ASML (www.asml.com) is one of the world’s leading manufacturers of chip-making equipment. On November 21nd their internal UX team organized a UX event about the importance of UX and how it can be applied in ASML projects.
I contributed a talk about the future of UX, illustrated by examples of high-tech projects.
17. WANTS
FEARS
NEEDS
Begrijpelijke informatie
Privacy
Meer autonomie
Wat gaat er met mij
gebeuren?
Zo snel mogelijk geholpen worden
Flexibiliteit ivm afspraken
Persoonlijke/individuele
aanpak verliezen
Meer transparantie
Goede en
toegankelijke zorgen
Ondersteuning
Menselijk contact
Duidelijke diagnose en aanpak
PATIËNT
Informatie gericht op eigen doelgroep
Niet altijd naar het
ziekenhuis
WANTS
FEARS
NEEDS
Overzicht van het zorg-/behandelplan
familielid
Problemen met
familielid
Betrokken worden bij behandeling
FAMILIE
Ondersteuning
Up-to-date informatie
Hulp bieden aan familielid
Complicaties
Onmacht
WANTS
FEARS
NEEDS
Vlot verloop tijdens consulatie
Meer werk
Zo weinig mogelijk tijd verliezen
Tevreden patiënten
Voorbarige
conclusies door
de patiënt
ZORGVER-
LENERS ZelfdiagnosesDoorstroom van
informatie tussen alle
systemen/ integratie
Verhoogde efficiëntie
24. “What makes something simple or complex? It’s not the number of dials or
controls or how many features it has: It is whether the person using the device
has a good conceptual model of how it operates.
(…)
Complexity is often necessary. The design challenge is to manage complexity
so that it isn’t complicated.”
Donald Norman - Living with Complexity (2011)
33. USERS
1. Users 2. Service proposition
3. Channels 4. Usage
Who are / will be the
platform users?
Who are the most
important users?
Why would someone
use the service?
What value does the
service bring?
Through which
channels (e.g. online,
mobile, telephone,
shop) is / should the
service be available?
Which channels are
most cost effective?
Which channels are
users like to favour?
How should / do users
use the service?
How frequently is / will
the service be used?
PERFORMANCE
9. ROI
10. KPIs
How will the platform
deliver an ROI?
What are the costs vs
the benefits?
How can the platform
be delivered more cost
effectively?
Which KPIs are / can
be used to track the
performance of the
platform?
What are the key
KPIs?
SERVICE DELIVERY
RISKS
5. Actors 6. Key activities
8. Competitors7. Challenges
Which key activities
are required to deliver
the service?
What resources are
required for those
activities?
Which are the most
important activities?
Who is / will be
involved in delivering
the service?
Who are/will be the key
partners, suppliers and
stakeholders?
What current
challenges exist?
What challenges do
you foresee in the
future?
What other similar
applications are
available?
Who are the key
competitors?
What other options do
users have?
42. Key usability dimensions (ISO 9241-11)
Usability
̶ Efficiency: a measure of the resources
expended in relation to the accuracy and
completeness with which users achieve
goals
̶ Effectiveness: a measure of the accuracy
and completeness with with users achieve
specified goals
̶ User satisfaction: a measure of the
comfort and acceptability of use
43. Key usability metrics
Efficiency
The resources expended in relation to the accuracy
and completeness with which users achieve goals
Effectiveness
The accuracy and completeness with which users
achieve specified goals
Satisfaction
The comfort and acceptability of use
̶ Time on task - The (average) time it takes for
participants to complete a particular task or
activity
̶ Time spent on errors – The (average) time
participants spent on recovering from an
error
̶ Overall relative efficiency – The ratio of the
time taken by participants who completed a
task in relation to the total time taken by all
participants
̶ Task success and task completion rate - The
number of participants that successfully
completed a (set of) task(s)
̶ Number of errors - The average number of
times an error occurred, per participant,
while performing a particular task
̶ Perceived efficiency (time on task) and
effectiveness (task success)
̶ Ratio of positive to negative comments used
to describe the product
̶ Task-level user satisfaction – How difficult the
task was perceived by the participants
̶ Test-level user satisfaction – How the overall
ease of use of the system was perceived by
the participants
44. Key engagement dimensions
Engagement
Emphasizes the positive aspects of
interaction, and in particular being
captivated by an application, and being
motivated to use it.
