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User experience: The Good, The bad, and how we tell the difference

User experience: The Good, The bad, and how we tell the difference. Ryan Clement | April 2013. Today’s Plan. (Library) User Experience – Basic Principles Examples & Further Principles Spaces & Users Mental Models Persuasive Design Users’ Desires Takeaways Questions. Basic Principles.

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User experience: The Good, The bad, and how we tell the difference

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  1. User experience:The Good, The bad, and how we tell the difference Ryan Clement | April 2013

  2. Today’s Plan • (Library) User Experience – Basic Principles • Examples & Further Principles • Spaces & Users • Mental Models • Persuasive Design • Users’ Desires • Takeaways • Questions

  3. Basic Principles What makes a good user experience?

  4. Managing Users’ Expectations • Educate • Instruction, Outreach, Transparency • Communicate • Listening, Respect, Openness • Respond • Agile Design, Prototyping, Risk-Taking

  5. Spaces & Users What spaces lead to great UX?

  6. Reconfigurable & Connected • Reconfigurable furniture • Multi-Use Wall – Writing, Projecting • Natural Light • Power Outlets (multiple locations) • What does this say about the organization? Source: http://learningspacedesignanddevelopment.blogspot.com/

  7. Spaces That Say “NO!” Source: http://www.flickr.com/photos/michaelsphotos/ What does this say about the organization? • Inflexible • Negative • Unprofessional • THEY know better Source: http://www.flickr.com/photos/michaelcasey/

  8. Unhelpful Error Messages 1998 “Bad Error Message” Contest Entries • The procedure failed with the following error: The command completed successfully. • Error: Keyboard not found. Press F1 to continue. • Your mouse is not working, please click here to acknowledge. • Error 0000: No errors found, restarting computer. Source: http://www.ezzell.org/Error%20Messages/Error_Frame.html

  9. Forcing Users to Make Choices Source: http://articles.businessinsider.com/2012-05-01/news/31508570_1_teri-gault-coupon-sale-hits

  10. Making the Choices for Users

  11. Mental Models Making experiences more intuitive for users

  12. Mental Models vs. Conceptual Models Mental Model Conceptual Model Interface

  13. Faulty Mental Models (Norman) • What do the buttons do? • What do the numerals mean? • What does the dial mean? • Does any of this help you understand the system? Source: http://www.gooduxbadux.com

  14. Helpful Mental Models • Maps to users’ expectations • Makes use intuitive • New technology feels familiar • Need to know how users approach the task

  15. Persuasive Design Teaching users through systems

  16. Persuasive Design “technology that is designed to change attitudes or behaviors of the users through persuasion and social influence, but not through coercion.”(Fogg 2002) Source: http://uxmag.com/articles/why-persuasive-design-should-be-your-next-skill-set

  17. Persuasion vs. Coercion

  18. Persuasive Design in Instruction

  19. Desire Understanding what users want and need

  20. UMS Lobby Study • Background • UMS – organization focused on the organization and promotion of dance, music, and theater events • UMS Lobby – conceived as a social companion site to UMS’s main site • UX study done as part of a class at University of Michigan School of Information • How to get increased use of the UMS Lobby site? • Recommend design & architectural changes for the redesign of UMS Lobby • Methodologies • Competitive benchmarking • Ethnographic Interviews & Persona Development • Heuristic Evaluation • Survey • One-on-one Usability Testing

  21. Do Users even want it? “Sites like that are useful for frustrated reviewers…it’s more of a peacock thing than anything of substance…” - UMS Lobby User Interview

  22. Giving users what they want

  23. Giving users what they want

  24. Giving users what they want

  25. Takeaways • UX needs to be approached as levels of needs • UX is not only concerned with virtual • Usable does not necessarily -> Good UX • In both the physical and virtual worlds, good mental models are necessary for good UX • We can affect users’ behaviors through design decisions • Make sure you know your users before, during, and after you design – give them what they want/need, not just what you think

  26. References • Carey, S. “Cognitive science and science education.” American Psychologist 41(10), 1986: 1123-30. • Johnson, J. Designing with the mind in mind: a simple guide to understanding user interface design rules. Morgan Kaufman Publishers: Amsterdam, 2010. • Kuniavsky, M. Observing the user experience: a practitioner's guide to user research. Morgan Kaufman Publishers: San Francisco, 2003. • Lewandowski, D. “Web searching, search engines and information retrieval.” Information Services and Use 25, 2005: 137-147 • Norman, D. The design of everyday things. Doubleday: New York, 1990.

  27. Questions? Ryan Clement rclement@umich.edu 347.471.1037 Slides will be available in 24 hours at: http://rkclement.wordpress.com/rclement_ux_slides

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