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User Experience

©Jeff Patton

Five topics today: User Experience explained simply and then: Users and modeling what you know about them Usability evaluating & testing it Visual Design guidelines to help visual design to communicate what you intend Emotional Design how do users feel about your software?
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User Experience is Built From Dependent Layers

Jesse James Garrett’s Elements of User Experience: http://www.jjg.net/elements/
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The Surface Layer Describes Finished Visual Design Aspects

Surface Skeleton Structure Scope Strategy

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The Skeleton Describes Screen Layout and Functional Compartments in the Screen

Surface Skeleton Structure Scope Strategy

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Structure Defines Navigation from Place to Place in the User Interface

Surface Skeleton Structure Scope modal wizards task panes

modal dialogs

Strategy

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The Places in the User Interface are Built to Support User Task-Centric Scope

Surface Skeleton Structure Scope Strategy

user tasks: • enter numbers • enter text • enter formulas • format cells • sort information • filter information • aggregate information • graph data • save data • import data • export data • print • …..

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Business Goals Drive User Constituencies and Contexts Supported To Form Strategy

Surface Skeleton Structure Scope Strategy

business goals: • displace competitive products • motivate sale of other integrated products • establish file format as default information sharing format • … user constituencies: • accountant • business planner • housewife • … usage contexts: • office desktop • laptop on airplane • pda in car • …

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Understanding the Relationship Between Goals, Tasks, & Tools is Critical

Software Product Features Tools

Tasks

one or more users engaged in many tasks in support of a common high level goal is often referred to as workpractice

Goals
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Garret’s Elements of Ux Stack Can Apply to the User Experience of Other Complex Products

• These layers of concerns apply not only to software but a variety of products. • In particular, products that support a wide variety of user tasks benefit from this kind of thinking.

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Let’s Look At a Product We All Use: The Place We Live

Surface Skeleton Structure Scope Strategy

goals: • live comfortably • eat well • stay clean • be healthy • keep up with Jones’s • … user constituencies: • me • spouse • child • … usage contexts: • suburban neighborhood • near good schools • near shopping • …

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What might I do to reach my goals?

Surface Skeleton Structure Scope Strategy

user tasks: • store food • prepare food • eat food • sleep • bathe • store changes of clothing • stay out of rain • entertain guests • entertain self • …

© 2006-2008 Jeff Patton, All rights reserved, www.agileproductdesign.com

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Arranging tasks by affinity allows me to think about contexts that best support tasks. Contexts in a home have common names we all know.

Surface Skeleton Structure Scope Strategy

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When designing a particular interaction context such as a “kitchen,” I optimize layout and tool choices to support tasks I’ll do there

Surface Skeleton Structure Scope Strategy

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I’m going to spend a lot of time here, I want my experience to be as pleasant as possible…

Surface Skeleton Structure Scope Strategy

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Tool Design to Ux Designers is as Snow is to Eskimos (or Cross Country Skiers)

Surface Skeleton Structure Scope Strategy

Tools
• Navigation Map • Page Wireframes • UI Design Guidelines

Tasks Goals

• User Tasks & Activities, or Use Cases • Technology Independent

• Business Goals • User Model with User Goals

• Architectural Goals Based On Context of Use

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User Interface Designers Often Use “User Tasks” to Describe What People Do
• • • • Tasks require intentional action on behalf of a tool’s user and have an objective that can be completed. Tasks decompose into smaller tasks. Activities are used to describe a number of tasks that my be completed in an any order in pursuit of a general goal. “Read an email message” is a task, “Managing email” is an activity.

task message create task folder

read

manage email activity prioritize task message delete task message task

send task message

task

task

place message task in folder task

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Each Layer Validates The Next
• As we move up layers in Garrett’s model it’s easy to see how each layer validates the previous layer • This doesn’t mean that decisions on each layer must be made before moving on to the next – that’s often impractical
– When making a decision on one layer, consider the assumptions that must be true on the next layer down – When information changes on lower layers – information such as business or user goals, or our understanding of tasks, consider the implications on layers above

© 2006-2008 Jeff Patton, All rights reserved, www.agileproductdesign.com

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User Experience User-Centered Design Interaction Design Information Architecture Visual Design Usability Human Computer Interaction So, why all the different words?
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User Experience Words Describe Distinct Concepts & Responsibilities
• User Centered Design
– refers to a class of methodologies where design decisions are based on some tangible user model. That user model must be based on the research of the users of the application.

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User Experience Words Describe Distinct Concepts & Responsibilities
• Interaction Design
– refers to the specific choices of user interactions we make to allow users to meet their goals in the software. Interaction Designers are generally User Centered Designers.

