The UX Book

Agile UX Design for a Quality User Experience

3rd Edition - March 24, 2025
Imprint: Morgan Kaufmann
Authors: Rex Hartson, Pardha S. Pyla
Language: English
Paperback ISBN:
9 7 8 - 0 - 4 4 3 - 1 3 4 4 3 - 2
eBook ISBN:
9 7 8 - 0 - 4 4 3 - 1 3 4 4 4 - 9

The UX Book: Agile Design for a Quality User Experience, Third Edition, takes a practical, applied, hands-on approach to UX design based on the application of established a… Read more

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The UX Book: Agile Design for a Quality User Experience, Third Edition, takes a practical, applied, hands-on approach to UX design based on the application of established and emerging best practices, principles, and proven methods to ensure a quality user experience. The approach is about practice, drawing on the creative concepts of design exploration and visioning to make designs that appeal to the emotions of users, while moving toward processes that are lightweight, rapid, and agile—to make things as good as resources permit and to value time and other resources in the process.

Designed as a textbook for aspiring students and a how-to handbook and field guide for UX professionals, the book is accompanied by in-class exercises and team projects.

The approach is practical rather than formal or theoretical. The primary goal is to imbue an understanding of what a good user experience is and how to achieve it. To better serve this, processes, methods, and techniques are introduced early to establish process-related concepts as context for discussion in later chapters.

Title of Book
Cover image
Title page
Table of Contents
Copyright
Dedication
Preface
UX means user experience
Goals for this book
Usability is still important, but user experience goes beyond
A practical approach
Practical UX methods
From an engineering orientation to a design orientation
Audiences
What’s changed since the second edition?
Readability
Content
A more relaxed approach to grammar and writing style
What we don’t cover
About the exercises
Instructor’s Guide
Team projects
About the authors
Acknowledgments
Part 1. Introduction
Introduction
Chapter 1. What Are UX and UX Design?
1.1 UX Is Short for User Experience
1.2 The Accelerating Trend of Pervasive Computing
1.2.1 Evolution of Computing and Interaction
1.2.2 The Expanding Concept of Interaction
1.2.3 UX Across the User’s Ecology
1.2.4 Activity-Based Interaction
1.3 Enter UX
1.3.1 A User Experience Is Felt by the User
1.3.2 Can a User Experience Be Designed?
1.4 Components of a User Experience
1.4.1 Usability
1.4.2 Usefulness
1.4.3 Emotional Impact
1.4.4 Meaningfulness
1.5 Evolving importance of UX
1.5.1 The Desire for Usability
1.5.2 The Rise of Usability Engineering
1.5.3 The Rise of UX
1.5.4 Importance of Good UX Design and Costs of Bad UX Design
1.6 Service experience
1.7 Why Should We Care? The Business Case for UX
1.7.1 Is the Fuss Over UX Real?
1.7.2 Cost Justification
1.8 History Related to HCI and UX
1.8.1 Early Influence of Industrial, Human-Factors Engineering, and Ergonomics
1.8.2 Human Factors, Psychology, and Cognitive Science Meet HCI
1.8.3 Computer Science: Hardware and Software Foundations of HCI
1.8.4 Interactive Graphics, Devices, and Interaction Techniques
1.9 Segue
Chapter 2. The Wheel: UX Processes, Lifecycles, Methods, and Techniques
2.1 Introduction
2.1.1 This Is Not About Software
2.1.2 The Need for Process
2.1.3 What Do You Get by Having a Process?
2.1.4 A Hierarchy of Terms
2.2 The Wheel: A Model of the UX Design Process
2.2.1 UX Design Lifecycle Process
2.2.2 The Wheel as a UX Design Lifecycle Template
2.2.3 UX Design Lifecycle Activities
2.2.4 Lifecycle Sub-Activities
2.2.5 UX Design Methods
2.2.6 UX Design Techniques
2.2.6.1 UX techniques are also life skills
2.3 The UX Technique Toolbox
2.3.1 Techniques for Research and Exploration
2.3.1.1 Observation
2.3.1.2 Note taking
2.3.1.3 Sketching
2.3.2 Techniques for Organizing Data and Ideas
2.3.2.1 Hierarchical lists
2.3.2.2 Card sorting
2.3.2.3 Concept/mind mapping
2.3.2.4 Affinity diagramming
2.3.3 Techniques for Understanding and Sense Making
2.3.3.1 Immersion
2.3.3.2 Abstraction
2.3.3.3 Reasoning and deduction
2.3.3.4 Framing and reframing
2.3.3.5 Synthesis
2.3.3.6 Modeling
2.3.4 Techniques for Generating, Envisioning, and Refining
2.3.4.1 Brainstorming
2.3.4.2 Prototyping for envisioning
2.3.5 Techniques for Communicating
2.3.5.1 Storytelling
2.3.5.2 Externalizing insights
2.4 Choosing UX Processes, Methods, and Techniques
2.4.1 UX Techniques Are Used in Combination
2.4.2 The UX Lifecycle Process Choice
2.4.3 Appropriating Methods and Techniques
2.4.3.1 Design situations: Dependencies that govern lifecycle activity, method, and technique choices
2.4.3.2 Choosing methods and techniques
2.4.3.3 Early method and technique choices constrain later ones
2.4.3.4 Mapping project parameters to lifecycle activity, method, and technique choices
2.5 Segue
Chapter 3. Design Situations: Understanding Rigor, Scope, Complexity, and the Nature of Systems
