After completing the top tasks survey and the card sort as part of the Learn Foundations project, our next step was to create a prototype information architecture and test it.
Archive — Design
It’s always great to see advice from Indi Young. Here are tips on how to better identify and synthesise patterns in qualitative data.
…when you’re looking at data, don’t group things together by noun. Group them together by verb. I’ve done a lot of work with the healthcare industry, and one thing I often see research teams do is bring together insights that are all about a noun — here is all of the data that we got about how people feel about the doctors. But when you do that the intent behind what people are really saying ends up all over the place.
I’ve been using the Inter typeface on this blog (and other things) for 1½ years now.* I love it.
Rasmus [Andersson, the designer of Inter] did some research and experimentation and eventually realized there was no free, high-quality text typefaces for computer UIs. That felt backwards to him given how type heavy many UIs are. So he set to work creating one and released the first set of glyphs in August 2017. He’s been iterating on it continuously ever since.
What I really admire about Inter is the way it looks brilliant at both small sizes and large sizes. There really are not many typefaces you can say that about.
It also feels like it has genuinely been designed for our time, while seeming familiar like Helvetica or Univers. While those classics fall down somewhat as digital typefaces (no surprise given how old they are), Inter manages to improve on other digital-first typefaces like Roboto.
Incredibly, while Roboto has the might of Google behind it, Inter is one person’s side project. I have a lot of admiration for this project.
* Yes, that was just an excuse to use the ½ glyph.
How we used card sorting to help us devise a consistent information architecture for Learn VLE courses at the University of Edinburgh.
775 students participated in the study — and no two students submitted the same card sort. This highlights the great challenge faced by the Learn Foundations project in attempting to create a more standardised template that meets the wide variety of needs across the University.
✔️ Love stationery
✔️ Love workshops
This is a great guide to workshop essentials. I’m impressed that this kit contains a wider variety of materials, and yet seems so much smaller than the workshop bag we use at work. Maybe we rely too much on mountains of sticky notes!
I’d be tempted to add planning poker cards to this list. Planning poker is usually thought of as a technique for estimating work in agile projects. But it can also be used as a prioritisation technique in workshops.
I’ve been thinking and reading a lot about co-design recently (as well as doing some of it too). This website, Beyond Sticky Notes, has provided me with even more food for thought.
I am particularly struck by the table describing various approaches from transactional to transformational. In this model, “Anything ‘centred’ — human, user, patient etc.” is little better than “Designer as expert”. Meanwhile, what I thought of as co-design may actually be more like participatory design. There’s so much more to do.
But one line of warning is familiar to any good user experience practitioner, and is worth repeating until the cows come home.
Co-design builds long term commitment. By contrast, consultation often gives the illusion we’ve bought people on board — only to have them then fall overboard. With consultation, we pay later — often in costly, public and damaging ways.”
Make sure you also see Mindsets for co-design, another enlightening article on how to do co-design better.
This website is in support of a book due to be published in 2020. I am now looking forward to it.
Thanks to Alison Wright who retweeted the latter article and brought it to my attention.
As part of our programme of user research in support of the Learn Foundations project, we have carried out a top tasks survey to understand what students need when accessing course materials online.
What we found was that students value three items much more than everything else. Those items are all to do with lectures.
See the full post to find out more.
As part of the Learn Foundations project, we have carried out a programme of quantitative research to ensure a user-centred approach to solution development.
The Learn Foundations project team wanted to develop a new template using a user-centred approach. This template would be designed to introduce more consistency between different courses in Learn. But it also had to support a diverse variety of needs across different courses, supporting different schools, colleges and teaching needs. It also had to be developed quickly.
We took inspiration from a classic user experience diagram to ensure this new template could be built on firm foundations.
This post introduces the steps we took. Forthcoming posts will describe each step in more detail and some of our key findings.
How design can be used instead of traditional change management methods.
In the same way that design-led change isn’t just about hiring designers, it also shouldn’t be thought of as a specialist or localised resource (like a design team). Creativity and thinking about design as a state of mind is more a competence that should be part of the fabric of every 21st-century organisation.
My thinking on this has changed a lot over the years. In the past I might have thought that having a strong design team was the way forward. But that’s just creating another silo.
Now I see the real job as finding ways to empower the entire organisation to think like a designer, and help them make the right decisions for the right reasons.
Summarising the key findings from a set of user interviews I conducted with students on their needs around accessing course materials digitally. Just one of the strands of the Learn Foundations project, which I still have much more to write about.
