An Introduction toUser eXperienceMarion Boberg

"User experience" encompasses all aspects of the end-user's interaction with the company, its services, and its products. Jakob Nielsen & Don Norman.

What is UX?• User experience (UX) involves a person's behaviors, attitudes, and emotions about using a particular product, system or service.

• User experience includes the practical, experiential, affective, meaningful and valuable aspects of human-computer interaction and product ownership. Additionally, it includes a person’s perceptions of system aspects such as utility, ease of use and efficiency.

• User experience is dynamic as it is constantly modified over time due to changing usage circumstances and changes to individual systems as well as the wider usage context in which they can be found.

UX is different from:• Usability:

Usability answers the question, “Can the user accomplish their goal?”

User experience answers the question, “Did the user have as delightful an experience as possible?”

• UI stands for User Interface. UI usually means only the visual design portion the user will interact with.   In the software world, UI means everything that shows up on the

screen: the images, text, diagrams, and widgets as well as their color, size, and positioning.

User Experience is the entire engagement the user will feel while using your product.

Link between Usability and UX

Why• Why user experience matter?

Bad UX (e.g. overloaded servers and downtime, problems with account creation, difficulty filling out applications) can create negative emotionnal connection toward a product, a website, a brand...

Bad UX loose customer and bad reputation

Bad design & UX can cost your life. E:G healthcare devices (e.g. cancer medecine automated pump)

Where... In any product, service or process...

“I open my eyes. Lush light floods the room, birds chatter. It is only 6:30 o'clock in the morning, but I feel well-rested and alive; time to get up, to brew some coffee. Are you jealous of my morning routine? Were you startled out of your sleep by a merciless alarm clock? Was it dark outside, no birds around, and did you feel groggy and bleary-eyed?”“The experience described was not created by sun and birds, but by Philips' Wake-Up Light. […] It is artificial, but not vulgar. And more importantly, it substantially changes the way one wakes up. It changes the experience. The object itself, its form, is rather unremarkable.”Marc Hassenzahl, Experience of the Philip’s wake-up light

A Fun UX“This is a Philippe Starck juicer, produced by Alessi. It's just neat; it's fun. It's so much fun I have it in my house -- but I have it in the entryway, I don't use it to make juice. In fact, I bought the gold-plated special edition and it comes with a little slip of paper that says, "Don't use this juicer to make juice." The acid will ruin the gold plating. So actually, I took a carton of orange juice and I poured it in the glass to take this picture. “Don Norman (2003): 3 ways good design makes you happy, Ted Talk.

How to Design for positive UXUser centric design/User Centered Design (UCD)• Requires observation of user

behavior in real world tests with actual users.

• Tries to optimize the product around how users can, want, or need to use the product.

• NO ”they can learn” attitude!

•Who are the users of the document?•What are the users’ tasks and goals?•What are the users’ experience levels with the document, and documents like it?•What functions do the users need from the document?•What information might the users need, and in what form do they need it?•How do users think the document should work?•What are the extreme environments?•Is the user multitasking?•Does the interface utilize different inputs modes such as touching, spoken, gestures, or orientation.

Tools to design for great UX Creation process: List, Describe, Organize your ideas.

Users needs, User requirements Use cases, Personas, User stories,

Scenario Flow charts, Mind maps, (e.g: )

Prototyping tools: Visualize your ideas by Sketching :

Paper prototype Wireframing Storyboards Work flow Concept maps

Testing methods:• Test your requirement list:

Prioritize with Card Sorting • Test your design: Heuristic

Evaluation• Usability testing : give specific

tasks, compare real product, role playing test...

• Guerrilla testing UCD (user centric design)

Mindmaps (e.g.: coggle.it)

PersonasElements of a Persona• Personas generally include the following key pieces of information:• Persona Group (i.e. web manager)• Fictional name• Job titles and major responsibilities• Demographics such as age, education, ethnicity, and family status• The goals and tasks they are trying to complete using the site• Their physical, social, and technological environment• A quote that sums up what matters most to the persona as it

relates to your site• Casual pictures representing that user groupSource: http://www.usability.gov/how-to-and-tools/methods/personas.html

Tools: • Usable

Persona

• Persona toolkit

User storiesDifferent templates can be used:

• "As a <role>, I want <goal/desire> so that <benefit>“

• "As a <role>, I want <goal/desire>“

• "In order to <receive benefit> as a <role>, I want <goal/desire>“

• "As <who> <when> <where>, I <what> because <why>."

• Search for customersAs a user, I want to search for my customers by their first and last names.

• Modify schedulesAs a non-administrative user, I want to modify my own schedules but not the schedules of other users.

• Run testsAs a mobile application tester, I want to test my test cases and report results to my management.

• Start application with last edit As a user, I want to start an application with

the last edit.

