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EXPERIENCE IN YOUR ORGANIZATION Michele Ide-Smith Red Gate Software - PowerPoint PPT Presentation

WINNING HEARTS & MINDS: TIPS FOR EMBEDDING USER EXPERIENCE IN YOUR ORGANIZATION Michele Ide-Smith Red Gate Software As their usability approach matures, organisations typically progress through the same sequence of stages, from initial


  1. WINNING HEARTS & MINDS: TIPS FOR EMBEDDING USER EXPERIENCE IN YOUR ORGANIZATION Michele Ide-Smith Red Gate Software

  2. “As their usability approach matures, organisations typically progress through the same sequence of stages, from initial hostility to widespread reliance on user research .” Jakob Nielsen

  3. A bit of background Photo by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5359290323

  4. About me • UX Specialist at Red Gate Software • I work on tools for tSQL developers

  5. My UX journey… Head of Information Interactive Architecture Production MSc in Human Computer Web Web Interaction developer accessibility UX Specialist 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 Web Strategy Manager Project Manager & Information Observed Architect usability testing

  6. UX maturity takes time 2006 2011 Occasional usability Dedicated UX Architect survey UX techniques and skills embedded

  7. UX Maturity Model diagram from an article by @rfeijo http://johnnyholland.org/2010/04/16/planning-your-ux- strategy/ In 5 years, we got to here

  8. How do you get started? Photo by Sarah and Mike …probably http://www.flickr.com/photos/sarahandmikeprobably/4266668689/

  9. UX techniques are not hard to pick up

  10. But knowing when and why to use them takes experience

  11. Tip #1 Start small, show value

  12. Start with small but perfectly formed projects Research Improve Design Evaluate Prototype

  13. Tip #2 Provide evidence

  14. Some stakeholders have strong opinions

  15. Use data to tell a story about your users Usability tests and Surveys and site visits feedback forums Support centre Analytics

  16. Tip #3 Be considerate

  17. Highlighting poor design and content requires tact and diplomacy

  18. Always point out something positive as well as the negatives Use familiar language e.g. ‘customer focus’, ‘customer experience’ Photo by hatalmas http://www.flickr.com/photos/hatalmas/6094281702

  19. Tip #4 Evangelise

  20. It’s your job to sell the value of UX Photo by Alice Bartlett http://www.flickr.com/photos/alicebartlett/2364526812

  21. Doing UX work early reduces the cost of development and testing

  22. Bad UX costs the business through increased calls to customer support Photo by ntr23 http://www.flickr.com/photos/ntr23/4435476085

  23. UX can be a differentiator

  24. Tip #5 Find a UX champion

  25. A UX champion can help gain organisational support and resources UX rocks!! Photo by Dunechaser http://www.flickr.com/photos/dunechaser/3538429942/

  26. Tip #6 Develop in-house skills

  27. If you have budget available and decide to use external expertise

  28. Find a supplier who’ll work Work collaboratively collaboratively And help transfer skills to in- house teams Photo by Lollyman: http://www.flickr.com/photos/lollyman/4424552903

  29. The whole team can learn UX skills

  30. Everyone in the team can learn to do expert reviews, run usability sessions or analyse data Photo by Oblong http://www.flickr.com/photos/oblongpictures/5250948891

  31. Consider some training delivered on site for the whole team

  32. Tip #7 Encourage ownership of UX

  33. Anyone can have design ideas

  34. The person who created these sketches had no prior UX experience

  35. Run sketching sessions with the team to generate design ideas

  36. Increasing ownership of UX in the team means that everyone thinks pro-actively about your product

  37. Tip #8 Observe your users

  38. Usability testing is an invaluable way to get early feedback on designs Photo by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5181464194

  39. Recruiting users can be time consuming and expensive

  40. Maximise opportunities to recruit users Opt in on surveys Advertise on your or feedback forms website

  41. Use virtual meeting software to do usability testing with remote users

  42. Observe people using your product in real contexts – you might be surprised! Photo by coleydude http://www.flickr.com/photos/27433628@N05/2596493033/