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User Experience Words Describe Distinct Concepts & Responsibilities
• Interaction Design

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User Experience Words Describe Distinct Concepts & Responsibilities
• Visual Design
– refers to the design of the visual appearance of software, advertising, or other commercial products. Visual Design focuses a bit more on esthetics.

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User Experience Words Describe Distinct Concepts & Responsibilities
• Usability
– Usability refers to the ability of a specific type of user to be able to effectively carry out a task using a product. – Usability is usually measured through testing. Given a number of test subjects that reflects the type of user that will use the application:
• how many successfully complete a task. • on average how quickly do they complete that task. • on average how many user errors are made while attempting to complete that task.
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User Experience Words Describe Distinct Concepts & Responsibilities
• Information Architecture
– refers to the structuring of information so that it best supports the consumption by its target users. An IA professional is often considered a counterpart to an Interaction Designer where Interaction Designers focus on how people use computers to accomplish work, and Information Architects focus on how people leverage information to support goals.

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User Experience Words Describe Distinct Concepts & Responsibilities
• HCI or CHI
– Human-Computer, or Computer-Human interaction refers to the study of how humans and computers interact. An HCI professional may be a researcher, a designer, a psychologist, or anyone who might focus on human-computer interaction as part of their work or study.

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so what should you do about all this? start by understanding your users

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Actors, Roles, Profiles, & Personas Describe Users
• Actor & Goal
– Often a job title or the common name for the type of user in a system



User Role
– Short name describing a user in pursuit of a goal – users change roles as their goals change

On-line Shopper: browse and purchase merchandise on line Customer Support Rep: aid customers over the phone and on line with issues



User Profile
– Adding summary information about the types of users who fill a role or perform as an actor begins a process of “profiling”



Persona
– Choosing specific characteristics of a person and compiling those into a archetypal description of that person creates a strong design target

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Actors, Roles, Profiles, & Personas Describe Users
• Actor & Goal
– Often a job title or the common name for the type of user in a system



User Role
– Short name describing a user in pursuit of a goal – users change roles as their goals change

Casual Browser: pass time by browsing products online Comparison Shopper: compare price and features for items I wish to buy Gift Shopper: find a gift for someone that likes the types of products this website sells Impatient Buyer: find what I need and get through the checkout process quickly



User Profile
– Adding summary information about the types of users who fill a role or perform as an actor begins a process of “profiling”



Persona
– Choosing specific characteristics of a person and compiling those into a archetypal description of that person creates a strong design target

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Actors, Roles, Profiles, & Personas Describe Users
• Actor & Goal
– Often a job title or the common name for the type of user in a system

Web Shoppers Users: 50,000 customer visit this sporting goods website monthly Activities: browsing, price comparing, gift shopping, handling returns Computer Skills: vary wildly from first time users to expert – although moderate computer skills are typical Domain expertise: typical customers are avid outdoor enthusiasts…
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User Role
– Short name describing a user in pursuit of a goal – users change roles as their goals change



User Profile
– Adding summary information about the types of users who fill a role or perform as an actor begins a process of “profiling”



Persona
– Choosing specific characteristics of a person and compiling those into a archetypal description of that person creates a strong design target

Actors, Roles, Profiles, & Personas Describe Users
• Actor & Goal
– Often a job title or the common name for the type of user in a system

Steve Powell competitive mountain biker “I’m looking for stuff that’ll help me stay ahead of the pack”



User Role
– Short name describing a user in pursuit of a goal – users change roles as their goals change



User Profile
– Adding summary information about the types of users who fill a role or perform as an actor begins a process of “profiling”

Steve races mountain bikes competitively. He shops the web on a regular basis to keep abreast of new equipment releases on the market, and to make sure he has the best equipment he can afford. He’s used computers for years and considers himself an expert user. He maintains his own website and blogs about his races and upcoming schedule. Steve relies on reviews from his peers to judge the quality of equipment. He often writes reviews of his own for stuff he’s tried out.



