The document discusses tangible user experience (UX) design. It introduces Jason Cooper and Therese Gruneberger as UX professionals and provides an agenda for the talk, including understanding UX, user research techniques, practical examples, and a question and answer section. User research techniques like interviews, usability testing, and prototyping are described. The document argues that while UX can seem intangible, the methods used to achieve good UX like user research are tangible. Specific examples of contracts finder and HE EAST are discussed.

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Tangible UX – It’s not what you do, it’s the way you do it!
Tangible User Experience

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Tangible UX – It’s not what you do, it’s the way you do it! 1
Introductions
Jason Cooper
Lead Architect – User Experience at IPL
Have worked across multiple channels and industry from
award winning apps for banks to touch screen desktop
applications for telecommunications.
jason.cooper@ipl.com
@JasonMeCooper

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Introductions
Therese Gruneberger
UX Designer
Experienced User Researcher, who has worked with users of a
wide range of background and ages.
therese.gruneberger@ipl.com
@gruneberger

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Contents
• Understanding UX
• The user research role
• Why is it vital to user centric design?
• Practical techniques
• Examples from the field
– Contracts Finder
– HE EAST

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Tangible UX – It’s not what you do, it’s the way you do it!
UX is NOT UI

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UI is how it looks,
UX is how it works

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• Field research
• Face to face interviewing
• Creation and administering of tests
• Gathering, organizing, and
presenting statistics
• Documentation of personas and
findings
• Product design
• Feature writing
• Requirement writing
• Graphic arts
• Interaction design
• Information Architecture
• Usability
• Prototyping
• Interface layout
• Interface design
• Visual design
• Taxonomy creation
• Terminology creation
• Copy writing
• Presentation and speaking
• Working tightly with
programmers
• Brainstorm coordination
• Company culture evangelism
• Communication to
stakeholders

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UX can be considered ‘intangible’
but
how we achieve it is ‘tangible’

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Tangible UX – It’s not what you do, it’s the way you do it!
UX Process

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GDS

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Government Digital Service
Context
We help government make digital
services and information simpler, clearer
and faster. We put users' needs before the
needs of government.
Government Digital Service

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User research

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The user research role
Definition
Involved in all stages of the project
Develop understanding
and empath for end users
Analyse existing research
and conduct further
research where needed
Work closely with the design and development team
providing guidance based on knowledge of users’ needs
and behaviours
Help answer outstanding questions about the users and the
design of the service being created

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User surveys
Remote
usability testing
Lab based
testing
Remote
usability testing
Focus groups
One-to-one
interviews
Heuristics
Guerrilla testing
Desk research
Ethnography
Focus groups
Card sorting
User surveys
Techniques based on GDS timeline
Discovery Alpha Beta Live

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Where they lay on the landscape

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Tangible UX – It’s not what you do, it’s the way you do it!
Engage
Discovery, Personas and User Journey

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Personas
• Output from discovery phase
• Data and research driven
representatives of the users and their
wants and needs
• Act as proxies since can’t run every
decision past actual end users.
• Determines behaviours, motivations,
and limits of the system (must do,
must not)
• Helps development teams relate to the
end user
Practical techniques

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Customer Journey

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Design
Information Architecture, Common Components,
Lo-fi Prototypes

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Information architecture

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Information architecture

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Common Components
Tables
Toggle buttons

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IPL’s Content Catalogue

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IPL’s Content Catalogue CC_01 = Coffee House
CC_01 = Coffee Home
Generates
resource files

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Lo-fi Prototypes

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Build
Style Guide, Hi-fi prototypes

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Style Guide
• Visual appearance of
the screens and
common components

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Accessibility
• All for one and one for all…
• Web Content Accessibility Guidelines – Aim for AA by standard by default
• Nationwide Building Society

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Tangible UX – It’s not what you do, it’s the way you do it!
Hi-fi Prototypes
• Defining design
iteratively

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Lab based user testing
• Provides qualitative data
• User completes specified, realistic
tasks
• Find pain points
• Not the best for understanding how
the user behaves
Practical techniques

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Ethnographic research
• Observation
• Helps gather insights
• Can provide extremely rich insight
into ‘real life’ behaviour.
• Most valuable at the beginning of
a project
• More realistic data
Practical techniques

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Guerrilla testing
• Faster, cheaper and less formal
research method
• Meaningful data at low cost
• Quick validation
• Short sessions
• Participants not recruited
• Rich and insightful qualitative
output
• Participants may not always match
the target audience
Practical techniques

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Contracts Finder
Example from the field
• Competitor research to analyse how other countries and
procurement services currently provide a similar service
• Lab based user testing conducted with real users sourced
from Government bodies
• Guerrilla testing conducted on a small sample of public
participants
• Heuristic evaluation conducted throughout to ensure
intuitive design and accessibility

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HE EAST
Example from the field
• Personas, 5 persona types each with a specific need
within the system
• Card sorting to develop Alpha sitemap
• Workshops to help discover user requirements and
develop stories
• Guerrilla testing conducted regarding user interface
elements
• Going forward:
– Lab based user testing
– Guerrilla testing with more targeted user groups as
specialised product
– Heuristic evaluations conducted throughout the design
process

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In Summary
• UX is not UI
• Engage, Design, Build - Engage, Design, Build - Engage, Design, Build - Engage, Design, Build
• Simpler, clearer and faster
• The role of the user research – not just for Christmas…
• Use the right tool for the right job
• Content is King, But Context is Queen

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COMPANY CONFIDENTIAL
Q&A