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  • For example we recently reviewed an end end product application and activation process By immersing ourselves in the process from a user s perspective we uncovered a number of inconsistencies in the messaging inappropriate communications an overwhelming volume of communications 7 letters and 20 different documents time consuming forms inadequate or buried information plus a number of other break points at each service touch point This all contributed to a frustrating and disjointed experience which would have been difficult to uncover if we hadn t put ourselves into the shoes of the consumer When to use it Compared to usability testing this approach works particularly well as a tool to evaluate experiences which are Cross channel for end to end customer experiences across multiple channels and touch points By identifying the critical incidents in the journey that contribute to success failure satisfaction or frustration we can build a solid understanding of where the links in the journey are missing or broken and the experience is enhanced or tainted Longitudinal if your customer journey spans a period of time for example on boarding new customers or making a product purchase Running through any time lapses in the journey in real time rather than simulating them in a lab context through user testing means that the true forgetting curve is experienced This is useful for any journey that requires the user to retrieve or retain information for later use as well as understanding how experience and perceptions change over time Real life being outside of the lab means that the complexities of everyday life are taken into account including any out of the ordinary situations worst case scenarios What if that essential confirmation email is sent to the users junk mail Or if your login credentials get eaten by the dog The process of walk a mile immersion You can approach this task using a range of techniques depending on the objective including Conducting an end to end simulation of the journey through the eyes of two or more UX consultants who are aligned to the product personas or target customers One consultant conducting a cognitive walkthrough of the process through the eyes of your various user personas Recruiting a handful of real customers to walk through the mystery customer exercise and record their experiences in a carefully prepared probe pack diary logging their journey key activities time taken feelings and emotions and taking photo video where possible Points to remember To conduct this approach effectively Ensure that the journey is evaluated through multiple eyes different customers see the world through a different lens and may even follow a different path on a complex journey with multiple entry points Ensure the consultants conducting the review are naïve to the product or service and have no prior brand exposure or allegiance that may bias their experience Be objective and focus on the big picture This is not the right exercise for picking up small detail oriented usability issues we d recommend an expert

    Original URL path: http://www.foolproof.co.uk/thinking/experience-design-walk-a-mile-immersion/ (2016-02-14)
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  • may vary from place to place There may be a need for specific product features in certain circumstances For example the Amazon iPhone app allows users to scan the barcodes of real world items when out shopping giving them the opportunity to add them to their Amazon basket or wish list This is a feature that a mobile website is currently unable to offer Real world distractions may affect the type of tasks performed People may not require app specific features for use on the move if they are unable to concentrate on certain tasks Internet connectivity may be an issue at certain locations Reliability of functions may be critical for certain applications An app is more likely to dispel these kind of concerns for users as it can be launched without a connection but it may be unnecessary if usage only occurs in areas with a strong connection Different devices are taken to different locations As an example it may be necessary for a product to work on an iPad at the user s home and on an Android phone at the user s place of work In this case a single web based product may be a more viable option than developing multiple mobile apps Time can affect app or site usage and user performance because Users may require quick access Mobile device users may be patient enough for a mobile website to load or they may need instant access to an app Offline storage is available to mobile websites so content can be loaded more quickly but this may be problematic or even impossible for large websites Background usage may be necessary People may need to use the product in multiple short sessions but may need to lock the device between each one Apps take time to discover and install It may be that spontaneous or one off tasks are more suited to a site than an app Users familiarity and confidence are likely to change Apps installed on the phone may be more persistent or prominent to users and encourage them to use the app even if they were unsuccessful to start with A website could be discarded or forgotten more easily Where possible it is important to gather additional information within each diary entry to offer explanation for each event Looking at prompts for the activities and common follow up steps for example allows us to establish detailed context around people s usage of the app or site and their requirements for performing a particular task Observing trends or differences in activities between several participants In addition to the factors above which are related to the physical situation there are likely to be findings that vary between participants in different cultures or different geographical regions Diary studies can take into account the fact that the app or website is likely to have a different place or priority in each user s life depending on their personal goals and beliefs Cultural factors that may affect the

