(Note: This talk was given by Dorian Freeman on Wednesday, April 12, 2017 at Harvard University.)
Talk:
How are the apps and websites you work on perceived by the people who use them?
As content editors, designers, researchers, and developers, it’s hard not to focus on specific details in isolation rather than looking at the larger context. This makes it even more important to remember the mental models and expectations people have as influencing their perception of usability of your products.
What affects perception? How do you measure it? What happens if perceptions are not what you had anticipated?
Bio:
As User Experience Lead (Academic Technology / HUIT / HPAC / HWP), Dorian Freeman focuses on the user experience of the administrative interface of OpenScholar. She is founder of the Harvard UX Groupcommunity of practice, created to connect user experience practitioners at Harvard, now at close to 90 members. She also runs a working group to manage the community of practice, and currently teaches an IT Academy UX Fundamentals course* open to all staff. She joined Harvard in July 2013. LinkedIn: https://www.linkedin.com/in/dorianfreeman
Twitter: @dorianshmorian
Teaser: How to Win Students & Influence Learningellensmyth
Abstract
Adapting Dale Carnegie's proven motivational techniques to the online classroom, faculty can ignite a passion for learning in an otherwise academically adrift generation of students.
Evaluating a mobile toolkit for designing mobile learning activitiesThe Mind Lab
MacCallum, K. & Parsons, D. (2017). Evaluating a Mobile Toolkit for Designing Mobile Learning Activities. Proceedings of 16th World Conference on Mobile and Contextual Learning. Cyprus. ACM.
Teaser: How to Win Students & Influence Learningellensmyth
Abstract
Adapting Dale Carnegie's proven motivational techniques to the online classroom, faculty can ignite a passion for learning in an otherwise academically adrift generation of students.
Evaluating a mobile toolkit for designing mobile learning activitiesThe Mind Lab
MacCallum, K. & Parsons, D. (2017). Evaluating a Mobile Toolkit for Designing Mobile Learning Activities. Proceedings of 16th World Conference on Mobile and Contextual Learning. Cyprus. ACM.
RDAP 15: Faculty Outreach: Creating a "Third Space" of the 4th DimensionASIS&T
Research Data Access and Preservation Summit, 2015
Minneapolis, MN
April 22-23, 2015
Part of “Developing Data Literacy Programs: Working with Faculty, Graduate Students and Undergraduates”
Megan Sapp Nelson, Engineering Information Specialist, Purdue University
Conducting Needs Assessment
Assessing Relevant Characteristics of the Learners
Analyzing Characteristics of Work Setting
Performing Job, Task, and Content Analysis
Trio of Trouble - Design Thinking, Lean, and AgileJonny Schneider
First presented at Agile Australia, June 2017.
Which way is right? They all are. This talk untangles what these movements, mindsets, and approaches mean, and helps teams and leaders to choose the right bits at the right times, and bring it all together into one big happy collaboration.
Reflective Practice, Collaboration, and Stakeholder Communication: Where Does...Tiffany Smith
This handout accompanies the 2014 AEA research presentation entitled "Reflective Practice, Collaboration, and Stakeholder Communication: Where Does the Field of Evaluation Stand?"
Reflective Practice, Collaboration, and Stakeholder CommunicationTiffany Smith
This presentation accompanies the 2014 AEA research presentation entitled "Reflective Practice, Collaboration, and Stakeholder Communication: Where Does the Field of Evaluation Stand?"
Ten years ago there were no educational products available for K-12 Math that were truly adaptive. Now just about everyone claims to be adaptive in some way. But what does it mean to be “adaptive”? How do these products work? And how do you evaluate which best fits your needs?
In this presentation, Nigel Green, Vice President of User Experience at DreamBox Learning, discusses the evolving definition of adaptive learning and it's application in varying technologies and approaches, including: how different student actions and behaviors can inform an adaptive engine, how adaptive learning programs can be integrated into your blended learning models, and some of the possible futures of adaptive learning.
Guerrilla (or Agile) Evaluation for LearningJulie Dirksen
Workplace Learning & Development professionals have a problem -- too often they don't get enough (or any) feedback on the efficacy of their designs. What can we do to fix that?
Ready, Aim, Fire: A presentation about technology integration and iPad integr...Joan E. Hughes, Ph.D.
