creating great user experiences: tips and techniques

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BT2 Concurrent Session 11/8/2012 10:15 AM "Creating Great User Experiences: Tips and Techniques" Presented by: Jennifer Fraser Macadamian Brought to you by: 340 Corporate Way, Suite 300, Orange Park, FL 32073 8882688770 9042780524 [email protected] www.sqe.com

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Many software people look at creating great user experiences as a black art, something to guess at and hope for the best. It doesn't have to be that way! Jennifer Fraser explores the key ingredients for great user experience (UX) designs and shares the techniques she employs early-and often-during development. Find out how Jennifer fosters communications with users and devs, and works pro-actively to ensure true collaboration among UX designers and the rest of the team. Whether your team employs a formal agile methodology or not, Jennifer asserts that you need an iterative and incremental approach for creating great UX experiences. She shares her toolkit of communication techniques-blue-sky brainstorming sessions, structured conversation, and more-to use with different personality types and describes which types may approach decisions objectively versus empathetically. Leave with examples of UX design methods-personas, use scenarios, and user stories-to get you started on your current and upcoming projects.

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Page 1: Creating Great User Experiences: Tips and Techniques

 

    

BT2 Concurrent Session 11/8/2012 10:15 AM 

       

"Creating Great User Experiences: Tips and Techniques"

   

Presented by:

Jennifer Fraser Macadamian

       

Brought to you by:  

  

340 Corporate Way, Suite 300, Orange Park, FL 32073 888‐268‐8770 ∙ 904‐278‐0524 ∙ [email protected] ∙ www.sqe.com

Page 2: Creating Great User Experiences: Tips and Techniques

Jennifer Fraser Macadamian

Jennifer Fraser is the director of design at Macadamian, a design and development consultancy based in Gatineau, Quebec, Canada. In her more than fourteen years as a user experience designer, Jennifer has designed products for many different markets—creative professionals, large government agencies, and owners of small offices and home offices. She has worked closely with various technology partners, such as Microsoft, HP and Samsung, to understand their requirements and to create designs that meet their—and their customers’—needs. In a former life, Jennifer worked as an architect, which may, or may not, relate to her passion for designing and building cocktails.  

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CREATING GREAT USER EXPERIENCES: TIPS AND TECHNIQUES

- JENNIFER FRASER

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!  Overview and Introduction

!  Personality Types and Communication Styles !  Tips and Techniques !  Questions and Feedback

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AGENDA

ABOUT THE SPEAKER: Jennifer Fraser

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Director of Design Macadamian Jennifer Fraser is the Director of Design at Macadamian, a design and development consultancy based in Gatineau, Quebec, Canada. In her more than fourteen years as a User Experience Designer, Jennifer has designed products for many different markets—creative professionals, large government agencies, and owners of small offices and home offices. She has worked closely with various technology partners, such as Microsoft, HP and Samsung, to understand their requirements and to create designs that meet their—and their customers’—needs. In a former life, Jennifer worked as an architect, which may, or may not, relate to her passion for designing and building cocktails.

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Design + Development

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Ottawa 6 designers 48 developers

San Mateo 4 designers 2 developers

Yerevan 1 designer 42 developers Cluj

0 designers 12 developers

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Ottawa 6 designers 48 developers

San Mateo 4 designers 2 developers

Yerevan 1 designer 42 developers Cluj

0 designers 12 developers

12 hour time difference

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= a challenge (for both communication and collaboration)

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Greatest challenge? •  communication •  collaboration •  lack of a common language

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“Translation from art speak to technology and back again, very different personalities.”

(source: Macadamian Employee Survey)

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PERSONALITY TYPES

MYERS BRIGGS

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FOCUS & ENERGY

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(source: http://mashable.com/2012/08/13/what-type-of-social-media-personality-are-you-infographic/ )

TAKE IN INFORMATION

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(source: http://mashable.com/2012/08/13/what-type-of-social-media-personality-are-you-infographic/ )

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MAKE DECISIONS

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(source: http://mashable.com/2012/08/13/what-type-of-social-media-personality-are-you-infographic/ )

DEADLINES

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(source: http://mashable.com/2012/08/13/what-type-of-social-media-personality-are-you-infographic/ )

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MYERS BRIGGS

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ALICE & SPOCK

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MYERS BRIGGS – ALICE (ENFP)

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“They are at their best in fluid situations that allow them to express their creativity and use their charisma.”

(source: http://en.wikipedia.org/wki/ENFP)

MYERS BRIGGS – SPOCK (ISTJ)

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“…they resist putting energy into things that don't make sense to them, or for which they can't see a practical application.”

