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User Research in the Wild

Infragistics
Infragistics

The key to designing an excellent user experience is to understand the users and their needs. Despite what you may think you know about your users, the only way to truly understand them is to go out into the field and observe them in the wild - talking with them and observing them in their natural habitat. In this presentation, Jim Ross discusses various user research methods interviews, observation, contextual inquiry, and covert observation. Also some of the problems that researchers face in trying to perform these activities and practical advice about how to overcome these issues.

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User Research in the Wild Jim Ross Senior UX Architect, Infragistics jross@infragistics.com @anotheruxguy User Research in the Wild Flickr: Katy Nicolson
User Research in the Wild Jim Ross Senior UX Architect, Infragistics jross@infragistics.com @anotheruxguy
z z What's the key to designing an excellent user experience? June 11, 2015 3
User Research in the Wild Jim Ross Senior UX Architect, Infragistics jross@infragistics.com @anotheruxguy Understanding the users and their needs Flickr: Highways England
z z But how do you get that understanding of people and their needs? June 11, 2015 5
Stakeholder interviews and workshops Traditional Methods of Understanding Users June 11, 2015 6 Flickr: Jim Larrison
Interviews with subject-matter experts or user representatives Traditional Methods of Understanding Users June 11, 2015 7 Flickr: National Assembly for Wales
User interviews Traditional Methods of Understanding Users June 11, 2015 8 Flickr: Nicholas Wang
Focus groups Traditional Methods of Understanding Users June 11, 2015 9 Flickr: Sebastiaan ter Burg
Surveys Traditional Methods of Understanding Users June 11, 2015 10
Usability testing Traditional Methods of Understanding Users June 11, 2015 11 Flickr: K2_UX
But what do these methods lack? Most of them focus on what people say, rather than what they do. They occur out of context. Understanding Users and Their Needs June 11, 2015 12
z z / / / So how do you get that understanding of people and their needs? Go out into the field to observe people in their natural context. June 11, 2015 13
Understanding Users June 11, 2015 14Flickr: Medill DC
Understanding Users June 11, 2015 15Flickr: Intel Free Press
Understanding Users June 11, 2015 16Flickr: State Farm
Field studies Observation and interview methods Solving common problems Overcoming objections to field studies What Well Discuss June 11, 2015 17
z z / / / Field Studies What are Field Studies? June 11, 2015 18
Going out into the field to observe and interview people in their natural context What are Field Studies? June 11, 2015 19 Flickr: West Midlands Police
To observe firsthand their context of use: Users Tasks Tools and technology Environment What are Field Studies? June 11, 2015 20
To observe firsthand their context of use: Users Characteristics Knowledge Expectations Experience Technical skills Needs What are Field Studies? June 11, 2015 21 Flickr: UC Davis College of Engineering
To observe firsthand their context of use: Tasks Tasks, sub-tasks, and individual steps Frequency of tasks Workflow across people Goals What are Field Studies? June 11, 2015 22 Flickr: Anne-Sophie Leens
To observe firsthand their context of use: Tools and technology Technology Physical tools Documents, paperwork, manuals, etc. Other software and applications What are Field Studies? June 11, 2015 23 Flickr: Corey Seeman
To observe firsthand their context of use: Environment physical and social Location: office, cubicle, outdoors, mobile What are Field Studies? June 11, 2015 24 Flickr: Jason Devaun
To observe firsthand their context of use: Environment physical and social Location: office, cubicle, outdoors, mobile Activity: sitting, standing, lying, walking, etc. What are Field Studies? June 11, 2015 25 Flickr: Kun-chia Wu
To observe firsthand their context of use: Environment physical and social Location: office, cubicle, outdoors, mobile Activity: sitting, standing, lying, walking, etc. Environmental conditions: lighting, noise, etc. What are Field Studies? June 11, 2015 26 Flickr: MoDOT Photos
To observe firsthand their context of use: Environment physical and social Location: office, cubicle, outdoors, mobile Activity: sitting, standing, lying, walking, etc. Environmental conditions: lighting, noise, etc. Interaction with other people What are Field Studies? June 11, 2015 27 Flickr: Highways England
z z / / / Field Studies Advantages of Field Studies June 11, 2015 28
You see firsthand what people really do, instead of what they say they do. Advantages of Field Studies June 11, 2015 29 Flickr: essers
Its easier for people to show you what they do, than to discuss it in the abstract. Advantages of Field Studies June 11, 2015 30 Flickr: MoDot Photos
