The Right Way to Wireframe – My Video Explanation
Written by Russ on February 4, 2010 – 10:48 amPreparation for “The Right Way to Wireframe” workshop at Interaction10 involved a healthy bunch of problem solving from myself, Todd Zaki Warfel, Will Evans and Fred Beecher. Our client, Lend4Health, has a great design challenge and Gabby Hon was kind enough to step in and provide us with business requirements and a creative brief that enabled us to get to work pointed in the right direction.
Brad Simpson was the creative genius that I worked with to come up with the stunning visual design you’ll see in the video. The music was licensed for use online and is by Jami Sieber, titled, “Red Mood” from the album “Hidden Sky”. She’s awesome–buy her music! Mr. Dave Shelleny was kind enough to offer some light editing support and cool enough to recommend the track by Jami Sieber.
I used Balsamiq Mockups as my wireframing tool, and it was new to me. It was fun, too! I encourage you to give it a try for sketching and wireframes.
The video above shows my work. If you’ve got 3 minutes, take a look. If you don’t, well, when I return from Savannah, I promise to do a version that’s about half as long.
I’d be remiss if I didn’t thank Nick Finck for the inspiration from his blog post “Creating Wireframes” from August 26, 2009.
For more information, see The Backstory.
I hope you enjoy the video.
Also #1: Go check out Will Evans’ version: The Right Way to Wireframe (YouTube)
Also #2: Go check out Todd Zaki Warfel’s version: The Right Way to Wireframe (YouTube)
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The Right Way to Wireframe – The Backstory
Written by Russ on February 4, 2010 – 10:00 amIn April 2009, I was reflecting on my conference experiences–I’d been pretty fortunate to present at both SXSW and the Information Architecture Summit (IA Summit) in a variety of different formats. One of those formats was a panel, and I wasn’t ultimately all that satisfied with what had been put out to the audience. That is, we had a message, but I wasn’t sure that a message was enough without providing a course of action.
In addition, Jesse James Garrett’s closing plenary had a couple of points in his closing plenary that I’d been noodling on for awhile, but hearing them vocalized really helped me. Jesse said (paraphrased) that we all believe he’s a good Information Architect or User Experience Designer, but we’ve never seen his work. We may have read his book (Elements of User Experience), but is his work really out there, readily available for the rest of us to see? Do we really KNOW if he’s good at this stuff? Do we really know if we are, or for that matter, the people on the left or right of us?
I made a very conscious effort while writing my parts of “A Project Guide to UX Design” to reach out to others in the field and show examples of work, and provide examples for people to work with as starting points (and in some cases even more advanced points) in order to put more deliverables “out there”.
But what do the deliverables really mean?
What do wireframes really mean? How do I know if I’m doing it right, if my tool is right or if doing them at all is right when I’m just one guy in a Chicago suburb who works at a large company in a big city for a variety of clients doing work that I mostly can’t show?
I didn’t have the answer.
So, I did what felt to be right. I called up Todd Zaki Warfel, Will Evans and Fred Beecher–people that I know and respect in the design field and know that their particular approach to solving problems via some sort of wireframing and/or prototyping methods are somewhat different than mine–and I talked them through all the things rattling in my head.
In less than a couple of hours, we took a seedling of an idea and turned it into a presentation–and thanks to Bill DeRouchey and Jennifer Bove at Interaction10–we also turned it into a workshop.
If you attend any of these sessions, we’ll walk you through a process for creating the right wireframes–and we’ll show you ours, including the process each of us went through to come up with the work that we did.
We created a project. We worked with Gabby Hon to create some great requirements and Lend4Health as a great client with a great need and then we isolated ourselves from each other and set out to solve the design challenges in front of us. We went from ideas to requirements to sitemaps to sketches to wireframes to prototypes to creative design.
And we documented every step along the way.
Now, it’s time to show you my process and my work.
(see next blog post) 
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Where’s Russ? – Fall 2009
Written by Russ on August 23, 2009 – 11:24 pmThings… have been busy. Busy is good! Busy is often exciting, too!
That said, I’ve got a few places I’ll be this fall, and if you happen to be in these areas, it’d be great to see you.
