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Lior Smith @liorsmith Rainmaker
HS2 IT USER RESEARCH PROJECTLUDDITES WON’T LET ME SKYPE IN
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
HELLO
• the project• the engaging techniques• measures of project success
Lior Smith @liorsmith Rainmaker
10 WEEK USER RESEARCH PROJECT
• broad and shallow
• understand IT users across the organisation
• learn• make it stick
Lior Smith @liorsmith Rainmaker
“IF YOU DON’T KNOW WHAT THE USER NEEDS ARE, YOU WON’T BUILD THE RIGHT THING. DO RESEARCH, ANALYSE DATA, TALK TO USERS. DON’T MAKE ASSUMPTIONS.”
Lior Smith @liorsmith Rainmaker
WORKING OUT LOUDINVOLVE STAKEHOLDERS EVERY STEP OF THE WAY
PROJECT WALL
WEEKLY SHOW & TELLS
Lior Smith @liorsmith Rainmaker
WEEKLY SHOW & TELL
• useful critique can come from anyone
• even one attendee will lead to opportunities
• staff feel heard and valued• even people that don’t come
appriciate that we are reaching out
Lior Smith @liorsmith Rainmaker
INVOLVING BUSINESS ANALYSTS IN RESEARCH
Lior Smith @liorsmith Rainmaker
ON THE PROJECT WALLDESIGN RESEARCH
Lior Smith @liorsmith Rainmaker
ON THE PROJECT WALLQUICK & DIRTY HAND DRAWING STUFF
Lior Smith @liorsmith Rainmaker
ON THE PROJECT WALLREFINED BRIEF 1/4 WAY THROUGH
Lior Smith @liorsmith Rainmaker
REPRESENTATIVE SAMPLING PAPER DIAGRAM
• getting spread in directorates was a hot topic
• working out loud• easy to stay on track
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
POP UP INTERVIEWS
WE JUST ROCKED UP... SO WE CONNECTED WITH PEOPLE RANDOMLY
Lior Smith @liorsmith Rainmaker
‘GUERILLA’ OR...POP UP INTERVIEWS
Lior Smith @liorsmith Rainmaker
WHY DO POP UP INTERVIEWS
• lots of people, quickly• broad and shallow• quick impressions pointing to
top of mind issues for further research
• see people in their normal environments
• contact with people we wouldn’t have access to otherwise
Lior Smith @liorsmith Rainmaker
WE GOT AWAY WITH...GETTING EVERYONE TO DRAW AS AN ICEBREAKER
Where I work
Phone number
My ideas for improving HS2 with technology
A picture of me
Email address
Three words to describe my personality
Name
My role is... What fires me up at work
This seems to take too long at work
The number one thing I would change about HS2 if I could
HS2 IT is about driving change by helping you to work better.We are conducting research so that the IT team can deeply understand who is using the IT systems. By finding out about what you need to do your job well, we can strategise to give you the technology you need now and in the future.
Yes, I would like to be contacted to tell you more about what I need at work, and my ideas about the digital future of HS2
Where I work
Phone number
My ideas for improving HS2 with technology
A picture of me
Email address
Three words to describe my personality
Name
My role is... What fires me up at work
This seems to take too long at work
The number one thing I would change about HS2 if I could
HS2 IT is about driving change by helping you to work better.We are conducting research so that the IT team can deeply understand who is using the IT systems. By finding out about what you need to do your job well, we can strategise to give you the technology you need now and in the future.
