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1
Notes for User Experience Strategy Discussion
Candace SoderstonKuali Rice
User Experience Architect
6-30-2011
2
User Experience Strategy (Notes for Discussion)
UX Philosophy:
• Deepen our collective understanding of people
• Bridge users directly into the design & evaluation process (users = IT Professionals, Application Developers, Business Analysts, Faculty/Staff, Students, etc.)
• Steward Best Practice:• Design tenets, patterns, principles, execution • Worthy user problems/goals • UX engagement rigor (what users?, what patterns?, when in the process?, how engaged?)
UX Goals:
• Maximize user uptake– immediate reaction and self-discovery / awareness
• Minimize user disruption – bridge from old to new (revolution is OK, with bridge)
• Maximize user productivity – known pain points and bottlenecks eliminated, desired new tasks enabled, perception of time to goal (significantly reduced)
3
Continuous Discovery
Continuous Envisioning
Continuous Development
Product Development
Experiential Prototypes / Architectures Business Propositions
End-to-end scenario definition
Deep Dive Observational studies -- “Day in the Life of … “
Prioritized tasks / pain points
Key learning
Key learning
Example: Integrated User Experience in Software EngineeringUser focus and cross-disciplinary teamwork, in parallel, concurrently – multiple time horizons (V1 & future):
Continuous Design & Definition
V1 V2 V3
4
UX covers multiple “time-horizons”
Early UX Engagement – before next release (2.1): Insights gathered on key user tasks before development moves on to future release: User prioritization across key UI/task improvement opportunities User needs / requirements (per identified task domain) Current pain points analysis Defined user scenarios for key tasks
Integrated UX Engagement – during release (2.0): Key task opportunities – designing the “how” in current release: UI interaction models, UI Specs, UI widgets Information architecture, navigation, labeling User/Application task flows Storyboard, Wireframes, Prototypes Visual design artifacts
Horizon 1 Major Partner: Developers & Technical Architect
Horizon 2 Major Partner: Business Analyst & Technical Architect
5
Building a Scalable User Experience Process:
End – Release to field
Graphic treatment& Refinements to all
Information presentationInteractive prototypes
Widgets (buttons, inputs)Refinements
Information ArchitectureApplication flows & concepts
Wireframes, storyboards
Defined user scenariosFunctionality required to meet
business & user needs
User task prioritization:User goals, tasks, habits
perceptions & context
Start -- Business NeedsOriginal model above: Jesse James Garrett, 2000
“Platinum” UX starts @ strategy
“Silver” UX starts @ structure
“Bronze” UX starts @ skeleton
“Basic Health” UX starts @ surface
“Gold” UX starts @ scope
No UX for some projects(but they can use common
design specs & artifacts)
6
Ultimate Objective from early research -- Understand communities’/users’ priorities
Customer Dissatisfaction with Current Solutions
Customer Ratings of Future Task
Importance
High
Low
Low High
Strategic Opportunity
Differentiation
Rate & Pace
Avoid/ Exit
7
Comparative Design
Walkthrough
Task Analysis
BenchmarkAssessment
PrototypeDesign
Evaluations
Competitor Evaluation
Design Validation Beta Survey
1
2
3
4
5
6
Typical UX Activities: Timeline and Methodologies
1. Understand users, their environment, the tasks they perform, and the importance/satisfaction with how those task are currently performed
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2. Conduct expert user assessment of key tasks on competitor products
Comparative Design
Walkthrough
Task Analysis
BenchmarkAssessment
PrototypeDesign
Evaluations
Competitor Evaluation
Design Validation Beta Survey
1
2
3
4
5
6
Typical UX Activities: Timeline and Methodologies
9
Comparative Design
Walkthrough
Task Analysis
BenchmarkAssessment
PrototypeDesign
Evaluations
Competitor Evaluation
Design Validation Beta Survey
1
2
3
4
5
6
3. Create high level mockup of new design and evaluate with users
