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Agile india 1 day workshop quality in use user experience v5 for sharing

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Slide set + extras from 1 day workshop at Agile India 2017

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Agile india 1 day workshop quality in use user experience v5 for sharing

  1. 1. Be happy - do good - leave the world a better place than you found it Isabel Evans Quality in Use: the beating heart of the user experience Isabel Evans fbcs citp ie@isabelevans.uk www.isabelevans.uk
  2. 2. Be happy - do good - leave the world a better place than you found it Isabel Evans INTRODUCTION
  3. 3. Be happy - do good - leave the world a better place than you found it Isabel Evans Agenda • Introduction and objectives • Concepts – What is quality? – User experience – Quality in Use – Internal Quality • UX process – Personas and context – Identify quality attributes – User stories – Interaction design – UX reviews and observation • TX and DX • Action plans and feedback
  4. 4. Be happy - do good - leave the world a better place than you found it Isabel Evans Abstract • Introduce and understand concepts of quality in use and user experience • Show how to derive the user personas, contexts of use, and hence acceptance criteria and tests • Distinguish the layers of quality; select attributes from each layer of the user experience pyramid • Introduce 2 types of usability testing • Discuss how we can apply the concepts to our own tools
  5. 5. Be happy - do good - leave the world a better place than you found it Isabel Evans Exercises and discussions Think (by yourself) Pair (with a neighbour) Share (with the group)
  6. 6. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2mins) pair (3mins) share (1 each) Objectives • What are your objectives for the workshop? – Write them down – Share them with your neighbours Why are you here?
  7. 7. Be happy - do good - leave the world a better place than you found it Isabel Evans WHAT IS QUALITY? Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  8. 8. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (5) 10 mins Define Quality – Can you define quality? – Can you give examples? – Does your neighbour agree with you?
  9. 9. Be happy - do good - leave the world a better place than you found it Isabel Evans Garvin’s Five Quality Viewpoints Quality Manufacturing Product UserValue Transcendent
  10. 10. Be happy - do good - leave the world a better place than you found it Isabel Evans Conspicuous mediocrity • What is luxury? • What is exclusiveness? “Eight people had $1,000 to burn on a useless iPhone application…” It’s not the same as quality…
  11. 11. Be happy - do good - leave the world a better place than you found it Isabel Evans USER EXPERIENCE (UX) Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  12. 12. Be happy - do good - leave the world a better place than you found it Isabel Evans User experience • “User experience encompasses all aspects of the end-user's interaction with the company, its services, and its products.” – Meet the needs of the customer without fuss and bother – Simplicity and elegance of products that are a joy to own and use Not just the interface Not just the usability
  13. 13. Be happy - do good - leave the world a better place than you found it Isabel Evans Making life better - example Cyclist’s UX
  14. 14. Be happy - do good - leave the world a better place than you found it Isabel Evans What do you work with? Head
  15. 15. Be happy - do good - leave the world a better place than you found it Isabel Evans What do you work with, when you work with UX? Head Heart Gut Soul
  16. 16. Be happy - do good - leave the world a better place than you found it Isabel Evans Start early & continue after delivery Have / Test ideas Define / Test personas Define / Test context Write / Test stories Define / Test design Build / Test product Design / Test / Do rollout Observe / Support / Test use Observe/ Support / Test follow up
  17. 17. Be happy - do good - leave the world a better place than you found it Isabel Evans X: Ignorance A: Uncertainty B: Awakening C: Enlightenment D: Wisdom – E: Certainty E “We know why we do not have problems with usability” X “We don’t have problems with usability” A “We don't know why we have problems with usability” B “Is it absolutely necessary to always have problems with usability?” C “Through management commitment and improvement of human centred processes we are identifying and resolving our problems” D “Usability defect prevention is a routine part of our operation”Maturity
  18. 18. Be happy - do good - leave the world a better place than you found it Isabel Evans A short history of… Work environment Complete system Software In 1999… User Centered Design Usability (other) NF attributes Internal quality
  19. 19. Be happy - do good - leave the world a better place than you found it Isabel Evans User Experience Design (UXD) Users’ world Service Complete system Software Quality in Use (other) NF Attributes Internal quality User Experience
  20. 20. Be happy - do good - leave the world a better place than you found it Isabel Evans UXD (User Experience) valuable useful credible findable trustworthy desirable usable accessible immersive meaningful flowing playful seductive pleasurable User eXperience
  21. 21. Be happy - do good - leave the world a better place than you found it Isabel Evans UX – the business imperative “In today’s business environment, the user experience and the commercial imperatives have become overwhelmingly important. It is vital that we understand quality in use and the user experience, in order that we focus projects correctly.” NB: It’s not just that we need to provide a good experience – it is also that we need to provide excellent recovery from bad experiences
  22. 22. Be happy - do good - leave the world a better place than you found it Isabel Evans “Our software must get better” 1 piece of software can be used by 1Billion people no extra cost per person fixing software today fixes it for everyone in the world Software tends to be mediocre: • not much incentive to invest a lot in fixing it • hire more people to work on it • be ever more conservative • in many markets, especially online, software is free. free software built by corporations turns us from the user into the product (Seth Godin)
  23. 23. Be happy - do good - leave the world a better place than you found it Isabel Evans The Apple lover’s choice? “It was so beautiful I wanted to marry it … And then it lost my calendar entries and emails”
  24. 24. Be happy - do good - leave the world a better place than you found it Isabel Evans The silver emailer’s choice? “…library is open again and – to my horror - have … up dated their computers. So everything is just slightly different which the old girl is finding very confusing !!!!!!!!!!!!! Am not sure what the improvement has been but it has left me struggling a wee bit…”
  25. 25. Be happy - do good - leave the world a better place than you found it Isabel Evans The service desk worker’s choice http://blogs.ca.com/2016/01/27/moving-it-service- management-to-the-21st-century/ “Moving IT Service Management to the 21st century: …Ethnographic research paints a sad picture of the current state of the ITSM market. …vision is to build a solution designed for humans, not processes.” CA
  26. 26. Be happy - do good - leave the world a better place than you found it Isabel Evans The consultant doctor’s choice? “This is the clunkiest piece of technology I have ever had to use …. I will have to ask my secretary to print your test results”
  27. 27. Be happy - do good - leave the world a better place than you found it Isabel Evans The hill farmer’s choice? In the U.K. one farmer a week commits suicide “… farmers … took their lives because the person who used to complete paperwork, … livestock passports or single farm payment applications, had died or moved away.” A farmer, quoted about subsidy forms: “I usually leave it to the last minute with the paper forms because it only takes about three hours to do, but so far I have spent three days doing the online version and I am only halfway through it.” “another eye-watering sum has been paid to technology suppliers and consultants: £154m.”
