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By the Book
           How Great User Experiences in Software
           Can Impact Government and Citizens




Anthony Franco                  twitter.com/anthonyfranco
President, EffectiveUI      anthonyfranco.wordpress.com
ROI
What is software ROI
 for Government?
Software ROI for Government

Operational Efficiency
Dissemination of Information
Gathering of Information
Collaboration
Compliance
Software ROI for Citizens


Citizen Enablement Tools:
  •BenefitSelf Service
  •Convenience

Information Transparency
Information Find-ability
example ROI calculations
   citizen self service x user adoption = ROI
 employee data entry x user adoption = ROI
information gathering x user adoption = ROI
 process automation x user adoption = ROI
 collaboration portals x user adoption = ROI
  compliance portals x user adoption = ROI
the main multiplier
for software ROI is
   user adoption
investing in a

 Good User
 Experience
 is simply hyper focusing on

User Adoption
IBM “Cost-Justifying Ease of Use”



  “Every $1 invested
  in usability returns
between $10 and $100”
its not enough to talk about it
if user adoption = ROI




     How do we optimize
    success through better
       user adoption?
HOW?
the laws of effective
  user experiences
what was common about the successes?
Law # 1
FOCUS ON THE
 USER FIRST
✓
focus on the end user first by:



  understanding user
   goals and needs
 before deciding on a
 technology approach
avoid:                   Vector Graphics
                                                                     MXML
Flash     Client Processing                     Cover-flow
Java                           Service Oriented Architecture
         Sliverlight
                           Animation             Social Networking
 Streaming Video                      Aqua                    Multi-Channel
                    Runtime                   Skip Intro

Web 2.0                Productivity        iPhone          Accessibility

Google                       Reflections                              Audio
             AJAX                                  Thin Client
Security Sandbox        Multi-Touch        APIs
                                                    Apple    Open Source
   Flex        Rich             Conversions           Microsoft Adobe
        XAML       Web Services            Objective C       SUN


                                              buzz word bingo
✓
focus on the end user first by:



     understand user
     goals and needs
    before deciding on
       the user flow
BUSINESS UNITS TURN IT INTO THIS:

                       PICK HOW YOU         OPEN AN           STORE CREDIT                      CLICK EMAIL
         SHIP             WILL PAY                          CARD INFORMATION   WAIT FOR EMAIL   TO CONFIRM
                                            ACCOUNT

                      Now?                I just want to
                                          ship something.


                             LOGIN




     PACKAGE,                              CHOOSE
                        TO & FROM                             CHECK PRICE/
     DETAILED                                                                   CONFIRM          TRACK
                                           SERVICE                PAY
    DESCRIPTION

I don’t know how                      What does
to answer that.                       each cost?




      user flows as defined by executives
USERS WANT THIS:

                    PACKAGE,     COST VS.            CONFIRM
      SHIP         TO & FROM   TIME DECISION   PAY   & TRACK




  this is what users wanted
avoid:



allowing stakeholders
 to define user flows
before user research
✓
focus on the end user first by:



       conducting
   good research and
  testing your usability
        prototypes
start with contextual research
build prototypes based on research
use prototypes to conduct empirical research
avoid:




  building large user
 research documents
fewer research interpretations are better
quality of user research




                           number of interpretations

   the fidelity of research deliverables
✓
improve user requirement fidelity by:



     Iterating and
  prototyping through
   the development
        process
✓
improve user requirement fidelity by:



    Keeping the same
     team engaged
     throughout the
    product lifecycle
Law # 2
YOU ARE PROBABLY
 NOT YOUR USER
baduigallery.com




how did this happen?
“Software today is
designed for the people
  who are building it”
this is our fault
ABC CORP SYSTEM
ARCHITECTURE
TRANSACTION
                     CITIZEN DATA
  SERVER

              LEGACY
  BPM       AUTOMATION      CMS
            FRAMEWORK               project teams to
                                    minimize the user
  3rd PARTY           3rd PARTY
 WORKFLOW             CONTENT       in almost every
                                    process
               SOA

  SEARCH ENGINE OPTIMIZATION

                     UI



 this is our fault
this is our fault
these are your “users” - the people we must care about




  ...when these are more like your users
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
✓
empathize with your users by:


   Budgeting at least
 20% of your resources
    toward strategic
   user research and
   interaction design
the less you are like your user
the more user research you will need

                                 user research




                              you = your user


                      wilson’s law of user research
PA Welfare Benefits
avoid:


    making major
 functional decisions
  without talking to
      your users
✓
empathize with your users by:


  Injecting “empathy”
       & “humility”
   into everyone’s job
       description
Law # 3
Location, Location,
     Location
✓
 Deliver the software
experience where the
user wants it, on the
 device they want it
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
Navy Federal Credit Union iPhone App
Law #4:
GATHER FEEDBACK
    THROUGH
 CONVERSATION
avoid:


         survey question #8
         I found the system intuitive
         and easy to use.

