PowerPoint prezentacija - Uvod u GPS tehnologiju. Uvod u GPS aktivnost u Kalemegdanskom parku.
Uvod u korisničko iskustvo
Transcript of Uvod u korisničko iskustvo
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UVOD U KORISNIČKO ISKUSTVO
CODECAMP OSIJEKDARKO ČENGIJAUSABILITY SPECIALIST, UX PASSION
[email protected] - @darkoche
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#CodeCAMPos
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Zašto biste ovo slušali?
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• Shvatit ćete osnove najvažnijih User Experience tehnika
• Shvatit ćete kontekst u kojem se primjenjuju i zašto
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Tko sam ja?
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2009 2010 2011 2012 2013 2014
Usability specialistInformation Architect Interaction Designer
2015
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Korisničko iskustvo?
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• Shvatit ćete osnove najvažnijih User Experience tehnika
• Shvatit ćete kontekst u kojem se primjenjuju i zašto
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“Focus on the user and everything else will follow”- Google
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Persone
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There’s no such thing as an ‘average’ user
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Što je persona?• Kratak sažetak neke ključne grupe korisnika• Persona ne opisuje stvarnog pojedinačnog korisnika,
niti prosječnog korisnika• Persona opisuje stereotip grupe korisnika• Formatirana je kao stvarna osoba
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Primjer
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Koje persone bi mogla imati aplikacija koja služi za hodanje u prirodi?
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1. korak - intervjui
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2. korak – ključne karakteristike
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3. korak – grupiranje
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4. korak – personalizacija
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Persona 1 – Sebastian
SebastianŽeli često hodati prirodom, ne treba mu high-tech podrška
- Želi otkriti nepoznata mjesta
- Voli fotografirati ono što mu se svidi
- Motivacija: “Postoji li neka zanimljiva priča vezana uz ovu lokaciju?”
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Persona 2 – Vanesa
VanesaČesto se kreće na otvorenom, a tehnologiju koristi za bogatiji doživljaj izlaska
- Koristi GPS za kretanje u prirodi
- Želi se povezati s prijateljima i izlazak pretvoriti u igru
- Motivacija: “Koja je najzanimljivija ruta odavde do...?”
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Persona 3 – Andrea
AndreaIzlazi u prirodu kada ima vremena, preferira druženje s prijateljima
- Voli piknik u prirodi i tada gasi mobitel
- Želi se družiti s prijateljima i igrati društvene igre
- Motivacija: “Kako da se odavde vratim do svog auta?”
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Persona 4 – Marko
MarkoNapustio je posao u IT tvrtki i želi se posvetiti fotografiji
- Koristi tehnologiju kako bi planirao ili preuzeo rutu
- Želi fotografije dijeliti s prijateljima
- Motivacija: “Gdje se nalaze zanimljiva mjesta za fotografiranje?”
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Što sve može biti relevantno kod opisa persone?• Dob• Lokacija• Jezik i kultura• Informatičko iskustvo• Poznavanje domene• Edukacija i intelekt• Tjelesna ograničenja• Spol
• Organizacijska kultura• Spremnost na promjene• Okruženje u kojem radi• Stil učenja• Stavovi i očekivanja• Motivacija (prisila ili želja)• Zadaci koje obavlja• Konačni ciljevi
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Nekoliko savjeta• Razlike među personama trebaju biti one koje su
relevantne za proizvod• Nemojte imati više od sedam persona• Persone trebaju biti zasnovane na stvarnom
istraživanju, ne na vašem nagađanju; međutim: http://uxmag.com/articles/using-proto-personas-for-executive-alignment
• Trebaju biti formatirane kao stvarna osoba
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Vježba
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Koje karakteristike bi bile relevantne za Twitter persone?• Dob• Lokacija• Jezik i kultura• Informatičko iskustvo• Poznavanje domene• Edukacija i intelekt• Tjelesna ograničenja• Spol
• Organizacijska kultura• Spremnost na promjene• Okruženje u kojem radi• Stil učenja• Stavovi i očekivanja• Motivacija (prisila ili želja)• Zadaci koje obavlja• Konačni ciljevi
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Koje karakteristike bi bile relevantne za Twitter persone?• Dob• Lokacija• Jezik i kultura• Informatičko iskustvo• Poznavanje domene• Edukacija i intelekt• Tjelesna ograničenja• Spol
• Organizacijska kultura• Spremnost na promjene• Okruženje u kojem radi• Stil učenja• Stavovi i očekivanja• Motivacija (prisila ili želja)• Zadaci koje obavlja• Konačni ciljevi
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Dob• 0 – 18• > 18
Informatičko iskustvo• srednje do dobro• ispodprosječno
Motivacija• microblogging
(broadcasting)• komunikacija s ljudima s
istim interesima (hobi)• poslovno tweetanje,
razvoj branda• sekundarno preko
drugih aplikacija (foursquare, instagram)
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• Persone
Koje smo tehnike do sada prošli
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Red routes
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Što su red routes?• Svaki web site ima mali skup funkcionalnosti koje
donose korisniku ogromnu vrijednost• Svaki web site ima i mnoge ostale funkcionalnosti.
