Where to Begin Flashcards
What is the percentage of CEO’s who aim to us UX as a competitive differentiator?
47%
What is the percentage of teams that measure customer experience quality?
53%
What is the percentage of people that track everything to improve experience quality?
33%
What is the industry stat of orgs that are supporting their UX team?
50%
What is user experience?
User experience is the “touch-point” that everything the customer or user has interacted with.
From PR to packaging, ads, Web, mobile or contact with a user interface.
It’s also the “impressions” that users or customers had with you. This can also mean they bring “expectations” to your design or to your brand impression.
It’s also a practice, guided by disciplines in Cognitive Science that help validate, define and design human-centered systems.
User experience is also a practice, and it’s guided by disciplines in
Cognitive Science
What is Cognitive Science?
A multidisciplinary field - psychology, computer science, linguistics, neuroscience, anthropology, and so forth.
What is the difference between Cognitive Science and UX?
Cognitive Science is about behavior and UX is about validating, defining and designing human-centered systems based on the way people thinking- perceptions, their actions and so forth.
What is a UX Designer?
An analyst, artist, an HCI specialist who represents user experience based on deep advocacy and understanding of users. Good UX designers use research to guide their designs.
They user research to guide their designs.
A UX Designer is NOT:
A lipstick maker, Photoshop, a creative skill, absent of the user.
What is the UX org chart?
CXO, Chief Experience Officer (leadership role, for keeping everything on track and developing competency)
UX Director (leadership role, for keeping everything on track and developing competency)
UX Manager (leadership role, for keeping everything on track and developing competency)
UX Lead (leadership role, for keeping everything on track and developing competency)
User Researcher
UX Designer
UX Architect
Visual Designer
Visual Designer
The person who actually makes it pretty
UX Designer usually has a background in
Graphic Design “but not just a designer”
UX Architect usually has a background in
Requirements/Dev (Front end code) but “not just a Developer”
Anyone who is involved with dev is focused on making the best code and the best release that they can. and they really don’t have the time to advocate for users, which is the whole point of UX.
UX Manager usually has a background in
UX but “not just a manager”. They don’t just go to meetings. They are helping out with a design. They are helping out with research. They’re “staying relevant”.
Most UX managers move strictly into pure management roles and lose their ability to keep the hand on the wheel and to be relevant, to learn, to experiement, and to pick up the empathy from users and customers directly.
Which of these is NOT a key skill for a UX Designer?
a. Must use research to guide designs.
b. Must have familiarity with Photoshop.
c. Must perform deep advocacy for users when designing.
b. Must have familiarity with Photoshop.
What does Frank Spillers’ super definition of UX cover?
a. UX covers a practice for human-centered design, all customer touchpoints, and the customer’s impression of a brand
b. UX covers the same as UI: design of user interfaces
c. UX covers all customer touchpoints, but it’s not a work practice.
a. UX covers a practice for human-centered design, all customer touchpoints, and the customer’s impression of a brand
What does Alison Gavine say is the primary function of a UX team?
User Advocacy
What does it mean to do “outside-in” thinking in UX?
a. To be creative and ideate
b. To take the users’ perspective
c. To launch as fast as possible
b. To take the users’ perspective
Research-based is
a. “we interviewed users and they think/feel/do…
b. “We observed users doing this…”
c. “User habits and current behaviors indicate…”
a. “we interviewed users and they think/feel/do…
Evidence-based is
a. “we interviewed users and they think/feel/do…
b. “We observed users doing this…”
c. “User habits and current behaviors indicate…”
b. “We observed users doing this…”
Fact-based is
a. “we interviewed users and they think/feel/do…
b. “We observed users doing this…”
c. “User habits and current behaviors indicate…”
c. “User habits and current behaviors indicate…”
What are the 5 stages of UX maturity?
Stage 1: Interested: UX is important but receives little funding
Stage 2: Invested: UX is very important and formalized programs emerge
Stage 3: Committed: UX is critical and execs are actively involved
Stage 4: Engaged: UX is one of the core tenants of the firm’s strategy
Stage 5: UX is in the fabric of the company not separately discussed
At which stage of UX maturity do companies typically start to hire UX designers?
Stage 2: Invested: UX is very important and formalized programs emerge
What are the first 3 practical steps in building UX maturity?
Repair, Elevate, Optimize
What is the Slash and Burn trap?
Which is overstretching your resources or testing too late or not having agile play well with UX. This is classic, endemic. Resources not managed well – and this is where you see in organizations or you saw – at least during the Dot-com era and maybe in the 2008 recession – that UX teams were slashed, and it’s like UX teams were phased out or slashed.
UX Grounded
Pre-kick off growth pains, hostility or inertia in marketing, development and product management teams.
Kick-off
Usability resource or one-time consultant use
Skunkworks
Resource used ad-hoc
Align
Resources and UX activities positioned and valided
“Wheel Spinning” Trap
Mixed or poor results, Lone wolf efforts, Hostility toward usability, Under-funded/managed
Peak
Team delivering consistent UX ROI
Culture
UX is systematic and adopted and understood org wide
User-centered Enterprise
UX and UCD have reached maturity. Learn UX is improving delivery and development quality. UX metrics and quality are tracked and celebrated.
What is the 6 levels of UX maturity from NNgroup?
- 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.
What is UX maturity?
Measures an organization’s desire and ability to successfully deliver user-centered design. It encompasses the quality and consistency of research and design processes, resources, tools, and operations, as well as the organization’s propensity to support and strengthen UX now and in the future, through its leadership, workforce, and culture.
What is the reality of UX in an organization?
- Lack of UX leadership or UX processes
- UX does not have a strong and sustainable position in the organization.
- Lack of support from the business.
What is UX as a practice?
Its about validating, defining and designing human-centered systems based on the way people’s thinking is - their perceptions, their actions and so forth.
Good UX designers use research to guide
their designs.
What is the whole point of UX?
To differentiate with competitors.
How do you go about differentiating with UX?
- Defining killer features based on understanding user behavior
- Innovating based on what you see in the ‘real world’ not what you cook up internally.
- As a business practice, business objective and requirements are actually based on “user research”
- Decisions are made with guidance from user testing
- Agile organization that plays alongside us for maximum results
- Unique user experiences that boost adoptions, conversion, and reduce churn
How can you measure compelling “Wow!” UX?
You can measure this w/ adoption + conversion + reduce churn
What is churn?
Customer churn rate is defined as the rate at which customers stop doing business with a company or brand. The higher your churn rate, the more customers you lose. A lower churn rate means more customers you keep on your books. Illustration showing churned customers.
What does low churning mean?
A higher churn rate means more customers are leaving your business. In contrast, a lower churn rate means retaining more customers than you already have. Understanding the difference can be useful in making better strategic decisions for your business.
What questions can you ask to figure out the state of UX differentiation within your company?
- Do you aim to use UX as a competitive differentiator?
- Do you measure customer experience quality?
- Do you track everything to improve experience quality?
- Do you follow a consistent design process?
