5 Ways To Increase User Engagement

A crash course on practical ways to increase user engagement and customer satisfaction with your app through user experience. Dig into 5 types of common user experience problems and provide practical steps on how to solve them.

Transcript

2. To improve your app for better user engagement. 5 WAYS
3. HOW TO MAKE YOUR APP SUCK LESS
4. GARREN DIPASQUALE Lead Product Designer garren.dipasquale@levvel.io @aduroguy
5. 5 KEY AREAS OF SUCK
6. 1. Context 2. Content 3. Information Architecture 4. Consistency 5. Friction 5 KEY AREAS OF SUCK
9. The how, when, where and why users’s use your app. Context
10. Environmental Ecosystem CONTEXT
11. ENVIRONMENTAL The physical location a user is while using your app.
12. Environmental image
13. Environmental image
14. Environmental image
15. Context Fail
16. Context Fail
17. DESKTOP TABLET WATCH PHONE
18. “The best interface is the one within reach” CAMERON MOLL
19. ECOSYSTEMS Where your app falls in broader use
21. As systems become more and more complicated the need for them to be “designed” increases.
22. “It is the designers responsibility for the design of those relationships and ensuring that their collective value significantly exceeds the sum of their individual values,…
23. …and their cumulative complexity is significantly less than the sum of their individual complexities.” BILL BUXTON
24. Understanding Context Solution
25. ETHNOGRAPHIC RESEARCH
26. Watching the user, in their environment, use your software.
27. Observe and listen in a non-directed way
28. DIARY STUDY
29. JOURNEY MAPS
30. A map of the user’s experience across all channels from end to end.
31. Guide to Experience Mapping Adaptive Path http://www.mappingexperiences.com
32. Environmental image http://www.mappingexperiences.com
33. Environmental image http://www.mappingexperiences.com
34. http://www.mappingexperiences.com https://amzn.com/1449323170
35. http://www.mappingexperiences.com
37. The foundation that everything else is built on. Content
38. Taxonomy Nomenclature Messaging CONTENT
39. TAXONOMY The classification and organization of things.
42. Use methods and classifications that are common to the user not you.
43. There is no right way.
44. Profile & Account > Account > Settings > username > expand
45. There is no right way.
46. There is no (universal) right way.
47. NOMENCLATURE What you call that thing.
48. Avoid jargon, acronyms, proprietary words.
49. MESSAGING Communicating those things to your user.
50. Be clear and concise.
51. …
52. …
53. CONTENT
54. CONTENT
55. CONTENT
56. Actively curate content Solution
57. “Always be clear over being clever.” 37 SIGNALS
58. CONTENT STYLE GUIDES
59. CONTENT
60. “If you don’t have a style guide, start one.”
61. FOLKSONOMY
62. OPEN CARD SORTING
63. MESSAGE REPO
64. ERROR MESSAGING
66. Don’t punish the user for what are actually machine problems.
67. CONTENT
68. CONTENT
69. CONTENT
70. ERROR PREVENTION
71. “The best error message is the one that never shows up” THOMAS FUCHS
73. https://aerotwist.com/blog/better-password-form-fields/
74. http://www.mappingexperiences.com
76. The structure and display of data and information Info Arch
77. Mental Model Cognitive Load INFORMATION ARCHITECTURE
78. MENTAL MODEL The user’s thought process for how something works.
79. MENTAL MODEL … define please
80. USER BIAS
81. People make an assumption on how something works based on learned (past) experiences
82. COGNITIVE LOAD The ability for the user to understand and process information
83. INFORMATION OVERLOAD
84. How Bad UX Killed Jenny Jonathan Shariat https://medium.com/tragic-design/how-bad-ux-killed-jenny-ef915419879e#.cjpcndf3k
85. INFORMATION OVERLOAD
86. INFORMATION OVERLOAD
87. INFORMATION OVERLOAD
88. MORE HORRIBLE
93. “Users' cognitive resources are better spent understanding how your application's features can help them achieve their goals.” NIELSON NORMAN GROUP
94. Map it out. Solution
95. CARD SORTING
97. TASK ANALYSIS
99. http://www.mappingexperiences.com
101. Creating predictability with repetition. Consistency
102. Layout User Interface CONSISTENCY
103. LAYOUT Where it’s at.
104. FIND-ABILITY
111. USER INTERFACE Colors, font, buttons, dropdowns, etc…
112. INCONSISTENCY
113. INCONSISTENCY
114. Inventory and document. Solution
115. PATTERNS
116. HCI DEVELOPER RESOURCES
120. PATTERN LIBRARIES
121. https://www.lightningdesignsystem.com
122. http://harmony.intuit.com
123. https://design.atlassian.com
125. Everything that is in the way of me achieving my goal. Friction
126. On-boarding Data Entry FRICTION
127. Users don’t care about your features as much as you do. They care about how your product is going to make their life better.
128. ON BOARDING Bringing them onboard when they are invested the least.
130. “If you’re requiring anything more than the bare minimum then you’re probably losing customers at the door” BRAD MCCARTY
142. DATA ENTRY The thing no one wants to do.
143. Data entry is what is in the way of me getting what I want.
144. It is a necessary evil. That doesn’t mean it has to be painful.
146. Focus on value and get out of the way. Solution
147. PROVIDE VALUE EARLY
150. REMOVE UNNECESSARY STEPS
152. SUMMING UP
153. Your number one design resource is not you or your designer. It’s your user.
154. THERE IS A PERSON AT THE END OF EVERY PROBLEM.
155. STOP MAKING ASSUMPTIONS
156. TALK TO YOUR USER
157. MAKE SOMETHING AWESOME
159. Understanding Context -https://amzn.com/1449323170 Ethnographic Research - https://hbr.org/2009/03/ethnographic-research-a-key-to-strategy Diary Studies - http://uxpamagazine.org/dear-diary-using-diaries-to-study-user-experience/ Journey Maps - http://www.mappingexperiences.com References Context Content Taxonomy - http://johnnyholland.org/2012/04/taxonomy-content-strategys-new-best-friend/ Nomenclature - https://uxmag.com/articles/sweat-the-small-stuff Mail Chimp Content Style Guide - http://styleguide.mailchimp.com Messaging - https://www.nngroup.com/articles/error-message-guidelines/ http://uxmas.com/2012/the-4-hs-of-writing-error-messages https://medium.com/@thomasfuchs/how-to-write-an-error-message-883718173322#.3305onf4b Error Messaging - https://aerotwist.com/blog/better-password-form-fields/
160. Mental Model - Cognitive Load - https://www.nngroup.com/articles/top-10-application-design-mistakes/ https://www.nngroup.com/articles/minimize-cognitive-load/ Card Sorting - http://boxesandarrows.com/card-sorting-a-definitive-guide/ Task Analysis - http://www.usability.gov/how-to-and-tools/methods/task-analysis.html References Information Architecture Consistency Patterns - https://developer.android.com/design/index.html https://developer.apple.com/library/mac/documentation/UserExperience/Conceptual/OSXHIGuidelines/ index.html https://developer.microsoft.com/en-us/windows/desktop/design Pattern Libraries - https://www.lightningdesignsystem.com http://harmony.intuit.com https://design.atlassian.com
161. On boarding - https://www.fullcontact.com/blog/user-onboarding/ http://www.appcues.com/user-onboarding-academy Forms - https://medium.com/salesforce-ux/designing-more-efficient-forms-10d23bc72c9f#.lj1dp72kn https://www.smashingmagazine.com/2011/11/extensive-guide-web-form-usability/ References Friction