              Strongly Agree
              Agree
              Neutral
              Disagree
              Strongly Disagree
✓
gather feedback by:




       talking to users
Law #5:
USERS DON’T KNOW
  HOW TO BUILD
  REQUIREMENTS
You need to interpret
what your users ask for
- Henry Ford




 If I had asked people what
  they wanted, they would
 have said ‘faster horses.”
“where’s the refresh button?”
                      joe user
✓
Interpret user requirements by:



   Taking the time to
  understand the core
  issues behind what
 the user is telling you
avoid:



 Allowing your users
to directly define their
 software experience
Law #6:
VALUE GOOD
  DESIGN
Give me 5 features
  that made you
   upgrade your
operating system
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
“1990 called and they want their interface back”
✓
Good design will
grab and keep a
user’s attention
raise your hand immediately after you read this
Navy Blue Angels
Adobe Watson Express
✓
value good design by:




   Involving designers
   early in the process
avoid:




         the big pitch
Law #7:
DO NOT TRY TO
  BUILD FOR
  EVERYONE
If you build for
 everybody, you wind
up building for nobody
this is the result of building for everyone
✓
do not build for everyone:


   Contextualize how
  you think about your
   users by defining a
 small set of user types
         (a maximum of 3 is best)
avoid:




    “fewer features”
The key to ease of use
 is not less features,
 it is fewer decisions
from: Joel Spolsky’s topic, It’s Not That Hard”


an example of “feature” thinking
from: Joel Spolsky’s topic, It’s Not That Hard”


an example of “end user” thinking
Law #8:
COLLABORATE
Technology




Design                Director
Design




Director            Technology
Director




Technology              Design
Technology   Director   Design
✓
collaborate:




 Define joint ownership
  & embrace conflict
It is the entire project
team’s fault when a project
 fails to meet its objectives
avoid:



     Delegating user
     experience to a
      single person
avoid:



      Offshoring your
     interface design
      or architecture
Law #9:
RIGID PLANS ARE
 PLANS TO FAIL
“Software projects are
predictably unpredictable”
process diagrams are a dime a dozen
avoid:




     you can’t schedule innovation like this
✓ On Time
✓ On Budget

✓ No Difficult Conversations Upward




    (who cares if anyone is using it)
    rigid plans attempt to produce these results
- Richard Monson-Haefel

“When you try to guess at
future requirements, 50%
 of the time you’re wrong
   and 49% of the time
 you’re very, very wrong”
✓
improve user requirement fidelity by:



     Iterating and
  prototyping through
   the development
        process
TriGeo Console Project Milestone v_0.1
                                                                                                                                                   Last Modi ed: October 30, 2008 9:12 AM




USER INTERVIEWS                                       INTERVIEW #1 NOTES                             nds something then looks at details         :( con gure/manage tools
                                                Only person                                         take action                                  takes forever to load
                                                  technical support                                 resolve address
                                                  other people on technical sta use it              check attacks source                       Dashboard
                                                  monitor logs                                      who is/traceroute                          CPU, memory
                                                  not as dedicated                                  Others check logs/trouble shooting         Dial, inspection log
                                                  not regular basis                                 Would like to nd all for IP for week/      overall network security health
                                                  calls the TriGeo Console “the TriGeo”             day/month                                  (Green/Yellow/Red)
                                                Runs it in the background                           Deep dive in IGS                           Version of software
                                                  set up alerts                                     Block IP                                   name of device
                                                  gets alert                                        google.com for IP to see if we do          attackers/source hold
                                                  always open on separate computer                  business with                              graph - top 10 attackers
                                                  wants sounds                                      Filters                                    Graph/pie chart
                                                  uses blinking                                     58 (all) some TriGeo/some created          top devices generating IP events In/
                                                Cisco IPS                                           37 in tabs (dynamic and changing) = 6      Out                                                 TriGeo Console Project Milestone v_0.1
                                                                                                    rows of tabs                                                                                   Last Modi ed: October 30, 2008 9:12 AM
                                                  uses the management console                                                                  line graph/real time
                                                  Monitors TriGeo and any alerts that               Mentioned the usage of “ lter sets”        attacks over time
                                                  come through IPS then uses that                   TriGeo                                     #of alerts generated
                                                  console for that event.                           Custom                                     top alerts
                           USER INTERVIEWS CONT. describes this as “synergy”                         INTERVIEW #2 NOTES
                                                                                                   “Day in the Life”
                                                                                                                                               what kind/how many
                                                                                                                                                  functioning                                    20 - 3 rows
                                                  logs IGS - servers, edge, rewall                                                                suspicious tra c                               create and delete a lot
                                                                                                       monitors servers, workstations
                                                  consolidate logs                                   Morning activity/events                 Wishlist                                            10-11 on dedicated
                                                                                                       research
                                                    nd out what events are coming from               checkdatabases
                                                                                                       sql lters                               Top Tasks
                                                                                                                                               scheduling reports
                                                  which thing                                        check tools on team, some semi-trained
                                                                                                       4 people (status=up?)                   remain in directory where you put the
                                                                                                                                                  Console runs 24/7                             Windows
                                                  IGS console has better capabilities                run/check person
                                                                                                       primary reports                         last one *same location
                                                                                                                                                  view tabs                                      jumps around from window to
                                                                                                     let it run all day
                                                                                                       not enough licenses for all comps, but ? -rule builder
                                                                                                                                                   favorite serving locations                    window
                                                      Top Activities
                                                                                                       going that route                        tools lag time
                                                                                                                                                  tools                                          create lter from alert                                                                                                                                  Context Scenarios
                                                        run on desktop to get a sense of           Windowing
                                                                                                       120 workstations                        would like ad hoc reports/custom
                                                                                                                                                  reports                                        for rules too                                                                                                                                           !   Logs in to the console
                                                        what’s going on the network (tabs)           most apps run like that                   there are already prebuilt ones                   likes drag and drop for rules and lters
                                                        go through tabs to see what’s going
                                                                                                                                                                                                                                                                                                                                                         !   Monitors network feeds
                                                                                                     Usage
                                                                                                     not much thought                          analyzeLife on internet (IP, domain,
                                                                                                                                               Day in info
                                                        on throughout the day (made on               navigating through window when            other alerts? no?
                                                                                                                                                  see accounts)                                 Dashboard                                                                                                                                                !   Sets advanced filters
                                                                                                       general health monitoring
                                                        TriGeo most custom)                          looking into speci c task
                                                                                                       security functions                      knowledge base
                                                                                                                                                  same day to day                                what each server is doing                                                                                                                               !   Establishes rules
                                                                                                                                                                                                 login errors, hardware errors
                                                                                                       program rules for health                   uses it when needed
                                                                                                                                                                                                 driven by lters
                                                                                                                                                                                                                                                                                                                                                         !   Receives an alert
                                                                                                       *trying to nd info that was stored by        lter to nd what’s going on or
                                                                                                       TriGeo                                     through reports                       9
                                                                                                                                                                                                                                                                                                                                                         !   Drills down to problem area
                                                                                                       run reports                                make notes of Ext.Info                        Wishlist                                                                                                                                                 !   Discovers and attack
                                                                                                                                                  tool alias                                     wants to be able to deal with
                                                                                                       monitor console
                                                                                                                                                                                                 unmanaged Device                                                                                                                                        !   Quarantines affected area
                                                                                                       IDS                                        make rules in rule builder
                                                                                                       Rule Builder                               make notes, then goes into rule                Quick reports with button click
                                                                                                       dedicated machine                          builder
                                                                                                       alerts                                     Alert
                                                                                                       general server health                      like being able to click and create rule                                                       TriGeo Console Project Milestone v_0.1
                                                                                                                                                                                                                                                                                                                   ! James Woo
                                                                                                       disk usage                                 or has to take info and plug info rule                                                         Last Modi ed: October 30, 2008 9:12 AM

