![Page 1: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/1.jpg)
Getting Started
Conducting User Research
Carol Smith
@carologic
Agile 2010
August 12, 2010
![Page 2: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/2.jpg)
What You’ll Learn
• Quick and cheap methods, integrated into Agile.
• Understand needs and behaviors.
• Effectively share and communicate information.
2
![Page 3: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/3.jpg)
DESIGN FOR EVERYONE
IS
IMPOSSIBLE
3
![Page 4: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/4.jpg)
Who are you
developing for?
What do they
need to do?
4
![Page 5: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/5.jpg)
Scope for Success
• You’ve heard it takes time, energy, and budget
and ____________ to:
- Research and discover
- Document
- Analyze
- Understand
5
![Page 6: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/6.jpg)
And we have
constraints…
6
![Page 7: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/7.jpg)
Focus Your Efforts Until…
7
Get to 80%
![Page 8: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/8.jpg)
We Are 80% Sure We Know…
• primary user tasks.
• user’s goals.
• Prioritize as needed with:
- why we are doing this (vision).
- business needs
- etc.
• Have awareness of what we don’t know (yet).
8
![Page 9: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/9.jpg)
Where do I start?
9
![Page 10: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/10.jpg)
Who are your users?
10
![Page 11: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/11.jpg)
Same Job Title, May Differ in…
UserExperience
Frequency of use
Priority of tasks Characteristics
Motivations and attitude
Expectations
11
![Page 12: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/12.jpg)
12
Begin the Research
• Interview the experts:
- Customer Service
- Marketing (Web statistics)
- Training
- Sales/Business development
![Page 13: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/13.jpg)
13
Begin the Research (cont)
• Who are the users?
• How many are there?
• Common complaints?
• Show stoppers?
• Understand:
- Assumptions and stereotypes
- Differences between users
![Page 14: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/14.jpg)
14
Find Out About…
• Tasks: frequency, importance, complexity
• Environment: location, physical ability, situational
limitations
• Experience: job title and subject matter, product use
• Technology: Type of computer, mobile device, Internet
connection
![Page 15: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/15.jpg)
15
Define Primary & Secondary Users
• Separate by:
- Needs
- Goals (Why will they use the product?)
- Environment (Where will they use it?)
- Context (When will they use it?)
- How else do they differ?
![Page 16: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/16.jpg)
Now You Have User
Groups
[perhaps very loosely
defined]
16
![Page 17: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/17.jpg)
Model Project
• Card Sort
• What we know
• Profile/Personas
• Tasks / Mental Models
• User Stories
• Wireframes
Discovery & Goal Setting
• Sprint(s)
• What we don’t know - Interview or Observations
• Usability Test Prototype
1st Prototype• Sprint(s)
• More research as questions arise
• Usability Test Prototype
2nd
Prototype
17
![Page 18: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/18.jpg)
Share What You Learn
18
![Page 19: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/19.jpg)
19
Personas
• Help guide decisions about:
- Navigation
- Features
- Design
• Archetype, based on research.
![Page 20: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/20.jpg)
20
![Page 21: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/21.jpg)
Task Analysis
21
Example of a Task Analysis by Todd Zaki Warfel from his Agile2010 presentation
"Opening the Kimono a look behind the design process."
![Page 22: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/22.jpg)
Mental Models…
• Help the team
- understand user’s reasons for doing things.
- design for user’s needs and behaviors.
• Help management
- Prioritize content and solutions.
- Create solutions for opportunities.
![Page 23: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/23.jpg)
Mental Model
Behaviors, thoughts, goals or intents of users
Content and/or solutions provided
Mental Space (goal or intent)
Opportunity
![Page 24: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/24.jpg)
Actionable Gap AnalysisMental States & High Level Tasks
•Make appointment
•Plan for future appointments
•Coordinate appointments
Suggested Solutions
•FAQ on how to make an appointment
•Online Request for Appointment
online
•800 number prominent
Change Situation
![Page 25: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/25.jpg)
Are We Confident?
