DEMYSTIFYING USER EXPERIENCE

An introduction to UX with @MetaMikeBiggs

A BIT ABOUT ME

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Mike Biggs

Instigator, Digital Strategist, Product Innovator, Management Consultant, Agilist, Lean UXer….. essentially a T-shaped person.

Places and projects:

▫︎Currently work at ThoughtWorks

▫︎Previously worked in digital agencies, NSW Government, Freelance..

▫︎Clients (past & current) include: CommBank, Vodafone, Macquarie Bank, Perpetual, Toshiba, MTV, VMware, The Rocks/Darling Harbour Precincts, Gatorade…

▫︎ Interesting stuff I’ve done: an Instagram rip-off, Hackathon Mentoring, Smart forms (that’s right, forms are interesting!), Soccer viewing iPad app.

Your experience of tonight is governed by your expectations as

much as what is actually delivered.

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A BIT ABOUT YOU

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Tell me about yourselves:

▫︎Developer vs design folk

▫︎Delivery vs business people

▫︎New vs seasoned

WHAT YOU’LL LEARN

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!

▫︎Understand what we mean when we talk about UX (User Experience)

▫︎Where has it come from? - the need of humans…

▫︎Where it lives

▫︎ The UX process

▫︎What are the deliverables

▫︎ Environments

▫︎What Next?

UX HISTORY

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1988

UX HISTORY

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1998

WHAT IS UX?

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!

ISO 9241-210 Human Centred Design

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[1] defines user experience as "a person's perceptions and responses that result from the use or anticipated use of a product, system or service".

WHAT IS UX?

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!

“User experience has broadened into being: every single touchpoint your that forms your business -

your brand.”

-Velvet Onion

WHAT IS UX?

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WHAT IS UX?

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WHAT IS UX?

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WHAT IS UX?

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WHAT IS UX?

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So..where does UX live?

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WHAT IS UX

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Living in a Silo?

▫︎ An excellent structure for holding knowledge

▫︎ Also excellent at withholding knowledge

▫︎ Ensures UX is done RIGHT

▫︎Does not ensure UX is actually done

▫︎ IS a bottleneck

▫︎Does not address cultural change

▫︎ Commonly found in Waterfall environments

WHAT IS UX

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Cross functional UX?

▫︎ Everyone’s responsible

▫︎ Can also mean no one’s responsible

▫︎ Potential consistency issues

▫︎Huge cultural advantages

▫︎More common in mature Agile environments

If UX is problem solving,

then a UX designer is a facilitator.

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What problem are we solving again?

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WHAT IS UX

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At its heart, UX design aims to solve the problem of usability.

Usability is defined by 5 quality components:

▫︎ Learnability: How easy is it for users to accomplish basic tasks the first time they encounter the design?

▫︎ Efficiency: Once users have learned the design, how quickly can they perform tasks?

▫︎ Memorability: When users return to the design after a period of not using it, how easily can they reestablish proficiency?

▫︎ Errors: How many errors do users make, how severe are these errors, and how easily can they recover from the errors?

▫︎ Satisfaction: How pleasant is it to use the design?

WHAT IS UX

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Examples: Good and Bad

▫︎ Login Sequence

WHAT IS UX

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Examples: Good and Bad

▫︎ Affordances / Cognitive load

WHAT IS UX

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Examples: Good and Bad

▫︎ Memorability / Satisfaction- Microinteractions

WHAT IS UX

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Examples: Good and Bad

▫︎ Memorability / Satisfaction- Microinteractions

WHAT IS UX

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Examples: Good and Bad

▫︎ Error Reporting

WHAT IS UX

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Examples: Good and Bad

▫︎ Persuasive design (copy)

WHAT IS UX

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Examples: Good and Bad

▫︎ Memorability - Navigation

WHAT IS UX

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Examples: Good and Bad

▫︎ Cross Channel

WHAT IS UX

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Examples: Good and Bad

▫︎ Labelling / IA - Also, Cognitive Load

WHAT IS UX

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Examples: Good and Bad

▫︎ Cross Channel

Basically..

