Catalyst and Jefferson Partner for the Redesign of Jefferson.edu
Catalyst is proud and excited to congratulate Jefferson on the launch of its suite of both redesigned and newly designed sites, which includes:
The Jefferson enterprise site (jefferson.edu)
The Thomas Jefferson University site (jefferson.edu/university),
The Thomas Jefferson University Hospitals site (hospitals.jefferson.edu),
The Jefferson Physicians site (http://physicians.jefferson.edu/),
The Jefferson Philanthropy site (http://connect.jefferson.edu/s/1399/start.aspx), and
The Jefferson Innovation site (http://innovation.jefferson.edu/).
Jefferson and Catalyst’s close, productive partnership allowed for the development of a fully responsive platform that celebrates Jefferson’s unification as an esteemed health care institution -- one that excels and continues to innovate in the areas of patient care, education and research. Catalyst and Jefferson collaborated together on research, strategy, interaction design and visual design, and are continuing to team up for future phased roll-outs of the sites.
“Kill Lorem Ipsum” is one of the five items listed in Dan Willis’ blog post “Five Things Every UX Designer Should Do Well”. Whether or not designers can kill lorem ipsum “well” is beside the point, according to a few Catalytes, who shared and discussed their own take on the topic.
Chris:
I disagree that "Lorem ipsum...and other for-placement-only nonsense text is the designer’s way of saying 'I haven’t really thought through this content, so you know, whatever'.” In wireframes, lorem ipsum is to copy what gray boxes are to images -- they're simply placeholders intended to focus the client's attention on the big picture.
Janine:
When doing user research we try not to ask users to respond to a screen with placeholder text. One reason is that we have no idea what the person expects to appear in these areas, and we run the risk of misinterpreting their feedback.
Similarly the client can't accurately respond to our designs without a sense of what we envision would be there. I know we often have to wait for clients to provide real textual content, but you must have some idea of what belongs there or you wouldn't be able to properly design the page. It seems easy enough to find representative text that illustrates your assumptions.
Even if you get off track talking about the text with the client, it will give you an opportunity to learn more about what's in their heads, or even to uncover a lack of alignment on the client team, which is always better done earlier rather than later.
Ray:
I think it depends on the audience for the document (wireframe for developers, prototype for user testing, comp for stakeholder presentation, etc.). In some cases I think either dummy text or "real" copy could be distracting.
Generally speaking, I agree with Chris in that it's not simply “I haven’t really thought through this content, so you know, whatever.” Sometimes it's a waste of time and effort to construct copy. That said, I try to use real words whenever I can. When I have time I even like to have some fun with it.
My biggest problem with this list item is that it lays down a seemingly arbitrary rule, and assumes that people who don't follow it are being lazy.
Meredith:
I agree with everyone here. It's critical not to have lorem ipsum in designs that are about to be tested. Whether or not I use lorem ipsum depends on whether it's easy to find representative text online or not. Often it's actually more confusing to the client or research participant to put in faux text that isn't genuine copy.
What I typically do is use the space to describe the content that should go there, but also include at least one word of lorem so it's clear that it's placeholder.
For instance, for text in a promo box, I would write:
Very brief sentence explaining what the article is about lorem ipsum.
For paragraph text, I would write:
Short paragraphs here about why this product is better than other products lorem ipsum dolor sit amet lorem ipsum dolor sit amet lorem ipsum dolor sit amet.
To me, this has the convenience of lorem ipsum while still conveying thought and intent. It also saves me writing extensive content for items in the design that might not even survive another iteration.
Should UX designers “kill” lorem ipsum? Whatever the answer, we hope that “Samuel L. Ipsum” is exempt from the threat.
You’ve seen them before: the little pop-up boxes that appear on websites you visit, inviting you to take a survey of some sort. Depending on your availability, interest in the site, or desire to procrastinate, you may have taken the time to fill one out.
If you’re like most people, that’s where your experience will end. But, what happens with all of that data? We’ll shed some light on what is happening behind the scenes when you see that survey invitation, or “site intercept”, and why you may consider taking advantage of a site intercept for your next project.
Here at Catalyst, we’ve used site intercept surveys for a variety of reasons, but we’ve seen two common scenarios for using this methodology:
First, site intercept surveys are a great jumping-off point for larger research projects. Clients often have an idea of the types of people who are visiting their site and what those people might think of the current experience, but these assumptions haven't been validated or validated recently.
The survey data can be used to uncover critical insights about visitors such as demographics, satisfaction with the site, and impressions of the brand. Armed with this information, researchers can make more informed decisions about where to focus more rigorous lines of inquiry and use the insights to drive design strategy.
The second scenario for using a site intercept survey happens when researchers need to validate design changes through “benchmarking” metrics. By launching surveys before and after a site redesign, we can gauge the success of the redesign and even identify areas for improvement.
