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Designing Better Experiences

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Designing Better Experiences

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Slides from the workshop @danny_bluestone and @duckymatt from Cyber-Duck Ltd gave at UX London 2013. The workshop focused on how by putting the user at the centre of design decisions you can deliver a better experience. With a mixture of theory and hands-on activities the workshop covered user research, activity mapping, card sorting and participative sketching techniques.

Slides from the workshop @danny_bluestone and @duckymatt from Cyber-Duck Ltd gave at UX London 2013. The workshop focused on how by putting the user at the centre of design decisions you can deliver a better experience. With a mixture of theory and hands-on activities the workshop covered user research, activity mapping, card sorting and participative sketching techniques.

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Designing Better Experiences

  1. 1. DESIGNING BETTER EXPERIENCES THROUGH A USER CENTRED APPROACH Danny Bluestone | @danny_bluestone Matt Gibson | @duckymatt
  2. 2. WHAT IS USER CENTRED DESIGN?
  3. 3. The central premise of user centred design is that the best designed products and services result from understanding the needs of the people who will use them.
  4. 4. SOME BENEFITS OF UCD 1. Qualitative - Find out what customers actually want. 2. Context – Discover the exact context to design for. 3. Creativity – Combine UCD with branding. 4. Focus - Avoid ‘analysis paralysis’. 5. Remove egos– Verify decisions with real customers.
  5. 5. GIVING USERS WHAT THEY NEED NOT WHAT YOU THINK THEY NEED http://xkcd.com/773/
  6. 6. TAKE TIME TO OBSERVE HOW PEOPLE USE YOUR DESIGN http://www.flickr.com/photos/matski_98/8259750205/
  7. 7. DESIGN FOR PEOPLE, NOT AWARDSTIMOTHY PRESTRO, CEO of DMT http://designthatmatters.org/portfolio/projects/
  8. 8. DESIGN FOR OUTCOMES www.ted.com/talks/timothy_prestero_design_for_people_not_awards.html and http://www.designthatmatters.org/pictures/dtm_blog/Baby_in_Firefly.JPG
  9. 9. LEWIS HAMILTON ON UCD If the engineers could, they'd give you 40 buttons, but when you're driving it's not that easy to use them all, so it's better to have the ones you really need. The key thing is to make it simpler without getting rid of stuff that I might need to make the car go quicker. http://www.flickr.com/photos/simonw92/8534697674/
  10. 10. As we reform the delivery of public services, they are designed around the needs of the user, rather than has been far too often the case in the past, being designed to suit the convenience of the government. Francis Maude, MP
  11. 11. Approaches Disciplines User centred design Interaction design Self design Information architecture Activity centred design Usability testing Genius design Research
  12. 12. IS UCD ALWAYS THE BEST APPROACH?
  13. 13. http://www.flickr.com/photos/centralasian/5577225117
  14. 14. USERS ARE NOT DESIGNERS IT IS USER CENTRED DESIGN, NOT USER CONTROLLED DESIGN
  15. 15. THERE IS NO SUCH THING AS A ONE-SIZE-FITS-ALL APPROACH FOCUS ON OUTCOMES NOT DELIVERABLES
  16. 16. USABILITY IS NOT A FEATURE IT DEPENDS ON THE USER, THE ENVIRONMENT, THE TASK, AND OTHER CONTEXTUAL FACTORS http://www.flickr.com/photos/oewf/2924217723/
  17. 17. HOW WE APPROACH UCD 4. Improve 3. Test 1. Research 2. Design / prototype
  18. 18. RESEARCHING REQUIREMENTS
  19. 19. FRONT-LOADING STAKEHOLDER INTERVIEWS • Why is it being made? • Who are the key stakeholders and what are their goals? • How does it fit in with the wider company objectives? • Gain insight into market and target audiences • Identify competitors early on http://goodkickoffmeetings.com/2010/04/stakeholder-frontloading/
  20. 20. TECHNIQUES FOR EFFECTIVE INTERVIEWS • Create an informal and relaxed atmosphere • Stay flexible • Keep it one-on-one • Allow them to speak ‘off-the-record’
  21. 21. The turning point in many interviews is when the interviewee gets up and closes the office door and lowers their voice. Paul Boag, Headscape http://boagworld.com/business-strategy/how-to-improve-your-site-using-stakeholder-interviews/
  22. 22. DEFINING CONTEXT OF USE 1. User profiles 2. Activities 3. Environment
  23. 23. TIPS FOR GETTING INSIGHT INTO USER PROFILES • Speak to existing users if possible • Competitors • Ethnographic studies / research • Expert insight
  24. 24. THE BEST USER PERSONAS ARE BASED ON REAL USERS http://www.flickr.com/photos/patloika/7946438528
  25. 25. HOW DO I FIND MY USERS? • Ethnio for existing users • Social media • Go to the physical locations where you’ll find your users • Use professional recruiters http://www.flickr.com/photos/oatsy40/6783078815/
  26. 26. Accessibility is the degree to which anyone can access and use a website using any web browsing technology. http://www.rnib.org.uk/professionals/webaccessibility/background/Pages/background.aspx RNIB http://www.flickr.com/photos/furbyx4/2968376257/