  43. Tip #9 Co-locate

  44. Embed UX specialists within product teams

  45. Developer elopers Tester ers (Insert picture of team with UX person) Project ject Mana nage ger Produ duct ct Manag ager er User r Exper erien ience ce

  46. UX should attend the daily stand- ups and other team meetings

  47. Get immediate design feedback on stories you are implementing e.g. the ‘Daily Demo’

  48. UX can pair design with a developer to make iterative UI improvements quickly and cheaply

  49. Tip #10 Make UX work visible

  50. Use whiteboards and walls!

  51. Include UX stories and tasks in the backlog and on the Kanban / Scrum board These se are the UX UX t tasks ks

  52. Tip #11 Collaborate

  53. Collaboration increases team buy- in to UX and can save time

  54. Invite the team to observe user testing, then analyse findings together

  55. Ca Categor egorise ise the find ndings ings Design ign solutio tions ns / id / ideas as become me stories ies on n the backlog klog Observer rvers write te issues es on n pink nk stickies kies, , observatio rvations ns on n ye yellow w stickies ckies

  56. Play collaboration games to generate and explore ideas

  57. Check out the Gamestorming book, or Collaboration games http://www.gogamestorm.com

  58. Tip #12 Communicate

  59. Set up a blog or wiki to communicate what you are doing and learning

  60. Do you know who your users are? Photo by Joe Shablotnik http://www.flickr.com/photos/joeshlabotnik/305410323/

  61. Collect observations from site visits, interviews and usability tests

  62. Create personas with the team to bring your research data to life Photo by Canned Tuna http://www.flickr.com/photos/cannedtuna/4852756417/

  63. Tip #13 Measure improvements

  64. Benchmark, set targets and evaluate using consistent metrics to show improvements Photo by Alice Bartlett http://www.flickr.com/photos/alicebartlett/2363694581/

  65. Example metrics • Qualitative – System Usability Scale (SUS) questionnaire – Usability problems – Satisfaction • Quantitative – Task completion – Time on task – Errors (number of errors and task failure) – Conversion rate / funnels

  66. Tip #14 Align UX & Product Management

  67. UX and Product Managers should work with, not against, each other Photo by Stéfan http://www.flickr.com/photos/st3f4n/6180464865/

  68. Technology Acceptance Model (Davis, 1989)

  69. A successful product is both useful and easy to use* * And hopefully desirable too!

  70. Tip #15 Reach out to your organization

  71. Procurement decisions are often only based on cost and business requirements

  72. Do usability and accessibility evaluations before purchasing off- the-shelf systems

  73. Tip #16 Standardise processes

  74. Standardising processes, tools and templates saves time and helps with a UX roll out

  75. Method cards helps educate the team Method cards courtesy of http://nform.com/tradingcards/

  76. Leave room to experiment with new techniques – don’t be too prescriptive

  77. Tip #17 Get some friends

  78. UX can become a full time job, but it’s often only a small percentage of your job role

  79. You may need to make a case for dedicated UX roles

  80. In conclusion

  81. A model for embedding UX Collaborating Developing UX Evangelising & skills Communicating Defining Embedding Listening to processes & customers UX tools

  82. “No matter how impassioned your approach, it’s impossible to take a company straight from UX indifference to UX maturity. The demands are too disruptive. Focus, as the undercover manifesto suggests, on big change through small victories, slowly winning the hearts and minds and convincing your team of the need for UX approaches .” Cennydd Bowles, James Box

  83. It can feel like climbing a mountain, but working as a team you’ll get there  Photo by Rob Young http://www.flickr.com/photos/rob-young/2835825416

  84. Thanks for listening! Photo by brieuc_s http://www.flickr.com/photos/brieuc/4225881624/

  85. Get in touch Michele Ide-Smith User Experience Specialist Red Gate Software e: michele.ide-smith@red-gate.com @micheleidesmith b: www.ide-smith.co.uk

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