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What is User Experience (UX)?
How Someone Feels About Using a Product or Service
Designing the Hospital Visitor Experience
Surgery at Cooper Hospital in Camden, NJ
Good Design Doesn’t Happen by Accident
What Do UX Practitioners Do?
“I make websites easy to use.”
Working With Others to Solve Design Problems
It’s Not Just About the User
Business Goals
User Needs
Technical Constraints
UX
Understanding Your Audience
Americans Love Cup Holders
Americans Love Cup Holders
How Do You Understand Your Audience?
How Can You Understand Your Audience if You Can’t Talk to or
Study Them?
Workshop Exercise
Kevin M. Hoffman
Better Meetings & Collaboration http://www.kevinmhoffman.com
Meet Our Client
The Problem:De"ne a New Mobile Strategy
Mobile = Phones, Tablets,
iPods, eReaders, etc.
Client Goals
• Make Mobile Purchasing Easy
• Facilitate Sharing of Petsmart Content Through Mobile
• Keep Customers Coming to Brick & Mortar Locations
• Engage Customers with Services, Not Just Merchandise
• Improve Brand Presence
Not Just Pet Supplies
• Adoption
• Grooming
• Training
• Boarding
• “Doggy Day Camp”
Sorry, No Budget for User Research
We’ll Gather What We Know About Our Audience
Off the Cuff Ideas
Write Down 5 Ideas for a Mobile Strategy
Let’s Brainstorm Ideas
Goal: Brainstorm Ideas for Mobile
Strategy
First, We’ll Be Generating Ideas on Our Own
Quantity, Not Quality
Be Creative with Ideas!
Let’s Humanize Our Users So We Can Brainstorm on Their Behalf
Ben, Law School Student
Ben’s a student on a shoe string budget. He and his long term girlfriend are moving in together to save money.
His 20 gallon freshwater "sh tank has a tiny crack at the top & he’s hoping he can move it into his girlfriend’s place without breaking it. He’s also low on "sh food.
What Would Ben Want to Do At the Store?
• One Idea Per Sticky Note
• Write With Sharpies
• Keep Ideas Brief, Technology-Agnostic, Speci"c
Periwinkle
• No: Look for Pet Food, Look for Pet Food on iPhone
• Yes: Find Fish Food on Sale, Find “Fishy Coupons” Hidden Throughout Store
Pink
Ben, Law School Student
Ben’s a student on a shoe string budget. He and his long term girlfriend are moving in together to save money.
His 20 gallon freshwater "sh tank has a tiny crack at the top & he’s hoping he can move it into his girlfriend’s place without breaking it. He’s also low on "sh food.
What Would Ben Want to Do Before Arriving At the Store?
Pink
What Would Ben Want to Do After Leaving the Store?
Pink
Kim, Physical Therapist & Mom of 2
Kim’s 10 year old yellow lab, Charlie, is starting to show his age.
He’s been sick lately and she’s trying to "nd time for a vet appointment. She’s wondering if there’s anything she can buy or do to help him in the meantime.
What Would Kim Want to Do Before Arriving at the Store?
PurpleSeafoam Green
Kim, Physical Therapist & Mom of 2
Kim’s 10 year old yellow lab, Charlie, is starting to show his age.
He’s been sick lately and she’s trying to "nd time for a vet appointment. She’s wondering if there’s anything she can buy or do to help him in the meantime.
What Would Kim Want to Do At the Store?
PurpleSeafoam Green
What Would Kim Want to Do After Leaving the Store?
PurpleSeafoam Green
Kathleen, AccountantKathleen just got her "rst apartment and is excited to adopt a cat. Her family had to get rid of their cat years ago when they realized her younger brother was allergic. She has no cat food or supplies yet.
She wants to make sure she gets a really friendly and lovable cat.
What Would Kathleen Want to Do Before Arriving at the Store?
Seafoam GreenPurple
Kathleen, AccountantKathleen just got her "rst apartment and is excited to adopt a cat. Her family had to get rid of their cat years ago when they realized her younger brother was allergic. She has no cat food or supplies yet.
She wants to make sure she gets a really friendly and lovable cat.
What Would Kathleen Want to Do At the Store?
Seafoam GreenPurple
What Would Kathleen Want to Do After Leaving the Store?
Seafoam GreenPurple
Let’s Get Into Groups
As a Group
• Put All Your Stickies on the Wall
• Group Similar Stickies Into Clusters
• Put Duplicates on Top of Each Other
• Color Doesn’t Matter
PeriwinkleLabel Each Cluster with a Periwinkle
Sticky
Everyone in Your Group: Put a Dot on 1 Task You Feel is Important
Everyone in Your Group: Put a Star on One Important Task that
Surprised You
Share Out!
Discuss Dots and Stars
Tell Us About Your Process
How Can a Mobile Strategy Support these Tasks?
Dotted & Starred Stickies
How Can We Use This Exercise at Our Jobs?
With Your Internal Team?
• Crowdsource Ideas
• Generate Ideas on Behalf of Users
• Bring People Into Your Process
With a Client?
• Learn their Perspective of User Needs
• Compare Client Perspective to Research
• See Dissenting Viewpoints/Opinions
• Bring the Client Into the Process
Wrapping Up
How Do I Learn More About UX?
Get Involved In Local UX Groups
UX Books
Podcasts & Articles
Podcasts
• UIE Brain Sparks http://www.uie.com/brainsparks/topics/podcasts/
• The Big Web Show http://5by5.tv/bigwebshow
UIE Brain Sparks Podcasthttp://goo.gl/vexl
UX Publications
• User Interface Engineering (UIE) http://www.uie.com/
• A List Apart http://www.alistapart.com/
• UX Magazine http://uxmag.com/
• UX Matters http://uxmatters.com/
• Adaptive Path http://adaptivepath.com/ideas
• 20 Tips for Your Next Moderated Usability Test http://goo.gl/zD9bvt
• How To Conduct A Usability Test On A Mobile Device http://goo.gl/DRBFs
• Recruiting Better Research Participants http://goo.gl/NuEdp
• Unmoderated, Remote Usability Testing: Good or Evil? http://goo.gl/0GEi9
• How to Shop for Unmoderated Usability Testing Tools http://goo.gl/IgNGz
Usability Testing Articles
