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10 Most Common Misconceptions About User Experience


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What user experience design is NOT.

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10 Most Common Misconceptions About User Experience

  1. 1. 10Most CommonMisconceptions AboutUser Experience Design Whitney Hess @whitneyhess
  2. 2. 1User experience design is NOTUser interface design. Whitney Hess @whitneyhess
  3. 3. “User experience isnt a layer or component of a product or service. Its really about the design of whole systems and their interconnections.”Andrew HintonSenior information architect at Vanguard Whitney Hess @whitneyhess
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  5. 5. 2User experience design is NOTA step in the process. Whitney Hess @whitneyhess
  6. 6. “User experience design isnt a checkbox. You dont do it and then move on. It needs to be integrated into everything you do.”Liz DanzicoChair, MFA in Interaction DesignSchool of Visual Arts in NYC Whitney Hess @whitneyhess
  7. 7. SOLUTIONS Future state Current state Write user-centered It stands almost complete and finished in my mind so requirements specifications ABSTRACTION that I can survey it like a fine picture or a beautiful statue. Research user interface topics Wolfgang Amadeus Mozart, from Information Design, edited by Robert Jacobson Create user interface style guides An ounce of action is worth CONCEPTUAL Conceptual and detailed design a ton of theory. MODEL of user interfaces Friedrich Engels (1820 - 1895) Review and test usability USE Information architecture CASES “An architect is defined as for large bodies of content someone who forgets to put in the staircase.” Write and edit documentation Gustave Flaubert, French novelist (1821-80), Dictionnaire des idées reçues (1881). CONCEPTUAL Dilbert: “Your user require- DESIGN ments include four hundred features. Do you realize that no human would be able to use a product with that level of complexity?” “Rules are sparse; we forget Feature Creep: “Good point. them. Stories, being rich in I’d better add ‘easy to use’ “If you want to know what details, are multiply index- to the list.” happens when you throw able...Moreover, if a rule fails, Dilbert as quoted in Paper a stone into a pond, it is infi- it can be reassessed only Prototyping, Carolyn Snyder nitely better to make a trial with great difficulty because and film it than to attempt rules hang in the air, unat- to theorize about it.” tached to experience. But if “Igloo: an indigenous home the lesson attached to a spe- René Thom, Physicist constructed of local building cific story fails, the events of materials. Bavarian castle: MOCK-UP the story can be reassessed a home constructed to impress to figure out why the lesson the neighbours. Space station: failed and what other lesson a mobile home with a view.” might have been drawn.” SCENARIOS Donald C. Gause & Gerald M. Weinberg, Tell Me a Story, Roger C. Schank USER OF USE Exploring Requirements: Quality Before Design REQUIREMENTS FUTURE STATE I’m going to kill myself. I should go to Paris and jump USABILITY off the Eiffel Tower. I’ll be CONTENT “I write scripts to serve as TEST “Just wait, Gretel, until the moon rises, and then we shall PROTOCOL dead. You know, in fact, if skeletons awaiting the flesh see the crumbs of bread I get the Concorde, I could INVENTORY and sinew of images.” which I have strewn about; TAXONOMY be dead three hours earlier, which would be perfect. Or Ingmar Bergman, NY Times 22 Jan 78 they will show us our way wait a minute. It – with the SCENARIOS “Our burgeoning digital cul- ture is heading for oblivion, AND METADATA home again.” OF USE time change, I could be alive Hansel and Gretel for six hours in New York but and fast…future anthropolo- dead three hours in Paris. CURRENT STATE gists will find our pottery but I could get things done, and not our e-mail.” INFORMATION ARCHITECTURE I could also be dead. James Gleick, Faster: the Woody Allen (one of the greatest Acceleration of Just about personas of the 20th century… good Everything thing he didn’t take the plane to Paris) “Technical work needs reviewing for the same USABILITY “Break it, stretch it, bend it, crush it, crack it, fold it.” “Regulations [are] written for the obedience of fools and reason that pencils need erasers: to err is human.” TEST Bruce Mau, Lifestyle the guidance of wise men.” Anonymous. Featured in the film Freedman and Weinberg, Handbook EXPERT Reach for the Sky (UK, 1956). of Walkthroughs, Inspections and PERSONAS Technical Reviews REVIEW GRAPHIC DESIGN STYLE “Those things that hurt, GUIDE TEST instruct.” REPORT Ben Franklin “Sight, even though used by all of us so naturally, has not COMMUNICATION PLAN yet produced its civilization. Sight is swift, comprehensive, simultaneously analytic and RESEARCH synthetic. It requires so little DETAILED REPORT energy to function, as it does, SPECIFICATION DOCUMENTATION FIELD at the speed of light, that it permits our minds to receive STUDIES and hold an infinite number of items of information in a fraction of a second. With Observation The men of experiment are “First, the taking in of scat- “He who every morning plans “To determine whether or not sight infinities are given at “A little manure on the boots like the ant, they only collect tered particulars under one the transaction of the day a spark is being delivered to once; wealth is its