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User Research and Usability Methods workshop

Jon-Eric Steinbomer, Director of Research Jessica Sears Steinbomer, Principal

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9-10 Research Methods!10-10:30 Recruiting Participants!coffee <br>!10:45-11:15 Study Plans & Moderator Guides!11:15-12:00 Moderate!!12:00-1:00 Lunch & Presenting Research

Our Agenda

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UX Research

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What people do!!

How people use!!

Small sample size - usually 8-12 people per study!....but great depth

UX Research

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• Test early - with prototypes whenever possible.!

• Evidence is more important than deliverables.!

• Iterate on the design during the research phase.!

• Collaboration with design & development.!

• Focus on behaviors rather opinions.

Key UX Research Principals

“Individuals and interactions over processes and tools” -Agile Manifesto

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Methods

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Study Planning!Recruiting!Study Sessions!Analysis and Reporting!

Structure Common to All Methods

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• What are the goals?!• What are the research questions?!• Who are the users?!• Which context is appropriate?!• Which research method is

appropriate?!

Study Planning

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• Research Goals!• Research Questions!• Participants!• Method!• Measures!• Specific Tasks and Questions!

Study Plans Contain

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• Usability Lab!• Remote !• On Location (ethnography)

Contexts

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Usability Lab

Behind the glass Moderator communicates through microphone “voice of God”

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Silverback ($69.95)

Usability Lab Software

Morae ($1,995)

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• Participant Comfort!• Limit Distraction!• Just you and the participant!• Chat with observers/note-takers

Lab Best Practices

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Remote Research

Researchers

ParticipantObservers

Participant

Participant Participant

Participant

Participant

Participant

Participant

Participant

Observers

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Ethnographic “bonus”Participants are more comfortable as they speak to us using their own OS, browser, resolution, etc.

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Tools

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Remote Case Study

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• Too many abandonsSweepstakes entry form

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Live Intercept

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Recommendations sample• Top-down design

• Validation before human verify

• Better error feedback

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Remote UX Research Best Practices

• Mind the time zones.!• One moderator per session.!• If time allows, start broad, then narrow down to your

subject (website, prototype, product).!• Have a backup plan for the screen-share. !• Test the screen share before the session.

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Ethnography - Best Practices!

• Limit the number of interviewers - 2 people if possible!

• Be nimble!• Mind the background

noise!• Note the environmental

factors!• Take lots of pictures and

video

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Mobile Research

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Mobile app/Hardware Research

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Prototypes

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Low-Fidelity Paper-based prototype

Mid-fidelity Balsamiq prototype

Full-Fidelity “clickable” prototype

Gesture prototype testing (Kinect)

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Prototype Testing Best Practices

• Flexibility when moderating is key!• Prototype should be easily modified!• Comfort with things breaking !• Make participant aware it’s a

prototype!

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Moderating

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Best Practices

• Participant comfort!• It’s not about you (empathy)!• Place your participant as the expert!• Use their words!• Emphasize there is no right or wrong!• Don’t assume - ask!

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Best Practices, cont.

• Avoid asking leading questions or “questioning with the target”!

• Resist rescuing !• Let the participant lead as much as

possible!• Introduce the goals and structure of

the session up-front

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Moderation Issues

• Taking notes while moderating - takes practice!• Time management!• Talkers - interrupting gracefully!• Non-Talkers!• “Bad” Participants!

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Recruiting Participants

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• Personas

• Marketing data

• Call center data

• Sales staff

Identify who you want to speak with

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Forums

Social media

Ethnio - Live Intercept

Cast the net

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Recruiting - Ethnio Live Intercept

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• Screening SurveyCollect the data

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• Organization TipsScheduling

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• Initial Contact

• Scheduling specifics

• Confirm

• Double Check

Make the Call

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• No-shows- Oh No!

• Recruit reserve participants

• Make time in the schedule for reserves

• Mr. Wrong

Bloopers and Out-takes

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Study Plans and Moderator Guides

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Your turn!