Transcript
Page 1: Using Personas and Stories Effectively - Workshop for TriUXPA

Using Personas (and Stories) Effectively TriUXPA – February 26, 2014

Whitney QuesenberyWQusability and Center for Civic DesignTwitter @whitneyq

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Hi!

User research, usability, accessibility Former theatre designer

Personas (and their stories) as a way to communicate what we know about users, culture and context

Researcher in new UI technologies Performance storyteller

Storytelling as a pivotal part of the creation, performance, and design process.

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What do you hope to get out of this workshop?

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What are we going to do? Personas: background and concepts

Stories: and why they work

Creating personas Gathering information

Analysis

Definining the set

Writing a persona

Adding stories

Introducing your personas: getting to know them better

Seeing through personas eyes: to review a product, feature, site....

Designing with personas: from problem stories to solution stories

Using personas for evaluation

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Personas and UX

Kindersandi.moonfruit.com

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What do think personas are?What is the value of personas?

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Personas can help address big challenges in UX

Hearing users at all

Organizing increasing amounts of data

Building consensusaround a clear, consistent view

A realistic view of the people we design for

General market

knowledge

Competitive

marketplace and

analysisContex

t of use

Web analytic

s

Market segmen

tsBusiness or

other functions met by

the product

Points of

pain

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Personas remind us to see the individual

How do we understand each person, not as part of a demographic, but as an individual with a history, goals, actions and a relationship to the product

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What’s in a persona?

A. About the person

B. Goals & motivationsC. Attitudes and dataD. Background storyE. Scenarios

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Personas create an integrated view of user research

Personas are built from data

They put a human face on analytics

And their stories built empathy by suggesting the real people behind the persona

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Personas can document assumptions

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Stories connect us Couriemail.com.au

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We all tell stories

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Personas and stories both start with listening

Why listen? Deeply understand others Empower the speaker

Research is about listening Ask for stories, not just opinion Listen for the emotion, attitudes, context in the stories

Good listening elicits good stories Build a connection that bridges context and culture Built trust – “They understand me”

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Listening is not a competitive sport

Be an appreciative listener Give them your full attention Acknoweldge what you hear, non-verbally Give the person time to think as well as talk Don’t rush the end – sometimes people have one last

thought

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Listening Exercise

Work in pairs 1 minute each to be the speaker - then switch

Speaker’s job: speak about something relatively comfortable Listener’s job: just listen. Don’t have to talk, interrupt or fill

silences.

Talk about something you made that you are proud of.

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Ask the questions that encourage stories

“When was the last time you [did that thing]?”

“Have you ever [done something]?” “How often do you [do that thing]?”“What makes you decide to [do that thing]?”“Where do you [do that thing]?”

+“Tell me about that.”

(and really listen) +

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Listen (and watch) for juicy tidbits

Stories you hear from more than one source Strong detail and action Details that illuminate other user data or analytics Stories that contradict common beliefs Simple, clear, and compelling

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Stories communicate patterns

They... Store and transmit knowledge Communicate culture Explore new ideas

They help us… Share information in memorable form Understand emotion and desires

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Stories create relationships

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Stories are not a broadcast

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Personas create connectionsPersona stories create a relationship between you and the audience

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Sharing what you learn creates a second story triangle with the larger team

Stories create connections

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Personas bridge the gap between everyone on the team and the users the personas represent.

Stories create connections

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A story is shared by everyone who hears it

First the storyteller shapes the story

As they listen, the audience members form an image of the story in their own minds.

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A story is shared by everyone who hears it

The storyteller and the audience each affects the other and shapes the story they create.

The most important relationship is between the audience and the story.

The audience is a part of the story each time it is told.

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Stories change how we think

Our experience of the world is shaped by our interpretations of it, the stories we tell ourselves.... so the key to personal transformation is story transformation.

Maria Popova, ‘Redirect’: A New Way to Think about Psychological Change, The Atlantic

Timothy Wilson, author of “Redirect”

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Stories can be efficient

Tanner was deep into a Skatepunkz game—all the way up to level 12—when he got a buddy message from his friend, Steve, with a question about his homework.

He looked up with a start. Almost bedtime and his homework was still not done. Mom or Dad would be in any minute.

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Success?