Consists of:
̶ User’s feelings
̶ User’s mental states
̶ User’s interactions
Source: Models of user engagement
Towards a science of user engagement
45. Key engagement metrics
Feelings
The emotional connection that exists, at any
point in time and over time, between a user and
a technological resource
Mental states
The cognitive connection that exists, at any
point in time and over time, between a user and
a technological resource
Interactions
The behavioural connection that exists, at any
point in time and over time, between a user and
a technological resource
̶ Happiness rating – How good a user feels
when using a system or website
̶ First impression
̶ Attention minutes – The amount of
attention that a user gives to a website
̶ Flow state – The ease of flow from one
block of information to another
̶ Time on site
̶ Frequency of use
̶ Getting hooked to the product
̶ Total time reading – Total time spent on a
website or particular portions of that
website
̶ Hits, page views, visits and unique views
̶ Returning visitors, registered users and
customers
̶ Daily active users
46. But Johan, how do we do
this?1. We believe our customers have a need to
______________
2. This need can be solved with
________________________
3. Our target users are
_______________________________
4. The #1 value customers will to get out of our service is
_______________________________________________
_
5. Customer will also get these additional benefits _______
6. Our primary competitors are ________________________
7. We will beat them thanks to ________________________
8. Our biggest risk is
-> Hypothesis
statements
49. Jakob Nielsen
“As their usability approach matures, organizations typically
progress through the same sequence of stages, from initial
hostility to widespread reliance on user research.”
Where are we today? UX Maturity Models
52. Ignorance > individual commitment > UX experts > structured process
UX matures to organizational level, not project level
UX gets weaved into roadmaps
UX receives a continuous budget (like a marketing budget)
All UXMMs share the same elements
53. ‘Knock on the CEO’s door’
only works in mature UX organizations
But Johan, how do we do this?
Stealth UX
where UX evangelization is still needed
tactics:
expert review
usability testing
personas
…
59. • What do we need to do next?
• Visualize the personas
• Spread through the organization
• Specifications must be linked to a persona (Add to Specification document)
• Ownership & maintenance of the personas
PERSONAS
72. “The principles of discoverability, of feedback, and of the power of
affordances and signifiers, mapping and conceptual models will always
hold.
Our technologies may change, but the fundamental principles of
interaction are permanent.”
Donald Norman – The Design of Everyday Things (2013)
74. Scientific foundation for design principles and interaction
design
The psychology of design
How people see, read, remember, think,
focus, interact, feel and decide
Design theory
Heuristic evaluation
Usability goals
Learnability, efficiency, memorability,
errors and satisfaction
Design principles
Discoverability, feedback, affordances &
signifiers, mapping and conceptual
models
79. Usability principles
1. People are motivated by mastery,
progress and control
2. People believe things that are close
together belong together (Gestallt)
3. People search for cues that tell
them what to do (mental models)
4. People scan screens based on
previous experiences
5. People identify objects by
recognizing patterns
80. Usability principles Design principles
1. People are motivated by mastery,
progress and control
1. Put the user in control
2. People believe things that are close
together belong together (Gestallt)
2. Make it simple and clear
3. People search for cues that tell
them what to do (mental models)
3. Don’t make me think
4. People scan screens based on
previous experiences
4. Be consistent and unambiguous
5. People identify objects by
recognizing patterns
5. Use a design system
82. Usability principles
General principles based on human psychology, science
and user experience research
> How people see, hear, think, interact, behave, feel
Design principles
Actionable principles, tailored to the Company context
Easy to remember
> Helps you to focus when making design decisions
Company values
Future vision for the platform
> Company game changers and differentiators
Her – 2013
A lonely writer (Theodore Twombly) develops an unlikely relationship with his newly-purchased operating system that's designed to meet his every need.
