Category: user experience

Posted on

On Pricing Tables and Mysteriously Familiar Background Graphics

I answer questions about UX, Information Architecture and other topics on Quora. A selection of these answers will be reposted on Medium with occasional, minor editing for clarity. I took a break in from posting in January. Following are selected questions I answered in February.

Should website homepages have a pricing table?

February 23, 2018

If your users come to your website specifically to see pricing, or if pricing is your main competitive differentiator and the value of your offering is well understood, then by all means, feel free to place a pricing table on the home page. A lot of web hosting sites will place their prices on the home page because they market themselves as a value option for what is essentially a commodity. However different users may have a different understanding of what a good value is for the product or service you offer.

Seeing prices immediately may turn some people off. It could seem tacky, or if the value of the offering is not clear, it could seem expensive, irrelevant or even confusing. You would need to test with users to know for sure.

What I tend to see most often for services and software websites is a “pricing” page in the main navigation, with the home page reserved for display or walkthrough of the product features. If the user is convinced the product does what they need, then they will look for prices. The pricing page would have the matrix showing various packages, but sometimes it will only have a link to contact the sales team, especially if you offer custom services or have a pricing plan that isn’t easily displayed on a grid. Again different users will respond differently depending on the kind of product and their needs and budget.

On the other hand, if the product is retail and you run regular sales, seeing these prices or a link to a sales circular would be expected. Having the sales prices on the home page could be a way to grab sales for the featured item and draw in the user for more purchases (with a link to similar or “customers also bought” items).

A User Test would be a way to figure out what your site visitors respond to.

Who creates the apparently similar background images for slack.com, gusto.com and lattice.com?

February 17, 2018

I think must be very easy to find these images. I recently hired a designer to produce a flyer and they used a blue background graphic that seemed off brand, but very familiar. So I opened Slack to ask my partner to check it out and there was the background in orange in the Slack interface. I’m not sure where the designer got the image, but needless to say, we didn’t accept the design.

Posted on

Where Should I Post My UI/UX Portfolio? and Is Wikipedia Failing?

I answer questions about UX, Information Architecture and other topics on Quora. A selection of these answers will be reposted on Medium with occasional, minor editing for clarity. Following are selected questions I answered in December.

What are the best websites to put my UI/UX portfolio, both personally and professionally?

Answered December 31, 2017

As an archives focused UX designer I always recommend creating a master portfolio that you have complete control over, whether on your own WordPress site or on your local drives. (Ideally both with backups in the cloud). Having control over the data means that you will always be able to access, edit and customize it regardless of whether the portfolio site of the day is still in business. A platform like WordPress is great because it allows you to import and export the CMS database. You should back it up frequently.

Your portfolio should be customizable content so you can craft a deck specifically for the job or contract you are applying for. It should contain not just your best work, but the work you most want to do and is most relevant for the job being offered. You can create separate portfolios for different kinds of work and direct people to those specific portfolio files. You should also have a PDF or Keynote/PPT version available in case a recruiter wants it emailed and also because it is easy to carry into a meeting and have available offline when internet access is slow or not available. If someone asks for work samples, you can either email the presentation deck or send a link to the relevant samples when highlighting your work history for a recruiter or prospective client, depending on their requirements.

If you use a portfolio site like Behance or Dribbble, only include a few top notch pieces and be sure to link it to your more detailed CV website. Be sure to tag the type of work you do on each sample you upload to these sites, and include a brief explanation of the problem you solved and how you came up with a solution. The story of the design solution is very important for UX work, and I don’t see it done quite enough. Can you explain why you made choices you did? Were there in-between stages that reflect some of the decisions or pivot points in the design? Was it an individual assignment or a team effort? How does your work fit in with the overall team effort? Are you effectively claiming the entire design as your own if you only show end results? How will you explain your role in an interview if the end product is a team effort? Is the visual enough? Usually, it isn’t.

My complete online CV is a WordPress website that lists blog posts (that I republish to a Medium account), speaking engagements (with presentation slides linked at Slideshare), a general resume and a bibliography of published work and exhibitions. My portfolio is just a part of that overall CV website. It is unlikely that a recruiter would make time to peruse it all, but it’s all there should someone want to dive a little deeper into what kind of person I am, what my interests are and what I like to write about.

In fact the website has become a bit of a “catalog raisonné” and to be honest it is due for an overhaul. I have mixed feelings about cutting back and will probably just remove thumbnail shots from some of the earlier work (some of the older visuals look quite naive compared to more recent standards). I’d love to hear how others manage the assessments of older work samples, particularly when it’s the type of project or industry work you want to keep doing.

What crisis is Wikipedia going through as everytime I open it they ask for donation?

Answered December 8, 2017

It’s not a crisis. It’s charity season. As people enter the holiday season, they open their wallets and give to their favorite charities. If you open your mail on any day from mid October through December (at least in the US, probably elsewhere), you will see similar, increasingly desparate-sounding appeals from other charities hoping to get a bit of your annual tax deduction locked in for the year.

That said if you like Wikipedia, use it and find value in it, whether as a source of information, community or for their really cool data tools go ahead and give. It’s a great service.

I use Wikipedia so much I started giving a small amount each month. Is the risk of them going offline as imminent as all that?