(source: http://en.wikipedia.org/wiki/ISTJ )

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ALICE & SPOCK

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PERSONALITY TYPES AND WORK STYLES

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•  Take in and present information in a big picture way

•  Make decisions by stepping into the situation and taking an empathetic view

•  Get energy from seeing potential in things, but their interest wanes when the “routine” takes over, or if a new, more interesting project comes along

•  Determines the values for each solution in terms of how it contributes to the overall whole

•  Easily handles and excels in ambiguous situations

•  Take in and present information in a step-by-step way

•  Make decisions by stepping back from the situation and taking an objective view

•  Devote their energy to tasks that they see as important to fulfilling a goal, but resist putting energy into those for which they can't see a practical application

•  Meticulous in attention to details and examine things closely to ensure that they are correct

•  Excels at handling logical problems in an orderly way

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COMMUNICATION TIPS ALICE TO SPOCK (ENFP TO ISTJ)

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•  Design the conversation you want to have so that it happens in a structured way.

•  Frame the conversation within the context of the project requirements.

•  Provide backing research or data. •  Show how the larger pieces break down into the details. •  Show examples of the design pattern on the target platform. •  If pictures aren’t working, try words or a prototype.

COMMUNICATION TIPS SPOCK TO ALICE (ISTJ TO ENFP)

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•  Invite them to a brainstorming session to explore other design options.

•  Frame the conversation within the context of user’s goals. •  Include qualitative and emotive details in the conversation. •  Show how the specific pieces relate to the overall whole. •  Show differing examples of the design pattern on the target

platform. •  If words aren’t working, try showing them a prototype or invite

them to your desk to talk about it in-person.

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COMMUNICATION TIPS

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GENERAL COMMUNICATION TIPS

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1.  Explain Yourself: Explain why you did it the way you did it; de-mystify the process

2.  Ask questions: What is the issue? Are there other options? What are the trade-offs?

3.  Listen: After you ask your question, be quiet and listen; too often we are too busy trying to make sure that we are heard that we forget to listen.

4.  Look at it from their perspective: What pressures do they have? What options do they have?

5.  Don’t take it personally: Criticism about the project or an idea is not a criticism of you.

6.  Assume best intentions: We are all working to deliver the best product for the client.

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TIPS AND TECHNIQUES

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7suggestions

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1respect

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respect trust

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Step away from your own pre-conceived notions.

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1 respect

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2dance to the same beat

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Project goals and requirements.

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Project goals and requirements. Design goals for the project.

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Project goals and requirements. Design goals for the project. Who we are building the product for, and why.

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53

45#years#old#Licensed#CAT3B#[Note:#CAT3A#refers#to#Avionics#Technician]#10#years#of#experience#in#aircraA#maintenance#

Goals#

Who#is#MarFn?#

•  Mar$n&has&a&legal&responsibility&to&ensure&the&aircra4&

is&safe&to&fly;&this&is&his&primary&mo$va$on&

•  Also&feels&the&pressure&to&prevent&delays&so&the&aircra4&

can&get&back&in&the&air&(on&$me)&

MoFvaFons#

CharacterisFcs#!  ‘Gun&slinger’&of&technicians;&either&firefigh$ng&

problems&or&performing&checks&so&aircra4&can&get&

back&in&the&air&as&quickly&as&possible&

!  ProcessEoriented;&will&always&follow&procedure&and&if&

he&doesn’t&know&the&procedure,&he&will&look&it&up&

!  Mar$n&uses&paper&checklist&and&make&notes&on&paper&

while&performing&maintenance&on&the&aircra4.&&

!  Must&be&ready&to&perform&service&checks,&turn&checks&

and&adEhoc&checks&at&any&point&during&his&shi4&

!  Very&experienced;&has&been&through&trade&program,&

and&has&a&number&of&years&of&experience&

!  Not&overly&comfortable&with&technology;&his&main&

tools&are&a&pen,&radio&and/or&cell&phone&

!  Focused&but&curious&&

!  ProblemEsolver&

�My#job#is#to#perform#all#the#necessary#checks,#and#fix#any#problems,#before#I#sign#off#that#the#aircra<#is#safe#to#fly.”#

