User Research - the good, the ok, and the 'Meh', or How to Stop Wasting your Users' Time

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User Research - the good, the ok, and the 'Meh', or How to Stop Wasting your Users' Time by Mind Map: User Research - the good, the ok, and the 'Meh', or How to Stop Wasting your Users' Time

1. You have a finite # of customers/users

1.1. make the most of their time

1.2. polite / considerate

1.3. honest feedback doesn't come from an annoyed user

1.4. silent phone / turn watch off

1.5. be on time

1.6. when a question is asked that you can't answer, write it down and answer later

2. Presenter

2.1. Jeanne Petty

2.2. Union Pacific

3. Why do it

3.1. Reduce risk

3.1.1. uncover unmet needs

3.1.2. earlier in the process

4. Have a Purpose

4.1. don't do user research for the sake of user research

4.2. have a good elevator pitch for the user to explain why their time is valued and how we will make use of the results

5. Be a chameleon

5.1. match the tone of the user

5.1.1. empathetic interviewing

5.2. if overly formal will alienate them, make it more laid back

5.3. realize how your presence changes their behavior

5.3.1. find ways to get them to feel comfortable

5.4. Often, participants want to just chat

5.4.1. let them get it out, but refocus them back

6. Ask Dumb Questions

6.1. Don't be embarrassed

6.2. If you seem like you know so much, participants will skip over really useful and valid information because they assume you know it

6.3. But not too dumb

6.3.1. learn some lingo, acronyms

6.3.2. to the point where you aren't frustrating

7. Don't Defend the System

7.1. Software Stockholm syndrome

7.2. Goal is to learn.

7.3. Let them struggle and see what happens

7.4. At the end maybe show tips

7.4.1. maybe later email them tips, which takes away from this authoritative solution's relationship, it's just "I found this"

8. Don't Punish User's

8.1. User anonymity

8.1.1. take names out of it so they don't get in trouble

8.1.2. also encourages honest interactions

8.2. User's are not designers - but listen to them anyways

8.2.1. If designing is happening

8.2.1.1. ask "why"

8.2.1.2. understand the why behind all of these suggestions

9. Cultural Relativism

9.1. Viewing or judging societies by it's own rules, not by your rules

10. Research Techniques

10.1. Contextual Inquiry

10.1.1. "What what users do, not what they say"

10.1.1.1. Jakob Neilsen

10.1.2. "The complexity of work is overwhelming, so people oversimplify"

10.1.2.1. Beyer and Holtzblatt

10.1.3. In CONTEXT

10.1.3.1. not in a conference room, or with a group of people

10.1.3.2. explain again why in context, and ask to be able to observe them really working

10.1.4. 2 People

10.1.4.1. 1 to take notes

10.1.4.1.1. really silent, don't cause back and forth

10.1.4.2. 1 running with things

10.1.5. Probing Questions

10.1.5.1. But don't completely distract

10.1.6. Gets the most out of the time you spend with users

10.1.7. Involves a lot of analysis

10.1.7.1. Every 1 hour spent with a user

10.1.7.1.1. expect to spend about 2-3 hours on analysis

10.1.8. Artifacts

10.1.8.1. Things that people create, modify, or use in order to help get their work done

10.1.8.2. Examples:

10.1.8.2.1. a post-it with TLA's used

10.1.8.2.2. Printout of a form with notes added

10.1.8.2.3. find out: why is this artifact important? What's it used for?

10.1.9. Analysis

10.1.9.1. Affinity Diagrams

10.1.9.1.1. Re-write notes onto post-its

10.1.9.1.2. Categorize

10.1.9.1.3. Feature Parking Lot

10.1.9.2. Flow Model

10.1.9.2.1. What systems and people does this user depend on, assist, and work wtih

10.1.9.2.2. Where does collaboration adn coordination happen?

10.1.9.2.3. What responsibilities do they have?

10.1.9.2.4. Locations where things happen, artifacts and systems

10.1.9.2.5. Direction of information movement

10.1.9.3. Sequence Model

10.1.9.3.1. Triggers

10.1.9.3.2. Intents

10.1.9.3.3. Hesitations and Errors

10.1.9.3.4. Sequence of Steps

10.1.9.3.5. Tips

10.2. User Interviews

10.2.1. Retrospectively

10.2.2. Best done in person

10.2.2.1. body language, facial expressions

10.2.3. Use open ended questions

10.2.4. Avoid leading questions

10.2.5. Don't Ask

10.2.5.1. Would you use X

10.2.5.1.1. instead

10.2.5.2. they will always say yes

10.3. Surveys

10.3.1. Great for reaching a lot of users

10.3.2. cheap and easy

10.3.3. best used in conjunction with other approaches

10.3.4. leads to unreliable data if not designed by an expert

10.4. Focus Groups

10.4.1. Just, no

10.4.2. often misused

10.4.3. not a replacement for usability testing

10.4.4. encourages groupthink