Defining the damn thing!
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The document explores definitions of user experience (UX) and usability, emphasizing the importance of clear and comprehensive explanations for both professionals and laypeople. It presents various frameworks and definitions, highlighting key components such as effectiveness, efficiency, and satisfaction. Additionally, it argues for the necessity of defining these terms to establish a credible framework for user-centered design and strategy.
Defining the damn thing!
- 1. Defining the damn thing! 1 Chris Rourke chris@uservision.co.uk @crourke @uservision April 2019 And we’re recruiting!
- 2. Defining user experience What’s your experience in defining user experience? • Have you ever had to explain user experience to someone? • Did they understand it? • Was it accurate and comprehensive? • Do we actually need a definition? 2
- 3. The dinner party You are at a dinner party, the wine and conversation are flowing… You’re sitting next to someone you’ve never met before who says: “ Hey, I hear you work in something called usability or user experience – What’s that all about? It sounds interesting.” How would you respond, in a way that gives a clear and accurate explanation during your dinner chat? 3
- 4. The Board You’re a new hire into a medium sized software company. The successful but sceptical CEO has heard that “they’ve hired someone doing stuff on usability and ‘UX’ ” . He wants to know what this is all about so he’s asked for you to present to the Board of Directors about these topics and what it means for his company. As part of your presentation you want to give clear and accurate definitions of usability and user experience. What would you say? 4
- 5. A little exercise Meet your neighbour - Work in pairs 1. Write out your definitions of Usability and User Experience for your context (3 minutes) 5
- 6. 6 The dinner party The Board
- 7. A little exercise Meet your neighbour - Work in pairs 1. Write out your definitions of Usability and User Experience for your context (3 minutes) 2. First person gives their definitions for each of the two terms - and any others you think are relevant (2 minutes) 3. Second person : question their response - do you really understand from what they’ve told you (I’ll provide wildcards) 4. Reverse & repeat 7
- 8. Definitions How did you define: User Experience Usability Other 8
- 9. 9 Do we need a definition?
- 10. 10 "I know it when I see it."
- 11. Why definitions are worth it It stop it from becoming just a buzzword Other professions define themselves – shouldn’t we? How can you have a ‘UX Strategy’ if you can’t define the thing you’re building a strategy for? 11
- 12. But definitions are hard The IA community discussed their own definition forever 12 http://boxesandarrows.com/not- defining-the-damn-thing/
- 13. Starting with Usability Usability is the extent to which a system, product or service can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use. There is a comprehensive definition featuring the context of use and measures of usability. ISO 9241-210:2010 Ergonomics of human-system interaction — Part 210: Human-centred design for interactive systems
- 14. Effectiveness: The accuracy and completeness with which users achieve specified goals. Efficiency: The resources used in relation to the results achieved. (Time, steps) Satisfaction: Positive attitudes, emotions and/or comfort resulting from use of a system, product or service. Usability: The big 3 dimensions Although different – what do all 3 of these have in common? What term do you tend to use more: Usability or user experience?
- 15. Things change 15 The Growth of HCI and User Interface / Experience design – Ben Schneiderman, Medium Frequency of Mentions of terms in New York Times
- 16. 16
- 17. Break it down: Peter Morville’s UX Honeycomb 17 • Useful. Is your product or website useful in any way? • Usable. Ease of use - necessary but not sufficient. • Desirable. Remember the value of image, identity, brand, and emotional design. • Findable. Design navigable web sites, so users can find what they need. • Accessible. Inclusive for people with disabilities. • Credible. Certain design elements influence users’ trust. • Valuable. Deliver value to end-users and the sponsors. https://semanticstudios.com/user_experience_design/
- 18. Other definitions From the UXPA Every aspect of the user's interaction with a product, service, or company that make up the user's perceptions of the whole. - UXPA, Usability Body of Knowledge, Glossary From Wikipedia User experience (UX) refers to a person's emotions and attitudes about using a particular product, system or service. 18
- 19. User Experience (UX) User Experience: A person's perceptions and responses that result from the use and/or anticipated use of a product, system or service. Emotions Beliefs Preferences Comfort Behaviours and accomplishments …. that occur before, during and after use. User experience is mainly about satisfaction and fulfilment of expectations ISO 9241-210:2010 System User
- 20. System, User and the Context of use. The product, system or service’s Brand image Presentation Functionality System performance Interactive behaviour Help / assistive capabilities The user’s Prior experiences Attitudes Skills Abilities and personality …and the context of use (physical & social environment) Three key factors influence user experience
- 21. During use Actual use Before use Anticipated use After use Digested use Imagining the use of the product without actually having used it Digesting the experience of the use of the product Effective, efficient and satisfactory completion of task User Experience (ISO 9241-210) Usability (ISO 9241-211) Difference between Usability and User Experience
- 22. Customer Experience ‘Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.’ - CXPA 22
- 23. My Mental Model 23 Usability User Experience (UX) Customer Experience (CX) Usefulness Engagement Value Trust Consistency Relevance Effectiveness, Efficiency, Satisfaction Task Relationship over time and many touchpoints Wider thoughts of that Touchpoint
- 24. Conclusions Is it worth the effort to define UX & usability? Yes - it states the scope and aims of these terms I doesn’t have to be formal But the formal ones can add credibility to an otherwise abstract concept Use examples to explain what UX is and isn’t 24
- 25. Edinburgh London Dubai@UserVision www.uservision.co.uk 25 hello@uservision.co.uk Thank You !! UX Training & UXQB Certification May 8th We’re recruiting • UX Consultants • Accessibility Consultant • Accessibility Lead