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  • seven people have a disability You may argue that the probability does not reflect your experience But the fact is disability is not always visible dyslexia and colour blindness for example In fact there are more than one billion people that will benefit from inclusively designed products and services your primary audience may at some point in their lifetime experience a temporary disability through injury have limited control of their senses due to specific environment or context they may acquire a disability through illness or their senses may deteriorate as a result of ageing Challenges with inclusive personas There are a few disabled personas available online from organisations such as AEGIS and RCA and it can be tempting to re use the personas for one of your projects But recycling personas between projects can be dangerous Personas are context specific and they should be based on solid research data specific to the context of your product or service To be fair not all projects have the luxury of generous budget to include people from all ranges of disabilities So it is important to identify the disability groups that are most likely to have a relationship with your product or service Start your research with these groups alongside able users When budget allows you could include more disability groups iteratively If you really have no budget to include disabled users in persona research you may consider including known inclusive requirements as a starting point You may already have these requirements from previous user research customer service logs or personal experiences from staff These hypotheses like pop up personas should be treated with care and further validated when budget permits Make your personas inclusive A successful persona is believable You will know that you have the right personas when you hear people

    Original URL path: http://www.foolproof.co.uk/thinking/personas-inclusive-requirements/ (2016-02-14)
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  • Some of the big themes of our discussion How organisations frame the multi channel challenge and who drives the agenda depends on how well understood the long term value of holistic customer experience is For many organisations this understanding is low Ownership is a big problem everyone owns it when it works or more frequently no one does when it doesn t The measurement and management of organisational silos act as a barrier to real collaboration required to tackle this both through design and operational change Subsequently organisations lack a vision for the end to end customer experience and how to create a joined up experience by design Encouragingly UX leaders are starting to get traction through measurable experience wins As customer experience becomes the topic of conversation for boards and management teams the UX teams have a fantastic opportunity to take a leadership role if they can take the big step What is the UX Leadership Roundtable Every quarter Foolproof hosts a UX Leadership Roundtable at Foolproof s office in London It s invitation only and we invite UX leaders from our clients and networks to participate It s an open discussion and allows us to take the view from above on the biggest challenges facing UX practitioners and the organisations they work in All discussions are off the record as we want our leaders to share good and bad experiences from the front line Want to join the discussion If you re interested in joining the next Roundtable Tuesday 29 May please contact your Account Director or Tim Loo tim loo foolproof co uk You can also request to join our LinkedIn group UX Leadership Roundtable 0 0 0 0 Related content Here s a selection of other articles you may like from the frontiers of user experience

    Original URL path: http://www.foolproof.co.uk/thinking/the-digital-multi-channel-challenge/ (2016-02-14)
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  • and vice versa Multi platform and multi channel are definitions that don t really exist in the customer s head For this project the aim was for the customer to book an appointment or to learn more about the business through the website rather than over the phone or on a mobile site The role of the website is to intercept customer needs and to put them on the right path but also to allow a seamless switch to other platforms whenever they ask for it Start first with what they really want and then adapt their experience to different media channels and technologies If your customer can make a booking quicker on their mobile than on a pc your site probably needs a redesign However sometimes these constraints allow us to focus on what is really important or what really matters to your customers Designing with mobile in mind can provide invaluable insights on how to improve and streamline customer journeys on your main site If your mobile site looks like an App it s a hit If your App looks like a website it s a miss Apps have spoilt mobile users with eye candy interfaces smooth interaction and fast response times They have raised the bar of the user experience so high that customers expect them to be able to perform any kind of trick So if a mobile site that only offers basic information on your company and contact details makes absolutely sense would you download an App that does the same Before spending time money and resources on developing an App try to find a reason that would make it better than a mobile site Access to hardware like camera and GPS offline browsing and gesture interaction are all great things but only if you

    Original URL path: http://www.foolproof.co.uk/thinking/designing-a-multi-platform-experience/ (2016-02-14)
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  • idea because it combines the strengths of a faceted navigation s flexible discovery mechanism with the insight provoking qualities of an information visualisation tool One can immediately see the effect of activating a filter and how the available filtering options change as one drills down to obtain a more refined content subset The more items there are in each category the bigger the size of the corresponding filter s click area This makes the structure and shape of the whole dataset obvious at a glance In addition to that colour coding is used to visualise other characteristics of each given category In this tool it shows the rising amount of Nobel prizes over the last years This particular elastic lists implementation also allows overlaying the filters with tiny bar graphs visualising time based trends It brings additional content characteristics into play although it clutters the display and makes it harder to understand On the plus side the interactions are implemented in an engaging and playful way which might prompt users to do more exploration of the content Overall this looks like a powerful tool but what about its usability Making elastic lists more usable I have seen in user research that faceted navigation sometimes confuses people especially when it is not done correctly because they lose track of what content they are looking at Elastic lists are slightly more complex still and so I thought a few tips on implementing them might come handy Animate the transitions when adding or removing filters as it supports users in understanding what has happened and what is the current view showing them Show the number of total results and clearly highlight the filters that are currently active Include a key to explain what is the size and colour of the filters representing Depending

