UX 101: Making Great Human Experiences at Pittsburgh PodCamp 9

UX 101:

Making Great Human Experiences

Carol Smith @carologic

PodCamp Pittsburgh 9 – November 2014

Clinical Decision Support

UPMC | TDC Technology Development Center

Leveraging expertise in healthcare, technology and entrepreneurship

Model built on partnership with industry and academia

Pursuing a “fresh vision” of healthcare IT innovation

Founded in 2011, 200+ employees

Human-Centered Design Team at UPMC | TDC

Design Strategy

Looks broadly at new territories, corollary domains,

and complex problems to generate the next set of new ideas.

User Experience We Are Hiring!

Uses human-centered design principles to design and deliver products

for UPMC and beyond.

What is UX?

In business to create:

engaging;

usable;

accessible;

and relevant experiences

• Effective

• Efficient

• Learnable

Functional Aspects

User’s Perspective

• Useful experience

• Feel in control and supported

• Supplements and enhances skills and expertise

• Satisfied Delighted

Photo by Greyerbaby http://pixabay.com/p-49361

Benefits of Good UX

• Increased Usefulness

• Increased Efficiency ($$$)

• Improved Productivity

Design for Everyone

IMPOSSIBLE

Who will use it?

What they need to do?

Which Student?

Rick Connie

11 http://www.flickr.com/photos/mrjkbh/ via http://creativecommons.org/licenses/by-nc-nd/2.0/deed.en

http://www.flickr.com/photos/caharley72/ (Christopher Alison Photography) via http://creativecommons.org/licenses/by-nc-nd/2.0/

Identify patterns

in user behaviors

& their needs

Constraints…

Interviews

15http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/

Card Sorting

http://creativecommons.org/licenses/by-sa/2.0/

http://www.flickr.com/photos/raphaelquinet/513351385/sizes/l/in/photostream/

http://www.flickr.com/photos/raphaelquinet/

Usability Testing

Interviews

• Build on your hypothesis or tear them down:

– Tasks

– Attitudes and Opinions

– Problems

– Goals

– Experience level and knowledge

– Technology

Interview to Discover/Confirm…

• Structured

– Question 1

– Question 2

– Question 3

• Open-ended

• Combination

Styles of Interviews

• Memory tool for facilitator

• Don’t have to follow

• Promote consistency

– Questions

– Order of questions

Use Scripts

• Quality of questions correlates to quality of

answers:

– Open-ended

– Unbiased

– Don’t lead or make assumptions

– Use participant’s words

Questions

Artifacts!

Collect, Copy, Photograph

http://www.flickr.com/photos/camknows/ via http://creativecommons.org/licenses/by-nc-sa/2.0/

Tim Morgan IMG_4404https://www.flickr.com/photos/timothymorgan/2530425949/in/photolist-4RB6tB-4REupG-4RB3v4-4RA55x-4RzuUn-4RzDJX-4RyHuD------

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Find A Partner

• Do you regularly book your travel online to save

money?

Question 1: What is a better question?

• How often do you travel?

– <listen>

• What proportion of that do you book online?

– <listen>

• Why do you book travel online?

– <listen>

Alternates – Question 1

• Address one issue at a time and avoid double-

barreled questions.

Rationale - Question 1

• What are your thoughts about a new feature, that

allows you to instant message a travel agent with

any questions, as you book your travel?

Question 2: What is a better question?

• Would you like to correspond with a travel agent

while you are booking travel?

– <listen>

• What are some ways that you would like to

correspond with a travel agent while you are

booking travel?

– <listen>

Alternates – Question 2

• People are not good at predicting the future.

• Can only tell you what they’ve done in the past

– you can assume they will repeat

– job interviews - behavioral questions

Rationale – Question 2

• Remain passive (body, face)

• Don’t confirm or reject answers

• Listen for vocalizations

• Watch non-verbal gestures

– Encourage participant to elaborate

• Ask your question and let them talk

Facilitation

Silence

Golden

Make time to Think

32http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/

Card Sorting

• Maximize probability of users finding content

• Explore how people are likely to group items

• Identify content likely to be:

– Difficult to categorize

– Difficult to find

– Misunderstood

Card Sorting

Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design.

http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp

http://www.flickr.com/photos/richtpt via http://creativecommons.org/licenses/by-nc-sa/2.0/

Users organize information

• Easy and inexpensive

• Use to determine:

– Order of information

– Relationships between info

– Labels for navigation

– Verify correct audience

Benefits of Card Sorting

Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design.

Open or Closed (Reverse) Sort?

