Explaining UX research to my mum just got easier

6 memorable design research projects from 2010When I designed and made things for a living it was easy to explain what I did. People formed a mental model of what I did and pigeon-holed me instantly.

… but when my design career was t-boned by research I became a hybrid. Finding the words to articulate my work became much more difficult.

I soon realised that describing whatever project I was working on was the best way to help people understand what I do.

This works well socially, but I figure that my ‘case studies’ list is the professional equivalent.

2010 delivered a fresh and diverse set of examples, so I’ve updated my UX consulting website with some memorable projects.
…should come in handy when I’m asked … “so, what do you do?”

My answer…  “from a mouse to a medical device, mortgages to meteorology, click here to check out 6 UX research case studies”

Oh, and THANKS to y’all who read my blog, I don’t know who all of you are, but wish you a great 2011.

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Swipe this way

You know you’ve overlooked basic design research when your customer can improve your product in a few seconds using a pen and some tape.

This is the case with these three payment terminals.

The design usually includes a discreet symbol to indicate which way the card should go through the slot, an interaction that occurs millions of times per day.

The symbol alone doesn’t get the message across, especially when customers have a queue of people behind them and don’t want to look like a goof.

To save time explaining, and customers feeling like idiots, these shopkeepers have removed all ambiguity with a simple message explaining how to insert your card.

It took observation of customer behaviour to improve this interaction, something the designer should have done, not the shopkeeper (who pays for the service).

Last week, for the first time, I saw this.

I like to think that a designer out there took notice of these shopkeeper hacks, then integrated them into the new design.

If your customers could hack the design of your product or service what would they change? and how will you respond?

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10 tips for usability studies with children

Usability-with-kids

Children are some of the most demanding and discerning users of interactive products, making them difficult to design for and challenging to moderate in a usability or UX research situation.

Whilst they can’t always articulate their thoughts and you can’t rely on what they say, with a careful approach you can generate incredibly useful design feedback by watching them use a product.

Before kicking off a recent project with with 7-14 year olds, I spoke to teachers, parents and others who have worked with this age group. I’ve added to their collective advice:

1. Have a guardian introduce you
Kids will trust you if their parents do, so meet them first, then have the parent introduce you, they’ll also do a better job than you can.

2. Avoid letting the guardian sit in
Kids behave differently when they know their parent is watching.

3. Explain everything
Kids have an amazing bullshit detector. Be transparent about the purposes of the research and why they are  involved.
The usual upfront introduction to the purpose of the research cannot seem like a formality with kids, tell them why they are involved, let them ask questions at the beginning, or they may ‘sit’ on a question waiting for a time to ask it.
Explain any recording equipment. Kids will be distracted by their curiosity so get all the waving to camera etc. out of the way at the start.

4. Use pairs of friends
Pairs feel more comfortable with a stranger (safety in numbers) and are less likely to get stage fright.
Have them take turns interacting, leaving the other free to talk. This can be difficult to manage at times but creates a great dynamic generating rich feedback.

5. Start easy
Kids, (esp. boys) don’t like to be wrong. Make sure they feel confident and reassured by asking super easy icebreaker questions like; “what are your favourite …” etc.

6. Free range
Thinking aloud while using a product can be very distracting for kids and results in unnatural behaviour, so aim for free-range activities with absolute minimum instruction. Slip into the background as much as possible while they are interacting with the product.

7. Together, then one at a time
Start off directing questions at both kids together before addressing them individually, this saves you putting one of them on the spot and will also help you work out and manage the dynamic when one kid dominates.

8. Choose your words carefully
Try to match your language with the kids (particularly nouns). This might mean you refer or point to ‘things’ until they fill the gaps, then gradually adopt their descriptive terms.

9. Leave the room
Choose your timing and make an excuse to exit the room (assuming you have observation facility). This is the best possible way to observe natural behaviour. Don’t blow your cover though, if you say you’re going to get them a drink, bring one back.

