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Editor's Notes

• #3: 15 years in the usability and UX space, most of it at the management level of some sort Last stint before Dius was 8 years at Stamford (Aus’s largest specialised UX agency) I’ve done my 10000+ hours
• #4: My talk - So why the title?
• #5: Who knows Dius?
• #6: privately owned 100 staff in both Melb & Syd In May next year we will be 10 years old SW engineers at heart, BA, hardware engineers, UX Agile and nimble People drive our culture to innovate We believe in a strong and vibrant community. We sponsor conferences and meetups. Our employees give their time and skills to solve community problems.
• #7: Product and technology strategy: what product should be built, how to get it to market. We do this for our own products too. Web applications: QANTAS-Jetstar accommodation booking, Vodafone self-service Application-specific devices: a fridge magnet for displaying in-home energy usage Mobile applications: the iPad app for Australia Post Digital Mailbox
• #9: Any uxer’s out there? Hand up. Who can confidently define what UX means?
• #10: Firstly, most people still don’t know the breadth of user experience skillset (uxisnotui)
• #15: Two approaches to measuring UX
• #17: UX metrics are relatively easy and black and white, so I won’t be covering them today. You can google and find out all about them.
• #18: In this I’m going to cover the qualitative aspects.
• #19: So you’re probably thinking to yourself what does Qualitative measurements look like in your agile project
• #21: When you don’t have access to users. I used this when working for an enterprise startup - OTI
• #22: Enterprise startup using Lean Startup approach.
• #25: Next best thing to users Managed to capture and count the number of times the following themes occurred: Motivations and expectations to study Concerns/fears/barriers/pain points Ideal experience and channel Outcome: Personas Feature sets Hypotheses
• #26: Watch out for anecdotes. Plural of anecdote is anecdotes, not data!
• #27: What worked well
• #31: Qualitative, small size but to go deep and understand sentiments, reasons for behaviours and perceptions etc. As we had planned to run experiments throughout the project, keeping it lean and light was important.
• #32: Things to look out for when running group-based sessions: poor facilitation, group think, In quant, each data is seen as being independent. In a focus group, the entire session = 1 data point, due to Group Think effect. We split users up and do activities to increase our data points
• #33: Outcomes
• #34: What didn’t work so well
• #35: Stakeholders got total buy-in – no barriers to convince re findings
• #36: Moderated usability testing
• #38: As we had planned to run experiments throughout the project, keeping it lean and light was important.
• #39: How many know about the Nielsen Norman Group? Godfathers of usability and UX, especially when it comes to research and field studies.
• #41: Online classroom was changed to Online study centre Seeing two modes side by side preferred over tab Seeing full course price was still important
• #42: What didn’t work so well
• #43: What worked well
• #44: Lean experiment report
• #47: Results annotated, tallied up, prioritised, recommendations made and fed back the end of that very day.
• #49: PM happy.
• #50: So how much do these activities cost Ux REDUCES COST INCREASES PRODUCTIVITY SALES BRAND LOYALTY AND ADVOCAY Just to name a few Research was done by Forrester Research that suggested the cost of fixing code was 10 times the cost of the design activities if done upfront , and up to 100 x when the product was launched
• #51: We have trusted partners / market research recruiters that find our users form a large database
• #53: Picking the right technique is very important. And these questions can help you choose and narrow down on the technique you need.
• #54: For the OTI project, I spent 1 hour very early on defined the research/experiment approach, costed it and put it to the PM. It was included in the budget and signed off. Now some of you may not have access to the person with the wallet, or the budget may have already been allocated prior. In this case, you may have to take a more guerrilla approach to your experiments, OR find an advocate who can play in your team to try and convince a minimum number of user sessions.
• #55: Keep it lean, quick and fast 5 – 6 users per experiment Prioritise issues Feedback quickly You don’t want to be seen as been the bottleneck – pragmatism is important
• #56: Get them to observe If not, make sure you run through your issues Agree on pivots and recommendations
• #57: Use consistent approaches to test and report Consider using templates Benchmark as design matures for future measurability
• #58: Use consistent approaches to test and report Consider using templates Benchmark as design matures for future measurability
• #62: If too expensive, to Guerrilla Usability Testing Shorter, often 15 – 30 mins Few features tested Often, on the road or at the participant’s location, and with some training developers can do it (Steve Krug’s book – This is not Rocket Surgery) Book by Steve Krug – Rocket Surgery Made Easy provides tips on how anybody can conduct usability testing.
• #63: You can convert a usability problem into a frequency, using confidence intervals Categorizing and counting issues N= + 30 = good estimate for standard deviations, otherwise stick with t-distribution
• #64: As the product matures, you can introduce more UX metrics and quantitative measurements
• #65: Measuring the User Experience is more statistical, and assumes you have an existing product or service.