Applying lean Six Sigma to reduce linen loss in an acute ...
Applying Usability to Improve Value and Reduce Risk
-
Upload
bonitasoft -
Category
Software
-
view
253 -
download
1
Transcript of Applying Usability to Improve Value and Reduce Risk
Applying Usability toImprove Value and Reduce Risk
Close the gap between User, Tech writer, and Developer worlds
Nathalie Cotté@[email protected]
Agenda
• A bit of context• Usability in an R&D team• Reduce risk / improve value
– Train – Wake up the craftmen / heroes– Be creative
• Non-Negotiable Usability• To take away
3
• A bit of context
• Usability in an R&D Team• Reduce risk / Improve value• Non-Negotiable Usability• To take away
4
A bit of context
• Usability person
• Role: Usability advisor to R&D
1998 2001 2003 20162013
Usabilityspecialist
Usability consultantUsabilityengineer
Cognitivescientist
5
A bit of context
Process and Business data
Modeling
3 solutions: • Business Process Management• Enterprise Application Development• Digital Business Transformation
6
A bit of context
3 solutions: • Business Process Management• Enterprise Application Development• Digital Business Transformation
UIModeling
7
A bit of context
Personalized User Interfaces
3 solutions: • Business Process Management• Enterprise Application Development• Digital Business Transformation
8
A bit of context
Documentation web site
3 solutions: • Business Process Management• Enterprise Application Development• Digital Business Transformation
9
A bit of context
• Bonitasoft is a 7-year old company, founded by 3 technical experts in Java:
– Everything started with R&D– They once were in charge of:
• Product requirements• Design, Implementation• Quality• Pre-Sales• Usability, Documentation
– New actors and teams only took tasks (and control) away from them
10
A bit of context
• As Bonitasofters, we:– Are passionate human with substantial egos
-> involvement– Think we are quite clever
-> self-confidence– Like to enjoy ourselves
-> motivation– Are a little shy or…
-> Space for improvement
… have behavior preferences
– All pursue the same goal: create a product that rocks!11
A bit of context
• Common says about usability:
“Everyone has common sense.”
“UX is an optional polish on top of the technical base.”
“It is an additional constraint when time is short.”
12
A bit of context• With common sense: no UX person, no users involved
Formal specs Technical POC(feasibility) Working Alpha
Bug-free Beta End-to-end testedRelease
13
A bit of context• With common sense: No UX person, no users involved
Bad user
feedback.
⇒ Lots of rework after it’s delivered. Sad. Hurts egos.⇒ If developers code for someone else than themselves, they need UX
14
A bit of context
“We can all be part of UX, with a Usaband a Tech writer.”
“UX is an optional polish on top of the technical base.”
“It is an additional constraint when time is short.”
15
A bit of context
• Polish: UX people as a disastrous post-disaster relief– After the feature / product is developed– External consultant– An audit/validation, as the last testing suite.
Formal specsTechnical POC
(feasibility) Working Alpha
Bug-free Beta End-to-end testedRelease
Usability / « Wording » validation
16
A bit of context
• Polish: UX people as a disastrous post-disaster relief
17
A bit of context
• Polish: UX people as a disastrous post-disaster relief
– Eventually, nothing may be improved, at all18
Usability in an R&D Team
“We can all be part of UX, with a Usaband a Tech writer.”
“It’s a needed integrated layer of our piece of software.”
“It is an additional constraint when time is short. ”
19
• Usability in an R&D team• Reduce risk / improve value• Non-Negotiable Usability• To take away
• A bit of context
20
Usability in an R&D team
• UX person as an internal influencer– Why “influencer”?
• The difference between a shirt and a piece of software
Nice shirtTaylor
Useful and usable productDeveloper
Raw material Finished product
Nice fabricTextile worker
Clean, smart, bug-free codeDeveloper
Piece of software
21
Usability in an R&D team
• When influence is not enough:– UX design comes last in a thick roadmap:
• A new feature always start with technical feasibility⇒Feasibility of what? For what value?