After analysing and synthesising the insights gathered through the interviews, we built up a picture of how and why students’ experience with Learn varies throughout the year as students attempt to complete different tasks. This is presented as a semester in the life of students using Learn.
There’s a running theme here: unnecessarily expensive sh!t that almost no-one wants.
Business design can be very different to service design if it’s focused on the wrong things. But Ben Holliday notes:
Service design is business design when we focus on and care about designing for both internal staff and external user experience together as front and back stage of how a service works.
All too often business design is narrowly self-serving. If it’s not focused on ultimately improving things for your users or customers, it will do damage in the long run.
I especially like the points this article makes about why design needs to go beyond digital.
Even though I have worked primarily in digital teams, I have always believed in making things better not just digital. In health especially, we need to remember that people are complex human beings in a whole variety of circumstances and not simply a collection of user needs.
More food for thought as I begin thinking more about how we need to move beyond individual user needs and design for something that goes beyond that.
Photo — 2019-05-25
My awesome colleague Lauren Tormey wrote this blog post about a brilliant project she’s been involved in. She has been collaborating with our Information Services Helpline to reduce unnecessary support calls by iteratively improving content with a regular cycle of usability testing.
Over two summers, we had done work to improve content related to getting a student ID card. This was another case of turning long pages with giant paragraphs into concise step-by-step pages.
From July to September 2017, the IS Helpline received 433 enquires related to student cards. For this same period in 2018, they received 224, so the figure nearly halved. I repeat: halved.
An article published yesterday in The Washington Post demonstrates the danger of design’s failure to broaden popular understanding of our craft.
The article pinpoints Nest’s focus on reducing friction as the reason for their cameras’ weak security.
Khoi Vinh points out that…
…the concept of user experience writ large is not to blame here; what’s actually at fault is bad user experience practice.
The point being that good security is fundamental to good user experience. As any good designer would know, they are not in conflict. Quite the opposite, in fact.
It strikes me that Nest are using ‘reducing friction’ as a poor excuse for not implementing better security. I’m sure they’re not the only ones guilty of this.
On another point, this article got me thinking about journalism. Khoi Vinh refuses to blame the Washington Post’s perspective on “lazy journalism”, perhaps correctly.
But any time I read a mainstream/non-specialist journalist write about a topic I know a little about (motorsport, the web, whatever), I’m always astonished at how many basic errors are made. It’s a challenge if designers want the help of journalism when “explaining what it is that we do to the world at large.”
Since September, my main focus at work has been to carry out a comprehensive programme of user research for a project aiming to improve services surrounding Blackboard Learn, the University of Edinburgh’s main virtual learning environment.
I wrote this blog post providing a high-level overview of all the work that’s taken place this academic year. More detailed blog posts about each of the strands of research will come in due course.
This is been a brilliant project to be involved in. We’ve been given a lot of time and freedom to do large amount of research in support of one of the university’s most important digital services, used daily by most of our students, and many staff members.
We have made some really important discoveries. This work is ensuring that improvements are based on a strong understanding of users’ behaviour and needs when working with course materials digitally.
Check out this video, where I describe the work and some of the findings in a bit more detail, and keep an eye out for the forthcoming blog posts.
Personas are one of the most popular techniques in the user experience toolkit, but they also remain among the most controversial. It is often still unclear to some what value personas can bring, and how to avoid the pitfalls of bad personas.
This article brings one of the clearest explanations I’ve seen of how to make good personas. It is a lengthy but must-read article if you make personas and want to make them work.
This article is particularly useful at explaining why obsessing over demographics is bad, and why you should instead focus on “thinking styles”.
Statements-of-fact, preferences, and demographics frequently serve as distracting barriers. They kick off all kinds of subconscious reactions in team members minds.
Is convergence in design thinking problematic?
The problem I have with it is it models a form of Normality. You can diverge but, in the end, you must converge.
An interesting idea from Alastair Somerville. He explains his alternative design process:
Yes, there is a convergence to design a product that meets identified user needs. Yes, there are constraints around what can be made.
However, divergence is recognised through the process.
My colleague Alex Burford from the University of Edinburgh School of Informatics has written this great blog post about some usability testing we have conducted in support of the Learn Foundations project.
I thoroughly enjoyed working with Duncan Stephen on this mini project. The feedback was informative, encouraging, and a call to action. I’m looking forward to embedding similar practice across the School for alternative platforms for content delivery.