3.1 Introduction
3.2 Rigor in a UX Method or Process
3.2.1 Complexity Influences the Need for Rigor
3.2.1.1 The system complexity space
3.2.1.2 Interaction complexity
3.2.1.3 Domain complexity
3.2.1.4 The system complexity space quadrants
3.2.2 Domain Familiarity Influences the Need for Rigor
3.2.3 Risk Aversion Influences the Need for Rigor
3.2.3.1 The risk due to data loss
3.2.3.2 Risks associated with legal, safety, and compliance constraints
3.2.4 The Stage of Development Within Your Project Influences the Need for Rigor
3.2.5 Project Resources Influence the Ability to Provide Rigor
3.2.6 UX Team Experience as Influence on the Need for Rigor
3.3 Being Rapid in Lifecycle Activities, Methods, and Techniques
3.3.1 Not Every Project Needs Rigorous UX Methods
3.3.2 Over Time Our Need for Rigor in UX Design Has Diminished
3.3.3 Rapid Methods Are a Natural Result
3.3.4 Rapidness Principle: Work as Rapidly as You Can
3.4 Scope of Delivery
3.4.1 Example: Large and Small Scope in Building a House
3.5 Consumer Products Vs. Enterprise Systems
3.5.1 Consumer Products
3.5.2 Enterprise System
3.6 Segue
Chapter 4. Managing Change With the Funnel Model of Agile UX
4.1 The Challenges of Managing Change in Designing and Building Systems
4.1.1 Change Happens During a Project
4.1.2 Almost Everything May Change During an Iteration of the Lifecycle Process
4.1.3 Getting Timely Feedback Is the Key to Understanding Change
4.2 The Waterfall Model of Software System Development
4.3 Embracing an Agile SE Lifecycle Process
4.3.1 Summary Comparison: Bookends on the Lifecycle Process Spectrum
4.3.2 Chunking to Reduce Scope and Elicit Quick Feedback
4.3.3 On the UX Side, There Has Always Been a Measure of Agility Without Chunking
4.3.4 Software Engineering Is Without the Luxury of Making User-Facing Prototypes
4.3.5 SE Had No Interest in Users Anyway
4.3.6 Why Does UX Follow SE in Becoming Agile?
4.4 The Funnel Model of Agile UX
4.4.1 Why Was a New Model Needed?
4.4.2 Introducing the Funnel Model of Agile UX
4.4.3 Late-Funnel Activities
4.4.4 Early-Funnel Activities
4.5 Segue
Chapter 5. Prelude to the Process Chapters
5.1 Intertwining of Processes, Methods, and Techniques
5.1.1 Examples of Intertwining
5.1.2 Lifecycle Activity Timing
5.2 A Dedicated UX Design Studio, An Essential Tool for Teamwork
5.2.1 Why You Need a UX Design Studio
5.2.2 What You Need in Your UX Design Studio
5.2.3 The Virginia Tech Industrial Design Studio: The Kiva
5.3 The Project Commission: How Does a Project Begin?
5.4 Key Roles
5.4.1 UX Researcher
5.4.2 UX Designer
5.4.3 Graphic or Visual Designer
5.4.4 UX Analyst or Evaluator
5.4.5 Product Owner or Manager, a Cross-Functional Role
5.4.6 Software Engineer, a Cross-Functional Role
5.4.7 Project or Program Manager, a Cross-Functional Role
5.5 Introducing a Running Example
5.5.1 The Existing System: Middleburg University Ticket Transaction Service
5.5.2 The Proposed New System: The Ticket Kiosk System
5.5.3 Rationale for Kiosks
5.6 The Product/System Concept Statement
Example: A Product Concept Statement for the Ticket Kiosk System
5.6.1 Introduction to Process-Related Exercises
5.6.1.1 How to approach these exercises
5.6.1.2 Choosing a product or system for these exercises
5.7 Segue: Welcome to the Process Chapters
Part 2. Understand Needs: Ux Research Analysis and Synthesis
Introduction
Chapter 6. UX Research Data Gathering
6.1 Introduction
6.1.1 You Are Here
6.1.2 Are We Studying an Existing Product/System/Work Practice or a New (Envisioned) One?
6.1.3 About User Research
6.2 Terminology Related to Usage of Products and Systems
6.2.1 The Quest for Broader Terminology
6.2.2 Work
6.2.3 Work Activity
6.2.4 Work Practice
6.2.5 Work Domain
6.2.6 Work Role
6.3 Work Practices Within a Work Domain
6.4 Gathering Data for Understanding Work Domains and Practices
6.5 The Nature of UX Research Data Gathering
6.6 Before the Visit: Prepare for Data Gathering
6.6.1 Decide on Your Data Sources
6.6.2 Choose Visit Parameters
6.6.3 Data Gathering Goals Based on Scope
6.6.4 Organize Your Data Gathering Team
6.6.5 Recruit User Participants
6.6.6 Prepare Your Initial Questions
6.7 During the Visit: Collect User Data
6.7.1 Set the Stage Immediately
6.7.2 Observing Versus Interviewing: What They Do Versus What They Say
6.7.3 Shadowing and the User Journey
6.7.4 Hints for Successful Data Gathering
6.7.5 Specific Things to Look For
6.7.6 General Things to Look For
6.7.7 Capture the UX Research Data
6.7.8 Write Effective Raw Data Notes
6.7.9 Efficiency in UX Research Data Gathering
6.8 Roots of User Research
6.8.1 Roots in Activity Theory
6.8.2 Roots in Ethnography
6.8.3 Getting Contextual Studies Into HCI
6.9 Segue
Chapter 7. UX Research Data Analysis
7.1 Introduction
7.1.1 You Are Here
7.1.2 Goal of UX Research Analysis
7.1.3 Preview of the Process
7.2 Distill the Essence of Your UX Research Data by Composing Work Activity Notes
7.2.1 Make Each Work Activity Note Elemental
7.2.1.1 Why elemental?
7.2.2 Clarify Each Work Activity Note
7.2.3 Make Each Work Activity Note Concise
7.2.4 Make Each Work Activity Note Complete
7.2.5 Make Each Work Activity Note Modular
7.3 Synthesize UX Research Data for Insight and Understanding
7.3.1 Synthesis Begins to Play a Role in UX Research
7.3.2 UX Research Data Present Multiple Overlapping Perspectives
7.3.3 UX Research Data Are Incomplete
7.3.4 Modeling Supports Completeness
7.3.5 Combine Synthesis in Parallel With Work Activity Note Distillation
7.3.6 Synthesize Elemental Parts of Work Activity Notes
7.3.7 Choose Synthesis Sites
7.3.8 Be Selective in Choosing Models
7.4 Organize UX Research Data
7.5 Construct a Work Activity Affinity Diagram to Organize UX Research
7.5.1 Affinity Diagrams
7.5.2 Compartmentalize the WAAD, Separating It by User Work Roles
7.5.3 Growing the WAAD—A Bottom-Up Process
7.5.4 Labels for Groups of Notes
7.5.5 Splitting Large Groups
7.5.6 Continue Organizing Groups Into a Hierarchy
7.5.7 Use Technology to Support WAAD Building
7.5.8 Lead a Walkthrough of the WAAD to Get Feedback
7.6 Segue
Chapter 8. UX Research Data Modeling I: User, Flow, Artifact, Physical, and Information Models
