User

Experience
Al Selvin
NJIT March 28, 2015

Agenda

User Experience in the Enterprise

What Is UX and Why Does It MaEer?
Understanding Users
UX Roles and Disciplines
The UX Design Process
Case Studies
UX Toolkits & Frameworks
Exercise & Discussion

About Me

www.linkedin.com/in/alselvin

What Should an App/System/Product Do?

What would explain
examples like these?
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!
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What Should an App/System/Product Do?

A good rst quesWon to ask is, who is it for?

For an enterprise applicaWon, there is rarely a single answer

Audiences can include a projects sponsors, business clients,
customers, requirements analysts, architects, execuWves,
internal users, developers, and other stakeholders. Each have
their own perspecWves

Who denes what the user experience should be? What
criteria do they use? Where is their voice heard?

What counts as success?
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Enterprise Architecture Wheres the

User?

ibm.com

isaca.org

datamaintenancemodule.com

User Experience (UX) In The Enterprise

Start from the customer and end user
- Discover what we dont know

Empathy, sensiWzaWon
- What does it feel like to be the user?
Design from the outside in
CulWvate rela7onships
Improvements can come at any level (small, medium, large)
There will always be constraints
- Understand them to overcome them
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Dimensions of User Experience Work

Develop

Learn

Driving the SDLC

Enabling users
to understand
their systems,
rst Wme &
ongoing

Small

Medium

Improvements
at the eld,
message, icon,
or secWon level

Project-level
design/re-design
New screens,
funcWons, and
capabiliWes

Use

Improving the
user experience

Large

Strategic
programs

New placorms
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Enterprise UX Maturity

From Bruce Temkins Experience-based dieren8a8on maturity

Agenda

User Experience in the Enterprise

What Is UX and Why Does It MaEer?
Understanding Users
UX Roles and Disciplines
The UX Design Process
Case Studies
UX Toolkits & Frameworks
Exercise & Discussion

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Why Does Good UX Design MaEer?

hEp://www.baddesigns.com

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Why Does Good UX Design MaEer?

hEp://www.baddesigns.com

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Why Does Good UX Design MaEer?

hEp://www.baddesigns.com

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Why Does Good UX Design MaEer?

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Good UX design is when you know exactly where

you are and exactly where you're going

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Design is not just what it

looks like, what it feels like.
Design is how it works.

Steve Jobs

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Aordance

Mapping

cues show how

things work

Constraints

show relaWonships
between things

Visibility

dont make them hunt

clearly dene
interacWon limitaWons

Provide Feedback

looky there, i pressed k

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The strength of the graphical

user interface has liEle to do
with its use of graphics: It has
to do with the ease of
remembering acWons, both in
what acWons are possible and
how to invoke them.
Don Norman
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Agenda

User Experience in the Enterprise

What Is UX and Why Does It MaEer?
Understanding Users
UX Roles and Disciplines
The UX Design Process
Case Studies
UX Toolkits & Frameworks
Exercise & Discussion

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Design Is Not Enough On Its Own

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 You Need To Understand The Users

Listening
Watching
Talking to

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Its All About Empathy

Teacher spends two days as a student and is shocked at what she learns
Washington Post, Oct 2014

I waited 14 years to do something that I should have done my rst year of teaching: shadow
a student for a day. It was so eye-opening that I wish I could go back to every class of
students I ever had right now and change a minimum of ten things the layout, the lesson
plan, the checks for understanding. Most of it!


Key Takeaway #1
Students sit all day, and si.ng is exhaus2ng.

Key Takeaway #2
High school students are si.ng passively and
listening during approximately 90 percent of their
classes.

Key Takeaway #3
You feel a li?le bit like a nuisance all day long.
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User Research Methods

hEp://www.nngroup.com/arWcles/which-ux-research-methods/

hEp://www.nngroup.com/arWcles/which-ux-research-methods/

hEp://www.smashingmagazine.com/2013/09/23/5-step-
process-conducWng-user-research/

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But The Best Methods

dont guarantee that user research will actually be useful or used

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Making User Research Eec2ve Means

CreaWng Ac2onable Findings
Come up with enWrely new designs
(transforma7on)




Make exisWng designs beEer
(evolu7on)



Determine when you should
do one or the other then get those designs implemented
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User Research in the SDLC

Ideally, user research and strategic ideaWon should be about

15-20% of the project lifecycle

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Agenda

User Experience in the Enterprise

What Is UX and Why Does It MaEer?
Understanding Users
UX Roles and Disciplines
The UX Design Process
Case Studies
UX Toolkits & Frameworks
Exercise & Discussion