    Original URL path: http://www.foolproof.co.uk/thinking/mobile-web-or-app-the-role-of-research/ (2016-02-14)
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  • at the time was around the design of forms and the different challenges and opportunities a move to online presented Caroline Jarrett was and remains today an expert on form design Her advice then is still relevant today If you are changing an existing process it s easy to make the mistake of thinking that because it is working now that it is working well Take time to find out all the details of what is really happening Think about whether the intended change will make a minor problem in the current system into a major issue in the new system The rise of aggregators Start up online ventures were emerging around brand new commercial concepts rather than simply new channels to market for traditional ones A key area was around aggregators of data both public and commercial The primary challenges of the commercial ventures were sourcing sufficient data building trust clarity of presentation supporting the user s workflow and a clear call to action to drive monetisation In 2002 the public were sceptical and the experience was unfamiliar all good design challenges faced by Lastminute moneysupermarket and buy co uk In 2012 these challenges are still there but the format is far more accepted and proving successful Data was becoming more open people were very curious to access it and internet technologies were starting to enable aggregators of this newly open data These sites were little more than a curiosity to end users in 2002 No one had yet worked out how to monetise them Advertising was the easy but often misguided answer Upmystreet com was a compelling site and a favourite of ours but struggled to monetize as illustrated in an NMA site review in September 2002 UpMyStreet Content 19 25 Usability 18 25 Branding 17 25 Monetisation n a Total 54 75 In 2003 it went into administration The beginning of embedded applications The burgeoning internet design world was all abuzz because new technologies were lifting the limitations of HTML and promising a far more dynamic and interactive online world Cascading Style sheets were promising more design control performance and better accessibility but as Mark Newhouse said there s a great chasm between promise and reality Flash was moving from a way to include simple animations to adding new interactive elements and Java applications could be embedded As our old friend Jakob Nielsen and his colleagues pointed out this world of opportunity wasn t without issues in the usability field we know that more technical capabilities and a broader set of design options usually translate into more rope for hanging the users New features are almost always used to excess and it takes some time to discover the most appropriate way of applying new technology to suit human needs Usability of Rich Internet Applications and Web Based Tools Hoa Loranger Amy Schade and Jakob Nielsen November 2002 Plug ins were needed for most of these added extras and users didn t always see the benefit or know

    Original URL path: http://www.foolproof.co.uk/thinking/ill-have-a-usability-test-please/ (2016-02-14)
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  • that users could easily find events that they could watch live or catch up on missed events across every sport An ambitious task and in the main the results were impressive I know many people who relied almost entirely on the BBC site for their coverage and there were none of the complaints normally suffered when trying to watch streamed sport If there s one criticism it s that whilst the site was good for catch up and live it was not so good for finding out about events coming up The architecture of the site made it harder than it should have been to plan what to view The problem with never miss a moment was it created a fear of missing out on a big event or GB medal hope elsewhere The site could have made a better job of fulfilling the role of editor or director giving a suggested schedule of what to watch when to get the best action of the day Channel 4 and the superhumans C4 made a better job of this aspect in their Paralympics site I have to declare an interest we were involved in the UX testing of it and I feel this site strikes the right balance between catch up and events coming up In our research we were able to identify what information users wanted to see most and one of the main findings was that people wanted to know more about the Team GB athletes to get to know their stories and personalities ahead of the games This allowed the C4 site to get behind the Team GB athletes in a way that perhaps the BBC missed in their coverage Official London 2012 website Much has been already documented about the Official London 2012 site in terms of Olympic ticketing and what went wrong As Experience Designers it was pretty shocking to see such a high profile site so obviously ignore the various need states of different groups of users in the design of such a crucial process A ticketing system that was barely adequate for the job of applying for tickets in a ballot turned out to be woefully inappropriate for users searching for tickets in real time On a more positive note the London 2012 App was pretty good and made a simpler job of keeping up to date with what events were going on and what was coming up on a daily basis as well as those great alerts when a buzz in your pocket meant another GB medal had been won The digital legacy Without question this summer has set new standards for live streaming of sporting events and has delivered on the old martini promise of anytime anyplace anywhere The main broadcasters will need to take note Sky and ESPN will potentially have to lift their game in marrying up to date content and information with live action The Ryder Cup and the World Cup have good role models to follow And the

