This document discusses creating personas to effectively represent website users. It begins with common complaints about websites, such as difficulty finding information. It then covers what personas are and how they are created through a multi-step process of collecting and analyzing user data. This includes developing skeletons, conducting interviews, and creating fictional profiles. The benefits of personas are that they provide focus on user goals. A case study example is then presented of how personas were created and used to redesign a website.
More Than Just a Meeting Place: Leveraging online tools for actionifPeople
More than just a meeting place, the Internet is a tool for online collaboration. This presentation goes beyond using the web as a networking tool and looks at how to leverage online tools to get people to work together effectively. Presentation by ifPeople cofounders Christopher Johnson and Tirza Hollenhorst at the Pegasus Communications "Systems Thinking in Action" conference in Seattle, WA in November 2007.
On October 8, 2014, Tania Schlatter gave a talk entitled "Visual Usability."
Visual Usability
Bringing graphic and UI design together
Following UI design guidelines can help you have a usable app. Working with a graphic designer can help you have an attractive app. The reality is that it’s hard to create something that’s both usable and appealing. The more complex or functional the app, the greater the challenge.
“Visual usability” is an approach to designing interfaces that bridge the gap between “works well” and “looks great.” In this talk, Tania will explain three design principles critical to successful UI design, and show how they can be used to help or hinder the design of digital applications.
Tania Schlatter is a designer, author, and lecturer. She combines user-centered and visual design expertise to design application interfaces that help people understand and use technology. She co-founded of Nimble Partners, a Boston experience design firm; co-authored Visual Usability, Principles and Practices for Designing Digital Applications; and teaches interactive design to students at Northeastern University in Boston.
Tania has worked with over 14 MIT offices, Tufts University, Endeca Technologies, catapult.org, cafepress.com, and real-time labor data software company Burning Glass Technologies. Formal study includes an M.Des. in human-centered communication design from the Institute of Design in Chicago; a summer with Paul Rand and Armin Hofmann in Brissago, Switzerland; and a BFA in graphic design from Boston University.
5 things you didn't know about your websiteNeil Allison
Presentation to the Web Publishers Community at the University of Edinburgh, June 2012.
We look at some trends observed across the University website and discuss what can be learned from them, making recommendations for content management practice, ongoing analytics and user research.
Service Desk and Social Media -- Meet Your Users on Their TermsChris Dancy
ServiceNow presentation 2010.
It's a generational shift in communication. Like it or not, employees will use social media!
-------
For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.
MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/
More Than Just a Meeting Place: Leveraging online tools for actionifPeople
More than just a meeting place, the Internet is a tool for online collaboration. This presentation goes beyond using the web as a networking tool and looks at how to leverage online tools to get people to work together effectively. Presentation by ifPeople cofounders Christopher Johnson and Tirza Hollenhorst at the Pegasus Communications "Systems Thinking in Action" conference in Seattle, WA in November 2007.
On October 8, 2014, Tania Schlatter gave a talk entitled "Visual Usability."
Visual Usability
Bringing graphic and UI design together
Following UI design guidelines can help you have a usable app. Working with a graphic designer can help you have an attractive app. The reality is that it’s hard to create something that’s both usable and appealing. The more complex or functional the app, the greater the challenge.
“Visual usability” is an approach to designing interfaces that bridge the gap between “works well” and “looks great.” In this talk, Tania will explain three design principles critical to successful UI design, and show how they can be used to help or hinder the design of digital applications.
Tania Schlatter is a designer, author, and lecturer. She combines user-centered and visual design expertise to design application interfaces that help people understand and use technology. She co-founded of Nimble Partners, a Boston experience design firm; co-authored Visual Usability, Principles and Practices for Designing Digital Applications; and teaches interactive design to students at Northeastern University in Boston.
Tania has worked with over 14 MIT offices, Tufts University, Endeca Technologies, catapult.org, cafepress.com, and real-time labor data software company Burning Glass Technologies. Formal study includes an M.Des. in human-centered communication design from the Institute of Design in Chicago; a summer with Paul Rand and Armin Hofmann in Brissago, Switzerland; and a BFA in graphic design from Boston University.
