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D4S101:          Why User Experience matters for your App          David Alpert - @davidalpert          Track 1: Agile Met...
Customers have lost faith in IT           Customers have lost             confidence in IT                                ...
Customers have lost faith in IT           Customers have lost             confidence in IT                                ...
QUOTE: Embarrassed on behalf of                   the industry                                       David Alpert @davidal...
Expectations are rising          Expectations are rising                                          David Alpert @davidalper...
QUOTE: Conan on the iPad                                    David Alpert @davidalpert#sdec11                              ...
kano                     David Alpert @davidalpert#sdec11                 http://blog.spinthemoose.com
We’re not here to prevent                but to inspire                                     David Alpert @davidalpert#sdec...
We are at a crossroads          We are at a crossroads                                         David Alpert @davidalpert#s...
Recognize, Remember, & Rethink                        Recognize             Remember               Rethink                ...
Remember          Software is a service industry.                                         David Alpert @davidalpert#sdec11...
QUOTE: Hanselman on customer                    service                                     David Alpert @davidalpert#sdec...
InstallAware                             David Alpert @davidalpert#sdec11                         http://blog.spinthemoose...
Support is a Privilege, Not a Right      QUOTE: Support is a Privilege, Not     While InstallAware support often goes abov...
Dec 16, 1970 – s/w hurt by               immature users                                      David Alpert @davidalpert#sde...
DevExpress                      David Alpert @davidalpert#sdec11                  http://blog.spinthemoose.com
QUOTE: committed to total          customer service statisfaction          The goal of the Developer Express Support Team ...
Recognize          Our customers are whole people.                                        David Alpert @davidalpert#sdec11...
Users are dumb                               David Alpert @davidalpert#sdec11                           http://blog.spinth...
Users are dumb                               David Alpert @davidalpert#sdec11                           http://blog.spinth...
The operating moral premise of information    design should be that our readers are alert and   caring; they may be busy, ...
David Alpert @davidalpert#sdec11          http://blog.spinthemoose.com
It is not a question of whether users       are capable of overcoming complexity and       learning an advanced user inter...
When people have problems using a design,                its not because they are stupid.            Its because the desig...
Recognize     Software does not live in a vacuum.                                     David Alpert @davidalpert#sdec11    ...
All these experiences                are relevant                          Home               Family                      ...
All these experiences           create expectations                           Home                Family                  ...
All these experiences                          create expectations                           Home                Family   ...
We are inundated with social media                                   David Alpert @davidalpert#sdec11                     ...
And our customers are              whole people                                      David Alpert @davidalpert#sdec11     ...
Rethink our process   Design software from the outside in.                                     David Alpert @davidalpert#s...
Nearly every s/w effort has gotten                        it wrong               Nearly every software             project...
A client walks into a bar              A client walks in…                                          David Alpert @davidalpe...
“I’ve got a problem”           “I’ve got a problem.”                                       David Alpert @davidalpert#sdec1...
David Alpert @davidalpert#sdec11          http://blog.spinthemoose.com
I’ll look for the nouns             look at our notes                                        David Alpert @davidalpert#sde...
Design a DB                           circle the nouns…          Database                                           David ...
TaDa! Data Access!                          “I’ve got to get the                               data out!”          Data ac...
Start to build infrastructure• Go back to the notes and look for the verbs           Business             logic           ...
Start to build infrastructure   screen     screen      screen• Go back to the notes and look for the verbs             Bus...
screen     screen                               foundation                          screen                                ...
infastructure   screen     screen      screen                                      infrastructure             Business    ...
plumbing   screen     screen      screen                                          plumbing             Business           ...
Start to build infrastructure           divide up responsibilities   screen  screen screen                           build...
Start to buildgive it to a designer                          infrastructure   screen  screen screen    ask a designer to  ...
What sells a house?                                    David Alpert @davidalpert#sdec11                                htt...
What sells software?          Your life would be           so much better            with ______.                         ...
Start to build infrastructure   screen     screen      screen                                        Non-functional       ...
Rethink our process           Instead of building from the          bottom up and the inside out              Let’s start ...
We already know this…                                      Write a test                                       that fails  ...
We already know this…                   TDDBehaviourDriven             BDDDevelopment                                  Dav...
We already know this…                           Domain                           Driven                           Developm...
What if we tried this?                    XDD  DDD               TDD                    BDD                               ...
eXperience Driven Development                       XDD  DDD                  TDD                       BDD               ...
Dr. Eliyahu M. Goldratt – 2 “mudas”                  •Work that was done but    Inefficient                   should not h...
An experience vision can align the           design choices made every day.                         Vision                ...
An experience vision can align the           design choices made every day.                        Strategy               ...
