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•What is UX?

•BA & UX roles

•Design Thinking

•User Research

•MVP

•Personas

•Customer Experience Maps

•BA + UX Collaboration

•Tools

•Resources

Brian Salmon

UX Architect, UP

UX + BA User Experience & Business Analysis

Jeanne Petty

July 21, 2016

UX Team Lead, UP

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Business RequirementsUser Requirements UX / BA

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UX:

•User Interviews / Contextual Inquiry

•Business, Users Liaison

•User Journey Maps

•UI & Interaction Design

•Personas

•Usability Testing

•Process Flows

BA:

•Business Requirements

•Business, Stakeholders Liaison

•Data Models

•Technical Specifications

•Use Cases & Scenarios

•User Acceptance Testing

•Process Flows

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UX: User experience designer, information architect, usability specialist, product manager, user architect, UX architect, human factors engineer, UX designer, UX engineer, XD consultant, usability specialist, UI designer

BA: Business analyst, business process analyst, systems analyst, functional analyst, product manager

…it can get confusing.

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UX experience / Background (our team): Cognitive Psychology, Anthropology, HCI (human-computer interaction), Industrial Design, MBA, Graphic Design, HMI (human-machine interface) Design, Computer Science, MIS, Geography & Remote Sensing

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•Not involving us early enough

•Insufficient BA / UX time budgeted

•Not involving us throughout the project

•Insufficient time for analysis

•Explaining what we do

BA & UX - common pain points?

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Design Thinking

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New or Existing ?

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Right Problem ?

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Bloomberg Terminal Project (IDEO)

jm3 on Flickr

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Bloomberg Terminal Project (IDEO)

https://www.ideo.com/work/bloomberg-terminal-concept

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Bloomberg Terminal Project (IDEO)

http://www.bloomberg.com/professional/hardware/

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Pain Points ?

http://uxfail.tumblr.com/day/2009/04/06/

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Benefits ?

http://dschool.stanford.edu/

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User NOT You

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“Recognizing the need is the primary condition for design.”

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Research

Design

Test

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“If I asked people what they wanted, they’d have said faster horses.” Research

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“What people say, what people do, and what they say they do are entirely different things.” Research

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“A designer achieves perfection not when there is nothing to add, but nothing to take away.” Design

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MVP - Minimum Viable Product

•Product idea validation

•Testing hypothesis (test the riskiest first)

•Bare bones prototype

Test

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“A designer achieves perfection not when there is nothing to add, but nothing to take away.” Design

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“I haven’t failed ! I just found 10,000 ways that won’t work.”

Test

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REPEATResearch

Design

Test

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Empathy

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“Personas are user archetypes that represent distinct target demographics for your product or service.” -ALAN COOPER

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• Explains who the product is for • Keep development focused on user • Build empathy • Visualize user’s job / pain points • Resolve conflicts • Focus solutions • guide decisions

Personas

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•Based on research with actual customers

(not wishing)

•Right amount of detail

•Collaborative

Personas

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•Photo

•Name

•Tagline

•Details

•Narrative

•Goals

• Pain Points

• Scenarios

Personas

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Persona title: USDA Senior Manager Gatekeeper

Photo:

Fictional name: Matthew Johnson

Job title/ major responsibilities: Program Staff Director, USDA

Demographics: 51 years old Married Father of three children Grandfather of one child Has a Ph.D. in Agricultural Economics. Goals and tasks:

He is focused, goal-oriented within a strong leadership role. One of his concerns is maintaining quality across all output of programs.

Spends his work time: Requesting and reviewing research reports, preparing memos and briefs for agency heads, and supervising staff efforts in food safety and inspection.

Environment: He is comfortable using a computer and refers to himself as an intermediate Internet user. He is connected via a T1 connection at work and dial-up at home. He uses email extensively and uses the web about 1.5 hours during his work day.

Quote: “Can you get me that staff analysis by Tuesday?”

- U.S. Department of Agriculture's (USDA) Economic Research Service (ERS) usability.gov

Personas

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Customer Experience Maps

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Usability Testing vs User Acceptance Testing

It’s not just about usability

It’s about the entire experience.