Answered December 7, 2017

When you make a donation on the Wikipedia website, you are giving to the Wikimedia Foundation, which runs several projects in addition to Wikipedia, including Wikidata, Wikimedia Commons and others. As a Foundation, Wikimedia offers grants to its worldwide chapters, project teams and individuals to cover costs such as travel, Editathons and other events, equipment, research, etc. According to their grants page, they give about $9 million US dollars per year in support to these efforts.

More info and links to awarded grants here:

Grants:Start – Meta

Posted on

UX Portfolios, Awards, Priorities and Why Is the User Often “Female”

I answer questions about UX, Information Architecture and other topics on Quora. A selection of these answers will be reposted on Medium with occasional, minor editing for clarity. Following are selected questions I answered in October.

What is the most important thing in UX design?

Answered October 31, 2017

The User.

As an in-house UX designer that is about to change a job, how do you update your portfolio? Do you add your in-house work/findings to it or work on other projects?

Answered October 25, 2017

Good advice so far on creating a portfolio and getting permission to include materials. And also a reminder that even if you are not considering a change in jobs it is always a good idea to keep up to date on portfolio projects as they are completed so you don’t have to scramble to remember what you did months or years later when you decide to look for something new.

You still need to ask permission to include work in a personal portfolio, but a smart design department will understand the value of keeping a record of quality work performed as an example for future projects, staff, clients or the public. Even better if you can get your manager to let you present your work at an industry conference. Often slide decks are made available publicly via Slidesharre or the conference library, offering an additional record of your (and your company’s) best work.

Why is the term “user” in most IT books a female (at least in the web design related literature)?

Answered October 24, 2017

One of the ways to develop empathy for your users when designing a product is to introduce stories, scenarios and personas that reflect a broad view of the types of users you are designing for, so that you can be sensitive to their needs within the category of users they represent. In writing, referring to the user with a female pronoun triggers empathy, not necessarily because it’s female but because it’s different, and therefore noticeable. We are rather used to the generic, male pronoun form in writing and even thinking about people in general, so when we see the female pronoun it strikes us as something noticeably different. We start to pay attention to “her” as a person and not just a generic “user.” It’s kind of a neat, and pretty subtle, psychological trick.

It seems weird that the same button initiates “publicly sharing” and ‘privately sending’ something on my phone. Is this a UX flaw?

Answered October 19, 2017

If what you are referring to is the Share icon, the little box with an arrow pointing up, then think of it more as a “Process This” button instead of Share or Send. What it does is pass information about the item you are starting on to a program that will process it in some way. If you select a social program it will share it, if you select a file drive it will save it, if you select a mail client it will send it, if you select a password manager, it will give you the password, etc. in other words “Take this and do something with it.”

Where can I find great, award winning examples of UI design for responsive websites that are heavy on data (lots of tables, charts, graphs, et cetera)?

Answered October 13, 2017

First, look at the awards. Here are some big ones:

UX Awards: The Premier Awards for Exceptional Digital Experience

The Webby Awards

Best Responsive Design Websites (Awwwards)
Next look at related awards that focus on info graphics, visualization or data science. (These may or may not be websites). Here are a couple:

Data & Analytics Excellence Awards (Gartner)

Tableau Awards

Data Impact Awards | Cloudera

AIGA Awards Archive

Then look at “Best of” articles. They may not be Awards but are curated lists to get you inspired. Here’s the first one that came up in my search. There are dozens like this.

20 Best Responsive Website Design Examples of 2016, Social Driver

As a UX designer, how do you balance what is best for the user and what can realistically be developed? Do you compromise UX and push towards a deadline or do you fight for the user?

Answered October 13, 2017

We do occasionally have deadlines or budget limitations that force a compromise among a list of needed UX improvements. You can prioritize improvements by applying a severity metric and choosing the ones that will have the most impact, saving others for later sprints. You can also prioritize the easier fixes, particularly those that provide data that support other improvements in a future sprint. If planned well, some of these fixes will improve traffic (or sales or flow) well enough to justify the next set of sprints. Ultimately as the UX designer, your influence may be limited to what you can convince the product team lead to decide. As long as you are advocating for the user, you are doing your job.

Posted on

The Best Time to Bring in a UX Expert

I answer questions about UX, Information Architecture and other topics on Quora. A selection of these answers will be reposted on Medium with occasional, minor editing for clarity. Following is a question I answered in September.

When is the best time to bring in a UX expert, when you are first building a product or after you have user data?

September 28, 2017

I work as a UX consultant on a digital ID standard. One of the areas I am researching is usability of identity management products and services. Some of the companies I have interviewed are very small, one or two person startups that do not have budget for outside expertise and others are very large, nationally known brands that themselves have not allocated budget for UX testing. In some cases the product managers and developers are very interested in user experience of their products while others interpret “user” as an electronic agent rather than a human at a computer or device, so invest little to no dollars on UX.

Those who do understand the importance of UX, particularly products intended for the mass consumer market or those for purposes involving repetitive or multitasking/heavy attention load activity that may lead to potential worker injury, for example, will follow usability guidelines such as NNGroup/Jakob Nielsen/Don Norman’s research or actively seek outside UX expertise. At the very least, all user facing products should do some UX studies, sit with users and stakeholders who understand user needs, complaints and feedback and identify key user tasks and potential negative outcomes. Do these exercises at every step of development particularly pre launch and when introducing changes (even if they seem minor).

