BkkWeb Meetup Jun10 - Talk to Your Users by Pij Rattanathikun
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My talk at Bkk Web Meetup, Jun 10, 2014 The heart of user experience design starts from learning from your users. In order to do so, you will need to talk and listen to them. However, it is not always easy to elicit valuable insights from them due to individual differences and people's limited memory. The slides talk about psychological principles that affect how people think and verbalize their opinions, and why traditional methods, such as questionnaires and interviews, will not always work.
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BkkWeb Meetup Jun10 - Talk to Your Users by Pij Rattanathikun
- 1. Talk to Your Users by Pij Rattanathikun BkkWeb Meetup, June 10, 2014
- 2. About Me I am a user experience designer/ researcher/ web developer/ teacher
- 3. Why do we need to know our users?
- 4. Why know our users? We want to create a product that…
- 5. Why know our users? We want to create a product that… people use Will Want to Can
- 7. What values does it give me? Can I actually use it? Useful VS Usable
- 8. What values does it give me? Can I actually use it? Useful VS Usable
- 9. How can we know our users?
- 11. Not always working well Why?
- 12. Get a sheet of paper and a pen I’m going to show you a full screen of letters and numbers. Memorize them, but DON’T write anything down yet. Ready?
- 14. Now write everything you can remember down.
- 17. Now write everything you can remember down.
- 18. Here are the answers Score your self from 0-20 on each one Test 1: I, B, M, M, T, V, C, N, N, B, K, K, 1, 4, 9, 2, 1, 7, 7, 6 Test 2: I, B, M, M, T, V, C, N, N, M, U, T, 1, 4, 9, 2, 1, 7, 7, 6
- 19. How did you do? and why?
- 20. Brain
- 21. Recognition rather than Recall A usability principle
- 22. Multiple Choice Exam VS Written Exam
- 23. Multiple Choice Exam VS Written Exam What is your favorite Thai food? Please also explain why it is your favorite.
- 24. Multiple Choice Exam VS Written Exam Which one is your favorite Thai food? a.Tom Yum b.Padthai c.Som Tum d.Green Curry What is your favorite Thai food? Please also explain why it is your favorite.
- 25. Something in common Interview Questionnaire Focus Group
- 26. 1Our memory is very limited. Why?
- 27. What kind of data do we want? Opinions - Like it or not? - What do they think? Behaviors - Can use it? - What is good/not?
- 28. What kind of data do we want? Abstract Data - Summarized - What they think - Subjective Concrete Data - Details - What they do - Objective
- 29. When asking the users...
- 30. 2Sometimes we lie. (Because of various reasons) Why?
- 31. Are those inner circles the same shade of purple?
- 32. Are those inner circles the same shade of purple?
- 33. 3Perception can trick us. (What we think VS what really happens) Why?
- 34. Why know our users?
- 35. Why know our users?
- 36. Why know our users? http://www.beyondhyper.com/captchas-impact-on-user-experience/
- 37. 4Besides numbers, we need to know why people think/use our products in such way. Why?
- 38. So what should we do? 1. Our memory is very limited. 2. Sometimes we lie. 3. Perception can trick us. 4. Need to know why ppl think/use our products in such way.
- 39. Pair up with someone next to you One of you will be an interviewer, and the other will be interviewed. Ready?
- 40. Pair up with someone next to you One of you will be an interviewer, and the other will be interviewed.
- 41. Interview about “What is the mobile app you use to send emails? How do you usually use it? What’s good and what’s bad?” Interviewee, don’t touch your phone.
- 42. Try again “When is the last time you use your mobile app to send an email? Can you walk me through how you used it and tell me what was working well/not well? Interviewee, please use your phone.
- 43. Basic principle Action speaks louder than words!
- 44. Experience of Users Existing user 1st time user
- 45. Approaches User Research - Walk me through it - How/why do you use it? - What’s good/bad? User Test - Try it - Can you use it? - What do you think? 1st time userExisting user
- 46. Guidelines User Research - Walk me through it - How/why do you use it? - What’s good/not? Existing user • Talk as you walk me through. • Show me how you used it the last time. • Why did you/did you not …. ?
- 47. Guidelines User Research - Walk me through it - How/why do you use it? - What’s good/not? Existing user • Watch out for keywords like: “Usually”, “Typically”, “Generally”, “Mostly”, etc. They lead to abstraction of data.
- 48. Guidelines User Test - Try it - Can you use it? - What do you think? 1st time user • Here’s a task for you to do. • I am not here. I cannot answer you. • Please keep talking to yourself.
- 49. Guidelines User Test - Try it - Can you use it? - What do you think? 1st time user • Simulate the experience of using the product in the real world. • Don’t interrupt the user while testing (slow performance down). • Watch out for non-verbal expressions.
- 50. Key Takeaways What are you trying to get from your users – Opinions or Behaviors? Are you trying to learn from existing users or testing a new design? Aim for concrete, not abstract, data. - The last time, how did you do it? - Watch out for keywords such as Usually, generally, typically, etc. - Ask the user to show you. Observe him/her. Probe the user with “Why”.