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What is UX v2

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A high level broad stroke intro to User eXperience, starting with a survey, a dash of my own thoughts, some thoughts from Mike Rapp, and some samples and resources. Also some slides from a presentation I did for Great American Teach in in 2014 to 3rd and 5th graders.

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1

What is UX? Mike Gallers - Enterprise UX Mike Rapp - Startup UX Julia Lubarsky - Vanderbilt Thought Leader

2

Who are we? Mike G - Psychology > Computer Science > Front End Dev > Front End Design & User Testing > Strategy, Innovation & User Research Mike R - Front end design and dev > User interface design > Product design and strategy > User testing > Information architecture

3

UX defined (noun) short for user experience — Google "User experience" encompasses all aspects of the end- user's interaction with the company, its services, and its products.— Nielsen Norman Group (NNG) :( ok

4

user interface user experience web app design design solutions solving problems user research business research easy to use fun to interact with design voice of the customer the journey context images What do normal people think UX is? https://www.surveymonkey.com/results/SM-H2TFYT3HL/

5

What do normal people think UX is? feedback testing customer experience IA layout interaction design usability satisfaction brand perception technical constraints user needs graphics strategy form & function https://www.surveymonkey.com/results/SM-H2TFYT3HL/

6

What do normal people think UX is? frictionless completing a task i have no idea couldn’t have told you evolution process flow responsiveness abnormal conditions information improving experiences habits & needs of people delightful make life easier expectations https://www.surveymonkey.com/results/SM-H2TFYT3HL/

7

What do normal people think UX is? anticipation understanding task/objective/job data goals how something works architecture blueprint schematic navigate https://www.surveymonkey.com/results/SM-H2TFYT3HL/

8

holistic process of your audience interacting with your product designing useful products the way a person feels when interacting with a product human + system interaction What do normal people think UX is? https://www.surveymonkey.com/results/SM-H2TFYT3HL/

9

a user’s experience is the set of thoughts, actions, and emotions a person has while interacting with a thing. UX Design aims to produce products and services that results in customers/users having positive experiences. What do I think UX is?

10

The UX Process 1. Understand the (real) problem 2. Ideate 3. Sketch 4. Prototype 5. Test 6. Refine 7. Re-test

11

Who is ‘doing’ UX? UX Designers Sales Digital Strategists UI Designers Communications Interaction Designers Product Designers Full stack developers Market researchers Customer Insights Education managers Developers Designers Product owners https://www.surveymonkey.com/results/SM-H2TFYT3HL/

12

Who is ‘doing’ UX? Process Designers Portfolio Managers Digital Solutioners Customer experience Agile developers Directors of product Researchers Head of product design Mobile app designers Brand stewards Customer service IT Managers Programmers … https://www.surveymonkey.com/results/SM-H2TFYT3HL/

13

So, who is ‘doing’ UX? EVERYONE!

14

Typical UX roles - UX Strategist/Architect (Lead) - User Researcher - Visual Designer/Graphic Designer - (G)UI Designer - VUI Designer (Voice) - Interaction Designer - Front End Developer (HTML/CSS/JS) - Content Strategist/Writer

15

Samples of UX Artifacts Research Plan: List of questions that people want answered. Your plan for how you will get answers to the questions. (e.g. survey? interview? usability test?)

16

Samples of UX Artifacts Wireframes (Sketches)

17

Samples of UX Artifacts Comps (Compisitions. High Fidelity Mockups)

18

Samples of UX Artifacts Prototypes (Axure, Invision, Balsamiq, HTML/CSS/JS…)

19

How can you ‘do UX’ better? • ask questions all along - challenge everything! - leadership MUST understand & support this • Talk to YOUR customers & prospects - have them use prototypes - prototype with a purpose

20

How can you ‘do UX’ better? • find out if your interface is needed (can you automate?) • find out if the interface is usable, desirable and even delightful

21

How can you ‘do UX’ better? Iterate over and over and over and over and over and over and over and over and over and over and over and over and over and over … Obsess over your customers. Focus isn’t enough.

22

So, what is the goal of “UX”? Create products that get used by the customer. They won’t come just because you build it. Its a form of Risk Mitigation! Don’t guess, know!

23

Qualifying experiences Bad experiences are caused by unmet expectations. Good experiences are caused by meeting expectations. Great experiences are caused by exceeding expectations.

24

What is design and research? Design is a way to solve a problem. Its great if you know what the problem is. If you don’t, research is a great way to find out. Then usability testing will help you know if your design solution solves the problem.