8.1 Introduction
8.1.1 You Are Here
8.1.2 What Are UX Research Data Models, and How Are They Used?
8.1.3 Building Data Models Through Synthesis
8.1.4 Kinds of Data Models
8.1.5 Modeling Can Pervade the UX Research Process
8.2 User Work Role Model
8.2.1 What Is a User Work Role?
8.2.2 Work Roles Transcend Job Duties
8.2.3 Sub-Roles
8.2.4 Mediated Work Roles
8.2.5 User Class Definitions
8.2.5.1 Knowledge and skill characteristics
8.2.5.2 Physiologic characteristics
8.2.6 Post the Work Role Modeling Results
8.3 User Personas
8.3.1 Why Personas?
8.3.2 UX Research Data for Personas
8.3.3 A Preview of How to Create Personas
8.4 The Flow Model
8.4.1 What Is a Flow Model?
8.4.2 Central Importance of the Flow Model
8.4.3 How to Make a Flow Model
8.4.4 The Customer Journey Map, a Kind of Flow Model
8.5 Artifact Model
8.5.1 What Does an Artifact Model Contain?
8.5.2 Constructing the Artifact Model
8.6 Physical Work Environment Model
8.6.1 Include Environmental Factors, When Appropriate
8.7 Information Architecture Model
8.8 Segue
Chapter 9. UX Research Data Modeling II: Task, Social, and Hybrid Models
9.1 Introduction
9.1.1 You Are Here
9.1.2 Starting Point
9.2 Task Structure Models—Hierarchical Task Inventory
9.2.1 Tasks Versus Functions
9.2.2 Create an HTI Model
9.2.3 Hierarchical relationships
9.2.4 Avoid temporal implications
9.2.5 HTI can often be decomposed by user work role
9.3 Task Sequence Models
9.3.1 Scenarios as a Simple Task Sequence Model
9.3.2 Step-by-Step Task Sequence Models
9.3.2.1 Task and step goals
9.3.2.2 Task triggers
9.3.2.3 Task barriers
9.3.2.4 Information and Other Needs in Tasks
9.3.2.5 Begin With a Linear List of Basic Steps
9.3.3 Beyond Linear Task Sequence Models
9.3.4 Essential Use Case Task Sequence Models
9.3.4.1 Naming Essential Use Cases
9.3.4.2 An Essential Use Case Is Abstract
9.3.5 User Workflow Diagrams: The Next Step in Representing Task Sequencing and Navigation
9.4 The Social Model
9.4.1 Simplified Approach to the Social Model
9.4.2 Identify Active Entities
9.4.3 Identify Types of Issues, Pressures, Worries, and Concerns
9.5 Hybrid Models
9.6 Trade-offs Between the Work Activity Affinity Diagram and the Models
9.7 Efficient Data Handling for Professional UX Practitioners
9.8 Wrap-up
9.8.1 Barrier Summaries Across All Models
9.8.2 Post Data Models in Your UX Design Studio
9.9 Segue
Chapter 10. User Stories and UX Design Requirements
10.1 Introduction
10.1.1 You Are Here
10.1.2 The Difficult Reality of User Stories and Requirements
10.1.3 Completeness in Requirements Is Not Feasible
10.1.4 Getting From Models and the Work Activity Affinity Diagrams to User Stories and Requirements
10.2 User Stories
10.2.1 What Is a User Story?
10.2.1.1 Stories exclusively from users cannot produce complete requirements
10.2.1.2 Clean up and augment user stories
10.2.2 Writing User Stories
10.2.2.1 Approximate format for a user story
10.2.3 Extrapolation of Requirements in User Stories to Generalize UX Research Data
10.2.4 The User Story Structure: Organizing Sets of User Stories for Use in UX Design
10.3 UX Design Requirements
10.3.1 Requirements as Design Goals, Not Constraints
10.3.2 Look at the WAAD and Other UX Research Data Models to Get Started With Requirements
10.3.3 The Requirement Statement
10.3.4 Organizing Requirements Statements
10.4 Take User Stories and Requirements Back to Customers and Users for Validation
10.5 Review Progress Toward Synthesizing and Understanding “the Elephant” That Is UX Design Needs
10.6 Segue
Part 3. UX Design
Introduction
Chapter 11. The Nature of UX Design
11.1 Introduction
11.1.1 You Are Here
11.1.2 What Is Design?
11.1.2.1 Two ways the word design is used
11.1.2.2 Design as a verb
11.1.2.3 Design as a noun
11.1.3 Design Synthesis: Moving Across the Gap From Analysis to Design
11.1.4 Universality of Design and Relationship to Other Fields
11.1.5 Design Thinking
11.1.6 Relationship to Design in Architecture
11.1.7 The Interdisciplinary Nature of Design
11.1.8 Ambiguity in the Scope
11.2 The Purpose of Design: Satisfying Human Needs
11.2.1 A Pyramid of Human Needs
11.3 Stages of Design
11.4 Iteration in the Stages of Design
11.4.1 Deciding on the Design Goal
11.4.2 Generative Design Iteration
11.4.3 Conceptual Design Iteration
11.4.4 Intermediate Design Iteration
11.4.5 Detailed Design Iteration
