http://creativecommons.org/licenses/by-nc-sa/3.0/Creative commons
From Usability to Customer Experience
And the bits inbet...
joe leech made this 2006
joe leech made this 2006
So what do
you do?
Learn the rules so you know how to break them properly - Dali Lama
joe leech made this 2006
So what do you
do?
I work for an
internet company
So you build
websites?
Well, no,
not really
So ...
joe leech made this 2006
What do you do
then?
I make things, um,
easier to use, like
websites
mobile phones,
interactive T...
joe leech made this 2006
Oh ok, like that, guy,
what was his name, Nielsen?
Design without the ego. - Anon
joe leech made this 2006
Nielsen’s
heuristics
For every problem, there is one solution which is simple, neat and wrong. - ...
joe leech made this 2006
Flash 99% Bad
Encourages design abuse,
gratuitous animations, non-standard GUIs
Since our problem...
joe leech made this 2006
We know very little, and most of what we know is wrong. - George Casaday
Our main conclusion is t...
joe leech made this 2006
Oh ok, like that, guy,
what was his name, Nielsen?
Yeah, I do that…
…but lots more as
well
If the...
joe leech made this 2006
User testing
I didn’t see them [the asterisks]. There’s
nothing that explains what they mean.
The...
joe leech made this 2006
User testing
Glad I bought my glasses!
Know thy user, and YOU are not thy user. – Anon
joe leech made this 2006
User testing
What’s that?
Every time we get it idiot-proofed, Ma Nature produces cleverer idiots....
joe leech made this 2006
User testing
If I had asked my customers what they wanted, they would have asked for a faster hor...
joe leech made this 2006
User testing
If I had asked my customers what they wanted, they would have asked for a faster hor...
joe leech made this 2006
User testing
Not sure I understand
If there's a 'trick' to it, the UI is broken. - Douglas Anders...
joe leech made this 2006
Yeah, I do user
testing…
Not sure I understand
If there's a 'trick' to it, the UI is broken. - Do...
joe leech made this 2006
User testing
People are not logical – Anon
Version A:
- Interior
--- Trim
--- Engine
- Exterior
-...
joe leech made this 2006
Like what?
…but lots more as
well
If the user can't use it, it doesn't work. - Susan Dray
Informa...
joe leech made this 2006 If the user can't find it, it doesn't exist - HFI button
Information
Architecture
Home
FAQs Resou...
joe leech made this 2006 If the user can't find it, it doesn't exist - HFI button
Information
Architecture
Home
FAQs Resou...
joe leech made this 2006
Just because nobody complains doesn't mean all parachutes are perfect. - Benny Hill
Information
A...
joe leech made this 2006
Ohhhhh, okay, what other
kinds of stuff do you do?
Wireframing
The chief cause of problems is sol...
joe leech made this 2006
Wireframing
Coding is long. Design is short. Paper is cheap - Anon
joe leech made this 2006
Wireframing
You can use an eraser on the drafting table or a sledge hammer on the construction si...
joe leech made this 2006
Wireframing
We see what we look for, not what we look at - Ulrich Neissert
joe leech made this 2006
Wireframing
We see what we look for, not what we look at - Ulrich Neissert
joe leech made this 2006
Cool, but why wireframe?
Why not just design?
Good question.
I’m not a designer.
There are other
...
joe leech made this 2006
Task Analysis
Supposing is good, but finding out is better. - Samuel Clemens
joe leech made this 2006
Persuasion in
design
Today most products and services are bought, not sold. - AL & Laura Reis
joe leech made this 2006For a successful technology, reality must take precedence over public relations, for Nature cannot...
joe leech made this 2006
Brand is important
For a successful technology, reality must take precedence over public relation...
joe leech made this 2006
… I think I get it, you
build websites?
Great, my brother’s girlfriend’s
cousin sells jewellery a...
joe leech made this 2006
Read more!
sethgodin.typepad.com/seths_blog/
headrush.typepad.com/creating_passionate_users/
www....
joe leech made this 2006
Bye!
joeleech.net
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From Usability to User Experience to Information Architecture

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A primer on the elements of user experience with some useful little tips too.

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  • Nine independent organisations evaluated the usability of the same website, Microsoft Hotmail. The results document a wide difference in selection and application of methodology, resources applied, and problems reported. The organizations reported 310 different usability problems. Only two problems were reported by six or more organizations, while 232 problems (75%) were uniquely reported, that is, no two teams reported the same problem
  • There were many types of experiments conducted on the employees, but the purpose of the original ones was to study the effect of lighting on workers’ productivity. When researchers found that productivity almost always increased after a change in illumination, no matter what the level of illumination was, a second set of experiments began, supervised by Harvard University professors Elton Mayo, Fritz Roethlisberger and William J. Dickson.
  • Which performed better A or B? Version B – Information Architecture should not be dogmatic. Just because technically the engine is inside the car does mean we should order the website that way.
  • A proposed customer journey in black and grey and overlaid actually what happens.
  • From Usability to User Experience to Information Architecture