Stories are embedded in the UX cycle

Specify

Understand

Design

Evaluate

Collecting stories: hearing what other people have to say

Analysis: finding patterns in shared stories

Design: creating ideas that embody key stories

Evaluation:testing designs to see if they tell the story well

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Storytelling is already part of UX…We just don’t call them stories

User researchField studies

Site visits Card sortingAnalysis

Cluster sortingContent analysis

DesignScenarios

WireframesPrototype walk-

through

Usability Testing

Evaluation

Log Analysis

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Personas come in groups

Organized around a clear set of distinctions between behavior A spectrum of different relationships with the organization Stages in behavior or relationships

Do the personas represent a person, an activity, or a relationship One persona can grow over time Or each persona can represent a slice of time, a single role Personas can cover multiple secondary roles, with one primary role

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P2

P1

P6

P5

P3

P4

P7P8P9

P10

11

P12 1

3

In each cluster, one participant will often be the inspiration for the persona

A clear set of distinctions Look for variables that identify distinct

differences between participants Test pairs of variables by plotting

participants against them on a matrix Look for clusters of participants Try again until patterns start to emerge

Clusters of participants represent possible personas How are these people alike? How are they different from the others? Do they have a defining characteristic?

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A spectrum of roles and relationships

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Open University Personas

Student personas cover a complete student journey

When we first meet them Enquiry process First module Progression through their

university career Further on in life

And, we can write stories for them for any project

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Personas can grow over time

Specific Questions- disease updates- diagnostic info

EXPERTS

General Information- warnings/risks- what is it

INFOSEEKERS

Assistance and Tools- recipes and diet- checklists- resources

SELF-HELPERS& CAREGIVERS

gain more knowledge

info in the tools leads to specific questions

learn what they need

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“I don’t like to go backwards to go forwards”

Goals:Looking for new information

Typical Questions:What is <condition>?Am I at risk?

Top Usability Need:Engaging - I can tell I’m in the right place by the amount and level of information

RisksCurious - needs to be drawn in. Little sense of site loyalty

“I want to know how to help my husband”

Goals:Looking for helpful information

Typical Questions:What do I need to know about it? What are the next steps I should take?

Top Usability Needs:Effective - I need resources, and the right information

RisksNeeds information she can act on

Goals:Information I can useAnswers to specific questions

Typical Questions:Tell me something newI want the latest!I need <this> information.

Top Usability Needs:Efficient: Give me a search box and I’ll tell you exactly what I want

RisksAlready knows the basics

“I don’t stay on a site long if nothing jumps out at me”

MelissaInfoSeeker

LauraCaregiver

ElizabethExpert

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Let's create some personas....

Start by brainstorming some stories

Quickly brainstorm as many stories as you can about how someone using public transit might need, use, or miss information.

This is rapid sketching with wordsWho is the story aboutWhere are they going / What are they doingWhat might happen:

what information do they need / why do they need it

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HenryCommuter

JimTravels only on vacation

GailTravels into cityWhen needed

P1

P6

P4

#14

181

5 23

Daily use of public transport

Occasional use of public transport

Travels to familiar places

Travels to unknown places

P2

P3

P4P71

1

P8P9

12

#14 1

5Travel to specific places like sports events

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2215

Temp workers at different locations

2521

13

10

28

32

27

33

xx xx

36 3540

P5

17

26

17

P5AnneCommuter plus most local travel

Mrs. HendersonLocal travel2-3x week

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One model for public transit riders

Occasional use

Daily use

Know area well

Unfamiliar with area

Commuters

People who live near the city

Tourists / visitors

Travel for special occasions

People without cars

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And now, let's sketch out the personas

Start from…Your stories

And..Decide on the basics: Name, age, gender, job, familyWhere they live and workHow they get around: do they own a car, use public transit…

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How will you tell the story?

Mary and Leonard Trujillo – The Mudhead Gallery

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What makes a good story?

Stories have Time and place Characters Events

But they also have Emotions Imagery Interaction Motivation metaphor, movement, weather, atmosphere,

happiness, pride, frustration, boredom, joy, smell, anger, pleasure, history, context, time, goals....

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Scenarios + emotions turn into stories

As a [role] I can [do something] so that [benefit]

+

+Imagery + Emotion + Context + Motivation

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Stories turn profiles into personas

Aged 30-4545% married with children65% college educatedUse the web 3-5 times a week

Elizabeth, 32 years old

Married to Joe, has a 5-year old son, Justin

Attended State College, and manages her class alumni site

Uses Google as her home page, and reads CNN online

Used the web to find the name of a local official

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Whose style do you tell the story in

If you are telling a story from research, you start with the way you heard the story. Then, do you:

Use language, terminology, and grammar they way you heard itor Clean up and translate into the language of your team

Are you trying to communicate Research authority and a neutral picture - a “realist tale” Your experience of the story – a “confessional tale” The perspectives of the persona – an “impressionist tale”

John van Mannen – Tales from the Field

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Choose your voiceThird Person Second Person First PersonStory is told about someone, looking at them from the outside

Story is a conversation between the storyteller and another person

Story is told from the point of view of the main character

For example:A UX person telling stories about how several different people responded to a prototype.