5 things you didn't know about your websiteNeil Allison
Presentation to the Web Publishers Community at the University of Edinburgh, June 2012.
We look at some trends observed across the University website and discuss what can be learned from them, making recommendations for content management practice, ongoing analytics and user research.
Service Desk and Social Media -- Meet Your Users on Their TermsChris Dancy
ServiceNow presentation 2010.
It's a generational shift in communication. Like it or not, employees will use social media!
-------
For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.
MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/
Marketing is dead, long live user experienceNeil Allison
Presented at the Chartered Institute of Marketing, Higher Education Market Interest Group Annual Conference, 21 March, 2013.
Presenters: Dawn Ellis and Neil Allison, University of Edinburgh Website Programme.
In this 60 minute Webinar, participants will gain an understanding for:
* The real world challenges and benefits of intranet strategy
* How to quantify your intranet effectiveness with examples from a real case study of PNC Bank
* The importance of an intranet strategy
* Various research techniques to acquire employee input
* How to create measurable goals for your intranet
* Proven methodologies for executing the strategy
Creating A Measurable Intranet Strategy Prescient Digital MediaCarmine Porco
In this 60 minute Webinar, participants will gain an understanding for:
* The real world challenges and benefits of intranet strategy
* How to quantify your intranet effectiveness with examples from a real case study of PNC Bank
* The importance of an intranet strategy
* Various research techniques to acquire employee input
* How to create measurable goals for your intranet
* Proven methodologies for executing the strategy
What makes a great intranet? What do the best intranets on the planet look like? How did they get there?
This informative 60-minute webinar with intranet expert Toby Ward showcases the most important ingredients of a successful intranet, with plenty of examples from great intranets.
Infusionsoft Socially Enabled Internal Communication ProposalKimberle Morrison
We're growing and needed a more effective and scalable way to communicate internally. This presentation outlines our process and the rationale behind how and why we decided to go with a socially enabled system for communication and collaboration
Planning is tantamount to success; design while not nearly as important, keeps them coming back. However, don’t ever begin design without a plan – the equivalent of putting the horse AND the driver before the cart..
“What the App?”… A Modernization Strategy for Your Business Applications John Head
It’s 2016 – your application portfolio is being reviewed and scrutinized. Email and application platforms are being separated. Users’ expectations of their work experiences are higher than ever. Your social platform is stable and maturing. But you’re invested in your applications (Notes, Domino, and much more) – what do you do? Looking through the lens of IBM ICS solutions, we will answer that question by providing a roadmap and experiences to help you choose the best path. We will deep dive into the five aspects of Application Modernization: User Experience, Cloud, Mobile, Modern Workflow & special focus on the last – Social. See demos of actual application transformations and the impact they have within an organization. We will also show how your applications, integrated into your social platform, increases productivity and engagement. Learn how new functionality in the products will make your journey easier. See live demos putting AM into practice.
Why User Experience Matters for EmployeesSoHo Dragon
Slide deck of the webinar about the importance of User Experience SoHo Dragon and Akumina hosted. The webinar was held on December 14th and is recorded. If you'd want to receive the recording get in touch with us via www.sohodragon.nyc.
Requirements Engineering for the HumanitiesShawn Day
This workshop explores how requirements engineering can be employed by digital and non-digital humanities scholars (and others) to conceptualise and communicate a research project.
requirementsEngineeringAs the field of digital humanities has evolved, one of the biggest challenges has been getting the marrying technical expertise with humanities scholarly practice to successfully deliver sustainable and sound digital projects. At its core this is a communications exercise. However, to communicate effectively demands an ability to effectively translate, define and find clarity in your own mind.
Presented to a group of interior design professionals in Mountain View, CA hosted by Doreen Yun of Windows & Beyond.
This is a followup presentation to one I did back in the Spring - it has updated tools and I hope you find them valuable and useful!