Allows you to see all the other things involved in tasks, outside of a user interface. Advantages of Field Studies June 11, 2015 31Flickr: pltauk
Participants feel more comfortable in their own environment and act more naturally. Advantages of Field Studies June 11, 2015 32 Flickr: Sylvain Kalache
z z Field Study Methods June 11, 2015 33
Field studies include Interviews Observation Contextual inquiry Field Study Methods Interviews Contextual inquiry Observation June 11, 2015 34
Observation Field Study Methods June 11, 2015 35Flickr: COD Newsroom
Interviews Field Study Methods June 11, 2015 36Flickr: Dave Fayram
Contextual Inquiry Field Study Methods June 11, 2015 37Flickr: UGA College of Ag & Environmental Sciences - OCCS
You can combine these methods. Field Study Methods June 11, 2015 38 Flickr: Highways England
z z How to Perform a Field Study June 11, 2015 39
Steps in the Process Planning Conducting the Study Analyzing the Data Creating Deliverables How to Perform a Field Study June 11, 2015 40
z z / / / How to Perform a Field Study Planning June 11, 2015 41
Conduct user research at the beginning or before a project begins. Planning June 11, 2015 42
Plan what you want to learn from the research. Why are you conducting the research? What is the goal? What do you want to learn? Planning June 11, 2015 43
Review any existing information about the users and their domain. Planning June 11, 2015 44 Flickr: Terry FreedmanFlickr: Jim Larrison
Choose the techniques youll use to gather that information. Planning June 11, 2015 45 Interviews Contextual Inquiry Observation
Determine how many participants to include by considering: The number of user groups The number of tasks you need to observe The need for repetition Planning June 11, 2015 46 5 5 5 5
Determine how many participants to include by considering: The limitations of time, budget, and travel Planning June 11, 2015 47 Flickr: 401(K) 2013
Recruit and schedule Participants. Planning June 11, 2015 48
Create a discussion guide. Planning June 11, 2015 49
Create a discussion guide. Introduction Questions Tasks to observe Planning June 11, 2015 50
Create a discussion guide. Keep it as a loose guide. Planning June 11, 2015 51
Plan how you will capture the data. Handwritten notes Planning June 11, 2015 52 Flickr: Geek Calendar
Plan how you will capture the data. Typing notes in a laptop or tablet Planning June 11, 2015 53 Flickr: ilouque
Plan how you will capture the data Recording video Planning June 11, 2015 54 Flickr: Gunnar Bothner-By
Plan how you will capture the data Recording video Planning June 11, 2015 55
Plan how you will capture the data Recording audio Planning June 11, 2015 56
Plan how you will capture the data Livescribe Smartpen Planning June 11, 2015 57
Decide whether you will allow additional observers. Two is the ideal number of people to conduct field studies. Planning June 11, 2015 58
If you have additional observers, give them rules: Youre the leader Refrain from talking, making noises, or sending signals with body language Where to sit When to ask questions How to ask neutral, non-leading questions Planning June 11, 2015 59
Prepare the participants for your visit. Individual session Not an interview Observing tasks In your usual location Save work to show during the session Planning June 11, 2015 60
z z / / / How to Perform a Field Study Contextual Inquiry June 11, 2015 61
Contextual Inquiry June 11, 2015 62Flickr: Terry Whalebone
General format Greeting Introduction Initial interview Observing tasks Follow-up questions Contextual Inquiry June 11, 2015 63
Greeting Make the participant comfortable Be informal Establish a good rapport Contextual Inquiry June 11, 2015 64
Greeting Contextual Inquiry June 11, 2015 65
Greeting Get people to open up and talk to you (Oprah): Make the participant comfortable Establish trust and rapport Listen and let the participant talk most of the time Be curious Be interested Contextual Inquiry June 11, 2015 66
Greeting Be neutral (Freud): Avoid biasing or leading the participants. Get the participant talking. Listen. Dont judge. Contextual Inquiry June 11, 2015 67
Introduction Purpose of the research Your philosophy you represent the user Explain what youll be doing Get permission to record Contextual Inquiry June 11, 2015 68
Initial interview Background information Contextual Inquiry June 11, 2015 69
Initial interview Background information Their experience and involvement in the subject youre researching What kind of car are you interested in? Where are you at in the car buying process? What kind of research have you done? How do you determine what type of car youll buy? Contextual Inquiry June 11, 2015 70
Initial interview Background information Their experience and involvement in the subject youre researching Discuss their tasks Contextual Inquiry June 11, 2015 71
Transition from the interview to contextual inquiry Contextual Inquiry June 11, 2015 72 Flickr: J J
Transition from the interview to contextual inquiry Conducting the Study June 11, 2015 73Flickr: Rhys A.