                                                                                                                                                                                                                                                                        Power User Primary Persona
                                                                                                       virus alerts                               automatically
                                                                                                       windows time sync                          search alerts in Rule Builder?
                                                                                                       29 savers                                  rules in alpha order
                                                                                                       go through log les                         order is confusing
                                                               USER RESEARCH SUMMARY backups succeeded                                        CONSIDERATIONS to deal with
                                                                                                                                                  would like to be able                                                                                                 James is an IT administrator for an internal network of a 3000 employee corporation. He is
                                                                                                       services stopping?                     General
                                                                                                                                                  unmanaged workstations**
                                                                                                                                                                                                                                                                        on call 24-7 and is responsible for maintaining a very complex, multi-tiered environment,                       Context Scenarios
                                                                                                       restart                                   Tabs take up a lot of space.
                                                                                                                                                  take action
                                                               Tactics for gaining insight into an application through the eyes of                                                                                                                                                                                                                                                      ! Logs in to the console
                                                                                                       on/o line agents
                                                               users can be achieved many ways. User interviews, observation,
                                                                                                                                                 Navigation should be area- and task-
                                                                                                                                                    lter tabs                                                                                                           from high-profile servers to employee computers.
                                                                                                                                                 based                                                                                                                                                                                                                                  ! Reviews Network Activity
                                                               round-table discussions. This research directly impacts the
                                                               direction of the design and execution.
                                                                                                                                                 Multiple windows should be brought                                                                                                                                                                                                     ! Sets New Rules
                                                                                                                                                 into the “central” portion of the
                                                                                                                                                                                                                                            10
                                                                                                                                                                                                                                                                        Being able to put his finger to the “pulse of the network”, maintain fine-grain control of
                                                                                                                                                 application as much as possible
                                                               As part of the TriGeo project, user interviews were conducted
                                                                                                                                                 Primary tasks should be brought out                                                                                    traffic and maintain a high level of security is what James relies on. There are gigabits of
                                                               over the phone to gain a general insight to usage patterns,
                                                               pain points and usability. When progress is made incorporating
                                                                                                                                                 of “hidden” contextual menus to be                                                                                     activity happening every hour that he must be able to respond to at a moments notice.
                                                                                                                                                 more top-level
                                                               this feedback, more focussed research is done to further re ne
                                                                                                                                                 Eliminate redundancy in menus
                                                               aspects of the application.
                                                                                                                                                 There is a separation between menus                                                                                    When James logs in to the application he is able to maintain an overview of his network.
                                                                                                                                                 and information
                                                               Initial phone interviews were made, however E ectiveUI was
                                                                                                                                                 Addition of a Dashboard (Ops Center)                                                                                   He knows the network inside and out and has customized his “workspace” to cater to the
                                                               asked to halt further user analysis and focus on the direct
                                                               feedback provided by primary stakeholders.
                                                                                                                                                 Ability to customize in various ways                                                                                   most critical areas.
                                                                                                                                                 Add methods of “progressive
                                                                                                                                                 disclosure” allowing users to dive                                                                                                                                                 ! Marian Phillips
                                                               Altogether, six people were interviewed and written notes were
                                                                                                                                                 deeper.
                                                               obtained accordingly.

                                                               Based on the discussions with users and making an evaluation
                                                                                                                                                 Consistency in work ows and
                                                                                                                                                 interface elements                                                                                                                                          Novice User Secondary Persona
                                                               of the console, a number of target areas were identi ed for
                                                                                                                                              Ops Center
                                                               improvement and consideration. Feedback from TriGeo also
                                                               helped drive the focus on some of these areas.
                                                                                                                                                 Ability to customize view and content                                                                                                                       Marian is IT support for a 200 employee company. She monitors the network, but also
                                                                                                                                                 Ability to add pre-created “Portlets” or
                                                                                                                                                 create unique ones
                                                                                                                                                                                                                                                                                                             helps with employee hardware and software.

