1.
UX Workshop

2.
Overview
Background & purpose
Case studies
Exercises
Discovery Interviews
User Journeys
Usability Testing
Rapid Prototyping

3.
Overview
For this session you will need:
1x laptop between x2 people
1x iPhone between x2 people
POP app downloaded to the iPhone
pens & paper

4.
Background & purpose

5.
What marketing was

6.
What marketing was

7.
Business
needs
User
needs
What marketing was
“Hide the contact page”

8.
What happened
“The customer is talking to us! Directly!”
Good customer experience is what makes a brand.

9.
Business
needs
What marketing is now
User
needs

10.
Business
needs
How UX fits into that
User
needs
Technical
constraints
UX

11.
Some things have gotten complicated
As technology and methodologies advance, websites and services have
become progressively more complex.
What used to be a one-way static medium has evolved into a very rich and
interactive experience.
And it’s still going.

12.
The web is complicated
“If something is hard to use then I just don’t
use it as much”
99% of users everywhere
“Customers don’t care about your solution,
they care about their problems.”
Dave McClure

13.
UX is everyone’s responsibility
Design
Account / Project
Management
UX
Development
&
Production

14.
Case studies

15.
UX case study
Taylorism (1890)
Scientific management that analysed workflows.
Primary objective was to improve economic
efficiency and labour productivity.
American mechanical engineer Frederick Taylor
sought to improve industrial efficiency and
pioneered scientific management.
He was the first management consultant.

16.
UX case study
Toyota Production System (1948)
TPS eliminates wasted material, time, idle
equipment, and inventory.
It seeks continuous improvement and a
mutual respect for people and teamwork.

17.
UX case study
The 4 pioneers of modern UX thinking

18.
UX case study
Applying the right thinking no matter what the technology

19.
UX case study
University website via XKCD

20.
Dark UX
Dark UX - patterns designed to trick people

21.
Dark UX
Royal Mail - opt out, then opt in!

22.
Dark UX
IDFA double negative, Off is in fact On!

23.
Dark UX
Experts Exchange - fake paywall

24.
Group exercises

25.
Creative Technical
Open
Closed
Research based on
new technologies is
required to see what
the best fit is
Concepting is
required to define
an unknown
solution
New creative is
closely restricted by
an existing design
style
Technical
requirements are
known and the
focus is on an
efficient build
Understanding the brief

26.
1. Discover

27.
Qualitative interview techniques
What are interviews?
The brief
The techniques
What we want to get out of it
Remember to… listen, open questions, capture feedback
Distill these ideas

28.
User needs research
Write down a problem to help see the solution
Qualitative interview techniques

29.
Qualitative interview techniques
Industry samples

30.
Qualitative interview techniques
The client: http://www.barworks.co.nz/
The brief: the client has requested an app for customers to make it easier
to pay in restaurants. We’ve brainstormed some ideas but have no idea
which to build first.
We need to carry out research to understand what the opportunities are.
The challenge is to hold a conversation without influencing the responses,
to be the one who listens, and to take notes of the insights all at the same
time.

31.
Qualitative interview techniques
The client: http://www.barworks.co.nz/
The brief: the client has requested an app for customers to make it easier
to pay in restaurants. We’ve brainstormed some ideas but have no idea
which to build first.
20 minutes of interviewing in pairs.
Remember to… listen, ask open questions, capture feedback.

32.
Qualitative interview techniques
The client: http://www.barworks.co.nz/
The brief: the client has requested an app for customers to make it easier
to pay in restaurants. We’ve brainstormed some ideas but have no idea
which to build first.
How did it go? Problems / opportunities?
Feedback & insights? Your conclusions? Evidence to support conclusions?
How are we going to distill these ideas and present back to the client?

33.
2. User Journeys

34.
User Journeys
What are user journeys?
The brief
The techniques
What we want to get out of it
Remember to… have a laptop and user journey template ready
Distill these ideas

35.
User Journeys
There’s no one way to do these.
We just want to remember to map the digital journey.
Here are some examples to get you started.

36.
User Journeys

37.
User Journeys

38.
User Journeys

39.
User Journeys

40.
User Journeys
The client: http://www.doc.govt.nz/
The brief: the client is getting feedback from customers that it’s not easy
to find activities on their website.
We need to understand what the opportunities are and feed this back to the
project team before coming up with a solution.
The challenge is to map the user’s journey both on and off site and to
understand where we can improve it.

