Successful user experience strategies and roadmaps

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aire) n Thank participant summary 328 Successful User Experience: Strategies and Roadmaps Sample Usability Report Project Goal n What is the project trying to achieve? n How will you define success? Executive Summary n Describe the project in high level details What is being tested, what methodology and why it was chosen n How many participants, how many personas n Context of study (where it takes place, what kind of object is being tested?) Methodology of Work n Describe the methodology in enough detail so the stakeholder who is not a UX professional will understand n Why this methodology was chosen n What this methodology will seek to find Data and Results n List findings n What did the analysis show? What are the results? n Recommendations based on these findings Big Picture Takeaways 329 Conclusions Suggestions for Further Inquiry n Tie it back to strategy, what is the next logical UX step for the project n Back up your recommendations with corresponding user and business goals Specific Data Tables and charts are appropriate, showing details such as participant demographics, metrics, findings charges, etc n User workflow specification n User Mental model and demographic description n User interface screen wire frames (number of screens to be determined) Usability prototype testing n Test protocol: goals, procedure, and script for usability test n User interview questions n Pre-test questionnaire n Post-test questionnaire n Users perform specific tasks including following tour, changing stops on tour and completing tour n Test report presentation, including recommendations for next iteration Iterative heuristic evaluation work with technology development team n Expert review of new revision of design including recommendations Innovative user interaction design as the product develops further, including but not limited to additional Roadmaps Roadmaps create actionable steps to help the project reach its goals Strategic models and diagrams help provide the big picture and set goals and the roadmaps are the tactics to use in reaching those goals (Figures 16.1 and 16.2) 330 Successful User Experience: Strategies and Roadmaps Phase Strategy and Personas Phase Innovation and Design Phase Evaluation Phase Iterate and Complete Design Figure 16.1 General roadmap Strategy Set goals Clarify constraints Persona Define and flesh out the personas Walkthrough personas Create Design Wireframes Clickable prototype Usability Test Test each persona on prototype Actionable recommendations Iterate on Design Integrate data from testing Freeze product or technology Figure 16.2 Detailed roadmap Big Picture Takeaways 331 Glossary Agile a highly iterative software development methodology, where cross-functional teams evolve requirements and functionality Artificial intelligence (AI) an area of computer science that includes the study and development of software systems that provide intelligence for computing machines Cognitive walkthrough a usability inspection method that is task specific, comparing a user interface against a list of tasks to evaluate their ease of use Design thinking a mindset and a methodology for innovation by balancing open creative thinking with problem solving for specific situations End-to-end a design principal for computing networks whereby application-specific functions reside in the end nodes, or with the end user Environmental scans the study of competing products or systems Ergonomics field of practice whose goal is to create products, systems, and services that optimize the well-being of the person using it Expert review an evaluation done by a UX expert, using heuristics, personas and case studies Functional requirements identify key functions and interactions with a product, system or service Heuristic review a systematic usability inspection method that compares the user interface against an accepted set of usability principles Human factors a multi-disciplinary field of practice whose goal is to design products, services and systems that are user-friendly, and comfortable for people to use Information architecture the organization of information within a product, or system, including the design of system information This includes navigational flows and menu structures Information design the creation of an organizational system to store and retrieve information Intelligent user interface (IUI) user interface design that incorporates artificial intelligence This creates a user interface that has intelligence and thus provides a successful user