Empathetic Experiences

$ whoami

•Pitfalls in UX design

•Pitfalls in UX design •How empathy sets you up for success

•Pitfalls in UX design •How empathy sets you up for success •Techniques to leverage empathy to build great products

UX Design

Empathetic Experiences © 2015 All rights Reserved Rosen’s Proposition, Part
1 All introductory UX Talks must contain • a slide showing that UX Design is more than UI Design

Anti-Patterns

Anti-Pattern: Too Many Questions

Empathetic Experiences © 2015 All rights Reserved Rosen’s Proposition, Part
2 All introductory UX Talks must contain • a slide showing that UX Design is more than UI Design • an unscientific diagram on form abandonment rates

Empathetic Experiences © 2015 All rights Reserved Please don’t call
me

Empathetic Experiences © 2015 All rights Reserved Please don’t call
me This is for open-source work

Empathetic Experiences © 2015 All rights Reserved Questions Why am
I asking this?

I asking this? Is it obvious to the user why I’m asking this?

I asking this? Is it obvious to the user why I’m asking this? Do I need to ask this now?

Anti-Pattern: Wrong Questions

Empathetic Experiences © 2015 All rights Reserved 村上春樹 ?
Silvina Ocampo Aguirre?

I asking this? Is it obvious to the user why I’m asking this? Do I need to ask this now?

I asking this? Is it obvious to the user why I’m asking this? Do I need to ask this now? Does the user know the answer?

I asking this? Is it obvious to the user why I’m asking this? Do I need to ask this now? Does the user know the answer? Can I guess the answer?

Anti-Pattern: Hamburger Menu

• Limits discoverability

• Limits discoverability • At top — easy to overlook, hard to reach

• Limits discoverability • At top — easy to overlook, hard to reach • Unfamiliar — though this is changing

• Limits discoverability • At top — easy to overlook, hard to reach • Unfamiliar — though this is changing • Facilitate sloppy “junk drawer” design

Empathetic Experiences © 2015 All rights Reserved Pages slide from
right

Empathetic Experiences © 2015 All rights Reserved Pages slide from
right User swipes left to return

I asking this? Is it obvious to the user why I’m asking this? Do I need to ask this now? Does the user know the answer? Can I guess the answer?

I asking this? Is it obvious to the user why I’m asking this? Do I need to ask this now? Does the user know the answer? Can I guess the answer? Can the user discover the capabilities of the software?

I asking this? Is it obvious to the user why I’m asking this? Do I need to ask this now? Does the user know the answer? Can I guess the answer? Can the user discover the capabilities of the software? Can I use physical metaphors and relationships to teach the user?

Anti-Pattern:  Cluttered Software

Empathetic Experiences © 2015 All rights Reserved Questions What problem
is the user trying to solve?

Techniques

Split Testing Chrome TLS Warning

Empathetic Experiences © 2015 All rights Reserved Adherence by Browser
0 25 50 75 100 Chrome 36 Firefox

Empathetic Experiences © 2015 All rights Reserved Vary Content Chrome
36 Firefox

Empathetic Experiences © 2015 All rights Reserved Vary Style Firefox
Content, Chrome Style Firefox Content & Style

Empathetic Experiences © 2015 All rights Reserved Adherence by Variant
0 25 50 75 100 Chrome  (Control) Chrome  (Policeman) Chrome  (Criminal) Chrome  (Stoplight) Firefox Firefox  (no image) Firefox  (Chrome Style)

Net-Promoter Score

Persona Development

Empathy is Hard

Practice Kindness

Practice Kindness Assume everyone on the street uses your product

Practice Kindness Assume everyone on the street uses your product I don’t know

References & Further Reading

Empathetic Experiences © 2015 All rights Reserved Credits Facebook App
http://blog.udn.com/dogsongs/17718561 http://commons.wikimedia.org/wiki/File:Cat_keyboard.jpg http://customerthink.com/4-‐super-‐tools-‐to-‐build-‐your-‐own-‐e-‐commerce-‐store/ http://journals.plos.org/plosone/article?id=10.1371/journal.pone.0004930 http://ux.stackexchange.com http://www.bk.com http://www.quicksprout.com/2014/02/24/how-‐reducing-‐options-‐can-‐increase-‐your-‐conversions/ http://www.uxisnotui.com https://desk.com https://fastly.zendesk.com https://lessaccounting.com https://support.zendesk.com/hc/communities/public/posts/203429656-‐Blog-‐feature-‐request?locale=en-‐us https://turbotax.intuit.com/ https://wistia.com https://www.flickr.com/photos/kukupuff/8033970696 https://www.flickr.com/photos/lynnfriedman/8567142931/ https://www.flickr.com/photos/meddygarnet/4374407454 https://www.flickr.com/photos/orinrobertjohn/544156692 Microsoft Word NPR Music App Things App Wordpress App Zendesk App

Empathetic Experiences © 2015 All rights Reserved Further Reading http://ux.stackexchange.com
http://www.uxisnotui.com http://www.uxpin.com/knowledge.html  http://bokardo.com/principles-‐of-‐user-‐interface-‐design/ Don’t Make Me Think, Steve Krug

Empathetic Experiences

Empathetic Experiences

More Decks by James Alexander Rosen

Other Decks in Programming

Featured

Transcript