簡介

可以從三方面來說明使用者經驗 (User eXperience, UX)，第一、不同的觀點:不只是從設計者、製造者或公司的角度去思考，而是從使用者的觀點思考。第二、不同的層次: 使用者經驗不只是符合需求 (instrumental)而已，還包含其他的層次，例如: 情感上的經驗。第三、不同的時間點: 使用者經驗不只是使用產品或服務當下的感受。

對資訊系統開發而言，就是在設計系統時將使用者的經驗考慮進去，要記得資訊系統的使用者不只是消費者，還包括內部使用者(如:客服人員)。而且，不是只考慮符合需求而已，還要考慮其他層面的經驗，而且，不能只是思考到使用系統的當下，還要考慮到其他的經驗。

使用者的觀點

我以前在美國會跟修車廠的師傅聊天，他是韓國人卻專門修日本車，我就問他為何專修日本車，他跟我說很多日本車在設計時，不只考慮到製造的流暢性、開車人的方便性，甚至還考慮到維修的方便性，他舉例，T牌的車子會把一些經常需要更換的零件故意放在容易維修的地方，這會降低維修的時間，當然，同樣的維修的費用就降低了，有些車則不考慮這些因素，有時候更換一個很小的零件工錢就比零件費用還貴，從這一點來看，汽車設計所考慮到的使用者就不只是駕駛。資訊系統也一樣，不只是考慮到消費者，還必須考慮到內部使用者(如:客服人員)的經驗。

使用者經驗跟使用者介面很有關係，我曾經犯過一個錯誤，我花了很多時間設計了一個系統，使用者原本是希望文字輸入直接輸入產品編號，我覺得這樣的需求很糟，還要去檢查輸入的產品編號是否正確，我就認為應該提供一個下拉式選單，讓使用者可以點選產品，我覺得這才不會讓使用者選錯產品。可是，我引以為豪的改變卻被使用者打回票。因為這個公司的產品編號是每個客戶儲存在該公司的物品編號，而每個客戶儲存了上千上萬個物品，下拉式選單反而讓使用者拉很久才能找到編號。而我在測試時，每個客戶只有十筆資料，完全不會覺得有問題，可是，當套用在真實資料時，就馬上發現問題了。這也是很多同學常常會忽略的問題，一個開發者自認為好的設計卻有可能是完全不符合(或沒考慮)使用者經驗的設計。

使用者經驗不只是想辦法讓系統很炫，我們曾經為了讓系統的展現活潑化，設計了一個介面，各個學類是一個錢幣，會依照學生的適合程度掉到不同的位置，而且會有錢幣掉下來的音效，我們花了很多時間設計，完成後很興奮奮，後來測試時發現一大堆問題，首先是遇到不同螢幕尺寸畫面會亂掉，後來我們就固定畫面的尺寸在大多數螢幕可以呈現的範圍，後來又發現只要學生調整字體大小，整個畫面就會亂掉，後來又遇到瀏覽器相容的問題，最後，決定忍痛拿掉這個我們覺得很炫的畫面，回歸到最簡單的設計，利用簡單的表格顯示學類的適合程度。

另外一個經典的失敗設計是: 在問卷的最後一步，是要學生從六個候選清單中依序選擇三個選項。學生會先看到三個預設的選項，但可以利用往左往右去換選項，換了第一名的選項，在第二名的候選清單中就會把剛剛第一名的選項去掉，同樣的選完第二名的選項後，在第三名的候選清單中就會把剛剛第一名及第二名的選項去掉，我們認為這是很棒的設計。但是，當系統上線之後，發現怎麼所有學生的選項都一樣，經過訪談才發現，因為學生在前面幾個步驟回答了很多問題，絕大部分的學生都以為最後這一步是系統根據前面的問題提供的建議，而不去換選項。就算加了解釋，多數學生還是不會去換選項，最後只好忍痛改回最簡單的設計，給學生六個選項，沒有預設答案，並要求依序選擇三個選項。

不同層次的經驗

我們在系統設計時，往往只是考慮到是否符合需求，其實，還有其他的經驗。例如，有很多人戴Apple智慧手錶，其實也只是把Apple智慧手錶當一般手錶罷了，以這樣的概念來看，還不如買個手環，然而，戴Apple智慧手錶也帶給使用者時尚感，讓其他人覺得使用者是個跟著上潮流的人，這樣的經驗就超越了功能性的經驗了。

過去，我會覺得一個學校、學系的網頁就是應該專注在內容，然而，呈現方式的改變也是很重要的經驗，會讓使用者有耳目一新的感受，也會覺得這個學校、學系求新求變。也就是我們不能只是專注在功能面的經驗，也必須去思考其他面向的經驗。

除了透過考慮使用者經驗去優化系統、產品或服務之外，使用者經驗也可以協助我們進行系統、產品或服務的創新。從思考使用者真正想解決的問題 (Jobs to Be Done)，並且透過價值主張去思考系統、產品或服務是否能解決使用者真正想解決的問題，或者提供新的價值。

最經典的例子是在車子出現之前，如果我們問使用者需要什麼，得到的答案會是跑更快的馬或者吃更少的馬，但是，如果去思考真正要解決的問題，就知道是需要速度更快、成本更低的交通工具。從資訊科技的角度來看，在智慧型手機出現之前，我們對手機的基本認知是到處可以使用的電話，但是，如果去思考真正要解決的問題，就知道是需要更方便的溝通工具，語音溝通也只是其中一種溝通方式罷了。在智慧型手機出現之前，我們常常跟朋友出去玩，那時候，我們照完相之後，要花很多時間整理照片，整理之後還要壓縮照片，再寄照片壓縮檔給朋友，有時候還要分很多批寄出，非常的不方便。後來，雖然有了照相手機，但是，多媒體訊息功能傳送照片又難用(對方的手機要能收多媒體訊息)又昂貴，所以，很少人利用照相手機的多媒體訊息功能來傳送照片。在智慧型手機出現之後，透過智慧型手機很容易就解決了這些問題，現在，甚至大家都不帶相機了，也是智慧型手機後來如此普遍的原因之一。

• Should you ever NOT listen to user feedback? : The Betty Crocker phenomenon, and the difference between user feedback and user insights.

