know thy user: the missing element in sharepoint solutions (user centered design for sharepoint)

Know Thy User

The Missing Ingredient in SharePoint Solutions

Presented by Marcy Kellar

My Name is Marcy Kellar

I Live In Indianapolis

I Solve Problems

Sometimes I Blog TheSharePointmuse.com

Mostly I Tweet @marcykellar

Agenda

• MY STORY

• WHY USERS ARE MISSING

• DEFINING THE BUZZWORDS

• USER CENTERED DESIGN + SHAREPOINT

WALKTHROUGH

• Q&A

*resources available at end of slide deck

THIS IS ME AT WORK

SharePoint

SchmarePoint

Will it Fix My

Dreadful Task?

DREADFUL TASK IN PROGRESS

DISASTER

I DREADED GOING TO WORK

THEN CAME SHAREPOINT

THIS I S WHAT

WE DID

USER CENTERED DESIGN (UCD)

RESEARCH

CONCEPT DESIGN

EVALUATE

SUCCESS!!!

2500+ USERS ADOPTED

4 PROCESSES INTEGRATED

6 MONTHS TO LAUNCH*

1 HACKED SHAREPOINT SITE

1 RECOMMENDATION

*NOT BAD CONSIDERING FDA AUDIT

LESSONS LEARNED

LESSONS LEARNED

SHAREPOINT SOLVES USERS PROBLEMS

UCD METHODS = USABLE SOLUTIONS

A NOVICE CAN DO IT (WITH GUIDANCE)

SHAREPOINT + UCD CHANGES LIVES

USERS

WHERE HAVE ALL THE

GONE?

1. Not Talking To Users

2. Focus on Features

3. User Surrogates

4. No Feedback Mechanism (or Plan to Iterate)

5. Testing Too Late

6. Usability At the End of The Project

RELATE TO

HOW DOES

USER CENTERED DESIGN

USER EXPERIENCE, USER INTERFACE

AND USABILITY?

Too Many BuzzWords

BREAKFAST.

BREAKFAST.

USER

How do you currently approach breakfast?

Do you have any challenges eating breakfast?

USER CENTERED DESIGN (UCD)

What do you expect to eat?

USER INTERFACE (UI)

www.latenightwithjimmyfallon.com

USABILITY

USER EXPERIENCE (UX)

USER CENTERED DESIGN (UCD)

Did this meal meet your expectations?

What could be better about the experience?

SHAREPOINT + UCD

WALK-THROUGH

USER CENTERED DESIGN (UCD)

RESEARCH

CONCEPT DESIGN

EVALUATE

You can use an eraser on the drafting table or a sledge hammer on the construction site. — Frank Lloyd Wright

Challenges

TIME

MONEY

RESOURCES

http://project.cmd.hro.n

l/cmi/hci/toolkit/index.p

hp

There Are Many UCD Methods

http://www.usabilitynet.org/tools/methods.htm

Research

QUANTITATIVE • TELLS YOU WHAT (DATA)

QUALITATIVE • TELLS YOU WHY (ANECDOTAL)

PLAN & VISION

Stakeholder Meeting

COMPETITIVE ANALYSIS

http://www.nngroup.com/articles/intranet-design/

Competitive Analysis (Look at What Others Are Doing)

USER RESEARCH

User Interviews

Contextual Inquiry

Pay attention to what users do, not what they say. ~Jakob Nielsen

Personas

Know thy user, and you are not the user. — Arnie Lund

PERSONAS

Stakeholder Interviews

Personas

Forensic Research (Log File Analysis)

Just because nobody complains doesn’t mean all parachutes are perfect. — Benny Hill

FUNCTIONAL REQUIREMENTS

Card Sorting

CONCEPTUAL DESIGN

Sketches and Paper Prototypes

Wireframes

Created with

Mockflow

PROTOTYPES

Prototypes

Created

with Axure

USABILITY TESTING

“Think Aloud” Technique

Graphic from Rocket Surgey Made Easy, S. Krug

TESTING WITH JUST 5 USERS CAN FIND 85% OF YOUR

SITE'S PROBLEMS.

Source: NNGroup

Thinking aloud may be the single most valuable usability engineering method. — Jakob Nielsen

BENEFITS

IMPROVE UX

INCREASE PRODUCTIVITY

IDENTIFY OPPORTUNITIES

SAVE MONEY

The joy of an early release lasts but a short time. The bitterness of an unusable system lasts for years. — Anonymous

Rocket Surgery Made Easy

Steve Krug

GOOD READS

About Face 3: The Essentials

of Interaction Design

Alan Cooper

Sketching User Experiences

Bill Buxton

Usability Testing Personas General Approach

RESOURCES

UX Project Planning

(smashingmagazine.com)

User Centered Design

Methods

(usabilitynet.org)

List of UCD Methods

(usability.net)

UCD Methods

Stakeholder meeting

(usabilitynet.org)

User Interviews

(usabilitynet.org)

User Interview

Instructions

(uxmastery.com)

Personas

(webcredible.co.uk)

Personas

(wiki.fluidproject.org)

Creating Personas

(usability.gov)

What to Put in a

Persona

(J.D. Meier's Blog)

Example Personas

(stcbok.editme.com)

Paper Prototyping

(usabilitynet.org)

Card Sorting Instructions

(mit.edu)

Card Sorting

(measuring usability.com)

Card Sorting Guide

(boxesandarrows.com)

Thinking Aloud Technique

(project.cmd.hro.nl)

Thinking Aloud: The #1

Usability Tool

(nngroup.com)

Why You Only Need To

Test With 5 Users

(nngroup.com)

An Intro to Usability Testing

(usabilitygeek.com)

TOOLS & TEMPLATES

User Interviews

MindJet

Mindmeister

Personas

Persona Template (.pdf)

(wireframes.linowski.ca)

Persona Template (.pdf)

(eightshapes.com)

Persona Template (.ppt)

(Boagworld.com)

Card Sorting

Optimal Workshop

Userzoom.com

Websort.net

Prototyping

Balsalmiq

Mockflow

Axure

General

Designing the User

Experience Poster

(http://www.mprove.de)

CREDITS Photography by iStock.com and Marcy Kellar

Illustrations and Comics by Marcy Kellar

Breakfast Analogy inspired by Ed Lea's Infographic

THANK YOU

Follow Me @marcykellar