What is
USER EXPERIENCE
“User experience” encompasses all aspects of the end-users’ interaction
with the company, its services, and its products.
...
User Needs Business Needs
Balance
UX
If your decision will impact the customer, in any way,
and go ask the UX team for insight.
User Centered Design Process
Pre-sales/
Pre-development
User Centric Design Development Testing/
Implementation
Usability ...
Validating User Stories
• Most user stories stem from a customer need/want
– Currently no way to know how many customers h...
Quantitative vs Qualitative
Confidence
Confidence
Confidence level: measure of the reliability
of a result
Confidence
System Admin Developer Operator Scheduler
Confidence
System Admin Developer Operator Scheduler
Confidence
System Admin Developer Operator Scheduler
Types of “Needs”
User experience can help identify and verify all of these
Needs
customers are
not aware of
Needs
customer...
Latent Needs
Users do different things than they say
• “Needs, what needs? I don’t have
any needs…”
• Chance to exceed user expectations
• Can be difficult to uncover
• Do wha...
Direct Needs
Users will tell you these
• “I hate this. I love this.”
• Customer typically doesn’t tell you
exactly what they want
Direct Needs
Assumed Needs
Things internal people say
• “I think customers need this.”
• Most often come from internal
sources
• Strong possibility of being wrong
Assumed Needs
Ways to discover customer needs
Ways to discover customer needs
Ways to discover customer needs
Ways to discover customer needs
Why should you care?
How can you help?
• Remember that we don’t know everything about our
customers
• Include UX with any customer calls or vis...
What is User Experience?
What is User Experience?
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What is User Experience?

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This is a presentation I gave to my product managers and product owners to describe what user experience is and what it isn't.

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  • backend/technology decisions, UI decisions, process flow decisions
  • You look at that list and think man that’s a lot! How does it fit in with my product/our themes?
  • This is the user centered design process. We are currently in the pre-sales state.How does this work with the agile process?Use the requirements gathering to validate the backlog storiesWhen backlog stories have been validated, UX can then work on actual design of interactions and user interface. UX usually works on backlog stories at least a sprint ahead (depending on story size) so that when the stories are pulled into the sprint, developers have all the detail they need
  • My advice in validating back-end user stories: be as detailed as possible and confirm every detail point with customers, analyze your data, then make design decisions
  • In order to validate stories, we need to talk to people. How many?We can talk with one user or manyQual: Allows for flexible discourse. Face to face non verbal queuesQuant: Statistically robust (if enough users)Validity in quantitative: research concerns objectivity, generalizability, replicability, predictability, controllabilityValidity in qualitative research concerns: honesty, richness, authenticity, depth, scope, subjectivity, strength of feeling, catching uniqueness
  • So how can you say what you found applies to everyone?You have to build your confidence level. You do that with more people.Qual—5-8 people per user groupQuant—30 people per user group to start getting a confidence level
  • So how can you say what you found applies to everyone?You have to build your confidence level. You do that with more people.Qual—5-8 people per user groupQuant—30 people per user group to start getting a confidence level
  • So how can you say what you found applies to everyone?You have to build your confidence level. You do that with more people.Qual—5-8 people per user groupQuant—30 people per user group to start getting a confidence level
  • So how can you say what you found applies to everyone?You have to build your confidence level. You do that with more people.Qual—5-8 people per user groupQuant—30 people per user group to start getting a confidence level
  • So how can you say what you found applies to everyone?You have to build your confidence level. You do that with more people.Qual—5-8 people per user groupQuant—30 people per user group to start getting a confidence level
  • Now that we talked about how many people we can talk to, what will we want to talk about?There are 3 main types of needs UX can help with.
  • Needs users is unaware of. So they can’t tell you about them when asked.When met, they deliver delight. Exceed expectations and resonate
  • Needs the user directly communicates to youCan be communicated by phone calls, emails, web forms, etc
  • Natural setting, minimize your influence on their actions“Live a day in the life of a…”Useful signs: frustration, workarounds, body language
  • UX-PO pair up interviews/contextual inquiryFocus Groups – online or in person
  • Capture everything, take photos, videos
  • Looking at the data and drawing conclusions from itThis creates findings which should parallel the stories/story points if they aren’t in there, they will need to be worked in
  • We haven’t talked with every one of them yetThis goes back to validating assumptionsSprints—invite to DAR reviews, sprint reviews, daily stand ups
  • What is User Experience?

    1. 1. What is USER EXPERIENCE
    2. 2. “User experience” encompasses all aspects of the end-users’ interaction with the company, its services, and its products. The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother. Next comes simplicity and elegance that produces products that are a joy to own, a joy to use. True user experience goes far beyond giving customers what they say they want, or providing checklist features. In order to achieve high-quality user experience in a company’s offerings there must be a seamless merging of the services of multiple disciplines, including engineering, marketing , graphical, and industrial design, and interface design. Nielsen Norman Group
    3. 3. User Needs Business Needs Balance UX
    4. 4. If your decision will impact the customer, in any way, and go ask the UX team for insight.
    5. 5. User Centered Design Process Pre-sales/ Pre-development User Centric Design Development Testing/ Implementation Usability Testing/ Continuous Feedback • Requirements Analysis • Competitive Analysis • Geography Validation • User Profiling • Data Collection • Scenario/Story boarding • Task Analysis • Workflow Analysis • Information architecture • Interaction Design • Low fidelity Wireframe • High fidelity prototype • Acceptance Testing • Design Sign-off • Development • Testing • Documentation • Traceability Matrix • Product/Featur e Release • Feedback IU Design UX Practice
    6. 6. Validating User Stories • Most user stories stem from a customer need/want – Currently no way to know how many customers have similar requests • What percentage of customers are asking for this? • How many users will be affected by this feature? • All user stories need to be validated – Back-end and front-end user stories – This will ensure we are developing something the user needs
    7. 7. Quantitative vs Qualitative
    8. 8. Confidence
    9. 9. Confidence Confidence level: measure of the reliability of a result
    10. 10. Confidence System Admin Developer Operator Scheduler
    11. 11. Confidence System Admin Developer Operator Scheduler
    12. 12. Confidence System Admin Developer Operator Scheduler
    13. 13. Types of “Needs” User experience can help identify and verify all of these Needs customers are not aware of Needs customers tell you about Internal assumptions about what customers need
    14. 14. Latent Needs Users do different things than they say
    15. 15. • “Needs, what needs? I don’t have any needs…” • Chance to exceed user expectations • Can be difficult to uncover • Do what I say and not as I do • Method of choice: Observation Latent Needs
    16. 16. Direct Needs Users will tell you these
    17. 17. • “I hate this. I love this.” • Customer typically doesn’t tell you exactly what they want Direct Needs
    18. 18. Assumed Needs Things internal people say
    19. 19. • “I think customers need this.” • Most often come from internal sources • Strong possibility of being wrong Assumed Needs
    20. 20. Ways to discover customer needs
    21. 21. Ways to discover customer needs
    22. 22. Ways to discover customer needs
    23. 23. Ways to discover customer needs
    24. 24. Why should you care?
    25. 25. How can you help? • Remember that we don’t know everything about our customers • Include UX with any customer calls or visits • ★★★★★ UX can watch the 4 main personas do their job and talk with them • ★★★★ UX can talk with the 4 main personas • Allow UX to be integrated within your sprints

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