– UX improvement comes last in a sprint planning:• New features and maintenance go first
⇒Some bugs are less critical than users getting stuck(Usability improvements have severity levels too)
⇒Usability debt
22
Usability in an R&D team
• UX person as a Silly Crusader vs Team Manager– “Release date is fixed”– “Other features are in the queue for this release”– “The time spent on the feature is enough”– “You cannot argue till you get to the perfect UX” – “You have to let go”
Just - Based – On – TimeRegardless – Of – The – Value – Delivered
LET GO ?!23
Usability in an R&D team
– Fight for UX.
– UX can become a person-to-person struggle24
• Reduce risk / improve value- Train
• Non-Negotiable Usability• To take away
• A bit of context• Usability in an R&D team
25
Train
• UCDDD Corners (User-Centered Design, Development, and Documentation) 30 min sessions
- Pick a hot theme chosen by the team or the tech writer or the usab
- Give guidance and tips- Create quick tips and tricks & theoretical rationale
26
Train
• Simplified documentation guide
27
Train• Usability guidelines per topic
28
Train• Now in Google drive, migrating to Confluence
29
Train• Usability Principles• ISO 9241-11: Guidance on Usability. Interface and interaction
– User guidance, information structure, incitation– Help – Minimal workload, concision, low density– Consistency & standards– Visibility on the system status, feedback, waiting time– User control and freedom– Flexibility, variability intra-individual– Avoid errors and help error recovery, manage delete
⇒ Hard to translate into clear UI items⇒ Implementation depends on the context and the purpose
30
• Cognitive schema
Decisionmaking
ActionFeedback
DecodingAttentional
focusMemoriesBeliefsSenses
Train
31
Train
COMPANY GOAL
TEAM SUB-GOALS
TASK
Pick a ticket from a sorted
list
Answer tickets relevantly and
on time
Expand
Pleasecustomers
• Principle that drives cognitive activity– E.g.: Customer support team member
32
Train
• Users and developers share the cognitive schema and the principle that drive human activity
• But they are many elements of the system software use that the developers are not aware of
Decisionmaking
ActionFeedback
DecodingAttentional
focusMemoriesBeliefsSenses
COMPANY GOAL
TEAM SUB-GOALS
TASKPick a ticket
from a sorted list
Answer tickets relevantly and
on time
Expand
Pleasecustomers
33
Train
Physical stateMental state
GenderSkills
Seniority
PrescriptionMaterialsMachines
Social relationshipsOrganization
Work timeWork space
Activity
Para
met
ers
Parameters
• A definition of activity
– Each situation is unique– The piece of software is just a part of the picture– Relationship to the piece of software: Bonitasoft has designed and
built the system – users haven’t 34
Train
What Bonita BPM needs to do to let Dave use it
User-centered design
Techno-centered design
What Dave needs to do to use Bonita BPM Studio
• Bonitasoft needs to bridge the gap, not the users35
Train• User eXperience = make your
– Users, whoever they are– Succeed on all use-cases– Avoid and recover from error– Be efficient– Learn– Enjoy
⇒ Make R&D work worth it
⇒ Make the value real: create perceived quality⇒ Let Usab handle usability principles, work with her⇒ Let Tech Writer write the right articles and wording⇒ Developers learn/train as they go
36
Train
May include:1. The fact that there is an issue2. Its cause3. Its severity4. Its consequences5. What the user can do to recover6. Shortcuts on buttons
… in words the persona can understand
• Error messages
37
• Reduce risk / improve value- Wake up the craftmen / heroes
• Non-Negotiable Usability• To take away
• A bit of context• Usability in an R&D team
38
Wake up the craftmen / heroes
• Facts:– 68% of users give up because they think you don’t care
about them– 50% development time is about fixing avoidable issues– 97% of users cite “ease of use” as the main factor in
selecting enterprise applications– By 2020, customer experience will overtake price and
product as the important brand differentiator
⇒ There is no other way than spend time on UX⇒ No code artist can manage ⇒ Need to turn into code craftmen
39
Wake up the craftmen / heroes
- Heroes’ qualities• Solid logic• Sense of responsibility• Empathy• Courage• Humility
• …. But no super-hero: not reading users’ minds
- Bonitasoft Marketing launched an external campaign
40
Craftmen / heroes… is not enough
“We can all be part of UX, with a Usab.It’s a needed integrated layer of our piece of software.It is a team purpose when time is short. ”
But time is still very short. So what?
