![requirements = GetRequirements();
for (int i = 0; i < requirements.Count; i++)
{
CodeRequirement(requirements[i]);
TestRequirement(requirements[i]);
DeployRequirement(requirements[i]);
}
if (budget > expectations && client == happy)
Celebrate();
else
PassTheBuck(buck);](https://image.slidesharecdn.com/swuxfinalv2-1-121205213431-phpapp02/85/User-Experience-Why-and-How-25-320.jpg)
Uploaded byObjective Experience
User Experience: Why and How
The document discusses user experience (UX) design. It provides an overview of UX, explaining that UX matters because customers pay for satisfying experiences, not just products. It then discusses elements of UX like usability, user research techniques like personas and scenarios. Case studies demonstrate how UX design was applied. The benefits of good UX like increased sales and productivity are highlighted. Trends in UX like responsive design are also covered.
TechnologyâŚ
More Related Content
Similar to User Experience: Why and How
![Getting Started with Apache Spark: Big Data Made Simple [Free Meetup]](https://cdn.slidesharecdn.com/ss_thumbnails/apachesparkgettingstarted-260203175547-8361bcc3-thumbnail.jpg?width=640&height=640&fit=bounds)
User Experience: Why and How
- 1. User Experience (UX) Whyand how James Breeze Nirish Shakya Chief Experience Officer User Experience Consultant
- 3.
- 4.
- 13. Customers donât payfor the product They pay for the satisfying experience
- 14. UX matters Because everyonehas a customer!
- 15. What is UX? Notjust usability
- 16.
- 17. What elements matter to us? http://uxmag.com/uploads/halvorson-cs/IBMinfographic.gif
- 18. My good olâpre-UX days
- 19. 2 Driver http://nedmartin.org/uni/_img/INFS1200-ass1p1-ER-diagram.png
- 20.
- 21.
- 22. How the How the How the business How the customer How the analyst project leader programmer consultant explained it designed it understood it wrote it described it How the project What operations How the customer How it was What the customer was documented installed was billed supported really wanted
- 23.
- 25. requirements = GetRequirements(); for(int i = 0; i < requirements.Count; i++) { CodeRequirement(requirements[i]); TestRequirement(requirements[i]); DeployRequirement(requirements[i]); } if (budget > expectations && client == happy) Celebrate(); else PassTheBuck(buck);
- 27.
- 28. User manual Tech support Ignorance is bliss!
- 31.
- 32.
- 33. The $300 millionbutton - Jared Spool, User Interface Engineering http://www.uie.com/articles/three_hund_million_button
- 34. Register beforeyou buy
- 37.
- 41. 19 seconds X1000 visitors per day = 19000 seconds per day = 5 hours per day = 76 days per year!
- 43. Good UX = happier(and loyal) customers
- 45. User-Centred Design Process Thetechniques
- 47. ? ? User Who is the user?
- 48. Who is your user?
- 50.
- 51.
- 52. Know your users andtheir context
- 53.
- 54. My mobile bankingin a typical week - Sample responses 54
- 55.
- 56.
- 57. Call Centre TerminalRedesign Case Study ⢠Challenges: â Difficult to navigate â Difficult to find things â Operator has to remember too many things â Easy to make mistakes â Customers are not forgiving â Steep learning curve â Long training times â Stressful environment for the operators â High staff turnover
- 58. Call Centre TerminalRedesign Case Study ⢠Redesign methodology â Stakeholder interviews â Contextual inquiry â Design sessions with stakeholders â High-level wireframes ⢠Daily hallway testing â Detailed wireframes ⢠Weekly hallway testing â Usability testing
- 59. Call Centre TerminalRedesign Case Study ⢠Outcomes (so far) â More streamlined navigation â Less mental load on the operator to find and remember things â Balance between ⢠learnability (for novice users) ⢠efficiency (for expert users) ⢠Expected future outcomes â Reduced training times â Reduced staff turnover â Less stress for the operators â Faster transactions for the customers
- 60.
- 61.
- 62.
- 63. ? ? User How should content be organised?