25
![Page 26: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/26.jpg)
26
![Page 27: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/27.jpg)
27
Confirm Assumptions
• Representative users who DO the tasks.
• Visionaries, leaders, perhaps.
![Page 28: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/28.jpg)
Observations
28
![Page 29: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/29.jpg)
Go to the user
29
![Page 30: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/30.jpg)
30
Why Observe?
• Great way to understand your user’s situation
- Find “cheat sheets” and other artifacts.
- Learn real process they use.
- Number and type of interruptions.
- Find out more about them as people.
![Page 31: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/31.jpg)
31
Sit Back and Watch
• Arrive when they will be doing related tasks.
• Observe for as long as needed:
- 1/2 hour each - quick repetitive tasks
- >1 hour for longer processes
• Stay out of their “space” and don’t interrupt.
• Take photos and videos.
![Page 32: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/32.jpg)
32
Take Detailed Notes
• Write down questions and when they occurred.
• Look for patterns and differences:
- Style of tasks
- Order of operations
- Environment
![Page 33: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/33.jpg)
33
Clarify Observations
• After observation ask about:
- Why they do task?
- What is their goal?
- How typical was this process?
- Parts of the process you found confusing.
![Page 34: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/34.jpg)
Collect, Copy, and/or
Photograph Artifacts!
34
![Page 35: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/35.jpg)
Interviews
35
![Page 36: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/36.jpg)
36
Interviews
• Discover facts and opinions
- Structured
- Open-ended
- Combination
• Scripts
- Promote consistency
- Memory tool for facilitator
![Page 37: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/37.jpg)
37
Facilitate
• Unbiased questions
• Remain passive
• Ask your question and let them talk
• Encourage participant to elaborate
• Listen for vocalizations
• Watch non-verbal gestures
![Page 38: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/38.jpg)
Silence is Golden
38
Wait for it…
Wait for it…
Wait for it…
![Page 39: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/39.jpg)
Activity: Interview
• Pick a partner and interview about common subject:
- Washing clothing (size of family, separation, etc.)
- Getting gas (type of vehicle, when get it, etc.)
- Make travel arrangements (what’s important to them)
- Getting ready in morning (order of activities)
39
![Page 40: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/40.jpg)
Interviews
• How many of you started to hear a pattern?
• How many more interviews would you need to verify?
40
![Page 41: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/41.jpg)
41
Focus Groups
• Group interviews
• Reveal perceived desires, experiences and priorities
- What and how they think
• Good moderator is key
- Group can be dominated, biased, coerced
- May hear from minority of participants
• Relatively inexpensive
![Page 42: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/42.jpg)
Usability Testing
(Demo, Acceptance Test)
42
![Page 43: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/43.jpg)
43
Usability Testing
• Target users perform representative tasks.
• Understand impact on users.
• Measure success.
• Types of usability tests:
• Formal - usability measures
• Informal – qualitative data
• Lab, remote, on-site (home, conference, etc.)
• Observed by stakeholders!
![Page 44: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/44.jpg)
Test Anything
at Anytime!
44
![Page 45: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/45.jpg)
45
Card Sorting
Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series,
Information & Design.
http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
Optimal Sort, Optimal Workshop - http://www.optimalworkshop.com/
Demo: https://livedemo.optimalworkshop.com/optimalsort/supermarketdemo
![Page 46: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/46.jpg)
How Do I Find
Participants?
46
![Page 47: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/47.jpg)
47
Create a Screener
• Guide that helps determine who will participate.
• Ask people to describe, then get details:
- Highest level of education.
- Computer activities.
- Web use.
• People who pass the screener should closely match
your user group definition
![Page 48: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/48.jpg)
48
Hire a Recruiter
• Allows you to focus on activity.
• Can tell if person will be a good participant.
• May already have a list they can start with.
• Good recruiters:
- find right participants.
