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NUX3 - Designing better user experiences by doing less

196a4242eecbd120dcb4cd9a80899e34?s=47 Ben Holliday
November 10, 2014

NUX3 - Designing better user experiences by doing less

196a4242eecbd120dcb4cd9a80899e34?s=128

Ben Holliday

November 10, 2014
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  1. NUX3: doing less @benholliday NUX3 - Designing better 
 user

    experiences by doing less Ben Holliday
  2. NUX3: doing less @benholliday “The way we live is our

    culture …the role of designers is to contribute to the way we live” Peter Saville
  3. NUX3: doing less @benholliday

  4. NUX3: doing less @benholliday

  5. NUX3: doing less @benholliday

  6. NUX3: doing less @benholliday live beta - Oct 13 live

    assessment - Nov 14
  7. NUX3: doing less @benholliday October 
 2012

  8. NUX3: doing less @benholliday October 
 2013

  9. NUX3: doing less @benholliday October 
 2014

  10. NUX3: doing less @benholliday continuous improvement and product iteration

  11. NUX3: doing less @benholliday gov.uk/design-principles

  12. NUX3: doing less @benholliday Design principles Government Digital Service 1

    User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples 04.2014 NOT GOVERNMENT NEEDS 1. USER NEEDS NOT
  13. NUX3: doing less @benholliday starting with needs people have situations

    in their lives where they need something …start with what they need to do
  14. NUX3: doing less @benholliday I need financial support 
 to

    care for someone I need financial support to cover 
 the costs of living independently I need to find a job
 so I can support my family
  15. NUX3: doing less @benholliday Clay Christensen “[people] go about living

    their life and some situation arises in which they need to solve a problem”
  16. NUX3: doing less @benholliday Clay Christensen “If you understand the

    job, how to improve 
 the product becomes obvious”
  17. NUX3: doing less @benholliday starting with needs do people need

    or want to use your product or service?
  18. NUX3: doing less @benholliday starting with needs does your solution

    
 help people to get on 
 with their lives?
  19. NUX3: doing less @benholliday starting with needs it’s not about

    engaging an audience …we’re designing for needs
  20. NUX3: doing less @benholliday

  21. NUX3: doing less @benholliday starting with needs what can we

    do 
 to get out of the way?
  22. NUX3: doing less @benholliday average time to completion - 25

    minutes • 10 minutes less than 1 year ago
  23. NUX3: doing less @benholliday 2. DO LESS Design principles Government

    Digital Service 1 User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples 04.2014 NOT GOVERNMENT NEEDS
  24. NUX3: doing less @benholliday doing less what if doing less

    makes things better? designnotes.blog.gov.uk/do-less-problems-as-shared-spaces
  25. NUX3: doing less @benholliday Hans Monderman (1945 - 2008) “The

    trouble with traffic engineers is that when there's a problem with a road, they always try to add something”
  26. NUX3: doing less @benholliday doing less Inverted-U userresearch.blog.gov.uk/doing-less-the-inverted-u

  27. NUX3: doing less @benholliday “Inverted-U curves are all about limits.

    They illustrate the fact that ‘more’ is not always better” Malcolm Gladwell
  28. NUX3: doing less @benholliday

  29. NUX3: doing less @benholliday Assumption People need a progress indicator

    to help them complete the application. Experiment: We believe that removing the progress bar will not affect completion rates. 
 We’ll know this is true if completion rates stay the same after we remove it.
  30. NUX3: doing less @benholliday

  31. NUX3: doing less @benholliday “data points that change over time

    depending on how well the service is meeting user needs” userresearch.blog.gov.uk/metrics-that-matter-and-user-research
  32. NUX3: doing less @benholliday completion rates stayed the same without

    the progress indicator
  33. NUX3: doing less @benholliday completion rates stayed the same without

    the progress indicator
  34. NUX3: doing less @benholliday completion rates stayed the same without

    ‘smart answers’
  35. NUX3: doing less @benholliday

  36. NUX3: doing less @benholliday

  37. NUX3: doing less @benholliday “It’s easier to discover what 


    to add than what to remove” designnotes.blog.gov.uk/things-we-learnt-designing-register-to-vote
  38. NUX3: doing less @benholliday

  39. NUX3: doing less @benholliday user distrusts government government distrusts user

    circle of mistrust users are guarded when providing personal information government transactions add questions to get more information users are suspicious of all the questions they’re being asked
  40. NUX3: doing less @benholliday “Try to find ways to trust

    users 
 [so they can] grow in confidence and use digital services independently – all part of building better services” https://userresearch.blog.gov.uk/reversing-a-circle-of-mistrust
  41. NUX3: doing less @benholliday (optional) or ‘ambiguous’ questions

  42. NUX3: doing less @benholliday “I did feel scared at hearing

    about the legal stuff at the end …I’m not trying to falsify anything and would hate anyone to think that” GOV.UK - User Satisfaction Feedback
  43. NUX3: doing less @benholliday doing less starting with too much

    is a bad strategy
  44. NUX3: doing less @benholliday what people say and what they

    do are very different
  45. NUX3: doing less @benholliday Design principles Government Digital Service 1

    User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples 04.2014 NOT GOVERNMENT NEEDS 4. DO THE HARD WORK TO MAKE IT SIMPLE
  46. NUX3: doing less @benholliday

  47. NUX3: doing less @benholliday so what if…
 
 I needed

    financial support 
 to be a full-time carer? it was my child with a disability? it was my parents with Alzheimer’s?
  48. NUX3: doing less @benholliday do the hard work to make

    it simple remove barriers before you design solutions
  49. NUX3: doing less @benholliday thank you