For our financial wellness tools at Decision Fish, we tested with dozens of prospective users very early, well before launching our first web app, when it was still just an Excel spreadsheet! We did surveys and interviews on how people manage their finances. We watched people use all kinds of personal finance tools from paper to software to just thinking it through. We surveyed them about their pain points. We observed individuals and couples as they walked through our alpha modules and asked them directly to tell us what we are doing wrong. We pivoted quite a bit based on user input.

We even offered financial coaching sessions to prospective users and partners to get deeper feedback into individual concerns. In doing so, we discovered underrepresented use categories that challenged some of the assumptions we made in our design. We collected contact info on interested users for a beta test once we launch and will be offering it as a pilot to companies and partners who are interested in providing it as an employee benefit.

All of the data and feedback we gathered in these sessions helped us to develop our product and adjust our assumptions of how to present information and guide our decision-making tool. All this has happened well before we had actual user data to analyze. That will be our next step, to create a plan for analyzing and learning from our users when we’ve launched and have data to look at. But we will continue to observe, coach and survey users, because we expect continual improvements and adjustments. Because we want our decision tool to be the best it can be for our users.

Posted on

Lorem Ipsum, UX Portfolios, Thought Leaders and Designing for a Customer Niche

I answer questions about UX, Information Architecture and other topics on Quora. A selection of these answers will be reposted on Medium with occasional, minor editing for clarity. Following are selected questions I answered in August.

In a UX Portfolio, can I use lorem ipsum or do I have to use the real text from a website?

Answered August 5, 2017

Lorem ipsum will likely be read by reviewers as a stage in an unfinished site. That’s fine. Your UX Portfolio should include artifacts showing the process you went through to solve a design problem. If you only show screen shots of completed sites, it is difficult for a reviewer to understand exactly what part of the design solution you worked on.

Notice I am using words like “problem,” “artifacts,” “process” and “solution.” These are terms that direct the reviewer to consider your role in the completed work. What problem did you solve? What design artifacts (like screenshots, wireframes, journey maps) did you create? What other team roles did you work with? What processes did you use as a team or individually? How did you negotiate and advocate for your work with the team or the client? Your portfolio should be more than the pretty results of your work, but give a description of the messy problems and creative solutions you brought to the table.

Another thing that I wonder when you mention Lorem ipsum is whether you are using it because you have an NDA. This can be tricky. Read the agreement thoroughly and have a lawyer explain anything that doesn’t make sense. Simply obscuring text may not be enough if there are branding elements that are recognizable in the completed design. Often wireframes make sense, since they are very lo-fi and don’t need to show branding elements. That said, some NDAs will prevent you from sharing any artifacts at all, especially if the intellectual property is particularly sensitive, so a general description of your role and processes may be all you can put into a portfolio.

Hope that helps.

What is the best way to do customer research to decide what product I should build in a specific niche?

Answered August 5, 2017

If you have already decided what that niche is, you can start to think about the activities that group is involved in and the types of problems they are trying to solve. Meet with them and observe how they are currently performing these activities or solving these problems. How do they perform the activity? Is their solution or task analog or digital? What are their pain points? What do they struggle with? What do they wish was different? Have them speak to you aloud about the steps of their task: what are they doing, feeling at each point in the process? Are there solutions or tools they have tried and abandoned? What made them abandon something that was not satisfactory? What made them keep using something that is perhaps subpar? Are there solutions they have heard or read about that they would like to try? What are they and what might be keeping them from trying?

All of this will give you insight to an underlying problem that could use a designed solution. More questions to ask during the ideation stage: Can their tasks be supported by a digital solution? What are the external roadblocks? Is there a cognitive or behavioral issue that may be involved? Is there a bias? (I remember when wheely bags were derided as something only for the weak or the female. Now most urban mail carriers use them and most other people couldn’t imagine getting to their gate on time without one).

Is cost an issue? Regulation? What external factors might be affecting the market for your solution?

Map out some ideas, prototype your solution (paper mockups or quick digital prototypes are OK) and go back to your users to see how they use it. Does the solution address their problem? Does it make sense? What would they add? What would they remove? Would they suggest it to a friend or colleague?

Then back again. Keep iterating and testing. Read about the problem space in the media. What other companies are working on products like yours? What are investors buying into? What larger groups, associations, affinity markets are interested in solutions like yours? Meet them for coffee or go to Meetups and conferences on topics related to your niche group. Meetups are good places to find your user test participants as well as to learn generally how the industry or affinity group understands the problem space and what other solutions are out there.

Be sure when you start to approach designers, developers and partners that they really get your niche and the problems they are dealing with. Decision Fish has been very lucky to find people who understand and are excited enough about our product that they want it for themselves. When your team really gets it and they are excited about coming up with a solution, investors and customers can feel it and will be more likely to want to help you to succeed.

Hope that helps.

Who Are the Thought Leaders of UX Writers?

Answered August 5, 2017

Most of the authors at Rosenfeld Media and the speakers at UIE conferences can be considered thought leaders in their area of UX. Writers I follow in particular include Peter Morville for IA, Kristina Halvorson for Content Management, Donna Lichaw for UX Storytelling, Steve Krug and Don Norman for Usability, Dana Chisnell for Government/Participatory Design, Steve Portigal for UX Research (I’m currently reading Doorbells, Danger and Dead Batteries), Thomas Wendt for service design (I’m also reading Design for Dasein, which is highly philosophical/academic, but fascinating if you are up on your Heidegger and terms like phenomenology and hermeneutics). Peter Merholz has done writing on service design that is a bit more accessible. Jonathan Kolko and Nathan Shedroff have written on Design for “wicked problems” and sustainability, respectively. Nathan also has a fun one at Rosenfeld Media, called Make It So, on what designers can learn from sci fi.

