1. MATT TONAKCOMMUNITY MANAGER

2. THE NERDERYHOURS WORKED SINCE 2003PROJECTS DOGS IN OUR OFFICE BIKE COMMUTERS821,217 4334HOURS WORKED, LAST 12 MONTHSEIGHT 6AVERAGE JANUARY TEMPERATURE PEOPLE WHO WORK AT THE NERDERY TWO HUNDRED SIXTY-ONEFOUR WE HELP OUR PARTNERS GET BIG IDEAS OUT OF THEIR HEADS AND ONTO THEIR CLIENTS WEBSITES HTTP://WWW.NERDERY.COM TWITTER: @THE_NERDERY 3. HOW TO PARTICIPATEUsing the questions panels in the GoToMeeting appOn Twitter @The_NerderySend us an email at primers@nerdery.com 4. INTRO TOUSER RESEARCH INTERACTIVE PRIMER SERIES 5. ZACKUSER EXPERIENCE DESIGNER 6. MIKEDIRECTOR OF USER EXPERIENCE 7. WHAT IS UX?User GoalsApplication Business Goals 8. WHAT IS UX? Aligning user behavior andmotivations with business objectives through interaction designUser Goals Business GoalsApplication 9. WHAT IS UX? 10. WHAT IS UX?UX is not part of the process... 11. WHAT IS UX?UX is not part of the process......it is the process. 12. A WORD ABOUT PROCESS 13. ^(OR SEVERAL)A WORD ABOUT PROCESS 14. DESIGN PHILOSOPHIES 15. DESIGN PHILOSOPHIESThere is no one-size-fits-all 16. DESIGN PHILOSOPHIESThere is no one-size-fits-all Self Design 17. DESIGN PHILOSOPHIESThere is no one-size-fits-all Self Design Genius Design 18. DESIGN PHILOSOPHIESThere is no one-size-fits-all Self Design Genius Design User-Centered Design 19. DESIGN SOLVES PROBLEMS 20. DESIGN SOLVES PROBLEMS ...now lets cook some dinner 21. SELF DESIGNSOLVING YOUR OWN PROBLEM 22. SELF DESIGNSOLVING YOUR OWN PROBLEMI know what I want for dinner. Self Design is cooking for yourself. 23. SELF DESIGNSOLVING YOUR OWN PROBLEMI know what I want for dinner. Self Design is cooking for yourself.Pretty simple. 24. GENIUS DESIGNSOLVING A PROBLEM YOUVE SOLVED BEFORE 25. GENIUS DESIGNSOLVING A PROBLEM YOUVE SOLVED BEFORE If Ive made dinner for Mike (or people like him) manytimes before, I rely on mydomain specific experience to cook dinner for Mike. 26. GENIUS DESIGNSOLVING A PROBLEM YOUVE SOLVED BEFOREIf Ive made dinner for Mike(or people like him) many times before, I rely on my domain specific experienceto cook dinner for Mike.I dont actually cook for Mike. #justsayin 27. GENIUS DESIGN THERES A CATCH 28. GENIUS DESIGN THERES A CATCHGenius Design presupposes thatyou originally did your research todefine the problem. 29. USER-CENTERED DESIGN AKA: UX DESIGN 30. USER-CENTERED DESIGN AKA: UX DESIGNA UX PROCESS STARTS WITH UNDERSTANDING THE PROBLEM 31. USER-CENTERED DESIGNFOCUSES ON BEHAVIOR, USE & CONTEXT. 32. USER-CENTERED DESIGNFOCUSES ON BEHAVIOR, USE & CONTEXT.BUILDING EMPATHY. 33. USER-CENTERED DESIGNHOW DO WE DO THAT? 34. USER-CENTERED DESIGNHOW DO WE DO THAT?USER RESEARCH 35. USER RESEARCHIS NOTMARKETING RESEARCH 36. USER RESEARCH IS NOTMARKETING RESEARCH ...but there is some overlap 37. USER RESEARCHWe do thisIS NOT MARKETING RESEARCH...but there is some overlap 38. USER RESEARCHWe do thisIS NOT We DONT do this MARKETING RESEARCH...but there is some overlap 39. USER RESEARCH MARKETING RESEARCH 40. USER RESEARCH MARKETING RESEARCH PreferencesOpinionsLikes Desires 41. USER RESEARCH MARKETING RESEARCHBehavior Preferences NeedsOpinions GoalsLikes Tasks DesiresMental & Physical Context 42. RESEARCH SPECTRUM Indi Young - Mental Models: Rosenfeld Media http://www.flickr.com/photos/rosenfeldmedia/2159500714/in/set-72157603511616271/ 43. RESEARCH SPECTRUM Indi Young - Mental Models: Rosenfeld Media http://www.flickr.com/photos/rosenfeldmedia/2159500714/in/set-72157603511616271/ 44. RESEARCH SPECTRUMoverlap Indi Young - Mental Models: Rosenfeld Media http://www.flickr.com/photos/rosenfeldmedia/2159500714/in/set-72157603511616271/ 45. WHY DO USER RESEARCH?Remember when we said thatdesign solves problems? 46. WHY DO USER RESEARCH? Remember when we said that design solves problems? Remember when we said that a UXprocess starts with defining the problem? 