phillychi - experience frameworks
DESCRIPTION
Experience frameworks are tools that can help maintain focus on the qualities of a great experience when planning and evaluating design. There are many frameworks in the industry today, but few have been really put to the test as useful tools in other contexts. In this presentation, I share a few industry frameworks and show how I used one of those frameworks in my company.TRANSCRIPT
Experience Frameworks A guide to great experience design Crystal Kubitsky October 13, 2010
Experience Frameworks
?What makes an experience great?
Consider these…
vs.
record programs/seasons
pause/rewind live TV
dual tuner
lots of hard drive space
frees up space when needed
fast-forward commercials
on-screen guide
search and browse listings
on-demand options
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✔ manage remotely ✔ ✔
vs.
Makes sure there’s something good on
Records your programs
vs.
tracks distance, pace, time, calories
connects to heart rate monitor
custom workouts
feedback during workouts
supports more than just running
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GPS support ✔ ✔
software to help review progress over time ✔ ✔
vs.
Makes your run be7er
Tracks your performance
?How are TiVo and Nike+ different?
record programs/seasons
pause/rewind live TV
dual tuner
lots of hard drive space
frees up space when needed
fast-forward commercials
on-screen guide
search and browse listings
on-demand options
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
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✔
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✔ manage remotely ✔ ✔
rate favorites ✔ ✔ share with friends ✔ ✔
get recommendations ✔ ✔
more than ���just features…
integrated ���components…
meaningful interactions���in the human experience
Experience Frameworks
“We need to be able to…differentiate successful experience design from unsuccessful (or absent) experience design. In order to do that we need frameworks for thinking about experience, describing its qualities, and evaluating it.” Johnny Holland Magazine, March 2010
“…We need ways to generalize these practices so experiences can be compared and contrasted across contexts…”
Johnny Holland Magazine, March 2010
models that can be used to guide the framing and evaluation of an experience
Experience frameworks are…
and so many more…
1. The Experience Wheel ���2. CARS���3. The Experience Cycle
Three examples:
1. The Experience Wheel ���2. CARS���3. The Experience Cycle
Three examples:
1. The Experience Wheel ���2. CARS���3. The Experience Cycle
Three examples:
Source: Forrester.com
Customized by the user
Aggregated at the point of use
Source: Weather.com and iTunes
Relevant to the moment
Social as a rule
1. The Experience Wheel ���2. CARS���3. The Experience Cycle
Three examples:
makes an impression; piques interest; effects action to learn more
explains, relates and informs; previews or tries; supports learning and exploring
supports use and enables re-use; embeds into users’ lives
raises expectations by promising more; strengthens relationship with the user
promotes use; actively shares their satisfaction to others
starts again with new user
Source: Dubberly Design Office http://www.dubberly.com/articles/interactions-the-experience-cycle.html
Highlights touchpoints of the experience cycle for the iPod in the Apple Store…
1. The Experience Wheel ���2. CARS���3. The Experience Cycle
Three examples:
The ���Experience Cycle
communicate issues���plan usability testing���prepare for design work
Uses for The Experience Cycle:
communicate issues���plan usability testing���prepare for design work
Uses for The Experience Cycle:
What is this? Why do I have to download something?
What do the orange keys mean?
What is this? How do I learn more?
What do I need to sign in with?
What is this? Why do I have to download something?
What do the orange keys mean?
What is this? How do I learn more?
With every slide, the user could fall.
What do I need to sign in with?
what the new feature was���how it benefitted them���what they needed to do
Users were concerned with…
The greater users valued ���the service and the better equipped they were to get started, the more likely they would overcome any necessary hurdles.
Conclusion:
attract
advocate
extend interact
orient
Certain stages focus on first-‐1me use; others focus on “hooks” and con1nued use.
first-time use
continued use
Threshold to continued use
Successful, positive experience in first-time use =
attract
advocate
extend interact
orient
first-time use
continued use Stumble- upon
Marketed-to
attract
advocate
extend interact
orient
first-time use
continued use
Marketed-to first-time use
continued use
attract
advocate
extend interact
orient
first-time use
continued use
first-time use
continued use Stumble- upon
attract
advocate
extend interact
orient
communicate issues���plan usability testing���prepare for design work
Uses for The Experience Cycle:
communicate issues���plan usability testing���prepare for design work
Uses for The Experience Cycle:
How could users become aware and interested in it?
How would users best understand and witness the value and purpose of it?
How could users get started and continuously use it?
How could users uncover additional uses and benefits they might not have expected?
How could users share and express their satisfaction to others?
SCENARIO…
RESPONSIBILITY Who has control and influence over the decisions for this?
OUTCOME What’s the desired outcome and how can we measure it?
DIRECTION What touchpoints, goals and actions for this scenario?
communicate issues���plan usability testing���prepare for design work
The Experience Cycle can…
…and so can many of the other frameworks
Experience Frameworks���a guide to great experience design
piqued your interest in experience frameworks
showed the value they can have in experience design
encouraged you to try and use them
mold and enhance them for your environment
report back
achieve great experience design J
Thank you :) ������Crystal Kubitsky���[email protected]���@ckubitsky