Understanding user experience (UX) and the UX design process can differentiate a company from its competitors. This one- to two-day workshop will cover the importance of a user-centered design process and the benefit of incorporating UX activities at every stage of a project. It includes hands-on exercises to practice some of the UX techniques.
1. INTRODUCTION
- User Experience (UX) – What Is It and Why Is It Important
- UX Design Overview
- Who Should Be Involved?
- Involve Developers Early
- Design Thinking Overview
- Starting Point: A Customer or a Problem?
2. UNDERSTAND USERS AND THEIR NEEDS
- Who Are Your Customers and Users?
- Market Definition Exercise
- What Are Their Needs? What Problem Are We Trying to Solve?
- Design Thinking – Start with a Problem or Point of View Statements
- Problem Statement Exercise
- How Do We Learn About Their Problems and Needs?
- Why-How Ladder Method to Flush Out Needs
- Traditional Techniques – Surveys, Interviews & Focus Groups
- Importance of Observation to Understand User Experience
- Case Studies on User Observation
- User Observation Exercise
- Methods for User Observation
- Contextual Inquiry and Empathic Design Framework
- Be a User and Experience What They Do
3. DETERMINE PROBLEMS & OPPORTUNITIES
- Summarize and Organize User Needs and Issues
- Extracting Statements of Need, Problems, Likes and Dislikes, and Use Situations
- Organize with Affinity Diagramming
- Document with a User Needs Dictionary
- User Needs Dictionary Exercise
- Prioritize Customer and User Needs
- Define the User with a User Persona
- User Persona Exercise
- Create User Stories to Empathize with the User
- Develop a User Journey Map to Examine the Big Picture of the Customer Interacting with Your Company and Product
- Develop Use Cases to Define What Needs to Be Accomplished by the Product
- Accumulate Findings and Ideas on Board with Sticky Notes
4. CREATE SOLUTIONS
- Respond to User Problems or Needs with “How Might We” Questions
- “How Might We” Question Exercise
- Ask the Stupid Question
- Ideation and Creativity Techniques
- Brainstorming
- BrainWriting
- Crowdstorming
- The Anti-Problem
- Widen or Narrow Constraints
- Breakdown, Narrow or Expand the Problem Approaches
- Where Are the Opportunities to Innovate, Streamline, Simplify or Delight the User?
- Write a Working Backwards Press Release
- Create a Critical Reading Checklist
- Don’t Focus on Feasibility and Cost Yet
- Selecting Ideas to Further Develop
- Create Solutions – Methods for Product Concept Design
- Benchmarking and Product Tear-Down’s
- TRIZ-Theory of Inventive Problem Solving
- Osborn’s Checklist
- IDEO Shopping Cart Case Study
5. DEVELOP, LEARN AND IMPROVE
- User Interface Design
- Industrial Design
- Human Factors Principles
- User Interface or Man-Machine Interface Principles
- Usability Guidelines
- Narrow Solutions with Set-Based Design
- Use Prototypes to Learn and Improve
- What Do We Want to Learn About?
- Rapidly Prototype and Iterate
- What is the Best Prototype Method to Gather Needed Information with a Minimum of Effort?
- Concept of the Minimum Viable Product for Customer Feedback
- Usability Testing
- In Person, Moderation, and Observation
- Usability Testing Process
- A/B Testing
- Multivariate Testing
- Usability Metrics
- UX Design Evolution
6. GATHER FEEDBACK AND IMPROVE
- Visit Customers After Purchase
- Get Feedback from Product Support or Technical Support
- Integrate Developers with Product or Technical Support
- Case Study: Intuit User Feedback
7. ESTABLISHING A UX DESIGN PROCESS
- Incorporate UX Into Your Development Process and Culture
- UX Is a Closed-Loop Process
- UX: A Functional Responsibility or a Project Team Responsibility
- Using a Cross-Functional Team Approach
8. SUMMARY
- Developing an Action Plan
- Final Questions and Discussion