the enemies of user experience (camp digital, manchester)
DESCRIPTION
The Top 10 Enemies of UX are revealed as well as how "The Best" firms combat them.TRANSCRIPT
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Enemies of UX
Lee DuddellCamp Digital Manchester
27 March 2014
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Enemies of UX & how to defeat them
• 2 slides to keep Marketing happy• 3 reasons why me?• 1 competition• Top 10 Enemies Chart• 10 minute scoring workshop• 5 things to do. Next week.
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UX Research platform
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You
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Why me?
• 20+ years digital UX• Founder of WhatUsersDo• Somebody else dropped out LinkedIn
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Competition*
• Join User Experience Insights on LinkedIn• Comment or start a discussion• Entered into a £2k Managed Service draw
*If you are watching on iPlayer competition will be closed.
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UX Enemies
• Countdown chart based on severity• From clients, research & experts
– Case Studies– Anecdotal evidence– What the best do
• Score yourself/your neighbour
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#10 Analytics & Data = UX insight
• Only What and How Many not Why• At best indicate where there is a problem
– not Why• You only have Analytics for your site
– Most users don’t convert on your site• The Best gather UX insight to understand Why
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#9 Best practice & 3rd party research
• What exactly is best practice?– Especially in mobile?
• Relying on 3rd party research does not answer Why?
• X% of users say they would “do this or not do that”
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Why?• Because it’s hard to checkout• Because they think they are missing something
67%of users start on a SmartPhone& finish on a computer (Google Research)
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Fashion Brand Case Study
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#8 Website refresh will fix it
• 20% of incoming sales calls are from failed re-designs
• Bad: we re-designed because we thought we needed to
• Worse: because we re-platformed• The Best make smaller changes based on
evidence
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#7 Occasional Usability Labs
• Not often enough• Too remote (yes, that’s right)• Not socialised• Hammer to crack a nut
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Example video on the next slide shows how remote UX can reveal issues. Without the need for a Lab.
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#6 UX Imposters
• MVT ≠ UX• Session recording ≠ UX• Hypothesis based on hunches• Incremental improvements• The Best use UX insight to make these tools
work harder
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#5 Your Design Agency
• An enemy of UX• Yes, they are• The Best test their Agency deliverables with
users• Checklist later on in this deck
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Video on the next slide shows what happens if you let your designers over-design!
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#4 Focus Groups/Surveys
• Not fit for UX purpose
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#3 Aspirational design
• Your competitors have not got it right• The Best see competitors through users’ eyes
– Observing users starting at Google– Or user benchmarking
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#2 Process will fix it
• Agile does not = good UX• Culture is more important• The Best are creating Satellite teams
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#1 Guessing
• Not finding out Why?• Hunches, instinct and opinion• HiPPOs
– Worse HiPPPOs! (the extra “P” means Partner i.e. “High Paid Person’s Partner’s Opinion”
62% base design decisions on hunches and guesswork
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UX Enemies Chart#1 Guessing#2 Process is a panacea that will fix it#3 Aspirational Design#4 Focus Groups & Surveys#5 Your Design Agency#6 Thinking it’s done with Imposters (e.g. MVT)#7 Occasional Usability Labs#8 Website re-fresh or re-design#9 Relying on best practice & 3rd party research#10 Relying on analytics & data
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New Chart entrants discussed during the workshop
• It’s qualitative, how can it be so good?• That’s all fine, but the CEO over-ruled the
insight!
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Enemies are caused by wrong inputs Inputs you have: Inputs you need:
• Data• Opinion• Hunches• HiPPOs• Surveys• Focus Groups• Best practice
• Insight from User Observation
• Backed up by Data
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5 things you can do next week
You can’t change culture, but you can chip away at it… otherwise you may become a UX Martyr!
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1 Read
• Why most UX is shite by Leisa Reichelt• This CRE article with a long title: We have designed pages for more top-500 websites than any other company. Here’s why they are winning.
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2 Introduce “Why?” into meetings
• What if we knew Why?• Rather than guess, shouldn’t we find out
Why?• [Boss level] It’s worth validating with
customers to see how right you are!
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3 User Exposure
• Guerrilla testing• WhatUsersDo• “Just try and order something or get your
husband to!”• Closest thing UX has to Silver Bullet
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4 Use Case Studies
• From this presentation• We have many – just ask or tweet us• Mobile Moves On Event & Report
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Conversions Up 9.5%
By observing users
Ripped up their dev plan
We deliver incredible results
Contact Us:WhatUsersDo, United House, London, N7 9DP P. +44 (0)207 036 1950, [email protected]
AO.com Case Study
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5 Choosing “UX” Designers
• Emphasis on User Insight– Professional in-house User Researchers– How do you deliver a great UX?– Plan that includes UX Testing & users
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5 things to do next week
1 Read2 Start asking Why?3 User Exposure4 Case Studies5 Filter UX Designers
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Next…
• Tweet a link to this deck– Follow @whatusersdo
• Fri 4th April announce the competition winner on Twitter– LinkedIn Group