Upgrade to Pro
— share decks privately, control downloads, hide ads and more …
Speaker Deck
Features
Speaker Deck
PRO
Sign in
Sign up for free
Search
Search
Better Experiences by Involving Customers
Search
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
Tweet
Share
More Decks by thoughtmerchant
See All by thoughtmerchant
All the design wisdom I have right now.
thoughtmerchant
0
360
Good Enough is Better
thoughtmerchant
0
420
Usability Primer in 10 Minutes Flat (GORUCO)
thoughtmerchant
2
560
The Grid & Typography for Developers
thoughtmerchant
10
940
Leveraging SASS + Compass to Create Style Guides
thoughtmerchant
11
1.3k
Designing Mobile Web Experiences
thoughtmerchant
16
850
Unifying Agile and UX with Live Style Guides
thoughtmerchant
31
9.2k
Usability Primer in 10 Minutes Flat
thoughtmerchant
3
360
Who Shot Lorem Ipsum
thoughtmerchant
1
400
Other Decks in Design
See All in Design
株式会社バクタム 会社説明資料
bactum
0
290
sachi_y_portfolio
sachi337
0
470
デザイナー向けフライル説明資料
toshiblues
0
100
地理院地図をもっと楽しく!れきちず新機能のご紹介
hjmkth
1
110
BPStudy#213〜ビジネスアナリシスとDDD(ドメイン駆動設計)パネルディスカッション資料 / BPStudy213-panel
haru860
0
470
Them Middle School Kids Pitch
stevie_vee
0
120
A Platform Connecting Brand Philosophy and Assets: "LY Corporation Design Hub"
lycorptech_jp
PRO
0
360
ブランドパーソナリティ言語化における生成AI活用の実際
h0sa
0
250
Light My Fire/ハートに火をつけるコミュニティ
kgsi
1
150
Character Experience AI 〜 AIキャラクターのつくりかた 〜
smartbank
0
210
AIで加速するアクセシビリティのこれから
magi1125
3
640
FigmaのFigmaファイルから学ぶTips & Tricks
hilokifigma
0
640
Featured
See All Featured
Thoughts on Productivity
jonyablonski
69
4.8k
Exploring the Power of Turbo Streams & Action Cable | RailsConf2023
kevinliebholz
34
6k
GraphQLの誤解/rethinking-graphql
sonatard
71
11k
Adopting Sorbet at Scale
ufuk
77
9.5k
What's in a price? How to price your products and services
michaelherold
246
12k
Speed Design
sergeychernyshev
32
1.1k
VelocityConf: Rendering Performance Case Studies
addyosmani
332
24k
Fashionably flexible responsive web design (full day workshop)
malarkey
407
66k
Connecting the Dots Between Site Speed, User Experience & Your Business [WebExpo 2025]
tammyeverts
8
470
Chrome DevTools: State of the Union 2024 - Debugging React & Beyond
addyosmani
7
810
Embracing the Ebb and Flow
colly
86
4.8k
Site-Speed That Sticks
csswizardry
10
770
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.
None
None
None
None
None
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
None
- envis precisely GmbH 2009 - www.envis-precisely.com
How do we use these disciplines to create better experiences?
None
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
None
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.
None
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
None
None
None
None
None
None
Critical Path Interactions
Validation of Core Functionality
None
None
None
The Results?
75% 13s
70% 5s
67% 3s
None
None
None
None
None
Very Simple Low Touch Highly Immersive Analytics Click Tests Usability
Testing Contextual Ethnography
None
None
“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
None
None
User Moderator
A B B
None
NO NO NOPE Leasing agents?
None
Big Round of Testing Wrapped in December 8
None
None
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
None
Insights: ! Amenity widget is confusing ! Resilient user is
successful
Hypothesis: ! A checklist will perform better than an “add
to” bucket.
Start
Insiders
None
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