Finding warm bodies to meet your recruitment goals may be a relatively easy task. But finding the right mentors can be very difficult. Developing an effective recruitment strategy takes creativity, flexibility, innovation, and a good amount of brunt work. This month's webinar will focus on several key practices recommended in the field, including marketing tools, messaging, analyzing data, the importance of partnerships, and the establishment of a sound recruitment plan. Friends for Youth's Mentoring Institute Program Director Sarah Kremer and Recruitment Specialist Jonathan Cowgill will also share some best practices and our own program's recruitment experiences.
Join us as we navigate what works and what doesn't work as you start your fall mentor recruitment campaigns!
Physical and Online Card Sorts: A Practical Overview and Case StudyBob Thomas
This is a practical case study where I worked with an educational testing and assessment company to help them redesign their information architecture for their corporate intranet, using an open card sort.
So many companies build corporate intranets and then don’t do anything with them, so they just languish and are ignored by employees.
The company clearly saw the benefit of a corporate intranet and wanted to improve the site for its employees. It saw this as a competitive advantage.
Putting personas to work - University of Edinburgh Website ProgrammeNeil Allison
I use personas to support the development of the University of Edinburgh's corporate Content Management System and associated services.
A significant challenge is to try to ensure that all members of the team understand and empathise with the personas that represent our CMS user group.
This session (first presented February 2014 at a Web Publishing Community session) outlines activities I use to help foster shared understanding within the team and wider group of stakeholders.
Driving measurable employee engagement with the digital workplace and intranet. he founder and President of Prescient Digital Media, Toby is an internationally recognized and acclaimed expert in the areas of intranets, digital workplace, and social media. A journalist turned communications consultant turned intranet consultant, he is specialist in intranet and digital workplace planning, governance, and measurement, and has led his company to many awards including an illustrious Webby Award.
Toby has worked with dozens of Fortune 500 and big brand companies including AMC, CBC, HSBC, Harvard Business, RBC Financial, USAA, and dozens more. He is also the founder and chair of the Digital Workplace & Intranet Global Forum conference series held annually in New York (and occasionally Los Angeles). He is also the founder and chief writer at IntranetBlog.com.
Employee engagement is critical for any digital workplace, and the intranet plays a critical role. Employ engagement refers to the level of commitment and enthusiasm employees have for their organization.
This 30-minute webinar will:
• Examine the intranet’s role in improving employee engagement
• Look at usage trends, tips for driving use and adoption
• Provide suggestions to increase the 'stickiness' of the intranet
• Also see first-hand examples and case studies from other leading intranets and digital workplaces
Hosted by Prescient Digital Media and Digital Workplace & Intranet Global Forum conference founder Toby Ward, who has now been hosting this monthly webinar for 17 years (outside of Covid).
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Presented at the Chartered Institute of Marketing, Higher Education Market Interest Group Annual Conference, 21 March, 2013.
Presenters: Dawn Ellis and Neil Allison, University of Edinburgh Website Programme.
In this 60 minute Webinar, participants will gain an understanding for:
* The real world challenges and benefits of intranet strategy
* How to quantify your intranet effectiveness with examples from a real case study of PNC Bank
* The importance of an intranet strategy
* Various research techniques to acquire employee input
* How to create measurable goals for your intranet
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In this 60 minute Webinar, participants will gain an understanding for:
* The real world challenges and benefits of intranet strategy
* How to quantify your intranet effectiveness with examples from a real case study of PNC Bank
* The importance of an intranet strategy
* Various research techniques to acquire employee input
* How to create measurable goals for your intranet
* Proven methodologies for executing the strategy
What makes a great intranet? What do the best intranets on the planet look like? How did they get there?
This informative 60-minute webinar with intranet expert Toby Ward showcases the most important ingredients of a successful intranet, with plenty of examples from great intranets.
