SUCCESSFUL USER EXPERIENCE DESIGN THEORY VS. PRACTICE
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S U C C E S S F U L U S E R E X P E R I E N C E D E S I G NT H E O R Y V S . P R A C T I C E
User Experience Design and Strategy W E B G R O U P
Ahree Lee
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
User Experience Design and Strategy W E B G R O U P
Ahree Lee
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
User Experience
“User experience” encompasses all aspects of the end-user’s interaction with the company, its
services, and its products.
– D O N N O R M A N + J A K O B N E I L S E N , N I E L S E N N O R M A N G R O U P
U S E R S
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
E X P E R I E N C E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
U S E R E X P E R I E N C E D E S I G N
• Human-centered
• Collaborative
• Prototype-driven
• Iterative
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
U S E R E X P E R I E N C E D E S I G N
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
User research User goals Field studies Ethnographic studies Personas Scenarios Experience map User stories Sketching Wireframes
Information architecture Site flows Wireframes Paper prototype Interactive prototype User testing Usability testing Metrics Heuristic evaluation
D E S I G N T H I N K I N G
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
A set of methods and mindsets for framing problems and generating innovative, human-centered solutions
D E S I G N T H I N K I N G
Image courtesy Stanford d.School
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
D E S I G N T H I N K I N G
Image courtesy Google Ventures
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
D E S I G N T H I N K I N G AT T H E G E T T Y
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
C A S E S T U D Y
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
T H E T E A M
Web developers, UX designers, curators, project managers, production specialists,
exhibition designer, managers, deputy director
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
E M PAT H I Z E
Image courtesy Stanford d.School
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
E M PAT H I Z E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
E M PAT H I Z E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
Why?
E M PAT H I Z E
• 15-20 general visitors family groups, out-of-towners, young people, locals
• 10 enthusiasts invited guests, visitors on the plaza
• 10 scholarsinvited scholars, museum staff
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
D E F I N E
Image courtesy Stanford d.School
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
D E F I N E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
Empathy map
D E F I N E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
Say/Do Think/Feel
D E F I N E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
D E F I N E
User
Insight
Need
A specific individual
Surprising or counterintuitive inference
Human need, use verbs
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
Point of View statement (POV)
D E F I N E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
D E F I N E
User
Insight
Need
Larry, a 74 year old, married, retired motion picture industry professional
Despite volunteering regularly at an art gallery, he’s not especially excited about art
Needs to feel part of something bigger than himself
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
I D E AT E
Image courtesy Stanford d.School
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
S L AT E – I D E AT E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
S L AT E – I D E AT E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
“How might we?”
S L AT E – I D E AT E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
P R O T O T Y P E
Image courtesy Stanford d.School
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
P R O T O T Y P E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
T E S T
Image courtesy Stanford d.School
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
T E S T
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
T E S T
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
T E S T
Image courtesy Google Ventures
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
S T O R Y T E L L I N G
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
N E W E X H I B I T I O N PA G E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
M E A S U R I N G S U C C E S S
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
0
0.75
1.5
2.25
3
Average site Old exhibition site
M E A S U R I N G S U C C E S S
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
0
2
4
6
8
Average site Old exhibition site New exhibition site
O T H E R E X A M P L E S
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
P R O T O T Y P E T E S T I N G
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
P E R S O N A S
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
C A R D S O R T I N G
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
J O U R N E Y / E X P E R I E N C E M A P S
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
Arrives on bus
Bus driver Sees a couple of visitors
School group
Wifi
Wifi
TAG sheet
TAG sheet
Tram audio
Tram audio
Wifi
Wifi
Volunteers and Visitor Services
Volunteers and Visitor Services
Map
Map
Visitor Services
Visitor Services
Espresso staff
Espresso staff
Mobile phone
Mobile phone
Sculpture brochure
Sculpture brochure
Security officer
Security officer
Documen-tation
Website
Computer
Contracts, budgets
Audio recorder, recording stu-dio, Word doc, Adobe CS
Website
Server
Site/build-ing
Documen-tation
Archi-tectural drawings
Drawing, design tools
FAQs, lists, knowledge, articles
Receipt, accounting system
Server
Site/build-ing
Disgusted by state of American bus system
Confused Unsure (ar-chitecture, people)
Museum Design
Security ITS Design
GRI & Museum
VendorAV
Communi-cations
President office
ITS Security Design, Museum Public Affairs
Bon Ap-petit
WebMuseum Public Affairs
Excite-ment (I’ve arrived!)
Excited Amazed (tram, view)
Doesn’t pay atten-tion, b.g. noise
Amazed at beauty
Content to have seen Getty
He’s neu-tral about art here
Which way do I go?
Looks for the Getty
Crosses street twice
He wanders around
Design
Training, daily meet-ings
Maintain server
Handed out
Write, edit, submit
Write, re-cord, edit, install
*Lots of approvals*
Visitor interviews
Maintain server
Trainings, meetings
Ongoing recruitment
Design, print
Dissemi-nate, stock info desk
Provide info
Process payments, make coffee
Provide info (directions & recommenda-tions)
Provide info (directions & recommenda-tions
Clear rights
Write, edit
Walks up stairwell
Sees tram line
Browses Stark sculpture garden
Takes pics of sculp-tures
Looks for Wifi con-nection
Gets in line Volunteer hands him a TAG sheet
He waits on platform w/a big crowd
He gets on tram
Tram audio starts
Observes view and arrives
Taking pictures
Posts on social media
Exits tram, directed by docent to go upstairs
He looks for a map in Dutch
Goes to info desk & gets En-glish map
He buys an espresso in courtyard
Sits in a chair & examines map & enjoys view
He wanders into North Pavilion
Dennis Add brief description of Dennis and his persona’s characteristics here for reference
U S E R E X P E R I E N C E
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
R E S O U R C E S
Stanford d.school http://dschool.stanford.edu/use-our-methods/
Design Kit (IDEO) http://www.designkit.org
Design Thinking for Museums https://designthinkingformuseums.net
THEORY VS PRACTICE: HOW ATTENTION TO USER EXPERIENCE AND PROJECT MANAGEMENT PRACTICES IMPROVES INFORMATION ACCESS PNC 2016 CONFERENCE
Thank you!
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