Designing Better Applications, Websites & Intranets
“We’re getting a lot of calls...”
“It looks great but...”
“My customers can’t find...”
“Adoption is low”
= bad user experience= bad user experience
product or service =application
website
intranet
business process
in-person service
multi-channel service
*experience is the cumulative effect all of the decisions that go into making a product or service
“Design is not just what it looks like and feels like.
Design is how it works.”-Steve Jobs
The Elements of User Experience by Jesse James Garrett: http://www.jjg.net/elements/pdf/elements.pdf
Design}
It’s all design
experience can be influenced
research
design
evaluation
business requirements
technical + visual designUAT
business needs
technology+
business needs
user needs
technology
+
+
Ask them what they
want?
Ask them what they want?
users are not designers
- good at stating problems
- not good at solutions
define the userswho are they?
understand the user’s- goals -
- motivations -- knowledge -
add activities that directly involve users
tried and true methods to:
- understand users -
- design & prototype -
- get timely feedback -
user experience cards
Why did we make these?
We want to help you be successful
6 Disciplines
User Research
Information Architecture
Experience Strategy
Interaction Design
Usability
Analytics
User ResearchHelps us understand people’s needs & motivations
Information ArchitectureHelps us structure information to meet peoples’ needs
Experience StrategyHelps us plan a holistic approach to how we interact with customers or users
Interaction DesignDefines how the system will behave, and how people will interact with it
UsabilityAssesses whether people can effectively use a product/service
AnalyticsUses data to better understand how people are using your product/service
Discipline
Stage
Description
Illustration
Method Title
research
design
evaluation
business requirements
technical + visual designUAT
research
design
evaluation
business requirements
technical + visual designUAT
user requirements
functional design
usability evaluation
UX toolboxUX toolbox
An example
lots of constraints
- don’t talk to end users -
- technical constraints -
- limited time / budget -
Where is it broken?
research
How can we quickly generate a lot of ideas?
design
How do we document a solution?
design
Results
- bounce rate cut in half -
- exit rate 1/3 lower -
- 5000+ people per month -
“massive difference”
How can the cards help you?
An introduction to UX methods
Suggest methods for solving specific
problems
Suggest activities for your project plan or RFP
Why bother?
Reduce risk - lower the odds of failure
Increase adoption rates
Reduce costs
Shall we play a game?
How is the current site performing?
Why are users having problems?
What do users need/expect from the
site?
How should the content be organized?
How can we know early on if our ideas are on
the right track?
How can we ensure that our design is fully
understood by the team before coding?
Is our proposed design usable?
We have competing ideas. How can we
know which is best?
Questions?
Go make better experiences
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