Mike Biggs gave a presentation on user experience (UX) design. He began by introducing himself and his background. He then discussed the history and definition of UX, explaining that UX considers a person's perceptions and responses resulting from using a product. Biggs described where UX lives in an organization and provided examples of good and bad UX. He outlined the typical UX design process, including discovery, definition, design, development, and delivery stages. Biggs concluded by discussing different UX environments and tools that can be used.

1. USER EXPERIENCE
Demystifying it with Mike Biggs
@MetaMikeBiggs

2. A BIT ABOUT ME
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Mike Biggs
Instigator, Digital Strategist, Product Innovator, Management Consultant,
Agilist, Lean UXer….. essentially a T-shaped person.
Places and projects:
▫︎Currently work at ThoughtWorks
▫︎Previously worked in digital agencies, NSW Government, Freelance..
▫︎Clients (past & current) include: CommBank, Vodafone, Macquarie Bank,
Perpetual, Toshiba, MTV, VMware, The Rocks/Darling Harbour Precincts,
Gatorade…
▫︎Interesting stuff I’ve done: an Instagram rip-off, Hackathon Mentoring,
Smart forms (that’s right, forms are interesting!), Soccer viewing iPad
app.

3. Your experience of tonight is
governed by your expectations as
much as what is actually delivered.
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4. A BIT ABOUT YOU
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Tell me about yourselves:
▫︎Developer vs design folk
▫︎Delivery vs business people
▫︎New vs seasoned

5. WHAT YOU’LL LEARN
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!
▫︎Understand what we mean when we talk about UX (User Experience)
▫︎Where has it come from? - the need of humans…
▫︎Where it lives
▫︎The UX process
▫︎What are the deliverables
▫︎Environments
▫︎What Next?

6. UX HISTORY
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1988

7. UX HISTORY
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1998

8. WHAT IS UX?
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!
ISO 9241-210
Human Centred Design
!
[1] defines user experience as "a person's
perceptions and responses that result from the use
or anticipated use of a product, system or service".

9. WHAT IS UX?
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!
“User experience has broadened into being: every
single touchpoint your that forms your business -
your brand.”
-Velvet Onion

10. WHAT IS UX?
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11. WHAT IS UX?
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12. WHAT IS UX?
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13. WHAT IS UX?
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14. WHAT IS UX?
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15. So..where does UX live?
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16. WHAT IS UX
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Living in a Silo?
▫︎An excellent structure for holding knowledge
▫︎Also excellent at withholding knowledge
▫︎Ensures UX is done RIGHT
▫︎Does not ensure UX is actually done
▫︎IS a bottleneck
▫︎Does not address cultural change
▫︎Commonly found in Waterfall environments

17. WHAT IS UX
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Cross functional UX?
▫︎Everyone’s responsible
▫︎Can also mean no one’s responsible
▫︎Potential consistency issues
▫︎Huge cultural advantages
▫︎More common in mature Agile environments

18. If UX is problem solving,
then a UX designer is a facilitator.
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19. What problem are we solving again?
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20. 20

21. WHAT IS UX
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At its heart, UX design aims to solve the problem of usability.
Usability is defined by 5 quality components:
▫︎ Learnability: How easy is it for users to accomplish basic tasks
the first time they encounter the design?
▫︎ Efficiency: Once users have learned the design, how quickly can
they perform tasks?
▫︎ Memorability: When users return to the design after a period
of not using it, how easily can they reestablish proficiency?
▫︎ Errors: How many errors do users make, how severe are these
errors, and how easily can they recover from the errors?
▫︎ Satisfaction: How pleasant is it to use the design?

22. WHAT IS UX
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Examples: Good and Bad
▫︎ Login Sequence

23. WHAT IS UX
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Examples: Good and Bad
▫︎ Affordances / Cognitive load

24. WHAT IS UX
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Examples: Good and Bad
▫︎ Memorability / Satisfaction- Microinteractions

25. WHAT IS UX
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Examples: Good and Bad
▫︎ Memorability / Satisfaction- Microinteractions

26. WHAT IS UX
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Examples: Good and Bad
▫︎ Error Reporting

27. WHAT IS UX
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Examples: Good and Bad
▫︎ Persuasive design (copy)

28. WHAT IS UX
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Examples: Good and Bad
▫︎ Memorability - Navigation

29. WHAT IS UX
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Examples: Good and Bad
▫︎ Cross Channel

30. WHAT IS UX
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Examples: Good and Bad
▫︎ Labelling / IA - Also, Cognitive Load

