Download - HxRefactored - Mad*Pow - Magga Dora
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PREPARED BY
HOW TO GET RID OF THOSE PESKY USERS
HxR CONFERENCE Magga Dora Senior Experience Designer @maggadora
May 13, 2014
#HxR2014
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NO MORE PESKY USERS
• THEY LEAVE • BECOME TOO FRUSTRATED USING YOUR PRODUCT
• PERHAPS NOT A GOOD IDEA IN THE LONG RUN
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NO MORE PESKY USERS
• THEY SUCCEED • THEY ARE TOO BUSY SUCCEEDING TO SPARE YOU A THOUGHT
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SUCCESSFUL USERS
• WHAT DO WE KNOW ABOUT USERS?
• HOW CAN WE APPLY THAT IN OUR WORK?
• HOW TO MAINTAIN A USER FOCUSED PHILOSOPHY Ψ
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PEOPLE ARE PREDICTABLE
• ONE TRACK MIND
• WORKING MEMORY
• CHOICE
• DECISION MAKING
• AFFECTING BEHAVIOR
• RECEIVING SUPPORT Ψ
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ONE TRACK MIND
• THE WAY YOU SEE YOUR WEBSITE • THE WAY THE USERS SEE YOUR WEBSITE
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WORKING MEMORY
• RESOURCE LIMITED
• VOLATILE
• RANDOMLY LOSES INFORMATION
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REMEMBER FOR THE USER
• TELL THEM WHERE THEY HAVE BEEN
• TELL THEM WHAT THEY HAVE DONE
• SHOW THEM WHERE THEY ARE
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CHOICE IS VERY DIFFICULT
• WE CAN ONLY KEEP A FEW THINGS IN OUR MIND AT ANY ONE TIME.
• WE CAN ONLY THINK ABOUT 3-‐4 CHOICES AT A TIME. BEST CASE.
• MAKE A CHOICE FOR YOUR USER.
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COROLLARY
• THE USERS AVOID MAKING A DECISION
• THEY GO WITH YOURS
• POSITIVE EXAMPLE
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WHOSE DECISION IS IT?
• USERS WILL AVOID MAKING A DECISION WHICH MEANS: THEY WILL GO WITH YOUR DECISION
• UNTICKING A BOX IS A DECISION TOO
• WHO BENEFITS FROM YOU DECISION?
Thanks to DarkPaVerns.org for the example
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DRAWING ATTENTION
• COLOR MATTERS
• GREEN = GO/CONTINUE/SUCCESS
• RED = STOP/BACK/FAILURE
• PLACEMENT SHOULD BE WHERE THE USER IS LOOKING
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SOLVING IT WITH DOCUMENTATION
• IF PEOPLE DON’T NOW WHICH BUTTON TO PUSH, DOCUMENTING IT IN THE HELP IS NOT SOLVING THE ISSUE
• THE PROBLEM IS IN THE INTERFACE AND NEEDS TO BE SOLVED THERE
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At any point in the interaction our users need to understand
• Where they are • How they got there • How they can proceed
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HELPING THE USER TO SUCCEED
• WE KNOW A LOT ABOUT PEOPLE AND HOW THEY APPROACH WHAT THEY ARE DOING.
• USING THAT KNOWLEDGE WE CAN HELP THEM BE SUCCESSFUL.
• SUCCESSFUL USERS ARE TOO BUSY DOING THEIR THING TO BOTHER YOU.
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PREPARED BY
HOW TO GET RID OF THOSE PESKY USERS MAKE USERS SUCCESSFUL
HxR Conference Magga Dora, Senior Experience Designer
@maggadora
May 13, 2014