Commit c6fbc1a0 authored by Valerie Karnes's avatar Valerie Karnes

Merge branch 'experience-baseline-recommendations' into 'master'

Experience baseline recommendations

See merge request !21667
parents 1d7eaaff db17c484
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in 63 minutes and 2 seconds
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layout: markdown_page
title: "Experience Baselines and Recommendations"
---
## Experience Baselines and Recommendations
As UX practitioners, we must think strategically about fixing usability challenges within the GitLab product.
Creating an Experience Baseline with associated Recommendations enables us to *identify, scope, and track* the effort of addressing usability concerns within a specific workflow. When it's complete, we have the information required to collaborate with Product Managers on grouping fixes into meaningful iterations and prioritizing UX-related issues.
### Part 1: Experience Baseline
1. Work with your Product Manager to identify the top 3-5 tasks (in frequency or importance) for users of your stage group. Ideally, you will base this task list on user research (analytics or qualitative findings).
1. Write each task as a "Job to Be Done" (JTBD) using the standard format: When (situation), I want to (motivation), so I can (expected outcome).
1. Create an epic for each JTBD.
1. Document the current experience of the JTBD, as if you are the user. Capture the screens and jot down observations. Also, apply the following **Emotional Grading Scale** to document how a user likely feels at each step of the workflow. Add this documentation to the epic's description.
- **Positive:** The user’s experience included a pleasant surprise—something they were not expecting to see. The user enjoyed the experience on the screen and could complete the task, effortlessly moving forward without having to stop and reassess their workflow. *Emotion(s): Happy, Motivated, Possibly Surprised*
- **Neutral:** The user’s expectations were met. Each action provided the basic expected response from the UI, so that the user could complete the task and move forward. *Emotion(s): Indifferent*
- **Negative:** The user did not receive the results they were expecting. There may be bugs, roadblocks, or confusion about what to click on that prevents the user from completing the task. Maybe they even needed to find an alternative method to achieve their goal. *Emotion(s): Angry, Frustrated, Confused, Annoyed*
1. Use the [Grading Rubric](#grading-rubric) below to provide an overall measurement that becomes the **Benchmark Score** for the experience, and add it to the epic's description.
1. Once you’re clear about the user’s path, create a clickthrough video that walks through the experience and includes narration of the Emotional Grading Scale and Benchmark Score.
1. Post your video to the [GitLab Unfiltered YouTube](https://www.youtube.com/channel/UCMtZ0sc1HHNtGGWZFDRTh5A) channel, and link to it from the epic's description.
1. If your JTBD spans more than one stage group, that’s great! Review your JTBD with a designer from that stage group for accuracy.
1. Create an issue to revisit the same JTBD the following quarter to see if we have made improvements. We will use the grades to monitor progress toward improving the overall quality of our user experience.
### Part 2: Experience Recommendations
1. After completing the Experience Baseline for a task, brainstorm opportunities to fix or improve areas of the experience.
Use the findings from the Emotional Grading scale to determine areas of immediate focus. For example, if parts of the experience received a “Negative” Emotional Grade, consider addressing those first.
1. Create an issue for each recommendation and link them to the JTBD epic.
1. Think iteratively, and create dependencies where appropriate, remembering that sometimes the order of what we release is just as important as what we release.
If you need to break recommendations into phases or over multiple milestones, create multiple epics and use the [Category Maturity Definitions](https://about.gitlab.com/handbook/product/categories/maturity/) in the title of each epic: **Minimal, Viable, Complete, or Lovable**.
### Grading Rubric
**A (High Quality/Exceeds):** Workflow is smooth and painless. Clear path to reach goal. Creates “Wow” moments due to the process being so easy. User would not hesitate to go through the process again.
- Frustration: *Minimal to none*
- Task Completion: *Successful*
- Steps to Accomplish Task: *Minimal*
**B (Meets Expectations)** Workflow meets expectations but does not exceed user needs. User is able to reach the goal and complete the task. Less likely to abandon.
- Frustration: *Low*
- Task Completion: *Successful*
- Steps to Complete Task: *Minimal*
**C (Average)** Workflow needs improvement, but user can still finish completing the task. It usually takes longer to complete the task than it should. User may abandon the process or try again later. <br>
- Frustration: *Medium*
- Task Completion: *Successful but with unnecessary steps*
- Steps to Complete Task: *Average complexity*
**D (Presentable)** Workflow has clear issues and should have not gone into production without more thought and testing. User may or may not be able to complete the task. High risk of abandonment.
- Frustration: *High*
- Task Completion: *Unlikely, but there may be a chance that there is completion*
- Steps to Complete Task: *Excessive*
**F (Poor)** Workflow leaves user confused and with no direction of where to go next. Can sometimes cause the user to go around in circles or reach a dead end. Very high risk of abandonment, and user will most likely seek other methods to complete the task. <br>
- Frustration: *Very High*
- Task Completion: *Very Unlikely*
- Steps to Complete Task: *Lacking*
......@@ -80,6 +80,9 @@ Though we structure our work around individual stages of the product (Plan, Mana
It is the responsibiliy of each UX Designer to understand how users may flow in and out of their area of focus.
**Experience Baselines and Recommendations** <br>
Designers use [Experience Baselines](https://about.gitlab.com/handbook/engineering/ux/experience-baseline-recommendations) to benchmark common user tasks. In many cases, tasks involve multiple stages of the product, giving designers visibility into how users traverse across stages. Designers follow with [Experience Recommendations](https://about.gitlab.com/handbook/engineering/ux/experience-baseline-recommendations) for how to improve the experience in upcoming milestones.
### Stable Counterparts
Every UX Designer and UX Researcher is aligned with a PM. The UXer is responsible for the same features their PM oversees. UXers work alongside PMs and engineering at each stage of the process&mdash;planning, discovery, implementation, and further iteration. The area a UXer is responsible for is part of their title, e.g. "UX Designer, Plan." You can see which area of the product each UX Designer is aligned with in the [team org chart](/company/team/org-chart/).
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