UX for Lean Products
A common thread that unites User Experience Architect across disciplines is that were often deeply involved in research activities to analyze user needs and business goals. Following which, the challenge is to synthesize the data and present recommendation in a form that clients can easily understand.
<ul><li> 1. Half, Not Half-AssedBy Donald Lim</li></ul>
<p> 2. Lean means compromisedExperience?Share experience of a product you manage ordesign get compromised? 3. It means to do as little as possible so you can learn if you did the right thing or not Why?MVPManage resources and prevent scope creepAims to design an experience thatallows user to achieve their objectivewell GoodWhy?To ensure its a useful product that isUXdesirable to use 4. A Balancing Act for Good Product Market desirabilityTechnological Businessfeasibilityviability 5. Focus on Desirability,Optimize for Feasibility and Viability1. Think what could make an awesome product2. Evaluating whats the minimum to make it relevant & good3. Design for it 6. Evaluating whats theminimum to make it relevant& good 7. About KANO MODELby Kan Noriaki ( )Kano challenged the conventional beliefsthat improving each attribute of acompanys product or service will lead toincreased customer satisfaction.Kano believed that not all attributes ofproduct or service performance are equalin the eyes of the customer, and that someattributes create higher levels of customersatisfaction than others. 8. 3 Core Tenets1. Value attracts customers2. Quality keeps customers & build loyalty3. Innovation is necessary to differentiate and compete in the market 9. 2 DimensionCustomer very satisfiedLevel of SatisfactionExecution QualityExecuted poorlyExecutedor not at allvery well Customer very dissatisfied 10. 3 Core Type of Attribute1. Hygiene2. Performance3. Excitement 11. HygieneNeeds / Attributes / Features that are expected, assumed, givenThe basic factors 12. Kano ModelCustomer very satisfiedExecuted poorlyExecutedor not at allvery wellHygieneSatisfying basic minimizesdissatisfaction. Absenceor poor execution leads togreat dissatisfaction. Customer very dissatisfied 13. HygieneAbsence of these features will cause dissatisfaction,but no amount of execution quality will cause positivesatisfaction, it will only minimize dissatisfaction 14. Hygiene ExampleNo toilet roll in cubicle Very dissatisfied10 toilet roll in cubicle Okay, so what?No forget password DissatisfiedSuper efficient password recovery Okay, move on 15. Hygiene - NatureNothing exciting Customer unlikely to list it as itsexpectedUncover by studying the environment and observerepeating pattern 16. PerformanceNeed that are consciously evaluated by the customer and at the top of their minds when evaluating a product 17. Kano ModelCustomer very satisfiedPerformancePerformance needs yield aproportional satisfaction for aninvestment in execution qualityExecuted poorlyExecutedor not at allvery well Customer very dissatisfied 18. PerformanceSatisfaction is proportional to the quality of thefeature.Poor quality WTF? Why even bother?Standard quality Didnt notice it was there beforeGood quality Ahh, this is how it should be done 19. Performance ExampleLow car mileage WTF? It suck like a jetplane minus the speedHigh car mileage Lets drive across the road!Website loading time 30 sec Why am I still here?Website loading time 0.005 sec Why is not every site like that? 20. Performance- NatureEasiest to ascertain from customer as they arestated needs. User survey, focus group, etc. 21. DelightQualities that deliver Buzz. The wows, unique selling proposition, differentiator, innovations 22. Kano ModelCustomer very satisfied Delight Excitement needs delight when present but no dissatisfaction when notExecuted poorlyExecutedor not at allvery well Customer very dissatisfied 23. DelightPresence of these will delight customer and increasesatisfaction. Absence wont cause dissatisfaction. 24. Delight ExampleInternet access on plane Holy sh*t! I can Facebook if this plane got highjack!24 hr online chat support Awesome! 25. Delight - NatureReally hard to come by. Require an understanding oflatent need which can only really be understoodthrough observation or incredible genius intuition. 