  28. 28. Be happy - do good - leave the world a better place than you found it Isabel Evans 1987: The manual workers’ choice? Manual workers: Expect to be paid on Friday at lunchtime in cash Work remotely from headquarters IT Staff: Monthly salary into bank accounts Performance of the payroll batch – did it matter? Does it matter in 2017?
  29. 29. Be happy - do good - leave the world a better place than you found it Isabel Evans
  30. 30. Be happy - do good - leave the world a better place than you found it Isabel Evans We are all connected…? “Of the 49.4 million adults living within Great Britain, 1.1% have poor internet access This equates to 530,000 adults with limited internet speed, of which 330,000 say they would be willing to bank online These 530,000 adults have: – Average download speeds of 1.4Mbit/s – 15 times slower than average. – Superfast broadband is available to just 3% of these people, but uptake is low. – Mobile provides an alternative for 470,000 of the 530,000 people (88%). – However, 63,000 people in parts of Wales and Scotland, and small pockets of England, still have no acceptable digital access at all (63,000 adults in total).”
  31. 31. Be happy - do good - leave the world a better place than you found it Isabel Evans Think about the whole system • Not just the software – But the whole user experience • The user is – not just the person who uses the software – the person who uses or is affected by the service • IT -> employee – -> customer- > family ->…
  32. 32. Be happy - do good - leave the world a better place than you found it Isabel Evans UX: failure or success? • Where the users have a choice, and meet an unfortunate experience, you lose a customer: • they will go elsewhere. • Where the users have no choice, and meet an unfortunate experience, the affects can be devastating: • frustration, loss of productivity • loss of motivation and morale • rebellion and aggression • even death.
  33. 33. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (5) (10 mins) What assumptions do you make about people who use or are affected by your software products / services?
  34. 34. Be happy - do good - leave the world a better place than you found it Isabel Evans Hedonics • Likeability, Pleasure, Comfort, Trust • Hedonics: – Relating to, characterized by, or considered in terms of pleasant (or unpleasant) sensations. OED
  35. 35. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (1 min) pair / share (4 mins) Which user experience attributes are vital for your product? – What emotions do you want people to feel about your product? – What emotions do you want to prevent them feeling? – Is it the same for everyone? – Can you give examples?
  36. 36. Be happy - do good - leave the world a better place than you found it Isabel Evans QUALITY IN USE Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  37. 37. Be happy - do good - leave the world a better place than you found it Isabel Evans Quality in Use “capability of a software product to influence users' effectiveness, productivity, safety and satisfaction to satisfy their actual needs when using the software product to achieve their goals in a specified context of use”
  38. 38. Be happy - do good - leave the world a better place than you found it Isabel Evans UXD is built on Quality in Use Usability SafetyFlexibility
  39. 39. Be happy - do good - leave the world a better place than you found it Isabel Evans Quality in Use (ISO25000) Usability Context conformity; Context extendibility; Accessibility Safety Effectiveness; Efficiency; Satisfaction Flexibility Commercial damage; Health & safety (operator & public); Environment
  40. 40. Be happy - do good - leave the world a better place than you found it Isabel Evans INTERNAL QUALITY Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  41. 41. Be happy - do good - leave the world a better place than you found it Isabel Evans A little problem with definitions… • Several definitions of the layer below QiU • So let’s keep it simple and “edit” the standard slightly • We’ll just call it “internal quality”
  42. 42. Be happy - do good - leave the world a better place than you found it Isabel Evans UXD is built on QiU AND IQ Internal Quality
  43. 43. Be happy - do good - leave the world a better place than you found it Isabel Evans Internal Quality = Engineering Security Functionality Maintainability PortabilityReliability Performance Internal Quality Operability
  44. 44. Be happy - do good - leave the world a better place than you found it Isabel Evans Security Functionality Maintainability Portability Reliability Performance Operability Internal Quality = Engineering Internal Quality Adaptability Installability Co-existence Replaceability Suitability Accuracy Interoperability Confidentiality Integrity Availability Maturity Fault tolerance Recoverability Understandability Learnability Attractiveness Time behaviour Resource utilization Capacity Analysability Changeability Stability Testability
  45. 45. Be happy - do good - leave the world a better place than you found it Isabel Evans Engineering Quality layer Engineering quality Concision Code does not suffer from duplication Cohesion Each (module/class/…) does one thing well Low Coupling Minimal interdependencies Simplicity Generality Problem domain bounds are known Clarity Good autodocumentation Note: from http://wiki.c2.com/?InternalAndExternalQuality we also have:
  46. 46. Be happy - do good - leave the world a better place than you found it Isabel Evans Who cares? How do we communicate?
