Presentation by Melinda Miller and Cate Kompare at the Corporate Roundtable for the University of Illinois iSchool in March 2016.

1. A UX State of Mind
FRIDAY, MARCH 4, 2016
GSLIS CORPORATE ROUNDTABLE

2. @melindamiller @CateKompare
@jason_berg

3. What is
User Experience?

4. Where does it come
from?

5. User
Experience
Designer
Information
Architect
User
Researcher
Interaction
Designer
Usability
Analyst
Content
Strategist
Taxonomist
Product
Designer
Experience
Architect
Visual/
Graphic
Designer

6. User
Needs
Business
Goals
Technical
Constraints
UX

7. Wireframes
Usability test
Content inventories
Affinity diagrams
BPMN diagrams
Blueprint
Customer journey map
User Stories
Personas
Compe??ve Audit
Stakeholders Interviews
Storyboards
User Flow
Task Analysis
Taxonomies
Content Audit
Heuris?c Analysis
Use Cases and Scenarios
A/B Test
Card Sor?ng
Sketches
Prototypes

9. Myth of genius
designer

11. Today’s Agenda
1. Facing a complex problem
2. Involving other people
3. Addressing the right problem
4. Defining done

12. How do UX professionals face
a complex problem?

13. We start with discovery
(or research)

14. Don’t ask people what they want.
We find out what they need.

15. Interviews
Observa^on
Surveys
Ac^vi^es
Usability tes^ng
Help desk logs

16. Case Study: University of
Illinois at Chicago (UIC)
Library
CASE STUDY

17. CASE STUDY

18. ACTIVITY
What do they see?What do they think?
What do they say?What do they hear?
What do they do?What do they feel?
Empathy Map
1. Identify your top target user
groups. They could be internal.
2. Choose a specific group. Then get
more specific. Give them a name
and a job or title.
3. What question do you have for
them? Write it down.
4. Now, get empathetic. Fill out each
section to the right with real,
sensory experiences.
5. Check your work. Have someone
else in your organization look
through and add details.
Name:
Job/Title:
Question:

19. Stakeholders are people,
too

20. In 1963, the Stanford Research Ins^tute
defined the concept of a stakeholder “as
those groups without whose support the
organiza^on would cease to exist. Your
research should include anyone without
whose support your project will fail.”
Just Enough Research by Erika Hall

21. Case study:
A tale of two colleges
CASE STUDY

22. CASE STUDY

23. How do UX professionals face a complex
problem?
We work to understand the people and
context of the problem we’re trying to
solve.

24. How do UX
professionals get other
people to help us
solve it?

25. We invite them to join in

26. Case Study: MTD
CASE STUDY

27. CASE STUDY

28. Case Study: UIC
CASE STUDY

29. CASE STUDY

30. CASE STUDY

31. CASE STUDY

32. • Mee^ng face-to-face and engaging in complex
conversa^ons builds trust.
• Co-crea^ng solu^ons with the whole team helps people
understand and empathize with different
perspectives.
• Bringing people together helps build alignment on
decisions and solu^ons.
• Gegng people to design solu^ons together creates
advocates that will accelerate change.

33. How do UX professionals get other
people to help us solve it?
We invite them to join in.

34. How do UX professionals
know they are solving the
right problem?

35. Analyze Synthesize Communicate

36. Analyze

40. Insert Pixo picture

41. Synthesize

46. Draw a picture of how to
make toast. That is, darkened crispy
bread. Use no words in your diagram.
Try to illustrate the important ac^ons
to someone who has never made
toast before.
ACTIVITY

49. Communicate

50. How do UX professionals know they
are solving the right problem?
We analyze what we’ve learned and
look at it from a new angle with our
stakeholders.

51. How do UX
professionals know
when they’re done?

53. CASE STUDY

54. Measure

55. • All support pages are rated helpful or very
helpful by users
• X% of new visitors to our dedicated landing
pages are subscribing to the email
newsleier

56. Site analy^cs

57. Search analy^cs

58. How do UX professionals know
when they’re done?
We test and measure, but …

59. Incorpora^ng UX

60. Q&A