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From Usability to Customer ExperienceAnd the bits inbetween - stuff I’ve learnt from user testing
Joe Leech 29th March 2007
joe leech made this 2006
joe leech made this 2006
So what do you do?
Learn the rules so you know how to break them properly - Dali Lama
joe leech made this 2006
So what do you do?
I work for an internet
company
So you build websites?
Well, no, not really
So you design websites? Umm, sort of
Make it as simple as possible. But no simpler. - Albert Einstein
joe leech made this 2006
What do you do then?
I make things, um, easier to
use, like websites
mobile phones,interactive TV,
paper stuff like bills
and you know
Easy is Hard - Peter Lewis, NY Times
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Oh ok, like that, guy, what was his name,
Nielsen?
Design without the ego. - Anon
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Nielsen’s heuristics
For every problem, there is one solution which is simple, neat and wrong. - H. L. Mencken.
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Flash 99% BadEncourages design abuse,
gratuitous animations, non-standard GUIs
Since our problems have been our own creation, they also can be overcome. - George Harrison
joe leech made this 2006We know very little, and most of what we know is wrong. - George Casaday
Our main conclusion is that our simple assumption that we are all doing the same and getting the same results in a usability
test is plainly wrong
http://tinyurl.com/yoskwr
Rolf Molich
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Oh ok, like that, guy, what was his name,
Nielsen?Yeah, I do that…
…but lots more as well
If the user can't use it, it doesn't work. - Susan Dray
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User testing
I didn’t see them [the asterisks]. There’s nothing that explains what they mean.
The user is NOT a lower life form - Ken Becker
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User testing
Glad I bought my glasses!
Know thy user, and YOU are not thy user. – Anon
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User testing
What’s that?
Every time we get it idiot-proofed, Ma Nature produces cleverer idiots. - Robin Kinkead
Next of kin
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User testing
If I had asked my customers what they wanted, they would have asked for a faster horse. - Henry Ford
http://en.wikipedia.org/wiki/Hawthorne_effect
joe leech made this 2006
User testing
If I had asked my customers what they wanted, they would have asked for a faster horse. - Henry Ford
http://en.wikipedia.org/wiki/Hawthorne_effect
Let people try and do what they want with a design, not what you tell them they must
do. A realistic test scenario gives realistic
results. A scenario that no one would ever think of
doing is not worth testing... unless you want the practice.
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User testing
Not sure I understand
If there's a 'trick' to it, the UI is broken. - Douglas Anderson
joe leech made this 2006
Yeah, I do user testing…
Not sure I understand
If there's a 'trick' to it, the UI is broken. - Douglas Anderson
…if you find yourself explaining how a screen works, record
your explanation while they sit there.
Feel stupid when they go "oh right".
Use that explanation to redesign the page
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User testing
People are not logical – Anon
Version A:- Interior--- Trim--- Engine- Exterior--- Colour
Version B:- Trim & Colour- Interior- Exterior- Engine
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Like what?
…but lots more as well
If the user can't use it, it doesn't work. - Susan Dray
Information Architecture
what?
joe leech made this 2006 If the user can't find it, it doesn't exist - HFI button
Information Architecture
Home
FAQs ResourcesDiscover
joe leech made this 2006 If the user can't find it, it doesn't exist - HFI button
Information Architecture
Home
FAQs ResourcesDiscover
IA without getting your hands dirty:•Stats and server logs•Internal search engine queries•Search referrals
joe leech made this 2006Just because nobody complains doesn't mean all parachutes are perfect. - Benny Hill
Information Architecture
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Ohhhhh, okay, what other kinds of stuff do you do?
Wireframing
The chief cause of problems is solutions. - Eric Severeid
Wire-whating?
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Wireframing
Coding is long. Design is short. Paper is cheap - Anon
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Wireframing
You can use an eraser on the drafting table or a sledge hammer on the construction site. - Frank Lloyd Wright
You can use an eraser on the drafting table or a sledge hammer
on the construction site.
Frank Lloyd Wright
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Wireframing
We see what we look for, not what we look at - Ulrich Neissert
joe leech made this 2006
Wireframing
We see what we look for, not what we look at - Ulrich Neissert
joe leech made this 2006
Cool, but why wireframe? Why not just design?
Good question. I’m not a designer.
There are other things I know
about
Even experts are novices at some point – Anon
Like what?
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Task Analysis
Supposing is good, but finding out is better. - Samuel Clemens
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Persuasion in design
Today most products and services are bought, not sold. - AL & Laura Reis
joe leech made this 2006For a successful technology, reality must take precedence over public relations, for Nature cannot be fooled. - Richard Feynman
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Brand is important
For a successful technology, reality must take precedence over public relations, for Nature cannot be fooled. - Richard Feynman
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… I think I get it, you build websites?
Great, my brother’s girlfriend’s cousin sells
jewellery and wants to set up a website - shall I give
her your number?
yeah…
A common mistake people make when trying to design something completely foolproof is to underestimate the ingenuity of complete
fools. - Douglas Adams
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Read more!
sethgodin.typepad.com/seths_blog/headrush.typepad.com/creating_passionate_users/www.uxmag.comwww.lukew.com/ff/www.37signals.com/svnwww.bokardo.comJoeleech.netwww.cxpartners.co.uk
Stay in touchjoe.leech@cxpartners.co.uk
+447905 334163
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Bye!joeleech.net