    Original URL path: http://www.foolproof.co.uk/thinking/london-2012-and-the-digital-legacy/ (2016-02-14)
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  • to record candidate principles or the elements of a vision statement I give participants big pens so that I can stick the statements up on a wall and have everyone read them easily These statements are great for exposing and resolving conflicting goals and priorities did I say that these workshops can be challenging Story and Sketch In ideation workshops I always go through at least one stage where I want participants to record and share initial ideas For these stages I divide the room into small groups ideally of three and use the Story and Sketch worksheets In workshops I encourage the participants to use these sheets in any way that they want as long as they record lots of ideas Many people are uncomfortable drawing pictures in front of others so written notes are fine at first and using the Story worksheet to written process descriptions is fine too With encouragement most people will eventually start to draw stick people and simple diagrams that they can annotate As a facilitator this is a great time to walk the room and ask questions about the content of the participants worksheets If they tell you something interesting that they haven t expressed on one of their sheets suggest that they incorporate that thought This tacit knowledge can be gold dust later in a project Concept Once a group have collected their ideas on a stack of Story and Sketch worksheets I encourage them to review their ideas and see how they can combine refine and adapt them and to record their most interesting ideas using Concept worksheets The boxes on this worksheet bypass the barrier of a large blank sheet of paper and help participants to keep their ideas simple ideally passing the elevator test Once each group has a

    Original URL path: http://www.foolproof.co.uk/thinking/worksheets-for-ideation-workshops/ (2016-02-14)
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  • be considered differently to suit the context We have different behaviours on mobile devices Users are doing different things in different ways and can be thinking about very different things Mobile devices tend to be used on the move too or even while multi tasking And we re often researching and interacting with content in a more casual way We ll browse just to pass the time on the bus or in front of the TV or even following a recipe while cooking This means that simplicity ease of use and legibility become even more essential on these smaller screens The device is an extension of the person The way we engage with tools and content on our mobiles is much more personal too They re carried with us all the time and integrate into our personal family and business lives They ve become an extension of our personalities Our home screens are where we keep all the brands and tools that we use regularly This means they are with us and in front of us every day Not just one but many A digital offering can cross many platforms Native and hybrid apps are installed directly on to a user s device while web apps mobile websites and responsive websites are all accessed through a user s browser not to forget services through a TV or games console There isn t one simple solution any more All a company s services all need to work in tandem to provide a consistent high quality user experience Mobile and tablet specific guidelines can give you a way to understand how you can achieve this on all these multiple devices It s not just how it looks it s how you do it too Many standard digital guidelines have historically focused on

