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2009: User experience in action

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Presentation by BBC Head of Audience Experience & Usability, Jonathan Hassell and Chris Rourke, MD of User Vision on the benefits of usability and accessibility research for the web and other digital platforms. Presented at Internet World, London, April 2009.

Veröffentlicht in: Technologie, Design
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2009: User experience in action

  1. 1. Jonathan Hassell Chris Rourke Head of Audience Experience & Usability Managing Director BBC Future Media & Technology User Vision Internet World 29 th April 2009 User experience in action
  2. 2. Agenda <ul><li>Why a good user experience is important for media broadcasters </li></ul><ul><li>The main challenges of usability & accessibility across platforms </li></ul><ul><li>Effective ways to understand and improve the user experience through research </li></ul>
  3. 3. Why UX is essential for broadcasters…
  4. 4. TV is simple…
  5. 5. The web often isn ’t…
  6. 6. Which wouldn ’t be a problem, except…
  7. 7. Web as TV extension – how to be a fan
  8. 8. Web as part of TV – how to participate
  9. 9. And even more so…
  10. 10. Web as TV
  11. 11. Wherever & however you want to get it…
  12. 12. With whoever you want to watch it with…
  13. 13. And whoever you want to share it with…
  14. 14. Platform challenges…
  15. 15. Screen-size and your closeness to it…
  16. 16. How you interact with it…
  17. 17. What it can do… CSS WAP ATs MHEG XHTML CSS Browser options
  18. 18. User challenges…
  19. 19. Not just for your obvious audience…
  20. 20. But for these people too…
  21. 21. How can we improve the user experience through research?
  22. 22. Researching New Media Experiences <ul><li>Deep understanding of users </li></ul><ul><li>Applying proven and innovative UCD methods </li></ul><ul><li>Learning and applying the results </li></ul>
  23. 23. Persona Development
  24. 24. Traditional User Research
  25. 25. More advanced Usability Testing
  26. 26. Researching the experience in context http://tinyurl.com/6cukzt
  27. 27. Researching the experience in context <ul><li>Diary Studies let users record their experience </li></ul><ul><li>Can enhance other findings </li></ul>
  28. 28. Guide My Stuff/Profile Researching how things are organised
  29. 29. (M) Some people will not know how many days the iPlayer covers. Despite having lots of publicity, it should not be presumed that everyone will understand that the iPlayer covers 7 days. Some of the participants did not know this and the site did not explain it. Recommendation : Tell the user clearly that the iPlayer is for the last 7 days with a clear message on the homepage or even better, in the masthead of the page. Presenting & Discussing research results Facilitator: “ So if you did that and the Radio stopped. What would you think? ” Participant: “ I ’ d be annoyed and think why has it stopped? ”
  30. 30. EMP - Overview <ul><li>BBC wished to test their next generation, accessible media player with disabled users. </li></ul><ul><li>8 day diary study involving </li></ul><ul><ul><li>6 blind users </li></ul></ul><ul><ul><li>2 physically disabled users </li></ul></ul><ul><li>Users used a range of screen reader and switch technology. </li></ul><ul><li>Post test debrief of all participants. </li></ul>
  31. 31. EMP - Positive feedback Being blind, I can ’ t read newspapers or TV guides in the traditional sense, I often only realise programmes have been on a few days after they have been broadcast, Being able to go back and watch again is of tremendous benefit to me. Finding programmes using the category system is very easy. I chose FACTUAL then HISTORY. Easy. iPlayer has the opportunity to become the main way blind people can easily access TV content. iPlayer allows you to navigate television programmes using a screen reader. That ’ s a big benefit. I discovered that if switch users want to pause the clip, all they have to do is scan once which gets them on to the Play/Pause button to pause the video, and then scan and select again to resume. Easy. Very good. It was easy to use, on the whole, and very user-friendly. Signposting was logical and clear throughout.
  32. 32. EMP – Negative Feedback Can we have some consistency please? For most programmes you use a Flash based player but to listen live to Radio Scotland I need to download and install RealPlayer which I have had numerous accessibility issues with in the past. Lacks sufficient tab focus highlighting for Switch Users. It is unclear. it took a while for me to find radio programmes on History. I eventually did a search within the Radio Link, where I input “ history programmes ” . This brought up various documentaries on History. Therefore, Switch Users would find it tiresome without a Skip Navigation to jump to the main content. I found the IPlayer Flash controls to be quite inaccessible. I was never able to access controls during playback.
  33. 33. Why doing testing with your users is so important…
  34. 34. Accessibility => usability => user experience <ul><li>whether all your users can get the right value out of what you create </li></ul><ul><li>because this is supposed to be entertaining, right…? </li></ul>
  35. 35. The benefits of knowing how people will actually use it… <ul><li>for example: if you were designing a way of navigating through a 30min - 4hour programme, just using two buttons , how would you do it…? </li></ul><ul><li>is there a best way…? for everyone…? for the programmes that they want to watch…? </li></ul>
  36. 36. Goal: a great user experience for all…
  37. 37. e: jonathan@hassellinclusion.com t: @jonhassell w: www.hassellinclusion.com Contact me

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