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D alpert ux101
1. D4S101:
Why User Experience matters for your App
David Alpert - @davidalpert
Track 1: Agile Methods
Monday, October 17th 2011
1:30pm - 2:45pm
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
2. Customers have lost faith in IT
Customers have lost
confidence in IT
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
3. Customers have lost faith in IT
Customers have lost
confidence in IT
David Alpert @davidalpert
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http://blog.spinthemoose.com
4. QUOTE: Embarrassed on behalf of
the industry
David Alpert @davidalpert
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5. Expectations are rising
Expectations are rising
David Alpert @davidalpert
#sdec11
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6. QUOTE: Conan on the iPad
David Alpert @davidalpert
#sdec11
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7. kano
David Alpert @davidalpert
#sdec11
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8. We’re not here to prevent
but to inspire
David Alpert @davidalpert
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9. We are at a crossroads
We are at a crossroads
David Alpert @davidalpert
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http://blog.spinthemoose.com
11. Remember
Software is a service industry.
David Alpert @davidalpert
#sdec11
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12. QUOTE: Hanselman on customer
service
David Alpert @davidalpert
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13. InstallAware
David Alpert @davidalpert
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14. Support is a Privilege, Not a Right
QUOTE: Support is a Privilege, Not
While InstallAware support often goes above and over the call of
a Right
duty to provide knowledgable, timely assistance to all our
potential and current clients, support is not your right - even if
you are a paid user of InstallAware.
As explicitly stated in the InstallAware EULA which must be
accepted both when installing a product trial or a purchased
version, your purchase comes with NO SUPPORT
RIGHTS whatsoever.
Your access to any and all InstallAware support resources,
including but not limited to peer forums, community
center, email based support, and phone support may be revoked
at any time, with or without reason.
http://www.installaware.com/support-contact-support.htm
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
15. Dec 16, 1970 – s/w hurt by
immature users
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
16. DevExpress
David Alpert @davidalpert
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17. QUOTE: committed to total
customer service statisfaction
The goal of the Developer Express Support Team is to
provide our customers unrivaled technical assistance
when implementing Developer Express technologies.
We are committed to total customer satisfaction
after purchase and will stop at nothing to ensure that
your experience using our products is profitable for
you, your organization, and by extension – your
customers.
http://www.devexpress.com/Support/index.xml
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
18. Recognize
Our customers are whole people.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
19. Users are dumb
David Alpert @davidalpert
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20. Users are dumb
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
21. The operating moral premise of information
design should be that our readers are alert and
caring; they may be busy, eager to get on with it,
but they are not stupid.
Edward Tufte, Envisioning Information. Cheshire, CT: Graphics Press, 1990
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
23. It is not a question of whether users
are capable of overcoming complexity and
learning an advanced user interface. It is a
question of whether they are willing to do so.
[Our users] are just like anybody else: they just
want to get their work done. They have neither
the desire nor the time to learn the
idiosyncrasies of individual websites.
(emphasis mine)
Nielsen, Jakob. “Are Users Stupid?” Alertbox, February 4, 2001. Retrieved June 3, 2010.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
24. When people have problems using a design,
it's not because they are stupid.
It's because the design is too difficult.
(emphasis mine)
Nielsen, Jakob. “Are Users Stupid?” Alertbox, February 4, 2001. Retrieved June 3, 2010.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
25. Recognize
Software does not live in a vacuum.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
26. All these experiences
are relevant
Home
Family
Work
your customer
David Alpert @davidalpert
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27. All these experiences
create expectations
Home
Family
Work
your customer’s expectations
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
28. All these experiences
create expectations
Home
Family
Your product,
Work
service, web site,
or application.
your customer’s expectations
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
29. We are inundated with social media
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30. And our customers are
whole people
David Alpert @davidalpert
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31. Rethink our process
Design software from the outside in.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
32. Nearly every s/w effort has gotten
it wrong
Nearly every software
project I’ve been a part of
has needlessly wasted
time and money.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
33. A client walks into a bar
A client walks in…
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34. “I’ve got a problem”
“I’ve got a problem.”
David Alpert @davidalpert
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36. I’ll look for the nouns
look at our notes
David Alpert @davidalpert
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37. Design a DB
circle the nouns…
Database
David Alpert @davidalpert
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38. TaDa! Data Access!
“I’ve got to get the
data out!”
