ILONA POSNER Keyhole Impact - UX Thursday Toronto, Nov 2014

KEYHOLE IMPACT

for UX and Beyond

[email protected] @ilonaposner

UX Thursday – Toronto, Nov 20, 2014

Keyhole Impact for UX & Beyond - blank

Points of View

“A point of view is worth 80 points of IQ.”

-‐ Alan Kay

Keyhole Impact – Perception Limited Keyhole Impact

People perceive only small por>ons of available informa>on.

Information 10,000,000

100,000

30 & 40 0.03% & 0.0004%

hFp://nigelholmes.com/mo>on/a-‐bandwidth-‐for-‐humans/ Tor Nørretranders, The User Illusion-‐Cu0ng Consciousness Down to Size, 1998

Exformation

hFp://nigelholmes.com/mo>on/a-‐bandwidth-‐for-‐humans/ Tor Nørretranders, The User Illusion-‐Cu0ng Consciousness Down to Size, 1998

Buying Pop with a Cell Phone Japan 2003

15 Steps 35 minutes 2nd Phone Cash Deposit

Bill Moggridge, Designing Interac:ons, 2007 Lecture at Stanford hFp://www.youtube.com/watch?v=kVkQYvN4_HA

Communication Challenges

www.coFon-‐tree.com

Customer described PM understood Analyst designed Programming Marketing

Documentation Installation Billing Technical Support Customer needed

ILONA’s Rules of Life

TIME? TIME is precious

BUSY. People are BUSY

YOU? Its not always about YOU

You are not the user!

Mental Models DESIGNERS’ MODELS •  Logical •  Beautiful •  Consistent •  Complete

USERS’ MODELS •  Confused •  Haphazard •  Unpredictable •  Limited

User Experience

hFp://www.switched.com/2010/12/28/aol-‐free-‐trial-‐cds-‐cost-‐300-‐million/

User Experience •  Find •  Order •  Get •  Unpack •  Install •  Use

•  Customize •  Help •  Support •  Upgrade

•  More recently SHARE!

Includes design of everything that people see, hear & touch!

Trinity for Success

Users

Technology Business

User Insights COLLECTION •  Ethnography •  Interviews •  Surveys •  Usability studies •  Call center reports •  User forums / Social media •  Weblogs •  Industry reports

SHARING •  Personas •  User Scenarios •  Journey Maps •  Experience Canvas

•  User Exposure!

User Exposure (updated information) “Observing real user behavior with a live site or an actual design (including a prototype).” www.nngroup.com/ar>cles/user-‐exposure-‐goals/ Nov 9, 2014

“Exposure hours. The number of hours each team member is exposed directly to real users interac>ng with the team's designs or the team's compe>tor's designs. There is a direct correla1on between this exposure and the improvements we see in the designs that team produces.” www.uie.com/ar>cles/user_exposure_hours/ Mar 2011

CHANGE CHANGE is guaranteed

Users Change •  1960’s Scientist in room •  1980’s Office workers •  2010’s Everyone Users’ Mental Models Change •  Learning from interaction •  Expecting interaction

hFp://www.youtube.com/watch?v=aXV-‐yaFmQNk

DSL Self Installation •  Evaluate & redesign DYI

DSL installation •  Ethnographic research •  Overwhelmed users,

confusing contents, superfluous docs

•  Documentation redesign visual, logical, concise 1, 2, 3 numbered docs

AFTER •  Surprise 1, BLUE, 3 •  Design quickly abandoned •  Supply chain beat usability •  Design rationale lost

User Experience In Organizations

hFp://www.blackblot.com/kb/blog/user-‐experience-‐domain/

ILONA’s Rules of Life

TIME is precious"

People are BUSY"

Its not always about YOU"

CHANGE is guaranteed"

Ice Cream Sunset

“The voyage of discovery is not in seeking new landscapes,

“The voyage of discovery is not in seeking new landscapes, but in having new eyes.” ~ Marcel Proust

UX Thursday Toronto Audience Demos Keyhole Impact

Thank you! Questions? [email protected] @ilonaposner

Education

ILONA POSNER Keyhole Impact - UX Thursday Toronto, Nov 2014