Persona
– Choosing specific characteristics of a person and compiling those into a archetypal description of that person creates a strong design target

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Create an Assumption Based User Profile by Writing Down Your Assumptions About Your User as a Team
• • As a team, gather together to discuss the types of user that use your system
– Start by brainstorming types of users

Starting with the user you believe is the highest priority for your software, discuss the following characteristics of that user type:
1. # of users that occupy this user type 2. General responsibilities 3. Computer skills 4. Domain expertise 5. Goals: how does this software tool help this user reach their goals? 6. Pain Points: what nagging problems can this software help solve? 7. Usage Contexts: where will this software be used? 8. Software Ecosystem: what other software tools does this user type rely on? 9. Collaborators: who does this user work with to help reach their goals? 10.Frequency of Use: how often is this type of user likely to use this software? 11.Design Opportunities: given all this, what opportunities are there to help and delight this user type?
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Designers Get Information About Users Through Research
• • • • • • • • • • • Interviewing users from target user groups Observing users Questionnaires Existing published demographics Existing published research Customer service records and representatives Sales and marketing Usability testing Focus groups Look at the assumptions your user information is based on How could you replace assumptions with facts gathered from research?
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now what? evaluate your product’s usability

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Usability is a Measured Quality Characteristic of Software
• Usability is measured through testing • Users placed in front of a prospective system are asked to perform specific tasks without instruction or guidance • Typical usability tests measure:
– Task completion frequency – Task completion time – Errors or mis-steps

• Professionals [and novices] can [and will] give their subjective evaluation on usability, but you can’t really be sure until you test [or ship].

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Lightweight Usability Testing Is Fast & Cheap
• Lightweight usability testing can be performed by directly observing users working with software or workign with a paper prototype of your software • To test software before it’s built
– Build a componentized paper prototype – Choose a task or set tasks – Test it

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Build a Componentized Paper Prototype
• Tools
– Card Stock (use for screen backgrounds and cut up for components) – Index Cards (lined cards make great lists) – Scissors or Xacto knife – Cello tape – Repositionable tape – Pencils – Sharp felt tip pens – Transparency film (great to write on)

• Draw each component on card stock, cut it out, and stick it to the prototype using repositionable tape

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Build a Componentized Paper Prototype

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Testing In Action
• Facilitator introduces the team. • Facilitator introduces tasks to perform and goals, then invites test participants to “think out loud” and begin. • Facilitator plays sports-caster; keeps subject talking, narrating when necessary. • Observers record data – use post-it notes to make downstream analysis move faster. • When the test is complete observers may ask test participants questions. • Thank test participants • Consolidate data – How many issues did you detect? Consider issues as items you’d change.

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Test First – Building Confidence into Software Development
• Agile development’s test-first technique doesn’t just apply to code • Use paper prototyping and usability testing to validate that your requirements are accurate and the software you intend to build can be effectively used • It’s normal to perform several iterations of design and test in paper in a few hours

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Nielsen’s 10 Usability Heuristics (1 of 2)
1. Visibility of system status (keep the user informed)
– be forthcoming - don’t hide information, does the system know something the user doesn’t?

2. Match between system and real world (user language and real world conventions)
– watch your language, does it match your users’ vocabulary?

3. User control and freedom (easy exits, undo and redo)
– padded corners, hand rails, and safety nets, can I explore the system safely without damaging my work?

4. Consistency and standards
– same thing the same way, are elements of the UI that do the same thing presented consistently?

5. Error prevention
– does the system take steps to stop unnecessary errors?

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Nielsen’s 10 Usability Heuristics (2 of 2)
6. Recognition rather than recall (reduce remembering with visible options, actions, and instructions)
– can I see what my options are? (brail user interfaces don’t count)

7. Flexibility and efficiency of use (customization and support for advanced users)
– speed keys and buttons support quick access to frequently used tasks

8. Aesthetic and minimalist design (reduce irrelevant or rarely needed information)
– Less is more, WYSIWYN: what you see is what you need

9. Help in recognizing, diagnosing, and recovering from errors
– do errors explain what went wrong in the users’ language and give steps to recover?

10.Good help and documentation
– does documentation explain how to accomplish a task, or merely what each button does?
Jakob Nielsen’s Heuristic Evaluation: http://www.useit.com/papers/heuristic/
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Usability Refers To The Ability of a User To Effectively Execute A Task Using a Tool, Not Esthetics
• • Usability is a measured characteristic of your software Visual design adds look and feel that may affect usability
– Don’t assume because software looks good that it is usable – Don’t assume that because software looks bad that it isn’t usable http://www.uie.com/brainsparks/2006/03/27 /is-ugly-the-new-black/

• •

Don’t assume those skilled at visual design are also skilled at usability While Visual Design certainly can affect usability, it’s quite possible for a product to have pleasing visual design, but intolerable usability

Don Norman’s The Design of Everyday Things
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Suppose you’ve done everything right… you’ve considered users, usability, and tuned your visual design, but users don’t love your software How do they feel about it?