  47. 47. Be happy - do good - leave the world a better place than you found it Isabel Evans Poor feedback to end user - example “I regret to inform you that you are amongst a small percentage of people that were affected by a problem during the upgrade of our queuing infrastructure.” Written in IQ terms when it needs to be in QiU or UX terms; Meant nothing to the person who received it
  48. 48. Be happy - do good - leave the world a better place than you found it Isabel Evans Subject: Notice of temporary results outage Dear customer, I regret to inform you that you are amongst a small percentage of people that were affected by a problem during the upgrade of our queuing infrastructure. Due to the issue, which lasted 40 minutes, 3 response(s) submitted through 1 of your typeforms were unfortunately not recorded onto our database, and will therefore not be available for you in your Results panel. In case you would like to understand more about how the issue occurred, we have added the report from Typeform’s CTO below.
  49. 49. Be happy - do good - leave the world a better place than you found it Isabel Evans At approximately 9:10AM UTC, Tuesday 14th June during an upgrade of our queuing infrastructure that handles spikes in submit load, a misconfiguration was applied that meant that submissions were dropped rather than being queued and stored. This misconfiguration was missed by the tests we did to check the change and it wasn’t until 9:45AM UTC that we noticed that submissions were being dropped. Once we were aware of the problem we fixed the issue in less than 5 minutes, but the net effect was that from 9:10AM to 9:50AM UTC we lost submissions.
  50. 50. Be happy - do good - leave the world a better place than you found it Isabel Evans The bottom line is that this was an unfortunate but rare mistake on our part and we’re sorry it’s affected the data you’re collecting through Typeform. Please be assured that all responses are now being recorded correctly and that we’re putting all possible measures in place to ensure this doesn’t happen again. As a small token, we would like to offer you 1 month free of Typeform PRO. Just reply to this email if you’d like to activate PRO and we’ll sort it out for you. If you have any questions at all, please just ask—we’ll do our best to get an answer to you as soon as possible. Best Regards, David Okuniev & Robert Muñoz Co-founders & Joint-CEOs
  51. 51. Be happy - do good - leave the world a better place than you found it Isabel Evans Poor feedback to end user - example Action Required: Update WordPress to avoid suspension You may recall a recent message from us regarding security vulnerabilities with the version of WordPress that you are currently running on your website hosted with Aabaco Small Business (formerly Yahoo Small Business). In order to protect all Aabaco Small Business customers, yourself included, we will suspend your site if WordPress is not uninstalled or upgraded by Monday, Jun 13, 2016. If you have already updated your WordPress installation(s), please disregard this message.” Written in IQ terms when it needs to be in QiU or UX terms; was irrelevant to the person who received it.
  52. 52. Be happy - do good - leave the world a better place than you found it Isabel Evans Dear Aabaco Small Business customer, You may recall a recent message from us regarding security vulnerabilities with the version of WordPress that you are currently running on your website hosted with Aabaco Small Business (formerly Yahoo Small Business). In order to protect all Aabaco Small Business customers, yourself included, we will suspend your site if WordPress is not uninstalled or upgraded by Monday, Jun 13, 2016. If you have already updated your WordPress installation(s), please disregard this message. Please uninstall or update your WordPress site as soon as possible to avoid suspension. We strongly recommend you back up your blog before you update--WordPress has provided detailed instructions for doing so.
  53. 53. Be happy - do good - leave the world a better place than you found it Isabel Evans Access your WordPress login page via Aabaco Small Business by following these steps: 1. Log in to Aabaco Small Business. If you haven’t done so yet, create your Aabaco Small Business ID, password, and profile. You’ll need to use your existing Yahoo ID (the ID or email address you used to sign in to Yahoo Small Business) to complete the set-up. 2. Go to your Web Hosting control panel. 3. Click Blog Tools under the Create & Update tab. 4. Click the Blog Manager link. 5. Click Edit Blog Settings and log in to your WordPress site. 6. Click Please update now at the top of the page. Having trouble with the update? Find more help here. We value your business and want to ensure you and your website visitors are protected from harm. We strongly suggest updating your WordPress as soon as possible to avoid service interruption. If you need additional help, please contact Customer Care. Sincerely, The Aabaco Small Business team
  54. 54. Be happy - do good - leave the world a better place than you found it Isabel Evans UXD (User Experience) valuable useful credible findable desirable usable accessible immersive meaningful flowing playful seductive pleasurable Usability SafetyFlexibility User eXperience Internal Quality
  55. 55. Be happy - do good - leave the world a better place than you found it Isabel Evans UX PROCESS OVERVIEW Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  56. 56. Be happy - do good - leave the world a better place than you found it Isabel Evans Start to think UX Identify WHO uses your product / service Identify WHY they use it Identify WHAT they want to do Identify their EMOTIONS and EMPATHISE! Score the UX, Quality in Use (QiU) and Internal Quality (IQ) attributes Write RICH STORIES Do INTERACTION DESIGN Do a USABILITY REVIEW and OBSERVATIONS
  57. 57. Be happy - do good - leave the world a better place than you found it Isabel Evans CONCEPT: PERSONAS AND CONTEXT WHO WHY WHAT and WHERE EMOTIONS Score the UX, Quality in Use (QiU) and Internal Quality (IQ) attributes Write RICH STORIES Interaction Design Do a USABILITY REVIEW and OBSERVATIONS Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  58. 58. Be happy - do good - leave the world a better place than you found it Isabel Evans Personas • Real people • Some one we know who uses our product or service; we can talk to them. • Imagined people • A persona to stand in for someone who might use our product or service; we do not know them. Who uses the product or service? Why? What do they want to achieve? What mood/emotions are they feeling? What are their characteristics?
