Director of UX Strategy: Process by Skye Sant

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Director of

Us er E x pe r i e n c e S t rat e gy: An exploration of skills and outcomes in c lu d in g e x a m p l e s of p l a n n i n g a n d D e s i gn d e l iv e ra b l e s

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D I R E C TO R , U s e r ex perience STRATEG Y A Maker and an Administrator As a UX manager IĂ m concerned with excellent user ex per iences. I collaborate and build strong mul tidisciplinar y teams across the whole company and I institute and continually evaluate our U X processes. I also I help resolve company pr ior ities and roadmap our product vision. As a UX designer, IĂ m daily in dif ferent stages of designing current features of a product as well as evaluating past iterations for coherence. I produce relevant content and design documents for use across depar tments. In order to ef fectively practice user-centered design I use several dif ferent sk ill sets:

USER RESEARCH Under standing, through obser vation or testing, the ex per ience of those who use a system.

Co n t e x t u a l i n q u i r y, f i e l d i n t e r v i e w s , h e u r i s t i c e v a l u a t i o n s , u s a b i l i t y t e s t i n g, p e r s o n a s , s k e tc h i n g, j o u r n ey m a p s

CONTENT STRATEGY Planning for the creation, governance and deliver y of useful, usable content. Identif ying & organizing information wi thin a system in a purposeful & meaningful way

G o ve r n a n c e, i n fo r m a t i o n a r c h i t e c t u r e, concept models, content processes, d o c u m e n t a t i o n, pattern libraries, t a x o n o m y,

INTERACTION DESIGN Designing the interactive behavior s of a system, focusing on their use.

INTERFACE / VISUAL DESIGN Designing the aesthetically pleasing visual qualities of a system.

Wireframes/mockups/prototypes, r e s p o n s i ve, IxD trends, m o b i l e/ emergent t e c h n o l o g y, i n t e r a c t i ve components, IxD documentation S k e tc h i n g, g r i d s , v i s u a l c o n c e p t i n g pattern guides, design trends

UX STRATEGY Planning for successful customer ex per iences with a special focus on business relevance.

Co r p o r a t e g o a l s , t h e p r o d u c t r o a d m a p, r e q u i r e d fe a t u r e s , u s e r g o a l s . Pr oj e ct :

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U s e r R e s e arc h

Understanding, via observation or testing, the experience of those who use a system.

A c t i v e A my

Focus : Fitn es s “Somehow when we’re all in it together it doesn’t seem so awful”

I am:

I wa nt :

I’m pretty active, but I’m looking for ways to improve my fitness

Obser vational study, personas and user journey maps (CafeWell, UX designer)

I really like working out with my friends. Somehow when we’re all in it together it doesn’t seem so awful I want to take it to the next level, but I could use a little push from time to time

Active Amy

A way to participate with friends in activities and programs

I couldn’t tell that I was making progress

To be supported by friends & support my friends

To track progress and see improvement & progress

I couldn’t use my Fitbit/If I had to buy a new device

To be inspired by others for new workouts and ways to keep fit

New ideas/tips & tricks about food, diet and fitness from others

I couldn’t find my friends or couldn’t be in a challenge / program with them

Encouragement & support from others

If I I could get started with something fun pretty easily

To use my Fitbit

I got bored or ‘ran out’ of things to do

I like to talk to other people and hear about what’s working for them

34 years old Owner, Clothing boutique Las Vegas, NV REFERRAL METHOD: A friend who is actively participating in a Reach for the Peaks program that’s sponsored by her work.

I would be upset if:

I ne e d:

To improve my fitness & stay healthy

I use a Fitbit, and I love that it automatically uploads my stats

Ca f e We l l o ppo r t uni t i e s : Getting Started • Let her quickly self-identify to be funneled to the correct content • Let her get started quickly – have smart presets to deliver results and let her tweak from there Setting Goals & Planning • Let her build a fitness plan - set goals, milestones, targets, healthy diets, etc. • Allow her to use her own equipment (FitBit). • Have a “coach” that could make recommendations for her on fitness & preventative health. • Recommend new activities when she’s reaching the end of her scheduled activity. Create Friendly Competition • Let her friends actively participate in the same activities that she’s participating in • Let everyone participate in every program/challenge/activity • Make it easy for her to invite and find her friends (tell her when someone she knows joins, recommend people she might want to follow)

Tracking Progress • Show her that she’s making progress over time and let her see her friends’ progress • Encourage her progress & let her give encouragement to others (high-fives) • Create ways for her to brag on her progress Relevant & User Generated Content Recommend new activities and health living ideas (from CafeWell and other people) Let Amy share her ideas with her friends and others – on the site and on other sites Let her recommend local activities that she and her friends could get involved in

• • •

Rewards Reward progress with new health gadgets/clothes/persk/etc. Let her become a thought or activity leader over time. Allow others to see her this way.

