designing for the user experience (national housing federation - it in housing 2016)
TRANSCRIPT
Lily DartFreelance service design & user research
@lily_dart lilydart.com
Designing for the user experience
@lily_dart lilydart.com
Designing for the user experience
my.tvha.co.uk my.tvha.co.uk
@lily_dart lilydart.com
Designing for the user experience
As access to technology the internet improves, user expectations increase
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Designing for the user experience
Most core providers provide online self-service options
Expectation and need for services that work on mobile devices
Increasing expectation of access to services outside of 9-5
@lily_dart lilydart.com
Designing for the user experience
Most core providers provide online self-service options
Expectation and need for services that work on mobile devices
Increasing expectation of access to services outside of 9-5
@lily_dart lilydart.com
Designing for the user experience
Most core providers provide online self-service options
Expectation and need for services that work on mobile devices
Increasing expectation of access to services outside of 9-5
@lily_dart lilydart.com
Designing for the user experience
Effective digital services also decrease costs and create staff time
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Designing for the user experience
Designing effective digital services
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Designing for the user experience
Design and delivery is collaborative
1.
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Designing for the user experience
Design and delivery is iterative
2.
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Designing for the user experience
The service meets user needs
3.
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Designing for the user experience
Identifying and understanding user needs
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Designing for the user experience
It’s not about answers. It’s about asking questions.
And to ask a good question you first have to say ‘I don’t know’.”
“
Beau Lotto
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Designing for the user experience
Although we may be experts in our field, we are not our residents
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Designing for the user experience
Identifying resident groups
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Designing for the user experience
Not all residents have the same needs or experiences
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Designing for the user experience
General rented
Leasehold
Keyworkers
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Designing for the user experience
Families
Receiving benefits
At risk
General rented
Literacy
Ethnicity
Language Internet
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Designing for the user experience
Researching resident needs and experiences
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Designing for the user experience
When speaking to residents, focus on needs not wants
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Designing for the user experience
interviews
workshops
card sorting
surveys
complaintsmystery shopping
journey mapping
social media analysis
call analysis
@lily_dart lilydart.com
Designing for the user experience
Residents need to check and pay their rent balance
Residents need to report and track repairs
Residents need to feedback on communal area upkeep
Residents need to ask questions on lease permissions
Residents need to know the details of their lease
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Designing for the user experience
Direct quotes
Storytelling
Personas
I’m not very confident with computers.”“
“ I only have access to the net on my phone.”
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Designing for the user experience
Direct quotes
Storytelling
Personas
“ Adnan works as a shop assistant in his elderly parents shop.
He works long hours because his parents aren’t as strong as they used to be.”
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Designing for the user experience
Direct quotes
Storytelling
Personas
@lily_dart lilydart.com
Designing for the user experience
Adnan & Holly Amjad Adnan and Holly are renters with two children, Omar (2 yrs) and Rihana (6 mths). They live in a two bedroom flat in Swindon.
Age Adnan 38 Holly 34
Combined income £32,000 p/a
Technology Lenovo laptop iPhone 3 Galaxy S2
Key points
• Receiving housing benefit • Adnan’s first language is Arabic • Concerned rent increases • Both work long hours and are
time poor
Needs
• Stable, safe housing for children • To manage finances by knowing
when payments are due
Photo by Andrew Malone provided under CC Attribution 2.0 License
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Designing for the user experience
We can’t deliver everything our residents need, all at once
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Designing for the user experience
Prioritise needs which are simple to meet and high value to residents
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Designing for the user experience
Simple
High value
Low value
Complex
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Designing for the user experience
Residents need to check and pay their rent balance
Residents need to report and track repairs
Residents need to feedback on communal area upkeep
Residents need to ask questions on lease permissions
Residents need to know the details of their lease
@lily_dart lilydart.com
Designing for the user experience
Designing and prototyping solutions
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Designing for the user experience
Great user experiences require experimentation and evaluation
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Designing for the user experience
A prototype is worth a thousand meetings.”“Designation
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Designing for the user experience
Even paper prototypes can be tested with residents
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Designing for the user experience
You can’t know the experience you’ve created until you put it in front of a user
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Designing for the user experience
Residents need to check and pay their rent balance
Residents need to view their rent balance
Residents need to know when their rent is due
Residents need to make payments
@lily_dart lilydart.com
Designing for the user experience
Residents need to create an account
Residents need to log in to their account
@lily_dart lilydart.com
Designing for the user experience
Residents need to create an account
Residents need to log in to their account
Residents need to view their rent balance
Residents need to know when their rent is due
Residents need to make payments
@lily_dart lilydart.com
Designing for the user experience
How will we know when we’ve met the resident need?