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Don Norman explains that beauty, at least for products, isn’t skin deep

“Attractive things make people feel good, which in turn makes them think more creatively…. making it easier for people to find solutions to the problems they encounter.” -- Don Norman
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Norman explains three characteristics of design to observe: Visceral, Behavioral, & Reflective

Visceral
• What is the products initial impact or appearance?

Behavioral
• How does the object feel to use?

Reflective
• What does the object make you think about? What does it say about it’s owner?

Visceral: characterized by or proceeding from instinct rather than intellect

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Noriaki Kano asks us to consider quality as being composed of objective and subjective elements

“Discussions of quality have revolved around the two aspects of subjectivity and objectivity since the time of Aristotle. Embedded in this objectivesubjective split is the idea that objective quality pertains to the ‘conformance to requirements’ while subjective quality pertains to the ‘satisfaction of users.’” --Noriaki Kano

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Kano explains three general classifications for product features: must-haves, one dimensionals, and delighters

Must-haves
• The products must have this features for me to be happy

One dimensionals
• The more of this I get, the better “This car has many flaws. Buy it anyway. It’s so much fun to drive” -- from a NY Times review of the Mini Cooper

Delighters
• I love this element of the product!

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parting words:

user experience is a function of users, their goals, and the tasks your software supports to help them reach their goals. Finally, how do your users “feel” about your product? the quality of your software’s user experience turns on your understanding of those elements.
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...Apple? [Prabin] Ans : In a sentence, the key factor of success for Apple is the “Apple way” of doing the things. From the initial stage of company, it starts thinking and doing things differently than the competitors or the market trend. When there were computers only for the government organizations and big corporations, Apple made vision to launch computers for individuals and made it success by lunch of Apple1 personal computers. Also, it’ simplest and user friendly interface with sophisticated features and functionality make its product unique from competitors. It incorporates lots of creativity and ingenuity used by designers and engineers make innovations to happen more possible. It also uses integrative customer’s experience into the designs and development process which helps the products according to desire of customers and it give higher level of satisfaction to its users. Though it has simpler and user-friendly interface, its internal development model is so complex that it is unable to duplicate by competitors. The evaluation required for the inception of new product includes: a marketing requirement document, an engineering requirement document, and a user-experience document. This makes visionary for company to get success before product is lunched. The company give focus on everything from designing to packaging and shipping of its product. The other most important thing to be considered is Apple products like iPhone, iPad, iPod, iMac are mostly depicted by media tempting...

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Premium Essay

Design Thinking

...DESIGN THINKING Summative Assignment DSM5A1 – Graeme Campbell Lorenzo Robuschi S00607430 05/12/2014 Define the Concept of Design Thinking Design Thinking The global corporate world is engaged in the continuous process of searching for ways in which it can improve its performance. As businesses become more and more competitive with each other, employers and business managers have to continually seek ways by means of which they can improve their performance and develop competitive strategies and edges in order to clinch leading positions. Among the myriad of strategies sought for this purpose is that of design thinking. Design thinking can be defined as a process by which businesses empathize with the situation and needs of the consumers so that they are able to produce goods and offer services that meet these needs. Therefore, design thinking is a protocol for solving emergent problems and discovering new ways and opportunities through which a business can improve and better its performance (Martin, 2007 P. 198). My Own Definition of Design Thinking Design thinking is the process of contextualizing business problems within the design framework. In this framework, the business leader envisions the problem at hand in a pictorial form and places all elements of the problem in its place. They then explore means to be used to link the problem with an amicable solution that will favor the needs of the consumers, who are the stakeholders that benefit...

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Product Design

...PRODUCT DESIGN Product Decision / Analysis / product Development Product Design 1) Product is anything that is capable of satisfying a felt need. A new product is the one which is truly innovative and is significantly different from other products. 2) Product Design specifies which materials are to be used, determines dimensions and tolerances define appearances of the product and sets standards of the performance. 3) Service Design specifies what physical items, sensual benefits and psychological benefits the customer is to receive from the service. Design has a tremendous impact on the quality of product or service. An Effective Design Process 1) Matches the product or service characteristics with customers requirement 2) Ensures customers requirements are met in simplest and least costly manner 3) Reduces the time required to design a new product or services 4) Minimize the revisions necessary to make a design workable. Product Design and Development 1) New Product Design 2) Improvement in the design of existing product due to life cycle of a product Product Decision: 1) the selection, definition and design of the products. The existing of the organization depends upon how well it provides goods and services to society. Since every product has life cycle the old product live for some time and die and hence new product are required for society this is due to changing societies, habits, tastes, liking etc. Thus operation...

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