Agile 2009 – Chicago, IL – August 24 – 28, Hyatt Regency
Todd Zaki Warfel and I will be presenting on “Guerilla Research Methods” on the User Experience Stage at the Agile 2009 Conference. More to come on this topic as discussions continue…
This hands-on session will cover a number of low cost, yet powerful research methods, like the “burrito lunch”, “crowdsourcing” and “hitting the streets” to help you make better data-driven design decisions. We’ll provide a number of techniques for recruiting research participants, creating better research questions, and what to do with your data once you’ve conducted your research.
ad:tech Chicago – September 1-2, Navy Pier
I won’t be presenting at this year’s ad:tech Chicago, but I will be attending to support my employer, Draftfcb, and the bright minds that we have speaking there this year.
- Kim Luegers will be speaking on:
MobileMix: Mobile is Here—Integrating Mobile Marketing and Advertising in Today’s Economic Climate - Chris Miller will be a part of an interesting workshop that is sure to get a few people talking:
MasterClass Workshop: The Modern Agency
(I’m guessing there won’t be any old fashioneds in this, but you can bet I’ll be there!) - Akash Pathak will be on the panel:
Social Media Industry Forum
I’ve had the good fortune to work with Akash on a few accounts and internal projects that have been pretty high profile and very successful. His insights and strategic view will make this panel one to be at!
Private Event – Las Vegas, Nevada – September 3rd
I’ll be jumping on a jet plane to fun-filled Las Vegas for an overnight trip. I’ll be speaking on UX processes, among other things. It would be great to catch up with any UX folks in the Vegas area prior to starting off a long holiday weekend.
As the Director of Events and Marketing for the Information Architecture Institute, I am the chair of this fantastic conference this year. The theme is “Social Experience Design” and we’ve got presenters from a variety of backgrounds–from small business to experts in virtual worlds to product managers and more. On top of it all, we’ve got great sponsors who not only get the space, but get this community and are proud to be a part of this event. Putting together this conference has been no small task, and I certainly haven’t done it alone–nor could I have done any of this without the heavy lifting support I’ve gotten from Michael Leis, Brad Simpson, Jonathan “Yoni” Knoll, Will Evans, Mario Bourque, Abby Covert, Denise Phillipsen, Austin Govella, Dennis Schleicher, Jr., Greg Corrin and the IAI’s own Melissa Weaver.
Great people helping to make a great event even better. Thanks!
It’s a busy time of year–I’m excited at all the things coming up, and every bit as excited to see what’s coming next.
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If the User Can’t Find the Error Message, It Doesn’t Exist
Written by Russ on April 29, 2009 – 6:41 pmAlternate Title: If a user can’t understand your message in 6.5 seconds, you’ve failed. If a user can’t understand an error message in 6.5 seconds, you’ve failed a lot worse.
The past weekend, I took my family to the local mega-movieplex to take in the latest in animated 3D family fun.
It’s rather established that I’m a bit of a geek–I love the interactive world, and frankly, if it wasn’t for the visual stimulation of seeing many products combined together, I probably would do all of my shopping online from the comfort of my home office.
This is serious.
I once purchased tickets to a movie in a remote location in Iowa. From my iPhone. While driving.
Because I could.
And, I twittered the experience, too.
Look, I might have a problem.
In preparation for the family outing, I did the usual routine (for me):
- Visit movie theater listing website
- Find earliest times that coincide with the 1-old’s nap time (experience tells me this is the best possible option for movies)
- Find the “purchase online” option (we’ve got 2 kids; the aforementioned 1-year old and a 5-year old–Avery & Sydney, respectively, if you were interested. They’re pretty adorable, but they also tend to be the single greatest factor in tardiness for our family)
The Experience
This particular Saturday was not much different–we were running late. I was holding the baby bag and the hand of Sydney while my wife was carrying Avery as we scuttled (while looking left-right-left at every roadway) into the theater. As per usual, I spotted the ticket dispensing kiosk and made a bee line to it, along with a handful of other adults.
I saw the AMC kiosk touch screen above and quickly tapped into it. I found our movie and swiped my credit card–even though it didn’t ask me to do the latter. It’s pretty infrequent that we go to movies as a family (the kids’ movies only come out so often), but in general, the pattern is pretty easy to figure out.
Nothing happened.
I looked around me, and sure enough, the whizz-click-whirr of the other kiosks seemed to be coupled with the adults fishing around for tickets and receipts in the slots below the kiosks.