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Designing for the user experience
Beware of vanity metrics
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Designing for the user experience
120 users
checked their rent balance online
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Designing for the user experience
120 users out of a possible 800
checked their rent balance online
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Designing for the user experience
15% of users
checked their rent balance online
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Designing for the user experience
15% of users
checked their rent balance online this month, compared to
12% of users
last month
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Designing for the user experience
Good metrics are comparative, contextual and actionable
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Designing for the user experience
50% of invited residents create an account
Residents need to create an account
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Designing for the user experience
Nº created accounts
Nº invited residentsis 50% or greater after 6 months
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Designing for the user experience
60% of users making rent payments online
Residents need to make payments
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Designing for the user experience
Nº users paying rent online
Nº users not paying by DD
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Designing for the user experience
Nº users paying rent online
Nº users not paying by DDis 60% or greater after 6 months
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Designing for the user experience
Before we go live, our targets are rough estimates of acceptability
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Designing for the user experience
Effective metrics and targets are red flags for failing services
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Designing for the user experience
Building and releasing the new service
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Designing for the user experience
Building and releasing iteratively reduces risk of service failures
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Designing for the user experience
Release
Internal testing
Usability testing
Feedback from users
Build next release
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Designing for the user experience
Release 1
Log in Check rent Payments
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Designing for the user experience
Invite residents
Release 1
Log in Check rent Payments
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Designing for the user experience
Resident sign-ups
Release 1
Log in Check rent Payments
Release 2
Iterative fixes
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Designing for the user experience
Invite residents
Release 1
Log in Check rent Payments
Release 2
Iterative fixes
Release 3
Iterative fixes Report repairs Track repairs
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Designing for the user experience
Release 4
Iterative fixes Rate repairs
Release 1
Log in Check rent Payments
Release 2
Iterative fixes
Release 3
Iterative fixes Report repairs Track repairs
@lily_dart lilydart.com
Designing for the user experience
Open registration
Release 5
Iterative fixes Communal area feedback
Release 4
Iterative fixes Rate repairs
Release 1
Log in Check rent Payments
Release 2
Iterative fixes
Release 3
Iterative fixes Report repairs Track repairs
@lily_dart lilydart.com
Designing for the user experience
Release 5
Iterative fixes Communal area feedback
Release 4
Iterative fixes Rate repairs
Release 1
Log in Check rent Payments
Release 2
Iterative fixes
Release 3
Iterative fixes Report repairs Track repairs
Release 6
Iterative fixes Lease details Permissions
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Designing for the user experience
Successful services meet user needs through research, evaluation and iteration
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Designing for the user experience
Thames Valley Housing Design principles
http://bit.ly/tvh-design-principles
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Designing for the user experience
http://bit.ly/tvh-design-principles
1. Start with resident needs
@lily_dart lilydart.com
Designing for the user experience
http://bit.ly/tvh-design-principles
1. Start with resident needs
2. Design collaboratively
@lily_dart lilydart.com
Designing for the user experience
http://bit.ly/tvh-design-principles
1. Start with resident needs
2. Design collaboratively
3. Design for clarity and consistency
@lily_dart lilydart.com
Designing for the user experience
http://bit.ly/tvh-design-principles
1. Start with resident needs
2. Design collaboratively
4. Design to inform and empower residents
3. Design for clarity and consistency
@lily_dart lilydart.com
Designing for the user experience
http://bit.ly/tvh-design-principles
1. Start with resident needs
2. Design collaboratively
4. Design to inform and empower residents
3. Design for clarity and consistency
5. Design for continuous improvement
Lily Dart
Freelance service design & user research
@lily_dart lilydart.com
Any questions?