11.4.6 Software Engineering Implementation
11.4.7 UX Fidelity Verification Phase
11.5 Design Lifecycle for the Agile UX Funnel
11.6 Segue
Chapter 12. Bottom-Up Versus Top-Down Design
12.1 Introduction
12.1.1 You Are Here
12.2 Bottom-Up Design: Designing for Existing Work Practice
12.2.1 Human-Centered Design or User-Centered Design: Common Names for Bottom-Up Design
12.2.2 Designing for Existing Work Practice Is Practical
12.2.3 The Role of Biases and Constraints
12.2.3.1 Bias and inertia from existing usage and user preferences
12.2.3.2 Bias and inertia from market success
12.2.3.3 Effects from advances in technology
12.2.4 Bottom-Up Design Is Not Intended to Lead to Innovative Possibilities
12.3 Looking Ahead to Top-Down Design
12.3.1 Work
12.3.2 Work Role
12.3.3 Work Activity
12.3.4 Work Practice
12.3.5 Work Domain
12.3.6 Abstract Work Activity
12.3.7 Abstract Work Activities Illuminate Possible New Design Targets
12.4 Top-Down Design: Designing for Abstract Work Activities
12.4.1 Consider the Example of Voting in a Democracy
12.4.1.1 The bottom-up approach
12.4.1.2 The top-down approach
12.4.1.3 Abstraction redirects designer thinking
12.4.2 Characteristics of Top-Down Design
12.4.3 Top-Down Design Is Not Always Practical
12.4.4 Extreme Top-Down Design Is the Path to Disruptive Design
12.5 Segue
Chapter 13. Generative Design: Ideation, Sketching, and Critiquing
13.1 Introduction
13.1.1 You Are Here
13.1.2 Preparing for Generative Design: Immersion
13.1.3 The Role of Synthesis
13.1.4 Overview of Generative Design: Intertwining of Ideation, Sketching, and Critiquing
13.2 Ideas: The Building Blocks of Design
13.3 Ideation
13.3.1 Creativity in Ideation
13.3.2 Ideation Informers, Catalysts, and Techniques
13.3.3 Ideation Informers
13.3.3.1 User work roles
13.3.3.2 Personas
13.3.3.3 Flow models and physical models
13.3.3.4 Task structure and sequence models
13.3.3.5 Artifact model
13.3.3.6 Information architecture model
13.3.3.7 Emotional impact in your design
13.3.3.8 Social models
13.3.3.9 Requirements
13.3.4 Ideation Catalysts
13.3.4.1 The eureka moment
13.3.5 Ideation Techniques
13.3.5.1 Framing and reframing
13.3.5.2 Abstraction: Getting back to the basics
13.3.5.3 Magic wand: Asking “what if?”
13.3.5.4 Participatory design
13.3.5.5 Incubation
13.3.5.6 Design patterns and experience
13.3.5.7 Traverse the different dimensions of the problem space
13.3.5.8 Seek opportunities for embodied and tangible interaction
13.3.6 Doing Ideation
13.4 Sketching
13.4.1 Characteristics of Sketching
13.4.1.1 Sketching is essential to ideation and design
13.4.1.2 Sketching is a conversation about user experience
13.4.1.3 Sketching is embodied cognition to aid invention
13.4.2 Doing Sketching
13.4.2.1 Stock up on sketching and mockup supplies
13.4.2.2 Use the language of sketching
13.4.3 Physical Mockups as Embodied Sketches
13.5 Critiquing
13.5.1 Include Users in the Critiquing Activity
13.6 Rules of Engagement for Ideation, Sketching, and Critiquing
13.6.1 Behave Yourself
13.6.2 Be Aware of Which Mode You Are In
13.6.3 Iterate to Explore
13.7 Related History
13.7.1 History Related to Participatory Design
13.7.2 History Related to Embodied and Tangible Interaction
13.8 Segue
Chapter 14. Mental Models and Conceptual Design
14.1 Introduction
14.1.1 You Are Here
14.1.2 Mental Models
14.2 How a Conceptual Design Works as a Connection of Mental Models
14.2.1 The Ideal Mental Model
14.2.2 The Designer’s Mental Model
14.2.3 The User’s Mental Model
14.2.4 The Conceptual Design as Mapping Between Mental Models
14.2.5 The Nature of the Mental Models and Conceptual Design
14.2.6 Creating the Conceptual Design: A Design Challenge
14.3 UX Design Starts with Conceptual Design
14.3.1 Need for a Conceptual Design Component at Every Level in the User Needs Pyramid
14.3.2 Conceptual Design for Work Practice Ecology: Describing Full Usage Context
14.3.3 Conceptual Design for Interaction: Describing How Users Will Operate It
14.3.4 Conceptual Design in the Emotional Perspective: Describing Intended Emotional Impact
14.3.5 Leveraging Design Patterns in Conceptual Design
14.3.6 Leveraging Metaphors to Carry Meaning in Conceptual Design
14.3.6.1 Metaphors can cause confusion if not used properly
14.4 Segue
Chapter 15. Designing for Ecological Needs and Pervasive Information Architecture
