Download - Ux Awards2015 – graphic mint
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Storytelling, Vizualisation and EmpathyThe Keys to Successful UX for the Zarion Allocate Product
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Overview1. Introduction 2. Project Background3. Storytelling4. Vizualisation5. Empathy6. Questions
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1. Introduction
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At your service...making customers happier through Design: Séamus T. Byrne
AboutGraphic Mint are a User Experience (UX) Design
and Innovation agency based in Dublin, Ireland.
Our mission is to design meaningful experiences
between people, processes and technology.
We create lasting, memorable journeys across
your brand, products and services to ensure
customers will love interacting with your business.
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Graphic Mint Team
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At your service...making customers happier through Design: Séamus T. Byrne
Séamus T. Byrne● Twitter: @SeamusByrne● Co-Founder & Director of UX
at Graphic Mint● Former IxDA Board Member
○ Director of Global Events● Co Chair for Interaction 12
Design Event Planner● MA Multimedia, BA Sociology
About
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2. Project Background
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At your service...making customers happier through Design: Séamus T. Byrne
Zarion Allocate● Irish Company● 20 Years providing SaaS● Their Allocate product is used by
thousands of users for work allocation and capacity management
● Required help with UX
About
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3. Storytelling
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Storytelling the User’s World“We experience life as a series of ongoing narratives, as conflicts, characters, beginnings, middles and ends”
– Dr. Walter Fischer
It is through the sharing of stories that communities build their identities, pass on tradition and construct meaning
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User Experiences are Stories
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Interlude: UI ≠ UX* *Client Education1. User Experience relies on stories2. Clients quickly realise stories don’t
have instant impact on User Interface3. We discover what they really wanted
was help with their UI4. We proceed with UX + UI
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Stories are about People
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Use Cases ≠ Stories**They abstract the humanity but are a Good StartStakeholder stories from Domain Research
● Supervisor reviews work capacity● Supervisor reviews team capacity● Supervisor allocates workitems (manual)● Supervisor monitors workitems
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Journey: Supervisor reviews work capacity
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Journey: Supervisor reviews team capacity
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Journey: Supervisor reviews team capacity
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Journey Supervisor allocates workitems
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Journey: Supervisor allocates workitems
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Journey: Supervisor monitors workitems
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Stories are about People
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People: Shona the SupervisorName: Shona O’Reilly
Age 42
Title: Service Manager
Role: Supervisor, Leader
Company Financial Company X
Team Retail
Job Goal: Claims should be managing that person back to workDescription Shona manages a team of 8 people and is responsible for making sure all
work on her team is allocated and completed on time.She would eventually like to be promoted to the role of Service Coordinator
Assessor
“ Reassigning portfolios is the panacea for all our users ” – Shona
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Stories have a setting
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Places: Shona’s Work Environment
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Places: Shona’s Context is Everything
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We went to Shona, We listened to Shona. We had to tell her story...
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...visually!
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4. Visualization
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StoryboardingDuring Framework Design, we ideated upon many stories: real and blue sky.
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Interactive Paper Prototyping● Real-time collaboration● Efficient problem resolution● Kick Tires on core behaviours● Especially effective for complexity interactions, micro
interactions and state changes
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Where Stories Become InteractiveThe point of view shifts from 3rd to 1st person
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5. The E word
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Empathy (there, I said it!)● Focused on one principle: to help genuinely connect the
supervisor to their personnel ● We humanised the product to reduce anonymity.● It created an empathy between supervisors and
personnel by simulating face-to-face interactions.● “It’s been quite powerful in its effect of bringing that
team together.”
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The Keys to UX Success● Tell the story of the people who use the product● Visualize their storyworld with storyboards, ecosystem
maps and product prototypes● Focus on one key principle based on true understanding
of the user which will form the DNA of the design
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Educating the client● User Experience Design is a backdrop upon which to
write the storyworld of the people who use the products and services
● It is the catalyst to great UI Design● This project helped Client ralise the value of User
Experience
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6. Questions?
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6.Questions?
Thank You!