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User Experience & Design Update Q1-2017
- 1. Digital Strategy Usability & Design Update 2016 – 2017
- 2. - Agenda - Introducing Kaitlin Schrum 1 Year Anniversary Why UX Is Hard Digital Strategy Update Performance Marketing Style Guide & APPM Analytics & Mobile
- 3. Introducing Kaitlin Schrum • Graduate of Embry-Riddle Human Factors Psychology • ANSYS Inc. • Gadgetcat.com
- 5. 2012 – 2016 Web Services Department 2016 – 20XX Digital Strategy Teams Development & Integration Communication & Content CRM Usability & Design Web Producer Web Designer Web Content Web Developer
- 7. Why UX Is Hard
- 9. Usability & Design = User Experience
- 10. User Story: As a customer, I want to be able to view the items in my cart so that I know for sure what I’m purchasing. Requirements: 1. Display the name of each item in the shopping cart. 2. Display the quantity of each item in the shopping cart. bit.ly/erauagilequiz1 bit.ly/erauagilequiz2
- 11. Escalating UX
- 12. P e r s p e c t i v e
- 13. 300 SNOW Requests & Projects 2016 - 2017
- 14. Projects - 9 UX Requests - 22 (list is not exhaustive) • ProEd Redesign** • Flight Ops UI • DBCTLE Homepage • Dual Enrollment Redesign** • DubLabs Mobile** • CRM Journey Maps • Style Guide** • IT Retreat Journey Maps • WW Course Search • BI Dashboards* • ERNIE IT • New Ed Inc Widget • Research Redesign* • IDD Course Workload • IDD Student Activity • Space Suit • ERNIE Department • Performance Marketing** • NextGen • ERNIE VPN • A/B Test WW Hero Image • Assure UAS • COE SOAR *resource to a project manager ** notable Web Accessibility Checklists & APPM Completed 200+ SNOW Requests SNOW Requests & Projects 2016 - 2017
- 15. APPM Checklists Training Web Accessibility – WACG Level AA Perceivable Operable Understandable Robust
- 16. Channel/Tactics Impressions Landing Page RFI Visits Facebook, Google, Bing, Retargeting, Organic 6,000,000 40,000 723 Budget: $21, 643 Estimate Cost Per Lead: $30 Conversion Rate: 2% Performance Marketing Team Chrissy + Molly + Stephanie + Daniel + Damon + Benny
- 17. Style Guide & Web Publishing APPM
- 18. Congratulations! Competency achieved in Google Analytics and Mobile Sites knowledge via certification exam. • Daniel Waddell • Simon Berube • Damon Fuller *George Hanns, COC *Stephanie Holland, GAIQ We live on these things! User Experience Analytics & Mobile Sites Exams
- 19. Professional Education CURRENT REDESIGN • Usability testing • A/B testing • Card sorting • 5 sec test • Wireframes • Mockups • Requirements • User Stories • Web Flows • Lessons Learned
- 20. REDESIGNCURRENT Dual Enrollment • Usability testing • Info Architecture • Card sorting • Wireframes • Mockups
- 21. ERAU Mobile App (DubLabs) • Survey • Usability testing • A/B Testing • New Icons • Brand Color • Grid View • Dashboard View Thanks Jim!
- 22. By definition, a user experience is good when it delights its users and poor when it frustrates them. Yet, it might not be the direct users—those people who interact with the product or service directly—that a poor design might be frustrating. There are indirect users, often within the organization, that find the design frustrating too. ~ Jared Spool, Founder of UIE End Digital Strategy Update
Editor's Notes
- Happy anniversary to IT, 1 yr ago IT reorganized and this may be old hat for some of you and for others significant change took place. Some of us transitioned from a non-IT background into IT and new departments and teams created. Digital Strategy was created under leadership of CC including: DCom, DCon, CRM, UAD, Dev While the other teams have been around in some form, UAD was a new concept for IT and the university. Through her vision and leadership, Becky realized IT needed to improve it’s UX across the enterprise where applicable. Overall I think we’ve done well
- As web services we were one big team and there was a lot of [cross functionality] and now we are discreet teams with specific functions as opposed to…. Digital Strategy was created under leadership of CC including: DCom, DCon, CRM, UAD, Dev While the other teams have been around in some form, UAD was a new concept for IT and the university. Through her vision and leadership, Becky realized IT needed to improve it’s UX across the enterprise where applicable. We solve business problems using user centered design, data and analytics making things useable, accessible, effortless, and delightful.
- Do you remember your Freshman year in High School, College? Our Freshman year was a year of Storming and Norming within the Digital Strategy and working with our IT Partners too. We’ve had many discussions about processes and lessons learned in our 2nd Sitecore project etc and we’ll continue to implement key learnings going forward.
- Let’s discuss some of the challenges and key learnings experienced with integrating a new service within an existing portfolio of services.