Benchmarking surveys commonly include questions aimed at understanding visitors’ satisfaction with the site, ease of use and perceptions of content. By using the same questions on both the pre-and post- redesign versions of the site, researchers can track whether the design updates moved the site in the right direction.
Site intercept surveys are an increasingly important tool in the UX researcher’s toolkit because:
Researchers are able to target current customers / site visitors in real-time
Researchers can elicit feedback from hundreds of users instead of just the 10-12 participants that might participate in a lab study
(Bonus:) All this can be done for a fraction of the cost of most research techniques
If you want a more in-depth look at site intercept surveys, stay tuned for the webinar Catalyst is hosting on the topic in May!
A few of us attended the Interaction14 conference in Amsterdam this February. The event was packed with tons of interesting people, and we had the opportunity to hear some thought-provoking talks and to attend workshops that got us inspired to approach projects in some new, interesting ways.
Luckily, many of the talks that were presented at Interaction14 are available in video form on the conference’s website. Since it could be tedious to go through all of these videos, we thought we’d share some of our favorites:
"Human Interaction: Physical and Virtual", Stephanie Akkauoui Hughes
Stephanie Akkauoui Hughes shares how, as an architect, she doesn’t design for interactions but for the context of these interactions. This means designing a building or space with a focus on how people are actually living and moving through the space separately and together. By involving customers throughout the design process -- while the design is incomplete, impermanent, and imperfect -- we allow the context to emerge, and we can adapt our designs to facilitate interactions within that context.
"Body Languages of Interaction Design", Irene Au
As interaction and visual designers, we’re trained in the principles and theories that guide design. Irene Au’s talk encourages us to take that a step further and consider what facilitates focus, empathy and creativity. While we've always acknowledged these mindsets are essential, it’s her approach on unleashing these different perspectives is fresh and motivating. Irene has recommendations for different meditation and yoga practices that have proven to help bring out each of these qualities.
"Food = interaction", Bernard Lahousse
Designers often find themselves hemming and hawing over seemingly similar visual layout options. Should I make this font a little bigger, or a tad bolder? What about adding just a touch more padding around this button? Designer or not, you might wonder if all the thought that goes into these decisions really makes a difference. Through his demonstrations with food interactions, Bernard Lahousse helped us to see that, yes, these subtle changes can completely transform an experience.
"The Executioner's Tale", Christina Wodtke
When tackling new design challenges as a team, it’s important everyone understands the plan and is able to observe what is and is not working. In this video, Christina Wodtke shares tools and techniques, such as “OKRs” (Objectives, Key Results), that she uses to give teams direction and maintain accountability. She discusses valuable methods for keeping various team members up-to-date on task statuses, ensuring a more efficient process.
Here at Catalyst, we pride ourselves on having a community of diverse opinions and perspectives. Often, our practitioners will bring their unique viewpoints and experiences that stem from their personal interests to the projects we work on.
Recently, Catalyte and UX Designer Chelsey Delaney had the opportunity to combine two of her passions, humor and UX design, to provide some first-of-its-kind commentary on the intersection of the two.
Chelsey’s insights can be found in The Encyclopedia of Humor Studies, which Sage Publications released this week. This massive, two-volume reference book comprehensively documents humor: its history, its role in society, its conceptual identity on an international scale and research to-date about its form and function in a variety of different disciplines and fields.
Given the large price tag, we can’t blame anyone for not placing an Amazon order anytime soon. But, if you get a chance to check it out, we bet you won’t be disappointed.
“How to Better Handle the Stress of UX Work” Talk at RE:DESIGN
Stress. It’s an insidious problem of the modern work world.
For user experience professionals, whose designs are constantly under debate and scrutiny, and who have frequent deadlines and presentations in which it’s important to impress, daily working life can become quite stressful. The pressure can have adverse effects on our work and personal well-being, so it’s critical to find ways to both prevent and alleviate stress.
Our very own Director of Interaction Design, Meredith Noble, will be leading a discussion at the RE:DESIGN UXD conference in Brooklyn that will identify key sources of stress for UX professionals as well as ways of preventing and coping with it. Come join her and others in the UX field as they discuss this very important topic!
11 Guidelines for Establishing a Client-Friendly Project Approach
I recently had a less than positive experience with the manager of a service vendor we work with.
It wasn't over-the-top bad, but it was bad enough to reinforce my sense that the vendor has a problematic workplace culture. It really got me thinking about ineffective ways to deal with clients, which helped me to focus on more effective ways. At Catalyst, this is what anyone who occupies the Project Owner (PO) role tries to foster -- I'm not saying we have all the answers, but I think we're on the right track.