Persona stories, especially if there is more than one

For example: Feedback to a participant or other stakeholder,

“Interviewing a persona”

Talking directly to users of a product

For example: A UX person telling the story of their own reactions.

Retelling a story from the point of view of the original experience.

Maintains a distance between “us” and “them”

Creates a direct connection and invites the other person to respond.

Invites the audience to look at the story through the eyes of the character

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3rd person allows you to explain and interpret

Whose words and thoughts are these? Are these things that Mary would say or

are they our interpretation of all the data and stories that went into the Mary persona?

How can we show when we are using her own words?

Mary works as a nurse in a hectic women’s health center for a low-income neighborhood. …Her questions about cancer mostly come from her patients, or from wanting to be sure that she catches any early signs.…She has learned conversational Spanish, so she can talk to her patients for whom this is a first language. …When she looks things up on the Web, she tends to go back to familiar sites

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2nd person creates conversation

How can you show the conversation? Interviews maintain a separation Conversations can also happen

between two personas

Persona by Caroline Jarrett for the Open University

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1st person invites identity

You represent the persona and tell the story from their point of view.

Lets you “get into the head” of the story (an “impressionist tale”)

OR

First person can tell your story of your experience with the person (a “confessional tale”)

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Write a story ..

Add a story for your persona

Focus on imagery, emotion, contextIt can be a story about a detail or small event

Help us understand their personality or emotional context

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Comic books

Narrative visual storytelling can tell a story efficiently

US Army maintenance newsletter in comic book form

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Weave stories into your reports

Identify personas, not just participants

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Cartoons

Show relevant details

Reveal thoughts

Show interactions

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Create an identity

Their identity Timeline Snapshot

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Social media storytelling

Six word (or 140 character) stories can show a Timelines Attitudes Events Interactions

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Make a video

The NCI Cancer Bulletin: http://www.cancer.gov/ncicancerbulletin/101910/page6

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Visual Collage

Color Style Preferences Selections Cultural

markers

http://3libraschild.deviantart.com/

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Introducing personas

Julia’s Journal – JuliaAshtonSayers.blogspot.com

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Personas are a way to communicate

Within a project team Team exercise in creating the personas Stimulus for design discussions For evaluation

Between departments As a basis for comparing and evaluating

projects that touch customers and users

To the whole company A vision of the audience and how the

product will be used

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Get everyone involved in creating the personas The process of creating personas is as important as the final results

Better buy-in for something you have worked on More perspectives included in the personas The process itself is important in understanding others

Use interactive exercises to introduce personas Gives everyone a chance to work with them Validates their perspectives

Ideas Have the group sketch “assumption personas” and then match them to the

created personas. Have small groups write stories for the personas as a way to explore them.

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Introducing personas at National Cancer Institute

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Introducing personas at National Cancer Institute

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Don’t be too protective

Acknowledge that they are a work in progress. Ask for more input Be open to the possibility of further improvement

Accept that there will always be people who will question There’s always corporate politics, “not invented here” syndromes There’s always some skepticism about a new technique

Know that the personas will be stronger if you can incorporate insights from others in some way. If you did your work well, you may find that the “revised” personas aren’t too

different from the original versions

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Make the personas hard to miss

You have to use them if you want everyone else to do so.

Make them part of everyday life Make them visible as posters, display boards, or on the intranet Use them in presentations, meetings, and reports Identify usability participants by the persona they are most like Interview them in internal newsletters

Use them (a lot) In project reviews To solicit input in “hallway reviews”

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Share personas through posters

Make a large version of the personas and post them near meeting rooms or team desks

Use collage materials, and other descriptions, plus: Display photos or plans of typical

work spaces Post quotations that exemplify the

persona’s attitudes Surround them with artifacts Include task lists that connect the

persona to functionality in the product

Follow the UX Leader

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Immersive environments encourage stories

http://www.core77.com/blog/business/core77_toyota_calty_studio_visit_round_2_how_theyre_winning_11167.asp

Ad agencies create rooms that represent the target market for a brand.