  59. 59. Be happy - do good - leave the world a better place than you found it Isabel Evans People like us… • Who are we designing / building / testing for? • People like us? • Or other people? • Do they have the same perceptions as us?
  60. 60. Be happy - do good - leave the world a better place than you found it Isabel Evans Context of use • Each persona has one or more contexts of use Where are they using the product or service? What circumstances? What physical environment? What technical environment? Noise, light, and other aids/distractions
  61. 61. Be happy - do good - leave the world a better place than you found it Isabel Evans The persona dilemma You can’t ask customers what they want…
  62. 62. Be happy - do good - leave the world a better place than you found it Isabel Evans Radio stations (1) http://www.thisisglobal.com/radio/heart-fm/audience/ Heart listeners have a spark about them … juggling their busy lives Very social people, enjoy shopping, going out and family Aged between 25 and 44 Loyal listeners
  63. 63. Be happy - do good - leave the world a better place than you found it Isabel Evans Radio stations (2) http://www.thisisglobal.com/radio/classic-fm/audience/ ‘Discoverers’ aged 35-50, kids at home, want to listen to music ‘Enthusiasts” aged 50+, upmarket, career focused, want inspiration Social group ABC1 Even gender spread
  64. 64. Be happy - do good - leave the world a better place than you found it Isabel Evans Radio stations (3)Pride themselves on being ahead of the trend Predominantly 20 something Youthful, social, vibrant 63% are 15-40 http://www.thisisglobal.com/radio/ca pital-xtra/the-audience/
  65. 65. Be happy - do good - leave the world a better place than you found it Isabel Evans Context and bias defining user experience Environment “us and them” or “we”?
  66. 66. Be happy - do good - leave the world a better place than you found it Isabel Evans Example: How do we see ourselves and others? How simple is it to change perceptions? https://itwasneveradress.com/ https://www.youtube.com/watch?v=S2Kblliis1s
  67. 67. Be happy - do good - leave the world a better place than you found it Isabel Evans Example: Is gender relevant? • ‘fashioned for women’ – Which women? – In what context? – By whom? “It’s not Silicon Valley’s fault that we live in a male-dominated, sex segregated society and labor market. But it is Silicon Valley’s responsibility to anticipate its own failings and work to address them, preferably before its products hit the market.” http://qz.com/640302/why-is-so-much-of-our- new-technology-designed-primarily-for-men/
  68. 68. Be happy - do good - leave the world a better place than you found it Isabel Evans Personas • “The personas are archetypes built after a preceding exhaustive observation of the potential users” (UCD method) “A persona should include: • Social and demographic characteristics. • Needs, desires, goals • Habits (consumer habits, behavior) • Expertise • Cultural background • Motivations • Must do, must never • User experience goals” – UX-lady
  69. 69. Be happy - do good - leave the world a better place than you found it Isabel Evans Picture and name Keywords, gauges Pictures Description quotes Bar charts Word Cloud Tick buttons Pie charts Lists Rankings Profile Archetypes Tech expe- rience UX goals Devices Apps, software Person- ality Influen- ces Brands and products Must do Must never do
  70. 70. Be happy - do good - leave the world a better place than you found it Isabel Evans
  71. 71. Be happy - do good - leave the world a better place than you found it Isabel Evans
  72. 72. Be happy - do good - leave the world a better place than you found it Isabel Evans
  73. 73. Be happy - do good - leave the world a better place than you found it Isabel Evans the Apple lover “It was so beautiful I wanted to marry it And then it lost my calendar entries and emails” Social and demographic characteristics. Needs, desires, goals: on trend, connected, finish tasks fast Habits (consumer habits, behaviour): Apple, impulse buyer Expertise: tech savvy, but not an IT specialist, relies on being connected Cultural background: interest in the Arts, Media Motivations: keeping connected (work and social) Product Must do: on demand, transparent updates Product Must never: lose data, stall/halt User experience goals: exciting, seductive, flowing, desirable, flexible
  74. 74. Be happy - do good - leave the world a better place than you found it Isabel Evans the silver emailer “…library is open again and – to my horror - have … up dated their computers. So everything is just slightly different which the old girl is finding very confusing !!!!!!!!!!!!! Am not sure what the improvement has been but it has left me struggling a wee bit…” Social and demographic characteristics. Needs, desires, goals: keep in touch, link to “paper ways” Habits (consumer habits, behaviour): buys little, whole food, ecology Expertise: low IT expertise Cultural background: politics, world news, dance Motivations: keeping connected (family, friends and world news) Product Must do: on demand, real-world-like Product Must never: behave unexpectedly User experience goals: trust, simplicity, consistency
  75. 75. Be happy - do good - leave the world a better place than you found it Isabel Evans the consultant “This is the clunkiest piece of technology I have ever had to use I will have to ask my secretary to print your test results” Social and demographic characteristics. Needs, desires, goals: treat and cure patients Habits (consumer habits, behaviour): expert, impatient, caring Expertise: medicine… Cultural background: interest in the Arts, Science Motivations: treat patient, work at speed, not be held up Product Must do: fast, accurate, timely, easy to find information Product Must never: hold up appointment, give false information User experience goals: flow, trust, tailored/curated
