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FAST, EASY USABILITY TRICKS
FOR BIG PRODUCT IMPROVEMENTS
             Chris Nodder
     Chris Nodder Consulting LLC
chris@nodder.com
        @uxgrump
questionablemethods.com




        Taming evil interfaces
    Creating heavenly experiences
One week to set a product vision
and high level design that the
whole team understands and uses
to plan and build the product
× 1847
Easy process- just 5 steps
1.   Find some users to watch
2.   Interpret what they tell you without bias
3.   Create actionable product ideas
4.   Turn your ideas into designs
5.   User test your designs

…all before you even start coding!
1. Find some users to watch
• Work out who you care about
  – If you say “everyone,” you need better
    product definition
• Seek them out in their environment

• We chose General Managers and Assistant
  Managers/Front Desk Managers
But we already listen to our users…
Surveys: good at reinforcing your biases
Metrics: tell you what, but not why
Focus groups: tell you ???




              “Get out of the building”
Fast, easy usability tricks for big product improvements
Fast, easy usability tricks for big product improvements
Field observation
• DO:
  –   At least 3 visits per user type, preferably more
  –   Take lots of hand-written notes
  –   Engage (smile)
  –   Ask open-ended behavioral questions
  –   Ask for examples (times when “it” happened)
• DON’T:
  – Engage in conversation
  – Sell them on your cool product idea
  – Ask them to predict the future
2. Create an experience map
• Every observation goes on a sticky note
• Every sticky note goes on the wall
• Sticky notes are grouped into tasks
• Tasks are arranged chronologically
• If you think of design ideas, add them on
  a different colored sticky note
• If you think of more questions, add them
  on a different colored sticky note
User Goal    Quote


              User
Pain point
             action
User
 Activity


User Task             User Task


User Goal    Quote    User Goal    Quote


              User                  User
Pain point            Pain point
             action                action
Fast, easy usability tricks for big product improvements
Successful experience maps
• Making the map is a data party
• Bring everyone who was on visits into the room at the
  same time
• Everyone writes and places their stickies at the same
  time
• Welcome disagreements – they highlight where the
  interesting stuff is
• Focus on user pain points (resolving those in your
  product is a big win)
• Information radiator: Put the finished map in a busy
  place
• Bias is reduced by multiple observations, and by
  focusing on the problem not the solution
3. Create actionable product ideas
• Extract product ideas from the experience
  map
  –   Look at the User Activities from your map
  –   Choose areas that are broken (pain points)
  –   Work out what user roles (personas) are involved
  –   Write stories that say how the personas could
      use your (new) product to solve their problems*
• Don’t describe specific UI yet… that’s the
  next step. Instead, describe behaviors and
  outcomes
                        *These are similar to use cases, but I prefer to
                         use real people or personas as “the user”
Fast, easy usability tricks for big product improvements
Glenda has installed her waffle-maker.
It is pretty messy so she puts down
foil, but doesn’t know if that’s ok. She
called support, they give her the
standard but nothing more than the
standard. She feels stuck. Support
walks Glenda to Sharecast.               Glenda sees other posts that may be
                                         relevant to her. She recognizes that
She’s never been to Sharecast before Diana is the author of a lot of these
so she sees the first-time user screen. posts. She clicks on Diana, opening
She goes the search box and types in     her profile. There she sees a full list of
waffles. She clicks on the top-ranked    all of Diana’s posts.
answer, reads the post, finds it helpful.
                                            She sees a post that she wants to
                                            contribute to. She leaves her
                                            contribution as a comment on that
                                            post. Glenda wants to build a
                                            relationship with Diana, since she
                                            finds her content so useful. Glenda
                                            reaches out to Diana via Diana’s
                                            preferred contact method.
Fast, easy usability tricks for big product improvements
4. Turn your ideas into designs
• Hold a design charrette!
   – Choose one scenario and get every team member to sketch a
     design solution before the meeting
   – The sketch can be UI, a comic book/storyboard, or anything
     else that gets an interaction idea across. Artistic ability isn’t
     important
   – Each individual presents their sketch to the group
   – All sketches are pinned on the wall
   – Everyone “dot votes” the concepts they like
• Do another round, or a smaller group takes all the good ideas
  and creates a new summary sketch

• If you have a UI expert on the team, you can use this as a
  critique session to teach good basic UI principles as well (for
  instance Nielsen’s 10 heuristics*)