    1. 1. http://creativecommons.org/licenses/by-nc-sa/3.0/Creative commons From Usability to Customer Experience And the bits inbetween - stuff I’ve learnt from user testing Joe Leech 29th March 2007
    2. 2. joe leech made this 2006
    3. 3. joe leech made this 2006 So what do you do? Learn the rules so you know how to break them properly - Dali Lama
    4. 4. joe leech made this 2006 So what do you do? I work for an internet company So you build websites? Well, no, not really So you design websites? Umm, sort of Make it as simple as possible. But no simpler. - Albert Einstein
    5. 5. joe leech made this 2006 What do you do then? I make things, um, easier to use, like websites mobile phones, interactive TV, paper stuff like bills and you know Easy is Hard - Peter Lewis, NY Times
    6. 6. joe leech made this 2006 Oh ok, like that, guy, what was his name, Nielsen? Design without the ego. - Anon
    7. 7. joe leech made this 2006 Nielsen’s heuristics For every problem, there is one solution which is simple, neat and wrong. - H. L. Mencken.
    8. 8. joe leech made this 2006 Flash 99% Bad Encourages design abuse, gratuitous animations, non-standard GUIs Since our problems have been our own creation, they also can be overcome. - George Harrison
    9. 9. joe leech made this 2006 We know very little, and most of what we know is wrong. - George Casaday Our main conclusion is that our simple assumption that we are all doing the same and getting the same results in a usability test is plainly wrong http://tinyurl.com/yoskwr Rolf Molich
    10. 10. joe leech made this 2006 Oh ok, like that, guy, what was his name, Nielsen? Yeah, I do that… …but lots more as well If the user can't use it, it doesn't work. - Susan Dray
    11. 11. joe leech made this 2006 User testing I didn’t see them [the asterisks]. There’s nothing that explains what they mean. The user is NOT a lower life form - Ken Becker
    12. 12. joe leech made this 2006 User testing Glad I bought my glasses! Know thy user, and YOU are not thy user. – Anon
    13. 13. joe leech made this 2006 User testing What’s that? Every time we get it idiot-proofed, Ma Nature produces cleverer idiots. - Robin Kinkead Next of kin
    14. 14. joe leech made this 2006 User testing If I had asked my customers what they wanted, they would have asked for a faster horse. - Henry Ford http://en.wikipedia.org/wiki/Hawthorne_effect
    15. 15. joe leech made this 2006 User testing If I had asked my customers what they wanted, they would have asked for a faster horse. - Henry Ford http://en.wikipedia.org/wiki/Hawthorne_effect Let people try and do what they want with a design, not what you tell them they must do. A realistic test scenario gives realistic results. A scenario that no one would ever think of doing is not worth testing... unless you want the practice.
    16. 16. joe leech made this 2006 User testing Not sure I understand If there's a 'trick' to it, the UI is broken. - Douglas Anderson
    17. 17. joe leech made this 2006 Yeah, I do user testing… Not sure I understand If there's a 'trick' to it, the UI is broken. - Douglas Anderson …if you find yourself explaining how a screen works, record your explanation while they sit there. Feel stupid when they go "oh right". Use that explanation to redesign the page
    18. 18. joe leech made this 2006 User testing People are not logical – Anon Version A: - Interior --- Trim --- Engine - Exterior --- Colour Version B: - Trim & Colour - Interior - Exterior - Engine
    19. 19. joe leech made this 2006 Like what? …but lots more as well If the user can't use it, it doesn't work. - Susan Dray Information Architecture what?
    20. 20. joe leech made this 2006 If the user can't find it, it doesn't exist - HFI button Information Architecture Home FAQs ResourcesDiscover
    21. 21. joe leech made this 2006 If the user can't find it, it doesn't exist - HFI button Information Architecture Home FAQs ResourcesDiscover IA without getting your hands dirty: •Stats and server logs •Internal search engine queries •Search referrals
    22. 22. joe leech made this 2006 Just because nobody complains doesn't mean all parachutes are perfect. - Benny Hill Information Architecture
    23. 23. joe leech made this 2006 Ohhhhh, okay, what other kinds of stuff do you do? Wireframing The chief cause of problems is solutions. - Eric Severeid Wire-whating?
    24. 24. joe leech made this 2006 Wireframing Coding is long. Design is short. Paper is cheap - Anon
    25. 25. joe leech made this 2006 Wireframing You can use an eraser on the drafting table or a sledge hammer on the construction site. - Frank Lloyd Wright You can use an eraser on the drafting table or a sledge hammer on the construction site. Frank Lloyd Wright
    26. 26. joe leech made this 2006 Wireframing We see what we look for, not what we look at - Ulrich Neissert
    27. 27. joe leech made this 2006 Wireframing We see what we look for, not what we look at - Ulrich Neissert
    28. 28. joe leech made this 2006 Cool, but why wireframe? Why not just design? Good question. I’m not a designer. There are other things I know about Even experts are novices at some point – Anon Like what?
    29. 29. joe leech made this 2006 Task Analysis Supposing is good, but finding out is better. - Samuel Clemens
    30. 30. joe leech made this 2006 Persuasion in design Today most products and services are bought, not sold. - AL & Laura Reis
    31. 31. joe leech made this 2006For a successful technology, reality must take precedence over public relations, for Nature cannot be fooled. - Richard Feynman
    32. 32. joe leech made this 2006 Brand is important For a successful technology, reality must take precedence over public relations, for Nature cannot be fooled. - Richard Feynman
    33. 33. joe leech made this 2006 … I think I get it, you build websites? Great, my brother’s girlfriend’s cousin sells jewellery and wants to set up a website - shall I give her your number? yeah… A common mistake people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools. - Douglas Adams
    34. 34. joe leech made this 2006 Read more! sethgodin.typepad.com/seths_blog/ headrush.typepad.com/creating_passionate_users/ www.uxmag.com www.lukew.com/ff/ www.37signals.com/svn www.bokardo.com Joeleech.net www.cxpartners.co.uk Stay in touch joe.leech@cxpartners.co.uk +447905 334163
    35. 35. joe leech made this 2006 Bye! joeleech.net

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