“Don’t make me think”

-Steve Krug

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THE UX PROCESS

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THE UX PROCESS

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The 5 D’s

▫︎Discover

▫︎Define

▫︎Design

▫︎Develop

▫︎Deliver

THE UX PROCESS

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The Double Diamond:

THE UX PROCESS

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The Design Thinking Process:

THE UX PROCESS

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Discover Stage. Goal: To understand the User and their context.

Main contributor: User Researcher

Methods:

▫︎ Ethnographic research

▫︎ User diaries

▫︎ Interviews

▫︎ Card sort

Outputs:

▫︎ User stories & personas

▫︎ Problem statements

▫︎ Affinity diagrams

▫︎ Semantic Maps

EXAMPLES OF ACTIVITIES DELIVERABLES

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Ethnographic Research

EXAMPLES OF ACTIVITIES DELIVERABLES

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Empathy Maps

EXAMPLES OF ACTIVITIES DELIVERABLES

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Personas

THE UX PROCESS

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Define Stage. Goal: To define the high level requirements of any design output.

Contributors: Information Architect, Mythical UX Generalist, Project Manager, Product Manager.

Methods:

▫︎ Development of Product Requirements

▫︎ Define Information Architecture including Tree testing

▫︎ Project Plan development

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Outputs:

▫︎ Product Requirements Document

▫︎ Tree testing report

▫︎ Project Plan

THE UX PROCESS

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Content Inventories & Sitemapping

THE UX PROCESS

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Design Stage. Goal: To design artefacts which address the problem as defined.

Contributors: Information Architect & Interaction Designer

Methods:

▫︎ Paper prototyping

▫︎ Digital Wireframing

▫︎ Explicit use of Usability Quality Metrics

▫︎ User Testing

▫︎ Visual Design Concepts

Outputs:

▫︎ Validated prototypes & wireframes

▫︎ Revised sitemap

▫︎ User flows

▫︎ UI designs

▫︎ Brand/ Marketing buy-in re visual design

THE UX PROCESS

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User Flows

THE UX PROCESS

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Think ‘views’ not pages

THE UX PROCESS

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Content Matrix

THE UX PROCESS

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Content Matrix

Pre Event At Event Post Event

Desktop

Mobile

THE UX PROCESS

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Paper Prototypes

THE UX PROCESS

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Wireframes

THE UX PROCESS

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Develop Stage. Goal: To build software that will deliver the design as intended.

Contributors: Primarily Developers

Methods:

▫︎ Technical Architecture design

▫︎ UML

▫︎ Setup testing environment

▫︎ Release management

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Outputs:

▫︎ Actual code

▫︎ No ‘UX’ deliverables

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THE UX PROCESS

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Deliver Stage. Goal: To release software to market.

Contributors: Primarily Developers

Methods:

▫︎ Test cases

▫︎ Testing

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Outputs:

▫︎ Test reports

▫︎ No ‘UX’ deliverables

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THE UX PROCESS

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What is this process?

ENVIRONMENTS

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Environments:

▫︎Waterfall

▫︎ Agile

▫︎ Lean

WHAT’S NEXT

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Where is UX going?

▫︎ Product Management

▫︎ Service Design

▫︎ Industries/ contexts Where you can go:

▫︎Human Computer Interaction

▫︎ Lean Validation Board

▫︎Designing the organisation

TOOLS & RESOURCES

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▫︎ mockflow.com < I use this one- cheap, good and you can share wireframes with clients/stakeholders remotely

▫︎ balsamiq.com < popular

▫︎ http://www.optimalworkshop.com/ < A suite of tools for organising your Information Architecture, then testing it. Also includes a tool for rapidly testing early designs/ sketches called Chalkmark. Recommended.

▫︎ loop11.com < allows you to remotely track how a user response to a detailed wireframe or full website design.

▫︎ Human Computer Interaction cousre-https://www.coursera.org/course/hciucsd

▫︎ Lean Validation Board- for Startups and Product development, but is just as useful when addressing UX - https://www.leanstartupmachine.com/validationboard/

THANKSMike Biggs @MetaMikeBiggs ThoughtWorks

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