Posted on

On UX Deliverables, Accessibility, Education and Portfolios

I answer questions about UX, Information Architecture and other topics on Quora. A selection of these answers will be reposted on Medium with occasional, minor editing for clarity. I answered the following questions in June.

Is it worth learning UI or UX design? Do you actually use it to build a product?

Answered Jun 30

UX is used to design, strategize and build a product. UI is a part of UX. UI is used to give the product something a user can interact with (buttons, controls, calls to action, a familiar and comfortable layout). Studying users is an important part of product development. One of the biggest values of User Experience research is learning how people solve a particular problem and whether your product, or idea or inkling, is an effective solution. What problem does your product solve? How do people go about solving this problem today, before they know about your product? What are their pain points, either with an alternate solution or with one you already provide? In fact, a project may be abandoned due to what was learned during the research phase and that is a good, valuable result, versus spending millions of dollars on a product no one wants or needs. UX research will show you if you have product/market fit.

Is learning UX or UI worth it? Yes, if you are involved with designing a product, understanding the user’s needs and motivations is important. Are you the best person to learn it? Maybe. It depends on your role with product development. If you are starting with a small MVP or not funded enough to hire staff, you may be required to serve in more than one role in developing the product. These roles may include product management, design, research, coding, data management, account management, sales, security, AI, accessibility, vendor management, partnerships, etc. If you are working on a larger design team, you may specialize in an area of UX such as research, information design, information architecture, data visualization, interaction design, visual design, animation, etc. There are other Quora threads that explore the skills and deliverables for the various aspects of UX, so I won’t go into them here, but you can read a few of my prior responses:

What are the UX design deliverables?

What is UI testing?

Is 38 too old to start a UX/UI career?

Even if you are not specializing in an area of UX, any product development role can benefit from understanding the UX discipline and the insights and methods that inform product design. With these insights, a product manager can focus on aspects of the product that users truly want and need. A developer will understand what is being created and can code in a way that optimizes the design as well as the needs and abilities of the users. Business stakeholders will understand that they are investing in the right approach to serving their market. And that ensures success for the whole team.

What’s the most effective way for a nonprofit to determine UX strategy, design UI and develop pages, within a limited budget and time?

Answered Jun 30

Look for a university with a user experience design, product design or library and information science program and offer to be a test case for a student project. The department office will know if any of their professors are seeking projects for students to work on for a semester long course. Because they are teaching design and strategy skills you can be sure their processes and methodologies will be state of the art and well tested.

If you need faster turnaround than a semester course, prepare to either pay a lot more than you normally would for good work, or be willing to accept lower quality product. Good UX strategy, design and the research that informs the best fit and process takes time.

Is a UX design bootcamp such as RED Academy worth the time and money? Can I get a job if I self-teach UX Design on Coursera, edX or Udacity?

Answered Jun 16

I have heard mixed reports from UX hiring managers about design and coding academies. I guess it really depends on what you expect to learn and whether you are using the training as skills development or a replacement for a degree. Generally academies are great for learning new skills and developing a portfolio. What you get out of a six to twelve week course can vary. I have seen some concern that people who take courses at places like General Assembly are being encouraged to apply for senior design roles that they aren’t actually ready for. Or attendees who pass off student projects as if they were paid work. But other hiring managers may really appreciate the way a program ramps up an employees skills. (When I was at PwC long ago, I was encouraged to take design courses from NYU’s continuing ed department). At the other end, courses from Cooper U or IDEO are well regarded, but expensive and somewhat senior level.

I have also heard concern that a tools based training program is not a substitute for the kind of fundamental design education one would get in a degree program. However, UX designers are paid well even on a junior level, and with the way tuition prices are going at traditional colleges, I find I’m routing for the boot camps to become more like design guilds with apprenticeships and some kind of accredited certification. Center Centre offers a good model for a “master class” style of education. I would argue that if you do have a degree that is not in design (I have a BA in psychology and a MSLIS) and some work experience, all of that experience could be applicable to UX since UX is as much about understanding a business or consumer problem as it is about the solution design.

I don’t know the reputation of RED as it appears to be only in Toronto and Vancouver. So I would probably ask around at local Meetups or see if you can find out what kind of jobs graduates are getting. See if people in your LinkedIn network list the RED program have interesting jobs and contact a few for an informational interview.

As for self-teaching, I find courses at edX, Coursera and audacity to be a mixed bag. Some very good institutions and teachers produce good courses and some are not quite up to their name. Programs like the Interaction Design Foundation and UIE’s All You Can Learn Library are good because of the people behind the productions. And it’s much less expensive than attending a conference or workshop where the novelty of the experience and sheer volume of information can be overwhelming (though they are excellent networking opportunities. Our field is very welcoming).

How does a UX designer ask user groups to test their product?

Answered Jun 15

There are participant recruiting firms and online services that will help you vet and focus users for testing.

A client may have a department or group of employees they would like you to test the product on.

Guerilla testing is when you send teams out into the world and pull people aside to interview or try out a product.

For smaller questions you can pull someone aside at work or take a friend for coffee to get feedback.

