Steve Krug - Guest Talk, City University London

1. Steve Krug City University London 3 October 2011 I’m just a guy with a hammer

2. Public Service Announcement: Do not shake hands with this guy >

5. Even when I’m just minding my own business © 2001 Steve Krug

6. Things yell at me © 2001 Steve Krug

7. Assert their dominance over me © 2001 Steve Krug

8. And treat me badly when I comply © 2001 Steve Krug

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11. If Don Norman was writing it today © 2001 Steve Krug

12. It wouldn’t be elevators and doors © 2001 Steve Krug

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22. Surprise! © 2001 Steve Krug

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35. “ My ideal home page,” as told by… © 2001 Steve Krug

36. “ My ideal home page,” as told by… © 2001 Steve Krug

47. © 2001 Steve Krug A morning a month, that’s all we ask.

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50. © 2001 Steve Krug When this happens: Say this: You’re not absolutely sure you know what the user is thinking (see below). “ What are you thinking?” “ What are you looking at?” (for variety) “ What are you doing now?” (e.g., if you think they’re being silent because they’re reading) Something happens that seems to surprise them. For instance, they click on a link and go “Oh” when the new page appears. “ Is that what you expected to happen?” They’re trying to get you to give them a clue. (“Should I use the ___?”) “ What would you do if you were at home?” “ What would you do if I wasn't here?” The participant makes a comment, and you’re not sure what triggered it. “ Was there something in particular that made you think that?” The participant suggests concern that he’s not giving you what you need. “ No, this is very helpful.” “ This is exactly what we need.” The participant asks you to explain how something is supposed to work. (“Do these support requests get answered right away?”) “ I can’t answer that right now, because we need to know what you would do when you don’t have somebody around to answer questions for you. But if you still want to know when we’re done, I’ll be glad to answer it then.” The participant seems to have wandered away from the task. “ What are you trying to do now?”

51. © 2001 Steve Krug Start earlier than you think makes sense.

52. Incorrect thinking © 2001 Steve Krug

53. Correct thinking © 2001 Steve Krug

54. © 2001 Steve Krug Recruit loosely and grade on a curve.

55. © 2001 Steve Krug Naturally, we need to test people who are just like our target audience. … people who are a lot like our users. … people who actually use our site. Representative users! Real users!

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57. © 2001 Steve Krug Make it a spectator sport.

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59. © 2001 Steve Krug Focus ruthlessly on a small number of the most important problems.

61. © 2001 Steve Krug Problems you can find with just a few test participants Problems you have the resources to fix

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63. © 2001 Steve Krug When fixing problems, always do the least you can do™.

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69. Run, do not walk, to Amazon.com © 2001 Steve Krug

70. And the companion volume… © 2001 Steve Krug

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73. Questions, anyone? © 2001 Steve Krug

74. © 2011 Steve Krug