ux 101: making great human experiences at pittsburgh podcamp 9
DESCRIPTION
Carol Smith provides the tools you need to get started doing User Experience (UX) work right away. She introduces three quick and inexpensive UX research methods that will provide you with rich information about users and designs: interviews; card sorting; and usability testing. You'll learn how this work will influence your design and ways to effectively share and communicate what has been learned to increase stakeholders understandings of customers.TRANSCRIPT
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UX 101:
Making Great Human Experiences
Carol Smith @carologic
PodCamp Pittsburgh 9 – November 2014
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Clinical Decision Support
UPMC | TDC Technology Development Center
© 2 0 1 4 T E C H N O L O G Y D E V E L O P M E N T C E N T E R2
Leveraging expertise in healthcare, technology and entrepreneurship
Model built on partnership with industry and academia
Pursuing a “fresh vision” of healthcare IT innovation
Founded in 2011, 200+ employees
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Clinical Decision Support
Human-Centered Design Team at UPMC | TDC
© 2 0 1 4 T E C H N O L O G Y D E V E L O P M E N T C E N T E R3
Design Strategy
Looks broadly at new territories, corollary domains,
and complex problems to generate the next set of new ideas.
User Experience We Are Hiring!
Uses human-centered design principles to design and deliver products
for UPMC and beyond.
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Clinical Decision Support
What is UX?
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Clinical Decision Support
In business to create:
engaging;
usable;
accessible;
and relevant experiences
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Clinical Decision Support
• Effective
• Efficient
• Learnable
Functional Aspects
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Clinical Decision Support
User’s Perspective
• Useful experience
• Feel in control and supported
• Supplements and enhances skills and expertise
• Satisfied Delighted
Photo by Greyerbaby http://pixabay.com/p-49361
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Clinical Decision Support
Benefits of Good UX
• Increased Usefulness
• Increased Efficiency ($$$)
• Improved Productivity
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Clinical Decision Support
Design for Everyone
is
IMPOSSIBLE
9
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Clinical Decision Support
Who will use it?
What they need to do?
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Clinical Decision Support
Which Student?
Rick Connie
11 http://www.flickr.com/photos/mrjkbh/ via http://creativecommons.org/licenses/by-nc-nd/2.0/deed.en
http://www.flickr.com/photos/caharley72/ (Christopher Alison Photography) via http://creativecommons.org/licenses/by-nc-nd/2.0/
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Clinical Decision Support
Identify patterns
in user behaviors
& their needs
12
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Clinical Decision Support
Constraints…
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Clinical Decision Support
Interviews
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Clinical Decision Support
15http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/
Card Sorting
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Clinical Decision Support
© 2 0 1 4 T E C H N O L O G Y D E V E L O P M E N T C E N T E R16
http://creativecommons.org/licenses/by-sa/2.0/
http://www.flickr.com/photos/raphaelquinet/513351385/sizes/l/in/photostream/
http://www.flickr.com/photos/raphaelquinet/
Usability Testing
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Clinical Decision Support
Interviews
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Clinical Decision Support
• Build on your hypothesis or tear them down:
– Tasks
– Attitudes and Opinions
– Problems
– Goals
– Experience level and knowledge
– Technology
Interview to Discover/Confirm…
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Clinical Decision Support
• Structured
– Question 1
– Question 2
– Question 3
• Open-ended
• Combination
Styles of Interviews
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Clinical Decision Support
• Memory tool for facilitator
• Don’t have to follow
• Promote consistency
– Questions
– Order of questions
Use Scripts
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Clinical Decision Support
• Quality of questions correlates to quality of
answers:
– Open-ended
– Unbiased
– Don’t lead or make assumptions
– Use participant’s words
Questions
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Clinical Decision Support
22
Artifacts!
Collect, Copy, Photograph
http://www.flickr.com/photos/camknows/ via http://creativecommons.org/licenses/by-nc-sa/2.0/
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Clinical Decision Support
23
Tim Morgan IMG_4404https://www.flickr.com/photos/timothymorgan/2530425949/in/photolist-4RB6tB-4REupG-4RB3v4-4RA55x-4RzuUn-4RzDJX-4RyHuD------
---------4RBarM-4RATpR-4RH7FA-4RFfoE-4RB9uz-4RAYyx-4RB5sk-4Rzssp-4RyNCn-amURdc-6E3Mzj-619CNm-619CNf-615iz2-
615iyx-615izx-615izc-615iyK-615iyT-4rY9yB-6i6rPf-4rY9NH-Nxqv3-NxqUU-NxTLB-NxqvU-NxTvH-NxqxY-7UuqLy/
Find A Partner
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Clinical Decision Support
• Do you regularly book your travel online to save
money?
Question 1: What is a better question?
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Clinical Decision Support
• How often do you travel?
– <listen>
• What proportion of that do you book online?
– <listen>
• Why do you book travel online?
