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StirTrek  2011,[object Object],May 6, 2011,[object Object],Getting Started with User Research:DIY Quick Course,[object Object]
Carol SmithMidwest ResearchAkron, Ohio@carologic,[object Object]
Small,Iterative Steps,[object Object]
Behaviors, Desires, Needs & Abilities,[object Object],4,[object Object]
Observations,[object Object]
Interviews,[object Object]
7,[object Object],Card Sorting,[object Object],http://www.flickr.com/photos/rosenfeldmedia/   via   http://creativecommons.org/licenses/by-nc-sa/2.0/,[object Object]
Design for Everyone is Impossible,[object Object]
Who will use it?What they need to do?,[object Object]
Same Job Title, May Differ in…,[object Object]
Which Student?,[object Object],Rick,[object Object],Connie,[object Object],http://www.flickr.com/photos/mrjkbh/ via http://creativecommons.org/licenses/by-nc-nd/2.0/deed.en,[object Object],http://www.flickr.com/photos/caharley72/  (Christopher Alison Photography) via http://creativecommons.org/licenses/by-nc-nd/2.0/,[object Object]
Where do I start?,[object Object],12,[object Object]
Constraints…,[object Object]
Scope for Success,[object Object],Plan and Schedule,[object Object],Research and Discover,[object Object],Document,[object Object],Analyze,[object Object],Understand,[object Object]
Interview Experts,[object Object],Who are the users?,[object Object],How many are there?,[object Object],Common complaints?,[object Object],Show stoppers?,[object Object],Understand:,[object Object],Assumptions and stereotypes ,[object Object],Differences between users,[object Object]
Focus On…,[object Object],Tasks ,[object Object],frequency, importance, complexity,[object Object],Environment of Use ,[object Object],location, abilities and limitations,[object Object],Experience Level and Knowledge ,[object Object],Technology ,[object Object],mobile use, connection speed,[object Object]
Define Primary & Secondary Users,[object Object],Separate by:,[object Object],Needs,[object Object],Goals (Why will they use the product?),[object Object],Environment (Where will they use it?),[object Object],Context (When will they use it?),[object Object],How else do they differ?,[object Object]
Now You Have User Groups [perhaps very loosely defined],[object Object]
Observations,[object Object],19,[object Object]
20,[object Object],Go to the user,[object Object]
Why Observe?,[object Object],Understand user’s environment,[object Object],Abilities and limitations,[object Object],Situational (lighting, noise),[object Object],Disabilities,[object Object],Learn about:,[object Object],Real process,[object Object],Interruptions (frequency and type),[object Object],Find out more about users,[object Object]
http://www.flickr.com/photos/heygabe/ via  http://creativecommons.org/licenses/by-nc-sa/2.0/,[object Object],Actual Photo:  http://www.flickr.com/photos/heygabe/47206241/     ,[object Object]
Sit Back and Watch,[object Object],Arrive when they will be doing related tasks,[object Object],Observe for as long as needed:,[object Object],1/2 hour each - quick repetitive tasks,[object Object],>1 hour for longer processes,[object Object],Stay out of their “space” and don’t interrupt,[object Object],Take photos and videos,[object Object]
Take Detailed Notes,[object Object],Write down questions and context,[object Object],Look for patterns and differences:,[object Object],Style of tasks,[object Object],Order of operations,[object Object],Environment,[object Object]
25,[object Object],Artifacts! Collect, Copy, Photograph ,[object Object],http://www.flickr.com/photos/camknows/      via      http://creativecommons.org/licenses/by-nc-sa/2.0/   ,[object Object]
Clarify Observations,[object Object],After observation ask about:,[object Object],Why doing?,[object Object],Goal?,[object Object],How typical was this?,[object Object],Clarify confusing observations,[object Object]
Interviews,[object Object]
Interview to Discover/Confirm…,[object Object],Build on what you’ve learned:,[object Object],Tasks,[object Object],Attitudes and Opinions,[object Object],Problems,[object Object],Goals,[object Object],Experience level and knowledge ,[object Object],Technology ,[object Object]
Styles,[object Object],Structured,[object Object],Question 1,[object Object],Question 2,[object Object],Question 3,[object Object],Open-ended,[object Object],Combination,[object Object]
Use Scripts,[object Object],Memory tool for facilitator,[object Object],Don’t have to follow,[object Object],Promote consistency,[object Object],Questions,[object Object],Order of questions,[object Object]
Questions,[object Object],Quality of questions correlates to quality of answers:,[object Object],Open-ended,[object Object],Unbiased,[object Object],Don’t lead or make assumptions,[object Object],Use participant’s words,[object Object]
Stretch & Exercise,[object Object],32,[object Object]
Question 1,[object Object],Do you regularly book your travel online to save money?,[object Object]
Alternates – Question 1,[object Object],How often do you travel? ,[object Object],<listen>  ,[object Object],What proportion of that do you book online? ,[object Object],<listen>   ,[object Object],Why do you book travel online? ,[object Object],<listen>  ,[object Object]