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Interviewing the personas

Used to Explore the personas in general Imagine reactions to new ideas

For general information or about a task or feature What questions does the team want to ask the persona? What stories does the persona have to tell? How do the personas talk about the topic in their own words

Tips Be careful to stay true to the research behind the personas Don’t guess – acknowledge gaps in your knowledge

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What questions do we want to ask the personas?

.

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Let’s try interviewing a persona

Pair up: one of you is the interviewer, one is the personas

Interviewers: ask open-ended questions without judgmentPersona: Try to stay in character, and talk in first person

What did we learn

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Keep personas fresh You might add characteristics related to new technologies

Update the types of technology the personas use or are comfortable with Add use (or avoidance) of social media or other types of applications

You can refactor characteristics Are the ages, geographical locations, jobs, roles and other behavior up to

date? Adjust to changes in learning tools in classrooms or other market research

You can add stories or update references to current events Adjust historical references to keep the age of the personas correct Add stories or scenarios from projects

Decide if this is an update, or a whole new persona!

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Changing the mix of personas

You might add or remove personas from the set The OU added courses to appeal to a new type of student, and decided to

downgrade leisure learners in importance NCI decided to look more closely at researchers, and created a small set of

personas to expand the initial, more general one

Over time, some personas may grow together Persona sets often start too large, as they accommodate internal views.

Watch for opportunities to show how behaviors may cross what seem like very different roles.

Finding the right number of personas is an art, not a science

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Keep personas from “going feral”

If the personas start to sound too “good” they may be Do they love everything that the company wants them to love, or behave in

ways that are too obvious? Are they too bland, without any distinguishing characteristics

Challenge this tendency early Ask “Are you sure?” Look for confirmation from other sources It might be a chance to do some research.

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Look through their eyesSwindon Advertiser

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First click analysis (vote with your fingertips)

For any page (especially home pages and landing pages) What part of this page appeals to each persona Where is the most likely “first click” for each persona How easy is it to find? If this page is not for them, is there an “escape route”?

Why Check for balance of needs among personas Ensure no persona is left out of design considerations

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Document the results

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Let personas rate proposed features

Let the personas weigh in to rate ideas for new features or functionality.

Can be part of a formal prioritization exercise. Can focus on relative value of features for different personas

Ask: Would each persona use it (or not)? Would each persona value it (how much and why)? What is the value to the business Would it be a differentiator? What is the “cost” of building it What is the cost of maintaining it

SBI Razorfish, presentation at UPA NYC many years ago76

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Compare value for personas and difficulty for business

IGNOREthese

Work on these LATER

MAYBE include these

Work on theseNOW

LOWTechnical Difficulty

HIGHTechnical Difficulty

LOWBenefit to personas

HIGHBenefit to personas

The Personas Lifecycle – Tamara Adlin and John Pruitt77

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Persona-led Reviews

Look at a site or feature through the eyes of a persona Use the persona's perspective instead of your expert opinion Think about task and context, rather than design guidelines

Why Be sure you are thinking about user experience

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Step 1: Don’t look at it (yet)

Sounds contradictory?

You have only one chance to look at somethingfor the first time and to think about it like a new user.

If you look at it before you try to use it, you’ll see it differently.

If you are reviewing your own material, set it aside for a fewhours before you do the persona / story walk-through.

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Step 2: Write a story

Choose a personaIt lets you think about the experience from their point of view(or assign one person to everyone in the group) If you don’t have personas, write a quick description of one person using the

product.

Write the story Why are they using this product? How do they feel about it? What are their goals? What do they expect to happen?

Think about confident you are that you really know the persona.

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Step 3: Try to use it - as one of the personas

"Channel" your persona. Start where your persona would in the story.

When / how would your persona get the document?(Open the envelope.)

Where would your persona start in the web story?(Know the URL? Go to Google?)

Go through the content (document, web site, web topic, web page) as if you were the persona carrying out the persona's story.

Take notes of what works well and what does not.

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http://www.raleighnc.gov/transit/

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Step 4: Compare notes

How similar or different were the experiences?

Look for relationship problems Are the personas and business goals in alignment or conflict?

Look for conversation problems Did the persona understand what the site does, and how to interact with it.

Look for appearance problems Did the personas have a positive reaction to the visual design?

