How following a user centred design process - whether for a library website or for designing signage and way finding through a physical library - makes for a good user experience (UX) and happy patrons. By designing based on data rather than opinion or personal preference, a design can be validated long before coding or begins.

1. MAKING HAPPY PATRONS
The science behind good user experiences
Hilary Little, Senior User Experience Designer | www.hilarylittle.com | @HiLittle
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2. All aspects of the end-user's
interaction with your organization,
its services, and its products.
UX
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3. 3

4. 97%
of websites
fail at UX
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5. “It really just means
making sure that
something works well:
that a person of average
ability and experience can
use the thing – whether
it’s a web site, remote
control, or revolving door
– for its intended
purpose without getting
hopelessly frustrated.”
– Steve Krug
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6. There’s a process for that.
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7. good UX =
high usability.
usability =
the extent to which something can be
used by specified users to achieve specified goals
with effectiveness, efficiency and satisfaction
in a specified context of use.
The process we follow to ensure a good UX.
User Centred Design
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8. User Centred Design
DesignResearch Test
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9. functional
reliable
usable
pleasurable
Hierarchy of UX needs
Available and accurate
Easy to use
Enjoyable
to use
Works as coded
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10. functional
reliable
usable
pleasurable
Works as coded
Available and accurate
Easy to use
{Test the
code
Enjoyable
to use
Measuring success
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11. functional
reliable
usable
pleasurable
Works as coded
Available and accurate
Easy to use
{Test the
code
{Test the
design
Enjoyable
to use
Measuring success
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12. Observe them in their
natural habitat
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13. “Ford’s quality ratings
plunged and a
feature meant to
increase loyalty
instead damaged
perceptions of the
company.”
Nick Bunkley, NYT
Ask Ford.
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14. Do not ask users what they want
"If I had asked people what they wanted,
they would have said faster horses."
Henry Ford
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15. Observe them
What users say and what they do are different.
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17. Outdated design process
Design decision
Revise
Done
Boss
likes it?
YesNo
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18. “One of usability’s most
hard-earned lessons is
that ‘you are not the
user.’ If you work on a
development project,
you’re atypical by
definition.”
-Jakob Nielsen
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19. Outdated design process
Design decision
Revise
Done
Boss
likes it?
YesNo
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20. Evidence-based design process
Design decision
Iterate
Keep it
Users
successful?
YesNo
Test with users
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21. Total cost of one design decision
Time
10,800 additional
person daysMoney
$3 million dollars in
additional operating
costs
Risk
At least 60
additional targeters
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22. Based on R. Pressman (2000), Software Engineering:A Practitioner's Approach and Ehrlich and Rohn, Cost-Justification of Usability Engineering:AVendor’s Perspective, In Bias & Mayhew (1994) Cost-Justifying Usability.
$1000
$10,000
THE COST OF FIXING BAD DESIGN
Design Develop Deploy
$100
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23. “Provide a simple and
convenient payment option”
- PRESTO
“PRESTO – It’s that easy”
“Life is easier with PRESTO”
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24. “Maddening, cumbersome, punitive.”
“I call it ‘PAINSTO’.”
“Presto is by far the most confusing, not
user friendly, not convenient service
ever. Their phone line even worse.”
- CUSTOMERS
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25. “I want convenient, easy
and fast fare payment.”
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27. “Uptime of the website meets or exceeds PRESTO
standards. Customer convenience features are functional
and available.”
functional
reliable
usable
pleasurable
Available and
accurate
Easy to
use
Enjoyable
to use
Works as
coded
x
x
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28. Really?
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29. 29

30. “I am no longer
a Presto user.”
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31. You don’t know it’s usable until you test it with users.
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32. Ninja UX:
Prototype designs.
Test them with users.
See where they run into problems.
Fix them.
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33. Sweet spot:
5 users
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34. •4-6 tasks
•Create a prototype
•Ask users to “think aloud”
•No coaching!
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35. Bad task:
Search for “LoveYou Forever:The Best of Robert Munsch”
and reserve it.Good task:
You are going on a road trip with your children tomorrow and
want to keep them entertained while you drive. How would
you find a Robert Munsch audiobook you can pick up on your
way home from work?
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36. “You just finished reading Malcolm X and are interested in
checking out which other Pulitzer-prize winning biographies
the library carries. How would you find them?”
“Find the United States heading in our Awards section.”
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37. Recruiting users
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38. Metrics
•Task completion rates
•Errors
•Time on task
•Satisfaction
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39. Designing for
pleasure:
It’s all in the details.
tp://nothingbutbonfires.com/photos/1838342742/set/72157603044198558
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40. Answer questions
before they’re
asked.
List of ways to design for pleasure from: : http://boxesandarrows.com/from-satisfaction-to-delight/
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41. Communicate using a heightened
degree of respect, tolerance and
empathy.
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42. Maximize
user capacity
for insight,
curiosity and
perception;
create the
desire to
engage.
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43. Intelligently
personalize
experiences
based on
past needs,
behaviors or
purchases.
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44. Recognize
connections or
relationships of
value to the user.
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45. Demonstrate that you
know and understand the user.
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46. Provide pleasant surprises.
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47. UX
functional
reliable
usable
pleasurable
Works as coded
Available and accurate
Easy to use
{Test the
code
{Test the
design
Enjoyable
to use
Design decision
Iterate
Keep it
Users
successful?
YesNo
Test with users
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48. Ninja UX Code of Honor
• Know your user, and you are not your user.
• Don’t ask users what they want.
• Make design decisions based on data, not opinion.
• Treat design as a hypothesis to test.
• Fail early and fail often.
• Go the extra mile. UX
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49. Go make happy patrons!
UX
Hilary Little, Senior User Experience Architect | www.hilarylittle.com | @HiLittle
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