15.1 Introduction
15.1.1 You Are Here
15.2 Designing for Ecological Needs
15.2.1 Ecological Design: Foundational Layer of the Needs Pyramid
15.2.2 Designing the Ecology Is About Usage Context
15.2.3 Information Architecture
15.2.3.1 Information architecture is design
15.2.3.2 Pervasive information architecture
15.2.4 Ecological Design Spans Interaction Channels
15.2.5 For the User, the Entire Ecology Is a Single Service
15.3 Storyboards
15.3.1 What Is a Storyboard?
15.3.2 Storyboards Can Cover All Layers of the Pyramid
15.3.3 Storyboards Help Deflect Focus From Technology to Interaction
15.3.4 Importance of Between-Frame Transitions
15.3.5 Storyboards for the Ecological Perspective
15.4 Creating An Ecological Design
15.4.1 Representing Ecological Design
15.4.2 Identify Sub-systems by Related Work Roles
15.4.3 Proceed With Generative Design
15.4.4 Establish a Conceptual Design for the Ecology
15.4.5 The Issue of Self-Sufficiency
15.5 Designing An Ecology to Influence User Behavior
15.6 An Ecology for A Smart Shopping Application
15.6.1 High-Level Issues
15.6.2 Key Parts of the Design
15.6.3 How It Works
15.6.3.1 Finding things in the store
15.6.3.2 Impulse buying
15.7 Segue
Chapter 16. Designing Interaction
16.1 Introduction
16.1.1 You Are Here
16.2 Designing for Interaction Needs
16.2.1 Designing for Interaction Needs Is About Supporting User Tasks
16.2.2 Different Device Types in the Ecology Require Different Interaction Designs
16.3 Creating An Interaction Design
16.3.1 First Identify All Devices and Their Roles in the Ecology
16.3.2 Proceed With Generative Design
16.3.3 Establish a Good Conceptual Design for the Interaction
16.3.4 Leverage Interaction Design Patterns
16.3.5 Establish the Information Architecture for Each Device
16.3.6 Envision Interaction Flows Across Different Devices in the Ecology
16.4 Example of Storyboard for The Interaction Perspective
16.5 Examples of User Stories for The Interaction Perspective
16.6 Wireframes
16.6.1 What Are Wireframes?
16.6.2 The Path to Wireframes
16.6.3 Wireframe Design Elements
16.7 Intermediate Interaction Design
16.7.1 Introducing a National Park Website Example
16.7.1.1 Example: National park reservation website user stories
16.7.1.2 Example: A persona for Annie, a user of a national park campground reservation website
16.7.1.3 Example: A design scenario for a national park campground reservation system
16.7.1.4 Feedback from client and users
16.7.1.5 Increasing presentation fidelity to visualize the final product experience
16.8 Interaction Design Production
16.9 Adopt and Maintain A Design System
16.9.1 What Is a Design System?
16.9.2 Why Use a Design System?
16.9.3 What To Put in a Design System?
16.10 Segue
Chapter 17. Designing for Emotional Impact
17.1 Introduction
17.1.1 You Are Here
17.1.2 Designing for Emotional Impact Is Often Neglected but Can Be a Market Differentiator
17.2 Emotional Needs
17.2.1 Sometimes Users Crave Distinctiveness
17.3 Designing for Emotional Impact to Satisfy Emotional Needs
17.4 Conceptual Design for Emotional Aspects
17.4.1 Metaphors
17.4.2 Mood Boards: Creating a Conceptual Design for Emotional Aspects
17.5 Intermediate Design for Emotional Impact
17.5.1 Define the Visual Language and Vocabulary
17.5.2 Define the Motion Styles and Physics of Interaction for Each Design
17.5.3 Define the tone of the language to be used in the design
17.5.4 Define the Audio Characteristics To Be Used in the Design
17.5.5 Leverage Social and Psychological Aspects in the Design
17.6 Emotional Impact Design Production
17.7 Segue
Part 4. Prototype Candidate Designs
Introduction
Chapter 18. Prototyping
18.1 Introduction
18.1.1 You Are Here
18.1.2 Prototyping Intertwines With Other UX Activities
18.1.3 A Dilemma and a Solution
18.1.4 Advantages of Prototyping
18.1.5 Universality of Prototyping
18.2 Depth and Breadth of A Prototype
18.2.1 Horizontal Prototypes
18.2.2 Vertical Prototypes
18.2.3 T Prototypes
18.2.4 Local Prototypes
18.2.5 Examples of Kinds of Prototypes
18.2.5.1 Example of horizontal prototype
18.2.5.2 Example of vertical prototype
18.2.5.3 Example of T prototype
18.2.5.4 Example of local prototype
18.3 Wireframe Prototypes
18.3.1 Draw on Everything You Have Created for the Prototype Design
18.3.2 Represent Flow and Navigation
18.3.3 Create a Wireframe for Each State
18.3.4 Iterate and Refine the Wireframe Prototype
18.3.5 Wireframe Decks
18.3.6 Use Your Design System as a Library of Interaction Object Templates in Your Sketching Tool
18.4 Fidelity of Prototypes
18.4.1 Dimensions of Prototype Fidelity
18.4.1.1 Fidelity of presentation
18.4.1.2 Fidelity of behavior
18.4.2 Low Fidelity Means Initial Cost Effectiveness
18.5 Build Up Prototypes in Increasing Levels of Fidelity
18.5.1 Very Low-Fidelity Wireframe Sketches to Support Design Idea Exploration in Generative Design
18.5.2 Wireframe Decks Begin to Demonstrate Flow
18.5.3 Increased Fidelity Wireframes for Subsequent Design Walk-throughs
18.5.3.1 Example of wireframe sketches for ordering ethernet service with enough fidelity for a design walkthrough
18.5.3.2 Work fast and efficiently
18.5.4 Medium-Fidelity Click-Through Wireframe Prototypes to Support Early Design Walk-throughs
18.5.5 Medium- to High-Fidelity Click-Through Prototypes to Support In-Depth UX Evaluation
18.5.5.1 Include decoy user interface objects
18.5.5.2 Make a “this feature not yet implemented” message
18.5.6 Medium- to High-Fidelity Prototypes Refined Through Evaluation and Iteration to Hand Off to Software Developers
18.5.6.1 The UX team is not yet finished
18.6 Specialized Prototypes
18.6.1 Physical Mockups for Physical Interactivity
18.6.2 Animated Prototypes
18.6.3 Experience Prototyping, the Goal of High-Fidelity Physical Prototyping
18.7 Software Tools for Making Wireframes
18.8 Scandinavian Origins of Prototyping
18.9 Segue
Part 5. UX Evaluation
Introduction
Chapter 19. Introduction to UX Evaluation: Concepts and Terminology
19.1 Introduction
19.1.1 You Are Here
19.1.2 User Testing? No!
19.2 Types of UX Evaluation Data
19.2.1 Quantitative vs. Qualitative Data
19.2.1.1 Quantitative data
19.2.1.2 Qualitative data
19.2.2 Objective vs. Subjective Data
19.2.2.1 Objective UX data
19.2.2.2 Subjective UX data
19.3 Types of UX Evaluation Methods by Goal: Formative Vs. Summative
19.3.1 Formative UX Evaluation
19.3.2 Summative UX Evaluation
19.4 Types of Summative Evaluation Methods By Process: INFORMAL VS. FORMAL