One staju na put važnim funkcionalnostima i uništavaju vrijednost web sitea
• Fokusiranjem na ono što je korisniku zaista važno spašavamo vrijednost
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Primjer
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Koje bi bile red routes za web site (aplikaciju) koja vam pomaže u vođenju
evidencije o kućnim financijama?
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Vježba
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Twitter red routes• pogledaj timeline• napiši novi tweet• pronađi diskusiju (tweetove) po temi ili korisniku• pronađi korisnike vrijedne praćenja
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• Persone• Red routes
Koje smo tehnike do sada prošli
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Kontekst uporabe
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Kontekst• Otiđite u prostor u kojem korisnik obavlja zadatke
(relevantne za vaš proizvod)• Potrudite se shvatiti kontekst i razloge pojedinih radnji
koje korisnik obavlja• Sami out-of-context intervjui nisu dovoljni da potpuno
shvatite cjelokupnu realnost
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Partnerstvo• Primijenite model učitelj-učenik: zamolite korisnika da
vas “nauči” posao kao da ste se tek zaposlili• Na ovaj način korisnik neće vas doživjeti kao
“eksperta” te se neće morati ustručavati reći što stvarno misli
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Interpretacija• Vodite bilješke svega što ste vidjeli ili naučili• Ako je moguće, snimite session• Svakako provjerite s korisnikom (nakon sessiona)
jeste li dobro interpretirali neke njegove poteze
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Neka od pitanja koja vas zanimaju• Je li ovo tipičan dan? Što bi ga učinilo boljim/lošijim?• Koje aktivnosti vam uzalud troše vrijeme?• Kako inače zaobilazite ovaj problem? • Što biste rado promijenili? Što nikako ne bi mijenjali?• Što vam pomaže kod donošenja odluke? Kako?
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Razlika između onoga što vam korisnici kažu i onoga što stvarno rade je prilika za vaš proizvod.
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Vježba
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Twitter kontekst uporabe• desktop
– aktivno u poslovnom okruženju– pasivno (u pozadini), poslovno okruženje
• mobile– opušteno pregledavanje (laid back)– u pokretu, direktna komunikacija
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• Persone• Red routes• Kontekst uporabe
Koje smo tehnike do sada prošli
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User stories
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User stories• Jedan od osnovnih stupova Scrum metodologije• User story je “high-level requirement” koji sadržava
dovoljno informacija da razvojni tim može planirati prioritet i vrijeme potrebno za implementaciju
• Pišu se u formatu “Ja kao <tip korisnika> želim <neki cilj> kako bih <razlog>”.
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Kako pisati dobre user stories?
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User stories• User story se piše iz perspektive korisnika• Ciljevi persona će vam pomoći otkriti user stories• User story nije specifikacijski, nego komunikacijski
alat – pišite ih u suradnji s timovima• User story je sažet i jasan• Definirajte “acceptance criteria” za završenost user
storyja
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http://www.romanpichler.com/blog/10-tips-writing-good-user-stories/
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Primjer
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Red route“Prikaži utrošene sate po zadacima”
User stories - primjer
User story“Kao voditelj odjela želim imati pregled nad satima utrošenim na pojedine zadatke kako bih razumio što nas najviše usporava”
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Red route“Unesi namirnice i potraži recept”
User stories - primjer
User story“Kao gurman (s malo slobodnog vremena) želim dobiti razne recepte za hranu koju mogu brzo pripremiti s onim što imam u frižideru kako ne bih stalno jeo isto”
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Red route“Dodaj ‘tag’ na fotografiju”
User stories - primjer
User story“Kao korisnik želim na svoje fotografije dodati imena ljudi kako bi se fotografije pojavile u njihovom libraryju”
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Vježba
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User story“Kao tenisačica u usponu želim neprestano biti u kontaktu sa svojim fanovima, čuti što misle i komunicirati s njima“
Twitter user stories
User story“Kao ljubitelj automobila, želim pronaći što više izvora informacija kako bih uvijek bio upućen u najnovije događaje“
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• Persone• Red routes• Kontekst uporabe• User stories
Koje smo tehnike do sada prošli
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Card sorting
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Card sorting• Napišite na funkcionalnosti koje vaš proizvod treba
imati na kartice (jedna funkcija na jednu karticu).• Rasporedite kartice u grupe kako smatrate da je
najlogičnije• Možete raditi samo interno ili pozvati korisnike da
odrade to s vama
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Card sorting• Grupe u koje stavljate mogu biti preddefinirane (npr.
