to my device.
What about my privacy?
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CONCEPTS ONLY
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Don’t worry, we’ll guide you
Letting users know the process beforehand,
and guiding them through it. No surprises.
User Assistance
It’s a [quick] process •
Letting them know that it has 4 steps
and what those steps are.
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CONCEPTS ONLY
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Graphics Rule!
Fewer words, bigger impact
Using graphics to get the point across.
Use existing guidelines and resources.
A little goes a long way.
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Splash screen Confirmation In the AppWalkthrough
Current shipped version
New designed version
Registration
Let’s Review
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CONCEPTS ONLY
CONCEPTS ONLY
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Display Progress throughout the Workflow
The line at the bottom of
the screen is very helpful. I’
m making progress but I’d
like to see 2 out of 4 steps
completed.
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SCREENS FOR CONCEPTS ONLY
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Summary
Examples: surveys, interviews,
field visits, focus groups,
expert reviews.Questioning
Who is this person?
• Persona
• Market research
• Competition Analysis
• Voice of user
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Summary
Whiteboard, Markers, Stickies,
Paper & pencils, Balsamiq,
Omnigraffle, Invision
Adobe Illustrator, Sketch
Doing
How do I make it work better?
• Define problem statement
• Start iterating
• Start building
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Summary
Examples: Rating scales,
product reaction cards, time
on task, error rates, affinity
mapping.
Listening
How do I make it work better?
• Decide on metrics to collect
• Break into qualitative and
quantitative
• Look for patterns & trends
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The cheat sheet!
Examples: surveys, interviews,
field visits, focus groups,
expert reviews.
Whiteboard, Markers, Stickies, Paper &
pencils, Balsamiq, Omnigraffle, Invision
Adobe Illustrator, Sketch
Questioning Doing Listening
Who is this person? How do I make it work better? Get feedback
• Persona
• Market research
• Competition Analysis
• Voice of user
• Define problem statement
• Start iterating
• Start building
• Decide on metrics to collect
• Break into qualitative and
quantitative
• Look for patterns & trends
Examples: Rating scales, product
reaction cards, time on task, error
rates, affinity mapping.
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