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

© 2 0 1 4 T E C H N O L O G Y D E V E L O P M E N T C E N T E R2

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

is

IMPOSSIBLE

9


Who will use it?

What they need to do?

10


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/

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

http://creativecommons.org/licenses/by-nc-nd/2.0/deed.en

http://www.flickr.com/photos/caharley72/

http://creativecommons.org/licenses/by-nc-nd/2.0/


Identify patterns

in user behaviors

& their needs

12


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

17


• Build on your hypothesis or tear them down:

– Tasks

– Attitudes and Opinions

– Problems

– Goals

– Experience level and knowledge

– Technology

Interview to Discover/Confirm…

18


• Structured

– Question 1

– Question 2

– Question 3

• Open-ended

• Combination

Styles of Interviews

19


• Memory tool for facilitator

• Don’t have to follow

• Promote consistency

– Questions

– Order of questions

Use Scripts

20


• Quality of questions correlates to quality of

answers:

– Open-ended

– Unbiased

– Don’t lead or make assumptions

– Use participant’s words

Questions

21


22

Artifacts!

Collect, Copy, Photograph

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


23

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?

24


• 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

25


• Address one issue at a time and avoid double-

barreled questions.

Rationale - Question 1

26


• 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?

27


• 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

28


• 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

29


• 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

30


Silence

is

Golden

Make time to Think

31


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

33

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

© 2 0 1 4 T E C H N O L O G Y D E V E L O P M E N T C E N T E R34 Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/


• Easy and inexpensive

• Use to determine:

– Order of information

– Relationships between info

– Labels for navigation

– Verify correct audience

Benefits of Card Sorting

35

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



36

Open or Closed (Reverse) Sort?

? ? ? Group

1

Group

2

Group

3


• 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

37

Preventive Care

Guidelines

36


• Representative of users

• Minimum of 6

• More participants = more data to analyze

• Allow one hour for 50 items

• 30 – 100 cards

Participants

38


• 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

39


• 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

40


• 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

41


• Codes on cards = faster data analysis

• Standardize group names

• Look for patterns

• Excel Spreadsheet (Donna Spencer)

• Online tools - limited analysis

Analysis

42


• 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


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-

8sBf5d-ngpiNe-CSgJ9-5F1ua6-9CrdLg-64eMPL-i2yCSA-68KsUW-68Ksyh-9TbmoU-beqhNT-6fGATS-7kwmFC-9xve19-6wSrga


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



Goal

• 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


Make

Useful & Usable

Recommendations

Quickly


Create Information

Radiators

62


• Artifacts

• Research findings

• Competitors

• Personas

• Sketches

UX Wall

63


• Represent research

• Facilitate communication and decision-making

• Guide decisions about:

– Navigation

– Features

– Design

Information Radiators Should

64


• 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

65


Update Radiators Regularly

66


Recommended Readings

67


Supports people

who research, design, and evaluate

the user experience of products and services.

uxpa.org


Contact Carol

slideshare.net/carologic

@Carologic

in/CarolJSmith

[email protected] Email:


• Cato, John. User-Centered Web Design. Addison Wesley Longman; 2001.

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


• Hackos, JoAnn T., PhD and Redish, Janice C. User and Task Analysis for Interface Design. Wiley;

1998.

• Henry, S.L. and Martinson, M. Evaluating for Accessibility, Usability Testing in Diverse Situations.

Tutorial, 2003 UPA Conference. (Activity)

• Krug, Steve. Don't Make Me Think: A Common Sense Approach to Web Usability.

• Krug, Steve. Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability

Problems

• Kuniavsky, Mike. Observing the User Experience: a Practitioner's Guide to User Research. Morgan

Kaufmann, 2003.

• Mandel, Theo. The Elements of User Interface Design. Wiley; 1997.

• Nielsen, Jakob and Robert L. Mack. Usability Inspection Methods. John Wiley & Sons, Inc. 1994.

• Powell, Thomas A. The Complete Reference: Web Design. Osborne/McGraw-Hill; 2000.

• Redish, Janice (Ginny). Letting Go of the Words: Writing Web Content that Works.

• Rubin, Jeffrey and Dana Chisnell. Handbook of Usability Testing: How to Plan, Design, and Conduct

Effective Tests. John Wiley & Sons, Inc.

References

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