 All right, I'm going to get started My name is Anthony Horn. I am a user experience designer at UC Davis ITs web development department and I got some fun stuff that we've won in the past up there There's a webbies people's choice award for our UC Davis that you use site which was pretty we're pretty proud of that We got some solder awards for our site farm community And you see the UC tech slack seems to be a good place to find UC people so What we're gonna learn today, so we're gonna look at the current UX improvement process that we're using in IT web dev And you're going to take a look at that process as applies to a real project then we're gonna look at how you can do something similar and Finally, we're gonna talk just a little bit about the community So let's take a look at what our process looks like currently So this is kind of like a high-level overview of our process We do you know we take our client through this, you know someone's comes to us says we want to do user experience Improvement and I say great. Let's start this process. Here's what we're looking at some sort of design challenge We're gonna go through some meetings and we're gonna figure out What it is we're working what we're trying to improve here. We're gonna do some research. We're gonna analyze that research We're gonna do some ideation exercises. We're gonna prototype something based on our ideas We're gonna test it and then we're gonna send you away with some sort of weight like idea of what the implementation of this thing Looks like so this really isn't a development project so We tried that we did some some work similar to this where we tried to integrate it into our discovery Process and it ends up the discovery was hard enough with it out adding some extra layer to it So I really think the way to go with trying to do this stuff is to separate it from the discovery And you send them off of the road map you say all right Well, now you know what you need to do who you need to involve what you need to do Let's let's see what that looks like and go do any other work that needs to get done sort of after the fact so The design challenge so We've got a couple of tools here for setting up a design challenge one of them is That board on the left. It's kind of a one sheet. I called the UX canvas Which is sort of a rip off of what's called a business model canvas That little blue corner value proposition channels users is from the business model canvas And the sort of adaptation here is those UX questions like what are your top three UX challenges? What are you currently doing? How are you tracking metrics? You got money, right? That's those bottom ones And then personas are another good tool for setting up a design change Challenge it's good for me. How am I in to understand get knowledge from them and understand their users? It helps me kind of anyone that that you actually really helped me also understand the department Like it's kind of a quick catch up for me. All right. Who are your users? What are you actually selling or offering? What kind of relationship do you imagine yourself having with your users? How do you get your stuff to them? And so this lets me catch up very quickly so that I can help them sort of frame a design challenge Which brings us to frame the design challenge An exam design challenge. How might we make people feel confident that our help desk can quickly resolve their issues? So that's just sort of a sample design challenge and we take and we take a couple of stabs at that we Try and figure out what the ultimate impact this the design frame design shows is really just kind of a workshopping session to figure out what that that That looks like what that design challenge would might be would be and you kind of can iterate through this stuff a little bit here and You know identify constraints context and constraints, you know, there's any reason we should or shouldn't be doing this that or the other thing I know that's all very big Research so that next step after the design challenge is getting some data of some sort a lot of clients come to us They have existing data like oh, yeah, we already run a survey every time someone fills out a form So they've got some big chunk of data. It's often just that a chunk of data that hasn't been gone through it hasn't been turned into reports So that's good data to then turn into a report that you guys can then look at and Do the next phase which is analysis on but usually even if they have data I like to do some sort of survey survey seems surveys seem to be a low bar for everyone You start talking about focus groups and all and other types of research avenues for For user experience stuff and sometimes you can overwhelm the user and they start thinking how expensive this user group This is this focus group and across me We most people have access to some sort of survey software So that's usually the low bar to entry like we need to get some data. Okay. What's the easiest way to get there? Let's build a survey, you know, and so survey seems to be a good way to go. I like it That's what we're doing right now. We also do something called professional interviews where we might say well Ted over there is a one of your guys as big users uses in your product and he's there every day He might let's talk let's talk to Ted So we'll pick you know a couple of people that either interact with whatever it is We're trying to improve or someone that might have Subject matter expertise on whatever is we're trying to prove Maybe they're just a UX designer in another department We just want to get their fresh look on it and asking them some questions So that's just another easy avenue to to start the research process Themes and insights so this is the analysis phase so after we've collected some sort of data We analyze it and so we take all that data usually I like to generate some reports that says 10% of people said yes You know 90% said no to whatever this question is and then we can all sit down and say all right What's you know, this is what here's a little graphic of this the responses to this question We try and come up with some sort of insight well It seems like people are happier with green than blue and then you know, what's that