experience Lean UX a set of principles that are used to focus on the experience not the deliverables Glossary 333 Mental model the view, image or construct a person has about a scenario, process or environment NLP Natural Language Processing can be seen as a subset of human-computer interaction NLP is a field of computer science, focused with interactions between a human and a computer Object-oriented design (OOD) the planning of a system of interacting software objects Qualitative studies exploratory research that collects data about underlying motivations and challenges and can help provide insights and new ideas These studies are formative and based on observations Quantitative studies focuses on collecting numerical data that are analyzed through mathematical based methods These studies are also defined as summative Scrum the term originates from the sport of rugby and is used to describe a specific agile methodology This particular approach defines roles such scrum master and product owner and has many events designed to encourage team communication Smartphone a digital phone that has capabilities to access and interact with applications and websites on the internet Software bugs the origination of this term dates back to computer software that was input via punch cards The software program would produce errors if bugs got into punch cards and filled the punched holes Although software has evolved past punch cards, the terms are still used for the errors produced in a software system Sprint a single development iteration, typically between two to four weeks in length, that includes production work and scrum events A given release will contain a certain number of these subsequently occurring iterations System usability scale (SUS) a tool for measuring the usability of a system and consisting of a 10 item questionnaire, with a point rating scale for each question Usability the degree to which a product or system can be used easily; how easy it is to use; the measure of how useful an object or product or technology is to the person using it Usability metrics specific measurements to determine how usable a product, system or service is Usability test a UX methodology to evaluate how usable a product or system is 334 Glossary User experience (UX) the experience of the person, using the object, product or technology; the totality of a person’s interactions with a product, system or service User requirements a set of specifications that define what the user expects the product, system or software to WIMP Window, Icon, Mouse, Pointing Device Glossary 335 Index Note: Page numbers followed by b indicates boxes, f indicates figures, and ge indicates glossary terms A A/B testing, 133 Accidental usability, 219 Agent Annotation and Retrieval of Images (ARIA), 36–39, 38f Agfa prepress systems, 166, 169 Agile, 333ge Agile software development manifesto, 158–164 methodologies and processes, 157–158 UX failure, 159b Agile User Experience Design high-profile project and offshore team members, 160 scrum master, 160 tight deadlines, 160 American Healthcare Association (AHCA) conference, 189–190 Analysis of variance (ANOVA), 228–229 AnswerLab, 123–124 Apple Inc, 39, 320–321 ARC, business strategy, 292–293 Arlington Voter Verification A/B test design, 264 four technologies, 264–265 issues, 265 Artificial intelligence (AI), 33–34, 333ge Association for Computing Machinery (ACM), 11–12, 14 Avore, Chris, 170b Axure prototypes, 205 B Big design conference customer journey maps during conference activities, 254–255 post-conference activities, 255 pre-conference activities, 252–254 final thoughts, 256 issues environment, 249 registration, 249 schedule, 249 signage, 249 social media, 249 trade show, 249 Wi-Fi, 249 storyboard registration, 255–256 timekeeper, 254 track manager, 254 understanding the users networking, 252 socializing, 252 Blue Hills Bank, 59f, 63–64 Brownie camera, 4–6 Buffalo General Hospital, 180b Business strategy ARC, 292–293 Canada solicited accent, 291 components, 293 contextual inquiry, 298 creation, 297–298 discovery phase, 293–294 goal setting, 302b, 306f mapping of, 299f personas, 298 qualitative research, 299 quantitative research, 300 regional municipalities, 291 stakeholder workshops browser and web standards, 296 express and set priorities, 294–295 group meetings, 295 vision and goals, 295–296 success, 306–307 usage scenarios, 299 user profiles, 298 visual designs, 300, 301f wireframes, 300 Index 337 C Cambridge Trust, 60f, 63–64 Cardiac Catheterization, 180 Cardiac workstation feedbacks, 186–187 moderator’s guide environment, 183 informative study, 187 RAT, 181 