UX 101: Making Great Human Experiences at Pittsburgh PodCamp 9

UX 101:
Making Great Human Experiences
Carol Smith @carologic
PodCamp Pittsburgh 9 – November 2014

UPMC | TDC Technology Development Center
Leveraging expertise in healthcare, technology and entrepreneurship
Model built on partnership with industry and academia
Pursuing a “fresh vision” of healthcare IT innovation
Founded in 2011, 200+ employees
Clinical Decision Support
© 2 0 1 4 T E C H N O L O G 2 Y D E V E L O P M E N T C E N T E R

Human-Centered Design Team at UPMC | TDC
Design Strategy
Looks broadly at new territories, corollary domains,
and complex problems to generate the next set of new ideas.
User Experience  We Are Hiring!
Uses human-centered design principles to design and deliver products
for UPMC and beyond.

What is UX?

In business to create:
engaging;
usable;
accessible;
and relevant experiences

Functional Aspects
• Effective
• Efficient
• Learnable

User’s Perspective
• Useful experience
• Feel in control and supported
• Supplements and enhances skills and expertise
• Satisfied  Delighted
Photo by Greyerbaby http://pixabay.com/p-49361

Benefits of Good UX
• Increased Usefulness
• Increased Efficiency ($$$)
• Improved Productivity

Design for Everyone
is
IMPOSSIBLE
9

Who will use it?
What they need to do?
10

Which Student?
Rick Connie
11 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/

Identify patterns
in user behaviors
& their needs
12

Constraints…

Interviews

Card Sorting
http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/ 15

Usability Testing
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/

Interviews
17

Interview to Discover/Confirm…
• Build on your hypothesis or tear them down:
– Tasks
– Attitudes and Opinions
– Problems
– Goals
– Experience level and knowledge
– Technology
18

Styles of Interviews
• Structured
– Question 1
– Question 2
– Question 3
• Open-ended
• Combination
19

Use Scripts
• Memory tool for facilitator
• Don’t have to follow
• Promote consistency
– Questions
– Order of questions
20

Questions
• Quality of questions correlates to quality of
answers:
– Open-ended
– Unbiased
– Don’t lead or make assumptions
– Use participant’s words
21

22
Artifacts!
Collect, Copy, Photograph
http://www.flickr.com/photos/camknows/ via http://creativecommons.org/licenses/by-nc-sa/2.0/

23
Find A Partner
Tim Morgan IMG_4404
https://www.flickr.com/photos/timothymorgan/2530425949/in/photolist-4RB6tB-4REupG-4RB3v4-4RA55x-4RzuUn-4RzDJX-4RyHuD------
---------4RBarM-4RATpR-4RH7FA-4RFfoE-4RB9uz-4RAYyx-4RB5sk-4Rzssp-4RyNCn-amURdc-6E3Mzj-619CNm-619CNf-615iz2-
615iyx-615izx-615izc-615iyK-615iyT-4rY9yB-6i6rPf-4rY9NH-Nxqv3-NxqUU-NxTLB-NxqvU-NxTvH-NxqxY-7UuqLy/

Question 1: What is a better question?
• Do you regularly book your travel online to save
money?
24

Alternates – Question 1
• How often do you travel?
– <listen>
• What proportion of that do you book online?
– <listen>
• Why do you book travel online?
– <listen>
25

Rationale - Question 1
• Address one issue at a time and avoid double-barreled
questions.
26

Question 2: What is a better question?
• What are your thoughts about a new feature, that
allows you to instant message a travel agent with
any questions, as you book your travel?
27

Alternates – Question 2
• Would you like to correspond with a travel agent
while you are booking travel?
– <listen>
• What are some ways that you would like to
correspond with a travel agent while you are
booking travel?
– <listen>
28

Rationale – Question 2
• People are not good at predicting the future.
• Can only tell you what they’ve done in the past
– you can assume they will repeat
– job interviews - behavioral questions
29

Facilitation
• Remain passive (body, face)
• Don’t confirm or reject answers
• Listen for vocalizations
• Watch non-verbal gestures
– Encourage participant to elaborate
• Ask your question and let them talk
30

Silence
is
Golden
Make time to Think
31

Card Sorting
http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/ 32

Card Sorting
• Maximize probability of users finding content
• Explore how people are likely to group items
• Identify content likely to be:
– Difficult to categorize
– Difficult to find
– Misunderstood
33
Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design.
http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
http://www.flickr.com/photos/richtpt via http://creativecommons.org/licenses/by-nc-sa/2.0/

Users organize information
© 2 0 1 4 T E C H N O L O G 34 OpYtim D aE lV SE LoOrtP, MOEpNtTim CaElN WT EoRrkshop - http://www.optimalworkshop.com/

Benefits of Card Sorting
• Easy and inexpensive
• Use to determine:
– Order of information
– Relationships between info
– Labels for navigation
– Verify correct audience
35
Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design.