Typical UX Activities: Timeline and Methodologies
10
Comparative Design
Walkthrough
Task Analysis
BenchmarkAssessment
PrototypeDesign
Evaluations
Competitor Evaluation
Design Validation Beta Survey
1
2
3
4
5
6
4. Refine the design, conduct user assessments of prototypes with iterative evaluations and improvements
Typical UX Activities: Timeline and Methodologies
11
Comparative Design
Walkthrough
Task Analysis
BenchmarkAssessment
PrototypeDesign
Evaluations
Competitor Evaluation
Design Validation Beta Survey
1
2
3
4
5
6
5. Validate the design with users in the context of defined task scenarios and a ‘real’ environment
Typical UX Activities: Timeline and Methodologies
12
Comparative Design
Walkthrough
Task Analysis
BenchmarkAssessment
PrototypeDesign
Evaluations
Competitor Evaluation
Design Validation Beta Survey
1
2
3
4
5
6
6. Compare finished product to competitor product(s) with representative users to verify that usability objectives have been met
Typical UX Activities: Timeline and Methodologies
13
Affinity with key future directions (ARC, TRC, Foundation) Need-State of the current UI (or lack of) Relationship with key user pain points Team passion & belief in importance of the area, long-
term impact, innovation-coolness, visibility across community
AND amount of effort & resources available / time in cycle!
Prioritization framework for UX coverage:
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Getting Creating Designing Creating Managing Managing Managing
Started Applications Workflow Rules Organization Identity Notifications
Understanding Current Solutions: Likes and Dislikes?
Deployment
Research
and
Design
Install, Setup,
Configure, Migrate, Upgrade, Update
KRAD
Research
and
Design
KRMS
Research
and
Design
KIM
Research
and
Design
Personas
Great Kuali UX – Great resulting community Uptake!
Key User Scenarios
UX Scenarios
Persona / profiles
KEW
Research
and
Design
KOM
Research
and
DesignUI Specs & Models
WireframesWidgets
Prototypes
UX across the Landscape for Kuali Rice?
KEN
Research
and
Design
15
Determine UX coverage model for 2.1 projects:
June 2011Feb 2012Oct 2011
-----------------------------------------------------First months:Immersion / bootcamp into Kuali:1. KRMS tactical UX improvements2. KRAD Accessibility - research standards / tools,
evaluations of 2.03. Gap analysis:
• Define UX research needed for 2.1• Form user groups needed for 2.1 (up to 3
groups, 3 demographics profiles)• Review/edit/add new material into Rice
User’s Guide?
-------------Top Rice 2.1 UX candidates:• KRAD UX (structure, skeleton, surface – arch/design)• KEW UX (strategy - research)• Getting started (scope)• (Import/Export?)
-------------------------------------------Rice 2.0 end & 2.1 Requirements candidates:Prioritize / select key UX task domains for 2.1 and coverage model: • Ease of getting started? – none?• Creating / assembling apps? (KRAD) - Silver• Creating workflow? (KEW) – Platinum (beginning)• Creating/editing rules? (KRMS) – none?• Managing identity? (KIM) – none?• Managing organizations? (KOM) – none?• Managing notifications? (KEN – Import/Export) – none?
16
Rice UX – 2.1 work items - in context
End – Release to field
Graphic treatment& Refinements to all
Information presentationInteractive prototypes
Widgets (buttons, inputs)Refinements
Information ArchitectureApplication flows & concepts
Wireframes, storyboards
Defined user scenariosFunctionality required to meet
business & user needs
User task prioritization:User goals, tasks, habits
perceptions & context
Start -- Business NeedsOriginal model above: Jesse James Garrett, 2000
Workflow UI research – user requirements &
current tools UI review
KRAD 2.1 work
17
Technical Architecture
Content Publishing
Business Analysis / Planning
SW Development
User Experience
ArchitectureUser-centered, cross-
disciplinaryTeam formation
The project manager conveys priorities from ARC & board, coordinates the staffing and plan, schedules and ensures process/intersects, removes obstacles, tracks data to objectives, reviews and makes, approves, and owns decisions (with direction from ARC, TRC, Rice board).