I’ve also seen people recruit via social media, friends of friends, Meetup groups. I’ve turned a few Meetups into focus groups before.

You will usually want to offer an incentive to compensate users for their time. A small monetary stipend like $25–100 per session, depending on the length of time, or something smaller like Starbucks cards, sneak peek downloads, etc. Recruiting agencies can help with incentives.

Update: I wanted to add that I have a friend who also had good success with Mechanical Turk. I’ve never used them, but thought I’d add that since I’ve heard similar crowdsourcing methods can work for certain types of questions.

What are the ideal deliverables of a user interview?

Answered Jun 15

Pain points. What is it about the problem you are trying to solve or they way you approach your solution that users have the most trouble or frustration with? This can be issues with the solutions you are designing, those of a competitor or any other ways a user might be solpving problem or a need on their own.

Discovery. How are users finding solutions today? How are they finding your solution or solutions like yours? What are they reading, watching, who are they talking to? Where are ideal touchpoints where you can access that potential market?

Feedback. When you are interviewing users about your product or solution, what do they like and dislike about it? What is tolerable but could be better?

As for the format of the deliverable, video is very popular because it exposes nonverbal communication, such as body language, pitch, expressions, etc., that you don’t necessarily capture well in a written report. When delivering to the design team or stakeholders, you can pull out clips from interviews to illustrate a finding. Visualizations are also a good way to show a lot of data in a single artifact. Can you graph information, such as cost against another parameter like emotion? User research software and analytics companies have a lot of ways to visualize user research data.

What is the difference between UX and UI designer and web designer?

Answered Jun 12

A UX designer is concerned with the entire user experience. What motivates a user to use a product? What needs does the user have that causes them to try your product? What about the available solutions does the user find frustrating or incomplete? What about the product experience engages a user to use it again and again or to share it with others. They may create wireframe layouts, page flows, prototypes or focus on information architecture, UI design or more strategic documentation like user journeys and personas.

A UI designer is focused on the interface, specifically graphic controls (buttons, sliders, links), indicators, layout, error messaging, etc. and ensuring that they are visible, understandable, usable and accessible.

Web designer is somewhat of an archaic term. One might assume a web designer focuses specifically on browser based products, or that it is someone who does everything from design to development.

Are there any usability studies on alt text that people with visual disabilities find useful?

Answered Jun 9

The classic is Nielsen Norman’s 2001 study Beyond Alt Text: https://media.nngroup.com/media/reports/free/Usability_Guidelines_for_Accessible_Web_Design.pdf

This year Facebook released a study on Developing automatic-alt text for Facebook screen reader users

McEwan and Weerts did a meta study for British Computer Society in 2007 that mentions several alt-text accessibility studies http://www.bcs.org/upload/pdf/ewic_hc07_sppaper18.pdf

How would you start UX in a company with no design culture if you’re the only designer?

Answered Jun 8

Read Leah Buley’s The User Experience Team of One – from Rosenfeld Media. She covers how to set up a UX practice in a company and methods of evangelizing the benefits of UX design and building culture. She also has a few virtual lectures at UIE’s All You Can Learn Library.

I’m a freelance front-end web developer and digital artist/designer. Should I keep my portfolios separate?

Answered Jun 5

I treat portfolios in a similar way as resumes. Do I have one resume that I use for every job I apply for? No. Unless you are applying for a cookie-cutter, entry level position, you need a different resume and possibly a different portfolio for each application. Every company faces a unique set of challenges. Each job is an opportunity to solve a different problem, and each application needs a different sales pitch tailored to that problem. If the job requires someone with strictly design skills, highlight design projects in your resume and your portfolio. If it is a mix of design and development, include a mix in your portfolio.

By “portfolio,” I am referring to the document you send to the hiring manager. It can be something you send in an email or attach to an application system. It might be a PDF, a video, animated graphic, or link to Dropbox or your website, but it is tailored specifically to that job application. Your public website (or LinkedIn or Dribbble page) should showcase your best work in the areas that you most want to work, and ideally on projects where your client or boss would recommend you. If your ideal job is strictly design, these should be the projects on your public website. You can always have a link to other types of work more deeply in your site.

There are certainly skeptics who believe that Da Vincis and unicorns don’t exist, and most people tend to excel more in one than the other. I’ve known people who do quite well with both, but you probably have a natural leaning. Go with that. There is always an opportunity to show more if the hiring manager is interested in seeing more.

Is it possible to have functional requirements if you’re working in UX?

Updated Jun 3

Gathering user requirements is an essential part of User Experience research for most projects. Discovering how a someone uses a tool, whether it fits all of the user’s needs for a given process, where there may be functional gaps, etc. help to determine if planned functions meet these needs, if current functions need tweaking or whether new functions should be added. The document you produce may not be quite as formal or detailed as in traditional engineering or software development projects. It depends on the team, what role you hand off your work to, and how complex the function is. It could be a written report, a flow diagram, a user journey map, an infographic, an animated video or a combination.

Posted on

The Occasional Mentor: How to Advance as a UX Professional

I answer questions about UX, Information Architecture and other topics on Quora. A selection of these answers will be reposted on Medium with occasional, minor editing for clarity. 

