What id can_learn_from_ux_122011
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WHAT TRAINING CAN LEARN FROM UX
ASTD Learning Leaders SIG
Jeanne TurnerBarbara Holmes
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WHAT IS UX?
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What is User Experience?
Diagram by Peter Morville, Semantic Studios: http://semanticstudios.com/publications/semantics/000029.php
• Perceptions, responses, and emotions that result from the use of a product, system or service
• Subjective: it is about a person's feelings and thoughts
• Dynamic: it changes over time and with variations in circumstances
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Examples of User Experience
Photo by jzawodn: http://www.flickr.com/photos/jzawodn/58133212/sizes/z/in/photostream/
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Examples of User Experience
Photo by laughing squid: http://www.flickr.com/photos/laughingsquid/3033724807/sizes/l/in/photostream/
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Examples of User Experience
Photo by pin add: http://www.flickr.com/photos/pinadd/2858659917/sizes/z/in/photostream/
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Examples of User Experience
Photo by szilard: http://www.flickr.com/photos/szilard/2158760035/sizes/z/in/photostream/
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Examples of User Experience
Castle and Mickey photos by Express Monorail: http://www.flickr.com/photos/expressmonorail/4007361094/sizes/o/in/photostream/, http://www.flickr.com/photos/expressmonorail/3084577531/sizes/l/in/photostream/Princess photo by armadillo444: http://www.flickr.com/photos/armadillo444/5392520554/sizes/o/in/photostream/
Towel photo by mr matt: http://www.flickr.com/photos/mrmatt/229129736/sizes/z/in/photostream/
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What is User-Centered Design?User-Centered Design is a process that is intended to create a product, service, or system centered around the users' needs and goals and that hopefully leads to an overall positive user experience.
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User-Centered Design Process
Diagram by SAP: http://www.sapdesignguild.org/resources/ucd_process.asp
• The needs and goals of the end user are the main consideration
• Business objectives and technical constraints are set aside at the beginning
• User needs and goals remain the focus throughout the design process
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INTERSECTION OF UX & TRAININGSignificant skills and mindset crossover make the two disciplines natural partners
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Similarities
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Similarities
Training• Focus on end-user• Established
development models• Many research
techniques• Technology agnostic
UX• Focus on end-user• Established
development models• Many research
techniques• Technology agnostic;
but man-made “Things” always play a role
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Differences
Training• Behavior change • Planned-for • Practice skills, test
and evaluation• Interface plays a
supporting role to the content
UX• Fluid integration into
daily life• Designed in• Measurement &
Optimization (M&O)• Interface is the key
focus• Business goals vs.
user needs
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New Expectations
• Interface must also delight
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BREAK: 15 MINUTES
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KEY UX TOOLS
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UX Tools
• Customer journey• Personas and context
scenarios• Prototyping and
usability testing
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A data visualization and a research technique that can identify gaps and opportunities.
CUSTOMER JOURNEY
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Customer
Business
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As a data visualization
• Collects and aggregates what you've already researched about your target audience.
• Enables team to keep focused on the end user.
• Unites business goals to learner/user goals.
As a research tool
• Provides real taxonomy and language
• Illustrates real scenarios, context
• Illustrates emotions and decision-making points
• Supports communication.
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ACTIVITY: CUSTOMER JOURNEY
How did you get to your current career? How did you end up in your current living situation?
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PERSONAS & CONTEXT SCENARIOS
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PersonasUser Research informs the creation of personas, representative user archetypes that are used to guide the design process.
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Context scenariosUser Research is also used to create context scenarios, descriptions of our personas within the context of their need state and the tasks they need to complete to meet their goals.
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• Prevent "design for self"• Separate stakeholder
needs from the user needs• Communicate user needs
in a meaningful way • Distinguish unique user
perspectives
Personas Scenarios
• Put the personas into the context of use
• Helps us design for the full experience, start to finish
• Serve as a foundation for low-fidelity prototypes
• Used as the basis for tasks in usability testing
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ACTIVITY: STRING OF PEARLS
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String of Pearls
An improv technique to quickly generate and ideate stories.
• Person 1: State the first sentence of the story.
• Person 2: State the final sentence of the story.
• One by one, each remaining person contributes a sentence to the story.
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Build and test mockups and sequences to ensure that the program/training works as intended.
PROTOTYPING & USABILITY TESTING
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Prototyping
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Usability Testing• Find obstacles in design • Fast, low cost
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Technique
Think Aloud • Moderator presents a
scenario• Moderator then keeps
quiet and prompts participant
• Notetaker records notes• Digital recording helpful
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ASTD Learning Leaders
ACTIVITY: USABILITY TESTING Who's gonna come up here and volunteer?
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CONCLUSIONUX and Training are natural partners as each leverages complementary skills and outcomes
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QUESTIONSIf you need to reach us:Barbara HolmesEmail: [email protected] Twitter: @volleyballbarb
Jeanne Turner Email: [email protected]: @jean_marie
ASTD Learning Leaders
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References
Customer Journey•Bruce Temkin http://experiencematters.wordpress.com/2009/03/03/legos-building-block-for-good-experiences/ •Jason Hobbs http://www.boxesandarrows.com/person/122-jasonhobbs•Boxes and Arrows http://www.boxesandarrows.com/view/journeys_needs•The Yard Creativehttp://www.theyardcreative.com/bandqhongkong.html•Engine Group http://www.enginegroup.co.uk/service_design/m_page/customer_journey_mapping•Adam Richardson http://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html•Joyce Hostyn http://www.joycehostyn.com/blog/2010/03/22/visualizing-the-customer-experience-using-customer-experience-journey-maps/•People and Participation.net http://www.peopleandparticipation.net/display/Methods/Customer+Journey+Mapping
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References
Personas and Scenarios•Alan Cooper, Cooper http://www.cooper.com/journal/2003/08/the_origin_of_personas.html •User Research for Personas and Other Audience Models, UX Matters http://www.uxmatters.com/mt/archives/2009/04/user-research-for-personas-and-other-audience-models.php•Todd Zaki Warfel, Data Driven Design Research Personas http://www.slideshare.net/toddwarfel/data-driven-design-research-personas
Prototyping and Usability Testing•Jacob Nielsen www.useit.com•Jared Spool www.uie.com•Carnegie Mellon University Library (nice summary of lots of references) http://www.sei.cmu.edu/library/abstracts/reports/92tr013.cfm•Usability Body of Knowledge http://www.usabilitybok.org/methods/p312
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Improv Techniques•The Second City Guide to Improv in the Classroom: Using Improvisation to Teach Skills and Boost Learning http://www.amazon.com/Second-City-Guide-Improv-Classroom/dp/0787996505•Build a Better Team with Improv http://assets.en.oreilly.com/1/event/61/Build%20a%20Better%20Team%20with%20Improv%20Presentation.pdf
References