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Building for stress cases

Building for stress cases

WordCamp Belfast talk

Tammie Lister

May 26, 2018

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  1. Tammie Lister - @karmatosed Building for the stress cases

  2. “When we label a usage an “edge case,” we marginalize

    that user and choose not to care. Think “stress case,” instead, and design for that human.” - Eric Meyer
  3. Thinking about stress is hard

  4. Stress causes

  5. None
  6. developers.google.com/search/mobile-sites/

  7. “The designer should assume that people will be interrupted during

    their activities”
 - The Design of Everyday Things
  8. None
  9. “…there are 6.4-billion people who are temporarily able-bodied. We are

    all changing at every moment.”
 - Kat Holmes
  10. • Emotional stress • Situational stress • Financial stress •

    Other stress… Stress causes
  11. “It may not be possible to reliably pre-detect whether a

    person wants to see their year in review, but it’s not at all hard to ask politely —empathetically— if it’s something they want. ”
 - Eric Meyer
  12. None
  13. • Emotional stress • Situational stress • Financial stress •

    Other stress… Stress causes
  14. “No one could understand why you’d want to have that

    thing on your face, in the way of normal social interaction.” 
 – MIT Technology Review
  15. • Emotional stress • Situational stress • Financial stress •

    Other stress… Stress causes
  16. • Emotional stress • Situational stress • Financial stress •

    Other stress… Stress causes
  17. Inclusive design is good business

  18. “ But if our goal is to expand our market

    size, commonly called “Total Addressable Market” in business parlance as meaning the demographic range of your product or service, then the way to grow the TAM is to incorporate diversity into the content and product team.” - John Maeda
 creativemornings.com/blog/john-maeda-kat-holmes-on-designing-for- inclusiveness
  19. None
  20. “For boomers, technology is contagious. And they don’t consider themselves

    technology dunces. Instead, they blame manufacturers for excessive complexity and poor instructions. ”
 - Rodgers
  21. “Growing up in Texas, I received many negative messages about

    my dark skin. Now here I was, 20 years later, too black for Snapchat.”
 - Y-Vonne Hutchinson www.technologyreview.com/s/602154/biased-by-design
  22. Find your stress case

  23. “Remember that “crisis” doesn’t have to mean a natural disaster

    or severe medical emergency. It can be a situation where an order has gone horribly wrong, or where a user needs information while rushing to the airport.”
 - Sara Wachter-Boettcher
  24. Problems

  25. 1. No clue who creating for Problems

  26. WWAHD : what would a human do? “As you read

    aloud, pretend you’re talking to a real person and ask yourself “Would I say this to someone in real life?” Sometimes our writing makes us sound stodgier or colder than we’d like.”
 - Kate Kiefer Lee
  27. 2. Create in a bubble Problems

  28. None
  29. 3. Narrow creators Problems

  30. None
  31. 4. No clear feedback channels Problems

  32. 5. Experience left to design Problems

  33. 6. Empathy theatre Problems

  34. uxplanet.org/empathy-and-product-design-669d71236fb2

  35. 7. Empathy pain Problems

  36. At first glance everything looks fine, but it won’t stand

    up to scrutiny. As soon as such a website is stress-tested by actual usage across a range of browsers, the façade crumbles. - Resilient Web Design 8. Narrow testing Problems
  37. Tips

  38. 1. Bit by bit…slowly does it Tips

  39. 2. Create a culture of compassion Tips

  40. Create a culture of compassion 1. Exposure hours

  41. 2. Empathy challenges Create a culture of compassion

  42. 3. Testing by everyone on everything Create a culture of

  43. 3. Listen Tips

  44. Listen 1. Support

  45. Listen 2. Testing (again)… but not just you

  46. 4. Embrace the stress cases Tips

  47. 5. Know your stress cases Tips

  48. 6. Gradual product loops Test Iterate Loop Tips

  49. 7. Create journey maps Tips

  50. Building for the stress cases

  51. Thanks, any questions? Tammie Lister - @karmatosed speakerdeck.com/