Each month we are working with a different school to conduct usability testing in Learn, the virtual learning environment, to inform improvements to the Learn service.
This is just one strand of a huge amount of user research I’ve been carrying out for the Learn Foundations project. It’s been a fascinating and very enjoyable project to work on. I’ve been pretty lax at writing about it yet — but I’ll be posting much more about it soon.
An interesting experiment to place pedestrian crossing signals on the ground, “where everyone is already looking”. The Netherlands seems to be the place for experimental road safety design (see also: the squareabout).
This has got to be an improvement on the modern fad of placing pedestrian crossing signals at chest height to the side, where they simply get blocked by other people, rather than across the road where everyone can see it.
Photo — 2019-03-20
I had a fabulous day at the Service Design Academy bootcamp yesterday.
It’s part of the PDA in Service Design. I never thought I’d be a student again. But I’m loving the opportunity to get stuck in and get talking to like-minded peers from other organisations.
It’s great to be back in Dundee again too! Looking forward to seeing what day two has in store.
An incredible set of photographs documenting life around Birmingham’s Bull Ring shopping centre, its decline, demolition, and rebirth.
A sobering summary of WebAIM’s accessibility analysis of the top 1 million homepages. In short, the picture is much worse than we might have hoped or expected.
…we’ve created a web that’s actively excluding people, and at a vast, terrible scale. We need to meditate on that.
Why Donald Trump’s Make America Great Again hat, was a wildly successful design, despite being reviled by gatekeepers of good-taste design.
The “undesigned” hat represented this everyman sensibility, while Hillary [Clinton]’s high-design branding — which was disciplined, systematic, and well-executed — embodied the establishment narrative that Trump railed against and that Middle America felt had failed them. “The DIY nature of the hat embodies the wares of a ‘self-made man’ and intentionally distances itself from well-established and unassailable high-design brand systems of Hillary and Obama,” Young says. “Tasteful design becomes suspect… The trucker cap is as American as apple pie and baseball.”
This reminds me of the story that the most “tasteful” office spaces are less productive. When given a clean-looking office cubicle, people fill it with garden gnomes.
I don’t agree with the article’s premise that this challenges the idea of design thinking. Surely it means that Hillary Clinton’s designers simply didn’t do a good enough job at it (because nice typefaces ≠ design thinking).
But this does provide a challenge to the received wisdom of what good design is, and whether tasteful design is desirable.
A very useful contribution to the debate surrounding the usefulness/harmfulness of net promoter score. Jeff Sauro transcends the often polemical nature of the debate, by analysing actual research on the effectiveness of net promoter score.
The news still isn’t all that great for proponents of net promoter score. But at the same time, it’s not quite as bad as its detractors make out.
Kudos to Jeff Sauro for doing some actual research on this.
Dial in the feedback — Gregg Bernstein
UX your life: Applying the user-centered process to your life (and stuff) — JD Jordan, Smashing Magazine
I’m always in two minds about whether people should use work-based techniques on personal problems. I have heard of people using Trello boards at home to organise tasks, which sounds as nightmarish as it sounds sensible. I’ve even heard of people running scrum-style weekly planning meetings with their family, which definitely sounds overboard to me.
But I do like the look of some of the ideas here. For instance, I’m keen to map out out my life in weeks.
And I already know that affinity mapping can work great at home and for other stuff.
When we did the MoRun in November, Lauren and I made an affinity map to decide which of two runs to enter. My gut feeling told me another run would be better. But writing down all the pros and cons of each race, and grouping them, made it clear that my gut feeling was actually wide of the mark.
Making the case that, sometimes, friction in design is a good thing.
Often, invoking the concept of friction is a useful way to obscure some larger, less savory goal. For Facebook, “frictionless sharing” was a thinly veiled cover for the company’s true goal of getting users to post more often, and increasing the amount of data available for ad targeting. For YouTube, auto-playing videos have sharply increased view time, thereby increasing the platform’s profitability. And for Amazon, tools like one-click ordering have created a stunningly efficient machine for commerce and consumption.
Thoughts on vulnerability
This is a really enlightening and enjoyable article about how vulnerability can sometimes be a strength.
What I’ve realized is that sometimes being vulnerable is a really powerful feeling, like being bilingual: being present and making clear decisions in a meeting while rocking a baby, or confidently stopping someone mid-presentation to ask what an acronym means. Or having my waters break and calmly finishing a meeting. Like, that’s bad-ass, right?
