June 16, 2009 in
conferences with
Here is a dump of my live tweets during Jared’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland
warming up my twitter fingers in a vain attempt to keep up with @jmspool
‘ …and they thought that was just a senseless waste of asterisks’ @jmspool
designs can’t intuit anything, people intuit things, calling design ‘intuitive’ is a shortcut.
people become frustrated because they are no longer focussing on what they are doing, they are focussing on the design itself
novelty isn’t always responsible for unintuitive design, sometimes it is simplicity
intuitive design is a personal thing – it is based on what you currently know (your previous experiences)
intuitive design is evolutionary – as the technology matures, our expectation for intuitive design increases.
Current Knowledge (what the user brings with them to the design) & Target Knowledge (what they need to have to complete their task)
In between ‘Current’ and ‘Target’ knowledge = ‘The Gap’. Design happens in The Gap.
is anyone at #uxlondon heading over to tonight’s UX London bookclub? (via @Wandster
Lots of excellent (but not so tweetable) comparisons of IM setup pages and their relative ‘intuitiveness’
wizards reduce Target Knowledge, which is great… as long as they work. If they don’t work, the user is screwed.
a design is intuitive if target and current knowledge are the same, or the knowledge gap imperceptibly small.
ethnography/field research: users in the mist @jmspool
Techniques for creating intuitive designs: Field Studies (Current Knowledge), Usability Studies (Target Knowledge)
use robust personas to store and communicate what you learn from your user studies
can’t believe @jmspool
June 16, 2009 in
conferences with
Here is a dump of my live tweets during Dan’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland
Designing from the Inside-Out: Behaviour as the Egine of Product Design with @odannyboy
@21five it is easier to focus on things like form than it is on behaviour.
many competitive products do very similar things, it is the behaviour of the products that differentiates them (eg iphone/nokia)
features are not a good long term strategy for product differentiation. eg. Flip Camcorders
behaviour led design can be a great defender against featuritis
very pretty KeyNote transitions @odannyboy
It’s easy to replicate features but it is hard to copy how those features behave if care is taken to design them well
Stop looking for people’s goals and preferences and start looking for what they do and why they do it.
Focus on: Motivations, Expectations, Actions, not demographics or preferences for customer modeling
Transitions Matter #uxlondon (ref: previous tweet re: Dan’s keynote transitions. lol)
@odannyboy @lukewdesign If the product was an action, what would that action be? There is a big difference btwn ‘design X’ and ‘design something to do X’
‘So, am I saying form follows function? Somewhat, but don’t quote me’ @odannyboy
June 16, 2009 in
conferences with
Here is a dump of my live tweets during Luke’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland
Next up at #uxlondon @lukewdesign
How do all the things like design patterns, best practices, design principles, design visions etc. fit together?
imagine having 590 Million customers and 10K stakeholders… that’s Yahoo.com. Design that homepage!
Parti = the big idea
A parti is different to a vision statement bc it is expressed through the language of design incl. experiential and aesthetic
tech opportunity, resource alightment, company strategy, market factors, customer insights, all contribute to Parti
Parti derives from usage metrics, customer feedback, market trends, corporate strategy, revenue objectives, concept testing….
Yahoo.com Parti – ‘the dashboard for what you love on the web’
emerging theme from #uxlondon – communicating your design work/principles effectively is as important as the design work you’re doing.
It’s not about having control over this big idea, it’s about being able to get everyone aligned around it.
no one customises/personalises. (@lukewdesign
The top of the Design Sandwich is Design Principles (Jensen Harris’ MS Design Tenets on screen for the 2nd time today)
Good idea or no? Someone has an idea, evaluate that idea against your design principles – does that idea align with principle?
Design Considerations are at the bottom of the Design Sandwich (Opportunities & Limitations)
What is Best Practice? Not how you can solve a problem but how you should solve it.
in situations where bad decisions happened, people lacked some information that would have helped make the right decision @jmspool
the rest of the design sandwich (the filling) = design patterns, best practices and research/testing.
a poor designer will attempt to hold onto a failed parti, thus losing the integrity of the whole. Create another parti!
June 16, 2009 in
conferences with
Here is a dump of my live tweets during Eric’s presentation at UX London. I’m writing a more coherent version of this for Johnny Holland
Eric Reiss on stage talking E-Service (if you want it done right, do it yourself).
Service is 100% about user experience, but UX is not 100% about service.
‘here you’ve got another middle aged white man to tell you what you should be doing’
Lesson 1: Service management is a process not a program
Willing to lay bets that Eric didn’t fly British Airways to London ;)
‘i’m so paranoid about flying British Airways that I take photos of my luggage before I fly with them’
happy customers tell on average 3 people. Eric is v unhappy and telling hundreds. (The av. unhappy only tells about 17 tho’)
Service: there is nothing tangible about service, the experience is the value
service: quality assurance needs to happen *before* production
We don’t want interaction! – we want to minimise our interaction!
3 Types of services: Help, Enhance, Fix
Reading between the rants: customer service is old school and you new school kids are getting most of it wrong. Be more thoughtful
Eric: the problem is that the people who really know Service Management don’t know our (digital) industry. And vice versa.
