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Making Great User Experiences, Pittsburgh Scrum MeetUp, Oct 17, 2017

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Everything is designed, yet some interactions are much better than others. What does it take to make a great experience? What are the areas that UX specialists focus on? How do skills in cognitive psycology, computer science and design come together? Carol introduces basic concepts in user experience design that you can use to improve the user's expeirence and/or clearly communicate with designers.

Publicada em: Design
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Making Great User Experiences, Pittsburgh Scrum MeetUp, Oct 17, 2017

  1. 1. Making Great User Experiences Carol Smith, @carologic Pittsburgh Scrum User Group October 17, 2017
  2. 2. Making Great UX / @carologic / Scrum Pgh Everything is Designed
  3. 3. Making Great UX / @carologic / Scrum Pgh Design is process of • Identifying • Classifying • Selecting … constraints Art has fewer constraints
  4. 4. Making Great UX / @carologic / Scrum Pgh Managing Constraints • Non-negotiable - satisfy – Technology – Amount of content (sometimes) • Negotiable - optimize – Navigation wording – Color, images Dini, Dino. (March 2008). Wikipedia: Design. 2005 Game Design and Technology Workshop, Liverpool JM University. http://en.wikipedia.org/wiki/Design Retrieved on 2008-03-23.
  5. 5. Making Great UX / @carologic / Scrum Pgh Principles of good interface design • Natural – Appropriate, adaptive • Consistent – No surprises, reinforce learning • Supportive – Information, status • Flexible – Accommodating for preferences, ability
  6. 6. Making Great UX / @carologic / Scrum Pgh Why are some digital experiences so much better?
  7. 7. Making Great UX / @carologic / Scrum Pgh Why Designs are Better 1. Follow design best practices 2. Clear focus on specific users (not specific customers) 3. Ability to learn and iterate quickly
  8. 8. Making Great UX / @carologic / Scrum Pgh Design Best Practices
  9. 9. Making Great UX / @carologic / Scrum Pgh Cognitive Psychology = Information Handling • Acquire • Perceive • Store Transform Use Communicate Ulric Neisser (1967) Cognitive Psychology
  10. 10. Making Great UX / @carologic / Scrum Pgh Acquire, Perceive and Store via Senses 13 • Sight • Hearing • Taste • Touch • Smell
  11. 11. Making Great UX / @carologic / Scrum Pgh Acquire, Perceive and Store via Perception 14 • From senses • Knowledge in memory • Relate new with old experiences and expectations • Everything is seen through our past experiences
  12. 12. Making Great UX / @carologic / Scrum Pgh Sensory Memory - Cocktail party phenomenon • Absorb information without paying attention • Block out information to focus • Sensory memory • New info replaces old Ceramic frogs at cocktail party.com%2Fen%2Fparty-celebrate-drink-funny-frogs- 1234566%2F&psig=AFQjCNEzJcqc6pC10aXUB2WSxcQE1HV- hw&ust=1500840550608946
  13. 13. Making Great UX / @carologic / Scrum Pgh Short-term Memory (STM) • Information recognized and perceived • Passed from sensory to be processed further • STM is held for 0 seconds to 2 minutes
  14. 14. Making Great UX / @carologic / Scrum Pgh STM can be recalled 17 • Chunking - is our ability to group information • Limited capacity of 7 plus or minus 2 items – Remember 7 digit phone number to dial – Will not remember the next day • Recognition is better than recall
  15. 15. Making Great UX / @carologic / Scrum Pgh Complications to perception • Eye issues – Colorblind, poor eyesight or blindness, dark room • Hearing issues – Reduced sensitivity, loud work area • Reduced tactile sense – Arthritis, Parkinson’s, thick gloves • Mental disabilities – ADHD, dyslexia, alcohol
