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
デザインから開発まで一貫したデザインシステムを構築するベストプラクティス / Best Practices for Building a Consistent Design System from Design to Development
lycorptech_jp
PRO
0
400
Cyber Heart Online Book
hjnasby
0
150
サービスデザインにおける、 映像活用の可能性(Spectrum Tokyo Meetup #18)
ka71
0
150
企画を動かすデザイナーの思考!「広げて絞る」アプローチ。
hikidakan
0
130
アクセシビリティに取り組むメリット
magi1125
1
220
株式会社バクタム 会社説明資料
bactum
0
270
エンジニアでも捗る デザイナー的思考入門
tinykitten
PRO
1
1.1k
事例で学ぶ!今日から使えるWebサービスUI改善ポイント
ncdc
0
200
今日から意識できるアクセシビリティ
fumiko
0
280
How to get a Tiger to Tulsa
mcduckyart
0
120
バイアスを凌ぐデザインとコード ―異動直後にどうふるまうか―
kkaru
0
480
AIの実践とコミュニケーションデザインの意義 / AI practice and the significance of communication design
bebe
0
700
Featured
See All Featured
CSS Pre-Processors: Stylus, Less & Sass
bermonpainter
357
30k
Building an army of robots
kneath
306
45k
Dealing with People You Can't Stand - Big Design 2015
cassininazir
367
26k
How to Think Like a Performance Engineer
csswizardry
25
1.8k
Building Better People: How to give real-time feedback that sticks.
wjessup
367
19k
The Art of Programming - Codeland 2020
erikaheidi
54
13k
The Invisible Side of Design
smashingmag
301
51k
XXLCSS - How to scale CSS and keep your sanity
sugarenia
248
1.3M
Connecting the Dots Between Site Speed, User Experience & Your Business [WebExpo 2025]
tammyeverts
8
400
Designing Experiences People Love
moore
142
24k
Java REST API Framework Comparison - PWX 2021
mraible
31
8.7k
Improving Core Web Vitals using Speculation Rules API
sergeychernyshev
18
1k
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