  • Look to customers to find problems, not solutions.

  • Look at “silent” sources of insights

    • Look for ‘Cowpaths’

    • Interview people that churn

  • When to listen to feedback, and when to not listen

不同的時間點

UX大師Don Norman曾經在Apple服務，他提醒我們，使用者經驗不只是使用者使用Mac的經驗而已，從聽到Mac、買Mac、拿到Mac(包裝、安裝)、售後服務等等經驗都是使用者的經驗，這些對於企業而言，都是由不同部門去負責，但是，對使用者來說，就是Apple。

• Don Norman: The term "UX" (1:49)

資訊系統以外的經驗

使用者經驗不代表只是資訊系統的使用介面，舉個例子，曾經有個超市導入新的結帳系統，也把所有的商品都貼上了條碼，他們遇到了一個小問題，很多產品沒辦法貼條碼，例如，螺絲釘通常是裝在盒子裡，因為消費者通常只需要一到兩支螺絲釘，但是，又不可能在螺絲釘上貼條碼，所以，他們想出來的解決方法是在螺絲釘盒旁邊放一些印好的條碼，希望使用者拿了螺絲釘會順便拿條碼，結果，幾乎沒有使用者會順手拿螺絲釘旁的條碼，就算拿，也不一定拿到對的條碼。所以，櫃台在結帳的時候常常有問題，造成消費者很大的困擾，紛紛投訴，要求停止使用新的結帳系統。後來，他們想到一個方法，就是在收銀機旁放一本本子，把所有沒辦法貼條碼的物品分類、拍照，並附上條碼，櫃台就用這樣的方式刷條碼，這樣的設計成功的解決這個問題，而且，這樣的做法其實現在可以在很多超市、超商也都可以看到。從這個案例裡，告訴我們系統的使用者經驗不只是資訊系統的使用介面(User Interface / UI)，而是整個購買的過程。

定義

• Don Norman: The term "UX" (1:49)

• User Experience (wikipedia)

  • User experience (UX) is a person's emotions and attitudes about using a particular product, system or service.

• User experience definitions

  • The Definition of User Experience (UX) (Nielsen-Norman Group)

    • "User experience" encompasses all aspects of the end-user's interaction with the company, its services, and its products.

• Building experiences instead of features 

• The self-taught UI/UX designer roadmap in 2021 **

• UX Design: The 7 Killers of Good UX 

  • Lack of User Research

  • Hazy Content Strategy

  • Murky Information Architecture

  • Poor Accessibility

  • Too Many Interruptions

  • Non-existent User Support

  • Inadequate Outcome Delivery

• Defining UX for the Non-UX Person

  • Formal definition

    • “User experience encompasses all aspects of the end-user’s interaction with the company, its services, and its products.” — Don Norman

  • Things that aren’t UX

    • UX is not front end web design.

    • UX is not a fine arts discipline.

    • UX is not graphic design.

    • UX is not UI (the most common one!). 

  • So what really counts as UX?

    • UX researchers make use of techniques like interviews, focus groups and card sorting to gain insight into how users think. This information is consolidated in order to build a mutual understanding of the user between team members, through constructing things like user personas and customer journey maps. 

    • This insight is then translated into a design by a UX designer, with sketches, diagrams, and wireframes being drawn in order to design the interaction flow. Further usability tests are then conducted on these designs, beginning an iterative process.

• What is User Experience (UX)? An Essentials Guide for Conversions

• I’m A Software Engineer, Why Should I Care About User Experience?

  • Some basic reasons why you should care about UX

    • Reason #1: Unused code is a waste of time

    • Reason #2: Common language is the key to efficiency

    • Reason #3: Software architecture considerations

• The Importance of User Experience

• Does UX Makes Organizations Smarter? 

• Biomimicry in UX

  • “Biomimicry is an approach to innovation that seeks sustainable solutions to human challenges by emulating nature’s time-tested patterns and strategies.”

  • UX & biomimicry

  • What now?

  • Design and the mind

• First Impressions Count. Here’s How To Create A Truly Satisfying User Experience

  • Today’s users expect to see content that’s relevant to them right now.

  • Personalization is key — but don’t make it creepy.

    • Customization and Personalization in UX: Learn the Difference 

  • Don’t rely solely on what’s trending.

  • Make sure you bring in longtail content and products.

  • Remember: Discovery takes many forms.

• The Costly Misunderstanding of User Experience

• What I learned about UX from drinking tea: Warming, soothing, delicious … and a great example of user guidance, standardization processes and brand experience

• What’s a ‘desire path’ anyway, and what does it reveal about us?