A UX vision is larger than             an individual icon or screen. Stephen P. Anderson: http://www.poetpainter.com/thoug...
A UX vision is larger than                     an individual system.                                   Experience Phases  ...
David Alpert @davidalpert#sdec11          http://blog.spinthemoose.com
Rethink our process          Customer Experience Mapping                                        David Alpert @davidalpert#...
Customer Experience Mapping     • Represent the journey of a customer       including the before, during, and after using ...
Customer Experience Map          Source: Mel Edwards - http://desonance.wordpress.com/2010/06/16/customer-experience-mappi...
Customer Experience Map          Source: Justin Parry - http://www.thosepeskyusers.com/example-experience-map-for-ux-strat...
Customer Experience Map          Source: Eric Berkman - http://www.littlespringsdesign.com/blog/2010/Mar/improving-the-sta...
Exercise: Draft an Experience Map     • Client:             Air Winnipeg            “We are committed to total customer sa...
Design for Success!                                          Remember                              Software is a service i...
Let’s address some concerns          XDD increases scope          XDD takes too much time          XDD costs more $$      ...
Design for Success!                                          Remember                              Software is a service i...
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D alpert ux101

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User Experience 101

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D alpert ux101

  1. 1. D4S101: Why User Experience matters for your App David Alpert - @davidalpert Track 1: Agile Methods Monday, October 17th 2011 1:30pm - 2:45pm David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  2. 2. Customers have lost faith in IT Customers have lost confidence in IT David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  3. 3. Customers have lost faith in IT Customers have lost confidence in IT David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  4. 4. QUOTE: Embarrassed on behalf of the industry David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  5. 5. Expectations are rising Expectations are rising David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  6. 6. QUOTE: Conan on the iPad David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  7. 7. kano David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  8. 8. We’re not here to prevent but to inspire David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  9. 9. We are at a crossroads We are at a crossroads David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  10. 10. Recognize, Remember, & Rethink Recognize Remember Rethink success David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  11. 11. Remember Software is a service industry. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  12. 12. QUOTE: Hanselman on customer service David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  13. 13. InstallAware David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  14. 14. Support is a Privilege, Not a Right QUOTE: Support is a Privilege, Not While InstallAware support often goes above and over the call of a Right duty to provide knowledgable, timely assistance to all our potential and current clients, support is not your right - even if you are a paid user of InstallAware. As explicitly stated in the InstallAware EULA which must be accepted both when installing a product trial or a purchased version, your purchase comes with NO SUPPORT RIGHTS whatsoever. Your access to any and all InstallAware support resources, including but not limited to peer forums, community center, email based support, and phone support may be revoked at any time, with or without reason. http://www.installaware.com/support-contact-support.htm David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  15. 15. Dec 16, 1970 – s/w hurt by immature users David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  16. 16. DevExpress David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  17. 17. QUOTE: committed to total customer service statisfaction The goal of the Developer Express Support Team is to provide our customers unrivaled technical assistance when implementing Developer Express technologies. We are committed to total customer satisfaction after purchase and will stop at nothing to ensure that your experience using our products is profitable for you, your organization, and by extension – your customers. http://www.devexpress.com/Support/index.xml David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  18. 18. Recognize Our customers are whole people. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  19. 19. Users are dumb David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  20. 20. Users are dumb David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  21. 21. The operating moral premise of information design should be that our readers are alert and caring; they may be busy, eager to get on with it, but they are not stupid. Edward Tufte, Envisioning Information. Cheshire, CT: Graphics Press, 1990 David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  22. 22. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  23. 23. It is not a question of whether users are capable of overcoming complexity and learning an advanced user interface. It is a question of whether they are willing to do so. [Our users] are just like anybody else: they just want to get their work done. They have neither the desire nor the time to learn the idiosyncrasies of individual websites. (emphasis mine) Nielsen, Jakob. “Are Users Stupid?” Alertbox, February 4, 2001. Retrieved June 3, 2010. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  24. 24. When people have problems using a design, its not because they are stupid. Its because the design is too difficult. (emphasis mine) Nielsen, Jakob. “Are Users Stupid?” Alertbox, February 4, 2001. Retrieved June 3, 2010. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  25. 25. Recognize Software does not live in a vacuum. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  26. 26. All these experiences are relevant Home Family Work your customer David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  27. 27. All these experiences create expectations Home Family Work your customer’s expectations David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  28. 28. All these experiences create expectations Home Family Your product, Work service, web site, or application. your customer’s expectations David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  29. 29. We are inundated with social media David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  30. 30. And our customers are whole people David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  31. 31. Rethink our process Design software from the outside in. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  32. 