Infusionsoft Socially Enabled Internal Communication ProposalKimberle Morrison
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“What the App?”… A Modernization Strategy for Your Business Applications John Head
It’s 2016 – your application portfolio is being reviewed and scrutinized. Email and application platforms are being separated. Users’ expectations of their work experiences are higher than ever. Your social platform is stable and maturing. But you’re invested in your applications (Notes, Domino, and much more) – what do you do? Looking through the lens of IBM ICS solutions, we will answer that question by providing a roadmap and experiences to help you choose the best path. We will deep dive into the five aspects of Application Modernization: User Experience, Cloud, Mobile, Modern Workflow & special focus on the last – Social. See demos of actual application transformations and the impact they have within an organization. We will also show how your applications, integrated into your social platform, increases productivity and engagement. Learn how new functionality in the products will make your journey easier. See live demos putting AM into practice.
Why User Experience Matters for EmployeesSoHo Dragon
Slide deck of the webinar about the importance of User Experience SoHo Dragon and Akumina hosted. The webinar was held on December 14th and is recorded. If you'd want to receive the recording get in touch with us via www.sohodragon.nyc.
Requirements Engineering for the HumanitiesShawn Day
This workshop explores how requirements engineering can be employed by digital and non-digital humanities scholars (and others) to conceptualise and communicate a research project.
requirementsEngineeringAs the field of digital humanities has evolved, one of the biggest challenges has been getting the marrying technical expertise with humanities scholarly practice to successfully deliver sustainable and sound digital projects. At its core this is a communications exercise. However, to communicate effectively demands an ability to effectively translate, define and find clarity in your own mind.
Presented to a group of interior design professionals in Mountain View, CA hosted by Doreen Yun of Windows & Beyond.
This is a followup presentation to one I did back in the Spring - it has updated tools and I hope you find them valuable and useful!
Finding warm bodies to meet your recruitment goals may be a relatively easy task. But finding the right mentors can be very difficult. Developing an effective recruitment strategy takes creativity, flexibility, innovation, and a good amount of brunt work. This month's webinar will focus on several key practices recommended in the field, including marketing tools, messaging, analyzing data, the importance of partnerships, and the establishment of a sound recruitment plan. Friends for Youth's Mentoring Institute Program Director Sarah Kremer and Recruitment Specialist Jonathan Cowgill will also share some best practices and our own program's recruitment experiences.
Join us as we navigate what works and what doesn't work as you start your fall mentor recruitment campaigns!
Physical and Online Card Sorts: A Practical Overview and Case StudyBob Thomas
This is a practical case study where I worked with an educational testing and assessment company to help them redesign their information architecture for their corporate intranet, using an open card sort.
So many companies build corporate intranets and then don’t do anything with them, so they just languish and are ignored by employees.
The company clearly saw the benefit of a corporate intranet and wanted to improve the site for its employees. It saw this as a competitive advantage.
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I use personas to support the development of the University of Edinburgh's corporate Content Management System and associated services.
A significant challenge is to try to ensure that all members of the team understand and empathise with the personas that represent our CMS user group.
This session (first presented February 2014 at a Web Publishing Community session) outlines activities I use to help foster shared understanding within the team and wider group of stakeholders.
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Driving measurable employee engagement with the digital workplace and intranet. he founder and President of Prescient Digital Media, Toby is an internationally recognized and acclaimed expert in the areas of intranets, digital workplace, and social media. A journalist turned communications consultant turned intranet consultant, he is specialist in intranet and digital workplace planning, governance, and measurement, and has led his company to many awards including an illustrious Webby Award.
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Employee engagement is critical for any digital workplace, and the intranet plays a critical role. Employ engagement refers to the level of commitment and enthusiasm employees have for their organization.
This 30-minute webinar will:
• Examine the intranet’s role in improving employee engagement
• Look at usage trends, tips for driving use and adoption
• Provide suggestions to increase the 'stickiness' of the intranet
• Also see first-hand examples and case studies from other leading intranets and digital workplaces
Hosted by Prescient Digital Media and Digital Workplace & Intranet Global Forum conference founder Toby Ward, who has now been hosting this monthly webinar for 17 years (outside of Covid).
The intranet is not a project, it’s a process. In fact, the intranet has more to do with people and process than technology, which is merely an enabler.
Designing a new or redesigning an old intranet requires a completely different approach to design than a consumer website (or mobile site, or mobile app).