• •

Primary extended persona

Secondary persona

OPPORTUNITIES

EXPERIENCE

ACTIVE AMY

Focus: Fitness

Registration

Connecting with Friends

Find Program and Challenges

Excited to be invited by her friend, Amy finds the registration long and the purpose for some of the information unclear.

Amy can’t figure out how to find her friend or any other people she knows and Global Search doesn’t work.

She cannot join the program her friend talked about. The Challenge pages aren’t coherent and have various content in different places. Amy is confused but selects a few random challenges to get started. She wishes she had someone to advise her.

Though it’s not hard to join, Amy receives no instruction about how to succeed or improve.

Let everyone participate in every program/ challenge/ activity.

Support each challenge by illuminating ways to succeed.

She is asked for the same type of info in different places. She doesn’t see evidence her answers mattered. Make registration more simple and make the answers they do give matter. Consolidate the information asked for and group under headings.

The site doesn’t help her find others she might know. She cannot figure out how to invite anyone to Cafewell.

Make it easy to find and connect to friends Recommend people she might know on the site. Encourage inviting others to CafeWell.

Group/reorganize Challenge pages. Supply coaches and personalized information.

Challenges relevant to Amy aren’t recommended to her.

Recommend relevant challenges/posts/ communities etc.

Participation in Challenge

She sees little visual evidence of progress. She feels little competition or camaraderie. She does the challenge but doesn’t feel very encouraged or rewarded

Visually show progress of herself and others; encourage ‘bragging’

Discussion Boards

Post-Challenge

Amy is confused by the structure and function of the different Boards/ communities/ blog pages. She doesn’t know how to find content relevent to her.

Amy is not directed to a new activity after the challenge ends.

Push relevant content.

Recommend new activities to keep momentum up.

Consolidate and organize structure, AI, and naming conventions.

Allow encouragement and give rewards for progress and completion.

She doesn’t feel very rewarded for her efforts.

Reward her with gadget/clothes/ perks etc. Specifically connect badges to actions and benefits

August 8th, 2012

CafeWell User Journey

Primary persona journey map Pr oj e ct :

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U s e r R e s e arc h

Understanding the people who use a product or system through observation or testing. Ethnographic study, af finit y maps and paper, â&#x20AC;&#x153;The Usabilit y of Full-Arm Gesture Inter facesâ&#x20AC;? (study author)

Single vector behavior cluster

Multi-vector affinity map

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C o n t e n t S t rat egy

Introduction Planning Questions Planning Checklist

P1 P2 P3

NAVIGATION COMPONENTS: The Plan The Background Tha Agenda The Outcomes

"P one" "P two" "P three"

THE BACKGROUND (60% of thinkers will not see this section) Introduction Prereading

i ii

"roman numeral one" "roman numeral two"

THE AGENDA (Every thinker will see this section) Brainstorm Vote Matrix Visual

1 2 3 4

"one" "two" "three" "four"

THE DESIGNER TAB: Crowdsource Activities Assessment Activities Visual Activities Matrix Activities Combinations From Another Session

THE OUTCOMES (Every thinker will see this session) Introduction a "a" Feedback -‐ Qual b "b" Feedback -‐ Quant c "c"

Skye 6-‐12-‐13

Planning Tool Content Strategy

Name and numbering convention

Report from Session 957 https://enterprise.groupsystems.com/login.html?sessionID=957 Passkey: thinktank Interface Experience Grid (TO-BE process)

DEFAULT: QUANTITATIVE FEEDBACK 0

Abstained Votes:

Free download/trial version access, video that introduce the software application, demonstration of the use of the product (virtual or face-to-face), wow/ThinkTank discovery session

Novice explores the software - do tutorials, games and training in order to 'unlock' functionality

Trial version of ThinkTank (dressed down version of ThinkTank with restricted access to functions/features with full help in terms of introduction guides, or perhaps even test of ThinkTank via ThinkTank simulator)

The Thinker participates in a session online

User login to ThinkTank with the received information. Mobile walk-thru screen/ tutorial & in-app help

The Thinker participates in many types of sessions

User login to ThinkTank with the received information; quickstart and guides available, handouts, overlay, tutorials. Online help system available.

The Navigator assists a Leader by moving people and data in a thinktank session

COLLABORATION ENGINEER (Expert)

THINKFLOW/THINKAPP DESIGNER

AWARE (prospect)

(Online or In-class training)

Help Platform (on demand, F11)

progressive interface (UI changes)

Wizard /overlay/ tour

Contextual help (tips and tricks)

Error& Warning pop-ups

User login to ThinkTank with the received information; quickstart and guides available, handouts, overlay

The Thinker participates in session via mobile

*see IN THE INTERFACE, below.