Transition from the interview to contextual inquiry Requires the participant to change their mindset from: Contextual Inquiry June 11, 2015 74 Interview Passive, answering questions Task Demonstration Actively teaching
Transition from the interview to contextual inquiry Make it clear that youre going to do something very different. Contextual Inquiry June 11, 2015 75
Transition from the interview to contextual inquiry Tell the participant: Actually perform the task. Go through the entire task, step-by-step. Tell me what youre doing. Youre the master, and Im the apprentice. Contextual Inquiry June 11, 2015 76 Flickr: Esther Dyson
At the start of each task Find out what led up to this point. What steps came before? Who else was involved? How does the task get to them? Contextual Inquiry June 11, 2015 77 Flickr: Fabrizio Salvetti
The participant performs the task. Goes through each step in the task Describes what he/she is doing Contextual Inquiry June 11, 2015 78 Flickr: Southern Arkansas University
Flickr: Southern Arkansas University Ask probing questions as needed. Why? Tell me more about that. What happens next? Can you show me how that works? Contextual Inquiry June 11, 2015 79Hall, Erika. "Interviewing Humans." A List Apart The Full. N.p., 10 Sept. 2013. Web. 21 May 2015. Flickr: Southern Arkansas University
During the tasks, pay attention to: Actions and explanations Tools and technology used Information, paperwork, documents People they interact with The environment Contextual Inquiry June 11, 2015 80 Flickr: For Inspiration Only
Facilitating a contextual inquiry can be very difficult. Contextual Inquiry June 11, 2015 81Flickr: Sasquatch I
Facilitating a contextual inquiry can be very difficult. Contextual Inquiry June 11, 2015 82 Flickr: Sasquatch I
Facilitating the session involves: Observing Listening Contextual Inquiry June 11, 2015 83Flickr: You Belong In Longmont
Facilitating the session involves: Assessing whether you understand Asking questions Should I ask a question about this? How should I phrase it to avoid bias? When should I ask the question? Noting questions to ask later Contextual Inquiry June 11, 2015 84 Flickr: Ethan Lofton
Facilitating the session involves: Assessing the answer Did I understand the answer? How should I rephrase it? Contextual Inquiry June 11, 2015 85 Flickr: Ethan Lofton
Facilitating the session involves: Ensuring the participant keeps showing and explaining the task Contextual Inquiry June 11, 2015 86 Flickr: Ethan Lofton
Facilitating the session involves: Assessing how well the session is going Are you getting the information you need? Is this really the task you want to see? Is the participant staying on track? Do you need to lead the participant in another direction? Are there other tasks that you want to see next? Contextual Inquiry June 11, 2015 87 Flickr: Anders Sandberg
Facilitating the session involves: Keeping track of the time How much time is left in the session? Is this task taking too long? Will we still have time to see the other tasks? Maintaining a positive rapport with the participant Taking notes Contextual Inquiry June 11, 2015 88Flickr: AaltoFablab
How can you handle the competing demands of facilitation? Include repetition in participants and tasks Dont take notes during the session Review recordings and take notes from those Delegate tasks to observers Learn and improve with experience Contextual Inquiry June 11, 2015 89
Follow-Up Questions After each task and at the end of the session What happens next? Who performs the next step? Reconfirm your understanding Ask any remaining questions Contextual Inquiry June 11, 2015 90 Flickr: You Belong In Longmont
Closing Thank the participant Take photos of the environment, tools, documents, technology, etc. Contextual Inquiry June 11, 2015 91 Flickr: rallenhill Flickr: Mike Beltzner
z z / / / How to Perform a Field Study Analyzing the Data June 11, 2015 92
Type up your notes between sessions. Helps you assess what youve learned so far Avoids too much to type up at the end Analyzing the Data June 11, 2015 93 Flickr: Rachel Johnson
Analysis methods: spreadsheet Analyzing the Data June 11, 2015 94
Analysis methods: affinity diagram Analyzing the Data June 11, 2015 95
z z / / / Yeah, But What If? Solutions to Common Problems June 11, 2015 96
The participants have tasks that cant be interrupted. Solutions to Common Problems June 11, 2015 97 Flickr: World Bank Photo Collection
The participants have tasks that cant be interrupted. Solutions to Common Problems June 11, 2015 98 Flickr: yooperann
The participants have tasks that cant be interrupted Solutions Interview before Observe the tasks without interruption Interview after Solutions to Common Problems June 11, 2015 99Flickr: Andy G
People want to do the session in a conference room. Solutions to Common Problems June 11, 2015 100 Flickr: Chris Miuccio
People want to do the session in a conference room Solutions Explain the importance of observing tasks in their usual context. If that doesnt work, cancel the session. Solutions to Common Problems June 11, 2015 101
Participants try to change it to a group session. Solutions to Common Problems June 11, 2015 102 Flickr: Pat Kight
