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Know Thy User: The Missing Element in SharePoint Solutions (User Centered Design for SharePoint)

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Know Thy User: The Missing Element in SharePoint Solutions (User Centered Design for SharePoint)

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You want the most out of your investment in SharePoint – a highly adopted, effective and easy-to-use solution. Achieving these objectives requires more than technical skills and knowledge of the inner-workings of SharePoint features – it requires an understanding of user problems and goals as well as a process that keeps the user at the center of the lifecycle. If you are like many organizations implementing SharePoint, you are using “surrogates” to represent user requirements, collecting inadequate user information and not engaging users later in the design and development process. If this sounds familiar, you may be headed toward a costly redesign.

This session defines both User Centered Design (UCD) and User Experience (UX) concepts and provides tangible methods that incorporate users into your process without compromising business goals.

You want the most out of your investment in SharePoint – a highly adopted, effective and easy-to-use solution. Achieving these objectives requires more than technical skills and knowledge of the inner-workings of SharePoint features – it requires an understanding of user problems and goals as well as a process that keeps the user at the center of the lifecycle. If you are like many organizations implementing SharePoint, you are using “surrogates” to represent user requirements, collecting inadequate user information and not engaging users later in the design and development process. If this sounds familiar, you may be headed toward a costly redesign.

This session defines both User Centered Design (UCD) and User Experience (UX) concepts and provides tangible methods that incorporate users into your process without compromising business goals.

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Know Thy User: The Missing Element in SharePoint Solutions (User Centered Design for SharePoint)