Prodaja, Marketing, Nabava…), a možete si i dati potpuno slobodu u grupiranju
• Kada radi više ljudi, bit će preklapanja i bit će razlika. Shvatite razlike i odlučite kako je najpametnije. Ovo nije čista matematika, niti demokracija.
• Pazite koje riječi stavljate na kartice.
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Card sorting
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Card sorting
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Card sorting• Trigger words ili okidači su one riječi koje navedu ljude
da kliknu link, vjerujući da će ih odvesti tamo gdje žele• Ako uključite korisnike u card sorting možete saznati
koji su njihovi okidači te čak zamijeniti svoje riječi s njihovima
• Uspješnost pretraživanja i navigiranja se može udvostručiti ako su riječi koje korisnici imaju na umu iste kao riječi na siteu.
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Card sorting alati na webu• Donna Spencer, Excel based analysis tool (besplatan)
– http://bit.ly/dkizjd • Windows-based card sorting and analysis tool
– http://bit.ly/cDcF7A • Web-based card sorting and analysis tools
– www.optimalsort.com – www.websort.net
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Vježba
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• about me• my feed• notifications• search twitter• followers
Twitter card sorting
• who to follow• mentions• trending• my account• trending
• popular accounts
• find friends• create lists• following
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• Persone• Red routes• Kontekst uporabe• User stories• Card sorting
Koje smo tehnike do sada prošli
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Informacijska arhitektura
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IA povezuje ljude i sadržaj koji traže uvođenjem reda u:• Klasifikaciju i hijerarhiju sadržaja• Labele i tagove• Navigaciju i snalaženje po web siteu• Pretraživanje
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IA nam pomaže ustanoviti:• Na kojem sam siteu trenutno• Gdje sam na tom siteu• Što mogu raditi ovdje• Gdje mogu ići odavde• Gdje je informacija koju tražim
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Četiri vrste navigacije (1/2)• Globalna
– Prisutna kroz cijeli site, omogućuje brz pristup velikim dijelovima sitea
• Lokalna– Omogućuje kretanje po dijelu sitea u kojem se nalazite
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Četiri vrste navigacije (2/2)• Kontekstualna navigacija
– Spaja međusobno povezane stranice– Posebno je vezana uz element na koji se odnosi
• Dodatna navigacija– Razni navigacijski alati poput site mapa, indeksa...
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• Persone• Red routes• Kontekst uporabe• User stories• Card sorting• Informacijska arhitektura
Koje smo tehnike do sada prošli
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Mentalni modeli(vs. implementacijski modeli)
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Mentalni modeli• Primjer implementacijskog modela je gotovo svaki
home theater system, gdje korisnik mora sam znati kako su komponente spojene, koji source te koji daljinski treba za gledanje TV-a
• Premještanje filea iz jednog foldera u drugi je MOVE, ali s C: diska na D: je COPY.
