The session will outline the comprehensive programme of user research the University of Edinburgh’s User Experience Service conducted on behalf of the Learn Foundations project. It will show how, as the project went along, we adopted a service design approach in order to better meet the needs of both students and staff. Read full articleComment
Archive — Design
Useful definitions outlining the differences between user-centred design, person-centred design and human-centred design.
If user-centred design is more functional in terms of understanding and meeting needs. Person-centred design is more holistic. This means that it’s more focussed on emotional needs and goals. Human-centred design is then about thinking beyond individual needs and more towards the collective needs of a system, place, or community.
Note — 2019-11-22
We’re looking for a University of Edinburgh PhD student intern to work with us next year. This is an exciting time to join the Website and Communications team, and an opportunity to help us improve high-profile web services like MyEd and the University website. Take a look!
Why it may not always be right to design as smooth a journey as possible.
This idea seems counter-intuitive at first, but makes perfect sense on further reflection.
…people who had an issue with a service that was later resolved gave a better rating to it than people who didn’t have any.
It reminds me of a story (which I now cannot find) about someone who annually camped out for nights on end to get tickets for a particular event. One year, this person’s dedication was rewarded with free tickets. This gift offended the person. They derived their utility from the effort they were putting in (or perhaps in showing that effort to other people). The value was in the struggle.
Note — 2019-11-14
Duncan’s talk will take us through how the University of Edinburgh’s User Experience Service has undertaken a comprehensive programme of user research supporting a project aimed at improving students’ experience accessing course materials digitally. Find out how they developed a programme of multiple user research methods to understand what students really need.
Time: Wednesday 4 December
Venue: Amazon Development Centre, 2–4 Waterloo Place, Edinburgh
Maybe see you there?
Reasons why you shouldn’t simply ask users to choose which design they prefer.
It turns out people aren’t good at answering this kind of question. People don’t know why, or they don’t care enough to answer, or they may not want to tell you. When asked for an opinion, most people will form one on the spot. Such opinions aren’t carefully considered or deeply held. It’s not that UX researchers don’t care what people like: it’s just risky making important design decisions based on fickle opinions.
User experience isn’t about discovering what people think they want. It’s about finding out what they need.
A wonderful interview with Margaret Calvert, who worked with Jock Kinnear on my favourite design — the system of UK road signs.
If you look on Wikipedia, it says we were “responsible for some of the road signs”. We weren’t – we were responsible for thinking out an entire system as well as designing how it was to be, the arrangement of the information and the pictograms that followed. It wasn’t just “some road signs” – that is such an understatement!
Useful for those who like to write in plain language.
In this case, most people (including, at times, myself) have fallen foul of the trap described here. That of thinking that setting a few breakpoints for smaller screens is enough to be responsive.
It reminded me of Jakob Nielsen’s 2012 article in which he advocated building a complete separate mobile site. This was a controversial viewpoint at a time when responsive design was becoming seriously trendy.
But seven years on, can we truly say the mobile web is a great experience?
If you can bear another article about whether non-designers should get involved in design work, this isn’t a bad one.
Designers — if you think strategic design is a realm reserved just for you, I’m afraid not.
Other professionals — if you think you can just pick up strategic design like any other general skill, then I’m afraid not.
…the best and most effective use and impact for many people, is actually just to incorporate design thinking techniques into their day jobs.
I have long held the view that user experience is best thought of not as a role, but as a mindset. That doesn’t mean there isn’t a place for professional designers and user researchers — there absolutely is. But anyone can adopt the techniques and set off on the journey to become more user-centred.
We should encourage more people to do so.
My final blog post about our user research for the Learn Foundations project, outlining how our service design approach has left the University of Edinburgh in a stronger position to understand how we can really improve services for students.
Why do unethical products keep being designed? According to Ovetta Sampson, it’s because of an unnecessary disconnect between user researchers and data scientists.
…it’s easier to say, “I’m just the engineer” or ”I’m just the numbers guy.” It allows us to divorce ourselves from the responsibility of what that data can do to people.
The most notable thing about this article is the sorry list of weak excuses offered up by businesses who can’t be bothered to make their websites accessible.
- “…a blind person can always ring Domino’s toll-free number and order that way…”
- Why should they have to?
- “…there is no clear objective guidance on what constitutes an ‘accessible’ website.”
- O rly?
- “The online environment was never intended to be covered by the ADA…”
- Says who?
How about just doing the basics that will help include your customers, and your fellow human beings?
As part of our comprehensive programme of user research in support of the Learn Foundations project, the User Experience Service has conducted contextual enquiry to better understand the contexts and needs of staff members working with Learn. This blog post summarises our findings.
Self-checkout machines may seem like an easy target for critcism. But there’s a really interesting point here about what happens when people get used to a new technology, their flow changes — but the technology hasn’t updated to adapt to people’s new behaviour.
Happens all the time — people are used to these things but the machines aren’t used to what the people now do. I am here to correct the machines.
My colleague Nicola Dobiecka wrote this brilliant blog post about how designers need to take different approaches depending on the level they are working at. It builds on Jared Spool’s analogy with Charles and Ray Eames’ classic film Powers of Ten.
Essentially, colleagues at different levels of the organisation have different perspectives. All valid, but all require different skills and processes.
Photo — 2019-09-18
It would be great if smart replies were actually smart.
Here’s what happened when we ran usability testing with staff members using Learn for the first time. From four videos we found 20 usability issues, and a wide variety of strategies to complete the same basic tasks.
We had developed an information architecture and tree tests as part of our programme of user research for Learn Foundations. The next step was to use first click tests to pit the new template against existing courses.
The latest post in my series for the Website and Communications blog about our user research work around the University of Edinburgh’s virtual learning environment.
It’s 15 years since the Design Council came up with the double diamond, a model of the design process.
I find it useful as a general guide, although it does seem to confuse many people who assume it to be a strictly linear process. Recent conversations I’ve had at both the Service Design Academy and work have shown me that it remains a challenge to truly convey the complexity of a design process, and that the double diamond may in fact hinder this.
As always, it’s about having the right approach and mindset, rather than expecting an off-the-shelf tool or model to fix all your problems. Cat Drew’s article points this out:
But following a toolkit does not equal designing a good solution to the right problem. It is as much about the mindsets as the tools (e.g. being humble and open to ideas coming from everywhere and changing as a result of feedback, curious about what’s really going on and how things are working or not and working as teams rather than as a lone genius).
Slides from my Edinburgh UX meetup talk on Monday 2 September 2019, about the user research we have been conducting around the needs of students and staff working with course materials digitally at the University of Edinburgh. See the more detailed blog posts about this project over at the Website and Communications team blog. Read full article1 comment
This year I have had the fantastic opportunity to study with the Service Design Academy. This intensive course in service design has given me hands-on experience in new techniques. This blog post summarises my experience.
Note — 2019-09-02
I’m doing a couple of talks this week. They are both about the user research we’ve been doing for the Learn Foundations project.
This evening I will be presenting at the Edinburgh UX monthly meetup. It’s a friendly meetup and it’s free, so do come along if you’re interested.
Then on Wednesday I’ll be presenting with my colleagues Karen Howie and Paul Smyth at the Association for Learning Technology (ALT) Annual Conference.
Why “brand voice” or creativity shouldn’t stop you making your content readable and accessible.
…a brilliant brand voice isn’t brilliant if it isn’t readable and accessible to all.
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.
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.