Jess McMullin presents three secrets of successful user experience design: 1. Disobey opinions and discover user behavior to guide design decisions. Use research methods beyond surveys. 2. Fail faster by iterating designs with users to mitigate risks. Use low-fidelity prototypes. 3. Be explicit by tying UX efforts to project success using metrics and governance to build organizational support.

1. Three Secrets of Successful User Experience Design Alberta Municipal Web Group presented by Jess McMullin nForm User Experience | www.nForm.ca March 27, 2008

2. INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION

3. INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 1

4. JESS I’m

5. 1996

6. 2003

15. IDEAS+ TOOLS

17. INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 2

20. Elements of UX Jesse James Garrett “The Elements of User Experience”

25. RECAP SAME PAGE

26. INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 3

27. How can teams design solutions that create the most value?

28. value centred design

30. BUSINESS GOALS HUMAN NEEDS OFFERING DELIVERY

31. HOW

32. SECRET #1

33. DISOBEY

34. DON’T DO WHAT YOUR USERS TELL YOU TO DO

35. DON’T DO WHAT YOUR BOSS TELLS YOU TO DO

36. INSTEAD

37. discover behavior

38. obey behavior, not opinion SECRET #1

39. market research vs. user research

40. SOME TOOLS

41. research industry

43. ethnography guerilla

45. box design the

46. Design the Box How To Design the Box Create a box for the product, even if it isn’t shipped in a box. Elements for the Box Front: Name Tagline 3 key selling features Imagery / Color / Type (Later) Box Back: Feature Set System Requirements From Jim Highsmith, Cutter Institute

47. sketching conversational

50. map experience

52. RECAP VALUE

53. Disobey opinion. Discover behavior to guide system design decisions. Go beyond market research.

54. INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 4

55. How can teams minimize risk and maximize benefits as they adopt new approaches?

57. surprises NO

58. You what?

59. HOW

60. SECRET #2

61. FAIL FASTER, TOGETHER

62. DON’T TRY TO GET IT RIGHT THE FIRST TIME

63. INSTEAD

64. TRY TO DO IT RIGHT THE FIRST TIME

65. Iterate together to mitigate risk SECRET #2

67. Process Overview

68. NOT RUP By itself

69. harmful iteration

70. Review & Approve

71. Review & Approve

72. Power Imbalance

73. Exercise

74. Draw a house

75. Pair Up. Person who’s birthday is next is the reviewer.

76. Review the house. How well does it match the house you drew?

77. Now draw a house together.

78. To design the right solution we have to define the right problem.

79. SOME TOOLS

80. Working Together Get People

81. paper prototype

83. sketchboard

85. model alignment

87. How to align user needs, business drivers, and online offerings.

88. swimlanes

90. usability testing

92. RECAP RISK

93. Fail faster: iterate to mitigate risk. Use low-fi methods to prototype early and often.

94. INTRODUCTIONS SAME PAGE? VALUE RISK ADOPTION PART 5

95. How can teams ensure organizational support and buy-in for user experience beyond a one-off pilot or experiment?

96. Crossing the Chasm Geoffrey Moore “Crossing the Chasm” 1991

97. HOW

98. SECRET #3

99. BE EXPLICIT

100. IF PEOPLE DON’T KNOW ABOUT UX THEN DOES UX MATTER?

101. Clearly tie UX efforts to project success SECRET #3

102. SOME TOOLS

103. metrics

105. skunkworks

106. PARTNER PILOT PUBLICIZE

107. experience governance of

108. The nForm Web Management Model

111. RACI Responsible Accountable Consulted Informed

113. RECAP ADOPTING

114. Tie UX to project success. Use metrics, champions, and granular governance to build UX buy-in.

115. closing in

116. DISOBEY FAIL FASTER BE EXPLICIT

117. http://www.sxc.hu/photo/890642

118. Thank You! jess DOT mcmullin AT nform.ca 1.800.670.7025 www.nForm.ca www.bplusd.org www.slideshare.net/jessmcmullin

119. jess DOT mcmullin AT nform.ca 1.800.670.7025 www.nForm.ca www.bplusd.org www.slideshare.net/jessmcmullin Questions?