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User Experience
Intro #1
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
Intro #2
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
Intro #3?
User Experience 2: Talk@Stabilo
+ Dark
 Social
IA?
Context	



Content	

     Users
⁄  Information architectureIA,	

⁄    Interaction design IxD, and	



⁄    User experience UX design.
⁄ IA         is defined by the Information Architecture Institute as:	



1.  The   structural design of shared
      information environments.	

2.    The art and science of organizing and labeling
      web sites, intranets, online communities, and software to
      support findability and usability.	

3.  An emerging community of practice focused on bringing

      principles of design and architecture to the
      digital landscape.
User Experience 2: Talk@Stabilo
IxD
⁄  According to the Interaction Design Association:	





1.         IxD            defines the structure and behavior

           of interactive         systems.	

2.  Interaction Designers strive to create 	


      ⁄                           people and 	

            meaningful relationships between

      ⁄     the products and services that they use, 	

      ⁄     from computers to mobile devices to appliances and beyond.
User Experience 2: Talk@Stabilo
UX
User Experience 2: Talk@Stabilo
Ease of use remains
                                                              vital	

                                                  usable	

                                                              Usability is necessary
                                                              but not sufficient	



     Web sites should be
accessible to people with
                disabilities	

   accessible	

Eventually, it will become
                     the law
Ask whether our products
                                              and systems are useful	

                                  useful	

   Define innovative solutions
                                              that are more useful	





Navigable web sites	

 Locatable objects	

    findable
Appreciation for the power
                                                       and value of image 	

                                        desirable	

   Identity, brand, and other
                                                       elements of emotional
                                                       design	





Design elements influence
 whether users trust and       credible	

believe what we tell them
Value to our sponsors	

              For non-profits: Advance
              the mission	

valuable	

   With for-profits:
              Contribute to the bottom
              line and improve customer
              satisfaction
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
⁄ UX            is defined by the Nielsen Norman Group as:	



1.    all aspects of the end-user's interaction
      with the company, its services, and its
      products. 	

2.  The first requirement for an exemplary user experience is

      to meet the exact needs           of the customer,
      without fuss or bother.
3.  Next comes    simplicity and elegance that
      produce products that are a joy to own, a joy to use. 	


4.    True user experience goes far beyond giving
      customers what they say they want, or
      providing checklist features. 	

5.  In order to achieve high-quality user experience in a

      company's offerings there must be a seamless
      merging of the services of multiple
      disciplines, including engineering, marketing, graphical
      and industrial design, and interface design.
User Experience 2: Talk@Stabilo
Deliverables
User Needs Documentation	

Personas	

Usability




                                                               Strategy Documentation	

Test Plans	

                                 Competitive
                                              Analyses	

Usability




                                                                                                           Design Documentation	

Reports	

                                    Concept                                      Site Maps	

                                              Models	

                                    User Flows	

                                              Content                                      Wireframes	

                                              Inventories	

                                                                                           Screen
                                                                                           Designs
Design Diagrams	

Personas &
Use Cases	





                                                   Design Documents	

Concept                              Design
Models	

                            Briefs	

Site Maps	

                         Competitive
                                     Reviews	

Wireframes	

                                     Usability
Flowcharts	

                        Plans	

                                     Usability
                                     Reports
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
⁄  Marble Model	

⁄  Gravitational Map	

⁄  Click Step Ladder	

⁄  Leader Fellow Call-to-action Principle	

⁄  Heat Paradigm	

⁄  Hub Model	

⁄  Push Pull Spectrum	

⁄  Bomb Model	

⁄  …
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
here’s even more
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
adaptivepath.com/ideas/d063009
mootee.typepad.com/innovation_playground/2012/10/design-thinking-can-make-strategic-management-simpler-but-never-
                                                                         simple-people-are-naive-to-think-tha.html
adaptivepath.com/ideas/the-anatomy-of-an-experience-map
startuplessonslearned.com/2011/05/case-study-lean-ux-at-work.html
lukew.com/presos/preso.asp?26
Stories
axa.ch
theregister.co.uk/2011/10/18/vodafone_kills_360/
suva.ch
microsoft.com/midsizebusiness/
Wrap-up
In short, in UX, there are too many methods and too little
time. Simply choosing the right methods at the right times is a
reasonable strategy. In practice, if I’m feeling left behind with
new methods or practices that I’m expected to know, I tell
myself this:	

⁄  You don’t have to know everything	

⁄  You’ll never know everything	

⁄  And actually, as far as UX goes, there isn’t, and probably
   never will be, an everything.	

