User Centric Discusses Web Trends and Design at the Internet User Experience Conference

March 30, 2009

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User Centric consultants Korey Johnson and Martin Ho are set to present on April 2 in Ann Arbor, Michigan at the Internet User Experience Conference 2009 (IUE).  Korey's presentation will highlight two case studies discussing the dilemma of designing for the user with many functional guidelines in place.  Martin will speak about the challenge of staying current with the hottest web trends, like social networking, without causing user confusion or frustration.

User Centric is also exhibiting at the conference and will promote its user-centered design services, which include interaction and user interface design, graphic design, and information architecture.

IUE 2009 runs from March 30-April 2 at the Washtenaw Community College campus in Ann Arbor, Michigan.

Presentation Abstracts:

"Going Beyond Functional Requirements: Designing for the UX"

Korey Johnson, User Experience Specialist

When designing an interface, there is often a tendency to fixate on what the interface can or cannot do, or more accurately, what the interface allows the user to do. Clearly defined functional requirements are a necessary component of any useful interface, but how the user interacts with these functions is just as important. This holds true regardless of the type of users that will interact with the interface, or the tasks for which the interface will be used to carry out. While this concept has gained traction over the last decade, the user experience is still often overshadowed by the mere fact that key functionality has been incorporated into an interface. In this presentation, two case studies will be discussed in which designers' best laid plans to put a multitude of functionality at users' fingertips sometimes falls short of a satisfying user experience.

General guidelines for user-centered design are readily available. The purpose of this presentation will be to take a closer look at two case studies representing two different types of Web sites and provide specific design recommendations for these types of sites. The first type of site is one that is used to locate targets within a large database, then take action on those targets (e.g., e-commerce sites). The case study discussed in this paper that represents this type of site describes User Centric's expert evaluation of a B2B contractor supply Web site. The second type of site discussed in this paper is one that is used largely for data entry and information organization. The case study discussed in this paper that represents this type of site describes a comparative usability test of two online Personal Health Records (PHRs), but the lessons learned from the usability test can be applied to other data entry type sites as well (e.g., internal order entry systems).

"Features Gone Wild: Pitfalls of Implementing the Hottest Trends"

Martin Ho, Senior User Experience Specialist

No one can deny the huge success of social networking sites like MySpace and Face book, or video sharing sites like YouTube. Recent estimates show MySpace to have over 250 million registered users, over 150 million users on Facebook, and over 150 videos posted on YouTube. While the number of dedicated social networking sites continues to grow, the number of websites and products that are incorporating these features are growing at an even more staggering pace (Xbox 360, Mozilla, eBay, NBC, NY Times, and LimeWire to name a recent few).

We have seen this trend first hand with a number of recent projects. We conducted usability tests on websites and intranets, focusing on the incorporation of various social networking features, including blogs, live chats, and videos. To the dismay of a number of our clients, these trendy features typically receive low ratings of usability, utility, and satisfaction when tested with target users. When asked, users have said things like, "I already use Facebook, and all my friends use Facebook, so I don't see the purpose in using [this social networking feature] here."

Incorporating the hottest features is not simply limited to websites and intranets. For example, we have tested products that tried to incorporate the iPod click wheel, and the feature tested poorly with users. We also tested products that tried to imitate the iPhone, and these products, again, tested poorly with users.

How can these features be so wildly popular on some sites and products, yet test poorly with users when implemented elsewhere? We have found that the most successful websites, intranets, and products are those that don't simply attempt to replicate the hottest features; instead, these features are implemented in targeted, more limited ways. Additionally, we have found that users have specific goals when they go to certain types of sites, and new, flashy features can quickly get in the way, causing user confusion or frustration.

In this presentation, we will discuss three case studies. The first case study is a qualitative study conducted with specialized physicians. We interviewed these physicians and obtained feedback about the value of incorporating social networking features to their existing website. We found that while, overall, physicians responded favorably to having this new feature, they had very specific expectations of its utility. The second case study is from a usability study conducted on a large retail store's intranet for their employees. This client tried to incorporate several popular social networking features; yet, employees were lukewarm as to whether they would personally use them. Finally, our third case study is from a usability test conducted on a children's health website. The clients wanted to develop a game and model their game to Webkinz and Club Penguin, popular online children's gaming sites that include social networking features. Business requirements, development time, and cost quickly became barriers to implementation.

Through the presentation of the three case studies, attendees will learn common pitfalls of implementing the hottest trends into websites and intranets, including:

• Replicating feature functionality that may conflict with user goals and intentions
• Assuming features will automatically add value to websites or intranets
• Overemphasizing new features and de-emphasizing features that users value

Attendees will also be provided clear guidelines for successfully implementing trendy features, including:

• Assess user needs and expectations with new features
• Limit and focus feature functionality
• Consider taking an evolutionary approach to implementing new features

About IUE

Internet User Experience offers inspired and directional keynote presentations, multi-track interest sessions, and in-depth training on core topics for establishing and dramatically improving your web presence. Come to experience, learn, and grow. This annual conference brings you top industry speakers, practitioners, and authors to provide you with the most complete package of Internet user experience design training, case studies, and real-world examples ever assembled.  We cover most aspects of web site design and strategy, including user experience design, graphics, branding, marketing message, social networking, accessibility, effective web writing, and enhancements that drive customers to your site.

About User Centric, Inc.

User Centric is a global consulting firm that focuses on improving user experience. We apply our expertise to projects involving handhelds, web sites, software, medical devices, print, packaging, and telephony services. Experience, quality, value, global reach and outstanding client services set us apart. Our services include user research, user interface design consulting, information architecture, usability testing, user interface evaluations, eye tracking, and online surveys. Learn more about us at www.UserCentric.com.