intro to user experience ux

Welcome!

User Experience (UX)Interest Group

25 July 2012

Agenda

• Session 1– An intro to User Experience (25 minutes)

• Session 2 (90 minutes)– Group A: Webinar followed by discussion– Group B: User testing

• Post session: Innis & Gunn Bar (Potterrow)

What is UX & why does it matter?

An introduction to user experiencemanagement & monitoring

Neil AllisonUniversity Website Programme

25 July 2012

Overview

• What is UX?

• Why does UX matter?

• How can I communicate UX?

• How can I measure UX?

What is UX?

• UX = User eXperience

• It’s the sum of all experiences a customer has with a business

• “A star to sail your ship by” – Jesse James Garrett

• “A flag in the sand on the horizon” – Jared Spool

http://bit.ly/LwyoL8

Advertising and UX

“Advertising is about getting the customer to love the company.

UX is about getting the company to love the customer.”

Whitney Hesshttp://bit.ly/Qkzxeu

Usability and UX – a scenario“The customer, looking for a new digital camera, goes to the large electronic retailer’s website. She quickly finds the camera she wants, puts it in the cart, and without incident, pays for it using the option to pick it up at the store that same day. Quick, easy — she is pleased and excited to receive her camera.

When she arrives at the store, she initially doesn’t know where to go, as no visual clues present themselves. After a ten-minute wait at the customer service desk, she’s told she’s in the wrong place and needs to find another desk, this one labelled “Online Receiving”. Once she finds that desk, the clerk, who obviously can’t wait for his shift to end, sighs and says the camera she’s purchased is out of stock. She can buy a different camera at this point, but to receive a credit for her original online purchase, she needs to call an 0800 number. She ends up leaving the store without a camera and a charge on her credit card she needs to resolve.”

Jared Spoolhttp://bit.ly/QkzSxJ

Website usability

User experience

http://bit.ly/QkzSxJ

• What is UX?

• Why does UX matter?

• How can I communicate UX?

• How can I measure UX?

Marketing has changed

In the golden age of mass communication

Image = Reality

In the new fragmented, aggregated age:

Reality = Reality

Foolproof.co.ukhttp://bit.ly/QkAx2h

Econsultancy.comhttp://bit.ly/QkApQm

• But what does this mean in the Higher Education environment?• Applications? Conversions? Repeat study? Brand perception?

Why should UX matter to you?

• It lays the groundwork for subsequent development decisions

• Your UX vision provides a way of gaining collective agreement about strategic direction

• It provides an agreed baseline against which you can appraise current performance

• What is UX?

• Why does UX matter?

• How can I communicate UX?

• How can I measure UX?

3 steps to an effective UX vision

• Step 1: Focus on Research – Must be grounded in reality

• Step 2: Focus on Experience – Express for the user, not the product

• Step 3: Share the Vision – Everyone needs to share and buy into it

Jared Spoolhttp://bit.ly/QkzJKL

How to share a UX vision

• Tell a story

• Draw a picture

• Create a video

Tell a story

• Easiest to do

• Easy to collaborate on

• Storytelling is an ancient and universal activity

PG experience enhancement project:http://bit.ly/oXX0FD

Cartoons move storytelling on

• This example expresses the UX vision for a new product

David TravisUserfocus.co.uk

http://bit.ly/QkzNKt

Posters

• Some stakeholders will need regular reminders of the UX vision they’ve signed up to

Foodspotting.comhttp://bit.ly/OoxYHd

Mood-time graphs

• Because everything doesn’t happen at once

• We can lose and gain user goodwill

• We should look to prioritise the biggest pain points

http://bit.ly/QkA7J6http://bit.ly/QkzW0m cxpartners.com

uxmatters.com

http://bit.ly/QkA2oL

Video

http://bit.ly/QkA8Nc

• What is UX?

• Why does UX matter?

• How can I communicate UX?

• How can I measure UX?

How can I measure UX?

• It depends on what you’re looking to find

• There is no silver bullet– No single tool or approach can do everything

• Analytics + enquiry monitoring + market research + user research

= Greater than the sum of their parts

How many blind men are there round your elephant?

Regular reporting is key

Lou Rosenfeld: http://bit.ly/qHOTad

Thank you

Questions?

Neil.Allison@ed.ac.ukUniversity Website Programme

@usabilityed

Session 2

• Group A– Steve Krug webinar– “The least you can do about usability”– http://bit.ly/QkAfII

• Group B– User testing session– Grab a name label, pair up– Quick overview of the logistics & timing