UXPA 2021: Novel Prioritization Surveys: Opportunity Maps to Tame the NPS and...UXPA International
Despite its flaws, the Net Promoter Score (NPS) is often chosen by management for measuring customer satisfaction. Learn ways to mitigate damage from a poorly implemented NPS survey, enriching it with data that really matters to users and your stakeholders—while staying in the good graces of those bewitched by the traditional NPS:
1. What’s the NPS and how is it calculated?
2. What are its strengths and weaknesses?
3. How can you make the NPS more trustworthy and interpretable?
4. What other overall performance measures could replace or complement the NPS?
• Traditional “”Voice of the Customer”” (VOC) research
• “”Outcome Driven Innovation”” (ODI)
• “”Outcome Mapping.”” A new model that addresses the weaknesses of other approaches. Identify and measure key outcomes and opportunities, then predict how changes will impact future performance.
This presentation will be equal parts part survey design, data visualization, user needs research, and prioritization process.
A high level broad stroke intro to User eXperience, starting with a survey, a dash of my own thoughts, some thoughts from Mike Rapp, and some samples and resources. Also some slides from a presentation I did for Great American Teach in in 2014 to 3rd and 5th graders.
UX is way more than most people think. I believe that UX is a mindset that everyone should carry. This is how I approach UX, and think it's beneficial for everyone to know a process that works.
NOTE: This represents a talk I gave to some students embarking on a career in the UX field.
UXPA 2021: Novel Prioritization Surveys: Opportunity Maps to Tame the NPS and...UXPA International
Despite its flaws, the Net Promoter Score (NPS) is often chosen by management for measuring customer satisfaction. Learn ways to mitigate damage from a poorly implemented NPS survey, enriching it with data that really matters to users and your stakeholders—while staying in the good graces of those bewitched by the traditional NPS:
1. What’s the NPS and how is it calculated?
2. What are its strengths and weaknesses?
3. How can you make the NPS more trustworthy and interpretable?
4. What other overall performance measures could replace or complement the NPS?
• Traditional “”Voice of the Customer”” (VOC) research
• “”Outcome Driven Innovation”” (ODI)
• “”Outcome Mapping.”” A new model that addresses the weaknesses of other approaches. Identify and measure key outcomes and opportunities, then predict how changes will impact future performance.
This presentation will be equal parts part survey design, data visualization, user needs research, and prioritization process.
A high level broad stroke intro to User eXperience, starting with a survey, a dash of my own thoughts, some thoughts from Mike Rapp, and some samples and resources. Also some slides from a presentation I did for Great American Teach in in 2014 to 3rd and 5th graders.
UX is way more than most people think. I believe that UX is a mindset that everyone should carry. This is how I approach UX, and think it's beneficial for everyone to know a process that works.
NOTE: This represents a talk I gave to some students embarking on a career in the UX field.
The Whole is Greater than the Sum of its Parts - The art of war.
In the same way that a good written document (like a report, or newspaper article) should be arranged in a certain way to make it more accessible to readers, it’s a good idea to structure your webpages so they are easy for Google and the other search engines to crawl and understand.
This guide covers top-line and technical details around modern content structure and UX as is affects search optimization.
Please feel free to share.
This workshop is a precursor to creating full, research-backed personas, and is aimed to externalize what stakeholders already know about their customers - to share prior knowledge and assumptions through experience working at your company, interacting with users, and data generated by users. The provisional personas developed here are also known as: Proto-Personas, Ad Hoc Personas, Strawman Personas, Skeletal Personas, or Pragmatic Personas.
'Hold my beer.' Those three words have preceded some of the greatest moments in history. But who would’ve thought they’d pave the way for an epic user testing session? In this talk, Austin will discuss a drunken usability experiment and the unexpected influence that it had on the way that user research is conducted. Learn about new and unconventional methods for overcoming the struggles and pitfalls of traditional user testing, obtaining true and honest user feedback, and verifying the usability and simplicity of a design. Discover the resulting impact on bottom-line metrics like conversion rate, retention, engagement, and revenue. Walk away with a list of tools that you can use to conduct similar research and experiments on your own projects. Finally, learn about what it means to have a Culture of UX and gain actionable advice on how you can create it within your own company.
