2. @whatusersdo #CampDigital
Enemies of UX & how to defeat them
⢠2 slides to keep Marketing happy
⢠3 reasons why me?
⢠1 competition
⢠Top 10 Enemies Chart
⢠10 minute scoring workshop
⢠5 things to do. Next week.
6. @whatusersdo #CampDigital
Competition*
⢠Join User Experience Insights on LinkedIn
⢠Comment or start a discussion
⢠Entered into a £2k Managed Service draw
*If you are watching on iPlayer competition will be closed.
7. @whatusersdo #CampDigital
UX Enemies
⢠Countdown chart based on severity
⢠From clients, research & experts
â Case Studies
â Anecdotal evidence
â What the best do
⢠Score yourself/your neighbour
8. @whatusersdo #CampDigital
#10 Analytics & Data = UX insight
⢠Only What and How Many not Why
⢠At best indicate where there is a problem
â not Why
⢠You only have Analytics for your site
â Most users donât convert on your site
⢠The Best gather UX insight to understand Why
10. @whatusersdo #CampDigital
#9 Best practice & 3rd party research
⢠What exactly is best practice?
â Especially in mobile?
⢠Relying on 3rd party research does not answer
Why?
⢠X% of users say they would âdo this or not do
thatâ
11. @whatusersdo #CampDigital
Why?
⢠Because itâs hard to checkout
⢠Because they think they are missing something
67%
of users start on
a SmartPhone
& finish on a
computer (Google
Research)
13. @whatusersdo #CampDigital
#8 Website refresh will fix it
⢠20% of incoming sales calls are from failed re-
designs
⢠Bad: we re-designed because we thought we
needed to
⢠Worse: because we re-platformed
⢠The Best make smaller changes based on
evidence
14. @whatusersdo #CampDigital
#7 Occasional Usability Labs
⢠Not often enough
⢠Too remote (yes, thatâs right)
⢠Not socialised
⢠Hammer to crack a nut
16. @whatusersdo #CampDigital
#6 UX Imposters
⢠MVT â UX
⢠Session recording â UX
⢠Hypothesis based on hunches
⢠Incremental improvements
⢠The Best use UX insight to make these tools
work harder
17. @whatusersdo #CampDigital
#5 Your Design Agency
⢠An enemy of UX
⢠Yes, they are
⢠The Best test their Agency deliverables with
users
⢠Checklist later on in this deck
20. @whatusersdo #CampDigital
#3 Aspirational design
⢠Your competitors have not got it right
⢠The Best see competitors through usersâ eyes
â Observing users starting at Google
â Or user benchmarking
21. @whatusersdo #CampDigital
#2 Process will fix it
⢠Agile does not = good UX
⢠Culture is more important
⢠The Best are creating Satellite teams
22. @whatusersdo #CampDigital
#1 Guessing
⢠Not finding out Why?
⢠Hunches, instinct and opinion
⢠HiPPOs
â Worse HiPPPOs! (the extra âPâ means Partner i.e.
âHigh Paid Personâs Partnerâs Opinionâ
62% base design decisions on hunches
and guesswork
23. @whatusersdo #CampDigital
UX Enemies Chart
#1 Guessing
#2 Process is a panacea that will fix it
#3 Aspirational Design
#4 Focus Groups & Surveys
#5 Your Design Agency
#6 Thinking itâs done with Imposters (e.g. MVT)
#7 Occasional Usability Labs
#8 Website re-fresh or re-design
#9 Relying on best practice & 3rd party research
#10 Relying on analytics & data
24. @whatusersdo #CampDigital
New Chart entrants discussed during
the workshop
⢠Itâs qualitative, how can it be so good?
⢠Thatâs all fine, but the CEO over-ruled the
insight!
25. @whatusersdo #CampDigital
Enemies are caused by wrong inputs
Inputs you have: Inputs you need:
⢠Data
⢠Opinion
⢠Hunches
⢠HiPPOs
⢠Surveys
⢠Focus Groups
⢠Best practice
⢠Insight from User
Observation
⢠Backed up by Data
26. @whatusersdo #CampDigital
5 things you can do next week
You canât change culture, but you can chip away
at it
⌠otherwise you may become a UX Martyr!
27. @whatusersdo #CampDigital
1 Read
⢠Why most UX is shite by Leisa Reichelt
⢠This CRE article with a long title:
We have designed pages for more top-500
websites than any other company. Hereâs why
they are winning.
28. @whatusersdo #CampDigital
2 Introduce âWhy?â into meetings
⢠What if we knew Why?
⢠Rather than guess, shouldnât we find out
Why?
⢠*Boss level+ Itâs worth validating with
customers to see how right you are!
29. @whatusersdo #CampDigital
3 User Exposure
⢠Guerrilla testing
⢠WhatUsersDo
⢠âJust try and order something or get your
husband to!â
⢠Closest thing UX has to Silver Bullet
30. @whatusersdo #CampDigital
4 Use Case Studies
⢠From this presentation
⢠We have many â just ask or tweet us
⢠Mobile Moves On Event & Report
31. @whatusersdo #CampDigital
Conversions Up 9.5%
By observing users
Ripped up their dev plan
We deliver incredible results
Contact Us:
WhatUsersDo, United House, London, N7 9DP
P. +44 (0)207 036 1950, nick.imrie@WhatUsersDo.com
AO.com Case Study
32. @whatusersdo #CampDigital
5 Choosing âUXâ Designers
⢠Emphasis on User Insight
â Professional in-house User Researchers
â How do you deliver a great UX?
â Plan that includes UX Testing & users