                                                                                                                                                “Work Areas”
                                                                                                                                                 Re ne results using a variety of criteria
                                                                                                                                                                                                                                                                                                             The first order of business for Marian is checking email, voice messages and the current
                                                                                                                                                 In-context options for taking action on                                                                                                                     status of the network. She receives an email stating that employees are no longer allowed                                   TriGeo Console Project Milestone v_0.1
                                                                                                                                                 areas of interest                                                                                                                                           to browse YouTube.com.                                                                                                      Last Modi ed: October 30, 2008 9:12 AM
                                                                                                                                                 In-line re nement of data

                                                                                                                                                                                                                                                                                                             In addition to monitoring the network, Marian can perform a couple easy steps to creating
                                                                                                                                                                                                                                                                                                                                                                  Context Scenarios
                                                                                                                                                                                                                                                                                          8                  a rule to block employees from browsing to YouTube.com. Sure, Marian can view every
                                                                                                                                                                                                                                                                                                                                                                  ! Logs in to the console
                                                                                                                                                                                                                                                                                                                                                             EXPERIENCE MAP
                                                                                                                                                                                                                                                                                                             network activity, but her primary concern is respondingGlancesimmediate demands of
                                                                                                                                                                                                                                                                                                                                                                  ! to the at Dashboard
                                                                                                                                                                                                                                                                                                             enforcing company policies.                          ! Evaluates network “saves”
                                                                                                                                                                                                                                                                                                                                                                 The Experience Map acts as a diagram of the “ ow” of an
                                                                                                                                                                                                                                                                                                                                                                 application. It is important to hone in on this high-level
                                                                                                                                                                                                                                                                                                                                                                 framework of the application so a clear direction may be
                                                                                                                                                                                                                                                                                                                                                                                                        Context Scenarios
                                                                                                                                                                                                                                                                                                                                                                 established. This map helps the direction of wireframes without
                                                                                                                                                                                                                                                                                                                                                                 getting too far into the details.      ! Demonstrates the application
                                                                                                                                                                                                                                                                                                                                                                                                     ! Drills into specific features
                                                                                                                                                                                                                                                                                                                                                                 The content of the Experience Map is based on user research,
                                                                                                                                                                                                                                                                                                                                                                 a current understanding of the application and methods of
                                                                                                                                                                                                                                                                                                                                 ! Clark McCarthy                improving usability. As more information is gathered and
                                                                                                                                                                                                                                                                                                                                                                 Experience Map evolves until a direction has been established.
                                                                                                                                                                                                                                                                                              Executive User Secondary Persona                  ! George Newstead
                                                                                                                                                                                                                                                                                                                                                            Creating the Experience Map was an ongoing process that ran
                                                                                                                                                                                                                                                                                                                                                                 in tandem with wireframes and creating design compositions.
                                                                                                                                                                                                                                                                                                                        TriGeo Executive
                                                                                                                                                                                                                                                                                              Clark is CTO for a 3000 employee company and reports directly to board members. inconsistent overlap due to these areas
                                                                                                                                                                                                                                                                                                                                                            Although there was some
                                                                                                                                                                                                                                                                                              He likes to keep tabs on the companies networkproduct that being done in parallel, thinking around on the path to a to
                                                                                                                                                                                                                                                                                                                        George is looking for a response and effectiveness to see and headed wireframes helped
                                                                                                                                                                                                                                                                                                                                                            can be white labeled if
                                                                                                                                                                                       TriGeo Console Project Milestone v_0.1
                                                                                                                                                                                                                                                                                              spending all that money on new servers is really paying off. tightenwith required functionality. vice versa.
                                                                                                                                                                                                                                                                                                                        SaaS offering while delivered on time and areas of the Experience Map and
                                                                                                                                                                                       Last Modi ed: October 30, 2008 9:12 AM
                                                                                                                                                                                                                                                                                              Steve wants an easy-to-use dashboard that allows him to monitor just how great his of the TriGeo Console was generated
                                                                                                                                                                                                                                                                                                                                                              In the end, a solid overview
                                                                                                                                                                                                                                                                                                                                                              that acts as the foundation for additional development and user
                                                                                                                                                                                                                                                                                              network is running. It also doesn’t hurt that he has high level information he can use is still work to be done and directly
                                                                                                                                                                                                                                                                                                                                                              experience re nement. There          Context Scenarios
                                                                                                                                                                                                                                                                                              to get get praise from the boss.                                correlates to the Wireframes.        ! Gives a demo
 WIREFRAMES : OPS CENTER
                                                                                                                                                                                                                                                                                                                                                                                                     ! Navigates through features




                                                                                                                                                                                                                                                                                                                                                ! Linda Deris

                                                                                                                                                                                                                                                                                                                         TriGeo Employee
                                                                                                                                                                                                                                                                                                                         Linda is focused on selling TriGeo offerings. She wants something easy to demo and
                                                                                                                                                                                                                TriGeo Console Project Milestone v_0.1                                                                   sell while successfully conveying the value, ease and power of the application.
                                                                                                                                                                                                                Last Modi ed: October 30, 2008 9:12 AM                                                                                                                                                                                                                            20




                  WIREFRAMES : MONITOR




                                                                                                                                                                                                                                                            TriGeo Console Project Milestone v_0.1
                                                                                                                                                                                                                                                            Last Modi ed: October 30, 2008 9:12 AM




                                                                                                                                                                                                                                  28
                                              WIREFRAMES : OPS CENTER




                                                                                                                                                                                                                                                             34




                                                                                                                                                                                                                                                                                                      31




   planning only gets you 20% of the way there
✓
avoid over-planning by


            valuing the
            PRODUCT
               over the
            PROCESS
✓
projects are unpredictable because:




  SCOPE = PRODUCT
The Broken Analogy

“A bridge is the sum of its
parts. The pieces of metal
and welds and everything
else all add up to a single,
 static bridge. A software
  system is the behavior
 created by the dynamic
  interaction of its parts”



     EffectiveUI
     The art of building great experiences in software
✓
Things you would never
have to deal with when
constructing a bridge:
Can we move the bridge 17
     feet to the left?


