JANUARY 2016

USER RESEARCH

WE ARE THE DIGITAL AND DESIGN COMPANY FOR PUBLIC SERVICES.

United Kingdom

Surrey Staffordshire Wakefield Bolton Bristol West Sussex Wigan York Islington Barnet Homes Somerset Tameside Dorset Essex Camden

Australia

Municipal Association of Victoria Family and Community Services, New South Wales

Selected clients

Our team

Design and user research go hand in hand

User research + Data analysis + Horizon scanning + Organisational drivers

Viability

Does it meet the organisations needs?

How to develop good services and products?

FeasibilityCan we do this?

DesirabilityDo users want this?

How to develop good services and products?

Viability

Does it meet the organisations needs?

FeasibilityCan we do this?

The design process

If you asked a designer

DISCOVER DEFINE DEVELOP DELIVER

Speak to members of the public and professionals to understand what their needs are.

Based on the gained insights, define the problem you want to focus on solving.

Develop ideas & prototypes which respond to existing user needs in collaboration with service users.

Implement a pilot version to learn from before thinking of scaling.

What is user research?

What is user research?

Speaking to users to identify their needs

Why do user research?

• It creates empathy. • It helps to understand the

problem we are trying to solve so we don’t spend time solving the wrong problem.

TEXT

HOW IT FITS IN WITH THE RESTISN’T THAT EXPENSIVE?

ITS LESS EXPENSIVE THAN CREATING SOMETHING PEOPLE DON’T WANT OR CAN’T USE.

User research means asking questions like….

Describe a typical week How did it feel when… What does ‘me time’ mean to you? How do you feel about change? When do you feel healthy?

It’s not feedback or a consultation It’s not quantitative

User research

Who is this user?

• male • born 1948 • raised in Great Britain • married • successful • wealthy • two children • likes dogs and holidays in the Alps

Source: This is Service Design Thinking. Stickdorn & Schneider, 2010

Market Research

What people say What people will buy Large sample sizes Broad insights

User Research

What people do How people use a product / service Small sample sizes Deep, focused insight

What does user research look like?

Guerrilla style

Over the phone/remote

Ethnographic research to understand citizens

Ethnographic research

What people say and do is different

Shadowing service providers

Diary studies

Making sense of what we hear, see and learn about users

Understanding the problem: analysing and interpreting user research

TEXT

HOW IT FITS IN WITH THE RESTBEXLEY SEN USER RESEARCH

Bexley SEN User Research

Choosing our users

FOR GREAT IDEAS GO DEEP – NOT WIDE

!

Bexley SEN User Research

Defining our questions

Things we want to know:

•Appetite for independence •Barriers and enablers to becoming more independent

•Relationship to council and other services

Bexley SEN User Research

Planning how to capture research

Bexley SEN User Research

Conducting research

Paired researchers 1 hour interviews People’s homes

Bexley SEN User Research

Analysing and pulling out insights

Bexley SEN User Research

Analysing and pulling out insights

Bexley SEN User Research

Present findings meaningfully

Process

1. Choose your users

2. Define your questions

3. Plan how to capture research

4. Conduct

5. Analyse and pull out insights

6. Present findings meaningfully

TEXT

HOW IT FITS IN WITH THE RESTLETS TRY IT OUT NOW!

TEXT

HOW IT FITS IN WITH THE RESTHOW CAN WE IMPROVE PEOPLE’S JOURNEYS INTO WORK?

1. Get into pairs

2. Work together and note down

what you want to find out from

another pair

3. Carry out your research on

another pair for 5 mins, and

then swap for another 5 mins

4. Share your findings with the

room

Now

5 mins

10 mins

15 mins

The 5 things we want to find out The questions we’ll ask to find these things out

1

2

3

4

5

E.g people’s normal routines E.g How did you get to work today?

TEXT

HOW IT FITS IN WITH THE RESTRESOURCESEthnography https://www.gov.uk/service-manual/user-centred-design/user-research/ethnographic-research.html

Video ethnography http://designingwithpeople.rca.ac.uk/methods/video-ethnography

Empathy mapping https://dschool.stanford.edu/wp-content/themes/dschool/method-cards/empathy-map.pdf

Service Safari https://www.hvcollege.com/documents/technology/ServiceSafariActivity.pdf

Contextual interviews http://www.usability.gov/how-to-and-tools/methods/contextual-interview.html

Shadowing http://designresearchtechniques.com/casestudies/shadowing/

Diary studies http://www.eriontheinterweb.com/2011/07/the-dos-and-donts-of-diary-studies/

Consent forms http://www.gre.ac.uk/research/rec/participant-consent-form