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User Centred
                                Design
                              Taking the U out of USER
                                    By: Jax Wechsler




Wednesday, 24 October 2012
Outline
               • A Bit About Me
               • User Centred Design (UCD)
               • Usability
               • UCD Process & Tools
               • Resources

                                http://www.flickr.com/photos/svandermark/184667652/sizes/l/in/photostream/
Wednesday, 24 October 2012
My Experience

               • Grad. Cert. in Digital Media
               • Grad. Cert. in IT
               • Masters in IT (Research)
               • Over 12 years online experience

                                           http://www.flickr.com/photos/simpologist/16734948/
Wednesday, 24 October 2012
Wednesday, 24 October 2012
Wednesday, 24 October 2012
A common problem....




Wednesday, 24 October 2012
“We do not see things as they are;
                             we see things as we are”
                             - The Talmud




                                            http://www.flickr.com/photos/omnium_photo/262747388/sizes/z/in/photostream/
Wednesday, 24 October 2012
User Centred Design
                   The central premise of user centred design is
                   that the best designed products and services
                    result from understanding the needs of the
                             people who will use them.
                                - UK Design Council




Wednesday, 24 October 2012
User Centred Design
                               The process we follow to ensure

                                            high usability
                   i.e. "The extent to which a product can be used by
                      specified users to achieve specified goals with
                       effectiveness, efficiency, and satisfaction in a
                              specified context of use." ISO 9241-11


              http://www.usabilitynet.org
              http://www.usability.gov/
Wednesday, 24 October 2012
helps us to makes things easier to
                                LEARN and USE
                                     http://www.flickr.com/photos/45364450@N05/4580747339/sizes/l/in/photostream/
Wednesday, 24 October 2012
gets cross-disciplinary teams
                             on the SAME                           PAGE
                                  http://www.flickr.com/photos/45364450@N05/4580747339/sizes/l/in/photostream/
Wednesday, 24 October 2012
UCD Process
                              UNDERSTAND

                              DESIGN

                              EVALUATE




Wednesday, 24 October 2012
Rinse & repeat...
                                http://www.flickr.com/photos/fvanharreveld/3589454845/sizes/l/in/photostream/
Wednesday, 24 October 2012
1
                             UNDERSTAND



Wednesday, 24 October 2012
Knowing your users

                               EXPECTATIONS    NEEDS


                                                   EXPERIENCE


                              FEELINGS

                                                 GOALS & TASKS



                             CONTEXT OF USE
                                              THOUGHTS




Wednesday, 24 October 2012
Wednesday, 24 October 2012
                             ?
Telephone Staff
                                 http://www.flickr.com/photos/plenty/3360322975/sizes/l/in/photostream/
Wednesday, 24 October 2012
Contextual Inquiry
                                  http://www.flickr.com/photos/springreen/72964726/sizes/l/in/photostream/
Wednesday, 24 October 2012
Web Analytics
                                http://www.flickr.com/photos/batiks/7610535900/sizes/l/in/photostream/
Wednesday, 24 October 2012
Card Sorting
                               http://www.flickr.com/photos/batiks/7610535900/sizes/l/in/photostream/
Wednesday, 24 October 2012
Tools to think with
                                    http://www.flickr.com/photos/herebythewaybut/3991496680/sizes/l/in/photostream/
Wednesday, 24 October 2012
CUSTOMER JOURNEY MAP EXAMPLE
                                    http://www.flickr.com/photos/maureenhanratty/3397835918/sizes/l/in/photostream/

Wednesday, 24 October 2012
Persona
                             n. amodel of human behaviour that is
                             - derived from contextual research data
                             - described as if it were a real person
                             - promote shared understanding/empathy
                             - used in stories to envision the future




             http://www.uxforthemasses.com/personas/
             http://www.steptwo.com.au/papers/kmc_personas/index.html
             http://www.slideshare.net/mobile/diana.mounter/the-role-of-personas-in-usercentred-design
Wednesday, 24 October 2012
PERSONA EXMPLE
                             http://www.flickr.com/photos/flexeflix/4266820921/sizes/z/in/photostream/

Wednesday, 24 October 2012
EMPATHY MAP EXAMPLE
                                http://www.flickr.com/photos/davegray/2380465521/lightbox/

