Levi McCusker UXD

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Levi McCusker UX Researcher

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Levi McCusker

UX Researcher

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Hello, my name is Levi McCusker. I am a User Experience Researcher based in Sydney, Australia.

I help creative and technology teams succeed by acting as the voice for the user at various stages in the product development cycle.

I enjoy using evidence based methodologies grounded in science to help to create great user experiences!

Who am I?“If the user can’t use it, it doesn’t work” – Susan Dray

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My Backgroun

d

Experienced researcher. UX Insights

Communicator.

Interests & Experience

Consumer Research Manager2014 - 2015

Research Analyst – Human Computer Interaction2010 - 2014

Human Systems Group (Industry placement) - Consultant2013

Research Associate – Human Computer Interaction2008 - 2010

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Communicating InsightsJourney mapping, personas, basic sketches, analytics, presentations, reports, stakeholder engagement.

Unlocking User ExperiencesKnowledge of & ability to execute a wide variety of UX Research Methods (Qualitative & Quantitative)

Project Management

End to End creation and execution of UX research programs

Variety of User

PlatformsExperience with Tablet, Mobile and Web technology in

various user contexts.

Agile EnvironmentsWorking with multi-disciplinary teams,

often as sole UX Research Expert.

Skills Summary

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Understanding the Users and their World

Discovery PhaseTesting the Experiences and the Products Users

Interact With

User Testing

Research MethodsI have applied various research techniques in project work across the two main functions of UX Research

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Interviews

Surveys

Ethnography

Task Analysis

Diary Studies

Discovery PhaseBuilding an in-depth understanding of the User and the Context of User Experiences

Interviews and Workshops / SurveysEngaging with users in a variety of contexts to collect data on needs, attitudes and behaviours

Ethnographic MethodsContextual Enquiry, Shadowing, Time in Motion Analysis. Watching users perform tasks with/without technology to understand how they work and live

Task AnalysisBreaking down tasks into minute details to identify areas where potential products may be able to improve user experience. E.g. Hierarchical Tasks Analysis, Applied Cognitive Task Analysis

Diary Studies Collecting data from people’s experiences as they go about their daily lives and determine where potential products may help in their tasks

Journey Maps Visual story-telling of a user’s perspective of an experience

Personas / User StoriesCommunicating the needs, goals, thoughts, feelings, opinions and expectations of key users

Data ReportsSummaries of any additional relevant data to assist product development

TimelinesHow and when tasks are performed and the steps required.

Methods Example Outputs

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Jakob Nielsen principles based UI Review. – I usually record

using screen capture software or POV / Camera behind head

Designing questionnaires, recruiting participants, online

and phone interviews, analysing survey and other

forms of quant data and generating insight reports.

Incorporating Task Performance metrics into user testing.

Designing and conducting Eye-Tracking studies. Measuring

Situation Awareness and Mental Workload while using

technology

Heuristic Evaluation

Quantitative Data

Objective Measures

User Workshops, Single User Test Sessions, Scenario Based

Analysis, User Diaries, Ethnographic Methods

User Testing Methods

User TestingUnderstanding thoughts, attitudes and behaviours towards a specific product

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Note: As I spent 3.5 years working with Australia’s Defence Force, names of technology and some user descriptions have been altered to maintain security and to ensure I do not breach NDAs.

Usability Evaluation of a UAV Control

System

Project Shadow

Tablet, Mobile and Web on

the Battlefield

Battle AppsDevelopment

of an Electronic

Patient Information Sharing Tool

Clinical Handover

In-Cabin Train Signaling System

Train Radio

Case Studies

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PageProblem

The Australian Defence Force (ADF) procured a UAV for operational use in the Middle East. The UAV had 2 separate control systems: Ground (GCS) and Portable (PCS). The PCS (not seen in picture) had not been fully tested for operational readiness from a usability perspective on certain key mission tasks.

Objective

To determine if a selection of tasks that could be performed on the GCS could be safely and effectively performed using the PCS in an operational environment.

What I did

I was the sole usability researcher on the evaluation team (there were various engineers in the team).

Understanding the Users

• Learn context from expert (trainers) and novice (trainees) users• Task analysis• Cognitive walkthroughs • Depth interviews

Testing the Interface

• Examine the interface myself• Heuristic Review

• Watch it in use Ethnography / Shadowing• Observed users performing missions (with various

tasks and scenarios generated from previous user interviews) in an operational environment (the middle of the desert)

• Post mission interviews

• Quantitative measures • User satisfaction scales• Objective task performance (speed and accuracy)

Project ShadowUser Testing for an Unmanned Aerial Vehicle (UAV)!

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Outcome

After working with Product Developers

to initiate user driven changes the UAV was declared

safe for operational use!

Project Shadow

Insights Provided to Developers• User Satisfaction Ratings• Interview Summaries• User Stories• Report from Heuristic

Evaluation• Performance FeedbackRecommendations• Worked with

developers to make UI changes

• Finalised lists of tasks that could be safely performed using PCS

Example of Outputs and Outcomes for the Project

Mock Information Flow Chart for a Communication Task while Piloting a UAV - Similar to what would have been provided to client

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PageBattle Apps2 Stage Long-Term Project focusing on Developing User Requirements, Evaluating PrototypesMultiple Projects – Slides contain 1 example of a sub-project of each type

Problem

Provide expert UX Research support to the Australian Army across a suite of applications as part of the procurement process.

