User Experience. What the is UX Design? User. User. Client. Customer.

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1 2 What the is UX Design? User Experience Mattias Arvola Department of Computer and Information Science 3 4 User User FreeImages.com/V J FreeImages.com/V J 5 Client 6 Customer FreeImages.com/Luca Cinacchio FreeImages.com/Phillippe Ramakers

2 7 Stakeholder Experience (Merriam-Webster, n.d.) 8 1. a : direct observation of or participation in events as a basis of knowledge b : the fact or state of having been affected by or gained knowledge through direct observation or participation 2. a : practical knowledge, skill, or practice derived from direct observation of or participation in events or in a particular activity b : the length of such participation <has 10 years' experience in the job> FreeImages.com/Rotorhead 9 10 Experience (Merriam-Webster, n.d.) User Experience (ISO :2010) 3. a : the conscious events that make up an individual life b : the events that make up the conscious past of a community or nation or humankind generally 4. : something personally encountered, undergone, or lived through 5. : the act or process of directly perceiving events or reality Person's perceptions and responses resulting from the use and/or anticipated use of a product, system or service Interactive System (ISO :2010) Combination of hardware, software and/or services that receives input from, and communicates output to, users This includes, where appropriate, packaging, branding, user documentation, on-line help, support and training. Prototype (ISO :2010) Representation of all or part of an interactive system, that, although limited in some way, can be used for analysis, design and evaluation

3 13 14 User interface (ISO :2006) All components of an interactive system (software or hardware) that provide information and controls for the user to accomplish specific tasks with the interactive system Usability (ISO : 1998) Extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use Usability (ISO : 1998) Effectiveness: Accuracy and completeness with which users achieve specified goals. Efficiency: Resources expended in relation to the accuracy and completeness with which users achieve goals. Satisfaction: Freedom from discomfort, and positive attitudes towards the use of the product. Usability (ISO : 1998) Context of Use: Users, tasks, equipment (hardware, software and materials), and the physical and social environments in which a product is used. Goal: Intended outcome. Task: Activities required to achieve a goal. Product: Part of the equipment (hardware, software and materials) for which usability is to be specified or evaluated UX vs. Usability User Experience Before use During use After use Human Computer Interaction (ACM) A discipline concerned with the design, evaluation and implementation of interactive computing systems for human use and with the study of major phenomena surrounding them. Usability During use

4 19 The Task-Artifact Cycle (Carroll & Rosson, 1992) 20 Adoption, appropriation and use Task Artifact By Bill Verplank. Requirements and design ideas UX is cross-channel Web Mobile Phone Store UX Theories and Models user experience Emotional Design (Norman, 2005) What the design makes you feel (visceral), helps you do (behavioural), and says about you (reflective) 23 The Four Pleasures (Jordan, 2002) Physio-pleasure Psycho-pleasure Socio-pleasure Idea-Pleasure 24 FreeImages.com/Ben Joossen FreeImages.com/marlene paradis

5 Four Threads of Experience (Wright & McCarthy, 2003; McCarthy & Wright, 2004) 25 Processes of Sense-Making (Wright & McCarthy, 2003; McCarthy & Wright, 2004) 26 Sensual Emotional Compositional Spatio- temporal FreeImages.com/ Anticipating Connecting Interpreting Reflecting Appropriating Recounting FreeImages.com/ The Be-Do Model (Hassenzahl, 2010) 27 UX in Activity Theory (Kaptelinin & Nardi, 2012) 28 meaning personal meaning sensorial fabric Zooming In and Zooming Out in UX (Arvola & Artman, 2007) 29 Co-experience (Battarbee & Koskinen, 2005) 30 Context of Use Actions and Objects Structure Interaction Look and Feel FreeImages.com/christoph burgdorfer Meanings of individual experiences emerge and change as they become part of social interaction. FreeImages.com/Totte Jonsson

6 The UX Quality Prism (Arvola & Holmlid, 2015) How do the users feel and experience the various aspects of the situation? 31 Ethics Technical Build quality power habits constraints norms form and material Aesthe.c Impact character and innovation experience of activity symbolics Communicaton cooperation and coordination possibilities usefullness business usability operations Organization Functionality Design proposal: Reviewer: IxDQI Interaction Design Quality Indicator. Mattias Arvola The Varieties of Good Design (Ylirisku & Arvola, in press) 33 FreeImages.com/kuki rosen 34 Design Ethics To what world do you want to contribute? Varieties of Goodness Useful (yes/no) Serving well Excelling Beneficial, not harmful Pleasure Happiness and wellbeing Understanding UX Requires Qualitative Research UX Research Involves Interpretation 35 The Hermeneutical Circle 36 Whole FreeImages.com/Julia Freeman-Woolpert FreeImages.com/francesco fattore Parts

7 37 38 Characteristics of Qualitative Research No sharp boundaries of study objects Careful contextualization of the instance Transferability rather than generalizability Cooperation between researcher and participants Purposeful sampling Alternative interpretations Suspicion of interpretations Going beyond what is said and done to what is intended and motivated Validation Strategies Prolonged engagement and observation Building trust Learning the culture Checking misinformation and distortions Finding the focus Triangulation Researcher Theory Method Peer review, debriefing and external audits Clarifying what subjective things that have likely shaped the the interpretation past experiences, biases prejudices orientations Member checking Rich and thick description Revise working hypothesis Negative cases with disconfirming evidence 39 Interpretative Phenomenological Analysis What matters to the user (relations, processes, places, events, values and principles)? What do the things that matter mean for the user? How are they experienced? Why are they important? Why are they experienced in this way? What underlying abstract concepts can be used to understand what they say? In terms of eg. the UX theories introduced. Develop UX Themes Form Statements about: how things are experienced what those experiences mean for the participant Order them according to their affinity to form themes What is similar across participants? What is different? Why? Storyboards hnp://

8 43 The UX Curve (Kujala et al., 2011) 45 UX and Usability Goals (Preece et al., 2002) 46 Dramatic Arc Adam Lawrence of Work Play Experience UX Goals as Target Experiences (Arvola, 2014; Olsson et al., 2015; Kasinon et al., 2015) Taking a step back How should it be? Respect for the child Empathy Equality Questioning of authorities Respect for culture Respect for nature Curiosity Breaking the norms 47 The UX goals defined for the gesture-based concept were: 1: Using the system feels like magic. 2: Sense of control over the system. 48

9 The UX goals for the Remote Operator Station: 1: Feeling of safe operation 2: Sense of control 3: Feeling of presence 4: Experience of fluent cooperation. 49 Insight or inspiration for UX goal setting (Kaasinen et al., 2015) 1. Brand 2. Theory 3. Empathy 4. Technology 5. Vision 50 FreeImages.com/Eduardo Schäfer 51 Objectives Tree Desirable quality 1 Quality criterium 1 Quality criterium 2 Value Desirable quality 2 Quality criterium 3 Quality criterium 4 Desirable quality 3 Quality criterium 5 Quality criterium 6 53 In summary UX is about how people think, do and feel about products and services It can be understood in many different ways Doing UX Design is a structured process that involves understanding users throughout the product lifecycle UX requires qualitative research into the experiences people have UX Goals can drive ideation, revisions and detailing of ideas, and user testing What experiences do you design

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