Transcript
Building User Experience Culture
Paul Boag
Start with a users need
I want to…
Do your research
Consolidate your research
Interview users
Survey users
Review the analytics
Carry out home visits
Map the user
Empathy Map
Story cards
I am… I want to… so I can…
Focus on questions and tasksHow do I…
Top tasks
Answer questions
What is the VAT rate?
Why is this so complicated?
Beware of edge cases
Test and iterate
Continually iterate
Expenditure on digitalEffectiveness of site
Time
Cos
tvs
Effec
tive
nes
s
Redesign project
Site begins to damage brand
I have hadan idea
Don't build a product like this. You only discover if you have succeeded at the end.
Instead start with something basic and gather feedback as you get more complex.
Time
Expe
ndi
ture
ondi
gita
l
What we know aboutthe user.
Launching new website
Alpha, Beta, Live
Multi-variance testing
40
60
505050
80
60
30
20
Prototype and workshop
Workshop journey mapping
User attention points
Design sprints
Prototype fidelity
Regular testing
Number of rounds
1 2 3 4 5 6 7 8 9
Corridor testingCan you take a look at this?
Sure. It is looking good.
Look outside the organisation
?
I don’t recognise that acronym
Unfacilitated remote
Facilitated remote
Demographic
In home
Go beyond the screen
Challenge constraints
You have got to start with the customer experience and work backwards
towards the technology.
Steve Jobs
Risk and compliance
That is not how we do things here.
Prototype without limitation
Mind the gap
Gaps between platforms
Gaps between devices
Gaps between departments
Adjust our attitude
How we assess
How we incentivise
Resourcing
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Education
Advocacy
Final Yeah Buts
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