27

User Experience Roles

User Researcher: focuses on tasks such as conducWng user interviews, interviews, behavior
analysis

Informa7on Architect: focuses on tasks such as how to organize site content, how search
should work, what labels to use on menus

Content Specialist: focuses on tasks such as copywriWng, how to structure content to be
deployed on dierent devices, microcopy on headings & buEons

Interac7on Designer: focuses on tasks such as what screens should go where in an app, and
how a user ows through them. Also transiWons between screens

Visual Designer: focuses on typography, layout, color, graphics, visual eects, imagery,
texture, mood

Project Manager: focuses on planning, organizing and controlling a project and its team
including UX-related acWviWes

Front-end Coder: focuses on wriWng HTML, CSS, JavaScript code to implement a visual design
hEp://uxmastery.com/ux-roles-within-ux/

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User Experience Disciplines

All contribute to the

users experience

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Who Does User Experience Work?

Human-
Computer
InteracWon

Computer
Science /
Engineering

Technical
CommunicaWon

Graphic
Design

Psychology /
Human
Factors

Media
ProducWon
Industrial /
Product
Design

Library
Science

Business
Anthropology
Sociology

Many and
Various
Others!
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Agenda

User Experience in the Enterprise

What Is UX and Why Does It MaEer?
Understanding Users
UX Roles and Disciplines
The UX Design Process
Case Studies
UX Toolkits & Frameworks
Exercise & Discussion

31

UX Design ObjecWves
Standardize behaviors and controls, and align menu
hierarchies, nomenclature and content formaung as
much as possible across plaQorms
Create a consistent, branded look & feel across all
consumer product interfaces
Decrease support calls by building products that dont
require calling for support (design, audit, validate, repair)
Carefully balance Wme-to-market challenges and other
obstacles to providing the best experience for our
customers
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UX Design Process

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UX Design Process
9

Measure Success

ReporWng
KPI Goals
Ongoing Trending

Project
Planning
Measure
Success

Project Planning

Idea IncepWon
Customer Feedback
CompeWWve Research

Industry Trends
Dene KPI

Requirements

Produc7on

ProducWon Release
Post ImplementaWon ValidaWon
Go To Market

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8

Production

Requirements

Business Goal DeniWon
MV Portal Impact Analysis
Propose SoluWons

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Wireframe Development

Engage CreaWve Team

FuncWonal Flow Development
Screen Design
NavigaWon Design
Stakeholder Approval

Wireframe
Development

QA & UAT

Test Script CreaWon
System TesWng
UI TesWng
Bug Fixes

Adapt UI to
Usability TesWng
Results

QA & UAT

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6

Construc7on

IT Development and Coding

Construction

User Testing
and Analysis

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Visuals and
Prototypes

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Visual and Prototype

Comp Development
Finalized Look & Feel
Asset ProducWon
Prototype CreaWon

User Tes7ng & Analysis

User TesWng Planning
ParWcipant SelecWon
Analyze Feedback
Update UI

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Up Front
Gather business
requirements

Get to know the

placorm being
targeted

Review compeWng
products what works,
what doesnt?

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Up Front
Think Through Use
Cases & Find Areas
to Improve

Create
Element AcWon
(EA) Maps

Verify Use Cases are

Covered by the EA
Maps

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Placorm ConsideraWons

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InformaWon Architecture

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Experience Design (Wireframes)

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Simple Aordance Helps Address a

Primary Use Case

User taps or drags down to

reveal filtering, searching, and
other options

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Experience Design (Wireframes)

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Experience Design (Wireframes)

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Visual Design (UI)

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Visual Design (UI)

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Visual Design (UI)

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Visual Design (UI)

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Visual Design (UI)

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Front-End Coding & QA

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Front-End Coding & QA

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Audit & QA

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Usability TesWng
Moderated usability study sessions
Each parWcipant tested individually in 30
minute sessions
Paper prototypes used during tesWng

PROCEDURE

Introduc7on
Moderator provided an
overview of the research
goals and tesWng
protocols.

Scenario
ParWcipant shown
screens for both weak
and strong signals.