25

Things you never want to say to a UX Designer: 1. It’s only for our internal people. 2. It’s MVP. We will design it in the next iteration. 3. The customer will figure it out. 4. It makes sense to me. 5. That’s how we’ve always done it, no one ever complained. 6. Were doing this because it’s on our roadmap. 7. Some people will use it, that’s who it’s for. 8. We need to do this to get this client, we will make it right later. 9. Our customer is (fill in the blank). Implication that there is only one persona. 10. We will do research after we figure out whether people like it.

26

(s0me) Resources • Nielsen/Norman Group • A List Apart / An Event Apart • Boxes and Arrows • Twitter/Medium • Pinterest for ideation • Comparative/Competitive analysis • Nashville UX Slack • Webaim (accessibility) • Invision blog • Smashing magazine • LukeW - form design/usability testing • UIpatterns There are thousands more

27

(s0me) Tools • UserTesting.com • validately.com • Axure • Sketch • Invision • Your brain • Photoshop • Illustrator • Napkins and sharpies • Whiteboards • Your arm There are hundreds more • Adobe XD • Paper and pencil • Balsamiq • Mike Rapp • Mike Gallers • TheUserIsDrunk

28

Questions ?

29

Thanks! Mike Gallers @delcerebro 704-681-0447 mike.gallers@gmail.com Mike Rapp @mikerapp 615-400-0646 mjrapp@gmail.com

30

Notes POs have to be incentivized/motivated not JUST by releasing stuff quickly, but by releasing QUALITY stuff. HAS to come from top of the house and trickle down. Say NO more! build rapport. know your internal clients, train them, teach them. Interview the company! What do THEY think they’re hiring you for vs what you think you’re being hired for vs what you actually end up doing. Do you want to fight and sell UX? or do you want to go into a place where they already know and support what you do

31

Notes (cont.) UX thinking is cultural, not just a checkbox design systems, pattern libraries can be your friend don’t ask a Sr UX architect to do UI design don’t lie! communicate! be open! don’t be afraid! CEOs are like scarlet witch. they can suspend and shape reality at their whim. Use case studies for a “UX” portfolio vs just visual samples for a Visual Designer

32

Notes (cont.) Conversations with people are THE MOST IMPORTANT thing! its not just photoshop and sketch and envision. VERY Hard to ‘do UX’ if you’re an introvert. be prepared to present/sell your own work. justify every character and pixel that is visual. there’s an art to presenting. take an improv class. know your audience. LEARN. PRACTICE house metaphor - architect, electrician, city planner, brick layer, roofer

33

Notes (cont.) Its okay not to know things!! Not knowing things is where i want to spend most of my time. Very few people question things and challenge. Most are doers. humans don’t always want a better way to do things, they want to do things the way they know how to do things. define “good”, “better” Try to know as fast as you can. be honest about what you don’t know! Don’t wait for acceptance criteria!

34

Slides from Great American Teach In (2014) Mike G talked to a 3rd and 5th grade class about what UX design is

35

What is UX Design? 35 Designing experiences for people. Usually between a person and an object or computer system.

36

What is UX Design? Problem Solving Graphic/Visual Design Information Architecture Asking questions Designing for everyone (accessibility) User research UI Development Content strategy/content creation Usability Marketing Sales Sketching 36

37

Where is UX Design? Web sites Phone apps Tablet apps Stores Buildings Remote controls Car dashboards DVR menus …everywhere! 37

38

Why is UX Design important? If your goal is for people to have a good experience with your product, service, website, app then that experience needs design, research, and testing. NO ONE gets it right the first time (not even Apple) 38

39

What do I need to learn and be passionate about to be a UX Designer? People People People 39 Cognitive Psychology Behavior Peoples’ desires and needs Peoples’ situations and emotions How to research How to ask the right questions How and why people use certain things (phones, laptops, tablets, ATM machines, car dashboards, TV menus, microwave displays, etc More specifically:

40

What is good (and bad) design?

41

41 Is this good design?

42

42 Is this good?

43

43 • The main task users have is to search for flights, and that form is hidden. http://www.southwest.com What about this? Good? Bad? Meh?

44

44 Huh? What is what now? If your buttons need instructions, they aren’t useful buttons. Small dialogs and error messages also need design

45

45 Imagine if it was your job to use this every day.

46

46 Does your toilet have this many buttons?

47

47 Even door handles need design!

48

48 Handles are for pulling, flat panels are for pushing.

49

What are you supposed to do here? 49

50

50 • Its pretty clear what the site is and what the site’s designer wants you to do https://www.spotify.com/us/

51

51 http://www.apple.com/ What is the most important thing apple wants you to know about?