                               * www.useit.com/papers/heuristic/heuristic_list.html
Fast, easy usability tricks for big product improvements
Build a paper prototype
• Take the best UI ideas from the charrette
• Draw just the interface elements needed to enable
  the scenario
   – This way you avoid feature creep and create the
     minimum viable product
• Have one person read the scenario out loud while
  another works through the UI
   – Because the scenario describes behaviors and
     outcomes, it should be easy to see if the UI meets the
     criteria
• Tip: Create each UI element on a separate piece of
  paper so that you can rearrange them or remove
  them without re-drawing everything
Glenda has installed her waffle-maker.      [ ] Sharecast       Search
It is pretty messy so she puts down
foil, but doesn’t know if that’s ok. She
called support, they give her the               First time User?
standard but nothing more than the
standard. She feels stuck. Support
walks Glenda to Sharecast.
                                                “Waffles” Search Results
She’s never been to Sharecast before               Result 1
so she sees the first-time user screen.
                                                   Result 2
She goes the search box and types in
waffles. She clicks on the top-ranked              Result 3
answer, reads the post, finds it helpful.
                                                              Post (result 1)

                                                        Waffles waffles waffles
                                                        waffles waffles waffles
“The length of a healthy story is determined by
 the least number of steps absolutely essential
 to secure the hero’s objective.”
                      David Mamet “On Directing Film”
Fast, easy usability tricks for big product improvements
Fast, easy usability tricks for big product improvements
Fast, easy usability tricks for big product improvements
Fast, easy usability tricks for big product improvements
Fast, easy usability tricks for big product improvements
5. Run a user test*
•   Use your paper prototype
     – You don’t need code to run a user test. It’s amazing how much you can mock up with
       paper.
•   Warm bodies
     – Your users don’t have to be very representative for early tests – the interaction ideas
       should be understandable by most experienced computer users
     – About 5 users is enough to be sure that the problems you see are real
•   Tasks
     – Use your scenarios to write tasks for users to perform
     – Make sure that the wording of tasks doesn’t give away the answer
•   Observers
     – Team members watch (remember the duct tape)
     – They write down quotes, observations. Save “solutions” until after the sessions
•   Reward
     – Find something to say thank you to participants. Movie tickets, marketing give-
       aways, etc.
•   Output
     – A list of issues with the prototype. Fix them (and re-test if necessary) before coding



                                      *Users test the prototype, you don’t test users
Glenda has installed her waffle-maker.
It is pretty messy so she puts down
foil, but doesn’t know if that’s ok. She
called support, they give her the
standard but nothing more than the
standard. She feels stuck. Support
                                            You are the manager of a hotel in
walks Glenda to Sharecast.
                                            Chicago. You offer a buffet breakfast.
                                            The waffle makers in the breakfast
She’s never been to Sharecast before
                                            room get really messy and you want
so she sees the first-time user screen.
                                            to know if there is a good way of
She goes the search box and types in
                                            dealing with this.
waffles. She clicks on the top-ranked
answer, reads the post, finds it helpful.
                                            See whether you can find out how to
                                            deal with the messy waffle makers.
Fast, easy usability tricks for big product improvements
Fast, easy usability tricks for big product improvements
Now you can start writing code
• It’s crazy that people consider starting to
  write code before knowing what to build
• Instead, everyone goes on visits, creates
  the experience map, participates in
  charrettes, watches studies
• Everyone should be too busy to write
  code!
Whatever happened to Sharecast?
• One week of planning meant a very fast, smooth
  implementation
  – 6 months of one developer, one designer, one
    project manager (all with other responsibilities)
• User tested wireframes, alpha, beta releases
  – Easy to make course corrections, no “gotcha” issues.
  – Alpha and beta testers built out community
• Around 70% of views are from returning
  visitors, people spend an average of 15 minutes
  per visit and in that time they view around 14
  pages.
Fast, easy usability tricks for big product improvements
The launch was a big success. When it was
announced at conference in a room full of
1800 General Managers the Alpha and
Beta participants spontaneously cheered
and applauded, which was SUPER cool.
There is a lot of activity and energy on the
site.
    Brian Donovan, Director, Root Learning

                      I just wanted to say thank you for your posts on
                      Sharecast. I am a front desk agent and my career
                      dream goal is to be a GM of a Hampton Inn and I
                      love your enthusiasm and ideas that you have shared
                      with us. I have a journal that I write things down in
                      to remember for later and I've written several of
                      your ideas down to one day implement on my own
                      and hopefully at my own property.
                                     e-mail from a “Searcher” to a “Sharer”
Recap: 5 easy steps
1.   Find some users to watch
2.   Interpret what they tell you without bias
3.   Create actionable product ideas
4.   Turn your ideas into designs
5.   User test your designs