theme? You know, maybe it's just UX interaction or UX Just reactions or something so so that's kind of the analysis phase You kind of go through all your different data and do this sort of exercise where you find insights in your data And then you organize them into themes And then the analysis phase we also do these how might we say what's where we pull out specific insights and we phrase That insight as a how might we statement? So if this is the inside you just want to be assured that they're in the right place taking the red actions How might we help users feel more confident in their interactions with x and how might we help people feel more confident in completing processes and actions so So yeah, it's kind of this sort of sick little thing, you know, we've got this design challenge This is kind of a how are we going to do this and then we get some information and we have an insight and then we're trying to Ask our self work questions and those questions allow us to sort of sleuth our way through this process You know we're asking questions and we're answering those questions Which brings us to ideation so now you know Ideally in this part of the phase we should have some idea what our users based on their feedback You know what what are some of the problems our users are having things that might? Negatively affect their experience and we can come up with ideas so we do these big brainstorming sessions based on the how might we questions and We say art Let's just come with a whole bunch of answers to how might we do this You know and we'll come up with those and we'll vote on some of the best ones And there's a gut check exercise to make sure that that that the idea we've come with to come up with Still aligns with our design challenge, and then we're sort of off to the prototyping phase. So Then we can start, you know We've got this idea and want to prototype this idea and we want to bring it back to our users who gave us all this wonderful information and So we can do some user testing and once we have a prototype, you know and there's lots of tools for building prototypes We like Adobe XD for reasons I talked about earlier You know, I'm not gonna go back into that, but that's what we use It's great. I can get on a zoom call with someone from a link and hit record and we can just have a nice conversation and Go through through the prototype together and I can start to gather notes and insights or I like to usually not take notes during these User tests and just talk to people and then I can go back and watch the video take notes later And that way I can be more present with them All right implementation. So the final step of this process is this sort of implementation roadmap Which is sending them away. This is a high-level overview I've done much more detailed road map sometimes people want like down with the week. What are we doing this week? What are we doing that week? But you know, this is just something to send the client away with a deliverable saying all right Here's what we prototype here all the things that you should do to improve your experience And here's the teams and the activities that are involved in completing this So that was just a look at this process We're gonna take a look at a client that we do this with personally called Aggie service They're kind of a HR helper service at UC Davis. So there's all these Organizations that handle different HR activities Aggie services kind of like a central hub for People on campus whether you know, it's for everybody student back to staff the whole thing And they can come to Aggie service and say I need help with this and they can either point them in the right direction Or they can start a case and get it sort of taken care of but they wanted to go through this process Before they spent a whole bunch of time developing because they've done that before and they always kind of end up with something They're not super happy with as far as a user experience So they thought this would be a good place to start this time around which was a good choice So Here's the deal this is the presentation I gave them at the end which shows all of the work that we did over an entire year this Presentation alone takes over an hour for me to deliver. I have it set as a video And it's going a little fast. So I'm going to try to cover everything here But we're not going to slow down and talk about this tit for tat. So So We kind of do the same process This is going to be a little bit of a repeat in some of this But it's going to definitely go through some more of the details in this way It is all right. So this is the team I like to keep everyone all involved all these people were in almost all of our meetings together and collaborating on this effort So it was between three departments The departments were us the the enterprise apps and shared services, which is them over there You've seen this. This is the process overview. We worked on our design challenge first So understand the whole picture you remember the UX canvas We're going to go through I guess I don't know. Yeah, I think I paused here to explain the UX cameras We kind of explained that so here's some personas again Just sort of goals and challenges for different personas for them And then all of this this is just the UX canvas broken down So these are the us actually answering all the questions in that UX canvas those the metrics They use those are the resources they have and you can see all that stuff in one big canvas there So again good resource for sort of understanding an organization and their goals So getting closer to our design challenge They needed to answer some big questions in this project So we took some time to kind of figure out who they were and what they're doing as they were kind of the client That's like we want to target everybody and do everything so Again trying to frame our design challenge taking stabs at what that might be that kind of challenge Does to go back and figure out who they were You see we did a lot of work here trying to state the ultimate impact We're trying to have possible solutions context and constraints Second guessing it finally we had a design challenge How might we form educate healthy UC Davis employees with resolution