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Embedding usability from scratch: A journey to user-centered design

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Michele Ide-Smith
Michele Ide-Smith

This document outlines steps to embed usability into an organization from scratch, including: 1. Create awareness of usability benefits through data, examples, and user profiling. 2. Develop in-house skills through training, guides, and consultancy to turn theory into practice. 3. Change processes and governance to integrate usability into projects through measures, business cases, and highlighting failures without UX. 4. Establish a toolkit including a mobile usability lab, note-taking tools, and web analytics tools.

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embedding usability from scratch micheleide-smith
Our journey
1. create awareness Photo credit: http://www.flickr.com/photos/daveknapik/3411517704/
1. create awareness Show evidence – quotes, analytics data, user testing clips Focus on business benefits – phone transactions cost around £3.22, as compared to 27p on the web! Show examples of good and bad design Identify who you’re engaging or designing online services for Issues: ,[object Object]
Everyone is a web expert and usability is a buzzword,[object Object]
2. develop in-house skills Buy and share books, links etc. Commit to some formal training Attend free events e.g. Cambridge Usability Group Write simple step-by-step guides e.g. cognitive walkthroughs Use consultancy to fast track skills and increase capacity (but in a way that supports in-house teams) Issues: ,[object Object]
UX takes time/focus - this is in addition to our day jobs,[object Object]
3. change process & governance Fit UX into existing processes - Prince2 project management, Agile (SCRUM), procurement etc. Aim to get usability built into all web projects (still working on this one!) Show it works – build convincing case studies Build UX into the project business case (cost savings) Highlight what goes wrong when there’s no UX Issues: ,[object Object]
Business owners don’t appreciate the cost of poor design,[object Object]
Get a mobile usability lab – laptop, webcam, microphoneand Silverback or Morae Get some sharpies and lots of post-its Try out web tools that are free or cheap e.g. Loop11, Mockingbird, Crazy Egg Issues: ,[object Object]
Budget for tools is limited4. establish a toolkit
5. dedicate resource Illustrationredit: http://www.flickr.com/photos/terryhart/3964492825/

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Embedding usability from scratch: A journey to user-centered design

  • 1. embedding usability from scratch micheleide-smith
  • 3. 1. create awareness Photo credit: http://www.flickr.com/photos/daveknapik/3411517704/
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  • 11. Budget for tools is limited4. establish a toolkit
  • 12. 5. dedicate resource Illustrationredit: http://www.flickr.com/photos/terryhart/3964492825/
  • 13. 5. dedicate resource We learnt that UX research and design is time consuming Using a UX contractor helped demonstrate the value of dedicated resource, but budget is tight I’ve skilled up our content team and project managers, but they struggle to do focused UX in addition to their day jobs But from June, we’ll have a dedicated post 