towards a continuous ux improvement model (ux camp dc, 01.03.2014)
TRANSCRIPT
Towards a Continuous UX Improvement ModelLeveraging an Usability Optimization Lifecycle
Jeffrey Ryan Pass, Solution Architect & Lead User Experience ConsultantAquilent (we’re hiring)[email protected] | @jeffpass | about.me/jeffpass
UXCamp DC 2015, 01/03/2014
Special thanks to Debra Martin who created the original UX optimization lifecycle that we have continued to develop and refine at Aquilent. I borrowed heavily and shamelessly from her excellent work.
And to anyone who attended Debra’s UXCamp DC 2013 presentation on continuous optimization… some of this will seem very familiar.
and you think, cube-dweller or drone. But hear me out.
Now I know, you hear ‘continuous improvement…
Why so crucial?
Data-driven, evidence-driven approach
Identify pain points
Triage then prioritize work
Justify:
- Usability studies
- IA changes- New content/features- Design updates
Measure success
Refine approach going forward
Plan, staff, and maximize IA/UX skillset utilization
Identify key metrics supporting continuous improvement/optimization
>_
10. Report and Advise 1. Goals
and Needs
2. Data Analysis
3. Require-
ments
4. User Tasks
5. Design Solution
6. Test Acceptance
7. Metrics and
Reporting
8. Implement,
Test, Release
9. User Measures
1. Goals and Needs2. Data Analysis3. Requirements4. User Tasks5. Design Solution6. Test Acceptance7. Metrics & Reporting8. Implement, Test, Release9. User Measures10. Report and Advise
10. Report and Advise 1. Goals
and Needs
2. Data Analysis
3. Require-
ments
4. User Tasks
5. Design Solution
6. Test Acceptance
7. Metrics and
Reporting
8. Implement,
Test, Release
9. User Measures
Combines UX and
continuous improvement
lifecycles
10. Report and Advise 1. Goals
and Needs
2. Data Analysis
3. Require-
ments
4. User Tasks
5. Design Solution
6. Test Acceptance
7. Metrics and
Reporting
8. Implement,
Test, Release
9. User Measures
Familiar UX lifecycle
elements
10. Report and Advise 1. Goals
and Needs
2. Data Analysis
3. Require-
ments
4. User Tasks
5. Design Solution
6. Test Acceptance
7. Metrics and
Reporting
8. Implement,
Test, Release
9. User Measures
Familiar continuous
improvement lifecycle
elements
10.9.
8.
7.
6. 5.4.
3.
2.
1.
1.
1. Goals and NeedsBusiness and user objectives change. Confirm stakeholder as well as audience wants and needs.
UX Roles Tools OpportunitiesBusiness AnalystCompliance AnalystRequirements Analyst
Content inventorySurveys and pollsStakeholder interviewsUser feedbackUser interviews
Create relationships with stakeholders and users. Think ongoing dialogue, not one-time intelligence gathering.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
2.
2. Data AnalysisReview and assess metrics, user behavior, and feedback to understand issues and opportunities.
UX Roles Tools OpportunitiesBusiness AnalystContent StrategistInformation ArchitectMetrics/Analytics AnalystSearch Engine AnalystUsability Analyst/Tester
Ad hoc reportingAnalyticsContent inventoryDashboardsRankingScheduled reportingSearch logs and statsSurveys and pollsUsage logs (web, social)User feedback
Identify and codify meaningful metrics, key performance indicators (KPIs), and success criteria. Instill a data-driven culture that relies on evidence-based practices.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
3.
3. RequirementsIdentify business and user requirements. Group by priority, create a roadmap, and maintain a backlog.
UX Roles Tools OpportunitiesBusiness AnalystRequirements AnalystUser Interface Designer
Heuristic reviewIssue tracking toolsRequirements standardsTop task listUse casesUser stories
Tell the stakeholder’s and user’s stories. Document needs in a way that is meaningful to all involved parties. Use a backlog to capture low-priority or wish list items.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
4.
4. User TasksFocus your efforts and avoid unnecessary effort and functionality. Think of the 80/20 rule and focus on vital tasks.
UX Roles Tools OpportunitiesInformation ArchitectRequirements AnalystSearch Engine AnalystUsability Analyst/Tester
AnalyticsSearch logs and statsSurveys and pollsUsage logs (web, social)User feedbackUser interviews
Identify then focus on key tasks and eliminate unnecessary complexity. Understand related tasks and identify efficiencies wherever possible.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
5.
5. Design SolutionAddress IA, interaction design, functional concerns, visual design, and technical issues. Create artifacts or prototypes that communicate the solution.
UX Roles Tools OpportunitiesContent StrategistInformation ArchitectUser Interface DesignerUsability Analyst/Tester
Analog and digital designDevelopment frameworksRapid prototyping softwareStyle and brand guides
Design for simplicity, usability, scanability, minimal cognitive load. Think about the larger domain and a consistent user experience.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
6.
6. Test AcceptanceChange involves risk. Conduct tests to confirm the proposed design satisfies requirements and user tasks.
UX Roles Tools OpportunitiesInformation ArchitectRequirements AnalystUser Interface DesignerUsability Analyst/Tester
AB/multivariate testingAutomated usability testingCard sortsFirst-click testingModerated usability testingTree testsUser feedback
Testing in development or staging environments can minimize risk in production. Live testing can then refine (rather than fix). Free and low-cost testing options make it easier to create a testing culture.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
7.