19.4.1 Informal Summative Evaluation
19.4.2 Formal Summative Evaluation
19.4.2.1 A/B testing in UX
19.4.2.2 CSAT studies to measure customer satisfaction
19.5 Types of Formative UX Evaluation Methods by Process: Empirical Vs. Analytic
19.5.1 Empirical Formative UX Evaluation
19.5.2 Analytic Formative Evaluation
19.5.3 Payoff and Intrinsic Methods
19.5.4 UX Evaluation Within the Pyramid of Human Needs
19.5.5 UX Evaluation Within the Ecological Level of the Pyramid of Needs
19.5.6 UX Evaluation Within the Interaction Level of the Pyramid of Needs
19.5.7 UX Evaluation Within the Emotional Level of the Pyramid of Needs
19.6 Adapt and Appropriate Methods
19.6.1 You Can Apply Any Given Evaluation Method Over a Range of Rigor
19.6.2 Adapt and Appropriate UX Evaluation Methods
19.7 Some Background
19.7.1 An Axe Analogy to Explain the Difference Between Empirical and Analytic Evaluation
19.7.2 Concerns About UX Evaluation Methods
19.7.2.1 Measurability of user experience parameters: A problem on the empirical quantitative side
19.7.2.2 Reliability of formative UX evaluation methods: A problem on the qualitative side
19.8 Segue
Chapter 20. UX Evaluation: Goals, Metrics, and Targets
20.1 Introduction
20.1.1 You Are Here
20.1.2 Project Context for UX Metrics and Targets
20.1.3 UX Target Tables
20.2 Work Role and User Classes
20.3 UX Goals
20.4 UX Measures
20.5 Measuring Instruments
20.5.1 Measuring Instruments: Benchmark Tasks
20.5.1.1 Selecting benchmark tasks
20.5.1.2 Crafting benchmark task descriptions
20.5.2 Measuring Instruments: User Satisfaction Questionnaires
20.6 UX Metrics
20.7 Baseline Level
20.8 Target Level
20.9 Observed Results
20.10 Segue
Chapter 21. Empirical UX Evaluation:: Preparation
21.1 Introduction
21.1.1 You Are Here
21.1.2 Plan for the UX Evaluation Session
21.2 Evaluation Scope and Rigor
21.2.1 Evaluation Scope
21.2.2 Evaluation Rigor
21.3 Goals for an Empirical UX Evaluation Session
21.4 Select Team Roles
21.4.1 Participation and Buy-in
21.4.2 Facilitator
21.4.3 Prototype Executor
21.4.4 Quantitative Data Collectors
21.4.5 Qualitative Data Collectors
21.5 Prepare an Effective Range of User Tasks and Appropriate Survey Instruments
21.5.1 Benchmark Task Descriptions
21.5.2 Other Kinds of Task Descriptions
21.6 Recruit Participants
21.6.1 Establish Budget and Schedule for Recruiting User Participants Upfront
21.6.2 Identify the Right Kinds of Participants
21.6.3 Determine the Right Number of Participants
21.6.4 Consider Recruiting Methods and Screening
21.6.5 Decide on Incentives and Remuneration
21.6.6 Recruit for Codiscovery Evaluation
21.6.7 Select Participants for Subsequent Iterations
21.7 Prepare for the Session
21.7.1 Lab and Equipment
21.7.2 Session Parameters
21.7.3 Informed Consent
Informed Consent for Participant of Development Project
21.7.4 Other Paperwork
21.7.4.1 Non-disclosure agreement
21.7.4.2 Questionnaires and surveys
21.7.5 Do Final Pilot Testing: Fix Your Wobbly Wheels
21.8 Segue
Chapter 22. Empirical UX Evaluation:: Data Collection
22.1 Introduction
22.1.1 You Are Here
22.1.2 Introduction to Empirical UX Evaluation Methods
22.1.2.1 What qualifies as an empirical method?
22.1.2.2 Our treatment of empirical UX evaluation
22.1.2.3 Ecological validity
22.2 Empirical Data Collection Methods: Quantitative
22.2.1 Objective Data Collection (Task Based)
22.2.1.1 Timing task performance
22.2.1.2 Counting user errors
22.2.1.3 A slip is not a user error
22.2.2 Subjective Data Collection (Questionnaires)
22.2.2.1 Questionnaire for User Interface Satisfaction
22.2.2.2 System Usability Scale
22.2.2.3 Other questionnaires
22.3 Empirical Data Collection Methods: Qualitative
22.3.1 Critical Incident Technique for Finding UX Problems
22.3.2 User Think-Aloud Data Collection Techniques
22.3.3 Co-discovery Think-Aloud Techniques
22.4 Empirical Data Collection Methods: Emotional Impact
22.4.1 Direct Observation
22.4.2 Use Think-Aloud Technique to Evaluate Emotional Impact
22.4.3 Questionnaires as a Self-Reporting Technique for Collecting Emotional Impact Data
22.4.4 AttrakDiff Questionnaire as a Verbal Self-Reporting Technique for Collecting Emotional Impact Data
22.5 Empirical Data Collection Methods: Meaningfulness
22.5.1 Meaningfulness Evaluation Requires Long-Term Studies
22.5.2 Importance of Self-Reporting
22.5.3 Diary-Based Self-Reporting by Users
22.6 Procedures for Empirical Data Collection Sessions
22.6.1 Preliminaries With Participants
22.6.1.1 Introduce yourself and explain the process and your expectations
22.6.2 Prepare Yourself for Evaluating With a Prototype
22.6.3 Data Collection Session
22.6.3.1 The session begins
22.6.3.2 The facilitator interacts with participants
22.6.3.3 The facilitator keeps the participants at ease
22.7 Rapid Empirical UX Evaluation Methods
22.7.1 Introduction to Rapid UX Evaluation Methods
22.7.2 Quasi-empirical UX Evaluation
22.7.3 Rapid Iterative Testing and Evaluation UX Evaluation Method
22.7.3.1 Introduction
22.7.3.2 How to do it: The RITE UX evaluation method
22.7.3.3 Variations in RITE data collection
22.8 Specialized UX Evaluation Methods
22.8.1 Post-deployment Field Testing: Alpha and Beta Testing and Field Surveys
22.8.2 Remote UX Evaluation
22.8.3 Automatic UX Evaluation
22.8.4 A/B Comparison Testing in UX
22.9 Segue
Chapter 23. Analytic UX Evaluation:: Data Collection
23.1 Introduction
23.1.1 You Are Here
23.1.2 Adding Analytic Methods to the Mix
23.1.3 Criticism of Analytic Methods: Discount Methods?
23.1.4 Focus Groups
23.2 The Reality of Analytic UX Evaluation Methods
23.3 Design Walk-Throughs
23.3.1 Parameters for Design Walk-throughs
23.3.1.1 Goals for design walk-throughs
23.3.1.2 Expected feedback
23.3.1.3 Artifacts involved in design walk-throughs
23.3.2 Prepare for a Design Walk-through
23.3.3 Conduct a Design Walk-through Session
23.3.3.1 The value of click-through prototypes
23.4 Expert UX Inspection
23.4.1 What Is UX Inspection?
23.4.2 Broad Range of UX Inspection Applicability
23.4.3 What Kind of Expertise Is Used?
23.4.4 How Many Inspectors or Inspections Are Needed?
23.5 Heuristic Evaluation, A UX Inspection Method
23.5.1 Introduction
23.5.2 The Heuristics
23.5.3 The Procedure
23.5.4 Documenting UX Problems
23.5.5 Variations Abound
23.5.6 Limitations
23.6 Our Practical Approach to UX Inspection
23.6.1 Let Insight and Experience Be Your Guide
23.6.2 Use a Co-discovery Approach
