This document discusses how storytelling can be used throughout the user experience design process. It describes how storytelling is already part of common UX methods like user research, scenarios, and usability testing even if it's not called stories. The document advocates collecting stories from users and developing stories for personas to understand users' needs and explore design ideas. It also presents how stories can be used to create realistic contexts for usability testing tasks.

1. Storytelling YourWay to a BetterUser ExperienceWhitney QuesenberyKevin BrooksUPA BostonJune 2010

2. IntroductionsResearcher in new UI technologiesPerformance storytellerStorytelling as a pivotal part of the creation, performance, and design process.User researcherTheatre designerStorytelling as a way to understand user, culture, and context in UX design

3. Storytelling is already part of UXUnderstandSuccess?SpecifyEvaluateDesign

4. Success?Storytelling is already part of UXUnderstandSpecifyEvaluateDesign

5. Storytelling is already part of UX…We just don’t call them storiesUserresearchAnalysisField studiesCard sortingSite visitsCluster sortingContent analysisEvaluationDesignUsability TestingScenariosWireframesPrototype walk-throughLog Analysis

6. Storytelling is already part of UX…We just don’t call them storiesYou can use stories to enhance the usability work you are already doing.andYou can use stories to help you start bringing people into the center of the process.

7. We all tell stories

8. Listening ExerciseWork in pairs - with someone you don’t know1 minutes to speak - then switchSpeaker’s job - speak about something relatively comfortableListener’s job - just listen. Don’t have to talk, interrupt or fill silences.Talk aboutthe time on your way here thatyou were the most bored.

9. “Story” is not just a fancy word for broadcasting informationStories start with listening.

10. A story is shared by everyone who hears itFirst the storyteller shapes the storyAs they listen, the audience members form an image of the story in their own minds.

11. A story is shared by everyone who hears itThe storyteller and the audience each affects the other and shapes the story they create.The most important relationship is between the audience and the story.The audience is a part of the story each time it is told.

12. A story is shared by everyone who hears it…but heard by each person in their own way

13. The relationships around a story are called the Story Triangle

14. Relationships shift as you movefrom story listener to story teller

15. We’re going to talk aboutCollecting storiesPersonas and their storiesStories for testing

16. Collecting stories

17. While you are listening,turn on your juicy story filterYou are looking for stories that….You hear from more than one source.Have a lot of action detail. Have details that illuminate user dataSurprise or contradict common beliefsAnd are clear, simple, and compelling.

18. Structure the discussion to encourage stories“Have you ever [done something]?” “How often do you [do that thing]?”“What makes you decide to [do that thing]?”“Where do you [do that thing]?” “When was the last time you [did that thing]?” “Tell me about that.”

19. Look for patterns in the stories,just like any other user research data

20. These story fragments might grow into a story“When I’m waiting for a bus, I wish I had a way to know when it will arrive.”“I love seeing lots of people on the metro platform. It usually means a train will arrive soon.”“When the bus stop isn’t well marked, I always worry whether I’m in the right place.”“If I’m running late, I can drive if I’m going to miss the train.”

21. Personas stories

22. Data  PersonaAged 30-45Well educated45% married with childrenOver half use the web 3-5 times a week65% use search enginesElizabeth, 32 years oldMarried to Joe, has a 5-year old son, JustinAttended State College, and manages her class alumni siteUses Google as her home page, and reads CNN onlineUsed the web to find the name of a local official

23. Stories for your personas let you explore situations and ideasThe persona as a character provides perspectiveThe relationships create the contextThe imagery suggests emotional connectionsThe language can suggest the voice of the persona

24. There is nothing more frustrating than waiting for the bus in the snow when you’re already running late for work. Sandra didn’t like snow much anyway, but she liked standing at her bus stop even less. Had she missed it? Was it even running with all this snow?She ran over her options in her mind. None of them were going to get her to work on time.

25. What design ideas does the story suggest?Put bus schedules on the web with real-time updatesSend a text message and get a message back with the ETA for the next busSigns at the bus stop saying how long until the next oneService alerts with emails about problems And stories help you explore ideas in context!

27. Evaluating with stories

28. Stories can be used to create scenarios for usability testingThey create a realistic context because they are based on real stories.They give you a range of stories and perspectives to draw on.

29. You commute to work on a suburban bus line. You have a meeting in the morning, and don’t want to be late.But, as you eat breakfast you see that snow is piling up on the road. Find out if your bus is running on time this morning.Transforming a story to a test taskTurn the story to set up the situtation, then let the participant “finish the story” as the test task.

30. Stories can make your usability work more effective

31. Storytelling for User Experience:Crafting stories for better designWhitney Quesenbery & Kevin Brookswhitneyq@wqusability.combrooks@media.mit.eduBlog and book sitewww.rosenfeldmedia.com/books/storytelling/Ilustrations available under Creative Commons www.flickr.com/photos/rosenfeldmedia/