What id can_learn_from_ux_122011


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Presentation to the Portland American Society for Training & Development Learning Leaders SIG. Research and analysis techniques that trainers can borrow from the user-centered design to help solve performance problems. Presented 12/1/2011.

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  • Introduction & Overview of Presentation                                       5 minutes
  • itsybitsycute.blogspot.com
  • (Jeanne) 15 minutes Definition and description High-level examples
  • What does it mean to employ a user-centered design process?
  • (Barbara) 20 minutes Both UX and ID focus on solving performance problems
  • Instructional Design is: Focus on end-user Established development models Many research techniques Technology agnostic UX Focus on end-user Established development models Many research techniques Technology agnostic; but man-made objects always play a role
  • So in training, the goal of a good UX is that the interface doesn’t interfere with the learning. “Don’t make me think”
  • (Jeanne) 10 minutes Training!!! UX tools that you can add to your training design resources High-level descriptions of: Customer Journey Personas and context scenarios Prototyping and usability testing
  • A customer journey is a visual way of describing the everyday experience that your customers have when they do business with you. er journey mapping builds a mirror and enables us to question why we do the things we do. It makes things visible, which might have been right in front of us, but were so familiar we did not notice them or question them. It never occurred to us we could change them. It brings knowledge, already embedded in the organisation, to the surface and makes explicit what is implicitly already there. When are they useful? 3 types Visualize data that you’ve collected about your customers; a dimension/extension of a persona. To describe how a company does business with its customers; an internal visualization of a process A device to help people tell a story that is meaningful to them.
  • Customer’s words; their emotions, their language and taxonomy, their passions. http://acozykitchen.com/whole-wheat-buttermilk-biscuits/
  • How did you get to your current career?
  • Draw for 5 minutes. One example come up and share in front of group.
  • http://www.f13.net/index.php?itemid=788
  • (Jeanne) 20 minutes
  • http://www.copyblogger.com/open-loops-2/ Example scenarios: Fire station buys a new ladder truck using the latest smokerator extinguishing system. The station crew has to be trained and is the pilot for the city rollout/adoption of the truck. Problem statement: employees are getting too fat from sitting around too much. Devise a program to get more exercise and reduce health costs.
  • (Barbara) + Activity 20 minutes http://www.callies.com/prototyping/
  • Custom art created using Wordle. www.wordle.net
  • Gary Larsen, Far Side
  • Providence Health Plan photo.
  • : Usability Testing http://3-b-s.in/keyword/surprised+face/ NEB usability test – this is a local prototype Go to OHSU and find out how much it would cost to get a botox treatment
  • (Barbara, and Jeanne) 10 minutes http://www.naturepods.com/tag/pollinator Both focused on solving performance problems Training focuses on the content UX focuses more on the interfaces/mediators to the content.
  • What id can_learn_from_ux_122011

    1. 1. ASTD Learning Leaders SIG WHAT TRAINING CAN LEARN FROM UX Jeanne Turner Barbara Holmes
    2. 3. WHAT IS UX?
    3. 4. What is User Experience? <ul><ul><li>Perceptions, responses, and emotions that result from the use of a product, system or service </li></ul></ul><ul><ul><li>Subjective: it is about a person's feelings and thoughts </li></ul></ul><ul><ul><li>Dynamic: it changes over time and with variations in circumstances  </li></ul></ul>Diagram by Peter Morville, Semantic Studios: http://semanticstudios.com/publications/semantics/000029.php
    4. 5. Examples of User Experience Photo by jzawodn: http://www.flickr.com/photos/jzawodn/58133212/sizes/z/in/photostream/
    5. 6. Examples of User Experience Photo by laughing squid: http://www.flickr.com/photos/laughingsquid/3033724807/sizes/l/in/photostream/
    6. 7. Examples of User Experience Photo by pin add: http://www.flickr.com/photos/pinadd/2858659917/sizes/z/in/photostream/
    7. 8. Examples of User Experience Photo by szilard: http://www.flickr.com/photos/szilard/2158760035/sizes/z/in/photostream/
    8. 9. Examples of User Experience Castle and Mickey photos by Express Monorail: http://www.flickr.com/photos/expressmonorail/4007361094/sizes/o/in/photostream/, http://www.flickr.com/photos/expressmonorail/3084577531/sizes/l/in/photostream/ Princess photo by armadillo444: http://www.flickr.com/photos/armadillo444/5392520554/sizes/o/in/photostream/ Towel photo by mr matt: http://www.flickr.com/photos/mrmatt/229129736/sizes/z/in/photostream/
    9. 10. What is User-Centered Design? User-Centered Design is a process that is intended to create a product, service, or system centered around the users' needs and goals and that hopefully leads to an overall positive user experience.