description.” may disturb city folks, but in and use; the reasoners Idea, so that everyone and follows out that plan, the spark plug, hold a spark requirements work, you learn resemble spiders, who make Caleb Gattegno, Toward a Visual understands what is being carries a thread that will plug wire approximately 1/4 cobwebs out of their own Culture talked about…Second, the guide him through the maze inch away from the cylinder not to mistake appearance for value.” substance. But the bee takes separation of the Idea into of the most busy life. But head as the engine is cranked Donald C. Gause & Gerald M. the middle course: it gathers parts, by dividing it at the where no plan is laid, where with the starting motor…If a Weinberg, Exploring Requirements: its material from the flowers joints, as nature directs, the disposal of time is surren- spark is noted from each of Quality Before Design of the garden and field, but not breaking any limb in dered merely to the chance the wires, the trouble is not transforms and digests it by half as a bad carver might.” of incidence, chaos will soon likely to be with the ignition a power of its own. Not unlike Plato, Phaedrus, 265D reign.” system.” this is the true business of Victor Hugo (1802 - 1885) from Ford’s 1941 Deluxe and Super philosophy (science). Deluxe Reference Book (Ford did not Francis Bacon caution the reader against getting shocked or performing this quick-fix Current state while standing in a puddle.). Future state hoto credits: Geert Allegaert, Joannes Vandermeulen and Karolien Taverniers - Thanks to Alain Schiffeleers and Andreea Chelaru TIMECOMMUNICATION PLAN CONCEPTUAL MODEL DETAILED SPECIFICATION FIELD STUDIES INFORMATION ARCHITECTURE PERSONAS STYLE GUIDE USABILITY TEST USE CASESA document describing the scope and the The concepts that the design must communicate A detailed specification describes the compo- Observing users in the environment in which Document describing the information architec- Personas are lively descriptions of typical users. A document describing the formal conventions A method by which users of a product are asked A use case defines a set of use-case instancesplanning of the communication project: what in order for the user to understand and operate nents and behaviour of the user experience they will work with the digital product that is ture of a digital product. In some cases, the They are based on patterns and findings to be followed within a family of digital prod- to perform tasks in an effort to measure the in which each instance is a sequence of actionsis to be communicated, for whom and how; the product. The conceptual model in sufficient detail for the developer, and may being designed. information architecture specification offers gathered during field studies. Using personas ucts. Conventions can be lexical (what are the product’s ease-of-use, task time, and the user’s a system performs that yields an observablewhere the challenges and opportunities lie. differs from the technical model, which is the include the design rationale. two perspectives: prevents designers from drifting towards an codes, both visual and linguistic) and syntacti- perception of the product. result of value to a particular actor, often a user. way the developer understands the product. GRAPHIC DESIGN • User’s side: what the user sees —the taxonomy idealized view of users that lacks nuance. cal (how the codes can be assembled to formCONCEPTUAL DESIGN It also differs from the mental model, which is DOCUMENTATION The design of the look and feel of the digital and structuring of the information on the pages. practical wholes). USABILITY TEST PROTOCOL USER REQUIREMENTS Whitney Hess @whitneyhessA set of sketches illustrating the main interaction the concept that an individual user develops The final deliverables of a documentation product. The graphical design usually consists • Authoring/Storage side: describing the author- RESEARCH REPORT The protocol describes scope, goals, settings, User requirements are a formal expressionconcept of a digital product. The conceptual in order to understand the product. project. Usually the writing process of docu- of a specification of standard colours, icons, the ing and storage of the information, workflows, A document that expresses the findings of a TAXONOMY AND METADATA instructions and tasks to be performed by of the desired functions and qualities of thedesign starts with paper and pencil. mentation takes three iterations: draft version, location of graphical elements and typography. metadata, topics and information types. research project. Creative and rational at the Design of the information structure, the labelling a test participant. future digital product. Not only product features, CONTENT INVENTORY pre-final version, and final version. same time, it provides insight into murky territory. and the terminology that will be applied to the but also non-functional requirements, such A structured list of all content (documents, digital MOCK-UP content of a digital product. The information as reliability and usability, are included. assets, information chunks, etc.) that must be EXPERT REVIEW A more or less realistic simulation of the user SCENARIOS OF USE structure is usually a tree or a matrix (faceted considered for publication in a digital product. During expert reviews, a number of experts interface that combines the scenarios of use [current state/future state] classification).