  16. 16. Making Great UX / @carologic / Scrum Pgh What is Accessibility? Accessibility is designing products so that people can use them regardless of ability or environment. Consider temporary and permanent conditions Disability symbols By NPS Graphics, put together by User:Wcommons (http://www.nps.gov/hfc/carto/map-symbols.htm) [Public domain or Public domain], via Wikimedia Commons https://commons.wikimedia.org/wiki/File:Disability_symbols.png
  17. 17. Making Great UX / @carologic / Scrum Pgh Design so that everyone can… • Perceive • Understand • Navigate • Interact • Create & Contribute effectively Curb Cut Image http://4sbccfaculty.org/lecture/2000s/lectures/Jan_Shapiro.html
  18. 18. Making Great UX / @carologic / Scrum Pgh Gestalt Principles of Design
  19. 19. Making Great UX / @carologic / Scrum Pgh Elements of Design (by J6 Design) © 2015 J6 design http://www.j6design.com.au/6-principles-of-design/
  20. 20. Making Great UX / @carologic / Scrum Pgh Principles of Design (by J6 Design) © 2015 J6 design http://www.j6design.com.au/6-principles-of-design/
  21. 21. Making Great UX / @carologic / Scrum Pgh Closure 24 • Complete familiar objects that have gaps in them Kanizsa triangle By Fibonacci https://commons.wikimedia.org/wiki/File:Kanizsa_triangle.svg [GFDL (http://www.gnu.org/copyleft/fdl.html) or CC-BY-SA-3.0 (http://creativecommons.org/licenses/by-sa/3.0/)], via Wikimedia Commons
  22. 22. Making Great UX / @carologic / Scrum Pgh Symmetry 25 Symmetry Photo by Kevin Jones Follow At the Taj Mahal in Agra, Uttar Pradesh, India https://www.flickr.com/photos/kj-an/3060098369
  23. 23. Making Great UX / @carologic / Scrum Pgh Name this… Grupo Firenze - FIAP 2008 - C:Fibonacci https://commons.wikimedia.org/wiki/Category:Fibonacci#/media/File:Bromelia.png
  24. 24. Making Great UX / @carologic / Scrum Pgh Fibonacci Sequence
  25. 25. Making Great UX / @carologic / Scrum Pgh Quilt: Fibonacci Series #12, Copyright 2013 Caryl Bryer Fallert, Bryerpatch Studio, www.bryerpatch.com Via https://www.jinnybeyer.com/blog/fibonacc i-and-the-golden-ratio/
  26. 26. Making Great UX / @carologic / Scrum Pgh Figure-Ground: Perception Activity Cup or faces image - By Bryan Derksen. Original image paradox.jpg uploaded by Guam on 28 July 2005, SVG conversion by Bryan Derksen, CC BY- SA 3.0, https://commons.wikimedia.org/w/index.php?curid=1733355 Identify a figure from the background
  27. 27. Making Great UX / @carologic / Scrum Pgh Figure-Ground – Image 2 Figure-Ground Organization in Natural Images - Xiaofeng Ren, Charless Fowlkes and Jitendra Malik, in ECCV '06, volume 2, pages 614-627, Graz 2006. http://homes.cs.washington.edu/~xren/research/eccv2006/
  28. 28. Making Great UX / @carologic / Scrum Pgh Style Guides Encourage Consistency • Same design principles across products • Consistency can increase usability • Most important type of consistency is consistency with the way people work* – Different ways of working – May require inconsistencies *Grudin (1989)
  29. 29. Making Great UX / @carologic / Scrum Pgh Patterns Defined • Collection of reusable components • Consistent markup, styles, behavior in prototype and production work • Must be easily maintained and quickly updated IBM Carbon Design System http://carbondesignsystem.com/getting-started/developers
  30. 30. Making Great UX / @carologic / Scrum Pgh Graceful Degradation and Responsiveness
  31. 31. Making Great UX / @carologic / Scrum Pgh User Experience
  32. 32. Making Great UX / @carologic / Scrum Pgh Influences on UX • Computer Science • Artificial Intelligence • Ergonomics / Human Factors Engineering • Linguistics Psychology Art & Design Anthropology / Ethnography Industrial Design
  33. 33. Making Great UX / @carologic / Scrum Pgh User’s Experience • Interaction with a product, service, or company – Functional – Sensorial – Emotional – Social
  34. 34. Making Great UX / @carologic / Scrum Pgh Functional • Able to complete task –Find information –Submit form –Contact someone –Purchase item A Scrum board suggesting to use Kanban by Jeff.lasovski https://commons.wikimedia.org/wiki/File:Simple-kanban-board-.jpg
