1) The document discusses usability and user experience in product design. It defines usability as how effectively and efficiently users achieve goals, while user experience encompasses all aspects of a user's interaction with a product. 2) The document advocates for user-centered design and emphasizes the importance of involving users early in the design process. It notes that user-centered design can dramatically reduce downstream costs from issues like maintenance and product revisions. 3) The document provides an example of an early-stage concept map for a software product created using user-centered design methods. It illustrates how focusing on users early can allow for flexibility to incorporate their feedback before a design is finalized.

1. WELCOMES YOU ? Michele Wheeler
VENKATARAJAN & KARAN TAPARIA
UX - Know How
© 2014 Tangoe, Inc.
By

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What is Usability?
Usability is concerned with the
“effectiveness, efficiency and
satisfaction with which specified users
achieve specified goals in particular
environments” .
(ISO 9241-11)
What is User
Experience?
User experience is concerned with
“all aspects of the user’s
experience
when interacting with the
product,
service, environment or facility” .
(ISO 9241-210)
Usability is a narrower concept than
user experience since it only focuses
on goal achievement when using
a web site / product. By contrast,
user experience is a “consequence
of the presentation, functionality,
system performance, interactive
behavior, and assistive
Usability
vs
User
Experienc
e

8. © 2014 Tangoe, Inc.
Useful
Usable Desirable
Valuabl
Valuabl
e
e
Factors that
influence
UX

9.  Wait for requirements definition to take place and get approved →
 Consume requirements documents →
 Develop high-level site maps and workflows →
 Gain consensus and approval →
 Develop screen-level wireframes for each section of the experience →
 Present to stakeholders and gain consensus and approval →
 Create visual designs for each wireframe →
 Present to stakeholders and gain approval
(after repeated cycles of review) →
 Write The Spec, detailing every pixel and interaction →
 Usability test for future improvements →
 Hand off to development for review, approval and start of
implementation
© 2014 Tangoe, Inc.
Define → Design → Develop → Test → Deploy

10. LeanUX Inspired by Lean and Agile development theories,
Lean UX is the practice of bringing the true nature of
our work to light faster, with less emphasis on
deliverables and greater focus on the actual
experience being designed.
© 2014 Tangoe, Inc.

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Stop Wasting Users’ Time…!

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Think Like the User

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1. Product Owners
Before starting
any projects,
everyone must be
in agreement…
Stakeholders
2. Business Analysts
3. Product Champions
4. UX Analysts
5. Architects
6. Project Managers

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goals
set clear &
success criteria
for your products…
Make Happy Customers

15. dramatically improve with more contact with the END USERS…
© 2014 Tangoe, Inc.
involving the user
makes successful projects…
Both the costs and quality of a project
Reference: Keil, M., & Carmel, E. (1995). Customer-Developer Links
in Software Development, Communication of the ACM, 38 (5), pp. 33-43.)

16. UCD
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Increased
Downstream
Costs
Rush through
these steps
Rush through
these steps
InInvveesstmtmeennt ti nin r eressoouurcrceess
Less
ProUcesCs D
Not In Place…
Increased
Downstream
Costs

17. UCD
More
UCD
© 2014 Tangoe, Inc.
Reduced
Downstream
Costs
Proactive
User Centered
Analysis
Proactive
User Centered
Analysis
Help Desk
Product Revision
Implementation
InInvveesstmtmeennt ti nin r eressoouurcrceess
Process
In Place…
Reduced
Downstream
Costs

18. © 2014 Tangoe, Inc.
The freedom to design
is high in the
beginning,
when we know
the least…
Probability
Getting smart early
allows one to
incorporate good ideas
before the
site is frozen...
Benefits of UCD
Early in the Design Process…

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 Every $1 invested in UCD returns between $2 and $100
(Pressman – 1992)
 The average software program has 40 design flaws that impair
employees' ability to use it. The cost in lost productivity is up to 20%
(Landauer 1995)
 One company saw its data-entry staff decrease by a third after
usability improvements of an internal application
(Mayhew & Bias, 1994)
 80% of software life cycle costs occur during the maintenance phase
(Pressman – 1992)
 63% of software projects exceeds there estimates
Because; Frequent request for changes by users, Overlooked tasks,
Users lack of understanding of there own requirements,
Insufficient user analyst communication and understanding
(Lederer and Prassad - 1992)
 80% of maintenance comes from unforeseen and / or
unmet user requirements
(Martin – 1983)

20. Accessibility means providing an easy access to all. In terms of
Web, accessibility means making websites, web applications
accessible for people with different forms of disabilities so as to
provide them equal level of information and services.
© 2014 Tangoe, Inc.
easy access to all…

21. AAssssiissttiivvee TTeecchhnnoollooggyy
© 2014 Tangoe, Inc.

22. means what?
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Do you know
WAI - ARIA
Web Accessibility Initiative –
Accessible Rich Internet Applications…

23. WW33CC’s’s P POOUURR P Prriinncciipplleess
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 Operable
 Understandable
 Robust

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Design is
SCIENCE
anAd RT…
The SCIENCE of UCD includes levels of objectivity…
The ART of UCD includes levels of subjectivity…

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early
User Centered Design
outcome…

26. Contracts and Tariffs
Data Management Utility
Public Dashboards
Privilege Policies
Employees
Vendors
DMU Manager
Forecasting
© 2014 Tangoe, Inc.
Assets
Assets
Contracts and Tariffs
Data Management Utility
Security
Tenants
Bill Viewer
Security
Tenants
Bill Viewer
Public Dashboards
Tables
Users
Roles
Tables
Users
Roles
Privilege Policies
Employees
Vendors
DMU Manager
Forecasting
Modules
Components
Modules
Components
MxAdmin
MxAsset
MxAssure
MxExpense
MxInsight
MxAdmin
MxAsset
MxAssure
MxExpense
MxInsight
MMoodduuleless

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ThankYOU
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