UX Cambridge 2017- Three Steps WorkshopAlan Colville
A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
1. Assessing the state of UX in your organisation
2. Learning how to improve the research that you do
3. Seeing new ‘agile’ ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
How to effectively implement different online research methods - UXPA 2015 - ...Steve Fadden
Are you the sole User Experience Researcher in your organization? Do you struggle to get timely research insights and feedback for your stakeholders? Online research tools offer practitioners the ability to gather feedback quickly and asynchronously, without the need for direct facilitation or moderation.
In this presentation, we provide an overview of some of the many online research tools that are available for gathering quick, asynchronous feedback on requirements, designs, and stakeholder sentiment. We offer general guidelines for recruiting, planning, implementing, and analyzing feedback, and then present how to use specific methods that have proven particularly useful for design and requirements research.
2 hours training on Mobile UX with Farah Nuraini, Interaction Designer at Traveloka, Indonesia
45 min theory: Research, Analysis, Design solutions and Testing
+ 1h15 min of hands-on exercises with the 5 facilitators from Traveloka.
User testingwebinar delljulievittengl-presentationslidesUserTesting
When Dell needed to redesign the enterprise product section of Dell.com, how did they do it? How did content strategists, UX designers, PMs, and user researchers come together to understand business and customer needs?
Julie Vittengl, Senior Taxonomist and User Experience Researcher at Dell, shares how her team helped ensure that the enterprise website redesign was successful. She’ll discuss how the Digital Customer Experience research team is organized and how they get insights into how customers navigate the site.
Who you are. What you (now) need to know. And how to collaborate (well) with...Cindy Chastain
My portion of the IA Summit Beyond Findability pre-con workshop produced by Andrew Hinton. The presentation focuses on resolving the identity crisis many UX teams feel by first encouraging practitioners to look at who the are and what they (now) need to know, and the importance of collaborating (well) with peers of other disciplines. Other presenters include, Joe Lamatia, Erin Malone, Christian Crumlish and Joe Lamantia.
Personas are supposed to help us understand, target and serve our audience. Instead they create confusion and an awful lot of guess work without demonstrating many benefits. But it doesn't need to be that way - This presentation covers a simplified persona process that we can all relate to making it much more actionable than traditional models. The best part is that it is testable so you can benchmark and measure the impact of your efforts.
Presented at the Content Marketing Show 2013.
NoVA UX Meetup: Product Testing and Data-informed DesignJim Lane
These are the slides for the January 2013 NoVA UX Meetup in Vienna, VA. VP of UX Jim Lane shared tips, tools, and research strategies that the AddThis has used to develop publisher products used on over 14 million websites.
The user group you never knew you had ux camp 2015Hello Group
'The user group you never knew you had' is about designing for the experience of the stakeholders who sponsor either internal or external projects. As designers we immediately think of the end users but without subject matter experts, middle managers and corporate sponsors our job would be much harder. In the talk Mette Riisgaard Andresen and Henriette Hosbond describe tactics to ensure to get these key people on board in the design process. Originally shown at UX Camp Copenhagen 2015.
The Whole is Greater than the Sum of its Parts - The art of war.
In the same way that a good written document (like a report, or newspaper article) should be arranged in a certain way to make it more accessible to readers, it’s a good idea to structure your webpages so they are easy for Google and the other search engines to crawl and understand.
This guide covers top-line and technical details around modern content structure and UX as is affects search optimization.
Please feel free to share.
This workshop is a precursor to creating full, research-backed personas, and is aimed to externalize what stakeholders already know about their customers - to share prior knowledge and assumptions through experience working at your company, interacting with users, and data generated by users. The provisional personas developed here are also known as: Proto-Personas, Ad Hoc Personas, Strawman Personas, Skeletal Personas, or Pragmatic Personas.
'Hold my beer.' Those three words have preceded some of the greatest moments in history. But who would’ve thought they’d pave the way for an epic user testing session? In this talk, Austin will discuss a drunken usability experiment and the unexpected influence that it had on the way that user research is conducted. Learn about new and unconventional methods for overcoming the struggles and pitfalls of traditional user testing, obtaining true and honest user feedback, and verifying the usability and simplicity of a design. Discover the resulting impact on bottom-line metrics like conversion rate, retention, engagement, and revenue. Walk away with a list of tools that you can use to conduct similar research and experiments on your own projects. Finally, learn about what it means to have a Culture of UX and gain actionable advice on how you can create it within your own company.