The cross-disciplinary team crosses functions and together designs and manages to the objectives / targets, engages with users in feedback/validation exercises, interprets input, turns it into design & architecture decisions -- cross-facets/functions.
Items that are controversial and can’t be conclusively decided in the cross-disciplinary teams go to program & executive team with recommendations driven by data (customer / user).
Typical skills in user-centered design team:
Project Management
18
Typical skills in user-centered design team, cont:
Example Team Structure
Business Analyst / Market Strategy & Planning
··Segment Definitions and Characteristics expertise··Identification of Software Solutions and Description of their offerings in feature/function, and task/environment terms··University requirements/Technology forecasting expertise..Surrogate input for some end user segments
Information Developer
··Instructional / training design expertise ··Communication / technical concepts expertise··Documentation packaging expertise ··Translation expertise··Online / Hardcopy prototypes
Lead Technical Architect
··SW Architecture expertise ··SW Programming expertise ··SW Packaging expertise..SW Prototypes, schematics, & functional models··Industry/Technology forecasting expertise
Software Developer
··SW & UI Programming expertise ..SW Prototypes, schematics, & functional models
Marketing / Communications
··Advertising and Point-of-Sale materials··Current customer & channel contact··Knowledge of competitive situations··Knowledge of cross-cultural marketing needs··Impact of design on marketability – expertise··Communication
Support & Service
··Impact of design on service costs – expertise··History of current field problems··Current customer contact ··Help desk planning
and Design
• UI interaction models / sequence / steps / obstacles• UI designs: hand drawings / storyboards / wireframes /
prototypes• Visual and Physical Design expertise• Color / size / layout / balance / positioning• Aesthetics / metaphor / imaging / visual grammar
User Experience Architecture, Research
• User needs / habits / abilities / wants (including special needs audience / accessibility / color-blindness, etc.)
• User profiles / persona definitions • Opportunity maps (most important/frustrating tasks) • Use-case scenarios – user task scenario definitions• Competitive evaluation - hand-on, user experience
19
In addition to focus on key task
domains, there are “horizontal” UX
aspects that benefit all tasks / features
for UX leadership
see next slides
20
Some Horizontal UX Aspects (for strategy discussion )
1. Common, re-usable UI controls & templates framework -- architecture & library
2. Common persona definitions/understanding across feature teams
3. Accessibility focus for standards compliance & leadership
4. Common Install, Setup, Configuration, Migration, Upgrade, Update - Architectural Framework and Requirements
5. Error message Architecture/framework, message database, action-orientation, language
6. Terminology control – Strategy, Research, Dictionary / Lexicon / Ontology
7. Unifying portal for discovery & launchpoints – populated by Kuali functions that are installed, per individual’s authorization/role?
21
Aspects of UI Development Process Maturity:
Common, re-usable UI controls and frameworks
Free design space across feature teams
No UI guidance or review , no commonality
Common UI templates / models
Common UI guidelines / objectives
UI design process in placeSome projects usingSome user involvement
Mature
Immature
Common Artifacts
TeamworkAspects
No design process formalized – UI task flow & design done while executingNo user involvement
All key projects using UI design processUsers evaluating all key projects (structured methodology, sampling control and non-biasing approach)
22
UI Controls – Example Design PatternsPatterns represent optimal solutions to common interaction design problems within specific contexts. Examples:
• Data Views (grids, tables, lists)
• Form edit views & mechanics• Property views• Status / notifications• Breadcrumb/Path• Start/Home page portals
framework• Paginate (‘chunking’) • Dashboard Views• Wizard framework• Monitor Long-Running
Ops/Tasks
• How to Launch Action/Task• Multi-select• Drag-drop• Next/Back• Scroll• Explore • Browse• Search• Filter• Tag
23
Details: Shared UI controls library
Envision a UI controls library that all can use:• Use of the standard controls expected/required in all Kuali specs.