23.6.3 Explore Systematically With a Rich and Comprehensive Usage-Oriented View
23.6.4 Inspection Can Be Driven by Tasks and by the Design Itself
23.7 Emotional Impact Inspection
23.8 Segue
Chapter 24. UX Evaluation:: Data Analysis
24.1 Introduction
24.1.1 You Are Here
24.2 Analyze Quantitative Data
24.2.1 Use Simple Descriptive Statistics
24.2.2 Treat Subjective Quantitative Questionnaire Data as Simply as Possible
24.2.3 Line Up Your Quantitative Ducks
24.2.3.1 Fill in the observed results
24.2.3.2 Fill in the “meet target?” column
24.2.4 The Big Decision: Can We Stop Iterating?
24.2.4.1 Convergence toward a quality user experience
24.3 Analyze Qualitative Data
24.3.1 Overview
24.3.2 Analysis Preparation Steps
24.3.2.1 Keep a participant around to help with early analysis
24.3.2.2 Multiple sources of raw UX data
24.3.2.3 Clean up the raw data before your memory fades
24.3.3 Qualitative Data Analysis Steps
24.3.3.1 Gather your raw qualitative UX data notes
24.3.3.2 Compose elemental data notes: Each refers to just one problem
24.3.3.3 Edit each elemental data note into a UX problem description
24.3.3.4 Consolidate congruent data notes
24.3.3.5 Group related UX problem descriptions to be fixed together
24.3.3.6 UX research analysis tools also work here
24.4 Cost-Importance Analysis: Prioritizing Problems to Fix
24.4.1 Problem
24.4.2 Importance to Fix
24.4.2.1 Importance rating adjustments
24.4.3 Solutions
24.4.4 Cost to Fix
24.4.4.1 Cost values for problem groups
24.4.4.2 Calibration feedback from down the road: Comparing actual with predicted costs
24.4.5 Priority Ratio
24.4.6 Priority Rankings
24.4.7 Cumulative Cost
24.4.8 Line of Affordability
24.4.9 Drawing Conclusions: A Resolution for Each Problem
24.4.10 Special Cases
24.4.10.1 Tie-breakers
24.4.10.2 Cost-importance analysis involving multiple problem solutions
24.4.10.3 Problem groups straddling the line of affordability
24.4.10.4 Priorities for emotional impact problems
24.4.11 Rapid Cost-importance Analysis
24.5 Feedback to the Process
24.6 Lessons from the Field
24.6.1 Onion Layer Effect
24.7 Segue
Chapter 25. UX Evaluation:: Reporting Results
25.1 Introduction
25.1.1 You Are Here
25.1.2 Importance of Quality Communication
25.1.3 Participant Anonymity
25.1.4 Common Industry Format for Reporting
25.1.5 The Need for a Cross-Functional Team in Writing a Report
25.1.6 A Caution About Reporting Summative Results
25.1.7 Your Personal Presence in Reporting
25.2 Consider Your Audience
25.2.1 The Primary Audience: Your Own Team
25.2.2 Reporting to Inform and/or Influence Management
25.2.3 Reporting to Convince Others That Re-design Is Needed
25.2.4 Reporting to Customers or Clients
25.3 Report Guidelines
25.3.1 Problem Reporting
25.3.1.1 Overview
25.3.1.2 Problem reporting: Foundation
25.3.1.3 Problem reporting: Content
25.3.1.4 Prioritize problems to be fixed
25.3.1.5 Reporting on the ecological and emotional layers of the pyramid
25.3.2 Mechanics of the Report
25.3.2.1 Use a consistent problem-description structure
25.3.2.2 Use precision and specificity in your reporting vocabulary
25.3.3 Report Tone and Style
25.3.3.1 Respect feelings in your report tone
25.3.3.2 Avoid jargon
25.4 Segue
Part 6. Agile UX and Connections With Agile Software Development
Introduction
Chapter 26. Connecting Agile UX With Agile Software Development
26.1 Introduction
26.1.1 Agility Is Not (Just) About Being Fast
26.2 Basics of Agile Software Engineering Methods
26.2.1 Goals and Principles of Agile Software Engineering
26.2.2 Contrasting With the Waterfall Method
26.2.2.1 Operating in silos
26.2.2.2 Characteristics of agile software engineering methods
26.2.2.3 Avoiding big design upfront
26.3 Lifecycle Aspects of Agile Software Engineering
26.3.1 Planning in Agile Software Engineering Methods
26.3.1.1 Customer stories
26.3.1.2 Story-based planning
26.3.1.3 Managing customer stories and development tasks
26.3.2 Controlling Scope
26.3.3 Sprints in Agile Software Engineering Methods
26.3.3.1 Acceptance test creation
26.3.3.2 Unit code test creation
26.3.3.3 Implementation coding
26.3.3.4 Code testing
26.3.3.5 Regression testing
26.3.3.6 Acceptance testing and deployment
26.4 Challenges of Agile Software Engineering Methods from the UX Perspective
26.5 What Is Needed on the UX Side
26.6 Problems to Anticipate
26.6.1 UX and SE May Not Work Well Together
26.6.2 The Need for a Full Overview: The Software Side Versus the UX Side
26.7 A Synthesized Approach to Integrating Agile UX and Agile SE
26.7.1 Integrating UX into Planning
26.7.1.1 Small upfront analysis and design
26.7.1.2 UX role helps customer write user stories
26.7.1.3 The truth about user stories
26.7.1.4 UX role helps customer prioritize user stories
26.7.2 Integrating UX into Sprints
26.7.3 Synchronizing the Two Agile Workflows
26.7.3.1 Dovetailed work activities
26.7.3.2 The value of early delivery
26.7.3.3 Continuous delivery
26.7.3.4 The importance of regression testing
26.7.3.5 Planning across iterations
26.7.3.6 Communication during synchronization
26.8 Segue
Part 7. UX Affordances, the Interaction Cycle, and UX Design Guidelines
Introduction
Chapter 27. Affordances in UX Design
27.1 Introduction
27.1.1 Acknowledgement of Source
27.1.2 The Concept of Affordance
27.1.3 Confusion Over Affordances in Early Human–Computer Interaction and UX
27.1.4 Examples of How Cognitive Affordances Can Be Informed by Shared Cultural Conventions
27.1.5 The Importance of Affordance Issues in UX Design
27.1.6 Five Different Kinds of Affordance in UX Design
27.2 Cognitive Affordances
27.2.1 Definition of Cognitive Affordance
27.2.2 How Do Users Acquire Cognitive Support Information?
27.2.3 The Meaning of Cognitive Affordances as Found in Shared Conventions
27.2.4 Cognitive Affordance Content and Meaning Design Issues
27.2.4.1 Cognitive affordance to get the user started
27.2.4.2 Cognitive affordance to help users avoid task completion errors
27.2.4.3 False cognitive affordances misinform and mislead
27.3 Physical Affordances
27.3.1 Definition of Physical Affordance
27.3.2 Starring Role in UX Design for Experienced or Power Users
27.3.3 Some Physical Affordances Are Better Than Others; Some Depend on the User
27.3.4 Physical Affordances for Opening Doors
27.3.5 Physical Devices Can Also Offer Cognitive Affordance
27.3.6 Physical Devices Can Also Offer Emotional Affordance
27.3.7 Physicality
27.3.8 Manual Dexterity and Fitts Law
27.3.9 Physical overshoot