Data access
Database
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
39. Start to build infrastructure
• Go back to the notes and look for the verbs
Business
logic
circle the verbs
Data access
Database
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
40. Start to build infrastructure
screen screen screen
• Go back to the notes and look for the verbs
Business
logic spike out some
80% - 90%
CRUD screens
Data access
Database
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
41. screen screen
foundation
screen
foundation
Business
logic
Data access
Database
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
42. infastructure
screen screen screen
infrastructure
Business
logic
Data access
Database
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
43. plumbing
screen screen screen
plumbing
Business
logic
Data access
Database
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
44. Start to build infrastructure
divide up responsibilities
screen screen screen
build the walls
• Go back to the notes and look for the verbs
Business
logic
Data access
Database
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
45. Start to buildgive it to a designer
infrastructure
screen screen screen ask a designer to
to “skin”pretty”
“make it look
• Go back to the notes and look for the verbs
Business
logic
Data access
Database
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
46. What sells a house?
David Alpert @davidalpert
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47. What sells software?
Your life would be
so much better
with ______.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
48. Start to build infrastructure
screen screen screen
Non-functional
10% - 20%
• Go back to the notes and look for the verbs
defines how a system is supposed
to be – i.e. its qualities.
Business
e.g. Response time
logic
Data access
Functional
80% - 90%
defines what a system is
supposed to do
Database
e.g. As an employee I can
view a page on the
intranet.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
49. Rethink our process
Instead of building from the
bottom up and the inside out
Let’s start designing
from the outside in.
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
50. We already know this…
Write a test
that fails
1
TDD
Refactor / Reorganize 2
(clean up)
3
Test Do just enough work
to make the test pass
Driven
Development
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
51. We already know this…
TDD
Behaviour
Driven BDD
Development
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
52. We already know this…
Domain
Driven
Development
DDD TDD
BDD
David Alpert @davidalpert
#sdec11
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53. What if we tried this?
XDD
DDD TDD
BDD
David Alpert @davidalpert
#sdec11
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55. Dr. Eliyahu M. Goldratt – 2 “mudas”
•Work that was done but
Inefficient
should not have been
•Work that was not done
Unreliable
but should have been
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
56. An experience vision can align the
design choices made every day.
Vision
Release
Feature
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
57. An experience vision can align the
design choices made every day.
Strategy
Design
Execution
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
58. A UX vision is larger than
an individual icon or screen.
Stephen P. Anderson: http://www.poetpainter.com/thoughts/category/Experience-Design-Strategy/
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
59. A UX vision is larger than
an individual system.
Experience Phases
Anticipate Enter
Enter Engage Exit Reflect
Vision
Release
Feature Experience Vision
Use Case / User Story Workflow Experience Vision
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
61. Rethink our process
Customer Experience Mapping
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
62. Customer Experience Mapping
• Represent the journey of a customer
including the before, during, and after using the service.
• Include:
– phases that span the interaction (e.g. Anticipate, Enter, Engage, Exit, & Reflect)
– triggers
– touch points
– interactions
– customer motivations
– customer goals / business goals
– potential frustrations
– opportunities for delight
– anything else that helps your team picture the experience you are creating
Adapted from: http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
65. Customer Experience Map
Source: Eric Berkman - http://www.littlespringsdesign.com/blog/2010/Mar/improving-the-starbucks-experience/
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
66. Exercise: Draft an Experience Map
• Client:
Air Winnipeg
“We are committed to total customer satisfaction.”
• Project:
An online reservation system.
• Timeline:
Anticipate, Enter, Engage, Exit, Reflect
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
67. Design for Success!
Remember
Software is a service industry
Recognize
Our customers are whole people Software does not live in a vacuum
Rethink our process
Design software from the outside in
David Alpert
Web: http://blog.spinthemoose.com
Email: david@spinthemoose.com
Twitter: @davidalpert
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
68. Let’s address some concerns
XDD increases scope
XDD takes too much time
XDD costs more $$
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com
69. Design for Success!
Remember
Software is a service industry
Recognize
Our customers are whole people Software does not live in a vacuum
Rethink our process
Design software from the outside in
David Alpert
Web: http://blog.spinthemoose.com
Email: david@spinthemoose.com
Twitter: @davidalpert
David Alpert @davidalpert
#sdec11
http://blog.spinthemoose.com