Rationale - Question 1,[object Object],Do you regularly book your travel online to save money?,[object Object],Address one issue at a time and avoid double-barreled questions.,[object Object]
Question 2,[object Object],What are your thoughts about a new feature that allows you to instant message a travel agent with any questions as you book your travel?,[object Object]
Alternates – Question 2,[object Object],Would you like to correspond with a travel agent while you are booking travel?  ,[object Object],<listen>  ,[object Object],What are some ways that you would like to correspond with a travel agent while you are booking travel? ,[object Object],<listen>  ,[object Object]
Rationale – Question 2,[object Object],What are your thoughts about a new feature that allows you to instant message a travel agent with any questions as you book your travel?,[object Object],This question asked the participant to predict the future.,[object Object]
Facilitation,[object Object],Remain passive (body, face) ,[object Object],Don’t confirm or reject answers,[object Object],Listen for vocalizations ,[object Object],Watch non-verbal gestures,[object Object],Encourage participant to elaborate,[object Object],Ask your question and let them talk,[object Object]
Silence is GoldenUser’s Time to Think!,[object Object],40,[object Object]
Card Sorting,[object Object]
Card Sorting,[object Object],Maximize probability of users finding content,[object Object],Explore how people are likely to group items,[object Object],Identify content likely to be:,[object Object],Difficult to categorize ,[object Object],Difficult to find,[object Object],Misunderstood,[object Object],Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp,[object Object],http://www.flickr.com/photos/richtpt  via   http://creativecommons.org/licenses/by-nc-sa/2.0/,[object Object]
Benefits of Card Sorting,[object Object],Easy and inexpensive,[object Object],Use to determine:,[object Object],Order of information,[object Object],Relationships between info,[object Object],Labels for navigation,[object Object],Verify correct audience,[object Object],Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp,[object Object]
Open or Closed (Reverse) Sort?,[object Object],?,[object Object],?,[object Object],?,[object Object],Group 1,[object Object],Group 2,[object Object],Group 3,[object Object]
One title/subject on each card,[object Object],Short for quick reading,[object Object],Detailed enough to understand,[object Object],Supplement - short description on back,[object Object],Use printed stickers (handwriting),[object Object],Practice session first,[object Object],Card Basics,[object Object],36,[object Object],Preventive Care Guidelines ,[object Object]
Participants,[object Object],Representative of users,[object Object],Minimum of 6 ,[object Object],More participants = more data to analyze,[object Object],Allow one hour for 50 items,[object Object],30 – 100 cards,[object Object]
Facilitation/Direction,[object Object],Shuffle cards,[object Object],Ask to: ,[object Object],Group items in own way,[object Object],Talk out loud,[object Object],Think about:,[object Object],What expect to be together,[object Object],When expect to see,[object Object]
Issues,[object Object],Card doesn’t fit: make separate group,[object Object],Not relevant: tell me,[object Object],More than one place: put in best fit,[object Object],Items not understood,[object Object],Correct audience?,[object Object],Items without consensus ,[object Object],Re-name item?,[object Object],Include in more than one category?,[object Object]
Grouping Cards,[object Object],Ask to,[object Object],Describe groups and name them,[object Object],Describe overall rationale for grouping cards,[object Object],Show best example from groups,[object Object],What was difficult? What was easy?,[object Object],Happy with final outcome?,[object Object]
Analysis,[object Object],Codes on cards = faster data analysis,[object Object],Standardize group names ,[object Object],Look for patterns,[object Object],Excel Spreadsheet (Donna Spencer),[object Object],Online tools - limited analysis,[object Object]
Online Tools,[object Object],Moderated,[object Object],Un-moderated,[object Object],Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/,[object Object],Demo: https://livedemo.optimalworkshop.com/optimalsort/supermarketdemo  ,[object Object]
Patterns,[object Object],52,[object Object]
Looking for Patterns,[object Object],Identify repetition,[object Object],Groupings or clusters of users,[object Object],Overlapping characteristics,[object Object],Relevant to design problem,[object Object],After pattern is found, continuation of study: ,[object Object],Adds cost ,[object Object],Delays reporting,[object Object],Low probability of many new findings,[object Object]
Focus your effortsuntil…,[object Object],Get to 80%,[object Object]
80% Sure We Know…,[object Object],Primary user’s,[object Object],tasks,[object Object],goals,[object Object],Prioritize with:,[object Object],vision (why we are doing this?),[object Object],business needs,[object Object],etc.,[object Object],Awareness of what not known (yet).,[object Object]