UX Cambridge 2017- Three Steps WorkshopAlan Colville
A hands-on workshop catapulting your UX beyond digital to create consistent, connected and cross channel customer experiences.
In three steps you’ll unleash the business changing power of UX by:
1. Assessing the state of UX in your organisation
2. Learning how to improve the research that you do
3. Seeing new ‘agile’ ways of working and thinking, to join it up
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
How to effectively implement different online research methods - UXPA 2015 - ...Steve Fadden
Are you the sole User Experience Researcher in your organization? Do you struggle to get timely research insights and feedback for your stakeholders? Online research tools offer practitioners the ability to gather feedback quickly and asynchronously, without the need for direct facilitation or moderation.
In this presentation, we provide an overview of some of the many online research tools that are available for gathering quick, asynchronous feedback on requirements, designs, and stakeholder sentiment. We offer general guidelines for recruiting, planning, implementing, and analyzing feedback, and then present how to use specific methods that have proven particularly useful for design and requirements research.
2 hours training on Mobile UX with Farah Nuraini, Interaction Designer at Traveloka, Indonesia
45 min theory: Research, Analysis, Design solutions and Testing
+ 1h15 min of hands-on exercises with the 5 facilitators from Traveloka.
User testingwebinar delljulievittengl-presentationslidesUserTesting
When Dell needed to redesign the enterprise product section of Dell.com, how did they do it? How did content strategists, UX designers, PMs, and user researchers come together to understand business and customer needs?
Julie Vittengl, Senior Taxonomist and User Experience Researcher at Dell, shares how her team helped ensure that the enterprise website redesign was successful. She’ll discuss how the Digital Customer Experience research team is organized and how they get insights into how customers navigate the site.
Who you are. What you (now) need to know. And how to collaborate (well) with...Cindy Chastain
My portion of the IA Summit Beyond Findability pre-con workshop produced by Andrew Hinton. The presentation focuses on resolving the identity crisis many UX teams feel by first encouraging practitioners to look at who the are and what they (now) need to know, and the importance of collaborating (well) with peers of other disciplines. Other presenters include, Joe Lamatia, Erin Malone, Christian Crumlish and Joe Lamantia.
Personas are supposed to help us understand, target and serve our audience. Instead they create confusion and an awful lot of guess work without demonstrating many benefits. But it doesn't need to be that way - This presentation covers a simplified persona process that we can all relate to making it much more actionable than traditional models. The best part is that it is testable so you can benchmark and measure the impact of your efforts.
Presented at the Content Marketing Show 2013.
NoVA UX Meetup: Product Testing and Data-informed DesignJim Lane
These are the slides for the January 2013 NoVA UX Meetup in Vienna, VA. VP of UX Jim Lane shared tips, tools, and research strategies that the AddThis has used to develop publisher products used on over 14 million websites.
The user group you never knew you had ux camp 2015Hello Group
'The user group you never knew you had' is about designing for the experience of the stakeholders who sponsor either internal or external projects. As designers we immediately think of the end users but without subject matter experts, middle managers and corporate sponsors our job would be much harder. In the talk Mette Riisgaard Andresen and Henriette Hosbond describe tactics to ensure to get these key people on board in the design process. Originally shown at UX Camp Copenhagen 2015.
Rolf Molich - “Five users will find 85% of the usability problems” – and othe...UCDUK
Rolf Molich owns and manages DialogDesign, a small Danish usability consultancy that he founded in 1993. Rolf conceived and coordinated the Comparative Usability Evaluation studies in which more than 100 professional usability teams tested or reviewed the same applications. Rolf was a principal investigator in the Nielsen Norman Group’s large-scale usability test of 20 US e-commerce websites, involving more than 60 users. He has worked with usability since 1984 and wrote the best-selling Danish book User Friendly Computer Systems, of which roughly 30,000 copies have been sold. The book is now available in English, with the title Usable Web Design. Rolf is also the co-inventor of the heuristic evaluation method (with Jakob Nielsen). Rolf is an experienced speaker. His 24 tutorials at the Nielsen Norman Group World Tour attracted roughly 1,000 participants. The overall average participant evaluation of his tutorials was 4.46 on a five-point scale.
Slides Ian Multon recently used in his discussion w/ mentees of The Product Mentor.
The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.
Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.
http://TheProductMentor.com
The elements of product success for designers and developersNick Myers
All software, whether it's for consumers or workers, needs to meet the ever growing demands people have in today’s world. Greater user expectations and influence are forcing companies to create and deliver better products, but not every organization has a rich heritage in software creation like tech giants Apple and Google. Most companies need to be more customer-focused, become design specialists, and transform their cultures as they shift to become both software makers and innovators.
Myers, head of design services at Cooper, will share the elements of product success that companies need to possess and be market leaders: user insight, design, and organization. Myers will share principles and techniques that successful innovative companies use to truly understand their customers. He’ll also discuss the methods effective designers use to support their customers and create breakthrough ideas and delightful experiences. And he’ll finish by sharing the magic formula organizations need to deliver ground-breaking experiences to market.
This talk was given at UX Day.
As designers, we use empathy to solve critical leadership problems in our teams, and as servant leaders, our purpose is to serve others in a meaningful and productive manner.
An introduction to the Jobs to Be Done customer research/insights framework, with a focus on how product managers can put Jobs to Be Done into practice with key tools such as customer interviews, surveys, prototyping, and A/B testing.
This presentation aims to teach others how to use the user centered design methodology known as personas.
Personas are archetypes (models) that represent groups of real users who have similar behaviors, attitudes, and goals. A persona describes an archetypical user of software as it relates to the area of focus or domain you are designing for as a lens to highlight the relevant attitudes and the specific context associated with the area of work you are doing.
UXSA - Preparing for the Interview - 3-12-20Cherri Pitts
UX Researcher Cherri Pitts offers lots of information about prepping for user interviews followed by an engaging and active question and answer section.
What Do Users Really Think? Surveying Users About Your Help Contentpatricia_gale
You explore the product. You interview SMEs. You write until your fingers cramp. You polish. You publish. And…then what?
Do users use your beautiful documentation? Do they like it? Do they find it useful? How do you know? Ask them! Learn how to conduct a user survey to understand customer satisfaction with your learning content. Who should attend: Technical communicators of all stripes who want to understand what users think of their content, with the goal of improving the content, its findability, and/or usability.
Getting started with UX research October 2017.pptxCarol Rossi
You know you need customer insights to make good design decisions but without a dedicated researcher on your team how do you run the research? These tips will help you get started.
ProductCamp Boston is the world's largest and most exciting
crowd-sourced one-day event for product people. It's
organized by and for product managers, product marketers and
entrepreneurs, so attendees get the most out of the day.
Attendees learn about and discuss topics in product
management and product marketing, product discovery,
product development & design, go-to-market, product strategy
and lifecycle management, and product management 101,
startups, and career development.
www.ProductCampBoston.org
Reasons to use hypotheses for your design research, where hypotheses fit within Design Thinking/Lean UX, a framework to formulate stronger hypotheses and some hypotheses examples.
Engage and Inspire Through Collaborative Problem SolvingJaimi Kercher
Presentation for the Professional Women's Association (PWA) Conference at UCSB.
As a manager, our tendency is to believe we must “have it all figured out” in order to provide clear direction to our teams. But, what happens if we engage our staff in ideation and planning for our projects? This approach creates a broader range of possibilities, lifts the sole burden of decision making from the manager, and inspires ownership and sense of purpose to provide more job satisfaction among our staff. This hands on workshop will demonstrate the power of leveraging the unique talents of your team and some practical methods for bringing them together to create more robust, innovative, and diverse solutions.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
Technoblade The Legacy of a Minecraft Legend.Techno Merch
Technoblade, born Alex on June 1, 1999, was a legendary Minecraft YouTuber known for his sharp wit and exceptional PvP skills. Starting his channel in 2013, he gained nearly 11 million subscribers. His private battle with metastatic sarcoma ended in June 2022, but his enduring legacy continues to inspire millions.
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
3. Table of contents
UNDERSTANDING THE BUSINESS USER RESEARCH COMPETITIVE ANALYSIS
5 whys User Interview Feature analysis
Project Vision User Survey Position analysis
Stakeholder Map Field Studies
SMART Goals Service Safari
Who are your users? Picture Cards
Competition Persona Template
Data
5. Find the need. Then design the solution.
In that order.
“
6. STAKEHOLDER interview
What is your vision
for this offering?
What defines success
for this project?
What are the
potential pitfalls?
7. STAKEHOLDER interview
What is the problem?
