ux BEST PRACTICES How To Achieve More Impact With User Experience Helmut Degen and XiaoweiYuan With support of Nan Guo Graw

Transcription

1 ux BEST PRACTICES How To Achieve More Impact With User Experience Helmut Degen and XiaoweiYuan With support of Nan Guo Graw New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto

2 Contents Forewords Acknowledgments Introduction xxi xxvii xxix CHAPTER 1 Collaborative, Innovative Design Briefs: 1 What Is a Design Brief Anyway? 3 The Format of a Design Brief 3 How Long Should a Design Brief Be? 4 When Do You Need a Design Brief? 4 Who Is Accountable for Developing a Design Brief? 5 Client or Partner? 5 Co-ownership 6 What Level Should the Co-owners Be? 6 Design Is a Problem-Solving Discipline 7 The Collaborative Brief Development Process 7 Critical Content of a Design Brief: A Checklist for Success 7 Business Impact of Developing a Collaborative Design Brief 10 Becoming a Collaborative Strategic Partner 10 Credibility and Trust 17 Summary 18 CHAPTER 2 Institutionalizing User Experience to Achieve Business Success 19 Who Is SAP? 22 What Is SAP Business ByDesign? 22 The Project History 23 Why Did We Do Something Different with SAP Business ByDesign? 24 The Role of the User Experience Team 25 Phases of the Project 28 Phase 1: Design the Solution (Target Design) 28 Phase 2: Get Closer to the Target Design 32 Phase 3: Move to Lean Software Development 38 Key Lessons and Recommendations 41 Recommendations for Impacting the Technology 42 Recommendations for Impacting the Organization and People 43 Recommendations for Impacting the Process 44 Conclusion 46 Summary 47 XV

3 XVI UX Best Practices: How to Achieve More Impact with User Experience CHAPTER 3 Influencing the Establishment and Sustainable Development of UX: Strategic Selection in Different Phases 51 The Role Played by Ping An's E-commerce Website 53 Ping An Website Customers 53 Ping An Website, User Experience Goals 53 Why UX Is Important 54 Advantages and Limitations of Developing UX at Ping An 54 Status and Development 54 Facilitating Cooperation Among Various Roles in the Whole Process 55 How Do Departments and Colleagues Cooperate with Each Other? 56 UX Team Members' Responsibility 57 Leaders Play a Key Role 57 How UX Data and Conclusions Helped Sales Managers Understand the UX Profits 59 Ensuring Project Manager Involvement by Solving Problems with UX Work 61 Letting Product Managers Listen to Clients' Voices in the Field, 62 Making Use of Bench Marketing and Sales Data to Help IT Technicians 63 Implementing UX 64 Using Persona and Focus Groups to Understand Target User Group Requirements 65 Setting Priorities in the Execution Process of Product Development 68 Using Other Methods and UX Office After Product Launch 72 Maintaining Long-Term Communication to Further Improve Sales and Explore Requirements 74 Suggestions 77 Summary 78 CHAPTER 4 From Feature Centric to People Centric 81 Guiding the Document Flow 82 Developing CORSA 83 Here Comes Windows 84 The Turning Point 84 An Expert's Look 85 Moving Forward 87 Test drive 90 Standardize, Standardize, Standardize 91

4 Contents XVII CHAPTER 5 Beyond Colors and Buttons: Institutionalization 93 Users as Sellers 95 Summary 97 References 98 The Effective User-Centered End-to-End Product Development Process 99 Understanding: The Strategic Values of User Experience on Current Telecom Product Development 101 Misperception: Limitations on UX Research 102 Research Should focus on Multiterminal and Multiservice User Experience 102 Cooperation Among Systems and Departments During Product Development 103 Implementation: How We Promoted the End-to-End UX Process of Telecom Product Development 104 Restructuring the User-centered Development Process 104 Optimizing Resource Allocation and Establishing a Professional UX Team 105 Conducting Whole Process Tests to Establish an End-to-End UX Test Model 106 Establishing an Assessment and Guarantee Mechanism 108 Promoting User-centered Ideas to Staff and Making It Part of Organization's Culture 109 Results: Benefits of User Experience 109 Conclusion Ill Summary ; 113 CHAPTER 6 User Experience and Agile Development 115 The Business Context 117 Problems Addressed and Project Goals 118 The Development Context 119 ' Team Setup 120 Scrum 121 Applying UX Practice Within Scrum 122 Support for UX Practice 122 Thinking Ahead: Aligning Software Development and UX 124 Agile UX Methods 129 Product Impact 134 Summary 138 References 139