It was a pretty big “WTF” moment for me.
Naturally, I tried again.
I failed. Again.
Oh, and I’m no quitter, mind you.
I tried again.
More failure. Not quite EPIC, but it was failure.
I looked over to see a pretty impatient family, and my frustration intensified. I started to go through the process again, but reminded myself that I work in the “(User) Experience Design” field, and that if something wasn’t right, surely I’d find a way to let the frustrated father know what was wrong.
I started over. Clean slate.
I looked at the screen above, and nothing stood out to me. it was damn near maddening, to be honest.
Deep breath, Russ. Deep breath. The movie will still be there.
“Please touch screen to begin.”
[Logo / Branding]
[Some text that is probably promotional; it's small, not relevant]
The Sidebar with Historical Relevance (Maybe)
Then I remembered this quiz that a teacher gave me in 5th grade, I think. The teacher passed out full sheets of paper. Two-sided, in fact. The paper had a series of questions, the first of which was to “Read all the instructions before taking the quiz.”
Remember this quiz?
The last item, on the back side, at the bottom read something like this:
“Don’t answer anything in this quiz; do not mark up your paper. Please return it to the teacher.”
I remember doing a lot of erasing.
I also remember the teacher explaining that it was an exercise in reading instructions, which, apparently, 5th graders aren’t very good at.
Apparently, neither is a 39-year old father of two trying desperately to get into Monsters vs. Aliens 3D before the seats are all filled-up and the previews have started.
But, really, is that my fault? Is it AMC Entertainment’s fault?
Somewhere along the line, it’s a healthy combination of both.
The Hidden Message (and Not-So-Hidden Meaning)
The message at the bottom of the screen reads:
“You may only browse the current schedule at this kiosk.
The printer ticket cutter experienced an error”
To be honest, the identification of the “printer ticket cutter” error is fairly impressive. Heck, I didn’t need to know that much, but it was good to be so well-informed, and the notion of that error message alone kind of makes me think that someone was trying to make me understand that there was a hardware failure and it wasn’t the “stupid kiosk”, but the connected peripheral instead.
However…
The placement of the status of the machine and the error message are what caused my repeated failures.
I couldn’t see them.
I couldn’t find them in the 6.5 seconds–or less–that I actually paid attention to the screen. And it was a lot less than 6.5 seconds, to be honest with you–as I mentioned, I’ve had some experience with these kiosks.
The failure occurred because the placement of the message was in the last possible place that I would think to look. An error that prevents a device from functioning as expected needs to be displayed in a way that makes you understand that the core utility is unavailable.
This kiosk was a “browse only” kiosk. It certainly wasn’t going to make AMC any money on this day–so why keep a very similar display available?
Instead, why not change the view to make people aware that this particular kiosk is out of commission? Why not highlight–perhaps in different messaging or a different screen altogether that makes the “broken” kiosk stand out in some fashion?
A kiosk that appears different than all the others can be quickly scanned–and avoided–leaving the adult (me) not feeling like they’ve just wasted 5-10 minutes of a fidgety, anxious family. Not only that, it prevents us from losing a spot in line and helps us to inform other victims/parents quickly.
What to do, what to do?
There’s a really simple solve for this–and I’m sure that mine is not the only one, but here goes. Change the main screen–in fact, make sure people know that the kiosk is unable to do anything transactional. Movie times are already posted everywhere; there’s no need for a person to browse through this kiosk, and it’s not going to make anyone any money until it’s fixed. It only has potential to add frustration to a scenario that is generally perceived as an escape (hey, suspension of disbelief is a great way to get away from reality!), and that’s something that should be avoided.
Let’s change this screen–in a big way. Instead of the standard “White on Red”, let’s consider reversing that. Instead of the big logo and instructions, perhaps we should instead say:
“Currently Unavailable
Use other kiosk for ticket purchases.
We’re truly sorry for the inconvenience. Please use one of the other kiosks until we are able to fix the problem.”
That’s pretty simple. Pretty easy to see, assuming a large enough font. The obvious inverted color display should be enough to help inform users that something’s different, draw them in for a quick moment to understand what’s wrong and move on.
Without wasting any time standing in the wrong line or tap, tap, tapping the screen of a kiosk that cannot provide them any useful benefit–such as the tickets that they’d purchased online hours ago (and also paid a surcharge for–for the convenience).