One of the things that makes a very good UX designer is developing empathy not just for the user but also for your entire team. Knowing what the user and your teammates can and cannot do, what frustrates them and how you as the designer can make their experience easier or more enjoyable is a key part of UX. What I have been doing to advance in the field is start to expand my professional development beyond the usual design conference or Agile sprint Meetup. I have started to attend conferences and networking meetings outside my specific field of IA/UX. With a mentor’s encouragement, I have even begun going to the kinds of events that may seem a little scary to the average designer, like cybersecurity, cloud computing and semiotics/philosophy groups.

My approach to these events going in is understanding that much of what I will see be gibberish at first. I once attended a “search engine usability” event at Columbia Business School that was literally Greek to me: slide after slide of computational algorithms peppered with Greek letters. At first I admit I felt way out place, but I decided to just absorb the atmosphere and observe the people in the classroom. A different feeling washed over me as I stepped into that observer role. These were people who quite literally speak a different language than me and who may have a similarl, “fish out of water” experience at a design-oriented Meetup. I once met a female programmer at a design sprint event who claimed to “think in code” and admitted that the sketching part of an exercise was difficult for her. I think she was doing a similar observation technique as the one I used at the Columbia lecture. That kind of self-reflection about your own experience versus the experience of those who are more (or less) comfortable in a given context can be useful when working with team members or users whose context may be equally foreign to you as a designer.

I’ve had similar experiences attending financial and human resources related events in my role as COO for a financial wellness startup (although these were at least usually in English). Being able to step into the role of an ethnographer or anthropologist without entirely objectifying the experience and humanity of the subject group–in this case fellow conference attendees–is a great way to develop as an advanced UX professional.

Another thing you can do to develop as an advanced UX professional is to mentor another designer. I started mentoring in my local UXPA program after having been a mentee in the same program last year, which has been very valuable and rewarding. I don’t believe I was consciously trying to experience mentoring as a user of mentoring services when I joined as a mentee. I had real needs for which a mentor would be valuable. But the experience allowed me to feel empathy for the mentee when I became a mentor myself.

Posted on

On UX Deliverables, Hardware and Being a UX Designer and a Fine Artist

I answer questions about UX, Information Architecture and other topics on Quora. A selection of these answers will be reposted on Medium with occasional, minor editing for clarity. I answered the following questions in May.

What are the UX design deliverables?

Answered May 24

Early in the history is ASIST’s Information Architecture Summit, there was a Canadian company called Nform that created a deck of 26 cards with a different deliverable on each. Every attendee got a deck of 26 of the same cards and your job during the event was to find 25 people with the other cards to trade. They did it a couple years in a row, which means over 50 deliverables represented and counting.

There are so many UX deliverables, it would be difficult to list them all in a single post. Some deliverables are meant to be presented to clients and some are used internally and presented to teams to understand challenges, user segments and potential design treatments. As teams move toward agile, rather than waterfall design methods, clients are seeing fewer deliverables and more results.

Some of my favorite internal deliverables are user journey maps, user videos and good old wireframes.

  • User journey maps are great for identifying the motivations, touch points, and blocks. My latest favorite book on the subject is Donna Lichaw’s The User’s Journey: Storymapping Products That People Lovefrom Rosenfeld Media. Story maps can help you outline minute processes within an application, all the way up to the basic human need your product is addressing. It is so simple but very powerful.
  • I like user research videos because they tell so much more than a hundred lines of findings in a spreadsheet. The passion and frustration that real users show in video are priceless.
  • Wireframes are so old school, but essential for communicating design layout. Even pencil sketches are pretty amazing communication tools. There is a reason one of the most popular tools out there today is called Sketch.

Want to dive in more? Check out the Deliverables and Documentation articles on on Boxesandarrows.com.

What is the best hardware option for a UX designer?

Answered May 21

I get by with my trusty MacBook Air and an iPad mini with retina screen for most design, draw and present functions.

Since I have a home business, I don’t have access to a lot of fancy equipment for production and testing, but I don’t really need fancy. I have an iPhone, but also test on my husband’s Google phone and my kid’s Androids. There are many good drawing and presentation programs that work well on iPad for my purposes. But you may want the larger screen for drawing. My MacBook Air is portable, light and travels well. My husband uses a Dell laptop with a touch screen, which is good for presentations and analytics. He’s more of the spreadsheet person. It works great with InDesign, Microsoft and Adobe products. We use a lot of cloud applications, like OneNote, Dropbox, InVision, Google Docs, Slack, etc to communicate with our team, which is international, and these work on all our devices. If any of the newer MacBooks have a touch screen it’s a nice feature. We have a few older model Macs and PCs with old versions of browsers which we use, very occasionally, for testing.

As for specific design programs, Sketch is a popular for UX design, but right now I believe it only runs on a Mac. There are other good programs for drawing but if you want to learn Sketch, you need a Mac at least for now. I don’t know a lot about motion graphics and don’t do a lot of processing, but am pretty sure my MacBook wouldn’t have the power of computers with better game engines. Someone else may be able to speak to that. My daughter is happy with her Alienware laptop for 3D rendering and game modding, but that’s more than most UX people do. I have a friend who renders massive amounts of Geospatial data and video processing and uses an enormous Alienware machine and 40 pounds of additional equipment that he wheels around in a cart. You probably won’t need that….

Can you be UX designer and fine artist at the same time?

Answered May 12

Yes. I have a friend, Amy Bassin, who is a UX designer and also exhibits fine art photography at shows in New York City and has worked in documentary film as well. One of her photographs was exhibited in a “show” curated for the space shuttle Endeavour and kept the astronauts company for the mission. My husband, a former banker, also has exhibited at galleries in NYC.