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Personas-led heuristic review

Ginny Redish and Dana Chisnell did a large review of 50 websites for AARP using previously developed personas and guidelines.

http://redish.net/articles-slides/articles-slides-older-adults

“The persona’s observations were much like the think aloud commentary during an exploratory (diagnostic) usablity test.”

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Designing with personasTomorrow and Tomorrow

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Use personas to frame design ideasOur products have different names in different countries, so it can be hard to manage international customer service.

Let’s think about how we could make it better. What if it went something like this...

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Stories can kick off design brainstorming

Points of pain stories – show a problem

Stories based on analytics – show behavior

Springboard or brainstorming stories – set up a situation

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Mary was filling in on payroll while Kathy, the office manager, was away. On Thursday, Kathy left her a message to remind her about some special bonus checks for that week.

Mary had not used the payroll program for a while, and only remembered that special checks could be difficult. Reading the post-it notes on the wall next to the computer, she scanned for instructions, and was relieved to find one for bonuses.

She tried to follow the brief notes. She found the right screen .. Or thought she had. But none of the instructions seemed to line up. Was she going to have to call Kathy on her vacation?

Show a point of pain

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Stories are not a detailed task analysis

Focus on the story Establish the scene with imagery What’s the time-frame? What’s the emotional context

Think about the persona’s perspective How do they see the events or interaction? What words do they use? Style of language? What are the boundaries of the story from their point of view? (Hint: it

might not be your product!)

Don’t use the story to describe all of the details in the user interface.

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Use (relevant) details to compare and contrast Include details outside of their interaction with your product, but

connect them to behavior that is relevant. Example: How central to their lives is this activity?

Think about counter-intuitive details Example: The youngest persona may not be the most technology savvy or

have the most advanced mobile technology.

Show interactions with other products, organizations, or activities Example: Using recipe sites shows how nurses will use complex search

when they understand the context.

Add a little human interest Example: What kind of pets do all the personas have? What sport do they

play? What books are they reading?

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Brainstorming with stories

Challenge yourself (or a group) to come up with lots of quick examples of problems Tie each one to a persona, so it’s specific and concrete, rather than abstract

Go for quantity – don’t spend a lot of time on each one. Identify the problem Write a story in a sentence or two to illustrate the problem

Then go through the list and brainstorm a new story What one thing can you change to solve the problem?

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Personas keep design work grounded Bring personas to design

sessions Use the personas to work

through design problems Role play to explore

differences in how the personas react to different designs

Consider not just what they would do, but their preferences

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Role play (or Informance)

Used to Explore how a persona interacts with a product or each other Extend a persona-led review into a broader focus

For exploring a feature or interaction Use the same basic process as a persona-led review, but personas have

more scope to explore and tell stories. One person can act as the moderator, asking questions and encouraging

interaction between the personas

Tips Be careful to stay true to the research behind the personas Don’t guess – acknowledge gaps in your knowledge

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Structure the story to help make your point clear

Some stories are a simple narrative Prescriptive structure

Framing structures create contrast Me - Them - Me Here - There - Here Now - Then - Now

Stories can explain a situation or set a context Layered Contextual interlude Journeys show obstacles overcome A hero’s journey

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Story structures: the frame

Framing structures create contrast Me - Them - Me Here - There - Here Now - Then - Now

The opening frameSets the stage Current situation

The comparisonAnother frame of:TimePerspectivePlace

Complete the frameResolves the contrast

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Frame exampleOpening Frame When Melissa needed a new window shade, she had a

mental picture of what she wanted. It had to roll up and down, and needed to be 50 inches wide. So she searched online…. One of the sites had customer reviews, so she could see what others were saying about the models she was considering.

Contrast Frame When Melissa’s mother needed a new window shade, she too had a mental picture of what she wanted. She thought about all the Manhattan stores she knew well ... Then she picked up the phone and called a few of her friends and asked them for suggestions. Her friends helped her narrow down the list of stores she would visit to find just the right shade.

Resolution Melissa found the shade that was the best match to her mental picture and budget. And in the process, Melissa never had to leave the comfort of her own home. Which is good because living in her particular neck of Northern Vermont means that Melissa’s a little removed from malls.

Storytelling, page 225

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Story structures: the journey

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Journey example

Think of any story that involves technical support!

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Create a story of a future, better, trip that your persona takes

Your choice of mediumWordsComicsCartoonsSocial mediaCollage

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Find them in the wildCoral reef in Ras Muhamad Nature Park

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Match participants to personas

They started life as a way to analyse data from the real world. Now make sure that you can match the personas up with the people you meet in user research and usability testing.

