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


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Customers have lost faith in IT

Customers have lost confidence in IT


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QUOTE: Embarrassed on behalf of the industry


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Expectations are rising

Expectations are rising


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QUOTE: Conan on the iPad


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kano

http://en.wikipedia.org/wiki/Kano_model


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We’re not here to prevent but to inspire


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We are at a crossroads

We are at a crossroads


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Recognize, Remember, & Rethink

success

Remember

Recognize

Rethink


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Software is a service industry.

Remember


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QUOTE: Hanselman on customer service


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InstallAware


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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

http://www.installaware.com/forum/

http://www.installaware.com/support/

http://www.installaware.com/support/

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

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







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


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DevExpress


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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

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


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Our customers are whole people.

Recognize


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Users are dumb


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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


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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.

http://www.useit.com/alertbox/20010204.html


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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.

http://www.useit.com/alertbox/20010204.html


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Software does not live in a vacuum.

Recognize


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All these experiences are relevant

your customer

Work

Family Home


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All these experiences create expectations

your customer’s expectations

Work

Family Home


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All these experiences create expectations

your customer’s expectations

Work

Family Home

Your product, service, web site,

or application.


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We are inundated with social media


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And our customers are whole people


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Design software from the outside in.

Rethink our process


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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.


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A client walks into a bar

A client walks in…


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“I’ve got a problem”

“I’ve got a problem.”


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I’ll look for the nouns

look at our notes


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Design a DB

Database

circle the nouns…


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TaDa! Data Access!

Database

Data access

“I’ve got to get the data out!”


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• Go back to the notes and look for the verbs

Start to build infrastructure

Database

Data access

Business logic

circle the verbs


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Start to build infrastructure


80% - 90%

screen screen screen

Database

Data access

Business logic spike out some

CRUD screens


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foundation foundation


Database

Data access

Business logic


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infastructure

infrastructure screen screen screen

Database

Data access

Business logic


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plumbing

plumbing screen screen screen

Database

Data access

Business logic


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divide up responsibilities Start to build infrastructure screen screen screen

Database

Data access

Business logic

build the walls


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

Database

Data access

Business logic

ask a designer to “make it look pretty”



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What sells a house?


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What sells software?

Your life would be so much better with ______.


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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.


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Instead of building from the bottom up and the inside out

Let’s start designing from the outside in.

Rethink our process


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We already know this…

TDD

Test Driven Development

1

2

3

Write a test that fails

Do just enough work to make the test pass

Refactor / Reorganize (clean up)


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Behaviour Driven Development


BDD

TDD


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BDD

TDD DDD

Domain Driven Development


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What if we tried this?

BDD

TDD DDD

XDD


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eXperience Driven Development

BDD

TDD DDD

XDD


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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


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

Vision

Release

Feature


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Strategy

Design

Execution

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


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

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

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






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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


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Customer Experience Mapping

Rethink our process


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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/

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






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Customer Experience Map

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







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

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












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

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








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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


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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 [email protected] @davidalpert

http://blog.spinthemoose.com/

mailto:[email protected]

http://twitter.com/davidalpert



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Let’s address some concerns

XDD increases scope

XDD takes too much time

XDD costs more $$


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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 [email protected] @davidalpert

http://blog.spinthemoose.com/

mailto:[email protected]



D alpert ux101

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