A Peek Inside our UX Process

As we continue to build CrowdSync, we’re constantly needing to come up with solutions for design problems that crop up. When we think of (or discover via customer research) a new feature, we need to figure out the best way to drop it into the app so it’s easy to use and understand.

Since this is a process that nearly everyone building products goes through, we thought we’d give a glimpse into how this process works for us, in case you want to steal parts of it for your own projects.

The Brief

Every problem starts with, well, a problem. We don’t typically write this out longhand, it’s generally a Slack conversation to the effect of:

So, we probably need a way for people to create a form to collect information, then define the email that sends it out. Thinking we might be able to do this as a wizard, or maybe a set of panels that collapse. Thoughts?

We try to keep this pretty fluid, going back and forth on what the key requirements might be, the key constraints (“We can’t really do X, since we’re using the lefthand side of the screen for Y”), and coming to some preliminary ideas.

Our mantra is to get things into code as quickly as we can, so we see how they work, so we don’t spend much time here. A conversation on Slack for 5 minutes, and one of us is off to the races to start to dig into solutions.

Volume and Flow Studies

I (Justin) have been doing UX fulltime for around a decade or so, and I’ve developed a process by which I tend to break down UX problems. First, the brief, as mentioned above. This will generally also include any customer feedback we’ve gathered, which manifest as requirements or constraints.

Next up are flow and volume studies. These tend to come out of my experience in architecture school, where designing buildings was similar to designing interactive experiences.

First, we’ll outline the overall experience with rough flows:

flow sketch

We’re not trying to create art here. We’re trying to think on paper as quickly as possible, to understand the full end-to-end experience of using this feature. This is fast and furious, sketching quick thumbnails to think through movement, focusing less on how screens are designed, and more on how the entire experience weaves together.

Next up are volume studies. This, again, stems from my time in architecture school, where we’d work with blocks of foam or wood to create abstract volume studies of space. I find this great to do with UI, as it helps to think about hierarchy and movement within a single space (read: screen). This starts to help me think about how a user moves through the page, where key areas of interest might be, and how we might structure a narrative to be easy to understand.

Here’s what they typically look like:

volume studies for UI

Again, not art, but thinking. I’ll try to create a handful of these, sometimes 3-4, or up to a dozen, depending on the complexity of the task. The goal here is to allow myself to bring new conceptual and strategic ideas into the fold, before I let the details get in the way.

More Detail and Thumbnail Layouts

Flow and volume studies typically take 15-20 minutes of exploration, and give me the groundwork for ways to start to structure the experience. With that intact, it’s time to jump into some screen level details at a high level.

Here, I’m starting to block out areas of the interface that I know will be required, again, not paying much attention to high-fidelity detail, but capturing the key content and interaction areas:

thumbnail UI sketches

These, combined with the previous sketches I’ve done, start to paint a pretty vivid picture in my head about how a user might move through this experience. I can start to weigh specific UI elements (“Hmmm, a wizard would give us this advantage, but collapsible panels let us do this”), and think through the tradeoffs we’ll inevitably have to make.

Like the volume studies above, I try to go for quantity with thumbnails. As a rule, I never only sketch one concept, and in fact, I’d argue that I never sketch less than 3 ideas. Because they’re small, quick and lacking much detail, it’s fast to go through these ideas, and the lack of detail gives you permission to throw the bad ones away, since you haven’t spent so much time on them (see our post about sunk costs when dealing with features, and you’ll know why it’s important not to get wedded to certain ideas too early).

Another thing about volume: sometimes your first idea is the right idea, but oftentimes, it’s not. Often, you’ll combine several ideas into the right solution, making the number of ideas critical to helping get to better solutions.

If I can give you one piece of advice when designing something, don’t design one solution and be done. Consider different approaches, then converge to the right one.

Selecting and Refining

Once we’ve done the thumbnail sketches, it’s usually time to start talking through it with the team. We’ll toss the sketches in Slack, and discuss the relative merits of each one, eventually coming together on what we think is probably the best approach.

This kind of collaboration is important, because we can socialize these early ideas with areas of the company that might affect implementation (“Oh, that idea you have there, going to be hard due to X, Y, Z limitations. Maybe we can do this instead…”).

Once that’s done, it’s onto final sketches:

detailed UI sketch

As you can see, still not high artwork! Again, we’re not striving to make artifacts for the sake of artifacts, we’re trying to think on paper before jumping into the code.

Once we’ve got this level of detail in place, it’s generally time to jump into the editor (we love Vim at CrowdSync), and start to build things out. Rarely do we find the need to formally wireframe or comp out these interfaces, unless there are highly complex issues that we need to see at a detail level before committing the time to prototyping them.

From Here to Launch

The rest of this process is pretty straightforward. Develop a prototype of the feature on a branch (quickly, within a day or so if possible), show it to the team, show it to some users, get feedback, and iterate. Polish things up, kick it to production, and onto the next one!

Do you have any UX tricks in your process? Any special things you like to do to think through new features? Leave em in the comments!

Next issue!

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