- 64. Information architecture Next-gen mobilebanking solution for a major bank
- 65. Next-gen mobile bankingsolution for a major bank Case Study ⢠Challenges: â Disintegrated mobile banking components â Information structure not logical â Lack of funds for an app for every platform â Lack of a common vision â Difficulty in getting buy-in from board
- 66. Next-gen mobile bankingsolution for a major bank Case Study ⢠Redesign methodology â Stakeholder interviews â Focus group with end-users â Design sessions with stakeholders â High-level wireframes
- 67. Next-gen mobile bankingsolution for a major bank Case Study ⢠Outcomes â Integrated approach to mobile banking â Logical information architecture and improved findability â Platform-agnostic mobile site â Shared vision of the expected system
- 68. ? ? User How should it work?
- 69.
- 70. Design sessions: Callcentre system redesign
- 71.
- 72. Detailed wireframes SAI GlobalFinancial System
- 73. ? ? User Does it work?
- 74. Hallway testing AMP SharepointIntranet Redesign
- 75. Hallway testing AMP SharepointIntranet Redesign
- 76. âYou want tofind the contact details of the key contact within the Finance Team.
- 77.
- 78.
- 79. Usability testing findings TGADatabase of Adverse Events Notifications
- 80. Usability testing findings TGADatabase of Adverse Events Notifications
- 81. Usability testing findings TGADatabase of Adverse Events Notifications
- 82. Usability testing findings TGADatabase of Adverse Events Notifications
- 83. UX testing inagile Daily scrum meeting Hallway Usabilit testing ytesting
- 84.
- 85. Prototyping tools Learningcurve Pen & paper Interactivity
- 86. Skills required Technology 10% Compassion & Patience empathy 10% 25% Others 10% Design Psychology, sociol 15% ogy, anthropology 15% Business acumen 15%
- 87. Eyetracking Tobii T60, T120,T60XL Tobii TX300 Tobii X60 and X120 Tobii Glasses Tobii X1 Light Used to test images on a Used to test images on a Used to test large images Used to test in real life Portable light weight computer screen. screen, at high speed e.g. shelf layouts. situations e.g. shopping. eye tracker, which snaps (300Hz). laptops and kiosks. Visit http://www.tobii.com/en/eye-tracking-research/global/products/ for more information
- 88.
- 89.
- 90.
- 91. Responsive design Mitsubishi Motorsconsumer website
- 92. Recap ⢠Bad vs good UX ⢠(Very) brief intro to UX ⢠Benefits of UX ⢠User-centred design methodology ⢠Case studies ⢠Skills required ⢠Tools ⢠Trends
- 93. Say hello! James Breeze Nirish Shakya Chief Experience Officer User Experience Consultant jbreeze@objectivedigital.com nshakya@objectivedigital.com 0410 410 494 0431 170 608 @NirishShakya @NirishShakya 301/15 Lime Street King Street Wharf www.ObjectiveDigital.com Sydney NSW 2000
Editor's Notes
- #2Â Have you had a similar experience with the computer lately? Keep your hands raised if youâve felt like punching the computer screen or smashing your phone! Yep, itâs all too common! Ladies and gentleman, my name is Nirish. And Iâm Dan. And weâre people who try to make sure you donât have to punch your screen or smash your phone. They call us user experience consultants.
- #3Â Iâm sure youâve seen the unusable tea-pot on Don Norman famous book âThe Design of Everyday Thingsâ.
- #4Â And too often, we come across these doors which weâre not sure whether weâre meant to push or pull.
- #5Â And then there are website menus that try to confuse you random icons.
- #6Â Donât we all love these??
- #7Â Donât we all love these??
- #8Â Donât we all love these??
- #9 And some are just so bad that theyâre goodâŚto make fun of! Weâve all seen this infamous homepage of a computer store. To my surprise, they recently revamped their websiteâŚ
- #10Â And made it even more confusing!.... GO TO SYDNEY WATER SITE!
- #11Â On the other hand, they are some satisfying user experiences as well. For example, the new Chrome browser lets you do a google search straight from the URL textbox without having to go to the google page.
- #12Â Some make it really clear what you can do on the page.
- #13Â Others make the experience a bit more memorable.
- #14Â This is true with any product, not just software products. You buy a glass a beer, not for the beer itself, but for the experience it gives you. This is especially valid in software because the customer cannot touch or feel the product. They can only experience it.