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Mentalni modeli• Matematičko razmišljanje vodi do implementacijskih
modela• Booleanova logika ne odgovara većini korisnika
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Vježba
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• Persone• Red routes• Kontekst uporabe• User stories• Card sorting• Informacijska arhitektura
Koje smo tehnike do sada prošli
• Mentalni modeli
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Odbacivi prototipovi
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https://medium.com/the-year-of-the-looking-glass/junior-designers-vs-senior-designers-fbe483d3b51e
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Odbacivi prototipovi• Potiču kreativnost zbog psihološkog efekta odbacivosti• Olakšavaju razumijevanje ideja među članovima tima• Ne zahtijevaju kodiranje te omogućuju provjeru
koncepta prije pisanja koda• Umanjuje cjepidlačenje (“pedantic comments”)• Omogućuje da radite brže
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Koristite prototipove kako bi testirali• Ideje, koncepte i osnovnu terminologiju• Navigaciju, workflow• Sadržaj i njegov raspored• Layout stranice• Funkcionalnosti
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Nemojte koristiti prototipove kako bi testirali• Tehničku izvedivost• Response ili Download time• Scrolling, swiping i ostale geste• Vizualni dizajn (boje, fontove, ikone)• Neuobičajene interakcije s websiteom
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Vježba
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• Persone• Red routes• Kontekst uporabe• User stories• Card sorting• Informacijska arhitektura
Koje smo tehnike do sada prošli
• Mentalni modeli• Odbacivi prototipovi
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Jednostavni i razumljivi web siteovi
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Hick’s law• Nazvan po britanskom psihologu Williamu Edmundu
Hicksu, opisuje vrijeme potrebno osobi da donese odluku kao funkciju broja mogućih opcija (izbora), odnosno, povećanjem broja opcija se vrijeme potrebno da se donese odluka povećava logaritamski
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Čitanje web stranice• Najvažnije informacije navedite u prva dva paragrafa• Kritične informacije držite “iznad folda”• Započnite paragrafe i bullete s trigger riječima kako bih
ih korisnici lakše uočili prilikom skeniranja• Nemojte stavljati važne informacije na desnu stranu
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UX fail
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• Persone• Red routes• Kontekst uporabe• User stories• Card sorting• Informacijska arhitektura
Koje smo tehnike do sada prošli
• Mentalni modeli• Odbacivi prototipovi• Jednostavni websiteovi
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Usability
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Usability: effectiveness• Postotak korisnika koji ispravno i potpuno ostvare
zadani cilj bez vanjske pomoći• Disaster rate: postotak korisnika koji misle da su
uspješni, a zapravo nisu• Broj grešaka po jedinici vremena• Postotak zadataka uspješno odrađenih iz prvog
pokušaja• Koliko puta su korisnici zatražili pomoć
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Usability: efficiency• Prosječno vrijeme potrebno za izvršenje zadatka• Vrijeme potrebno u prvom pokušaju• Vrijeme potrebno korisniku u usporedbi s ekspertom• Vrijeme potrebno za ponovno učenje funkcionalnosti• Vrijeme potrebno da korisnik dosegne razinu eksperta• Broj koraka potrebnih da se izvrši zadatak
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Usability: satisfaction• Srednji rezultat ostvaren u upitniku• Odnos pozitivnih i negativnih pridjeva u opisu proizvoda• Postotak korisnika koji bi preporučili proizvod drugima• Korisnikova subjektivna ocjena kvalitete outputa• Postotak korisnika koji smatraju da je proizvod
jednostavniji od konkurentskog
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SUS: System Usability Scale• Najprihvaćeniji upitnik za mjerenje zadovoljstva
korisnika• http://www.measuringusability.com/sus.php • http://www.usability.gov/how-to-and-tools/methods/syste
m-usability-scale.html
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A great UI is invisible to the user!
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Povećanje prihoda kroz usability• Korisnici lakše mogu pronaći proizvod koji traže• Korisnici lakše rješavaju prodajne nedoumice
(način dostave, opcije povrata, jamstvo...)• Spremniji su preći na premium opciju ako vide da
će im to dodatno olakšati život
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Smanjenje troškova kroz usability• Ulažete vrijeme i resurse u razvoj točno onih
funkcija koje korisnici žele/trebaju• Pronalazite i rješavate probleme rano u
razvojnom procesu• Korisnici trebaju manje pomoći i korisničke
podrške
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• Persone• Red routes• Kontekst uporabe• User stories• Card sorting• Informacijska arhitektura
Koje smo tehnike do sada prošli
• Mentalni modeli• Odbacivi prototipovi• Jednostavni websiteovi• Usability
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Heuristike (by Jakob Nielsen)
ili Ekspertna analiza
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1. Visibility of system statusThe system should always keep users informed about what is going on, through appropriate feedback within reasonable time.
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2. Match between system and the real worldThe system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order.
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3. User control and freedomUsers often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo.
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4. Consistency and standardsUsers should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions.
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5. Error preventionEven better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.
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6. Recognition rather than recallMinimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate.
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7. Flexibility and efficiency of useAccelerators -- unseen by the novice user -- may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.
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8. Aesthetic and minimalist designDialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility.
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9. Help users recognize, diagnose, and recover from errorsError messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution.
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10. Help and documentationEven though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.
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• Persone• Red routes• Kontekst uporabe• User stories• Card sorting• Informacijska arhitektura
Koje smo tehnike do sada prošli
• Mentalni modeli• Odbacivi prototipovi• Jednostavni websiteovi• Usability• Ekspertna analiza
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User testing
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• Persone• Red routes• Kontekst uporabe• User stories• Card sorting• Informacijska arhitektura
Koje smo tehnike do sada prošli
• Mentalni modeli• Odbacivi prototipovi• Jednostavni websiteovi• Usability• Ekspertna analiza• User testing
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Q&A
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HVALA!