Intro to user experience UX

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Slides from a session of the University of Edinburgh User Experience Interest Group 25 July 2012

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  • 1.Welcome!User Experience (UX) Interest Group 25 July 2012

2. Agenda Session 1 An intro to User Experience (25 minutes) Session 2 (90 minutes) Group A: Webinar followed by discussion Group B: User testing Post session: Innis & Gunn Bar (Potterrow) 3. What is UX &why does it matter?An introduction to user experiencemanagement & monitoring Neil AllisonUniversity Website Programme25 July 2012 4. Overview What is UX? Why does UX matter? How can I communicate UX? How can I measure UX? 5. What is UX? UX = User eXperience Its the sum of all experiencesa customer has with a business A star to sail your ship by Jesse James Garretthttp://bit.ly/LwyoL8 A flag in the sand on the horizon Jared Spool 6. Advertising and UXAdvertising is about getting the customer to love the company.UX is about getting the companyto love the customer. Whitney Hess http://bit.ly/Qkzxeu 7. Usability and UX a scenarioThe customer, looking for a new digital camera, goes to the largeelectronic retailers website. She quickly finds the camera she wants,puts it in the cart, and without incident, pays for it using the option topick it up at the store that same day. Quick, easy she is pleased andexcited to receive her camera. Website usabilityWhen she arrives at the store, she initially doesnt know where to go,as no visual clues present themselves. After a ten-minute wait at thecustomer service desk, shes told shes in the wrong place and needs tofind another desk, this one labelled Online Receiving. Once she findsthat desk, the clerk, who obviously cant wait for his shift to end, sighsand says the camera shes purchased is out of stock. She can buy adifferent camera at this point, but to receive a credit for her originalonline purchase, she needs to call an 0800 number. She ends up leavingthe store without a camera and a charge on her credit card she needsto resolve. User experienceJared Spoolhttp://bit.ly/QkzSxJ 8. http://bit.ly/QkzSxJ 9. What is UX? Why does UX matter? How can I communicate UX? How can I measure UX? 10. Marketing has changedIn the golden age of mass communication Image = RealityIn the new fragmented, aggregated age: Reality = Reality Foolproof.co.ukhttp://bit.ly/QkAx2h 11. Econsultancy.comhttp://bit.ly/QkApQm But what does this mean in the Higher Education environment? Applications? Conversions? Repeat study? Brand perception? 12. Why should UX matter to you? It lays the groundwork for subsequentdevelopment decisions Your UX vision provides a way of gainingcollective agreement about strategic direction It provides an agreed baseline against whichyou can appraise current performance 13. What is UX? Why does UX matter? How can I communicate UX? How can I measure UX? 14. 3 steps to an effective UX vision Step 1: Focus on Research Must be grounded in reality Step 2: Focus on Experience Express for the user, not the product Step 3: Share the Vision Everyone needs to share and buy into itJared Spoolhttp://bit.ly/QkzJKL 15. How to share a UX vision Tell a story Draw a picture Create a video 16. Tell a story Easiest to do Easy to collaborate on Storytelling is an ancientand universal activity PG experience enhancement project: http://bit.ly/oXX0FD 17. Cartoons movestorytelling on This exampleexpresses the UXvision for a newproductDavid TravisUserfocus.co.ukhttp://bit.ly/QkzNKt 18. Posters Some stakeholderswill need regularreminders of the UXvision theyvesigned up to Foodspotting.comhttp://bit.ly/OoxYHd 19. Mood-time graphs Because everything doesnt happen at once We can lose and gain uxmatters.com user goodwill We should look to prioritise the biggest pain points http://bit.ly/QkA7J6cxpartners.comhttp://bit.ly/QkzW0m 20. http://bit.ly/QkA2oL 21. Videohttp://bit.ly/QkA8Nc 22. What is UX? Why does UX matter? How can I communicate UX? How can I measure UX? 23. How can I measure UX? It depends on what youre looking to find There is no silver bullet No single tool or approach can do everything Analytics + enquiry monitoring+ market research + user research= Greater than the sum of their parts 24. How many blind men are there round your elephant? 25. Regular reporting is keyLou Rosenfeld: http://bit.ly/qHOTad 26. Thank youQuestions? Neil.Allison@ed.ac.ukUniversity Website Programme @usabilityed 27. Session 2 Group A Steve Krug webinar The least you can do about usability http://bit.ly/QkAfII Group B User testing session Grab a name label, pair up Quick overview of the logistics & timing