of HR processes? So that was our design challenge that we were trying to solve with this process It's kind of a big goal, but I you know once you kind of narrow things down a little bit So they provided all this wonderful data We did a survey. So here's our sort of survey building process Here's some example warm-up questions persona questions HR service question answers understanding UX questions and then kind of a participation and wrap up question any comments for us sort of thing We zoomed through that, but then we distribute that survey Give it a few weeks while this is a good time actually in those few weeks waiting those surveys to do those professional interviews But once we get all that back we can you know, there you go professional or he's talked to subjects. So Those are the talk to looks like four people there and just some examples of us, you know Again, this is me presenting this after the fact there are documents that align with this presentation that have all the Transcripts and everything from these interviews if they ever want to go back and reanalyze any of that Here's our looking for themes and insights in our data So satisfaction survey Right, so this is their yearly satisfaction survey You can narrow that down because they had like ten years of it I was like this year is the year that most people actually filled this out So we took like the most dense set of data And then we did like the insights process we came up with insights and games for those insights We created insight statements after we did that exercise So we came up with themes community 30 60 speed confidence resolution so those were kind of our themes that we were trying to keep our insights into And you can see that we have different insights under each of those headings and then we get to it now Analyze that so we're going to answer how might we For each of our themes there so we got insight we create how might be statement And then we had our sort of final how might be statements because we came up with a lot of extra a Lot of extra stuff lots of big big brainstorming sessions So those were our sort of final how might you statements I think ideally you want like one going into the ideation phase They had more than one which was funny because all they really insist on having multiple which all sort of combined back into One idea at the end anyway, so it all worked out in the end, but Here's us going through our how might we questions and coming up with ideas This is just a big brainstorming. No wrong answers. No crazy answers Everyone's just and then you organize those answers into most likely to succeed and most feasible Or no most likely to see and what was the other one? Anyway, then we've got check it Prototype so again, here's just an overview of our prototype and we did a couple faith a couple rounds of prototyping again This is where our multiple how might we came together This is example of our prototype in XD our first round prototype You can see you can kind of how the user would see it when they go around and click around in there And we've got some static pages where they just pretend they're logging in again This isn't super interactive as far as like the form field But it's interactive as far as the form process and this this product is really form driven So we wanted as much feedback as we could about this this idea we came up for the This idea we came up with for this very iterative sort of step through form and eventually, you know tracking your case in the system So once we had that we could actually go test it This is our second round testing actually so once we kind of tested both with two sort of users We wanted to test one was sort of everybody user and one was like HR people that doing stuff on behalf of other people So we did all this user test. This is the first round. This is the everybody people So we did all this user testing and got all these more more Data to run on do our analysis on and insights and sort of say oh well people seem to like this or didn't like this or Couldn't find this or couldn't find that and then finally we did the second round of prototyping to improve the entire Portal not just the form since the former they became part of this portal experience And you can see by this point. We've gotten that feedback about sort of graphic stuff that we started working in a little bit more realistic looking design and much like the other one you can see me kind of the the second round of prototyping we're able to click around and See different things Just like they're using it You know kind of kind of got to set them up when you start these interviews like just click right it like it's a real website I know it's not and and but in talk about it while you're doing it Tell me what you're doing like oh, I want you to say you know Oh, I'm clicking on the apply button because I'm pretty sure that will open an application form And then I think I'm good here on the days. I'll sit next and so I try to get them to talk through what they're thinking while They're doing it But once we have The six in higher Right, so this is me Well, this is me talking about how we kind of end up mashing these two both the student hire recruitment form and So we have again two different types of users. This is our more sort of HR oriented user Someone who's doing student hiring recruitment type stuff And so they went through the site with a different eye and looking at different things that we've prototyped We had different scenarios we set up scenarios then ultimately we have all this data We have all this user testing data and we brainstormed how to Move forward and came up with this roadmap that was a very high level and then of course there's a very detailed roadmap using a Gantt chart and like smart sheets Because the client liked the high-level one for their their presentations But they really wanted something much more detailed for actual implementation purposes, so And Some of these are the final deliverables they got at the end of this process a big fat presentation Which you just saw a detailed report which was like a 90 page document that included all of our notes from all of our Exercises and appendix files, which are there on the right? So that document