So What?
It’s easy to forget that there’s a bigger experience than the screen we’re building or the moment that we think people are in. A focus group wouldn’t uncover the frustration that I felt (or at least I doubt it would), so it’s important for designers to understand the environments that people are using whatever it is that they’re building.
As a father with kids, I doubt I’m a corner case. I’m sure that I’m not nearly as popular as the tweens-through-teens and “date nighters” that are out there, but mine is a very reasonable segment. When there is an additional cost to purchase the item for “convenience”, we damn well better make sure that we’re building something that is, after all, convenient.
Look at your user segments and your personas. Talk to those people–either dive into your research and get a deeper understanding of their lifestyle or pick up the phone and call someone that you know who fits the mold. In my case, I know a lot of parents who can never meet an arrival time, no matter how hard they try. It’s probably a reason why no one shows up at 3p for a child’s birthday party.
That said, parents are the only ones who will get frustrated. Anyone who is unable to locate your error message AND understand it is a likely candidate to become added customer service expense. Every time something “self serve” is introduced, it really means “let us spend less on customer service by empowering the users”, or something a little less marketing-y than that.
The problem with that is basic. If you fail on an experience that does not require engagement with a human, it increases your engagement with humans and/or has the potential to subtract from your ability to sell.
Keep it findable. Keep it simple.
(There’s another lengthy blog post in here about how automated devices can lead to lower call center costs which can, in return, take away from operational costs, but that’s something else entirely.)
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Praise for A Project Guide to UX Design
Written by Russ on March 13, 2009 – 9:41 amI’m down in Austin, Texas, for SXSW and have finally had the chance to see copies of the book! Things are hectic and there’s more information overload and internet underload (seems all connections down here are pretty sluggish from the growing masses of people all trying to be connected at the same time–go figure!),
We’ve heard the books have started shipping and we’ve received some copies of our own, so we felt it was time to share some of the praise and feedback that we’ve received:
“If Russ Unger and Carolyn Chandler were magicians, the Alliance would be after them for revealing their best secrets. Fortunately for you, they’re not. Russ and Carolyn have collected up sage wisdom previously only known to the most experienced UX project leaders and codified it for all to see. Now you can learn the secrets necessary to running great user experience projects.”
Jared M. Spool, CEO and founding principal of User Interface Engineering
“Is there one book that can tell you everything you need to know about designing user experiences? No. Is there a book that get you most of the way there? There is now. Carolyn and Russ have laid a solid foundation for planning and managing design projects. This is an essential handbook for anyone mired in the competing methodologies, the endless meetings, and all the moving parts of user experience design.”
Dan Brown, author of Communicating Design
“This book is a fantastic introduction to how to design great products for real people. But it covers much more than just design—it also includes all the things around design: managing projects, working with people, and communicating ideas. A great all-rounder.”
Donna Spencer, author of “Card Sorting: Designing Usable Categories”
“This is a practical, accessible, and very human guide to a very human activity: working together with people to make great things for other people.”
Steve Portigal, Portigal Consulting
“If you’ve heard of Wil Wheaton the author, you understand why I hold Russ Unger in such high regard. Russ’s experience and guidance was fundamental to the construction and design of Monolith Press, and he’s been one of the most valuable collaborators I’ve ever worked with.”
Wil Wheaton, author of Dancing Barefoot, Just a Geek, and The Happiest Days of our Lives
Some of the kindest and most generous words from people we genuinely respect. We hope you find the book a useful and valuable addition to your UX bookshelf!
On top of all of this wonderful praise, I was able to pass along a copy to Austin Govella, co-author of Information Architecture: Blueprints for the Web, 2nd Edition, with Christina Wodtke. Later in the evening, Austin sent me one of the best, most succinct direct messages I’ve ever received on Twitter:
The book is great.
I don’t believe Austin’s one to throw praise around willy-nilly… and I’m completely flattered that I got that message. Thanks, Austin!
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Your “Only Once” Is My 3-6 Times
Written by Russ on January 5, 2009 – 11:46 amToday, David Armano posted a link to the newly updated ESPN.com website on Twitter for people to share some opinions and feedback.
I went to the site and saw that, still, ESPN thinks it’s an okay idea to play–with the volume ON–video on their home page. Like most people in the same time zone as David, I’m at work, so I left the site rather quickly.
