Fitting UX into projects

@davidmead

For me UX...

...isn’t just:

● Wireframes● Coding● PDFs● Spreadsheets● Analytics● Ethnographic Studies● User Testing● Blank Stares● Sketching● Post It Notes● Observation

● Mental Models● Journey Maps● Being Wrong● Devices● Context● a11y● Content● Design Systems● Being Right● Card Sorts● Interviews

It’s championing FOR the person's experience

/wädərˌfôl/a cascade of water falling from a height, formed when a river or

stream flows over a precipice or steep incline

Requirements

Design

Implement

QA / Test

Maintenance

UX

Business Case

With a national product launch, based on the States already active, can we “deflect” a percentage of phones calls our site generates.

This would reduce the amount of customer service representatives we have to employ & train for the launch by 9%.

Business Case

● Analyzed all call reasons, not just online-related, regarding the productAnalytics + Context

● Mapped out complete product experience, from sign-up to final discount and device returnJourney Maps

● Created list of online measures to “deflect” callsSketching + Wireframes

$4.7MProjected savings = 9%

Actual generated savings = 14%

Requirements

Design

Implement

QA / Test

Maintenance

UX Business Case

UX

/ˈajəl/able to move quickly and easily

UX

Design

Build

Test

Sprint Planning

Sprint Planning

With an existing product we had 6 sprints to improve the functionality and implement a new design.

Planning & Sprints

● Reach out to existing users, as well as CSRs. Capture friction points.Context + Interviews

● How are people using it now?Analytics + Observation

● Collaborate with developers.Sketching + Wireframes

● Work from a single source.Sketch + InVision + Slack

UX

Design

Build

Test

UX

UXSprint Planning

UX

us·er ex·pe·ri·encethe overall experience of a

person using a product such as a website or computer application, especially in terms of how easy

or pleasing it is to use.

http://semanticstudios.com/user_experience_design/

As we’re messy, so is “User Experience”.

Thank you

● https://upload.wikimedia.org/wikipedia/commons/f/f5/Elakala_waterfall_1_-_West_Virginia_-_ForestWander.jpg● https://commons.wikimedia.org/wiki/File:Mansoor_Ahmed_photos_of_Team_USA_basketball_at_London_2012_Olympics.jpg●