You’ll need more than your traditional design tools
https://hbr.org/2016/09/the-elements-of-value
Alexander Osterwalder
Customer journey toevoegen
http://www.theguardian.com/technology/2015/dec/30/us-marines-reject-bigdog-robot-boston-dynamics-ls3-too-noisy
30.12.2015: “The US military is cooling its eagerness for robots in the battlefield, after trials with quadrupedal robot and nightmare machine Big Dog revealed one crucial flaw: it’s much, much too loud (…) As marines were using it, there was the challenge of seeing the potential possibility because of the limitations of the robot itself. They took it as it was: a loud robot that’s going to give away their position.”
Instead of creating a system built solely on the requirements of a business, UX designers lay foundations for a common ground where business goals and key user needs meet. There needs to be spent as much time and effort on understanding and achieving business objectives as on understanding user needs and how design can best serve both of them.
Service model canvas
UX metrics and UX KPI’s
UX metrics are a superb and powerful tool for measuring the performance of any system or product. There are three categories of metrics that correlate with the success of a user experience: usability, engagement and conversion.
Usability is not a single, one-dimensional property but rather a combination of factors (ISO 9241-11 standard). The ISO model defines usability as measures of the following:
Efficiency: The resources expended in relation to the accuracy and completeness with which users achieve goals (relates to productivity, once users have learned the system they should be able to use it productively). This measures the time to meet a specific user objective, the cost and resource usage.
Effectiveness: The accuracy and completeness with which users achieve specified goals. This measures the number and nature of pauses, hesitations and errors, where users got stuck and any showing of misunderstandings or uncertainty during use or afterwards, the degree of user success. This is the degree to which it meets the mindset, expectations and objectives of the user.
Satisfaction: The comfort and acceptability of use. The system should be pleasant to use so users are subjectively satisfied when using it. This is a subjective measure, measured using usability questionnaires.
Other attributes of Usability are learnability, memorability and errors:
-Learnability: The system should be easy to learn, so the user can quickly get some work done. Therefore it is also important to track the first-time users’ success rate and then track the progress: how the rate changes through time, when users gain more experience with the service (e.g. track first time users’ success rate and the progress over time)
-Memorability: The system should be easy to remember, so the casual user is able to use the system again without having to relearn everything
-Errors: The system should have a low error rate so the user feels they are making positive progress and are in control, and if they do make errors they should be able to recover from them easily.
Source: http://designmodo.com/ux-kpi/
https://books.google.be/books?id=bQsmbfLpoFcC&pg=PA6&lpg=PA6&dq=usefulness+efficiency+effectiveness+user+satisfaction&source=bl&ots=1troec6_aU&sig=FQPMu6_e3zoEdtm_5BtiF75_m1s&hl=nl&sa=X&ved=0ahUKEwiC_s_1ktvJAhXCYQ4KHcAXCuMQ6AEISzAF#v=onepage&q=usefulness%20efficiency%20effectiveness%20user%20satisfaction&f=false
Engagement metrics are a highly crucial category of user metrics and is often considered the main aspect of overall user experience. Measuring engagement helps us understand how good they feel about it, how much attention they give to it and how much people interact with a site or application, etc. User’s feelings, mental states and interactions could be seen as 3 distinct dimensions of engagement.
Source: http://ir.dcs.gla.ac.uk/~mounia/Papers/engagement.pdf
“Nobel Prize-winning psychologist Daniel Kahneman, saw confirmation of a psychological heuristic called the peak-end rule: people’s memories of an experience are based on a rough average of the most intense moment (the peak) and the final moment (the end).”
https://www.smashingmagazine.com/2016/08/user-memory-design-how-to-design-for-experiences-that-last/?ref=mybridge.co
Customer journey toevoegen
UX metrics and UX KPI’s
http://www.higroup.com/wall/do-not-copy-giants
F- pattern
Typically for text-heavy websites like blogs, the F-Pattern comes from the reader first scanning a vertical line down the left side of the text looking for keywords or points of interest in the paragraph's initial sentences.
Z-pattern
The Z-pattern is perfect for interfaces where simplicity is a priority and the call to action is the main takeaway.