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Designing the
iPhone User Experience
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Designing the
iPhone User Experience
A User-Centered Approach
to Sketching and Prototyping iPhone Apps
SUZANNE GINSBURG
Upper Saddle River, NJ • Boston • Indianapolis • San Francisco
New York • Toronto • Montreal • London • Munich • Paris • Madrid
Capetown • Sydney • Tokyo • Singapore • Mexico City
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Library of Congress Cataloging-in-Publication Data
Ginsburg, Suzanne.
Designing the iPhone user experience : a user-centered approach to
sketching and prototyping iPhone apps / Suzanne Ginsburg.
p. cm.
Includes index.
ISBN 978-0-321-69943-5 (pbk.)
1. iPhone (Smartphone)—Programing. 2. Application
soware—Development. I. Title.
QA76.8.I64G56 2010
005.1—dc22
2010021718
Copyright © 2011 Suzanne Ginsburg
All rights reserved. Printed in the United States of America. is publication is protected by copy-
right, and permission must be obtained from the publisher prior to any prohibited reproduction,
storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical,
photocopying, recording, or likewise. For information regarding permissions, write to:
Pearson Education, Inc.
Rights and Contracts Department
501 Boylston Street, Suite 900
Boston, MA 02116
Fax: (617) 671-3447
ISBN-13: 978-0-321-69943-5
ISBN-10: 0-321-69943-2
Text printed in the United States on recycled paper at Courier in Kendallvi lle, Indiana.
First printing, August 2010
Editor-in-Chief
Karen Gettman
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To Mom and Dad,
who have always been inquisitive, supportive, and encouraging.
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CONTENTS vii
Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
We’d Like to Hear from You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxvii
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxix
About the Author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxxi
PART ONE: iPhone Application and Device Overview . . . . . . . . . . . . . . . . 1
Chapter 1: iPhone Application Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Utility Apps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Minimal Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Simple Layouts and Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Standard User Interface Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Utility App Tour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Productivity Apps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Hierarchical Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Accelerators and Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Productivity App Tour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Immersive Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Focus on the Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Customized User Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Immersive App Tour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Chapter 2: iPhone Device Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Reviewing the iPhone and iPod Touch’s Features . . . . . . . . . . . . . . . . . . . . . . . . . 20
Multi-Touch Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Supported Gestures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Custom Gestures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Light, Proximity, and Motion Sensors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Ambient Light Sensor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Proximity Sensor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Motion Sensor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Location and Compass Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Location Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Compass . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
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viii CONTENTS
Bluetooth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Still and Video Cameras . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Image Capture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Image Enhancement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Image Recognition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Microphone and Speaker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
PART TWO: Defining Your iPhone App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Chapter 3: Introduction to User Research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Common User Research Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
What Will I Learn? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
How Is Up-front User Research Dierent from Usability Research? . . . . . . 42
How Much Is is Going to Cost Me? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Two Week s Is St il l To o Long; W hat Are My Alternat ives? . . . . . . . . . . . . . . . 42
Shadowing and User Interviews . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Shadowing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Field Interviews . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Interviews with Subject Matter Experts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Phone Interviews . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Street Interviews . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Focus Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Documenting User Interviews . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Still Camera . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Diary Studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Choosing a Research Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
No Clear App Concept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Rough App Concept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Existing App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Planning Your Research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Purpose and Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Study Dates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
User Proles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Questions for Research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Report Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
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CONTENTS ix
Recruiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Screener . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Number of Participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Compensation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Facilitating Interviews . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Ask Open-Ended Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Look for Concrete Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Probe What’s Not ere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Capture Relevant Artifacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Wrap-up and Debrief . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Related Research Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Chapter 4: Analyzing User Research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Share the Wealth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Analyze Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Handwritten Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Transcripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Verbat im Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Document Implications and Ideas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Report Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Methodology and Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Tea m Members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Participant Proles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Presenting the Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Create Design Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Personas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
User Journeys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Revise the Product Denition Statement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Case Study 1: Windspire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Case Study 2: Aardvark Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Chapter 5: Evaluating the Competition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Benets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
What to Avoid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Needs Alignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Inspiration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Apps to Include . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
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[...]... of iPhone app development: the coding, the marketing, the customer support All of the elements must come together Designing the iPhone User Experience will help you tackle the user experience part of the iPhone challenge Three key themes will be reinforced throughout the book: know thy user, the design life cycle, and attention to detail Know Thy User Millions of people depend on iPhone apps to get them... terminology User experience design and user- centered design are most synonymous with the book’s overarching goals: • User experience design According to Donald Norman, User experience design [abbreviated to UX or UE] deals with all aspects of the user s interaction with the product: how it’s perceived, learned, and used.”2 In the case of the iPhone, these “aspects” can include everything from the interaction... aspects of the user experience: the user interface, visual design, branding, accessibility, and localization Case studies are included throughout the book to illustrate how other companies approach user experience design • Part One: iPhone Application and Device Overview” The chapters in this part provide the grounding and foundation you’ll need for the rest of the book You’ll learn about the iPhone Human... possible without the support of many talented individuals The first person who paved the way was Raven Zachary, the president of Small Society We met when he was presenting on an iPhone panel at the Web 2.0 Summit in the fall of 2008 Raven encouraged me to start my iPhone user experience blog, iPhone UX Reviews (www.iphoneuxreviews), which led me to Tim Burks, the founder of the Silicon Valley iPhone Developer... chapter reviews accessibility on the iPhone, with specific attention to VoiceOver compatibility Additionally, the chapter explains how to localize the user experience of your app, covering both built-in and custom solutions The book wraps up with a look to the future of the iPhone and how its evolution may impact the user experience Case Studies Parts Two through Four contain iPhone app case studies, which... since they are familiar to users iPhone designers should also learn about the hardware that defines the iPhone user experience Having this knowledge may inspire creative app solutions, for example, augmented reality apps combine the compass, GPS, and camera The chapters you’ll find in Part One are the following: • Chapter 1, iPhone Application Overview,” discusses the HIG, with an emphasis on the three... (Chapter 4) The Windspire app helps users determine whether they have enough wind for a turbine and how much money they could save with one In the early design phase, the company conducted field research to understand the needs of potential customers • Case Study 2: Aardvark Mobile (Chapter 4) The Aardvark iPhone app lets users ask friends and friends of friends for advice while on the go The company... and more! These individuals will appreciate the “guerrilla” user research methods outlined in the book They will also enjoy reading the case studies, which show how companies big and small approach user- centered design As their companies grow, entrepreneurs can use this book to help build their own user experience team of iPhone designers and researchers • Developers Developers who are new to user- centered... “An Agile Approach to iPhone Development,” caught the attention of Chuck Toporek, who is now my editor at Addison-Wesley Chuck recognized the need for a book on the iPhone user experience At the time there were plenty of iPhone programming books but not one on iPhone app design Although Chuck and I saw eye to eye on the book’s vision, I was uncertain about writing an entire book on the subject But Chuck,... consider the ever-growing field of Twitter clients There are hundreds of variations in the App Store, but only a handful stand out from the pack (such as Tweetie and Twitterific) For most apps, it boils down to one thing: the user experience The same is true for countless other categories within the App Store; well-designed apps are more likely to attract and retain users Of course there are other critical . development: the coding, the marketing, the
customer support. All of the elements must come together.
Designing the iPhone User Experience will help you tackle the. help you tackle the user experience part
of the iPhone challenge. ree key themes will be reinforced throughout the book:
know thy user, the design life
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