Richard Marsh, Enterprising User Experience - Flex and the city

creative-resonanceimproving software designcreative-resonanceimproving software design

Richard MarshUser Experience Architect

15:30 to 16:00

Enterprising user

experience design

creative-resonanceimproving software design

1Sunday, 24 October 2010


1. User Experience: a definition

What are we talking about when we talk about user experience

2. User Experience: as a practice

What do we do as a practice?

3. The challenge of enterprise ux

Much of a projects success is about the teams ability to understand

each others value and define their own to support collaborative

working over combative working

4. Quid pro quo

further information and a chance to answer your questions


contents

Enterprising user

experience design



User experience:

a definition

lets start from a common place...



User experience (UX) is a term used in reference to a

persons overarching experience as a result of interacting

with a digital media product or service.



User experience

or another way to look at user experience...

The interface is the product

magic

technology & stuff

no idea

who cares about this side of the screen?

databases



User experience

Who do we mean by users?

All of the people that will interact with the digital media, i.e.

‣ person socialising, working, researching or shopping at desk or on the move

‣ people working in a local and remote teams

‣ person sharing information

‣ people playing on own / against or with others

and

‣ Content managers

‣ Administrator setting up

‣ Support & training teams

‣ Business Management wanting reports



User experience

Experience, what is it?

Experience is the immediate and recalled perception of a persons stimuli as a result of

interacting with digital media.

The experience belongs to the user. They will judge the experience from many angles;

‣ emotive

‣ objective

‣ subjective criteria.

Think about the users wider context it can provide great opportunities for new solutions, and after all their

experience will always be affected by factors outside of the immediate digital media interaction;

‣ users life and work motivations and goals

‣ users own state of being

‣ users environment in the real world and technical landscape

‣ sphere of influence of the people they associate with



User experience: perceptions

Attempting to understand the concept of user experience will help us to

affect experiences in a positive way, as far as we can do. It also helps

us to monitor and improve it.

Context

User Content

Lou Rosenfeld & Peter Morville’s famous Venn diagram

accessible

desirableusable

findable

credible

useful

valuable

Peter Morville’sHoneycomb of User Experience

Value outEffort

in

A very simple approach to judging software

Content

BrandUsability

Functionality

Quality of

service

Typical criteria for simple Benchmarking User Experience



User experience: life cycle

The user experience needs to be considered within the context time.

Each stage of the life cycle involves the user over coming a barrier,

which we need to assist with through clear communication and design.

Advocate

Unaware AwareFirst time

userFrequent

user

Power user

Antagonist

Infrequent user



User experience: human indicators you’re getting it right or wrong

During usage

First impressions

It made me look good, by

helping me to do my job

Where is

Simple and fast to use

Why did it do that?!?

What does it expect from

me?

I’ve just done all that... WTF

It just works

That’s cool, I didn’t know I

It’s easier than I thought it would

I feel safe, as I can always go

I know where to go to get things done -

there’s a shortcut It

takes too long to do what I

It doesn’t add value to me!

This is clear and looks I don’t get

thisWhy do I

care?

Lasting impression

This is so slow

Just what I was looking

It’s the best, I couldn’t live

without it Never againIt’s better

than nothing but I wish..

What do I do now - is it



@filthy > hi all, looking for famous quotes to share at Flex in the City?

- Jef Raskin

Macintosh & author of

“The Humane Interface”

“What users want is convenience and results. But all they see is the

interface. As far as the customer is concerned, the interface is the product.”

"If I had asked people what they wanted, they would have said faster horses."

- Henry Ford“Design is not just what it looks like and feels like. Design is how it works.”

“It's really hard to design products by focus groups. A lot of times, people

don't know what they want until you show it to them.”- Steve Jobs

Any sufficiently advanced technology is indistinguishable from magic.

- Arthur C. Clarke

"Profiles of The

Future", 1961

(Clarke's third law)

- Albert Einstein

“Two things are infinite: the universe and human stupidity; and I'm not sure

about the universe.”



User experience:

as a practice

A balance of design and usability engineering.



User Experience: as a practice

The User Experience practice is predominantly a User Centred

Design practice that places the User as the focal target for

requirements and design decisions, whilst considering the synergy

with the business or stake holder goals.

The practice should be engaged for duration of the project life-cycle.

User Experience benefits

‣ Value to the business

‣ Impact to the business

‣ Value to the user

‣ Impact to the user

‣ realisation of the value of development

Interaction

Design

Information

Architecture

Business

Analysis

Information

Design

Service

Design

Visual Design

(Media design)

Usability

Engineering

Content

Strategy

User

Experience

Architect

Areas of interest that provide insights, and help develop the User Experience knowledge base.

‣ Human factors sciences

‣ Technology and its applications

‣ All forms of Design

‣ Business modelsUser Experience is a specific practice, but can also be seen as

an umbrella term for;



Putting UX into practice... where do we start .. getting to the solution is the goal

World of infinite possibility

Best solution possible

Rule 1 - The business & users will not be able to tell you what they need - research



A simplified approach for any project

World of infinite possibility

Best solution possible

‣ UX Strategy - focuses on gaining actionable user data & requirements, to assist with finding the synergy between stakeholder objectives and to provide valuable insights and direction to the UX design phase.

‣ UX Design - focuses on designing the best solution possible that is fit for purpose providing specifications and direction to design and development parties.