  • When you give users a new product, you can observe what they do:

    • Observe task flows and pages accessed (the path they take unhindered)

    • Look at eye gaze (where they look for the next turning)

    • Record pain points (when they can’t see your path, or they expect a different path)

• Traffic lights in user experience 

  • At any point in the flow, if the user cannot proceed, they should be informed about it at the very beginning.

  • When going through a flow, there are certain checkpoints or requirements that need to be met before the user can proceed.

  • A yellow light in design can be interpreted in two ways — the first way is to serve as a warning that might indicate a break in the flow, and the second way is to be used as an indicator to nudge the user to proceed.

• A horrid UI in the best OS of all time: A little chronicle of the origin of a revolutionary idea called UX.

• UX Crash Course: 31 Fundamentals 

• A rundown of what UX is in 2020 

• 5 UX principles for 2022 

  • Principle 1. Go green with digital sustainability

  • Principle 2. Make a service inclusive to everyone

  • Principle 3. Cultivate an ethical digital landscape

  • Principle 4. Build a strong stakeholder relationship

  • Principle 5. Identify and manage the value

• The web 3.0 race can only be won by UX 2.0 

• What Is User Experience 2.0? 

• The term “UI/UX” is bad for designers; 4 reasons to stop using it 

• 7 Blind Spots That Sabotage the User Experience 

  • The culture gap

  • The feedback gap

  • The design gap

  • The execution gap

  • The value gap

  • Gap of overpromising

  • Emotional gap

• Unpopular approach to UX 

  • 介紹No Bullshit Guide to UX - eBook v1

    • 討論實務上哪些方法常用或不常用 

主要領域

• 7 topics every UX beginner should learn 

  • Design Psychology

  • Research Methods

  • Information Architecture

  • Wireframing / Prototyping

  • Interaction Design

  • Inclusive Design

  • Basic UI Development

• The Five UX Elements for Design ** (目前連結失效)

  • PART 1 — The UX Elements (使用者經驗分層元素)

    • Strategy

    • Scope

      • functional requirements

      • content requirements

    • Structure

      • Interaction Design

      • Information Architecture

    • Skeleton

      • Interface Design

      • Navigation Design

      • Information Design

    • Surface

  • PART 2 — The Elements in UX Design Process

UX strategy

UX Strategy lies at the crossroads of UX design and business strategy. It’s a plan-of-action on how to find out if the user experience of a product is aligned with the business objectives (Levy, 2015).(詳參: The Importance of UX Strategy)

UX research

User research tackles the demographical data about a product’s existing and potential user base whereas UX research discovers certain key patterns and connections in the users’ behaviors, emotions, and environment. (詳參: UX research fuels your design process)

• Testing

UX design

User Experience Design is the study of user behaviour and understanding of user motivations, to design a better digital experience. (詳參: The essentials of user experience design)

• Information Architecture 

• Visual Hierachy 

• Interaction Design 

• Ethical Design 

Usability

Psychology

• Norman 

UX Process

• What is your UX process?

  • What’s a UX process?

    • Few factors that will cause to have different UX processes:

      • The project

      • The client

      • The budget

      • The deadlines

      • Experience level of the UX designer

  • Why you need a UX process?

    • Which technique, When and How.

    • Keeps everyone on the same page

    • Show your competency and experience level

    • Help you to decide numbers for your work

  • Key characteristics of a UX process

    • Strategy

    • Research

    • Analysis

    • Design

    • Production

  • But you said “phase” where’re the “Characteristics”?

    • Strategy Phase

      • Strategy

      • Research

    • Scope Phase

      • Analysis 

    • Structure Phase

      • Analysis

      • Design

    • Skeleton Phase

      • Design

      • Production

    • Surface Phase

      • Production

• Defining Your UX Process

  • Step 1: Discovery

  • Step 2: Research and Validate

  • Step 3: External Inspiration

  • Step 4: User Stories, Site Maps, and Customer Journeys

  • Step 5: Designing Wireframes

  • Step 6: Evaluate and Iterate

• Start your product initiatives with a kick-off document — here is my template 

  • Executive Summary

  • Problem Statement

  • Hypothesis

  • Product Vision

  • Minimal Viable Product (MVP)

• All design projects should start in a Google Doc 

  • Background and problem

  • Goals and non-goals

  • What success looks like

  • Research

  • Requirements

  • Design ideas

  • Alternatives considered

  • How things could go wrong

  • How we’ll measure results

  • Notable discussions

• UX techniques your colleagues will love

  • Lead collaborative design kickoffs

  • Centralize project details in one document

  • Build-up an internal group of UX champions

  • Save time and communicate ideas without wireframing

• Making design process more development-friendly and business-satisfying

  • Understand, by debriefing the tasks and going after the values both for users and business.

  • Research, by looking into users and creating users personas, stories, flows and many more.

  • Align, by making sure we as designers have the clients’ need, developers’ voice and our own research ready, then let them be on the same page.

  • Sketch, by wireframing basics of design specifications and always being ready to change.

  • Design, by adding more layers to design structure from UI, visuals, and many more.

  • Evaluate, by testing and refining on designs till the next step.

  • Deliver, by respecting our teams, and our works.

• The importance of zooming out in the design process

  • Force your brain to be idle

  • Look at your designs from a different perspective

  • Present your designs out loud

  • Show it around

  • Write a summary of your design concept

• Short story behind my personal UX process

• Becoming design driven

  • 5 Stages of UX Maturity

    • Beginning

    • Awareness

    • Adopting

    • Realizing

    • Exceptional

  • 6 key indicators

    • Timing of UX

    • Leadership & Culture

    • Availability of Resources

    • Techniques

    • Connected Processes

    • Application of Design Thinking

• The 6 Levels of UX Maturity (2021/6) (NN group) **

  • Absent: UX is ignored or nonexistent.    