Use the personas to identify research participants Find new stories to keep making the personas even richer

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Recruit usability participants to persona demographics

102

Job/role

Education

Age

Goals

Web/technology use

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Matching participant screening questions to persona demographics

Question Match to personas?

What this indicates in the personas

What is your job title? Yes Seniority and type of job

What industry do you work in? No – recruit a mix  

How many years have you been a member?

Yes Relationship to organization

How many professional conferences did you attend in the past year?

Yes  

Indicators of depth and breadth of relationship and activity in professional development groups

Are you a member of any SIGs or societies?

Yes

Are you active in your professional organization

 

Yes

What country do you work in No – recruit a mix  

What is your age? Yes Stage of career

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Persona stories become evaluation tasks

They give you a broad range of scenarios and perspectives to draw on.

They make test tasks more realistic, because they trace back to user research.

Write them like brainstorming stories, setting up the situation, and then asking the participant to “finish the story”

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Participants can set their own tasks

Use the persona stories to write the beginning of a scenario and use it to launch tasks, following the participant’s own interests Start with a brief interview to get to know them

(and try to identify the persona they best match) Ask them to identify a situation similar to the one you want to test

(be ready with a scenario if they don’t come up with one) Use their story as the first task. Let them work in their own way. Then, use your pre-written tasks, adjusting them to their situation

You have to Know the site or material well, so you can think on your feet Be aware of issues that differences in content can make Decide in advance how you will analyze for “success”

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Example from the OU

Opening Interview Ask participant about their interest in university study, subjects, goals. How far along in their search are they?Ask them what questions they want to know [know |or| about any university they consider.

Self-directed Task Choose one of their questions, and ask them to find the answer about the OU. [ Start from blank screen |or| OU home page.

Our Tasks Use the following tasks, but adjust how it is stated, to include their interests:

• What programs does the OU offer in [subject]?

• For someone [in their situation], what is the best choice for their first course?

• What qualification might they work towards?• How long will it take to earn that qualification?

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Carol

Jacob

Lea Emily

Steven

Maria Trevor

Vishnu

Bring the outside inside

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Create the stories you want other people to tell

What connections do you want to make?

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Storytelling for User Experiencewith Kevin BrooksGlobal UXwith Daniel SzucA Web for Everyonewith Sarah Horton

http://rosenfeldmedia.com/books/a-web-for-everyone/

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Whitney [email protected]@whitneyq

Center for Civic [email protected]@ChadButterfly

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Carol

Jacob

Lea Emily

Steven

Maria Trevor

Vishnu

Accessible UX Personas

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Personas can have a surprise ending

Maria• Community health

worker• Married with grown

children• Smartphone is her

primary computer

Emily• Graduated from high

school and working on a college degree

• Lives in a loft with a group of friends

• Works part-time at a local community center

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Maria

Maria"I love this. It's all here...when I can find it."

Ability: Prefers Spanish language sites. Needs instructions written clearly

Aptitude: Adventurous, but not very proficient

Attitude: Thinks it’s wonderful to have her favorite websites with her at all times

Assistive Technology: Skype, online translation sites

The data picture: 17.8 million people in the US speak English

"less than well" Latino adults are more likely to use moile

devices and search.

• 49 years old• Community college +

healthcare certificate• Married, grown

children• Spanish – English

bilingual• Community health

worker• Smartphone from her

phone service, home computer primarily her husband’s, for his work

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Jacob

"The right technology lets me do anything."

Ability: Blind since birth Aptitude: Skilled technology user Attitude: Digital native, early adopter, Assistive Technology: Screen reader,

audio note-taker, Braille display The data picture:

People with visual disabilities make up 2.6% of the population.

In the US about 1.8 million people can't easily see printed words

Only about 10% of peple who are blind read Braille

• 32 years old• College graduate, legal

training courses• Shares an apartment

with a friend• Paralegal, reviews

cases and writes case summaries

• Laptop, braille display, iPhone

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Nam

e, role/tagline

Dem

ographicsB

ackground story

Goals

Em

otions

Usability needs

Scenarios

Info needs

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PersonaGoal and Scenario

First reaction Interaction/path Outcome

Persona-Led Review Worksheet

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Whoare they?

Whereare they going?

Whatmight happen?

Whoare they?

Whereare they going?

Whatmight happen?

Whoare they?

Whereare they going?

Whatmight happen?

Whoare they?

Whereare they going?

Whatmight happen?


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