for lean and agile teams user research - …files.meetup.com/3401462/lean research.pdffor lean and...
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@danigrrl :: [email protected]
ABOUT ME
DANI NORDIN
▸ Director of UX, Digital at Pegasystems
▸ Author, Drupal for Designers (O’Reilly)
▸ O’Reilly Video presenter: Designing with Empathy and Learning UX Fundamentals
@danigrrl
@danigrrl :: [email protected]
LET’S TALK ABOUT USER RESEARCH
WHY DO USER RESEARCH? TO LEARN:
▸ How do people really use the product?
▸ Where should we focus our improvement efforts?
▸ Is this thing we’re building actually solving a problem for people?
▸ Can people figure out how to use the product, and what they would use it for?
@danigrrl :: [email protected]
@danigrrl :: [email protected]@danigrrl :: [email protected]://youtu.be/WTYet-qf1jo
@danigrrl :: [email protected]
LEAN RESEARCH METHODS
WHAT MAKES THEM “LEAN?”
▸ Supplement in-person research with online tools
▸ Make use of available opportunities/audiences
▸ Reduced reliance on:
▸ Usability Labs
▸ High-end recording equipment
▸ Extensive travel
@danigrrl :: [email protected]
LEAN RESEARCH METHODS
USABILITY TESTING
▸ Moderated testing
▸ Remote or in-person
▸ Combine with interview questions for persona research
▸ Unmoderated testing
▸ TryMyUI, UserZoom, UserTesting.com
▸ Quicker to plan and get results
@danigrrl :: [email protected]
LEAN RESEARCH METHODS
HOW/WHEN?
▸ Benchmark key workflows every 3-6 months
▸ Establish baseline usability prior to redesign
▸ Evaluate in-process designs pre-development
▸ Evaluate improvements post-launch
@danigrrl :: [email protected]@danigrrl :: [email protected]
@danigrrl :: [email protected]
LEAN RESEARCH METHODS
INTERVIEWS AND ETHNOGRAPHY
▸ Learn how people do things related to the problem your product solves, outside the context of your product
▸ organize content
▸ move through a process
▸ learn how to do something
@danigrrl :: [email protected]
LEAN RESEARCH METHODS
HOW/WHEN?
▸ User group conferences
▸ Interview attendees and observe working sessions
▸ Set up a booth at the conference or have a colleague recruit participants for you
▸ Combine with usability tests
▸ Background questions can inform persona research
@danigrrl :: [email protected]@danigrrl :: [email protected]
@danigrrl :: [email protected]@danigrrl :: [email protected]
SCREENSHOT & INFORMATION ARCHITECTURE TESTS
QUICK & DIRTY
@danigrrl :: [email protected]
LEAN RESEARCH METHODS
SCREENSHOT & INFORMATION ARCHITECTURE TESTS
▸ Screenshot tests
▸ Rapidly assess the findability of key elements
▸ Gather preferences on different designs
▸ Tree tests/card sorts
▸ Learn how people find things in your navigation
▸ Learn how people group content on their own
@danigrrl :: [email protected]
LEAN RESEARCH METHODS
HOW/WHEN?
▸ Refining information architecture and navigation
▸ Trying to decide among multiple designs
▸ Trying to make a case for a politically controversial change
@danigrrl :: [email protected]@danigrrl :: [email protected]
@danigrrl :: [email protected]
RESEARCH PLANNING
START WITH GOALS
▸ Involve stakeholders early
▸ Show how research aligns with business goals
▸ Get specific: “can people understand how [element] works?” vs. “what are the pain points?”
@danigrrl :: [email protected]
RESEARCH PLANNING
IDENTIFY PARTICIPANT GROUPS
▸ Start with market segments
▸ Identify key behaviors or attitudes related to the product that you’re looking for
▸ Avoid Starbucks/“hallway” research unless that’s where your users actually are
@danigrrl :: [email protected]
RESEARCH PLANNING
PLAN YOUR PROTOCOL
▸ What method will you use?
▸ What questions will you ask?
▸ What tasks will people perform?
▸ What logistics are needed?
▸ Recording equipment?
▸ Participant compensation?
▸ Travel arrangements?
@danigrrl :: [email protected]
RESEARCH PLANNING
DO YOUR RESEARCH!
▸ Record interviews and usability tests
▸ Bring your phone with you to take notes and pictures during ethnography
▸ Jot down insights as they happen, but don’t obsess about taking notes
@danigrrl :: [email protected]@danigrrl :: [email protected]
@danigrrl :: [email protected]
REPORTING FINDINGS
ANALOG
ORGANIZED
READ IT FOR ME
DIGITAL
CHAOTIC
SHARE WITH COLLEAGUES
HBR TRIBES HOW THEY FIND CONTENT
Ambitious LearnerStrategy Implementer
ABOUT CHARACTERISTICS
PRIMARY DEVICES
HOW WE CAN HELP JOHN
1. Allow annotation within reading lists and within arti-cles
2. Easy export to PDF within the Library3. Make it easier to follow topics he’s interested in. 4. Make it very clear how to log into the site.
QUESTIONS
Why does the site say “4/5 articles left” if I’m a subscriber?
I was asked to put together a list about [topic] for my [boss/coworker/project]. How can I do that?
RELATIONSHIP WITH HBR
Long time reader/follow-er; relatively new sub-scriber or recently lapsed
“The way that you’d interact with HBR is more the way you would interact with a book than with a website.”
GOALS
Retain the knowledge he gains from HBR’s content and share it with colleagues.
HABITS & BEHAVIORS
1. Keeps paper or PDF copies of articles that resonate with him.
2. Will use hbr.org to save articles after he’s read them so he can refer back to later.
3. Likes to mark up articles with notes and highlights.4. More likely to find articles through Facebook or
email.
John looks at HBR as a major source of personal de-velopment information. An avid content consumer, he reads articles with a fine-tooth comb, picking out bits of wisdom that he can put to use immediately. When sharing, he’s more likely to copy a relevant snippet of the article as reinforcement for the idea he’s trying to convey, along with a link to the article.
John (Life-Long Student)
Ambitious LearnerStrategy ImplementerBig Picture Leader
PERSONAS
▸ Define/explain a subset of user behavior related to your product
▸ Inform the design of improvements and new features
▸ Helps to prioritize the user types that are most valuable
@danigrrl :: [email protected]
REPORTING FINDINGS
USABILITY TEST FINDINGS
▸ Include study logistics (goals, participants tasks, etc.)
▸ Key findings in memo/bulleted list for quick scanning
▸ Include recommendations with annotated screenshots
▸ Add to internal wiki to keep reports searchable and sharable across organization
@danigrrl :: [email protected]
REPORTING FINDINGS
CUSTOMER JOURNEYS
▸ Show the end-to-end process a customer goes through
▸ Good for understanding:
▸ steps involved
▸ people involved
▸ tools used
▸ emotions through stages
@danigrrl :: [email protected]