UX Tool: UserVoice.com

One way this ux tool UserVoice can be used is to quickly install a forum in your company’s website to get feedback from colleagues while iterating on a Product Roadmap. Thus, everybody has buy-in while components of the Roadmap are being developed.  Your colleagues can submit and up-vote/down-vote ideas.*

From the UserVoice website:

What is UserVoice?

UserVoice is a software-as-a-service provider of customer support tools that include:

  • Feedback forums to understand the ideas users care about most.
  • A support ticket system to track and respond to customer support requests.
  • A knowledge base to answer common questions and help users find the information they need when they need it.

*additional info: Bruce McCarthy, Lean Roadmapping: Where Product Management & UX Meet. Video. UIE.com

The 5-Day Design Workshop … Sort Of

I recently had a startup ask me to brainstorm solutions to their current product. After a 1.5 hr session, they wanted to turn it into a 1-day project. But my reply was “no way – you can’t fix a product in 1 day”. Since then, I’ve been thinking more and more about what quantifies as Lean – and does it mean UXers should be able to create 1-day bite size projects?

My answer is still “no way”, however, there are steps we can take in a 1-week sprint that I find helpful. These are based on the theories of C. Todd Lombardo; and explained by Bruce McCarthy in his talk titled: Lean Roadmapping: Where Product Management & UX Meet.

Here are Lombardo’s steps toward a 1 week Design Sprint:
1) Interviews on Monday
2) Compare notes on Tuesday
3) Brainstorm what you want to prototype on Wednesday
4) Build the prototype on Thursday
5) Show it to Monday’s interviewees for feedback/validation on Friday

Of course, to hold interviews on Day 1, there has to be a considerable amount of planning on Pre-Day 1 in order to: get those interviews set up; UX and stakeholders assembled; and the re-visit on Friday with the Day 1 attendees. So, theoretically, a 5-Day Design Sprint works; but don’t expect to accomplish it in 5 days.

The $300,000,000 UX Fix

There is a legendary tale of the famed UX Designer Jared Spool asking his retailer client to change a part of their checkout flow.

The client (a $25 billion retailer), had a button requiring users to create an account or fill in their account information before entering their credit card.

Through user testing, Jared’s team found that new users did not want to create an account for a 1x purchase; and returning users whom had forgotten their login credentials did not complete the purchase 75% of the time.

The UX Solution was: They removed the Register button and replaced it with a Continue button and simple message stating that the user did not need to register to purchase on the site. Revenue that month increased by $15 million, adding up to $300,000,000 over the course of the year.

Read the full article at UIE.com

The Double-D Rule

The double-D rule is simply: Differences are Difficult

When designing interfaces, it’s important to remember that inconsistencies create challenges for users. If our users have already used a feature in our application, such as a left side navigation, don’t suddenly move the navigation to the right side of the page. It’s one more point of cognitive load the user will have to absorb – even if it’s the exact same menu, just shifted, it’s still forcing the user to think – and thus taking up some useful processing that would be best applied to newer/different concepts. Conclusively, don’t create differences; rather, be consistent.