This document discusses user-centered design and how technical communicators can contribute to the process. It defines user-centered design as an approach that grounds the design process in information about the intended users. The document then outlines the typical phases of user-centered design: analysis, design, evaluation, and deployment. It emphasizes researching users, creating personas, designing for personas, validating designs with users, and iterating based on user feedback. It argues technical communicators are well-suited to contribute user research, task analysis, early design reviews, managing on-screen text, and introducing usability testing. The overall message is that technical communicators should advocate for users to improve usability.

1. User-centered designA road map to usability Society for Technical Communication Atlanta Chapter October 27, 2009 THE TECHNICAL COMMUNICATION EDITION

2. What is user-centered design? How can user-centered design principles be applied to technical communication? Where can technical communicators add value to a user-centered design process?

3. What isuser-centereddesign?

4. But first, a caveat in the formof a visual cliché

5. User-centered design is an approach to design that grounds the process in information about the people who will use the product. What is User-Centered Design? Usability Professionals Association http://www.upassoc.org/usability_resources/about_usability/what_is_ucd.html

6. User-centered design looks like this.

7. User-centered designis common sense. Image by malias (flickr)

8. User-centered designis common sense. Image by malias (flickr)

9. ethnography audience analysis user research requirements gathering Phase 1: Analysis design research project definition contextual inquiry field studies

10. ethnography audience analysis user research requirements gathering Know your audience. design research project definition contextual inquiry field studies

11. Listen to people who mightuse your design. Image by victoriapeckham (flickr)

12. That’s probably not the peoplewho are paying you. Image by llawliet (flickr)

13. That’s probably not the peoplewho are paying you. MY CAREER SCHEDULE BUDGET LUNCH nom nom nom They’re thinking about a lot more than the users. Image by llawliet (flickr)

14. “But getting accessto real, live usersis almost impossibleat my company!”

15. “Change isn’t made by asking permission. Change is made by asking forgiveness, later.”

16. Tap into existing channels.

17. You have more access to peoplethan you realize.

18. When you have enough data, look for patterns.

19. Represent patterns with personas. Ethel Le Duc 82 years old Ethel spent her adult life as a stay-at-home mother and wife. Now, she is proud of being a “grr-grandma.” Having come of age during the Great Depression, Ethel is resourceful and spunky. She doesn’t shy away from any challenges, and she’s not afraid to try to learn new things—though she’s not as quick a study as she once was. Why she got a cell phone: Safety while traveling How she uses her cell phone: Calling a select set of contacts (friends and family)

20. Every decision should directly benefit one of your personas. Can it make phone calls? Can Ethel make calls with it?

21. How many targets can you hit? Hint: It’s probably about three. Image by TheMarque (flickr)

22. Phase 2: Design

23. First, put away your safety blanket. Tools are tactical. Design is strategic.

24. Look at the big picture first. Information architecture? Card sorting? Learn more at the STC AtlantaUsability Workshop on November 14 for only $25! Image by meaduva (flickr)

25. Quickly sketch multiple ideas. Image by Mike Rohde (flickr)

26. Then throw most of them away. Image by Myrone (flickr)

27. Don’t design for nonsense! Interested in content strategy? Join the new STC Content Strategy SIG! http://stc-cs.org

28. And don’t forget Ethel.

29. Phase 3: Evaluate

30. Know your limitations.

31. Validate designs early and often. Validate the foundation before you raise the walls. Image by geocam20000 (flickr)

32. Show your draft sketches. Perfection is not just highly overrated; it’s counter-productive.

33. Vet your designs with real users. Run a usability test? We’re teaching that in the STC Atlanta Usability Workshop! November 14—only $25!

34. Rinse. Repeat. In a healthy process, you’ll cycle throughdesign and evaluation several times.

35. Phase 4: Deploy

36. Image by wili_hybrid (flickr)

37. Deploying is only the beginning. Listen for reactions in the marketplace,and correct as often as you can.

38. Uncle__Jimbo and friends can do a lot of damage to your brand.

39. Recap: User-centered design

40. “Hey, cool! We already dosome of that!”

41. Design without analysiswon’t solve the right problems. You need to know why they want to fire a gun.

42. Evaluation without designwill find obvious flaws. Testing what’s obviously broken is a waste of time.

43. Deployment without evaluationwill disappoint your customers. Don’t makeEthel cry. It’s not goodfor business.

44. “I’m way too busy already to do all of that!”

45. Focus on analysis. Solid user researchwill carry you a long way.

46. How canuser-centered design principles be appliedto technical communication?

47. Base your audience analysis on more than assumptions. Image by victoriapeckham (flickr)

49. Sketch flow charts of procedures

50. Rough out document structures… and then show them to stakeholders. Image by Mike Rohde (flickr)

51. Actively fight writer’s block. Write fast, even if it’s crap. You’ll have plenty of time to edit later.

52. Edit ruthlessly. Image by Myrone (flickr)

53. Create opportunities to see real people use the documentation.

54. Where cantechnical communicatorsadd value to auser-centereddesign process?

55. Help with user research.You’re skilled at understanding audiences, and writing personas will come easily. Image by victoriapeckham (flickr)

56. Help designers with task analysis. You need it to document well,and designers need it to design well.

57. Offer to review early design sketches.You’ve documented enough UI to develop a sixth sense for quality. Image by Mike Rohde (flickr)

58. Seize control of on-screen text. You don’t write Ruby or Perl. Why should engineers write English?

59. If usability testing isn’t partof your process, introduce it. Sign up for the STC Atlanta Usability Workshop tonight! November 14—only $25!

60. In all things, advocate for the user. Champion their best interests,and your impact on usabilitywill be undeniable.

61. Thank you. Will Sansbury willsansbury.com willsansbury@gmail.com @willsansbury