know thy user: the missing element in sharepoint solutions (user centered design for sharepoint)
DESCRIPTION
You want the most out of your investment in SharePoint – a highly adopted, effective and easy-to-use solution. Achieving these objectives requires more than technical skills and knowledge of the inner-workings of SharePoint features – it requires an understanding of user problems and goals as well as a process that keeps the user at the center of the lifecycle. If you are like many organizations implementing SharePoint, you are using “surrogates” to represent user requirements, collecting inadequate user information and not engaging users later in the design and development process. If this sounds familiar, you may be headed toward a costly redesign. This session defines both User Centered Design (UCD) and User Experience (UX) concepts and provides tangible methods that incorporate users into your process without compromising business goals.TRANSCRIPT
Know Thy User
The Missing Ingredient in SharePoint Solutions
Presented by Marcy Kellar
My Name is Marcy Kellar
I Live In Indianapolis
I Solve Problems
Sometimes I Blog TheSharePointmuse.com
Mostly I Tweet @marcykellar
Agenda
• MY STORY
• WHY USERS ARE MISSING
• DEFINING THE BUZZWORDS
• USER CENTERED DESIGN + SHAREPOINT
WALKTHROUGH
• Q&A
*resources available at end of slide deck
THIS IS ME AT WORK
SharePoint
SchmarePoint
Will it Fix My
Dreadful Task?
DREADFUL TASK IN PROGRESS
DISASTER
I DREADED GOING TO WORK
THEN CAME SHAREPOINT
THIS I S WHAT
WE DID
USER CENTERED DESIGN (UCD)
RESEARCH
CONCEPT DESIGN
EVALUATE
SUCCESS!!!
2500+ USERS ADOPTED
4 PROCESSES INTEGRATED
6 MONTHS TO LAUNCH*
1 HACKED SHAREPOINT SITE
1 RECOMMENDATION
*NOT BAD CONSIDERING FDA AUDIT
LESSONS LEARNED
LESSONS LEARNED
SHAREPOINT SOLVES USERS PROBLEMS
UCD METHODS = USABLE SOLUTIONS
A NOVICE CAN DO IT (WITH GUIDANCE)
SHAREPOINT + UCD CHANGES LIVES
USERS
WHERE HAVE ALL THE
GONE?
1. Not Talking To Users
2. Focus on Features
3. User Surrogates
4. No Feedback Mechanism (or Plan to Iterate)
5. Testing Too Late
6. Usability At the End of The Project
RELATE TO
HOW DOES
USER CENTERED DESIGN
USER EXPERIENCE, USER INTERFACE
AND USABILITY?
Too Many BuzzWords
BREAKFAST.
BREAKFAST.
USER
How do you currently approach breakfast?
Do you have any challenges eating breakfast?
USER CENTERED DESIGN (UCD)
What do you expect to eat?
USER INTERFACE (UI)
USER EXPERIENCE (UX)
USER CENTERED DESIGN (UCD)
Did this meal meet your expectations?
What could be better about the experience?
SHAREPOINT + UCD
WALK-THROUGH
USER CENTERED DESIGN (UCD)
RESEARCH
CONCEPT DESIGN
EVALUATE
You can use an eraser on the drafting table or a sledge hammer on the construction site. — Frank Lloyd Wright
Challenges
TIME
MONEY
RESOURCES
http://project.cmd.hro.n
l/cmi/hci/toolkit/index.p
hp
There Are Many UCD Methods
http://www.usabilitynet.org/tools/methods.htm
Research
QUANTITATIVE • TELLS YOU WHAT (DATA)
QUALITATIVE • TELLS YOU WHY (ANECDOTAL)
PLAN & VISION
Stakeholder Meeting
COMPETITIVE ANALYSIS
http://www.nngroup.com/articles/intranet-design/
Competitive Analysis (Look at What Others Are Doing)
USER RESEARCH
User Interviews
Contextual Inquiry
Pay attention to what users do, not what they say. ~Jakob Nielsen
Personas
Know thy user, and you are not the user. — Arnie Lund
PERSONAS
Stakeholder Interviews
Personas
Forensic Research (Log File Analysis)
Just because nobody complains doesn’t mean all parachutes are perfect. — Benny Hill
FUNCTIONAL REQUIREMENTS
Card Sorting
CONCEPTUAL DESIGN
Sketches and Paper Prototypes
Wireframes
Created with
Mockflow
PROTOTYPES
Prototypes
Created
with Axure
USABILITY TESTING
“Think Aloud” Technique
Graphic from Rocket Surgey Made Easy, S. Krug
TESTING WITH JUST 5 USERS CAN FIND 85% OF YOUR
SITE'S PROBLEMS.
Source: NNGroup
Thinking aloud may be the single most valuable usability engineering method. — Jakob Nielsen
BENEFITS
IMPROVE UX
INCREASE PRODUCTIVITY
IDENTIFY OPPORTUNITIES
SAVE MONEY
The joy of an early release lasts but a short time. The bitterness of an unusable system lasts for years. — Anonymous
Rocket Surgery Made Easy
Steve Krug
GOOD READS
About Face 3: The Essentials
of Interaction Design
Alan Cooper
Sketching User Experiences
Bill Buxton
Usability Testing Personas General Approach
RESOURCES
UX Project Planning
(smashingmagazine.com)
User Centered Design
Methods
(usabilitynet.org)
List of UCD Methods
(usability.net)
UCD Methods
Stakeholder meeting
(usabilitynet.org)
User Interviews
(usabilitynet.org)
User Interview
Instructions
(uxmastery.com)
Personas
(webcredible.co.uk)
Personas
(wiki.fluidproject.org)
Creating Personas
(usability.gov)
What to Put in a
Persona
(J.D. Meier's Blog)
Example Personas
(stcbok.editme.com)
Paper Prototyping
(usabilitynet.org)
Card Sorting Instructions
(mit.edu)
Card Sorting
(measuring usability.com)
Card Sorting Guide
(boxesandarrows.com)
Thinking Aloud Technique
(project.cmd.hro.nl)
Thinking Aloud: The #1
Usability Tool
(nngroup.com)
Why You Only Need To
Test With 5 Users
(nngroup.com)
An Intro to Usability Testing
(usabilitygeek.com)
TOOLS & TEMPLATES
User Interviews
MindJet
Mindmeister
Personas
Persona Template (.pdf)
(wireframes.linowski.ca)
Persona Template (.pdf)
(eightshapes.com)
Persona Template (.ppt)
(Boagworld.com)
Card Sorting
Optimal Workshop
Userzoom.com
Websort.net
Prototyping
Balsalmiq
Mockflow
Axure
General
Designing the User
Experience Poster
(http://www.mprove.de)
CREDITS Photography by iStock.com and Marcy Kellar
Illustrations and Comics by Marcy Kellar
Breakfast Analogy inspired by Ed Lea's Infographic
THANK YOU
Follow Me @marcykellar