 It’s only 17 feet, so that’s
    not a big deal, right?
We aren’t very happy with
how the bridge looks so far.
Can you propose a change
  in the kind of materials
  you’re using to make it
      more attractive?
Remember when you asked us
whether the bridge would ever
 need to support vehicle traffic
 and not just pedestrian traffic,
and we weren’t sure, so we just
    settled on the cheaper
  pedestrian version? Well, we
were wrong. What can you do to
 make this work for our needs?
We’ve hired an offshore
 company to start building from
the other side of the valley so we
 can cut the construction time in
    half. They’re making some
  improvements on your design,
 so please coordinate with them
 to make sure everything comes
   together ahead of schedule.
Law #10:
EVERY PRODUCT
NEEDS A SINGLE
    VISION
Product
Director             Designer   Developer
           Manager
Product
Director             Designer   Developer
           Manager
define success and
 build consensus
8 criteria for good user experiences:
 ✓   provide valuable feedback
 ✓   behave with consistency
 ✓   behave in a familiar way
 ✓   be obvious and efficient
 ✓   be responsive and perform
 ✓   help people & businesses accomplish goals
 ✓   be brand consistent & elegant
 ✓   be progressive & trustworthy
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
understand
the end user
contextual research
Context Scenarios
                                                                       Logs in to the console
                                                                       Monitors network feeds
                                                                       Sets advanced lters
                                                                       Establishes rules
                                                                       Receives an alert
                                                                       Drills down to problem area
                                                                       Discovers and attack
                                                                       Quarantines a ected area



                                   James Woo                                                                        Context Scenarios
                                                                                                                      Logs in to the console
Power User Primary Persona                                                                                            Reviews Network Activity
                                                                                                                      Sets New Rules
James is an IT administrator for an internal network of a 3000 employee corporation. He is
on call 24-7 and is responsible for maintaining a very complex, multi-tiered environment,
from high-pro le servers to employee computers.

Being able to put his nger to the “pulse of the network”, maintain ne-grain control of
tra c and maintain a high level of security is what James relies on. There are gigabits of
activity happening every hour that he must be able to respond to at a moments notice.
                                                                                      Marian Phillips
When James logs in to the application he is able to maintain an overview of his network.
                                                 Novice User Secondary Persona
He knows the network inside and out and has customized his “workspace” to cater to the
                                                                                                                                                                                 Context Scenarios
                                                                                                                                                                                   Logs in to the console
most critical areas.                                                                                                                                                               Glances at Dashboard
                                                 Marian is IT support for a 200 employee company. She monitors the network, but also                                               Evaluates network “saves”
                                                 helps with employee hardware and software.

                                                  The rst order of business for Marian is checking email, voice messages and the current
                                                  status of the network. She receives an email stating that employees are no longer allowed
                                                  to browse YouTube.com.

                                                  In addition to monitoring the network, Marian can perform a couple easy steps to creating
                                                  a rule to block employees from browsing to YouTube.com. Sure, Marian can view every       Clark McCarthy
                                                  network activity, but her primary concern is responding to the immediate demands of
                                                  enforcing company policies.                                  Executive User Secondary Persona                                                                                          Context Scenarios
                                                                                                                                                                                                                                           Demonstrates the application
                                                                                                                                                                                                                                           Drills into speci c features
                                                                                                              Clark is CTO for a 3000 employee company and reports directly to board members.
                                                                                                              He likes to keep tabs on the companies network response and e ectiveness to see if
                                                                                                              spending all that money on new servers is really paying o .

                                                                                                              Steve wants an easy-to-use dashboard that allows him to monitor just how great his Newstead
                                                                                                                                                                                                George
                                                                                                              network is running. It also doesn’t hurt that he has high level information he can use
                                                                                                              to get get praise from the boss.                         TriGeo Executive
                                                                                                                                                                       George is looking for a product that can be white labeled and headed on the path to a
                                                                                                                                                                       SaaS o ering while delivered on time and with required functionality.


                                                                                                                                                                                                                                         Context Scenarios
                                                                                                                                                                                                                                           Gives a demo
                                                                                                                                                                                                                                           Navigates through features




                                                                                                                                                                                             Linda Deris

                                                                                                                                                                     TriGeo Employee
                                                                                                                                                                     Linda is focused on selling TriGeo o erings. She wants something easy to demo and
                                                                                                                                                                     sell while successfully conveying the value, ease and power of the application.




user archetypes
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens

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By the Book: How Great User Experiences in Software Can Impact Government and Citizens