UX Strategy UX Design

Rule 2 - Define the problem before attempting to design the solution - analysis



Strategy focuses on gaining a clear understanding of the business objectives and the roles users are to play in meeting them. To then focus on gaining valuable insights into the goals and behaviours of the users in order to help direct project focus and software design.

‣ Define approach to UX strategy

‣ Define business objectives and KPI’s

‣ Research users, their behaviours, motivations, needs and goals

‣ Review existing systems

‣ Review competition and opportunities

‣ Present strategy findings to show moving from current to future state

What do each group want from

each other?

How does this work currently?

Where is the synergy?

What internal and external

insights can we take into this?

User Experience Strategy

UsersStakeholders

Presentation of key findings and strategic direction for the software design with consideration to the approach



My view of the big picture



User Experience Design

Users Stakeholders

Take strategy insights into the design process start looking into flows, content and functionality

Explore software design ideas

Act on feedbackReview and test often

and early

Provide user interface documentation and work with project team to implement, test and deliver.

Create a solution fit for purpose whilst providing the best user experience possible for a given project.

‣ Conceptual designs (sketches, abstract models, site or application architecture, navigation design, labels and taxonomies)

‣ Early user testing

‣ Work up fidelity of solution and provide user interface specifications (Guidelines, wireframes, specifications and usage)

‣ Work with project team to review and deliver

‣ User testing

‣ After its live review usage & performance

‣ determine next steps



Make it easy to know what happens in your product

User operation

The difference between a system and

a smart system is that a smart system

provides feedback.

Make your systems smarter by

capturing insights through;

‣ User metrics

‣ User initiated Feedback

‣ Help desks

‣ Speak with and listen to your

users

Your product

Business

objectives &

KPI’s

Your product

design process

insights for maintenance and improvement

Rule 3 - Test your design, measure and review for success



The challenge of

enterprise ux

are there differences?



brand

interaction design

User experience needs us all

The interface is the product

front end performance

back end performance

visual design

Delivering a great user experience means all must

care about the usernetwork performance

information architecture

business

proposition



So what is different between ux and enterprise ux?

These are just a few of the typical things.

‣ Larger projects with longer life spans

‣ Larger more specialised roles within the project team

‣ Higher levels of stakeholder communication

‣ Organisational complexities and politics

‣ Technology complexities often due to the growth and acquisition processes that many enterprises go through

which can cause disparate legacy system issues

‣ Resistance to change due to the logistical costs

‣ Not as much access or openness towards external technology options due to issues of; ownership,

accountability, security, intellectual copyright, support

‣ Greater need to concentrate on governance and process, back ups, disaster recovery, up time as these issues

These days it is quiet common for users outside of an organisation to have access to more technology and up to date

services.



User experience UCD / Agile

UCD and Agile can work very nicely together - often the

key to getting these to work nicely together is realising that

there are some core differences;

‣ UCD is a design methodology predominantly and

uses research to inform its design.

‣ Agile is a development methodology and whilst it will

have a design element in it in order to develop

correctly.

Leading each iteration with a UCD sprint 0 enable the

research and holistic design framework to be achieved to

support the detail of the iteration to avoid fragmentation of

the experience.

Both should have synergies in that they both prefer to;

‣ test early and test often

‣ support iterative approaches

‣ can be reactive to findings and opportunities

‣ promote communication over documentation

Rule 4 - Work together



Quid pro quo

something for you



5 basic rules for approach

Rule 5 - Start with usability and finish with a great user experience

Rule 4 - Work together - deliver

Rule 1 - The business & users will not be able to tell you what they need - research

Rule 2 - Define the problem before attempting the solution - analysis

Rule 3 - Test your design, measure and review for success - design



Quid pro quo: links to go and take a look at - make use of others work

Some of my favourite articles, books and sites

‣ Vannevar Bush’s - As we may think (online article from 1945)

‣ Bruce Tognazzini - First Principles of interaction design (online article)

‣ Steve Krug’s - Don’t make me think (book)

‣ Caroline Jarretts or Luke W’s books on designing forms (books)

‣ Web Performance Steve Souders (online and book)

‣ Alan Cooper’s - About face 3.0 (book)

‣ www.uxmatters.com (UX Matters - online articles)

‣ www.uxmag.com (UX Mag - online articles and discussions)

‣ www.bokardo.com (Joshua Porters social design blog)

Whitney Hess’ UX summary of qualities & principles

http://www.uxmag.com/design/guiding-principles-for-ux-designers

A great collection of ux quick snippets has recently been posted here

http://www.webdesignerdepot.com/2010/10/usability-resources-to-win-arguments/

Never too early nor too late to learn about good design

For details of these links and more for information visit

www.creative-resonance.com or @filthy


http://www.creative-resonance.com/blog/2008/03/25/vannevar-bush-web-visionary/

http://www.creative-resonance.com/blog/2008/03/25/vannevar-bush-web-visionary/

http://www.asktog.com/basics/firstPrinciples.html

http://www.asktog.com/basics/firstPrinciples.html

http://www.uxmatters.com

http://www.uxmatters.com

http://www.ugmag.com

http://www.ugmag.com

http://www.bokardo.com

http://www.bokardo.com





http://www.creative-resonance.com

http://www.creative-resonance.com

http://twitter.com/filthy

http://twitter.com/filthy

creative-resonanceimproving software designcreative-resonanceimproving software design


Enterprising user

experience design

Thank you all listeninghave a great day



Richard Marsh, Enterprising User Experience - Flex and the city

Design

Transcript of Richard Marsh, Enterprising User Experience - Flex and the city