32. Nearly every s/w effort has gotten it wrong Nearly every software project I’ve been a part of has needlessly wasted time and money. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  33. 33. A client walks into a bar A client walks in… David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  34. 34. “I’ve got a problem” “I’ve got a problem.” David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  35. 35. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  36. 36. I’ll look for the nouns look at our notes David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  37. 37. Design a DB circle the nouns… Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  38. 38. TaDa! Data Access! “I’ve got to get the data out!” Data access Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  39. 39. Start to build infrastructure• Go back to the notes and look for the verbs Business logic circle the verbs Data access Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  40. 40. Start to build infrastructure screen screen screen• Go back to the notes and look for the verbs Business logic spike out some 80% - 90% CRUD screens Data access Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  41. 41. screen screen foundation screen foundation Business logic Data access Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  42. 42. infastructure screen screen screen infrastructure Business logic Data access Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  43. 43. plumbing screen screen screen plumbing Business logic Data access Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  44. 44. Start to build infrastructure divide up responsibilities screen screen screen build the walls• Go back to the notes and look for the verbs Business logic Data access Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  45. 45. Start to buildgive it to a designer infrastructure screen screen screen ask a designer to to “skin”pretty” “make it look• Go back to the notes and look for the verbs Business logic Data access Database David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  46. 46. What sells a house? David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  47. 47. What sells software? Your life would be so much better with ______. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  48. 48. Start to build infrastructure screen screen screen Non-functional 10% - 20%• Go back to the notes and look for the verbs defines how a system is supposed to be – i.e. its qualities. Business e.g. Response time logic Data access Functional 80% - 90% defines what a system is supposed to do Database e.g. As an employee I can view a page on the intranet. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  49. 49. Rethink our process Instead of building from the bottom up and the inside out Let’s start designing from the outside in. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  50. 50. We already know this… Write a test that fails 1 TDD Refactor / Reorganize 2 (clean up) 3Test Do just enough work to make the test passDrivenDevelopment David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  51. 51. We already know this… TDDBehaviourDriven BDDDevelopment David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  52. 52. We already know this… Domain Driven Development DDD TDD BDD David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  53. 53. What if we tried this? XDD DDD TDD BDD David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  54. 54. eXperience Driven Development XDD DDD TDD BDD David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  55. 55. Dr. Eliyahu M. Goldratt – 2 “mudas” •Work that was done but Inefficient should not have been •Work that was not done Unreliable but should have been David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  56. 56. An experience vision can align the design choices made every day. Vision Release Feature David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  57. 57. An experience vision can align the design choices made every day. Strategy Design Execution David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  58. 58. A UX vision is larger than an individual icon or screen. Stephen P. Anderson: http://www.poetpainter.com/thoughts/category/Experience-Design-Strategy/ David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  59. 59. A UX vision is larger than an individual system. Experience Phases Anticipate Enter Enter Engage Exit Reflect Vision Release Feature Experience Vision Use Case / User Story Workflow Experience Vision David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  60. 60. David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  61. 61. Rethink our process Customer Experience Mapping David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  62. 62. Customer Experience Mapping • Represent the journey of a customer including the before, during, and after using the service. • Include: – phases that span the interaction (e.g. Anticipate, Enter, Engage, Exit, & Reflect) – triggers – touch points – interactions – customer motivations – customer goals / business goals – potential frustrations – opportunities for delight – anything else that helps your team picture the experience you are creating Adapted from: http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/ David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  63. 63. Customer Experience Map Source: Mel Edwards - http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/ David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  64. 64. Customer Experience Map Source: Justin Parry - http://www.thosepeskyusers.com/example-experience-map-for-ux-strategy/ David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  65. 65. Customer Experience Map Source: Eric Berkman - http://www.littlespringsdesign.com/blog/2010/Mar/improving-the-starbucks-experience/ David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  66. 66. Exercise: Draft an Experience Map • Client: Air Winnipeg “We are committed to total customer satisfaction.” • Project: An online reservation system. • Timeline: Anticipate, Enter, Engage, Exit, Reflect David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  67. 67. Design for Success! Remember Software is a service industry Recognize Our customers are whole people Software does not live in a vacuum Rethink our process Design software from the outside in David Alpert Web: http://blog.spinthemoose.com Email: david@spinthemoose.com Twitter: @davidalpert David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  68. 68. Let’s address some concerns XDD increases scope XDD takes too much time XDD costs more $$ David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com
  69. 69. Design for Success! Remember Software is a service industry Recognize Our customers are whole people Software does not live in a vacuum Rethink our process Design software from the outside in David Alpert Web: http://blog.spinthemoose.com Email: david@spinthemoose.com Twitter: @davidalpert David Alpert @davidalpert#sdec11 http://blog.spinthemoose.com

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