analytics
Time-based analytics
An Article by Ryan SingerAnalytics apps don't tell you much about usage behavior. You might be able to see how many users performed an event, or how many times they did it. But none of the analytics packages out there are good at showing you how often people do things. Are they using to-dos once a week? Every day? Only signing into the app once a month but happily paying for years?
Time matters. You can't understand usage without time.
Collaborative Information Architecture at Scale
An Article by Brandon DornHere I describe an approach for defining new information architectures for large organizational websites managed by many stakeholder groups.
Broadly speaking, there are four general phases to the approach:
- Auditing. Begin by immersing yourself in existing content and encourage stakeholders to adopt a critical, audience-minded perspective of their content.
- Diagramming. Work with stakeholders to develop new conceptual categories that better serve audiences and organizational direction.
- Elaborating. Think through content in detail and test new categories against specific instances and edge cases.
- Producing. Prepare content teams for production using a shared database of new sitemap pages and editorial considerations that you’ve developed incrementally.
Don’t Be an Ostrich
You just handed off a major redesign. Three months of research, twenty-seven major revisions, and hundreds cups of coffee have all culminated in this pinnacle of glory. It’s finally done!
Except it’s not.
It’s not, even after you have answered every single question the developers have about your red-line.
It’s not, even after you have addressed all the technical constraints developers encountered during the implementation.
It’s not, even after you meticulously documented all the patterns and styles into a library for reference and reuse.
It’s not, because neither you nor the developers have talked to a real user. At the bottom of your heart, you are secretly wishing:
My design looks great on paper, so let’s keep it on paper.
You are an ostrich.
Post-occupancy evaluation
Post-occupancy evaluation (POE) is a practice in the building industry where an architect would visit the building after its occupancy and interview its residents. It sounds like a great opportunity for collecting feedback and learning from mistakes, but it’s rarely practiced. Why?
Many awe-inspiring, prize-winning architectures are half building, half sculpture. Often made of specially molded concrete and steel, they are extremely expensive to alter, let alone any alteration would also attack the architect’s prestige and pride. So whatever usability issues the POE identifies will remain as issues, unless the architect wants to accept the public criticism and shame that comes with the remodeling.
In fear of criticism, an architect would turn down the opportunity for POE, and continue to design the same roof that would leak water in future projects.
In fear of criticism, a developer would use customer service representatives as a shield against user complaints, while focusing on the “technical” aspect of things.
In fear of criticism, a designer would close the contract as soon as the client accepts the design, even though none of the real users are represented by the client.