D alpert ux101

David Alpert @davidalpert http://blog.spinthemoose.com

#sdec11

D4S101: Why User Experience matters for your App

David Alpert - @davidalpert

Track 1: Agile Methods Monday, October 17th 2011 1:30pm - 2:45pm

#sdec11

Customers have lost faith in IT

Customers have lost confidence in IT

#sdec11

Customers have lost faith in IT

Customers have lost confidence in IT

#sdec11

QUOTE: Embarrassed on behalf of the industry

#sdec11

Expectations are rising

#sdec11

QUOTE: Conan on the iPad

#sdec11

We’re not here to prevent but to inspire

#sdec11

We are at a crossroads

#sdec11

Recognize, Remember, & Rethink

success

Remember

Recognize

Rethink

#sdec11

Software is a service industry.

Remember

#sdec11

QUOTE: Hanselman on customer service

#sdec11

InstallAware

#sdec11

QUOTE: Support is a Privilege, Not a Right

Support is a Privilege, Not a Right While InstallAware support often goes above and over the call of duty to provide knowledgable, timely assistance to all our potential and current clients, support is not your right - even if you are a paid user of InstallAware. As explicitly stated in the InstallAware EULA which must be accepted both when installing a product trial or a purchased version, your purchase comes with NO SUPPORT RIGHTS whatsoever. Your access to any and all InstallAware support resources, including but not limited to peer forums, community center, email based support, and phone support may be revoked at any time, with or without reason.

http://www.installaware.com/support-contact-support.htm

#sdec11

Dec 16, 1970 – s/w hurt by immature users

#sdec11

DevExpress

#sdec11

QUOTE: committed to total customer service statisfaction The goal of the Developer Express Support Team is to provide our customers unrivaled technical assistance when implementing Developer Express technologies. We are committed to total customer satisfaction after purchase and will stop at nothing to ensure that your experience using our products is profitable for you, your organization, and by extension – your customers.

http://www.devexpress.com/Support/index.xml

#sdec11

Our customers are whole people.

Recognize

#sdec11

Users are dumb

#sdec11

Users are dumb

#sdec11

The operating moral premise of information design should be that our readers are alert and

caring; they may be busy, eager to get on with it, but they are not stupid.

Edward Tufte, Envisioning Information. Cheshire, CT: Graphics Press, 1990

#sdec11

It is not a question of whether users are capable of overcoming complexity and learning an advanced user interface. It is a

question of whether they are willing to do so.

[Our users] are just like anybody else: they just want to get their work done. They have neither

the desire nor the time to learn the idiosyncrasies of individual websites.

(emphasis mine)

Nielsen, Jakob. “Are Users Stupid?” Alertbox, February 4, 2001. Retrieved June 3, 2010.

#sdec11

When people have problems using a design, it's not because they are stupid.

It's because the design is too difficult.

(emphasis mine)

Nielsen, Jakob. “Are Users Stupid?” Alertbox, February 4, 2001. Retrieved June 3, 2010.

#sdec11

Software does not live in a vacuum.

Recognize

#sdec11

All these experiences are relevant

your customer

Family Home

#sdec11

All these experiences create expectations

your customer’s expectations

Family Home

#sdec11

All these experiences create expectations

your customer’s expectations

Family Home

Your product, service, web site,

or application.

#sdec11

We are inundated with social media

#sdec11

And our customers are whole people

#sdec11

Design software from the outside in.

Rethink our process

#sdec11

Nearly every s/w effort has gotten it wrong

Nearly every software project I’ve been a part of

has needlessly wasted time and money.

#sdec11

A client walks into a bar

A client walks in…

#sdec11

“I’ve got a problem”

“I’ve got a problem.”

#sdec11

I’ll look for the nouns

look at our notes

#sdec11

Design a DB

Database

circle the nouns…

#sdec11

TaDa! Data Access!

Database

Data access

“I’ve got to get the data out!”

#sdec11

• Go back to the notes and look for the verbs

Start to build infrastructure

Database

Data access

Business logic

circle the verbs

#sdec11

Start to build infrastructure

80% - 90%

screen screen screen

Database

Data access

Business logic spike out some

CRUD screens

#sdec11

foundation foundation

Database

Data access

Business logic

#sdec11

infastructure

infrastructure screen screen screen

Database

Data access

Business logic

#sdec11

plumbing

plumbing screen screen screen

Database

Data access

Business logic

#sdec11

divide up responsibilities Start to build infrastructure screen screen screen

Database

Data access

Business logic

build the walls

#sdec11

Start to build infrastructure give it to a designer to “skin”

Database

Data access

Business logic

ask a designer to “make it look pretty”

#sdec11

What sells a house?

