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The RTFM of
  Usability
                         @uxrick
@angelpadorg Sep/28/10
Cast
                      Product                 UX


                                              User
               ...
http://www.all-tribes.com/eng/catalog/rtfm-vol2-girls-mastic-p-51.html
Go away.
  How do I get
  CNN in MS-Office?
                                    RTFM!



Read The Fantastic(?) Manual
     ...
Unfortunately real people don’t RTFM
 1. F != “Fantastic”
 2. Easier to bug the local techie
 3. Better things to do
     ...
Unfortunately real people don’t RTFM
 1. F != “Fantastic”
   Usability time!
 2. Easier to bug the local techie
 3. Better...
How
         do we make our
         product usable?




TTYFU co-creation credit: Dave McClure
Pic: http://www.flickr.com/...
Go away!
              How
         do we make our                          TTYFU!
         product usable?




   Talk To...
TTYFU =
 “Usability” +
 Field studies +
 Surveys +
 Metrics ++

Great
starting point
                   http://www.sensibl...
Unfortunately
                                                       real startups
                                       ...
Unfortunately
                                                       real startups
                                       ...
TTYFU
W/O
TTYFU*
*Talk To Your F... Users Without
 Talking To Your F... Users
%^&*!!
                  WTF?
Product



Eng       bash% man ttyfuw/ottyfu
Structured UX Review

Simulate a target user!
- Simple & quick
- Catch issues early

 Not a substitute for TTYFU
 but a us...
Simple Process
 1. Choose a Target User
 2. Identify their goal
 3. Step through UI to achieve
    goal (& note problems)
...
Example

User: My Mum (Mom)

Goal:
        I want to donate some money to
        my son’s sponsored bike ride
St ep 1
St ep 1

            Not personalized



                  Very wordy


          Buried call to action
St ep 2
St ep 2
           Again, easy to miss
           call to action



          Distracting animations

          Distractin...
St ep 3   Exercise for you!
Step 4   Exercise for you!
Bonus points: TTYFU

Iterative “small-n” user studies   hi!
 - Involve entire team
 - Again, start early
 - Cover entire l...
Startup UX Bombs - “New Users”


How to provide users
with a “challenging”
first experience in 5
                         %...
Startup UX Bombs - “New Users” #1




Forget about how users get
to your landing page
Startup UX Bombs - “New Users” #2




          No clear call-to-
        action on every step of
          the new user fl...
Startup UX Bombs - “New Users” #3


Provide a long, drawn-
out signup form
Startup UX Bombs - “New Users” #4

         Post-signup, dump users
         on the Account page
Startup UX Bombs - “New Users” #5



     Don’t do QA of all end cases in
     your conversion flow




e.g. Don’t tell use...
Startup UX Bombs - “New Users” #5




    Its not just startups who make
    these mistakes




See http://bit.ly/bccatS
Recap
TTYFU!
No money? No time? Too shy?
- Start with a structured UX review
- Choose target user and goal
- Step through ...
GO FORTH &
TTYFU!
Rick Boardman
rick@upstartux.com
@uxrick
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Talk to your Fantastic Users @Angelpadorg

  1. 1. The RTFM of Usability @uxrick @angelpadorg Sep/28/10
  2. 2. Cast Product UX User Eng Thanks to Braden Kowitz for smiley graphics
  3. 3. http://www.all-tribes.com/eng/catalog/rtfm-vol2-girls-mastic-p-51.html
  4. 4. Go away. How do I get CNN in MS-Office? RTFM! Read The Fantastic(?) Manual http://www.all-tribes.com/eng/catalog/rtfm-vol2-girls-mastic-p-51.html
  5. 5. Unfortunately real people don’t RTFM 1. F != “Fantastic” 2. Easier to bug the local techie 3. Better things to do http://www.flickr.com/photos/juandesant/2320949867/
  6. 6. Unfortunately real people don’t RTFM 1. F != “Fantastic” Usability time! 2. Easier to bug the local techie 3. Better things to do http://www.flickr.com/photos/juandesant/2320949867/
  7. 7. How do we make our product usable? TTYFU co-creation credit: Dave McClure Pic: http://www.flickr.com/photos/victoriapeckham/164175205
  8. 8. Go away! How do we make our TTYFU! product usable? Talk To Your Fantastic(?) Users TTYFU co-creation credit: Dave McClure Pic: http://www.flickr.com/photos/victoriapeckham/164175205
  9. 9. TTYFU = “Usability” + Field studies + Surveys + Metrics ++ Great starting point http://www.sensible.com/rocketsurgery/index.html
  10. 10. Unfortunately real startups don’t TTYFU 1. Lack of time 2. Lack of money 3. Too shy 4. “Launch and see” syndrome http://www.flickr.com/photos/dunkv/97119622/lightbox/
  11. 11. Unfortunately real startups don’t TTYFU W he Lack of time hat is t 2. Lack of money 1. 3. d” rlToo shy and see” “He llo Wo 4. “Launch of TTYFU ?syndrome http://www.flickr.com/photos/dunkv/97119622/lightbox/
  12. 12. TTYFU W/O TTYFU* *Talk To Your F... Users Without Talking To Your F... Users
  13. 13. %^&*!! WTF? Product Eng bash% man ttyfuw/ottyfu
  14. 14. Structured UX Review Simulate a target user! - Simple & quick - Catch issues early Not a substitute for TTYFU but a useful compliment ...
  15. 15. Simple Process 1. Choose a Target User 2. Identify their goal 3. Step through UI to achieve goal (& note problems) At each step ask: “What would they do next?”
  16. 16. Example User: My Mum (Mom) Goal: I want to donate some money to my son’s sponsored bike ride
  17. 17. St ep 1
  18. 18. St ep 1 Not personalized Very wordy Buried call to action
  19. 19. St ep 2
  20. 20. St ep 2 Again, easy to miss call to action Distracting animations Distracting navigation Very wordy
  21. 21. St ep 3 Exercise for you!
  22. 22. Step 4 Exercise for you!
  23. 23. Bonus points: TTYFU Iterative “small-n” user studies hi! - Involve entire team - Again, start early - Cover entire lifecycle Triangulate findings with metrics
  24. 24. Startup UX Bombs - “New Users” How to provide users with a “challenging” first experience in 5 %^&*!! easy steps! WTF?
  25. 25. Startup UX Bombs - “New Users” #1 Forget about how users get to your landing page
  26. 26. Startup UX Bombs - “New Users” #2 No clear call-to- action on every step of the new user flow
  27. 27. Startup UX Bombs - “New Users” #3 Provide a long, drawn- out signup form
  28. 28. Startup UX Bombs - “New Users” #4 Post-signup, dump users on the Account page
  29. 29. Startup UX Bombs - “New Users” #5 Don’t do QA of all end cases in your conversion flow e.g. Don’t tell user its out of stock until they checkout
  30. 30. Startup UX Bombs - “New Users” #5 Its not just startups who make these mistakes See http://bit.ly/bccatS
  31. 31. Recap TTYFU! No money? No time? Too shy? - Start with a structured UX review - Choose target user and goal - Step through flow systematically - You will learn loads (promise!) - Then TTYFU
  32. 32. GO FORTH & TTYFU! Rick Boardman rick@upstartux.com @uxrick

Talk to your F***** Users preso for @Angelapadorg

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