One doesn’t need to limit their work to their day job. If making art moves you, make art.

Posted on

Portfolio: IDEF Registry

Client: OASIS/Identity Ecosystem Steering Group
Visit Website

My Role

I led user testing for the Identity Ecosystem Framework (IDEF) Registry as part of the National Strategy for Trusted Identity in Cyberspace (NSTIC), a White House initiative. The IDEF Registry, a digital identity standard assessment tool, launched its alpha version on June 6, 2016. Because development of the alpha version of the attestation form was ongoing, I was brought into an agile process with the goal to iterate improvements after the public launch. I worked directly with a contracted project manager, third party marketing and design companies, the Chair of the IDESG User Experience Committee and members of the IDEF Registry working group.

User Research

The goal of the user study was two-fold: first, to ensure that the assessment form was understandable to those users who wish to list their products and that it included sufficient and expected information needed to complete the form accurately, and second, to ensure that the registry listing itself was usable and understandable to users who are seeking identity solutions.

Test participants for the first goal included IDESG members and observers who provide identity services, including certification, authentication, authorization, registration and transaction intermediation, or who rely on identity services in their own internal systems and commercial products. We selected expert users because we expect that those who will be completing the attestation form have a high level of understanding of the privacy, security, interoperability and usability of their own products.

Tests included needs assessment interviews of 12 prospective users, followed by additional user tests of seven users. For the needs assessment, I interviewed 12 prospective study participants about their needs for identity standards assessment and how the current IDEF Registry assessment tool compares to similar industry and government standards. I wanted to understand if the IDEF tool addressed all of their concerns about privacy, security, interoperability and usability and to get a sense of whether the planned registry served their needs. General findings were presented in a Google slide presentation showing typical responses to eleven study questions, suggested improvements and the impact on the user expereince. These were discussed over two, 2- hour meetings of the IDEF Registry Working Group.

Usability Tests

After delivering my findings to the development team, I began to design usability tests. I employed an observational walkthrough of proposed and completed designs, an expert heuristics review, user surveys and follow-up interviews with seven registry users. I utilized card sorts, preference tests, cognitive walkthrough of wireframes and a live website, as well as observations and survey feedback of seven alpha site users as they completed the attestation form on the alpha website to develop recommendations for improvements.

I engaged four members of the User Experience Committee, all usability experts, to participate in a heuristic analysis using Neilsen-Norman Group’s 10 usability heuristics and Abby Covert’s IA Heuristics. These expert users primarily evaluated the assessment form, but also provided input on the usability of the registry listings themselves, as a proxy for typical registry listing users. Due to the early stage of development, the client did not wish to

Results

The results showed that while the IDEF was rigorous, the implementation of the assessment and registry listings needed improvement, particularly to address situations where more than one person or company department might need to be involved. There were a number of issues with the interface including layout and data visualizations that could use improvement. Since Usability was a major component of the assessment, I also developed a set of user experience guidelines and metrics for service providers to use in evaluating usability requirements of the attestation. These will be incorporated into the Usability section of the assessment guidance documents.

UPDATE (5/22/2017): As of late Spring 2017, nine companies have completed assessments. The website remains in alpha with my recommendations set for implementation when the next round of grant funding is approved. Should I be reengaged, the next studies will include user tests of participants seeking identity services.

UPDATE (6/15/2019): The Registry is currently 65% complete and has transferred to the Kantara Initiative’s Education Foundation as of December 2018. I am continuing to serve on an agile advisory team and am working on use cases for health care. I presented the registry and participated in roundtable discussions at the 2019 Health Information Summit in Washington, DC on June 4, 2019.

Note: I signed a Non-Disclosure Agreement and am unable to share any images aside from those made public at idecosystem.org and idefregistry.org. Detailed information about the project, the assessment and the User Experience Committee is available on the public IDESG Wiki. Some of the documents including a draft rewrite of the Usability Guidelines and Metrics have been made public at: https://wiki.idesg.org/wiki/index.php?title=Talk%3AUser_Experience_Guidelines_Metrics

Announcement:
The IDEF Registry: an open invite to commit to trusted digital identity solutions

Resources:
Identity Ecosystem Steering Group (IDESG)
IDEF Registry
Identity Ecosystem Framework – Baseline Functional Requirements

Announcement:
The IDEF Registry: an open invite to commit to trusted digital identity solutions

Resources:
Identity Ecosystem Steering Group (IDESG)
IDEF Registry
Identity Ecosystem Framework – Baseline Functional Requirements

Posted on

What to Ask? Contract to Permanent Salary

So you’ve been offered a job at a company where you are doing contract work. That’s great news! You’ve shown them your value and they trust you and want you on the team permanently. But you may be thinking, “Am I at a disadvantage in negotiating a salary? The client already knows what they are paying me and the full time position may entail additional or different responsibilities. How do I convert my contract rate to a fair, permanent salary?”

I imagine this question will come up for a lot of freelancers like me particularly in the United States as the uncertainty in the private health insurance market forces us to consider moving to a full time job with an employer provided plan. A Facebook inquiry from Louis Rosenfeld of Rosenfeld Media prompted an interesting discussion of the relationship between contract fees and full time salary.