Mar$n:&Aircra4&Maintenance&Technician&(AMT)&

PERSONNA

•  Safety&of&the&aircra4&and&its&passengers&are&of&MOST&

importance&

•  Try&to&minimize&the&$me&the&aircra4&is&on&the&ground;&

this&means&working&with&&his&colleagues,&supervisor,&&

Maintenance&Control&and&others&to&get&the&job&done&

Skills#and#Knowledge#

!  Mar$n&goes&from&gate&to&gate,&troubleshoo$ng&

problems&or&performing&the&necessary&checks.&When&

it&is&busy,&he&has&limited&or&no&access&to&a&computer&

un$l&the&end&of&his&shi4.&&

!  On&a&good&day,&Mar$n&can&be&found&in&the&lounge&

with&other&technicians&playing&euchre&or&reading&the&

paper.&&

What#is#his#context?#

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!  He&heads&directly&to&the&cockpit&and&checks&the&log&

book&for&any&new&faults&documented&by&the&pilot&

during&flight&

!  Using&his&tablet,&Mar$n&pulls&up&the&service&check&

job&card&for&this&aircra4&&and&begins&following&the&

electronic&checklist&and&performs&the&required&

checks/tasks&

!  Checks&off&items&as&he&completes&them&

!  Enters&notes&into&the&system&as&necessary&

!  Because&a&service&check&is&fairly&extensive,&Mar$n&

con$nues&performing&the&check&for&approx.&2E3&

hours.&&

Note:#this&scenario&splits&into&two&decision&points:&a)&rou$ne&(see&below),&and&b)&nonErou$ne&(see&next&slide)&

MarFn�s# supervisor# has# assigned# him# Gates# 135.# He#noFces# that# tail# #215# that# just# came# in#at#Gate#2# is#due#for#a#service#check.#Since#the#next#flight#for#this#aircraA#is#not# for# another# 6# hours,# # he# collects# his# tools# and# gets#ready#to#perform#a#233#hour#service#check.##

Context#of#Use#Mar$n& is& just& star$ng& his& shi4& and& checking& the& tail&

numbers&that&have&just&arrived&or&are&about&to&arrive&at&his&

assigned& gates.& He& discovers& that& tail& #215& is& due& for& a&

service& check.& Mar$n& collects& his& tools& and& necessary&

papers&and&leaves&the&Line&Maintenance&Office&to&head&to&

the&gate.&

Use#Scenario#1a#

!  Using&his&tablet,&Mar$n&iden$fies&tail&#s&coming&in&on&

the&gates&assigned&to&him&and&reviews&the&ETAs&for&

each&

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they&have&service&checks&due&

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tablet&and/or&cell&phone&

Tasks#Review#assignments#

Tasks#(conFnued)#

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!  Collects&parts&&&tools,&gets&in&his&truck&and&heads&to&

the&aircra4.&

Collect#necessary#tools/papers#

Perform#Check##

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any&issues&or&faults.&

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everything&has&been&completed&and&marks&it&as&

complete.&

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Mar$n:&Service#Check#(RouAne)&

USAGE SCENARIOS

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1 respect 2 dance to the same beat

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3communicate

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3communicate often and early

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3communicate often and early

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Less is not more… in this case

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Daily scrum calls.

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Less than 15 minutes in length. 3 questions: What did you do yesterday? What are you doing today? Is there anything blocking you?

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Less than 15 minutes in length. 3 questions: What did you do yesterday? What are you doing today? Is there anything blocking you?

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3communicate often and early

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3communicate often and early

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Idea.

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You are going to need to change 80% of your first idea.

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1 respect 2 dance to the same beat 3 communicate

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4think global

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think global …even at the expense of local

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Ottawa 6 designers 48 developers

San Mateo 4 designers 2 developers

Yerevan 1 designer 42 developers Cluj

0 designers 12 developers

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Ottawa 6 designers 48 developers

San Mateo 4 designers 2 developers

Yerevan 1 designer 42 developers Cluj

0 designers 12 developers

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Ottawa 5:00pm Yerevan 2:00am =

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Ottawa 1:00am Yerevan 10:00am =

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1 respect 2 dance to the same beat 3 communicate 4 think global

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5show me yours…

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Demo Demo Demo

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1 respect 2 dance to the same beat 3 communicate 4 think global 5 show me yours

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6sh*t happens

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Change = Bad

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Model and sketch by: Christian Kliegel

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You are going to need to change 80% of your first idea.

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Things are going to change.

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1 respect 2 dance to the same beat 3 communicate 4 think global 5 show me yours 6 sh*t happens

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7lather, rinse, repeat.

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1 respect 2 dance to the same beat 3 communicate 4 think global 5 show me yours… 6 sh*t happens 7 lather, rinse, repeat

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Lather, rinse, and repeat.

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1 respect 2 dance to the same beat 3 communicate 4 think global 5 show me yours… 6 sh*t happens 7 lather, rinse, repeat

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Ottawa 6 designers 48 developers

San Mateo 4 designers 2 developers

Yerevan 1 designer 42 developers Cluj

0 designers 12 developers

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ALICE & SPOCK

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“…collaboration makes the whole better than the sum of the parts.”

(source: Macadamian Employee Survey)

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CONTACT ME

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Jennifer Fraser Director of Design [email protected]@jlfraser

Questions? Thoughts? Feedback?