  1. 1. Know Thy User The Missing Ingredient in SharePoint Solutions Presented by Marcy Kellar
  2. 2. My Name is Marcy Kellar I Live In Indianapolis I Solve Problems Sometimes I Blog TheSharePointmuse.com Mostly I Tweet @marcykellar
  3. 3. Agenda • MY STORY • WHY USERS ARE MISSING • DEFINING THE BUZZWORDS • USER CENTERED DESIGN + SHAREPOINT WALKTHROUGH • Q&A *resources av ailable at end of slide deck
  4. 4. THIS IS ME AT WORK
  5. 5. SharePoint SchmarePoint Will it Fix My Dreadful Task?
  6. 6. DREADFUL TASK IN PROGRESS
  7. 7. DISASTER
  8. 8. I DREADED GOING TO WORK
  9. 9. THEN CAME SHAREPOINT
  10. 10. THIS IS WHAT WE DID
  11. 11. USER CENTERED DESIGN (UCD) EVALUATE RESEARCH DESIGN CONCEPT
  12. 12. SUCCESS!!! 2500+ USERS ADOPTED 4 PROCESSES INTEGRATED 6 MONTHS TO LAUNCH* 1 HACKED SHAREPOINT SITE 1 RECOMMENDATION *NOT BAD CONSIDERING FDA AUDIT
  13. 13. LESSONS LEARNED
  14. 14. LESSONS SHAREPOINT SOLVES USERS PROBLEMS LEARNED UCD METHODS = USABLE SOLUTIONS A NOVICE CAN DO IT (WITH GUIDANCE) SHAREPOINT + UCD CHANGES LIVES
  15. 15. WHERE HAVE ALL THE USERS GONE?
  16. 16. 1. Not Talking To Users
  17. 17. 2. Focus on Features
  18. 18. 3. User Surrogates
  19. 19. 4. No Feedback Mechanism (or Plan to Iterate)
  20. 20. 5. Testing Too Late
  21. 21. 6. Usability At the End of The Project
  22. 22. HOW DOES USER CENTERED DESIGN RELATE TO USER EXPERIENCE, USER INTERFACE AND USABILITY?
  23. 23. Too Many BuzzWords
  24. 24. BREAKFAST.
  25. 25. BREAKFAST.
  26. 26. USER
  27. 27. USER CENTERED DESIGN (UCD) How do you currently approach breakfast? What do you expect to eat? Do you have any challenges eating breakfast?
  28. 28. USER INTERFACE (UI)
  29. 29. USABILITY www.latenightwithjimmyfallon.com
  30. 30. USER EXPERIENCE (UX)
  31. 31. USER CENTERED DESIGN (UCD) Did this meal meet your expectations? What could be better about the experience?
  32. 32. SHAREPOINT + UCD WALK-THROUGH
  33. 33. USER CENTERED DESIGN (UCD) EVALUATE RESEARCH DESIGN CONCEPT
  34. 34. You can use an eraser on the drafting table or a sledge hammer on the construction site. — Frank Lloyd Wright
  35. 35. Challenges TIME MONEY RESOURCES
  36. 36. There Are Many UCD Methods http://project.cmd.hro.n l/cmi/hci/toolkit/index.p http://www.usabilitynet.org/tools/methods.htm hp
  37. 37. Research QUANTITATIVE • TELLS YOU WHAT (DATA) QUALITATIVE • TELLS YOU WHY (ANECDOTAL)
  38. 38. PLAN & VISION
  39. 39. Stakeholder Meeting
  40. 40. COMPETITIVE ANALYSIS
  41. 41. Competitive Analysis (Look at What Others Are Doing) http://www.nngroup.com/articles/intranet-design/
  42. 42. USER RESEARCH
  43. 43. User Interviews
  44. 44. Contextual Inquiry Pay attention to what users do, not what they say. ~Jakob Nielsen
  45. 45. Personas
  46. 46. Know thy user, and you are not the user. — Arnie Lund
  47. 47. Personas Stakeholder Interviews PERSONAS
  48. 48. Forensic Research (Log File Analysis)
  49. 49. Just because nobody complains doesn’t mean all parachutes are perfect. — Benny Hill
  50. 50. FUNCTIONAL REQUIREMENTS
  51. 51. Card Sorting
  52. 52. CONCEPTUAL DESIGN
  53. 53. Sketches and Paper Prototypes
  54. 54. Wireframes Created with Mockflow
  55. 55. PROTOTYPES
  56. 56. Prototypes Created with Axure
  57. 57. USABILITY TESTING
  58. 58. “Think Aloud” Technique Graphic from Rocket Surgey Made Easy, S. Krug
  59. 59. TESTING WITH JUST 5 USERS CAN FIND 85% OF YOUR SITE'S PROBLEMS. Source: NNGroup
  60. 60. Thinking aloud may be the single most valuable usability engineering method. — Jakob Nielsen
  61. 61. BENEFITS
  62. 62. IMPROVE UX IDENTIFY OPPORTUNITIES INCREASE PRODUCTIVITY SAVE MONEY
  63. 63. The joy of an early release lasts but a short time. The bitterness of an unusable system lasts for years. — Anonymous
  64. 64. Usability Testing Personas General Approach Rocket Surgery Made Easy About Face 3: The Essentials Sketching User Experiences Steve Krug of Interaction Design Bill Buxton Alan Cooper GOOD READS
  65. 65. UX Project Planning Personas Card Sorting Instructions (smashingmagazine.com) (webcredible.co.uk) (mit.edu) User Centered Design Personas Card Sorting Methods (wiki.fluidproject.org) (measuring usability.com) (usabilitynet.org) Creating Personas Card Sorting Guide List of UCD Methods (usability.gov) (usability.net) (boxesandarrows.com) UCD Methods What to Put in a Persona Thinking Aloud Technique Stakeholder meeting (J.D. Meier's Blog) (project.cmd.hro.nl) (usabilitynet.org) Example Personas Thinking Aloud: The #1 User Interviews (stcbok.editme.com) (usabilitynet.org) Usability Tool User Interview Paper Prototyping (nngroup.com) (usabilitynet.org) Instructions (uxmastery.com) Why You Only Need To Test With 5 Users (nngroup.com) An Intro to Usability Testing RESOURCES (usabilitygeek.com)
  66. 66. User Interviews Card Sorting General MindJet Optimal Workshop Designing the User Experience Poster Mindmeister Userzoom.com (http://www.mprove.de) Websort.net Personas Persona Template (.pdf) Prototyping (wireframes.linowski.ca) Balsalmiq Persona Template (.pdf) (eightshapes.com) Mockflow Axure Persona Template (.ppt) (Boagworld.com) TOOLS & TEMPLATES
  67. 67. THANK YOU CREDITS Photography by iStock.com and Marcy Kellar Illustrations and Comics by Marcy Kellar Breakfast Analogy inspired by Ed Lea's Infographic Follow Me @marcykellar

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