- #15Â UX is important because we all have a customer.
- #17Â User experience is made up of a variety of relevant fields. While Usability is still the most prominent (and provides a good framework for what we do) it is important that other factors are taken into consideration. It doesnât matter if it works if the marketing team has told them something different. The video might be great, but most of your users are still on dial-up. These are the issues that we try to uncover.
- #18Â Accessibility: Will colour blind people be able to use the colour coded map? Content: the right information at the right time? IA: general public users vs large corporate clients. Are their needs different? Functionality: does the site or application deliver the tools to fulfil a userâs needs? Platform: What is the experience like on a mobile phone on a crowded bus. User interface: Does the site using conventions?
- #19Â I did my undergrad in IT.
- #20Â And for a lot of our programming subjects, we had to draw these entity-relationship diagrams to show the relationship between different entities involved with the system. But the closest we ever came to meeting the user was this box called âDriverâ.
- #21Â Or stick figures.
- #22 I donât remember actually meeting this elusive user that kept appearing in all our diagrams. After 3 and half years of hard work, I graduated I got a job as a programmer. But I found that a lot of the projects I worked on looked a bit likeâŚ
- #23 âŚthe famous tree swing cartoon. [END]We used to develop these really cool industrial navigation and job dispatch applications for technician vans and security cars. We knew they were used by drivers but we didnât know whether it was used by
- #24Â Elderly drivers who had difficulty with their visions or
- #25Â People who hated technology. We didnât know.
- #26Â We only thought in code. It was all about getting the requirements coded and shipped.
- #27Â After years of hard work, we came up with this. But we started receiving a lot of complaints from people who found the application difficult to use. Are you kidding me? Itâs easy! So we did what every engineer knows how to do.
- #28Â We wrote a user manual with all the detailed instructions and pretty screenshots. But the there was one problem â no one read the user manual.
- #29Â Life was imitating these Dilbert cartoons. If it couldnât be solved by user manuals or tech support, just pretend nothing happened. After all, ignorance is bliss, isnât it?
- #30Â Not anymore. Have you heard the Google Ngram viewer? Using this, you can visualise the rise and fall of keyword across 5 million books and 500 years. As you can see, the keyword âuser experienceâ is trending up.
- #31Â Whereas, the keyword âsoftware engineeringâ is trending down. But that doesnât mean that software engineering is any less popular than it used to. It just means that peopleâs expectation of a satisfying user experience is going up. Now, technology has become something thatâs taken for granted. Itâs like 60 years ago, owning a TV was the coolest thing in the world. Now, owning a TV is like owning a pair of undies. Everyoneâs expected to have at least one. Now people want something more than just the fastest hardware or the most-efficient algorithm.
- #32Â So why is UX getting so popular? Well, obviously it has some benefits.
- #34 UX guru, Jared Spool, talks about the $300 million button. A big e-commerce company approached him to find out why customers were dropping out in the middle of the checkout process. Spool conducted some usability testing on the site. And found that the site was making the user âŚ
- #35Â ..register before they could make the purchase. He found that a lot of people did not want to register.
- #36Â How many times have you seen these shopping sites which force you to register for an account when all you wanna do is pay for the thing and get the hell outta there? And if you look at the fields you need to fill in to register, itâs actually information you have to put in anyways when you checkout. So why make it look like itâs an additional step in the process when the customer is already in a rush.
- #37Â Hence, now weâre starting to see more and more e-commerce sites that allow customers to checkout without registering for an account. Some others let you register while you checkout.
- #38Â Now who here doesnât want that? If we can save our customers or users time, thatâs good for their business, which in turn in good for ours. But unfortunately, you see a lot of sites out there that love to play a game of cat and mouse and send you on a treasure hunt around the site.
- #39Â This visualisation here is called a gazeplot and it shows the flow of my gaze on the page. As you can see, I had to scan the entire length of the page to find the online-check in function that was meant to be the most important function on the page.
- #40Â This is another culprit when it comes to lost productivity. On the older version of the Transport Infoline website, when you click on the address boxes to type your own address,
- #41Â The instructional text stays there and you have to delete the text yourself. Now, I timed myself deleting all that text from those 4 textboxes.