  • Limited: UX work is rare, done haphazardly, and lacking importance.

  • Emergent: The UX work is functional and promising but done inconsistently and inefficiently.

  • Structured: The organization has semisystematic UX-related methodology that is widespread, but with varying degrees of effectiveness and efficiency.     

  • Integrated: UX work is comprehensive, effective, and pervasive.

  • User-driven: Dedication to UX at all levels leads to deep insights and exceptional user-centered–design outcomes.

• Corporate UX Maturity: Stages 1-4 (NN group) (內容已更新為:The 6 Levels of UX Maturity )

• Corporate UX Maturity: Stages 5-8 (NN group) (內容已更新為:The 6 Levels of UX Maturity ) How mature is your company’s UX? (原內容的介紹)

  • Stage 1: Hostility Toward Usability

  • Stage 2: Developer-Centered User Experience

  • Stage 3: Skunkworks User Experience

  • Stage 4: Dedicated UX Budget

  • Stage 5: Managed Usability

  • Stage 6: Systematic User-Centered Design (UCD) Process

  • Stage 7: Integrated User-Centered Design

  • Stage 8: User-Driven Corporation

  • The UX Maturity Model (3:34) by Jacob Nielsen NN group

• Leveling Up Your UX Maturity

  • So, what are the levels?

    • Level 1 — No Clue

    • Level 2 — Design-Centered

      • At this level, designers still rely on their intuition without the outside influence of actual users. Fortunately, you still have a leg up at this stage: the company does care about usability.

    • Level 3 — Operating Lean

      • In stage 3 we have moved past the idea that we just need good design and we have realized that part of that good design is understanding the end user's needs.

    • Level 4 — Dedicated to The Cause

      • UX is a thing at this point and you have a dedicated budget and maybe even a dedicated team!

    • Level 5 — This is a Thing

      • Now you have a dedicated budget, an official team and a UX Manager with the concession to own UX and usability throughout the company.

    • Level 6 — Trust the Process

      • UX is now integrated into the product development process. Research is being conducted before a single pixel is pushed, design milestones are tracked and the design team has started to leverage and build upon a pattern library.

    • Level 7 — Stay Empathetic

      • At this level, the research cadence is consistence and frequent. User research is leveraged at the start of every project. It defines the problem and helps build requirements.

    • Level 8 — You’ve Reached the Final Level

      • The major difference between levels 7 and 8 is that user research is now influencing and more often than not dictates the overall business vision and strategy.

• How UX-mature is your company? (連結已無效，可參考: How is your company’s UX maturity? / At what stage of design maturity is your organization? )

  • UX maturity level 1 — Unrecognized

    • UX is not considered important

  • UX maturity level 2 — Interested

    • UX is considered important but allocated no or small budget

  • UX maturity level 3 — Invested

    • UX is considered to be very important, and various initiatives are being created

  • UX maturity level 4 — Committed

    • UX is considered crucial, and decision-makers are actively involved

  • UX maturity level 5 — Engaged

    • UX is one of the foundations of the business strategy

  • UX maturity level 6 — Embedded

    • UX permeates the entire business and influences all decisions, large and small

• The 6 degrees of the UX maturity scale – How UX-ready is your company? / UX Maturity: How good is your Organization practicing UX? 

  • 1: Lacking UX awareness

  • 2: Ad hoc UX

  • 3: Project UX

  • 4: Business UX

  • 5: Strategically integrated UX culture

  • 6: Holistic UX culture

• User Experience Maturity (Kreitzberg, 2015)

  • UX Unaware

  • Ad Hoc Design

  • Project UX Focus

  • Organizational UX Focus

  • Strategic UX Focus

  • UX Culture

• How Mature is Your Organization when it Comes to UX? 

  • Unintentional

  • Self-Referential

  • Expert

  • Centralized

  • Distributed

• Assessing the UX maturity stage of your organization 

  • Inception — Absence of UX

  • Awareness — UX as aesthetics

  • Adopting - UX as a process

  • Maturing — UX informs product strategy

  • Integrated - UX part of global strategy

• How Mature is Your Organization’s UX? 

  • Level 0: Unrecognized

  • Level 1: Aware

  • Level 2: Considered

  • Level 3: Committed

  • Level 4: Integrated

  • Level 5: Engrained

• Understanding UX Maturity: A Tool For Planning And Evolving Your Organization’s UX Design Strategy 

  • The Three Pillars of UX Maturity: 

    • Culture

      • UX Design Team

      • UX Project Leadership

      • Executives Sponsorship, UX Champions & Employee Engagement

    • Process

      • User Research

      • Design Strategy

      • Design Sprints, Workshops and Ongoing Experimentation

      • Design Operations

    • Product

      • UI Design

      • Design Systems

• A view of the design universe 

  • Producers (41%)

  • Connectors (21%)

  • Architects (21%)

  • Scientists (12%)

  • Visionaries (5%)

• Master Digital Transformation with the Financial UX Design Methodology

  • Digital Transformation Empowered by Design

    • First stage: Design thinking

    • Second Stage: Business User Product (BUP) Frame

    • Third Stage: UX Design Tools

• How to tell if an organization is ready for a true UX culture? 