  • 1. By the Book How Great User Experiences in Software Can Impact Government and Citizens Anthony Franco twitter.com/anthonyfranco President, EffectiveUI anthonyfranco.wordpress.com
  • 2. ROI
  • 3. What is software ROI for Government?
  • 4. Software ROI for Government Operational Efficiency Dissemination of Information Gathering of Information Collaboration Compliance
  • 5. Software ROI for Citizens Citizen Enablement Tools: •BenefitSelf Service •Convenience Information Transparency Information Find-ability
  • 6. example ROI calculations citizen self service x user adoption = ROI employee data entry x user adoption = ROI information gathering x user adoption = ROI process automation x user adoption = ROI collaboration portals x user adoption = ROI compliance portals x user adoption = ROI
  • 7. the main multiplier for software ROI is user adoption
  • 8. investing in a Good User Experience is simply hyper focusing on User Adoption
  • 9. IBM “Cost-Justifying Ease of Use” “Every $1 invested in usability returns between $10 and $100”
  • 10. its not enough to talk about it
  • 11. if user adoption = ROI How do we optimize success through better user adoption?
  • 12. HOW? the laws of effective user experiences
  • 13. what was common about the successes?
  • 14. Law # 1 FOCUS ON THE USER FIRST
  • 15. ✓ focus on the end user first by: understanding user goals and needs before deciding on a technology approach
  • 16. avoid: Vector Graphics MXML Flash Client Processing Cover-flow Java Service Oriented Architecture Sliverlight Animation Social Networking Streaming Video Aqua Multi-Channel Runtime Skip Intro Web 2.0 Productivity iPhone Accessibility Google Reflections Audio AJAX Thin Client Security Sandbox Multi-Touch APIs Apple Open Source Flex Rich Conversions Microsoft Adobe XAML Web Services Objective C SUN buzz word bingo
  • 17. ✓ focus on the end user first by: understand user goals and needs before deciding on the user flow
  • 18. BUSINESS UNITS TURN IT INTO THIS: PICK HOW YOU OPEN AN STORE CREDIT CLICK EMAIL SHIP WILL PAY CARD INFORMATION WAIT FOR EMAIL TO CONFIRM ACCOUNT Now? I just want to ship something. LOGIN PACKAGE, CHOOSE TO & FROM CHECK PRICE/ DETAILED CONFIRM TRACK SERVICE PAY DESCRIPTION I don’t know how What does to answer that. each cost? user flows as defined by executives
  • 19. USERS WANT THIS: PACKAGE, COST VS. CONFIRM SHIP TO & FROM TIME DECISION PAY & TRACK this is what users wanted
  • 20. avoid: allowing stakeholders to define user flows before user research
  • 21. ✓ focus on the end user first by: conducting good research and testing your usability prototypes
  • 23. build prototypes based on research
  • 24. use prototypes to conduct empirical research
  • 25. avoid: building large user research documents
  • 26. fewer research interpretations are better quality of user research number of interpretations the fidelity of research deliverables
  • 27. ✓ improve user requirement fidelity by: Iterating and prototyping through the development process
  • 28. ✓ improve user requirement fidelity by: Keeping the same team engaged throughout the product lifecycle
  • 29. Law # 2 YOU ARE PROBABLY NOT YOUR USER
  • 31. “Software today is designed for the people who are building it”
  • 32. this is our fault
  • 33. ABC CORP SYSTEM ARCHITECTURE TRANSACTION CITIZEN DATA SERVER LEGACY BPM AUTOMATION CMS FRAMEWORK project teams to minimize the user 3rd PARTY 3rd PARTY WORKFLOW CONTENT in almost every process SOA SEARCH ENGINE OPTIMIZATION UI this is our fault
  • 34. this is our fault
  • 35. these are your “users” - the people we must care about ...when these are more like your users
  • 37. ✓ empathize with your users by: Budgeting at least 20% of your resources toward strategic user research and interaction design
  • 38. the less you are like your user the more user research you will need user research you = your user wilson’s law of user research
  • 40. avoid: making major functional decisions without talking to your users
  • 41. ✓ empathize with your users by: Injecting “empathy” & “humility” into everyone’s job description
  • 42. Law # 3 Location, Location, Location
  • 43. ✓ Deliver the software experience where the user wants it, on the device they want it
  • 45. Navy Federal Credit Union iPhone App
  • 46. Law #4: GATHER FEEDBACK THROUGH CONVERSATION
  • 47. avoid: survey question #8 I found the system intuitive and easy to use. Strongly Agree Agree Neutral Disagree Strongly Disagree
  • 48. ✓ gather feedback by: talking to users
  • 49. Law #5: USERS DON’T KNOW HOW TO BUILD REQUIREMENTS
  • 50. You need to interpret what your users ask for
  • 51. - Henry Ford If I had asked people what they wanted, they would have said ‘faster horses.”
  • 52. “where’s the refresh button?” joe user
  • 53. ✓ Interpret user requirements by: Taking the time to understand the core issues behind what the user is telling you
  • 54. avoid: Allowing your users to directly define their software experience
  • 56. Give me 5 features that made you upgrade your operating system
  • 58. “1990 called and they want their interface back”
  • 59. ✓ Good design will grab and keep a user’s attention
  • 60. raise your hand immediately after you read this
  • 63. ✓ value good design by: Involving designers early in the process
  • 64. avoid: the big pitch
  • 65. Law #7: DO NOT TRY TO BUILD FOR EVERYONE
  • 66. If you build for everybody, you wind up building for nobody
  • 67. this is the result of building for everyone
  • 68. ✓ do not build for everyone: Contextualize how you think about your users by defining a small set of user types (a maximum of 3 is best)
  • 69. avoid: “fewer features”
  • 70. The key to ease of use is not less features, it is fewer decisions
  • 71. from: Joel Spolsky’s topic, It’s Not That Hard” an example of “feature” thinking
  • 72. from: Joel Spolsky’s topic, It’s Not That Hard” an example of “end user” thinking
  • 74. Technology Design Director
  • 75. Design Director Technology
  • 77. Technology Director Design
  • 78. ✓ collaborate: Define joint ownership & embrace conflict
  • 79. It is the entire project team’s fault when a project fails to meet its objectives
  • 80. avoid: Delegating user experience to a single person
  • 81. avoid: Offshoring your interface design or architecture
  • 82. Law #9: RIGID PLANS ARE PLANS TO FAIL
  • 84. process diagrams are a dime a dozen
  • 85. avoid: you can’t schedule innovation like this
  • 86. ✓ On Time ✓ On Budget ✓ No Difficult Conversations Upward (who cares if anyone is using it) rigid plans attempt to produce these results
  • 87. - Richard Monson-Haefel “When you try to guess at future requirements, 50% of the time you’re wrong and 49% of the time you’re very, very wrong”
  • 88. ✓ improve user requirement fidelity by: Iterating and prototyping through the development process