    Original URL path: http://www.foolproof.co.uk/thinking/mobile-and-tablet-specific-guidelines-design-considerations/ (2016-02-14)
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  • suit the purpose of your site or app However this means it s important that you retain this consistently throughout and test to ensure your interaction is usable Interactions Due to touch screens the way a user physically interacts with tools or content is very different from on a desktop or laptop This will heavily impact the functionality and layout of what you create Gestures these are the inputs performed by the user on a touch sensitive screen such as tapping or swiping This alters how you need to consider interactions e g you can t hover over buttons typing becomes more difficult Hit areas An average finger press is around 7 to 9mm2 so buttons and links need to be adequately sized and spaced This will translate to around 44px2 on a standard resolution screen and 88px2 on a retina display Orientation On many smart phones and on tablets the user can rotate their device This may change how content is presented on the device so rules need to be created on how content and images should reconfigure Transitions Transitions are animations that occur as a screen changes from one to the other most relevant to native apps This can be strongly tied to how the user understands how they are navigating through content e g a slide from right to left implies the user is going forwards to new content and a slide from left to right implies the user is going back Thinking about how you want these transitions to help guide the user through the site or app will help them feel more confident and less frustrated while using it Device guidelines As well as being a wide range of devices with different specifications and features there are also different operating systems including iOS Android and Windows each one with their own standard styles and interactions patterns These range from basic styling such as default fonts that you may want to use to make an app feel more integral to the device to different control mechanisms Android has back and home buttons as part of the interface whereas this is included within an iOS app interface Design and style guidelines Your current brand guidelines shouldn t be forgotten when designing for mobile and tablet but they may need to be redeveloped to consider how design elements are displayed on mobile and tablet devices Overall style It s important to consider how visual elements will need to be modified for mobile and tablet devices Grid structures logos type and iconography may all need new rules or old rules modified to cater for display on smaller screen sizes Components templates There will be new components and templates that should be designed too This will include items such as headers and toolbars as well as specific content and tool components It s important to consider how these will be viewed with restricted screen space where it becomes even more essential that legibility and readability are accommodated for There s

    Original URL path: http://www.foolproof.co.uk/thinking/mobile-and-tablet-specific-guidelines-part-2-design-considerations/ (2016-02-14)
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  • Thinking | Foolproof
    for the best experience By Philip Morton 31 May 2011 What is progressive enhancement and why it is core to creating a good user experience Tags UX design practice Improving faceted search By Jan Srutek 18 May 2011 There seems to be very little movement in the design of faceted search and there are a number of limitations present in current search models As finding things increasingly involves a cross channel experience there are many opportunities challenges for improving faceted search Tags UX design practice Building your personas on solid foundations By Foolproof 26 Apr 2011 Creating foundation documents for your personas before you create final presentation documents is vital This post describes what you should put into those persona foundation documents Tags UX design practice Making personas work By Foolproof 13 Apr 2011 Getting stakeholders involved in research is often the most effective way to ensure that personas are effective In doing this the people who are going to be using the personas believe in them which is essential if they are to be used effectively for design Tags UX design practice Beware persona templates By Foolproof 08 Apr 2011 Whether to have a standard persona template is a conversation starter in user experience This post explores why we believe persona templates are harmful Tags UX design practice Lean UX The UX you wish you were doing By Tim Caynes 02 Mar 2011 Jeff Gothelf has a great proposition for what he is calling Lean UX which is that it s about time we got back to looking at experiences rather than focusing on deliverables ensuring that users are truly at the heart of the design process Tags UX design practice UX design thinking Building theme based information architectures By Tim Caynes 14 Feb 2011 There is often a temptation to dive into information architecture design based solely on acquired knowledge and a well articulated business objective However some of the most effective structures evolve when iterative analysis of research findings and discussion outputs start to surface emerging themes Tags Financial services UX design practice Repeatable design with Axure By Tim Caynes 16 Dec 2010 Having tried various development tools for rapid development of interfaces from low fidelity wireframes through to complex interaction prototypes we keep coming back to Axure Here s why Tags UX design practice Is there such a thing as a bad idea By Tom Wood 01 Oct 2010 Bad ideas do exist and it s important to consider the impact or influence they could have on your project By sharing ideas with consumers you can both talk around and identify potential problems or barriers to adoption as well as getting input from customers about how to strengthen and develop what you ve come up with Tags UX design practice Site development in days not months By Foolproof 23 Aug 2010 RITE testing or Rapid Iterative Testing and Evaluation deployed in the right circumstances could save you considerable time on site development Here s how Tags

    Original URL path: http://www.foolproof.co.uk/thinking/?page=3&tag=UX+design+%26+practice (2016-02-14)
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