Participants try to change it to a group session Solutions Emphasize ahead of time that these are individual sessions. Offer to schedule the additional people for their own sessions. Be flexible to adapt when it does make sense to include a second participant. Solutions to Common Problems June 11, 2015 103
Participants try to change it to a group session Solutions Be flexible to adapt when it does make sense to include a second participant. Solutions to Common Problems June 11, 2015 104 Flickr: IAEA Imagebank
The participant keeps slipping into interview mode. Solutions to Common Problems June 11, 2015 105 Flickr: You Belong In Longmont
The participant keeps slipping into interview mode. Solutions Make a dramatic transition from the interview to the observation of tasks. Keep reminding that this is not an interview, you want to observe tasks in detail. Instead of asking, How do you? Say, Show me how you. Solutions to Common Problems June 11, 2015 106
It becomes a complaint session. Solutions to Common Problems June 11, 2015 107 Flickr: Penumbra
It becomes a complaint session. Solutions Clarify that youre there to observe and understand their tasks. Ask them to save their list of problems or improvements for the end of the session. Solutions to Common Problems June 11, 2015 108
The participant cant show you a task. Solutions to Common Problems June 11, 2015 109Flickr: Penumbra
The participant cant show you a task. Solutions - ask the participant to: Meet when the participant normally performs that task Save work to show you during the session Walk you through what they normally do, as best they can Solutions to Common Problems June 11, 2015 110
The subject matter is very complicated and unfamiliar. Solutions to Common Problems June 11, 2015 111Flickr: Faculty of Medicine NTNU
The subject matter is very complicated and unfamiliar. Solutions Learn as much as you can before you conduct your sessions. Interview stakeholders first, to get an overview. Observe multiple participants performing the same tasks. Review the recordings. Solutions to Common Problems June 11, 2015 112
The participant talks above your level of understanding. Solutions to Common Problems June 11, 2015 113Flickr: NASA HQ Photo
The participant talks above your level of understanding. Solutions Remind them that theyre the expert and youre the apprentice. Ask dumb questions to remind them how much you dont know. Solutions to Common Problems June 11, 2015 114
z z Objections to User Research June 11, 2015 115
It takes too long. We dont have the time. Objections to User Research June 11, 2015 116
Flickr: TaxRebate.org.uk It costs too much. We cant afford it. Time for the researcher and designer Recruiting Incentives Travel Objections to User Research June 11, 2015 117
We cant travel to the participants. Objections to User Research June 11, 2015 118Flickr: Brian Fagan
z z Overcoming Objections to User Research June 11, 2015 119
Ensure that projects are scoped with user research as an activity. Overcoming Objections to User Research June 11, 2015 120 Rosenfeld Media: Leah Buley
Perform user research outside of projects. Overcoming Objections to User Research June 11, 2015 121 Sy, Desiree. "Adapting Usability Investigations for Agile User-centered Design." Journal of Usability Studies 2.3 (2007): n. pag. UPA. UPA, May 2007. Web. 6 June 2014.
Start with a small study to show the value of user research. Overcoming Objections to User Research June 11, 2015 122
Find participants in your local area to limit travel. Overcoming Objections to User Research June 11, 2015 123
Divide the research between several people in different locations, each conducting the research with local participants. Overcoming Objections to User Research June 11, 2015 124
Limit the number of participants by focusing only on the primary user group. Overcoming Objections to User Research June 11, 2015 125 Doctors Nurses Hospital Administrators Technicians
Narrow the scope of your research and shorten the sessions. Fewer questions you want to answer Fewer tasks to observe Overcoming Objections to User Research June 11, 2015 126 Flickr: Juhan Sonin
Shorten the analysis and deliverables Dont type up your notes Produce only high-level, informal deliverables Overcoming Objections to User Research June 11, 2015 127 Flickr: chicgeekuk
Conduct remote contextual inquiries to reach people that you cant travel to. Overcoming Objections to User Research June 11, 2015 128Flickr: HeatherLWilliams
z z / / / The key to designing an excellent user experience Understanding the users and their needs June 11, 2015 129
June 11, 2015 130Flickr: Fly For Fun Flickr: U.S. Army RDECOM Flickr: Leonardo RizziFlickr: Va DOT Flickr: wistechcolleges
June 11, 2015 131 Thank You
z z Resources for More Information June 11, 2015 132
Recruiting participants Recruiting Better Research Participants: Jim Ross Recruiting User Research Participants by Email: Jim Ross User research methods Observing the User Experience: A Practitioner's Guide to User Research: Elizabeth Goodman, Mike Kuniavsky, Andrea Moed Resources for More Information June 11, 2015 133
Interviewing Interviewing Users: How to Uncover Compelling Insights: Steve Portigal Interviewing Humans: Erika Hall Resources for More Information June 11, 2015 134