UX Team / Roles

• Building A UX Team

• The complete UX team skill mapping scorecard 

• Understanding UX teams (part 1)

  • Management style

  • Teamwork and collaboration

• Forming UX teams (part 2)

  • The shape of the person

  • The shape of the team

• Developing UX teams (part 3)

  • Individual growth

  • Teaching and training

  • Growth culture

• Building a successful UX team: A curriculum for systematically skilling up your people

  • UX Design 101: Defining Project Goals & Outcomes - session 1

  • UX Design 101: Thinking in (User) Flows - session 2

  • UX Design 101: Information Architecture — Structuring & Organizing Content - session 3

  • UX Design 101: Prototyping Rapidly — Sketching & Wireframes - session 4

  • UX Design 101: Design Critiques — Presenting & Discussing Your Work - session 5

• Designing a new UX team

• Becoming A UX Leader

• Understanding UX roles 

  • UX researcher

  • UX designer

  • UX writer

  • UI designer

  • UX strategist and manager

  • UX Unicorn

• The state of UX design and research roles in 2019 — part 1: the past

  • Spectrums of roles

    • Single-Focus Design Roles

    • Cross-Discipline Design Roles

    • Full-Spectrum Design Roles

  • Capability-based roles

• The state of UX design and research roles in 2019 — part 2: the current context.

  • UCD vs Design thinking vs Lean UX vs Agile

• The state of UX design and research roles in 2019 — part 3: a new definition of design and research roles.

  • Craft vs people leadership

  • Capability-based roles (Single-focus spectrum)

  • Outcome-based roles (Cross-discipline spectrum)

• How to lead a team by principles rather than process 

• How to build the foundations of a UX team 

• Shared mental models within UX teams — are you aligned? 

延伸閱讀

• UX 入門指南

  • UX 其實是一種管理和運用使用者互動資料的思維；UX 是一種利用透過與團隊合作、與使用者交流來改進產品設計的管理流程。一位 UX 設計師的工作不是純粹在設計，而是去根據產品的開發階段和成熟度去挑選合適的模式去採集資料，並引導其他團隊成員去為改進產品造就最大的效益。

• 談完美使用者經驗的重要條件

  • 條件一：可用性

  • 條件二：便利性

  • 條件三：易尋性

  • 條件四：實用性

  • 條件五：嚮往性

  • 條件六：可靠性

• 大學生的 UI 設計選修課（1）課綱

• 大學生的 UI 設計選修課（2）使用者、任務、行為

• 大學生的 UI 設計選修課（3）使用者測試、使用者訪談

• 大學生的 UI 設計選修課（4）親和圖

• 大學生的 UI 設計選修課（5）分析文章

• 大學生的 UI 設計選修課（6）人物誌

• 大學生的 UI 設計選修課（7）使用者旅程圖

• 大學生的 UI 設計選修課（8）UI Flow 介面流程

• 大學生的 UI 設計選修課（9）練習畫 Wireframe 的方法

  • 什麼是 Wireframe ?

  • 為什麼要畫3次 Wireframe？

  • 工作清單：Wireframe

• 大學生的 UI 設計選修課（10）Prototype 類型與使用時機

  • Prototype 大觀園：Prototype 優劣分析步步來

• 10 UX essentials to build a successful business

  • UX should be the foundation of your corporate strategy

  • Invest in UX to boost conversion and sales

  • UX determines how your brand is perceived

  • Quantitative and qualitative analysis go hand in hand

  • UX cultivates user-centricity

  • UX professionals thrive in a multidisciplinary team

  • UX is a design subset not the whole pie

    • Analysts

    • Ideators

    • Builders 

    • Managers

  • Interpreting user-data requires knowledge of human behavior

  • You can’t improve what you don’t measure

  • UX helps you fail fast and often

• 5 Things To Do Differently About Your Product’s UX

  • Create a classic, not a bestseller

  • Focus on key experiences

  • Offer fewer options

  • Don’t allow envy to drive your decision making

  • It’s simple, until you make it complicated

• The five areas of UX

  • Usability

  • Utility

  • Functional Integrity

  • Visual Design

  • Persuasiveness

• Creating experiences for kids

• User Experience is... 

  • User Experience is … Psychology 

  • User Experience is … User Research

  • User Experience is … Behavioural Economics (連結已失效)

  • User Experience is … designing with insight (連結已失效)

  • User Experience is … Product Ownership (連結已失效)

  • User Experience is … providing certainty (連結已失效)

  • User Experience is … applying ethical design (連結已失效)

  • User experience is… user story flow (連結已失效)

    • Dual track sprints

  • What Are UX Frameworks and How to Use Them? 

  • Design frameworks, what are they and what’s the difference anyway?

    • The Double Diamond

    • Lean UX

      • The Lean UX Process (12:40)

      • How to improve your digital product with Lean UX methodology

        • What Is Lean UX Design?

        • How to Navigate Through the Lean UX Design Process

          • Think

            • Competitive analysis

            • Stakeholder interviews

            • Brainstorming

            • Ideation

            • Storyboards

            • Mood boards

            • Value proposition

            • Generative research

          • Make

            • Prototype

            • Wireframe

            • Landing page

            • Sketches

            • Mockups

          • Check

            • A/B testing

            • User testing

            • Analytics review

            • Heat mapping

            • Scroll mapping

    • Agile scrum

      • 3 ways Scrum strengthened our UX team 

        • Aligning as a team around priorities and planning.

