© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED. 1Effectively Communicating User Research Findings
Presented by Jim Ross
7/10/2013
Effectively Communicating User Research Findings
Principal of Research & StrategyElectronic Ink@anotheruxguy
UXPA 2013 - UX Fundamentals track
10 July 2013
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 2
Why this topic?
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Why talk about communicating user research findings?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 3
Why this topic?
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Anyone can write a report, right?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 4
Why this topic?
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Anyone can create a PowerPoint presentation, right?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 5
Why this topic?
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Have you ever given a presentation when it seems like everything goes right…
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 6
Why this topic?
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But few of your recommendations are implemented.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 7
Why this topic?
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Or no one reads your long report.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 8
Why this topic?
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Or your presentation puts the audience to sleep.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 9
Why this topic?
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Or you don’t get the reaction you expect.
You’re wrong!
We could have done that ourselves!
We already knew that!
Source: Flickr – CT State Library
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 10
Why this topic?
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Or they make changes instead of waiting for your deliverable.
Source: Flickr – Blue Oxen Associates 2009
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 11
Why this topic?
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Or you hand off the deliverable and leave the project, and everyone interprets the research any way they wish.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 12
Why this topic?
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Communicating user research findings effectively can be challenging.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 13
Why this topic?
7/10/2013
Communicating user research findings effectively can be challenging.•Raise your hand if you’ve ever…
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 14
Why this topic?
7/10/2013
Communicating user research findings effectively can be challenging.•Raise your hand if you’ve ever…
- Written a long, boring report
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 15
Why this topic?
7/10/2013
Communicating user research findings effectively can be challenging.•Raise your hand if you’ve ever…
- Written a long, boring report- Given a long, boring presentation
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 16
Why this topic?
7/10/2013
To communicate user research findings effectively , you have to:• Explain
• Educate
• Entertain
• Persuade
• Guide
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 17
Why this topic?
7/10/2013
What we’ll talk about• Handling audience reactions to deliverables
• How to choose the best deliverable format
• Advantages and disadvantages of different types of research deliverables
• Tips for creating effective research deliverables
• Communicating research beyond deliverables
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 18
Why this topic?
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What we won’t talk about• Writing skills
• Presentation skills
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 19
Why this topic?
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Who am I to talk about this?• 13 years of experience as a UX researcher and designer
• Created many deliverables
• Made many mistakes
• Learned many lessons
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 20
Audience reactions to deliverables.
7/10/2013
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 21
Audience reactions to deliverables
7/10/2013
Positive reactions• “This is great, but if I presented this to our executives, it
would be like setting off a bomb in the room.” – Client
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 22
Audience reactions to deliverables
7/10/2013
Unfortunately, we don’t always get ideal reactions.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 23
Audience reactions to deliverables
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Negative reactions• Yeah yeah fine, now where are the designs?•We already knew that!•We could have done that ourselves.• You’re wrong!•Why didn’t you mention this problem?• These recommendations aren’t specific enough.• But you only talked with 12 people.•Where did you get these participants?• That’s a training issue.•We can’t fix that.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 24
Audience reactions to deliverables
7/10/2013
Yeah yeah fine, now where are the designs?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 25
Audience reactions to deliverables
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Yeah yeah fine, now where are the designs?Why you get this reaction
• The time between the kickoff and the research deliverables is long.
• Uninvolved client/team members become impatient and anxious.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 26
Audience reactions to deliverables
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Yeah yeah fine, now where are the designs?How to prevent this reaction
• Set expectations about the research activities at the kickoff meeting.
• Keep the client/project team involved.
• Provide frequent updates.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 27
Audience reactions to deliverables
7/10/2013
We already knew that!
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 28
Audience reactions to deliverables
7/10/2013
We already knew that!Why you get this reaction• They usually do know much of the information.
• Research findings often sound like obvious, common sense.
