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Won't somebody please think of the user!?

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Won't somebody please think of the user!?

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Everything is an experience – from the things we all probably think of like websites and and customer service, to less obvious things like unboxing a smartphone or opening doors.

In my experience the lines between user experience (UX) and strategy can easily blur, but one thing’s for sure, UX touches everything yet is all too easy to neglect.

But good experience has to be someone’s responsibility. Unfortunately, it seems like it usually isn’t.

Join me for lols and lessons in user experience, including tactics and models you can apply to your website, business, app, and whatever else you do, to take a more user-centred approach. |

Everything is an experience – from the things we all probably think of like websites and and customer service, to less obvious things like unboxing a smartphone or opening doors.

In my experience the lines between user experience (UX) and strategy can easily blur, but one thing’s for sure, UX touches everything yet is all too easy to neglect.

But good experience has to be someone’s responsibility. Unfortunately, it seems like it usually isn’t.

Join me for lols and lessons in user experience, including tactics and models you can apply to your website, business, app, and whatever else you do, to take a more user-centred approach. |

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Won't somebody please think of the user!?

  1. 1. User Needs Business Goals
  2. 2. WHY IS THIS STUFF BROKEN? • It’s not my Job • The World has changed • I didn’t know • I’m not a fish • It’s broken on purpose
  3. 3. UX Design Data Usability Content People
  4. 4. BUILDING THE USER EXPERIENCE • USER RESEARCH: understanding the audience, personas, best practices, Analytics • INFORMATION ARCHITECTURE: sitemaps, wireframes • VISUAL DESIGN: documents, websites, emails… • CONTENT: text, pictures, infographics, video • Measurement plan
  5. 5. Garfield • Goals • Expectations • Concerns • Frustrations • Tech savvy • Etc. Katrina • Goals • Expectations • Concerns • Frustrations • Tech savvy • Etc. Jessy • Goals • Expectations • Concerns • Frustrations • Tech savvy • Etc. PERSONAS
  6. 6. ANALYTICS
  7. 7. SCROLL/CLICK MAPS
  8. 8. COMPETITIVE RESEARCH
  9. 9. SURVEYS
  10. 10. MAPPING THE USER JOURNEY
  11. 11. USER FLOW
  12. 12. “An ounce of prevention is worth a pound of cure.” PRE-MORTEM
  13. 13. CARD SORTING
  14. 14. WIREFRAMES
  15. 15. PROTOTYPE
  16. 16. PAPER PROTOTYPING
  17. 17. THE UX OF YOUR UX
  18. 18. • porcelainduck.com • @porcelainduck
  19. 19. RESOURCES • http://www.usability.gov • http://www.nngroup.com • http://uxmyths.com • http://www.uxbooth.com • http://riskology.co/pre-mortem-technique/ • https://www.thinkwithgoogle.com • https://www.thinkwithgoogle.com/tools/customer-journey-to-online- purchase.html • http://deathtothestockphoto.com

Editor's Notes

  • who can tell me what’s wrong with this pizza?
  • Look closely. Nitpicky, but RBC ATMs were like this for at least three years.
  • Someone put this up…
  • People: understanding them - behavior, psychographic, ethnographic (social listening), what they think now, their goals, frustrations

    Data: analytics, research (primary or secondary)

    Usability: “the ease of use and learnability of a human-made object.” – usability.gov

    Content: written, visual, etc. – the things people are ultimately after

    Design: the layout and how things are arranged on a web page or app, but also the visual design, which will include visual cues
  • I’ve heard people debate the usefulness of user research or interviews, but that’s why you have to be good at digging in, asking people the right questions, looking for insights.

    Doesn’t mean they really want a faster horse, want to get places faster, easier.

    Image: http://startupquotes.com
  • Image: http://startupquotes.com
  • Who you’re building an app for. Less demographic info and more psychographic, ethnographic

    What you want them to do

    How to separate them form their money , etc.
  • https://www.google.com/analytics

    Executive Summary template link: https://www.google.com/analytics/web/template?uid=K_3Z6TZmSO-402PYRKlx0A
  • http://www.crazyegg.com
  • AKA best practices research
  • https://qualaroo.com
  • Don’t forget post-decision experience: using a product/app, customer learning, user support, customer advocacy

    https://www.thinkwithgoogle.com/tools/customer-journey-to-online-purchase.html
  • An example of post-purchase support and customer learning. Many SaaS (software as a service) companies use SEO on the help sections, knowledge base, etc.

    <3 MailChimp
  • Gliffy:
    Lucidchart:
    Google Draw:
    OmniGraffle:
  • http://riskology.co/pre-mortem-technique/
  • Getting clients involved and on the same page can be really difficult. Workshops and hands-on activities are great.

    Values based or structure – structure tends to be what we use in UX design for AI (values more for narrative, branding)

    Write down different pieces of content – things that the site or app needs to have for users. Doesn’t necessarily have to be Web pages, that’ll get figured out.

    Come with some prepared cards and bring blanks, get the client to fill them in.
  • Adobe Illustrator: http://www.adobe.com/ca/products/illustrator.html
    OmniGraffle: https://www.omnigroup.com/omnigraffle
    Balsamiq: https://balsamiq.com
  • Foundation: http://foundation.zurb.com/
    InVision: http://www.invisionapp.com
    Axure: http://www.axure.com
  • Another way to get clients involved.

    Print your wireframes, cut out all different page elements, and physically edit wireframes.

    Easy for everyone to move stuff around – YouTube did this to design their video player – every single element was cut out.
  • Don’t forget about the audience of your own work!

    Colleagues and especially clients – now that we’ve gone through a UX process, keep this in mind as you put together your deliverables.

    Don’t assume your own audience has any special background info or high tech. savvy.

    I always start a UX doc or presentation with goals
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