The new Leader runs through online training and simulation to build facilitation skills

Self-directed introduction to ThinkTank, Session planning, development and execution in the online learning platform with simulatorand guidance text/short instructional video.

The Leader is tested for facilitation 'terminal knowledg'e - [more simulation] or [ability to lead session].

Full access to ThinkTank application with help available on demand. Includes in product help like how-to videos, pop-up text etc. Also access to help via link to user forum, help-desk chat, telephone hot-line, or even booking of face-to-face services/help). Access to get simulated quality check of designed session (in simulator which generate automated advice/warnings, or by contact with experienced ThinkTank user.

The Leader demonstrates adequate facilitation knowledge -manual override to proceed.

Contact ThinkTank representitive or Idea Theater personnel for overrides.

The Leader plans a TT session

*see IN THE INTERFACE, below.

The Leader designs a TT session

*see IN THE INTERFACE, below.

The Leader uses the interface

*see IN THE INTERFACE, below.

The new Leader leads a simple sessions with a few people

Ballot

Prospects explore a trial version of TT (functionality limited)

Learning Ladder - ThinkTank User

The Leader understands the processes of how to do certain activities inside ThinkTank (activity templates) *see IN THE INTERFACE, below.

Strongly agree to strongly disagree Vote Number:

Tools/documents/delivery forms

Activities

1. My value 1.1. the value of my time 1.2. the value of my input 2. the value of my leader 3. the efficacy of this meeting 3.1. all the meeting's issues are resolved 3.2. how this leads to business/company goal 3.3. the rightness of the direction we're moving 4. The value of the technology 4.1. to this meeting 4.2. to my wider experience 1. this seems like involuntary marketing/sales. Too pushy?

Interface

1. Quantitative feedback 1.1. I understand:

Video available in the UI

Modes of delivery

What questions should be asked?

text-based instructions in the UI

QUANTITATIVE FEEDBACK: ASKING QUESTIONS

TABS: Thinkers Designer Extras (Future: Documents) (Future: Instructions)

USER INSTRUCTOR

ThinkTank™ Session 957

Said like…

THE PLAN (98% of thinkers will not see this session)

SESSION LEADER (Digital collaboration & ThinkTank session planner and executer)

I n fo r m a t i o n a r c h i t e c t u r e, t a x o n o m y, e x p e r i e n c e g r i d ( L e a d U X A r c h i t e c t, T h i n kTa n k by G r o u p sy s t e m s)

NAMING CONVENTIONS

NAVIGATOR (application user)

Identifying & organizing information within a system in a purposeful & meaningful way

NUMBERING CONVENTIONS -‐ Navigation Tab

SUPER USER

Planning for the creation, governance and delivery of useful, usable content.

NOVICE (Thinker/Participant, trial of ThinkTank)

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The Leader leads complex sessions with many people

Any Comments

1. This session was a good use of my time. 3. The Leader did a good job of managing the session and achieving the objectives.

*see IN THE INTERFACE, below. Session Leader is walked thru the process using a tutorial/video. Also see * IN THE INTERFACE, below.

The experienced Leader wants to be a better facilitator

All 'IN THE INTERFACE' help methods, plus Instructor guided training in planning, development, and execution of standard sessions, using blended learning (on-line learning/simulator and class-room)

The experienced Leader wants to train others

2. [ My contributions were valuable ]

*see IN THE INTERFACE, below.

The Leader leads sessions on the mobile also

Instructor guided train-the-trainer training in delivery of training for session leaders (Blended learning)

The experienced leader wants to create 'blank' sessions

The interface is progressive, and after a certain level of usage this ability surfaces.

The experienced Leader doesn't need as much interface help

The interface is progressive, and after a certain level of usage the interface simplifies and becomes more minimal. (In case of dissuse, level moves back down)

The experienced Leader wants to embed his business processes into TT sessions.

Instructor guided training in planning, development, deployment and improvement of ThinkFlows and ThinkApps (Blended learning)

9/22/13

4. [ It is clear how each of the action items are going to be achieved (who's in charge, what they need to do) ]

*IN THE INTERFACE: Guides and wizards step the Leader through the process; Progressive interface changes the UI based on the level of the user; There are errors, warnings, limits, tips and tricks in the UI; Instructions, downloadable pdfs and videos are embedded into the templates; Contextual help "?" button surfaces relevant advanced howtos; Help Platform is available on-demand. Additional In-class and online training available through Sales.