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Usability Testing • At the beginning, middle and end of a project • How do users feel about it? • Does it meet their needs? • Is it something they want to use? • How long does it take them to do the thing? • What pain points do they encounter? • What do they like? • Would they come back?

Usability Testing vs User Acceptance Testing

User Acceptance Testing • Done near the end • Have the requirements been met? • Find bugs

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Usability Testing

Why test? •Human behavior is unpredictable •You are not the user •Settle arguments •Validate product and/or goals

Usability test goals: •Learnability •Efficiency •Memorability •Errors •Satisfaction

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Usability Testing

Tips: • Have a test objective • Choose participants • Test main goals • Avoid bias • Ask open-ended questions • Test early and often • Ask users to think out loud • This is a test of the system, not them!

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Usability Testing

Don’t defend the system.

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Usability Testing

Be a chameleon.

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Usability Testing / User Research

Ask the dumb questions. … but not too dumb

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Usability Testing / User Research

Follow ethical user research guidelines

http://www.uxbooth.com/articles/ethics-ux-research/

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Contextual Inquiry

“The complexity of work is overwhelming, so people oversimplify.” - Beyer & Holtzblatt

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Contextual Inquiry - Affinity Diagrams

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Contextual Inquiry - Flow Models

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Contextual Inquiry - Flow Models

• What systems and people does this user depend on, assist, and work with? • Where does collaboration and coordination happen? • What responsibilities do they have? • Locations where things happen, artifacts, and systems • Direction of information movement • Breakdowns

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Contextual Inquiry - Sequence Models

• Triggers - what started this task? • Intents - why are they doing it? • Hesitations and errors - where does it break down? • Sequence of steps - how do they accomplish this task?

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Contextual Inquiry - collect artifacts

Things that people create, modify, or use in order to help get their work done.

Example: A post-it with TLA’s used in an application spelled out A printout of a form with notes added

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Contextual Inquiry - Physical Models

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BA + UX Collaboration (Recap)

•Work together during initial requirements gathering and analysis phase to ensure the solution meets both user and business needs

•Share research during product idea validation phase and throughout project •Act as a second person / note taker during user research (both BA’s and UX) •It’s ok to communicate via mockups (just don’t get too attached) •Participate in idea or design labs that UX person puts on for team (UI or solution

brainstorming + prototyping session) •Borrow each other’s tools (user stories, personas, contextual inquiry, customer

experience maps) •Share issues found during usability testing (UX) or user acceptance testing (BA)

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BA + UX Collaboration (Recap)

On the UX side, the more collaboration we can get from the team we are working with, the better! Great ideas can come from anyone on the team. A couple things to keep in mind: We specialize in ethnographic research and collecting unbiased qualitative user information. So if we ask to run the user research sessions don’t take it personally, we just have some guidelines that we need to follow to make sure we get unbiased, thorough information. Our other specialty (if a UX generalist) is UI and interaction design. So if you give us a mockup showing required inputs, that’s fine with us as it’s a lot easier to read than a requirements doc, but expect it to be treated like a mockup we receive from any other designer. It will likely be picked apart and rebuilt.

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ResourcesDon't Make Me Think: A Common Sense Approach to Web Usability, Steve Krug

The Design of Everyday Things, Donald Norman

Usability Engineering, Jakob Nielsen

The Inmates Are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity, Alan Cooper

Contextual Design: Defining Customer-Centered Systems (Interactive Technologies), Karen Holtzblatt & Hugh Beyer

Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams, James Kalbach

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Tools

Balsamic -quick prototyping tool -web version - collaborate online

Axure create high-fidelity, clickable prototypes ability to share online via link

Invision synch with sketch add links to screens iwatch screens available

POP (prototype on paper) sketch prototype, take pics, add links share via link

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Questions ?

Usability Testing •Card Sorting•Contextual Inquiry•User Interviews•PersonasSurvey Design•Eye Tracking • UI Design - sketches, wireframes, and prototypesResponsive Design•Mobile Application Design•KLM (Keystroke Level Modeling)Customer Experience Mapping • UX Strategy consulting• Competitive Analysis

Jeanne Petty https://www.linkedin.com/in/jeannepetty