Contextual inquiry Contextual Design: Hugh Beyer, Karen Holtzblatt Rapid Contextual Design: Karen Holtzblatt, Jessamyn Burns Wendell, Shelley Wood Why are Contextual Inquiries So Difficult?: Jim Ross Remote Contextual Inquiry: A Technique to Improve Enterprise Software: Lynn Rampoldi-Hnilo Resources for More Information June 11, 2015 135
Recording user research data Capturing User Research: Jim Ross Handling observers in user research sessions Observing User Research: Jim Ross User Research Deliverables Communicating User Research Findings: Jim Ross Resources for More Information June 11, 2015 136
Getting buy-in to conduct user research Its Our Research: Getting Stakeholder Buy-In for User Experience Research Projects: Tomer Sharon Resources for More Information June 11, 2015 137
June 11, 2015 138 Thank You

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User Research in the Wild

  • 1. User Research in the Wild Jim Ross Senior UX Architect, Infragistics jross@infragistics.com @anotheruxguy User Research in the Wild Flickr: Katy Nicolson
  • 2. User Research in the Wild Jim Ross Senior UX Architect, Infragistics jross@infragistics.com @anotheruxguy
  • 3. z z What's the key to designing an excellent user experience? June 11, 2015 3
  • 4. User Research in the Wild Jim Ross Senior UX Architect, Infragistics jross@infragistics.com @anotheruxguy Understanding the users and their needs Flickr: Highways England
  • 5. z z But how do you get that understanding of people and their needs? June 11, 2015 5
  • 6. Stakeholder interviews and workshops Traditional Methods of Understanding Users June 11, 2015 6 Flickr: Jim Larrison
  • 7. Interviews with subject-matter experts or user representatives Traditional Methods of Understanding Users June 11, 2015 7 Flickr: National Assembly for Wales
  • 8. User interviews Traditional Methods of Understanding Users June 11, 2015 8 Flickr: Nicholas Wang
  • 9. Focus groups Traditional Methods of Understanding Users June 11, 2015 9 Flickr: Sebastiaan ter Burg
  • 10. Surveys Traditional Methods of Understanding Users June 11, 2015 10
  • 11. Usability testing Traditional Methods of Understanding Users June 11, 2015 11 Flickr: K2_UX
  • 12. But what do these methods lack? Most of them focus on what people say, rather than what they do. They occur out of context. Understanding Users and Their Needs June 11, 2015 12
  • 13. z z / / / So how do you get that understanding of people and their needs? Go out into the field to observe people in their natural context. June 11, 2015 13
  • 14. Understanding Users June 11, 2015 14Flickr: Medill DC
  • 15. Understanding Users June 11, 2015 15Flickr: Intel Free Press
  • 16. Understanding Users June 11, 2015 16Flickr: State Farm
  • 17. Field studies Observation and interview methods Solving common problems Overcoming objections to field studies What Well Discuss June 11, 2015 17
  • 18. z z / / / Field Studies What are Field Studies? June 11, 2015 18
  • 19. Going out into the field to observe and interview people in their natural context What are Field Studies? June 11, 2015 19 Flickr: West Midlands Police
  • 20. To observe firsthand their context of use: Users Tasks Tools and technology Environment What are Field Studies? June 11, 2015 20
  • 21. To observe firsthand their context of use: Users Characteristics Knowledge Expectations Experience Technical skills Needs What are Field Studies? June 11, 2015 21 Flickr: UC Davis College of Engineering
  • 22. To observe firsthand their context of use: Tasks Tasks, sub-tasks, and individual steps Frequency of tasks Workflow across people Goals What are Field Studies? June 11, 2015 22 Flickr: Anne-Sophie Leens
  • 23. To observe firsthand their context of use: Tools and technology Technology Physical tools Documents, paperwork, manuals, etc. Other software and applications What are Field Studies? June 11, 2015 23 Flickr: Corey Seeman
  • 24. To observe firsthand their context of use: Environment physical and social Location: office, cubicle, outdoors, mobile What are Field Studies? June 11, 2015 24 Flickr: Jason Devaun
  • 25. To observe firsthand their context of use: Environment physical and social Location: office, cubicle, outdoors, mobile Activity: sitting, standing, lying, walking, etc. What are Field Studies? June 11, 2015 25 Flickr: Kun-chia Wu
  • 26. To observe firsthand their context of use: Environment physical and social Location: office, cubicle, outdoors, mobile Activity: sitting, standing, lying, walking, etc. Environmental conditions: lighting, noise, etc. What are Field Studies? June 11, 2015 26 Flickr: MoDOT Photos
  • 27. To observe firsthand their context of use: Environment physical and social Location: office, cubicle, outdoors, mobile Activity: sitting, standing, lying, walking, etc. Environmental conditions: lighting, noise, etc. Interaction with other people What are Field Studies? June 11, 2015 27 Flickr: Highways England
  • 28. z z / / / Field Studies Advantages of Field Studies June 11, 2015 28
  • 29. You see firsthand what people really do, instead of what they say they do. Advantages of Field Studies June 11, 2015 29 Flickr: essers
  • 30. Its easier for people to show you what they do, than to discuss it in the abstract. Advantages of Field Studies June 11, 2015 30 Flickr: MoDot Photos