Here is a list of guidelines to follow for managing clients effectively and with positivity, particularly from the perspective of a PO:
Validate expectations: When making a quote or describing a deliverable, validate your client’s understanding of what they can expect you to provide. It’s important to make sure you have at least the same general idea of what you are going to do for them. If there is more than one option, ask the client to describe not only which option they are choosing, but also why they’re making a particular choice. This will allow you to address any misunderstandings before they become a problem.
Prepare for discussions: When going into a potentially tense conversation or negotiation, make sure you understand the complete history of the issue as well as other important information. Talk with your team to understand what has been said and done by people on both the client team and on your own team. Read relevant emails, but also make sure to read between the lines for any unspoken assumptions or insinuations. Then, if you discover you don’t have all the facts, put the discussion on hold and make it clear why you’re doing so.
Avoid internal griping: Even if it's impossible for the client to hear what you’re saying, talking about them negatively will undermine the relationship. By fostering negative attitudes you are simply strengthening a sense of adversity in your own mind. This us-vs.-them perspective will create an unconscious undercurrent. It will diminish your team’s commitment to the project, resulting in a shoddier product.
Set expectations: Though it’s fine to over-deliver (and sometimes you should), make sure to tell the client they’re not getting a typical deliverable. It's important to explain to them why you’ve done so, and also to give them a clear example of what is typical.
Maintain the long view: Even if a client seems like they may be asking a lot of questions, or it seems like they are generally high-maintenance, it may be an indication that they are simply struggling to understand something. The fact they’re willing to invest the time to clarify may mean they see the potential for future relations, and they want to ensure they are starting with an accurate understanding of your process, deliverables, experience, etc.
Accept responsibility: Never place blame on the client, or even imply that something was their fault. They are well aware of their actions, and are possibly feeling a bit sensitive about taking blame. There’s nothing to be gained from pointing out their role in a misunderstanding. There are always two parties in a miscommunication, and it is always possible to do a better job of listening and explaining.
Be flexible: Remain open to potential opportunities to create a positive relationship. No two client relationships are the same, nor should they be. Just because this one doesn’t fall into your pre-conceived notion of what the project should or could be, don’t try to make it conform to your expectations. Something more interesting and satisfying might evolve that you could never have anticipated, but that definitely cannot happen if you are too rigid.
Be transparent: If you do make a mistake, or see a deadline slipping, let the client know right away. It’s human nature to be optimistic, hoping that the client won’t notice or that a lagging project phase will turn around at the last minute. It’s much better to be up-front about any challenges you are encountering. The client will appreciate your willingness to be honest. It’s much better for them to know what's happening than to be left wondering whether you will be on time or deliver the quality they anticipate.
Be inclusive: Reinforce the understanding that you are working together as a team, both internally and with the client. Rather than refer to people on your team by name, use the terms “us” and “we”, and talk about “the team”, which is inclusive of both your own colleagues and the client’s. This will support a sense of mutual responsibility and joint engagement.
Seek criticism: Don’t be afraid of feedback. If you think you are intuiting a potential client misunderstanding, follow your intuition and check in with the client. Ask open-ended questions and gently probe if you feel they are holding back anything potentially negative. It may take more effort, but listen for subtle reservations and clues. It’s better to uncover a problem and address it earlier than to let it grow and have it come back at you from an unanticipated direction later.
Make an appearance: It’s much easier to fall back on phone calls, or worse yet emails, to try resolve issues or clarify misunderstandings. Expend the effort to make personal contact if at all possible. Not only will you be sending the message that you care enough to make the effort, but the client will have the opportunity to see the sincerity behind your words.
LeanUX NYC 2014 is coming up fast! The conference kicks off Thurs., April 10 and wraps up Sat., April 12 at the Westin Hotel in Jersey City. You won't want to miss it, as this year's schedule is another beaut'.
And, since you won't be missing it, be sure to check out some talks and workshops from our fellow Catalytes:
TALK: "Is Bad Research Better Than No Research: Doing LeanUX Right"
Deidre Kolarick, Director of Research @ Catalyst Group
Thurs., April 10, 2 p.m. - 2:20 p.m.
WORKSHOP: "How To Do Lean Research Right"
Deidre Kolarick, Director of Research @ Catalyst Group
Fri., April 11, 9 a.m. - 12 p.m.
WORKSHOP: "Show Me What You're Thinking"
Ray DeLaPena, Director of Strategy @ Catalyst Group
Fri., April 11, 9 a.m. - 12 p.m.
WORKSHOP: "Enhancing Proto-Personas With Characterizations"
Chelsey Delaney, UX Designer @ Catalyst Group
Sat., April 12, 1 p.m. - 4 p.m.
Don't have your ticket yet? Why not get it with a discount? Use code #LeanUXSpeaker to get 20% off.
