#speakgeek - designing end-to-end experiences
TRANSCRIPT
HQ
Products
Temp
Team Challenges
1.Monthly releases
2.Changing priorities
3.Customer value
uncertainties
4.Technical debt
5.Endless feature requests
6.Outdated/lack of
documentation
Evaluate domain
Precise search word
Credibility & authenticity
Updated content
Search engine
SMART SEARCHING
image source: http://feelgrafix.com/
Online Research
User Research
Understand how user actually uses the product in real world
Bridge business goals with user goals
Encourage efficiency and reduce frustration
USER CENTRIC SOLUTION
What we ‘think’ is awesome What is ‘truly’ is awesomeX
image source: http://tiag.net/
User Interview
Semi-structured conversation
5W and 1H
Information about user’s attitudes, desires and expectations
Online meeting
How a particular user works
Site Visit
Observe user in their environment
Build relationship
Identify behaviour patterns
CONTEXTUAL INQUIRY
** Can be time consuming and costly
Help build effective personas
Domain Expert Meeting
Bona fide knowledge and expertise
SUBJECT MATTER EXPERT (SME)
Ambassadors - network to users
Understand user needs
Can be anyone
Card Sorting
Classification and grouping
SORT THINGS OUT
One-on-one vs. group
Guided vs. unguided
Used as basis for designing information architecture
In person vs. computer based session
Persona
Name and role
Demographics information
Goals and challenges
Values
The creation of a representative user
Persona details may be fictions but information is not
WHAT TO HAVE IN A PERSONA?
Experience wheel
image source: https://experiencematters.wordpress.com
Identify improvement area
Describe experiences throughout the lifecycle
WOW FACTOR
Easy to use, simple to understand
Kano Model
Decide what feature to include
Product that will truly delight customers
Threshold attributes
WINNING UX STRATEGY
Performance attributes
Excitement attributes
Patterns from data collection
Who is it for?
No one feature can cater for all
Market Segmentation
IDENTIFY YOUR TARGET
Use Case
A more detailed requirement documentation
Action, expected response, alternative outcomes
Define the interactions between a user and a system
Usually used in feature enhancement
UX Wall
Discussion and reference board
Align stakeholders
No rules to what should be in
AWESOME WALL
IdeationREFINE
BETTER
STARTSMALL
FINAL
Important thing is not about generating loads of ideas, but to get the RIGHT one!
Ideation
Design Studio
• Within UX team
• Early team-wide alignment
• Gather feedback or criticism from peers
• Continuous improvement
Brainstorming• Cross-functional team (diversity)
• Collaborative problem solving
• Leads to greater understanding
• Discover better alternatives
Early Stage
Visual Standards Design Patterns Style GuidesUsage: Designers Usage: Rarely Used Usage: Developers
Usability Testing
LEARNABILITY
EFFICIENCY
MEMORABILITY
ERRORS
SATISFACTION Easy to use for a first time user?
Successfully accomplish specified tasks?
How long does it take to perform a task?
After a prolong period of not using the system, does the user still remembers where to go & what to do?
How many errors? How sever? Did users recover easily from those errors?
Image source: http://www.toushenne.de/files/robertweller/img/infographics/website-simplified-infographic-a1.jpg
Find out how satisfied your users are with your product.
On-Site Testing
Understand the user’s thoughts as they interact with the system by having them think aloud while they work
On-Site Testing
Observer 1 Observer 2
Tester (User)
Facilitator
???
Is there a
problem?
What do you
think?
It’s good that the system validates
immediately so I know right away what went
wrong.
Encourage users to keep a running stream of consciousness as they work
I’m recording you…
Customer validation
It doesn’t end with requirements
Collaborative design
Key Takeaways
Seeing is believing
We don’t know what we don’t know
User research
Design thinking
Prototyping
Implementation
User testing