  35. 35. Making Great UX / @carologic / Scrum Pgh Sensorial • Visual – Layout – Colors – Images • Auditory – Video – Music – Ads Google Search results: https://www.google.com/search?q=complete+a+task&safe=active&rlz=1C1CHBF_enUS729US729&source=lnms&tbm=isch&sa=X&ved=0ahUKEwiVo- jTsqPVAhUFWD4KHTU7C8cQ_AUICigB&biw=1600&bih=804#safe=active&tbs=sur:fc&tbm=isch&q=sensorial
  36. 36. Making Great UX / @carologic / Scrum Pgh Emotional • How do they feel? – Bring their day, context, with them • What does the interface convey? – Conveys ideas and emotions – Sets the tone – They react Photo: Week #51 Emotion [51of52] by Anthony Woman giving the "Ya whatever Dad look" https://www.flickr.com/photos/camera_is_a_mirror_with_memory/8286395944
  37. 37. Making Great UX / @carologic / Scrum Pgh Social • Interactions with people • Social networking • Help features • Chat An icon representing a conversation Created by Benjamin D. Esham (bdesham) with Inkscape. 4 Aug 2007 https://commons.wikimedia.org/wiki/File:Chat_bubbles.svg
  38. 38. Making Great UX / @carologic / Scrum Pgh X Experience Functional Emotional Sensorial Social Where They Overlap...
  39. 39. Usability is the degree to which something - software, hardware or anything else – is easy to use and a good fit for the people who use it. Definition from UXPA Usability Body of Knowledge: http://usabilitybok.org/glossary/19#letteru
  40. 40. Making Great UX / @carologic / Scrum Pgh Aspects of Usability 43 • Able to complete tasks • Effectively and efficiently • Learnable • Pleasant to use and engaging • Feeling of control and support
  41. 41. Making Great UX / @carologic / Scrum Pgh Usability is an important characteristic of what makes a good User Experience
  42. 42. Making Great UX / @carologic / Scrum Pgh Minimize Human Cost 45 • Tiredness • Discomfort • Embarrassment • Frustration • Personal effort Image: Woman holding face in hands in front of computer: http://maxpixel.freegreatpicture.com/People-Male-Man-Sad-Happy-Face-Adult- Emotions-371238
  43. 43. Making Great UX / @carologic / Scrum Pgh Benefits of Good User Experience • Increased Usefulness • Increased Efficiency ($$$) • Improved Productivity
  44. 44. Making Great UX / @carologic / Scrum Pgh Benefits (continued) • Fewer Errors • Reduced Training Time • Improved Acceptance Natural Smile by Bradley Davis https://www.flickr.com/photos/backpackphotography/1375817337
  45. 45. IBMDesignThinking Human-centered outcomes at speed and scale
  46. 46. Understand people’s needs. IBMDesignThinking © 2016 IBM Corporation | IBM Confidential
  47. 47. Form intent. IBMDesignThinking © 2016 IBM Corporation | IBM Confidential
  48. 48. Deliver outcomes at speed and scale. IBMDesignThinking © 2016 IBM Corporation | IBM Confidential
  49. 49. IBMDesignThinking © 2016 IBM Corporation | IBM Confidential TheLoop TheKeys Principles
  50. 50. IBMDesignThinking © 2016 IBM Corporation | IBM Confidential TheLoop Principles TheKeys
  51. 51. Focus on user outcomes Multidisciplinary teams Restless reinvention IBMDesignThinking © 2016 IBM Corporation | IBM Confidential Principles
  52. 52. Principles IBMDesignThinking © 2016 IBM Corporation | IBM Confidential TheLoop TheKeys
  53. 53. IBMDesignThinking TheLoop Observe Reflect Make © 2016 IBM Corporation | IBM Confidential
  54. 54. TheLoop Principles IBMDesignThinking © 2016 IBM Corporation | IBM Confidential TheKeys
  55. 55. Hills Playbacks Sponsor users IBMDesignThinking © 2016 IBM Corporation | IBM Confidential TheKeys
  56. 56. IBMDesignThinking © 2016 IBM Corporation | IBM Confidential TheLoop TheKeys Principles
  57. 57. Making Great UX / @carologic / Scrum Pgh Again - why are some much better? Clear focus on specific users (not specific customers)
  58. 58. Focus
  59. 59. Making Great UX / @carologic / Scrum Pgh Who will frequently, actively use your product? What do they need to do?
