Notes on Chris Govias’ Service Design for the Public Sector

(from use.com’s All You Can Learn library, highly-recommended subscription required) Service Design isn’t about the double diamond we all know and love: or affinity diagrams or post its or co-creation sessions etc—those are all great tools but not SD SD is the design of service, the end-to-end experience for a customer,  every single part of the process that we can help design, from call center scripts through kiosk UI and everything in-between SD is about achieving the best delivery possible Chris takes us through the example of the British justice system, which is extraordinarily complex: And the image above is … Continue reading Notes on Chris Govias’ Service Design for the Public Sector

Notes on Priority Guides: A Content-First Alternative to Wireframes

By Heleen van Nues and Lennard Overcame, posted on alistapart.com on 5/3/18 UXers have gotten a little complacent about creating wireframes in all instances for all things! They can be great—but they can also give the illusion of final design, kill creativity and engagement, undermine user-centricity, are static and not responsive, and are inconvenient for devs for testers What are priority guides? Drew Clemens seems to have introduced the concept in 2012 but it hasn’t received much traction Priority guidelines contain content and elements for a mobile screen, sorted by hierarchy and without layout specificity Hierarchy based on relevance to users from most … Continue reading Notes on Priority Guides: A Content-First Alternative to Wireframes

Notes on Winning UX Workshops with Austin Novella

(From uie.com’s All You Can Learn library, requires highly-recommended subscription.) Frame the Question 4 things frame collaboration: What you’re doing What you’ll end up with when you’re done Why it’s important How you’ll do it This sets up 3 important expectations: Makes others feel like participators and shifts them from observer to collaborator mode Knowing what they’ll end up with and why it’s important encourages them to invest in the discussion and pay attention Explaining what you’re doing and what to expect allows the team to trust you while you work towards your goal Plan the workshop so that you … Continue reading Notes on Winning UX Workshops with Austin Novella

Notes on Bruce McCarthy’s Roadmaps Relaunched

(From uie.com’s All You Can Learn library, requires highly-recommended subscription) In running international seminars, Bruce McCarthy asked attendees to write break-up letters with their current roadmapping process, which highlighted many real-world current issues: No defined process Not tied to business strategy Not enough customer input Lack of stakeholder alignment Unclear prioritization Broken promises Overly incremental Shiny object syndrome No clearly defined target Poor use of data Groundhog Day phenomena Roadmapping 6 months out doesn’t sync well with Agile processes and can be a no-win scenario Yet roadmaps are a way of clearly expressing a product strategy and setting a budget … Continue reading Notes on Bruce McCarthy’s Roadmaps Relaunched

Notes on Caroline Jarrett’s Design Tips for Surveys

(Posted on uie.com’s All You Can Learn video subscription site, link here) In this triangle, trust is probably the hardest thing to establish For mailed surveys, small payments work best to establish trust: But money is more of a hassle to deliver online and didn’t move the needle much: Tip 1: Offer a meaningful, immediate reward to help build trust Give users immediate access to results and explain how the info is going to be used Consider embedding a link to highly-related, good quality content Tip 2: Be trustworthy and look trustworthy Check out Stanford’s Guidelines for Web Credibility here … Continue reading Notes on Caroline Jarrett’s Design Tips for Surveys

Notes on How to Develop Goals in a Usability Test

(By Emily Grace Adiseshiah, posted to usabilitygeek.com on 10/31/137, link here) I’m only recapping part o the article, use the link to read the whole thing! Set up a framework and some goals Scope – What are you testing? Purpose – Why are you testing> Schedule & location – How long will the test take? How long is the testing period? In a lab? Multiple locations? Sessions – What is your sample size? Equipment – What tech, materials, resources? Participants – Target users? Sourcing? Scenarios – What is the user? Why are they here? What are their goals? Metrics – … Continue reading Notes on How to Develop Goals in a Usability Test

Notes on Marc Rettig’s Good Gathering

(From an 11/17 video on uie.com’s All You Can Learn subscription series, link here) Some obstacles to facilitating effective group meetings: Rather than discussion leading to debate, Marc suggests listening leading to generative dialog: Who controls the content of the meeting? It’s a matrix: The 1-2-4-All method to improve inclusion starts with individuals silently reflecting, then moves on to working in collaborative pairs, foursomes, and finally the whole group: Before a group meeting, try listening to a few representative participants–quick hallway chat, phone call or email etc. Marc’s example: Then create a participation plan: Then take 10 minutes for quiet … Continue reading Notes on Marc Rettig’s Good Gathering

Notes on Michael Smart’s The Storyboard Blueprint

(From his 10/20/17 post, link here) Before starting a sprint, the team should test user flow–separating this from storyboarding saves time and stops the storyboarding session from stalling or getting off track Supplies: Post its, voting dots, sharpies, a timer, music if you want The exercise takes 15-25 mins 1. Write 6 action steps. One step per post it to document each click/tap required for a user to complete a task (8 min) The goal here is to align the team on necessary steps so you don’t have to debate them during story boarding Start with beginning and end steps, … Continue reading Notes on Michael Smart’s The Storyboard Blueprint

Notes on Kathleen Barrett’s Power of “See One, Do One, Teach One” Design Sprints

(From two posts on uie.com, link for Part 1 here) The ACT, Inc standardized testing company hired Richard Canfield and Freshly Tilled Soil to help them innovate on their products in a risk-averse, consensus-driven culture Consensus and democratic vote aren’t the same thing. As Richard said, “The funny thing is consensus doesn’t improve the quality of the decisions. It allows you to improve the quality of the inputs but not the outputs. We are good at asking for opinions to the point where it stymies our ability to make decisions.” ACT and FTS together decided on a “see one, do one, … Continue reading Notes on Kathleen Barrett’s Power of “See One, Do One, Teach One” Design Sprints

Notes on Identifying and Validating Assumptions and Mitigating Biases in User Research

(From a 10/19/15 post on uxmatters.com, link here) Experts who contributed to the post: Carol Barnum—Director of User Research and Founding Partner at UX Firm; author of Usability Testing Essentials: Ready, Set … Test! Pabini Gabriel-Petit—Head of UX for Sales & Marketing IT at Intel; Principal Consultant at Strategic UX; Founder, Publisher, and Editor in Chief of UXmatters; Founding Director of Interaction Design Association (IxDA); UXmatters columnist Steven Hoober—Mobile Interaction Designer and Owner at 4ourth Mobile; author of Designing Mobile Interfaces; UXmatters columnist Jordan Julien—Independent Experience Strategy Consultant Cory Lebson—Principal Consultant at Lebsontech; Author of UX Careers Handbook (forthcoming); Past President, User Experience Professionals’ Association (UXPA) Daniel Szuc—Principal and … Continue reading Notes on Identifying and Validating Assumptions and Mitigating Biases in User Research