  • 31. Allows you to see all the other things involved in tasks, outside of a user interface. Advantages of Field Studies June 11, 2015 31Flickr: pltauk
  • 32. Participants feel more comfortable in their own environment and act more naturally. Advantages of Field Studies June 11, 2015 32 Flickr: Sylvain Kalache
  • 34. Field studies include Interviews Observation Contextual inquiry Field Study Methods Interviews Contextual inquiry Observation June 11, 2015 34
  • 35. Observation Field Study Methods June 11, 2015 35Flickr: COD Newsroom
  • 36. Interviews Field Study Methods June 11, 2015 36Flickr: Dave Fayram
  • 37. Contextual Inquiry Field Study Methods June 11, 2015 37Flickr: UGA College of Ag & Environmental Sciences - OCCS
  • 38. You can combine these methods. Field Study Methods June 11, 2015 38 Flickr: Highways England
  • 39. z z How to Perform a Field Study June 11, 2015 39
  • 40. Steps in the Process Planning Conducting the Study Analyzing the Data Creating Deliverables How to Perform a Field Study June 11, 2015 40
  • 41. z z / / / How to Perform a Field Study Planning June 11, 2015 41
  • 42. Conduct user research at the beginning or before a project begins. Planning June 11, 2015 42
  • 43. Plan what you want to learn from the research. Why are you conducting the research? What is the goal? What do you want to learn? Planning June 11, 2015 43
  • 44. Review any existing information about the users and their domain. Planning June 11, 2015 44 Flickr: Terry FreedmanFlickr: Jim Larrison
  • 45. Choose the techniques youll use to gather that information. Planning June 11, 2015 45 Interviews Contextual Inquiry Observation
  • 46. Determine how many participants to include by considering: The number of user groups The number of tasks you need to observe The need for repetition Planning June 11, 2015 46 5 5 5 5
  • 47. Determine how many participants to include by considering: The limitations of time, budget, and travel Planning June 11, 2015 47 Flickr: 401(K) 2013
  • 48. Recruit and schedule Participants. Planning June 11, 2015 48
  • 49. Create a discussion guide. Planning June 11, 2015 49
  • 50. Create a discussion guide. Introduction Questions Tasks to observe Planning June 11, 2015 50
  • 51. Create a discussion guide. Keep it as a loose guide. Planning June 11, 2015 51
  • 52. Plan how you will capture the data. Handwritten notes Planning June 11, 2015 52 Flickr: Geek Calendar
  • 53. Plan how you will capture the data. Typing notes in a laptop or tablet Planning June 11, 2015 53 Flickr: ilouque
  • 54. Plan how you will capture the data Recording video Planning June 11, 2015 54 Flickr: Gunnar Bothner-By
  • 55. Plan how you will capture the data Recording video Planning June 11, 2015 55
  • 56. Plan how you will capture the data Recording audio Planning June 11, 2015 56
  • 57. Plan how you will capture the data Livescribe Smartpen Planning June 11, 2015 57
  • 58. Decide whether you will allow additional observers. Two is the ideal number of people to conduct field studies. Planning June 11, 2015 58
  • 59. If you have additional observers, give them rules: Youre the leader Refrain from talking, making noises, or sending signals with body language Where to sit When to ask questions How to ask neutral, non-leading questions Planning June 11, 2015 59
  • 60. Prepare the participants for your visit. Individual session Not an interview Observing tasks In your usual location Save work to show during the session Planning June 11, 2015 60
  • 61. z z / / / How to Perform a Field Study Contextual Inquiry June 11, 2015 61
  • 62. Contextual Inquiry June 11, 2015 62Flickr: Terry Whalebone
  • 63. General format Greeting Introduction Initial interview Observing tasks Follow-up questions Contextual Inquiry June 11, 2015 63
  • 64. Greeting Make the participant comfortable Be informal Establish a good rapport Contextual Inquiry June 11, 2015 64
  • 66. Greeting Get people to open up and talk to you (Oprah): Make the participant comfortable Establish trust and rapport Listen and let the participant talk most of the time Be curious Be interested Contextual Inquiry June 11, 2015 66
  • 67. Greeting Be neutral (Freud): Avoid biasing or leading the participants. Get the participant talking. Listen. Dont judge. Contextual Inquiry June 11, 2015 67
  • 68. Introduction Purpose of the research Your philosophy you represent the user Explain what youll be doing Get permission to record Contextual Inquiry June 11, 2015 68
  • 69. Initial interview Background information Contextual Inquiry June 11, 2015 69
  • 70. Initial interview Background information Their experience and involvement in the subject youre researching What kind of car are you interested in? Where are you at in the car buying process? What kind of research have you done? How do you determine what type of car youll buy? Contextual Inquiry June 11, 2015 70
  • 71. Initial interview Background information Their experience and involvement in the subject youre researching Discuss their tasks Contextual Inquiry June 11, 2015 71
  • 72. Transition from the interview to contextual inquiry Contextual Inquiry June 11, 2015 72 Flickr: J J
  • 73. Transition from the interview to contextual inquiry Conducting the Study June 11, 2015 73Flickr: Rhys A.