  76. 76. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (10) 15 mins What personas can you identify? • Choose a product • Identify 3 separate personas and a context of use for each one • E.g. Farming Software – Small farm owner – complete forms, no broadband, limited time, tired, under stress, resentful – Large farm’s manager – complete forms, modern office, part of role, efficient, busy – Government administrator – compiling information, responding to queries, in office Needs, desires, goals Habits (consumer habits, behaviour) Expertise Cultural background Motivations Must do, must never User experience goals
  77. 77. Be happy - do good - leave the world a better place than you found it Isabel Evans CONCEPT: QUALITY ATTRIBUTES WHO WHY WHAT and WHERE EMOTIONS Score the attributes Write RICH STORIES Interaction Design Do a USABILITY REVIEW and OBSERVATIONS Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  78. 78. Be happy - do good - leave the world a better place than you found it Isabel Evans UXD (User Experience) valuable useful credible findable trustworthy desirable usable accessible immersive meaningful flowing playful seductive pleasurable User eXperience Usability SafetyFlexibility Internal Quality
  79. 79. Be happy - do good - leave the world a better place than you found it Isabel Evans We cannot have everything! Usability Flexibility Safety User quality Manufacturing quality Product quality Transcendent quality Value quality Over or under engineered/ Over or under engineered? Speed or polish? Many users – different views Many users – different views Value for money, RoI or cheap? Value for money, RoI or cheap? Value for money, RoI or cheap? (too) many attributes and features (too) many attributes and features
  80. 80. Be happy - do good - leave the world a better place than you found it Isabel Evans Building the layers Credibility Usability (effectiveness) Safety (commercial) SecurityReliability Operability
  81. 81. Be happy - do good - leave the world a better place than you found it Isabel Evans Case Study: Dolphin Computer Access • I was quality manager at Dolphin from 2010 to 2015 • Dolphin design and build access software for people with visual and print impairments – screen reading magnification braille etc. • We’ll look at two of their products in this case study: – SuperNova – Guide
  82. 82. Be happy - do good - leave the world a better place than you found it Isabel Evans Dolphin SuperNova and Guide SuperNova • Screen reader • Magnifier • Braille Guide • Screen reader • Magnifier • Braille Why do we need both products…? Ability to use a Windows PC and the programmes on it including IE Curated experience that hides Windows interface Own browser
  83. 83. Be happy - do good - leave the world a better place than you found it Isabel Evans People are different... Dolphin Guide Dolphin SuperNova
  84. 84. Be happy - do good - leave the world a better place than you found it Isabel Evans Scoring different stakeholders: example comparing users for two products 0 2 4 6 8 10 Effectiveness Efficiency Satisfaction Conformity Extendibility Commercial desirable meaningful VI - SuperNova VI - Guide
  85. 85. Be happy - do good - leave the world a better place than you found it Isabel Evans Apple lover v. Silver emailer 0 2 4 6 8 10 Effectiveness Efficiency Satisfaction Conformity Extendibility AccessibilityCommercial Health & Safety Environment Excitement Desirability Apple lover Silver emailer
  86. 86. Be happy - do good - leave the world a better place than you found it Isabel Evans Hospital Consultant 0 2 4 6 8 10 Effectiven… Efficiency Satisfaction Conformity Extendibility AccessibilityCommercial Health &… Environme… Excitement Desirability UX attributes: delivering a diagnosis Hospital consultant Hospital consultant
  87. 87. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (5) 10 mins What UX attributes? • Thinking about the product, personas and contexts you devised earlier… • Prioritise the UX attributes • What are the top 2 or 3? UX: valuable useful credible findable desirable usable accessible immersive meaningful flowing playful seductive pleasurable
  88. 88. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (5) 10 mins What QiU attributes? – For example, are your users more interested in context extendibility or context conformity? – Is it the same for everyone? – Can you give examples? – Do they support the UX attributes you choose? Quality in Use attributes: • Usability (Effectiveness; Efficiency; Satisfaction) • Flexibility (Context conformity; Context extendibility; Accessibility) • Safety (Commercial damage; Operator health and safety; Public health and safety; Environmental harm)
  89. 89. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (5) 10 mins Therefore: Which IQ attributes? • For example, are your users more affected by security of their data or reliability? • Is interoperability with other software important? • Does your product have to be portable to multiple hardware / operating system combinations? • Is it the same for everyone? • Can you give examples? • Have you chosen IQ attributes that support the UX and QiU? Internal Quality Technical and engineering: • Functionality • Security • Reliability • Operability • Performance • Portability • Maintainability
  90. 90. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (5) 10 mins Can you bring the layers together for your product? – What are the (3) most important UX attributes? – What QiU and IQ attributes support them? – Draw the pyramids for the attributes – Draw radar diagrams for the attributes – Any conflicts and trade-offs you need to manage?