In this presentation, I speak about the challenges of technology integration with a group of U.S. K-12 district superintendents and principals. I use my recent research on a high school's endeavor to integrate iPads into teaching and learning to situate my remarks about technology integration. Topics covered include: school change, vision/goals for technology integration, my RAT (replacement, amplification, transformation) model for assessing lessons that integrate technology, and using subject-specific problems of practice to drive technology-related professional learning for teachers.
Product Anonymous: After Research - Creating Useful & Well Executed Research ...Jess Nichols
So you’ve completed your customer interviews - but now what?
How do you make sure that you’re creating the right insights based on all of your data? How do you advocate for your findings across product development, especially when they conflict with business objectives?
In this presentation, Jess will share how to set yourself up for success in the most important part of the user research journey - After Research. Learn how to effectively synthesise your qualitative data, create reusable and actionable insights & advocate your research across your team.
Eric Mattison, Senior Analyst at Vertex Pharmaceuticals and former ABCD W3 co-chair, will explain how the Internet of Things (IoT) is being used to streamline scientific processes, shortening the time-to-market for life-saving drugs. The talk will include:
- What is IoT? Just another buzzword to get budget allocation from C-level executives, or an actual game-changer?
- How we got here: the technologies and economics that make IoT possible
- Implementations, large and small (the small ones are the most interesting)
Bio
Before selling out to almighty Mammon, Eric Mattison was an impoverished journeyman web serf here at Harvard, extolling the virtues of Python, Django and web APIs. Now a Senior Analyst at Vertex Pharmaceuticals, he works to streamline internal business processes using Python, Django and web APIs.
(This presentation occurred on October 11th, 2017)
5 Steps to (Remote) Team Bliss: How to Build Thriving, High-Performing (Remot...Harvard Web Working Group
Description: Jen will discuss tools and tips for evoking the best performance from every team member – even when they’re never in the same room! She’ll reveal how to be a superstar mentor and how to GTD so that teams run like well-oiled machines. In sum, this will be a talk about how anyone who leads teams can leverage the power of people skills to making a positive difference in the world.
Bio: An expert in the science of organizations, Dr. Jennifer Bunk has extensive experience teaching diverse audiences how to apply science to make workplaces better. She received her Ph.D. in Industrial/Organizational Psychology from the University of Connecticut in 2006. After 10 years in the academic world, she launched Jen Bunk Ventures and People Stack Academy. As a tech leadership coach, she helps tech managers build thriving, high-performing teams. She has also served a variety of organizations in Greater Boston including coding bootcamps and local meetup groups. http://peoplestackacademy.com http://jenbunk.com/
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Ten years ago there were no educational products available for K-12 Math that were truly adaptive. Now just about everyone claims to be adaptive in some way. But what does it mean to be “adaptive”? How do these products work? And how do you evaluate which best fits your needs?
In this presentation, Nigel Green, Vice President of User Experience at DreamBox Learning, discusses the evolving definition of adaptive learning and it's application in varying technologies and approaches, including: how different student actions and behaviors can inform an adaptive engine, how adaptive learning programs can be integrated into your blended learning models, and some of the possible futures of adaptive learning.
Guerrilla (or Agile) Evaluation for LearningJulie Dirksen
Workplace Learning & Development professionals have a problem -- too often they don't get enough (or any) feedback on the efficacy of their designs. What can we do to fix that?
Ready, Aim, Fire: A presentation about technology integration and iPad integr...Joan E. Hughes, Ph.D.
In this presentation, I speak about the challenges of technology integration with a group of U.S. K-12 district superintendents and principals. I use my recent research on a high school's endeavor to integrate iPads into teaching and learning to situate my remarks about technology integration. Topics covered include: school change, vision/goals for technology integration, my RAT (replacement, amplification, transformation) model for assessing lessons that integrate technology, and using subject-specific problems of practice to drive technology-related professional learning for teachers.
Product Anonymous: After Research - Creating Useful & Well Executed Research ...Jess Nichols
So you’ve completed your customer interviews - but now what?
How do you make sure that you’re creating the right insights based on all of your data? How do you advocate for your findings across product development, especially when they conflict with business objectives?
In this presentation, Jess will share how to set yourself up for success in the most important part of the user research journey - After Research. Learn how to effectively synthesise your qualitative data, create reusable and actionable insights & advocate your research across your team.
