Crafting Delightful Broken Experiences

Matthew Edgar m@qwconsulting.com@qwconsulting

#edui_broken

Welcome!

Before we get started…

• Owner, QW Consulting• Founder, SpringTrax• From: Littleton, Colorado

Share your presentation experience today using #edui_broken

Agenda.

Today we will…• Define Broken Experiences

• Cover the 3 Steps to Handle Broken Experiences

• Step 1: Find Errors On Your Website

• Step 2: Craft Broken Experiences

• Step 3: Test & Improve Broken Experiences

• Answer Questions & Share Ideas

What Are Broken Experiences?

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Broken Experiences?

When errors break the experience we

designed for our users.

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#edui_brokenTechnology can fail.

#edui_brokenFocus on tech fix?

#edui_brokenFocus on experience.

#edui_brokenErrors ripple out…

So, How Do You Handle Broken Experiences?

THREE STEPS1. Find2. Craft3. Test

STEP ONE:Find the Errors

on Your Website

#edui_broken“I don’t have errors!”

X

#edui_brokenAsk yourself…

Do I Have Errors?

Which Errors Do I Have?

X

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Meet Sally, IT Manager

#edui_broken“I have errors.”

Common Errors

#edui_brokenSearch forms

#edui_brokenContact forms

#edui_brokenForgot password

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404 Not Found Errors

#edui_brokenServer Errors

Your site’s errors are unique.

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How do you find errors on your

website?

#edui_broken1) Monitoring Tools

#edui_brokenForms

#edui_brokenError Events

#edui_brokenForm Errors

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404 Not Found Errors

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404 Not Found Errors

#edui_brokenServer Crash

#edui_brokenPingdom

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2) User Testing

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User Testing

Test to find errors…

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User Testing

…and to understandexperience.

#edui_broken3) Error Mapping

#edui_brokenBrainstorm & Investigate

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Brainstorm & Investigate

What errors could happen?

What errors are happening?

Practical Guide#edui_broken

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Practical Guide

How many users are affected?

In what way are users affected?

#edui_brokenError Roadmap

#edui_brokenError Roadmap

STEP TWO:Craft Broken Experiences

Goal 1:Continuability

Users Have 3 Options

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Users Have 3 Options

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Leave

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Go back

Leave

Users Have 3 Options

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Go forward

Go back

Leave

Users Have 3 Options

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Momentum

Friction

Friction

Users Have 3 Options

#edui_brokenPoor

#edui_brokenOkay

#edui_brokenGood

Goal 2:Clarity

#edui_brokenWhere do I go now?

#edui_brokenPoor

#edui_brokenOkay

#edui_brokenGood

Goal 3:Relevance

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Provide useful directions

THIS WAY TO

OZ

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Return home

#edui_brokenOkay

#edui_brokenGood

STEP THREE:Test & Improve

Broken Experiences

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User test the broken experience.

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Split test the broken experience.

#edui_brokenMonitoring Tools

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For Example: SpringTrax

In Conclusion:

Be Vigilant: Always Improve Broken

Experiences

REMEMBER…

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Errors will happen.

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Find the errors.

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Positive experiences.

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Questions?

Matthew Edgar www.qwconsulting.comwww.linkedin.com/in/matthewedgar@qwconsulting

m@qwconsulting.com720-221-7961

THANK YOU!