…all before you even start coding!
Benefits
•   Great team bonding experience
•   Cheap
•   Easy to interpret results
•   Fast way to improve the product
•   Long-lasting value
•   Stops arguments – you have real data
chris@nodder.com
        @uxgrump
questionablemethods.com




        Taming evil interfaces
    Creating heavenly experiences

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Fast, easy usability tricks for big product improvements

  • 1. FAST, EASY USABILITY TRICKS FOR BIG PRODUCT IMPROVEMENTS Chris Nodder Chris Nodder Consulting LLC
  • 2. chris@nodder.com @uxgrump questionablemethods.com Taming evil interfaces Creating heavenly experiences
  • 3. One week to set a product vision and high level design that the whole team understands and uses to plan and build the product
  • 5. Easy process- just 5 steps 1. Find some users to watch 2. Interpret what they tell you without bias 3. Create actionable product ideas 4. Turn your ideas into designs 5. User test your designs …all before you even start coding!
  • 6. 1. Find some users to watch • Work out who you care about – If you say “everyone,” you need better product definition • Seek them out in their environment • We chose General Managers and Assistant Managers/Front Desk Managers
  • 7. But we already listen to our users… Surveys: good at reinforcing your biases Metrics: tell you what, but not why Focus groups: tell you ??? “Get out of the building”
  • 10. Field observation • DO: – At least 3 visits per user type, preferably more – Take lots of hand-written notes – Engage (smile) – Ask open-ended behavioral questions – Ask for examples (times when “it” happened) • DON’T: – Engage in conversation – Sell them on your cool product idea – Ask them to predict the future
  • 11. 2. Create an experience map • Every observation goes on a sticky note • Every sticky note goes on the wall • Sticky notes are grouped into tasks • Tasks are arranged chronologically • If you think of design ideas, add them on a different colored sticky note • If you think of more questions, add them on a different colored sticky note
  • 12. User Goal Quote User Pain point action
  • 13. User Activity User Task User Task User Goal Quote User Goal Quote User User Pain point Pain point action action
  • 15. Successful experience maps • Making the map is a data party • Bring everyone who was on visits into the room at the same time • Everyone writes and places their stickies at the same time • Welcome disagreements – they highlight where the interesting stuff is • Focus on user pain points (resolving those in your product is a big win) • Information radiator: Put the finished map in a busy place • Bias is reduced by multiple observations, and by focusing on the problem not the solution
  • 16. 3. Create actionable product ideas • Extract product ideas from the experience map – Look at the User Activities from your map – Choose areas that are broken (pain points) – Work out what user roles (personas) are involved – Write stories that say how the personas could use your (new) product to solve their problems* • Don’t describe specific UI yet… that’s the next step. Instead, describe behaviors and outcomes *These are similar to use cases, but I prefer to use real people or personas as “the user”
  • 18. Glenda has installed her waffle-maker. It is pretty messy so she puts down foil, but doesn’t know if that’s ok. She called support, they give her the standard but nothing more than the standard. She feels stuck. Support walks Glenda to Sharecast. Glenda sees other posts that may be relevant to her. She recognizes that She’s never been to Sharecast before Diana is the author of a lot of these so she sees the first-time user screen. posts. She clicks on Diana, opening She goes the search box and types in her profile. There she sees a full list of waffles. She clicks on the top-ranked all of Diana’s posts. answer, reads the post, finds it helpful. She sees a post that she wants to contribute to. She leaves her contribution as a comment on that post. Glenda wants to build a relationship with Diana, since she finds her content so useful. Glenda reaches out to Diana via Diana’s preferred contact method.
  • 20. 4. Turn your ideas into designs • Hold a design charrette! – Choose one scenario and get every team member to sketch a design solution before the meeting – The sketch can be UI, a comic book/storyboard, or anything else that gets an interaction idea across. Artistic ability isn’t important – Each individual presents their sketch to the group – All sketches are pinned on the wall – Everyone “dot votes” the concepts they like • Do another round, or a smaller group takes all the good ideas and creates a new summary sketch • If you have a UI expert on the team, you can use this as a critique session to teach good basic UI principles as well (for instance Nielsen’s 10 heuristics*) * www.useit.com/papers/heuristic/heuristic_list.html