  60. 60. Making Great UX / @carologic / Scrum Pgh Designing for Everyone is Impossible
  61. 61. Making Great UX / @carologic / Scrum Pgh Who are the Primary users? • What are their goals? • How many are there? • Common complaints/biggest issues? • Most important/frequent tasks?
  62. 62. Making Great UX / @carologic / Scrum Pgh Same Job Title, May Differ in… UserExperience Frequency of use Priority of tasks Characteristics Motivations and attitude Expectations
  63. 63. Making Great UX / @carologic / Scrum Pgh Case Study • Creating a site for University students • Think about the student you are designing for – What kind of program? – How old are they? – What else?
  64. 64. Making Great UX / @carologic / Scrum Pgh Which Student? • Rick Connie http://www.flickr.com/photos/mrjkbh/ via http://creativecommons.org/licenses/by-nc-nd/2.0/deed.en http://www.flickr.com/photos/caharley72/ (Christopher Alison Photography) via http://creativecommons.org/licenses/by-nc-nd/2.0/
  65. 65. Making Great UX / @carologic / Scrum Pgh Start with Quick Assumptions • Loosely defined groups of Archetypes • What differentiates them? • Be honest about what you don’t know • Only develop Personas with lots of research
  66. 66. Making Great UX / @carologic / Scrum Pgh Interview the Experts • Customer Service • Marketing (Web statistics) • Training • Sales/Business development
  67. 67. Making Great UX / @carologic / Scrum Pgh Include PWD in Research • People with disabilities – “We are all only temporarily able-bodied. Accessibility is good for us all.” – Not “disabled” or “handicapped” – Get to spirit of the law (Section 508, WCAG 2.0) • Disability – any condition that impedes the completion of daily tasks using traditional methods (Wikipedia) -@mollydotcom at #stirtrek 2011 via @carologic
  68. 68. Making Great UX / @carologic / Scrum Pgh "The biggest waste of all is building something no one wants" - @ericries #LeanStartupMI via @MelBugai
  69. 69. Making Great UX / @carologic / Scrum Pgh Transform Data • Look for patterns • Read “between the lines” • Know what you’ve got – Sort, reorganize, review, repeat – What refutes your expectations? – Surprises? – Outliers?
  70. 70. Making Great UX / @carologic / Scrum Pgh Some experiences are better! Ability to learn and iterate quickly
  71. 71. Create a great, usable, accessible, and relevant experience
  72. 72. Making Great UX / @carologic / Scrum Pgh True Statements • All interfaces have usability problems • Limited resources to fix • More problems than resources • Less serious problems distract • Intense focus on fixing most serious problems first Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems. By Steve Krug
  73. 73. Making Great UX / @carologic / Scrum Pgh Usability Testing is… • Representative users • Doing real tasks • Being observed • Using prototypes or live products http://creativecommons.org/licenses/by-sa/2.0/ http://www.flickr.com/photos/raphaelquinet/513351385/sizes/l/in/photostream/ http://www.flickr.com/photos/raphaelquinet/
  74. 74. Making Great UX / @carologic / Scrum Pgh Usability NOT User Testing • There is a difference • User testing infers testing people – Can the participant figure out our design work? • Usability testing puts emphasis on what is being tested – Reduces the focus on the participant’s performance – Is the product successful?