But what struck me most about this article was the point about how a thoughtless office space design in a less-than-diverse workplace created an unforeseen problem for a woman who needed a little privacy.
Adding value, by adding values
Ben Terrett from Public Digital has written something similar to I tried to write last week about designing for society, not just for individuals. Of course, this is much clearer and more succinct than (and written before) mine.
To illustrate the point, the article uses the example of an electric scooter hire scheme in San Francisco:
This is a service where every detail has been designed for the user. It’s unbelievably convenient—for the user alone, and no-one else.
The downside is streets swamped with dumped scooters. There’s nowhere “official” to put them, so like me, no-one knows what to do with a scooter once they’ve finished using it. They just get dumped anywhere.
These scooters are absolutely meeting a user need, but at the expense of a societal need.
Gary Hustwit’s new documentary Rams, about the designer Dieter Rams, is released digitally today. It’s bound to be good — not least because it features original music by Brian Eno.
But perhaps it would have been more apt to include music from the Jon Brooks album Music for Dieter Rams.
Every sound on this record, from the melodic sounds to the percussion, the atmospheric effects to the bass lines originates from the Braun AB-30 alarm clock.
An enjoyable and informative history of user experience. Some familiar themes, but not entirely your standard take. A reminder that people have been doing something like user-centred design for longer than we sometimes think.
…UX is not really a new thing. It might seem new to your organisation and its design process, but in fact it’s been emerging since before the dawn of the internet, back in the 80s, and people have been looking to solve similar problems for almost 140 years.
Keeping it weird
Or, more accurately, stopping it being weird. This refers to the problem that most psychology research is conducted on people that are western, educated, industrialized, rich and democratic.
Tim Kadlec considers the implication this has on our understanding of how people use the web.
We’ve known for a while that the worldwide web was becoming increasingly that: worldwide. As we try to reach people in different parts of the globe with very different daily realities, we have to be willing to rethink our assumptions. We have to be willing to revisit our research and findings with fresh eyes so that we can see what holds true, what doesn’t, and where.
What the Sydney Opera House teaches us about Brexit
It’s well known that large projects often fail. Daniel Kahneman calls it the planning fallacy.
Academics have identified six indicators of a successful large project. But they spell very bad news for Brexit.
A reminder why finding the right problem is often more important than finding the right ideas.
[M]ost of our organisations don’t suffer from a lack of ideas, they suffer from a lack of process that identifies the ideas worth having…
Creativity is not innovation. Creativity is a prerequisite for sure. Innovation, however, is the practical application of creativity.
Making work meaningful: A leader’s guide
McKinsey report on how to engage employees.
People who find meaning at work are happier, more productive, and more engaged. Four practical interventions can help make the search more likely to succeed.
I am struck by how two of the four interventions listed are fundamentally about understanding your users better.
Talk with employees about who their customers are, and encourage each employee to connect with one.
Build regular, face-to-face interactions with customers into existing processes, stimulating employees to learn who is most affected by their work.
Help people grasp the impact of their work
Invite customers who have had the best—and worst—experiences with your products to talk with employees in person so your team can see how their work affects customers.
Another reason why user experience is worth it.
Live well for less
Present&Correct has noticed that the Sainsbury’s own brand packaging archive is now available online.
I did snap up a copy of Jonny Trunk’s Own Label book when it came out. It features a wealth of Sainsbury’s own brand packaging from the 1960s and 1970s. The period marks a shift towards a more experimental, modernist approach to packaging design, “completely different from what had gone before,” according to Jonny Trunk’s foreword.
I find this sort of thing fascinating, because it’s almost telling a social history by stealth. It’s an insight into everyday life in mid-century Britain. When you turn the page and see packaging for broken eggs, you’re not just seeing a history of graphic design.
It’s one of the reasons why I also really enjoy visiting the Museum of Brands.
Where is here? And what is now? The answers are more complicated than you might think.
Eno’s realisation that “people live in different sizes of here” led him to the idea of The Big Here and Long Now – a way of thinking that asks fundamental questions of who we design for, the scale we design at, and the timescales we design in…
According to Danny Hillis, the inventor of the Clock of the Long Now, “the more we divide time, the less far we look into the future.” So what impact is this having on the design of our cities? And how can we create real and lasting public value in the context of an increasingly narrow and short-sighted here and now?
How architects, designers and urban planners can learn from Brian Eno’s generative music.