ILONA POSNER Keyhole Impact - UX Thursday Toronto, Nov 2014
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Transcript of 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