UX Team: KC • Shook Yee • Khar Ling • Ramil • Alex

DESIGNING END-TO-END EXPERIENCES

OVERVIEW

HQ

Products

Temp

Team Challenges

1.Monthly releases

2.Changing priorities

3.Customer value

uncertainties

4.Technical debt

5.Endless feature requests

6.Outdated/lack of

documentation

UX PROCESS

UX Process

Better Together

Process

DISCOVERY

Evaluate domain

Precise search word

Credibility & authenticity

Updated content

Search engine

SMART SEARCHING

image source: http://feelgrafix.com/

Online Research

User Research

Understand how user actually uses the product in real world

Bridge business goals with user goals

Encourage efficiency and reduce frustration

USER CENTRIC SOLUTION

What we ‘think’ is awesome What is ‘truly’ is awesomeX

image source: http://tiag.net/

User Interview

Semi-structured conversation

5W and 1H

Information about user’s attitudes, desires and expectations

Online meeting

How a particular user works

Site Visit

Observe user in their environment

Build relationship

Identify behaviour patterns

CONTEXTUAL INQUIRY

** Can be time consuming and costly

Help build effective personas

Domain Expert Meeting

Bona fide knowledge and expertise

SUBJECT MATTER EXPERT (SME)

Ambassadors - network to users

Understand user needs

Can be anyone

Card Sorting

Classification and grouping

SORT THINGS OUT

One-on-one vs. group

Guided vs. unguided

Used as basis for designing information architecture

In person vs. computer based session

Process

INSIGHTS

Persona

Name and role

Demographics information

Goals and challenges

Values

The creation of a representative user

Persona details may be fictions but information is not

WHAT TO HAVE IN A PERSONA?

Experience wheel

image source: https://experiencematters.wordpress.com

Identify improvement area

Describe experiences throughout the lifecycle

WOW FACTOR

Easy to use, simple to understand

Kano Model

Decide what feature to include

Product that will truly delight customers

Threshold attributes

WINNING UX STRATEGY

Performance attributes

Excitement attributes

Patterns from data collection

Who is it for?

No one feature can cater for all

Market Segmentation

IDENTIFY YOUR TARGET

Use Case

A more detailed requirement documentation

Action, expected response, alternative outcomes

Define the interactions between a user and a system

Usually used in feature enhancement

UX Wall

Discussion and reference board

Align stakeholders

No rules to what should be in

AWESOME WALL

Process

IDEATION

IdeationREFINE

BETTER

STARTSMALL

FINAL

Important thing is not about generating loads of ideas, but to get the RIGHT one!

Ideation

User Business

Technical

The RIGHT idea!

Ideation

Design Studio

• Within UX team

• Early team-wide alignment

• Gather feedback or criticism from peers

• Continuous improvement

Brainstorming• Cross-functional team (diversity)

• Collaborative problem solving

• Leads to greater understanding

• Discover better alternatives

Ideation

Focus on the OUTCOME; not the OUTPUT

Process

REALIZATION

“If I can’t picture it, I can’t understand it.”

- Marilyn Monroe

Early Stage

Visual Standards Design Patterns Style GuidesUsage: Designers Usage: Rarely Used Usage: Developers

Prototype

From Sketch to High-Fidelity mock-ups toInteractive Prototypes

Prototype

Process

VALIDATION

Validation

Product PanelInternal

User TestingExternal

Process

SUMMARISATION

Summarisation

LEAN UX PRACTICE

JUST ENOUGH REQUIREMENT

Process

BUILD

Build

Process

TEST

Usability Testing

LEARNABILITY

EFFICIENCY

MEMORABILITY

ERRORS

SATISFACTION Easy to use for a first time user?

Successfully accomplish specified tasks?

How long does it take to perform a task?

After a prolong period of not using the system, does the user still remembers where to go & what to do?

How many errors? How sever? Did users recover easily from those errors?

Image source: http://www.toushenne.de/files/robertweller/img/infographics/website-simplified-infographic-a1.jpg

Find out how satisfied your users are with your product.

Remote Testing

On-Site Testing

Understand the user’s thoughts as they interact with the system by having them think aloud while they work

On-Site Testing

Observer 1 Observer 2

Tester (User)

Facilitator

???

Is there a

problem?

What do you

think?

It’s good that the system validates

immediately so I know right away what went

wrong.

Encourage users to keep a running stream of consciousness as they work

I’m recording you…

Findings

Video RecordingsReport

ENDING

Customer validation

It doesn’t end with requirements

Collaborative design

Key Takeaways

Seeing is believing

We don’t know what we don’t know

User research

Design thinking

Prototyping

Implementation

User testing

QUESTIONS?

THANK YOU