#sdec11

What sells software?

Your life would be so much better with ______.

#sdec11

Start to build infrastructure Non-functional 10% - 20% defines how a system is supposed to be – i.e. its qualities. e.g. Response time

Database

Data access

Business logic

Functional 80% - 90% defines what a system is supposed to do e.g. As an employee I can view a page on the intranet.

#sdec11

Instead of building from the bottom up and the inside out

Let’s start designing from the outside in.

Rethink our process

#sdec11

We already know this…

Test Driven Development

Write a test that fails

Do just enough work to make the test pass

Refactor / Reorganize (clean up)

#sdec11

Behaviour Driven Development

#sdec11

TDD DDD

Domain Driven Development

#sdec11

What if we tried this?

TDD DDD

#sdec11

eXperience Driven Development

TDD DDD

#sdec11

Dr. Eliyahu M. Goldratt – 2 “mudas”

•Work that was done but should not have been

Inefficient

•Work that was not done but should have been

Unreliable

#sdec11

An experience vision can align the design choices made every day.

Vision

Release

Feature

#sdec11

Strategy

Design

Execution

An experience vision can align the design choices made every day.

#sdec11

A UX vision is larger than an individual icon or screen.

Stephen P. Anderson: http://www.poetpainter.com/thoughts/category/Experience-Design-Strategy/

#sdec11

Experience Vision

Vision

Release

Feature

Experience Vision

A UX vision is larger than an individual system.

Anticipate Enter Engage Exit Reflect

Experience Phases

Workflow Use Case / User Story

Engage Enter Anticipate Enter Engage Exit Reflect

#sdec11

Customer Experience Mapping

Rethink our process

#sdec11

Customer Experience Mapping

• Represent the journey of a customer including the before, during, and after using the service.

• Include: – phases that span the interaction (e.g. Anticipate, Enter, Engage, Exit, & Reflect)

– triggers

– touch points

– interactions

– customer motivations

– customer goals / business goals

– potential frustrations

– opportunities for delight

– anything else that helps your team picture the experience you are creating

Adapted from: http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/

#sdec11

Customer Experience Map

Source: Mel Edwards - http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/

#sdec11

Source: Justin Parry - http://www.thosepeskyusers.com/example-experience-map-for-ux-strategy/

#sdec11

Source: Eric Berkman - http://www.littlespringsdesign.com/blog/2010/Mar/improving-the-starbucks-experience/

#sdec11

Exercise: Draft an Experience Map

• Client:

Air Winnipeg “We are committed to total customer satisfaction.”

• Project:

An online reservation system.

• Timeline:

Anticipate, Enter, Engage, Exit, Reflect

#sdec11

Design for Success!

Rethink our process

Design software from the outside in

Recognize

Our customers are whole people Software does not live in a vacuum

Remember

Software is a service industry

David Alpert Web:

Email: Twitter:

http://blog.spinthemoose.com david@spinthemoose.com @davidalpert

#sdec11

Let’s address some concerns

XDD increases scope

XDD takes too much time

XDD costs more $$

#sdec11

Design for Success!

Rethink our process

Design software from the outside in

Recognize

Our customers are whole people Software does not live in a vacuum

Remember

Software is a service industry

David Alpert Web:

Email: Twitter:

http://blog.spinthemoose.com david@spinthemoose.com @davidalpert

D alpert ux101

Technology

Transcript of D alpert ux101

Usability & User Experience 101 - #UX101

Spanish Flea (Alpert-Fenno) SCORE

Carla Alpert Creative Sample Work

Alpert Report 2005 - California

Bayard-Alpert Ionization Gauges (Theory and Practice)

Herb Alpert Complete Book

The Omega Theory by Mark Alpert

Bayard-Alpert Pirani Gauge

Introducing Herb Alpert and Lani Hall

Herb Alpert-Best.pdf

No Economy is an Island - Alpert 021515

Plant Movements Botany 2011 Mrs. Alpert

So What's New (Pisano-Alpert-Fenno) SCORE

NAF the Way Forward Alpert Hockett Roubini

Bayard-Alpert Ionization Gauges · 2018-05-18 · Bayard-Alpert Ionization Gauges This application note attempts to explain the principles of operation of the Bayard-Alpert Ionization

Alpert JCC 2011 Camp Guide

Herb Alpert Golden Hits (Medley)

The Best of Herb Alpert

Entertainment Editor MALIBU SEENbloximages.chicago2.vip.townnews.com/malibutimes.com/... · 2014. 6. 5. · Photo courtesy Lani Hall Alpert Malibu’s Lani Hall Alpert delivers a

Color Image Understanding Sharon Alpert & Denis Simakov.