links does a good job of linking to like if you're reading the part about the design challenge It's got links to appendix 1.2 the design challenge like brainstorming And so like all those reports right there very easy to get to by going through that document you You can you can go through this presentation a year later and say I remember that I want to hear what people were saying So you can go and follow that to find that section of the document and click on the thing It'll take you to the the archive and you can find all your data there, so that was a That was supposed to be like Three or four week user improvement Workshop it turned into a little over a year's worth of work And that's something that we're just learning along the way as we do these processes is that To have everybody involved in these sort of projects It just takes time people can meet maybe once a week You're gonna have someone's entire team involved something They're all off doing their jobs and so trying to do something like this takes time And so if everyone could meet every day of the week for three or four weeks We could get it done But the reality was that everyone could get together once maybe once every other week to work on this and so what was Originally thought of as a two three maybe four-week project kind of doing here pretty easily But we did a ton of work and we didn't go over budget even though it went much longer time The amount of hours were known different it just ended up being stretched out for to get it all done so that was good and Let's see So yeah, what the client walks away with we kind of just talked about that the detailed report I have a nice little thing here of the showing sort of this I Worked we I use the Google Drive for this stuff. It's easy to share Most people know how to use Google Drive file. So here's just an example like the appendix file You can see you can drill into many of our little sample like early versions of the canvas and You see it's organized by Professional interviews they got transcripts and video files if everyone wants to go back I Know like I know zoom saves these things But this stuff who knows when this doesn't you get wiped out try to if you do something like this try to See put everything in one place Try and track this stuff down for like asking the client to track all these resources down Especially when you've collected this stuff over an entire year is not cool so I Love this dog. It's just a word doc But you know what you hit that says make an index and then every time you use an h1 It makes a title and so you can see there's all of our phases and every exercise Everyone those blue things is a link to a to a section in this 100 something page document that explains what we were doing that day Are working on so there's a ton of work here and You know this whole process is supposed to be iterative anyway You don't just like we did it once it's done. We're we're our UX is improved forever So then you know the idea is that you can go through a lot of this data And yeah our design challenge was this but the client can say well now We want to improve this and they can go back and look at that data with an eye for improving that other thing But they want to work on So, you know, that's why I kind of put so much time and effort into Tidying this all up into a nice little package to deliver the client so that they can actually use this continue to use this Or duplicate this process at some point they want you know, they don't necessarily need us Yeah, it's nice to have somebody playing ringleader and telling them when to show up to meetings and stuff But if they get someone motivated on their end that wants to go through this whole thing again at some point They don't need they don't need us So We look at now This is just another example of this is example of the links to those prototypes are also in this document again Making it as easy as possible for people they can come down here to the prototype section and find all the links to the prototypes I leave that stuff just published until my computer explodes Actually, there's gonna be there whether my computer explodes or not, but And here's our roadmap and smart sheet I don't know if any guys use smart sheet, but it's got cool tools for doing these sort of Gantt charts You can see we've got all of the tasks list there on the left and then It's got fun little arrows that you see those little arrows that tell you like this process can't start till this one So some of those processes can happen Simultaneously the ones with arrows can't happen until something else is complete So it's a from a project management standpoint. It's it's a good tool. We have departments in our IT that use this as their project. They don't use they use this instead of JIRA So it's a good tool for sort of planning stuff out and highlight it as a tool to present This to a client who may or may not have had some other software for for planning this sort of stuff All right, so how do you build a UX process? So let's look at some ways we can sort of duplicate what we're doing here. So Question are you starting from scratch? But do you have any an existing process? Do you have anyone your team group or group with knowledge or experience? Do you have access to any tools or training? Maybe you have a UX to some UX design experience, but not really UX research or UX strategies So those are some places that you could get some knowledge to sort of put all see it because when I started when I got tasks with sort of building this process I'm a solid user experience designer, but that's just Design go like we want you as your experience design. I'm like, well, that's just design Like I can make things that are that that I know are usable because people use them But why do they use them? What are their fears? What do we what what problem are we really solving with that? So that's where those other bits become important. So I Recommend you learn as much as you can here's some good resources I first thing I did go down to my local library grab everything that started with UX and read through a bunch of those I'll tell you there's a slide about this layer But one of the big problems I have reading through a lot of these UX strategy