EXPERIENCE IN YOUR ORGANIZATION Michele Ide-Smith Red Gate Software - - PowerPoint PPT Presentation

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EXPERIENCE IN YOUR ORGANIZATION Michele Ide-Smith Red Gate Software - - PowerPoint PPT Presentation

Jan 19, 2024 94 likes •979 views

WINNING HEARTS & MINDS: TIPS FOR EMBEDDING USER EXPERIENCE IN YOUR ORGANIZATION Michele Ide-Smith Red Gate Software As their usability approach matures, organisations typically progress through the same sequence of stages, from initial

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WINNING HEARTS & MINDS: TIPS FOR EMBEDDING USER EXPERIENCE IN YOUR ORGANIZATION

Michele Ide-Smith Red Gate Software

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“As their usability approach matures, organisations typically progress through the same sequence of stages, from initial hostility to widespread reliance

  • n user research.”

Jakob Nielsen

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A bit of background

Photo by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5359290323

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About me

  • UX Specialist at Red Gate Software
  • I work on tools for tSQL developers
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My UX journey…

Web developer Project Manager & Information Architect

1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011

Head of Interactive Production Web Strategy Manager UX Specialist Web accessibility Observed usability testing Information Architecture MSc in Human Computer Interaction

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UX maturity takes time

2006 2011

Occasional usability survey Dedicated UX Architect UX techniques and skills embedded

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UX Maturity Model diagram from an article by @rfeijo http://johnnyholland.org/2010/04/16/planning-your-ux- strategy/

In 5 years, we got to here

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Photo by Sarah and Mike …probably http://www.flickr.com/photos/sarahandmikeprobably/4266668689/

How do you get started?

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UX techniques are not hard to pick up

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But knowing when and why to use them takes experience

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Tip #1 Start small, show value

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Start with small but perfectly formed projects

Research Design Prototype Evaluate Improve

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Tip #2 Provide evidence

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Some stakeholders have strong opinions

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Use data to tell a story about your users

Support centre Surveys and feedback forums Usability tests and site visits Analytics

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Tip #3 Be considerate

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Highlighting poor design and content requires tact and diplomacy

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Use familiar language e.g. ‘customer focus’, ‘customer experience’ Always point out something positive as well as the negatives

Photo by hatalmas http://www.flickr.com/photos/hatalmas/6094281702

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Tip #4 Evangelise

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It’s your job to sell the value of UX

Photo by Alice Bartlett http://www.flickr.com/photos/alicebartlett/2364526812

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Doing UX work early reduces the cost of development and testing

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Bad UX costs the business through increased calls to customer support

Photo by ntr23 http://www.flickr.com/photos/ntr23/4435476085

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UX can be a differentiator

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Tip #5 Find a UX champion

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A UX champion can help gain

  • rganisational support and resources

Photo by Dunechaser http://www.flickr.com/photos/dunechaser/3538429942/

UX rocks!!

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Tip #6 Develop in-house skills

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If you have budget available and decide to use external expertise

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Work collaboratively

Find a supplier who’ll work collaboratively And help transfer skills to in- house teams

Photo by Lollyman: http://www.flickr.com/photos/lollyman/4424552903

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The whole team can learn UX skills

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Everyone in the team can learn to do expert reviews, run usability sessions or analyse data

Photo by Oblong http://www.flickr.com/photos/oblongpictures/5250948891

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Consider some training delivered

  • n site for the whole team
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Tip #7 Encourage ownership of UX

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Anyone can have design ideas

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The person who created these sketches had no prior UX experience

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Run sketching sessions with the team to generate design ideas

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Increasing ownership of UX in the team means that everyone thinks pro-actively about your product

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Tip #8 Observe your users

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Usability testing is an invaluable way to get early feedback on designs

Photo by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5181464194

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Recruiting users can be time consuming and expensive

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Advertise on your website Opt in on surveys

  • r feedback forms

Maximise opportunities to recruit users

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Use virtual meeting software to do usability testing with remote users

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Observe people using your product in real contexts – you might be surprised!

