Expert reviewing a heuristic evaluation

6 Aug

I recently changed jobs and now work as a User Experience Consultant at Interaction Design Studio. Since starting I’ve been doing a lot of work conducting heuristic evaluations (HE).

Screen shot: Expert Review

Just to recap, a HE is an inspection method or review conducted by a usability expert, of a website which complies to widely accepted (and even adopted) design principles. These design principles (called heuristics) are what is considered standard practice or rather best practice. For example, when submitting form data the system should inform the visitor that ‘something’ is happening – processing, validating, checking, submitting – something that keeps the visitor informed. An ‘official’ widely used set of heuristics are Jakob Nielsen‘s ‘Ten Usability Heuristics‘.

A practitioner involved in the field of user experience conducting HEs is an essential skill and dare say one that should be mastered. Having the ability to pick apart a website and analyse its strengths and weaknesses has many benefits, notwithstanding cost-benefits and speed to conduct. Often the findings provide insights which allow website owners to fix the quick and easy issues, the low hanging fruit fixes. In most instances conducting a HE serves to highlight potential flaws and usability failings, but also suggest or recommend ways to fix or correct the issues.

I’ve been reviewing and reading HEs conducted by other practitioners. I find it kind of interesting to read their assessments. Often they spot issues which I may have missed, or articulate the problems differently. Reviewing HEs is also a good way off checking work too, making sure there are no errors, and of course it acts as a second pair of eyes strengthening the assessment process.

But, are we writing these reviews with the end-user in mind? Are we using technical terms with explanations? Quite often the reviews I write are written for business managers, website owners and marketers, and not user experience or usability professionals. So should we place more emphasis (on our writing) on our clients? Perhaps we should be writing both a technical and a normalised version? Or should we be documenting our findings providing explanations for technical terms which seem impossible to omit?

My view is that prior to writing a HE be clear about who its recipient is. All HEs or expert reviews should be written in normalised language and where unavoidable provide explanations for technical terms.

What do you think?

Mobile device switching, for improved productivity

2 May

Use Flow: User to submit press release from mobile device

Many of us working in the corporate world operate two mobile devices. In many instances the reason is primarily because the company has a corporate deal which involves an email exchange server and an associated Blackberry device policy. At the same time people have an additional smart phone for private use, like an iPhone. I know I do.

It’s widely accepted that certain functions work on some mobile phones but not on others and that operating those functions, like text documents, on different devices culminates in a better user experience. For example, trying to create and edit a document using an iPhone is seemingly easier than say the Blackberry (that does not include the manual operators, it’s the applications functioning).

During a recent usability test (testing a news wire iPhone app) I discovered that the participant did exactly as I do. When I asked how they would edit and send a document (press release) from their device they said they’d email the document from their work mobile device (the Blackberry) to their private mobile device (the iPhone) first, then edit the document on their iPhone before sending.

What contextualised findings have I learnt from the empirical usability test? Well, other than the specific functional insights originally set out, a) the only way to access work files is through the work device and therefore only good for emailing out* and b) workers are very good at finding alternative ways, albeit unconventional or perhaps inefficient, to complete tasks.

* phoning too of course

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Agile UX

11 Feb

Matt Roadnight discussing Agile methodology (user story map slide)

I attended Agile UX SIG #2 last night at the ThoughtWorks where agile geeks met to discuss the much hyped Agile methodology. While I’m curious about all the fuss I’m also professionally interested to learn how Agile might improve workflow. Further, next year (User Interaction Design MSc) I’m enrolled in a ‘Agile Methodology’ module at university (see below). My hunch is Agile methodology will gather further momentum and become more widely adopted in the future so I need to pay attention to it.

Agile Development description:
This module provides a systematic understanding of the fundamental principles and techniques associated with agile project management, by linking the DSDM Atern framework with the object oriented paradigm through tools like SCRUM. Kingston University, CISM

Anyway, at last nights meeting Matt Roadnight, an Agile Scrum coach, explained how he coaches Agile Sprint methodology with business teams (his clients). Essentially there are three overlapping groups: Project Owner, Team Members and a ScrumMaster. Every project has what’s called a ‘Backlog’ – a set of items that must be designed/developed to progress the project. The project undergoes continuous flurries of meetings, or Sprints, where these backlog items (or groups of related and timely) items are discussed. Future items requiring attention are discussed in sprint planning meetings too.

Role definitions and responsibilities

Matt went on to define roles and stressed the importance of collaboration and communicating amongst each other he defined responsibilities. The Project Owner – typically a senior stakeholder – is responsible for the Vision which includes strategy, business case, user experience research, as well as ROI. The Analyst is responsible for the Features and finally the User Experience Designer is responsible for the Experience. While the Analyst may be a stakeholder too, the UED is customer facing. I might add at this point that there was a little push back from the attendees arguing that user experience and features should not be seen as separate activities… they should validate against each other.