Eric Mattison, Senior Analyst at Vertex Pharmaceuticals and former ABCD W3 co-chair, will explain how the Internet of Things (IoT) is being used to streamline scientific processes, shortening the time-to-market for life-saving drugs. The talk will include:
- What is IoT? Just another buzzword to get budget allocation from C-level executives, or an actual game-changer?
- How we got here: the technologies and economics that make IoT possible
- Implementations, large and small (the small ones are the most interesting)
Bio
Before selling out to almighty Mammon, Eric Mattison was an impoverished journeyman web serf here at Harvard, extolling the virtues of Python, Django and web APIs. Now a Senior Analyst at Vertex Pharmaceuticals, he works to streamline internal business processes using Python, Django and web APIs.
(This presentation occurred on October 11th, 2017)
5 Steps to (Remote) Team Bliss: How to Build Thriving, High-Performing (Remot...Harvard Web Working Group
Description: Jen will discuss tools and tips for evoking the best performance from every team member – even when they’re never in the same room! She’ll reveal how to be a superstar mentor and how to GTD so that teams run like well-oiled machines. In sum, this will be a talk about how anyone who leads teams can leverage the power of people skills to making a positive difference in the world.
Bio: An expert in the science of organizations, Dr. Jennifer Bunk has extensive experience teaching diverse audiences how to apply science to make workplaces better. She received her Ph.D. in Industrial/Organizational Psychology from the University of Connecticut in 2006. After 10 years in the academic world, she launched Jen Bunk Ventures and People Stack Academy. As a tech leadership coach, she helps tech managers build thriving, high-performing teams. She has also served a variety of organizations in Greater Boston including coding bootcamps and local meetup groups. http://peoplestackacademy.com http://jenbunk.com/
Jay Luker will be presenting an introduction to Ghost Inspector, a cloud-based web UI testing service that takes some (some!) of the pain away from creating browser-based, web application tests. Think Selenium, but for projects that are short on the resources, infrastructure and/or coding expertise to confidently develop and manage a suite of fully automated, “good-enough” UI tests.
Jay is a Senior Software Engineer at Harvard DCE where he works on back-end applications and software for analytics data collection, deployment automation, and integration testing for the Extension School’s video processing and delivery system. Previously he has been an IT Specialist at the Smithsonian Astrophysics Data System, and a Software Developer at Ex Libris.
An Introduction to MongoDB
MongoDB is a rapidly growing noSQL database solution used by many major companies and favored by startups for its simple design and setup. Its greatest advantage is the ability to use the unstructured data type, BSON, which allows developers to avoid writing, maintaining and upgrading schema. Unlike some SQL options, it has scaling and redundancy built-in and allows for quick ad-hoc querying of any data. This talk will go over the basics of data insertion/retrieval, compare querying between SQL and MongoDB, work through some advanced queries like map/reduce and aggregation, and look at the more sophisticated features from a 10,000 ft view.
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Event: http://w3.abcd.harvard.edu/ai1ec_event/intro-to-mongodb/
On October 14, 2015, Michael Gill gave a presentation entitled "The Process of Communication, A Practical Guide for Project Managers." Communication is not about knowing the process. Communication is about managing the process. A successful project manager communicates effectively by setting and managing expectations throughout the lifecycle of a project and, by doing so, creates redundancy in a fluid industry. The importance of a simple and redundant communication framework cannot be overstated. Referencing my book, The Process of Communication, I will focus on the role of pre-production and the importance of Requirements Gathering, establishing a teams Level of Effort, communicating Assumptions and through the development of these tools establishing a realistic Timeline. I will speak about how all of these deliverables are used to manage clients expectations as obstacles arise and requirements change.
Universal Design for Learning: A framework for addressing learner diversityHarvard Web Working Group
On September 9, 2015, Sam Johnston gave a talk entitled "Universal Design for Learning: A framework for addressing learner diversity". Educators designing online and blended programs are responsible for ensuring the success of all students including those with physical, sensory, and learning disabilities, differing cultural and linguistic backgrounds, and various motivations for learning. Providing accessible learning materials to postsecondary students with disabilities is essential — and required by law. Assistive technology and accessible materials can lower barriers to access. However, access to materials is not the same as access to learning. “The purpose of education is not to make information accessible, but rather to teach learners how to transform accessible information into useable knowledge” (CAST, 2012). Universal design for learning (UDL) is a framework to improve and optimize teaching and learning for all people based on scientific insights into how humans learn. This session provides an overview of UDL with examples from open educational resources (OER) development. We will showcase UDLonCampus.cast.org, a collection of resources on UDL for postsecondary stakeholders to help them provide flexibility in instructional materials, teaching methods, and assessments.