research books is they all sort of assume your Profit driven they assume that like oh as long as your user experience is driving up your bottom line Then you're doing it right and it's like well, that's not super helpful So and then we did a course mean a bunch of other people from IT just for Not just for fun, but to to better our understanding of this stuff We took a course at Acumen Academy Called introduction to human-centered design and it was a sort of hands-on thing and before we took and made up our Own design challenge and kind of went through a lot of this stuff a lot of this stuff in this process I showed you is picked out of this Yeah, the human-centered design that idea put together. It's free. It's online. You can download PDF Do you want the hard copy you got to pay for it, but Yeah There was cheap Yeah, we paid a little bit for it, but I think they were under discount But yeah, so there's one as much as you can that's a good place to start. Do you have what do you have? What do you need to learn? Understand the landscape. So that was something I didn't understand why I started was like I didn't realize there was a difference between the UX user experience design and user experience strategy and research So They're all very different and have different tools and techniques. So there's a lot of stuff to learn I showed you just some of the tool like out of the dozens of tools and techniques and exercises that I found in all of my research like I had to just sort of pick and choose and We get I gave a presentation in this room in 2019 about you're gonna build a process for that process Which is about our process for building processes so like and it's very much about You know, what do you know? What do you need to know? How do you make this in narrative and then we did that with this process? We did I tried these tools they some of them flop some more really successful That current process I showed you is based on what has worked over the last couple times We've tried to implement this process, but that's what worked for me Like I don't know what you know something might work different for you or your organization You work with totally different people a different a different customer It also works would be different right the tool It also worked with the tools that we had available to us Like I tried to adapt and use things that also aligned with our existing tool sets So I didn't have to ask for software or licenses Start with a data-driven iterative model. So Whatever You know, whatever process you start building for a reproving user experience that you want to do or like whatever process You start working on make it iterative with some sort of research some sort of analysis some sort of testing repeat You know, I could say I showed you what's working for us and what softwares are you can press you? Don't be married to XD further prototyping. Don't even be married to web developer price You want to prototype by crafting with wool and the felt Craft your website will felt and show it to your show to your user Like like there really is a million ways to do these things like don't don't feel like you have to use what everybody else is using I I Always like to start with an outline. It's the lowest bar to entry I could spend a month working on beautiful slide decks that I'm gonna end up throwing out the first time I use them Anyway, because if things work and things don't so the first time I do any process I only I don't do anything more than an outline and that allows me to be a much more flexible and for me to Waste much less time over the past that process progresses pick tools for research and analysis so Again lots of stuff here eight personas waterframes competitive analysis Matrixes sales funnels folks groups insights like there's so many tools for day research and analysis You kind of just gotta pick the ones that you think are going to get the best results and then try them and then find out What they do or they don't pick tools for you know, you're gonna need these tools something for file management in collaboration You're gonna be sharing files with clients Something for whiteboarding you're going to be talking and needing to write things down This a lot of these processes are based on the old I stand here with post it nuts slapping them on the wall Here have some post it nuts in a pen. So as we all know we rarely stand in a room with other human beings anymore. So Having a nice whiteboarding tool Invision has one cold board or something. I like that's I use that sometimes Figma has fib jam There's a whole bunch of plate like tools that whiteboarding tools out there find one you like find one that's That everyone can use at the same time like and also I'd like to envision one because I just give them a link They go to it. I think all a guest just has to put an email address and pop if they pop in and they can start Collaborating on posted notes Prototyping again sketch and vision sigma lots of tools for prototyping Interviewing zoom works fine for us. That's probably already have you want to use teams of teams These are testing again. Do you want to meet some for coffee? But I would put if you do it in person I would recommend recording your session pass it. It's cool. You don't just record without the permission, but Record it because it's nice. Like I said, it's really nice to just have a conversation with someone and then you can go through it afterward and make notes and stuff and then something for communication so whether it's slack or email just Try to be on the same page or whatever your communication on to look choices there simply still use base camp I put that on there, but no, okay. I saw they have a new like base camp 3.0 looks Make do with what you have It's an uphill climb has anyone ever had to do software purchasing. It's no fun So if you got stuff use it I think we probably all have access to things like Google Docs We should most people should have some sort of access if you're doing design work to the Adobe cloud. That's gonna include XD I'm sure you guys have some access to some sort of conferencing software Lucid chart is something I really like for wireframing. I've tried wire to framing and produce photos or XD and