What are the methods and tools you can use to gather user feedback and improve your service. How to involve users in a participative way and ensure reciprocity.

1. HOW DO I
INTERACT WITH
USERS TO
IMPROVE MY
PROTOTYPE ?
HASHTAG
Claudio Vandi
@vandicla
claudio@siliconsentier.org
siliconsentier.org

2. ABOUT
www.siliconsentier.org
www.siliconxperience.org
siliconsentier.org 2

3. ABOUT
Laboratoire des Usages en
Technologie d’Information
Numérique
Cité des sciences et de l’industrie
Université de Paris 8
www.lutin-userlab.fr
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4. ABOUT
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5. HOW DO I INTERACT WITH USERS TO
IMPROVE MY PROTOTYPE ?
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6. WHY SHOULD YOU
CARE
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7. WHY SHOULD YOU CARE
DESIGN IS NOT ENOUGH
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8. WHY SHOULD YOU CARE
DESIGN IS NOT ENOUGH
We sell sugar
Sugar is boring
let’s put it in a nice package!
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9. WHY SHOULD YOU CARE
-> THE SUGAR PACKET EFFECT
OR THE IPHONE “S”EFFECT
“You don’t want to find sugar if you expect
chocolate walnuts”
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10. WHY SHOULD YOU CARE
DROPBOX EXEMPLE
"Why is there one "Dropbox folder"? Quora
“Relatively early on we brought a handful of people off
the street (literally) for our first round of usability tests.
Most of them had trouble even getting through the
installer: for example, zero of the five people noticed
that we had a tray icon (our most important UI element),
and more than one person tried clicking the screenshots
in the tour. This was a mortifying experience for us
causing us to add a Giant Ass Blue Bouncing Arrow
pointing to the tray icon during install...”
http://alternativeto.net/software/dropbox/
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11. PRINCIPLES
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12. PRINCIPLES
ASK YOURSELF THE RIGHT QUESTIONS BEFORE
ASKING USERS
Consider your development stage
What are your questions now ?
What can you integrate at this stage ?
Work on task elicitation
What do you expect users to do with your stuff ?
List your questions and be specific
What are you actually comparing ?
Open questions will obtain open answers
Closed questions need a null hypothesis (if I change this
nothing will change)
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13. PRINCIPLES
AVOID EXPLOITSOURCING
99designs.com
Work on reciprocity
Valorize users feedback
Don’t ask if you can’t turn that into action
Debug? DIY!
It’s your task to turn feedback into a unique
experience!
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14. PRINCIPLES
LET YOUR USERS FIND YOU
Users hides where you don’t expect them
Leave some place for serendipity
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15. PRINCIPLES
AVOID SYNDROME(S)
Stockholm Syndrome
“You are so cool, your app is so great!”
Agile developer Syndrome
“That’s already planned for the next release”
Solutions ?
Work with third party partners.
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16. METHODS AND TOOLS
- REMOTE -
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17. REMOTE RESEARCH TOOLS
http://www.flickr.com/photos/rosenfeldmedia/4218902509
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18. SURVEYS
WHAT FOR
Concept testing;
Automated testing;
Cheap (and dirty) market research;
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19. SURVEYS
TOOLS
http://fr.surveymonkey.com
+
FR
$ (300$/year for unlimited surveys)
Image integration (but one per question...)
-
Focus on questions not on action
What about exploit-sourcing ?
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20. REMOTE MOCKUP TESTING
WHAT FOR
Testing your mockup/prototype;
A/B testing;
Compare two versions;
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21. REMOTE MOCKUP TESTING
TOOLS
http://usabilla.com
+
Easy to setup
Focus on task elicitation
A/B testing
-
$$ (49$/month for 1 active test / 89$ for 3)
Works only with static images
