Slides and worksheets from a workshop presented at the IA Summit, 2011
During any product development process, interaction designers and researchers must communicate with internal and external team members and decision makers. All too often we talk the UX talk but we forget to walk the UX walk: we send out deliverables without thinking about our needs, the needs of the recipients and what we want to achieve.
Creating design deliverables that address the needs, goals and constraints of those team members will enhance your credibility as a design expert while improving the overall effectiveness of your organization.
This presentation includes a lean framework for understanding users' needs and goals that can help you design the right deliverable (or interface) at the right time for any working environment.
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Practicing What We Preach: designing usage centered deliverables
1. Practicing what we preach
usage-centered approaches to
designing effective deliverables
Aviva Rosenstein, PhD
Salesforce.com
arosenstein@salesforce.com
Twitter: @uxresearch
2. Design Deliverables
• documentation or artifacts from
the UX design process
• NOT the final product of the
design process
• created in order to help make
something happen
4. There are lots of different deliverables in UX
(Here’s some from a list of 42 UX deliverables, from a workshop at CHI 2002)
1. Methodology
2. Offering & Methods
3. Business Problem
4. Markets vs. Products
5. Business Requirements / Context / Comparative Analysis
6. Understand User
7. Understand User Process + Contextual Inquiry
8. Understand User Context
9. Understanding Phase + Prototype for Concept Definition
10. Benchmark
11. Service Concept
12. Document Existing Work
13. Customer Requirements vs. Feature Sets
14. High Level Concept
15. Define Concept + Evaluate Mode
16. Feature List, Functional/Non-functional Requirements
17. Deconstruct Story into Elements
18. Release Plan
19. Design Underlying Structure
5.
6. No cookie
cutter
solutions,
today.
Agenda:
1) Define framework
for identifying
deliverable design
criteria
2) Try it out
3) Share findings
10. • What job functions or roles are
related to this task?
ROLES
• What are the characteristics of
Role Models, people in those roles?
Role Maps
• What are the relationships
between the roles?
Roles
• How do they interact?
11. Examples of Role relationships:
specific roles: Contributor
Designer Implementer
Developer Recommender
Content Specialist Approver
Researcher Decision Maker
Product Owner
Business Owner
Other stakeholders…
12. • What are you trying to do or to
PURPOSE say?
Intentions
Goals • What do the other actors want
Needs or need?
Tasks
• What do you need to make
happen?
• What type of response is
desired?
Purpose
13. Tasks: Examples
• Obtain information • Encourage investment
• Explore alternatives • Provide information
• Synthesize insights • Define a process
• Articulate a concept • Specify requirements
• Gather feedback • Communicate standards
• Spark discussion • Close a deal
• Socialize an idea • Report status
• Make recommendations • Track activities
• Achieve consensus • Demonstrate progress
14. Explore
INTENTIONS Inform
A few examples:
Alert
Explain
Illustrate
Specify
Recommend
Purpose
Persuade
15. Agreement
NEEDS Acceptance
A few examples:
Approval
Action
Confirmation
Decision
Purpose
16. CONTEXT • Organizational
OF USE relationships
• Type of culture
• Physical environment
• Time dependencies
• Complexity
• Operational
constraints
Context
17. Context: stage in project lifecycle
Prototype Alpha Beta GA
Stage of product lifecycle
Ideate Analyze Design Implement Deploy Maintain
Tasks are often (not always) related to a
specific stage of the development process
18. CONTENT
Concise Detailed
CRITERIA
Emotional Analytical
Rough Polished
Content
Ephemeral Lasting
Appropriate level of
•Detail
•Emotional appeal
•Polish
Timeframe: Is this content used once, or over a longer period?
20. Persona examples
Get them in the hands of
developers, product owners,
other stakeholders…
21. Your turn: Role Modeling
1. Pick a partner or two TASK:Approve visual design direction
2. Pick a role and a context
P B
3. Identify a task relevant ID O O
to that role (and to you)
4. Write one role to an Dev
11x17 sheet: VzD Mgr
– Name of role
ROLE: Business Owner
– Task TASK: Approve visual design direction
– Context of use CONTEXT: Internal waterfall development process;.
Supervises multiple product managers, makes final
– Role Characteristics
go/no go decision. Not knowledgeable about UX.
– Content Criteria Frequently consumes materials on mobile devices; no
5. (If there’s time) map familiarity with common design tools. May share
mocks and with colleagues or C-level execs.
role relationships
relevant to that task on ROLE CHARACTERISTICS: short attention
another 11x17 sheet span/under significant time pressure, metric and
visually-focused.
6. Share with your table
mates CONTENT CRITERIA: brief, clear presentation in
common formats consumable on mobile devices
22. Pick a Role and a Context
• Interaction • Internal team • Remote team • Agile
designer • Agency • Co-located team • Waterfall
• User Researcher partnership
• UX Manager • Project-based
• Developer vendor Small design
• • Startup
• Product • Other… agency • Small business
Manager • Large agency • Medium size
• Business Owner • Other… firm
• Executive • Very Large
Stakeholder Organization
• Potential client • UX team of 1
• Other…. • Large UX team
• Other…
ROLE CONTEXTS
23. Pick a Task:___________________
• What are you trying to do or to say?
• What do you need to make happen?
• What type of response is desired?
• From which actors?
24. Role characteristics:___________
Goals Subject matter knowledge
Needs
Computer skills
Frustrations
Motivations
Language proficiency
Attitudes Skill with particular
product or system
toward task/job
For each skill, are they:
toward technology used
Novices
Trigger(s) Advanced beginners
for action Intermediates
Experts
for inaction/roadblocks
25. Context of: ________________
Where and when do users do the task? Task Characteristics:
In what environment? Frequency
What corporate culture? Regularity
Where in development process? Continuity
Intensity of use
Direction of information flow?
Timeframe to act
Device constraints/ media channels?
Complexity
Needs for
Auditability Predictability
Accuracy & Credibility Who controls the process?
Confidentiality
Operational/safety risks Other roles involved:
Legal/regulatory restrictions
26. Wrapping up:
• Did you have enough information to define
context, role characteristics and content
criteria for the role you picked?
• How well can you define context,
characteristics and content criteria for all
roles you interact with?
27. Learn more:
• Brown, Dan (2011) Communicating Design: Developing Web Site
Documentation for Design and Planning (2nd Edition)
• Constantine & Lockwood (1999): Software for use: a practical guide
to the models and methods of usage-centered design
• Fulcher, Glass & Leacock, (2002): Deliverables that Clarify, Focus,
and Improve Design, UPA 2002
http://leacock.com/deliverables/index.html
• Instone, Keith (2002): HCI & IA: Information, Interaction, Interface
and Usability Architects Share Deliverables, CHI 2002
http://instone.org/hci-ia-chi2002
• Laurel, Brenda (1993) Computers as Theater.
• Moreville, Peter, (1.27.09) Semantic Studios: User Experience
Deliverables:
http://semanticstudios.com/publications/semantics/000228.php
28. Talk the talk Walk the walk
UX
Aviva Rosenstein, PhD
Salesforce.com Twitter: @uxresearch
arosenstein@salesforce.com