Checking the "Feel" of your UI with an Interaction Audit

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Checking the "Feel" of your UI with an Interaction Audit

  1. 1. Peter Stahl Josh Damon Williams eBay Hot Studio Checking the Feel of your UI with an Interaction Audit
  2. 2. What’s in this for you <ul><li>Discover why “Feel” matters </li></ul><ul><li>Find out what an Interaction Audit is </li></ul><ul><li>Learn our ground-breaking methodology </li></ul><ul><li>See scintillating Feel findings </li></ul><ul><li>Marvel at what an Audit can do for you </li></ul><ul><li>Ponder exciting future advancements </li></ul>
  3. 3. “ Who are these guys?” <ul><li>Peter Stahl </li></ul><ul><ul><li>Lead User Experience Designer at eBay </li></ul></ul><ul><ul><li>Design patterns, holistic design </li></ul></ul><ul><ul><li>Led the interaction audit </li></ul></ul><ul><ul><li>Plays oboe </li></ul></ul><ul><li>Josh Damon Williams </li></ul><ul><ul><li>Senior User Experience Designer at Hot Studio </li></ul></ul><ul><ul><li>Wide variety of projects and roles </li></ul></ul><ul><ul><li>Key strategist for interaction audit </li></ul></ul><ul><ul><li>Plays turntables </li></ul></ul>
  4. 4. Interaction Audit team <ul><li>eBay </li></ul><ul><li>Deborah Adams Estrada, Jennifer Anderson, Jennifer Kelly, Preston Smalley , Peter Stahl, Karenina Susilo </li></ul><ul><li>Hot Studio </li></ul><ul><li>Jon Littell, David Paige, Josh Damon Williams </li></ul><ul><li>Persistent Systems </li></ul><ul><li>Prasad Bartakke, Chaitrali Dhole, Rajesh Gode </li></ul>
  5. 5. Part 1 Why audit interactions?
  6. 6. Look & Feel
  7. 7. Look & Feel
  8. 8. silk
  9. 9. water
  10. 15. [photo of mouse and/or trackpad and/or Wacom tablet ] Feel: How you operate it with your hands
  11. 24. <ul><li>Q: What interactive elements to use? </li></ul>
  12. 25. <ul><li>Q: What interactive elements to use? </li></ul><ul><li>A: All of them </li></ul>
  13. 27. <ul><li>Q: What interactive elements to use? </li></ul><ul><li>A: Hmmm… </li></ul>
  14. 28. Feel affects: <ul><li>Learning curve </li></ul><ul><li>Mental bandwidth needed to operate UI </li></ul><ul><li>User success (or errors) </li></ul><ul><li>Site personality </li></ul><ul><li>Brand promise </li></ul><ul><li>Adoption (or abandonment) </li></ul>
  15. 29. eBay Site Experience: a Holistic View
  16. 30. Feel
  17. 31. Part 2 What we did
  18. 32. Project phases <ul><li>Strategy </li></ul><ul><li>Data Collection </li></ul><ul><li>Analysis </li></ul><ul><li>Recommendations </li></ul>
  19. 33. Project phase 1: STRATEGY
  20. 34. Ark of the Covenant A “compelling artifact”
  21. 37. Example flow: New user finds an item, bids for it, registers as member
  22. 38. Example flow: User bids on a Watched item, is outbid, rebids
  23. 39. Example flow: New seller lists item for sale, creates Seller account
  24. 40. Audit checklist
  25. 41. Project phase 2: DATA COLLECTION
  26. 42. FILE MAKER Ω Our FileMaker Pro database
  27. 43. Database Fields (partial list) <ul><li>Very relevant: </li></ul><ul><li>Task & subtask </li></ul><ul><li>Step description </li></ul><ul><li>Page & URL </li></ul><ul><li>Action (syntactic) </li></ul><ul><li>Screen shot close-up </li></ul><ul><li>Instructional text </li></ul><ul><li>Click/keystroke record </li></ul><ul><li>Less relevant: </li></ul><ul><li>Region on page </li></ul><ul><li>Icons </li></ul><ul><ul><li>symbol, meaning, behavior </li></ul></ul><ul><li>Interface elements </li></ul><ul><ul><li>label, type, style, notes </li></ul></ul><ul><li>Comments on Feel </li></ul>
  28. 44. Project phase 3: ANALYSIS
  29. 45. Roll of Paper
  30. 46. Scrolls unrolled Flows as storyboards
  31. 47. Ideas for presenting findings
  32. 48. Radial charts to track Feel metrics
  33. 49. Emotional flow to track Feel effects