Themes

Matt spoke about trying to group backlog items into related groups or Themes which focused on an particular aspect of the design. They are made up of units of User stories. A typical ‘story’ might look like this:

“As the <USER ROLE> I want to <PERFORM FUNCTION> so the <BUSINESS REASON>”

The next Agile UX meeting (in ~6 weeks time) will include a practical hands on 2-hr session walking through a typical lifecycle of an Agile project.

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Who first conundrum surrounding product innovation and user needs

3 Jan

Recently, Don Norman, from The Nielsen Norman Group, posted (Technology First, Needs Last) what seems to be a provocative assertion that in product design, technology comes first, then it’s user needs. Put another way, of all the notable innovation to emerge the driver was technology (and not what UX design folk universally believe –  user observation and ethnography). Norman cites examples of how new products evolve when technologist take existing products and serendipitously produce innovative products. The examples include: “The Airplane, The Automobile, The Telephone, The Radio, The Television, The Computer, The Personal Computer, The Internet, SMS Text Messaging, and The Cellphone”

While still relatively new to the field of interaction design and all its associated family of off-shoots, I’ve found myself at a cross road of understanding. I’m looking for some clear thinking of what truly exists (of possible). The most frusting thing about the aforementioned assertions is it’s personally frustrating that I have no absolute stance. Let me continue and take a stab at it at this posts conclusion.

I’m currently reading Alan Coopers’, The Inmates Are Running The Asylum, in which Cooper begins by arguing that in a world of products operated by computer chips, products are being designed that do exactly what their programmers instruct them to do with very little user empathy. From his writings I deduce Cooper implies that we need to do more ethnography so that products offer better support and function to its users. Where technology leads it seems difficult to achieve this.

In James Kalbach’s post, Don Norman on Ethnography and Innovation, he counters Norman’s Edison example deducing:

“It would also appear that Edison did a type of ethnographic observation in inventing the light bulb”

My view of product design and innovation is that before a new product is realised many hours of work goes into understanding what users need or what would help better fulfill a users tasks. Time is spent observing – through ethnography and other methods – users and how they interact with their surroundings. Also, a great deal of time is spent truly understanding exactly what the problems are. Answering the ‘why do we need it?’ questions. After reading Norman’s piece I can see that there are alternative instances where innovation stems from evolution alone (using technology). As the world moves through the technology age, more and more instances of ‘technology-first’ will become evident.

My views are divided. I fully accept that new products (and services) are created by technologists first, especially nowaday’s for example in web applications, thus supporting Norman’s assertion. But, I also accept that there is a huge and essential role in understanding user needs that leads to innovative products development (and services).

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Sketching makes it clear

19 Nov

Often when I’m stuck or reach a road block – during projects – I turn to pen and paper to form sketches. Sketching allows me to draw from my minds eye into a temporary holding area (paper). Then when I have enough information I can then translate that view back into the poject.

Kingston University application for User Interaction Design (UID)

8 Nov

In May this year I wrote excitedly about an application to complete a Masters at UCL. Whilst I knew there was a good chance my application would be turned down I was hoping for a small miracle. Unfortunately I learnt soon afterwards that my application would be turned down. The reasons were never given, but to be fair to UCL I could have inquired myself. Due to disappointments at the time, I simply wanted to to move on.

Kingston UniversityFour months later and I can report that my Kingston University application – for a MSC User Interaction Design – has been accepted. While the programme officially started in September I’ll be starting in January 2010. To say I’m happy would be an understatement. I’m ecstatic. Finally I can put a lot of what I’ve learnt (through passive and active self discovery) about designing great user experiences into formal practice – a systemic approach.

You also cover a systematic approach to designing interaction – one that is explicit, knowledge based and creative – and various kinds of user interface technology.
Kingston University programme description.

I’ve met my tutor via email and he’s prescribed a programme that should see me cover all the required modules in two years. The programme includes: Research Methods (1 & 2), User Factors, Experience Design (1 & 2), Usability Engineering plus three optional modules before concluding with a final project.

So, it’s going to be a busy two years while I juggle a full-time job, a family, cycling with my Masters. I’ll be making necessary adjustments in my day-to-day schedule like dropping competitive cycle racing and reducing the amount of networking functions I attend whilst including necessary time to study. My priorities for the next two years are: Family, Work and MSc. I’ll be scheduling extra time to manage my studies, including: lunchtimes, evenings and weekends.

Roll on January 2010…

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Corporate observations – times of change for climate change

15 Oct

Climate Change

Blog Action Day 2009: Climate Change

I don’t often talk (blog) about personal opinions on global matters like Climate Change, but in the spirit of Blog Action Day and climate change on the agenda I thought I ought to.

