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UX Deliverables in Practice

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My presentation for the IA Konferenz 2009 (http://www.iakonferenz.org/) on the difference between UX theories and what happens in practice. Includes the quiz "What deliverable is this?".

Published in: Technology, Education, Design

UX Deliverables in Practice

  1. 1. User Experience Deliverables in Practice Peter Boersma info . nl FULL SERVICE INTERNET AGENCY IA Konferenz 2009 – “IA in Business und Praxis”
  2. 4. <ul><li>In theory, theory and practice are the same. In practice, they are not. </li></ul><ul><li>(Albert Einstein) </li></ul>
  3. 5. Theory =/= Practice
  4. 6. UX Theory =/= UX Practice
  5. 7. So?
  6. 8. UX Theory =/= UX Practice
  7. 9. Theory: 5 UX Elements usability interaction design information architecture visual design information design i-stuff
  8. 10. Theory: 6 UX Elements Information Architecture
  9. 11. Theory: 7 UX Elements Theory: 7-able UX Elements
  10. 12. Theory: 9 UX Elements
  11. 13. Theory: 9 UX Elements
  12. 14. Happy Birthday Jesse James Garrett!
  13. 15. Theory: 10 UX Elements
  14. 16. Theory: 26 UX Elements
  15. 17. Theory: 33 UX Elements
  16. 18. Theory: 45 UX Elements
  17. 19. Theory: >70 UX Elements
  18. 20. Theory: too many UX elements usability interaction design information architecture visual design information design i-stuff ?
  19. 21. Theory: UX Definitions <ul><li>User Experience [..] is the quality of experience a person has when interacting with a specific design. This can range from a specific artifact, such as a cup, toy or website, up to larger, integrated experiences such as a museum or an airport. </li></ul><ul><li>(Source: UXnet.org) </li></ul>
  20. 22. Theory: UX Definitions <ul><li>User Experience [..] is the quality of experience a person has when interacting with a specific design . This can range from a specific artifact, such as a cup, toy or website, up to larger, integrated experiences such as a museum or an airport. </li></ul><ul><li>(Source: UXnet.org) </li></ul>
  21. 23. Theory: UX Definitions <ul><li>&quot;User experience&quot; encompasses all aspects of the end-user's 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 produce 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. </li></ul><ul><li>(Source: Nielsen/Norman Group) </li></ul>
  22. 24. Theory: UX Definitions <ul><li>&quot;User experience&quot; encompasses all aspects of the end-user's 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 produce 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. </li></ul><ul><li>(Source: NN/g = Nielsen/Norman Group) </li></ul>
  23. 25. Theory: UX Definitions <ul><li>User experience design fully encompasses traditional Human-Computer Interaction (HCI) design and extends it by addressing all aspects of a product or service as perceived by users. </li></ul><ul><li>(Source: IBM.com) </li></ul>
  24. 26. Theory: UX Definitions <ul><li>User experience design fully encompasses traditional Human-Computer Interaction (HCI) design and extends it by addressing all aspects of a product or service as perceived by users. </li></ul><ul><li>(Source: IBM.com) </li></ul>
  25. 27. Theory: UX Definitions <ul><li>User experience encompasses the visual appearance, interactive behavior, and assistive capabilities of software. From an application's graphical user interface to its use of additional technologies such as speech recognition and speech synthesis, a cohesive and professional user experience is what Mac users have come to expect. </li></ul><ul><li>(Source: Apple.com) </li></ul>
  26. 28. Theory: UX Definitions <ul><li>User experience encompasses the visual appearance, interactive behavior, and assistive capabilities of software . From an application's graphical user interface to its use of additional technologies such as speech recognition and speech synthesis, a cohesive and professional user experience is what Mac users have come to expect. </li></ul><ul><li>(Source: Apple.com) </li></ul>
  27. 29. Theory: UX Definitions <ul><li>User experience design [..] is a term used to describe the overarching experience a person has as a result of their interactions with a particular product or service, its delivery, and related artifacts, according to their design. [..] </li></ul><ul><li>(Source: Wikipedia) </li></ul>
  28. 30. Theory: UX Definitions <ul><li>User experience design [..] is a term used to describe the overarching experience a person has as a result of their interactions with a particular product or service , its delivery, and related artifacts, according to their design . [..] </li></ul><ul><li>(Source: Wikipedia) </li></ul>
  29. 31. UX Theory RESEARCH EVALUATE DESIGN
  30. 32. UX Theory interaction service quality software RESEARCH EVALUATE DESIGN
  31. 33. UX Theory “ encompass” “ overarching” interaction service quality software “ integrated” “ addressing all aspects” RESEARCH EVALUATE DESIGN
  32. 34. UX Theory =/= UX Practice
  33. 35. Practice prototype test user research RESEARCH EVALUATE DESIGN
  34. 36. Practice prototype test user research launch pitch requirements RESEARCH EVALUATE DESIGN estimate position document process review optimize scope trends roadmap scenarios promote
  35. 37. Practice prototype test user research launch estimate position pitch document process review requirements optimize scope trends roadmap scenarios RESEARCH EVALUATE DESIGN promote