- Integrating any new service into an existing portfolio of services is challenging because you may have to change culture and that’s hard and my job is to continue to educate, advocate, and in some cases evangelize, so if you here me repeating things it’s b/c I am reinforcing key concepts. According to the 2017-18 UX industry report, here are top challenges faced by UX teams and I’ve identified areas where we need improvement: UX consistency with the three items below Clarifying customer requirements and change requests and how do we annotate that within our deliverables While we do a great job of collaborating within our individual teams [Wed: design thinking] , we need to do a better job within digital strategy, in projects, and with our IT partners Deliverable hand-off to our team mates; we need to improve how this is managed [we have our tools and they have their tools etc.]. Let’s continue with some specific examples…
- I got some feedback via 360 that I spoke to some IT partners derisively and while that’s not who I am as person. I would never intentionally talk to anyone in that matter no matter who you are nevertheless I did some introspection because you never want to dismiss someone’s feelings. And then I had a conversation with George about are methods last week and in that conversation it occurred to me that we view usability differently. Whereas I see usability as a subset of UX, my IT partners might consider it one in the same and hence our misunderstanding…. Don’t let the team name confuse you, we perform UX services…
- A year ago many of my staff didn’t know what Agile is nor what a user story is If you’re working with a team or leading a project with a team using Agile methods, you will need to understand it’s concepts (ie: sprint, backlog, user story) and how to integrate it into your project schedule: Agile-Fall if you will. Because we work closely with the Dev team, I’ve had my team take Agile courses from Udemy and I created a quiz to assess their competency too. If you want to assess your Agile knowledge visit links. User Story is written in simple language and speaks to the reason and benefits. (As a <type of user>, I want <some desired outcome> so that <some reason>.) Requirement documents often contain things like executive summaries, scope, risks, and set the level of quality for functionality, performance, and user experience. Differences requirements lay out specific detail while the user story example leaves room for discussion. requirements documents are rarely updated (show proed requirement documents) anyone can contribute to the user story backlog at any time: this could be a developer raising issues on technical debt, the client requesting a new feature, or a tester who has noticed a UX issue.
- Sometimes we have to escalate UX. The University’s online presence will be, for many, their first and only view of the University. We performed 3-UX reviews on this web widget purchased by a customer and while they mitigated some of our recommendations they still had some severe corrections to remit. And the forthcoming Web Publishing APPM should mitigate these issue - standards to assure quality, performance, usability and security. We’ll review the APPM later in the presentation.
- These aren’t excuses, I am trying to paint a picture of the reality of integrating new service models within the IT portfolio of services. It’s the reality of teams with different service models and methods learning how to work together within digital strategy and with other IT partners. It’s the storming and norming if you will - it’s been one year and we’ll continue to learn and improve. With all that said…
- I had to break it down, to build it up… Usability & Design has completed 300 snow, ux, and projects… Hat tip to the Spartans… Let’s review…
- Web Accessibility ensures all populations have access to our web pages – able and disabled. We’ll work toward that with APPM published Sept X, Checklists for web editors/designer/developers, and training. Our webpages will be POUR: Perceivable – sight, hearing, touch Operable – not just mouse and keyboard - pages accessible by assistive devices too Understandable – pages written clearly and simply Robust – site needs to work with different browsers, os, be available to assistive technologies
- Performance Marketing Team is a cross functional team of digital strategists from UX and Communications teams performing design thinking on digital marketing campaigns. We had $20k budget within 2-months to utilize without restriction on the WW-Engineer your future digital marketing campaign and we outperformed the consultants we pay $100k of dollars too. Why is this important? (1) Displays IT competencies (2) Saves the institution a significant amount of capital (3) We retain all key learnings and improve our KSA’s (4) Lastly and most important: Butts in seats
- The first release of style guide ensures brand and design continuity including standards for logo, typography, accessibility, web standards and governance. Its key purpose is to communicate how to display the brand and ensure consistency across all channels and mediums to our ERAU constituents, external partners and vendors. The second release will be an internal digital strategy tool for maintaining consistent and nimble design. It’s accompanying Web Publishing APPM will document editorial and design standards that ensure UX consistency, quality, performance, usability and security. = = = [I’ve referenced this site previously and we’re building a StyleGuide site where the first release will communicate our digital and web standards for logo, color, typography and imagery. Its key purpose is to communicate how to display the brand and ensure consistency across all channels and mediums to our ERAU constituents, external partners and vendors]
- We solve business problems using user centered design, data and analytics making things useable, accessible, effortless, and delightful and to do that I believe in knowledge based assessments as well as real world application. Since analytics is such a key tool for the UX practitioner, it’s vital that we have a base understanding of how to use and understand analytics. The Mobile Sites Exam assesses: Value proposition of mobile websites How to improve mobile website speed How to create an effective user experience for mobile websites Introduction to advanced web technologies This does not mean their experts though, that comes with putting in your 10k hours – it does assess your understanding of basic concepts. *COC – certificate of completion *GAIQ – google analytic individual qualification
- Usability testing A/B testing Card sorting 5 sec test Wireframes Mockups Requirements User Stories Web Flows
- Are there any questions? Thank you!