36
Open or Closed (Reverse) Sort?
? ? ? Group
1
Group
2
Group
3

Card Basics
• One title/subject on each card
• Short for quick reading
• Detailed enough to understand
• Supplement - short description on back
• Use printed stickers (handwriting)
• Practice session first
37
Preventive Care
Guidelines
36

Participants
• Representative of users
• Minimum of 6
• More participants = more data to analyze
• Allow one hour for 50 items
• 30 – 100 cards
38

Facilitation/Direction
• Shuffle cards
• Ask to:
– Group items in own way
– Talk out loud
• Think about:
– What expect to be together
– When expect to see
39

Issues
• Card doesn’t fit: make separate group
• Not relevant: tell me
• More than one place: tell me and put in best fit
• Items not understood
– Correct audience?
• Items without consensus
– Re-name item?
– Include in more than one category?
40

Grouping Cards
• Ask to
– Describe groups and name them
– Describe overall rationale for grouping cards
– Show best example from groups
– What was difficult? What was easy?
– Happy with final outcome?
41

Analysis
• Codes on cards = faster data analysis
• Standardize group names
• Look for patterns
• Excel Spreadsheet (Donna Spencer)
• Online tools - limited analysis
42

Online Tools
• Moderated
• Un-moderated
43 Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/

Usability Testing
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/

Usability Testing
• Measures users ability to achieve specific goals
of effectiveness, efficiency, and satisfaction.
• Real users,
doing real tasks
• Prototypes or live products
• Observed, not guided

Can Test…
• Websites, mobile apps, blenders, airport service
• Simulations or mockups
• Early prototypes (paper, low-fi)
• Production prototypes (html, hi-fi)
• Help documentation
• Processes (receipt of materials, purchase)

It is not…
• Quality testing
• Full accessibility testing
• System testing
• Acceptance testing

Don’t need a lab, but it is nice
• Anywhere
• Any Stage
• Anytime
Participant
observed through
2 way mirror and
on screens
Photo by Roebot at http://www.flickr.com/photos/roebot/2964156413/
http://www.flickr.com/photos/nzdave/491411546/sizes/o/in/photostream/
http://www.flickr.com/photos/nzdave/

Just Do It!
• Anywhere (conference room, remotely)
• Any Stage (earlier in process the better)
• Anytime (un-moderated)
• Realistic test environment
Photo by Roebot at http://www.flickr.com/photos/roebot/2964156413/

Prototype Testing
• Find out if initial designs are helpful
• Before money spent on visual design
or backend development

Avoid mistakes
http://www.flickr.com/photos/dwulff/12256075/sizes/m/in/photostream/
http://www.flickr.com/photos/dwulff/

A/B Testing
• Answer questions about:
– Layout on homepage
– Effectiveness of banners
– Choice of wording on call to action
ChiChaCha - https://www.flickr.com/photos/chichacha/2471138966/in/photolist-4Lnewf-cRCzz3-4SZUX9-oq3abM-3NqSR-9SfMm-3KAuRV-
8sBf5d-ngpiNe-CSgJ9-5F1ua6-9CrdLg-64eMPL-i2yCSA-68KsUW-68Ksyh-9TbmoU-beqhNT-6fGATS-7kwmFC-9xve19-6wSrga

Current Site/App Testing
• When redesign is planned
• Identify and clarify existing issues
– See drop off on analytics – Why?
• Usability heuristics being achieved?
– System status available
– Recognition, Not Recall

Regular Testing
(Yes, this is an old idea; a great one!)

User Testing Day!
• Make team aware
• Invite everyone
– Watch remotely
– Recurring meeting invites for stakeholders

“Teams should stretch
to get work into that day’s
test and use the cadence
to drive productivity.”
- Jeff Gothelf
Jeff Gothelf - http://blog.usabilla.com/5-effective-ways-for-usability-testing-to-play-nice-with-agile/

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

True Statements
• All interfaces have usability problems
• Limited resources to fix them
• More problems than resources
• Less serious problems distract
• Intense focus on fixing most serious
problems first
Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding

Goal
• Identify top 5 or 10 most serious issues
– Top 3 from each list
– Prioritize from lists
– Commit resources for next sprint
– Stop
Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding

"The biggest waste of all
is building something
no one wants“
- Eric Ries @ericries
Eric Ries @ericries via @MelBugai on Twitter at LeanStartupMI in 2011

Make
Useful & Usable
Recommendations
Quickly

Create Information
Radiators
62

UX Wall
• Artifacts
• Research findings
• Competitors
• Personas
• Sketches
63

Information Radiators Should
• Represent research
• Facilitate communication and decision-making
• Guide decisions about:
– Navigation
– Features
– Design
64

Goals of Sharing
• Help the team:
– understand user’s point of view
– prioritize content and solutions
– design for user’s needs and behaviors
– identify new opportunities
– create new solutions
65

Update Radiators Regularly
66

UX 101: Making Great Human Experiences at Pittsburgh PodCamp 9

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UX 101: Making Great Human Experiences at Pittsburgh PodCamp 9