Who is experiencing the
problem?
There has to be a clear problem that you’re
aiming to solve Try phrasing the problem from
your user’s perspective Ex. “I’m not sure
where to find the best pad thai.”
Are they of a certain age?
Do they work in a certain industry?
Have a particular skill set?
8. What do you want to do?
Why?
Why?
Why? *Root Cause
Why?
PROJECT VISIONSTAKEHOLDER interview
9. USERSSTAKEHOLDER interview
Who are your primary users?
What are their roles?
What are their typical background?
What defines success?
What is a bad result?
10. VALUE PROPOSITIONSTAKEHOLDER interview
What problems do your users have that this offering solves?
What is the core value proposition of the offering?
What is the main marketing message?
11. COMPETITIONSTAKEHOLDER interview
What is the target market?
What similar tools are in use today?
What are their relative strengths/ weaknesses?
How is this offering different?
13. vision
target audience
strategy
user problem
DEFINE PRODUCTSTAKEHOLDER interview
goal
Why are we doing this?
For whom are we doing this?
What problem do we solve?
How are we doing this?
What do we want to achieve?
14. DEFINE PRODUCTSTAKEHOLDER interview
People like
Have trouble with/ need
Which can be resolved by
We know we’re right when
Measured by
persona
problem| need
proposed solution
KPI | business result
qualitative| quantitative metric
“
15. Make it Specific
Make it Measurable
Make it Relevant
Make it Attainable
SMART GOALSSTAKEHOLDER interview
Make it Timely
What do you want to accomplish? Why is this important now?
How will you know when you have accomplished your goals?
Can I break it down to manageable pieces?
Is the goal too difficult or too easy to reach?
What is the target date for reaching this goal?
18. WHY IS IT IMPORTANT?UNDERSTANDING the user
Discover patterns and unknown insights
Set objectives, Create hypotheses, and reach conclusions
Invent possible futures
20. INTERVIEW TOPICS
The person’s background
Their occupation
Their use of technology
Their occupation
UNDERSTANDING the user
Their motivations/pain points
21. INTERVIEW TIPS
Set the schedule yourself.
Recruit more participants than your need.
UNDERSTANDING the user
Duration: No more than 45 min. (Factor in breaks)
Record the session. (Ask permission first)
Put the user into a teaching role and you’re the student.
Be casual and conversational.
Don’t judge their answers.
Thank them for participating!
22. PREPARING INTERVIEW
What issues and topics do you need to explore?
Who are the right participants?
How should you conduct the interview? In person? By phone? Online?
How will you capture the data? Camera? Voice recorder? Notebook?
UNDERSTANDING the user
23. EXPLORATORY RESEARCH
How are users approaching the problem?
What frustrates them about their current process?
What other activities go hand-in-hand with this problem?
UNDERSTANDING the user
What other tools are they using
24. GENERAL QUESTIONS
Ask behaviours, not feelings.
What they call it? (learn the language they use)
UNDERSTANDING the user
Find out what they know about the subject.
How they think it all works? (mental model)
What do they need to do before and after performing each task?
25. TASK QUESTIONS
What information and feedback do they need to perform the task?
Where do they tend to make errors?
UNDERSTANDING the user
What do they find easy / difficult?
What other people do they need to interact with to accomplish the task?
26. FOLLOW-UP QUESTIONS
Paraphrase what you heard and ask if it is correct.
Why do you…
UNDERSTANDING the user
What do you mean by….
Could you show me…
What would you have expected….
27. FEEDBACK QUESTIONS
What is the purpose of your visit today?
If you were not able to complete your task, why not?
UNDERSTANDING the user
Were you able to complete your task?
29. SURVEY PREP
Will a survey help me for this problem?
How will I reach them?
UNDERSTANDING the user
How will the survey help answer the problem?
Who are the right people to ask?
30. SURVEY CHECKLIST (1)
Are all the questions relevant to the specific problem?
UNDERSTANDING the user
Do you keep the language simple and direct? (Spell check)
Is there an “other” or “prefer not to answer option”
Did you cover all possible answer choices for multiple choice?
31. SURVEY CHECKLIST (2)
Is there any unnecessary questions?
UNDERSTANDING the user
Are there any biased/leading questions?
Are the rating scales specific and thought out?