Approach

The approach consisted of two

elements:

1. Development of User Requirements

2. Usability Assessment or User Testing

During Procurement Cycle

Objective

The Australian Army (Army HQ) want to procure the best technology for all of their employees. They want to incorporate the needs of the user as much as possible during procurement.

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Objective

Ensure ADF has the best possible knowledge of user requirements across a variety of work environments to enhance the effectiveness of the technology procurement process.

Project Example – Information Management in a Multiple-Screen Environment (UAV Operations)

What I did

Engaged with users to determine the optimal operating environment (in terms of number of screens and information on screen) to minimise workload and maximise efficiency for UAV pilots.

Methodology

• Designed an experiment to determine optimal number of screens for key UAV tasks• Interviewed key Subject Matter Experts within UAV

operators and conducted Task Analysis to ensure realistic scenarios in experiment

• Users performed realistic scenarios in simulated environment (of either 1, 2, 3 or 5 screens) and recorded using video and eye-tracking equipment

• Objective task performance data was collected• Subjective satisfaction scores and user interviews

debriefing on scenarios and experimental conditions were collected

Outcome

Presentation and written report delivered to Army HQ (3 screens were the optimal condition) highlighting information management requirements of UAV users.

1. Developing RequirementsWorking with user groups to develop requirements for any potential new technologies – Example Project: UAV Pilots

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Objective

Conduct usability assessments of various products during the ADF procurement cycle.

Project Example: Digital Co-ordination of Aerial Bombardment

What I did

Aerial bombardment of targets can be coordinated by troops on the ground, usually by “talking on” an aircraft onto the target. The ADF wanted to test a software platform that digitises this process.

I travelled to the USA for a military exercise on a team as the sole usability expert. I conducted a usability evaluation using the following methodologies:

To Understand the Users

• Depth interviews with Subject Matter Experts (SMEs)• Included task analysis of “talking on” process as it was before digitisation

• Observed users performing “talking on” process without computer to understand existing practices

To Test the Prototype

• Cognitive Walkthrough (Task Analysis) of UI with SMEs (both novice and expert user)

• Shadowed the users as they performed “talking on” process with the new technology

• Conducted follow up interviews and collected user satisfaction data

Outcome

Presentation and written report delivered to Army HQ on the operational viability of software. Recommendations used to decide not to proceed with purchase of relevant software until usability requirements were met.

2. Assessing PrototypesUsability Assessments of prototypes during the procurement lifecycle. Example project: Digital Co-ordination of Aerial Bombardment

Mock user interview summary – Similar to output from project

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Problem:

Emergency Department Doctors in a South Australian hospital were complaining about how the handover of patient information from night shift to day shift (and vice versa) was time consuming and error prone.

The South Australian Government commissioned the development of an electronic tool to assist information sharing at shift handover. My role was to ensure that the end users (i.e. Emergency Department Doctors) were engaged in the development and testing phase of the tool.

Clinical HandoverDeveloping a tool to help Emergency Department Doctors Share Patient Information

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• Interviewed potential users (identify the basic tasks)

• Shadowed potential users on an overnight shift

• Time in Motion Analysis (how long to perform basic information entry tasks and end of shift handover)

Understanding the Users Testing the Prototype

Clinical HandoverUser Interviews & Ethnography (Shadowing and a Time in Motion Study) were conducted pre and post implementation of a prototype Clinical Handover Tool

• Prototype developed with end-user insights from initial phase

• We then shadowed users of the prototype on an overnight shift

• Time in Motion Analysis (how long to perform basic information entry tasks and end of shift handover) using the prototype tool

Outcome:

Effective incorporation of user research into the project resulted high levels of user satisfaction with the prototype during testing phase. Time in Motion and Shadowing analysis demonstrated reduced workload and greater accuracy and efficiency amongst users both for inputting information during shift and the coordination of end of shift information handover.

Mock Time in Motion Study summary – Similar to output from project

Mock User Persona – Similar to output from project

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ProblemUGL wanted to implement a digital in-cabin signaling system for use by train drivers and guards. They had been met with verbal resistance from target users during initial discussions. They requested a clear program of user research to ensure effective development of user requirements and enable user buy-in throughout the product development process.

Train RadioUsability Evaluation of a Digital Train Radio System.

ApproachI designed a two-stage process of research.

Discovery• Interviews with both expert and novice level Train Drivers and Guards• Task Analysis (ACTA) of key tasks to identify where a digital solution

could be most useful and receive most positive reception

Testing • Workshops incorporating Scenario Based Testing for Drivers and

Guards• User Satisfaction Surveys• Interface Walkthroughs

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Personas, User Stories, User Journeys

Understanding the UsersWorkshops, User Testing

Sessions, Usability Scales (e.g. System Usability Scale)

Testing the Prototype

Train RadioMock Examples of Work

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PagePast ClientsA brief snapshot of some of the clients I have worked with in the past from both the Private and Public Sectors

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Get in Touch!

https://twitter.com/LeviMcCusker

0434415799

[email protected]

http://au.linkedin.com/in/levimccusker

Thank YouI know you’re busy so thank you for taking the time to check this out!

Levi McCusker UXD

Career

user experience researcher

user testing research

main functions of ux

sole ux research expert

great user experiences

various user contexts

ux insights communicator

products users