– <listen>
Alternates – Question 1
25
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Clinical Decision Support
• Address one issue at a time and avoid double-
barreled questions.
Rationale - Question 1
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Clinical Decision Support
• What are your thoughts about a new feature, that
allows you to instant message a travel agent with
any questions, as you book your travel?
Question 2: What is a better question?
27
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Clinical Decision Support
• Would you like to correspond with a travel agent
while you are booking travel?
– <listen>
• What are some ways that you would like to
correspond with a travel agent while you are
booking travel?
– <listen>
Alternates – Question 2
28
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Clinical Decision Support
• People are not good at predicting the future.
• Can only tell you what they’ve done in the past
– you can assume they will repeat
– job interviews - behavioral questions
Rationale – Question 2
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Clinical Decision Support
• Remain passive (body, face)
• Don’t confirm or reject answers
• Listen for vocalizations
• Watch non-verbal gestures
– Encourage participant to elaborate
• Ask your question and let them talk
Facilitation
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Clinical Decision Support
Silence
is
Golden
Make time to Think
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Clinical Decision Support
32http://www.flickr.com/photos/rosenfeldmedia/ via http://creativecommons.org/licenses/by-nc-sa/2.0/
Card Sorting
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Clinical Decision Support
• Maximize probability of users finding content
• Explore how people are likely to group items
• Identify content likely to be:
– Difficult to categorize
– Difficult to find
– Misunderstood
Card Sorting
33
Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design.
http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
http://www.flickr.com/photos/richtpt via http://creativecommons.org/licenses/by-nc-sa/2.0/
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Clinical Decision Support
Users organize information
© 2 0 1 4 T E C H N O L O G Y D E V E L O P M E N T C E N T E R34 Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/
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Clinical Decision Support
• Easy and inexpensive
• Use to determine:
– Order of information
– Relationships between info
– Labels for navigation
– Verify correct audience
Benefits of Card Sorting
35
Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design.
http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
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Clinical Decision Support
36
Open or Closed (Reverse) Sort?
? ? ? Group
1
Group
2
Group
3
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Clinical Decision Support
• One title/subject on each card
• Short for quick reading
• Detailed enough to understand
• Supplement - short description on back
• Use printed stickers (handwriting)
• Practice session first
Card Basics
37
Preventive Care
Guidelines
36
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Clinical Decision Support
• Representative of users
• Minimum of 6
• More participants = more data to analyze
• Allow one hour for 50 items
• 30 – 100 cards
Participants
38
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Clinical Decision Support
• Shuffle cards
• Ask to:
– Group items in own way
– Talk out loud
• Think about:
– What expect to be together
– When expect to see
Facilitation/Direction
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Clinical Decision Support
• Card doesn’t fit: make separate group
• Not relevant: tell me
• More than one place: tell me and put in best fit
• Items not understood
– Correct audience?
• Items without consensus
– Re-name item?
– Include in more than one category?
Issues
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Clinical Decision Support
• Ask to
– Describe groups and name them
– Describe overall rationale for grouping cards
– Show best example from groups
– What was difficult? What was easy?
– Happy with final outcome?
Grouping Cards
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Clinical Decision Support
• Codes on cards = faster data analysis
• Standardize group names
• Look for patterns
• Excel Spreadsheet (Donna Spencer)
• Online tools - limited analysis
Analysis
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Clinical Decision Support
• Moderated
• Un-moderated
Online Tools
43 Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/
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Clinical Decision Support
© 2 0 1 4 T E C H N O L O G Y D E V E L O P M E N T C E N T E R44
http://creativecommons.org/licenses/by-sa/2.0/
http://www.flickr.com/photos/raphaelquinet/513351385/sizes/l/in/photostream/
http://www.flickr.com/photos/raphaelquinet/
Usability Testing
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Clinical Decision Support
Usability Testing
• Measures users ability to achieve specific goals
of effectiveness, efficiency, and satisfaction.
• Real users,
doing real tasks
• Prototypes or live products
• Observed, not guided
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Clinical Decision Support
Can Test…
• Websites, mobile apps, blenders, airport service
• Simulations or mockups
• Early prototypes (paper, low-fi)
• Production prototypes (html, hi-fi)
• Help documentation
• Processes (receipt of materials, purchase)
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Clinical Decision Support
It is not…
• Quality testing
• Full accessibility testing
• System testing
• Acceptance testing
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Clinical Decision Support
Don’t need a lab, but it is nice
• Anywhere
• Any Stage
• Anytime
Photo by Roebot at http://www.flickr.com/photos/roebot/2964156413/
http://www.flickr.com/photos/nzdave/491411546/sizes/o/in/photostream/
http://www.flickr.com/photos/nzdave/
Participant
observed through
2 way mirror and
on screens
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Clinical Decision Support
Just Do It!
• Anywhere (conference room, remotely)
• Any Stage (earlier in process the better)
• Anytime (un-moderated)
• Realistic test environment
Photo by Roebot at http://www.flickr.com/photos/roebot/2964156413/
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Clinical Decision Support
Prototype Testing
• Find out if initial designs are helpful
• Before money spent on visual design
or backend development
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Clinical Decision Support
Avoid mistakes
http://www.flickr.com/photos/dwulff/12256075/sizes/m/in/photostream/
http://www.flickr.com/photos/dwulff/
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Clinical Decision Support
A/B Testing
• Answer questions about:
– Layout on homepage
– Effectiveness of banners
– Choice of wording on call to action
ChiChaCha - https://www.flickr.com/photos/chichacha/2471138966/in/photolist-4Lnewf-cRCzz3-4SZUX9-oq3abM-3NqSR-9SfMm-3KAuRV-
8sBf5d-ngpiNe-CSgJ9-5F1ua6-9CrdLg-64eMPL-i2yCSA-68KsUW-68Ksyh-9TbmoU-beqhNT-6fGATS-7kwmFC-9xve19-6wSrga
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Clinical Decision Support
Current Site/App Testing
• When redesign is planned
• Identify and clarify existing issues
– See drop off on analytics – Why?
• Usability heuristics being achieved?
– System status available
– Recognition, Not Recall
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Clinical Decision Support
Regular Testing
(Yes, this is an old idea; a great one!)
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Clinical Decision Support
• Make team aware
• Invite everyone
– Watch remotely
– Recurring meeting invites for stakeholders
User Testing Day!
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Clinical Decision Support
“Teams should stretch
to get work into that day’s
test and use the cadence
to drive productivity.”
- Jeff Gothelf
Jeff Gothelf - http://blog.usabilla.com/5-effective-ways-for-usability-testing-to-play-nice-with-agile/
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Clinical Decision Support
Tweak, Don’t Redesign
• Small iterative changes
– Make it better now
– Don’t break something else
• Take something away
– Reduce distractions
– Don’t add – question it
Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding
and Fixing Usability Problems. By Steve Krug
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Clinical Decision Support
True Statements
• All interfaces have usability problems
• Limited resources to fix them
• More problems than resources
• Less serious problems distract
• Intense focus on fixing most serious
problems first
Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding
and Fixing Usability Problems. By Steve Krug
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Clinical Decision Support
Goal
• Identify top 5 or 10 most serious issues
– Top 3 from each list
– Prioritize from lists
– Commit resources for next sprint
– Stop
Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding
and Fixing Usability Problems. By Steve Krug
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Clinical Decision Support
"The biggest waste of all
is building something
no one wants“
- Eric Ries @ericries
Eric Ries @ericries via @MelBugai on Twitter at LeanStartupMI in 2011
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Clinical Decision Support
Make
Useful & Usable
Recommendations
Quickly
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Clinical Decision Support
Create Information
Radiators
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Clinical Decision Support
• Artifacts
• Research findings
• Competitors
• Personas
• Sketches
UX Wall
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Clinical Decision Support
• Represent research
• Facilitate communication and decision-making
• Guide decisions about:
– Navigation
– Features
– Design
Information Radiators Should
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Clinical Decision Support
• Help the team:
– understand user’s point of view
– prioritize content and solutions
– design for user’s needs and behaviors
– identify new opportunities
– create new solutions
Goals of Sharing
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Clinical Decision Support
Update Radiators Regularly
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Clinical Decision Support
Recommended Readings
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Clinical Decision Support
Supports people
who research, design, and evaluate
the user experience of products and services.
uxpa.org
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Clinical Decision Support
Contact Carol
slideshare.net/carologic
@Carologic
in/CarolJSmith
[email protected] Email:
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Clinical Decision Support
• Cato, John. User-Centered Web Design. Addison Wesley Longman; 2001.
• Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design.
http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
• Hackos, JoAnn T., PhD and Redish, Janice C. User and Task Analysis for Interface Design. Wiley;
1998.
• Henry, S.L. and Martinson, M. Evaluating for Accessibility, Usability Testing in Diverse Situations.
Tutorial, 2003 UPA Conference. (Activity)
• Krug, Steve. Don't Make Me Think: A Common Sense Approach to Web Usability.
• Krug, Steve. Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability
Problems
• Kuniavsky, Mike. Observing the User Experience: a Practitioner's Guide to User Research. Morgan
Kaufmann, 2003.
• Mandel, Theo. The Elements of User Interface Design. Wiley; 1997.
• Nielsen, Jakob and Robert L. Mack. Usability Inspection Methods. John Wiley & Sons, Inc. 1994.
• Powell, Thomas A. The Complete Reference: Web Design. Osborne/McGraw-Hill; 2000.
• Redish, Janice (Ginny). Letting Go of the Words: Writing Web Content that Works.
• Rubin, Jeffrey and Dana Chisnell. Handbook of Usability Testing: How to Plan, Design, and Conduct
Effective Tests. John Wiley & Sons, Inc.
References
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