Focusing on User Tasks to Deliver a Better Customer Experience

On one of my recent projects, we were asked to deliver a new Information Architecture for a government website that reflected the depth and breath of its programs. A key challenge for this project was deciding on how to deliver to their customers, information on the broad range of programs that they offered, in a way that was…

UX working a Sprint ahead is full of FAIL. Work as a single team instead.

It usually happens this way. Adoption of agile methods begins with developers. This is because, according to the Agile Manifesto, agile work values “working software over comprehensive documentation”. The rest of project teams are then asked to work around the development effort. In this model, popularised by Lynn Miller and  Desiree Sy in 2007, Jeff Patton notes…

Usability testing in Agile environments

I had the pleasure of returning to a Team I had been doing Scrum coaching with earlier in the year to do usability testing on their products. This was the first significant opportunity the project had to engage users to do some end-to-end testing and I was looking forward to seeing how everything hung together….

What really is Lean UX?

How effective are your UX deliverables? Many of us produce amazingly beautiful, nuanced and comprehensive UX deliverables: Personas Storyboards Content inventories Concept maps Information maps Empathy maps Experience flows User flows User journeys Use Cases Wireflows Wireframes How often, though, do we ask how effective are these at communicating our knowledge to others of what…

UX and User Research in Agile Environments

I’ve been doing a lot of presentations at conferences over the last year talking about agile and user-experience or UX and my experiences in making the two practices can work hand-in-hand. While many practitioners subscribe to the idea that you should do UX work one Sprint (or more) ahead, I don’t. If business analysts, testers,…

The Unsubscribed – Designing for Conversion

Many small businesses focus exclusively on creating a web site with amazing graphics, beautiful imagery and classic typography. The visual aesthetic, though, is only one of many factors in conversion. Creating an experience designed to influence behaviour – attract registrations, increase readership, improve likes and favourites and increase sales – requires designers and developers to…

Web 2.0 Channel Cards

In the workshop we ran after the Arkgroup Conference we used our Web 2.0 Channel Cards to help clarify the types of channels available to public and private organisations. It’s a useful tool for highlighting options for channels during planning and strategy, particularly when taking first steps in adoption of social media. The latest version…

Elements of Experience Strategy

I’ve been reading through a number of blog posts over the last few weeks that examine the rise of experience architecture, experience strategy and content strategy, as part of the domain of the central domain of user-experience (UX). It’s an interesting discussion, and one that has prompted me to create a new model that covers…

Modern Personas in Agile Environments

The popularity of Personas seems to have increased with the introduction of Agile methods like Scrum into many organisations. This seems to be because many are not satisfied with the generic ‘user’ reference in use cases and user stories and want to add a richness to their requirements that can only be found in applying…

ACS – 2012 An Agile Approach to Optimising our Digital Strategy

Today, the most popular way people prefer to make contact with organisations is online as customers embrace new digital channels. We needed to modernize our digital presence to take the conversation to the channels where those conversations are taking place. Utilising an Agile approach allowed us to build capability and adapt to a changing environment….

Agile – When is the right time to go to users?

A UX colleague and friend of mine recently asked me, “when do you typically suggest the ‘right time’ to go to users is in an agile process”? No project really starts out from scratch. Typically, in most public and private organisations, a budget is assigned after some work is done to persuade others that the…