  91. 91. Be happy - do good - leave the world a better place than you found it Isabel Evans Small farmer, farm manager, government official 0 2 4 6 8 10 Effectiveness Efficiency Satisfaction Conformity Extendibility AccessibilityCommercial Health & Safety Environment Excitement Desirability farmer farm manager gov. official
  92. 92. Be happy - do good - leave the world a better place than you found it Isabel Evans What about your stakeholders? 0 2 4 6 8 10 Effectiveness Efficiency Satisfaction Conformity Extendibility AccessibilityCommercial Health & Safety Environment Excitement Desirability your user A your user B
  93. 93. Be happy - do good - leave the world a better place than you found it Isabel Evans CONCEPT: STORIES WHO WHY WHAT and WHERE EMOTIONS Score the attributes Write RICH STORIES Interaction design Do a USABILITY REVIEW and OBSERVATIONS Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  94. 94. Be happy - do good - leave the world a better place than you found it Isabel Evans User Stories… https://twitter.com/jediuserstories As a wookie, I want to rrrrraaaaawwwrr so I can rrwwwwaaarrgggghhh. @gojkoadzic user story format and some words of wisdom from an agile Australia conference @sammy_lee12 Oct 10
  95. 95. Be happy - do good - leave the world a better place than you found it Isabel Evans http://bit.ly/29bs10l Perceiving Paying attention Remembering Repeating the message Thinking and reasoning Reflecting Paraphrasing Active listening
  96. 96. Be happy - do good - leave the world a better place than you found it Isabel Evans Active telling Words, graphs and tables Killer facts, imagination Strong start Power of three Repeating the message Call to action, vision Finish
  97. 97. Be happy - do good - leave the world a better place than you found it Isabel Evans Green scripts and blue scripts • Blue script: • The actors’ lines • Stage directions • Blue script: – Actions with the computer • Green script: • The emotion the audience should feel • Green script: – The enriched user story – The motivation and emotions
  98. 98. Be happy - do good - leave the world a better place than you found it Isabel Evans Use the emotion in the stories to help you deliver great UX Head Heart Gut Soul
  99. 99. Be happy - do good - leave the world a better place than you found it Isabel Evans User Stories Independently Privately With dignity person with a visual impairment read my own bank statement otherwise it is very humiliating As a I want to Because We made a Video of Dave describing reading his bank statement
  100. 100. Be happy - do good - leave the world a better place than you found it Isabel Evans User Stories person with a visual impairment keep in touch online my world is digital at home everywhere... at work up-to-date connected at college As a I want to Because We videoed Colin describing his life at work and college, and his social life
  101. 101. Be happy - do good - leave the world a better place than you found it Isabel Evans User Stories Independently person with a visual impairment go shopping to compare prices and brands I want make choices without being patronised Privately With choices As a I want to Because And in his video, Dave described shopping At the speed I want
  102. 102. Be happy - do good - leave the world a better place than you found it Isabel Evans User story is in a theme for a persona As an adult with a visual impairment: I want to read my own bank statement Because otherwise it is very humiliating independent private dignified Theme: My Banking/My Money Key words for : Acceptance criteria Interface design a Speech and Braille user (settings x y z)
  103. 103. Be happy - do good - leave the world a better place than you found it Isabel Evans User stories can be built in hierarchies “Book a lovely hotel” Versus “Dave and Emma’s wedding”
  104. 104. Be happy - do good - leave the world a better place than you found it Isabel Evans Personas are not just the users... • As a Sensory Support Teacher –I want .... –Because .... • As a system administrator –I want... –Because…
  105. 105. Be happy - do good - leave the world a better place than you found it Isabel Evans User stories also need technical acceptance criteria and architecture As an adult with a visual impairment: I want to read my own bank statement Because otherwise it is very humiliating Secure Reliable Fast Efficient Accurate Suitable Adaptable
  106. 106. Be happy - do good - leave the world a better place than you found it Isabel Evans The silver emailer’s story As an intermittent email user I want to keep in touch with my friends and family Without changes to the way I do it Because I have better things to do than learn new technology Transparency Intuitiveness Flow Usability Backward compatibility
  107. 107. Be happy - do good - leave the world a better place than you found it Isabel Evans The Apple User’s story “As a non-technical person I want to transfer to the latest gadgets and software without being tied to one source Without losing my calendar entries and emails Because otherwise I am sad and frustrated” Interoperability, compatibility, portability Flow Trust Seductiveness Flexibility
  108. 108. Be happy - do good - leave the world a better place than you found it Isabel Evans The consultant’s story “As a consultant doctor I want to concentrate on treating my patients and communicating well with them I don’t want to be blocked by the software Because otherwise my patients and I become frustrated and are subjected to unnecessary worry” Flow Trust Speed Usability Flexibility Safety Functional suitability Security BYOD /tablet?
  109. 109. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (5) 10 mins What stories? • Using the product, personas, context and quality attribute analysis you did earlier… • Write a rich user story, with emotional content
  110. 110. Be happy - do good - leave the world a better place than you found it Isabel Evans Story Cards Story title As a I want Because And not UX attributes: QiU attributes: IQ attributes: Acceptance criteria Tests Risks Priority
  111. 111. Be happy - do good - leave the world a better place than you found it Isabel Evans Acceptance criteria • NOT perfection • Minimum acceptable quality • Plus, optionally, a “Desirable” goal Current position World record Minimum acceptance Desirable
  112. 112. Be happy - do good - leave the world a better place than you found it Isabel Evans Requirements & Acceptance Criteria – Usability – operability - learnability • “make it user friendly” • “needs to be used without a training course” • SMART Learnability: – a new user is able to understand and use the application (without prior training?) after a 2 hour tutorial – Following the tutorial, after the next 1 hour of use they are able to achieve a work speed that enables them to complete the example task list (ref number) in 60 minutes (30 minutes desirable) – Measured with 10 sample usability test volunteers and average taken.
  113. 113. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (5) 10 mins Can you add acceptance criteria to the User Stories? – For each important attribute you have identified – Can you identify acceptance criteria that can be measured on one / some user stories? – For the most important personas…? – What is the minimum level of acceptability for each attribute for each story?
