This document summarizes a presentation on the UX design process. It introduces the speaker, Ari Weissman from EffectiveUI, a UX design agency. It then defines what UX is, explaining perspectives from various experts. It describes the stages of the UX design process used at EffectiveUI. It discusses measuring UX through key performance indicators and examples of metrics. Finally, it argues that the overall point of UX is to create aligned and useful experiences that optimize user engagement through a process of research, design, and continuous improvement.
4. Agenda
1. Intro
2. What is UX
3. A UX agency
4. The UX design process
5. Measuring & improving
6. What’s the point
5. Ari Weissman
Lead Experience Architect888.310.5327
• 10+ years global
experience
• Responsible for all
things UX, from
research through
experience design
• Project lead for
TimeWarner Cable,
AMEX, FreemanCo, and
Securian
@ EffectiveUI
7. Locations
2162 Market Street
Denver, CO 80205
DENVER
274 North Goodman St,
Unit B264
Rochester, NY 14607
ROCHESTER
85 Broad Street, 18th fl.
New York, NY 10004
NEW YORK CITY
10. The central premise of user centered
design is that best designed products
and services result from
understanding the needs of the people
who will use them.
— Design Council
11. UX design is a commitment
to building products with the
customer in mind
~ Marieke McCloskey
Director of Research at UserTesting
“
”
12. The design of anything independent
of medium or across [device] with
human experience as an explicit
outcome and human engagement
as an explicit goal
~Jesse James Garrett
Founder of Adaptive Path and a UXD
“
”
13. It is so much more than just designing for
a screen. The user experience is
impacted by decisions made across an
organization from the boardroom to the
way a developer codes for performance.
~ Paul Boag
UX Consultant of Boagworks
“
”
38. Key Performance Indicator
A measurable value that demonstrates
how effectively a company is achieving
key business objectives
39. “A KPI IS ONLY AS
VALUABLE AS THE ACTION
IT INSPIRES. “
Choosing
Effective KPIs
UNDERSTAND YOUR
ORGANIZATIONAL OBJECTIVES
1
2
ENGAGE THE WHOLE
ORGANIZATION
40. The UX KPI
• Human behavior based
• Key to the business
• Performance indicator
• Easy to measure
• Diagnostic
https://www.uie.com/articles/power_of_ux_kpi/
41. “A KPI IS ONLY AS
VALUABLE AS THE ACTION
IT INSPIRES. “
Example UX
KPIs
- SHOPPING CART ABANDONMENT
- TIME ON TASK
- REPORTED PERFORMANCE
- TASK SUCCESS RATE
- SEARCH VS NAVIGATION
- ERROR RATE
- SUBSCRIPTIONS
- RETURNING USERS
- SHARING
- TOTAL CUSTOMER CONTACTS
- SUPPORT REQUESTS
42. “A KPI IS ONLY AS
VALUABLE AS THE ACTION
IT INSPIRES. “
Not
UX KPIs
- LOAD TIME
- GEOGRAPHIC LOCATIONS
- BASKET VALUE
- PROFIT MARGIN
- CUSTOMER ACQUISITION COST
- EMAILS BOUNCED (BAD ADDRESS)
- NET PROMOTER SCORE
- NUMBER OF KEYWORDS TRIGGERING
RESULTS FOR YOUR SITE
44. A few more thoughts on process
Design for Beta
Always assume there
will there will be more
to learn, test, and add.
Seek opportunities
Use UX tools to identify
opportunities, not just
pain points.
Track behaviors
over time
Continue to
intermittently conduct
research and test.
Validate new
assumptions or seek
explanations for
changes.
Track metrics over
time
Track metric and KPI
changes over time.
Why do things change?
What does that mean?
1 2 3 4
54. Shameless
self promotion
What clients need to know
1. The UX design process
2. Discovery outcomes
3. Kick-off workshops
4. Planning contextual
research
5. Conducting contextual
research
6. Customer research
insights
7. Heuristic evaluations
8. UX personas
9. Customer journeys
10. Creativity & ideating
solutions
11. User flows
12. Task models
13. Defining the MVP
14. Design sketching
15. Effective design feedback
16. 5 Myths of concept testing
17. Collaborative design
workshops
And more!
55. Join us again this week
Death of a Design: 5 Stages of Grief
Raschel Iarocci, Lead Experience Architect
Wednesday, Sept. 14
4:00 p.m. – 5:00 p.m.
When a design tests poorly with usability
participants it can feel pretty defeating —
especially when it has tested well in the past. After
this happens, your UX team may go through a
thought process similar to grieving, first denying
that feedback is valid, then perhaps experiencing
anger, then progressing through bargaining and
depression, to finally acceptance.
During her talk, Raschel will share contemporary
strategies for dealing with each of these five
stages, enabling the group to move past initial
reactions and get down to the work of addressing
the design challenges.
56. Join us again this week
User Testing: Adapt to Fit Your Needs
Ari Weissman, Lead Experience Architect
and Lys Maitland, Senior Experience Planner
Friday, Sept. 16
2:00 p.m. – 3:30 p.m.
Test early, test often.
It’s a mantra that’s been proven successful time
and again when it comes to innovation and design.
So why aren’t you doing it? In the start-up world,
when everything is moving so quickly, it can be
easy to overlook or postpone collecting feedback
from real people because of cost, time, or lack of
preparation. Don’t let those things stop you.Valid
data can be captured cheaply, quickly, and with
half-finished products and strategies.