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5 Habits of an “Effective” User Researcher

Sareeka Malhotra2003

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The 5 Habits of an Effective Researcher

• Does groundwork like a detective• Prepares to fire-fight before fire spreads

• Focuses on the user like an eagle

• Synthesizes like a guru and relays feedback like a pro

• Revisits his habits with changing times

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An “Effective” researcher….

• Does groundwork like a detective– Understands business objectives, rationale, and metrics

– Asks for more information – market data, past research, analytics data

– Researches competition as applicable– Is not afraid to ask “dumb” questions

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How it helps!Upfront homework helps ask the right questions

Helps design research relevant and tailored to business goal

Increases the probability of success of research

Eventually meets business goals and increases your credibility!

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An “Effective” researcher…• Prepares to fire-fight before fire spreads– Is not afraid to say "No"

• Engages at least 3-4 weeks before testing

• Keeps at least 2 weeks for recruiting• Conducts pilot at least 2 days before testing

• Keeps a “contingency” buffer

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An “Effective” researcher…• Prepares to fire-fight before fire spreads– Identifies influencers and decision makers

– Documents roles and responsibilities – Enforces formal, written sign off – Discourages fragmented communication– Establishes a central repository as a as the “Source of Truth”

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How it helps!Keeps the research scope and timeline sacred

Avoids last minute surprises and crisis

Preserves the quality and integrity of research

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An “Effective” researcher….

• Focuses on the user like an eagle– Makes the right first and last impressionsCover everything with everyone! – a cheat sheet• Session objective• Role of researcher• Role of participant• Recording• Observers• Etc. …

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An “Effective” researcher….

• Focuses on the user like an eagle– Keeps himself small in the relationship

• Sits back in a low chair• Keeps a comfortable distance• Keeps a “humble” body language• Adopts a friendly tone and a smile

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An “Effective” researcher….

• Focuses on the user like an eagle– “Converses” as opposed to “interrogating”

• Engages user in a “dialogue” • “Listens” well• Adjusts line of questioning to user needs

– Maintains a poker face• Does not let his face or tone betray his emotions

• Does not patronize the user

That’s excellent feedback! You are doing great!

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An “Effective” researcher….

• Focuses on the user like an eagle– Explores in a neutral fashion

• Prompts - asks “incomplete” questions

• Uses layman language and not tech-speak.

And you thought…..? And you were looking for…..?

Navigation Breadcrumb

Progress Meter

Cognitive Overload

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What should you do if the user “seems” to be lost during a usability session?

• Don’t “assume” the user is lost!• Don’t put words in his mouth!• Count till 5 before jumping in!

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An “Effective” researcher….

• Focuses on the user like an eagle– Explores in a neutral fashion

• Lets the user point out the design flaw by “failing”

• Echoes to the user what he/she has learned“So you said that you would

prefer to have…..”

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An “Effective” researcher….

• Focuses on the user like an eagle– Engages the introvert as well as the extrovert

– Don’t be shy to move on with an extrovert

– Don’t be shy to probe the introvert

“I have made note of this…now let’s move

on…”

“What’s going on in your mind?”

If user is an obviously wrong recruit –politely excuse yourself, pay the user, and run!

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How it helps!Study flows more naturally

Research becomes less “interrogation," more “exploration”

Users share more insights candidly and fearlessly

Research becomes richer and more valuable!

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How it helps!Fosters cross disciplinary trust and appreciation

Highlighting positives projects you as unbiased

Focusing on the “bigger” picture projects you as “business savvy" not just research savvy.

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Reporting

– Agree on a format of deliverables with your audience (high level versus detailed, PowerPoint versus Word, etc.)

– Share samples of work– Customize to specific situation

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An “Effective” researcher….

• “Revisits his habits with changing times!”

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The 5 Habits of an Effective Researcher

• Does groundwork like a detective

• Prepares to fire-fight before fire spreads

• Focuses on the user like an eagle

• Synthesizes like a guru and relays feedback like a pro

• Revisits his habits with changing times

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Thanks!