- #42Â And it took me 19 seconds in total. Not letâs say the Transport Infoline gets around 1000 visitors in a day searching for public transport routes. Thatâs 190000 seconds, which is 13 hours per day which totals to 197 days of productivity lost in a year which the NSW government owes us!
- #44Â Good user experience makes our customers happier and when theyâre happy, they want to use our products more and more.
- #45Â Do you remember these super-fancy smartphones running on Windows Mobile? They were so fancy, they even came with a magic wand! But unfortunately, for them and for a lot of other phones, this happened. In terms of the technical specs, they didnât have much between them. In fact, I would say a lot of the other phones had better hardware and processing power. But people just felt good using these phones. Whether you were a techie or a grandma, you could just pick up one of these phones and enjoy using them. Now Iâm not a marketing guy and Iâm not here to talk about all the marketing that goes into Apple products, but thereâs no denying that they offer a much superior user experience than other comparable products out there and thatâs the main reason now you see most people on the Cityrail trains playing with their iPhones and no one with a Windows Mobile phone.
- #47Â THE UCD or user centered design processInvolves research, concepts and testing with users.It can be an ongoing process which has touch points with users throughout the life cycle of the project.
- #48Â Who is your user?
- #49Â Who is your âUserâ? What is their environment like? What do they know about the system?
- #50Â Is it a novice user who just wants to enjoy some of their personal music collection on the way to work and wants the simplest device to use?
- #51Â Or is a full-blown expert or a professional who needs more power and is prepared to learn the complexities that comes with the power?
- #52Â After you figured out why youâre designing or redesigning something, next step to understand in what context your users will be using the system.
- #53Â As the famous saying goes, âIf we try to be everything to everyone, then we become nothing.â So we need to understand how our systems are going to be used by what kind of people.
- #54Â ContextâThe userâs actual workplace. Watches users do their own work tasks and discusses any artefactsStep-by-stepre-tellings of specific past events when they are relevant to the project focus.Confirmyour interpretations and insights with the user during the interview. The user may expand or correct the researcherâs understanding.
- #56Â ContextâThe userâs actual workplace. Watches users do their own work tasks and discusses any artefactsStep-by-stepre-tellings of specific past events when they are relevant to the project focus.Confirmyour interpretations and insights with the user during the interview. The user may expand or correct the researcherâs understanding.
- #61Â Descriptive profiles of users, summarising their needs and motivations. They help to force a focus on user needs by putting a âhuman faceâ end users.Make 1 per user type.
- #63Â Use what you know from other researchProduce scenariosPredict issues arising
- #64Â Who is your user?
- #69Â Who is your user?
- #70Â Explore ideas and iterate on conceptsQuickly and easily Donât createdetailed mockups, just ideasConceive and predict the consequences of certain design arguments
- #72Â Whether you have a bunch of paper prototypes, or HTML prototype or a full-blown website. Better early than late and better late than never.
- #75Â Ask someone to do something on your product. You can grab someone at their desk or meet them at a coffee shop. As long as you have a comfortable space and the stimulusA lot of people will do it as a favour. Or you can just buy them coffee.Avoid designers & engineers
- #76Â Ask someone to do something on your product. You can grab someone at their desk or meet them at a coffee shop. As long as you have a comfortable space and the stimulusA lot of people will do it as a favour. Or you can just buy them coffee.Avoid designers & engineers
- #77Â Ask them to do a task. E.g. download a video / buy a pair of shoes. Watch and ask them open-ended questions âWhat are you looking for?â or âWhatâs behind that button?â. 5-6 people generates 70-80% usability issues.
- #79Â Evaluate a product by testing it on target users.Measuring a product's capacity to perform itâs intended purposeUse 6-8 people (per cell) to uncover the majority of issues.Start with context of use, then initial reactions, a set of tasks and closing thoughts.Ideally you have a lab & recording software, and participants are incentivised for their time.
- #84Â If you follow an agile methodology, such as Scrum, you can do this kind of hallway testing towards at end of the sprint. Test in the morning, report in the afternoon. The returns you will get from that 1 day of testing will be several times the investment.
- #86Â Make your ideas come to life â easily and cheaplyAn early sample modelA prototype is designed to test and trial a new design