I let David know my experience and that I felt ESPN clearly is not speaking to their users, while people around me are chuckling at me for the burst of non-work-related audio coming from my workstation.
David’s response was, “It only happens once–refresh.”
(For the record, I’ve now seen it twice on the same computer and I’m not about to try and find out again, thanks, ESPN.)
It only happens once.
Is that the truth anymore?
I think it’s a lie. A lie we tell ourselves and we instantly believe without letting it really surface.
And we’re forgetting about the fact that many people (still awaiting on a number about the average numbers of computers per household in 2008 from ChaCha, but…) have more than one computer in their experience–particularly those who, you know, actually go to websites.
I have a laptop for work (PC). I have a personal laptop (MacBook). I have a desktop (iMac). I have a home server (PC). I have a laptop for my wife (NetBook). And, finally, I have a laptop for my 5yo daughter (PC).
At any point in time, I could be using ANY ONE of those computers. And each “first time” I’ll have to go through whatever interstitial garbage you put up to thrill and wow me with.
For me, that’s 3-6 different times, and that’s if you “Only Once” actually works.
Look, I’m a realist. I’m pretty certain that my numbers are a bit larger than the average household, but many households certainly DO have more than one computer within the realm of their “experience”, and it is something to consider.
Especially when your “Only Once” is not working.
Posted in Rant, Uncategorized, User Experience | 4 Comments »
Jesse James Garret – The Lost IDEA 2008 Interview
Written by Russ on December 25, 2008 – 9:52 amNote: This was originally slated to appear in Boxes & Arrows prior to the IDEA 2008 conference, however, due to the conference itself and a bunch of other events, it never ended up getting published. Jesse was kind enough to speak with me on the phone during his day–which not only floored me, but gave me an opportunity few of us can say that they’ve had the pleasure of doing.
There’s no good reason this should get lost in the ether, so without further delay…
Jesse James Garrett took time out of his busy schedule to–get this–do a live interview with me prior to his speaking engagement for IDEA. JJG shares his thoughts on inspiration, the future of IA and how fortunate he is to be surrounded by brilliant people.
RU: Where do you look for inspiration?
JJG: I’m really fortunate to be a part Adaptive Path because I’m surrounded by so many talented, interesting—and very curious—people. I’ve got this constant flow of “Hey did you see this thing?” and all kinds of unexpected shared inputs. The interesting thing with that is the crazy juxtapositions from where the really creative ideas come from.
RU: What’s your favorite way to communicate with people who aren’t in the same room with you?
JJG: I’m not a twitterer—I haven’t been able to integrate it into my habits and routines. It just hasn’t worked out for me.
There is synchronous and asynchronous communication—and I find that using the phone allows me to schedule time to complete a task. It ends up working better for me if I can put something in a calendar and dedicate time to it.
RU: Do you feel that Information Architecture has a future as a practice? Where do you perceive that it is falling short and/or where do you feel that the opportunities are?
JJG: I think IA does have a future as a practice—the future of IA may not look like the present or past of IA, but if IA is the practice of the structuring of information for human understanding, well that’s never going to go away.
I think that Information Architects have fallen in love with toolsets and they are identifying with the toolsets instead of identifying with the problem. It’s like the difference between being someone who uses a hammer and someone who is a carpenter. I think that Information Architects are in this place right now where if they look at a problem and they cannot solve it with the tools they have on-hand, they decide that it’s not their problem. This has caused them to cede a lot of work to Interaction Design.
The IA practice has calcified at a really astonishing rate. We’re looking at the 10th IA Summit around the corner in Spring, and already, IA practices are starting to become somewhat stagnate.
RU: At the IA Summit in Montreal, you gave some “marching orders” that, as IA, we should be setting an example. At the IA Summit in Miami, you encouraged young/new people to get it in gear and start putting presentations together—that all the others are making it up as they go. This may have come across as slightly humorous, but I’d say that’s because it’s true. Is there anything you would add or change to that?
JJG: We should be the people that people outside of this field turn to for advice, turn to for our expertise and our insight. The IA community has become so insular—and I think that’s what the original idea behind the IDEA conference was trying to dispel. We need to broaden the dialog and have IA take its place in part of the broader world.