Wednesday, 24 October 2012
Scenarios

                   a scenario is a description of a persona
                      using a product to achieve a goal,
              they describe an instance of use…in context.




             http://infodesign.com.au/usabilityresources/scenarios/
              http://uxthink.wordpress.com/2010/11/30/using_scenarios/
Wednesday, 24 October 2012
Stories about your personas
                                     http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/
Wednesday, 24 October 2012
Understanding how
                             others may see things
                                  http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/
Wednesday, 24 October 2012
Scenarios
                           assist us to think about use in context
                            assist us to think about problems and
                               opportunities in current design
                       flesh out & evaluate a concept from multiple
                                           perspectives




Wednesday, 24 October 2012
Use in context




                                http://uxthink.wordpress.com/2010/11/30/using_scenarios/




Wednesday, 24 October 2012
Creating Scenarios
                              > Who is the persona involved?
                              > What triggers the experience?
                              > What happens?
                              > What is the outcome?

                             Focus on the activities people do, &
                              the context in which they do them




Wednesday, 24 October 2012
2   DESIGN



Wednesday, 24 October 2012
Collaborative design
                                 workshops
                                 http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/
Wednesday, 24 October 2012
Sketch, sketch & sketch
                                        http://www.flickr.com/photos/amherd/3527566865/sizes/l/in/photostream/
Wednesday, 24 October 2012
3
                             VALIDATION



Wednesday, 24 October 2012
Talk to people
                             & validate your sketches
                                   http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/
Wednesday, 24 October 2012
Test your prototypes
                                & existing sites
                                 http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/
Wednesday, 24 October 2012
Testing incentives
                                 http://www.flickr.com/photos/mcordell/4116728205/sizes/o/in/photostream/
Wednesday, 24 October 2012
THINGS TO
                             CONSIDER....


Wednesday, 24 October 2012
You are
                              communicating
                                information
                             to different kinds
                                  of people


Wednesday, 24 October 2012
UX	
  Honeycomb	
  
                              by	
  Peter	
  Morville,




                                   http://www.flickr.com/photos/trblmkr/317526681/sizes/o/in/photostream/
Wednesday, 24 October 2012
You are NOT your user
                                (& neither is your manager)
                                   http://www.flickr.com/photos/45837712@N08/4313496631/sizes/l/in/photostream/
Wednesday, 24 October 2012
Books




Wednesday, 24 October 2012
Online Resources
                             UX BLOGS
                             http://johnnyholland.org/
                             http://www.uxbooth.com/
                             http://www.boxesandarrows.com/
                             http://www.uxmatters.com

                             CUSTOMER JOURNEY MAPS
                             http://bit.ly/OQ9jL8

                             USER RESEARCH
                             http://www.uxmatters.com/topics/user-research/




Wednesday, 24 October 2012
QUESTIONS?


  jax@jaxinteractive.com        http://jaxinteractive.com
       twitter: @jacwex         http://uxthink.wordpress.com
Wednesday, 24 October 2012

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User-Centred Design - Taking the U out of User