5 XVI11 UX Best Practices: How to Achieve More Impact with User Experience CHAPTER 7 CHAPTER 8 Focus on Users' Value: Making User Assessment an Evaluation Indicator for Product-Related Departments 141 About Tencent 142 Introduction to Tencent and Its Products 142 Tencent's Operational Philosophy 143 The Reason for the User Experience Evaluation System 143 User Requirements Shape Business Decisions 144 Optimization of Product Development 145 Systematic Appraisal of User Experience Evaluation System Establishing the User Experience Evaluation System 146 Basic Process 147 Data Collection Methods 150 Statistical Methods 151 Operating the User Experience Evaluation System 153 Top-to-Bottom Promotion 153 Prompt and Efficient Implementation 154 Evaluation Result Feedback 154 Continuous Optimization of the Evaluation System 156 The Value and Influence of the User Experience Evaluation System 156 Final Thoughts 161 Summary 163 Redesigning My Yahoo!: Using Prototyping to Facilitate Communication 165 Redesigning the Product 167 Initial Design Process and Brainstorming 170 Using Prototyping in Product Design 171 Proof-of-Concept Prototypes 172 Feature-Specific Prototypes 172 Comprehensive Prototype 173 Communicating with Prototyping 175 ' Final Thoughts 177 Summary 178 Endnotes 179 CHAPTER 9 User Interface Patterns: Sustainable User Orientation 181 Business Context 183 Products 183 Customers 185 Market 185 Organization 185 Business Problem 186 Constraints and Prerequisites 187 Development Context 189

6 Contents XIX Building the UI Pattern Library 193 Ensuring Commitment 193 Defining the Library Structure 194 Identifying UI Patterns 196 Describing UI Patterns 198 Reviewing UI Patterns 198 Publishing UI Patterns 198 Using UI Patterns 199 Requirements Definition 201 Requirements Analysis 201 Implementation 204 Compelling Events 206 Achieved Product Impact 207 In-house Benefit 208 Recommendations 209 Summary 211 References 213 CHAPTER 10 Rapid Testing System 215 Why Haier Values User Experience 216 The User Experience Design Process at Haier 217 Why Rapid Development Is Important for Haier 219 How Rapid Testing Works 219 Standardized Materials 220 Making Good Use of Outside Resources 221 Major Steps in the Rapid Testing System 222 Concept Testing 222 Sketch Assessment 224 Prototype Acceptance Review 225 Achieved Impact 226 Summary 227 CHAPTER 11 Design Thinking: Expanding UX Methods Beyond Designers Design Thinking 230 Define the Problem to Solve 232 Look for Inspiration 232 Ideate Multiple Ideas 233 Generate Prototypes 233 Solicit User Feedback 234 Benefits of Design Thinking 234 Business Context 234 Company Culture 235 Design Thinking Activities at Intuit 236

7 XX UX Best Practices: How to Achieve More Impact with User Experience Executive Sponsorship 236 Inspirational Talks 236 Workshops 237 Hackathons 238 Quick Experiments 239 How the Development Process Has Improved 240 Increased Speed in Development Processes 240 Increased Efficiency in Development Processes 241 Increased Role for Engineering 241 What Design Thinking Means for User Experience 241 Strategic Role for Design 241 Keep Designing 242 Open the Design Black Box 243 What Design Thinking Means for the Business 243 Improved Ideation 243 New Markets Generated 243 Intellectual Property Created 244 Decreased Time to Market 244 Decreased Costs 245 Influencing the Bottom Line 245 How to Start Design Thinking in Your Own Organization 246 Recognize and Leverage Natural Design Talent in Your Organization 246 Start Small 246 Show, Don't Tell 247 Summary 248 References 249 Further Reading 250 Index 251