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* Staffing an intranet during and after launch
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And many case studies, and real-life examples
Join conference founder and Chair, Toby Ward, as he examines and showcases some of the best intranets and digital workplace tools on Earth for this free, in-depth webinar.
Presented by Toby Ward, Founder, Prescient Digital Media, the Examining the Top Intranets presentation features 7 leading intranets and digital workplaces from the 2019 intranet conference, the Digital Workplace & Intranet Global Forum. The 2020 conference is in NYC, Dec. 1-2 (www.IntranetGlobalForum.com)
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Among the topics covered:
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* And many case study examples
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Among the topics covered:
* Intranet design, planning and structure
* Digital assistants, chatbots and AI in the digital workplace
* Using video and multimedia to engage employees
* Employee-centric approach to content and engagement
* And many case study examples
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- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
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Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
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SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
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Sadly we hear these complaints for both intranet sites and for external websites when we conduct interviews and focus groups of key stakeholders and users.
Signifies lack of tracking, measuring and analysis.
And an assumption can be dangerous as it usually relies on only a single point of reference – “I am a user” – therefore design for yourself even though your knowledge of the organization and site gives a distinct advantage…
Intranets – repository for documents along with shared drive; everyone just put everything anywhere.
Internets – more “about us” information and everything that we do…
Chances are you’re working in a team – does the whole team understand what is meant by “user”? Do you all mean the same thing?
Now about 80% of you probably have an image of a labrador in your head since it is the most popular breed in north america and its still fairly recent that the movie Marley and Me came out. Of those of you who are thinking Labradors, what age are they? personality? Are they like Marley?
And what about that other 20%? What dogs are they thinking about?
So just because you’re thinking about website users doesn’t mean you’re thinking the same…
Age
Values
Expectations
Gender - Men and women have different expectations on a website – men generally go to a site to “Do” something; women often go to a site to “find out” something
Education
Experience & career path
Skills, expertise, responsibilities, roles
Their – goals, processes & behaviours – tasks inputs/outputs
Attitudes & motivators – likes/dislikes, problems, needs/rewards
Languages, culture
Intranets: Length of service
According to Stats Canada 2006 there are 4,417,870 Canadians with disabilities
http://www.hrsdc.gc.ca/eng/disability_issues/reports/fdr/2008/page03.shtml#overview
Entry pages & Exit pages
Referrers
Common paths
Feature usage (RSS, Mobile device)
Search terms
Duration
Frequency
Tasks performed
External:
Conversion rate
Annual spending
Frequency of purchase
Products or services purchased
Channel usage
Customer support usage
Length of time as a customer
Another thing to consider is perspective – one of the things Prescient does very well is to understand both the IT point of view and the communications & marketing view point, and HR as well. Do you think the members of your team are speaking the same language when they talk about Users?
I want to take a step back a minute and just mention that you can’t do personas without having a strategy.
The essence of strategy is that you must set limits on what you're trying to accomplish. - Michael Porter
pronounced SOON-zuh,
Many organization
Personas are most often used as part of a user-centered design process for designing software or online applications, and now for websites/intranets, in which the goals, desires, and limitations of the user are considered when designing. Personas are useful in helping to guide decisions about features, interactions, and visual design. And I’m going to add content.
Interviews can include “contextual” or observational of “Day in the life” or Tasks specific activities
Intranets can include employee metrics and job descriptions
Internets can include Opt-in & buyer information, Market studies
You may have assumptions without facts and facts without assumptions
The benefits of the workshop is to get participation from a broad range of stakeholders, get buy-in for the process and personas, and get a diverse range of inputs for assumptions.
Create an affinity diagram or put in an excel spreadsheet
Assumptions can include:
Our employees love seeing their photos.
Our employees want to know holidays, expense forms, vacation days, events
Our employees want to see who is new and job opportunities.
& External:
Our users are highly educated and want RSS.
Our users want everything within 3 clicks.
Our users want to customize their options…
You may have assumptions without facts and facts without assumptions
The benefits of the workshop is to get participation from a broad range of stakeholders, get buy-in for the process and personas, and get a diverse range of inputs for assumptions.
