listening to people | john waterworth | march 2014
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Presentation on listening to people and asking questions in the context of user testing for online services and content. Presented by John Waterworth from Government Digital Service on 28 March 2014 at a Digital Hot Topics event as part of a series of events aimed at Local Authority decision makers.
TRANSCRIPT
Listening to people
John WaterworthGovernment Digital Service
Helping them to tell their story
Be human
Guided conversation
Starter questions
Follow up questions
Stories and example
The more you talk the less they talk
Active listening
Receive and appreciate
SupportingNot switching
Listening exercise
1. Groups of three
2. A, B, and C
3. Not telling
5 minutes
Understanding
Summariseand ask
ExpressedImpliedLatent
Means end chain
Jobs to be done
Five whys
Not too many whys
Suspending judgement
Plan an interview
1. Choose a subject
2. Questions
3. Topics
1 minute
Do an interview
1. In pairs
2. A interview B
3. B interview A
2 minutes each
Thank you
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