NUX3 - Designing better user experiences by doing less

Transcript

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
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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
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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