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About User Experience (UX)
Ravi Singh
Product Design Matters
“I seek for the perfect balance between espresso and milk with a creamy texture. You have to be able to see the coffee oils at the rim of the mug.
I like dark roasted beans, a strong roast with a lot of depth, bitter but smooth, well-rounded aromas...”
Experience Design Matters
Customer Experience Design for Technology Products
Design PsychologyTechnology + +
Our Mission:Make technology-driven products meaningful* for people
* Useful, Easy, Engaging
UX is NOT:
“Making things pretty”
Primarily “Look and Feel”
Doing a usability test before go-live
Designing what YOU think makes sense
The coding of a User Interface
Purely art or purely science
Easy, trivial or optional
UX is NOT:
“Making things pretty”
Primarily “Look and Feel”
Doing a usability test before go-live
Designing what YOU think makes sense
The coding of a User Interface
Purely art or purely science
Easy, trivial or optional
NOPE, NONE OF THE ABOVE
UX
Usability
Accessibility
Layout
Speed
Emotion
Findability
Help
Social
Aesthetics
Relevance
Clarity
Navigation
Experience Design is complex balance
Strive for Consistent Experience Across Customer Lifecycle & Channels
Awareness Acquired
Engaged Upsold Supporte
dRetaine
d
WebsiteTV / RadioPrintEmailsSearch MktgDisplay AdsLanding Pages
Sign UpSetup/InstallationTraining
Web-basedClient-sideMobileApplianceOffline
New FeaturesVersion UpgradeSubscription RenewalOther Products
Online HelpForumsCustomer Service- Phone- Chat- Email- Social
RewardsReferralsWin-backInstant Upgrades
We create value through collaboration & shared goals:
● Customer focus
● Quality focus
● Joint contribution to product design
Product Manager
Design Lead
Technology Lead
Research
CUSTOMER NEED
User Centered Design ProcessDemystified
STEP 1 of 5
Start designing an idea in Photoshop
STEP 1 of 5
Start designing an idea in Photoshop
STEP 1 of 5
Understand Your Audience & Their Context of Use
Customer Interviews
Focus Groups
Field Studies
Field Studies
Field Studies
Card Sorting
Reverse Card Sorting
Personas
STEP 2 of 5
Design a Solution that Meets the Customer’s Needs
Collaborative Design
Experience Designer
Developer
Collaborative Design
Product Manager
Creative Designer
User Flows
Application & Site Maps
Paper Prototypes
Wireframes
Interactive Prototypes
STEP 3 of 5
Validate the Designwith Actual Customers
User Testing
Iterate until Validated
STEP 4 of 5
Create Personality with Visual Design & Branding
Visual Design
Visual Design
Visual Design
Visual Design
Content & Tone
STEP 5 of 5
Continuously Improve with Research & Analysis
Eye Tracking
Behavioral Analytics
Web Analytics
A/B or Multivariate Testing
Version BVersion A
A/B or Multivariate Testing
Version B Increased Leads by 119%
Detailed User-Centered R&D Process
1. UserResearch
2. PrototypeDesign
3. UserValidation
4. UX DesignDelivery
VerifyDesign
5. UsageAnalysis
Market ResearchUser Surveys/InterviewsField StudiesFocus GroupsProfiles and PersonasSite AssessmentsCard sortingNon-Functional Reqs
Paper PrototypesWireframesClickable PrototypeSite MapProcess FlowsAnalytics Strategy
Usability TestingReverse Card SortingEye TrackingPrototype Revisions
Wireframe SpecError MatrixClickable PrototypeGraphic Design CompsSEO and Content SpecAnalytics Design Spec
Design Defect Log Analytics ReportsSEO ReportsA/B Testing
Research Design
User Stories Development Sprints QA Test Releases
UX R&D with Agile
Market ResearchUser Surveys/InterviewsField StudiesFocus GroupsProfiles and PersonasSite AssessmentsCard sortingNon-Functional Reqs
Paper PrototypesWireframesClickable PrototypeSite MapProcess FlowsAnalytics Strategy
Usability TestingReverse Card SortingEye TrackingPrototype Revisions
Wireframe SpecError MatrixClickable PrototypeGraphic Design CompsSEO and Content SpecAnalytics Design Spec
Design Defect Log Analytics ReportsSEO ReportsA/B Testing
Research Design
1. UserResearch
2. PrototypeDesign
3. UserValidation
4. UX DesignDelivery
VerifyDesign
5. UsageAnalysis
Scope Project Gather Requirements QA Test Measure
UX R&D with WaterfallDevelopme
ntDeploymen
t
Market ResearchUser Surveys/InterviewsField StudiesFocus GroupsProfiles and PersonasSite AssessmentsCard sortingNon-Functional Reqs
Paper PrototypesWireframesClickable PrototypeSite MapProcess FlowsAnalytics Strategy
Usability TestingReverse Card SortingEye TrackingPrototype Revisions
Wireframe SpecError MatrixClickable PrototypeGraphic Design CompsSEO and Content SpecAnalytics Design Spec
Design Defect Log Analytics ReportsSEO ReportsA/B Testing
Research Design
1. UserResearch
2. PrototypeDesign
3. UserValidation
4. UX DesignDelivery
VerifyDesign
5. UsageAnalysis
Why Prioritize Research?
Ideal Project Trajectory
START GOAL
How Projects Normally Go
START GOAL
With Research, Course Correction
START GOAL
Focus Group
Prototype Walkthrough
UsabilityTest
A/B Testing
Branding Review
Every design project requires some customer research
Or you might not deliver what the customer really
needs
Test Early, Quickly and Often● 80% of all usability issues can be found with 5-8 users in a day or two of
testing
● Better to test iteratively 3 times with 5 users than once with 15
● Test on the cheap● Recruit whoever is available● Give simple rewards● Strive for immediate feedback
Better than talking to ZERO users
Guerilla Usability
Why Prioritize Design?
Design is a Competitive Differentiator
● iPods still have over 70% of MP3 player market share
Design Must be Holistic
Design Creates a Product’s Personality
Practical Emotional Direct
Design Turns Boring…
Design Turns Boring into Engaging
Design Impacts Product Preference Friendster
Design Impacts Business Results
Friendster
Design is a Standard Feature
A World Without UX Design
And with… MINTY FRESH!
Value of UX to Businessand Developers
3 Major Benefits for Business
1. Improve 2. Profit 3. SaveIncrease:
• Task success rates
• Productivity
• User satisfaction
• Job satisfaction
• Trust in systems
• Ease of use & learning
• & Reduce Error Rates
Increase:
• Customer acquisition
• Conversion Rates
• Product sales
• Site traffic
• Market share
• Transactions online
• Customer retention
Reduce:
• Time-to-Market
• Development
• Maintenance
• Redesigns
• Training
• Support
• Customer Service
Case Study: A Homepage Redesign
Impetus for rebranding: Company Merger
We saw: Opportunity for user-centered redesign!
BEFORE
• Good feedback on simple visual design
• Loved by internal stakeholders
• But completely unintuitive
• Never usability tested
Case Study: A Homepage Redesign
Researched, Designed, Comparative Tested and fully implemented in 8 weeks
AFTER
At first “overwhelming” but…
90% less failures on key tasks
31% shorter paths to conversions
Up 111% in brand perception
Up 21% in task satisfaction
Up 17 points in Customer Satisfaction to 88%
To Recap:
● UX Design is a collaboration between PM, UX &
Dev
● Research is critical before & after design
● User experiences are highly measurable
● UX is high-reward in respect to the investment
● Great experience design is a market
differentiator