Notes on Jared Spool’s Fixing the Failures of Authentication UX

(From‘s All You Can Learn library) Companies lose millions of dollars due to poorly-implemented authentication UX—lost sales, cost in resetting passwords etc Password guidelines have gotten crazier and more difficult to remember Security UX (which Jared calls SUX) is usually your customers’ first experience with your brand, yet its design is generally almost an afterthought Security breaches happen every day People often end up writing down the security info—not very secure! Jared suggesting using a “If it’s not usable, it’s not secure” argument for improving your SUX SUX Tool 1: Identification, Authorization, Authentication People tend to think about SUX … Continue reading Notes on Jared Spool’s Fixing the Failures of Authentication UX

Notes on Sharing our Stories: Designing and Reviewing UX Portfolios

(From UIE’s All You Can Learn library, link here, recorded 1/16) First—save everything! Photos, sketches, versions etc (I am not great at this!) Consider keeping a regularly updated excel sheet that details projects and outcomes Think of your portfolio as a sales tool to get you an interview—not a job Additional benefits: It’s a career management tool also—makes you aware of the gaps in your portfolio that need filling It helps you create a narrative about your work and experience It encourages self-reflection and critique Your portfolio should be more than just an image in isolation. It should tell: Who … Continue reading Notes on Sharing our Stories: Designing and Reviewing UX Portfolios

A few notes from LukeW’s Conversations@Google 2017

(Published 4/25/17, link here) An average person 80 phone usage sessions per day and the average interaction time is 38 seconds (down to 7 seconds for smartwatches!) This is why speed is so important to mobile experiences Hence the growing uses of “skeleton screens” that load instantly Google Photos actually loads contently progressively from the bottom (not top) of the screen, assuming the users are actually looking down at where they will go next, not looking at where they have been There is a growing usage of NUI (natural user interfaces) in a variety of forms to simplify interaction Alexa/Siri/Google Home Amazon single-product … Continue reading A few notes from LukeW’s Conversations@Google 2017

Handy paper prototyping hints from

(Published 9/12/13, link here) Materials Tape a printout of the test device (phone, tablet) to cardboard so it’s more weighty for users and more durable Leave a white frame around the device for visual context Trim out card stock the exact size of the screen Draw/tape UI elements on cards Layer multiple cards together on the device printout, using removable double-sided tape Try printing out multiple instances of UI elements and cutting them apart to mix n match. Store elements in an organizer container Cut sticky address labels in thin strips—you can use them to quickly add UI (like a link or button) on … Continue reading Handy paper prototyping hints from

Stanley Wood of Spotify on Secrets of Design Leadership

(From a 4/3/17 post on, link here.) Stanley Wood wanted to deeper understanding of how top apps were handling their design culture, so he toured 20 of them He had learned at Spotify that it’s important to sell the problem before trying to sell a solution—make sure there is demand for a problem before chasing a solution Stanley wanted to understand 3 main themes: People. How are orgs organized, both on a functional and mission level. Where does design sit? As a additional function or embedded in dev? Process. What are their processes optimized for? How to balance between … Continue reading Stanley Wood of Spotify on Secrets of Design Leadership

Notes on Barry O’Reilly’s Lean Enterprise

(From his talk at GOTO 2016, posted 9/7/16, link here) Orgs need to re-embrace learning to keep up with the times Only 29% of Fortune 500 companies plan to grow their business via new products and services (49% expect to grow via cost reductions instead!) Only 13% of US workers report being highly engaged at work: most workers feel disempowered and disengaged There’s a delivery gap in good customer experience—80% of companies believe they are delivering good customer experiences while only 8% of customers agree To close this gap, “I experiment, therefore I learn” EXPLORE Develop a scientific, data-driven paradigm for business … Continue reading Notes on Barry O’Reilly’s Lean Enterprise

Notes on Paul Moran’s Speed up Your Team with a Service Blueprint

(Paul is a Service Designer at E.ON. This is from his 1/25/17 post on, link here.) Paul finds that cross-functional product teams can sometimes be slow to make progress, so he relies on service blueprinting to speed up the process Service blueprints are a way of laying out the customer journey as folks explore, purchase and use a product or service Paul uses this format for blueprinting: High level section of the customer journey – awareness, exploration, purchase, usage, problems etc Touchpoints – a description of what’s happening written from the customer’s perspective Performers – who is involved in this touchpoint (who … Continue reading Notes on Paul Moran’s Speed up Your Team with a Service Blueprint

Notes on Monal Chokshi & Guerrilla Research

(From Monal’s 11/16 Mind the Product talk, link here. Monal is Head of UX Research at Lyft.) Guerrilla research is an informal method of gathering quick, low-cost feedback from user It’s unplanned and informal; you simply go out into the world and approach people in an impromptu manner The famous example is approaching strangers at Starbucks and offering to buy their coffee if they will sit with you for 5 minutes and test something. You observe their reactions and any problems as they test the feature or experience Use guerrilla research to stop those endless, philosophical boardroom meetings by collecting real data … Continue reading Notes on Monal Chokshi & Guerrilla Research

Notes on Dan Saffer’s The Robots are Coming (to Services)

(Dan gave this talk at Adaptive Path’s Service Experience Conference on Nov 4, 2016, link here. Watch the video if you can, Dan is quite funny to listen to…) Dan defines a robot as any device that has autonomous movement and can make decisions about how it moves Robots have in the past tended to do the 3 Ds: dirty, dangerous, dull work Over the next 10 years, Dan expects many robots to be integrated into services due to improved computer vision, machine learning and natural language processing Looking further ahead, Dan expects in-demand AI and improved human-motion style manipulations to cause another … Continue reading Notes on Dan Saffer’s The Robots are Coming (to Services)

Using OKRs (Objectives and Key Reports) to Judge Performance

Implementing an OKR (Objectives and Key Reports) Methodology This summary was based on Christina Wodtke’s Introduction to OKRs,, written for O’Rilly Media. Check it out for more details on transitioning into using OKRs, common pitfalls to avoid and an approach to setting OKRs on a departmental or group basis. OVERVIEW OKRs, a method of defining and tracking objectives and their outcomes, are used by Google, Twitter and many other Silicon Valley companies to ensure overall team focus, alignment and velocity. The form of OKRs (Objective and Key Reports) has been more or less standardized: the Objective is qualitative, and the Key Results are … Continue reading Using OKRs (Objectives and Key Reports) to Judge Performance