some of these other ones. I get really hung up and Problem is the design tools are there and it's just for whatever reason Lucid chart seems to be faster and less less distracting I Don't like introducing another System for them to log into and see stuff, but it is what it is Take it till you make it So go learn about UX research strategy design Pick some research and analysis to outline that phase and meetings and exercises So just make an outline of the meetings and exercise you want to have Find a client to go through that wants to improve something someone anyone will do Make changes, you know go through that process make changes based on that experience and find another client. Yeah, it's We've done this three times Maybe we did grad studies I mean we've only done it a handful Mindful, right Money football I think was the first one done grad studies then ag serves and it this process has changed drastically each time We do it. This is so far the best iteration And I have been committing some resources to sort of solidifying this at this point And then at that point congratulations, you completed a UX process You know I have to do that first one ask yourself these questions What went well what didn't go well that the tools make collaboration easy was the client engaged and evolved I've had both experiences so far with clients that are just like we're paying you you do it You know and they and at some point you have to say well, I guess you know I got the data here I can do it for you, but it'd be better if you were involved but that happens Rework your outline replace tools and exercise that didn't add value make some slide debt That's of course as this is going well You're starting to feel confident that you're you're getting the results you want then you can start building some fancy materials like slide decks And you can do stuff like red documentation leading the UX process so Yeah, you gotta you you kind of gotta use the ringmaster and some of this stuff so You know don't do all work for them. I've done it. It's not not helping them This process only works when involved in the client and all participants so You know in rare cases I will step in and sort of do a little bit more of the work for them If they are just completely incapable of the time and they've already committed this process and it's got to move on But if it can possibly be avoided Don't make them be involved and make them make decisions and make them actually be involved in the process And of course you can make that easier by providing collaborative tools and being communicative and taking notes And people are just so happy when you communicate send Simple stuff send out take notes during the meeting send out notes out the word so that everyone has like some action items or whatever And just make sure they know what they're supposed to show up with next week or next meeting Play in the meetings at the end of the meetings so that people leave the meeting knowing when they are expected back to do this stuff The higher ed challenge so I talked about this a little early just assuming it's profit driven like I really liked this tool to competitive analysis Matrix what the idea was that you went and found similar products. I like say you're trying to improve a Restaurant rating software you go find five or six other restaurant rates Rating softwares you go create accounts on all those things you share them with your team Everybody goes out here's some tools online that lets you like scrape analytics from sites that aren't even yours And so you then go look at their numbers and compare each one see well They got you know the idea is that you're just trying to glean as much information from who's out there already doing it So you're not reinventing the wheel and making mistakes that other people have already made. I like this Didn't apply so well to higher ed. We tried this the best part about this is there was a section in there that's like influences was called Something influences, but it was like instead of comparing them To like success with their client base you compare them based on like their influence like UX influence so like for example like with my own football which was What Faculty merit promotion system we looked at box as an influencer just because of the interface So, you know it's very unrelated, but they were still providing an interface that was Organizationally the same as the way they want to organize files for these faculty promotions, so So never stop improving Write documentation for us keep it up to date says the guy who's internal index plus with ease a couple years old Keep refining tools and exercises that were the best for you Updates like this because as the process evolves, you know I that's one of my favorite things is re-updating everything after things change because I hate having to go through a presentation and be like we don't do that anymore Share your process with all UX people and get feedback. We've got UX people scattered all over the university I try and keep a little network going and get people's feedback and ask and involve them these things They make good professional interviews when you're working with clients The community There's lots of people in higher education that are doing this sort of work and there's like channels I know there's channels user experience UX channels just in our UC Davis slackers use UX channels in the UC tech slack I was trying to find some good stuff There was some really good LinkedIn groups that seemed like they were really active you can ask questions there And I was reading through some of those and saw some really looked like really knowledgeable people giving really good answers And they were seeing responses. So lots of places to go and learn Yeah, and you have to take some of these courses online and get a way to get involved with the UX community but Yeah, and then UX events there's from time to time if you watch the UC IT blog There's some events there they'll post stuff like the UC tech events and Berkeley does like what's it called here. So it's the user center design group like Yeah, I forget what the actual the actual thing is called. Yeah Yeah, they'll do like case studies where they invite folks to come in and