Richard Marsh, Enterprising User Experience - Flex and the city

creative-resonanceimproving software design
Richard Marsh
User Experience Architect
15:30 to 16:00
Enterprising user
experience 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
Richard Marsh
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’s
Honeycomb of User Experience
Value out
Effort
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 Aware
First time
user
Frequent
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
this
Why 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 again
It’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 models
User 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 feedback
Review 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 user
network 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

Richard Marsh
Enterprising user
experience design
Thank you all listening
have a great day

Richard Marsh, Enterprising User Experience - Flex and the city

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Destaque

Destaque (9)

Semelhante a Richard Marsh, Enterprising User Experience - Flex and the city

Semelhante a Richard Marsh, Enterprising User Experience - Flex and the city (20)

Último

Último (20)

Richard Marsh, Enterprising User Experience - Flex and the city