  114. 114. Be happy - do good - leave the world a better place than you found it Isabel Evans INTERACTION DESIGN WHO WHY WHAT and WHERE EMOTIONS Score the UX, Quality in Use (QiU) and Internal Quality (IQ) attributes Write RICH STORIES Interaction Design Do a USABILITY REVIEW and OBSERVATIONS Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  115. 115. Be happy - do good - leave the world a better place than you found it Isabel Evans Design it in and then test it • Excellent reference: • http://asktog.com/atc/principles-of- interaction-design/
  116. 116. Be happy - do good - leave the world a better place than you found it Isabel Evans Interaction design (AskTOG) • Aesthetics • Anticipation • Autonomy • Colour • Consistency • Induced inconsistency • Continuity • Defaults (or not) • Discoverability • Efficiency of the User • Explorable interfaces • Fitts’s Law • Human interface objects • Latency reduction • Learnability • Metaphors • Protect users’ work • Readability • Simplicity • State • Visible navigation
  117. 117. Be happy - do good - leave the world a better place than you found it Isabel Evans http://asktog.com/atc/principles-of-interaction-design/ Latency and human patience
  118. 118. Be happy - do good - leave the world a better place than you found it Isabel Evans Fitts’s Law http://asktog.com/atc/principles-of-interaction-design/
  119. 119. Be happy - do good - leave the world a better place than you found it Isabel Evans CONCEPT: USABILITY TESTING WHO WHY WHAT and WHERE EMOTIONS Score the attributes Write RICH STORIES Interaction design REVIEW and OBSERVATIONS Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  120. 120. Be happy - do good - leave the world a better place than you found it Isabel Evans Usability testing – Example Lab Test room ceilings carry dome cameras with remote pan-tilt-zoom-focus which can be positioned in any of 11 locations. User testing session in progress. Example: UQ Usability Laboratory (UQUL) http://www.uqul.uq.edu.au/
  121. 121. Be happy - do good - leave the world a better place than you found it Isabel Evans Usability Testing – Empathy and thought experiments • You need questions – Who? Why? Where? When? How? – What mood? What emotion? • You don’t need a specification, user stories, or the software • You just need intelligence and empathy » Compare: Cognitive Walkthrough
  122. 122. Be happy - do good - leave the world a better place than you found it Isabel Evans Real life example: STAREast test lab flip chart… “Well done team Working in pairs and teams You raised 42 New bugs In 2 hours (from start to logged) Around • User experience • Usability By testing with your heart and gut, your empathy and your soul As well as with your intellect”
  123. 123. Be happy - do good - leave the world a better place than you found it Isabel Evans Discussion • The software under test at STAREast test lab was a real life package designed to be used by disaster teams. • Specifically there are 2 types of people who use the system: – Administrators – Volunteers Let’s discuss it….
  124. 124. Be happy - do good - leave the world a better place than you found it Isabel Evans Usability testing - Heuristic Evaluation Visibility of system status Match between system and the real world User control and freedom Consistency and standards Error prevention Recognition rather than recall Flexibility and efficiency of use Aesthetic and minimalist design Help users recognize, diagnose, and recover from errors Help and documentation https://www.nngroup.com/articl es/ten-usability-heuristics/
  125. 125. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (15) (20 mins) Heuristic Evaluation • Using a real website or application… or a prototype or screen designs • Study the interface • And apply the heuristics • From the point of view of the persona
  126. 126. Be happy - do good - leave the world a better place than you found it Isabel Evans Usability observation • Make a list of tasks you want to test • Make a brief description of each task in user terms. – Broad goals, not the steps. • Prepare the materials you need – Consent form – Instructions for the user subject – Including a reassurance that this is a test of the product not of them • In the test – Give the test subject the instructions and make sure they are happy – Give them the description of the task – Observe them carrying out the task and make notes/recordings – Thank them for their time • After the test – Debrief with designers and developers, agree on usability improvements.
  127. 127. Be happy - do good - leave the world a better place than you found it Isabel Evans Have a go… think (2) pair (3) share (25) (30 mins) Usability observation • Using a real website or application… or a prototype or screen designs • Carry out a usability test • (take it in turns on different sites)
  128. 128. Be happy - do good - leave the world a better place than you found it Isabel Evans TX AND DX Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  129. 129. Be happy - do good - leave the world a better place than you found it Isabel Evans Three key points • Test automation requires consideration of the UX for the tool and the tests; • People who use automation might not always be technical but they are always human; • UX-D and UX-T for test automation supports improved decision making and quality.
  130. 130. Be happy - do good - leave the world a better place than you found it Isabel Evans Email me feedback on my blogposts • Why we need a better experience of software – [ref 1] http://bit.ly/2by8XuA Blog post • Why we need a better toolset – [ref 2] http://bit.ly/2bM9DNj Blog post • A vision for the future – [ref 3] http://bit.ly/2c0tEld Wiktionary definition – [ref 4] http://bit.ly/2bwAEsb Blog post Links on www.isabelevans.uk
  131. 131. Be happy - do good - leave the world a better place than you found it Isabel Evans ACTION PLANS AND FEEDBACK Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  132. 132. Be happy - do good - leave the world a better place than you found it Isabel Evans What will you do? “As the gap between customer expectations and existing CX grows, there will be more opportunities to improve CX and expand your business. But only some companies will be able to take advantage of this growing CX thirst; others will see an exodus of increasingly disappointed customers. Choose your path." https://experiencematters.wordpress.com/2016/03/28/examining- massive-decline-in-customer-experience-ratings
  133. 133. Be happy - do good - leave the world a better place than you found it Isabel Evans Think! Pair! Share! What is your action plan? What will you do to follow up this tutorial?
