ux plateau of tolerance

This course is a graduate-level class that explores the process of developing user-experience prototypes. Students learn practical

UX prototyping skills to successfully present, simulate and implement their designs in modern authoring technology.

This provides students with a means to produce core functionality and the vocabulary to communicate with the

developers that will ultimately be coding their design solutions.

User-Experience Prototyping

P r o f e s s o r D A V I D E D W I N M E Y E R S



REQUIREMENTSStudents taking this course must have access to a high-

speed Internet connection, the Adobe Creative Suite (specifically Adobe XD), a word processing software or

Google Docs, an LWC WebSpace or web hosting account and access to a modern computer with ample processing

power and RAM to support the software.



• The term user experience was introduced by user-experience architect and author Donald Norman.

• User-Experience, or UX, is the way a user feels about a product, system, or service.

• In the last few years, one major lesson the technology industry has learned is that offering high-tech gizmos is not the only way of capturing market share. They need to think of the user.

• They need to build an experience in which the user finds it easy, comfortable and rewarding to interact with the solution.

• UX does not stop at physical products. We see UX in every aspect of user and consumer



• How can we create a user-experience before we actually create a product?

• What must be done before we create a prototype?

• What kinds of prototypes can we create in an efficient manner in order to get user feedback?



Per W3 Schools survey of browsers from March, 2016.

Chrome: 69.9 %Firefox: 17.8 %Internet Explorer: 6.1 %Safari: 3.6 %Opera: 1.3 %



Per W3 Schools survey of display sizes from Jan, 2016.

Higher 1920x1080: 30.7%1920x1080: 18%1366x768: 35%1280x1024: 6%1280x800: 4%1024x768: 3%800x600: 0.3%Lower 800x600: 3%



Per W3 Schools survey of mobile from March, 2016.

Total: 5.1%

iOS: 1.24%Android: 3.41%Windows: 0.38%Other: 0.10%



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Five Planes of User Experience

• In the book Elements of the User Experience, Jesse James Garrett explains the concept that a Web site is comprised of one or more pages

• Even though the pages may differ in content and functionality, users expect to interact with the site as a whole

• Imagine walking into a Walmart, Target, or similar store where they have multiple aisles of goods that differ from each other. We don't associate individual aisles, but take our entire experience of the store as a whole

• The five planes of UX provide a conceptual framework for our understanding of the process of Web design



First impression/image/visceral (High Fidelity)

Navigation and flow (Wire Framing – Med and Low)

Architecture, Taxonomy and Organization (Maps and Low-Fi)

Context, User Research, Stakeholders Interviews, etc.

Contextual Inquiry, Competitive Analysis, Market Research, etc.



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Task/Time RelationshipThe UX Plateau Effect

(based on user tolerance)

CONCLUSION



USER < PRIMARY BENEFACTOR

OBJECTIVE

TASKS

Anatomy of a User-Experience(Examining the Task/Time Relationship and UX Plateau Effect)

TIME



Task/Time Relationship and UX Plateau Effect• A User-Experience consists of:

• User• Primary Benefactor (usually the User)• Objective• Set of Tasks to meet objective (process, steps, milestones, etc.)• Time it takes to complete the objective (expedited versus sticky)• Conclusion (Result: Success/failure, user opinion, abandonment, etc.)

((Tasks + Time) Objective) = Conclusion




Expedited vs Sticky



(FANDANGO Task/Time Relationship and UX Plateau Effect)

Point A (1-2 sec) Point B (1-2 sec) Point C (1-2sec) Point D (2-3 sec)



Title Benefactor Objective Time Type Tasks Time Conclusion

Fandango Mobile App

User Find movie title, theater

and time

Expedited - Launch app- Choose Theatres

- Choose My local theatre- Scroll movie list- Objective met

5 sec User happy – no frustration – easy to use

BBT Mobile Banking

User Check balance on checking

account

Expedited - Launch app- Log in

- Accounts listed- Objective met


Email App User Check and read email

Expedited - Launch app- Chose email account

- Email loads and displays- Click email to read

- Objective met


How can we map or measure a Task/Time Relationship and UX Plateau Effect?This matrix can be used for both your initial targets as well as user observation.



