Practicing what we preachusage-centered approaches to designing effective deliverablesAviva Rosenstein, PhDSalesforce.comarosenstein@salesforce.com

Twitter: @uxresearch

Design Deliverables• documentation or artifacts from

the UX design process

• NOT the final product of the design process

• created in order to help make something happen

Designing interim deliverables for usability & utility

Builds Credibility

Earns Trust

1. Methodology2. Offering & Methods3. Business Problem4. Markets vs. Products5. Business Requirements / Context / Comparative Analysis6. Understand User7. Understand User Process + Contextual Inquiry8. Understand User Context9. Understanding Phase + Prototype for Concept Definition10. Benchmark11. Service Concept12. Document Existing Work13. Customer Requirements vs. Feature Sets14. High Level Concept15. Define Concept + Evaluate Mode16. Feature List, Functional/Non-functional Requirements17. Deconstruct Story into Elements18. Release Plan19. Design Underlying Structure20 High Level & Detail Interaction & Navigation & Flow

There are lots of different deliverables in UX(Here’s some from a list of 42 UX deliverables, from a workshop at CHI 2002)

No cookie cutter

solutions, today.

Agenda:1) Define framework

for identifying deliverable design criteria

2) Try it out3) Share findings

Usage CenteredNarrative/Rhetorical

Content Criteria:

Information Design

Job Roles(actors)

Tasks(purpose)

Content(message)

Context of Use

Roles

Purpose

Content Criteria

Context

ROLES

Role Models,Role Maps

• What job functions or roles are related to this task?

• What are the characteristics of people in those roles?

• What are the relationships between the roles?

• How do they interact?Roles

Examples of specific roles:

DesignerDeveloperContent SpecialistResearcherProduct OwnerBusiness OwnerOther stakeholders…

Role relationships: ContributorImplementerRecommenderApproverDecision Maker

PURPOSE • What are you trying to do or to say?

• What do the other actors want or need?

• What do you need to make happen?

• What type of response is desired?

IntentionsGoalsNeeds Tasks

Purpose

Tasks: Examples

• Obtain information• Explore alternatives• Synthesize insights• Articulate a concept• Gather feedback• Spark discussion• Socialize an idea• Make recommendations• Achieve consensus

• Encourage investment• Provide information• Define a process• Specify requirements• Communicate standards• Close a deal• Report status• Track activities• Demonstrate progress

INTENTIONSExploreInformAlertExplainIllustrateSpecifyRecommendPersuade

A few examples:

Purpose

NEEDSAgreementAcceptanceApprovalActionConfirmationDecision

A few examples:

Purpose

CONTEXT OF USE

• Organizational relationships

• Type of culture• Physical environment• Time dependencies• Complexity• Operational

constraints

Context

Context: stage in project lifecycle

Ideate Analyze Design Implement Deploy Maintain

BetaAlphaStage of product lifecycle

GAPrototype

Tasks are often (not always) related to a specific stage of the development process

CONTENT CRITERIA

Appropriate level of •Detail •Emotional appeal•Polish

Timeframe: Is this content used once, or over a longer period?

PolishedRough

DetailedConcise

AnalyticalEmotional

Ephemeral Lasting

Content

Salesforce usability examples

Persona examples

Get them in the hands of developers, product owners, other stakeholders…

Your turn: Role Modeling1. Pick a partner or two2. Pick a role and a context3. Identify a task relevant

to that role (and to you)4. Write one role to an

11x17 sheet:– Name of role– Task– Context of use– Role Characteristics– Content Criteria

5. (If there’s time) map role relationships relevant to that task on another 11x17 sheet

6. Share with your table mates

ID

Dev MgrVzD

PO

BO

ROLE: Business OwnerTASK: Approve visual design directionCONTEXT: Internal waterfall development process;. Supervises multiple product managers, makes final go/no go decision. Not knowledgeable about UX. Frequently consumes materials on mobile devices; no familiarity with common design tools. May share mocks and with colleagues or C-level execs.

ROLE CHARACTERISTICS: short attention span/under significant time pressure, metric and visually-focused.

CONTENT CRITERIA: brief, clear presentation in common formats consumable on mobile devices

TASK:Approve visual design direction

Pick a Role and a Context

• Interaction designer

• User Researcher

• UX Manager

• Developer

• Product Manager

• Business Owner

• Executive Stakeholder

• Potential client

• Other….

• Internal team

• Agency partnership

• Project-based vendor

• Other…

• Remote team

• Co-located team

• Small design agency

• Large agency

• Other…

• UX team of 1

• Large UX team

• Other…

• Agile

• Waterfall

• Startup

• Small business

• Medium size firm

• Very Large Organization

ROLE CONTEXTS

Pick a Task:___________________

• What are you trying to do or to say?

• What do you need to make happen?

• What type of response is desired?

• From which actors?

Role characteristics:___________

Goals

Needs

Frustrations

Motivations

Attitudes

toward task/job

toward technology used

Trigger(s)

for action

for inaction/roadblocks

Subject matter knowledge

Computer skills

Language proficiency

Skill with particularproduct or system

For each skill, are they:

Novices

Advanced beginners

Intermediates

Experts

Context of: ________________Where and when do users do the task?

In what environment?

What corporate culture?

Where in development process?

Direction of information flow?

Device constraints/ media channels?

Needs for

Auditability Accuracy & Credibility Confidentiality

Operational/safety risks

Legal/regulatory restrictions

Task Characteristics:

Frequency

Regularity

Continuity

Intensity of use

Timeframe to act

Complexity

Predictability

Who controls the process?

Other roles involved:

Wrapping up:

• Did you have enough information to define context, role characteristics and content criteria for the role you picked?

• How well can you define context, characteristics and content criteria for all roles you interact with?

Learn more:

• Brown, Dan (2011) Communicating Design: Developing Web Site Documentation for Design and Planning (2nd Edition)

• Constantine & Lockwood (1999): Software for use: a practical guide to the models and methods of usage-centered design

• Fulcher, Glass & Leacock, (2002): Deliverables that Clarify, Focus, and Improve Design, UPA 2002 http://leacock.com/deliverables/index.html

• Instone, Keith (2002): HCI & IA: Information, Interaction, Interface and Usability Architects Share Deliverables, CHI 2002 http://instone.org/hci-ia-chi2002

• Laurel, Brenda (1993) Computers as Theater.• Moreville, Peter, (1.27.09) Semantic Studios: User Experience

Deliverables: http://semanticstudios.com/publications/semantics/000228.php

UX

Talk the talk Walk the walk

Aviva Rosenstein, PhDSalesforce.comarosenstein@salesforce.com

Twitter: @uxresearch