Use Case 1/2a use case is a list of steps, typically defining interactions between a role as an “actor” and a system, to achieve a goal. The actor can be a human, an external system, or time.Title: "goal the use case is trying to satisfy“Main Success Scenario: numbered list of steps.Step: "a simple statement of the interaction between the actor and a system"Extensions: separately numbered lists, one per Extension.Extension: "a condition that results in different interactions from .. the main success scenario". An extension from main step 3 is numbered 3a, etc.

Use case model of a secure adress book

Paper prototype

• Get your ideas visual• Get the flow of the action right,

blue print or story board, wireframe

• Look how to visualize it on small screen, tablet...

• Use paper templates: • Use free app

POP Prototyping paper

Card sorting method• a quantitative or qualitative

method that asks users to organize items into groups and assign categories to each group. This method helps create or refine the information architecture of a site by exposing users’ mental models.

• A beginer guide to Card sorting method.

• Card sorting: video.

• Tools: • Conceptcodify (free trial)• Trello

Heuristic/Expert Evaluation• A heuristic evaluation is a

usability inspection method for computer software that helps to identify usability problems in the user interface (UI) design.

• In an expert review, the reviewers already know and understand the heuristics. Because of this, reviewers do not use a specific set of heuristics. As a result, the expert review tends to be less formal, and they are not required to assign a specific heuristic to each potential problem.

• Visibility of system status.• Match between system and the real world.• User control and freedom.• Consistency and standards. • Error prevention.• Recognition rather than recall.• Flexibility and efficiency of use.• Aesthetic and minimalist design.• Help users recognize, diagnose, and recover

from errors.• Help and documentation.

Nielsen’s Heuristics

Tools to measure UX• How to measure UX; User Experience

of an interactive product or a web site is usually measured by a number of methods, including questionnaires, focus groups, and other methods.

• A freely available questionnaire is the User Experience Questionnaire UEQ. It allows a quick assessment of the user experience of interactive products. The format of the questionnaire supports users to immediately express feelings, impressions, and attitudes that arise when they use a product.

  1 2 3 4 5 6 7    

annoying enjoyable 1

not understandable understandable 2

creative dull 3

easy to learn difficult to learn 4

valuable inferior 5

boring exciting 6

not interesting interesting 7

unpredictable predictable 8

fast slow 9

inventive conventional 10

obstructive supportive 11

good bad 12

complicated easy 13

unlikable pleasing 14

usual leading edge 15

unpleasant pleasant 16

secure not secure 17

motivating demotivating 18

meets expectations does not meet expectations 19

inefficient efficient 20

clear confusing 21

impractical practical 22

organized cluttered 23

attractive unattractive 24

friendly unfriendly 25

conservative innovative 26

Attractivenessannoying / enjoyablegood / badunlikable / pleasingunpleasant / pleasantattractive / unattractivefriendly / unfriendly

Design QualityStimulation

valuable / inferiorboring / exitingnot interesting / interestingmotivating / demotivating

Noveltycreative / dullinventive / conventionalusual / leading edgeconservative / innovative

Use QualityEfficiency

fast / slowinefficient / efficientimpractical / practicalorganized / cluttered

Perspicuitynot understandable / understandableeasy to learn / difficult to learncomplicated / easyclear / confusing

Dependabilityunpredictable / predictableobstructive / supportivesecure / not securemeets expectations / does not meet expectations

When to use what method

Methods check the link!

I am also here to help you select the right method depending on the scope and nature of your project!!!

Thanks!

References 1/2• Hassenzahl, Marc (2013): User Experience and Experience Design. In: Soegaard, Mads and

Dam, Rikke Friis (eds.). "The Encyclopedia of Human-Computer Interaction, 2nd Ed.". Aarhus, Denmark: The Interaction Design Foundation. Available online at https://www.interaction-design.org/encyclopedia/user_experience_and_experience_design.html

• http://www.nngroup.com/articles/definition-user-experience/• https://blogs.wayne.edu/waynedotedu/2013/06/07/ux-in-a-nutshell/• TED Talk about UX

Don Norman https://www.youtube.com/watch?v=RlQEoJaLQRA On the design of everyday things, Don Norman https://www.youtube.com/watch?v=Wl2LkzIkacM Creating positive UX: 7 Principle.

• Usability.org (excellent source of practical informations)• http://usabilitygeek.com/the-difference-between-usability-and-user-experience/ (many ref of

the différence UX and Usability)• http://www.smashingmagazine.com/2010/10/05/what-is-user-experience-design-overview-tools

-and-resources/

• UX course: https://www.youtube.com/watch?v=O8zmUJqxrng

References 2/2http://ia.net/blog/the-spectrum-of-user-experience-1/UX prototyping tutorial: Design process overview | lynda.com https://www.youtube.com/watch?v=WcFSZGvXtjAThe Psychologist view on UX: http://uxmag.com/articles/the-psychologists-view-of-ux-designUxmag.comPrinciples of Interaction Design: http://asktog.com/atc/principles-of-interaction-design/Great source of information: http://www.uxmatters.com/index.php

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