On May 14, 2015, Jeff Winkler gave a talk at Harvard University's Lamont Library titled "Intro to ReactJS."
Description
Created by Facebook and Instagram, React has recently been embraced by companies and organizations including Airbnb, Khan Academy, Reddit, the BBC, and Code Academy. This presentation will be especially interesting for those using or planning to use javascript libraries such as angularJS, backbone.js, ember.js, and others.
For this talk, Jeff Winkler will present:
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- An examination of how React implements Computer Science principles from Functional and Object-Oriented. The discussion will consider the impact on maintainable large-scale systems.
Biography
Jeff Winkler, is a professional developer* in the Boston area and organizer of the Boston ReactJS Meetup. In addition to the ReactJS Boston Meetup, Jeff works with React professionally at TapJoy and runs http://react.rocks.
(* Full-stack guy. ReactJS, Rails, TDD. Best OODA loop wins)
On November 12, 2014, Elizabeth Quigley gave a talk titled "UX @ Harvard's IQSS."
Details of the talk appear below.
---------------------------------------------
When: November 12th @ 3:30-5:00pm
Title: UX @ IQSS
Who: Elizabeth Quigley, Usability Specialist, Data Science Team, Institute of Quantitative Social Science
Where: Harvard University, Lamont Library, Forum Room
Description: Over the past year and a half, the Institute for Quantitative Social Science (IQSS) has integrated multiple user experience methods into their product development cycle to enhance the user experience for multiple products and websites developed at IQSS.
Elizabeth Quigley, Usability Specialist at IQSS, will outline how to start a user experience program for your products and/or websites, demonstrate the UX methods she uses, and show examples of how the UX of IQSS products and websites has been enhanced through these methods. If you have ever wondered how to start a user experience program, this is the talk for you.
Bio: Elizabeth has an M.S. in Library and Information Science from the School of Library and Information Science at Simmons College. She has conducted user research on the collaborative processes and profiles of undergraduates interacting with a Microsoft surface table, academic portals, the use of a library website by faculty members as well as the products and websites developed at the Institute for Quantitative Social Science.
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.
On May 14th, 2014 David Marshall, Senior Web and Application Developer at the Harvard School of Public Health, gave a talk entitled "Responsive Design: Building for a Modern Web."
David is a senior web and application developer at the Harvard School of Public Health, where he is responsible for maintaining the main website and other web applications. He recently rebuilt the HSPH website to make its design responsive and to reduce page size and load times. His current work focuses on PHP development for the WordPress CMS as well as on CSS3 and HTML5. Prior to joining the web team at HSPH, David’s work as an independent contractor included founding Club Site Solutions, a company that developed specialized websites and online registration systems for private clubs.
Demystifying UX – A toolkit approach to better, cheaper & faster experience d...Harvard Web Working Group
On April 9th 2014, Mary Kennedy, User Experience, Product Design & Management expert, gave a talk entitled "Demystifying UX – A toolkit approach to better, cheaper & faster experience design."
UX / User Experience is booming as a practice and methodology. However, there is often misunderstanding and mystery around UX basic practices. Join us for a discussion of simple tools and processes to use as a reliable toolkit from project to project. Yes, they take time to complete but these practices in the early stages of design mean lower rates of change later in the project - translating to lower cost, faster timelines and more solid design decisions.
On September 11th, 2013, Doug Roerdon, Vice President for User Experience Design Strategy, gave a talk entitled "Will my helicopter fit in your garage?" essentially a plea from “the rest of us,” whomever that may be. Over the past decade or so of creating user experiences in a digital world, the original 80-20 rule has silently and inadvertently become a fundamentally different 80 rule, where satisfying just 80% of users has somehow become acceptable. And it really isn’t, from user or business points of view. In fact, the 20% in many situations has shrunk in percentage but grown in importance.
Michael Lowry, Design Director of Mobile at Fidelity Investments, presented "Every Screen is a Touchscreen" at Harvard ABCD's May 8th 2013 meeting. Summary: The era of the mouse and desktop is quickly fading yet many designers are still approaching user interfaces with dated design principles and patterns. Designers now need to account for a multitude of new device types and input methods. Michael exposes some of the complexities and opportunities of this new world and suggest that assuming all screens are touchscreens is a necessary first-step to a successful web design.