41
• Reduce risk / improve value- Be creative
• Non-Negotiable Usability• To take away
• Introducing Bonita BPM, Bonitasoft, R&D Bonitasofters• Usability principles
42
Be creative
• Solid logic, that’s what it is!⇒The team needs:
• Data from the field• Thresholds
⇒ Turn usability into a Boolean system:• Good to release / Not good to release• Feedback on non-negotiable items are bugs• No perfect UI. Good enough UI. Checked.
⇒That is Non-Negotiable Usability43
• Non-Negotiable Usability• To take away
• A bit of context• Usability in an R&D Team• Reduce risk / improve value
44
Non-Negotiable Usability
• A goal:– The user needs to be successful to find value in
what we produce
• A team:– We want to build pride on what we release– We all play a part in this goal– We work with data from the field and thresholds
to avoid endless discussions and tension
45
Non-Negotiable Usability
• A process, methods, tools:
46
Process, Methods, and Tools
• A simplified checklist
UX = make your– Users, from the VIP personas– Succeed, on the basic use-cases– Avoid and recover from error– Be efficient whatever their “profile”
– Learn– Enjoy
47
Process, Methods, and Tools
• Translates into:– Users, from the VIP personas
• Create and know your personas, work with them, for them– Succeed, on the basic use-cases
• Get use-cases from them, and User Acceptance Criteria– Learn
• Easy to notice• Easy to guess the value• Easy to understand words, controls, flow
– Avoid and recover from error• Guidance• Clear, complete messages
48
Process, Methods, and Tools
• Users, from the VIP personas- Create and know your personas, work with them, for them
49
Process, Methods, and Tools
• Personas
50
Process, Methods, and Tools
• Users, from the VIP personas- Create and know your personas, work with them, for them
– Succeed, on the basic use-cases– Get Use-Cases from them, and User Acceptance Criteria
• From ISO 13407: Human Centered Design Process for Interactive Systems
TESTIMPLEMENTDESIGNCOLLECT
Communicate with users
Real drawInquiries Personas Real test Personas
FINALIZE
51
• COLLECTProcess, Methods, and Tools
Identifycustomers and their projects
Gather a panel
A stakeholder User Acc Criteria
Power users
Personas
Use-cases
52
• Write requirements: ConfluenceProcess, Methods, and Tools
53
• DESIGNProcess, Methods, and Tools
TESTIMPLEMENTDESIGNCOLLECT FINALIZE
Communicate with users
Real drawInquiries Personas Real test Personas
54
• DESIGNProcess, Methods, and Tools
Design Studio(UI and navigation)
Mockups /Quick specs
Technical design / Quick POC
Agreement on the feasible must
have
Split / Backlog
Story telling(= pre-Doc)
55
• Design Studio (2h)
– Users, R&D, Marketing, Usab, Tech Writer– Mockuping and sharing– Creating a common mockup for use cases
Process, Methods, and Tools
56
• Mockup with BalsamiqProcess, Methods, and Tools
57
• Split in small implementation pieces: JiraProcess, Methods, and Tools
58
• Tell a story: MindMupProcess, Methods, and Tools
59
• IMPLEMENTProcess, Methods, and Tools
TESTIMPLEMENTDESIGNCOLLECT FINALIZE
Communicate with users
Real drawInquiries Personas Real test Personas
60
Process, Methods, and Tools
• Users, from the VIP personas- Create and know your personas, work with them, for
them
• Succeed, on the basic use-cases- Get use-cases from them, and User Acceptance
Criteria
• Learn- Easy to notice- Easy to guess the value- Easy to understand words, controls, flow
61
• IMPLEMENT
• Share your screens with the usability person to get him/her guide you to implement usability principles
Process, Methods, and Tools
Write tests
Code
Personas
Write targetvalue for a
sprint
Checklist
Mockups
UACStory told
62
• Examples– Learn/Easy to notice: use hierarchy
