storytelling your way to a better user experience - upa boston

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Storytelling Your Way to a Better User Experience Whitney Quesenbery Kevin Brooks UPA Boston June 2010

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Page 1: Storytelling your way to a better user experience - UPA Boston

Storytelling YourWay to a BetterUser Experience

Whitney QuesenberyKevin Brooks

UPA BostonJune 2010

Page 2: Storytelling your way to a better user experience - UPA Boston

Introductions

Researcher in new UI technologies Performance storyteller Storytelling as a pivotal part of the creation,

performance, and design process.

User researcher Theatre designer Storytelling as a way to understand user,

culture, and context in UX design

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Storytelling is already part of UX

Specify

Understand

Design

Evaluate Success?

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Success?

Storytelling is already part of UX

Specify

Understand

Design

Evaluate

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Storytelling is already part of UX…We just don’t call them stories

User researchField studies

Site visits Card sortingAnalysis

Cluster sortingContent analysis

DesignScenarios

WireframesPrototype walk-

through

Usability Testing

Evaluation

Log Analysis

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Storytelling is already part of UX…We just don’t call them stories

You can use stories to enhance the usability work you are already doing.

and

You can use stories to help you start bringing people into the center of the process.

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We all tell stories

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Listening Exercise Work in pairs - with someone you don’t know

1 minutes to speak - then switch

Speaker’s job - speak about something relatively comfortable

Listener’s job - just listen. Don’t have to talk, interrupt or fill silences.

Talk about the time on your way here that you were the most bored.

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“Story” is not just a fancy word for broadcasting information

Stories start with listening.

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A story is shared by everyone who hears it

First the storyteller shapes the story

As they listen, the audience members form an image of the story in their own minds.

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A story is shared by everyone who hears it

The storyteller and the audience each affects the other and shapes the story they create.

The most important relationship is between the audience and the story.

The audience is a part of the story each time it is told.

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A story is shared by everyone who hears it…but heard by each person in their own way

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The relationships around a story are called the Story Triangle

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Relationships shift as you movefrom story listener to story teller

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We’re going to talk about

Collecting stories

Personas and their storiesStories

for testing

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Collecting stories

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While you are listening,turn on your juicy story filter

You are looking for stories that….

You hear from more than one source. Have a lot of action detail. Have details that illuminate user data Surprise or contradict common beliefs

And are clear, simple, and compelling.

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Structure the discussion to encourage stories

“Have you ever [done something]?”

“How often do you [do that thing]?”“What makes you decide to [do that thing]?”“Where do you [do that thing]?”

“When was the last time you [did that thing]?”

“Tell me about that.”

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Look for patterns in the stories,just like any other user research data

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These story fragments might grow into a story

“When I’m waiting for a bus, I wish I had a way to know when it will arrive.”

“If I’m running late, I can drive if I’m going to miss the train.”

“I love seeing lots of people on the metro platform. It usually means a train will arrive soon.”

“When the bus stop isn’t well marked, I always worry whether I’m in the right place.”

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Personas stories

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Data Persona

Elizabeth, 32 years old

Married to Joe, has a 5-year old son, Justin

Attended State College, and manages her class alumni site

Uses Google as her home page, and reads CNN online

Used the web to find the name of a local official

Aged 30-45Well educated45% married with childrenOver half use the web 3-5 times a week65% use search engines

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Stories for your personas let you explore situations and ideas

The persona as a character provides perspective

The relationships create the context

The imagery suggests emotional connections

The language can suggest the voice of the persona

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There is nothing more frustrating than waiting for the bus in the snow when you’re already running late for work.

Sandra didn’t like snow much anyway, but she liked standing at her bus stop even less.

Had she missed it? Was it even running with all this snow?

She ran over her options in her mind. None of them were going to get her to work on time.

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What design ideas does the story suggest?

And stories help you explore ideas in context!

Put bus schedules on the web with real-time updates

Signs at the bus stop saying how long until the next one Service alerts with emails

about problems

Send a text message and get a message back with the ETA for the next bus

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Evaluating with stories

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Stories can be used to create scenarios for usability testing

They create a realistic context because they are based on real stories.

They give you a range of stories and perspectives to draw on.

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You commute to work on a suburban bus line. You have a meeting in the morning, and don’t want to be late.

But, as you eat breakfast you see that snow is piling up on the road.

Find out if your bus is running on time this morning.

Transforming a story to a test task Turn the story to set up the situtation, then let the

participant “finish the story” as the test task.

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Stories can make your usability work more effective

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Storytelling for User Experience:Crafting stories for better design

Whitney Quesenbery & Kevin [email protected]@media.mit.edu

Blog and book sitewww.rosenfeldmedia.com/books/storytelling/

Ilustrations available under Creative Commons www.flickr.com/photos/rosenfeldmedia/