Photo by coleydude http://www.flickr.com/photos/27433628@N05/2596493033/

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Tip #9 Co-locate

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Embed UX specialists within product teams

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(Insert picture of team with UX person)

Produ duct ct Manag ager er Project ject Mana nage ger User r Exper erien ience ce Tester ers Developer elopers

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UX should attend the daily stand- ups and other team meetings

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Get immediate design feedback on stories you are implementing e.g. the ‘Daily Demo’

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UX can pair design with a developer to make iterative UI improvements quickly and cheaply

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Tip #10 Make UX work visible

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Use whiteboards and walls!

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Include UX stories and tasks in the backlog and on the Kanban / Scrum board

These se are the UX UX t tasks ks

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Tip #11 Collaborate

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Collaboration increases team buy- in to UX and can save time

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Invite the team to observe user testing, then analyse findings together

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Ca Categor egorise ise the find ndings ings Observer rvers write te issues es on n pink nk stickies kies, ,

  • bservatio

rvations ns on n ye yellow w stickies ckies Design ign solutio tions ns / id / ideas as become me stories ies on n the backlog klog

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Play collaboration games to generate and explore ideas

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Collaboration games

Check out the Gamestorming book, or http://www.gogamestorm.com

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Tip #12 Communicate

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Set up a blog or wiki to communicate what you are doing and learning

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Do you know who your users are?

Photo by Joe Shablotnik http://www.flickr.com/photos/joeshlabotnik/305410323/

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Collect observations from site visits, interviews and usability tests

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Create personas with the team to bring your research data to life

Photo by Canned Tuna http://www.flickr.com/photos/cannedtuna/4852756417/

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Tip #13 Measure improvements

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Benchmark, set targets and evaluate using consistent metrics to show improvements

Photo by Alice Bartlett http://www.flickr.com/photos/alicebartlett/2363694581/

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Example metrics

  • Qualitative

– System Usability Scale (SUS) questionnaire – Usability problems – Satisfaction

  • Quantitative

– Task completion – Time on task – Errors (number of errors and task failure) – Conversion rate / funnels

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Tip #14 Align UX & Product Management

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UX and Product Managers should work with, not against, each other

Photo by Stéfan http://www.flickr.com/photos/st3f4n/6180464865/

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Technology Acceptance Model (Davis, 1989)

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A successful product is both useful and easy to use*

* And hopefully desirable too!

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Tip #15 Reach out to your organization

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Procurement decisions are often only based on cost and business requirements

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Do usability and accessibility evaluations before purchasing off- the-shelf systems

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Tip #16 Standardise processes

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Standardising processes, tools and templates saves time and helps with a UX roll out

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Method cards courtesy of http://nform.com/tradingcards/

Method cards helps educate the team

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Leave room to experiment with new techniques – don’t be too prescriptive

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Tip #17 Get some friends

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UX can become a full time job, but it’s often only a small percentage

  • f your job role
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You may need to make a case for dedicated UX roles

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In conclusion

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Embedding UX

Listening to customers Developing UX skills Collaborating Evangelising & Communicating Defining processes & tools

A model for embedding UX

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“No matter how impassioned your approach, it’s impossible to take a company straight from UX indifference to UX maturity. The demands are too

  • disruptive. Focus, as the undercover

manifesto suggests, on big change through small victories, slowly winning the hearts and minds and convincing your team of the need for UX approaches .” Cennydd Bowles, James Box

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It can feel like climbing a mountain, but working as a team you’ll get there 

Photo by Rob Young http://www.flickr.com/photos/rob-young/2835825416

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Thanks for listening!

Photo by brieuc_s http://www.flickr.com/photos/brieuc/4225881624/

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Get in touch

Michele Ide-Smith User Experience Specialist Red Gate Software e: michele.ide-smith@red-gate.com @micheleidesmith b: www.ide-smith.co.uk