What's the 'right' UX methods and process, why is it right and how do you do it?

1. Welcome to
Make It Right The First Time
Delivering on promises
J. Boye Conference 2013
torsdag den 7. november 13
Make It Right

2. Introducing ME, YOU and the PRESENTATION
ME
Senior UX Designer at
Designit
YOU
PRESENTATION
Where are you from?
It’s a sum up on UX
methods
Are you working with UX on a
daily basis?
It’s superficial
UX designing and consulting
for many years
But also a bit nerdish
Project Managing
Hopefully something you
can take away
MA in Information Technology
User research, interaction
design, service design and
design strategy
J. Boye Conference 2013
torsdag den 7. november 13
Make It Right The First Time

3. We’re worldwide. That’s right next to you
288
29
32
Designits across 13 offices in 10 countries
Nationalities and cultures
Educational backgrounds
J. Boye Conference
torsdag den 7. november 13
Make It Right

4. We bring together strategy and design to deliver new products, services, brands and experiences
INNOVATION STRATEGY
SERVICE DESIGN
BRAND STRATEGY
DESIGN RESEARCH
DIGITAL DESIGN
PRODUCT DESIGN
J. Boye Conference
torsdag den 7. november 13
Make It Right

5. http://vimeo.com/76426677
J. Boye Conference
torsdag den 7. november 13
Make It Right

6. Agenda
WHAT’S the RIGHT thing?
In terms of a good UX process
WHY should you do it RIGHT?
What’s the gain
HOW do you do it RIGHT?
Methods and experiences
J. Boye Conference 2013
torsdag den 7. november 13
Make It Right The First Time

7. Introducing the what
So what’s the right thing to do?
J. Boye Conference
torsdag den 7. november 13
Make It Right

8. What’s the mimimun viable product?
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Cake
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Filling
Icing
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Cupcake
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Cake
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Wedding cake

9. Focus on the experience rather than features
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10. Focus on the experience rather than features
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11. Focus on the experience rather than features
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12. Focus on the experience rather than features
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15. Focus on the experience rather than features
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16. Focus on the experience rather than features
GREAT EXPERIENCE
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GREAT EXPERIENCE
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OK EXPERIENCE
‘WE KNOW THEM’

22. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE KNOW THEM’

23. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE KNOW THEM’

24. Focus on the experience rather than features
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OK EXPERIENCE
‘WE KNOW THEM’

25. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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‘WE KNOW THEM’

26. Focus on the experience rather than features
GREAT EXPERIENCE
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OK EXPERIENCE
‘WE KNOW THEM’

27. Focus on the experience rather than features
GREAT EXPERIENCE
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28. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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29. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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30. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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31. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE KNOW THEM’
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WHAT IS THIS
I DON’T GET IT
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32. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE KNOW THEM’
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WHAT IS THIS
I DON’T GET IT
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33. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE KNOW THEM’
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I DON’T GET IT
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34. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE KNOW THEM’
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WHAT IS THIS
I DON’T GET IT
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35. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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OK EXPERIENCE
‘WE KNOW THEM’
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WHAT IS THIS
I DON’T GET IT
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36. Focus on the experience rather than features
GREAT EXPERIENCE
EASY TO USE
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3
3
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OK EXPERIENCE
‘WE KNOW THEM’
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WHAT IS THIS
I DON’T GET IT
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HEY LOOK AT THIS COMPETITOR
THEY TOTALLY GOT IT RIGHT

37. Make it intuitive
Intuitive is either what suits you the best or a learned experience
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38. Don’t be afraid of user research
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39. Don’t be afraid of user research
Interview
torsdag den 7. november 13

40. Don’t be afraid of user research
Questionaire
Interview
torsdag den 7. november 13

41. Don’t be afraid of user research
Questionaire
Interview
torsdag den 7. november 13
Field Study

42. Don’t be afraid of user research
Questionaire
Interview
Observations
torsdag den 7. november 13
Field Study

43. Don’t be afraid of user research
Questionaire
Interview
Field Study
Observations
Focus Group
torsdag den 7. november 13

44. Don’t be afraid of user research
Questionaire
Interview
Field Study
Observations
Focus Group
It doesn’t have to be large scale
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45. To define the user experience goals
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46. Lean startup meats Lean UX
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47. Lean startup meats Lean UX
As opposed to Build, Measure, Learn
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48. Co-create with the users, stakeholders or clients
J. Boye Conference
torsdag den 7. november 13
Make It Right

49. Introducing the why
WHY is it right ?
J. Boye Conference
torsdag den 7. november 13
Make It Right

50. The ROI
Involving users means co-creating and thereby giving the users a promise
Investing means use of time and money
But there is a return on this Inv(olve)estment
There is a minimum of backflow
Making it really intuitive will save support costs
Knowing the user needs will make it possible to optimizing task performance efficiency
Making it exploring and user friendly will increase the conversion rate
Delivering on your promise will create loyal users
torsdag den 7. november 13

51. Avoiding the SAG
Service Anticipation Gap
The distance between what users expect and what they get
A lot of products or services does not live up to nor do they
exceed the users expectations
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52. Avoiding the SAG
Enormous spendings on ads to sell the perfect product or service
SAG
And much less spend on planning and designing these services and products
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55. Introducing the how
How do you do this?
J. Boye Conference
torsdag den 7. november 13
Make It Right

56. Get stakeholder commitment and business support
Business Goals
ROI
torsdag den 7. november 13
Customer Value
Business Model Canvas
Business Case

57. Doing agile UX and not waterfall UX
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58. How do you build and measure in an effective way?
http://www.youtube.com/watch?v=iVFTBj_BYy0
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59. How do you find the right NEW features?
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60. Sum Up
WHAT ARE THE RIGHT THINGS?
Minimum viable product
Focus on experience
Be agile
WHY ARE THEY RIGHT?
They create ROI/i
HOW DO YOU DO RIGHT?
Generate business support and understanding
Be fast - sketch
Involve people
Use trendwatching
J. Boye Conference
torsdag den 7. november 13
Make It Right

61. Anne Louise Grønnebæk Hansen
annelouise.gronnebak@designit.com
Thank You!
J. Boye Conference
torsdag den 7. november 13
Make It Right