Why user experience design fails

@PatrickMooney

#RefreshBoyne

30th November 2016 bit.ly/RefreshBoyneUX

Why User Experience

Design Fails.

@PatrickMooney

Why User Experience

Design Fails.

bit.ly/RefreshBoyneUX

My Community engagement

• Monthly MeetUp Group• Co-Organiser• 1500+ Members• @Dublin_UX• meetup.com/Dublin-UX/

• Guide to all UX events• Across Lanyrd and

Twitter• @UXinDublin

• UXoverLunch• New initiative to

promote shared learning over lunch

• @UXoverLunch• UXoverLunch.com

Why User Experience Design Fails

in 7 lessons

But first a message….

Is UX this lean mean machine?

Expectation it will make everything

rightIt’s magic?

Not understandingUser Experience

Why User Experience

Design Fails.

1

What does UX mean to you?

https://www.paulolyslager.com/what-does-ux-mean/

“It means user satisfaction.”“Not having cheeky pop up windows like this

interrupt my browsing experience.”

“In my humble opinion, it means how a user feels about a website from an overall perspective. Aesthetic, navigation experience, content and level of satisfaction achieved.”

“Eliminate difficulties.”

“User experience is cringing the seconds a person takes to

click ‘buy’.”

“How easily people find what they are looking for on the website”

“Performance + emotion all throughout a Web site or an app”

UX Soup

CXcustomer experience

UIuser interface (designer)

UCDuser-centered design

UEUser Experience

HCIHuman Computer Interaction

The disciplines of User Experience Design

Interaction Design• Usability engineering • User interface design • Interactive environments

The disciplines of User Experience Design

Interaction Design

• Navigation design • Data visualisation • Guidance systems

Information Architecture

The disciplines of User Experience Design

Interaction Design

• Interaction Design • Information Architecture

• Communication design • Motion Design

Information Architecture

User Experience Design

Confusing UX for UI Design

Why User Experience

Design Fails.

2

Can you make it look better?

Clunky

Clunkyclunk·yˈkləNGkē

adjective informal

1. awkwardly solid, heavy, and outdated. "even last year's laptops look clunky”

2. making a clunking sound. "clunky conveyor belts"

The Rise of Clunky

Google Books NGram

1969 internet is

born

The UX unicorn

Are we to blame for this?

Job titles certainly don’t help clarify things!http://www.slideshare.net/chrisfeix/why-ux-fails-with-notes

• Field research • Face to face interviewing • Creation of user tests • Gathering and organising statistics • Creating personas • Product design • Feature writing • Requirement writing • Graphic arts • Interaction design • Information architecture • Usability • Prototyping • Interface layout • Interface design • Visual design • Taxonomy creation • Terminology creation • Copywriting • Presenting and speaking • Working tightly with programmers • Brainstorm coordination • Design culture evangelism

• Field research • Face to face interviewing • Creation of user tests • Gathering and organising statistics • Creating personas • Product design • Feature writing • Requirement writing • Graphic arts • Interaction design • Information architecture • Usability • Prototyping • Interface layout • Interface design•Visual design• Taxonomy creation • Terminology creation • Copywriting • Presenting and speaking • Working tightly with programmers • Brainstorm coordination • Design culture evangelism

HOW UX WANTS TO BE SEEN HOW UX IS TYPICALLY SEEN

A User Experience helps your user decide on

whether or not they will act. Involves emotion and

feeling.

UX vs UI

The realityThe UI is still

Windows

UX vs UI

The User Interface gives the user the means in which to act.

Don’t just hire a UI designer

DesignersUI

CodeContent

Website

Social MediaGame

Application

DevsUI

Code

DesignersUI

Code

Content

Devs

DesignersUI

Content

Where UX sits UX

DesignersUI

CodeContent

Website

Social MediaGame

Application

DevsUI

Code

DesignersUI

Code

Content

Devs

DesignersUI

Content

Where UIsits UX

UXUX

UXUX

Website

Social MediaGame

Application

UXUX

UX

UXUX

UX

UX

UX

UXUX

UX

The Reality UX

#UXFail

Why User Experience

Design Fails.

3

#UXFail

#UXFail

#UXFail

Does this satisfy a user need?

User validated design.

Is this bad design?

#UXFailUXFail MeetUp and Podcast

@UXFailPodCasthttp://bit.ly/UXFailPodcast

Control

Why User Experience

Design Fails.

4

The HiPPO

The HiPPO

http://whatusersdo.com/blog/hippos/

Don’t rely on Gut Feelings or Opinions

Design by Committee

Let’s talk about diversity

marketingweek.com/2015/11/25/an-utter-disgrace-marketings-diversity-

problem

Balance between Hero designer vs Committee design

http://www.designbycandlelight.com/ux-process-hero-designer-dies-hands-baton-product/ http://sixrevisions.com/project-management/how-to-navigate-design-by-committee/

Balance is restored through User Testing

Not involving real users

Why User Experience

Design Fails.

5

Testing with users

https://timbdesign.com/ http://usabilitygeek.com/

You are NOT a USER

http://www.iamnotauser.com

You are NOT a USER

One of usability’s most hard-earned lessons is that you are not the user. If you work on a development project, you're atypical by definition.

- Jakob Nielsen

“

”

Build - Measure - Learn

Concept

continualvalidated learning

ValidateInternally

Test Externally

Learn from user behaviour

team/stakeholderreal users

Prototype

UX seen as a“bolt on”

Why User Experience

Design Fails.

6

http://www.afterthoughtmedia.net/

Where should it be done?

Where / When do you do UX?

Everywhere - at all stages!Agile and UX?

TRY EXPERIMENTS

LEARN

ITERATE

DEFINE THE CHALLENGE

OBSERVE PEOPLE

FORM INSIGHTS

FRAME OPPORTUNITIES

BRAINSTO

RM IDEAS

BUILD

MEASURE

PIVOT/KEEP?

CONC

RETE

ABST

RACT

USER PROBLEM USER SOLUTION

Design Thinking Lean UX Agile

Sprint Zero

Implement low cost UI elements

Implement designs Implement designs

Design for Sprint 2Research for Sprint 3

Test Sprint 1Design Sprint 3

Research Sprint 4

Test Sprint 2Design for Sprint 3Research Sprint 5

Research for Sprint 1

Sprint 0 Sprint 1 Sprint 2 Sprint 3

Dev Track

UX Track

code

desig

n

code

desig

n

Where UX sits within an

organisation

Why User Experience

Design Fails.

7

State of UX Survey

• Leah Buley • May 2016 survey • 266 professionals • State of UX within their organisations

• Rank level of strategic impact • 1- 2 Low impact • 4 -5 High impact

State of UX Survey

High

Low

Lower

Lowest

UX as a distinct function

Product

ITMarketing

Great books

Further reading

Not understandingUser Experience

Why User Experience

Design Fails.

1

Confusing UX for UI Design

Why User Experience

Design Fails.

Where UX sits within an

organisation

@PatrickMooney

Thank You!

That’s Why User Experience

Design Fails.

Connect with me

PatrickMooney.mebit.ly/RefreshBoyneUX