  36. 38. Practice prototype test user research launch estimate position pitch document process review requirements optimize scope trends roadmap scenarios BUSINESS MANAGE STRATEGY RESEARCH EVALUATE DESIGN promote
  37. 39. Practice MANAGE STRATEGY RESEARCH EVALUATE DESIGN BUSINESS
  38. 41. Practice pitch BUSINESS launch optimize promote
  39. 42. Business: Pitch <ul><li>It’s all about the background images… </li></ul>
  40. 58. Practice pitch BUSINESS launch optimize promote
  41. 60. Practice position trends roadmap scenarios STRATEGY
  42. 61. Strategy: Trends
  43. 62. Strategy: Positioning content sales community Core brand Big Competitor 2 Client 2011 Competitor Big Competitor 1 Comp. Comptetitor comptetitor subbrand BrandX Client
  44. 63. Strategy: Scenarios A B or client.com subsite-X.client.com subsite-Y.client.com client.com
  45. 64. Strategy: Roadmap
  46. 65. Practice position trends roadmap scenarios STRATEGY
  47. 66. Practice DESIGN RESEARCH EVALUATE
  48. 67. <ul><li>What </li></ul><ul><li>deliverable </li></ul><ul><li>is this? </li></ul>
  49. 69. <ul><li>Persona </li></ul>
  50. 71. <ul><li>Content Inventory </li></ul>
  51. 73. <ul><li>Concept Map </li></ul>
  52. 75. <ul><li>Wireframe </li></ul>
  53. 77. <ul><li>Moodboard </li></ul>
  54. 79. <ul><li>Visual Language </li></ul>
  55. 81. <ul><li>Usability Test Report </li></ul>
  56. 83. <ul><li>What </li></ul><ul><li>deliverable </li></ul><ul><li>is this? </li></ul>
  57. 84. Practice DESIGN RESEARCH EVALUATE
  58. 85. Practice launch pitch document process optimize BUSINESS promote
  59. 86. Business: Optimize Old online form - 1 step to fill out - 1 step to print - 1 thank-you page New online form - 1 step for customer Y/N - 4 steps to fill out the form - 1 step to print - 1 thank-you page 7.7% 20.3% conversion rate conversion rate
  60. 87. Business: Optimize
  61. 88. Business: Launch of SNS Bank website
  62. 89. Business: Promote
  63. 93. Business: Promote yourself
  64. 102. Practice launch pitch document process optimize BUSINESS promote
  65. 104. Practice estimate document process requirements scope MANAGE
  66. 105. Manage: Estimate
  67. 106. Estimate: input/output <ul><li>Input (when available) </li></ul><ul><li>Scope items </li></ul><ul><li>Requirements </li></ul><ul><li>Approach/process </li></ul><ul><li>Team skills </li></ul><ul><li>Experience with subject </li></ul><ul><li>Experience with client </li></ul><ul><li>Experience of client </li></ul><ul><li>Output (when possible) </li></ul><ul><li>Assumptions </li></ul><ul><li>Calculations </li></ul><ul><li>Explanations </li></ul><ul><li>Risks </li></ul>
  68. 107. Estimate: output <ul><li>Assuming: - we will need about 10 wireframes - (5 complex, 5 medium) - and 15 reusable components (all medium) </li></ul><ul><li>We will spend on the interaction design: (5*16 + 5*12) + (15*12) = (80+60) + (180) = 320 hours </li></ul><ul><li>Note: This includes reviews and rework. </li></ul><ul><li>Risk: we don’t know who the developer is. </li></ul>
  69. 108. Manage: Scope
  70. 109. Manage: Focus in Scope hard easy essential contribution Quick wins Maintenance Winners Quality improvements Pick just a few of these!
  71. 110. Manage: Requirements <ul><li>Format: <stakeholderX> wants/can <Y> </li></ul>
  72. 112. Manage: Document Process
  73. 113. Very basic
  74. 118. somewhat complex
  75. 122. lists of deliverables
  76. 126. links between deliverables
  77. 130. beautiful diagrams
  78. 134. fully documented processes
  79. 137. Document your UX process <ul><li>Brainstorm to get all candidate deliverables </li></ul><ul><li>Diagram deliverables and process </li></ul><ul><li>Describe (selected) deliverables and input/outputs </li></ul><ul><li>Present process to other departments </li></ul><ul><li>Improve process </li></ul><ul><li>Create templates for deliverables </li></ul><ul><li>Write instructions around deliverables and process </li></ul><ul><li>Improve process </li></ul><ul><li>Promote your process </li></ul><ul><li>Measure working with new deliverables en proces </li></ul><ul><li>Review ad nauseam , improve continually </li></ul>
  80. 138. Practice estimate document process requirements scope MANAGE
  81. 139. UX Practice prototype test user research launch estimate position pitch document process review requirements optimize scope trends roadmap scenarios BUSINESS MANAGE STRATEGY RESEARCH EVALUATE DESIGN promote
  82. 140. UX Theory “ encompass” “ overarching” interaction service quality software “ integrated” “ addressing all aspects” RESEARCH EVALUATE DESIGN
  83. 141. UX Theory =/= UX Practice
  84. 142. So?
  85. 143. <ul><li>In theory, theory and practice are the same. </li></ul><ul><li>In practice, they are not. </li></ul><ul><li>(Albert Einstein) </li></ul>
  86. 144. <ul><li>In practice, practice and theory are different. </li></ul>In theory, we can change that. (Peter Boersma)
  87. 146. So:
  88. 148. make an impact on the business
  89. 149. link to strategy in your design decicions
  90. 150. document your work and work process
  91. 151. promote the results
  92. 154. MORE Peter Boersma
  93. 156. Thank you!
  94. 157. User Experience Deliverables in Practice Peter Boersma info . nl FULL SERVICE INTERNET AGENCY IA Konferenz 2009 – “IA in Business und Praxis”

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