crafting delightful broken experiences
DESCRIPTION
How do you help your users when technology fails? This presentation was delivered at edUi 2014 by Matthew Edgar and focuses on the specific steps you can take to improve the experience users have when they encounter errors on your website.TRANSCRIPT
Welcome!
Before we get started…
• Owner, QW Consulting• Founder, SpringTrax• From: Littleton, Colorado
Share your presentation experience today using #edui_broken
Agenda.
Today we will…• Define Broken Experiences
• Cover the 3 Steps to Handle Broken Experiences
• Step 1: Find Errors On Your Website
• Step 2: Craft Broken Experiences
• Step 3: Test & Improve Broken Experiences
• Answer Questions & Share Ideas
What Are Broken Experiences?
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Broken Experiences?
When errors break the experience we
designed for our users.
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#edui_broken
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#edui_brokenTechnology can fail.
#edui_brokenFocus on tech fix?
#edui_brokenFocus on experience.
#edui_brokenErrors ripple out…
So, How Do You Handle Broken Experiences?
THREE STEPS1. Find2. Craft3. Test
STEP ONE:Find the Errors
on Your Website
#edui_broken“I don’t have errors!”
X
#edui_brokenAsk yourself…
Do I Have Errors?
Which Errors Do I Have?
X
#edui_broken
Meet Sally, IT Manager
#edui_broken“I have errors.”
Common Errors
#edui_brokenSearch forms
#edui_brokenContact forms
#edui_brokenForgot password
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404 Not Found Errors
#edui_brokenServer Errors
Your site’s errors are unique.
#edui_broken
How do you find errors on your
website?
#edui_broken1) Monitoring Tools
#edui_brokenForms
#edui_brokenError Events
#edui_brokenForm Errors
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404 Not Found Errors
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404 Not Found Errors
#edui_brokenServer Crash
#edui_brokenPingdom
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2) User Testing
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User Testing
Test to find errors…
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User Testing
…and to understandexperience.
#edui_broken3) Error Mapping
#edui_brokenBrainstorm & Investigate
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Brainstorm & Investigate
What errors could happen?
What errors are happening?
Practical Guide#edui_broken
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Practical Guide
How many users are affected?
In what way are users affected?
#edui_brokenError Roadmap
#edui_brokenError Roadmap
STEP TWO:Craft Broken Experiences
Goal 1:Continuability
Users Have 3 Options
#edui_broken
Users Have 3 Options
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Leave
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Go back
Leave
Users Have 3 Options
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Go forward
Go back
Leave
Users Have 3 Options
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Momentum
Friction
Friction
Users Have 3 Options
#edui_brokenPoor
#edui_brokenOkay
#edui_brokenGood
Goal 2:Clarity
#edui_brokenWhere do I go now?
#edui_brokenPoor
#edui_brokenOkay
#edui_brokenGood
Goal 3:Relevance
#edui_broken
Provide useful directions
THIS WAY TO
OZ
#edui_brokenPoor
Return home
#edui_brokenOkay
#edui_brokenGood
STEP THREE:Test & Improve
Broken Experiences
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User test the broken experience.
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Split test the broken experience.
#edui_brokenMonitoring Tools
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For Example: SpringTrax
In Conclusion:
Be Vigilant: Always Improve Broken
Experiences
REMEMBER…
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Errors will happen.
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Find the errors.
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Positive experiences.
#edui_broken
Questions?
Matthew Edgar www.qwconsulting.comwww.linkedin.com/in/matthewedgar@qwconsulting
THANK YOU!