• They misunderstand the purpose of research.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 29
Audience reactions to deliverables
7/10/2013
We already knew that!How to prevent this reaction• Clarify to clients:
- You may already know a lot of this information, but it’s important for the design team to understand it.
- There’s value in gathering, validating, and publishing this information.
- You bring value through your analysis and expert, outside perspective.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 30
Audience reactions to deliverables
7/10/2013
You’re wrong!
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 31
Audience reactions to deliverables
7/10/2013
You’re wrong!Why you get this reaction• You report the participants’ “incorrect” beliefs.
• They think you’re supposed to be a subject-matter expert.
• You’ve revealed your technology ignorance.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 32
Audience reactions to deliverables
7/10/2013
You’re wrong!How to prevent this reaction• Clarify the need for everyone to combine their expertise:
- You’re a user experience expert.- Clients are business and subject matter experts.- Users are experts in their own needs.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 33
Audience reactions to deliverables
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You’re wrong!How to prevent this reaction• Explain that
- “Incorrect” information is valuable.- Research findings are iterative, and you welcome clarifications.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 34
Audience reactions to deliverables
7/10/2013
We could have done that ourselves!
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 35
Audience reactions to deliverables
7/10/2013
We could have done that ourselves!Why you get this reaction• Findings often seem like common sense.
• We make it seem easy – anyone can watch people and ask questions.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 36
Audience reactions to deliverables
7/10/2013
We could have done that ourselves!How to handle this reaction• Turn it around on them: “Then why haven’t you?”
• Remind them why they haven’t done it themselves:- Lack of time- Lack of knowledge and skills- Lack of outside perspective
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 37
Audience reactions to deliverables
7/10/2013
But you only talked with 12 people.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 38
Audience reactions to deliverables
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But you only talked with 12 people.Why you get this reaction• They’re more familiar with quantitative research.
• They don’t understand qualitative research.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 39
Audience reactions to deliverables
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But you only talked with 12 people.How to prevent this reaction• Explain at the beginning of the project:
- The difference between qualitative and quantitative research- The value of observing behavior
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 40
Audience reactions to deliverables
7/10/2013
Where did you get these participants?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 41
Audience reactions to deliverables
7/10/2013
Where did you get these participants?Why you get this reaction• We deliver bad news.
• It’s easier to blame the participants than to believe the bad news.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 42
Audience reactions to deliverables
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Where did you get these participants?How to prevent this reaction• Involve the client and project team in recruiting by having them:
- Provide input on the types of people to recruit- Approve the screener - Approve the list of recruited participants
• Use video clips of multiple participants with the same reaction.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 43
Audience reactions to deliverables
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Why didn’t you mention this problem?
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Audience reactions to deliverables
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Why didn’t you mention this problem?Why you get this reaction• You didn’t specifically mention someone’s pet-peeve.
• They don’t understand the types of findings different research methods provide.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 45
Audience reactions to deliverables
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Why didn’t you mention this problem?How to prevent this reaction• At the beginning of the project, explain the types of findings
your research will provide.- For example, usability testing versus field studies
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 46
Audience reactions to deliverables
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These recommendations aren’t specific enough.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 47
Audience reactions to deliverables
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These recommendations aren’t specific enough.Why you get this reaction• Some expect a specific, actionable recommendation for each
problem.
• But that’s not always possible or appropriate in a research deliverable.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 48
Audience reactions to deliverables
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These recommendations aren’t specific enough.How to prevent this reaction• Explain up front that
- Some recommendations will be specific and actionable.- Others will be general and may require more research or
design exploration.- It’s important not to prematurely box in the design direction.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 49
Audience reactions to deliverables
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That’s a training issue.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 50
Audience reactions to deliverables
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That’s a training issue.Why you get this reaction• It seems like an easy way to get out of fixing problems.
