Don't forget the first time user

First-time users enter your system with a child-like innocence, ready to test the simplicity of your system as only a first-timer can. Often they find themselves lost, alone, frustrated, and vowing never to return. With examples from health and transport, we'll explore the way to get it right - first time!

by Marie-Claire Grady, from UX Australia 2015

Transcript

1. © 3rdView Consulting Pty Ltd 2015 Don’t forget the first-time user!" " Marie-Claire Grady Brisbane’s Customer Focus & " Customer Experience Specialists © 3rdView Consulting Pty Ltd 2015
2. © 3rdView Consulting Pty Ltd 2015
3. © 3rdView Consulting Pty Ltd 2015
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5. © 3rdView Consulting Pty Ltd 2015 © 3rdView Consulting Pty Ltd 2015
6. © 3rdView Consulting Pty Ltd 2015 Why? How? What? © 3rdView Consulting Pty Ltd 2015
7. © 3rdView Consulting Pty Ltd 2015 Why are first-time users important? © 3rdView Consulting Pty Ltd 2015
8. © 3rdView Consulting Pty Ltd 2015 Growth
9. © 3rdView Consulting Pty Ltd 2015 Child-like innocence
10. © 3rdView Consulting Pty Ltd 2015 Adult perspective
11. © 3rdView Consulting Pty Ltd 2015 +
12. © 3rdView Consulting Pty Ltd 2015 How do we understand first-time experiences? © 3rdView Consulting Pty Ltd 2015
13. © 3rdView Consulting Pty Ltd 2015 Capture them the first time
14. © 3rdView Consulting Pty Ltd 2015 Field study Photo diary Video diary
15. © 3rdView Consulting Pty Ltd 2015 Be curious Be open
16. © 3rdView Consulting Pty Ltd 2015 What can we do with first-timer insights? © 3rdView Consulting Pty Ltd 2015
17. © 3rdView Consulting Pty Ltd 2015 Make the system attractive to first-timers
18. © 3rdView Consulting Pty Ltd 2015 Encourage people to return
19. © 3rdView Consulting Pty Ltd 2015 Simplify experiences… or Separate
20. © 3rdView Consulting Pty Ltd 2015 © 3rdView Consulting Pty Ltd 2015 © 3rdView Consulting Pty Ltd 2015
21. © 3rdView Consulting Pty Ltd 2015 Brisbane’s Customer Focus & " Customer Experience Specialists © 3rdView Consulting Pty Ltd 2015
22. © 3rdView Consulting Pty Ltd 2015 Marie-Claire Grady marie-claire.grady@3rdview.com.au 0409 055 091 Brisbane’s Customer Focus & " Customer Experience Specialists © 3rdView Consulting Pty Ltd 2015