sort of witness Yeah, and they like UX feedback and they publish that in the UC IT blog as well. So So, yeah, a place to look for events No, I'm going backwards Okay, so I got lots of time for questions. I know I jammed through people always want me to go back and show The slide deck that we presented to the client there I can do that if you guys want or we can just do open questions Does anybody have any questions? So as far as surveys are concerned like You write the questions. Do you give the client guidance and how to write questions a little bit of full Yeah, here, let's do this real quick. I Can show you because I've actually started Rewriting this process so we can actually go through my slides for training someone to write questions for a survey Let's see Let's see that would be Research I Was hoping to have had all these done to share with you guys by dad camp, but they are not all done I've gotten through kickoff being Design challenge meeting and workshop research and analysis. I don't still have to do prototyping and roadmap or something But user testing anyway, but so You know, this is just sort of my slide deck. I've been putting together for walking someone through the Through the goodness the animations are stillness. Okay the research phase so Just an idea of where they're at in the process Pretty a survey, so here's your task. You want we want to write some warm-up questions We want to frame questions that tease out users cool spheres and ambitions. I know that's always a people are like What does that mean? But you know, I tried to explain it like this to people like Just because you're getting the amount of people clicking on what you want them to click on doesn't mean They weren't lost or irritated that they had to go through whatever they did to find it So like you want to find out what irritates them like I If you do a bunch of survey stuff and people just no one can stand going to the footer to look for information Don't put information the footer. So You know, you want to you want to phrase things in a way that helps sort of tease some of these things out Finalize questions and build quality so right finalize questions of course they're draft out a bunch of questions Or this question is in the section schemes come up with distributionless rights So those are the tasks that this meeting is supposed to tackle. So starting out with warm-up questions They're intended to be sort of icebreakers But hot but it's possible to gain even from our icebreakers, you know You find out that you know, most your people are cat people, you know, you might be able to derive something meaningful from that I don't know You know like even as a hot dog a sandwich I like to feel like if everyone says me or like the majority of our users say maybe I like to feel like that We have a user base that's a little bit more creative People that like to think outside the box So it's like all right They're thinking outside the box here, maybe they do in their user experience or they're you know, they're searching too I like to write, you know focus on a section on the survey that works on persona questions. So just Figuring out who you're just because sometimes your users aren't who they think they are sort of you know, I mean or like Yeah So, you know, are you student value if this is going out broad or not? I don't know. So, you know, is it are you food student faculty of staff? You know, are you supervisor or is your job related to X? You know, how many years have you been with the UC institutional knowledge will tell you it's something about your user base for sure I know that was important in this one. It was like well People that have been here for 30 years kind of don't care whether there's a website or not They just know who to email Design challenge questions write some questions a specific challenge. So this is walking through Some we want to write some questions that are related to our design questions set challenge So if our if our design challenges, how might we Get people on campus to give more high-fives who might say things like are you comfortable? You know, how comfortable on a to an electric scale? How comfortable you giving high-fives more? Yeah, so So that certainly some a section on that We did like three different sections So that this this one the design challenge questions can be a bunch of questions You guys come over and you can certainly organize those in the sections of the survey You might put them on separate, you know, you with surveys you can kind of paginate them and go through them in steps So you might have three questions that are about People's preference for user experience and maybe three that are related to the design challenge and maybe Three questions that are sort of related about you. This is the more open part of it I like to do some sort of participation and wrap up questions. Just like an open field. You never know what you're right people are These of the surveys are usually anonymous and you should see those stuff some of these you see people, right? I think people were nicely There's some Right, I've got some ones are just like this whole survey is stupid. I think So yeah, and then once you have all those questions you can see I we sometimes we use like a spreadsheet and that makes it nice to tab it out And I like to write it out so that we kind of have the question what type of field they want to use for Do they want to use a Likert scale or radio buttons or you know Paul tricks has all kinds of fun stuff. You can use a heat map You can put an image up and click where do you think where do you think the Where do you think about us pages and they can click and then in the report? You can show a little heat map that shows where people clicked and stuff but the most so Lots of good stuff there I also like to put the reason we're trying like what's this question actually trying to get at sort of so that when the client Writes it out. They say massive question because I want to know whether or not we should put the search in the head Or like I kind of wanted to why the client's asking a little bit and that way I can review them with that in mind To answer those questions specifically they you try to get the client The owners to