  27. 27. WHAT ACTIVITIES DO YOUR USERS NEED TO PERFORM? http://www.flickr.com/photos/fernando/36759033
  28. 28. FREQUENCY WHAT WILL THE USER NEED TO DO MOST OFTEN?
  29. 29. CRITICAL CAN BE INFREQUENT, BUT IT IS CRITICAL TO SUPPORT THEM
  30. 30. ENVIRONMENT ANALYSIS • Physical • Social / cultural • Technical
  31. 31. DESIGN / PROTOTYPING
  32. 32. CARD SORTING • The ‘base’ for your information architecture. • Gets insights and patterns into users ‘mental model’. • It helps to increase findability in a system.
  33. 33. The current recommendation is to test 15 users for card sorting in most projects, and 30 users in big projects... Jakob Nielsen, Nielsen Norman Group
  34. 34. TECHNIQUES FOR CARD SORTING • Use lots of post-it notes or cards • Get users to sort the cards in open or closed groups • Your main job is to observe and keep the momentum • Learn from the patterns of different groups via analysis • Helps to create a record of the structure/taxonomy
  35. 35. EXERCISE: UNDERTAKING CARD SORTING In groups of 5 people: • Create the higher level categories for the website • Write down the main sections and screens • Organise the sections into logical groups
  36. 36. HICKS’S LAW “THE MORE CHOICES YOU HAVE TO CHOOSE FROM, THE LONGER IT TAKES FOR YOU TO MAKE A DECISION.” http://www.cirencalui.com/
  37. 37. INTRODUCING INTERACTION DESIGN (IxD) • Helps to map out ‘flows of control’ • Progresses to sketching and prototyping • Pivotal at delivering functional specifications
  38. 38. FITT’S LAW “THE TIME REQUIRED TO RAPIDLY MOVE TO A TARGET AREA IS A FUNCTION OF THE DISTANCE TO AND THE SIZE OF THE TARGET” http://modetro.com/mb-games-simon-says-vintage-retro-game-70s
  39. 39. TECHNIQUES FOR INTERACTION DESIGN (IxD) • Use personas and interviews to inform the design. • Competitor research see what is already out there. • Ethnography can help you to understand real users. • Validate what you do with real users as early as possible.
  40. 40. IxD –FLOW OF CONTROL EXAMPLE http://wc1.smartdraw.com/examples/content/examples/01_flowcharts/4_other_flowcharts/control_flow_epc_diagram_flowchart_l.jpg
  41. 41. IxD – PROTOTYPE http://www.infoq.com/resource/articles/wireframes-start-development-projects/en/resources/3fig1.jpg
  42. 42. START PROTOTYPES WITH PEN AND PAPER http://www.flickr.com/photos/furbyx4/2968376257/
  43. 43. I do not know the cognitive reasons behind this, but I have never seen this not be true. The more human your picture, the more human will be the response. Dan Roam, Back Of The Napkin http://www.thebackofthenapkin.com/
  44. 44. PARTICIPATORY SKETCHING TIPS • Encourage low fidelity • Review as a group • Frame critique with user stories
  45. 45. TEST / EVALUATE
  46. 46. DESIGNS ARE HYPOTHESES ITERATE QUICKLY AND TEST ASSUMPTIONS
  47. 47. ETHNOGRAPHY http://www.flickr.com/photos/alui0000/4814280779
  48. 48. GUERILLA USER TESTING http://www.flickr.com/photos/5tein/3609261904
  49. 49. Lets us see how our study participants scan the search results page, and is the next best thing to actually being able to read their minds. Anne Aula and Kerry Rodden, User Experience Researchers, Google GOOGLE ON EYE TRACKING http://www.japantoday.com/images/size/x/2013/03/urn%3Apublicid%3Aap.org%3A83a7bae63f044fbc938d2f4bea94d862.jpg
  50. 50. INTERVIEWS http://uxmag.com/articles/eye-tracking-the-best-way-to-test-rich-app-usability
  51. 51. OTHER METHODS OF USER FEEDBACK • Click tracking tools • A/B and MVT testing • Remote user testing • Expert reviews
  52. 52. BALANCING UCD WITH CLIENT’S NEEDS
  53. 53. EXPLAINING WATER TO FISH Courtesy of Karen McGrane http://alistapart.com/column/explaining-water-to-fish http://www.flickr.com/photos/healthgauge/7387853018/
  54. 54. WHAT WE’VE COVERED • What is user centred design – Benefits / pitfalls • Usability is not a feature • Researching users and activities • Paper prototyping • Getting user feedback
  55. 55. THANK YOU! Danny Bluestone | @danny_bluestone Matt Gibson | @duckymatt

Notas do Editor

  • Frequent tasks are crucial to your product’s success since they will determine users’ perception.
  • Critical tasks may be infrequent, but users will hate your product if these tasks are not well supported. Software installation is an example of an infrequent but critical task since it can cause the whole product to fail
  • Consider the environments the user will be using the system within.Physical – Where will they be physically using the product, will connection speed, light, temperature, noise levels be factors to consider? Try to photograph / film the environment you are designing for.Social – Cultural considerations we need to makeTechnical – What hardware / software do we need to support? Consider Mobile.

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