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Talk to your Fantastic Users @Angelpadorg

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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

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