26. Basic Kano Model DelightExcitement needs delight whenCustomer very satisfied present but no dissatisfactionwhen notPerformancePerformance needs yield aproportional satisfaction for aninvestment in execution qualityExecuted poorlyExecutedor not at allvery wellHygieneSatisfying basic minimizesdissatisfaction. Absence or poorexecution leads to greatdissatisfaction. Customer very dissatisfied 27. Evaluate Type of FeatureFeature H, P, DForgetPasswordAlso buy (crowdwisdom)Share widgetZoom viewChat featureEditor Review 28. Evaluate Type of FeatureFeature H, P, DForgetHygienePasswordAlso buy (crowd Delightwisdom)Share widgetHygieneZoom view DelightChat featureDelightEditor Review Performance 29. I have a list of Basic,Performance and DelightNow what? 30. Accounting for Feasibility1. Type Presentation (FE) Logic (BE) Integration (SI)2. Skill Required / Complexity Low, Med, High3. Time Estimated Hour 31. Evaluation Table ExampleFeature H, P, D TechComplexityTo achieve minimumthresholdForgetHygienePasswordAlso buy (crowd Delightwisdom)Share widgetHygieneZoom view DelightChat featureDelightEditor Review Performance 32. Evaluation Table ExampleFeature H, P, D TechComplexityTo achieve minimumthresholdForgetHygiene Low B / 2PasswordAlso buy (crowd Delight High B / 40wisdom)Share widgetHygiene Low F / 2Zoom view Delight Low F / 3Chat featureDelight Med B / 8Editor Review Performance Med B / 10 33. Which has better ROI? Customer very satisfied Highly attractive High Value AddedExecuted poorlyExecutedor not at allvery wellCriticalCustomer very dissatisfied 34. Which to focus?1. Fulfil the Critical2. Pick a few Highly Attractive3. Spend more effort on a few High Value AddedAs the gradient become gentler, it means ROI islow. This might be a feature you want to drop. 35. Err but my business needto be sustainable 36. Evaluation Table ExampleFeature H, P, D Tech Business BusinessComplexity BenefitCostTo achieve minimumthresholdForgetHygiene Low B / 2PasswordAlso buy (crowd Delight High B / 40wisdom)Share widgetHygiene Low F / 2Zoom view Delight Low F / 3Chat featureDelight Med B / 8Editor Review Performance Med B / 10 37. Evaluation Table ExampleFeature H, P, D Tech Business BusinessComplexity BenefitCostTo achieve minimumthresholdForgetHygiene Low B / 2Less contact us-PasswordAlso buy (crowd Delight High B / 40Higher sales -wisdom)Share widgetHygiene Low F / 2Higher traffic -Zoom view Delight Low F / 3-High volume ofhigh res imageChat featureDelight Med B / 8Higher visitor Dedicated team retention >of service officer Higher salesEditor Review Performance Med B / 10 Higher traffic > Dedicated Expert brandingwriters 38. So I just choose based onROI for user, business andeffort right? 39. Almost butOver time, excitement needs becomeperformance needs, then basic needs.The innovations of tomorrow, will become thehygiene factors of yesterday 40. Feature and need are not timeless Customer very satisfied Delight PerformanceExecuted poorlyExecutedor not at allvery well BasicCustomer very dissatisfied 41. Evaluation Table ExampleFeatureB, P, D Tech Business BusinessTime Complexity BenefitCostCriticality To achieve minimum thresholdForget Hygiene Low B / 2Less contact -PasswordusAlso buy Delight High B / 40Higher sales -(crowdwisdom)Share widget Hygiene Low F / 2Higher traffic -Zoom viewDelight Low F / 3-High volume of high res imageChat feature Delight Med B / 8Higher visitor Dedicatedretention >team ofHigher sales service officerEditor Performance Med B / 10 Higher traffic DedicatedReview> Expert writersbranding 42. Evaluation Table ExampleFeatureB, P, D Tech Business BusinessTime Complexity BenefitCostCriticality To achieve minimum thresholdForget Hygiene Low B / 2Less contact - LowPasswordusAlso buy Delight High B / 40Higher sales - High(crowdwisdom)Share widget Hygiene Low F / 2Higher traffic - LowZoom viewDelight Low F / 3-High volume Low of high res imageChat feature Delight Med B / 8Higher visitor Dedicated Medretention >team ofHigher sales service officerEditor Performance Med B / 10 Higher traffic Dedicated LowReview> Expert writersbranding 43. What Is Shared?1. What is the Kano Model2. How to estimate effort and feasibility3. Accounting for business viability4. How to see high ROI feature5. Recognizing time sensitivity6.MVP Bad UX 44. ValueFor PM: Make informed decision. Control scope creepFor UX/Designer: Help guide design decisionsFor Marketer: Sell the delight factors, people dont need to be told of hygiene factorsFor Developer: Help ensures all hygiene factor is there before concentrating on the delight factors. </p>