site visit members, 182 site visit process, 182–183 user feedback, 180–181 user profile data, 183 users, 185–186 working environment, 184–185 workstation, 183–184 Center for Medicare and Medicaid Services (CMS), 80–81, 188–189 competitive analysis, 84 environmental scan, 87 evolution of, 89–90 field studies, 84–85 focus groups, 85 goal settings, 88–89, 88–91f NHC, 82–83, 90–92 online survey, 86 persona development, 84–85 primary goals, 81 prototype, 83 quality improvement, 81 quality ratings, 82 social media, 87–92 success, 90 usability test, 83, 85–86 use case, 84–85 web analytics, 87 Checklists data specification, 330 expert review, 326 field studies review, 327 moderator’s guide, 328–330 suggestions, 330 usability report, 329b usability test, 325 Cognitive science, 28 Cognitive walkthrough, 333ge Community Emergency Response Team (CERT), 137–138 338 Index disaster survivors, 141–143 Microsoft-Word-based reports, 143–144 participants and recruitment, 139–140 research program, 138 script development, 140 session setup, 140–141, 142f valuable experience, 144 Compugraphic company, 166b, 169 Contextual inquiry, 179 Cross Channel e-Service design design concepts, 212–214 in-depth user research, 208–212 localization, 207–208 X Thinking approach, 207 D Data analysis, 135 Design thinking, UX, 32f, 333ge accessibility/disabilities, 28 Accessible Rich Internet Applications, 37–39, 38f Apple Inc, 39 ARIA, 36, 37f capturing images, 34–35 case study, 22b cognitive science, 28 competitive analysis, 46–47 creativity, 29 definition, 20 demographics, 27 development team, 21–22 goals, 27 graphical layer, 42 GUI, 42–44 human factors, 28 human memory, 28 human perception, 28 IA (see Information architecture (IA)) innovation, 29–30 iterate, 30–39 Letizia, 37–39 macro system, 20–21 micro interactions, 20–21 participatory design, 44–45 personas, 47–57, 50b, 56f physical and graphical layer, 42 principles of, 45–46 process issues, 21 prototype, 45 retrieving images, 34–35 Shoebox problem, 32f AI, 33–34 axes list, 31–33 conventional systems, 35–36 definition, 31 Electronic Shoebox Browser, 31–32 Lieberman, 34 use case, 49–57, 50b, 56f wireframes, 45, 46f Design, UX aspects, 20 definition, 18 elements of, 18–20 visual, 300, 301f Dewey, John, 159b Dynamic Systems Development Method (DSDM), 158 E Eastman, George, 2–7 Eastman Kodak Company, 72 Electrodermal activity (EDA), 147–148, 150–151 Empirical methods, usability tests, 117–118, 132–134 End-to-end customer experience, 333ge Environmental scans, 333ge Ergonomics, 333ge Expert reviews, 82–83, 333ge competitive analysis AnswerLab, 123–124 learnings, 128–129 methodology, 124–127 multi-phase iterative study, 129 research objectives, 124–125 task-based approach, 127–128 components, 119 heuristic reviews definition, 120–121 design principles, 122–123 GPS devices, 121 navigation system, 122 usability test, 120 Eye tracking, 148, 151 F Failure as success benefits, 310 Edison, Thomas, 310–311 findings and recommendations, 318–319 IA issues, 313 iterative approach, 311 Jobs, Steve, 320–321 results, 318 values, 310 Williams, Scott, 312b work methodology, 317–318 Field research, 179–187 Field studies, 178–179 font rationalization, 178 prepress system, 178–179 Focus groups, 188–194, 238 Fuller, R Buckminster, 26 Functional requirements, 333ge G Galvanic skin response (GSR) See Electrodermal activity (EDA) Gates, Bill, 309 Getting buy in innovation, 268 project managers, 269 resistance commercialization schedules, 271 critical path, users, 270–271 iterative approach, 271–287 resistant stakeholders, 269–270 users innovation, 270 ROI analysis, 269 UX strategy brand, 283–285 budget, 284 business and UX team, 274–275 business owners, 276 management success, 286–287 meeting, 276–282 positive changes, 280–282 product-development cycle, 284 product owners and product managers, 286 qualitative and quantitative data, 282 research team, 273, 277 SharePoint, 285, 286f usability tests, 279–280 Index 339 ... models and diagrams help provide the big picture and set goals and the roadmaps are the tactics to use in reaching those goals (Figures 16.1 and 16.2) 330 Successful User Experience: Strategies and. .. intelligence This creates a user interface that has intelligence and thus provides a successful user experience Lean UX a set of principles that are used to focus on the experience not the deliverables... corresponding user and business goals Specific Data Tables and charts are appropriate, showing details such as participant demographics, metrics, findings charges, etc n User workflow specification n User
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