UX - A drama in three acts: What impacts User Experience in projects, and what to do about it

In software projects, I repeatedly observe similar challenges that get in the way of a good user experience. I would like to share the three biggest ones with you.

Are you a developer who sometimes wonders what the hell these UX experts are actually doing and whether they are really needed?
Or have you as a UXer ever been reduced to the role of the guy making things pretty in a project?
As a PO, are you good at distinguishing between demands and requirements?
Whether PO, UXer or developer: UX is a team task.
The aim of the presentation is to show you concrete ways in which you can effectively - and jointly - contribute to creating a great user experience in everyday life.

1. UX - A drama in three acts
1
What impacts User Experience in projects, and what to do about it

2. 2
Who am I?
Business Technology
Human
UX, PO, Frontend
@spittank

3. 3
Act 1
Just make it
pretty

4. 4
UX ≠ UI

5. UX ist nicht UI
5

6. 6
Development
UX Involvement
The “UX-FairY” - Antipattern

7. 7
easily
understandable
reliable efficient
motivatingoriginal
aesthetically
pleasing
What does User
Experience mean?

Pragmatic Criteria
Usability
Hedonic Criteria
Joy of Use
User Experience

8. 8
Pragmatic vs. hedonic criteria
hedonic
Criteria
pragmatic
Criteria
“Boooring“

9. 9
Pragmatic vs. hedonic criteria

hedonic
Criteria
pragmatic
Criteria
„You can put lipstick on a
pig but it's still a pig“

10. 10
Goal: a balanced implementation
hedonic
Criteria
pragmatic
Criteria

11. 11
okay, but…

12. 12
Act 2
If the view on the
Problem
is blocked by all the
Solutions
Pro???m

13. 13
We are too solution-orientated

14. 14
Requirements of our users
Requirement of our user

15. 15
Demands are no
requirements
Requirement of our user
Demand

16. What does our user actually need?
16
Our job:

17. 17
Problem space Solution space
The “Double Diamond”
Bela H. Bánáthy (1996)
British Design Council (2005)
Am I solving the right
problem?
Am I solving the
problem correctly?

18. Problem space Solution space
Der “Double Diamond”
Bela H. Bánáthy (1996)
British Design Council (2005)

19. Solving the right problem
19

20. Solving the right problem

20

21. 21
Solving the right problem

22. Valuable
Usable
Findable
Desirable
Accessible
Useful
Credible
22
The UX honeycomb
Peter Morville (2004)

23. 23
How to achieve this?

24. 24

25. 25
Contextual Inquiry
Starting point: Interview guide
Solution strategies
and sequences
Physical, social and cultural
environment
Organisation, Roles,
Communication
Artefacts
On-site interviews: Analysing the
context of use (“Nutzungskontext”)

26. 26
Methods to sharpen the problem
Journey MappingAffinity Diagram Personas
Diary Studies Event Storming Empathy Mapping
…

27. 27
okay, but…

28. 28
Act 3
You are not
the user!

29. Mental Model
29

30. 30

31. 31

32. 32

33. 33

34. 34

35. Conformity to expectations
(“Erwartungskonformität”)
35

36. 36
Erwartungskonformität ist in der DIN-ISO 9241-110 Norm definiert:

“Ein Dialog ist erwartungskonform, wenn er konsistent ist und den
Merkmalen des Benutzers entspricht, z.B. seinen Kenntnissen aus
dem Arbeitsgebiet, seiner Ausbildung und seiner Erfahrung sowie
den allgemein anerkannten Konventionen.”
Konsistenz
Kontext
Konform zu dem mentalen Modell des Anwenders
Erwartungskonformität

37. 37
How to achieve this?

38. 38
~3-5 AnwenderDefined Tasks
(not just get some
feedback)
1
2
3
Moderator
Facilitating the tests
Basic rules

￭No influencing
No leading questions
Do not justify
Do not discuss

￭Remote tests are
possible

￭The user is not being
testedObservation Room
Take notes
Screen Sharing Tool
Usability Tests

39. 39
Methods in the solution space
Design SprintsMood Boards Papier Prototypen
Journey Mapping Event Storming Sketches / Wireframes
…

40. Lessons learned
40
●UX is more than design
●UX cannot be tested
retrospectively in an
application

●Before we solve a
problem, we need to
make sure we are solving
the right problem
●We need to create value
for our users

●What works for us does
not necessarily work for
the user
●We have to test our
assumptions

41. 41
https://papperlapapp.dev

42. 42
Zeitgemäße User-Experience-Techniken in der Praxis

●Stakeholder Interviews
●Auswertung mit Affinity Mapping
●Persona Modellierung
●Produktvision
●Event Storming
●User Story Mapping

43. 43
Thank you!