What about a Task/Time Relationship and Plateau Effect for:

• Services or consumer experiences?• Environment and Spaces?

• Physical devices?• Complex systems?

• Print and visual communication?

This is presented as holistic theory…



What about a Task/Time Relationship UX for a service or consumer experience?

ATT User-Experience (Consumer/Service)




ATT ConsumerCase 1

User Buy iPhone charger cable

Expedited - Approach store- Enter store

- Met by greater- Name placed in queue

- Wait- Name called

- Interact with ATT rep- Cable acquire- Check out/pay- Objective met

6 sec User did not enter due to

seeing the store crowded with

people.Use cancelled

the experience.

ATT ConsumerCase 2



- Met by greater- Name placed in queue- Told to go to downstairs

showroom- Wait, wait, wait- Name called

- Interact with ATT rep- Cable acquired- Check out/pay- Objective met

20 min User entered store due to only

seeing one or two consumers

inside. Waited in showroom. A bit

frustrated by wait. But met

objective – User happy.

What about a Task/Time Relationship UX for a service or consumer experience?




ATT Consumer’sMENTALMODEL



- Acquire cable- Check out/pay- Objective met

1 min User happy – no frustration –

easy to acquire

ATT Consumer’sACTUAL

EXPERIENCE

UserOR

ATT?

Buy iPhone charger cable

ExpeditedOR

Sticky?

- Approach store- Enter store

- Met by greater*- Name placed in queue- Told to go to downstairs

showroom- Wait, wait, wait- Name called

- Interact with ATT rep*- Cable acquired- Check out/pay*- Objective met

20 min User entered store due to only

seeing one or two consumers

inside. Waited in showroom. A bit

frustrated by wait. But met

objective – User happy but feels

service was suspect – even

duped.

Mental model of how user (consumer) thinks versus the challenge we are faced with…




“As a UX Designer and Academic.I appreciated the hustle.”



1 2 3

Objective Met



if ((x.tasks + x.time) < (u.mental model + u.tolerance){UX = “success”;

} else {UX = “failure”; // certainly problems

}



My FANDANGO Mobile AppUser-Experience Map

Spotlight Movies Theaters On Now Account

01 02 03 04 05

Launch App

01

02

03

04

05




Spotlight Movies Theaters On Now Account

01 02 03 04 05

Launch App

01

02

03

04

05

Point A

Point B

Point C

Point D



Visualize time as a measurable dimension*

Point A B C D




Understanding and controlling this can lead to a successful User-Experience

Point A B C D

Visualize time as a measurable dimension*




Point A D

B C

Understanding and controlling this can lead to a successful User-Experience

Time as a measurableDimension*





Manageablematches mental model




Risk of abandonment Risk of abandonment



Time as a measurable4th Dimension

Understanding and controlling thisCan lead to a successful User-Experience

Point A D

B

C

“Cognitive Friction”Alan Cooper – About Face

Confusion

Lack of Clarity

Poor Vernacular

Lack of appropriateAffordances

Poor Hierarchy

Poor TaxonomyPoor Visual Design

Poor Type

Frustration

Too much Time to perform Tasks

Slow load times



Point A DB C

Abandonment

The UX Plateau Effect



IRONY




Expedited vs Sticky



Task/Time Relationship and UX Plateau Effect• A User-Experience consists of:

• User• Primary Benefactor (usually the User/Sticky: Stakeholders)• Objective• Set of Tasks to meet objective (process, steps, milestones, etc.)• it takes to complete the objective (expedited versus sticky)• Conclusion (Result: Success/failure, user opinion, abandonment, etc.)

((Tasks + TimeX) Objective) = Conclusion

Time



One could conclude that our challenge is:

Match or out perform a users mental modelof the User-Experience.

Easier to do if “Time Type is Expedited”Harder to do if “Time Type is Sticky”

Exceptions – Games, entertainment and certain engagement experiences my actually match



T A K E A W A Y S

Consider, measure and emphasize Time as a key dimension for successful User-Experiences.

• Consider and determine time type as Expedited or Sticky• Consider the Primary Benefactor• Even when the Primary Benefactor is NOT the user – and the time type

is Sticky, be considerate of the user• This can be tested and quantified using rubrics, observation and with

user testing – your Mesa Effect can be quantified