Better Experiences by Involving Customers

Presentation given at the On-Site.com company retreat in Phoenix Arizona.

Transcript

1. Better Experiences by Involving Customers Presented by: ! Dave Luciano, User Experience Designer, On-Site Steve Berry, Principal , Thought Merchants
2. Dave Luciano On-Site User Experience Designer ! dluciano@on-site.com
3. PHX
5. UX @ On-Site
6. Steve Berry Thought Merchants UX / UI / Design ! www.thoughtmerchants.com @thoughtmerchant
7. I work with start-ups & emerging companies.
13. Agents Renters
14. Great Experience Must: Delight Get out of the way Improve process
15. Sooooooo… User Experience?
16. 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
18. - envis precisely GmbH 2009 - www.envis-precisely.com
19. How do we use these disciplines to create better experiences?
21. We watch our users study
22. Very Simple Low Touch Highly Immersive Analytics Click Tests Usability Testing Contextual Ethnography
23. Analytics
24. Click Tests
25. Usability Testing
26. User Moderator
28. 1 2 3 Task List
29. Ethnography
30. Why?
31. Making products for the web is hard work.
32. We all suffer from the Malkovich Bias. The tendency to believe that everyone uses the web like you do.
34. Let’s Validate an Idea!
35. Flight Check-in! Eagle Air Beagle Air
36. Go to: uxmachine.com/retreat
37. 10 Seconds Remaining
38. Phones Away
39. The Experiences
40. Beagle Air
41. Beagle Air
42. Eagle Air
43. Eagle Air
44. The Test Tests running for a week. ! Over 200+ unique responses ! 50 / 50 split male / female. ! ! !
45. Beagle Air 87% Completion 22s 57% Completion 10s 70% Completion 8s
46. Eagle Air 82% Completion 10s 99% Completion 4s 100% Completion 4s
47. Results Eagle Air 81% success ~16 seconds Beagle Air 35% success ~34 seconds
54. Critical Path Interactions
55. Validation of Core Functionality
59. The Results?
60. 75% 13s
61. 70% 5s
62. 67% 3s
68. Very Simple Low Touch Highly Immersive Analytics Click Tests Usability Testing Contextual Ethnography
71. “Watching people use the stuff you build is the best way to confront the Malkovich Bias.” — Andres Glusman VP Strategy, Product & Community Meetup
72. Images courtesy of businessinsider.com
75. User Moderator
76. A B B
78. NO NO NOPE Leasing agents?
80. Big Round of Testing Wrapped in December 8
83. Task 1: ! Change the image on the front page of your community’s website.
84. Task 2: ! Check out the change by visiting your website. What is the URL?
85. User Dave
87. Insights: ! Amenity widget is confusing ! Resilient user is successful
88. Hypothesis: ! A checklist will perform better than an “add to” bucket.
89. Start
90. Insiders
92. Sign up: on-site.com/insiders ! Text: INSIDERS to 63-ONSITE-33 (636-674-8333)
93. 2014 ?
94. Experience Must: Delight Get out of the way Improve process
95. Thanks
96. 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