  • 22. Build a paper prototype • Take the best UI ideas from the charrette • Draw just the interface elements needed to enable the scenario – This way you avoid feature creep and create the minimum viable product • Have one person read the scenario out loud while another works through the UI – Because the scenario describes behaviors and outcomes, it should be easy to see if the UI meets the criteria • Tip: Create each UI element on a separate piece of paper so that you can rearrange them or remove them without re-drawing everything
  • 23. Glenda has installed her waffle-maker. [ ] Sharecast Search It is pretty messy so she puts down foil, but doesn’t know if that’s ok. She called support, they give her the First time User? standard but nothing more than the standard. She feels stuck. Support walks Glenda to Sharecast. “Waffles” Search Results She’s never been to Sharecast before Result 1 so she sees the first-time user screen. Result 2 She goes the search box and types in waffles. She clicks on the top-ranked Result 3 answer, reads the post, finds it helpful. Post (result 1) Waffles waffles waffles waffles waffles waffles
  • 24. “The length of a healthy story is determined by the least number of steps absolutely essential to secure the hero’s objective.” David Mamet “On Directing Film”
  • 30. 5. Run a user test* • Use your paper prototype – You don’t need code to run a user test. It’s amazing how much you can mock up with paper. • Warm bodies – Your users don’t have to be very representative for early tests – the interaction ideas should be understandable by most experienced computer users – About 5 users is enough to be sure that the problems you see are real • Tasks – Use your scenarios to write tasks for users to perform – Make sure that the wording of tasks doesn’t give away the answer • Observers – Team members watch (remember the duct tape) – They write down quotes, observations. Save “solutions” until after the sessions • Reward – Find something to say thank you to participants. Movie tickets, marketing give- aways, etc. • Output – A list of issues with the prototype. Fix them (and re-test if necessary) before coding *Users test the prototype, you don’t test users
  • 31. Glenda has installed her waffle-maker. It is pretty messy so she puts down foil, but doesn’t know if that’s ok. She called support, they give her the standard but nothing more than the standard. She feels stuck. Support You are the manager of a hotel in walks Glenda to Sharecast. Chicago. You offer a buffet breakfast. The waffle makers in the breakfast She’s never been to Sharecast before room get really messy and you want so she sees the first-time user screen. to know if there is a good way of She goes the search box and types in dealing with this. waffles. She clicks on the top-ranked answer, reads the post, finds it helpful. See whether you can find out how to deal with the messy waffle makers.
  • 34. Now you can start writing code • It’s crazy that people consider starting to write code before knowing what to build • Instead, everyone goes on visits, creates the experience map, participates in charrettes, watches studies • Everyone should be too busy to write code!
  • 35. Whatever happened to Sharecast? • One week of planning meant a very fast, smooth implementation – 6 months of one developer, one designer, one project manager (all with other responsibilities) • User tested wireframes, alpha, beta releases – Easy to make course corrections, no “gotcha” issues. – Alpha and beta testers built out community • Around 70% of views are from returning visitors, people spend an average of 15 minutes per visit and in that time they view around 14 pages.
  • 37. The launch was a big success. When it was announced at conference in a room full of 1800 General Managers the Alpha and Beta participants spontaneously cheered and applauded, which was SUPER cool. There is a lot of activity and energy on the site. Brian Donovan, Director, Root Learning I just wanted to say thank you for your posts on Sharecast. I am a front desk agent and my career dream goal is to be a GM of a Hampton Inn and I love your enthusiasm and ideas that you have shared with us. I have a journal that I write things down in to remember for later and I've written several of your ideas down to one day implement on my own and hopefully at my own property. e-mail from a “Searcher” to a “Sharer”
  • 38. Recap: 5 easy steps 1. Find some users to watch 2. Interpret what they tell you without bias 3. Create actionable product ideas 4. Turn your ideas into designs 5. User test your designs …all before you even start coding!
  • 39. Benefits • Great team bonding experience • Cheap • Easy to interpret results • Fast way to improve the product • Long-lasting value • Stops arguments – you have real data
  • 40. chris@nodder.com @uxgrump questionablemethods.com Taming evil interfaces Creating heavenly experiences