- give regular updates.
- take care of directions, confirmations, incentives, etc.
![Page 49: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/49.jpg)
49
If You Must Do it Yourself...
• Go where users go and intercept
• Online user groups
• Professional organizations
• Craigslist
• Use tools like Ethnio through your website
http://ethnio.com
• Always conduct final recruiting by phone.
• Ask questions that force them to talk.
• Don’t recruit non-talkers.
![Page 50: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/50.jpg)
50
Number of Users to Test
• As many as possible (rarely statistically significant)
• Usability Testing Research (in 1990’s)
- 5 from distinct sub-group of the user population will
yield 80% of the findings (Nielsen, Virzi, Lewis)
- Assumes expert has reviewed for obvious issues
• Recommend:
- Early tests with 8 – 12 users per user group
- Iterative testing (3 per day, iterate, 3 new users)
Barnum, Carol M. (Jan. 2003). What’s in a Number? STC Usability SIG Newsletter, Usability Interface. http://www.stcsig.org/usability/newsletter/0301-number.html Retrieved: 20080323
![Page 51: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/51.jpg)
51
![Page 52: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/52.jpg)
52
Welcome & Prepare
• Participation will help team and is appreciated.
• Purpose of research.
• Expectations of the participant.
• Sign paperwork:
- Non-Disclosure Agreement(s)
- Consent Form
![Page 53: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/53.jpg)
Your Goal
53
![Page 54: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/54.jpg)
54
We’re Looking for Patterns
• Identify repetition
• After pattern is found, continuation of study
- Adds cost
- Delays reporting
- Low probability of many new findings
![Page 55: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/55.jpg)
Update Communications
55
![Page 56: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/56.jpg)
Model Project
• Sprint(s)
• Continue Research
• Usability Test Prototype
3rd
Prototype
• Sprint(s)
• Prepare for next stage/project
• Usability Test Prototype
4th
Prototype • Sprint(s)
• Prepare for next stage/project
• Usability Test Prototype
5th
Prototype
56
![Page 57: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/57.jpg)
Do UX Early & Often
57
![Page 58: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/58.jpg)
58
In Closing
• Get to your users
• Find out:
- Goals
- Tasks
• Share the information with your team
![Page 59: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/59.jpg)
59
Recommended Readings
• www.UsabilityBoK.org
![Page 60: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/60.jpg)
60
References• Cato, John. User-Centered Web Design. Addison Wesley Longman; 2001.
• Gaffney, Gerry. (2000) What is Card Sorting? Usability Techniques Series,
Information & Design.
http://www.infodesign.com.au/usabilityresources/design/cardsorting.asp
• Hackos, JoAnn T., PhD and Redish, Janice C. User and Task Analysis for
Interface Design. Wiley; 1998.
• Henry, S.L. and Martinson, M. Evaluating for Accessibility, Usability Testing in
Diverse Situations. Tutorial, 2003 UPA Conference. (Activity)
• Kuniavsky, Mike. Observing the User Experience: a Practitioner's Guide to User
Research. Morgan Kaufmann, 2003.
• Mandel, Theo. The Elements of User Interface Design. Wiley; 1997.
• Nielsen, Jakob and Robert L. Mack. Usability Inspection Methods. John Wiley
& Sons, Inc. 1994.
• Powell, Thomas A. The Complete Reference: Web Design. Osborne/McGraw-
Hill; 2000.
• Rubin, Jeffrey. Handbook of Usability Testing. John Wiley & Sons, Inc.; 1994.
![Page 61: Getting Started With User Research, Presented at Agile2010](https://reader034.vdocuments.us/reader034/viewer/2022051815/540506328d7f72a6768b49bb/html5/thumbnails/61.jpg)
61
Thank You!
• Carol Smith
• Midwest Research, LLC
• http://www.mw-research.com
• Twitter: @carologic
• Blog: http://www.AskaUser.com
• Email: [email protected]