An introdcution to user experience

Transcript

1. AN INTRODUCTION TO USER EXPERIENCE BY JENS WEDIN
2. Pay attention to what users do, not what they say — Jakob Nielsen do
3. USER TECH BUSINESS USER EXPERIENCE
4. WHY
5. INCREASED CUSTOMER SATISFACTION
6. MORE LOYAL CUSTOMERS
7. HIGHER BRAND VALUE
8. KEEP EXISTING CUSTOMERS
9. MORE SALES
10. MORE EFFECTIVE WORK
11. SAVE MONEY
12. WHAT
13. USER- AND BUSINESS NEEDS SPECIFICATIONS AND REQUIREMENTS INFORMATION ARCHITECTURE INTERACTION DESIGN INFORMATION DESIGN VISUAL DESIGN ABSTRACT CONCRETE
14. LEARNABILITY EFFICIENCY MEMORABILITY ERRORS SATISFACTION
15. WHEN
16. UX NO
17. UX NO
18. UX AH YEAH!
19. SCENARIOS WEB ANALYTICS VISION & STRATEGY INTERACTION DESIGN IMPACT MAPPING USER RESEARCH BUDGET PLANNING USABILITY TESTING
20. THE UX TOOLBOX
21. IMPACT MAPPING & CONCEPT MODELING
25. USER RESEARCH & PERSONS
26. LENA, WORK AS A COST CALCULATOR “Tvättning av data tar 75% av min tid vilket jag vill lägga minst tid på”
27. LENA, WORK AS A COST CALCULATOR DESCRIPTION! Lena works as a cost calculator in Mimmi. Most of the time she uses Mimmi 6-8 hours a day but some periods there she only uses the system 2-3 hours a day. Mimmi is here primary tool at Fritidsresor. Lena sits in an open landscape with two screens, one to add information and one to compare and read from other systems. She is often frustated over the slow performance and that the import of data from other system is less than good. She sais “I spend 75% of my work cleaning data and 25% on cost calculation which is my main work”. Ò Import of contracts, cleaning data and adding information manually ! Ò Adding information about hotels and flights ! Ò Cost calculating for new seasons ! Ò Changes in contracts means changes in the cost calculation SPENDING MOST TIME ON Ò It works good in general ! Ò The calculations works as expected ! Ò All info on one page to get an overview ! Ò Copy & paste in Mimmi and to Excel ! Ò It works ok with keyboard ! WHAT WORKS OK
28. LENA, WORK AS A COST CALCULATOR Ò The system have slow performance, bugs and crashes now and then ! Ò It’s hard to get an overview of the changes 
 made and what impact they have made ! Ò You have to save the data to get an cost, you cannot preview or undo ! Ò You always have to start from scratch when there is a new season. Even if the information is the same. ! Ò Lots of information needs to be added manually and repeated times ! Ò Contract changes are hard to spot and generates lots of work ! Ò You can’t merge contracts ! Ò Lots of needed information are in other systems ! Ò Lots of calculation, analyzing are done in Excel and on paper ! Ò The system is inflexible and can’t handle exceptions well ! Ò It’s easy to make errors and mistakes as the interface is complex and not forgiving ! Ò You can’t compare seasons in a good way ! ! ! ! ! WHAT WORKS LESS GOOD Ò TPG ! Ò PUBLIC WEBSITE ! Ò DATA WAREHOUSE ! Ò CRS ! Ò EXCEL ! Ò COINS! Ò CSQ ! Ò GOOGLE ! Ò COINS REPORTER ! Ò APOLLO PORTAL ! Ò FDB2 ! ! ! ! ! SYSTEMS NEEDED TO THE DAILY WORK
29. ECO SYSTEM & SERVICE DESIGN
30. POSITIVE NEGATIVE WEB MAIL TELEPHONE MOBILE WEB SERVICE
31. COMPETITIVE BENCHMARKING
32. SATISFACTION QUALITY PERCEPTION EFFICIENCY COMPANY 1 COMPANY 2 8 8 5 9 7 9
33. USABILITY TESTING
34. PHOTO BY K2_UX
35. WEB ANALYTICS
36. 10 000 2 000 JAN FEB APR MAR MAY
37. INTERACTION DESIGN WIREFRAMES, SKETCHES OR WEB PROTOTYPES
40. EXAMPLES
53. ”14 onödiga knapptryckningar gånger 2900 ärenden = 40 600 onödiga knapptryckningar. Och de 2900 är bara en liten del av de rapporter som skickas till a-kassorna från Arbetsförmedlingen.” -javlaskitsystem.se
54. LEARN MORE
55. GOJKO ADZIC ERIKA HALL
56. MIKE MONTEIRO ERIC RIES DAN ROAM
57. JEFF GOTHELF STEVE PORTIGAL
58. THANK YOU! ! @jenswedin http://tiny.cc/uxintro