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22. REMOTE USABILITY TESTING
WHAT FOR
Detect problems on your site;
Track users on your site;
Study users behavior;
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23. REMOTE USABILITY TESTING
TOOLS
http://userfly.com
+
Test the real site
mousetracking
$ start at 10$ month
-
No Mobile version
Record only clicks (no decision process)
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24. REMOTE USABILITY TESTING
TOOLS
http://userzoom.com
+
Test the real site
Mobile !
-
Users need to fill a form t participate
$$$: starts at 9.000$
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25. SCREEN SHARING
WHAT FOR
Live tracking users acting on your site
See what people do on your site;
Hear what they think;
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26. SCREEN SHARING
TOOLS
Skype screen sharing / Screenr
/ any other screen sharing solution
+
Discuss with individual users
Follow their thoughts (with thinkaloud)
-
Needs preparation and practice to keep focus
Hard to engage with users
Individual, no user-community creation
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27. METHODS AND TOOLS
- IN VIVO -
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28. SILICON XPERIENCE
CLIQUEZ POUR MODIFIER LES STYLES DU TEXTE
DU MASQUE
Projets
19 expé réalisée
32 projets rencontrés 16 à La Cantine
3 à distance
La provenance : (9) Camping: Perspecteev, Qeiru,
Itipic, Studyka, Cashew, Zifiz, Beansight, DocTrackr,
Dabla,
(7) Ecosystème Silicon Sentier : ParisApps, Weetest,
ReaDIYmate, Digikaa, SNCF, Stootie, Google
(5) Camping Candidat: Go4out, Kiengi, Tuneo,
Prodcast, GroupCamp,
(5) Cantine / Coworkers: Co-voiturage, ClearKarma,
Microdon, MakeSense, APlusB
(2) R&D : Encre, Turbulences
(2) Béta-testeur : Qualité-esms, Everytime
(1) Camping Mentor: Shoot & Win
(1) Silicon Sentier (projets internes): SiliconBox
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29. LIVE TECHNIQUES
WHAT FOR
Brainstorming
Card sorting
Live UX sessions
In the wild testing
Co-creation
Focus groups (“dos and donts of focus groups”)
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30. CASE STUDY: MICRODON
BRAINSTORM AND SCENARIOS
What for
Gathering ideas
Principles
Quantity over quality
What you need
Post its
Use pictures to evoke situations
Howto
Rythim !
Record everything
Iterate: brainstorm -> organization
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31. CASE STUDY: STOOTIE
TEST IN THE WILD
What for
Observing behaviour
Test in real-life conditions
Principles
Go wild!
What you need
Participants
A good game design
Howto
Work in group
Observe and retranscribe immediatly
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32. CASE STUDY: GOOGLE
CARD SORTING
What for
Sketching your IA
Identify users needs
Gain insight on people way of
categorizing information
Principles
There is a natural way of
organizing things
What you need
Items and cards
Howto
Open VS Close card sorting
Search for patterns
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33. CASE STUDY: KAWET
LIVE UX SESSION
What for
Observe users interacting with
your service
Principles
Observe and avoid “agile
developer syndrome”
What you need
Devices
Howto
Task elicitation is paramount
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34. CASE STUDY: SNCF
CO-CREATION FOR NEW SERVICES
What for
!
Crowdsourcing
Principles
No spectator
The process is the result
What you need
Participants
A common interest
Howto
Work on reciprocity!
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35. HOW WE WORK
START FROM PRINCIPLES
Work on reciprocity
Valorize feedback
Don’t ask if you can’t turn that into action
Debug? DIY!
It’s your task to turn feedback into a unique
experience
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36. HOW WE WORK
REMIX METHODS AND TOOLS
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37. HOW WE WORK
TIMELINE
week 1 week 2 week 3 week 4
meeting scenario recruitment XP
Analysis and
recommanda
tion
document
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38. Thanks QUESTIONS ?
claudio@siliconsentier.org
@vandicla
INFO on
xperience@siliconsentier.org
@sxperience
+ siliconxperience.org
(now offline)