47. WHY DO USER RESEARCH? Research tells us what the problem is. 48. WHY DO USER RESEARCH? Research tells us what the problem is. Research tells us why its a problem. 49. WHY DO USER RESEARCH? Research tells us what the problem is. Research tells us why its a problem. Research shows us how to fix it. 50. BENEFITS OF USER RESEARCH 51. BENEFITS OF USER RESEARCHThroughly defines the problem. 52. BENEFITS OF USER RESEARCHThroughly defines the problem.Informs design decisions. 53. BENEFITS OF USER RESEARCHThroughly defines the problem.Informs design decisions.Provides direction & priority. 54. BENEFITS OF USER RESEARCHThroughly defines the problem. SHOWS US THE WHATInforms design decisions.Provides direction & priority. 55. BENEFITS OF USER RESEARCHThroughly defines the problem. SHOWS US THE WHATInforms design decisions.TEACHES US THE WHYProvides direction & priority. 56. BENEFITS OF USER RESEARCHThroughly defines the problem.SHOWS US THE WHATInforms design decisions.TEACHES US THE WHYProvides direction & priority. GUIDES US TO THE HOW 57. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us:WHATWHYHOW 58. EXAMPLE PROJECT NEEDS Stated:What Research Tells Us:WHAT We need a website redesignWHYHOW 59. EXAMPLE PROJECT NEEDS Stated:What Research Tells Us:The website doesnt meetWHAT We need a website redesignusers expectationsWHYHOW 60. EXAMPLE PROJECT NEEDS Stated:What Research Tells Us:The website doesnt meetWHAT We need a website redesignusers expectationsThe current site isntWHYworking for usHOW 61. EXAMPLE PROJECT NEEDS Stated:What Research Tells Us:The website doesnt meetWHAT We need a website redesignusers expectationsThe current site isntThere are usabilityWHYworking for us flaws in the designHOW 62. EXAMPLE PROJECT NEEDS Stated:What Research Tells Us:The website doesnt meetWHAT We need a website redesignusers expectationsThe current site isntThere are usabilityWHYworking for us flaws in the designWe should updateHOWthe look & feel 63. EXAMPLE PROJECT NEEDS Stated:What Research Tells Us:The website doesnt meetWHAT We need a website redesignusers expectationsThe current site isntThere are usabilityWHYworking for us flaws in the designWe should update We need to design clearerHOWthe look & feelcall to action buttons. 64. EXAMPLE PROJECT NEEDS Stated:What Research Tells Us:The website doesnt meetWHAT We need a website redesignusers expectationsThe current site isntThere are usabilityWHYworking for us flaws in the designWe should update We need to design clearerHOWthe look & feelcall to action buttons. 65. EXAMPLE PROJECT NEEDS Stated:What Research Tells Us:The website doesnt meetWHAT We need a website redesignusers expectationsThe current site isntThere are usabilityWHYworking for us flaws in the designWe should update We need to design clearerHOWthe look & feelcall to action buttons. 66. EXAMPLE PROJECT NEEDSStated:What Research Tells Us: The website doesnt meetWHATWe need a website redesign users expectations The current site isntThere are usabilityWHY working for us flaws in the design We should update We need to design clearerHOW the look & feelcall to action buttons.Vague & Undefined 67. EXAMPLE PROJECT NEEDSStated:What Research Tells Us: The website doesnt meetWHATWe need a website redesign users expectations The current site isntThere are usabilityWHY working for us flaws in the design We should update We need to design clearerHOW the look & feelcall to action buttons.Vague & Undefined 68. EXAMPLE PROJECT NEEDSStated:What Research Tells Us: The website doesnt meetWHATWe need a website redesign users expectations The current site isntThere are usabilityWHY working for us flaws in the design We should update We need to design clearerHOW the look & feelcall to action buttons.Vague & Undefined Clear & Actionable 69. BEWARE OF THE DATA TYPE QUALITATIVE vs. QUANTITATIVE 70. BEWARE OF THE DATA TYPE QUALITATIVE X vs. QUANTITATIVE 71. BEWARE OF THE DATA TYPE QUALITATIVE X vs. QUANTITATIVE Just remember 72. BEWARE OF