Create an affinity diagram or put in an excel spreadsheet
Assumptions can include:
Our employees love seeing their photos.
Our employees want to know holidays, expense forms, vacation days, events
Our employees want to see who is new and job opportunities.
& External:
Our users are highly educated and want RSS.
Our users want everything within 3 clicks.
Our users want to customize their options…
How many do you need? Depending on the breadth of your audience base - at least 3 and no more than 10 otherwise unmanageable.
Start filling out the information based on the workshop and skeletons. This can be a collaborative process once it is 80% complete. It is important to include lifestyle and characteristics to make the persona as real as possible – and choose a name. the name can be alliterative (Rita the Researcher; Bob the buyer) whatever helps you remember them.
Start filling out the information based on the workshop and skeletons. This can be a collaborative process once it is 80% complete. It is important to include lifestyle and characteristics to make the persona as real as possible – and choose a name. the name can be alliterative (Rita the Researcher; Bob the buyer) whatever helps you remember them.
As you begin your information architecture and wireframes, or your design, or event your content, remember your goals and the goals of your persona. If someone suggests something ask them which persona would it before – if it isn’t for any of the personas then Question whether it is needed and ensure that your personas are complete (they may need some adjustments).
Personas give everyone quick reference points and provide value for pushing back at all those one off requests that aren’t in the best interest of your users, the website or the organization.
Once you’re finished the design you can test with personas – you can even go back to the people you interviewed at the skeleton stage.
Here is a brief overview of one persona project. The client was CSI.ca – (Canadian Securities Institute) a leading provider of professional credentials and compliance solutions for the financial services industry.
Prescient is flexible in our methodology often working with various stages that the client has completed including some research like surveys.
Logic flows included how users access the site – by user type
Focus was on goals mentioned – reducing abandonment rate and improving access to courses (increasing enrolment).
Some of the information was assumptive and then it was validated by interviews or it was discarded.
Persona 1: Looking for a Career in Financial Services
Potential student – needs broad and detailed information
Persona 2: Current CSI Student
Existing student – ready to take next steps with career so needs very specific information
Persona 3: Training Manager
Needs broad information to assist a diverse and broad range of employees at various stages of career but may focus on those established professionals ready to take next steps while providing new employees with advice to take CSC or IFC courses.
Debbie is either referred to CSI.ca or she’ll Google the certificates she needs.
Her first visit she’ll explore.
Her second visit will probably be from a bookmark page – directly to the course she’s interested in.
She’ll want to know time commitment and the exam process
John knows CSI. He is focused. He wants specific information. He has limited time. He may want to expand the certificate and should be aware of what else he can achieve
Mary needs a broader knowledge. She needs to be able to reference pages for the employees she assists. She needs to have a good understanding of what is offered, when things change and what is new – she subscribes.
Did have area for a Returning Student
The main home page received over 1,054,120 page views in the over three month period with 598,106 or about half of them being unique.
Working with personas we reduced the number of clicks to purchase a course and improved the purchasing process.
Anecdotally they believe the abandonment rate has declined 10-13%.
Whenever you are adding or changing anything on the site – its much easier to say – will that work for Bethany Buyer?
Then to re analyze all your data.
Personas can help you know your users to improve usability so that users find information, so that information is not buried, and so that wrong assumptions aren’t made on who your users are.
And, they can help prevent organic growth on sites as anything added to a site must be tied to a goal and a persona & their goal. How much easier is it to say “Does it meet Debbie, John or Mary Persona’s requirements?”
Strategy provides direction. Without it, how do you know where you are going? And how will you know when you get there? How will you know it’s a successful journey?
And along with strategy, governance needs to be in place so that you have the foundation of support to proceed.
There is no vagueness in the personas you develop.
Persona replaces the word user
Persona encompasses users but has a defined profile that can be referenced by name
Personas ensure that everyone is on the same page talking about the same requirements – critical for design
Is there a culture in your organization that will support using personas?
Facilitation is needed – it aids the process to have external assistance to take you through the initial process
What are you going to do?