Learning through making
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Prototyping and evaluating UX as part of the design process - a presentation for the 2017 Masters Class of Interaction Design at UTS, Sydney
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Learning through making
- 1. Copyright Telstra© Learning through making Prototyping and evaluating UX as part of the design process
- 2. Copyright Telstra© Hello! Erietta Sapounakis Product Design Team Manager Product Innovation Telstra @erietta Takeaways Anything can be prototyped The value of testing early and iteratively Tips to get started An intro to UX metrics
- 3. Copyright Telstra© The design process can feel uncertain at times The Process of Design Squiggle by Damien Newman, Central Office of Design http://cargocollective.com/central/The-Design-Squiggle The real danger is falling in love with your ideas early on
- 4. Copyright Telstra© Concept Hypothesis Sketches Paper prototype s Mock-up ads, videos Wireframes Interactive prototype s Beta product Product You design for customers Scenarios
- 5. Copyright Telstra© Customer research Concept testing “Guerrilla” testing Heuristic evaluation Usability testing Service enactments Hypothesis Value proposition testing Soft launch pilot Surveys, interviews A/B testing Market research Sketches Paper prototype s Mock-up ads, videos Wireframes Interactive prototype s Beta product Product So design with them Scenarios Concept
- 6. Copyright Telstra© Testing ideas early provides clarity, direction, and objectivity Sketches Paper prototype s Scenarios Concept testing “Guerrilla” testing Mock-up ads, videos Wireframes Value proposition testingCustomer research A sketch, a scenario, an early wireframe, a paper prototype… can all be tested
- 7. Copyright Telstra© Test prototypes iteratively as you develop them and in context if you can Service enactments Interactive prototype s Wireframes “Guerrilla” testing Usability testing Guerilla testing of an early new bill mock-up with a customer and staff memberFormal usability testing of a prototype of a device unboxing and set up experience Paper prototype s Mock-up ads, videos Scenarios
- 8. Copyright Telstra© Service enactments Usability testing Wireframes Interactive prototype s Beta product Before launch we test each touch point as an end-to-end experience
- 9. Copyright Telstra© Testing allows us to learn quickly, cheaply, and iteratively, reducing risk and build costs. $ $$$ Programmers spend 50% of their time on avoidable rework. The cost of fixing an error after development is 100 x that of fixing an error before development. Reference: The ROI of User Experience with Dr. Susan Weinschenk https://www.youtube.com/watch?v=O94kYyzqvTc
- 10. Copyright Telstra© Testing with just 5 users reveals 85% of usability problems Test with 3-6 users in each design sprint Test with more if you need a statistically significant sample Why You Only Need to Test with 5 Users by JAKOB NIELSEN on March 19, 2000 www.nngroup.com/articles/why-you-only-need-to-test-with-5-users/
- 11. Copyright Telstra© The fundamentals of testing T – Tell me E – Explain D – Describe Set the scene in a scenario that participants can imagine themselves in. Set tasks for the user to complete Ask open questions. Ask participants to think out loud. Stay neutral. Don’t justify or explain your design. “What do you expect might happen next?” “Is that a good thing, or a bad thing? “Do you find that easy to understand, or hard to understand?”
- 12. Copyright Telstra© Formal metrics can be used as design fidelity increases Concept testing Usability testing End-to-end service walkthroughs & performance evaluation • Learn, gather feedback, and insight. • Understand needs and problems. • Narrowing choices. • Find problems, improve comprehension, effectiveness, and usability of the UX. • Testing each touch point across the end-to-end experience • A/B testing • Sales, Downloads, Conversion rates, Click through rates • Increased self-service • Reduced front-line interactions • Measure improvement over time: • System Usability Scale (SUS) • After Scenario Questionnaire (ASG) • Desirability Toolkit • Likelihod to recommend (LTR)
- 13. Copyright Telstra© System Usability Scale (SUS) Metric as of February 2017, n=10 (Round 1 = 5, Round 2 = 5) Confidence Interval at 95% Lower Confidence SUS Upper Confidence 78.5 84.5 90.5 Against target of 70+ Q Positive Statement < Strongly Disagree Strongly Agree > 1 2 3 4 5 1 I think that I would like to use this App (frequently) 3 5 2 2 I found this App to be simple 8 2 3 I thought this App was easy to use 6 4 4 I think I could use this App without support [of a technical person] 2 8 5 I found the various functions in this App were well integrated 9 1 6 I thought there was a lot of consistency in this App 6 4 7 I would imagine that most people would learn to use this App very quickly 1 4 5 8 I found this App very intuitive 2 4 4 9 I felt very confident using this App 4 6 10 I could use this App without having to learn anything new 2 8
- 14. Copyright Telstra© Likelihood to Recommend Score is a predictor of Net Promoter Score Metric as of February 2017, n=5 Distribution (n=5) 20% Passives 80% Promoters Frequency 2 3 4 5 6 7 8 9 10 n=1 n=4 How likely is it that you would recommend [company / service / product] to a friend or colleague? Where 0 is not likely at all and 10 is very likely.
- 15. Copyright Telstra© Microsoft Desirability Toolkit https://www.nngroup.com/articles/microsoft-desirability-toolkit/
- 16. Copyright Telstra© After Scenario Questionaire 1.00 2.00 3.00 4.00 5.00 6.00 7.00 Share Wi-Fi Password Run a speed test Overall Satisfaction Round 1 Round 2 Feature A Feature B Q After Scenrio Questionaire < Strongly Disagree Strongly Agree > 1 2 3 4 5 6 7 1 Overall, I am satisfied with the ease of completing the tasks in this scenario 2 Overall, I am satisfied with the amount of time it took to complete the tasks in this scenario 3 Overall, I am satisfied with the support information (online helpm messages, documentation) when completing the tasks
- 17. Copyright Telstra© 17 Make iterative prototyping and testing part of your practice. + www.nngroup.co m To make you stand out as a UX candidate
- 18. Copyright Telstra© Ready to test? Customer research Concept testing “Guerrilla” testing Heuristic evaluation Usability testing Service enactments Hypothesis Value proposition testing Soft launch pilot Surveys, interviews A/B testing Market research Sketches Paper prototype s Mock-up ads, videos Wireframes Interactive prototype s Beta product Product Scenarios Concept
Editor's Notes
- The difficulty of coming up with an idea The hard work of getting it to look, feel and work right Convining others – colleagues, clients – that it’s a good idea The uncertainty of whether customers will like it … let alone use it
- Prototypes frame the discussion in reality and use, helping to avoid hypotheticals and opinion.
- Testing in a usability lab - End-to-end service walkthrough.
- 15% projects fail because of Badly defined requirements Poor communications Stakeholder politics
- The ‘System Usability Scale’ (SUS) is a Software and UX industry standard, reliable and valid metric that measures the perceived product usability. Following completion of the set tasks, participants were asked to complete a post study questionnaire. The reference table below highlights the highest frequency of each score for each question.
- Following completion of each set task in Round 1, participants were asked to complete the ‘After Scenario Questionnaire’. (This is a standardised measure of satisfaction that covers 3 aspects of usability - effectiveness, efficiency and support) Three questions are rated on a scale of 1 - 7, where 1 is Strongly Disagree and 7 is Strongly Agree.
- Next talk add slide on recruitment. & How to present findings to stakeholders and team mates.