Download - User Research: trying to answer the why and how questions

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Page 1: User Research: trying to answer the why and how questions

user research: trying to answer the why and how questions aga szóstek(at)gmail.com

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why doing user research in the first place?

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- users have different goals than designers

- users do not care for design success

-  there is more than one user per solution

-  there is more than one solution per problem

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traditional user research -  formal -  informative -  answers -  precision -  understanding -  raw data

generative methods -  informal -  inspirational -  questions -  ambiguity -  empathy -  interpretation

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user research: an example

PhD  project:  Sebas1an  Denef    Promoters:  David  V.  Keyson  i  Reinhard  Oppermann      

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How do firemen deal with dangerous situations in the midst of the action? How could their actions be supported through interactive technologies?

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OBSERVATIONS

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TOOL ANALYSIS

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ROLE PLAYING

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BUILDING EMPATHY

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using generative methods: an example

Welcome Experience at a telecom provider Aga Szóstek, Marcin Piotrowski, Joanna Kwiatkowska    

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first month with a telecom provider

provider

first impressions

user

trial period

uncertainty

building relationship

gaining trust

adjusting offer

explaining payment

upselling

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partcipants -  20 persons (50% M, 50% F) -  recruited at the door of the provider’s shop -  committed to buy a postpaid plan -  signing an agreement to participate

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diary / blog study

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love / hate letters

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creative workshop

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why and when traditional user research?

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-  works great for the defined design space -  helps to objectify discovered phenomena -  supports task oriented design -  resolves interaction problems -  focuses in iterative measurement of progress -  enables comparison

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why and when generative methods?

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-  high complexity of the design issues (so called: wicked problems)

-  uncertainty what truly is the design challenge

-  need for flexibility to approach the solution

-  building empathy

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who should participate?

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snowball sampling: when you want to find users who have similar

interests, jobs or lifestyle

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extreme case sampling: when you want to find users who are extreme

representatives of certain behaviours (e.g. firemen for a decision-taking study

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homogenous sampling: when you want to find users who are very much

alike in a certain aspect

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maximum variation sampling: when you want to find users who are very different

with respect to a certain aspect

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convenience sampling: when you just want to find users

who are together for some reason (eg. a workshop) and agree to participate in the study

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opportunistic sampling: when you just want to find

truly random users

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references

Denef, S.; Keyson, D.; Oppermann, R. Rigid Structures, Independent Units, Monitoring: Organizing Patterns in Frontline Firefighting. In Proceedings of the 2011 SIGCHI Conference on Human Factors in Computing Systems, Austin, TX, USA, 5–10 May 2011; pp. 1949–1958. Pallot, Marc, et al. "Living lab research landscape: From user centred design and user experience towards user cocreation." First European Summer School'Living Labs'. 2010.