32. FIELD STUDIESUNDERSTANDING the user
Terminology and processes
Context
Similarities and differences
What do users do and how do they talk about it
Do the user's requirements change when they are rushed ?
How do people behaviour compare in different settings?
33. What are the different stages which make up the service?
UNDERSTANDING the user
Which people are involved in delivering the service and what they do?
What information is available to people?
SERVICE SAFARI
What is the space like?
How involved are people in delivering the service contribute to the experience?
34. Collaging is a method of building empathy with your users.
UNDERSTANDING the user
Choose your topic of interest.
Create a collage board and get pictures
PICTURE CARDS
Set up | Give the topic and instructions | Leave the room | Discuss the collage.
Conduct Analysis
35. Collaging is a method of building empathy with your users.
UNDERSTANDING the user
Select pictures that reflect how you would and would not want to convey
Create a story on what you want to communicate.
PICTURE CARDS
Select pictures that reflect your experience with using [x].
36. STEPS
UNDERSTANDING the user
Choose your topic of interest.
Create a collage board and get pictures
PICTURE CARDS
Set up | Give the topic and instructions | Leave the room | Discuss the collage.
Conduct Analysis
37. This is great for gathering emotional feedback and to open a conversation with users.
UNDERSTANDING the user
Pick 3-5 adjectives that best capture their impressions.
ADJECTIVE CARDS
39. adjective Cards
Accessible Creative Fast Meaningful Slow
Advanced Customizable Flexible Motivating Sophisticated
Annoying Cutting Edge Fragile Not Secure Stable
Appealing Dated Fresh Not Valuable Sterile
Approachable Desirable Friendly Novel Stimulating
Boring Difficult Frustrating Old Straight Forward
Business’-like Disconnected Fun Optimistic Stressful
Busy Disruptive Gets in the way Ordinary Time-consuming
Calm Distracting Hard to use Organized Time-saving
Clean Dull Helpful Overbearing Too Technical
Clear Easy to use High quality Overwhelming Trustworthy
Collaborative Effective Impersonal Patronizing Unapproachable
Comfortable Efficient Impressive Personal Unattractive
Compatible Effortless Incomprehensible Poor quality Uncrontrollable
Compelling Empowering Inconsistent Powerful Unconventional
Complex Energetic Ineffective Predictable Understandable
Comprehensive Engaging Innovative Professional Undesirable
Confident Entertaining Inspiring Relevent Unpredictable
Confusing Essential Integrated Reliable Unrefined
Connected Exceptional Intimidating Responsive Usable
Consistent Exciting Intuitive Rigid Useful
Controllable Expected Inviting Satisfying Valuable
Convenient Familiar Irrelevent Secure Calm
Product
Reaction
Cards
40. Have you ever heard the sentence “It only takes 5 seconds to form an opinion” ?
UNDERSTANDING the user
Quick and inexpensive way to learn about users’ first impressions about a product.
5 SECOND TEST
41. UNDERSTANDING the user USER TESTING METRICS
Success Rate Time on Task Number of errors
Satisfaction Ease of Use Perceived amount of time
Key
Critical: If we do not fix this, users will not be able to complete the scenario.
Serious: Many users will be frustrated if we do not fix this; they may give up.
Minor: Users are annoyed, but this does not keep them from completing the scenario. This
should be revisited later.
42. SOURCING PARTICIPANTS
Online recruitment service
UNDERSTANDING the user
Placing a banner on your website.
Sending email invitation to subscribers / users.
Social media channels, forums, blogs etc…
44. PERSONAS
Age
UNDERSTANDING the user
Occupation Cultural Background
Generation Photo Driver | Motivation
Concerns Goal | Desire Needs
Personality Technology Behaviours
Quote Companies they like
45. PERSONAS
Age
UNDERSTANDING the user
Occupation Cultural Background
Generation Photo Driver | Motivation
Concerns Goal | Desire Needs
Personality Technology Behaviours
Quote Companies they like
47. COMPETITIVE ANALYSISUNDERSTANDING the market
GAP
(opportunity)
Y Axis AgeTraditional | Modern
AgeSocial | Independent
X Axis AgeEasy | Complex
AgeQuick | Time-consuming
48. FEATURE ANALYSISUNDERSTANDING the market
Features they like:
Primary Persona
Competitor Competitor Competitor
Feature
Feature
Feature
Feature
Secondary Persona
Tertiary Persona