Download - Crafting Delightful Broken Experiences
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!