  • 89. TriGeo Console Project Milestone v_0.1 Last Modi ed: October 30, 2008 9:12 AM USER INTERVIEWS INTERVIEW #1 NOTES nds something then looks at details :( con gure/manage tools Only person take action takes forever to load technical support resolve address other people on technical sta use it check attacks source Dashboard monitor logs who is/traceroute CPU, memory not as dedicated Others check logs/trouble shooting Dial, inspection log not regular basis Would like to nd all for IP for week/ overall network security health calls the TriGeo Console “the TriGeo” day/month (Green/Yellow/Red) Runs it in the background Deep dive in IGS Version of software set up alerts Block IP name of device gets alert google.com for IP to see if we do attackers/source hold always open on separate computer business with graph - top 10 attackers wants sounds Filters Graph/pie chart uses blinking 58 (all) some TriGeo/some created top devices generating IP events In/ Cisco IPS 37 in tabs (dynamic and changing) = 6 Out TriGeo Console Project Milestone v_0.1 rows of tabs Last Modi ed: October 30, 2008 9:12 AM uses the management console line graph/real time Monitors TriGeo and any alerts that Mentioned the usage of “ lter sets” attacks over time come through IPS then uses that TriGeo #of alerts generated console for that event. Custom top alerts USER INTERVIEWS CONT. describes this as “synergy” INTERVIEW #2 NOTES “Day in the Life” what kind/how many functioning 20 - 3 rows logs IGS - servers, edge, rewall suspicious tra c create and delete a lot monitors servers, workstations consolidate logs Morning activity/events Wishlist 10-11 on dedicated research nd out what events are coming from checkdatabases sql lters Top Tasks scheduling reports which thing check tools on team, some semi-trained 4 people (status=up?) remain in directory where you put the Console runs 24/7 Windows IGS console has better capabilities run/check person primary reports last one *same location view tabs jumps around from window to let it run all day not enough licenses for all comps, but ? -rule builder favorite serving locations window Top Activities going that route tools lag time tools create lter from alert Context Scenarios run on desktop to get a sense of Windowing 120 workstations would like ad hoc reports/custom reports for rules too ! Logs in to the console what’s going on the network (tabs) most apps run like that there are already prebuilt ones likes drag and drop for rules and lters go through tabs to see what’s going ! Monitors network feeds Usage not much thought analyzeLife on internet (IP, domain, Day in info on throughout the day (made on navigating through window when other alerts? no? see accounts) Dashboard ! Sets advanced filters general health monitoring TriGeo most custom) looking into speci c task security functions knowledge base same day to day what each server is doing ! Establishes rules login errors, hardware errors program rules for health uses it when needed driven by lters ! Receives an alert *trying to nd info that was stored by lter to nd what’s going on or TriGeo through reports 9 ! Drills down to problem area run reports make notes of Ext.Info Wishlist ! Discovers and attack tool alias wants to be able to deal with monitor console unmanaged Device ! Quarantines affected area IDS make rules in rule builder Rule Builder make notes, then goes into rule Quick reports with button click dedicated machine builder alerts Alert general server health like being able to click and create rule TriGeo Console Project Milestone v_0.1 ! James Woo disk usage or has to take info and plug info rule Last Modi ed: October 30, 2008 9:12 AM Power User Primary Persona virus alerts automatically windows time sync search alerts in Rule Builder? 29 savers rules in alpha order go through log les order is confusing USER RESEARCH SUMMARY backups succeeded CONSIDERATIONS to deal with would like to be able James is an IT administrator for an internal network of a 3000 employee corporation. He is services stopping? General unmanaged workstations** on call 24-7 and is responsible for maintaining a very complex, multi-tiered environment, Context Scenarios restart Tabs take up a lot of space. take action Tactics for gaining insight into an application through the eyes of ! Logs in to the console on/o line agents users can be achieved many ways. User interviews, observation, Navigation should be area- and task- lter tabs from high-profile servers to employee computers. based ! Reviews Network Activity round-table discussions. This research directly impacts the direction of the design and execution. Multiple windows should be brought ! Sets New Rules into the “central” portion of the 10 Being able to put his finger to the “pulse of the network”, maintain fine-grain control of application as much as possible As part of the TriGeo project, user interviews were conducted Primary tasks should be brought out traffic and maintain a high level of security is what James relies on. There are gigabits of over the phone to gain a general insight to usage patterns, pain points and usability. When progress is made incorporating of “hidden” contextual menus to be activity happening every hour that he must be able to respond to at a moments notice. more top-level this feedback, more focussed research is done to further re ne Eliminate redundancy in menus aspects of the application. There is a separation between menus When James logs in to the application he is able to maintain an overview of his network. and information Initial phone interviews were made, however E ectiveUI was Addition of a Dashboard (Ops Center) He knows the network inside and out and has customized his “workspace” to cater to the asked to halt further user analysis and focus on the direct feedback provided by primary stakeholders. Ability to customize in various ways most critical areas. Add methods of “progressive disclosure” allowing users to dive ! Marian Phillips Altogether, six people were interviewed and written notes were deeper. obtained accordingly. Based on the discussions with users and making an evaluation Consistency in work ows and interface elements Novice User Secondary Persona of the console, a number of target areas were identi ed for Ops Center improvement and consideration. Feedback from TriGeo also helped drive the focus on some of these areas. Ability to customize view and content Marian is IT support for a 200 employee company. She monitors the network, but also Ability to add pre-created “Portlets” or create unique ones helps with employee hardware and software. “Work Areas” Re ne results using a variety of criteria The first order of business for Marian is checking email, voice messages and the current In-context options for taking action on status of the network. She receives an email stating that employees are no longer allowed TriGeo Console Project Milestone v_0.1 areas of interest to browse YouTube.com. Last Modi ed: October 30, 2008 9:12 AM In-line re nement of data In addition to monitoring the network, Marian can perform a couple easy steps to creating Context Scenarios 8 a rule to block employees from browsing to YouTube.com. Sure, Marian can view every ! Logs in to the console EXPERIENCE MAP network activity, but her