? ? ? Group

• One title/subject on each card

• Short for quick reading

• Detailed enough to understand

• Supplement - short description on back

• Use printed stickers (handwriting)

• Practice session first

Card Basics

Preventive Care

Guidelines

• Representative of users

• Minimum of 6

• More participants = more data to analyze

• Allow one hour for 50 items

• 30 – 100 cards

Participants

• Shuffle cards

• Ask to:

– Group items in own way

– Talk out loud

• Think about:

– What expect to be together

– When expect to see

Facilitation/Direction

• Card doesn’t fit: make separate group

• Not relevant: tell me

• More than one place: tell me and put in best fit

• Items not understood

– Correct audience?

• Items without consensus

– Re-name item?

– Include in more than one category?

Issues

• Ask to

– Describe groups and name them

– Describe overall rationale for grouping cards

– Show best example from groups

– What was difficult? What was easy?

– Happy with final outcome?

Grouping Cards

• Codes on cards = faster data analysis

• Standardize group names

• Look for patterns

• Excel Spreadsheet (Donna Spencer)

• Online tools - limited analysis

Analysis

• Moderated

• Un-moderated

Online Tools

43 Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/

http://creativecommons.org/licenses/by-sa/2.0/

http://www.flickr.com/photos/raphaelquinet/513351385/sizes/l/in/photostream/

http://www.flickr.com/photos/raphaelquinet/

Usability Testing

• Measures users ability to achieve specific goals

of effectiveness, efficiency, and satisfaction.

• Real users,

doing real tasks

• Prototypes or live products

• Observed, not guided

Can Test…

• Websites, mobile apps, blenders, airport service

• Simulations or mockups

• Early prototypes (paper, low-fi)

• Production prototypes (html, hi-fi)

• Help documentation

• Processes (receipt of materials, purchase)

It is not…

• Quality testing

• Full accessibility testing

• System testing

• Acceptance testing

Don’t need a lab, but it is nice

• Anywhere

• Any Stage

• Anytime

Photo by Roebot at http://www.flickr.com/photos/roebot/2964156413/

http://www.flickr.com/photos/nzdave/491411546/sizes/o/in/photostream/

http://www.flickr.com/photos/nzdave/

Participant

observed through

2 way mirror and

on screens

Just Do It!

• Anywhere (conference room, remotely)

• Any Stage (earlier in process the better)

• Anytime (un-moderated)

• Realistic test environment

Photo by Roebot at http://www.flickr.com/photos/roebot/2964156413/

Prototype Testing

• Find out if initial designs are helpful

• Before money spent on visual design

or backend development

Avoid mistakes

http://www.flickr.com/photos/dwulff/12256075/sizes/m/in/photostream/

http://www.flickr.com/photos/dwulff/

A/B Testing

• Answer questions about:

– Layout on homepage

– Effectiveness of banners

– Choice of wording on call to action

ChiChaCha - https://www.flickr.com/photos/chichacha/2471138966/in/photolist-4Lnewf-cRCzz3-4SZUX9-oq3abM-3NqSR-9SfMm-3KAuRV-

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Current Site/App Testing

• When redesign is planned

• Identify and clarify existing issues

– See drop off on analytics – Why?

• Usability heuristics being achieved?

– System status available

– Recognition, Not Recall

Regular Testing

(Yes, this is an old idea; a great one!)

• Make team aware

• Invite everyone

– Watch remotely

– Recurring meeting invites for stakeholders

User Testing Day!

“Teams should stretch

to get work into that day’s

test and use the cadence

to drive productivity.”

- Jeff Gothelf

Jeff Gothelf - http://blog.usabilla.com/5-effective-ways-for-usability-testing-to-play-nice-with-agile/

Tweak, Don’t Redesign

• Small iterative changes

– Make it better now

– Don’t break something else

• Take something away

– Reduce distractions

– Don’t add – question it

Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding

and Fixing Usability Problems. By Steve Krug

True Statements

• All interfaces have usability problems

• Limited resources to fix them

• More problems than resources

• Less serious problems distract

• Intense focus on fixing most serious

problems first

Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding

• Identify top 5 or 10 most serious issues

– Top 3 from each list

– Prioritize from lists

– Commit resources for next sprint

– Stop

Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding

"The biggest waste of all

is building something

no one wants“

- Eric Ries @ericries

Eric Ries @ericries via @MelBugai on Twitter at LeanStartupMI in 2011

Useful & Usable

Recommendations

Quickly

Create Information

Radiators

• Artifacts

• Research findings

• Competitors

• Personas

• Sketches

UX Wall

• Represent research

• Facilitate communication and decision-making

• Guide decisions about:

– Navigation

– Features

– Design

Information Radiators Should

• Help the team:

– understand user’s point of view

– prioritize content and solutions

– design for user’s needs and behaviors

– identify new opportunities

– create new solutions

Goals of Sharing

Update Radiators Regularly

UX 101: Making Great Human Experiences at Pittsburgh PodCamp 9

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