The study of user experience design (UX) is a relatively new field within web design that is changing the world of online business. Forward thinking companies are already aware of the effect UX has on their business operations. From Amazon to Zappos, the list of businesses that have embraced UX design is a veritable alphabet soup of the world’s most influential tech companies. And now it’s time for multifamily to get hip with UX.

1. Importance of User
Experience & How to
Achieve A Great One
Presented by:
Dave Luciano, User Experience Designer, On-Site
Steve Berry, Principal , Thought Merchants

2. UX
@ On-Site

3. Agents Renters

4. Great Experience Must:
Delight

5. Great Experience Must:
Delight
Get out of the way

6. Great Experience Must:
Delight
Get out of the way
Improve process

7. User Experience UX=
“User experience” encompasses
all aspects of the end-user’s
interaction with the company, its
services, and its products.
http://www.nngroup.com/articles/definition-user-experience/
— Nielsen Norman Group

8. So UX is everything?

9. So UX is everything?
Let’s look at the disciplines…

10. - envis precisely GmbH 2009 - www.envis-precisely.com

11. How do we use these
disciplines to create
better experiences?

14. We watch our users
study

15. Analytics

16. Click Tests

17. Usability Testing

18. 1
2
3
Task List

19. Ethnography

20. Why?

21. Making products for the web
is hard work.

22. We all suffer from the Malkovich Bias.

23. We all suffer from the Malkovich Bias.
The tendency to believe that everyone
uses the web like you do.

24. We want to build the right product, for
the right user, the right way.
Validation!

25. Let’s Validate
an Idea!

26. Flight Check-in!
Eagle Air Beagle Air
VS

27. Beagle Air

28. Beagle Air

29. Eagle Air

30. Eagle Air

31. The Test
Tests running for a week.
Over 200+ unique responses
50 / 50 split male / female.

32. Beagle Air
87% Completion
22s
57% Completion
10s
70% Completion
8s

33. Eagle Air
82% Completion
10s
99% Completion
4s
100% Completion
4s

34. Results
Eagle Air
81% success
~16 seconds
Beagle Air
35% success
~34 seconds

35. What is everyone
else doing ?

41. Critical Path
Interactions

42. Validation of
Core Functionality

46. The Results?

47. 75%
13s

48. 70%
5s

49. 67%
3s

55. Very Simple
Low Touch
Highly
Immersive
Analytics
ClickTests
UsabilityTesting
ContextualEthnography

58. “Watching people use
the stuff you build is
the best way to
confront the
Malkovich Bias.”
— Andres Glusman
VP Strategy, Product & Community
Meetup

59. Images courtesy of businessinsider.com

62. User
Moderator

63. A
B
B

65. It’s hard to find leasing agents
off the street.

66. NO
NO NOPE
Leasing agents?

67. So we have to go to the leasing agent’s office.

68. Big Round of Testing
Wrapped in December
8

69. 9 recorded usability sessions with
leasing agents.

71. Task 1:
Change the image on
the front page of your
community’s website.

72. Task 2:
Check out the change by
visiting your website.
What is the URL?

73. User
Dave

74. Test Insights:
Amenity widget is confusing
Resilient user is successful

75. Hypothesis:
A checklist will
perform better than
an “add to” bucket.

76. Experience Must:
Delight
Get out of the way
Improve process

77. Visit us