Building the Case for UX

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Information about Building the Case for UX
Education

Published on May 19, 2009

Author: AmyCueva

Source: slideshare.net

BUILDING THE CASE FOR UX

INDUSTRY LEADERS PARTNER WITH US

Why are you here?

Good user experience makes good common sense.

ROI = (Gain from Investment-Cost of Investment) Cost of Investment

Are you an MBA?

Then what makes you qualified to have this conversation?

Awe… that’s nice.

WHAT IT TAKES Disciplines Psychology, Human Factors, HCI Research Methods Design Business Process Management Marketing Strategy Customer Behavior Skills Teamwork Business sense Visual thinking Critical thinking Detailed communication Commitment to the profession

Disciplines

Psychology, Human Factors, HCI

Research Methods

Design

Business Process Management

Marketing Strategy

Customer Behavior

Skills

Teamwork

Business sense

Visual thinking

Critical thinking

Detailed communication

Commitment to the profession

USER TECH DESIGN BIZ IT’S UP TO US We are communicators. US

TOOLS OF THE TRADE Will the user of this screen have a good experience?

THE TOOLS OF THE TRADE Ooooh, that looks super nice…

TOOLS OF THE TRADE Closer.

Ask the right questions. Where are we going? How will we get there? How will we measure success?

Ask the right questions.

Where are we going?

How will we get there?

How will we measure success?

Hard Conversion/Acquisition Lead Generation Retention Traffic Viral Referrals Channel Migration Employee Productivity Cost Savings Soft Engagement Customer Satisfaction Brand Loyalists/Champions Adoption/Utilization Awareness Ethics MEASUREMENT

Hard

Conversion/Acquisition

Lead Generation

Retention

Traffic

Viral Referrals

Channel Migration

Employee Productivity

Cost Savings

Soft

Engagement

Customer Satisfaction

Brand Loyalists/Champions Adoption/Utilization

Awareness

Ethics

WHERE IN THE PROCESS? Step I Business Intelligence: Timeline & Extranet Documentation Review Heuristic Analysis Competitive Analysis Stakeholder Interviews Strategic Workshops Technical Discovery & Specification Business Intelligence Findings Step II Experience Definition: User Studies User Personas Creation Task Flow Storyboards Interface Approaches Information Architecture Wireframes Usability Testing Ongoing Technology Feasibility Analysis Step III Visual & Content Design: Creative Brief Visual Design Concepts Visual Design Extension Design Specification Copywriting Clickable Prototype Usability Testing Step IV Development: Design Support Presentation Layer Development Integration CMS Training Content Population Quality Assurance Implementation Warranty & Support Step V Ongoing Analysis: Design and Development Updates Testing & Optimization Analytics & Recommendations

Consider the entire experience. Cross boundaries. Weave it together. Customer Touch Points Visit direct to site Through Search Engine Email Social Media Advertising Mail Call Center/Support In Store/Sales

Customer Touch Points

Visit direct to site

Through Search Engine

Email

Social Media

Advertising

Mail

Call Center/Support

In Store/Sales

Don’t be Milton.

Don’t be a jerk.

Find your allies. Pick your battles. Be nice. Don’t be a slouch. Start small & build.

It’s not always easy. Objections? What have been your barriers?

We can do it!

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