  134. 134. Be happy - do good - leave the world a better place than you found it Isabel Evans SUMMARY Introduction and objectives Concepts What is quality? User experience Quality in Use Internal Quality UX process Personas and context Identify quality attributes User stories Interaction design UX reviews and observation TX and DX Action plans and feedback
  135. 135. Be happy - do good - leave the world a better place than you found it Isabel Evans User Experience Design (UXD) Users’ world Service Complete system Software Quality in Use NF Attributes Internal quality User Experience
  136. 136. Be happy - do good - leave the world a better place than you found it Isabel Evans QiU and UX What and why? Personas Context of use Quality Attributes Stories Testing UX
  137. 137. Be happy - do good - leave the world a better place than you found it Isabel Evans Think UX with your whole being! Head Heart Gut Soul
  138. 138. Be happy - do good - leave the world a better place than you found it Isabel Evans Three key points to take away • Be able to define who your customers are and what is important to them – personas, contexts, and desires • Have a method to understand and test how customers experience your product by thinking about the quality layers of user experience, quality in use and internal quality • Be able to set acceptance criteria that match to the quality in use for your customers.
  139. 139. Be happy - do good - leave the world a better place than you found it Isabel Evans Quality in Use: the beating heart of the user experience Isabel Evans fbcs citp ie@isabelevans.uk www.isabelevans.uk
  140. 140. Be happy - do good - leave the world a better place than you found it Isabel Evans References Luxury, quality and mediocrity http://www.wired.com/2008/08/eight-people-bo/ http://sethgodin.typepad.com/seths_blog/2016/04/conspicuous-mediocrity.html UX and usability maturity levels • “The experience of the INUSE and RESPECT projects is that much of European industry is at level 1, 2 or sometimes 3 on this scale.” Journal of System and Software, 1999 (in press) Quality in Use: Meeting User Needs for Quality Nigel Bevan, Serco Usability Services Business imperative See for example: https://experiencematters.wordpress.com/2015/02/25/what-happens-after-a-good-or-bad-experience-2015/ Software is mediocre http://sethgodin.typepad.com/seths_blog/2016/04/our-software-must-get-better.html Hill farmers Large organisations versus individuals, High bandwidth connection versus dial up modem https://corporatewatch.org/content/rough-guide-uk-farming-crisis-3-uk-farming-crisis-which-crisis-do-you-mean-0 http://www.bbc.co.uk/news/uk-31976230 http://www.huffingtonpost.com/terezia-farkas/why-farmer-suicide-rates-_1_b_5610279.html http://www.fwi.co.uk/farm-life/suicide-investigating-a-farming-taboo.htm
  141. 141. Be happy - do good - leave the world a better place than you found it Isabel Evans References People without bank accounts or connectivity http://www.poverty.org.uk/73/index.shtml http://www.bbc.co.uk/news/10277151 http://www.moneymagpie.com/manage-your-money/the-shocking-number-of-people-without-bank-accounts https://www.bba.org.uk/news/press-releases/mobile-phone-apps-become-the-uks-number-one-way-to-bank/#.V0Q0UTUrLMw ISO 25000 series "Quality in use" measures the human, business and societal impacts of products ISO250xx - Quality in Use ISO125000 is a standard that describes software attributes, how to specify them and how to measure them: Software Quality and Requirements Evaluation http://iso25000.com/index.php/en/iso-25000-standards Asking the customer – the dilemma http://sethgodin.typepad.com/seths_blog/2016/06/you-cant-ask-customers-want-they-want.html UX http://semanticstudios.com/user_experience_design/ http://uxmyths.com/post/1533970267/myth-27-ux-design-is-about-usability Radio stations http://www.thisisglobal.com/radio/ Bias and changing perceptions https://itwasneveradress.com/ https://www.youtube.com/watch?v=S2Kblliis1s http://qz.com/640302/why-is-so-much-of-our-new-technology-designed-primarily-for-men/
  142. 142. Be happy - do good - leave the world a better place than you found it Isabel Evans UReferences XLady’s persona model There are many ways to document a persona and context of use. One example with good suggestions is here: http://www.ux-lady.com/diy-user-personas/ Dolphin Computer Access Thank you to Dolphin Computer Access for permission to include user story examples https://yourdolphin.com/ Green and blue scripts See http://bit.ly/29tNx5I And http://blockbustermultimedia.com/?p=1760 Interaction design (askTOG) Excellent reference to start: • http://asktog.com/atc/principles-of-interaction-design/ not mentioned but also useful: Nielsen, J and Norman, D, The definition of user experience, Nielsen Norman NN Group Website, available at https://www.nngroup.com/articles/definition-user- experience/ Hassenzahl, M., The encyclopedia of human computer interaction, Interaction Design Foundation, chapter 3 “User Experience and Experience Design”. Available at www.interaction-design.org • “User Experience is not about technology, industrial design, or interfaces. It is about creating a meaningful experience through a device.” http://product.voxmedia.com/2016/5/11/11612516/accessibility-matters-and-heres-what-were-doing-about-it http://www.slideshare.net/spispeas/universal-design-make-one-design-that-fits-everyone https://twitter.com/uxcampcph
  143. 143. Be happy - do good - leave the world a better place than you found it Isabel Evans References Heuristic evaluation and Jacob Nielsen https://www.nngroup.com/articles/ten-usability-heuristics/ DX and TX http://alarmingdevelopment.org/ http://research.csc.ncsu.edu/dlf/ http://blogs.ca.com/2016/01/27/moving-it-service-management-to-the-21st-century/ TX: Links on www.isabelevans.uk • Why we need a better experience of software – [ref 1] http://bit.ly/2by8XuA Blog post • Why we need a better toolset – [ref 2] http://bit.ly/2bM9DNj Blog post • A vision for the future – [ref 3] http://bit.ly/2c0tEld Wiktionary definition – [ref 4] http://bit.ly/2bwAEsb Blog post Take action! A decline in CX ratings https://experiencematters.wordpress.com/2016/03/28/examining-massive-decline-in-customer-experience-ratings

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