        • Melting away egos and improving focus.

        • Working as a team, growing as a team.

    • Stanford dschool Design Thinking

    • IBM Loop

    • Google Ventures Design Sprints

    • Hypothesis driven design

    • URADLA

      • Understand

      • Research

      • Analyse

      • Design

      • Launch

      • and Analyse again

  • User Experience is… accessible design (連結已失效)

  • Workplace tools for the modern workforce

  • User Experience is … Design Thinking (連結已失效)

    • Empathising: Understanding the human needs involved.

    • Defining: Re-framing and defining the problem in human-centric ways.

    • Ideating: Creating many ideas in ideation sessions.

    • Prototyping: Adopting a hands-on approach in prototyping.

    • Testing: Developing a prototype/solution to the problem.

  • User Experience is… Service Design (連結已失效)

  • Agile

    • User Experience is … Agile Coaching (連結已失效)

    • User Experience is… providing value (連結已失效)

    • Agile solution design, from architecture to experience

    • Digital transformation is a marathon not a sprint!

    • Learning not earning: How learning can be as valuable as building or earning (user story points).

    • How defining the right product backlog can influence user-centered design

    • The role of the UX designer in an Agile product team 

    • Here is how UX Design Integrates with Agile and Scrum 

    • 5 Rules for Integrating UX with Agile and Scrum 

      • A dedicated designer on every team

      • Team-wide customer exposure hours

      • Design work is a first-class citizen of the backlog

      • Outcomes as prioritisation filters for the backlog

      • Cross-functional participation in learning activities

    • An Agile, Scrum & UX Design love story : Why Design might be the saviour of Agile software development

  • When did we make digital so difficult?: Spending time with my parents over Christmas and running tech support it occurred to me, should we look to reduce the learning curve even further?

  • What is UX, what is UI in 2020

    • What is UX Design

    • So why is UX so important?

    • UX, UI what is the difference any-who?

    • UX is User Experience design

    • UI is User Interface design

    • In a nutshell

  • Is skeuomorphic design really dead or just out of fashion?

• A Proven Method For Showing The Value Of Good UX

  • Step 1: Start With Frustrations Caused By Poor Experiences

  • Step 2: Identify The Frustration Costs

  • Step 3: Find the Person In Charge Of Reducing Those Costs

  • Step 4: Ask The New UX Champion To Sponsor A Lean UX Project

• ROI of UX and experience work 

• Why UX is worth investing?

  • Solving the wrong problem?

  • Identifying issues in the early stage

  • Shorter Development cycles

  • Customer retention

  • Better reviews

  • It can increase your sales!

  • UX as a priority objective?

• Exploring the 5 levels of Maslow’s hierarchy of (UX) needs

  • What is the Maslow Pyramid

    • Physiological Needs

    • Safety

    • Love & Belonging

    • Esteem

    • Self-actualization

  • Applying Maslow’s hierarchy to user experience design

    • Functionality

    • Reliability

    • Usability

    • Proficiency

    • Creativity

• The great balloon of User Experience: from UX to Product Design

• UX Needs to Set the Bar Higher Than Usability

  • UX designers & researchers: Usability is the absolute least you can do to help people

  • What is the role of UX in moving us from basic needs to self-actualization?

• How did I shake up UX in my company?

  • Inform on the user-centric.

  • Communicate on its execution.

  • Initiate UX.

• How to “sell” User Experience stories to the backlog?

  • Understand business needs and priorities

  • Speak business language, not design jargon

  • Talk about weight and importance

  • Find a “sponsor” in the management team

• UI/UX Patterns You Literally Cannot Design: Design Patents From Tech Companies

• Storytelling

  • What is storytelling in design?

  • Stories communicate the value of design — how storytelling separates the good from great 

• Personal post-mortems — a designer’s checklist for every UX project

• Context

  • A Good User Experience is About More than Users

    • Context layer 1: The users in context of their experience

    • Context layer 2: The product in context of the competitive market

    • Context layer 3: The product in context of business strategy

  • How designing for context can save lives

  • What UX from 1989 can teach us: How important is the user context when designing amazing products?

• Docs and UX: It’s a collaboration, not a competition

• What I’d Rather Talk About When You’re Talking About UX

• What I’d rather talk about when you ask me about design tools

• 12 apps to elevate your UX process 

• From User Experience to Service Experience

• Lessons learned

  • 5 things I learned working as The UX Team of One

    • Learn everything about the business

    • You’re not that alone

    • Be part of the tech

    • Document everything

    • Be collaborative

  • Two years as a UX Designer taught me this

    • It’s important to listen and to observe.

    • The product is your baby, BUT

    • Personal and professional life are two things

    • Say it out loud, rather reason out loud

    • Keep it formal

    • Network with others

    • Don’t stop learning

    • Look at the silver linings

    • Know thyself

    • Give back to the society

  • A few things I have learned after 10 years writing about UX

  • How to be a cool designer

  • 10 Small Design Mistakes We Still Make

    • We don’t read, we scan

    • Create effective visual hierarchies

    • Don’t reinvent the wheel

    • Product instructions must die

    • We do not care how your product works

    • People don’t look for “subtle cues” — we are in a hurry

    • Focus groups are not usability tests

    • We allow personal feelings take over the process

    • You ask the wrong questions

    • When a person uses your product, you forget that she shouldn’t spend time thinking about…

  • Serious UX mistakes that might be sabotaging your sales

• UX Engineering

• How To: Create Product Content Guidelines

• Build great enterprise tools, 9 UX tips

  • Tip 1: Start with the basics — consider your users.

