Championing the User Experience

We know how to talk about the user experience, we know its value - so how do we communicate that to our team? In this hour, presented July 8, 2015, I talk about defining user experience in terms that matter to stakeholders, how to appeal to business concerns, and align user goals with the bottom line.

Transcript

1. CHAMPION USER EXPERIENCE
2. speakerdeck.com/libux
3. speakerdeck.com/library user experience
4. www.libux.co
6. www.libux.co
7. #libux
9. okay
11. WHAT IS THE USER EXPERIENCE
12. WHAT IS THE USER EXPERIENCE Y
13. The UX IS A MEASUREMENT
16. UX IS GOOD BUSINESS
17. Business that invest in a superior customer service • 14.4% more customers willing to purchase the product • 15.8% fewer customers willing to consider doing business with a competitor • 16.6% more customers likely to recommend their product or services Adobe.com/enterprise/pdfs/Forrester_Best_Prac_In_User_Exp.pdf
18. E-Commerce is the closest analog to library web design
19. Business LIBRARIES that invest in a superior customer service • 14.4% more customers willing to purchase the product checkout the material • 15.8% fewer customers willing to consider doing business with a competitor • 16.6% more customers likely to recommend their product or services which matters when it’s time to write congress-people
20. UX IS GOOD BUSINESS makes libraries more sustainable
21. helloerik.com
22. helloerik.com
23. ECOSYSTEM THEORY helloerik.com
24. helloerik.com
25. “An organization that’s doing a great job of UX thinking is visibly better than one that isn’t, and you see the differences not just in the seamless ease of its patron touchpoints or the usability of its website or its well- designed physical wayfinders, but in the way its staff treat one another. When an organization is well and truly steeped in UX, with total awareness of and buy-in on user- centered thinking, its staff enact those principles, whether they’re facing patrons or not..” – Coral Sheldon-Hess
27. CHAMPION USER EXPERIENCE BY PROVING IT
30. HEURISTIC EVALUATION
31. HEURISTIC EVALUATION No time. No budget. No problem.
33. How many menu items?
35. How many columns is your layout?
39. If an academic library, are there events prominently displayed?
42. Is there a carousel?
46. http://uxmag.com/articles/leveraging-the-kano-model-for-optimal-results
48. DATA AND DELIVERABLES AND CONTINGENCIES
49. Users tell me all the time … First Rule of Usability? Don’t Listen to Users | “Self-reported claims are unreliable, as are user speculations about future behavior. Users do not know what they want. … Self-reported data is typically 3 steps removed from the truth.” I don’t think we should be so concerned with mobile … Sometimes it’s hard to know where even to begin. Anticipate these. Part of the reason we make decisions with data is to resist arbitrary top- down design preferences.
51. bit.ly/deep-blue-ux
52. Findings and Recommendations Matrix
54. www.libux.co/findings-recommendations-matrix
55. The Kano Model
57. Satisfaction
58. Satisfaction Investment LOW HIGH FRUSTRATION DELIGHT
59. Satisfaction Investment LOW HIGH FRUSTRATION DELIGHT Basic Expectations
60. Satisfaction Investment LOW HIGH FRUSTRATION DELIGHT Basic Expectations Excitement Generators
61. Postive / Negative Question Pairs | Explain or demonstrate a feature – like the new Florida Ask a Librarian chat – then ask patrons how they would feel if 1) it was present, and 2) it wasn’t. 1. I like it 2. I expect it 3. I’m neutral 4. I can tolerate it 5. I dislike it
64. Customer Journey Map
66. As a _____________, I want to _______________________ so that __________________________. a young dad sign up for a library card I can check out books for the kiddo
67. Touchpoints during Card Registration 1. Find out when the library is open on Saturday 2. Drive to the library and park 3. Make sure to pay enough for parking 4. Enter the library, approach the front desk, inquire 5. Fill out long paper form 6. Provide proof of residency and identification 7. Get Card
68. Touchpoints during Card Registration 1. Find out when the library is open on Saturday 2. Drive to the library and park 3. Make sure to pay enough for parking 4. Enter the library, approach the front desk, inquire 5. Fill out long paper form 6. Provide proof of residency and identification 7. Get Card
70. Core Content Matrix
72. www.libux.co/core-content-audit
73. Event Tracking
75. ga( ‘send’, ‘event’, ‘Carousel’, ‘click’, ‘Next Slide’);
76. Speed Index
79. www.webpagetest.org
83. www.dtelepathy.com/ux-metrics
84. Q’s?