THE DATA TYPE QUALITATIVE X vs. QUANTITATIVE Just rememberWe need both! 73. BEWARE OF THE DATA TYPEQUANTITATIVE Objective X vs. QUALITATIVE Subjective MeasurableNon-measurableNumerical Data NOT Numerical StatisticsConcepts 74. BEWARE OF THE DATA TYPEQUANTITATIVE QUALITATIVE 75. BEWARE OF THE DATA TYPEQUANTITATIVE QUALITATIVE 76. BEWARE OF THE DATA TYPEQUANTITATIVE QUALITATIVE 77. BEWARE OF THE DATA TYPEQUANTITATIVEQUALITATIVE Page Views Bounce Rate Time On Site Yes/No True/False 78. BEWARE OF THE DATA TYPEQUANTITATIVEQUALITATIVE Page ViewsExpectations Bounce RateReactions Time On Site Confusion Yes/No Comprehension True/FalseBehavior 79. BEWARE OF THE DATA TYPEQUANTITATIVE QUALITATIVE 80. BEWARE OF THE DATA TYPE QUALITATIVEQUANTITATIVE 81. BEWARE OF THE DATA TYPEQUANTITATIVE QUALITATIVE 82. BEWARE OF THE DATA TYPEQUANTITATIVE informs QUALITATIVE 83. BEWARE OF THE DATA TYPEQUANTITATIVE informs QUALITATIVE 84. BEWARE OF THE DATA TYPEQUANTITATIVE informs QUALITATIVE WHAT 85. BEWARE OF THE DATA TYPEQUANTITATIVE informs QUALITATIVE WHAT 86. BEWARE OF THE DATA TYPEQUANTITATIVE informs QUALITATIVE WHATWHY 87. BEWARE OF THE DATA TYPEQUANTITATIVE QUALITATIVE WHATinforms WHY 88. BEWARE OF THE DATA TYPE QUANTITATIVEQUALITATIVE WHATinforms WHYi.e. Sign-up page bounce rate it high. 89. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVE WHATinformsWHYi.e. Sign-up page bounce rate it high. i.e. Call to action text is confusing. 90. WHEN SHOULD YOU DO USER RESEARCH? Timeframe Beginning of the projectDuring Design Production Project Completion - re-enforce direction- inform direction & scope- gauge progress/successBenefit- validate design decisions- throughly defines the problem - guides product direction - acquire design feedback at- provides insights for next steps- discover areas for improvement significantly lower cost- Contextual Inquiry - Usability Testing- Usability Testing Example- Field Study/Ethnography- Card Sorting - Site Search AnalyticsMethod/Use- User Interviews- Personas - Web Analytics- Surveys- Mental Models- A/B Testing/Multivariate Testing 91. BONUS ROUND 92. BONUS ROUNDONGOING RESEARCH 93. BONUS ROUND ONGOING RESEARCHHow: 94. BONUS ROUND ONGOING RESEARCHHow: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/users 95. BONUS ROUND ONGOING RESEARCHHow: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/usersWhy: 96. BONUS ROUND ONGOING RESEARCHHow: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/usersWhy: - Your audience changes and evolves over time 97. BONUS ROUND ONGOING RESEARCHHow: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/usersWhy: - Your audience changes and evolves over time - Your product/service/website will attract new audience segments 98. BONUS ROUND ONGOING RESEARCHHow: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/usersWhy: - Your audience changes and evolves over time - Your product/service/website will attract new audience segments -Other products/services/websites introduce new expectations forinteracting with your information 99. WHEN SHOULD YOU DO USER RESEARCH? TimeframeBeginning of the projectDuring Design Production Project Completion - re-enforce direction- inform direction & scope- gauge progress/successBenefit- validate design decisions- throughly defines the problem - guides product direction - acquire design feedback at- provides insights for next steps- discover areas for improvement significantly lower cost- Contextual Inquiry - Usability Testing- Usability Testing Example- Field Study/Ethnography- Card Sorting - Site Search AnalyticsMethod/Use- User Interviews- Personas - Web Analytics- Surveys- Mental Models- A/B Testing/Multivariate Testing 100. WHEN SHOULD YOU DO USER RESEARCH? TimeframeBeginning of the projectDuring Design Production Project Completion - re-enforce direction- inform direction & scope- gauge progress/successBenefit- validate design decisions- throughly defines the