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AUXStateofMindFRIDAY, MARCH 4, 2016
GSLIS CORPORATE ROUNDTABLE
@melindamiller @CateKompare
@jason_berg
Whatis UserExperience?
Where does it come from?
User Experience Designer
Information Architect
User Researcher
Interaction Designer
Usability Analyst
Content Strategist
Taxonomist
Product Designer
Experience Architect Visual/
Graphic Designer
User Needs
Business Goals
Technical Constraints
UX
Wireframes
Usabilitytest
Contentinventories
Affinitydiagrams
BPMNdiagrams
Blueprint
Customerjourneymap
UserStories
Personas
Compe??veAudit
StakeholdersInterviews
Storyboards
UserFlow
TaskAnalysis
Taxonomies
ContentAudit
Heuris?cAnalysis
UseCasesandScenarios
A/BTest
CardSor?ng
Sketches
Prototypes
Myth of genius designer
Today’sAgenda1. Facing a complex problem
2. Involving other people
3. Addressing the right problem
4. Defining done
HowdoUXprofessionalsfaceacomplexproblem?
We start with discovery (or research)
Don’t ask people what they want. We find out what they need.
Interviews Observa^on
Surveys Ac^vi^es
Usability tes^ng Help desk logs
Case Study: University of Illinois at Chicago (UIC)
Library
CASESTUDY
CASESTUDY
ACTIVITY
What do they see?What do they think?
What do they say?What do they hear?
What do they do?What do they feel?
Empathy Map
1. Identify your top target user groups. They could be internal.
2. Choose a specific group. Then get more specific. Give them a name and a job or title.
3. What question do you have for them? Write it down.
4. Now, get empathetic. Fill out each section to the right with real, sensory experiences.
5. Check your work. Have someone else in your organization look through and add details.
Name:
Job/Title:
Question:
Stakeholders are people, too
In 1963, the Stanford Research Ins^tute defined the concept of a stakeholder “as those groups without whose support the organiza^on would cease to exist. Your research should include anyone without whose support your project will fail.”
JustEnoughResearch by Erika Hall
Case study: A tale of two colleges
CASESTUDY
CASESTUDY
How do UX professionals face a complex problem?
Weworktounderstandthepeopleandcontextoftheproblemwe’retryingto
solve.
HowdoUXprofessionalsgetother
peopletohelpussolveit?
We invite them to join in
Case Study: MTD
CASESTUDY
CASESTUDY
Case Study: UIC
CASESTUDY
CASESTUDY
CASESTUDY
CASESTUDY
• Mee^ng face-to-face and engaging in complex
conversa^ons builds trust.
• Co-crea^ng solu^ons with the whole team helps people understand and empathize with different perspectives.
• Bringing people together helps build alignment on decisions and solu^ons.
• Gegng people to design solu^ons together creates
advocates that will accelerate change.
How do UX professionals get other people to help us solve it?
Weinvitethemtojoinin.
HowdoUXprofessionalsknowtheyaresolvingthe
rightproblem?
Analyze Synthesize Communicate
Analyze
Insert Pixo picture
Synthesize
Draw a picture of how to make toast. That is, darkened crispy
bread. Use no words in your diagram. Try to illustrate the important ac^ons
to someone who has never made toast before.
ACTIVITY
Communicate
How do UX professionals know they are solving the right problem?
Weanalyzewhatwe’velearnedandlookatitfromanewanglewithour
stakeholders.
HowdoUXprofessionalsknowwhenthey’redone?
CASESTUDY
Measure
• All support pages are rated helpful or very helpful by users
• X% of new visitors to our dedicated landing pages are subscribing to the email newsleier
Site analy^cs
Search analy^cs
How do UX professionals know when they’re done?
Wetestandmeasure,but…
Incorpora^ng UX
Q&A