write the questions and then we'll Yeah, I usually do this is kind of like a workshop where we go through these slides and I If you might we might do a handful of questions But then I want you to go and come back with whatever with a whole with a whole final set And then we'll talk about it and organize on it Then I'll usually go put it in Paul tricks because I know Paul tricks, so There's an order to write survey questions to get the answers Not the specific answers you're looking for we're getting Detailed enough answers that you can use real data or use it as real data And without leaving them, I'm assuming in a direction that you're right Yeah, but you can still start by Thinking about what kind of answer you want like Then I like how you mixed it up with the how might be because that's the state That's the answer that you're looking for right and so whether it's a or b or c doesn't matter What you don't want is an answer to you know form the question so the answer comes back with yeah I'm not the but I'm not a master at this by any means But I do review all the questions to see if it's just phrased negatively or positively or neutrally like I want to keep things as Neutrally phrased as possible. I don't want to charge you either way You should hear some of these interviews like Should I click there? I don't know should you People try so hard to get me to tell them the right answers They still badly won't have the right answer to everything. They're like I'm doing it right. I don't know Like I like these interviews in fact, I've had that I did one of these with another user experience designer And she was like you did such a good job So yeah, it's it's hard it's hard and it's an art and it's something I'm certainly working on Actually, I just picked you back surveys like The unit I work with I think has some fears that if we were to survey users That we would be setting unrealistic Expectations possibly because like by you know by saying let's open this up But then they might expect that every single suggestion that they give Answer will then get implemented and they want to be able to make sure we manage those expectations if we're going to even We said at all I am familiar with this fear the fear that you are going to tell me the CEO what to do with data Like that that is how us as as people low on hope have gotten our voice and our power in making good decisions in the design world and in in higher education And it has a backlash which is it terrifies people the top when they're gonna be told You don't know you don't get to make the decision because the users have made it for you like and Tough I don't know it's a tough one. I Don't know what the solution to that is except for just trying to console them and say look We're just gathering data. We're doing a research and we can make this We ultimately we get to make the decision on what gets done and what doesn't get done And good example, I also run into like survey fatigue with with I get clients They're just like if we survey if we make another survey and send it out. I'm getting fired And Like that happened with Aggie services and I said they said we have data I'm like, yes, but you have data that was collected for a different purpose like and use that data and get insights from that data But we need to ask some other questions because you have polls and in the answers like there are things we need to know that We need to ask and so they allow me to make a survey But the kind of didn't give me a distribution list. They gave me like a handful of people I could include but As their user base was all of UC Davis. I kind of just went to the UC Davis general slack and was like Hey, you guys should you want to help us, you know Improve some stuff on campus come check out the survey. This is what we're trying to do Here's like I did a little here's the goal, you know, just you understand the context, you know And you know, all you got to do is go through this thing and answer a couple questions or whatever and We didn't get a Ideally you get this gigantic data set that allows you to like make some really quality Decisions and you know get some really quality insights But sometimes you just don't have the data set you want and you kind of got to go through it and get what you can from it And and the problem with the admin services that they have an annual service They send out for like the whole to part like the whole shared service center And then since that's the whole campus and they really want to get all this feedback and then So they then they hired us to do the Specific HRPs, but they had just sent that sort of like just like two weeks earlier And I can't send out another survey to everybody for one And whenever anybody fills out a form on the website it prompts them to fill out a survey. Yeah, right So, yeah, that's that's it. You wanted to constraints and roadblocks and stuff and you just figure your way around it and And my legs turn blue apparently it's tired listening to me Or it's out of date, so Do I have any anybody have any more questions? Is anybody doing some sort of user experience improvement process? The way we used to do it was like giving your analytics and I'd go through all their analytics and I'd be like Hmm nobody's people keep going in a circle over here between these three pages and never getting anywhere and then leaving And I would just sort of give them a list laundry list of like you should do this because this seems obvious or go look at like the Low map. It's like everybody's ever in the site through this page You know, maybe you should do something different. No one ever goes to the home page. I wonder why so we We used to do that sort of thing, but it was more reactive than proactive and this is certainly more proactive. It's it's nice to Start like this is all before any design or develop design or development happens So, I mean this I mean there's a little bit of design in there But I even told the client that like yes, we did made all these pretty pictures But you need a designer coming to design a system that can then be implemented like I did this the moments I needed to do these mock-ups for some forms like you're missing a ton of stuff here so That's it. Thanks everybody