    10. 11. User-Centered Design Process <ul><ul><li>The needs and goals of the end user are the main consideration </li></ul></ul><ul><ul><li>Business objectives and technical constraints are set aside at the beginning </li></ul></ul><ul><ul><li>User needs and goals remain the focus throughout the design process   </li></ul></ul>Diagram by SAP: http://www.sapdesignguild.org/resources/ucd_process.asp
    11. 12. INTERSECTION OF UX & TRAINING Significant skills and mindset crossover make the two disciplines natural partners
    12. 13. Similarities
    13. 14. Similarities <ul><li>Training </li></ul><ul><ul><li>Focus on end-user </li></ul></ul><ul><ul><li>Established development models </li></ul></ul><ul><ul><li>Many research techniques </li></ul></ul><ul><ul><li>Technology agnostic </li></ul></ul><ul><li>UX </li></ul><ul><ul><li>Focus on end-user </li></ul></ul><ul><ul><li>Established development models </li></ul></ul><ul><ul><li>Many research techniques </li></ul></ul><ul><ul><li>Technology agnostic; but man-made “Things” always play a role </li></ul></ul>
    14. 15. Differences <ul><li>Training </li></ul><ul><ul><li>Behavior change  </li></ul></ul><ul><ul><li>Planned-for  </li></ul></ul><ul><ul><li>Practice skills, test and evaluation </li></ul></ul><ul><ul><li>Interface plays a supporting role to the content </li></ul></ul><ul><li>UX </li></ul><ul><ul><li>Fluid integration into daily life </li></ul></ul><ul><ul><li>Designed in </li></ul></ul><ul><ul><li>Measurement & Optimization (M&O) </li></ul></ul><ul><ul><li>Interface is the key focus </li></ul></ul><ul><ul><li>Business goals vs. user needs </li></ul></ul>
    15. 16. New Expectations <ul><ul><li>Interface must also delight   </li></ul></ul>
    16. 17. BREAK: 15 MINUTES
    17. 18. KEY UX TOOLS
    18. 19. UX Tools <ul><ul><li>Customer journey </li></ul></ul><ul><ul><li>Personas and context scenarios </li></ul></ul><ul><ul><li>Prototyping and usability testing </li></ul></ul>
    19. 20. A data visualization and a research technique that can identify gaps and opportunities. CUSTOMER JOURNEY
    20. 21. Customer Business
    21. 22. <ul><li>  As a data visualization </li></ul><ul><ul><li>Collects and aggregates what you've already researched about your target audience. </li></ul></ul><ul><ul><li>Enables team to keep focused on the end user. </li></ul></ul><ul><ul><li>Unites business goals to learner/user goals. </li></ul></ul><ul><li>As a research tool </li></ul><ul><ul><li>Provides real taxonomy and language </li></ul></ul><ul><ul><li>Illustrates real scenarios, context </li></ul></ul><ul><ul><li>Illustrates emotions and decision-making points </li></ul></ul><ul><ul><li>Supports communication. </li></ul></ul>
    22. 23. ACTIVITY: CUSTOMER JOURNEY How did you get to your current career? How did you end up in your current living situation?
    24. 26. Personas User Research informs the creation of personas, representative user archetypes that are used to guide the design process. 
    25. 27. Context scenarios User Research is also used to create context scenarios, descriptions of our personas within the context of their need state and the tasks they need to complete to meet their goals.