As the topic of climate change edges rapidly higher on everyone’s agenda it seems we can no longer avoid it or push the environmental snooze button.

With marked increase in media attention, hype and all to frequent evidence of climatic catastrophes, the full consequence of our man-made actions are forcing conscientious people to pay attention.

Focus and attention is no more obvious than right at our company – UBM. This is not an sucking up exercise to gain brownie points (or Wiki points for that matter), it’s merely something I’ve observed over the course of ~12 months. I love observing people, habits, cultures and adaptation from influence. I guess I can self-confess to being obsessive about observation and working out behavioural impacts and reasononings. Anyway, over the last two years I’ve noticed many changes in my immediate work space vacinity. Some of the changes are subtle some profound but overall I believe it’s making an impact albeit minuscule in the grand scheme of things. And its impact is not just at work but home too.

I want to dedicate this Blog Action Day post to three sets of people:

  1. The company ‘environmentalists’ – for commissioning the company initiatives and enforcing them and irrespective of their own personal agendas,
  2. My colleagues – who’ve adapted really well to the cultural changes and partcipated unreservedly and finally
  3. Me – for committing time to write this post and present my obbservations (see below).

So on with my obsessive observations then. At my work (UBM Live) here are 10 areas where I’ve observed changes (environment and economical): see a few snaps below

  1. Lift antrums – automated light on/off switches
  2. Toilets – automatic on/off lights switches and manual time sensitive bathroom water faucets
  3. Fewer paper waste bins as well as dedicated paper-only waste bins
  4. Waste separation buckets for better recycling (plastics, cups)
  5. Sugar sachets replaced with dispensers (less waste) in our canteen
  6. Email signatures discouraging pointless printing of emails
  7. Better optimised websites for print versions aimed at reducing uneccessary paper wastage.
  8. Facilitiy provision to encourage commuting by bicycle and ride-to-work schemes to encourage cycle commuting
  9. Centralised ‘Climate Day’ initiatives aimed at making employees more aware of its waste production and its effects on the environment
  10. First exhibition to be awareded carbon neutral status in Europe.

Naturally there is always room for improvement. So whilst we’re making fantastic in-roads into reducing our waste and there is more room for improvement:

  1. Continue to make improvement to cycling to work culture perhaps by offering incentives for employees
  2. More senior management encouragement of healthy social events aimed at Corporate Social Responsibility
  3. Lift cancel button (LOL) – just had to say that
  4. Environment awareness campaigns and better disposal monitoring.

With our company’s collective effort we’ve managed to save a huge amount on wastage (tonnage) in 2009. These initiatives stand testiment to UBM’s committment to its corporate responsibility at protecting the environment in the fight against climate change.

As part of the company-wide initiative our bloggers are supporting Blog Action Day (on Climate Change) so why not check out my colleagues’ post too.

If you would like to read similar posts on this subject from some of my colleagues, please click on any of the links below:
The Alarmist http://thealarmist.wordpress.com/2009/10/15/blog-action-day-2009-the-security-in dustry-goes-green/
FSE fire’s Weblog
http://fsefire.wordpress.com/2009/10/15/uk-fire-industry-delivers-on-reducing-emissions/
These Digital Times
http://johnwelsh.wordpress.com/2009/10/14/guest-post-how-cult-youtube-directors-encourage-a-young-demographic-to-support-climate-change/
TheSecurityLion
http://thesecuritylion.wordpress.com/2009/10/15/security-goes-green-a-contribution-to-blog-action-day-climate-change/

If you would like to read similar posts on this subject from some of my colleagues, please click on any of the links below:

Blog Action Day: bike facilities

Blog Action Day: bike facilities

Blog Action Day: waste bins

Blog Action Day: waste bins

Blog Action Day: automatic stopping faucet

Blog Action Day: automatic stopping faucet

Blog Action Day: light sensor

Blog Action Day: light sensor

Blog Action Day: sugar dispensers

Blog Action Day: sugar dispensers

Blog Action Day: waste sort

Blog Action Day: waste sort

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Never stop discovering – the power of being social

12 Oct

Getting social with an organised bike ride

Getting social with an organised bike ride

I’m not one for blogging about being social because I think it’s just human instinct that’s inherent within you or that you develop over time. However I was struck at just how much you do discover when you bring social into the mix.

The bike

When I’m not at home enjoying time with my kids or at work I ride bicycles. I often ride to work commuting with all my work gear (laptop, clothing, books, etc) and at the weekend too. At the weekend I’m either racing or riding socially (or training to win races). Anyway enough about my riding, the point is whether on or off the bike I like spending time speaking with different folk. And it’s amazing what you can learn as I found out on my bike on Sunday.

