"This Product Sucks!" Better Experiences, Better Business, Better World
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"This Product Sucks!" Better Experiences, Better Business, Better World
- 1. “ This Product Sucks!” Better Experiences, Better Business, Better World 25-Minute version Darren Kall darrenkall@kallconsulting.com @darrenkall #thisproductsucks © Kall Consulting 2011 KALL Consulting Customer and User Experience Design and Strategy
- 7. To avoid making products that suck: Distinguish between bad UX and one that sucks Know how to prevent products that suck
- 8. Audience Test: Does this product suck? Distinguish between bad UX and one that sucks
- 9. This product is disturbing but does not suck Photo Credit
- 10. This product is broken but does not suck Photo Credit
- 11. This product is annoying but does not suck Photo Credit
- 12. This product is ugly but does not suck Photo Credit
- 13. This product is a lie but does not suck Photo Credit
- 14. YES. This product sucks Photo Credit
- 16. Photo Credit
- 17. Photo Credit One Dozen Products that Suck No Internet or Mobile Examples Even Though they Exist General Principles to Apply to your Product Problem Root Cause Prevention Know how to prevent products that suck
- 18. Problem 1: Triathlon scenario = running, biking, swimming Watch is ruined if you press buttons underwater Photo Credit
- 19. Root Cause: Implementation or technology did not meet up with user scenario Photo Credit
- 21. Photo Credit Problem 2: Adaptive transmission not designed for a shared car or variable driving style
- 22. Photo Credit Root Cause: Designed for ideal-world case not real-world case
- 24. Photo Credit Pull or Push? Can you tell?
- 25. Photo Credit Problem 3: Even with signs users bang into doors
- 26. Photo Credit Root Cause: Handle affordances not distinguishable
- 28. Photo Credit
- 29. Photo Credit Problem 4: Frustrating experience to pay for parking
- 30. Photo Credit Root Cause: Bad information architecture, bad visual design, bad task flow …
- 32. Photo Credit Problem 5: Scalding or freezing shower
- 33. Photo Credit Root Cause: Fixing bad UI in help, the manual, or in training
- 34. Photo Credit Prevention: Fix the product, not the user
- 35. Photo Credit Problem 6:
- 38. Photo Credit
- 39. Photo Credit Problem 7: Believing “Don’t worry, we’ll fix it later.”
- 40. Photo Credit Root cause: “Later” never happens
- 41. Photo Credit Prevention: Prioritize user-impacting “bugs”
- 42. Photo Credit Problem 8: Breaking user trust
- 45. Problem 9: The self-locking hotel internal bedroom suite door Photo Credit: Darren Kall
- 46. Root Cause: Things are not used in a vacuum – missed system design Photo Credit: Darren Kall
- 48. Photo Credit
- 49. Photo Credit Problem 10: No sidewalk where people want to walk “ I’m the user damn it!”
- 50. Photo Credit Root Cause: Prohibition does not work
- 52. Photo Credit
- 53. Photo Credit Problem 11: Can’t set alarm. Can’t follow directions. Don’t trust product
- 54. Photo Credit Root Cause: Product not designed for use. Instruction is a poor substitute for good design
- 55. Photo Credit Prevention: Usability test. Products should be easy to use
- 56. Photo Credit Problem 12: Unintended Acceleration
- 57. Root Cause: “We lost sight of our customers.” James Lentz Photo Credit
- 58. Photo Credit Root Cause: “Complaint investigations focused too narrowly on technical without considering HOW consumers USED their vehicles.” James Lentz
- 63. UX design is a customer-centered approach to the innovation, design, engineering, development, and deployment of a product or service The 12 examples of products that suck could have been prevented if the companies had taken a UX approach UX design is a way to keep customer insight in mind during product development
- 64. Photo Credit
- 67. Don’t design products that suck Photo Credit
Editor's Notes
- Though both of these could arguably be products that suck I’m only looking at one kind of sucky product
- I recommend a tiered approach to introducing a user experience approach into your company. Do things at every level. Scale your investment to what you can afford. Step 1: Do something yourself – today: HAND OUT ********<<<<< Golden rule. All disciplines touch customers. Approach from start. Talk TO customer not FOR them. Step 2: Learn more on your own: Easy for customer not easy for you. Learn design rules. Workshops. Reading books, blogs, etc. Conferences. Become local expert. Step 3: Get a coach to teach you: Advice and counsel. Expert reviews. Coaching on techniques. Analysis before teaching. Teaching practical workshops. Step 4: Rent UX help through vendors: Credentials. Disciplines. Recognized standards. Breadth offering vs specialization. Personality fit. Neutrality. Clear goal setting. Step 5: Hire UX employees: SW Ohio difficult. Limited pool already in companies or vendors. Relocation. Many disciplines. Newcomers. Step 6: If you already have UX – Use them: Many companies already have staff. Go find them, engage them. Many not integrated into the places where they can help business and development processes. But that’s a whole other talk.