9. Day 1: We’re in the middle of
redesigning our website!
But you can’t make the decisions and we are not going to test
anything - wireframes are enough. Oh, we’re behind schedule too…
Photo credit: Marc Baptiste
16. I did what I could.
There was no time for a
complete redesign of the
commerce pages before the
big sale and before the new
main site was developed.
18. I did more.
Finally, a design that was
consistent, usable, speedier,
and much more useful.
25. “The menu keeps popping out while I’m trying
to use the site.”
“It’s too sensitive and I can’t click the link I want.”
“I hate using this menu, it’s so frustrating!!!”
26. 78 customer service complaints, co-workers complained, and some
vocal customers emailed me about the dropdown menu’s usability.
Did a few usability tests to validate the reported issue and found it
was a HUGE problem.
27. Found a good design pattern on NPR - a pushdown menu.
Our menu now required a click or touch to open and close.
28. 0 complaints about the new pushdown menu.
Tested the new design and the usability issue was gone!
29. We consistently had too
many error messages and
a super slow site.
Slugs & Other Bugs
33. “Your site is worthless; a high school
student could do better”
–Angry customer via email
“Do you actually want me to buy tickets on
your site?”
–Frustrated customer via Facebook
“Can you just do my renewal over the
phone? Every time I try to use the site I get
an error.”
–Board member called our fundraising department
34. Errors will always be a problem
as a result of technical debt!
We significantly reduced errors
and sped up the site over a long
period.
37. Lead your peers to understand
and care about UX and you will
be able to make a difference.
Customer Service
Box Office
Marketing
PR
Education
IT
Agencies
39. Feedback Funnel
• People called to complain, visited the box
office and subscriptions office, and made
remarks at concerts. This is where I got my
jewels for user issues.
• Secret: Their favorite person to complain to
was our president!!!
60. If I’m not representing the
voice of our user, who will?
Photo credit: https://genevaanderson.wordpress.com/category/classical-music/
61. In-Depth Thinking
• The User Experience Team of One - Leah Buley
• Undercover UX - Cennydd Bowles & James Box
• Rocket Surgery Made Easy: The Do-It-Yourself Guide
to Finding and Fixing Usability Problems - Steve
Krug
• Just Enough Research - Erika Hall
62. Do what you can, when
you can.
Create your own team.
Always fight for the user!
Jennifer Jefferson
@uxjenn
jenn@uxjenn.com