52

52 Apple – then (1997) and now

53

53 Amazon - Then (1995ish) and now

54

54 Yahoo – then (1994) and now

55

People have experiences every day with many things. Our job as UX Designers is to make sure they are positive experiences. 55 Mike Gallers – UX Designer – Regions Bank

More Related Content

What is UX v2

  • 1. What is UX? Mike Gallers - Enterprise UX Mike Rapp - Startup UX Julia Lubarsky - Vanderbilt Thought Leader
  • 2. Who are we? Mike G - Psychology > Computer Science > Front End Dev > Front End Design & User Testing > Strategy, Innovation & User Research Mike R - Front end design and dev > User interface design > Product design and strategy > User testing > Information architecture
  • 3. UX defined (noun) short for user experience — Google "User experience" encompasses all aspects of the end- user's interaction with the company, its services, and its products.— Nielsen Norman Group (NNG) :( ok
  • 4. user interface user experience web app design design solutions solving problems user research business research easy to use fun to interact with design voice of the customer the journey context images What do normal people think UX is? https://www.surveymonkey.com/results/SM-H2TFYT3HL/
  • 5. What do normal people think UX is? feedback testing customer experience IA layout interaction design usability satisfaction brand perception technical constraints user needs graphics strategy form & function https://www.surveymonkey.com/results/SM-H2TFYT3HL/
  • 6. What do normal people think UX is? frictionless completing a task i have no idea couldn’t have told you evolution process flow responsiveness abnormal conditions information improving experiences habits & needs of people delightful make life easier expectations https://www.surveymonkey.com/results/SM-H2TFYT3HL/
  • 7. What do normal people think UX is? anticipation understanding task/objective/job data goals how something works architecture blueprint schematic navigate https://www.surveymonkey.com/results/SM-H2TFYT3HL/
  • 8. holistic process of your audience interacting with your product designing useful products the way a person feels when interacting with a product human + system interaction What do normal people think UX is? https://www.surveymonkey.com/results/SM-H2TFYT3HL/
  • 9. a user’s experience is the set of thoughts, actions, and emotions a person has while interacting with a thing. UX Design aims to produce products and services that results in customers/users having positive experiences. What do I think UX is?
  • 10. The UX Process 1. Understand the (real) problem 2. Ideate 3. Sketch 4. Prototype 5. Test 6. Refine 7. Re-test
  • 11. Who is ‘doing’ UX? UX Designers Sales Digital Strategists UI Designers Communications Interaction Designers Product Designers Full stack developers Market researchers Customer Insights Education managers Developers Designers Product owners https://www.surveymonkey.com/results/SM-H2TFYT3HL/
  • 12. Who is ‘doing’ UX? Process Designers Portfolio Managers Digital Solutioners Customer experience Agile developers Directors of product Researchers Head of product design Mobile app designers Brand stewards Customer service IT Managers Programmers … https://www.surveymonkey.com/results/SM-H2TFYT3HL/
  • 13. So, who is ‘doing’ UX? EVERYONE!
  • 14. Typical UX roles - UX Strategist/Architect (Lead) - User Researcher - Visual Designer/Graphic Designer - (G)UI Designer - VUI Designer (Voice) - Interaction Designer - Front End Developer (HTML/CSS/JS) - Content Strategist/Writer
  • 15. Samples of UX Artifacts Research Plan: List of questions that people want answered. Your plan for how you will get answers to the questions. (e.g. survey? interview? usability test?)
  • 16. Samples of UX Artifacts Wireframes (Sketches)
  • 17. Samples of UX Artifacts Comps (Compisitions. High Fidelity Mockups)
  • 18. Samples of UX Artifacts Prototypes (Axure, Invision, Balsamiq, HTML/CSS/JS…)
  • 19. How can you ‘do UX’ better? • ask questions all along - challenge everything! - leadership MUST understand & support this • Talk to YOUR customers & prospects - have them use prototypes - prototype with a purpose
  • 20. How can you ‘do UX’ better? • find out if your interface is needed (can you automate?) • find out if the interface is usable, desirable and even delightful
  • 21. How can you ‘do UX’ better? Iterate over and over and over and over and over and over and over and over and over and over and over and over and over and over … Obsess over your customers. Focus isn’t enough.
  • 22. So, what is the goal of “UX”? Create products that get used by the customer. They won’t come just because you build it. Its a form of Risk Mitigation! Don’t guess, know!
  • 23. Qualifying experiences Bad experiences are caused by unmet expectations. Good experiences are caused by meeting expectations. Great experiences are caused by exceeding expectations.
  • 24. What is design and research? Design is a way to solve a problem. Its great if you know what the problem is. If you don’t, research is a great way to find out. Then usability testing will help you know if your design solution solves the problem.