  34. 50. A course correction
  35. 51. Project phase 4: RECOMMENDATIONS
  36. 52. [DOCUMENT FORMAT SLIDE (FROM MY NOTEBOOK)]
  37. 53. <ul><li>“ Affordance” </li></ul><ul><li>A visual cue that some interaction is offered </li></ul><ul><li>“ Affordance Inconsistency” </li></ul><ul><li>A single visual cue offering multiple interactions </li></ul>
  38. 54. Affordance Inconsistencies: Hyperlink User action… System response… Affordance Inconsistencies: Hyperlink Loads new page Clicks link… Immediate in-line response Clicks link…
  39. 55. Affordance Inconsistencies: Hyperlink User action… System response… Opens modal dialog box Clicks link… Expands/collapses in-line page content Affordance Inconsistencies: Hyperlink Clicks link…
  40. 56. Affordance Inconsistencies: Hyperlink Clicks link… Jump to anchor elsewhere on page Clicks link… Opens content in new browser window Affordance Inconsistencies: Hyperlink User action… System response…
  41. 57. Affordance Inconsistencies: Hyperlink Clicks link… Closes a popup layer Clicks link… Adds assistance frame to window User action… System response… Affordance Inconsistencies: Hyperlink
  42. 58. Affordance Inconsistencies: Tab Affordance Inconsistencies: Tab
  43. 59. <ul><li>“ Task” </li></ul><ul><li>A path to accomplish an immediate goal </li></ul><ul><li>“ Task Inconsistency” </li></ul><ul><li>A single goal accomplished via multiple paths </li></ul>
  44. 60. Task Inconsistencies: Filtering Data 1. Submit a form 2. Click tabs 3. Click criteria links 4. Click “toggle” link Task Inconsistencies: Filtering Data
  45. 61. 5 x Enable/Disable Form Section Inconsistencies Task Inconsistencies: Enable/Disable Section of a Form 1. Checkbox 2. Tabs 3. Dropdown menu 4. Radio buttons
  46. 62. <ul><li>“ Data Object” </li></ul><ul><li>A representation of a data record or other piece of data </li></ul><ul><li>“ Data Object Inconsistency” </li></ul><ul><li>A single data object represented multiple ways </li></ul>
  47. 63. Data Object Inconsistencies: Members CAPTURES Data Object Inconsistencies: eBay Member
  48. 64. Data Object Inconsistencies: Members Data Object Inconsistencies: eBay Member
  49. 65. The Interaction Audit report
  50. 66. Part 3 Actions & Future Directions
  51. 67. A page from the Interaction Audit
  52. 68. Interaction goals <ul><li>Low learning curve, due to… </li></ul><ul><li>Consistent cues for actions </li></ul><ul><li>Predictable behavior of affordances </li></ul><ul><li>Instant recognition of interface elements </li></ul><ul><li>Allow eBay member content to shine </li></ul>
  53. 70. Clean-up teams <ul><li>The Clickers links and buttons </li></ul><ul><li>The Swappers tabs and toggles </li></ul><ul><li>The Submitters forms and form elements </li></ul><ul><li>The Shufflers sorting and filtering </li></ul><ul><li>The Disclosers overlays and sections </li></ul>
  54. 71. An eBay design pattern
  55. 72. Clean-up process <ul><li>Find problem area in the audit report </li></ul><ul><li>Recommend simpler set of interactions </li></ul><ul><li>Document as design patterns </li></ul><ul><li>Engineering creates code components </li></ul><ul><li>New and upgraded site areas use the cleaned-up interactions </li></ul>
  56. 73. What about interaction inconsistencies without obvious solutions? Example: Customize page layout
  57. 74. 6. Paired ordered lists w/buttons Task Inconsistencies: Customize page layout 3. Schematic picture with buttons 5. Hyperlinks 2. Dropdown menu 4. Form in floating dialog 1. Form on its own page
  58. 75. Basic requirements: restaurant Basic requirements: - Clean dishes & utensils - Courteous staff - Accurate check tabulation - No cockroaches