• It seems easier to change people than to change technology.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 51
Audience reactions to deliverables
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That’s a training issue.How to handle this reaction• Explain that
- Usability minimizes the need for training.- Usability problems only need to be fixed once, while training is
ongoing.- Training doesn’t solve inefficiency of use.- Training doesn’t help infrequent users.- It’s easier to change technology than to change people.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 52
Audience reactions to deliverables
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We can’t fix that.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 53
Audience reactions to deliverables
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We can’t fix that.Why you get this reaction• The same issues that caused the problem remain in the way of
fixing it.- Technical issues- Regulatory and legal issues- Conflict with business goals- Organizational turf- Executive whims
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 54
Audience reactions to deliverables
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We can’t fix that.How to prevent this reaction• Consult your own technical resources.
• Present to the decision makers.
• Keep your recommendations flexible.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 55
Audience reactions to deliverables
7/10/2013
Your experience•What kinds of negative reactions have you received?•How did you handle those?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 56
Audience reactions to deliverables
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The overall lessons• Negative reactions arise from misunderstandings.
• Set the right expectations from the beginning.
• Communicate throughout the project.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 57
Choosing a deliverable format.
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© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 58
Choosing a deliverable format
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Considerations• What type of research was it?
• Who is the audience?
• Will you remain on the project or go away?
• How soon do they need the findings?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 59
Choosing a deliverable format
7/10/2013
What type of research was it? • Interface-related (usability testing, expert review, etc.)?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 60
Choosing a deliverable format
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What type of research was it? • Or field studies?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 61
Choosing a deliverable format
7/10/2013
Who is the audience?• High-level executives or designers/developers?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 62
Choosing a deliverable format
7/10/2013
Who is the audience?• A client or an internal project team?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 63
Choosing a deliverable format
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How soon do they need the findings?• As soon as possible?
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Choosing a deliverable format
7/10/2013
How soon do they need the findings?• Or no rush?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 65
Choosing a deliverable format
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Will you remain on the project?• The deliverable can be more high-level.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 66
Choosing a deliverable format
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Or will you deliver the findings and go away?• The deliverable has to be detailed and clear enough to stand in
for you.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 67
Types of research deliverables.
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Advantages and disadvantages
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 68
Types of research deliverables
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• No deliverable at all
• Quick findings
• Annotated designs
• Reports
• Presentations
• Findings and Recommendations Matrix
• Other types of deliverables: personas, scenarios, workflow diagrams, etc.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 69
Types of research deliverables
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No deliverable at all
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 70
Types of research deliverables
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No deliverable at allAdvantages• Saves time and money
• Encourages team participation in the research through:- Observation- Collaborative analysis and discussion
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 71
Types of research deliverables
7/10/2013
No deliverable at allDisadvantages• No documentation for future use
• Knowledge only exists in people’s heads
• Nothing tangible to show for the research
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 72
Types of research deliverables
7/10/2013
Quick findings
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 73
Types of research deliverables
7/10/2013
Quick findingsAdvantages• Saves time and money
• Can discuss findings soon after research
• Ideal for quick iteration
• Some documentation exists for future reference
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 74
Types of research deliverables
7/10/2013
Quick findingsDisadvantages• No detailed analysis
• Findings remain high-level
• Details can get lost
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 75
Types of research deliverables
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Annotated designs
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 76
Types of research deliverables
7/10/2013
Annotated designsAdvantages• Combines the best aspects of
reports and presentations- Visual
- Explains problems more clearly by pointing to them
- Appears more approachable and less dense than a report
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 77
Types of research deliverables
7/10/2013
Annotated designsAdvantages• Combines the best aspects of reports and
presentations- Text
- Provides more explanation than a presentation
- Stands on its own as a deliverable and makes sense later
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 78
Types of research deliverables
7/10/2013
