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Better Experiences by Involving Customers
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thoughtmerchant
January 15, 2014
Design
1
350
Better Experiences by Involving Customers
Presentation given at the On-Site.com company retreat in Phoenix Arizona.
thoughtmerchant
January 15, 2014
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Transcript
Better Experiences by Involving Customers Presented by: ! Dave Luciano,
User Experience Designer, On-Site Steve Berry, Principal , Thought Merchants
Dave Luciano On-Site User Experience Designer !
[email protected]
PHX
2013
UX @ On-Site
Steve Berry Thought Merchants UX / UI / Design !
www.thoughtmerchants.com @thoughtmerchant
I work with start-ups & emerging companies.
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Agents Renters
Great Experience Must: Delight Get out of the way Improve
process
Sooooooo… User Experience?
User Experience UX = “User experience” encompasses all aspects of
the end-user’s interaction with the company, its services, and its products. http://www.nngroup.com/articles/definition-user-experience/ — Nielsen Norman Group
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- envis precisely GmbH 2009 - www.envis-precisely.com
How do we use these disciplines to create better experiences?
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We watch our users study
Very Simple Low Touch Highly Immersive Analytics Click Tests Usability
Testing Contextual Ethnography
Analytics
Click Tests
Usability Testing
User Moderator
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1 2 3 Task List
Ethnography
Why?
Making products for the web is hard work.
We all suffer from the Malkovich Bias. The tendency to
believe that everyone uses the web like you do.
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Let’s Validate an Idea!
Flight Check-in! Eagle Air Beagle Air
Go to: uxmachine.com/retreat
10 Seconds Remaining
Phones Away
The Experiences
Beagle Air
Beagle Air
Eagle Air
Eagle Air
The Test Tests running for a week. ! Over 200+
unique responses ! 50 / 50 split male / female. ! ! !
Beagle Air 87% Completion 22s 57% Completion 10s 70% Completion
8s
Eagle Air 82% Completion 10s 99% Completion 4s 100% Completion
4s
Results Eagle Air 81% success ~16 seconds Beagle Air 35%
success ~34 seconds
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Critical Path Interactions
Validation of Core Functionality
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The Results?
75% 13s
70% 5s
67% 3s
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Very Simple Low Touch Highly Immersive Analytics Click Tests Usability
Testing Contextual Ethnography
None
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“Watching people use the stuff you build is the best
way to confront the Malkovich Bias.” — Andres Glusman VP Strategy, Product & Community Meetup
Images courtesy of businessinsider.com
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User Moderator
A B B
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NO NO NOPE Leasing agents?
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Big Round of Testing Wrapped in December 8
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Task 1: ! Change the image on the front page
of your community’s website.
Task 2: ! Check out the change by visiting your
website. What is the URL?
User Dave
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Insights: ! Amenity widget is confusing ! Resilient user is
successful
Hypothesis: ! A checklist will perform better than an “add
to” bucket.
Start
Insiders
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Sign up: on-site.com/insiders ! Text: INSIDERS to 63-ONSITE-33 (636-674-8333)
2014 ?
Experience Must: Delight Get out of the way Improve process
Thanks
5:00pm Depart for Wrigley Mansion 5:15pm Sunset dinner & reception
8:00pm Shuttle back to hotel 8:15pm Marshmallow roast Tomorrow 7:00am Breakfast 8:30am Session begins