1. User Experience

2. Usability is more than Usability? User Experience Visual Informational Interactive USABILITY

3. People-Centered Approach • People represent a significant point of failure for almost all technology. • People also represent a significant opportunity for success. • We must create effective people, customers, and employees if we want to create successful technology. • Microsoft • Vista • SharePoint 2007 • Office Redesign • .NET 3.0 • Expression • People_Ready

4. Effective People = Business Value • Effective People • Work Smarter and Faster • Learn Quickly • Find insight in information • Make fewer errors • Explore and discover • Take advantage of all features • Emotionally Connected and engaged • Business Value (ROI) • Improved user productivity • Lower support and training costs • Quicker adoption • Greater long-term use (stickiness) • Completely utilized solution

5. Let the Record Show… • E-commerce sites lose nearly half of their potential sales because visitors can't figure out how to use them. • Verizon saw the number of self-service visits increase from 1.3 million to 6.3 million after the intranet’s usability was improved. • More than 83 percent of Internet users are likely to leave a Web site if they feel they have to make too many clicks to find what they're looking for.

6. The Problem of Complexity Technology Paradox: “The same technology that simplifies life by adding more functions in each device also complicates life by making the device harder to learn, harder to use.” D. Norman Coffee Cup Easy Web Application Reduced Functionality High Productivity Automobile Ease of Use Web Application Loser High Training Modern Telephone Hard User Experience Sound Mixing Board Complexity Feature Poor Feature Rich

7. Complex Problem, Comprehensive Solution User Experience • We create quality user experiences by: • Addressing and improving all of the ways people experience software • Integrating with the design and development process. Visual Informational Interactive Development USABILITY Visual Artifacts (prototypes) Business Analysis

8. Natural, Obvious, Self-Evident • Goals • Self-evident, obvious, intuitive • Easy to learn • Easy to explore • Challenge • Understand the way people work. • Know what people are trying to accomplish • Test and verify that people are effective with a particular approach. • Approach • Heuristic/Expert Reviews • Prototyping • Interviews and Shadowing • Persona Development • Information Architecture • User testing • Eye scanning Staples • 67% more repeat customers • 35% reduced drop-off rates • 80% more visitors USABILITY

9. Efficient Completion of Task • Hotels and RIA • 20% increase in reservations • 50% increase in revenue booked • 66% increase in nights booked • Goals • Create efficiency • Eliminate errors • Encourage exploration • Challenge • Feature rich and easy to use • Appropriate Complexity • Approach • Apply next generation interactivity • Ajax • Flex • XAML • Augment existing conventional approaches • “Useful” interactivity and not interactivity for its own sake. INTERACTIVITY

10. Fast Path to Intelligence • Goals • Put people in the path of opportunity. • Turn information into insight. • Reduce time analyzing • Challenge • Uncovering how information and data relate to business and user goals. Just as data is not information, information is not intelligence. Understanding is the product of design. • Approach • Analyze business and user goals. • Enhanced information design. • Inventive visualizations INFORMATION Info.

11. Emotionally Compelling • Goals • Engage the user. • Establish an emotional connection. • Create irresistability • Challenge • Finding a true balance between form and function • Let design contribute to usefulness • Approach • Design captivating visual experiences • Apply the science of visual principles • Leverage design to improve communication • Emotional Loyalty • 8% of households consume 84% of diet Coke volume. • Emotion is a critical part of usability. VISUAL EXPERIENCE Visual

12. Effective Collaboration • Goals • Enhance analysis, design, and development • Speed to consensus • More effective communication • Challenge • Getting everybody on the same page (objectivity). • An appropriate medium that everyone can understand • Approach • Prototyping • Visualize decisions and ideas. • Establish early, effective visual dialog $1:$10-$100 “Once a system is in development, correcting a problem costs 10 times as much as fixing the same problem in design. If the system has been released, it costs 100 times as much relative to fixing in design.” PROTOTYPES