hxrefactored - mad*pow - magga dora
TRANSCRIPT
PREPARED BY
HOW TO GET RID OF THOSE PESKY USERS
HxR CONFERENCE Magga Dora Senior Experience Designer @maggadora
May 13, 2014
#HxR2014
NO MORE PESKY USERS
• THEY LEAVE • BECOME TOO FRUSTRATED USING YOUR PRODUCT
• PERHAPS NOT A GOOD IDEA IN THE LONG RUN
NO MORE PESKY USERS
• THEY SUCCEED • THEY ARE TOO BUSY SUCCEEDING TO SPARE YOU A THOUGHT
SUCCESSFUL USERS
• WHAT DO WE KNOW ABOUT USERS?
• HOW CAN WE APPLY THAT IN OUR WORK?
• HOW TO MAINTAIN A USER FOCUSED PHILOSOPHY Ψ
PEOPLE ARE PREDICTABLE
• ONE TRACK MIND
• WORKING MEMORY
• CHOICE
• DECISION MAKING
• AFFECTING BEHAVIOR
• RECEIVING SUPPORT Ψ
ONE TRACK MIND
• THE WAY YOU SEE YOUR WEBSITE • THE WAY THE USERS SEE YOUR WEBSITE
WORKING MEMORY
• RESOURCE LIMITED
• VOLATILE
• RANDOMLY LOSES INFORMATION
REMEMBER FOR THE USER
• TELL THEM WHERE THEY HAVE BEEN
• TELL THEM WHAT THEY HAVE DONE
• SHOW THEM WHERE THEY ARE
CHOICE IS VERY DIFFICULT
• WE CAN ONLY KEEP A FEW THINGS IN OUR MIND AT ANY ONE TIME.
• WE CAN ONLY THINK ABOUT 3-‐4 CHOICES AT A TIME. BEST CASE.
• MAKE A CHOICE FOR YOUR USER.
COROLLARY
• THE USERS AVOID MAKING A DECISION
• THEY GO WITH YOURS
• POSITIVE EXAMPLE
WHOSE DECISION IS IT?
• USERS WILL AVOID MAKING A DECISION WHICH MEANS: THEY WILL GO WITH YOUR DECISION
• UNTICKING A BOX IS A DECISION TOO
• WHO BENEFITS FROM YOU DECISION?
Thanks to DarkPaVerns.org for the example
DRAWING ATTENTION
• COLOR MATTERS
• GREEN = GO/CONTINUE/SUCCESS
• RED = STOP/BACK/FAILURE
• PLACEMENT SHOULD BE WHERE THE USER IS LOOKING
SOLVING IT WITH DOCUMENTATION
• IF PEOPLE DON’T NOW WHICH BUTTON TO PUSH, DOCUMENTING IT IN THE HELP IS NOT SOLVING THE ISSUE
• THE PROBLEM IS IN THE INTERFACE AND NEEDS TO BE SOLVED THERE
At any point in the interaction our users need to understand
• Where they are • How they got there • How they can proceed
HELPING THE USER TO SUCCEED
• WE KNOW A LOT ABOUT PEOPLE AND HOW THEY APPROACH WHAT THEY ARE DOING.
• USING THAT KNOWLEDGE WE CAN HELP THEM BE SUCCESSFUL.
• SUCCESSFUL USERS ARE TOO BUSY DOING THEIR THING TO BOTHER YOU.
PREPARED BY
HOW TO GET RID OF THOSE PESKY USERS MAKE USERS SUCCESSFUL
HxR Conference Magga Dora, Senior Experience Designer
@maggadora
May 13, 2014