Slides by Anthonia Carter NYWebPerf Meetup (March 26, 2019) Designers know that performance is key to user experience. Do we limit ourselves to only individual user interactions? Service design is all about looking at the "big picture," designing experiences that reach people across many touch points (interactions between users and a brand, product, or service) over time. Not every design decision will favor performance, and it is essential for designers and developers to understand how cumulative experiences impact conversion and retention rates. This talk will discuss how to use service design to model end to end user journeys and to uncover gaps in overall web performance. Anthonia Carter is a multidisciplinary innovator, visual narrator, and a US Fulbright Scholar. With a background in mathematics, fine art, and design, she utilizes skills from diverse disciplines to redefine problems outside normal boundaries and to develop innovative solutions. Anthonia uses a human-centered, design-led, and data-driven approach to envision and implement better futures and has helped several international and global enterprises to realize innovation opportunities.

1. Why are you here?

2. Let me tell you a story.

3. Somewhere down the line web
performance fell through the cracks.

4. Ideation
Product
Launch
Implementation
EXPECTATION

5. Ideation
Product
Launch
Implementation
REALITY

6. Leveraging the power of service
design to boost web performance
Anthonia Carter

7. What is service design?
Service design is a human-centered design approach that
places equal value on the customer experience and the
business process, aiming to create quality customer
experiences, and seamless service delivery.
- Practical Service Design

8. End-to-end customer journey
Image source - Practical Service Design

9. Image source - Practical Service Design
Surface-to-core business process

10. We can use service design to see where UX web performance
breakdowns occur throughout an entire customer journey.
We can see where users are most likely to drop-off due to
poor web performance experiences.
How does service design relate to web
performance?

11. How many of you have done a
web performance audit?

12. Part I: end-to-end customer journey
Image source - Practical Service Design

13. Customer Journey Phases
Aware Join Onboard

15. What makes a good user journey?
It grounded in research.
•Who visits your site?
•When do they visit you site?
•Where?
•How often?
•Why do they visit?
•What are their needs, wants and frustrations?
User research is contextual.

17. Part II: surface-to-core web
performance audit
Image source - Practical Service Design

18. Good metrics are user-centric.
•First Paint
•First Meaningful Paint
•Time to Interactive

19. 3.5
secs
5
secs
12
secs
First Paint First Meaningful Paint Time to interactive
3.5
secs
5
secs
12
secs
4 secs
6 secs
15 secs
Home page

20. CSS & JS files not minimized
Statics files fetched
with each page reload
3.5 5 12
4
15
6
Home page
First Paint First Meaningful Paint Time to interactive

21. 6 secs
10 secs
18 secs
5
secs
8
secs
16
secs
User portal page
First Paint First Meaningful Paint Time to interactive

22. 5 8 16
6
18
10
User portal page
Excessive JS execution time
Enormous
network payloads
First Paint First Meaningful Paint Time to interactive

23. Part III: The web performance audit
is done. Now what?

24. What’s the end goal?

25. START HERE
(then work backwards)

26. Realize your UX web
performance opportunity.

27. Business
needs
This is the real world.
Technical
debt
UX web
performance
Quality code

28. Design and web performance
go hand in hand.

29. Thank you.
@AnthoniaCarter
hi@anthoniacarter.com