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UX For AI - Part 1, Introduction
September 24, 2018
VOICE UX
By: Karen Passmore
"Don't make me think." - Steve Krug

We all know the principles of user experience design include the mantra, "Don’t make me think," but what happens when you try applying that to voice design?

Steve Krug wrote the book Don’t Make Me Think back in 2000, a revised edition was released in 2014, and the book is still widely quoted and revered as a core set of commandments for good user experience design. The basic principle he popularized with the title, and in detail in his book, is that a good user experience doesn’t overburden our brains with trying to figure out what things are and how to do the tasks we came to do.

However, voice enabled devices requires a whole new way of interacting with technology; users are now going to have to, in fact, think.

If you've ever used voice technology, then you know that when a user wants to interact with a voice enabled device, the burden is largely placed on the user to figure out exactly how to say just the right thing to get the results they want. It's kind of like ordering at Starbucks.

Voice tech, so far, seems to have little ability to infer context or meaning outside of what Natural Language Processing (NLP) and programming allows. We essentially have engineers and designers creating a whole new language construct for the masses as we course ever faster into our relationship with AI. This in itself isn't new, all human languages were created by people with a need to communicate. However, it is incredible to witness from both a linguistics and experience perspective the simultaneous frustration and adoption occur at lightening speed. 

User experience designers must depart from many existing best practices for screen devices when designing for voice. For example, we are now designing in a space that feels like the void where we cannot rely on traditional navigation structures to increase information scent or search to help users find what they want. For me, the interesting shift here is that it feels like we need to design around the device instead of focusing on the user. 

As I've researched, many questions have arisen based on my findings around UX, content, rights, personalization, security, intrusion, and the next big disruptor. 

This is at the forefront of discussions here at Predictive UX. Keep an eye on our blog for more in our series, UX for AI.
10 Remote Moderated Usability Testing Tips
April 17, 2018
USABILITY TESTING
By: Karen Passmore
Remote moderated testing has become one of my favorite ways to collect user feedback and I've learned how to do it for the lowest cost possible. If you're considering testing, these tips - and my feedback template - will help you test effectively while saving you money. 

TIP #1 - Create a plan to test 1-person at a time
TIP #2 - Use virtual meeting software to record sessions
TIP #3 - Use a kickoff powerpoint to explain things
TIP #4 - Do a dry run, then do another
TIP #5 - Be sure to collect quantitative feedback (scale of 1-10)
TIP #6 - Have a silent participant take notes for you
TIP #7 - Record participant time spent on each scenario
TIP #8 - Ask open-ended questions
TIP #9 - Listen for quotable moments
TIP #10 - Test 5-6 people, more will overload you with repeat data

Want my template? Shoot us an email and we'll be happy to send it to you!


 
April 3, 2018
Don't Make These Mistakes...
CUSTOMER TRUST
By: Karen Passmore
Experience #1: Slow Download Speed
It's no secret we don't like waiting for sites and apps to load, but did you know that users abandon a site after just a couple of seconds?

“At Google, we aim for under a half second.” 
- Maile Ohye, from Google

FARK! For real??? Well, don't sweat it too much...here's how you can fix this from a UX perspective: (1) If you can't keep your site/page/app from being bulky or slow, try showing load indicators as things are loading...loading...loading... (2) Work with the design and development teams to discuss why things are slow and see where you can either optimize images or change the code (3) Try simplifying the experience by breaking things across multiple pages - users don't mind clicks if they get speed, value, and simplicity.

Experience #2: No SSL
People expect SSL pretty much everywhere online these days. When you don't have it on your site, you run the risk of your customers seeing a page from Chrome or another web browser suggesting your site is unsafe. How uncool. 

To get SSL quickly enabled and to protect your site from attacks, consider using a service like Cloudflare. Cloudflare is pretty quick to setup, it's free, and it has the added benny of increasing site speed. So Cloudflare's like that awesome best friend who's just there for you, it not only makes you all SSL, but it also helps prevent bad experience #1.

Experience #3: Responsive, but UGLY
Responsive design is awesome, but it can backfire and reduce customer trust if it has huge fonts, pictures that don't really work on a smaller screen size, and loads of unnecessary white space.

To prevent your users from getting turned off by your responsive site, leverage a mobile-only set of styles so that you can customize the responsive design even further. Savvy?

To Your Success,
Karen
April 2, 2018
What Market Are You In?
MARKET
By: Karen Passmore
Are you in the health, business, or relationship market? All businesses fit into one of these markets. The way you can tell is by asking yourself what the customer gets after buying from you: better health, a better business, or a better relationship.
Understanding this may seem trivial, but it’s a critical step in understanding the value you provide to your target customers. Simply put, if you are in the relationship market and you sell books, you aren’t selling some step-by-step logic, you are selling a different relationship.

Notice I didn’t say “better” or “improved.” Why? Because no one really wants to do the work to get better, because it sounds like work, right? People want to be transformed and experience significant shifts in their business, relationship, or health when they lay money down to buy something from you.

Keep this in mind as you go about defining your business and ask yourself again, what market are you in? Once you really understand the power of this question, you can then move on to determining what your market needs that allows you to develop a transformational offer your customers simply can’t refuse.

Tell me your stories, ask me your questions. I am here to help!

xoxo....good luck with your business!
Transform your business without experiencing tech overwhelm.
Where We Are Located
Raleigh, NC & Washington, DC
Copyright 2018, Predictive UX, LLC | Terms & Conditions | Privacy Policy
Transform your business without experiencing tech overwhelm.
Where We Are Located
Raleigh, NC & Washington, DC
Copyright 2018, Predictive UX, LLC | Terms & Conditions | Privacy Policy