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User-centered Design Practices. Practical Tips and Case Studies

Lecture at design school Apollo

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User-centered Design Practices. Practical Tips and Case Studies

  1. 1. User-centered Design Practices Practical Approach Anna Iurchenko Medium, Twitter, Facebook @anatinge
  2. 2. @anatinge UX designer Design mentor Stanfy (Intellectsoft Group) San Francisco Medium, Twitter, Facebook
  3. 3. 1. Learn one new thing 2. Get inspired to try it on my project GOAL of this lecture
  5. 5. super-simple app that helps my patients take drugs on time
  6. 6. What problem we are trying to solve?
  7. 7. Why it exists?
  8. 8. Who cares about it?
  9. 9. forget about their pills 50 % = medical non-adherence
  10. 10. 15%transplant patients who forget pills 🤒loose their transplant and die
  11. 11. Our users remember more of their immunosuppressive regimen and have better lab results. Studies were conducted at Montefiore Medical Center RESULTS
  12. 12. Research Help us Design the right experience for Real people who will USE THE product
  13. 13. Goal and questions Plan and prepare Collect the data Research flow
  14. 14. Identify main reasons why transplant patients forget to take their medications? Research goal
  15. 15. How patients lives are changed after the surgery? 1. 2. What are the main challenges they face with after? 3. What is the context? Research questions
  16. 16. Research plan • Who you might talk with • Where you might go • What questions you might ask
  17. 17. Who to learn from Extremes and Mainstreams
  18. 18. Where to look for inspiration
  19. 19. How to learn • Interview • Observation • Role playing • Diary study • Intercepts • Surveys
  20. 20. Invite your developers!
  21. 21. Topics we discussed How life changed after surgery Life before the surgery1. 2. Habits around taking medications3. Computer and mobile habits4. …
  22. 22. life before and after the surgery Research
  23. 23. Elaborate usability tests are a waste of resources. The best results come from testing no more than 5 users and running as many small tests as you can afford. How many users you need https://www.nngroup.com/articles/why-you-only-need-to-test-with-5-users/
  24. 24. 90% listen 10% speak
  25. 25. • don’t speak about your product • don’t ask the leading questions • don’t ask about behavior in a future • don’t ask YES/NO questions • don’t argue
  26. 26. • make notes • smile • ask open-ended questions • get to know their stories and feelings • listen more than you talk
  27. 27. The art of asking questions
  28. 28. anatinge.com/design-tips Subscribe to get an email with the visual design tips
  29. 29. What I heard What I saw What surprised 10 minutes One idea per sticker
  30. 30. Testing Interactive (or not) prototype Screen sharing Recruiting for moderated testing and interviews
  31. 31. https://library.gv.com/@mmargolis Michael Margolis
  32. 32. https://www.anatinge.com/design-tips My weekly newsletter with visual tips for designers
  33. 33. &
  34. 34. persona
  35. 35. Don’t mind taking medications I have an obligation to take good care of this kidney I do not have any influence on things going wrong; I will do the best I can.
  36. 36. Concerned and careful I do not want to blame myself for ruining this kidney. You have to follow the rules.
  37. 37. I do not feel sick; not everybody knows I have a kidney transplant. I want to do things without thinking about my disease. Negative towards medications This kidney is from my mum and that is special to me, but I am not extra careful with my kidney because it is from my mum.
  38. 38. Affinity mapping
  39. 39. Customer Journey Map
  40. 40. Persona 1 steps App UX Ideas/comments Persona 2 steps Persona 3 steps
  41. 41. Change categories of your journey map to match YOUR needs and processes.
  42. 42. show process with usability tests Sketch UI concepts Together
  43. 43. Transplant Hero Experience
  44. 44. Transplant Hero is ABOUT transplant patients ONLY
  45. 45. Transplant Hero is your smart guide to the anti- rejection medicine.
  46. 46. Transplant Hero is the bright part of your post- transplant life.
  47. 47. HeRoes patients (because words are important)
  48. 48. Be ethical
  49. 49. Be a friend, not a doctor.
  50. 50. - Do people understand our product? - Do they care? - Can they figure out how to use it? - Which messages are most effective at explaining it? Validating prototype with users
  51. 51. (of usability sessions) • ask to speak out loud (repeat if a user forgets) • ask what this screen is about, what they can do there • ask to “guess” what will happen if… (they press a button/link) • ask how it could be improved • ensure that there is no right or wrong answers
  52. 52. (of usability sessions) • don’t advocate for your design/solution • don’t blame them if they make a wrong guess • don’t argue!
  53. 53. validating ideas
  54. 54. metrics
  55. 55. Improve adherence Medications check in Missed rate (missed/all pills)
  56. 56. Missed rate per active user / week  Retention rate per user / week  Activation rate per user / week
  57. 57. Define metrics Happiness: User attitudes, often collected by a survey. Engagement: Frequency, intensity or depth of interaction. Adoption: Gaining new users of a product or feature Retention: The rate at which existing users are returning. Task completion: Efficiency, effectiveness and error rate. H.E.A.R.T. https://library.gv.com/how-to-choose-the-right-ux-metrics-for-your-product-5f46359ab5be by Kerry Rodden
  58. 58. anatinge.com/design-tips Subscribe to get an email with my visual design tips
  59. 59. Simplified on-boarding and improve adherence metrics Changes based on usage data
  60. 60. 2 guardians –better adherence
  61. 61. Collaborative design Invite your team members to your research sessions
  62. 62. KEEP them ENGAGED! Ask to make notes during a session. What was good, confusing and what ideas they had during the session?
  63. 63. ALL IN one ROOm
  64. 64. process OCCUPY WALLS
  65. 65. Weekly retro
  66. 66. BYTEFOODS
  67. 67. Research PROCESS • Understand the product and reveal problems • Emphasize with the user • Reveal tech constraints • Understand business goals • Define goals for re-design • Define metrics Ideation & Prototyping Visual Design Validation & Iteration
  68. 68. Existing user flow(observation)
  69. 69. Interview questions • When do you use it? What did you buy / do you usually buy at [each time]? (breakfast, morning snack, lunch, afternoon snack, dinner) • Can you tell me why you picked [item]? (repeat per item) • What criteria goes into selecting what you want to eat? • What is your usual lunch routine? • Where do you go? What do you eat there? Why? • Imagine this is a magic wand, you could get any improvement you want.