Annotated designsDisadvantages• Only suitable for interface-related findings
• Difficult to present
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 79
Types of research deliverables
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Reports
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 80
Types of research deliverables
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ReportsAdvantages• Provide the most detail
• Stand alone
• Serve as an archive
• Allow your presentation to be more high-level
• Appear substantial
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 81
Types of research deliverables
7/10/2013
ReportsAdvantages• Most flexible format – a container for anything:
- Text- Images- Annotated screens- Quotes- Personas- Diagrams- Visualizations- Links to video or audio clips
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 82
Types of research deliverables
7/10/2013
ReportsDisadvantages• Can be too long
• Take longer to create
• People often don’t read them
• Also have to create a presentation
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 83
Types of research deliverables
7/10/2013
Presentations (two types)• Presentation in addition to a report
• Presentation as the only deliverable
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 84
Types of research deliverables
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Presentation in addition to a report
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 85
Types of research deliverables
7/10/2013
Presentation in addition to a reportAdvantages• Can keep it high-level
• Don’t have to cover everything
• Can optimize for presenting – less text, more visual
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Types of research deliverables
7/10/2013
Presentation in addition to a reportDisadvantages• Need to create two deliverables
• Those who attend the presentation may not read the report
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 87
Types of research deliverables
7/10/2013
Presentation as the only deliverable
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 88
Types of research deliverables
7/10/2013
Presentation as the only deliverableAdvantages• Takes less time
• Costs less
• More people attend a presentation than read a report
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 89
Types of research deliverables
7/10/2013
Presentation as the only deliverableDisadvantages• Has to cram in everything or leave out details
• Has to be detailed enough to stand alone
• Is not the best format to convey detail
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 90
Types of research deliverables
7/10/2013
Presentation as the only deliverableYou either end up with: • A text-heavy presentation
• Or you have to leave out information
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 91
Types of research deliverables
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Presentation as the only deliverableSo how do you solve this dilemma?• Don’t create a presentation as the only deliverable
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 92
Types of research deliverables
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Presentation as the only deliverableSo how do you solve this dilemma?• Put the detail in an appendix
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 93
Types of research deliverables
7/10/2013
Presentation as the only deliverableSo how do you solve this dilemma?• Create a presentation version AND a detailed, standalone
version
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 94
Types of research deliverables
7/10/2013
Presentation as the only deliverableSo how do you solve this dilemma?• Record your presentation (screen and audio) so others can view
it later
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 95
Types of research deliverables
7/10/2013
Presentation as the only deliverableSo how do you solve this dilemma?• Provide annotated designs instead of a presentation
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 96
Types of research deliverables
7/10/2013
Presentation as the only deliverableSo how do you solve this dilemma?• Create a high-level presentation and a findings and
recommendations matrix to contain the details…
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 97
Types of research deliverables
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Findings and recommendations matrix
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 98
Types of research deliverables
7/10/2013
Findings and recommendations matrixAdvantages• Provides an easy way to see the recommendations
• Contains the detail, allowing the presentation to remain high-level
• Can take the place of a report
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 99
Types of research deliverables
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Findings and recommendations matrixDisadvantages• Another deliverable to create, which takes additional time
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 100
Types of research deliverables
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Other types of research deliverables• Personas
• Scenarios
• Workflow diagrams
• Task analysis diagrams
• Customer journey maps
• And more…
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 101
Types of research deliverables
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Other types of research deliverablesAdvantages• Often communicate better than words alone
• Easier, quicker, and more interesting to read than a report
• People refer back to them more often than re-reading a report
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Types of research deliverables
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Other types of research deliverablesDisadvantages• Additional deliverables to create, which takes additional time
• Don’t stand alone – additional deliverables are necessary
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Types of research deliverables
7/10/2013
Your experience• Which types of deliverables have you found most or least
useful?
• Other types of deliverables?
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 104
Creating effective research deliverables.
7/10/2013
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Creating effective research deliverables
7/10/2013
For an effective research deliverable• Use a good template.
• Make it look good.
• Explain the methods.
• Note the positive aspects.
• Visualize findings: using photos, quotes, audio and video clips.