    Original URL path: http://www.foolproof.co.uk/thinking/elastic-lists-turbo-charged-faceted-navigation/ (2016-02-14)
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  • into a shopping list although it lacks integration with any online grocer sites However the real genius is that the developers have understood that one of the most important contexts of use will be in the kitchen actually making the dish and that having the recipe on your phone is not consistent with your hands being covered in flour eggs chicken giblets etc And they have come up with a quite brilliant solution using the light sensor on the camera they have added an air gesture control device which in cooking mode allows you to wave your hand right to left at about 15cm above the phone to scroll to the next cooking step in the recipe It s a relatively simple addition but makes the world of difference to the experience to a point where keeping a bunch of recipes on my phone now feels entirely practical even more so when they make an iPad version Sky sports app I compare this with my very painful weekly reminder of poor context of use Sky sports have an app dedicated to keeping track of football scores giving live updates of scores from all games around the country It s fairly safe to assume that the main audience for the app is football supporters It s also a good bet that many users of that app are at football grounds around the country at 3pm on a Saturday and this is the time they most want to keep track of what other teams around them in the table are doing So can I get connected to the app when in a football ground The answer is invariable always no Whilst this is possibly not Sky s fault and more to do with 3G access and volume of people needing a data

    Original URL path: http://www.foolproof.co.uk/thinking/mobile-apps-context,-context,-context/ (2016-02-14)
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  • design and user experience issue of the tablet device itself more specifically the screen These are universally bright particularly clear and difficult for bystanders to avoid catching a glimpse of when being used on a packed MTR train This isn t really an issue when you re using your iPad to watch a movie or post a comment on Facebook However it is a big problem if you want to check your bank balance or purchase some stock on the Hang Seng this is private and not something you generally want an audience for Is there a solution for this At present this issue seems to be either going unnoticed or uncared for by designers So this is my thought it s not a big thought and it s probably been thought of before but I really don t understand why it hasn t been implemented up to now My suggestion would be use a similar glass on a tablet that is already used on many ATM s This glass contains hidden black bands that ensure that vision is ideal if you are directly in front of the device but obscures the screen if more than 5 degrees from centre This immediately limits any attempts at peripheral viewing In fact this banding could be electronic rather than physical allowing the user the option to turn the feature off or on in the general settings of the device This solution would ensure that the tablet could be made personal for certain situations and transactions or made viewable to all if there was a requirement for social sharing of content such as viewing photo s or a movie Everyone will undoubtedly tell me there are many good technical reasons why this hasn t been implemented up to now Well if that s

    Original URL path: http://www.foolproof.co.uk/thinking/mobile-devices-and-privacy/ (2016-02-14)
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  • are a hundred thousand possible variants of copy layout field format images What components should we test first Oh well every journey starts with the first step Let s see if making the Buy Now button bigger or blue or flashing does the trick That didn t crack it Oh well let s test something else next time around Meanwhile corporate patience starts to wear thin Especially because 2 The monkeys have to pay to use the typewriter Apart from Google s free but rather limited Optimizer tool MVT costs quite a lot of money The heart of the charging model is a tiny cost each time a page variant is served to your site Multiply this by hundreds of variables across tens of pages over 12 months in a year and these tiny costs add up it s like buying media space on your own site If you think about this charging model for a couple of seconds you can see that the more clueless clients are about where to start looking for efficiency gains the better MVT providers like it You want to spend six months and thousands of pounds figuring out what colour your Buy Now button should be Go for your life Like the proverbial monkeys locked in a room waiting to type the Complete Works of Shakespeare you may be a long time finding perfection However if you re paying a penny every time a monkey hits a key you ll probably rethink your approach Here s how we use MVT as part of a sales optimisation programme Use quantitative data sales and conversion figures site stats etc to understand the environment you are trying to tune Conduct user research to pin point where you have pressure points or problems in your sales process and

    Original URL path: http://www.foolproof.co.uk/thinking/monkeying-around-with-mvt/ (2016-02-14)
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  • advantage To help us look forward we in the experience design business use qualitative and contextual data to identify moments in people s lives where organisations can provide new propositions or new experiences moments for innovation Understanding motivations emotional triggers and context means we can create more personal and engaging experiences Businesses need to use this research to spot opportunities in their customers lives to build deeper more meaningful relationships and solve their problems in a simple way this is where the advantage lies I am not saying that you should only use qualitative and design research alone either In fact to really create competitive advantage you need a variety of sources of evidence along with a committed and focused executive to build lasting and valuable customer relationships Quantitative data and analytics are useful to help fine tune design and delivery We all agreed that a hygiene level of user experience is needed to improve conversions The best way to inform quick wins for optimising websites starts with reviewing analytics data This focuses efforts when planning user testing which we follow up by measuring the effects of these quick win updates to the site Most organisations understand the benefits of optimisation and the role user experience can play within analytics However when we start looking at measures of customer loyalty such as the net promoter score NPS and their relationship to competitive advantage organisations are missing a trick One example is the relativity of NPS In Jonathan s world investment decisions are not necessarily something you want to recommend to a friend due to the potential impact on your relationship Nutmeg provides individuals with the tools to build and manage their own investment portfolio Some argue for sensitive topics NPS can be a good measurement tool because it is personal the more sensitive the greater the importance of peer recommendation But you do need to know how to measure it and what good looks like in your sector Different industry sectors have different NPS bands so it s not necessarily a bad thing to have a low score if it s in line or above industry competitors But what it doesn t tell you is how or where to focus your attention to improve this score User experience research can uncover the levers and dials that will positively impact upon customer loyalty Thereby working collaboratively with design researchers UX measurement and analytics we can identify opportunities for competitive advantage User experience strategy Businesses face a number of barriers to adopting this inclusive approach to data including information overload lack of resources and skills business silos and being too heavily focused on the tech We have to break down the silos that are preventing us from delivering better customer experiences Data is meaningless without questions to answer and design is theoretical without insight and context Wyndham Lewis Equimedia Business Development Director Here are our tips for overcoming this inertia Stop being technology driven and start being behavioural driven to spot opportunities

    Original URL path: http://www.foolproof.co.uk/thinking/the-big-data,-analytics-and-ux-love-affair/ (2016-02-14)
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web-archive-uk.com, 2016-10-27