  70. 70. Keywords & phrases
  71. 71. Key metrics
  72. 72. Research PROCESS Prototyping & Testing Visual Design Validation & Iteration • Informational architecture • Card sorting • Vocabulary • Low-fi and hi-fi wireframes • Testing
  73. 73. Deciding on menu and filters categories via card sorting with users Card sorting
  74. 74. Testing in the field Intercepting people near the fridge to test early prototype and find gaps in our thinking.
  75. 75. Research PROCESS Prototyping & Testing Visual Design Validation & Iteration • Aligning app design with the brand guidelines • Defining visual style
  76. 76. Research PROCESS Prototyping & Testing Visual Design Validation & Iteration • Usability testing with new and returned users • Observation • Fixing UX problems
  77. 77. Eliminating confusion around fridge’s food inventory and the tablet content. IMPROVEMENTS
  78. 78. Changes on the product page to guide users on the next steps IMPROVEMENTS
  79. 79. Stickers to attract users to the brand new tablet and updated menu IMPROVEMENTS
  80. 80. 1. One thing I learned tonight 2. One thing I will try at my project (with my users) WRITE!
  81. 81. https://www.anatinge.com/design-tips My weekly newsletter with visual tips for designers
  82. 82. anna.iurchenko@gmail.com anatinge.com/design-tips

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Lecture at design school Apollo https://www.facebook.com/events/197030107901872/


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