  • 74. Transition from the interview to contextual inquiry Requires the participant to change their mindset from: Contextual Inquiry June 11, 2015 74 Interview Passive, answering questions Task Demonstration Actively teaching
  • 75. Transition from the interview to contextual inquiry Make it clear that youre going to do something very different. Contextual Inquiry June 11, 2015 75
  • 76. Transition from the interview to contextual inquiry Tell the participant: Actually perform the task. Go through the entire task, step-by-step. Tell me what youre doing. Youre the master, and Im the apprentice. Contextual Inquiry June 11, 2015 76 Flickr: Esther Dyson
  • 77. At the start of each task Find out what led up to this point. What steps came before? Who else was involved? How does the task get to them? Contextual Inquiry June 11, 2015 77 Flickr: Fabrizio Salvetti
  • 78. The participant performs the task. Goes through each step in the task Describes what he/she is doing Contextual Inquiry June 11, 2015 78 Flickr: Southern Arkansas University
  • 79. Flickr: Southern Arkansas University Ask probing questions as needed. Why? Tell me more about that. What happens next? Can you show me how that works? Contextual Inquiry June 11, 2015 79Hall, Erika. "Interviewing Humans." A List Apart The Full. N.p., 10 Sept. 2013. Web. 21 May 2015. Flickr: Southern Arkansas University
  • 80. During the tasks, pay attention to: Actions and explanations Tools and technology used Information, paperwork, documents People they interact with The environment Contextual Inquiry June 11, 2015 80 Flickr: For Inspiration Only
  • 81. Facilitating a contextual inquiry can be very difficult. Contextual Inquiry June 11, 2015 81Flickr: Sasquatch I
  • 82. Facilitating a contextual inquiry can be very difficult. Contextual Inquiry June 11, 2015 82 Flickr: Sasquatch I
  • 83. Facilitating the session involves: Observing Listening Contextual Inquiry June 11, 2015 83Flickr: You Belong In Longmont
  • 84. Facilitating the session involves: Assessing whether you understand Asking questions Should I ask a question about this? How should I phrase it to avoid bias? When should I ask the question? Noting questions to ask later Contextual Inquiry June 11, 2015 84 Flickr: Ethan Lofton
  • 85. Facilitating the session involves: Assessing the answer Did I understand the answer? How should I rephrase it? Contextual Inquiry June 11, 2015 85 Flickr: Ethan Lofton
  • 86. Facilitating the session involves: Ensuring the participant keeps showing and explaining the task Contextual Inquiry June 11, 2015 86 Flickr: Ethan Lofton
  • 87. Facilitating the session involves: Assessing how well the session is going Are you getting the information you need? Is this really the task you want to see? Is the participant staying on track? Do you need to lead the participant in another direction? Are there other tasks that you want to see next? Contextual Inquiry June 11, 2015 87 Flickr: Anders Sandberg
  • 88. Facilitating the session involves: Keeping track of the time How much time is left in the session? Is this task taking too long? Will we still have time to see the other tasks? Maintaining a positive rapport with the participant Taking notes Contextual Inquiry June 11, 2015 88Flickr: AaltoFablab
  • 89. How can you handle the competing demands of facilitation? Include repetition in participants and tasks Dont take notes during the session Review recordings and take notes from those Delegate tasks to observers Learn and improve with experience Contextual Inquiry June 11, 2015 89
  • 90. Follow-Up Questions After each task and at the end of the session What happens next? Who performs the next step? Reconfirm your understanding Ask any remaining questions Contextual Inquiry June 11, 2015 90 Flickr: You Belong In Longmont
  • 91. Closing Thank the participant Take photos of the environment, tools, documents, technology, etc. Contextual Inquiry June 11, 2015 91 Flickr: rallenhill Flickr: Mike Beltzner
  • 92. z z / / / How to Perform a Field Study Analyzing the Data June 11, 2015 92
  • 93. Type up your notes between sessions. Helps you assess what youve learned so far Avoids too much to type up at the end Analyzing the Data June 11, 2015 93 Flickr: Rachel Johnson
  • 94. Analysis methods: spreadsheet Analyzing the Data June 11, 2015 94
  • 95. Analysis methods: affinity diagram Analyzing the Data June 11, 2015 95
  • 96. z z / / / Yeah, But What If? Solutions to Common Problems June 11, 2015 96
  • 97. The participants have tasks that cant be interrupted. Solutions to Common Problems June 11, 2015 97 Flickr: World Bank Photo Collection
  • 98. The participants have tasks that cant be interrupted. Solutions to Common Problems June 11, 2015 98 Flickr: yooperann
  • 99. The participants have tasks that cant be interrupted Solutions Interview before Observe the tasks without interruption Interview after Solutions to Common Problems June 11, 2015 99Flickr: Andy G
  • 100. People want to do the session in a conference room. Solutions to Common Problems June 11, 2015 100 Flickr: Chris Miuccio
  • 101. People want to do the session in a conference room Solutions Explain the importance of observing tasks in their usual context. If that doesnt work, cancel the session. Solutions to Common Problems June 11, 2015 101
  • 102. Participants try to change it to a group session. Solutions to Common Problems June 11, 2015 102 Flickr: Pat Kight
  • 103. Participants try to change it to a group session Solutions Emphasize ahead of time that these are individual sessions. Offer to schedule the additional people for their own sessions. Be flexible to adapt when it does make sense to include a second participant. Solutions to Common Problems June 11, 2015 103
  • 104. Participants try to change it to a group session Solutions Be flexible to adapt when it does make sense to include a second participant. Solutions to Common Problems June 11, 2015 104 Flickr: IAEA Imagebank