  • 1. User Centred Design Taking the U out of USER By: Jax Wechsler Wednesday, 24 October 2012
  • 2. Outline • A Bit About Me • User Centred Design (UCD) • Usability • UCD Process & Tools • Resources http://www.flickr.com/photos/svandermark/184667652/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 3. My Experience • Grad. Cert. in Digital Media • Grad. Cert. in IT • Masters in IT (Research) • Over 12 years online experience http://www.flickr.com/photos/simpologist/16734948/ Wednesday, 24 October 2012
  • 7. “We do not see things as they are; we see things as we are” - The Talmud http://www.flickr.com/photos/omnium_photo/262747388/sizes/z/in/photostream/ Wednesday, 24 October 2012
  • 8. User Centred Design The central premise of user centred design is that the best designed products and services result from understanding the needs of the people who will use them. - UK Design Council Wednesday, 24 October 2012
  • 9. User Centred Design The process we follow to ensure high usability i.e. "The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use." ISO 9241-11 http://www.usabilitynet.org http://www.usability.gov/ Wednesday, 24 October 2012
  • 10. helps us to makes things easier to LEARN and USE http://www.flickr.com/photos/45364450@N05/4580747339/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 11. gets cross-disciplinary teams on the SAME PAGE http://www.flickr.com/photos/45364450@N05/4580747339/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 12. UCD Process UNDERSTAND DESIGN EVALUATE Wednesday, 24 October 2012
  • 13. Rinse & repeat... http://www.flickr.com/photos/fvanharreveld/3589454845/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 14. 1 UNDERSTAND Wednesday, 24 October 2012
  • 15. Knowing your users EXPECTATIONS NEEDS EXPERIENCE FEELINGS GOALS & TASKS CONTEXT OF USE THOUGHTS Wednesday, 24 October 2012
  • 17. Telephone Staff http://www.flickr.com/photos/plenty/3360322975/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 18. Contextual Inquiry http://www.flickr.com/photos/springreen/72964726/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 19. Web Analytics http://www.flickr.com/photos/batiks/7610535900/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 20. Card Sorting http://www.flickr.com/photos/batiks/7610535900/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 21. Tools to think with http://www.flickr.com/photos/herebythewaybut/3991496680/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 22. CUSTOMER JOURNEY MAP EXAMPLE http://www.flickr.com/photos/maureenhanratty/3397835918/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 23. Persona n. amodel of human behaviour that is - derived from contextual research data - described as if it were a real person - promote shared understanding/empathy - used in stories to envision the future http://www.uxforthemasses.com/personas/ http://www.steptwo.com.au/papers/kmc_personas/index.html http://www.slideshare.net/mobile/diana.mounter/the-role-of-personas-in-usercentred-design Wednesday, 24 October 2012
  • 24. PERSONA EXMPLE http://www.flickr.com/photos/flexeflix/4266820921/sizes/z/in/photostream/ Wednesday, 24 October 2012
  • 25. EMPATHY MAP EXAMPLE http://www.flickr.com/photos/davegray/2380465521/lightbox/ Wednesday, 24 October 2012
  • 26. Scenarios a scenario is a description of a persona using a product to achieve a goal, they describe an instance of use…in context. http://infodesign.com.au/usabilityresources/scenarios/ http://uxthink.wordpress.com/2010/11/30/using_scenarios/ Wednesday, 24 October 2012
  • 27. Stories about your personas http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 28. Understanding how others may see things http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 29. Scenarios assist us to think about use in context assist us to think about problems and opportunities in current design flesh out & evaluate a concept from multiple perspectives Wednesday, 24 October 2012
  • 30. Use in context http://uxthink.wordpress.com/2010/11/30/using_scenarios/ Wednesday, 24 October 2012
  • 31. Creating Scenarios > Who is the persona involved? > What triggers the experience? > What happens? > What is the outcome? Focus on the activities people do, & the context in which they do them Wednesday, 24 October 2012
  • 32. 2 DESIGN Wednesday, 24 October 2012
  • 33. Collaborative design workshops http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 34. Sketch, sketch & sketch http://www.flickr.com/photos/amherd/3527566865/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 35. 3 VALIDATION Wednesday, 24 October 2012
  • 36. Talk to people & validate your sketches http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 37. Test your prototypes & existing sites http://www.flickr.com/photos/27980022@N04/4937974941/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 38. Testing incentives http://www.flickr.com/photos/mcordell/4116728205/sizes/o/in/photostream/ Wednesday, 24 October 2012
  • 39. THINGS TO CONSIDER.... Wednesday, 24 October 2012
  • 40. You are communicating information to different kinds of people Wednesday, 24 October 2012
  • 41. UX  Honeycomb   by  Peter  Morville, http://www.flickr.com/photos/trblmkr/317526681/sizes/o/in/photostream/ Wednesday, 24 October 2012
  • 42. You are NOT your user (& neither is your manager) http://www.flickr.com/photos/45837712@N08/4313496631/sizes/l/in/photostream/ Wednesday, 24 October 2012
  • 44. Online Resources UX BLOGS http://johnnyholland.org/ http://www.uxbooth.com/ http://www.boxesandarrows.com/ http://www.uxmatters.com CUSTOMER JOURNEY MAPS http://bit.ly/OQ9jL8 USER RESEARCH http://www.uxmatters.com/topics/user-research/ Wednesday, 24 October 2012
  • 45. QUESTIONS? jax@jaxinteractive.com http://jaxinteractive.com twitter: @jacwex http://uxthink.wordpress.com Wednesday, 24 October 2012