Prototype
ParWcipant shown paper
Interview
prototype beginning
Moderator observed
with menu screen.

behaviors and probed
Then were shown
parWcipants on their
screens based on
expectaWons and
responses:
autudes as they
1. Channel
interacted with the
Interference
prototype.
2. InformaWonal Tips

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Usability TesWng

The primary goal of a usability study is to idenWfy areas for improvement to help opWmize a design. Therefore,
the report focuses primarily on pain points with the experience evaluated

Study ndings are conveyed as usability issues, rated by relaWve importance or severity, based on industry-
standard guidelines

How are Usability Issues IdenWed?

User / Task Performance
& Behavioral Metrics

Behavioral ObservaWon

Verbal Comments &
Facilitated Discussion

How are Usability Issues Rated?

Ra7ng Deni7on
GOOD

Area that performs well

HIGH

Major problem that prevents users from

task compleWon

MEDIUM

Common problem that has a negaWve

impact on users overall eciency

LOW

Problem that causes some irritaWon but

does not interfere with task compleWon

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Product Launch & Follow-Up

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Agenda

User Experience in the Enterprise

What Is UX and Why Does It MaEer?
Understanding Users
UX Roles and Disciplines
The UX Design Process
Case Studies
UX Toolkits & Frameworks
Exercise & Discussion

54

Door-to-Door Sales Reps

Before

StarWng the Day in Prospect Heights

Steven and Wilton take the subway from their home oce in ManhaEan
to Brooklyn. They start walking down Washington Avenue. They enter
the address from the rst small business they see in their system on the
netbook to see if it is a current customer. It isnt, but the boss isnt in. It
takes almost 5 minutes to start the netbook and get into their legacy
system to do this.

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Walking the Avenue

They work their way down the street walking into every small business thats open. In some
they check the legacy system for status or service qualicaWon. They leave contact info on a
brochure everywhere even if the managers or owners are not in (which is in most places). In
one grocery they try to help reset the wi on the router. In a doctors oce, they have the
oce manager check their internet speed.

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Making Sales
In one of the many neighborhood barbershops and hair salons, Wilton (in Spanish) has a
successful sale. The customer agrees in the rst yeen minutes, followed by nearly two
hours of entering info into the legacy system, calling their back oce, calling the order
fulllment center, waiWng, experiencing errors, starWng over, and nally geung the request
submiEed. The actual order itself sWll needs to be retyped by the fulllment center which
did not happen by the end of the day.

Selling to the barbers

Geung the manager on the phone with

the TPV vendor
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Making Sales
An hour or so into the sale (and
long ayer the customer had
agreed), Steven has his
Blackberry open on his knee
with a call going to the
fulllment center (the call was
nearly an hour in length), the
legacy system session is going
on the netbook on his lap, and
hes showing the notes he took
on the sale on his personal
tablet to Wilton (a trainee) who
is laboriously lling out paper
forms.
Each service sold requires a
separate applicaWon form
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Agenda

User Experience in the Enterprise

What Is UX and Why Does It MaEer?
Understanding Users
UX Roles and Disciplines
The UX Design Process
Case Studies
UX Toolkits & Frameworks
Exercise & Discussion

59

Google Material Design

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TwiEer Bootstrap

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Microsoy Modern

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Lean UX

hEp://www.slideshare.net/johnwhalen/mo-devux-leanux

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Famo.us

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jQuery

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Sencha

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Agenda

User Experience in the Enterprise

What Is UX and Why Does It MaEer?
Understanding Users
UX Roles and Disciplines
The UX Design Process
Case Studies
UX Toolkits & Frameworks
Exercise & Discussion

67

Exercise
Challenge: Design a customer contact informaWon (CCI) screen for a broadband and
entertainment company call center and place it in the right place in the order ow.

The users will be sales reps taking calls from prospecWve customers. The reps are
measured on sales and Wme spent per call.

Capture the customers mobile telephone number, email address, preference to receive
updates and company informaWon via text message, email, or paper, and alternate
telephone number if no mobile number.
Services
Available at
Customers
Address

Special Oers
& Bundles

InstallaWon
Date

TV
Ordering
Screen

Billing &
Payment
Method

Internet
Ordering
Screen

Order
Summary &
ConrmaWon

Phone
Ordering
Screen

Where should the

CCI screen go and
how should it work?
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For More Info

www.usability.gov/

www.nngroup.com/

www.smashingmagazine.com/

www.uxmaEers.com

www.temkingroup.com

www.uxmag.com

en.wikipedia.org/wiki/User_experience

www.interacWon-design.org/

boxesandarrows.com/

Thanks to: Jim Kondziela, Heath Stallings, Tina Chou, & Sanchita Bajaj

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