Refresh Pittsburgh 11-14-12

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S T E P 1 Find a book you're interested in Tuesday, November 13, 12

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S T E P 1 S T E P 2 Find a book you're interested in Add book to your cart Tuesday, November 13, 12

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S T E P 1 S T E P 2 S T E P 3 Find a book you're interested in Add book to your cart Login and Check out your book Tuesday, November 13, 12

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S T E P 4 Get a download link Tuesday, November 13, 12

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S T E P 4 S T E P 5 Get a download link Boot up Windows Tuesday, November 13, 12

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S T E P 4 S T E P 5 S T E P 6 Get a download link Boot up Windows Download proprietary software Tuesday, November 13, 12

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S T E P 7 Install software Tuesday, November 13, 12

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S T E P 7 S T E P 8 Install software Get cryptic error Tuesday, November 13, 12

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S T E P 7 S T E P 8 S T E P 9 Install software Get cryptic error Google cryptic error Tuesday, November 13, 12

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S T E P 1 0 Learn that you need an updated security certiﬁcate Tuesday, November 13, 12

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S T E P 1 0 S T E P 1 1 Learn that you need an updated security certiﬁcate Open Windows Media Player Tuesday, November 13, 12

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S T E P 1 0 S T E P 1 1 S T E P 1 2 Download new security certiﬁcate Learn that you need an updated security certiﬁcate Open Windows Media Player Tuesday, November 13, 12

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S T E P 1 3 Learn that you need to update Windows Media Player Tuesday, November 13, 12

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S T E P 1 3 S T E P 1 4 Learn that you need to update Windows Media Player Download and Install update Tuesday, November 13, 12

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S T E P 1 3 S T E P 1 4 S T E P 1 5 Learn that you need to update Windows Media Player Download and Install update Reboot Windows Tuesday, November 13, 12

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S T E P 1 6 Start up Overdrive Media Player Tuesday, November 13, 12

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S T E P 1 6 S T E P 1 7 Get another cryptic error message Start up Overdrive Media Player Tuesday, November 13, 12

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S T E P 1 6 S T E P 1 7 S T E P 1 8 Get another cryptic error message Insert profanity Start up Overdrive Media Player Tuesday, November 13, 12

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S T E P 1 9 Give up on stupid library Tuesday, November 13, 12

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S T E P 1 9 S T E P 2 0 Give up on stupid library Open Bit torrent site Tuesday, November 13, 12

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S T E P 1 9 S T E P 2 0 Give up on stupid library Open Bit torrent site S T E P 2 1 Click download Tuesday, November 13, 12

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S T E P 2 2 Enjoy your audio book Tuesday, November 13, 12

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se·lect·list [si-lekt-list] Tuesday, November 13, 12

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se·lect·list [si-lekt-list] ??? Tuesday, November 13, 12

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Nit-picking [nit-pi-king] Nitpicking is the act of removing nits (the eggs of lice, generally head lice) from the host's hair. Tuesday, November 13, 12

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I CLEVELAND Tuesday, November 13, 12

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They don’t care Tuesday, November 13, 12

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What is the secret to creating a great experience? Tuesday, November 13, 12

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You have to care. Tuesday, November 13, 12

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Ability to download audio book Tuesday, November 13, 12

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Ability to download audio book Save book to list if not available Tuesday, November 13, 12

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Ability to download audio book Save book to list if not available License management for publishers Tuesday, November 13, 12

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Ability to download audio book Save book to list if not available License management for publishers Burn audio to CD Tuesday, November 13, 12

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Ability to download audio book Save book to list if not available License management for publishers Burn audio to CD Transfer to iPods Tuesday, November 13, 12

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Post an image Tuesday, November 13, 12

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Post an image Make friends and follow people Tuesday, November 13, 12

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Post an image Make friends and follow people See and talk about my friends images Tuesday, November 13, 12

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Post an image Make friends and follow people See and talk about my friends images Star or favorite images Tuesday, November 13, 12

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Post an image Make friends and follow people See and talk about my friends images Star or favorite images See popular images Tuesday, November 13, 12

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Username or Email Tuesday, November 13, 12

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Seek ’n Spell Tuesday, November 13, 12

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WHERE TO START Tuesday, November 13, 12

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WHERE TO START Talk to Real People Tuesday, November 13, 12

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What do you want to see on the website? Tuesday, November 13, 12

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A Stock Ticker CEO Tuesday, November 13, 12

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A Stock Ticker Photos of the brochure CEO Marketing Director Tuesday, November 13, 12

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A Stock Ticker Photos of the brochure Baseball scores CEO Marketing Director Repairman Tuesday, November 13, 12

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A Stock Ticker Photos of the brochure Baseball scores Ponies! CEO Marketing Director Repairman CEO’s Daughter Tuesday, November 13, 12

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What do you want to see on the website? Tuesday, November 13, 12

