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GSLIS corporate roundtable 2016


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Presentation by Melinda Miller and Cate Kompare at the Corporate Roundtable for the University of Illinois iSchool in March 2016.

Published in: Software

GSLIS corporate roundtable 2016

  2. 2. @melindamiller @CateKompare @jason_berg
  3. 3. What is 
 User Experience?
  4. 4. Where does it come from?
  5. 5. User Experience Designer Information Architect User Researcher Interaction Designer Usability Analyst Content Strategist Taxonomist Product Designer Experience Architect Visual/ Graphic Designer
  6. 6. User Needs Business Goals Technical Constraints UX
  7. 7. Wireframes Usability test Content inventories Affinity diagrams BPMN diagrams Blueprint Customer journey map User Stories Personas Compe??ve Audit Stakeholders Interviews Storyboards User Flow Task Analysis Taxonomies Content Audit Heuris?c Analysis Use Cases and Scenarios A/B Test Card Sor?ng Sketches Prototypes
  8. 8. Myth of genius designer
  9. 9. Today’s Agenda 1. Facing a complex problem 2. Involving other people 3. Addressing the right problem 4. Defining done
  10. 10. How do UX professionals face a complex problem?
  11. 11. We start with discovery (or research)
  12. 12. Don’t ask people what they want. We find out what they need.
  13. 13. Interviews Observa^on Surveys Ac^vi^es Usability tes^ng Help desk logs
  14. 14. Case Study: University of Illinois at Chicago (UIC) Library CASE STUDY
  15. 15. CASE STUDY
  16. 16. ACTIVITY What do they see?What do they think? What do they say?What do they hear? What do they do?What do they feel? Empathy Map 1. Identify your top target user groups. They could be internal. 2. Choose a specific group. Then get more specific. Give them a name and a job or title. 3. What question do you have for them? Write it down. 4. Now, get empathetic. Fill out each section to the right with real, sensory experiences. 5. Check your work. Have someone else in your organization look through and add details. Name: Job/Title: Question:
  17. 17. Stakeholders are people, too
  18. 18. In 1963, the Stanford Research Ins^tute defined the concept of a stakeholder “as those groups without whose support the organiza^on would cease to exist. Your research should include anyone without whose support your project will fail.” Just Enough Research by Erika Hall
  19. 19. Case study: A tale of two colleges CASE STUDY
  20. 20. CASE STUDY
  21. 21. How do UX professionals face a complex problem? We work to understand the people and context of the problem we’re trying to solve.
  22. 22. How do UX professionals get other people to help us solve it?
  23. 23. We invite them to join in
  24. 24. Case Study: MTD CASE STUDY
  25. 25. CASE STUDY
  26. 26. Case Study: UIC CASE STUDY
  27. 27. CASE STUDY
  28. 28. CASE STUDY
  29. 29. CASE STUDY
  30. 30. • Mee^ng face-to-face and engaging in complex conversa^ons builds trust. • Co-crea^ng solu^ons with the whole team helps people understand and empathize with different perspectives. • Bringing people together helps build alignment on decisions and solu^ons. • Gegng people to design solu^ons together creates advocates that will accelerate change.
  31. 31. How do UX professionals get other people to help us solve it? We invite them to join in.
  32. 32. How do UX professionals know they are solving the right problem?
  33. 33. Analyze Synthesize Communicate
  34. 34. Analyze
  35. 35. Insert Pixo picture
  36. 36. Synthesize
  37. 37. Draw a picture of how to make toast. That is, darkened crispy bread. Use no words in your diagram. Try to illustrate the important ac^ons to someone who has never made toast before. ACTIVITY
  38. 38. Communicate
  39. 39. How do UX professionals know they are solving the right problem? We analyze what we’ve learned and look at it from a new angle with our stakeholders.
  40. 40. How do UX professionals know when they’re done?
  41. 41. CASE STUDY
  42. 42. Measure
  43. 43. • All support pages are rated helpful or very helpful by users • X% of new visitors to our dedicated landing pages are subscribing to the email newsleier
  44. 44. Site analy^cs
  45. 45. Search analy^cs
  46. 46. How do UX professionals know when they’re done? We test and measure, but …
  47. 47. Incorpora^ng UX
  48. 48. Q&A