Process, Methods, and Tools
63
• Examples– Learn/Easy to notice: catch attention (tours)
Process, Methods, and Tools
64
• Examples– Learn/Easy to notice: use tips
Process, Methods, and Tools
65
• Examples– Learn/Easy to understand: contextual help
Process, Methods, and Tools
66
• Examples– Learn/Easy to understand: Generic help
embedded
Process, Methods, and Tools
67
• Examples– Learn/Easy to understand: Give examples
Process, Methods, and Tools
68
• Examples– Learn/Easy to understand: Tutorials
Process, Methods, and Tools
69
Process, Methods, and Tools
• Users, from the VIP personas- Create and know your personas, work with them, for them
• Succeed, on the basic use-cases- Get use-cases from them, and User Acceptance Criteria
• Learn- Easy to notice- Easy to guess the value- Easy to understand words, controls, flow
– Avoid and recover from error• Guidance• Clear, complete messages
70
• Examples– Avoid errors/Guidance: Warnings
Process, Methods, and Tools
71
• Examples– Avoid errors/Guidance: validation
Process, Methods, and Tools
72
• Examples– Avoid errors/Guidance: Give feedback (+/-)
Process, Methods, and Tools
73
• Examples– Avoid errors/Guidance: Default values
Process, Methods, and Tools
74
Process, Methods, and Tools• Examples
– Avoid errors/Guidance: Refactoring wizards
75
• Examples– Avoid errors/Guidance: Expected formats
Process, Methods, and Tools
76
• TESTProcess, Methods, and Tools
TESTIMPLEMENTDESIGNCOLLECT FINALIZE
Communicate with users
Real drawInquiries Personas Real test Personas
77
• TEST
• 3 to 5 users are enough• Record the test sessions: this is data to share
Process, Methods, and Tools
Test at myDesk
Panel
Early fixes
Assistedtesting
sessions
Customers and partnersSummarize
known risks
Feature level
Β version level
Summarizeknown risks
Usab
78
• Share current development: Slack Process, Methods, and Tools
79
• Share current development: SlackProcess, Methods, and Tools
80
• Share testing feedback: ConfluenceProcess, Methods, and Tools
81
• FINALIZEProcess, Methods, and Tools
TESTIMPLEMENTDESIGNCOLLECT FINALIZE
Communicate with users
Real drawInquiries Personas Real test Personas
82
Process, Methods, and Tools
FINALIZE
Write the documentation
Knownlimitations
• FINALIZE
83
• Git for documentation (markdown)Process, Methods, and Tools
84
• To take away
• A bit of context• Usability in an R&D Team• Reduce risk / improve value• Non-Negotiable Usability
85
To take away
• Work as a multi-skilled team including users
• Aim at providing success / value to the users
• Never put UX work last
• Base decisions on data and thresholds to avoid discussions
86
By the way…
87
By the way
• What is negotiable, in the end?– Efficiency, to be dealt with later on– More advanced use-cases, write tutorials until then– Graphical waows, yet another, fundamental job
88
Visit us online bonitasoft.com
Join our communityBonitasoft.org
DownloadBonitasoft.com/downloads
Follow us on twitter @bonitasoft
Time for Questions
@NathErgo38
89
Visit us online bonitasoft.com
Join our communityBonitasoft.org
DownloadBonitasoft.com/downloads
Follow us on twitter @bonitasoft
Good UX – No tension
@NathErgo38
90
Usability principles - Details
• Sources:– Bastien, J. M. C., & Scapin, D. L. (1993). Ergonomic criteria for the
evaluation of human-computer interfaces (Report No. 156). Rocquencourt, France: Institut National de Recherche en Informatique et en Automatique.
=> http://www.ergoweb.ca/criteres.html
– Nielsen, J., and Molich, R. (1990). Heuristic evaluation of user interfaces, Proc. ACM CHI'90 Conf. (Seattle, WA, 1-5 April), 249-256.
=> http://www.nngroup.com/articles/ten-usability-heuristics/
– ISO 9241-110=> http://www.userfocus.co.uk/resources/iso9241/part110.html
91