On April 10, 2013, Eric Mattison gave a talk on Tastypie: Easy APIs to Make Your Work Easier.
"Have you ever dealt with any of these problems:
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- Long Development Cycles?
- Replicated Code?
- Scope Creep?
- Restless Leg Syndrome?
Tastypie can help you solve these problems and more!”
Michael Rossetti lead a talk that focused on MIT's upcoming service offering known as Drupal Cloud. We will try to go over what the service offers, the goal of the service, why we chose Drupal, our custom Drupal distrobution, a brief description of the infrastructure, the status of the project, the road map of the project, and ideally showcase a few of our pilot participants sites and give a little demo.
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Speaker: The Open Scholar Team
Date: Wednesday, 2/20/2013 (3rd Wednesday of the month)
Time: 12:00-1:30
Location: CGIS Knafel Building, 1737 Cambridge Street, Bowie-Vernon Room (K262)
For more information about Open Scholar please visit, http://openscholar.harvard.edu/
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Presented by Ari Rizzitano on
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Just about everyone has an idea for a web app, whether you want to implement a business tool, found a startup, or just host a fun project. Learn how to tackle design and technical challenges, take advantage of best practices, power through obstacles, and grow your idea into a successful application.
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A hands-on sketching workshop for managers, developers, designers, and pretty much anybody with hands and eyes.
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- And if we have time, how to draw an owl
Bio:
Jason is an independent designer and illustrator. He builds prototypes, designs websites and web apps, and creates large-scale visual notes at conferences. He's worked for a bunch of design agencies and startups. And he thinks you're just swell.
On April 11th, 2012, Mat Marquis gave a presentation to the ABCD WWW group on An Introduction to jQuery Mobile.
Learn how to use jQuery Mobile to build dynamic HTML5-based web sites
and apps that work on all popular mobile platforms. We’ll go over the
basics of using the framework and discuss ways we can use it to create
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devices from a single unified codebase.
Mat "Wilto" Marquis is a designer-slash-developer working at Filament
Group in Boston. Mat is a member of the jQuery Mobile team, technical
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speak.
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Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
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[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
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Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
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EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
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2. “Watch what they do,
instead of listening to
what they tell you.”
3. WATCH WHAT
THEY DO
• Behavioral research
• Quantitative
• The HOW
• Examples:
• A/B
• Eye tracking
• Analytics
• Usability testing: task success, time on task
4. LISTEN TO WHAT
THEY TELL YOU
• Attitudinal research
• Qualitative
• The WHY
• Examples:
• Contextual inquiry
• Interviews
• Feedback
• Open-ended comments
15. PERCEPTIONS
CHANGE OVER TIME
“I need to remember that, from my users’
perspective, they don’t have that magic
perfect product in their head. They can
only compare to their current reality. If I
make improvements over what they’ve
got now, no matter how far it is from my
ideal, I’ve made their lives better.”
- Nadyne Richmond
Hi! I’m Dorian Freeman. I’m user experience lead in HUIT/Academic Technology/Harvard Web Publishing/ Harvard Public Affairs and Communications. I’ve been at Harvard nearly 4 years. I also run the Harvard UX group community of practice, and facilitate the IT Academy User Experience Foundations class. I thought I’d talk with you today about something I’ve been thinking about. Perception is reality.
“Watch what they do, instead of listening to what they tell you.” You’ll hear this a lot from user researchers, because often someone using your app or website will tell you an interaction is easy, but as you watch them, you might find they have in fact created a complex series of steps as work-arounds to make up for problems in the flow. However, if you had listened earlier on, you would have heard about the problems.
My argument today is that you need to be sure to do both: watch and listen.
“Watching what they do” is behavioral research (studying behavior), and in some cases you can put numbers behind it- it can lean more into the quantitative realm. Researching people’s behavior is very valuable in learning about HOW they actually use the app or website. Some examples are: A/B testing, eye tracking, analytics, and usability testing such as task success and time on task.
https://www.nngroup.com/articles/which-ux-research-methods/
“Listening to what they tell you” is attitudinal research (studying attitudes). It is qualitative, opinion-based, subjective, and can give you insight into perspectives, context, emotions, expectations, how people view themselves, your website or app, and the world (their mental models). It can tell you WHY they behave the way they do. Some examples are: contextual inquiry, interviews, feedback from support and other sources, and open-ended comments in usability testing.
