Resources

Toolkit

New methods and models created by IBMers, for IBMers.

Method 1

We frame our products and services within the six universal experiences to improve the way people work. Your user will flow through these experiences whether you explictly design for them or not. The IBM Experience Analysis method is loosely based on the principles of a heuristic evaluation but also combines other methods that involve direct user interaction. This examination involves two main activites: a group assessment followed by a user assessment.

1.1 Group Assessment

The group assessment begins with the Guide, or design researchers, inspecting your offering within each experience based on the criteria outlined below. Have each Guide conduct their own examination separately. We recommend that each examiner spend at least a few hours evaluating each experience. If domain expertise is needed to conduct the inspection, bring in an Explorer who has it. After this initial exmaination is complete, the Guide will combine the individual results into a single group assessment. The Guide will then document these intial findings and assumptions.

1.2 User Assessment

These group assessment assumptions and hypotheses, still need to be confirmed or rejected with a user assessment. There are many methods a Guide could use to conduct the user assessment portion of the analysis, such as a contextual inquiry, series of user interviews, or prototype testing. Use the method that makes sense for your offering and context of your project.

Experiences criteria

In both portions of the IBM Experiences Analysis inspect each experience as it relates to the offering. Rely on your Guide to help you compare your offering’s experiences against the criteria. While these heuristics are visionary, they will help you use the IBM universal experiences in an actionable way. Your team should add more specific criteria where appropriate. We recommend conducting an IBM Experiences Analysis whenever you complete a Hill as a way to continually measure your experiences.

The number one

Discover, try and buy

Meet users where they are. Show, don’t tell. Create a seamless transition from “try” to “buy.”

  • The offering’s omni-channel experience provides consistent and integrated messaging.
  • The offering provides a differentiating value proposition.
  • Users can try the offering and get value from this use before they commit to purchasing.
  • Users feel satisfied with their purchase.
The number two

Get started

Invite users in and show them what they can do.

  • The offering creates a lasting impression.
  • Users can get working fast and receive personally revelant ways to get value from the offering.
  • Users can save time, attention, hassle or other resources by using your offering.
The number three

Everyday use

Users should get personal value every time they interact with your product.

  • The offering allows users to pick up right where they left off.
  • The offering motivates the user to perform appropriate actions.
  • Users immediately understand the usefulness of the offering.
  • Users get a sense of accomplishment and feel proud of their work.
The number four

Manage and upgrade

Upkeep and receiving the newest improvements should be as elegant and predictable as using the product every day.

  • The offering provides clear feedback systems with timely notifications.
  • User involvement and disruption during an upgrade process in minimized and the offering even performs upgrades automatically when appropriate.
  • The offering migrates data seamlessly and with perfect integrity.
  • Uses feel satisfied with the offering’s upgrade.
The number five

Leverage and extend

Everything wants to be mashed up. Each part of your offering should be available as an API.

  • The offering’s API’s and SDK’s are clearly and completely documented, informed by the most common use cases and simple enough to start using quickly.
  • Users can easily picture how discrete capabilities within the offering can be recombined.
  • Users can take the information they use on the offering and make use of it in the other places.
The number six

Get support

Support users in the ways they want to get help. Expand their knowledge and encourage them to share it.

  • The offering provides proactive support across each of the five previous experiences.
  • The offering provides proactive support across each of the five previous experiences.
  • The offering helps users avoid mistakes rather than waiting for an error to occur.
  • The offering speaks the same language at its users, using plain or techincal talk as appropriate.