primary concern is respondingGlancesimmediate demands of ! to the at Dashboard enforcing company policies. ! Evaluates network “saves” The Experience Map acts as a diagram of the “ ow” of an application. It is important to hone in on this high-level framework of the application so a clear direction may be Context Scenarios established. This map helps the direction of wireframes without getting too far into the details. ! Demonstrates the application ! Drills into specific features The content of the Experience Map is based on user research, a current understanding of the application and methods of ! Clark McCarthy improving usability. As more information is gathered and Experience Map evolves until a direction has been established. Executive User Secondary Persona ! George Newstead Creating the Experience Map was an ongoing process that ran in tandem with wireframes and creating design compositions. TriGeo Executive Clark is CTO for a 3000 employee company and reports directly to board members. inconsistent overlap due to these areas Although there was some He likes to keep tabs on the companies networkproduct that being done in parallel, thinking around on the path to a to George is looking for a response and effectiveness to see and headed wireframes helped can be white labeled if TriGeo Console Project Milestone v_0.1 spending all that money on new servers is really paying off. tightenwith required functionality. vice versa. SaaS offering while delivered on time and areas of the Experience Map and Last Modi ed: October 30, 2008 9:12 AM Steve wants an easy-to-use dashboard that allows him to monitor just how great his of the TriGeo Console was generated In the end, a solid overview that acts as the foundation for additional development and user network is running. It also doesn’t hurt that he has high level information he can use is still work to be done and directly experience re nement. There Context Scenarios to get get praise from the boss. correlates to the Wireframes. ! Gives a demo WIREFRAMES : OPS CENTER ! Navigates through features ! Linda Deris TriGeo Employee Linda is focused on selling TriGeo offerings. She wants something easy to demo and TriGeo Console Project Milestone v_0.1 sell while successfully conveying the value, ease and power of the application. Last Modi ed: October 30, 2008 9:12 AM 20 WIREFRAMES : MONITOR TriGeo Console Project Milestone v_0.1 Last Modi ed: October 30, 2008 9:12 AM 28 WIREFRAMES : OPS CENTER 34 31 planning only gets you 20% of the way there
  • 90. ✓ avoid over-planning by valuing the PRODUCT over the PROCESS
  • 91. ✓ projects are unpredictable because: SCOPE = PRODUCT
  • 92. The Broken Analogy “A bridge is the sum of its parts. The pieces of metal and welds and everything else all add up to a single, static bridge. A software system is the behavior created by the dynamic interaction of its parts” EffectiveUI The art of building great experiences in software
  • 93. ✓ Things you would never have to deal with when constructing a bridge:
  • 94. Can we move the bridge 17 feet to the left? It’s only 17 feet, so that’s not a big deal, right?
  • 95. We aren’t very happy with how the bridge looks so far. Can you propose a change in the kind of materials you’re using to make it more attractive?
  • 96. Remember when you asked us whether the bridge would ever need to support vehicle traffic and not just pedestrian traffic, and we weren’t sure, so we just settled on the cheaper pedestrian version? Well, we were wrong. What can you do to make this work for our needs?
  • 97. We’ve hired an offshore company to start building from the other side of the valley so we can cut the construction time in half. They’re making some improvements on your design, so please coordinate with them to make sure everything comes together ahead of schedule.
  • 98. Law #10: EVERY PRODUCT NEEDS A SINGLE VISION
  • 99. Product Director Designer Developer Manager
  • 100. Product Director Designer Developer Manager
  • 101. define success and build consensus
  • 102. 8 criteria for good user experiences: ✓ provide valuable feedback ✓ behave with consistency ✓ behave in a familiar way ✓ be obvious and efficient ✓ be responsive and perform ✓ help people & businesses accomplish goals ✓ be brand consistent & elegant ✓ be progressive & trustworthy
  • 106. Context Scenarios Logs in to the console Monitors network feeds Sets advanced lters Establishes rules Receives an alert Drills down to problem area Discovers and attack Quarantines a ected area James Woo Context Scenarios Logs in to the console Power User Primary Persona Reviews Network Activity Sets New Rules James is an IT administrator for an internal network of a 3000 employee corporation. He is on call 24-7 and is responsible for maintaining a very complex, multi-tiered environment, from high-pro le servers to employee computers. Being able to put his nger to the “pulse of the network”, maintain ne-grain control of tra c and maintain a high level of security is what James relies on. There are gigabits of activity happening every hour that he must be able to respond to at a moments notice. Marian Phillips When James logs in to the application he is able to maintain an overview of his network. Novice User Secondary Persona He knows the network inside and out and has customized his “workspace” to cater to the Context Scenarios Logs in to the console most critical areas. Glances at Dashboard Marian is IT support for a 200 employee company. She monitors the network, but also Evaluates network “saves” helps with employee hardware and software. The rst order of business for Marian is checking email, voice messages and the current status of the network. She receives an email stating that employees are no longer allowed to browse YouTube.com. In addition to monitoring the network, Marian can perform a couple easy steps to creating a rule to block employees from browsing to YouTube.com. Sure, Marian can view every Clark McCarthy network activity, but her primary concern is responding to the immediate demands of enforcing company policies. Executive User Secondary Persona Context Scenarios Demonstrates the application Drills into speci c features Clark is CTO for a 3000 employee company and reports directly to board members. He likes to keep tabs on the companies network response and e ectiveness to see if spending all that money on new servers is really paying o . Steve wants an easy-to-use dashboard that allows him to monitor just how great his Newstead George network is running. It also doesn’t hurt that he has high level information he can use to get get praise from the boss. TriGeo Executive George is looking for a product that can be white labeled and headed on the path to a SaaS o ering while delivered on time and with required functionality. Context Scenarios Gives a demo Navigates through features Linda Deris TriGeo Employee Linda is focused on selling TriGeo o erings. She wants something easy to demo and sell while successfully conveying the value, ease and power of the application. user archetypes