crafting delightful broken experiences

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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.

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  • 1. Crafting Delightful BrokenExperiencesMatthew Edgarm@qwconsulting.com@qwconsulting#edui_broken

2. Before we getstarted Owner, QW Consulting Founder, SpringTrax From: Littleton, ColoradoShare your presentation experiencetoday using #edui_brokenWelcome! 3. 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 4. What Are BrokenExperiences? 5. #edui_brokenWhen errors breakthe experience wedesigned for our users.Broken Experiences? 6. #edui_broken 7. #edui_broken 8. #edui_broken 9. #edui_brokenTechnology can fail. 10. #edui_brokenFocus on tech fix? 11. #edui_brokenFocus on experience. 12. #edui_brokenErrors ripple out 13. So, How Do YouHandle BrokenExperiences? 14. THREE STEPS1. Find2. Craft3. Test 15. STEP ONE:Find the Errors onYour Website 16. #edui_brokenXI dont have errors! 17. Do I Have Errors?Which Errors Do I#edui_brokenHave?Ask yourselfX 18. #edui_brokenMeet Sally, IT Manager 19. #edui_brokenI have errors. 20. Common Errors 21. #edui_brokenSearch forms 22. #edui_brokenContact forms 23. #edui_brokenForgot password 24. #edui_broken404 Not Found Errors 25. #edui_brokenServer Errors 26. Your siteserrors areunique.#edui_broken 27. How do you find errorson your website? 28. #edui_broken1) Monitoring Tools 29. #edui_brokenForms 30. #edui_brokenError Events 31. #edui_brokenForm Errors 32. #edui_broken404 Not Found Errors 33. #edui_broken404 Not Found Errors 34. #edui_brokenServer Crash 35. #edui_brokenPingdom 36. #edui_broken2) User Testing 37. Test to find errors#edui_brokenUser Testing 38. and to understand#edui_brokenexperience.User Testing 39. #edui_broken3) Error Mapping 40. #edui_brokenBrainstorm & Investigate 41. What errors could happen?What errors are happening?#edui_brokenBrainstorm & Investigate 42. Practical Guide#edui_broken 43. How many users are affected?In what way are users affected?#edui_brokenPractical Guide 44. #edui_brokenError Roadmap 45. #edui_brokenError Roadmap 46. STEP TWO:Craft BrokenExperiences 47. Goal 1:Continuability 48. Users Have 3 Options#edui_broken 49. Users Have 3 Options#edui_brokenLeave 50. Users Have 3 Options#edui_brokenLeaveGo back 51. Users Have 3 Options#edui_brokenLeaveGo backGo forward 52. Users Have 3 Options#edui_brokenFrictionFrictionMomentum 53. #edui_brokenPoor 54. #edui_brokenOkay 55. #edui_brokenGood 56. Goal 2:Clarity 57. #edui_brokenWhere do I go now? 58. #edui_brokenPoor 59. #edui_brokenOkay 60. #edui_brokenGood 61. Goal 3:Relevance 62. #edui_brokenProvide useful directions 63. #edui_brokenPoorReturn home 64. #edui_brokenOkay 65. #edui_brokenGood 66. STEP THREE:Test & ImproveBroken Experiences 67. #edui_brokenUser test the brokenexperience. 68. #edui_brokenSplit test the brokenexperience. 69. #edui_brokenMonitoring Tools 70. #edui_brokenFor Example: SpringTrax 71. In Conclusion:Be Vigilant: AlwaysImprove BrokenExperiences 72. REMEMBER 73. #edui_brokenErrors will happen. 74. #edui_brokenFind the errors. 75. #edui_brokenPositive experiences. 76. #edui_brokenQuestions? 77. THANK YOU!Matthew Edgarwww.qwconsulting.comwww.linkedin.com/in/matthewedgar@qwconsultingm@qwconsulting.com720-221-7961