The document summarizes key points from presentations at the 8th annual EuroIA conference on information architecture, user experience, and interaction design. It discusses workshops on visualizing information effectively, common frustrations with work systems and bureaucracy, and identifying important user tasks on websites. Resources mentioned include books, websites, and decks of cards with insights on human behavior and design suggestions. The document encourages applying concepts from the conference like rapid testing, recommender systems, and design thinking to customer experience design.

1. 27 – 29 September 2012
highlights
presented by Dimiter Simov (Jimmy)

2. About EuroIA
• annual, 8th edition
• topics: information
architecture, user
experience, usability, interaction
design… (just do not define the
thing)
• presenters: everybody has a chance

3. The EuroIA experience

4. Agenda:
• Visualizing information
• Stupid bloody system
• Dirty magnet
• Resources

5. Stephen Anderson:
Visualizing Information

6. Workshop goals:
• present information in useful and
engaging ways
• present information in different
ways
• existing patterns for presenting
information
• Tips, approach, resources

7. Existing patterns (villains)
Spreadsheet
List
Grid view
Dashboard
source: http://www.poetpainter.com/

8. Which camera should I buy? Why?
Can we do better?
grid pattern
source: http://www.poetpainter.com/

9. source: http://www.poetpainter.com/

10. source: http://www.poetpainter.com/

11. source: http://www.poetpainter.com/

12. source: http://www.poetpainter.com/

13. source: http://www.poetpainter.com/

14. What is important for users?
• megapixels
• brand
• price range
Really?!
source: http://www.poetpainter.com/

15. Is it not rather:
• user reviews
• quality (indicated by price)
• release date
• in-depth professional reviews
• actual photos
• appearance in search results

16. A possible approach by three
dimensions: timeline, user
reviews, and popularity
source: http://www.poetpainter.com/

17. Myths
• Because the data is dynamic, we
can't do really cool visual displays
• Visualizations are driven only by
numeric data
• I don't have the graphic design skills
to do something cool like that
source: http://www.poetpainter.com/

18. Process
source: http://www.poetpainter.com/

19. Agenda:
• Visualizing information
• Stupid bloody system
• Dirty magnet
• Resources

20. Jonas Söderström
Stupid bloody system!

21. Feeling for stress and psychological
pressure at work more than doubled
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

22. Biggest sources of frustration at work:
1. Internet
2. Computer
3. Printer
4. Boss
5. Meetings
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

23. The average Swedish employee looses
2 hours a week on IT-related issues.
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

24. How much time do you waste?

25. Symptoms:
1. Many different systems
2. Fast introduction of new systems
3. Vigilance (virus protection,
upgrades, passwords…)
4. No training
5. Controlled by the system
6. Overburdened by administrative
systems

26. Enter Cyril Northcote Parkinson
a bureaucracy will grow
"naturally" each year with 6 %
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

27. The average annual growth of the
administration in universities in
Sweden is 6 %.
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

28. Bureaucracy 2.0
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

29. Recipe:
1. Observe users
• At least once every six weeks
• every member of the team
• for at least two days
• watches users use the system and
do everything they do at work
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

30. Recipe
2. Offer consumer-grade usability
• make the systems used at work
• as pleasant and easy to use
• as the systems people choose to
download into their smartphones
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

31. Recipe
3. Do good
• more:
freedom, empowerment, trust, self-
organizing
• less: control and distrust
source: https://speakerdeck.com/u/jonas_blind_hen/p/stupid-bloody-system

32. Agenda:
• Visualizing information
• Stupid bloody system
• Dirty magnet
• Resources

33. Gerry McGovern
The dirty magnet

34. source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

35. Places
Populated Large Metro
FVCS
Area Area
Capital Cities
Of Canada
source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

36. Useless
Links
Knowledge
Resources Tools
Base
Infinity &
Beyond FAQS Slow Links
source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

37. Customer top tasks
What do users do on a website?
A few tasks account for most of the
activities of users.
source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

38. The Organization for Economic Co-
operation and Development (OECD)
mission = promote policies that will
improve the economic and social well-
being of people around the world
source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

39. What do users do at www.oecd.org?
Country surveys /
49 reviews / reports
Compare country
statistical data
Statistics on one
particular topic
Browse a
publication
online for f…
6
11 source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

40. everything
is on the homepage
source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

41. source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

42. How did they find out the top tasks?
they asked
source: Gerry McGovern, The Dirty Magnet, http://www.customercarewords.com/

43. Agenda:
• Visualizing information
• Stupid bloody system
• Dirty magnet
• Resources

44. In summary:
• To visualize information: identify
opportunity, dimensions, and nodes
of information
• To fight bureaucracy 2.0: observe
users and offer consumer-grade
usability
• To avoid dirty magnets and deliver
what users really want: identify user
tasks, especially the top ones

45. There was much more at EuroIA
• RITE = Rapid Iterative Testing and
Evaluation
• Recommender systems help fight
choice overload
• Beauty and usability
• Wicked problems and design thinking
for customer experience design
• …

46. Some resources
• Pervasive Information Architecture:
Designing Cross-Channel User
Experiences, by Andrea Resmini
books24x7: http://skillport.books24x7.com/toc.aspx?bookid=41870
amazon: http://www.amazon.com/Pervasive-Information-Architecture-Cross-Channel-
Experiences/dp/0123820944/
• Usable Usability: Simple Steps for
Making Stuff Better, by Eric Reiss
amazon: http://www.amazon.com/Usable-Usability-Simple-Making-Better/dp/1118185471/

47. • The Stranger's Long Neck: How to
Deliver What Your Customers Really
Want Online, by Gerry McGovern
amazon: http://www.amazon.com/Strangers-Long-Neck-Deliver-Customers/dp/1408114429/
• Seductive Interaction Design:
Creating Playful, Fun, and Effective
User Experiences, by Stephen P.
Anderson
amazon: http://www.amazon.com/Seductive-Interaction-Design-Effective-
Experiences/dp/0321725522/

48. http://getmentalnotes.com/
A deck of 52 cards
Each card is an insight into
human behavior and a suggestion to
apply this to the design of sites and
applications.

49. www.euroia.org
http://euroia.tumblr.com/
http://lanyrd.com/2012/euroia/
http://www.scoop.it/t/user-
experience?tag=euroia
http://www.currybet.net/cbet_blog/2012/10/
all-my-euroia-2012-notes-ebook.php

50. Arrivederci Roma!