problem - guides product direction - acquire design feedback at- provides insights for next steps- discover areas for improvement significantly lower cost- Contextual Inquiry - Usability Testing- Usability Testing Example- Field Study/Ethnography- Card Sorting - Site Search AnalyticsMethod/Use- User Interviews- Personas - Web Analytics- Surveys- Mental Models- A/B Testing/Multivariate Testing 101. WHEN SHOULD YOU DO USER RESEARCH? TimeframeBeginning of the projectDuring Design Production Project Completion Lets talk about a few in more detail - re-enforce direction- inform direction & scope- gauge progress/successBenefit- validate design decisions- throughly defines the problem - guides product direction - acquire design feedback at- provides insights for next steps- discover areas for improvement significantly lower cost- Contextual Inquiry - Usability Testing- Usability Testing Example- Field Study/Ethnography- Card Sorting - Site Search AnalyticsMethod/Use- User Interviews- Personas - Web Analytics- Surveys- Mental Models- A/B Testing/Multivariate Testing 102. CONTEXTUAL INQUIRY 103. WHAT IS CONTEXTUAL INQUIRY?Fancy Definition: 104. WHAT IS CONTEXTUAL INQUIRY?Fancy Definition: a field data-gathering technique that studies a few carefullyselected individuals in depth to arrive at a fuller understanding ofthe work practice across all customers. 105. WHAT IS CONTEXTUAL INQUIRY?Fancy Definition: a field data-gathering technique that studies a few carefullyselected individuals in depth to arrive at a fuller understanding ofthe work practice across all customers. - Hugh Beyer and Karen Holtzblatt - Contextual Design: Defining Customer-Centered Systems 106. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition: a field data-gathering technique that studies a few carefully selected individuals in depth to arrive at a fuller understanding of the work practice across all customers.- Hugh Beyer and Karen Holtzblatt - Contextual Design: Defining Customer-Centered SystemsNon-Nerd Version: 107. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition: a field data-gathering technique that studies a few carefully selected individuals in depth to arrive at a fuller understanding of the work practice across all customers.- Hugh Beyer and Karen Holtzblatt - Contextual Design: Defining Customer-Centered SystemsNon-Nerd Version: go watch people work in their own context. 108. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition: a field data-gathering technique that studies a few carefully selected individuals in depth to arrive at a fuller understanding of the work practice across all customers.- Hugh Beyer and Karen Holtzblatt - Contextual Design: Defining Customer-Centered SystemsNon-Nerd Version: go watch people work in their own context.- Us 109. THE HOW-TO OF CONTEXTUAL INQUIRY1. RecruitingContact & schedule the people you will observe. THIS IS THE MOST IMPORTANT STEP.2. Research Plan Establish a clear focus for what you expect to find & what you hope to learn.3. Observe Watch users completing relevant goals & tasks in their own context.4. Analyze Review what you learned. Did it match your hypothesis? What patterns emerged?5. ReportCreate appropriate documentation to communicate what you found to the team. 110. WHATS THE BENEFIT OF CONTEXTUAL INQUIRY? Are there current frustrations or problems with the existing design? What about with their Issuesphysical environment or other systems and processes? Can the new design support those? What are the high level priorities of the people using the current design?GoalsWhat are they trying to accomplish?TasksWhat are the steps people are taking to accomplish those goals?EnvironmentWhat is their physical location like? How does it impact the design or how they use it? What other hardware or software are they using to do their work? Can (or should) they beApplications integrated? Can the new design eliminate the need of these factors? 