Thursday, April 23, 2015

Design Doing: Creating a Digital Practice

The environment matters
Researcher puts large paper prototype in front of subject matter experts for testing
The environment we work in matters.  It gives us agency – the ability to affect things with our actions. As user experience professionals, it’s important for us to think about transforming the business – our environment – so Design Doing can happen.

Friday, November 21, 2014

User Research: What’s in the Kit?

A small collection of items that can fit in a pocket, including a Field Notes notebook, pen, Leatherman tool, lighter, and wallet
When I prepared for my first anthropological field research in West Africa, I carefully planned and packed all the stuff I was going to carry. My kit had to be portable, and it had to include everything I really needed to do my work (and stay sane). 

In the user researcher’s portable kit of tools, there are a core set of items that let us get the job done.  These essential articles pack very tight, because they’re made up of skills and attitudes.  The following travel pack gives me the confidence to get the job done in any setting – be it a conference room of hostile contractors and distressed clients,  an animated gathering of a rural women’s agricultural cooperative, a dimly-lit coffee shop for guerrilla usability testing, or a well-lit, well-managed usability lab.  

Wednesday, October 01, 2014

Research: The Order of Things

Wall and stairway of books with stickers making a nearly solid collage of yellow squares - signifying the concept of a chaotic kind of "order"In the Digital Strategy group at ICF International, my user experience team gets frequent requests for support in planning and carrying out a special kind of inquiry called user research. This practice encompasses usability and a wide range of other investigatory activities that are all aimed at finding out what will work for the people who will use your system.

Thursday, December 20, 2012

The Dubious Waves of Error

From the customer’s point of view, an error message is a crisis.  When you’re hit by an error on a website, you’re in trouble – by definition.   To make things worse, the message can be so cryptic it stops you dead.  A  poorly-designed error message drives you to a competitor’s site, on the phone with the call center, back to paper-based processes, or just giving up.

Don’t let this happen to your users!  It’ll take work, but make the effort to establish consistent and effective messages and standards for your websites.  The end result should be simple; the error message tells your visitors what went wrong, helps them over any barriers, and lets them get on with their business.

Tuesday, January 04, 2011

User Research on the Team

Customers need websites that work. Business owners need projects that deliver on organizational goals. IT developers need to know what to build.  Enter user experience: the profession that bridges the gaps.

Thursday, May 13, 2010

eGovernment Challenges and Information Architecture

Government work provides profound, often deeply frustrating, and generally amazing wide-reaching opportunities to apply our IA/UX powers in the service of millions. But this year’s Information Architecture Summit had no sessions specifically about IA in government settings.

And so I asked... “Shall we lunch?”

Saturday, April 24, 2010

Service Design and the Customer’s Journey

Park-Advert. Source: (Flickr)Call it by other names – multi-channel service design, customer relationship management, cross-channel experience design, customer experience. We’re talking about how people interact with a whole system, over time.

Tuesday, March 23, 2010

Searching for the Fundamental Flaw

I daydream occasionally about a hypothetical candy box of doctorates, from which I might some day pluck a thesis to pursue. The creamy center of each potential research project is a variation on the urgent question HEY,WHAT’S REALLY GOING ON HERE!

Friday, January 08, 2010

Metadata, Taxonomies, Vocabularies - Do What?

Imagine standing in front of a wall of cubbies filled with parchment scrolls, and not being to find the Tractatus you know exists in there. Or no – make that try to find the right health insurance claim form on your corporate intranet. Your predicament is as old as civilization itself. And content classification structures, including tools like metadata and taxonomy, were invented thousands of years ago to deal with it.

Tuesday, November 17, 2009

Citizen-Centric Portals

U.S. Service MemberI'm working on a citizen-facing, U.S. government portal in the early stages of becoming an exemplar for e-Government services. I did a peer review to identify other sites that also: 1) Steward and present content from across organizations, 2) Require close inter-organizational coordination for user authentication to deliver secure access to applications and data, and 3) Have to pull everyone involved up by the bootstraps to get the job done.