7. Metrics & ReportingUse meaningful metrics and reporting approaches. Use KPIs and try to provide context. Use tags and technologies to improve data collection and analysis.
UX Roles Tools OpportunitiesBusiness AnalystCompliance AnalystMetrics/Analytics AnalystProject ManagerQuality AnalystSearch Engine AnalystUsability Analyst/Tester
Ad hoc reportingAnalyticsDashboardsRankingScheduled reportingSearch logs and statsSurveys and pollsUsage logs (web, social)User feedback
Monitor domain health and evaluate changes regularly. Quantify key elements of user experience and reinforce a data-driven culture and reliance on evidence-based practices.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
8.
8. Implement, Test, ReleaseFollow a standardized implementation, testing, and release steps. Repeatable process reduces risk and simplifies debugging and future enhancements.
UX Roles Tools OpportunitiesBusiness AnalystCompliance AnalystContent StrategistInformation ArchitectQuality AnalystRequirements AnalystUsability Analyst/Tester
Automated testingHeuristic reviewsIssue tracking toolsTest cases and scriptsTop task listUnit testingUse casesUser storiesUser tasks
Involving UX in implementation, testing, and release can help quickly identify bugs and short-cut fixes. It also provides an excellent opportunity to flesh-out the backlog and to prime the next iteration.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
9.
9. User MeasuresUse measurement tools to understand adoption, customer satisfaction, conversion, or other success measures identified in step 7.
UX Roles Tools OpportunitiesMetrics/Analytics AnalystQuality AnalystSearch Engine AnalystUsability Analyst/Tester
AB/multivariate testingAnalyticsAutomated usability testingEye trackingHeat mappingUser feedback
It is impossible for a UX professional to completely intuit user’s experiences; measurement fills in the gaps and identifies new or hereto unknown considerations.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
10.
10. Report and AdviseDevelop and discuss reported analysis findings. Generally, it will be beneficial to measure against baselines. Trends may indicate more than a one-time snapshot.
UX Roles Tools OpportunitiesMetrics/Analytics AnalystProject ManagerQuality AnalystSearch Engine AnalystUsability Analyst/Tester
Ad hoc reportingChange control boardDashboardsScheduled reportingState of the “…” reporting
Grow the relationships with stakeholders and users by continuing the dialogue.
10.9.
8.
7.
6. 5.4.
3.
2.
1.
1.
1. Goals and NeedsNext iteration.
There is always room for improvement and we have the success metrics to prove value every step of the way.
Promote a culture of continuous improvement and optimization…
• Selling optimization• Selling continuous improvement• Smaller improvements, but faster• UX involvement at every project phase• Evidence- and data-based approaches• Easier tracking and measurement• Improved governance• Less rework• Fewer redesigns
Take advantage of opportunities associated with continuous improvement/optimization approaches:
• For the external UX consultant• For embedded UX teams and project staff• For project managers (especially of UX staff)• For business development and posture • For UX ‘insertion points’ throughout the SDLC and content lifecycles
Thank you!
And if you liked this presentation or have any feedback, please don’t keep it to yourself. This is a work in progress and any input is appreciated.
Jeffrey Ryan Pass, Solution Architect & Lead User Experience ConsultantAquilent (we’re hiring)[email protected] | @jeffpass | about.me/jeffpass
Image SourcesDebra Martin – Debra Martin & LinkedInhttps://media.licdn.com/media/p/2/000/038/101/09ac576.jpg
Brownies on the dock – Jeffrey Ryan Pass
Lost Highway – David Lynch & Timeouthttp://now-here-this.timeout.com/wp-content/uploads/2014/03/lynch.jpg
Preparing to carve pumpkins – Jeffrey Ryan Pass
Shorted Oxford English Dictionary (5th Edition, A-M) – Jeffrey Ryan Pass
The Big Bang – NASA & GSFChttp://cosmictimes.gsfc.nasa.gov/universemashup/archive/complete_archive.html
Sesame Street – Children's Television Workshophttp://www.themarysue.com/wp-content/uploads/2011/04/sesamestreet.jpg
Binary Code – Wikimedia Commonshttp://commons.wikimedia.org/wiki/File:Binary_Code.jpg
Le moulin de l’oubli (1999) – Gilbert Garcinhttp://imgur.com/gallery/nyrpIEl
Playtime – Jacques Tati
http://acbatesy.com/2013/02/25/great-big-70mm-film-festival-highlights-from-chicago/urlot
Shamwari Wildlife: Dung Beatle – Rhino Africa Safarishttp://www.rhinoafrica.com/blog/2013/04/18/rhino-africa-in-talk-with-adrian-gardiner/
Bed - From Einstein on the Beach 2014 – Robert Wilson & Philip Glass & Brooklyn Academy of Music (BAM)http://vimeo.com/user1387873
Furnityre disassembly + installation – AMG - Argosy Management Grouphttp://argosymg.com/furniture-disassembly-and-installation.php
'This American Life' host Ira Glass in 2012 – Chicago Tribune & Stephen J. Cohen/Getty Imageshttp://www.trbimg.com/img-5385c8de/turbine/chi-chicago-public-media-this-american-life-20-001/1200/1200x936
Opportunity views the empty lander, the Challenger Memorial Station – NASA & JPL & Cornellhttp://en.wikipedia.org/wiki/Opportunity_%28rover%29#mediaviewer/File:Challenger_Memorial_Station_At_Meridiani_Planum.jpg
Jeff Waters – Jeffrey Ryan Pass & Movember