10. Don’t load them up on e-numbers
Their concentration levels can quickly evaporate once sugary or coloured foods kick in leaving you short-changed of feedback. …and their parents will curse you on the ride home.

Anyone want to make it a top 11 or 12 ?

UPDATE: I stumbled across a more theoretical article about usability testing with children. It’s coming from a more academic and psychological angle.

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Are we headed this way?

The direction of User Experience in New Zealand ?

With UX still taking shape in New Zealand I think we can learn a lot from what’s happening in other centres. Having just returned home to New Zealand from User Experience research contracts in London, I thought I’d share a few observations:

Everyone’s hiring, especially UX recruiters
There are now several recruitment companies who cover or are dedicated to filling UX roles. They seem to be overflowing with work, but there’s still a skills/experience shortage …anyone who’s good is booked.

Boom time for freelancers
UX Agencies are facing stiff competition from lone consultants, especially for Usability and UX research projects, where the short engagements really suit the freelance ‘gun for hire’. Clients are winning as they get all the insights without paying agency rates. My friend Harry elaborates.

Specialisation
Generalists are recognizing their strengths and doing what they do best. Most noticeable here is a split between designers and researchers, with ‘full service’ UX agencies having a pool of each, complementing each other on a typical project.

Some UX people or agencies specialise by content or industry (Social, Retail, Banking etc.) …some by environment (Mobile, Gaming, etc.) As an example, I met with a small team of consultants who run usability studies for IPTV and in-flight entertainment interfaces. … that’s getting really niche!

Financial sector is poaching top UX talent
Some of the strongest consultants have been pulled across into the world of finance and investment banking, specifically working on trading system interfaces where the smallest improvements in efficiency can result in big gains (or losses, depends which way you look at it).

Informed clients
Clients who are veterans of the User Centered approach now have a mature understanding of UX processes, when to use them, how to commission them, what to expect, and how much to pay.  The standard ‘5 user’ usability testing study has become relatively commoditised as a result.

UX stops at the screen
Multi-channel customer experience projects are (still) thin on the ground. I put this down to siloed teams client-side and that User Experience is still (arrogantly) ‘owned’ by digital, even within organisations. This has to change, and it might be the emerging Service Design agencies who pull it off.

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UX research. Making every minute count

ux-research-interview-clock

Facilitating ‘face to face’ interviews with your clients’ customers is central to UX research. It’s also one of the most difficult of all UX skills to develop.

Valuable insights can be generated and captured during each session but you’re often having to cover a lot of ground in the time allocated.

After hundreds of these sessions I still find myself so deeply immersed in observing the participant’s experience of the product that it’s easy to lose track of these precious minutes, dwelling on one activity or area of focus at the expense of another.

I thought I’d share this very simple tool to help keep track of time and make the most of every minute of these sessions. It’s basically a modified clock face.

Grab yourself a wall clock and cut out a new paper face. Cut a slit from the edge to the centre so it can be slipped around the arms of the clock. Mark and name your time allocations on the new face.
At the beginning of each session, just wind the minute hand back to the start and you’re on your way.

For a 90 minute session mark the segments on a spiral going inward, like in the picture of this one I used recently. Oh, and I removed the hour and second hands too.

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Tune in to customer behaviour, or you’re buggered

Process from an ethnographic study to understand media use in early adopters.
With technology and the way we consume all types of media advancing at a blinding pace, following changes in behaviours, motivations and expectations of customers plays a critical part in informing and providing a great user experience.

It’s nice to think we kiwis are up to date when it comes to technology and that our media providers are armed with this rich customer insight, but in a weekend radio show some TV folk discussed the future of TV in NZ.

TV3 have this to say:

“TV companies have not yet cottoned-on to the internet generation’s wavelength.

We haven’t caught up with them yet … with their understanding of technology… their understanding of the process.

The world is SO different and I’m buggered if I know how we respond to that”.

mmm, Well …now I’m not so sure.