  • 25. Things you never want to say to a UX Designer: 1. It’s only for our internal people. 2. It’s MVP. We will design it in the next iteration. 3. The customer will figure it out. 4. It makes sense to me. 5. That’s how we’ve always done it, no one ever complained. 6. Were doing this because it’s on our roadmap. 7. Some people will use it, that’s who it’s for. 8. We need to do this to get this client, we will make it right later. 9. Our customer is (fill in the blank). Implication that there is only one persona. 10. We will do research after we figure out whether people like it.
  • 26. (s0me) Resources • Nielsen/Norman Group • A List Apart / An Event Apart • Boxes and Arrows • Twitter/Medium • Pinterest for ideation • Comparative/Competitive analysis • Nashville UX Slack • Webaim (accessibility) • Invision blog • Smashing magazine • LukeW - form design/usability testing • UIpatterns There are thousands more
  • 27. (s0me) Tools • UserTesting.com • validately.com • Axure • Sketch • Invision • Your brain • Photoshop • Illustrator • Napkins and sharpies • Whiteboards • Your arm There are hundreds more • Adobe XD • Paper and pencil • Balsamiq • Mike Rapp • Mike Gallers • TheUserIsDrunk
  • 30. Notes POs have to be incentivized/motivated not JUST by releasing stuff quickly, but by releasing QUALITY stuff. HAS to come from top of the house and trickle down. Say NO more! build rapport. know your internal clients, train them, teach them. Interview the company! What do THEY think they’re hiring you for vs what you think you’re being hired for vs what you actually end up doing. Do you want to fight and sell UX? or do you want to go into a place where they already know and support what you do
  • 31. Notes (cont.) UX thinking is cultural, not just a checkbox design systems, pattern libraries can be your friend don’t ask a Sr UX architect to do UI design don’t lie! communicate! be open! don’t be afraid! CEOs are like scarlet witch. they can suspend and shape reality at their whim. Use case studies for a “UX” portfolio vs just visual samples for a Visual Designer
  • 32. Notes (cont.) Conversations with people are THE MOST IMPORTANT thing! its not just photoshop and sketch and envision. VERY Hard to ‘do UX’ if you’re an introvert. be prepared to present/sell your own work. justify every character and pixel that is visual. there’s an art to presenting. take an improv class. know your audience. LEARN. PRACTICE house metaphor - architect, electrician, city planner, brick layer, roofer
  • 33. Notes (cont.) Its okay not to know things!! Not knowing things is where i want to spend most of my time. Very few people question things and challenge. Most are doers. humans don’t always want a better way to do things, they want to do things the way they know how to do things. define “good”, “better” Try to know as fast as you can. be honest about what you don’t know! Don’t wait for acceptance criteria!
  • 34. Slides from Great American Teach In (2014) Mike G talked to a 3rd and 5th grade class about what UX design is
  • 35. What is UX Design? 35 Designing experiences for people. Usually between a person and an object or computer system.
  • 36. What is UX Design? Problem Solving Graphic/Visual Design Information Architecture Asking questions Designing for everyone (accessibility) User research UI Development Content strategy/content creation Usability Marketing Sales Sketching 36
  • 37. Where is UX Design? Web sites Phone apps Tablet apps Stores Buildings Remote controls Car dashboards DVR menus …everywhere! 37
  • 38. Why is UX Design important? If your goal is for people to have a good experience with your product, service, website, app then that experience needs design, research, and testing. NO ONE gets it right the first time (not even Apple) 38
  • 39. What do I need to learn and be passionate about to be a UX Designer? People People People 39 Cognitive Psychology Behavior Peoples’ desires and needs Peoples’ situations and emotions How to research How to ask the right questions How and why people use certain things (phones, laptops, tablets, ATM machines, car dashboards, TV menus, microwave displays, etc More specifically:
  • 40. What is good (and bad) design?
  • 41. 41 Is this good design?
  • 43. 43 • The main task users have is to search for flights, and that form is hidden. http://www.southwest.com What about this? Good? Bad? Meh?
  • 44. 44 Huh? What is what now? If your buttons need instructions, they aren’t useful buttons. Small dialogs and error messages also need design
  • 45. 45 Imagine if it was your job to use this every day.
  • 46. 46 Does your toilet have this many buttons?
  • 47. 47 Even door handles need design!
  • 48. 48 Handles are for pulling, flat panels are for pushing.
  • 49. What are you supposed to do here? 49
  • 50. 50 • Its pretty clear what the site is and what the site’s designer wants you to do https://www.spotify.com/us/
  • 51. 51 http://www.apple.com/ What is the most important thing apple wants you to know about?
  • 52. 52 Apple – then (1997) and now
  • 53. 53 Amazon - Then (1995ish) and now
  • 54. 54 Yahoo – then (1994) and now
  • 55. People have experiences every day with many things. Our job as UX Designers is to make sure they are positive experiences. 55 Mike Gallers – UX Designer – Regions Bank