                                   Tim Caynes, Senior User Experience Designer at Flow Interactive	

                           http://flow-interactive.com/thinking/article/in-ux-there-isnt-an-everything
⁄  The User Experience community needs to get out more	

⁄  Most digital agencies are charlatans	

⁄  Pitches are a uniquely bad way of finding a good design
   agency…	

⁄  Net Promoter Score is a blunt tool	

⁄  The cult of data	

                                                    Ray McCune, Managing Partner at Foolproof 	

                                   foolproof.co.uk/top-10-things-still-to-fix-in-experience-design
Still not enough            Not inventing shiny new …	

investment in solving
basic usability issues	

                            … but fixing old boring stuff	



Improve the user            More emphasis on user experience as a factor when assessing third-party products	

experience of boxed
products	

                            Third-party software should be run by customer experience people rather than IT people	



Targets and incentives      Across the customer lifecycle	

within businesses
must be aligned with        Including marketing, sales and service functions	

long-term value	

                            A common view of how a brand wants to be seen, experienced and talked about by customers	


We need to stop             Across devices and channels and with	

designing experiences
based on company
structure	

                A holistic and planned view of how it all works for the customer	



Too much disrespect         Customers can be sophisticated and articulate critics of digital products and services	

for customers	


                            User research is futile
User Experience 2: Talk@Stabilo
!
User Experience 2: Talk@Stabilo
?
User Experience 2: Talk@Stabilo
?
User Experience 2: Talk@Stabilo
?
User Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
⁄ UX            is defined by the Nielsen Norman Group as:	



1.    all aspects of the end-user's interaction
      with the company, its services, and its
      products. 	

2.  The first requirement for an exemplary user experience is

      to meet the exact needs           of the customer,
      without fuss or bother.
User Experience 2: Talk@Stabilo

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User Experience 2: Talk@Stabilo

  • 31. IA?
  • 33. ⁄  Information architectureIA, ⁄  Interaction design IxD, and ⁄  User experience UX design.
  • 34. ⁄ IA is defined by the Information Architecture Institute as: 1.  The structural design of shared information environments. 2.  The art and science of organizing and labeling web sites, intranets, online communities, and software to support findability and usability. 3.  An emerging community of practice focused on bringing principles of design and architecture to the digital landscape.
  • 36. IxD
  • 37. ⁄  According to the Interaction Design Association: 1.  IxD defines the structure and behavior of interactive systems. 2.  Interaction Designers strive to create ⁄  people and meaningful relationships between ⁄  the products and services that they use, ⁄  from computers to mobile devices to appliances and beyond.
  • 39. UX
  • 41. Ease of use remains vital usable Usability is necessary but not sufficient Web sites should be accessible to people with disabilities accessible Eventually, it will become the law
  • 42. Ask whether our products and systems are useful useful Define innovative solutions that are more useful Navigable web sites Locatable objects findable
  • 43. Appreciation for the power and value of image desirable Identity, brand, and other elements of emotional design Design elements influence whether users trust and credible believe what we tell them
  • 44. Value to our sponsors For non-profits: Advance the mission valuable With for-profits: Contribute to the bottom line and improve customer satisfaction
  • 47. ⁄ UX is defined by the Nielsen Norman Group as: 1.  all aspects of the end-user's interaction with the company, its services, and its products. 2.  The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother.
  • 48. 3.  Next comes simplicity and elegance that produce products that are a joy to own, a joy to use. 4.  True user experience goes far beyond giving customers what they say they want, or providing checklist features. 5.  In order to achieve high-quality user experience in a company's offerings there must be a seamless merging of the services of multiple disciplines, including engineering, marketing, graphical and industrial design, and interface design.
  • 51. User Needs Documentation Personas Usability Strategy Documentation Test Plans Competitive Analyses Usability Design Documentation Reports Concept Site Maps Models User Flows Content Wireframes Inventories Screen Designs
  • 52. Design Diagrams Personas & Use Cases Design Documents Concept Design Models Briefs Site Maps Competitive Reviews Wireframes Usability Flowcharts Plans Usability Reports
  • 55. ⁄  Marble Model ⁄  Gravitational Map ⁄  Click Step Ladder ⁄  Leader Fellow Call-to-action Principle ⁄  Heat Paradigm ⁄  Hub Model ⁄  Push Pull Spectrum ⁄  Bomb Model ⁄  …
  • 74. In short, in UX, there are too many methods and too little time. Simply choosing the right methods at the right times is a reasonable strategy. In practice, if I’m feeling left behind with new methods or practices that I’m expected to know, I tell myself this: ⁄  You don’t have to know everything ⁄  You’ll never know everything ⁄  And actually, as far as UX goes, there isn’t, and probably never will be, an everything. Tim Caynes, Senior User Experience Designer at Flow Interactive http://flow-interactive.com/thinking/article/in-ux-there-isnt-an-everything
  • 75. ⁄  The User Experience community needs to get out more ⁄  Most digital agencies are charlatans ⁄  Pitches are a uniquely bad way of finding a good design agency… ⁄  Net Promoter Score is a blunt tool ⁄  The cult of data Ray McCune, Managing Partner at Foolproof foolproof.co.uk/top-10-things-still-to-fix-in-experience-design
  • 76. Still not enough Not inventing shiny new … investment in solving basic usability issues … but fixing old boring stuff Improve the user More emphasis on user experience as a factor when assessing third-party products experience of boxed products Third-party software should be run by customer experience people rather than IT people Targets and incentives Across the customer lifecycle within businesses must be aligned with Including marketing, sales and service functions long-term value A common view of how a brand wants to be seen, experienced and talked about by customers We need to stop Across devices and channels and with designing experiences based on company structure A holistic and planned view of how it all works for the customer Too much disrespect Customers can be sophisticated and articulate critics of digital products and services for customers User research is futile
  • 78. !
  • 80. ?
  • 82. ?
  • 84. ?
  • 87. ⁄ UX is defined by the Nielsen Norman Group as: 1.  all aspects of the end-user's interaction with the company, its services, and its products. 2.  The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother.