user experience research and design for enterprise mobile apps.pptx
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Designing the Best User Experience for
Mobile AppsHelping You Create Better AppsBy:Paula Desmond (Lead User Researcher)Dhwani Soni (Lead User Experience Designer)
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Agenda
What is User Experience?
Research & Design Process
Android for Work Case Study
Summary
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““User Experience” encompasses all aspects of the end user’s interaction with the company, its services, and its products.
-Jacob Nielsen and Don Norman
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How do we start?
The User should be the center of your Universe
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Follow the process
QUESTIONING DOING LISTENING
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Questioning
Who is this person?
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Doing
How do I make it work better?
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Doing
Think, create, iterate, build, iterate more
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Listening
Get feedback
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Follow the processQUESTIONING DOING LISTENING
Who is this person? How do I make it work better? Think, create, iterate, build, iterate more Get feedback
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So lets begin...
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Market Research
Competitive Analysis Voice of Customer
What do we do?
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Who are they?
Meet Dave, IT Director
“I’m the person who oversees if everything is up and running.”
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What does Dave care about?
What are Dave’s Responsibilities?
“I want an at-a-glance dashboardof my environment.”
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How Might We…?
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“How might we ensure that users don’t abandon the registration process mid way?
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“How might we ensure that users find the registration flow quick and easy to complete?
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“How might we achieve a strong consumer grade experience for enterprise company app users?
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Listen to Your Users
“I would love an app on my phone that would
give me up-to-date contact info for my
team. That would be really valuable.”
“I want an easy onboarding experience
with just a few clicks so I can quickly access my email, calendar, and
work apps.”
Love…….
Valuable…..
Easy……
Quick access….
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Case study: Designing for Android for Work
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Who are we designing for?
Meet Maria!
She’s an Operations Team Manager, Kaiser Permanente.
“I manage a team of 35 people and I’m mostly traveling. I send
email from my phone constantly. I view calendar
invites and accept invites from my phone and read documents
on my tablet.”
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Back to Problem Statements
“ • How might we ensure that users don’t abandon the registration process mid way?
• How might we ensure that users feel safe and comfortable, and find the registration flow quick and easy to complete?
• How might we have a strong consumer grade experience for users in an enterprise company app?
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Feature GraphicBranding colors, personalization, creating a story about the brand.
Engaging users to create a brand
Friendly registrationAdding feature graphics and username syntax to guide the user subtly.
User-friendly talkSpeak their language.
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Walkthrough screensMore images, less text.
Value propositions
Creating the product branding.Letting users know what this app is about and why is it good for them.
What is this app?
Is it good for me?My company wants access to my device.What about my privacy?
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CONCEPTS ONLY
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Don’t worry, we’ll guide youLetting users know the process beforehand, and guiding them through it. No surprises.
User Assistance
It’s a [quick] process •Letting them know that it has 4 stepsand what those steps are.
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CONCEPTS ONLY
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Leveraging User’s Mental Models
I remember that icon!That looks familiar. And I am almost done!
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CONCEPTS ONLY
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Leveraging User’s Mental Models
I remember that icon!That looks familiar. And I am almost done!
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CONCEPTS ONLY
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Graphics Rule!
Fewer words, bigger impactUsing graphics to get the point across.
Use existing guidelines and resources.
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Splash screen Confirmation In the AppWalkthrough
Current shipped version
New designed version
Registration
Let’s Review
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CONCEPTS ONLYCONCEPTS ONLY
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Customer Research FindingsAndroid for Work
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Design
Users 1,2,3
Users 4,5,6
Users 7,8,9
Iterate Iterate
Post-task ratings& time on task
Post-task ratings& time on task
Post-task ratings& time on task
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SCREENS FOR CONCEPTS ONLY
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75-minute Individual Customer Session
Timed Registration & Post Registration Ratings
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75-minute Individual Customer Session
Moderator-customer registration walkthrough
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Decide on metrics to
collect
Gather Customer Feedback
Look for Patterns &
Trends
Follow a Consistent Process
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Display Progress throughout the Workflow
The line at the bottom of the screen is very helpful. I’m making progress but I’d like to see 2 out of 4 steps
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SCREENS FOR CONCEPTS ONLY
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Avoid Redundant or Unhelpful Information
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SCREENS FOR CONCEPTS ONLY
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Application Setup Complete
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Time to Complete Registration Process
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Post-registration Ratings – Complexity
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Post-registration Ratings – Confidence
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Post-registration Ratings – Simplicity
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Summary
Examples: surveys, interviews,field visits, focus groups,expert reviews. Questioning
Who is this person?
• Persona• Market research• Competition Analysis• Voice of user
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Summary
Whiteboard, Markers, Stickies, Paper & pencils, Balsamiq, Omnigraffle, InvisionAdobe Illustrator, Sketch
Doing
How do I make it work better?
• Define problem statement• Start iterating• Start building
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Summary
Examples: Rating scales, product reaction cards, time on task, error rates, affinity mapping.
Listening
How do I make it work better?
• Decide on metrics to collect• Break into qualitative and quantitative• Look for patterns & trends
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The cheat sheet!
Examples: surveys, interviews,field visits, focus groups,expert reviews.
Whiteboard, Markers, Stickies, Paper & pencils, Balsamiq, Omnigraffle, InvisionAdobe Illustrator, Sketch
Questioning Doing Listening
Who is this person? How do I make it work better? Get feedback
• Persona• Market research• Competition Analysis• Voice of user
• Define problem statement• Start iterating• Start building
• Decide on metrics to collect• Break into qualitative and quantitative• Look for patterns & trends
Examples: Rating scales, product reaction cards, time on task, error rates, affinity mapping.
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