Rate negotiations are always delicate conversations. As a freelancer, I have a standard rate chart with adjustments for my role (UX of one or part of a team), length of contract (fees go up the shorter the term) and whether I expect to develop new skills or increase my network (fees may go down). My fee schedule isn’t public. It’s a set of starting points that make sense to me based on what I’m offering to do.

But the talking points get trickier when you are negotiating a full time salary with a company where you already have a contract. Many people use a simple fraction to convert an hourly rate to an annual salary, with reasonable justification for the conversion, and expand that to a range that takes into consideration various perks and responsibilities at the new job. But in this case, your client already knows what they pay you and may or may not utilize a similar conversion. The goal is to find a range of numbers in which both you and your client are comfortable and negotiate from there.

Start with a Rule of Thumb

Here are some rules of thumb suggested by friends of Lou, starting with an average $100/ hour rate, as reported in the IA Institute’s 2015 salary survey:

  • Multiply your hourly rate by $1,000, e.g. $100/hour = $100,000/year
  • Multiply your hourly rate by 2/3 then multiply by 1000, e.g. $100/hour x ⅔ = $67; $67 x 1000 = $67,000
  • Multiply your hourly rate by 50-60% then multiply by 1000, e.g.
    • $100/hour x .5 = $50,000
    • $100/hour x .6 = $60,000

The above calculations give you a range of $50,000 to $100,000 for a contract rate of $100/hour. This is a rather broad range, but will give you a sense of where your client might think you should fall. You don’t want to be too alarmed when they offer you the lower number, but the higher number may not be in the company’s budget. There is clearly a lot of room for negotiation.

Then Make Some Adjustments

What is the total cost of your freelance business now, not just in expenses but also in risk? Some freelancers charge a premium rate for short term contracts or for speculative work to offset the risk of missing out on a steady opportunity or the risk that a project may not go through to completion. If you joined a relatively risky project your contract rate may be on the high end of what a more established company would be willing to pay.

Is your contract full time? If so, it is possible that your rate is somewhat lower than if you were called in for a shorter term, or faster turnaround. If you are not typically 100% billable, and include this in your current hourly rate, you may wish to make an adjustment to reflect the fact that you will be 100% employed in a full time job. (As a contractor, you may or may not already be putting in 40 hour weeks).

Andrew Boyd in Singapore suggests that in a big company, the salary offer would likely be a “market rate,” based on their standard “role banding” matrix, which is then adjusted to facilitate a conversion. These role bands are likely rather fixed at an established organization. There may be some wiggle room in a startup or a new or restructuring practice. For example, there was a time in my previous life when my department was restructuring its salary matrix after a corporate reorganization. When they released the new matrix I realized that, unless I was promoted, I would be ineligible for a raise because someone in Houston in the level above me negotiated a terrible starting salary, which they decided to use as a base for that level. There were no positions available to promote me to so I could have been stuck there for years, if I hadn’t brought it up with senior management. If a salary matrix confines what the client can offer, a tactic could be to negotiate for the next higher level position, if agreeable and you can draw out a plan for what you add to the team at that level.

Don’t be surprised if your client has already considered a potential conversion to full time salary when they negotiated your hourly contract rate. Depending on where they work in the company, they may also have no clue what the full-package value of their offer is. Again, this is tricky, but it could be helpful at that point to have a conversation with someone in the HR office, something that may be easier to request if you are already working for a company than if you were applying as an outside candidate.

Equity and Other Perks

Another thing to consider is whether your rate includes adjustments for health insurance, training, conferences, office space and other administrative expenses that you have as a freelancer that normally would be provided by an employer. I was able to justify taking many lower rate nonprofit clients for years while I was on my husband’s employer-provided medical plan, because medical insurance wasn’t an issue and my administrative costs were low. I increased rates significantly (and alas took on fewer nonprofit clients) when he started consulting from home, because our overhead increased significantly.

Health insurance may not be an issue where you are. Because health care is nationalized in the United Kingdom, the above calculations will also be different. Our friends Ian Fenn and Elizabeth Buie offered a calculation for UK rates: 50%. That means a rate of £100/hour would be £50,000 per year.

A good reminder from Kaleem Khan is to consider whether the benefits being offered are in fact ones you will use. “It depends if you’re talking about cash/base salary or the entire package,” he said. “One needs to look at both frames of reference. A lower salary can be justified if one will maximize benefits but you’ll leave money on the table if a package has benefits that will not be used.”

Below are additional questions to ask, any of which may be factors in your negotiation:

  • Are you a direct 1099 contract or did an agency place you? If an agency placed you there may be an additional fee the client is paying (something like 15-25% of the total hourly cost of hiring you) that may or may not be on the table when negotiating a full time salary.
  • Will you get an equity share or other profit sharing package? If so, is there an employer match? When do contributions vest?
  • Is life/disability/medical insurance included? Some companies, particular smaller startups, are not required to offer these benefits. (Companies that employ under 50 employees in the US are not required to provide health insurance).
  • How many days off can you take? Some employers are generous with vacation and personal time off. Others, not so much.
  • What other benefits are offered to full time employees? Gym memberships, marketplace discounts, financial advisory services, meals and other perks may also be included.
  • Is there a probationary period? Benefits may become more attractive the longer you stay with a company.
  • How often are employees evaluated? Frequent evaluations could mean frequent opportunities for pay increases or promotion.

I hope this has been helpful in figuring out what a reasonable salary might be for contract staff. And congratulations on your offer!