Author Archives: uxdiva

Usability – A Sign of Business Maturity

Just about everybody is familiar with Facebook these days, prior to their IPO last year, Mark Zuckerberg announced that their company would stay cutting edge by  moving fast and breaking things. This is a concept that the company would fearlessly break new territory than settle in the dust. However as time moves on, Facebook is seeing the value in increasing their Usability behind the scenes before going into the spotlight with new features and designs. 

By collecting information about their users and testing new ideas they can predict the success of changes before they go live. These are some of the tenants that User Centered Design are based on.

How do you get started with User Centered Design? Well a good start is a Usability Strategy for success. This should include process for projects to follow that are based around:

  • Research and Observation
  • Interpreting Data and Design Ideas
  • Testing and Evaluation

There should also be project success criteria outline. Like how all of this sounds? I’m just getting started, more to come…

Decreasing the Knowledge Gap

One of the considerations in interface design is that not only do you have to acknowledge that you are not the user, but that your users will all come from unique background experiences. During life our quest for knowledge takes us from zero at birth, and many strive for that unobtainable ‘all knowing’ status. Our experiences leave us somewhere in the middle at our ‘current’ knowledge point.

When we strive to do a new task that we have never performed before, that becomes our ‘target’ knowledge. Our goal to assist the user to get to their ‘target’ knowledge is to remove the gap between current, and target. Designers can use many techniques, but there are only 2 ways of moving a user from their current knowledge to their target knowledge, and that is either through training, or by moving the target closer to current by simplifying the design.

Often times when a user struggles with a task during User Testing, they will need a nudge in the right direction. Sometimes giving them a hint one time, will allow for them to accomplish the rest of the tasks (usually I remind them that left click, right click, and double click are all options). Usually the next time they are faced with the same challenge for which they received a nudge, they will glide past it without even giving it a second thought. I call this a “learn once, use many” situation — a pattern that is used consistently throughout the UI, a metaphor that makes sense.  If the user does not hesitate during the next encounter,  I will usually not suggest its removal.

The way to move the user from current knowledge to target knowledge by simplify the design is to do things like reducing the number of fields on a form, or stepping the user through the sections, or using dynamic displays so that the users actions determine their next steps. Requiring field validation informs the user immediately when they enter invalid information and makes it impossible for the user to proceed.

Another technique for simplification is to map out what we know about our users and their tasks starting with basic information and moving on to more complex concepts. You can use personas and scenarios to illustrate examples of levels of current knowledge starting points.

Jared Spool of UIE 18 discusses what he calls The Magic Elevator of Acquired Knowledge as a metaphor for a way to illustrate the Knowledge Gap and how it can be reduced.

Jennifer Bruner Aid Fundraiser - This Sunday Aug 4th

I am holding a fundraiser for a South Florida Hero named Jennifer Bruner.

On July 4th Jennifer Bruner shielded a 3 year old girl from being hit by a renegade firework. She sustained injuries that resulted in her going to the emergency room from her heroic action.
Jennifer Bruner Aid is a fundraiser to raise money to pay for Jennifer’s medical bills and lost wages during her recovery.

The Fundraiser is August 4th at 4PM at Kaos Ultra Lounge in Fort Lauderdale
Address: 2724 East Commercial Blvd., Fort Lauderdale, FL
Suggested donation $10
Event URL: https://www.facebook.com/events/533470390039605/

Here is Jennifer’s story:

It’s the fourth of July… the BBQ is going, laughter is in the air and everyone is having a picture-perfect evening.  The sun has set and it’s time for the best part of the night….. fireworks, big fireworks. The kind that can be seen for miles.
Seated in lawn chairs at the other end of the yard were Audrey, a 3-year old girl in a ballerina outfit, and a new friend she just met that day, 31 year old Jennifer Bruner. The fireworks flew high above the trees. They were loud. They were beautiful.

Then something went wrong. What was supposed to go up instead went sideways, across the yard. An explosive meant to light up the sky instead landed right at Audrey’s feet.

Heroism is sometimes a decision. Other times it is rooted deeply- it is an instinct. This instinct makes all the difference between life and death, between a scare and disfigurement. Jennifer has this instinct. In less than two seconds Jennifer had bolted up from her seat, taken Audrey into her arms on her way up, and shielded the little girl with her own body. The shrapnel ripped what the doctor said looked like a gunshot wound in Jennifer’s leg. The little girl got away with a tiny burn mark. Jennifer was rushed to the hospital. She waited for the surgeon with calmness and grace. She was there for a week with complications and for multiple surgeries.

What happened on July 4th is the Jennifer Bruner that I have known for 10 years. “Amazing” and “courageous” come to mind. But these qualities take a deeper meaning when they are seen in action, when a person makes a personal sacrifice to save someone from a blast.

Jennifer is a student and full-time worker who lives alone. She would do just about anything to help others. That is exactly what she did on July 4th. And she paid a painful price. Jennifer is unable to walk unassisted and does not know when she will be cleared by the doctors to work again. Meanwhile, her medical bills are piling up.

Please help and make a difference, just like Jennifer did.

Donate here: Http://www.HelpJennifer.info

A Real Life Hero

A friend of mine told me he feels like often times he lacks the satisfaction of making a difference. Some people have the desire to make the world a better place, yet doesn’t see the impact of the change that they bring.

Are you looking to make a difference today?

Over the 4th of July weekend, my friend Jennifer Bruner selflessly threw herself between a 3 year old girl and a renegade firework. Needless to say she took a hit in the leg and has been unable to work. She also has accrued some hospital expenses.

We have set up a Fund to help her in this time of need. Please take a moment of your time to donate what you can to help her get back on her feet. Thank you.

Here is the link to her fund:
www.helpjennifer.info

Over the 4th of July weekend, my friend Jennifer Bruner selflessly threw herself between a 3 year old girl (shown in the picture) and a renegade firework. Needless to say she took a hit in the leg and has been unable to work. She also has accrued some hospital expenses.

We have set up a Fund to help her in this time of need. Please take a moment of your time to donate what you can to help her get back on her feet. Thank you.

Here is the link to her fund:
http://helpjennifer.info

Using a Narrative Story in User Centered Design

Part of the process of creating an easy to use application is sharing vision in a Narrative Story. This entails creating user empathy and explains what issue or pain point is going to be addressed by the software feature. These stories should use the  information collected by the same Contextual Inquiry process performed at customer visits that is also used to build personas.

The persona should be the star of the Narrative Story, and should leverage persona details. The narrative story should be part fact, and part imagination. It should paint a picture around the value of the features that are required to create a most viable product. The narrative should cover an actual sequence of events. It should tell a story around the users pain and frustrations, and it should include day to day information. The story should flow in a narrative sequential way exploring a series of events. Then the narrative should tell how the product should resolve the issue or conflict that the persona experiences.

A Narrative Story can follow a Story Spine like the following format:

Persona name and role, responsibilities….

Primarily concerned with …

(Cadence).. and list of repetitive, tedious or time consuming tasks that produces contrast in the users life.

Painpoint/Frustration

Painpoint/Frustration

Painpoint/Frustration

Persona really wants to…

For (length of time) this has been Persona’s reality.

Until one day, the persona was introduced to/found/adopted, etc…

Which allowed the persona to…(high level summary)

Ever since that day.. list improvements, delights.

Benefit

Benefit

Benefit

As a result Persona… conclude with how personas motivation/goal/pain point has been addressed. Include time/cost savings info (faster, more efficient, cheaper)…

What used to take (time/cost reduction or avoidance) now takes (shorter time/cost).

List how the persona feels now.. with the time/cost saved, the persona can….

Very High Level Summary of UX

UX has to do with following Usability processes moreso than using particular tools to produce results that will enhance usability. The most popular process is known as User Centered Design. This means defining who your users are, analyzing their processes by collecting data about the user.
Once you collect user data, you can create an affinity. Often times this results in creating personas for users. Personas are archetypes that represent your user by encapsulating their beliefs, philosophies and activities. You can also use this affinity information to build a mental model of their activities.
You would use the mental model or persona to help make decisions during the design process. Think, does this feature satisfy a user persona, or would it fullfill some content in a content inventory that you may create based off of a Mental Model.
The tools that you use during your design process would depend on what you are doing. Right now my company uses iRise for prototyping which is extremely expensive. You could however use Power Point or Photoshop, or you could create an HTML mockup. Your prototype should also be accompanied by a page flow to illustrate the interactions.
Once you create your prototypes, you would perform user testing. Would would allow you to vette your designs with users before they go into production. User testing does not have to be formal. It could just be you asking a user questions about some screens to validate the content and language, or it could contain a ‘walk through’ of the process.
I hope this gives you a little more understanding of the UX process. The goal is to take “I think” out of your designs by using user data to ensure that your designs are usable. You can get some brief definitions of Usability Terms in this post in my “What is UX” section of my blog.
Cheers!
UX diva

Thanksgiving 2011

Spending time with my friends this year has really made me realize how fortunate I am. When there is so much chaos in the world, and in the details of people’s lives, it’s really great to take some time to reflect and have gratitude.