Are we there yet?,[object Object]
57,[object Object],At Least 80%,[object Object]
Share What You Learn [Radiate Knowledge*],[object Object],*Thoughtworks via @jonrstahl,[object Object]
Goals of Sharing,[object Object],Help the team:,[object Object],understand user’s point of view ,[object Object],prioritize content and solutions,[object Object],design for user’s needs and behaviors,[object Object],identify new opportunities,[object Object],create new solutions,[object Object]
Information Radiators Should,[object Object],Represents all research ,[object Object],Facilitate:,[object Object],communication ,[object Object],decision-making ,[object Object],Guide decisions about:,[object Object],Navigation,[object Object],Features,[object Object],Design,[object Object]
Actionable Gap Analysis,[object Object],Change Situation,[object Object]
62,[object Object],Persona,[object Object]
63,[object Object],Task Analysis,[object Object],Example of a Task Analysis by Todd Zaki Warfel from his Agile2010 presentation "Opening the Kimono a look behind the design process.",[object Object]
Mental Model,[object Object],Goal or intent with Personas Mapped,[object Object],Mental Space,[object Object],Doing, Thinking, Feeling,[object Object],Solutions or content provided by oDesk,[object Object]
Other Methods,[object Object],Brainstorming ,[object Object],Competitive Reviews,[object Object],Focus Groups,[object Object],Expert (Heuristic) Evaluations,[object Object],Paper Prototypes and Wireframes,[object Object],Participatory Design,[object Object],Surveys,[object Object],Usability Testing,[object Object]
Do UX Early & Often,[object Object],Put it on the User Wall ,[object Object],Information radiators,[object Object],Artifacts,[object Object],Research findings,[object Object],Competitors,[object Object]
Update Radiators Regularly,[object Object]
Recommended Readings,[object Object],68,[object Object]
Contact,[object Object],Carol J. Smith,[object Object],(773) 218-6568,[object Object],        @carologic,[object Object],carol@mw-research.com,[object Object],http://www.mw-research.com ,[object Object]
References,[object Object],Cato, John. User-Centered Web Design. Addison Wesley Longman; 2001. ,[object Object],Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series, Information & Design. http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp,[object Object],Hackos, JoAnn T., PhD and Redish, Janice C. User and Task Analysis for Interface Design. Wiley; 1998.  ,[object Object],Henry, S.L. and Martinson, M. Evaluating for Accessibility, Usability Testing in Diverse Situations.  Tutorial, 2003 UPA Conference.  (Activity),[object Object],Krug, Steve. Don't Make Me Think: A Common Sense Approach to Web Usability.,[object Object],Kuniavsky, Mike. Observing the User Experience: a Practitioner's Guide to User Research. Morgan Kaufmann, 2003.,[object Object],Mandel, Theo. The Elements of User Interface Design. Wiley; 1997.,[object Object],Nielsen, Jakob and Robert L. Mack.  Usability Inspection Methods.  John Wiley & Sons, Inc. 1994.,[object Object],Powell, Thomas A.  The Complete Reference: Web Design. Osborne/McGraw-Hill; 2000.,[object Object],Redish, Janice (Ginny). Letting Go of the Words: Writing Web Content that Works.,[object Object],Rubin, Jeffrey and Dana Chisnell. Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests.  John Wiley & Sons, Inc.,[object Object]

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Getting Started with User Research - Stir Trek 2011

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Editor's Notes

  1. ExperienceNoviceAdvanced beginnersCompetent performerExpert performerFrequency of usePriority of tasksCharacteristics – personal, physical, culturalMotivations and attitudeExpectationsPersonal Characteristics: Learning Style, ChangePhysical Characteristics: Disabilities, Color Blindness, VisionCultural Characteristics: Corporate, CulturalMotivations and Attitude: Threats, Naiveté, Hostile, LazyStage of use: NoviceFear of the unknown, fear of failureFocus on accomplishing real workImpatient learning concepts rather than performing tasksTheoretical understanding only – no experienceAdvanced BeginnersFocus on accomplishing real workImpatient learning concepts rather than performing tasksRandomly access tasksEmpirical based mental modelCompetent PerformersFocus on performing more complex tasksAbility to plan and perform complex series of tasks to achieve a goalWillingness to learn new technologies and tasksInterested in applying conceptual frameworks to solve problemsExpert PerformersFocus on developing mental models of system functionalityAbility to understand complex problems and find solutionsInterested in learning about concepts and theories behind a system’s design and useInterest in interacting with other expert users
  2. Time, energy, budget and [fill in the blank]:
  3. frequency, importance, complexityPrioritiesCurrent process
  4. Model and describe specific user group’s:GoalsNeedsCharacteristicsArchetype - not real individual or average userSynthesized from research – interviews, observations, etc.Include personal details found during researchOne primary, some secondary per site/feature