The document discusses the importance of user experience in designing applications, websites, and intranets, highlighting the cumulative effect of design decisions on user satisfaction. It outlines the need for user research, interaction design, and usability assessments to meet user needs and improve adoption rates. The document also stresses the importance of involving users in the design process to effectively address their goals and challenges.

1. Designing Better Applications, Websites & Intranets

2. “ We ’ re getting a lot of calls... ”

3. “ It looks great but... ”

4. “ My customers can ’ t find... ”

5. “ Adoption is low ”

6. = bad user experience

7. product or service = application website intranet business process in-person service multi-channel service      

8. * experience is the cumulative effect all of the decisions that go into making a product or service

9. “ Design is not just what it looks like and feels like. Design is how it works.” -Steve Jobs

10. It’s all design The Elements of User Experience by Jesse James Garrett: http://www.jjg.net/elements/pdf/elements.pdf Design }

11. experience can be influenced

12. research design evaluation business requirements technical + visual design UAT

13. business needs technology +

16. business needs user needs technology + +

17. Ask them what they want?

19. Ask them what they want?

20. users are not designers - good at stating problems - not good at solutions

21. define the users who are they?

22. understand the user ’ s - goals - - motivations - - knowledge -

23. add activities that directly involve users

24. tried and true methods to: - understand users - - design & prototype - - get timely feedback -

25. user experience cards

26. Why did we make these?

27. We want to help you be successful

28. 6 Disciplines User Research Information Architecture Experience Strategy Interaction Design Usability Analytics

29. User Research Helps us understand people ’ s needs & motivations

30. Information Architecture Helps us structure information to meet peoples ’ needs

31. Experience Strategy Helps us plan a holistic approach to how we interact with customers or users

32. Interaction Design Defines how the system will behave, and how people will interact with it

33. Usability Assesses whether people can effectively use a product/service

34. Analytics Uses data to better understand how people are using your product/service

35. Discipline Stage Description Illustration Method Title

36. research design evaluation business requirements technical + visual design UAT

37. research design evaluation business requirements technical + visual design UAT user requirements functional design usability evaluation

38. UX toolbox

39. An example

40. lots of constraints - don ’ t talk to end users - - technical constraints - - limited time / budget -

41. Where is it broken? research

44. How can we quickly generate a lot of ideas? design

46. How do we document a solution? design

48. Results - bounce rate cut in half - - exit rate 1/3 lower - - 5000+ people per month - “ massive difference ”

49. How can the cards help you?

50. An introduction to UX methods

51. Suggest methods for solving specific problems

52. Suggest activities for your project plan or RFP

53. Why bother?

54. Reduce risk - lower the odds of failure

55. Increase adoption rates

56. Reduce costs

57. Shall we play a game?

58. How is the current site performing?

59. Why are users having problems?

60. What do users need/expect from the site?

61. How should the content be organized?

62. How can we know early on if our ideas are on the right track?

63. How can we ensure that our design is fully understood by the team before coding?

64. Is our proposed design usable?

65. We have competing ideas. How can we know which is best?

66. Questions?

67. Go make better experiences

68. Dennis Breen [email_address] twitter: @dennisbreen