Where would you start if you’re given the task of User Experience (UX) design for a new product?
Often, since we imagine we intuitively know how users will use the product, we jump to screen design. But unless it’s the simplest one-dimensional application, screen-centered design may not result in an efficient, pleasing, user experience. After all, while your users might look at the application one screen at a time, they are likely performing an activity that spans screens, or even spans an extended period of time.
Story-centric UX Design
In working through the UX of a non-trivial application we have found that following these 6 steps is a great roadmap:
- First, write down the 3 most important user stories critical for the success of your product or application. Those stories, of course, depend on the product. For example, on an automobile manufacturer’s site, those stories might be 1) Configuring a vehicle, 2) Comparing vehicles, and 3) Searching inventory for availability.
- Capture the high-level steps in each of those stories. Breaking down the stories into smaller steps will be a great help in figuring out how screens should be organized. Be sure to capture timeframes in each of those steps as needed. For example, a step in the inventory search story may be an email exchange with a salesperson that could span days.
- List the main entities involved in the stories, and their major properties, including those critical to the stories in question. For example, continuing our above example, a vehicle has a body style, engine size, color, etc.We generally find that steps 2 & 3 are iterative. You may cycle through them a couple of times. As you can probably see, these initial steps borrow directly from the Object-Oriented Analysis methodology (after all, good ideas never die, right?). The output is all text, with flow diagrams as needed. All of these artifacts are reviewed with the application business owners.
- Using the output from steps 1-3, you can start storyboarding with simple pencil and paper low-fidelity screen wireframes. Now is the time to pay attention to the major content on each screen, screen transitions, major client-side interactions not resulting in a screen transition (AJAX), and screen aspect ratio and size. Make sure you review the resulting storyboards with the subject matter experts. Tape them to the wall, arrange them on a conference table, or take over your local Starbucks. It’s sanity check time. If you are designing a responsive application (UI varies depending on screen size), you may want to wireframe the major screen size options as well. Note that it’s wise to storyboard major features that may not be slated for the initial release of the product, as very often the stability of the UX is important through successive product iterations.
- After review of the low-fidelity wireframes, more detailed mock-ups are created, filling in specific fields, buttons, and establishing the general visual style of the application. This step is also dependent on any additional business analysis needed to identify additional relevant stories or user interactions.
- Depending on budget, user availability, target audience, and other factors, you may choose to build a simple click-able prototype using your favorite design tool. We have found that Powerpoint or KeyNote offer quick and powerful capabilities, but have also used more specialized tools. At any rate, a review of the mockups or prototype by both subject matter experts as well as day-to-day users of the application is really important at this point. This is the time to kick the tires and make changes.
If the application is a product then customer feedback is highly encouraged here. Very often user research uncovers issues or concerns the in-house business team may not be aware of. At the very least your key customers will feel valued and engaged.