Yes, I would like to be contacted to tell you more about what I need at work, and my ideas about the digital future of HS2
Lior Smith @liorsmith Rainmaker
PAPER TOOLS IN INTERVIEWSFUN FOR US ALL
Lior Smith @liorsmith Rainmaker
WHY USE PAPER TOOLS IN INTERVIEWS
• less confrontational than questions list
• visual & engaging• feels safely structured despite
being wide open research• helps prompt memory of the
working week
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
PHOTO JOURNALSARTISTICALLY EXPLORATIVE
Lior Smith @liorsmith Rainmaker
PHOTO JOURNALSGETTING PEOPLE TO TAKE PHOTOS OF THEIR DAYwe got 150 photos from 9 people
Lior Smith @liorsmith Rainmaker
CULTURAL PROBES/DIARY STUDIESTHOUGHTFUL & DEEPLY INSIGHTFUL
Lior Smith @liorsmith Rainmaker
‘A WEEK IN THE LIFE’ OR...CULTURAL PROBES
Lior Smith @liorsmith Rainmaker
WHY USE CULTURAL PROBES
• inspect minutiae of interactions - logged at the time; less distorted than reported through interview
• fun & engaging & beautiful• detailed honesty - harder to get
in interview situation - insight into culture & characters
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
EXTRACT FROM A ‘WEEK IN YOUR LIFE’ RESEARCH KIT(A CULTURAL PROBE)
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
Lior Smith @liorsmith Rainmaker
TOOLKITSOMETHING TO LEAVE BEHIND TO ENCOURAGE CONTINUATION
Lior Smith @liorsmith Rainmaker
WHY MAKE A TOOLKIT (NOW ON GITHUB)
Lior Smith @liorsmith Rainmaker
WHY MAKE A TOOLKIT
• start off practice of user research
• co-write with others: ownership • make process tangible even
though researchers are gone• bespoke: specific to context;
more likely to make sense to beginner
Lior Smith @liorsmith Rainmaker
PERSONAS
MAKE THEM TOGETHER
MAKE RESEARCH EASY TO ACCESS
Lior Smith @liorsmith Rainmaker
SPRING 2016 HS2 USER PERSONAS
Lior Smith @liorsmith Rainmaker
WHY DO PERSONAS
• simplify staff into manageable categories that we can design for
• HS2 personas: types of activities in roles - affects who they interact with & how
• visual & empathy enticing• made with staff members
Lior Smith @liorsmith Rainmaker
MAKE SURE EVERYONE UNDERSTANDS THE LINGO... AND CALL IT SOMETHING ELSE IF THAT HELPS
Lior Smith @liorsmith Rainmaker
COMMUNICATING OUTPUTSSOCIAL & VISUAL
CHANCE TO ITERATE
Lior Smith @liorsmith Rainmaker
WE GOT AWAY WITH...NO REPORT Just the wall we’d be working on all the while, spruced up with outputs
Lior Smith @liorsmith Rainmaker
WE GOT AWAY WITH...ALMOST 2 WEEKS TESTING OUTPUTS
Lior Smith @liorsmith Rainmaker
Sprint 1: Project Set-up Sprint 4: Analysis PhaseSprint 2 - 3: Research Phase Sprint 5: Conclusion
Stakeholder mapping
Guerilla interviews
Develop the brief
Work out next round of interview questions
Design interview tools
Book interviews
Conduct interviews
Survey
‘Week in your life’ research kit
User needs workshop
Review existing sources of information
Repeated thematic analysis throughout previous phases and this phase to articulate pain points and needs
Create project insights document
Create personas
Create toolkit
Create challenges document
Make ‘exhibition’ with project outputs
Presentation to key stakeholders
Show & tell to staff to sense check
Make film to document process
WE GOT AWAY WITH...2 WEEKS TESTING OUTPUTS IS 1/5TH OF PROJECT
So you see, we really prioritised engagement - and this made the outputs better.
Lior Smith @liorsmith Rainmaker
MEASURES OF SUCCESS
Lior Smith @liorsmith Rainmaker
MEASURES OF SUCCESS
• personas rang true with staff• culture people engaged• toolkit felt useful (+github)• got back 8/10 cultural probes
Lior Smith @liorsmith Rainmaker
WHAT THE CLIENT SAID
Lior Smith @liorsmith Rainmaker
WHY IT WORKED
• management consistently unblocking blockers quickly
• J2 comfortable with uncertainty• over ambitious• business analysts did interviews• W9&10 for testing outputs only
Lior Smith @liorsmith Rainmaker
engagement is valuable both ways.they learn about research, keep up to date with the org, and get the changes they want.we learn about them, and create more representative outputs.
have fun and they will have fun too.
Lior Smith @liorsmith Rainmaker
THANK YOU :)
@liorsmith
Github search: ‘HS2 toolkit’ or ’user needs toolkit’
www.sd-ldf.com