111. WHATS THE BENEFIT OFCONTEXTUAL INQUIRY?Work-Arounds Are people creating ways to work around a poor design now? TriggersWhat causes someone to begin down a path of completing a goal? Are there several ways in which people are accomplishing the same goal or task? Should theVariation(s) design support one? Both? PartnersWho does the person work with to accomplish a goal or task? CrutchesDo people have cheat-sheets or other materials to help them accomplish goals and tasks? 112. RECOMMENDATIONS FOR CONTEXTUAL INQUIRYRecruiting Be sure to observe an appropriate, representative sample of your target audience. Aim for 3-5 participants separately.Timeline Allow 1-2 weeks for recruiting effort. (Varies depending on the project & participant availability) Allow 1-2 weeks for conducting the research. (Assuming 5 participants) Allow AT LEAST 1 week for analysis Allow 1 week to create a report. Approximately 4-8 weeks total 113. USABILITY TESTING 114. WHAT IS USABILITY TESTING?Definition: 115. WHAT IS USABILITY TESTING?Definition: a form of gathering feedback from actual users of a design byhaving them attempt to complete intended goals and tasks withsaid design. 116. THE HOW-TO OFUSABILITY TESTING Determine who you will conduct usability testing with, write a screener to ensure you recruit1. Recruitingyour target audience from the responses & schedule the participants. Again, a CRITICAL step. Where will the tests take place? What will the research cover?2. Research Plan As before, Establish a clear focus for what you expect to find & what you hope to learn.3. Conduct Tests Conduct the test (ideally with an experience moderator) & observe, while taking notes.4. Analyze Discuss test results with any participating team members & review recordings if available.5. ReportCreate appropriate documentation that conveys the findings from the research. 117. WHATS THE BENEFIT OF USABILITY TESTING?ExpectationsIs the solution designed meeting expectations of those intended to use it?Task Completion Can the users complete the available tasks of the design?Level of difficulty If so, how difficult was it for them to complete the task(s)? Why?Path TakenWhat were the steps involved in completing a given task?ImpressionDid the user(s) understand the overall message and intent that the design meant to convey? 118. VARIATIONS OF USABILITY TESTING In-Person, Moderated Sessions are conducted at a physical location with a live, in-person moderatorleading the session(s) with participants.Research is conducted via live recruiting from an existing website. Remote, ModeratedParticipants are immediately connected with a moderator from a remote location.Sessions are conducted using an online service that allows users toRemote, Un-moderatedparticipate at their convenience, without a moderator.Usability testing done with minimal recruiting effort and logistical Guerilla planning. Common locations are coffee shops, bars, offices, etc. 119. VARIATIONS OFUSABILITY TESTING GoodIn-Person, Moderated Sessions are conducted at a physical location with a live, in-person moderator leading the session(s) with participants. Research is conducted via live recruiting from an existing website. Remote, Moderated Participants are immediately connected with a moderator from a remote location. Sessions are conducted using an online service that allows users toRemote, Un-moderated participate at their convenience, without a moderator. Usability testing done with minimal recruiting effort and logisticalGuerilla planning. Common locations are coffee shops, bars, offices, etc. 120. VARIATIONS OFUSABILITY TESTING Better In-Person, ModeratedSessions are conducted at a physical location with a live, in-person moderator leading the session(s) with participants. Research is conducted via live recruiting from an existing website. Remote, Moderated Participants are immediately connected with a moderator