This research gives you insight into someone’s perception of the experience.
https://www.nngroup.com/articles/which-ux-research-methods/
When I was a kid, this was my main means of communication to people who were not in the same location as me. It was heavy, often stuck to a wall, and had a round dialer, which took quite a bit of effort to turn. I remember so clearly the feeling of holding the heavy phone in one hand, the cord with the other, the handset nuzzled between my shoulder and my ear, the tug when I reached the end of the cord. When you walked away from it, you no longer had a connection. Disconnected. Unconnected.
https://img0.etsystatic.com/003/0/6620830/il_fullxfull.361866372_e5e7.jpg
Contrast to now, when most of us always have a device close by which tracks our every move, and can either connect us in an instant, or is continuously connected with almost anyone in the world.
(GO BACK to phone image)The interesting thing is, the slow dial, the lack of constant connectivity, we were fine with it. We had the ability to communicate when we were near a phone, and that was amazing, and we were grateful. Of course the immediacy to handle an emergency wasn’t there, if you weren’t near a phone. But that was all we knew. Would the people in this room be fine with that situation now?
http://cdn2.expertreviews.co.uk/sites/expertreviews/files/styles/parallax_large/public/2017/01/best_smartphone_2017.jpg?itok=VxzGJgor
So what changed? Our perceptions were changed due to the disruption caused by the invention of cell phones and then smart phones. The way we perceive the world has changed. It’s no longer enough to only have intermittent availability to that constant connection.
To us now, the mental model of everyday life includes that connection, and to imagine living without it elicits an almost physical reaction. Is it essential? Maybe to some who are in life-threatening situations, yes, but for most of us, is it really? In a way, Perception is Reality.
What we perceive is our reality. No, cell phones are not essential. Most of us will not collapse if we lost our cell phones. But man, it sure feels like a huge loss when we do. What is the perception here? Try to tell someone they don’t need a cell phone. What will they say? What is their reality?
Here’s your question of the day: How are the apps and websites you work on perceived by the people who use them?
It’s hard not to focus on specific details in isolation rather than looking at the larger context. This makes it even more important to remember the mental models and expectations people have as influencing their perception of usability of your products. Here are more questions-
Do people see each feature of your software or application as distinct, important and valuable tools that help them achieve their goals? Do they notice the care we put into the typography, the spacing around an error message, the subtle animation in a transition that guides them to the next step, or even the fact that a particular feature ‘works as intended’? Do they care about the flow from one screen to the next?
Do they care about any of it? If they do care, at what point do they care, and in what situations? - Mostly they care when something stops them (or slows them down) from doing what they want to do.
People don’t use your apps or websites to use your apps or websites. They use them as a means to get something done. If something is getting in their way, in the larger context, and is blocking them from moving forward, if something isn’t aligned with the way they perceive that things SHOULD be, THAT is when they care, and they care A LOT.
Can you blame them?
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And to bring it closer to home, what about those times when we create interactions that are for their own good— for example to make sure their connections are secure, to prevent identity theft, and phishing attacks— and we have no other option but to slow them down and make them take an extra 15- 30 seconds to authenticate twice, to accomplish their goals? How do they perceive that?
By now, everyone should have the HarvardKey Two-Step dance going, and the DUO app installed. How difficult is it to use? No judgment here. I’m not saying that Two-Step is bad; on the contrary, it’s done wonders for our security. I was involved in the user research of the “sign up for Two-Step” flow.
Have we gotten to the point where yes, it stops us a little, and maybe we whine about it, but we’re used to it and accept it, like the telephone experience I had as a child?
Now think about this. Has anyone seen this yet?
[video] https://www.youtube.com/watch?v=beZQlrb8ZuU
This video is hilarious! But there is a thread of truth here. It is telling us something. What do you think it is?
In this moment for this student, THIS is the perception of the 15-30 seconds we have to spend on authenticating. Think about the stress level the student is experiencing. What happens if his assignment is not submitted on time? How does that affect his day? His career? His life? To the student, the stakes feel MUCH higher in this situation.
When do you get stopped by Two-Step? What situations are you in? How does that affect your day- your career- your life?
And, whose perception of reality is more real, yours or the student in the video?
So, which mental model do you design for? Do you change the application, try to change people’s points of view, or wait for their perceptions to change? What would you do?