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How would you construct or ﬁx something? Tuesday, November 13, 12

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Duct Tape CEO Tuesday, November 13, 12

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Duct Tape I roll up my sleeves and jump in, I have a couple tools. CEO Marketing Director Tuesday, November 13, 12

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Duct Tape I roll up my sleeves and jump in, I have a couple tools. I find the right tool for the job. CEO Marketing Director Repairman Tuesday, November 13, 12

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Duct Tape I roll up my sleeves and jump in, I have a couple tools. I find the right tool for the job. CEO Marketing Director Repairman CEO’s Daughter Borrow my Dad's duct tape to make a Home for my Ponies. Tuesday, November 13, 12

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How do we make the reports better? Tuesday, November 13, 12

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How do we make the reports better? Tuesday, November 13, 12

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Wait Time Wait Time 3:02 14:30 Tuesday, November 13, 12

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It can take over an hour to run a report Tuesday, November 13, 12

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DON’T CHANGE THAT Tuesday, November 13, 12

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Turning a 5 step process into a 4 step process doesn’t necessarily make it easier Tuesday, November 13, 12

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Mental Models: Aligning Design Strategy with Human Behavior By Indi Young Tuesday, November 13, 12

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Track what you eat and count calories Provide a grocery list that only has healthy options Track exercise routine and calories burned Built in pedometer Tuesday, November 13, 12

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Track what you eat and count calories Provide a grocery list that only has healthy options Track exercise routine and calories burned Built in pedometer Tuesday, November 13, 12

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Walk us through your last trip to the grocery store. Tuesday, November 13, 12

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Prepare a list at home Walk us through your last trip to the grocery store. Tuesday, November 13, 12

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Prepare a list at home Take bus to grocery store Walk us through your last trip to the grocery store. Tuesday, November 13, 12

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Prepare a list at home Take bus to grocery store Get a cart Walk us through your last trip to the grocery store. Tuesday, November 13, 12

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Prepare a list at home Take bus to grocery store Get a cart Walk us through your last trip to the grocery store. Enter main doors near the produce Tuesday, November 13, 12

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Waited at the checkout line Walk us through your last trip to the grocery store. Tuesday, November 13, 12

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Waited at the checkout line Looked over and tried to resist the candy bars Walk us through your last trip to the grocery store. Tuesday, November 13, 12

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Waited at the checkout line Looked over and tried to resist the candy bars Walk us through your last trip to the grocery store. Thought about what a tough day he had at work and about how he deserved a treat Tuesday, November 13, 12

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Waited at the checkout line Looked over and tried to resist the candy bars Caved in and picked up a candy bar Walk us through your last trip to the grocery store. Thought about what a tough day he had at work and about how he deserved a treat Tuesday, November 13, 12

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Track what you eat and count calories Provide a grocery list that only has healthy options Track exercise routine and calories burned Built in pedometer Tuesday, November 13, 12

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Eat to overcome an unpleasant mood Tuesday, November 13, 12

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Eat to overcome an unpleasant mood Eat as a reward Tuesday, November 13, 12

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Eat to overcome an unpleasant mood Eat as a reward Eat too much when stressed Tuesday, November 13, 12

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Organize information into groups Tuesday, November 13, 12

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Create new features Tuesday, November 13, 12

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Create personas of users Tuesday, November 13, 12

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Mary Mary is a working professional who struggles to ﬁnd time to cook and often opts for easier eating options. Reasons for poor health decisions: - Not enough time to make healthy decisions - Can’t ﬁnd time to exercise - Eats unhealthy food as a reward or in stressful situations Tuesday, November 13, 12

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Doug Doug is a work at home computer programmer. He has always struggled with his weight. Reasons for poor health decisions: - Makes poor eating decisions - Resigned to being overweight - Feels out of place at health clubs and health food stores Tuesday, November 13, 12

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- We can build features just for Mary - We can write all our copy to speak directly to Mary - We can cater to Mary’s needs instead of a wider spectrum of users Tuesday, November 13, 12

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Make a small group of users extremely happy Tuesday, November 13, 12

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OMG that’s a lot of money My client cant afford this. Tuesday, November 13, 12

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Identify • How big of a group is it? • How many groups of users • Most frequent tasks Listen • Don’t ask leading question • Ask and then shut up • Don’t conﬁrm answers • Don’t be afraid of silence Prioritize • What audience takes precedence? • What features speak to that audience? • What features can you live without? Observe • Observe your user’s surroundings • Take note of all their tasks • Take photos of surroundings • Even interruptions are important Tuesday, November 13, 12

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Mental Models: Aligning Design Strategy with Human Behavior By Indi Young Remote Research: Real Users, Real Time, Real Research by Nate Bolt & Tony Tulathimutte Observing the User Experience By Mike Kuniavsky Tuesday, November 13, 12