How Jamf is Thinking of the User Experience

Presentation from JNUC 2018, the world's largest rally of Apple IT administrators.

Session:
How Jamf is Thinking of the User Experience

Presented by:
Amanda Sandbeck, Jamf
Adam Barth, Jamf

View all session slides, recordings and more at https://www.jamf.com/events/jamf-nation-user-conference/2018/.

Transcript

2. © JAMF Software, LLC Adam Barth UX Designer II Jamf Amanda Sandbeck UX Researcher II Jamf 275x275 head shot 275x275 head shot
3. © JAMF Software, LLC How Jamf is Thinking of the User Experience Presentation agenda: ‣ What is User Experience? ‣ UX at Jamf ‣ Case Studies ‣ Support your solutions with UX
4. © JAMF Software, LLC What is User Experience (UX)? Popular Misconceptions ‣ UX is simply the visuals ‣ The UX Team works in a silo ‣ The UX needs to be completely original
5. © JAMF Software, LLC What is User Experience (UX)? User Experience is the emotions and attitudes a person has when using a product or service. iPod 1st Generation, 2001
6. © JAMF Software, LLC You've got to start with the customer experience and work backwards to the technology. You can't start with the technology and try to figure out where can I sell it. “ ”
7. © JAMF Software, LLC UX Design The process of creating a product that provides meaningful and valuable experiences. ‣ Empowered by User Research ‣ Collaboration of various UX disciplines ‣ Translating user needs into product experiences
8. © JAMF Software, LLC UX at Jamf Team History Challenges Goals ‣ Promote user-focused thinking ‣ Empower Admins ‣ Relentless Self Improvement Mapping Configuration Profiles
9. © JAMF Software, LLC UX at Jamf The Parts ‣ Research ‣ Architecture ‣ Design Research Architecture Build Design
10. RESEARCH Discovery UX Process @ Jamf Research: Discovery Goal: To gather a baseline understanding of end users needs and behaviors on current/future features, validate and/or reject assumptions. Tools: 1:1 interviews, baseline usability studies, focus groups, card sorts, heuristics, surveys
11. RESEARCH ARCHITECTURE Discovery Ideation UX Process @ Jamf Architecture: Content and Structure Goal: Use initial research to define the meaningful content and pinpoint the organizational structure within the product. Tools: User Journey Mapping, Site Maps, Wireframes
12. RESEARCH ARCHITECTURE RESEARCH Discovery Exploration Ideation UX Process @ Jamf Research: Exploration Goal: Gather feedback around content and structural concepts produced by Architects, validate/reject assumptions. Tools: prototype testing, concept testing, AB concept feedback, participatory design, tree testing
13. RESEARCH DESIGN ARCHITECTURE RESEARCH Discovery Exploration Build Ideation UX Process @ Jamf Design: Interactions and Visuals Goal: Design a UI solution that allows the user to complete the defined task efficiently, effectively, and potentially enjoyably. Tools: Hi-Fidelity Mockups, Task Workflows, Interactive Prototypes, Design System
14. RESEARCH DESIGN ARCHITECTURE RESEARCH RESEARCH Discovery Exploration Validation Build Ideation UX Process @ Jamf Research: Validation Goal: To validate the final design or workflow of a product Tools: Usability Testing, 1:1 Interviews, Field Observations, surveys
15. RESEARCH Discovery Case Study: jamf.com (Resources) Goal: Make it easier for visitors to find the content they are looking for. Heuristic & Baseline Usability • Assumed content awareness • Usability issues • Poor findability of content • Lack of search options
16. RESEARCH ARCHITECTURE Discovery Ideation Case Study: jamf.com (Resources) Goal: Begin shaping potential solutions that focus on content and structure of the feature or page. • Best practice analysis • 5 lo-fidelity mockups • 3 prototypes
17. RESEARCH ARCHITECTURE RESEARCH Discovery Exploration Ideation Case Study: jamf.com (Resources) Goal: Gather feedback/preference around 3 concepts Prototype Usability Study • Favored elements from each concept • Decreased time on task • Increased findability • Familiar UI
18. RESEARCH DESIGN ARCHITECTURE RESEARCH Discovery Exploration Build Ideation Case Study: jamf.com (Resources) Goal: Apply appropriate UI elements using the previous research and IA as a guide • Style Guidelines • Hi-Fidelity Prototype
19. RESEARCH DESIGN ARCHITECTURE RESEARCH RESEARCH Discovery Exploration Validation Build Ideation Case Study: jamf.com (Resources) Usability Study • Easy to navigate, • Aesthetically pleasing • Decreased time on task • Increased user satisfaction Goal: Validate final design
20. © JAMF Software, LLC Support your solutions with UX Reminder: You are not your end user Goals • Reduce Help Desk Tickets • Reduce user errors • Increased adoption of new workflows • Leverage the feedback loop • Better solutions faster
21. © JAMF Software, LLC Support your solutions with UX • Observe your end users • Leverage existing feedback (tickets, phone calls, etc.) • Test different solutions if possible • Keep the feedback loop open
22. Questions?
23. © JAMF Software, LL THANK YOU!