I’m thankful for

  • My wonderful son William, he teaches me so much on a daily basis.
  • Meeting Rob, and the experiences we have shared nurturing the loving relationship that we’ve had
  • My son’s new school. William had to switch schools this year, and through this dramatic change, it went for the best.
  • Getting the opportunity to go to Frankfurt and India, and all of the insights and experiences of that trip that also made me realize how fortunate I am
  • My relationship with William’s father, and how involved he is with loving his son
  • Celebrating my birthday with loving friends
  • Celebrating William’s 4th birthday with his class and friends
  • My mom, brother, and his kids
  • The opportunity to go to Captiva, San Francisco, Seattle, and Kansas City
  • My special friends Kristin and Patty who became mother’s this year
  • Going to Universal Studios with Krystal and Rob for Krystal’s birthday
  • Attending Essence of Being and Passionate Manifestation, growing personally and spiritually from that experience and meeting the loving healing forest of friends
  • The kitties who were born in my back yard
  • Halloween with my family and friends
  • The time spent camping in the Keys with Krystal and Rob.
  • Carolina, Joe and Ellie in Hawaii. The way they have welcome me into their home for the week of Thanksgiving and letting me meet their friends.
  • My wonderful roommates Krystal and Jen, it’s been really fun and I love you both
  • Grandma Denton and my mom for always making time for William.
  • Taking William to birthday parties and playdates
  • My loving house, and job, that without I would not be able to support myself.
  • Waking up each morning to create a new day
  • Attending the “Cool Kids Reunion” and reconnecting with friends who I lost touch with over the years
  • My health
  • The spirit that runs through me and everything alive on this earth

When I think about everything I have to be thankful for, it becomes easy to get overwhelmed with how truly blessed I am.

UXDiva’s Journey of a Lifetime – Pune, India Day 2

I woke up nice and early on Sunday. I enjoyed catching up with my friends at home by checking Facebook, and pondered the view from outside my hotel room window. Pune seemed a little more dingy in the early morning light. When I went downstairs to the lobby there were clown cut-outs and balloons at the entrance to the restaurant. I thought someone rented the restaurant for a child’s birthday party, but it turns out that the hotel has an event every Sunday to attract family’s to their brunch buffet. They have entertainment for the children. Seems like a smart marketing move, however I was sure to have breakfast before the festivities began on the following Sunday.

I left the hotel with my coworker, her mom and sister for a day in the city. They had rented a driver from outside the hotel in hopes to save money, however the car was too small, the driver was too smelly, and he got us lost several times. After an argument with the cab company, we let the driver go, and had a driver from the hotel come pick us up. He took us to the shopping district of Pune, the shopping Mall on MG road. There are lots of places in Pune from the exterior are dirty and decrepit, as we walked into the  mall, the inside was shockingly new and modern. I went to a store called West End, and purchased a few outfits. Outside the store was a Pizza Hut. The Pizza was very similar to US pizza except it was served with an extra portion of peppers and ketchup. Outside the mall were very poor looking women and children looking for hand-outs.

I had a very hard time with giving children on the street money because of watching the movie Slum Dog Millionaire. They would tug at my sleeve and put their hands to their mouths to gesture they wanted food. I made sure that later I stopped to buy some candy, as I know that if they had candy they would probably eat it. If I gave them money, they might give it to someone who may be exploiting them.

The view from outside the mall was definitely a stark contrast of modern and poverty. The streets were very dirty and unkept, but the buildings were lined with brightly-colored billboards advertising luxury goods.