41.
User Journeys
The client: http://www.doc.govt.nz/
The brief: the client is getting feedback from customers that it’s not easy
to find activities on their website.
Who? The customer profiles are:
1. Young backpacker couple using a hostel computer on a Thursday before
the weekend camping trip.
2. Family driving to Coromandel and checking on the phone.
3. Group of friends planning a trip for Easter weekend.
4. Office manager planning a company team building outing.

42.
User Journeys
The client: http://www.doc.govt.nz/
The brief: the client is getting feedback from customers that it’s not easy
to find activities on their website.
30 minutes of mapping user journeys in pairs.
Remember to… map each step in the user’s journey in order to see where
the issues are.
What are the opportunities for improvement?

43.
User Journeys
The client: http://www.doc.govt.nz/
The brief: the client is getting feedback from customers that it’s not easy
to find activities on their website.
How did it go?
What are the main journeys and issues?
Is there a “golden path” journey? Experience map vs user journey?
How are we going to present opportunities back to the project team?

44.
3. Usability testing

45.
Usability testing
What is usability testing?
The brief
The techniques
What we want to get out of it
Remember to… have a laptop and tasklist ready
Distill these ideas

46.
Usability testing
Running it smoothly
Plan, prepare,
practice
Test sessions
Write up
findings

47.
Usability testing

48.
Usability testing
Corridor testing is not a good idea.
Do not test your own stuff.
Do not validate your own assumptions.

49.
Usability testing
Quick usability testing takes practice to do well

50.
Usability testing
So we’ll be trying out the slightly more formal process

51.
Usability testing
The client: http://www.houseoftravel.co.nz/
The brief: the client is losing money to their competitors and wants their
flight search functionality improved.
We need to quickly test this and get back to them with some
recommendations for improvement.
The challenge is to capture the user’s expectation of the functionality by
asking them to carry out a series of tasks.

52.
Usability testing
The client: http://www.houseoftravel.co.nz/
The brief: the client is losing money to their competitors and wants their
flight search functionality improved.
30 minutes of usability testing in pairs - one person is the participant, the
other is the test facilitator who will use a script to help them.
Participants: remember to… talk about what you’re doing and why.
Facilitators: remember to… probe why things are happening and to not
lead the participant or influence their responses. Stay on time!

53.
Usability testing
The client: http://www.houseoftravel.co.nz/
The brief: the client is losing money to their competitors and wants their
flight search functionality improved.
How did it go?
What are the main findings? Can we prioritise them? Any recommendations?
How are we going to report back to the client?
Is it a good idea to test your own work?

54.
Usability testing
Silverback app
Simple software to run tests with:

55.
4. Rapid prototyping

56.
Rapid Prototyping
What is rapid prototyping?
The brief
The techniques
What we want to get out of it
Remember to… have a laptop, sketching materials, POP ready
Distill these ideas

57.
Rapid Prototyping
Quick sketches, cheap way to explore all the options

58.
Rapid Prototyping
Get POP ready

59.
Rapid Prototyping
The client: http://www.thedenizen.co.nz/
The brief: this online magazine is taking off! The client wants it working
on mobile but needs to see some proof of concept first.
We need to get the 3 key page templates mocked up to show how we’d lay
them out on mobile.
The challenge is to understand the priority of the information on each of
these pages and prototype them for mobile.

60.
Rapid Prototyping
The client: http://www.thedenizen.co.nz/
The brief: this online magazine is taking off! The client wants it working on
mobile but needs to see some proof of concept first.
40 minutes of prototyping in pairs - designers, please support non-creatives!
Remember to… get at least 3 pages sketched (even if they’re not in POP).

61.
Rapid Prototyping
The client: http://www.thedenizen.co.nz/
The brief: this online magazine is taking off! The client wants it working on
mobile but needs to see some proof of concept first.
How did it go? Let’s see your prototypes!
What are the main decisions? Why have those layouts been chosen?
What would be the next steps?

62.
Wrap up

63.
User Centred web development
Design
Discover
Define
Deploy
Develop
User

64.
Wrap up
A lot of User Experience is about:
● listening well
● telling a story
● continuous improvement

65.
Feedback