5. [ There are no unresolved issues or questions from this meeting ] 6. [ I understand how this meeting aligns with and leads to achieving the (business? strategic? department?) goals ]

‘Zigzag’ skills chart (experience grid)

7. [ I agree with the decisions made regarding the next steps to be taken ] 8. The technology accelerated and enhanced the outcome. 9. There are other decisions or processes that would benefit from this approach to aligning teams on a common objective.

Planning Tool Content Strategy Page 1 Planning a quantitative feedback survey

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C o n t e n t S t rat egy

Planning for the creation, governance and delivery of useful, usable content. Identifying & organizing information within a system in a purposeful & meaningful way I n fo r m a t i o n a r c h i t e c t u r e, t a x o n o m y, e x p e r i e n c e g r i d ( L e a d U X A r c h i t e c t, T h i n kTa n k by G r o u p sy s t e m s)

Phases of a session

UI component matched with tasks and facilitation issues

Content creation lifecycle: process mapped over multiple departments Pr oj e ct :

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IXD

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I n t E ra c t i o n D e sig n 1st Column

Designing the interactive behaviors of a system, focusing on their use. S k e tc h i n g, wireframes, documentation ( D i r e c to r of S t r a t e g y, T h i n kTa n k)

RISK GROUP

IxD UX

1. What are the risks facing this organization? 2. Strategic

3. Operations

4. Financial

5. Macro

6. Sector

Responsive design: simplified and condensed elements for the mobile platform.

IxD design documentation Pr oj e ct :

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IXD

I n t E ra c t i o n D e sig n

Designing the interactive behaviors of a system, focusing on their use. Wi r e f r a m e s , flows, p r o to t y p i n g ( D i r e c to r o f U X S t r a t e g y, T h i n kTa n k) ‘Keyboard extract’ pattern

Edit - text entry

Edit - text entry (contribution centered in the window)

What are the risks facing this organization?

What are the risks facing this organization? 1. The unrest in Kiev jeopardizes our 7 developers

1. The unrest in Kiev jeopardizes our developers 2. Inability to retain key technical staﬀ (high turnover) 3. Without metrics, we can’t be sure FeatureA is what our partners need

Edit - submit contribution (click outside box or DONE)

Edit - end state (edit)

What are the risks facing this organization? 1. The unrest in Kiev jeopardizes our 7 developers

What are the risks facing this organization? 1. The unrest in Kiev jeopardizes our developers

7 2. Inability to retain key technical staﬀ I

2. Inability to retain key technical staﬀ

2 3. Without metrics, we can’t be sure FeatureA is what our partners need

3. Without metrics, we can’t be sure FeatureA is what our partners need

RISK NAME

Mobile interactions protoype: edit function (android pattern)

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UX Strat P roce ss As s e t :

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Skye S an t P ort fol io

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u s e r i n t e r fa c e desig n / v isual desig n

Brainstorm

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Brainstorm Welcome to ThinkTank!

AGENDA Welcome

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In brief, weâ&#x20AC;&#x2122;re going to make you as awesome as possible! But first, some important questions... Session Name: Plan

Pass Key:

Session Description:

Month

THINKERS

Day

Year

Day

Year

End: Month

Tag Tray

What kind of session are you facilitating? Face - to - Face Brainstorm How will your participants connect to ThinkTank? Brainstorm Brainstorm Cloud Brainstorm Think

Billy bob joe Nancy Drew Starsky Hutch

Documents

Session Pass Type 1 pass, 24 hours Here we explain what the different session types mean. What dates will you be running this session? How many participants will you have? Start: 0-8 Design

s k e tc h e s , v i s u a l m o c k u p s (g r i d s), f i n a l d e s i g n ( L e a d U X d e s i g n e r, s e ve r a l c l i e n t s)

ThinkTank session #88

ThinkTank

Instructions

Designing the aesthetically pleasing visual qualities of a system.

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Report

Get Started

Copy Activity From Another Session ux

522 -UX STRATEGY UX method vote UX methods Usability Heuristics Insights 786 -UX WIREFRAMES Version vote

ADD TO MY AGENDA

Skeomorphic design with an inconsistent grid becomes flat and internally coherent with other assets in the software.

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u s e r i n t e r fa c e desig n / v isual desig n

Designing the aesthetically pleasing visual qualities of a system.

1024 x 768

Th nkTank GroupSystems

Enter a name to create a new Custom Row Frequent Tasks

Wi r e f r a m e s to f i n a l v i s u a l s ( D i r e c to r o f U X S t r a t e g y, T h i n kTa n k)

Upload Session

Create New Thinkflow

Create New Session Admin My Favorites 5

JOIN SESSION: Session Number

Session ### Session Name

Session Passkey

My Sessions 1 Join

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My Profile

Session ### Session Name

Thinkflows

thinktank 1527: Glossary

Indexed Glossary