  8. 8. “Most clients expect experience design to be a discrete activity, solving all their problems with a single functional specification or a single research study. It must be an ongoing effort, a process of continually learning about users,responding to their behaviors, and evolving the product or service.”Dan BrownCo-founder and principal at EightShapes Whitney Hess @whitneyhess
  9. 9. 3User experience design is NOTJust about technology. Whitney Hess @whitneyhess
  10. 10. “User experience design is not limited to the confines of the computer. It doesnt even need a screen... User experience is any interaction with any product, any artifact, any system.”Bill DeRoucheyDirector of interaction design at Ziba Design Whitney Hess @whitneyhess
  11. 11. Carelman’s teapotfrom Don Norman’s ﬔe Design of Everyday ﬔings Whitney Hess @whitneyhess
  12. 12. 4User experience design is NOT Just about usability. Whitney Hess @whitneyhess
  13. 13. “While usability is important, its focuson efficiency and effectiveness seems to blur the other important factors in UX, which include learnability and visceral and behavioral emotional responses to the products and services we use.”David MaloufProfessor of interaction designSavannah College of Art & Design Whitney Hess @whitneyhess
  14. 14. Whitney Hess @whitneyhess
  15. 15. 5User experience design is NOT Just about the user. Whitney Hess @whitneyhess
  16. 16. “We just can’t always do what isbest for the users. ﬔere are a set of business objectives that are needing to be met—and we’re designing to that, as well.”Russ UngerDirector of Experience Planning, DraFCB Whitney Hess @whitneyhess
  17. 17. Whitney Hess @whitneyhess
  18. 18. Whitney Hess @whitneyhess
  19. 19. 6User experience design is NOT Expensive. Whitney Hess @whitneyhess
  20. 20. “Sometimes a fully-fledged, formal UCDprocess may not be the best thing to try first time. It’s extremely important–and totallypossible no matter where you’re working orwhen you arrive on a project–to make small improvements to both the project and the product by introducing some user experience design techniques.”Steve BatyPrincipal and UX strategist, Meld Consulting Whitney Hess @whitneyhess
  21. 21. Whitney Hess @whitneyhess
  22. 22. “People cling to things like personas, user research, drawing comics, etc. In reality the best designers have atoolbox of options, picking and choosing methods for each project what makes sense for that particular project.”Dan SafferFounder and principal, Kicker Studio Whitney Hess @whitneyhess
  23. 23. 7User experience design is NOT Easy. Whitney Hess @whitneyhess
  24. 24. Whitney Hess @whitneyhess
  25. 25. Cutting cornersAll assumption, no validationOne-size-fits-all solutionsFeature creepDesign during development Whitney Hess @whitneyhess
  26. 26. 8User experience design is NOTﬔe role of one person or department. Whitney Hess @whitneyhess
  27. 27. “User experience isn’t just the responsibility of a department or a person. ﬔat compartmentalist view of UX is evidence that it is not part of the organizational culture and hints to teams not having a common goal or vision for the experience they should deliver collectively.”Livia LabatePrincipal, UX, Comcast Interactive Media Whitney Hess @whitneyhess
  28. 28. Whitney Hess @whitneyhess
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  30. 30. 9User experience design is NOT A single discipline. Whitney Hess @whitneyhess
  31. 31. “User experience may not even be a community just yet. At best, it’s a common awareness, a thread that ties together peoplefrom different disciplines who care about good design, and who realize that today’s increasingly complex design challenges require the synthesis of different varieties of design expertise.”Lou RosenfeldUX book publisher at Rosenfeld Media Whitney Hess @whitneyhess
  32. 32. Whitney Hess @whitneyhess
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  34. 34. 10User experience design is NOT A choice. Whitney Hess @whitneyhess
  35. 35. “ﬔe biggest misconception isthat companies have a choice toinvest in their user’s experience. To survive, they don’t.”Joshua PorterPrincipal at Bokardo Design Whitney Hess @whitneyhess
  36. 36. Experiences happen, whether or not you plan them.When not intentionally designed,there’s a much higher likelihood of the experience being poor. Whitney Hess @whitneyhess
  37. 37. User experience design isNOT...1. User interface design It is the system2. A step in the process It is the process3. Just about technology It is about behavior4. Just about usability It is about value5. Just about the user It is about context6. Expensive It is flexible7. Easy It is a balancing act8. ﬔe role of one person or dept It is a culture9. A single discipline It is a collaboration10. A choice It is a means of survival Whitney Hess @whitneyhess
  38. 38. ﬔank you. Whitney Hess @whitneyhess