Talk to more users! - Speaker Deck

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talk to more users! MinneWebCon April 14th, 2014

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✓ seriously just do it

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@linoleumtile bethmckeever.com

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getting lean, egos, tools, and culture.

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2011

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spreadsheets

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annotated wireframes

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email chains

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OH MY!

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the agile manifesto, © 2001 We are uncovering better ways of developing software by doing it and helping others do it. Through this work we have come to value: ! Individuals and interactions over Processes and tools ! Working software over Comprehensive documentation ! Customer collaboration over Contract negotiation ! Responding to change over Following a plan ! That is, while there is value in the items on the right, we value the items on the left more.

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! use the best tool for communication !

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the designer is an expert ! ! and so is the developer and so is the business and so is the QA analyst etc. ! We maintain expertise in our areas, but discover a product together.

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“Lean UX is the practice of bringing the true nature of our work to light faster, with less emphasis on deliverables and greater focus on the actual experience being designed.” Jeff Gothelf for Smashing Magazine, March 2011

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outcomes > outputs

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G G G P think Y MAKE O CHECK

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don’t waste

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be okay with rough

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not the product

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the test ! method plan prototype

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your domain knowledge has made you an expert

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site group network specialty clinicians members providers formulary deductible dependent health plan coinsurance out-of-pocket HSA HRA FSA member-patients durable medical equipment summary of benefits and coverage

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such amaze so knowledge wow

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your domain knowledge has ruined you

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HUH?

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kill your ego

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provider ! ! ! !

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provider ! doctor clinic nurse hospital

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“they’re always confused”

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“they’re old”

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“they’re not really who we’re going after”

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“they said radio button… they’re probably a little too inside”

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we serve them too.

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expertise?

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perfection?

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you ≠ your product

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your process ≠ your product

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every product has something wrong with it.

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always and forever

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πάντα ῥεῖ

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remove offense

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remove offense

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remove offense

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kill your ego. you serve others.

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know your tools

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work on your moderation skills

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Hi,_________. My name is _________, and I'm going to be walking you through this session. ! You probably already know, but let me explain why we've asked you to come here today: We're testing a web site that we're working on to see what it's like for actual people to use it. ! I want to make it clear right away that we're testing the site, not you. You can't do anything wrong here. In fact, this is probably the one place today where you don't have to worry about making mistakes.

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Hey there. I’m Beth. Thanks for coming in today! We’re really excited you here… and I promise, it’s totally harmless. ! I’m sure the folks at Focus Market Research told you what we're up to today. We’re testing a web site that we're working on to see what it's like for actual people to use it. ! I want to make it clear right away that we're testing the site, not you. Everything you say is right! And the best thing you can do today is be brutally honest.

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“why’s that?”

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“that’s great feedback! now what about…”

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-join and improv group with your team

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“I totally got 5 stars from that hotel site I ripped apart”

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outcomes > outputs

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MVP

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user had trouble ﬁnding the secondary navigation user said they would “just call member services” if they needed help 1 1

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user had trouble ﬁnding the secondary navigation user said they would “just call member services” if they needed help 3 2 user was able to add a new family member without trouble 1 “some buttons say ‘next’ and some say ‘continue’” 1

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user had trouble ﬁnding the secondary navigation user said they would “just call member services” if they needed help 5 3 user was able to add a new family member without trouble 3 “some buttons say ‘next’ and some say ‘continue’” 1 “this was easy!” 2 3rd page was confusing 2

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5 min

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only ask for what you need. ! but ask when you need it.

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you probably know someone.

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cultivate a better culture

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don’t wait for permission!

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seriously DON’T do it

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don’t waste

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Test room Remote @ desk Remote @ desk Remote viewing party

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be okay with rough

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kill your ego. you serve others.

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know your tools

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cultivate a better culture

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talk to more users! ! thanks!