Again, doing qualitative, attitudinal analysis, with things like interviews, contextual inquiry, and usability testing helps measure perception. The SUS -the System Usability Scale- is another way to measure perceptions as well. SUS measures the perceived usability of an application, but it doesn’t give you details like talking to someone would. You end up with a lot of insight from the things the participants tell you.
Looking at videos created by students is evidently another way to get feedback.
What do you do to make the people using your app or website more at ease in a stressful situation? Kenneth Berger, who was the first product manager at Slack, says you need to add some “peaks” to your “valleys”. His solution to the anxiety someone might feel by the “Are you sure?” message on an alert was to add a ‘shouty rooster’.
http://68.media.tumblr.com/40b572cee34c3582e9f55e2dc6706421/tumblr_ni78rfKAZf1qea4hso1_500.gif
MailChimp adds an animation before and a high five after sending email. These don’t all have to be shouty roosters and chimps, but adding some humor to break the tension is one way of creating a better experience.
http://68.media.tumblr.com/40b572cee34c3582e9f55e2dc6706421/tumblr_ni78rfKAZf1qea4hso1_500.gif
Sometimes we get surprised by listening. I recently did usability testing on a revisions feature we’re building in OpenScholar. We’ve had many requests over the years to have the capability of creating revisions. Being able to revert to an old version enables you to bounce back and forth in time. There may be a serious error on a page that has been published- where’s the undo? Or maybe you have a moment in time that repeats- maybe you could use the same content every year (probably with some date changes) for an event you hold yearly.
The goals behind my testing were to:
See if people could understand the feature quickly, even without documentation
See how easily they were able to perform the steps required to use the feature
See how they felt about the feature - how useful is it?
Understand the context in which they would be using it
I knew that we were not including something in the new feature that I assumed was a deal-breaker: the ability to compare two versions side by side, and to have changes between them highlighted- a regular part of any versioning feature.
I asked all 5 of the study participants to rate the revisions feature on a scale of 1-10, with 10 being the most useful. The average usefulness rating was an 8; with the mention that it would be a 10 if the side-by-side comparison/highlighting was there. An 8! Why was it so high without what I assumed would be so essential? (Note: always great to test out assumptions!)
They understood that they were going from nothing to something- from no capability for revisions, to finally having them. The overall relief at the fact that we were working on it at all made them predisposed to liking it. For the people who had been requesting it, the perception is that this is huge.
What do you think will happen after 2 or 3 months of regular use? My guess is that the requests for the comparison will come in sooner rather than later. Their perceptions of usability will change the more they use it. (Again, it will be good to test out this assumption in a few weeks.)
Perceptions change over time. Current reality is in constant flux.
“I need to remember that, from my users’ perspective, they don’t have that magic perfect product in their head. They can only compare to their current reality. If I make improvements over what they’ve got now, no matter how far it is from my ideal, I’ve made their lives better.” Nadyne Richmond
And then there is the memory element, from Daniel Kahneman’s TedTalk, The Riddle of Experience vs. Memory (he wrote the book Thinking Fast and Slow). He tells us that Perceptions can often be driven by the last part of an experience.
“He said he'd been listening to a symphony, and it was absolutely glorious music and at the very end of the recording, there was a dreadful screeching sound. And then he added, really quite emotionally, it ruined the whole experience. But it hadn't. What it had ruined were the memories of the experience. He had had the experience. He had had 20 minutes of glorious music. They counted for nothing because he was left with a memory; the memory was ruined, and the memory was all that he had gotten to keep.”
So what do we do to keep perceptions positive?
Look for pain points- places where we block people’s progress. Pain points might feel more painful at the end of an interaction flow because those are more easily remembered.
Think about what small changes you can make that will help people align with their own mental models or clearly explain the difference, if you are proposing they change those models. Change is hard for people!
If you can’t get out of their way while they are trying to accomplish something, find a way to make that journey more pleasant. (Make sure you have peaks with your valleys.)
Don’t forget about stress cases (edge cases). Do the research to find out what those stress cases are and see what you can do to accommodate them. Understand the full context of the situations in which people will use your software or app to get something done.
Make sure you understand how perceptions are changing by staying in touch with feedback and talking to the people who visit your websites or use your applications, and adjust for those changes if necessary.
Hopefully this has given you some things to think about.
Thank you!