RU: Last question. Let’s be honest, you’re “internet famous” and people get some online cred just by being associated with you or by being mentioned in anything you write and/or say. How has being a presenter and conference-attendee helped you improve upon your career?
JJG: The nice thing about being known is that people want to talk to me. They want to share their ideas with me and their work with me. I try to keep myself going creatively and keep the inputs constantly flowing. For me to have the opportunity travel all over the world and talk to people about their work, their challenges and the solutions they are creating is a constant source of inspiration to me.
I would suggest that people who are new to the field—as well as for anyone hoping for the advancement to the entire field—dialog with others is going to be the main driver, and conferences and speaking events are great opportunities for this.
About Jesse James Garret
Jesse James Garrett is co-founder and President of Adaptive Path, a product experience design firm based in San Francisco. Jesse’s tools and concepts have been published in more than a dozen languages and his book The Elements of User Experience is considered one of the seminal works on user-centered design. He is internationally recognized as a leading product experience thinker and has been featured in publications such as The New York Times, The Wall Street Journal and Business Week. In 2006, Jesse received WIRED Magazine’s Rave Award for Technology for coining the term Ajax.
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Behind on the Times & Things to Come
Written by Russ on October 19, 2008 – 6:53 pmAs blogs go, I’m woefully far behind on keeping up with mine. This is such a common mantra with blogs that I’m not surprised it’s happening to me, and I’m sure you’re not either.
In the past month or so, that Information Architecture Institute Board of Directors election-thingy happened, and I, through the gracious acts of kindness of many people, was voted to the Board.
There were a couple of weeks of transition, and the officers all began their new roles on October 1st. Of the “Open IAI” platform, myself and Livia Labate won. Matthew Milan, who I cannot express enough admiration and respect for, did not make it, but I have a feeling that this will not curb his ability to be an effective influence as the times move forward and people start to think a little more deeply about Information Architecture.
After a lot of shuffling the deck around, I landed into the role of Director of Events and Marketing, which is a really good fit. For a moment there, it seemed as if I might be president, which was a really cool thought, but the goals I would have wanted to achieve are still my goals. The goals for the Board of Directors are still theirs and think we have some really interesting and challenging times ahead of us.
As members of the IAI, I urge you to ask us the hard questions and press for the transparency that you deserve. I can assure you that it is on its way and that are steps being taken quickly to start engaging the members. Don’t be afraid to ask about the operations–you are members, after all, and you have a right to know what’s happening.
This isn’t me poo-pooing on anything, these are the same feelings that I had when running for the Board. The strangest thing I’ve seen to date is how this organizations runs its elections–it seems to me that people should run for positions, not for a seat on the Board and then have to figure out the roles later. I think that confuses things a bit and potentially has us stacked with a Board of people who could be perfect for 1 role but over-staffed in another.
And we’re working on that. It’s an interesting endeavor and it’s nice to have an Executive Director on staff who is helping us identify things that we need to work on.
We also had a very successful IDEA Conference in Chicago. We received some great, positive feedback, but we always want to hear more. There is always room for improvement, and we want to try and have the kind of insight that could make an IDEA 2009 even better than this one–and to be honest, Jorge Arango set the bar pretty damn high. Indeed.
I’ve been motoring through my book, with a tight schedule ahead. There are nearly 2 full chapters complete by me (and I’m starting on a third, quite literally, right now), as well as a couple more being completed by my co-author, Carolyn Chandler.
It’s busy, but we have focus, and I’ve made arrangements to make sure that this can happen and the book can be available for all the conference stops next year.
Which means that… With a little luck, I may be at SXSW, with a lot of luck at Interaction09, then the IA Summit in Memphis (potentially presenting and giving a couple of workshops on some key topics), and finally with a bit more luck, Voices That Matter in San Francisco in April of next year.
I’m not quite sure how I’m going to get to slow down once the book launches, with a schedule like that!
More than anything, I truly want to thank the community and my connections that I have made. There are so many people around me that allow me to be much smarter just by being able to pick their brains. The people that I’ve opend my home to, shared a cab with, shared a lunch with, or even shared a late night skype call honor me with their presence, and they definitely make me much more of the person that I want to be than I could ever hope to achieve on my own.
That, truly, is the beauty of being involved in social network. There’s not a currency that I can think of that is much greater than that.
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