March 19, 2004
Making User Scenarios
What are Scenarios?
Scenarios are communication tools based on story telling. They enable us to communicate information architecture strategies and design concepts to an audience in a non-technical way. There are various kinds of scenarios: Conceptual Scenarios; Interaction Scenarios (includes ‘Perfect’ Scenarios); Problem (usability) Scenarios.
When are they appropriate?
They can be used to sell a new idea or to illustrate a problem with a current proposition. Use them to sell the idea of a brand new concept through basing its use in a familiar context (e.g. Sally uses her new telly-phone on the bus on the way to school to watch her favourite cartoons). Or use them to illustrate the subtle differences of an improvement to an existing system (e.g. Sally’s mobile has ‘auto display and scrolling txt’ so that she can immediately see the text messages she frequently gets from her mate Jen. This is really handy in class when she can’t be seen to be playing with her phone. One hands-free glance is enough for her to see what Jen’s said). They can also be appropriate for illustrating the impact of a usability flaw in an existing system.
What problems does this method solve?
Where it is difficult to convey the vision for an interaction or system, Scenarios enable us to communicate strategy and design concepts in the familiar format of a story. They add realism to abstract ideas through illustrating context of use. Scenarios are a great way to enthuse an audience about an idea.
They are also good for highlighting the severity of a problem when user testing is not feasible. This type of scenario is different from an expert evaluation because they place the problem in the context of how this affects the user (e.g. Sally didn’t see the error message and was caught in an endless loop which frustrated her so that she bashed her keyboard and broke the ‘F’ key).
At which internal audience are they aimed?
Scenarios are great for all internal audiences as they create a clear picture of a concept, problem or end goal. They are primarily used to communicate with non-technical folk because they do not involve abstract constructs such as information hierarchies or data models that tend to scare those who do not fully understand them.
What is the deliverable?
As is with most user experience design tools, Scenarios can take a number of forms. Essentially they are a story, so whether you use a comic book style, or a written account is a matter of preference, suitability for the primary audience and purpose. The best scenarios will incorporate some kind of representation of the protagonist, to allow the audience to associate better with the consumer of the product or feature you are illustrating with the scenario. Problem Scenarios should document how the system could be improved.
How can it help me design a solution?
Scenarios can act as a mission statement, or vision to which the team can work. They can hint directly at content, features, interactions and/or at a general feeling or experience. Problem Scenarios will directly outline the area of concern and its effects on the user.
Use ‘Perfect Scenarios’ to outline the best way the system should be designed without the constraints of reality. This kind of extreme optimism makes a very useful starting point for conversation and brainstorming the best possible compromise. Use them in conjunction with Personas to really add weight to how your target audience could be or is currently using your product.
When do I use it in the development process?
They can be used throughout the understanding and conceptual development phases. Use Conceptual Scenarios before it’s too late for new ideas. Use Interaction scenarios as a basis for beginning work on Use Cases.
How many people are needed and from which disciplines?
They can be used throughout the understanding and conceptual development phases. If they are written, someone with a grasp of the English language and writing should do it. Good stories are written succinctly but touch on the essential points that illustrate the important areas of the concept. Sometimes it’s useful to accompany a written scenario with a storyboard, so someone who can visualise ideas is very helpful at these times. Whether you do this as a solitary exercise or a group session is up to you. Group sessions usually ensure better buy in, but less concise results. Do it with creative people who are open to the process. User empathy is a must for Problem Scenarios and someone who is in contact with users regularly can better visualise how users will react to usability flaws.
Method instructions
Time to do
Preparation: 5 mins to psyche yourself up, collect previous notes, relevant ideas in your head and find some paper and a pen. One hour to get markers, flipcharts and supporting material to ‘set the scene’ for session participants and set an agenda.
Do: 1/4 – 4 hours each scenario depending on whether you bosh out a paragraph or run a facilitated group session and make pictures and stuff afterward.
How To
1. You will need to know the basic tasks a user requires of the system before you start. You can use Interviews, Contextual Inquiry, Ethnography or Task Analysis to inform you, or even just a great idea (just be sure it is truly *great* and not a magnificent wank). You also need to know the context in which users will use the product.
2. Describe as succinctly as possible the interaction that needs to take place. This can be fairly vague or it can be specific depending on the purpose of doing the scenario. Include references to cultural or attitudinal issues as this helps build context but only refer to technology where it poses a significant design constraint (e.g. Robert hates computers and has a Pentium 1 and 28k modem, therefore the internet is a slow, painful experience for him…)
3. Write up the scenario in a format that can be shared. Spice it up with illustrations if you wish and where possible include a picture of the protagonist to help the audience visualise the story. Then distribute to the team.
Method tips
- Make sure that the scenario includes how a user is accessing the product (environment), the feature you are trying to illustrate, how they use it and illustrates why it’s good or bad.
- Make the story succinct and engaging. You need to hold the reader/viewer’s attention and capture their imagination.
- Sometimes it is useful to include the emotional state of the protagonist.
- Use Personas as the protagonist to verify that the feature or product satisfies the target audience. Do three or four scenarios per Persona.
- As with Personas, it is important that the scenario is believable for maximum effectiveness. Make them at least a little messy, because life isn’t perfect.
Common pitfalls
- Don’t try and convert the sceptics with a facilitated session, as their scepticism will throw you off and corrupt the believers.
- Scenarios are too far-fetched and thus lose their impact.
- Scenarios are too detailed, laborious or digress and therefore are not engaging
Related methods
Before: Personas, Task Analysis, Contextual Enquiry, Ethnography, Brainstorming
After: Architectural Diagrams, Flow Diagrams, Use Cases, Wireframes.