Notas del editor

  1. Taming evil interfaces/Creating heavenly experiences
  2. Using a case study to describe the process, so you can tell it’s not just bullshit.
  3. Going to use an example from some client work I did last year to show how quickly and easily you can create a user-centered design.We used a process that I’ve found works really well – it’s what I do with most clients in this position. Hampton is a focused service brand within the Hilton Worldwide family. Over 1800 Hotels in 10 countries.Selected as the 2012 number-one franchise in Entrepreneur magazine’s “Annual Franchise 500” for the second consecutive year
  4. It all hinges on being user-centric. Once you watch some users, you replace opinions with data. Of course, the trick is to replace opinions with GOOD data rather than biased data (that only hurts YOU in the end)The whole team has to be bought in. It’s best if they all watch users. If they can’t there are ways to help them understand users’ issuesThe whole team can help turn observations (problem statements) into designs (potential solutions)Then, you have to check that what you designed fits with users’ expectations, closing the feedback loop with users again.
  5. In my experience, focus groups tell you what you want to hearSteve Blank, Eric Reis - Lean Startups begin with this type of work before they even have product ideasWhat you need is Guided observation. Watching real user behavior in a natural environment tells you the pain points users have. If you fix these, users will love you.
  6. Only two things you need for a field visit
  7. You are going to end up with a LOT of data. Now you need a way to bring it all together. It’s not numbers, so you can’t just run some statistics. Luckily, we have ways of dealing with this, such as experience maps.
  8. Every time someone on the team says “but what about…?” write a question stickyEvery time someone starts trying to design a solution, write a design idea sticky and then MOVE ON
  9. Group tasks together, then group tasks into activities. Now lay out the activities in order.
  10. The experience map tells a story. It can be used to help people who weren’t on the visits understand what users do.
  11. This is affinity diagramming on steroids. If you’ve done that before, you can do this easily. ROLL the paper, don’t fold it (then the stickies stay on better)The map is an information radiator
  12. Do scenario writing in pairs – you don’t need too many people involved, but you do need a sanity check.
  13. Charrette = Critiqued presentation after intensive individual workThought to originate from the École des Beaux-Arts in Paris in the 19th century, the word charrette is from the French for "cart" or "chariot."It was not unusual for student architects to continue working furiously, at the last minute, on the illustrations for their design presentations, even while riding in the school cart (en charrette) through the streets of Paris en route to submit the projects to their professors
  14. Critiqued presentation after intensive individual workGroupthink is bad – but here, people bring ideas and the group reaches consensus on those previous ideas. Creative, not restrictive.Thought to originate from the École des Beaux-Arts in Paris in the 19th century, the word charrette is from the French for "cart" or "chariot."It was not unusual for student architects to continue working furiously, at the last minute, on the illustrations for their design presentations, even while riding in the school cart (en charrette) through the streets of Paris en route to submit the projects to their professors
  15. Balsamiq is good but not flexible, plus it can look "finished" despite trying not to. Also constrains creativity to available UI elements (that can be good or bad)
  16. Prototypes should be minimal – only the elements required to achieve tasks. Easier to add than to remove. Glengarry Glen Ross
  17. Note design decisions on a separate sheet of paper – this becomes the design philosophy document which describes how to approach new problems.
  18. Toto pulls back the curtain on the “wizard”Obviously with a paper prototype, the test is going to be very “wizard of oz”, but that’s OK.
  19. For later tests, consider going to PPT/Flash/DHTML/alpha codeFor later tests, your users have to get more representative
  20. Play the movie!
  21. What you will have done:Find some users to watch (site visits)Interpret what they tell you without bias (experience map)Create actionable product ideas (user scenarios)Turn your product ideas into designs (charrette, paper prototype)User test your designsYou can condense this WHOLE exercise into one week if you want! I do it regularly in the classes I teach. No excuse that there isn’t time.
  22. It all hinges on being user-centric. Once you watch some users, you replace opinions with data. Of course, the trick is to replace opinions with GOOD data rather than biased data (that only hurts YOU in the end)The whole team has to be bought in. It’s best if they all watch users. If they can’t there are ways to help them understand users’ issuesThe whole team can help turn observations (problem statements) into designs (potential solutions)Then, you have to check that what you designed fits with users’ expectations, closing the feedback loop with users again.
  23. Who is going to go back and try this?Easy to interpretJust go with big effects, no need for statisticsLong-lasting - you'll come back to your observations time and time againPersona creation Feature trade-off matrixArguments about what "the user" really wantsMuch better to have data than to just guessLean Startups begin with this type of work before they even have product ideas
  24. Taming evil interfaces/Creating heavenly experiences