Anne Thomas Manes Using User Experience

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Anne Thomas Manes Using User Experience

  1. 1. This Presentation Courtesy of the International SOA Symposium October 7-8, 2008 Amsterdam Arena www.soasymposium.com info@soasymposium.com Founding Sponsors Platinum Sponsors Gold Sponsors Silver Sponsors MAKE OR BREAK: USING USER EXPERIENCE SOA SYMPOSIUM 7 OCTOBER 2008 Anne Thomas Manes VP & Research Director Burton Group amanes@burtongroup.com http://www.burtongroup.com 2
  2. 2. 3 Make or Break: Using User Experience Agenda • Statements about user experience • Users, architects, and systems • Common UXP problems • Risks and reactions • Fat, thin, fit • Recommendations 4 Make or Break: Using User Experience STATEMENTS ABOUT USER EXPERIENCE
  3. 3. 5 User Experience Is an epiphenomenon: • The visible consequences of the underlying system • The user is primarily aware of what is seen WYGIWYS “What you get is what you see.” Gillian Crampton Smith
  4. 4. 7 Fact Good user experience (UXP) makes it easier to accomplish sophisticated tasks. (How much do we understand what users need to do?) 8 Fact Good UXP does not stop at the glass. (But we tend to relegate UXP to visual design.)
  5. 5. 9 Fact Poor UXP impacts productivity. (Are we helping?) 10 Fact Poor UXP corrodes trust. (Do we assume that people are forgiving?)
  6. 6. 11 Fact UXP design challenges the human - machine boundary. (How comfortable are we at that boundary?) One of the major goals of the drive to higher levels has always been to make as natural as possible the task of communicating to the computer what you want it to do. Douglas Hofstadter Gödel, Escher, Bach
  7. 7. One of the major goals of the drive to higher levels has always been to make as natural as possible the task of communicating to the computer what you want it to do. (apologies to) Douglas Hofstadter Gödel, Escher, Bach 14 Make or Break: Using User Experience USERS, ARCHITECTS, AND SYSTEMS
  8. 8. External users ide outs e insid system Architects* Internal users 16 External Users External users are not captive, and they don’t want to be constrained. They are driven by fashion and commerce. They are sophisticated users of many technologies.
  9. 9. 17 Internal Users Internal users are captive, but… Their tasks are becoming more complicated. They expect similar technology at home and at work. User Experience 18 Kate, age 15 Hacked my router IMs, emails and talks on the phone... (…to the same person at the same time) Huge media consumer Needs little instruction Fearless
  10. 10. User Experience 19 Earl, age 70 1. When you say ‘phishing’ he thinks you mean it 2. Mistrusts the computer 3. Only uses the branch… 3.1. …but is starting to explore the internet and… 3.2 …will eventually find hisBank.com 20 User Goals Users want control of their transactions… …especially in an increasingly virtual world. “You know all about me, but I’m in control.” Wim Guerden
  11. 11. 21 User Goals Users want to limit complexity… …and decrease “time to done”. “I don’t want to be controlled by a technology. I just want to get on with my life.” Donald Norman 22 System Architect Goals Architects want to increase flexibility… …and decrease (internal) time to market. “One of the best things you can do is turn a large project into a small one by simplifying its architecture and process.” Martin Fowler
  12. 12. 23 Systems System layers change at different rates, and for different reasons. space plan services stuff structure skin site From How Buildings Learn: Stewart Brand External users Web 2.0 ide outs e insid system Architects* Enterprise 2.0 Internal users
  13. 13. 25 Make or Break: Using User Experience COMMON UXP PROBLEMS 26 Common UXP Problems FEATURE SATURATION
  14. 14. 27 Just When I Thought I Knew How to Work It… 28 Toto WellyouII Not just a toilet…
  15. 15. Climate, Comfort and Cleansing 29 Control Unit • Stop button (?) • Timed heating/cooling of room • Automatic seat up/down • Sensor flush • Powerful deodorizer • Sound effects • while in use • volume control • onFlush() Network Connected Health Monitoring 30 Collection Device • urine analysis • blood pressure measurement • body fat analysis
  16. 16. 31 Adventure Version 32 Office 2003 to 2007
  17. 17. 33 How much do you really need? 34 Common UXP Problems PAVLOV’S UXP
  18. 18. Insert Card Here Insert Card Here
  19. 19. 37 Common UXP Problems OTHER THINGS THAT CAN GO WRONG 38 Right Application, Wrong Form Factor
  20. 20. 39 Design Overloads the Structure 40 Design Confuses the User
  21. 21. 41 Common UXP Problems APPLICATION DESIGN Independent Applications, 42 One Use Case Software as a Service User devices/apps Enterprise devices/apps
  22. 22. Independent Applications, 43 One Use Case Software as a Service User devices/apps Enterprise devices/apps 44 IT Aggregation causes technology inertia Misc. web Notes frameworks Enterprise COTS ASP/COM Legacy Java Someone’s really great idea Someone else’s really great idea Mainframe hardware and apps
  23. 23. 45 The process stack tech to biz stack 2.jpg 46 Make or Break: Using User Experience RISKS AND REACTIONS
  24. 24. 47 I discard quickly. now now + 1 year 48 I’m moving on!
  25. 25. 49 I’ll build what I need. And then ask you to support it… 50 Make or Break: Using User Experience FAT, THIN, FIT
  26. 26. 51 RIA and the Web Fat vs. Thin Fat Client Thin Client Client Server Processing Processing Decentrally Stateful Centrally Stateless Managed Managed Limited OS Integration Ubiquitous No OS Integration Rich Rich UXP Lacks UXP Portable Primitive Portability UXP Off-Line RIA On-Line 52 RIA and the Web RIA Capabilities
  27. 27. 53 Fit Clients Fit Client Fat Client Thin Client Client/Server Client Processing Server Processing Processing Decentrally Stateful Centrally Stateless Managed Managed Limited OS Integration Ubiquitous No OS Integration Rich Rich UXP Lacks UXP Portable Primitive Portability UXP Off-Line On/Off-Line RIA On-Line 54 Fit Client Capabilities
  28. 28. 55 Make or Break: Using User Experience RECOMMENDATIONS 56 Hire People who Study People Then… Anthropologists! Anthropologists!
  29. 29. 57 Integrate them into System Development 58 Increase Flexibility Decrease Coupling Manage Complexity space plan services stuff structure skin site
  30. 30. Make or Break: Using User Experience 59 References • Burton Group’s Application Strategies • Rich Internet Applications: Creating an Effective Web Experience • Rich Mobile Application Development: Technologies and Standards • Burton Group’s Content and Collaboration Strategies • SharePoint in the Enterprise: Building it Right from the Start • Content Analytics: Assessing the Value of Corporate Content • Burton Group’s Identity and Privacy Strategies • User Provisioning • Personalizing the Identity Management Infrastructure: Engaging Users in Content Management • Burton Group’s Security and Risk Management Strategies • Securing “Web 2.0” Technologies

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