The Secret Sauce of Mobile Applications

We all want our apps to be used and loved, but what does that really take? Fewer bugs, faster screens, better graphics? In this session we'll look at how you can discover the secret sauce recipe for YOUR app and begin to delight your users and customers. This is for engineerings, designers, and everyone else involved in making great products.

Transcript

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2. THE SECRET SAUCE OF NATIVE MOBILE APPS
   

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3. David Ortinau
   @davidortinau
   21 yrs. web, interactive, mobile
   Xamarin MVP 2013 - 2017
   BA English, Maryville University
   Senior Program Manager
   Visual Studio Mobile Developer Tools
   Xamarin
   

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6. What is the difference between
   !
   !!!!!
   and
   

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9. Path to “5 Stars”
   ?
   

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10. Measuring Customer Experience
    • Net Promotor Score (NPS)
    • Satisfaction
    • Brand Loyalty
    • How likely to recommend
    • Customer Satisfaction Score (CSAT)
    • How satisfied (duh)
    • Net Satisfaction Score (NSAT)
    • Satisfication with more math
    • Customer Effort Score (CES)
    • How hard/easy it is to interact with your product/service/brand
    

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11. Data Data Data
    • Data must be representative
    • People don’t act on data
    • People invest in people they connect and relate to
    

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12. Satya Nadella
    This is not also about simply just ”let's
    listen to the customers.” You've got to
    have deep empathy for what the
    customer is trying to get done so you
    can predict what will delight customers
    and surprise them.
    

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14. Don Norman
    “It is the duty of machines and those who
    design them to understand people. It is
    not our duty to understand the arbitrary,
    meaningless dictates of machines.”
    Norman, Don (2013-11-05). The Design of Everyday Things: Revised and Expanded Edition
    

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15. Customer Development Resources
    

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16. Hypothesis Progression Framework
    Travis Lowdermilk & Jessica Rich, Microsoft UX Research
    Product
    Customer Business
    

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17. Hypothesis Progression Framework
    Formulate Hypothesis
    Experiment
    Make Sense
    

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18. focus on learnings
    

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19. Jarod Spool - UIE
    “Exposure hours: the number of hours each
    team member is exposed directly to real users
    interacting with the team's designs or the
    team's competitor's designs. There is a direct
    correlation between this exposure and the
    improvements we see in the designs that team
    produces.”
    

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21. MENTAL MODELS
    

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22. Susan Carey (1986)
    “A mental model represents a person’s
    thought process for how something works.
    Mental models are based on incomplete facts,
    past experiences, and even intuitive
    perceptions.”
    “They help shape actions and behavior,
    influence what people pay attention to in
    complicated situations, and define how people
    approach and solve problems.”
    

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26. Cognitive Dissonance is a Bug.
    

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27. via @iamFinch
    “About Face 3: The Essentials of Interaction Design “, Alan Cooper
    

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28. HABIT DESIGN
    

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30. habit (n.)
    when not doing an action causes a bit of pain
    

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32. Trigger
    • Internal
    • Thoughts, Emotions, Routines
    • External
    • Prompts – advertising
    • Push notifications
    • Alarms
    • Social – Relationships
    Design for the frustration or emotional reaction. Build on what
    triggers that.
    

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33. action (n.)
    the simplest action in anticipation of reward
    

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37. Variable Reward
    • Satisfies the craving that was causing the discomfort
    • Variety reduces predictability
    “Only by understanding what truly matters to users
    can a company correctly match the right variable
    reward to their intended behavior.”
    

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38. Investment
    “The stored value users put into the product
    increases the likelihood they will use it again in the
    future and comes in a variety of forms.”
    

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39. Irene Au - formerly Head of Design at Google
    https://www.nirandfar.com/2017/02/dont-ask-people-what-they-want-observe-how-they-act.html
    “How can we anticipate their needs,
    solve problems for them, and build
    the experience in a way that fits with
    their workflow, mental models, and
    usage patterns?”
    “One misconception about user
    research is that it’s about asking
    customers what they want, but that’s
    not what user research is. It’s
    about actually observing people.”
    

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42. “Ultimately, we are deluding ourselves if
    we think that the products that we
    design are the ‘things’ that we sell,
    rather than the individual, social and
    cultural experience that they engender,
    and the value and impact that they have.
    Design that ignores this is not worthy of
    the name.”
    

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43. Bill Buxton
    Principal Researcher
    Microsoft Research
    

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44. THANKS!
    david.ortinau@microsoft.com
    @davidortinau
    

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