DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

of 75 /75
DIY UX Give Your Users an Upgrade (Without Calling In a Pro) Whitney Hess [email protected] @whitneyhess http://whitneyhess.com

description

Have you fallen in love with your solution and forgotten the original problem? Are you certain that your product actually makes people’s lives better? Not every company can hire someone like me to help you listen to your users, so you’re gonna have to learn how to do some of this stuff yourself. I’ll show you techniques to find out who your users are, what they really need and how to go about giving it to them in an easy to use and pleasurable way. And it doesn’t have to bankrupt you or kill your release date.

Transcript of DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Page 1: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

DIY UXGive Your Usersan Upgrade(Without Calling In a Pro)

Whitney Hess [email protected]

@whitneyhess http://whitneyhess.com

Page 2: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Hi, I’m Whitney Hess

User Experience DesignerConsultantNew Yorker

@whitneyhess

Page 3: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

մեisIsIndexed.com

Page 4: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

You are a

user experience designer

Page 5: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Shawn Liu & Danny WenFoundersIridescoNew York, NY

Page 6: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

http://getharvest.com

Page 7: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 8: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 9: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Design research

Web analytics

Usability testingExperimentation

& iteration

Page 10: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Designresearch

What do our users actually need?

Page 11: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Footer

Page 12: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Kaizen means “continuous improvement” in Japanese

Page 13: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Kaizen means “continuous improvement” in Japanese

Page 14: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 16: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

“We don’t just want to patch; we want to address the core

problem.”– Iridesco

Page 17: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

“Customers love to tell you their workflow.”

– Iridesco

Page 18: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Make it easy for customers to reach you

Log their requests & use them to prioritize new features

Dig deeper to discover the underlying problems

Keep in touch

Design Research

Page 19: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Observing the User Experience

Mike Kuniavsky

For more on design research...

Page 20: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Web analytics

What are our users actually doing?

Page 21: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

“We don’t believe in data-driven design,

but data doesn’t lie .”*

* Sometimes it does

– Iridesco

Page 22: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

One month of visits

Mon Mon Mon Mon

Highest usage at beginning of week

Dropoffs on weekends

Somewhat lower usage mid-month

Page 25: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Google Website Optimizer

Same exact page with three different Free Trial buttons

Found green and blue buttons performed much better than muted gray button

10% improvement in trial acquisition over two buttons (Learn More and Free Trial)

Page 26: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Matthew MarcoVisual DesignerHouse of RepresentativesWashington, D.C.

Page 27: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Chief Administrative Officer -> House Information Resources ->

CAO Advanced Business Solutions -> Web Solutions Branch

Page 28: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

House.gov

Page 29: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 30: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 31: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

97 most frequent queries on House.gov and top 10 results of each

Page 32: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

97 most frequent queries on House.gov and top 10 results of each

Page 33: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Queries are, in fact, case-sensitive. “Nancy Pelosi” and “nancy pelosi” produce different quantities of results

մեe Pell Grant Underfunding PDF by the Oversight Committee appears in the top-ten results of most state searches; more relevant than any member-generated page in Colorado, Missouri, North Carolina, and Texas

մեere is no apparent weight given to the title of a document. Untitled documents are not subdued in the results

http://www.matthewtmarco.com/studies/2007/pathetic-to-absurd-to-disheartening-in-97-queries/

Page 34: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Sunday, September 28, 20081347 bailout

419 bailout bill

282 bail out

208 bailout plan

184 financial services

132 Search Other Sites

130 Emergency Economic Stabilization Act of 2008

103 bail out bill

95 financial bailout

80 Bailout

78 tarp

68 email

68 700 billion

66 rescue plan

66 rescue bill

66 old AND eye AND 6

64 financial

62 rescue

62 financial markets bill

58 contact

Page 35: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 36: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 37: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

“Stats let me refute the client’s notion of how

their constituents were behaving.”

– Matthew Marco, House.gov

Page 38: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Understand your traffic cycles

Use analytics tools to uncover usage patterns

Test design variations

Explore your search logs to see what people are looking for

Web Analytics

Page 39: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Web Analytics: An Hour a Day

Avinash Kaushik

For more on web analytics...

Page 40: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Usability testing

How well does our stuff actually work?

Page 41: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

NOT Shawn & wife

Page 42: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Usability Testing Light

Shows a build, a prototype, a comp, a sketch, whatever

Doesn’t tell participant what she’s supposed to be doing

Asks “What are your general feelings about this?” and then lets participant talk

Page 43: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

“‘It looks good’is the worst feedback

we can get.”

– Iridesco

Page 44: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

“You need to have humility and listen.

Users aren’t always right, but you need to

hear them.”– Iridesco

Page 45: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Friends and family

Folks in your office who don’t work on the project: receptionist, HR, sales

Twitter followers

Starbucks

Craigslist

Where to Find Participants

Page 46: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Tools to Capture Feedback

Page 47: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

#1 Most Common Question:

What about testing online?

Page 48: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Online Testing Tools

Page 49: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Online Testing Tools

Conceptual

For A Long Time

Self-Moderated

Moderated

Web Analytics

Automated Static

Automated Live

Thursday, July 1, 2010

http://remoteusability.com

Page 50: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Don’t see the participants’ expressions and body language

Can’t ask probing, follow-up questions

A lot harder to internalize the findings

It’s cowardly – you need to feel the embarrassment of a sucky design

Drawbacks of Online Tools

Page 51: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Test your designs early and oen

Informal tests are just as valuable

Use people in your environment who aren’t involved in the project

Choose participants of different backgrounds & capabilities

Do it yourself & acknowledge your poor design choices

Usability Testing

Page 52: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Handbook of Usability Testing

Jeffrey Rubin and Dana Chisnell

For more on usability testing...

Page 53: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Remote Research

Nate Bolt andTony Tulathimutte

For more on remote usability testing...

Page 54: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Experimentation

& iterationHow are we always getting better?

Page 55: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

SketchPhotoshopTestStatic HTML prototypeTest againWorking prototypeTest againTweakLaunch quietlyGet feedbackTweak

Page 56: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Roz DuffyWeb DeveloperComcast Interactive MediaPhiladelphia, PA

Page 57: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 58: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Refresh Philly - June 2009

Page 59: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 60: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 61: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 62: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 63: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

“We aren’t always working on the most

interesting stuff, but we always want to work

smarter.”– Roz Duffy, Comcast Interactive Media

Page 64: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

An amazing thing happened because of

this presentation

Page 65: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

A relationship formed

Page 66: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

An Experiment:Engineering Lab Week

Page 67: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 68: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 69: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Never stop improving your product

Make your working environment a creative one

Encourage everyone on the team to solve problems together

Soak up inspiration from everywhere

Experimentation & Iteration

Page 70: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Sketching User Experiences

Bill Buxton

For more on experimentation and iteration...

Page 71: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Design research

Web analytics

Usability testingExperimentation

& iteration

Page 72: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

IMPORTANT STUFFAlways be listening

Ask questions to get to underlying problems

Use data and anecdotes to inform the design

Test your designs and have the humility to

admit you’re wrong

Complete the feedback loop

Never stop trying to make things better

Page 73: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

Make your users happyand they will thank you

Page 74: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)
Page 75: DIY UX: Give Your Users an Upgrade (Without Calling In a Pro)

մեank you!Whitney Hess

[email protected] @whitneyhess

http://whitneyhess.com

Special thanks to:Danny Wen and Shawn Liu of Iridesco, Matthew Marco, and Roz Duffy