• Visualize recommendations.
• Prioritize the findings and recommendations.
• Guide the audience on the next steps.
• Get it reviewed.
• Ensure that the right people attend.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 106
Creating effective research deliverables
7/10/2013
Use a good template.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 107
What a research deliverable needs to do
7/10/2013
Make it look good, so that people will read it and pay attention.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 108
What a research deliverable needs to do
7/10/2013
Make it look good, so that people will read it and pay attention.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 109
Creating effective research deliverables
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Explain the methods you used.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 110
Creating effective research deliverables
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Note the positive aspects.
© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.Effectively Communicating User Research Findings 111
Creating effective research deliverables
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Visualize the findings.
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Creating effective research deliverables
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Visualize the findings.
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Creating effective research deliverables
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Visualize the findings.
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Creating effective research deliverables
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Visualize the findings.
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Creating effective research deliverables
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Use photos to help explain your methods.
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Creating effective research deliverables
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Use photos to help explain your methods.
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Creating effective research deliverables
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Use photos to show what you found in the research.
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Creating effective research deliverables
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Use quotes.
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Creating effective research deliverables
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Use quotes, but don’t overdo it.
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Creating effective research deliverables
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Use quotes – longer, multiple quotes work better in reports.
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Creating effective research deliverables
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Use quotes sparingly in presentations.
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Creating effective research deliverables
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Use quotes sparingly in presentations.
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Creating effective research deliverables
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Use quotes sparingly in presentations, or create two versions.
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Creating effective research deliverables
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Show video clips and audio clips.
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Creating effective research deliverables
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Visualize the recommendations.
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Creating effective research deliverables
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Visualize recommendations with mockups.
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Creating effective research deliverables
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Visualize recommendations by showing examples.
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Creating effective research deliverables
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Visualize recommendations by showing examples.
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Creating effective research deliverables
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Prioritize the findings and recommendations.
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Creating effective research deliverables
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Guide the audience on the next steps.
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Creating effective research deliverables
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Guide the audience on the next steps.
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Creating effective research deliverables
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Get it reviewed.
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Creating effective research deliverables
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Get it reviewed.
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Creating effective research deliverables
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Ensure that the right people attend the presentation.
Source: Flickr – Charles Roffey
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Beyond deliverables.
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Is “delivery” the best way to impart research findings?
Beyond deliverables
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Source: Flickr – Intangible Arts
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Beyond deliverables
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Problems with delivery• Research is less impactful without experiencing it firsthand.
• People only take in and remember some of the information.
• Deliverables aren’t an effective substitute for you after you’re gone.
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Beyond deliverables
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The solution: collaborative research• Involve the clients and project team in
- Planning- Observing- Analysis
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Involve the clients and project team in planning.
Beyond deliverables
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Involve the clients and project team in observing the research.
Beyond deliverables
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Source: Flickr – Rosenfeld Media 2009
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Involve the clients and project team in analyzing the results.
Beyond deliverables
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Source: Flickr – Rosenfeld Media 2009Source: Flickr – Jason DeRuna
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Beyond deliverables
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Collaborative research gives the team:• More empathy for the users
• A deeper understanding of the problems and recommended solutions
• A stronger sense of responsibility to solve the problems
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But still provide a deliverable to document the research.
Beyond deliverables
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Beyond deliverables
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Remain involved after presenting the deliverable:• To answer questions and provide guidance
• To collaborate on the design
• To conduct further research
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Conclusion.
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Conclusion
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To effectively communicate user research:• Set the right expectations.
• Communicate throughout the research process.
• Conduct collaborative research.
• Create a deliverable.
• Remain involved.
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Thank You.
Effectively Communicating User Research Findings 1477/10/2013
Jim Ross
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Questions and Discussion.
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© 2012. ELECTRONIC INK, INC. ALL RIGHTS RESERVED.
Thank You.
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Jim Ross