  • 105. The participant keeps slipping into interview mode. Solutions to Common Problems June 11, 2015 105 Flickr: You Belong In Longmont
  • 106. The participant keeps slipping into interview mode. Solutions Make a dramatic transition from the interview to the observation of tasks. Keep reminding that this is not an interview, you want to observe tasks in detail. Instead of asking, How do you? Say, Show me how you. Solutions to Common Problems June 11, 2015 106
  • 107. It becomes a complaint session. Solutions to Common Problems June 11, 2015 107 Flickr: Penumbra
  • 108. It becomes a complaint session. Solutions Clarify that youre there to observe and understand their tasks. Ask them to save their list of problems or improvements for the end of the session. Solutions to Common Problems June 11, 2015 108
  • 109. The participant cant show you a task. Solutions to Common Problems June 11, 2015 109Flickr: Penumbra
  • 110. The participant cant show you a task. Solutions - ask the participant to: Meet when the participant normally performs that task Save work to show you during the session Walk you through what they normally do, as best they can Solutions to Common Problems June 11, 2015 110
  • 111. The subject matter is very complicated and unfamiliar. Solutions to Common Problems June 11, 2015 111Flickr: Faculty of Medicine NTNU
  • 112. The subject matter is very complicated and unfamiliar. Solutions Learn as much as you can before you conduct your sessions. Interview stakeholders first, to get an overview. Observe multiple participants performing the same tasks. Review the recordings. Solutions to Common Problems June 11, 2015 112
  • 113. The participant talks above your level of understanding. Solutions to Common Problems June 11, 2015 113Flickr: NASA HQ Photo
  • 114. The participant talks above your level of understanding. Solutions Remind them that theyre the expert and youre the apprentice. Ask dumb questions to remind them how much you dont know. Solutions to Common Problems June 11, 2015 114
  • 115. z z Objections to User Research June 11, 2015 115
  • 116. It takes too long. We dont have the time. Objections to User Research June 11, 2015 116
  • 117. Flickr: TaxRebate.org.uk It costs too much. We cant afford it. Time for the researcher and designer Recruiting Incentives Travel Objections to User Research June 11, 2015 117
  • 118. We cant travel to the participants. Objections to User Research June 11, 2015 118Flickr: Brian Fagan
  • 119. z z Overcoming Objections to User Research June 11, 2015 119
  • 120. Ensure that projects are scoped with user research as an activity. Overcoming Objections to User Research June 11, 2015 120 Rosenfeld Media: Leah Buley
  • 121. Perform user research outside of projects. Overcoming Objections to User Research June 11, 2015 121 Sy, Desiree. "Adapting Usability Investigations for Agile User-centered Design." Journal of Usability Studies 2.3 (2007): n. pag. UPA. UPA, May 2007. Web. 6 June 2014.
  • 122. Start with a small study to show the value of user research. Overcoming Objections to User Research June 11, 2015 122
  • 123. Find participants in your local area to limit travel. Overcoming Objections to User Research June 11, 2015 123
  • 124. Divide the research between several people in different locations, each conducting the research with local participants. Overcoming Objections to User Research June 11, 2015 124
  • 125. Limit the number of participants by focusing only on the primary user group. Overcoming Objections to User Research June 11, 2015 125 Doctors Nurses Hospital Administrators Technicians
  • 126. Narrow the scope of your research and shorten the sessions. Fewer questions you want to answer Fewer tasks to observe Overcoming Objections to User Research June 11, 2015 126 Flickr: Juhan Sonin
  • 127. Shorten the analysis and deliverables Dont type up your notes Produce only high-level, informal deliverables Overcoming Objections to User Research June 11, 2015 127 Flickr: chicgeekuk
  • 128. Conduct remote contextual inquiries to reach people that you cant travel to. Overcoming Objections to User Research June 11, 2015 128Flickr: HeatherLWilliams
  • 129. z z / / / The key to designing an excellent user experience Understanding the users and their needs June 11, 2015 129
  • 130. June 11, 2015 130Flickr: Fly For Fun Flickr: U.S. Army RDECOM Flickr: Leonardo RizziFlickr: Va DOT Flickr: wistechcolleges
  • 131. June 11, 2015 131 Thank You
  • 132. z z Resources for More Information June 11, 2015 132
  • 133. Recruiting participants Recruiting Better Research Participants: Jim Ross Recruiting User Research Participants by Email: Jim Ross User research methods Observing the User Experience: A Practitioner's Guide to User Research: Elizabeth Goodman, Mike Kuniavsky, Andrea Moed Resources for More Information June 11, 2015 133
  • 134. Interviewing Interviewing Users: How to Uncover Compelling Insights: Steve Portigal Interviewing Humans: Erika Hall Resources for More Information June 11, 2015 134
  • 135. Contextual inquiry Contextual Design: Hugh Beyer, Karen Holtzblatt Rapid Contextual Design: Karen Holtzblatt, Jessamyn Burns Wendell, Shelley Wood Why are Contextual Inquiries So Difficult?: Jim Ross Remote Contextual Inquiry: A Technique to Improve Enterprise Software: Lynn Rampoldi-Hnilo Resources for More Information June 11, 2015 135
  • 136. Recording user research data Capturing User Research: Jim Ross Handling observers in user research sessions Observing User Research: Jim Ross User Research Deliverables Communicating User Research Findings: Jim Ross Resources for More Information June 11, 2015 136
  • 137. Getting buy-in to conduct user research Its Our Research: Getting Stakeholder Buy-In for User Experience Research Projects: Tomer Sharon Resources for More Information June 11, 2015 137
  • 138. June 11, 2015 138 Thank You