When less is more: lean UX

1. When Less is More
Applying Lean in the context of User Experience
by Irene Melo
(Web Strategy Team)
February 2013

2. Where it all starts…
Lean
Is an improvement approach to improve flow and eliminate waste.
In its original manufacturing context it meant to produce more, using less resources.
User Experience (UX)
The perceived experience, by a user, when using a product, system or service.
In our context of work, a good online UX consists in being able to complete a task quickly and smoothly.
In a nutshell, Lean UX is about getting rid of all the ‘clutter’ that
gets in the way of an effective user experience.

3. Lean and UX principles
Lean
1.
2.
3.
4.
5.
User Experience
Identify customers and specify value
Identify and map the value stream
Create flow by eliminating waste
Respond to customer pull
Pursue perfection
1.
2.
3.
4.
5.
Understand your users and support their goals
Make your interface easy to learn and enjoyable to use
Remain consistent and remove duplication
Form a dialog with your users
Iterate
Can you spot the similarities?

4. But there’s more to Lean UX…
“
Inspired by Lean Startup and Agile development
theories, it's the practice of bringing the true nature
of our work to light faster, with less emphasis on
deliverables and greater focus on the actual
experience being designed.
”
Jeff Gothelf

5. The processes
‘Normal’ UX process
Concept
Validate
internally
Prototype
Validate
Learn from
externally user behaviour
Lean UX process
Think
Make
Change
Iterate

6. The processes
‘Normal’ UX process
Concept
Validate
internally
Prototype
Validate
Learn from
externally user behaviour
Lean UX process
Think
Make
Change
Iterate

7. Lean UX is not always right
For more complex or creative pieces of work, Lean UX might prove too reductionist.
A new
game.
Whoohoo
Excited cat
Erm…was
that it?
Frustrated cat
This seldom is the case in web-based work, though.

8. How can CCC services help?
Applying lean principles is not easy and requires everyone’s effort.
Here’s how you can help the lean process:
•Forget any assumptions you might have: wear your customers’ shoes and try to
understand their view of the world
•Look at the customer feedback available to you (online feedback, CC calls, etc)
•Think of what other services (internal and external) support the service(s) you provide
•Get in touch with the Web Strategy Team early on to:
• help you analyse customer data
•assist with design solutions to meet customer needs

9. Summary
Lean UX is about:
•Less content for more manageable websites
•Less content for better SEO and smoother task completion
•Less talk, more pragmatic approach to implementing changes.
•Being constantly ‘on the move’: improving
testing
improving
•Less deliverables, more ‘hands-on’ work.
Less waste (of time, resources, content).
More savings (of money) and satisfaction (customer).

10. Questions?
Irene.Melo@cambridgeshire.gov.uk
Thank you! 