UX Research for Live Products

User Experience Researchfor live productsDave Hora@stonecrops_

Originatehttp://www.originate.com

24 Jan. ‘15 Dave Hora UX Research for Live Products ConveyUX 2015

Intro & Audience & Goals ~3min

Exciting Theory, Provocation ~12mins

Practical First Steps for Research ~25mins

Questions

Agenda


design

24 Jan. ‘15 Dave Hora UX Research for Live Products ConveyUX 2015“Joe” and “josephine” in The Measure of Man posters, authored by Henry Dreyfuss, designed by Alvin R. Tilley, 1969 (Cooper-Hewitt, Smithsonian Design Museum; Photography: Matt Flynn)

“Joe” and “Josephine”

24 Jan. ‘15 Dave Hora UX Research for Live Products ConveyUX 2015http://lyric.honeywell.com/innovation/


What’s different about Dreyfuss’ designs, and what we do now?


design outputs, systems complexity


We design activities for people. This is the key to effective research & design for today’s digital products.


user experience


“I invented the term because I thought human interface and usability were too narrow. ...since then the term has spread widely, so much so that it is starting to lose its meaning.”

—Donald Norman

http://www.adaptivepath.com/ideas/e000862/


UX as emergent phenomenon


research


So, what must you consider to design for Joe and Josphine?


it’s probably not body measurementshint:


intentions

goals

mental models

environments

contexts

activities

behaviorsmotivations

interactions

tensions


stories intentions

goals

mental models

environments

contexts

activities

behaviorsmotivations

interactions

tensions


Watch people

Listen to people

Talk to people

Inputs:Create design tools

Focus & align teams

Identify problems

Suggest direction

Validate decisions

Outputs:


Good design has always respected humans

UX: kind of a failure

Activities, stories

Pause...


ux researchfor live products

narrowing in on

Schedule 5 users.

Listen to their stories

Watch them use your product.

Enroll your organization.


What people do

Why, where, how

How they think about it

What they’re trying to get out of it

You need to learn:


This is not market research.

It’s qualitative, behavioral.

“WHY” over what.

Actions over attitudes.


Start with our Example Application

Study Planning Meeting

Goals & Outputs Get team excited for research

Coordinate roles, responsibilities

Set dry-run date and test dates

Begin work


Goals & Outputs

Participants

Designers

Product managers

Engineer(s)

Marketing / Analytics


Goals & Outputs

Participants

Decisions

Scheduling

Study Roles

Recruiting

Compensation


Goals & Outputs

Participants

Decisions

Responsibilities

Book locations

Inform larger team

Prepare compensation

Equipment & setup

Script & task development


Rules: GeneralYou, the interviewer, are the “expert” on interviewing

Moderator control: set session expectations up front

Involve as much of your team as possible

Don’t try to present your solutions, or ideas

Research Sessions

Setup (ahead of time) Room

Recording

Tasks

Compensation

Coffee / Water / Soda

Research Sessions

Setup (ahead of time)

Introductions & Forms (5 minutes)

Get Comfortable

Session Overview

Informed Consent

Questions

Research Sessions



Story Interview (20 - 25 minutes)

Tell me about the last time...

Research Sessions




Product Think-Aloud (20 - 25 minutes)

Introduce Think-Aloud

Deliver tasks

Probe on interesting areas

Research Sessions




Product Think-Aloud (20 - 25 minutes)

Debrief & Compensation (5 - 10 minutes)

Key follow-ups

Compensation

Retrospective

(Post-facto topline)


Rules: Story InterviewDon’t focus on your product, find the larger activity

Get concrete, specific past stories

Ask for details with open-ended questions

24 Jan. ‘15 Dave Hora UX Research for Live Products ConveyUX 2015http://commons.wikimedia.org/wiki/File:Mary_S_Young_soccer_fields_P1366.jpeg


Rules: Product Think-AloudHave pre-defined tasks, but adapt to users’ stories

Jot down follow-up questions instead of breaking flow

Never, ever, ask if they like your product

24 Jan. ‘15 Dave Hora UX Research for Live Products ConveyUX 2015http://images.lowes.com/product/converted/081099/081099000058.jpg

Study Debrief Workshop

Goals & Outputs Review topline notes

Uncover emergent themes

Determine how to address themes

Plan organizational enrollment


Goals & Outputs

Participants

Moderator

Note-takers

Observers

Initial Stakeholders


Goals & Outputs

Participants

Activities

Crawling notes

Affinity diagram

Grouping & themes

Action items


Goals & Outputs

Participants

Activities

Responsibilities

Per-item actions

Cut short highlights

Report / summary

Manage & secure data


Your users are experts on using your product

Find users, listen to them, talk about what you’ve heard

Real user insight aligns and inspires teams, drives product

Start small: use this framework to get moving

A final note:


Notable figures:Steve Portigal - Interviewing UsersIndi Young - Mental Models, Practical EmpathyAlan Cooper - Inmates, About FaceKim Goodwin - Designing for the Digital AgeErika Hall - Just Enough ResearchDana Chisnell - Handbook of Usability TestingWhitney Quesenbery - Storytelling for User Experience

User Experience Researchfor live products

Dave Hora@[email protected]

Originatehttp://www.originate.com

Resourceshttp://goo.gl/v5RB73

http://goo.gl/v5RB73