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Better Experiences by Involving Customers

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January 15, 2014
Design
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Better Experiences by Involving Customers

Presentation given at the On-Site.com company retreat in Phoenix Arizona.

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thoughtmerchant

January 15, 2014

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Transcript

  1. Better Experiences by Involving Customers Presented by: ! Dave Luciano,

    User Experience Designer, On-Site Steve Berry, Principal , Thought Merchants

  2. Dave Luciano On-Site User Experience Designer ! [email protected]

  3. PHX

  4. 2013

  5. UX @ On-Site

  6. Steve Berry Thought Merchants UX / UI / Design !

    www.thoughtmerchants.com @thoughtmerchant

  7. I work with start-ups & emerging companies.

  8. None
  9. None
  10. None
  11. None
  12. None

  13. Agents Renters

  14. Great Experience Must: Delight Get out of the way Improve

    process

  15. Sooooooo… User Experience?

  16. User Experience UX = “User experience” encompasses all aspects of

    the end-user’s interaction with the company, its services, and its products. http://www.nngroup.com/articles/definition-user-experience/ — Nielsen Norman Group
  17. None

  18. - envis precisely GmbH 2009 - www.envis-precisely.com

  19. How do we use these disciplines to create better experiences?

  20. None

  21. We watch our users study

  22. Very Simple Low Touch Highly Immersive Analytics Click Tests Usability

    Testing Contextual Ethnography

  23. Analytics

  24. Click Tests

  25. Usability Testing

  26. User Moderator

  27. None

  28. 1 2 3 Task List

  29. Ethnography

  30. Why?

  31. Making products for the web is hard work.

  32. We all suffer from the Malkovich Bias. The tendency to

    believe that everyone uses the web like you do.
  33. None

  34. Let’s Validate an Idea!

  35. Flight Check-in! Eagle Air Beagle Air

  36. Go to: uxmachine.com/retreat

  37. 10 Seconds Remaining

  38. Phones Away

  39. The Experiences

  40. Beagle Air

  41. Beagle Air

  42. Eagle Air

  43. Eagle Air

  44. The Test Tests running for a week. ! Over 200+

    unique responses ! 50 / 50 split male / female. ! ! !

  45. Beagle Air 87% Completion 22s 57% Completion 10s 70% Completion

    8s

  46. Eagle Air 82% Completion 10s 99% Completion 4s 100% Completion

    4s

  47. Results Eagle Air 81% success ~16 seconds Beagle Air 35%

    success ~34 seconds
  48. None
  49. None
  50. None
  51. None
  52. None
  53. None

  54. Critical Path Interactions

  55. Validation of Core Functionality

  56. None
  57. None
  58. None

  59. The Results?

  60. 75% 13s

  61. 70% 5s

  62. 67% 3s

  63. None
  64. None
  65. None
  66. None
  67. None

  68. Very Simple Low Touch Highly Immersive Analytics Click Tests Usability

    Testing Contextual Ethnography
  69. None
  70. None

  71. “Watching people use the stuff you build is the best

    way to confront the Malkovich Bias.” — Andres Glusman VP Strategy, Product & Community Meetup

  72. Images courtesy of businessinsider.com

  73. None
  74. None

  75. User Moderator

  76. A B B

  77. None

  78. NO NO NOPE Leasing agents?

  79. None

  80. Big Round of Testing Wrapped in December 8

  81. None
  82. None

  83. Task 1: ! Change the image on the front page

    of your community’s website.

  84. Task 2: ! Check out the change by visiting your

    website. What is the URL?

  85. User Dave

  86. None

  87. Insights: ! Amenity widget is confusing ! Resilient user is

    successful

  88. Hypothesis: ! A checklist will perform better than an “add

    to” bucket.

  89. Start

  90. Insiders

  91. None

  92. Sign up: on-site.com/insiders ! Text: INSIDERS to 63-ONSITE-33 (636-674-8333)

  93. 2014 ?

  94. Experience Must: Delight Get out of the way Improve process

  95. Thanks

  96. 5:00pm Depart for Wrigley Mansion 5:15pm Sunset dinner & reception

    8:00pm Shuttle back to hotel 8:15pm Marshmallow roast Tomorrow 7:00am Breakfast 8:30am Session begins