After we left the mall, we went to some strip-mall looking buildings. We were lead down 3 flights of stairs to a store called Pix Boutique. We were made to take our shoes off before entering the store. Inside was an array of modern fixtures and shelves filled with brightly colored traditional Indian dresses. A gentleman had us take a seat, and he pulled out dresses that he thought would fit us. My coworker and I tried on several. I ended up buying a dark red/brownish 3 piece traditional indian outfit. It had leggings, a dress, and a sash. We also went to a shop called the Bombay store where I found several gifts for friends and family.

After our shopping we went to search for a beauty salon (pronounced Saloon to the locals). We finally found one that was open at around 7PM. There I got a pedi/mani, and the girls got their brows threaded. I had never seen this process before. As the evening approached traffic picked up. Pune’s lack of public infrastructure has left it a city with poor roads and bad traffic.

Sunday night I had a pretty serious case of Jet Lag. Although I was dead tired from all of the running around we did all day, I could not fall asleep. I felt as though my body was vibrating as I laid in bed. I used breathing techniques and meditation to relax and I eventually fell asleep around 3 am.

UXDiva’s Journey of a Lifetime – Pune, India – Arrival

We arrived in Pune at approximately 5 am. I guess this was a good time to get there, because the airport was practically empty, the only people outside were the drivers ready to pick people up, and there was no traffic. The airport was a lot more modern than what I was expecting. It was still dark when we arrived, and we quickly got to our hotel. Due to the 9.5 hour difference from the US, we weren’t really ready to go to sleep. I was very impressed with my hotel room. The Courtyard Marriott in Hinjewadi was top of the line accommodations. I quickly prepared to unpack my bags, there were a few things that I had to get adjusted to.

First of all, when you arrive at the hotel in the car, a security officer goes around the perimeter of the underside of the car with a mirror to look for bombs. They also circle the car with a dog, sniffing for bombs I assume, and they open each door. As they open your door they always say “good day” with a smile. I suppose this is supposed to make you feel better about being searched. When you approach the hotel, they take your bags to be passed through an x-ray machine, and you have to walk through a metal detector to get through the front door. As you get through, a woman wearing a pretty teal and blue sari welcomes you with a smile as she passes a metal detector over your body. After a few days this behavior became to be quite normal, and I would just greet her with my arms open assuming the position for scan.

When you enter the hotel room, there is a slot next to the door where you put your room key. This activates the electricity in the suite. This benefits the hotel guest because they always know where their key is, and it benefits the hotel because after a few moments it deactivates the lights in the room. It does not turn off the power outlets, so your computer and razor can still be charging after you leave. Another thing I had to get adjusted to was brushing my teeth with bottled water. Most of the electrical outlets in the room have built-in adapters that work for US plugs, however it doesn’t convert the AMPS, so there were still certain electrical items that could not be plugged in.

From hotel room window, there was an interesting view. A large power line tower was immediately to the left, straight out was a hotel that was under construction.  To the right I have a view of the Security gate, the road, and across the road is a very modern looking HP gas station. Behind the gas station I can see green fields, the city line, and behind that are some mountains. The sides of the streets are littered with exorbitant billboards advertising modern luxuries.

After I unpacked I went downstairs to an amazing breakfast buffet. The Marriott really out did itself in food quality and service. Most of the service personnel go out of their way to remember your name, and who your colleagues are. They are also very well versed in the art of small talk, which helps a traveler eating alone feel more at home. The breakfast buffet included Indian specialties, cereals, western breakfast items, british breakfast items, a full array of baked goods, fresh fruits, and fruit juices. They would also make eggs, waffles, and eggs benedict to order. They also offered masala chai upon request.

After lunch I retired back to my room, and took a 2.3 hour nap. My coworker was spending time with her mom and sister, so I decided to go out for a little shopping. I requested a driver and asked him to take me to shop. He took me to a little shop on Bund Garden Road. There I looked at semi precious stones set in silver and gold. The prices were in USD, and I managed to haggle the price down 20%. I was very proud of myself as until recently I was not very good at negotiating prices.

During that period my coworker’s family came and she got reacquainted with them.  We spent some time at the hotel, and I tried a few drinks I had never heard of before. One was called a Paantini, which I didn’t really care for. It was vodka, maritni rosso, gulkand (sweet preserve of rose petals) and coconut chunks. The other drink I had was a Pina Spice, and it was Pineapple Juice, Vodka, Lime and Cardamom seeds. I really enjoyed that one a lot. Unfortunately it took me 2 or 3 days to see how much tax they charge on alcohol at the hotel room.