The guy

This weekend I was lucky enough to meet a guy (David Green) who was over to the UK on a short break. While cruising a gentle gradient on bikes I asked David what he got up to when not turning pedals? He went on to tell me he was an internet entrepreneur. “Wow!” I said, “… what sort of stuff are you involved in?” I curiously probed.

The deal

Fifteen minutes later (and nearly involving a crash) he went on to tell me how in 2007 he was involved in a VoIP business that went bust and that he was now bringing content to cyclists in a ‘new – for the audience – digital format – an e-magazine publication. He procures local journalists (aka local riders and racers) to generate the content, either through writing, taking photos, tweeting or filming which he then collates and includes in a bi-weekly digital magazine, Florida Racing Magazine. It’s a really simple idea and very little risk and no (very little) associated production costs. Furthermore, the local contributors are more than happy to contribute (cyclists are vain) their content to the magazine to then see it distributed to a wider audience. For consumers there are not costs for them, they simply provide an email address and the magazine finds its way to their inbox. Better still, you could access the e-magazine directly from the website.

Florida Racing magazine e-zine

Florida Racing magazine e-zine

The pros and cons

Like all ideas there’s more than one side to it. It’s a neat idea for a couple of reasons:

For the distributor:

Viral – readers can share it with their friends
Sponsors love it – they are literally quing up to advertise
Give back to the community – through free (or subsidised) inclusions
Low risk – no risky financial commitments
Socially healthy – inherently social with community involvement
Exciting area to operate in

For the reader:

Niche and relevant content – content the cyclists want relating to their beloved sport
Current – as it happens content (albeit maximum two weeks old at any given time)
Visually lead – cyclists love pictures period
Self-promoting (and for their sponsors too) – they all love a bit of exposure
Viral – I can share it with my friends (mandatory Social Media ingredient)

The real weakness I can identify is the medium it’s distributed in… and that’s all. In a world where ‘content is king’ the only other issue is the level of appropriateness for its audience. Cyclists are tactile and like physical magazines. A field study of the said readers would surely reveal mountains of old magazines stacked to the ceiling in the bathrooms of cyclists’ across the country (I can confirm this).

So what did a discover?

Never underestimate the discovery power of being social no matter the context is. Keeping searching, probing, looking, asking… you’re sure to discover something that has meaning.

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Typographica’s food for information design

10 Oct

Typographica sketch

Typographica sketch

I don’t visit art exhibits however today I attended a UX Field trip event ,organised by Alice, exploring local art. Today’s visit took us to the Kemistry Gallery, in Shoreditch London to see Typographica (11 September – 31 October). I walked away feeling inspired by the cleverly curated collection of photographic pieces. I enjoyed the company of like-minded folks from our local London UX/IA social group http://london-ia.ning.com too.

The journal (Typographica) was founded by a 25 year-old Herbert Spencer, who went on to become one of the most influential British communication designers and typographers. Typographica’s pioneering content included concrete poetry, avant-garde type experiments and photo-documentary, all highlighting Spencer’s ability to fuse images and words in meaningful new relationships, and featured the work of, among many others, Dieter Rot, Robert Brownjohn and Alexander Rodchenko.

We spent time admiring and ‘seeing’ the many visual stories of snippets from 32 publications (two 16 part series: Old and New series) presented as re-prints around the gallery. I particularly enjoyed Hernert Spencer‘s “Mile-a-Minute” edition as well as his “Piet Zwart” piece. Robert Brownjohn’s “Street Level” was seriously inspiring too. I managed to take some sketch notes of interest bits. It gave me a chance to think a little harder stand-out snaps… one in particular was about the “juxtaposed, accidental or design” question posed after a photo appeared of a shop sign ‘ACCESSORIES’ with the first ‘C’ lying at an odd angle provoking that very question (juxtaposed, accidental or design).

After the viewing we spent some time catching up on studies, work and our mobile worlds… with special attention being played to the new social network iPhone/Android app, Foursquare.

Typographica Exhibit

Typographica Exhibit

Typographica Exhibit

Typographica Exhibit

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Nine Essential Characteristics of Good UX Designers (Fred Beecher)

4 Oct

Fred Beecher writes a great post covering what personally use as guiding principles of good user experience design. Fred's characterises nine essential elements a designer should posses to make a good user experience designer:

  1. Moderate Familiarity with Business, Deep Familiarity with Your Business
  2. A Deep Understanding of Human Psychology & Research Methods
  3. Competence in the Basics of Graphic Design
  4. An Awareness of and Interest in Technology
  5. Verbal & Visual Communication Skills
  6. The Ability to Quickly Learn a Subject Matter Area
  7. Mediation, Facilitation, & Translation Skills
  8. Creativity & Vision
  9. Passion

Read the full post: Nine Essential Characteristics of Good UX Designers

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