1. User-Centered Design: The Key to Adoption Gary Thompson JA-SIG Summer Conference, June 24-27, 2007 © Copyright Unicon, Inc., 2007. This work is the intellectual property of Unicon, Inc. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of Unicon, Inc. To disseminate otherwise or to republish requires written permission from Unicon, Inc.

2. 1.Design Defined 2.The UCD Process 3.Session Break 4.The UCD Process (Continued) 5.How to Take it Home 6.Questions

3. Design Defined

4. What is the Aim of Design? The aim of design is to create good user experiences.

5. What is User Experience? User Experience: the sum experience of a user interacting with a product. - Peter Morville - James Melzer

6. What Does Design Create? Design creates an interface to technology for humans to achieve goals and do activities with effectiveness, efficiency, and satisfaction. +

7. Is Design Art? Design Use Constraints Representation Art Artificial Unconstrained Expression

8. Is Design Science? Design Soft process Human analysis Intuition Science Rigid process Data analysis Proof

9. What is Design? Design is a craft – artistic science that melds technology and humanity

10. What is Design’s Role? Market –What should be? ------------- Product Design –How should it be used? ---- People Development –How can it be done? ------- Technology

11. What is Design’s Role? Market –What should a portal be? Design –How should it be used by students? Development –How can it be done with Java?

12. A Common Problem Market –What should a portal be? Design –How should it be used by students? Development –How can it be done with Java?

13. The Result: (Perhaps) powerful but unattractive functionality that is difficult to use.

14. The Solution Market –What should a portal be? Design –How should it be used by students? Development –How can it be done with Java?

15. The Result: Desirable solutions that increase people's efficiency, meet their goals, and are enjoyable to use.

16. What is User-Centered Design? The user is put in the center of the design

17. What is User-Centered Design? User-centered design is the key to adoption

18. Why is Adoption Important? Adoption –The act of accepting with approval; favorable reception. To make one's own. Abandonment –The act of giving something up; desertion.

19. The UCD Process

20. 1.Define Business Goals & ROI 2.Identify User Profiles 3.Model User-Centric Scenarios 4.Design, Prototype, & Iterate 5.Test with Real Users 6.Measure & Repeat

21. Define Business Goals & ROI 1.What are we setting out to achieve? Goals 2.Why is this worth doing? What institution needs/goals are being met by this effort? ROI 3.When are we done, and what determines our success? Success criteria

22. Evaluate the Current Product How much adoption is there (percentage of target market that actually uses the product)? What gets used the most/least What are the biggest joys/frustrations? What is the most desired change/enhancement? What activities are critical/optional?

23. Heuristic Analysis Usability analysis Jakob Nielsen's Ten Usability Heuristics Bruce Tognazzini's First Principles of Interaction Design

24. Comparative/Competitive Analysis What have other institutions done? Did it work? What did they learn? What is available in the marketplace? What are current trends? What expectations will your users have? What do you want it to be like? (Examples of other solutions you want to emulate)

25. Identify User Profiles Personas are detailed descriptions of imaginary people constructed out of well- understood, highly specific data about real people

26. Why Are Personas Needed? “…the most critical tool for designing the behavior of software." - Alan Cooper “We want our efforts to result in products that delight people, and to delight people we have to have some idea of who these people are and what they want." - The Persona Lifecycle

27. Why Are Personas Needed? Being user-centered is not natural Users are complicated and varied Those who may be doing user and market research are not typically the people who actually design and build the product The word "user" isn't very helpful Raw data isn't inherently useful, and neither are most reports

28. Why Are Personas Needed? Make assumptions about users explicit Place the focus on specific users rather than on "everyone" In limiting our choices, personas help us make better decisions Personas engage the product design and development team

29. How is A Persona Created? User research, data analysis, and creativity

30. Using Personas Use personas to plan your product Use personas to explore design solutions Use personas to evaluate your solutions Use personas to support the release of your product The goal of personas is to keep the user in view throughout the product lifecycle.

31. Model User-Centric Scenarios Scenarios are simple stories A scenario is created by articulating a persona through a context with a specific goal Scenarios are a great method for exploring design ideas.

32. Model User-Centric Scenarios Define the context: academic portal Define the goal: add content (chat) Select appropriate persona: Suzy Socialite Remember to keep it user-centric and avoid system or technology details

33. Design, Prototype, & Iterate Interaction Design Information Architecture Visual Design Interface Design - Jesse James Garrett

34. Design, Prototype, & Iterate Start rough Explore! Use personas to keep the user in view Get frequent feedback Note user conventions Make design artifacts public

35. Design, Prototype, & Iterate

36. Test With Real Users Let users validate or invalidate the design “Formal” testing Set success criteria prior to testing (best done at the project outset)

37. Test With Real Users Set up a “test lab” –Broom closet semi-dedicated to usability testing –One computer with DVD burner, two monitors, two keyboards, and two mouse inputs –Medium-high quality web camera and microphone –Screen recording software –DVD media –IT administrator for a one-time setup

38. Test With Real Users Define what is to be tested Select users based on personas Administer the tests Analyze the data Document the findings in a brief Publicize the brief

39. Test With Real Users

40. Measure & Repeat Step back How did it go? Publicize UCD successes Does more user research need to be done? What user input needs to go into hopper for the next project? Can we step up our UCD efforts?

41. How to Take it Home

42. Review What is user experience? Name two user experience evaluation criteria What is design? What is user-centered design? What is step one of the UCD process? What is step two of the UCD process? What is step three of the UCD process?

43. Review What is step four of the UCD process? What is step five of the UCD process? What is step six of the UCD process?

44. Considerations What is the climate of your institution when it comes to design? Do you have resources with the right skillsets for a UCD process? How much UCD can you reasonably accomplish in your current reality? Can you support UCD activity with tools and/or budget? Who is your primary audience?

45. Gary Thompson gary@unicon.net www.unicon.net Questions?