27.3.10 Physical Affordance Design Issues
27.4 Sensory Affordance
27.4.1 Definition of Sensory Affordance
27.4.2 Design of Sensory Affordances in Support of Other Affordances
27.4.3 Visual Sensory Affordance Design Issues
27.4.3.1 Sensory affordance visibility example: Store user cannot find the deodorant
27.4.3.2 Sensory affordance discernability example: Black-on-black in stereo
27.4.3.3 Sensory affordance distinguishability example: Here’s soap in your eyes
27.4.3.4 Sensory affordance presentation timing example: Just-in-time towel dispenser message
27.4.4 Auditory Sensory Issues
27.4.5 Haptic and Tactile Sensory Issues
27.5 Functional Affordance
27.6 Emotional Affordance
27.6.1 Definition of Emotional Affordance
27.6.2 Affordances to Support Meaningfulness
27.7 Putting Affordances Together in Design
27.7.1 Affordance Roles—an Alliance in Design
27.7.2 A UX Design Checklist of Affordances
27.7.2.1 Functional affordance considerations
27.7.2.2 Cognitive affordance considerations
27.7.2.3 Physical affordance considerations
27.7.2.4 Sensory affordance considerations
27.7.2.5 Emotional affordance considerations
27.8 User-Created Affordances as a Wake-Up Call to Designers
27.9 A Little History of the Concept of Affordances
27.10 Segue
Chapter 28. The Interaction Cycle
28.1 Introduction
28.1.1 What Is the Interaction Cycle?
28.1.2 Need for a Theory-Based Conceptual Framework
28.2 Norman’s Stages-of-Action Model of Interaction
28.2.1 Gulfs Between User and System
28.2.1.1 The gulf of execution
28.2.1.2 The gulf of evaluation
28.2.2 From Norman’s Model to Our Interaction Cycle
28.2.2.1 Partitioning the model
28.2.2.2 Adding outcomes and system response and emphasizing translation
28.3 Interaction Cycle Categories of UX Design Issues
28.3.1 Planning (Design Helping User Know What to Do)
28.3.2 Translation (Design Helping User Know How to Do Something)
28.3.3 Physical Actions (Design Helping User Do the Actions)
28.3.4 Outcomes (Internal, Invisible Effect/Result Within System)
28.3.5 Assessment (Design Helping User Know if Interaction Was Successful)
28.4 Cooperative User-System Task Performance Within the Interaction Cycle
28.4.1 Primary Tasks
28.4.2 Path Variations in the Interaction Cycle
28.4.3 Secondary Tasks, Intention Shifts, and Stacking
28.5 Segue
Chapter 29. UX Design Guidelines and Examples
29.1 Introduction
29.1.1 Scope and Universality
29.1.2 Some of Our Examples Are Intentionally Old
29.1.3 UX Design Guidelines Can Be Difficult to Use and Interpret
29.2 UX Aspects of Human Memory Limitations
29.2.1 Short-Term or Working Memory
29.2.1.1 Chunking
29.2.1.2 Stacking
29.2.1.3 Cognitive load
29.2.2 Other Kinds of Human Memory
29.2.2.1 Sensory memory
29.2.2.2 Muscle memory
29.2.3 Long-Term Memory
29.2.3.1 Recognition vs. recall
29.2.3.2 Shortcuts
29.3 The Interaction Cycle as Organizational Structure of Guidelines
29.4 The Concept of Feed-Forward
29.5 Planning
29.5.1 Clear System Task Model for User
29.5.2 Planning for Efficient Task Paths
29.5.3 Avoiding Transaction Completion Slips
29.6 Translation and Feed-Forward
29.6.1 Existence of Feed-Forward
29.6.2 Presentation of Feed-Forward
29.6.2.1 Feed-forward visibility
29.6.2.2 Feed-forward noticeability
29.6.2.3 Discernibility
29.6.2.4 Feed-forward legibility
29.6.2.5 Distinguishability
29.6.2.6 Color
29.6.2.7 Feed-forward presentation complexity
29.6.2.8 Feed-forward presentation timing
29.6.3 Content and Meaning of Feed-Forward
29.6.3.1 Clarity
29.6.3.2 Precise wording
29.6.3.3 Treatment of data value formats
29.6.3.4 Distinguishability of choices in feed-forward
29.6.3.5 Consistency of feed-forward
29.6.3.6 Decompose to control complexity of feed-forward content and meaning
29.6.3.7 Group related elements together to control complexity of feed-forward content and meaning
29.6.3.8 Do not group together unrelated interaction elements
29.6.3.9 Supporting human memory limitations in feed-forward
29.6.3.10 Cognitive directness in feed-forward
29.6.3.11 Complete information in feed-forward
29.6.3.12 User/usage centeredness in feed-forward
29.6.3.13 Avoiding errors with feed-forward
29.6.3.14 Feed-forward for error recovery
29.6.3.15 Feed-forward for modes
29.6.4 Task Structure
29.6.4.1 Human working memory loads in task structure
29.6.4.2 Design task structure for flexibility
29.6.4.3 Design task structure for efficiency
29.6.4.4 Task thread continuity: Anticipating the most likely next step or task path
29.6.4.5 Retaining essential user work context
29.6.4.6 Useful defaults
29.6.4.7 Not undoing user work
29.6.4.8 Retaining state information
29.7 Physical Actions
29.7.1 Sensing Objects of Physical Actions
29.7.1.1 Sensing objects to manipulate
29.7.1.2 Sensing objects during manipulation
29.7.2 Help User in Doing Physical Actions
29.7.2.1 Manual dexterity and Fitts law
29.7.2.2 Haptics and physicality
29.7.2.3 Avoiding physical overshoot errors
29.7.2.4 Inertia of physical movements
29.7.2.5 Awkwardness
29.7.2.6 Fatigue
29.7.2.7 Physical disabilities
29.8 Outcomes
29.8.1 System Functionality
29.8.2 System Response Time
29.8.3 Automation Issues
29.9 Assessment
29.9.1 The Concept of Feedback
29.9.2 System Response
29.9.3 Assessment of System Feedback
29.9.3.1 Progress indicators
29.9.4 Presentation of Feedback
29.9.4.1 Feedback noticeability: Status lines ineffective for feedback
29.9.4.2 Feedback timing
29.9.4.3 Feedback presentation medium
29.9.5 Content and Meaning of Feedback
29.9.5.1 Completeness of feedback
29.9.5.2 Tone of feedback expression
29.9.5.3 Usage centeredness of feedback
29.9.5.4 Consistency of feedback
29.9.6 User control over feedback detail
29.9.7 Assessment of Information Displays
29.9.7.1 Information organization for presentation
29.9.7.2 Visual bandwidth for information display
29.10 Overall
29.10.1 Keeping Users in Control
29.10.2 Overall Simplicity
29.10.3 Overall Consistency
29.10.3.1 Structural consistency
29.10.3.2 Consistency is not absolute
29.10.3.3 Consistency can work against innovation
29.10.4 Reducing Friction
29.10.5 Humor
29.10.6 Anthropomorphism
29.10.6.1 Avoiding anthropomorphism
29.10.6.2 The case in favor of anthropomorphism
29.10.7 Tone and Psychological Impact
29.10.8 Use of Sound and Color
29.10.9 User Preferences
29.10.10 Accommodation of User Differences
29.10.11 Helpful Help
29.11 History Related to UX Design Guidelines
29.12 Conclusions
29.13 Congratulations:
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