• All developers browse the UI controls library first before spec’cing / executing. Awareness promoted
• Innovation solicited and shared – PMs/Devs across the community who think they can do a better control can submit a prototype to a UI architecture review board for review/evaluation, to get full support:
• If deemed an improvement, it replaces or adds to the current control and all feature teams inherit the benefit.
• Otherwise, it goes into a community “sandbox” area for all to see and play with for future ideation, but does not get service/support in the official Kuali set (free ‘open-source-like’ model, alpha code). Wiki/blog content.
• Library includes complex controls/frameworks, (Wizards, etc.), not just OS-level controls.
• On the web for all to use.
• Easy to find through our and other websites.
Objective: Users can transfer their learning!Software is UI compatible!Developers can share UI primitives and therefore spend more time on other
challenges!
See: https://wiki.kuali.org/display/STUDENT/User+Interaction+Model
(from KS team, W.Washington et.al.)
Others: http://fluidproject.org/http://dojotoolkit.org/widgetsGoogle's widget libraryYahoo's widget library
24
Details: Umbrella, goal-based portal?
Single Unifying Kuali Application Portal design, inclusive for all users?
Enable role separation / authorization / delegation /
collaboration
Enable customization by institution (granular roles/permissions)
Enable customization by users (their own frequently-used function page).
Enable users to handle role changes/evolution, collaboration, delegation through their familiar portal
25
Key UX needs? Easy discoverability & navigation to features / tasks
Adaptive / flexible UI - enable role-based, task-based, and team-based workspace UI. Allow all roles to use same UI framework – populate w/ appropriate tasks.
Work-flow delegation & authorization model to facilitate separation of duties as well as exception scenarios
Action-based management ‘only show me what I need to be concerned about’
System and business process metrics – e.g., notifications on key business indicator thresholds
26
Terminology control? – Strategy, Research, Dictionary / Lexicon / Ontology
Point of Contact for formative research and coordination / control of terminology?
This work is in the front-end, early UI concept development phase, before improvements are defined and before specs are written.
Skills in psycho-linguistics and research methodologies.
Liaison with industry-wide standards bodies, universities, other MS divisions’ lexicons.
Research techniques: contextual inquiry, card-sorting, concept/affinity mapping, cloze procedures, multiple choice/matching.
Consistent & standard terminology simplifies user experience.
(Example above from a job posting for SAS)
27
Roles overlap – some tasks are done by multiple “personas”
Roles change – tasks done by one persona shift to another
Tasks vary in frequency, difficulty, importance --
What do we know?
task1 task2 task3 task40
2
4
6
8
10
12
14
Average Scores
DifficultyImportanceFrequency
28
IT Pros & information worker/end users have much in common:
Spend most of their electronic time in email, internet and spreadsheets.
Are challenged with constant multi-tasking and interruption, and carry their learning from one tool to another.
Expect to be able to do all tasks through a GUI.
Want to be able to traverse through software in both object/action and action/object sequences, depending on which better fits the immediate goal.
29
There are also differences in IT Pro behavior vs information worker/end users
They expect tasks to be “scriptable”.
They want better integration across GUIs and command line/scripting capabilities.
Example: Do task for the first time through a GUI, then use the underlying script output used by the GUI as a template for subsequent tasks (able to copy/paste & edit)
30
Brainstorming Exercise:
What UI and UX aspects are … … most difficult to achieve now in 2.0? …… need UI widget or model for 2.1? …… need additional focus in 2.1? …
(See results at https://docs.google.com/a/kuali.org/document/d/1OWWn07CBwxJtFGXYP1Y4gXBijg5PL61K_fhu75AHAVw/edit?hl=en_US
31
Appendix
for optional viewing …
next slides are one example from proprietary software for enterprises (Users = IT Professionals)