User Experience Debt: Creating awareness and acting on missed opportunities

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

UX DebtCreating awareness andacting on missed opportunities.

@andrewjwright#uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Picture someone you’ve borrowed something from.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Imagine that person was one ofyour users.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

I.O.U.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Useful,Usable, andDesirable.

We create experiences that are

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

recurring problems• limited time, budget, and resources

compromise the design

• good ideas get lost in the shuffle

• decisions are made without understanding the impact on the experience

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

To improveyour product,

identify the threats.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

technical debt - ward cunningham

Carrigg Photography - http://www.carriggphotography.com/

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Hierarchy of Needs- Aarron Walter

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IntentionalUX Debt

UnintentionalUX Debt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Intentional UX debt is a result of decisions made based on project constraints.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Not enough budget, time, or people to design, test, iterate, and build everything.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Lots of budget and time butnot enough people.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Budget and more than enough people, but no time.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Designers

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Developers

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Executives

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

ProductManager/Owner

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Project / Product Lifespan

Intentional UX Debt can be created any time.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Example: JunkMail

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

In order to stay in touch with my mom,

as a web-savvy internet user and world traveller,

I want to send email from my browser.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

It's so frustrating typing my email in this tiny little box....It's the worst.

Feedback

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

I can't tell if the address I'm typing is right ‘cause I can’t see it.

Feedback

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

I don't get what happens when I click 'done'... is it saved somewhere or something?

Feedback

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Time forsome changes, eh?

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Perceived UX Debt is the result of a hunch or hypothesis without evidence to immediately back up the claim.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

#protipsYou know you’re creating UX Debt when you hear...

• "we'll fix it later"

• "we'll improve it in release 2"

• "we don't have time"

• "we don't have resources"

• "we can train them on that"

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Unintentional UX debt results from misconceptions about users and from changes in their needs, abilities, or expectations over time.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Team

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Users

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Competitors

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Competitors’Users

Competitors

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Project / Product Lifespan

The worst Unintentional UX Debt is created here.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Project / Product Lifespan

Un

inte

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na

l UX

De

bt

Unintentional UX Debt naturally increases over time.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

pinch and zoom

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

There are times when I write all or part of a message and I just want to throw it away.

Feedback

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

I can't remember anyones’ email address... can I save them somewhere or something?Or maybe you could add that thingy that Awesomemail has... that'd really help.

Feedback

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Sometimes I start writing a message and I can't send it right away but I don't want to have to retype the whole thing.

Feedback

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

I can't remember anyones’ email address... can I save them somewhere or something?Or maybe you could add that thingy that Awesomemail has... that'd really help.

Feedback

IA Summit – March 30, 2014 – @andrewjwright #uxdebtImage c/o Apple Inc.http://support.apple.com/kb/ht2486

Interviews

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

2 approachesto assessing UnintentionalUX Debt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

1. be deliberate

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

2. pay attention

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

This lens is a tool forbetterment.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Get rid of UX Debt in 3 steps

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Determine if and where UX Debt exists.

1.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Compare severity to importance

2.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Make time to fix it3.

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Socialize the concept

+1

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

First you make it work,then you make it work well,and then you make it so people can't imagine life any other way. That's #UX.

- Karl Fast

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Thank you!@andrewjwright#uxdebt

ResourcesSample UX Debt Tracking spreadsheet: http://bit.ly/P2oMOG

IA Summit – March 30, 2014 – @andrewjwright #uxdebt

Attributions

Designing for Emotion – Aarron Walter – Hierarchy of (User) Needshttp://www.abookapart.com/products/designing-for-emotion

Public Domain – People designed by Dima Kolchan

Creative Commons – Attribution (CC BY 3.0) – Money Bag designed by Patrick Morrison from the Noun Project

Creative Commons – Attribution (CC BY 3.0) – Time designed by Wayne Middleton from the Noun Project

Public Domain – Magnifying Glass – Roy Lichtensteinhttp://www.wikipaintings.org/en/roy-lichtenstein/magnifying-glass-1963

Creative Commons – Attribution (CC BY 3.0) – 3 steps https://www.flickr.com/photos/zen/

Creative Commons – Attribution (CC BY 3.0) – Waterfallhttps://www.flickr.com/photos/3sth3r/

Creative Commons – Attribution (CC BY 3.0) – Rapidshttps://www.flickr.com/photos/desawindsinger/