from a remote location. Sessions are conducted using an online service that allows users toRemote, Un-moderated participate at their convenience, without a moderator. Usability testing done with minimal recruiting effort and logisticalGuerilla planning. Common locations are coffee shops, bars, offices, etc. 121. VARIATIONS OF USABILITY TESTING Best In-Person, ModeratedSessions are conducted at a physical location with a live, in-person moderator leading the session(s) with participants. Research is conducted via live recruiting from an existing website.Remote, ModeratedParticipants are immediately connected with a moderator from a remote location. Sessions are conducted using an online service that allows users toRemote, Un-moderated participate at their convenience, without a moderator. Usability testing done with minimal recruiting effort and logisticalGuerilla planning. Common locations are coffee shops, bars, offices, etc. 122. RECOMMENDATIONS FOR USABILITY TESTING Do your own recruiting if possible. If this is not possible, work closely with a recruiting agencyRecruiting to ensure the participants being recruited match your target audience. (especially for the particular research youre doing) Aim for 5-10 participants. (dependent on the study)Timeline Allow 1-2 weeks for recruiting effort. (Varies depending on the recruiting method) Allow 1 week for conducting the tests. (Assuming 5 participants) Allow 3 days to 1 week for analysis. Allow 3 days to 1 week to create a report. Approximately 3-6 weeks total 123. PUTTING IT ALL TOGETHER 124. FICTIONAL PROJECT:WEB APP REDESIGN 125. FICTIONAL PROJECT: WEB APP REDESIGNWe need to redesign our web applicationto increase customer engagement 126. FICTIONAL PROJECT: WEB APP REDESIGNWe need to redesign our web applicationto increase customer engagement GO! 127. FICTIONAL PROJECT:WEB APP REDESIGN 128. FICTIONAL PROJECT: WEB APP REDESIGNLets get started: 129. FICTIONAL PROJECT: WEB APP REDESIGNLets get started:THE WHAT 130. FICTIONAL PROJECT: WEB APP REDESIGNLets get started:THE WHAT Targeted Surveys 131. FICTIONAL PROJECT: WEB APP REDESIGNLets get started:THE WHAT Targeted Surveys Web Analytics 132. FICTIONAL PROJECT:WEB APP REDESIGN 133. FICTIONAL PROJECT:WEB APP REDESIGNTHE WHY 134. FICTIONAL PROJECT:WEB APP REDESIGNTHE WHY User Interviews 135. FICTIONAL PROJECT:WEB APP REDESIGNTHE WHY User Interviews Contextual Inquiry 136. FICTIONAL PROJECT:WEB APP REDESIGN 137. FICTIONAL PROJECT: WEB APP REDESIGNTHE HOW 138. FICTIONAL PROJECT: WEB APP REDESIGNTHE HOW Usability Testing 139. FICTIONAL PROJECT: WEB APP REDESIGNProject Overview:WHATWHY HOWPrototype[design & development} iteration(s)TargetedWebUserContextual UsabilitySurveys Analytics Interviews InquiryTestingTime 140. WHAT ELSE? 141. NERDERY RESEARCH METHODS Usability TestingField Study/Ethnography SurveysSite Search Analytics Card SortingWeb Analytics Stakeholder InterviewsA/B Testing : Multivariate Testing User InterviewsMental Models Contextual Inquiry Personas 142. NERDERY RESEARCH METHODSWHAT Usability TestingField Study/Ethnography SurveysSite Search Analytics Card SortingWeb Analytics Stakeholder InterviewsA/B Testing : Multivariate Testing User InterviewsMental Models Contextual Inquiry Personas 143. NERDERY RESEARCH METHODSWHY Usability Testing Field Study/Ethnography Surveys Site Search Analytics Card Sorting Web Analytics Stakeholder Interviews A/B Testing : Multivariate Testing User Interviews Mental Models Contextual Inquiry Personas 144. NERDERY RESEARCH METHODSHOW Usability Testing Field Study/Ethnography Surveys Site Search Analytics Card Sorting Web Analytics Stakeholder Interviews A/B Testing : Multivariate Testing User Interviews Mental Models Contextual Inquiry Personas 145. QUESTIONS?Using the questions panels in the GoToMeeting appOn Twitter @The_NerderySend us an email at primers@nerdery.comMore answers online at http://nerdery.com