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Steve Krug - Guest Talk, City University London
1.
Steve Krug City
University London 3 October 2011 I’m just a guy with a hammer
2.
Public Service Announcement:
Do not shake hands with this guy >
3.
4.
5.
Even when I’m
just minding my own business © 2001 Steve Krug
6.
Things yell at
me © 2001 Steve Krug
7.
Assert their dominance
over me © 2001 Steve Krug
8.
And treat me
badly when I comply © 2001 Steve Krug
9.
© 2001 Steve
Krug
10.
© 2001 Steve
Krug
11.
If Don Norman
was writing it today © 2001 Steve Krug
12.
It wouldn’t be
elevators and doors © 2001 Steve Krug
13.
© 2001 Steve
Krug
14.
© 2001 Steve
Krug
15.
© 2001 Steve
Krug
16.
© 2001 Steve
Krug
17.
© 2001 Steve
Krug
18.
© 2001 Steve
Krug
19.
© 2001 Steve
Krug
20.
© 2001 Steve
Krug ?
21.
22.
Surprise! © 2001
Steve Krug
23.
24.
© 2001 Steve
Krug © 2001 Steve Krug
25.
© 2001 Steve
Krug
26.
© 2001 Steve
Krug
27.
© 2001 Steve
Krug
28.
© 2001 Steve
Krug
29.
© 2001 Steve
Krug
30.
© 2001 Steve
Krug
31.
© 2001 Steve
Krug
32.
© 2001 Steve
Krug
33.
© 2001 Steve
Krug
34.
© 2001 Steve
Krug
35.
“ My ideal
home page,” as told by… © 2001 Steve Krug
36.
“ My ideal
home page,” as told by… © 2001 Steve Krug
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.
© 2001 Steve
Krug A morning a month, that’s all we ask.
48.
© 2001 Steve
Krug
49.
© 2001 Steve
Krug
50.
© 2001 Steve
Krug When this happens: Say this: You’re not absolutely sure you know what the user is thinking (see below). “ What are you thinking?” “ What are you looking at?” (for variety) “ What are you doing now?” (e.g., if you think they’re being silent because they’re reading) Something happens that seems to surprise them. For instance, they click on a link and go “Oh” when the new page appears. “ Is that what you expected to happen?” They’re trying to get you to give them a clue. (“Should I use the ___?”) “ What would you do if you were at home?” “ What would you do if I wasn't here?” The participant makes a comment, and you’re not sure what triggered it. “ Was there something in particular that made you think that?” The participant suggests concern that he’s not giving you what you need. “ No, this is very helpful.” “ This is exactly what we need.” The participant asks you to explain how something is supposed to work. (“Do these support requests get answered right away?”) “ I can’t answer that right now, because we need to know what you would do when you don’t have somebody around to answer questions for you. But if you still want to know when we’re done, I’ll be glad to answer it then.” The participant seems to have wandered away from the task. “ What are you trying to do now?”
51.
© 2001 Steve
Krug Start earlier than you think makes sense.
52.
Incorrect thinking ©
2001 Steve Krug
53.
Correct thinking ©
2001 Steve Krug
54.
© 2001 Steve
Krug Recruit loosely and grade on a curve.
55.
© 2001 Steve
Krug Naturally, we need to test people who are just like our target audience. … people who are a lot like our users. … people who actually use our site. Representative users! Real users!
56.
© 2001 Steve
Krug
57.
© 2001 Steve
Krug Make it a spectator sport.
58.
© 2001 Steve
Krug
59.
© 2001 Steve
Krug Focus ruthlessly on a small number of the most important problems.
60.
61.
© 2001 Steve
Krug Problems you can find with just a few test participants Problems you have the resources to fix
62.
© 2001 Steve
Krug
63.
© 2001 Steve
Krug When fixing problems, always do the least you can do™.
64.
65.
© 2001 Steve
Krug
66.
© 2001 Steve
Krug
67.
© 2001 Steve
Krug
68.
© 2001 Steve
Krug
69.
Run, do not
walk, to Amazon.com © 2001 Steve Krug
70.
And the companion
volume… © 2001 Steve Krug
71.
© 2001 Steve
Krug
72.
73.
Questions, anyone? ©
2001 Steve Krug
74.
© 2011 Steve
Krug