One Head/Two Hats: Tapping Hidden Resources for the Ultimate User Experience

Conference Archive

DevLearn 2011 Conference - November 2, 2011

Stuart Bender

Learning Technologies Specialist
CCC Information Services

In this session, you'll learn how one user experience team developed a format to provide fast and accurate usability evaluations and results that improve the user education and user assistance experience, while keeping pace with evolving technology, changing user expectations, and an ever-increasing demand for speed and delivery. Although specifically for a software development environment, these methods can be applied in any situation that calls for fast and creative solutions.

Session participants will learn the experiences, insights, and techniques that have helped to create and enhance CCC’s technical communication and user assistance deliverables. These include online help systems, user guides, tutorials, videos, interactive menus, reference cards, interface reviews, and usability evaluations. You’ll get explanations and examples of methods for usability testing, user experience, and user-centered design, the evolution of user assistance tools, and an explanation and discussion of the different roles in the User Experience skill sets that the team provides. You’ll learn group evaluation techniques that help tap the team’s disparate, creative, and often-hidden skill sets that may offer valuable and provocative perspectives for solutions or innovations that may otherwise be overlooked.

In this session, you will learn:

  • The roles and skill sets in a comprehensive user experience evaluation team
  • How to organize group-evaluation sessions for quick and optimal results
  • How to create an easy-to-write and -read evaluation report
  • The value of hidden resources and skills for creative solutions and innovation
  • Fun and creative techniques to engage users
Audience: Intermediate designers, developers, managers, and others interested in methods for evaluating and improving the user experience.

Handouts

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