  75. 75. Making Great UX / @carologic / Scrum Pgh Regular Usability Testing
  76. 76. Making Great UX / @carologic / Scrum Pgh Any UX Method Can be Adapted • Quick • Bare minimum of effort • Get needed feedback • Provide recommendations • Repeatable
  77. 77. Making Great UX / @carologic / Scrum Pgh Tweak, Don’t Redesign • Small iterative changes – Make it better now – Don’t break something else • Take something away – Reduce distractions – Don’t add – question it Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems. By Steve Krug
  78. 78. Making Great UX / @carologic / Scrum Pgh UX is better… 1. Follow design best practices 2. Clear focus on specific users (not specific customers) 3. Ability to learn and iterate quickly
  79. 79. Making Great UX / @carologic / Scrum Pgh Share What You Learn
  80. 80. Making Great UX / @carologic / Scrum Pgh Recommended Readings 84
  81. 81. Making Great UX / @carologic / Scrum Pgh Contact Carol LinkedIn: https://www.linkedin.com/in/caroljsmith Twitter - @Carologic: https://twitter.com/carologic Slides on Slideshare: https://www.slideshare.net/carologic
  82. 82. Making Great UX / @carologic / Scrum Pgh Recommended Sites • Usability.gov – https://www.usability.gov/ • W3C Web Accessibility Initiative – http://www.w3.org/WAI/ • Accessibility Standards in US (Section 508) – https://www.access-board.gov/ • Jakob Nielsen – http://www.useit.com • UXPA – User Experience Professionals Association – http://uxpa.org/ • Information Architecture Institute – http://iainstitute.org/
  83. 83. Making Great UX / @carologic / Scrum Pgh References • Albert, Bill, Tom Tullis, and Donna Tedesco. Beyond the Usability Lab. • Barnum, Carol M. (Jan. 2003). What’s in a Number? STC Usability SIG Newsletter, Usability Interface. http://www.stcsig.org/usability/newsletter/0301-number.html Retrieved: 20080323 • Beyer, Hugh. User-Centered Agile Methods (Synthesis Lectures on Human-Centered Informatics) • Cato, John. User-Centered Web Design. Addison Wesley Longman; 2001. • Dini, Dino. (March 2008). Wikipedia: Design. 2005 Game Design and Technology Workshop, Liverpool JM University. http://en.wikipedia.org/wiki/Design Retrieved on 2008-03-23. Retrieved: 20080323 • Faulkner, Christine. The Essence of Human-Computer Interaction. Prentice Hall PTR; 1997. • Gale, S. A Collaborative Approach to Developing Style Guides. Conference proceedings on Human factors in Computing Systems April 13 - 18, 1996, Vancouver Canada. ACM Press, (pp. 362-367). • Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp • Galitz, W. O. (2002). The essential guide to user interface design: An introduction to GUI design principles and techniques (Second Edition). Wiley: New York, NY.
  84. 84. Making Great UX / @carologic / Scrum Pgh References • Gothelf , Jeff. http://blog.usabilla.com/5-effective-ways-for-usability-testing-to-play- nice-with-agile/ • Grudin, J. 1989. The case against user interface consistency. Commun. ACM 32, 10 (Oct. 1989), 1164-1173. • Hackos, JoAnn T., PhD and Redish, Janice C. User and Task Analysis for Interface Design. Wiley; 1998. • Henry, Shawn Lawton. Just Ask: Integrating Accessibility Throughout Design. • Henry, S.L. and Grossnickle, M. Accessibility in the User-Centered Design Process. Georgia Tech Research Corporation, Inc; Atlanta, Georgia, USA; 2004. http://uiaccess.com/accessucd/personas.html • Henry, S.L. and Martinson, M. Evaluating for Accessibility, Usability Testing in Diverse Situations. Tutorial, 2003 UPA Conference. • Kuniavsky, Mike. Observing the User Experience: a Practitioner's Guide to User
  85. 85. Making Great UX / @carologic / Scrum Pgh References • Lewis, Clayton and Rieman, John. (1993, 1994) Task-Centered User Interface Design A Practical Introduction. http://hcibib.org/tcuid/chap-4.html • Mandel, Theo. The Elements of User Interface Design. Wiley; 1997. • Neisser, Ulric. (1967) Cognitive Psychology • Nielsen, Jakob and Robert L. Mack. Usability Inspection Methods. John Wiley & Sons, Inc. 1994. • Powell, Thomas A. The Complete Reference: Web Design. Osborne/McGraw-Hill; 2000. • Ratcliffe, Lindsay and Marc McNeill. Agile Experience Design: A Digital Designer's Guide to Agile, Lean, and Continuous. • Rubin, Jeffrey and Dana Chisnell. Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests. John Wiley & Sons, Inc. • Schaffer, Eric. Institutionalization of Usability: A Step by Step Guide. Human Factors International, 2004. • Slatin, John M. and Sharron Rush Maximum Accessibility: Making Your Web Site More Usable for Everyone. Addison- Wesley Pub Co., 2002. • W3C Web Accessibility Initiative - http://www.w3.org/WAI/intro/accessibility

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