31. WHAT IS UX
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Examples: Good and Bad
▫︎ Cross Channel

32. Basically..
“Don’t make me think”
-Steve Krug
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33. THE UX PROCESS
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34. THE UX PROCESS
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The 5 D’s
▫︎Discover
▫︎Define
▫︎Design
▫︎Develop
▫︎Deliver

35. THE UX PROCESS
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The Double Diamond:

36. THE UX PROCESS
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The Design Thinking Process:

37. THE UX PROCESS
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Discover Stage. Goal: To understand the User and their context.
Main contributor: User Researcher
Methods:
▫︎ Ethnographic research
▫︎ User diaries
▫︎ Interviews
▫︎ Card sort
Outputs:
▫︎ User stories & personas
▫︎ Problem statements
▫︎ Affinity diagrams
▫︎ Semantic Maps

38. EXAMPLES OF ACTIVITIES DELIVERABLES
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Ethnographic Research

39. EXAMPLES OF ACTIVITIES DELIVERABLES
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Empathy Maps

40. EXAMPLES OF ACTIVITIES DELIVERABLES
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Personas

41. THE UX PROCESS
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Define Stage. Goal: To define the high level requirements of any design output.
Contributors: Information Architect, Mythical UX Generalist, Project Manager,
Product Manager.
Methods:
▫︎ Development of Product Requirements
▫︎ Define Information Architecture including Tree testing
▫︎ Project Plan development
!
Outputs:
▫︎ Product Requirements Document
▫︎ Tree testing report
▫︎ Project Plan

42. THE UX PROCESS
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Content Inventories & Sitemapping

43. THE UX PROCESS
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Design Stage. Goal: To design artefacts which address the problem as defined.
Contributors: Information Architect & Interaction Designer
Methods:
▫︎ Paper prototyping
▫︎ Digital Wireframing
▫︎ Explicit use of Usability Quality Metrics
▫︎ User Testing
▫︎ Visual Design Concepts
Outputs:
▫︎ Validated prototypes & wireframes
▫︎ Revised sitemap
▫︎ User flows
▫︎ UI designs
▫︎ Brand/ Marketing buy-in re visual design

44. THE UX PROCESS
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User Flows

45. THE UX PROCESS
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Think ‘views’ not pages

46. THE UX PROCESS
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Content Matrix

47. THE UX PROCESS
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Content Matrix
Pre Event At Event Post Event
Desktop
Mobile

48. THE UX PROCESS
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Paper Prototypes

49. THE UX PROCESS
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Wireframes

50. THE UX PROCESS
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Develop Stage. Goal: To build software that will deliver the design as intended.
Contributors: Primarily Developers
Methods:
▫︎ Technical Architecture design
▫︎ UML
▫︎ Setup testing environment
▫︎ Release management
!
Outputs:
▫︎ Actual code
▫︎ No ‘UX’ deliverables
!

51. THE UX PROCESS
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Deliver Stage. Goal: To release software to market.
Contributors: Primarily Developers
Methods:
▫︎ Test cases
▫︎ Testing
!
!
Outputs:
▫︎ Test reports
▫︎ No ‘UX’ deliverables
!

52. THE UX PROCESS
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What is this process?

53. ENVIRONMENTS
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Environments:
▫︎Waterfall
▫︎Agile
▫︎Lean

54. WHAT’S NEXT
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Where is UX going?
▫︎Product Management
▫︎Service Design
▫︎Industries/ contexts
Where you can go:
▫︎Human Computer Interaction
▫︎Lean Validation Board
▫︎Designing the organisation

55. TOOLS & RESOURCES
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▫︎ mockflow.com < I use this one- cheap, good and you can share
wireframes with clients/stakeholders remotely
▫︎ balsamiq.com < popular
▫︎ http://www.optimalworkshop.com/ < A suite of tools for organising
your Information Architecture, then testing it. Also includes a tool for
rapidly testing early designs/ sketches called Chalkmark.
Recommended.
▫︎ loop11.com < allows you to remotely track how a user response to a
detailed wireframe or full website design.
▫︎ Human Computer Interaction cousre-https://www.coursera.org/course/
hciucsd
▫︎ Lean Validation Board- for Startups and Product development, but is
just as useful when addressing UX - https://
www.leanstartupmachine.com/validationboard/

56. THANKS
Mike Biggs
@MetaMikeBiggs
ThoughtWorks
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