  • Tip 2: Understand and collaborate with your own team

  • Tip 3: Build relationships with your stakeholders and users

  • Tip 4: Follow a user-centred design process

  • Tip 5: Think twice about copy

  • Tip 6: Build responsive tools

  • Tip 7: Surprise and delight users

  • Tip 8: Consider the whole ecosystem

  • Tip 9: Refer back to the purpose of the initiative

• Confronting the illusion of choice 

• Creativity

  • The McDonaldization of UX

  • Is UX Design Killing Creativity?

  • Establishing and Nurturing a Creative Culture in UX

    • Work Environment

    • The Clock Watcher

    • Rule-based Organizations

    • Autonomy and Ownership

    • Process and Structure

    • Growth Management

    • Trust

• UX fitness: 3 observations to become a better UX specialist

  • Acknowledging change

  • Connecting with humanity

  • Discovering new layers

• The UX of Digital Platforms

  • Network Effects

  • Network Clustering

  • Multihoming

  • Disintermediation

  • Network Bridging

• Increasing the Adoption of UX and the Products You Design (Part 1)

• Increasing the Adoption of UX and the Products You Design (Part 2)

• Increasing the Adoption of UX and the Products You Design (Part 3)

• Speaking about your UX work

• Hey, can you ‘do the UX’ for us? : A tale of UX as a misconception.

• Designing for Appropriate Interaction

  • Human Machine Etiquette

  • Negotiable Environment

  • Conformity

  • Augmentation

• 5 UI and UX mistakes that destroy interface (still in 2019)

  • Mistake 1: Inconsistent Visual Hierarchy

  • Mistake 2: Follow the guidelines? No, thanks, I’m an artist!

  • Mistake 3: Don’t produce extra entities

  • Mistake 4: Don’t speak Dothraki with users.

  • Mistake 5: Don’t forget about Analytics and Iteration

• Is Your Product Designed to Be Calm? A scorecard for creating human-centered, anxiety-free solutions

  • User Experience

  • Notifications & Indicators

  • Privacy

  • Digital Well-being and Time Well Spent

  • Customer Support & Fail States

• Calm Technology Is Staging a Comeback — Can Good Design Make It Stick?

• The magic of the daily demo

• Delivering your work in layers: Getting used to sharing work in progress to make more efficient design decisions.

• Don’t take design critique as an insult

• UX Guide: Password Reset User Flow

  • Step 1: Recover Password page

  • Step 2: Email

  • Step 3: Temporary password link

  • Step 4: Create a new password

• The Business of Removing Negatives from a Product: Rationally choosing the irrational

  • Satisficing and maximising

  • Understanding people to understand their actions

  • Quality and performance is subjective

  • How market research lies to you

    • social norms will influence your decision

  • We look for avoiding embarassement

• How narrative strategies enhance user experience and counter information overload

• The myths of the ancient UX

• UX myths to forget in 2020

  • Myth #1. Design is about problem solving

  • Myth #2. You only need 5 users to spot 80% of the issues

  • Myth #3 Focusing too much on the methods

  • Myth #4. Generalists vs specialists

  • Myth #5. UX is only about the user

• UX Myth #6: larger texts = better usability 

• 65 UX methods and when to use them

  • Empathy

  • Define

  • Ideate

  • Branding

  • Prototype

  • Test

• UX Design Methods In A Mind Map

  • Understand

  • Define

  • Ideate

  • Execute

  • Validate

Enterprise UX

• Why enterprise UX matters

• Your guide to enterprise UX

  • Ch 1. Why enterprise UX matters

    • Consumer = Final user

      • Sales

      • Customer satisfaction

      • Customer support

      • Employee satisfaction

    • Employee = Final user

      • Productivity

      • Employee satisfaction

      • Absenteeism

      • Staff turnover

  • Ch 2. Building your enterprise UX dream team

    • Promote core enterprise UX disciplines across the board

    • Know your enterprise UX team

    • The enterprise UX team within the organization

    • Test your enterprise UX process – continuously

  • Ch 3. 10 must have skills for UX designers

    • UX research

    • Collaboration

    • Wireframing and UI prototyping

    • UX writing

    • Visual communication

    • User empathy

    • Interaction design

    • Coding

    • Analytics

    • Communication skills

  • Ch 4. UX conferences you can’t miss

  • Ch 5. UX strategy Vs UX design: the ideal UX process

    • The 4 phases of UX strategy creation

      • Phase 1: Knowledge & Learning

      • Phase 2: Discover the sector and plan your strategy

      • Phase 3: Present the strategy and refine

      • Phase 4: Validate and review the UX strategy

  • Ch 6. Create an enterprise UX workflow

    • Achieving a good enterprise UX workflow: all eyes on usability

      • Implement a UX workflow

      • Speed up UX workflow: breaking down resistance to change

      • Talk to workers, not the Board

      • Design, prototype, iterate, repeat

      • User-centric process as a constant in UX workflow

  • Ch 7. Create and manage an enterprise design system with Justinmind

• Designing for enterprise vs. designing for consumers 

• Enterprise UX is amazing. Change my mind. 

Trends

• 2021 UI/UX design trends: a rundown of what’s hot this year 

• Liquid UX: the future of user experiences 

  • It will comprise of an almost constant interaction.

