Tuesday, 24 May 2016

10 interesting mobile apps for UX designers


Find some interesting mobile apps which are helpful in learning about UX, design trends, glossary, wireframes, design guidelines etc. for UX designers, Usability engineers, Visual & graphic designers.

1. Learn UX


Installs: 5000 - 10000          
Rating: 4.7/5

2. UX Companion


Installs: 5000 - 10000
Rating: 4.3/5

3. UXness

 Click here to install

Installs: 1000 - 5000
Rating: 4.8/5

4. UX Dose


Installs: 1000 - 5000
Rating: 4.6/5

5. UX Tools


Installs: 100 - 500
Rating: 2.5/5

6. UX/UI Mockup


Installs: 5000 - 10000
Rating: 3.2/5

7. Material Design Toolkit


Installs: 10000 - 50000
Rating: 4.1

 
8. Graphic Design


Installs: 10000 - 50000
Rating: 3.5/5

9. Wire Flow Wireframe Design


Installs: 10000 - 50000
Rating: 4.3/5

10. Mockup.io Prototype Simulator


Installs: 1000 - 5000
Rating: 3.7/5


Monday, 23 May 2016

7 Video channels a UX designer should subscribe

Learning about User Experience designing is becoming more simpler with the help of different ways like, articles, books, video, mobile apps etc. Presenting some good source (YouTube Video channel) for video tutorials about user experience design topics which will give you ease in learning. 

1. UXPin


2. Google Design

3. UX Mastery


4. Interaction-Design.org



5. InVision


6. UXness


7. Axure RP

Subscribe these recommended channels and keep updated with latest learning about UX Design.

Friday, 20 May 2016

UX Gupshup meetup: Gamification in Enterprise Software

UXness & UX Gupshup have organized a design meetup on 'Gamification in Enterprise Software' at Pune on 7th May 2016. UX Gupshup is amazing way of sharing design and user experience knowledge initiated by Umber Learning Facility.
Presenting the presentation and reference material of event.

About topic

Gamification is the use of game thinking and mechanics in non-game context to engage users in solving problems. In this session we are going to discuss about basics of gamification, game mechanics, enterprise software & why there is need to gamify enterprise software.

Speakers
Shiva Subhedar and Abhishek Jain

Presentation




Special thanks to UX Gupshup & ULF.
Do join UX Gupshup in upcoming meetup events.

Regards,
UXness & UX Gupshup

Wednesday, 18 May 2016

Improving Usability of IVR & Customer Care

In the article “GoodCustomer Care is must for better CX” we have seen why it is really important to improve better & usable Customer care services. IVR system is key aspect of ‘Customer care’ because most of the companies are using IVR system for providing customer support.


What is IVR?

Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.

Enhancing CX by improving IVR Usability

1. Make easy Talk to representatives: Provide easy option or quick help by providing ‘Talk to our representatives’ upfront & available. In most of the cases people get frustrated because they do not able to talk to customer care representatives while selecting appropriate options.

2. Limit your menus options: Always keep menu of IVR system short because human short term memory may not be able to store more information. Keep menu options less than or up to 7.  

3. Usable Information architecture: Prepare information architecture of options in IVR with User Centered Design to improve mapping. Companies prepare option groupings with respect to business point of view. It creates problem for an end user in finding appropriate option.

4. Most frequent problems: Analyze most frequent problems of users and provide upfront so that user will not have to dig into menu to find their issues. This will also save time of user in finding appropriate option.

5. Minimize ‘Hold’ & ‘Hold time’: Most of the time Customer care asks people to put on ‘Hold’. Due to uncertain ‘Hold’ & irritating music people most of the people get frustrated. Try to minimize these uncertain holds.

6. Better Empathy: It is the most important point, Companies should understand why any customer has called ‘Customer care’ because they are in trouble and finding solutions. Customer care representatives should not only find the problem of customer but also try to understand empathy & emotions of users.

7. Clear Communication: Representatives should be clear & audible in call. Communication should be in satisfactory speech count (words per minute).

8. Complaint Numbers: Always provide ‘Complaint numbers, reference numbers etc.’ in text message to user not on call. Because customer may not be able to write fuzzy numbers while talking on call or while travelling.

9. Call forwarding & flexibility: Sometimes when level 1 customer care associates cannot solve issue they forward customer’s call to next level or when customer has issue which is not part of their department. In these cases either representatives forward their call to next level or they asked customers to call on different numbers. For better customer experience companies should forward call directly and this flexibility will delight customers. 

Conclusion

Going beyond in user experience is ‘Customer Experience’. For better CX mission should be making every touch point of customers in better experience. IVR & customer care facilitates are really important are in customer experience. For delighting customers make them tension free after each IVR call.


About Author

Abhishek Jain

Monday, 16 May 2016

Good Customer Care is must for better CX

For any company or product what is really important to retain their customer, to increase their customer base & to increase business – ‘Customer Experience’. Customer experience is the experience of customers felt in overall journey of company/service/product etc. Good CX coverts more business & more satisfied customers and Bad CX not only reduces customers but also affects company or brand identity, trust, business. In today’s world most of the companies are using IVR system for providing ‘Customer care’ or post purchase help. It is really good to have a ‘Customer care’ system for customers but having ‘customer care’ is not sufficient unless it is designed for customers. We all have felt frustrations in calling customer care and getting answers multiple times specially in telecom, eCommerce, retail etc. 


Effects of Bad Customer Care Services

  1. Affects decision making – Your previous bad experience of Customer support can stop you in purchasing or consuming services or product of that brand in future.
  2. Negative publicity through word of mouth – When we get very bad experience, we share our experience with our neighbors, colleagues, friends, relatives and this leads to negative publicity of brand/company/service/product etc.
  3. Negative image in Social networking – Today Social media is giving us more wings to share our experience and making path easy to reach big audience. Frustrated customers directly post their bad experience on social media like Facebook page of product, twitter page, personal blogs, company forums etc. which results in negative publicity of brand/company/service/product in social media.