    26. 28. Personas                Scenarios  <ul><ul><li>Prevent &quot;design for self&quot; </li></ul></ul><ul><ul><li>Separate stakeholder needs from the user needs </li></ul></ul><ul><ul><li>Communicate user needs in a meaningful way  </li></ul></ul><ul><ul><li>Distinguish unique user perspectives  </li></ul></ul><ul><ul><li>Put the personas into the context of use </li></ul></ul><ul><ul><li>Helps us design for the  full experience, start to finish </li></ul></ul><ul><ul><li>Serve as a foundation for low-fidelity prototypes </li></ul></ul><ul><ul><li>Used as the basis for tasks in usability testing </li></ul></ul>
    27. 29. ACTIVITY: STRING OF PEARLS        
    28. 30. String of Pearls <ul><li>An improv technique to quickly generate and ideate stories. </li></ul><ul><ul><li>Person 1: State the first sentence of the story. </li></ul></ul><ul><ul><li>Person 2: State the final sentence of the story. </li></ul></ul><ul><ul><li>One by one, each remaining person contributes a sentence to the story.  </li></ul></ul>
    29. 31. PROTOTYPING & USABILITY TESTING Build and test mockups and sequences to ensure that the program/training works as intended.
    30. 32. Prototyping
    31. 33. Usability Testing <ul><ul><li>Find obstacles in design  </li></ul></ul><ul><ul><li>Fast, low cost </li></ul></ul>
    32. 34. Technique <ul><li>Think Aloud  </li></ul><ul><ul><li>Moderator presents a scenario </li></ul></ul><ul><ul><li>Moderator then keeps quiet and prompts participant </li></ul></ul><ul><ul><li>Notetaker records notes </li></ul></ul><ul><ul><li>Digital recording helpful </li></ul></ul>
    33. 35. ACTIVITY: USABILITY TESTING ASTD Learning Leaders Who's gonna come up here and volunteer?
    34. 36. CONCLUSION UX and Training are natural partners as each leverages complementary skills and outcomes
    35. 37. QUESTIONS If you need to reach us: Barbara Holmes Email: bholmes@isitedesign.com Twitter: @volleyballbarb Jeanne Turner Email: [email_address] Twitter: @jean_marie ASTD Learning Leaders
    36. 38. References <ul><li>Customer Journey </li></ul><ul><li>Bruce Temkin http://experiencematters.wordpress.com/2009/03/03/legos-building-block-for-good-experiences/ </li></ul><ul><li>Jason Hobbs http://www.boxesandarrows.com/person/122-jasonhobbs </li></ul><ul><li>Boxes and Arrows http://www.boxesandarrows.com/view/journeys_needs </li></ul><ul><li>The Yard Creative http://www.theyardcreative.com/bandqhongkong.html </li></ul><ul><li>Engine Group http://www.enginegroup.co.uk/service_design/m_page/customer_journey_mapping </li></ul><ul><li>Adam Richardson http://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html </li></ul><ul><li>Joyce Hostyn http://www.joycehostyn.com/blog/2010/03/22/visualizing-the-customer-experience-using-customer-experience-journey-maps / </li></ul><ul><li>People and Participation.net http://www.peopleandparticipation.net/display/Methods/Customer+Journey+Mapping </li></ul>
    37. 39. References <ul><li>Personas and Scenarios </li></ul><ul><li>Alan Cooper, Cooper http://www.cooper.com/journal/2003/08/the_origin_of_personas.html </li></ul><ul><li>User Research for Personas and Other Audience Models, UX Matters http://www.uxmatters.com/mt/archives/2009/04/user-research-for-personas-and-other-audience-models.php </li></ul><ul><li>Todd Zaki Warfel, Data Driven Design Research Personas http://www.slideshare.net/toddwarfel/data-driven-design-research-personas </li></ul><ul><li>Prototyping and Usability Testing </li></ul><ul><li>Jacob Nielsen www.useit.com </li></ul><ul><li>Jared Spool www.uie.com </li></ul><ul><li>Carnegie Mellon University Library (nice summary of lots of references) http://www.sei.cmu.edu/library/abstracts/reports/92tr013.cfm </li></ul><ul><li>Usability Body of Knowledge http://www.usabilitybok.org/methods/p312 </li></ul>
    38. 40. <ul><li>Improv Techniques </li></ul><ul><li>The Second City Guide to Improv in the Classroom: Using Improvisation to Teach Skills and Boost Learning http://www.amazon.com/Second-City-Guide-Improv-Classroom/dp/0787996505 </li></ul><ul><li>Build a Better Team with Improv http://assets.en.oreilly.com/1/event/61/Build%20a%20Better%20Team%20with%20Improv%20Presentation.pdf </li></ul>References