  • Indistinguishable or highly indistinguishable from reality.

  • Will involve all five human senses.

  • Will not require a conduit or controller.

  • Will be preemptive (user initiation not required)

• Will These UX Trends Stick or Fade Away?

• Visual trends that UI designers should keep an eye on

  • 3D Illustrations

  • Animations

  • Custom vs. Stock Images

• 9 web design trends for 2020

  • Designing truth

  • Accessibility is (finally) key

  • Content gets its due in web and product design

  • Inclusivity matters

  • The no-code revolution has arrived

  • The rise of the visual developer

  • Design has its seat at the table. Now what?

  • Role is not identity

  • Okay, one visual trend: marquee is back, baby!‍

• Thinking forward: experience design trends for 2020

  • Voice interface, clear and definitely here.

  • Minimalism Interface. Rediscovering information architecture.

  • Dynamic User Experience.

  • Device Synchronisation.

  • Time to understand AI.

  • Services Over Products.

  • Mindful Designing.

  • From copywriting to UX Writing.

• 5 predicted UX trends for 2020

  • Voice UI

  • Augmented Reality

  • Virtual Reality

  • Continuous Design

  • UX metrics

• The Top 6 UI and UX Trends for 2020

  • The Rise of 5G in 2020

  • Three Big UI Trends for 2020

    • Mindful design

    • Complex illustrations and motion effects

    • Dark themes on the rise

  • Three Big UX Trends for 2020

    • No more loading screens (finally)

    • Voice will only be reinforced

    • Augmented reality and virtual reality

• Trends to keep an eye in 2020

  • Cross-device synchronization

  • Personalization

  • Privacy

  • Face ID

  • Voice UI

  • Augmented reality

  • UX audits

• Neumorphism will NOT be a huge trend in 2020: So… what will?

  • Directions for 2020

    • Dark mode

    • Illustration and 3D

    • Animation

    • Isometry?

    • Ultra minimalism for mindfullness?

    • Voice interfaces?

• 2019 Design In Review: This year’s big scoop on everything you missed from logo redesigns, big design news, trends, and UI patterns.

• The State of UX in 2019

• The 6 UX trends for your company in 2019

  • Trend 1: Conversational is better

  • Trend 2: Bring your product to life

  • Trend 3: Shift from flat to material design

  • Trend 4: Eat your hamburger

    • Hamburger menu UX: too ubiquitous to fail?

    • Death of a Hamburger

    • An oral history of the hamburger icon (from the people who were there)

  • Trend 5: Designers as business owners

  • Trend 6: Great UX in your ecosystem

• 8 undoubtably true predictions for UX in 2019

  • We still won’t know if everyone — or no one — is a UX designer

  • Designers will summon forces of darkness

  • You’ll wish you had a remote job so you can finally live the dream of not interacting with others in real life

  • Tons of new tools, all going unused

  • A new, gritty UX trend for the world’s fast growing ideologies of hate

  • As UXers age, Ageism will keep them confident

  • Blobs, Squircles, and Reuleaux Triangles will battle for dominance

  • The end-days of the T-shaped UX Designer will commence

• 9 ½ Plausible and/or Absurd UX Industry Predictions for 2018

  • Salaries will either increase or decrease, but likely not remain exactly the same

  • UXers will continue to struggle explaining UX to colleagues, family members

  • Innovative job titles/descriptions will rise exponentially

    • Recruiters will emerge as designers’ biggest allies

  • The Rapture, but not like you thought

  • Designers still shouldn’t code, even more

  • Acquisitions for dayz

  • Diversity will continue to be the most ignored important topic in design and tech

  • Troubling products will proliferate, and we’ll all just get used to it

  • Designers still want a seat, unsure which table it should be at

Customer experience

• CX vs. UX: What’s the Difference?: You need to understand both for your business to succeed

  • What is user experience?

  • What is customer experience?

  • The importance of good UX and good CX

• Why You Need a Customer Experience Strategy (and How to Create One)

  • A customer experience (CX) is the sum of all interactions that a customer has with a brand. It focuses on different aspects of the brand, such as customer service, sales processes, brand consistency, pricing, and product delivery.

  • How can you improve your customer experience strategy?

    • Get to know your customers.

    • Create a customer experience vision.

    • Map the customer journey.

    • Design a good UX.

• Why are bottlenecks in Customer Experience development so common?

  • The top five bottleneck creators

    • Departments

    • Upfront designing

    • Straight to HD code

    • The cross-functional teams aren’t cross-functional

    • Splitting hairs

• You are not the customer. And here’s why.

  • Do not treat interface as a reflection of your data model (and the roadmap)

  • No need to have literal accuracy

  • Don’t use “internal” terms

  • Aim for the accuracy your customer needs

  • Think about loopholes where it makes sense

  • Don’t let frequent users shout louder

  • Stop solving your problems

  • Add defaults wherever possible

  • Do not group the inputs just to process them easier

  • Make your data trustworthy

UX Debt

• UX debt 101: Like tech debt, UX debt accumulates over time and, if left unaddressed, leads to amplified user problems and costly cleanup efforts.

  • What is UX debt?

    • UX debt is an accumulation of design and development decisions that negatively impact the users of a product or service.

  • Types of UX debt?

  • How to know when you’re creating UX Debt?

  • Identifying/Measuring UX Debt

    • Step 1: Create a UX Debt Inventory

    • Step 2: Prioritization

    • Step 3: Schedule

  • Resolving your UX debt