  59. 76. Site-specific values: restaurant Basic requirements: - Clean dishes & utensils - Courteous staff - Accurate check tabulation - No cockroaches Site-Specific Value: Marrying food and wine felicitously So must have: Comprehensive wine list Site-Specific Value: Joy in boundless variety So must have: Extensive menu Site-Specific Value: Convenience So must have: Speedy customer throughput
  60. 77. Basic requirements: interaction design Basic requirements: - Navigable interface - Orientation cues - Consistent basic interactions - No cockroaches
  61. 78. Site-specific values: interaction design Site-Specific Value: - Plethora of tools to help buyers - Compatibility So must have: - Dense pages - Progressive discovery Site-Specific Value: - Clean, friendly, safe - Tons of fun add-in applications So must have: - Transparency - Visual app framework Site-Specific Value: - Perceived simplicity - Convenient adding & editing of lists So must have: - Sparse pages - Direct manipulation Basic requirements: - Navigable interface - Orientation cues - Consistent basic interactions - No cockroaches
  62. 79. Values can vary depending on the conversation
  63. 80. “ Feel” metrics
  64. 81. Feel metrics: objective <ul><li>Page dimensions </li></ul><ul><ul><li>height, width </li></ul></ul><ul><li>Number of interactive entities </li></ul><ul><ul><li>Hyperlinks, buttons, form elements, icons </li></ul></ul><ul><li>Interactive density </li></ul><ul><ul><li>No. of interactive entities ÷ page size </li></ul></ul><ul><li>“ Jack-in-the-boxiness” </li></ul><ul><ul><li>No. of mouse-over elements ÷ page size </li></ul></ul>
  65. 82. Feel metrics: semi-objective <ul><li>Number of syntactic actions in a task </li></ul><ul><li>“ Reloadiness” </li></ul><ul><ul><li>Latencies in response to interactions </li></ul></ul><ul><li>Number/frequency of tool switches </li></ul><ul><ul><li>Mouse to keyboard and back </li></ul></ul><ul><li>Amount of dynamic behavior </li></ul><ul><ul><li>Pop-up layers, video, “sponginess” (layout changes triggered by mouse-over) </li></ul></ul>
  66. 83. Feel metrics: subjective <ul><li>Number of different interaction styles, metaphors, paradigms in a page or task </li></ul><ul><li>Simplicity/complexity </li></ul><ul><li>Flatness/bumpiness </li></ul><ul><ul><li>Flat = uses only hyperlinks & other primitives </li></ul></ul><ul><ul><li>Bumpy = uses more advanced interactions </li></ul></ul><ul><li>Cognitive load </li></ul>
  67. 84. What we’ve learned <ul><li>Nowadays it’s important to check “Feel” </li></ul><ul><li>An Interaction Audit can be compelling, actionable, and spark real improvement </li></ul><ul><li>Audits should focus on flows and be representative of real user experience </li></ul><ul><li>Simple tools work; storyboards are key </li></ul><ul><li>Audit for inconsistencies in Affordance, Task, and Data Object representation </li></ul><ul><li>Clean up obvious problems first </li></ul><ul><li>Harder problems require site-specific values </li></ul><ul><li>“ Feel” metrics may hold promise </li></ul>
  68. 85. Thank you!
  69. 86. And thanks to Flickr users who generously license their photos with Creative Commons attribution http://flickr.com/photos/ ihtatho /627226315/ http://flickr.com/photos/ cyberslayer /952121271/ http://flickr.com/photos/ dsevilla /97727582/ http://flickr.com/photos/ [email_address] /2334570947/ http://flickr.com/photos/ amanky /1377593634/ http://flickr.com/photos/ mastrobiggo /2341517672/ http://flickr.com/photos/ shuttleworth /1578035901/ http://flickr.com/photos/ joebeone /1764153258/ http://flickr.com/photos/ michaelcr /856252290/ http://flickr.com/photos/ scenicaviator /289331019/ http://flickr.com/photos/ 0olong /310216817/ http://flickr.com/photos/ thomashawk /2269208776/ http://flickr.com/photos/ briansolis /1411905457/
  70. 87. Questions

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