                                   

  4. Reduction in Customer retention rate - Different companies are offering similar kind of products then retention of their customer depends upon good ‘Customer services’ like after sales ‘customer care’. Bad Customer support also reduces retention of your customer base.
  5. Reduces Business - If customers are not staying with your services or new people are not becoming your customer due to negative brand image then business is getting reduced.

Conclusion

Customer experience is a key factor in today’s era for business growth. Customer experience doesn’t only come from a product, it comes from an overall customer journey like if a customer is purchasing ‘Mobile’ phone online then good customer experience will depend upon following aspects,
  1. Is a customer is able to purchase mobile easily?
  2. Is he/she able to find best mobile phone?
  3. Is he/she able to use purchased mobile phone?
  4. If any problem comes in product then he/she is able to get resolution by customer care or not?

‘Customer Care’ is one the key aspect in complete ‘Customer Experience’ & we should focus on improving Usability of Customer care.

Image courtesy:
http://www.customer-service.com/blog/201502/Really-Really-Bad-Customer-Service
https://in.pinterest.com/pin/156007574567507585/

About Author

Abhishek Jain

Wednesday, 11 May 2016

Wireframing Basics - Part 3

In Wireframing Basics - Part 1 we have seen, wireframes, types of wireframes, 5 Planes of UX etc.

In Wireframing Basics - Part 2 we have seen, some important points like F shape pattern, 'Call to Action', Affordance etc. in detail.

In this last article of 'Wireframing Basics series' we will look at more information about wireframes. 

Importance of Wireframing

  1. Demonstrate concepts & ideas effectively
  2. Easy in creation, quick in time
  3. Supports Early Usability Testing
  4. Easy Iterations and changes

Wireframes focus on

  1. Identification & Arrangement of Content , UI elements
  2. Identification of  Information and Actions to be performed in the application
  3. Placement and prioritization of information in a way that facilitates understanding
  4. Screen / Page Navigation : How will the user navigate using the application screens
  5. Information Architecture : What will be the flow of information OR information Hierarchy  of the data present? Which data presented on the screen should get prime importance?
  6. Depicting all Use cases and Scenarios

Wireframes DO NOT address

  1. Do not use colors. If you would typically use color to distinguish items, instead rely on various gray  tones to communicate the differences.
  2. Do not use images. Images distract from the task at hand.  To indicate where you intend to place  an image and its size, you can instead use a rectangular box sized to dimension with an “x” through it.
  3. Use only one generic font. Typography should not be a part of the wireframing discussion.  Within the wireframes, however, you may still resize the font to indicate various headers and changes in the hierarchy of the text information on the page.

<< Previous article 'Wireframing Part 2'

About Author
Abhishek Jain

Tuesday, 10 May 2016

Wireframing Basics - Part 2

In Wireframing Basics - Part 1 we have seen, wireframes, types of wireframes, 5 Planes of UX etc.In this article we will look at some important Principles before starting wireframing work.

1. F-Shape pattern

How people read on Web; they don’t. – Jacob Nielsen
  • People SCAN web pages
  • The F-Pattern describes the most common user eye-scanning patterns when it comes to blocks of content.


Note points:
  • Make webpage text easy for users to scan.
  • Use bold headings and subheadings.
  • Use bullet lists when you can to break up content. Bullets are also easy to scan.
  • Priorities & place the content in hierarchy

2. Call to Action

‘Call to action’ are buttons or actions for most important or primary tasks on website.

‘Call to action’ helps in understanding that
  • End user is able to understand what next he/she can do
  • Where each click will lead them


Make Call to Action effective by:
  • Choosing end user familiar words 
  • rather than business jargons
  • Placement
  • Color
  • Size
  • Minimizing counts

Examples:



3. Affordance

  • According to Norman (1988) an affordance is the design aspect of an object which suggest how the object should be used; a visual clue to its function and use. 
  • Good designs are intuitive and good affordance helps in making design intuitive.


Example:

Affordance in Physical world

Affordance in digital, ex.  Buttons, Text fields



In next article we will be looking at 'Creating Low & Mid Fidelity Wireframes'.


<< Wireframing Basics - Part 1                          Wireframing Basics - Part 3 >>

About Author:

Abhishek Jain

Monday, 9 May 2016

Wireframing Basics - Part 1

This is the first article of Wireframing basics series, in this article series we are going to learn about basics of wireframing, design principles, importance of wireframes etc. So lets start with understanding 'Wireframes'.

Wireframes

A wireframe is a two-dimensional illustration of a page’s interface that represent information hierarchy, functionality & content of a page.

Wireframes presents solutions (ideas & concepts) in better way than concept note.

Wireframes include

Important elements & their positions (header, footer, navigation, content etc.)
  • Grouping of information (menu links, content)
  • Labeling of content (navigation links label, content label)
  • Place holders, content text (images, description)


5 Planes of UX

There are five planes of user experience design as per James Garrett, Strategy, Scope, Structure, Skeleton and Surface. Wireframing work comes under 4th plane, “Skeleton



Types of wireframes

Wireframes  can be divided in to 2 categories based on detailing, presentation, behavior and estimates.

Low Fidelity Wireframes

  • Basic paper sketches, digital basic structure
  • Containing information placeholders and navigation

Tools: Paper sketches, Balasmiq, MS Office



High Fidelity Wireframes

  •  Detailed screen design with clickable functionality and interaction.
  • Information presentation in details.

Tools: Axure, MS office, Just in mind etc.



About Author:

Abhishek Jain