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Apology, or invitation. What’s your message?

Are you being served?

If this were a checkout operator speaking to you, which would you think was most friendly and helpful?

Two signs; Same context, audience and purpose. More design effort has gone into one, but it is the choice of words here which has the most impact on the message they convey.

So when it comes to fine tuning a digital user interface, why is there such a focus on graphic interaction design elements, often tweaked to the nearest pixel with less importance given to copy and messaging?

Refreshingly, a recent website usability project came from the opposite angle. My client had accepted they were deeply immersed in the technical nature of their product and their way of communicating it was out-of-whack with terms their target market would relate to.

The team realised that regardless how perfectly their visual design and site architecture presented their product, it was the words they used to communicate their product which would make it fly…. Or not.

Working with a technical copywriter we were able to identify phrases which really resonated with people, which to avoid and critically, what copy should be ‘front and centre’ to engage and convert potential customers.

During the flow of research participants, we made copy changes on the fly, gaining immediate reaction to provide a rapid cycle of improvement.

As well as taking us down the path of making sense and talking people’s language, it was a strong lesson to get rid of that ‘lorem ipsum’ placeholder text as early as possible when getting feedback from customers.

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Skype takes the hassle out of remote usability

Remote research brings cultural relevance to usability findings, providing the kinds of insights which can only be gained by being there…virtually at least.

I recently ran some remote website usability sessions for a Kiwi startup whose main customer is in the U.S.A. … sure, ‘isolation breeds innovation’ and all that, but when your customers are on the other side of the world, it’s vital that your product connects with them.

A fun project, but choosing which software to run during the sessions was a headache… There’s a boggling number of services to choose from (25 on this link) and there’s no clear winner.

After some experimenting, I went with Skype and it did the job nicely.
Here are some benefits over paid and more sophisticated software I’ve used previously:

  • It’s easy to recruit participants who already use Skype
  • Familiarity means no learning curve for you or participants
  • No install means no wasting valuable session time setting-up
  • Sending links and files is instant with built-in messaging
  • It’s possible to make contact with participants prior to the session
  • It’s free, so that’s hard to argue with

During the sessions, I was able to video chat with the participant for a while, then fire up Skype’s screen-sharing tool, so I could observe their movements on the website while  hearing their thoughts and reactions etc.

Skype’s screen-sharing only works between two computers so if you have clients observing, this will have to be through an external monitor (Make sure they are sitting out of view of your webcam and preferably out of earshot).

The project generated rich insights and shaped the design process moving forward.
I’d definitely use Skype for this again, but would love to hear from anyone who’s used anything else with success.

I also had Adobe Connect recommended …anyone tried that?

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Keeping it ‘old school’ with Diary Studies (Or not)

Yep, the original article from 2010 has mutated and is now about halfway down this page because:

UPDATE 2017. Seven years on and the landscape of remote diary and journalling services has exploded.

I’m always looking for better ways to understand customer behaviour and the experiences customers have in their own context, out in the wild.

The latest of these is Streetbees, ‘your eyes and ears on the street’ which has coverage in 87 countries and looks like a ‘selfie’ version of remote usability testing service usertesting.com, where consumer ‘bees’ get paid a small sum to film their impressions while they complete a task. I’m seeing insights dripping in honey.

… and Over the Shoulder, less of a DIY tech platform and more of a managed service for qualitative mobile ethnography.

Also… I believe Sarah Cambridge has the definitive article on Diaries here on a slideshare:

 

Also… I’ve now had a crack at running a video diary study (with a camera couriered out to each person), with great success, and in the ‘how-to’ article show you what’s involved with some tips from my experiences. Article here: Capture the moment with video diary studies

REMOTE DIARY SERVICES / PLATFORMS:
There are some interesting ‘mobile ethnography’ tools on the market, using web and mobile channels to capture, collate and filter all this stuff as it occurs in the field:

7daysinmylife …Which might be more ‘manual’ than it looks.
Consumerthink …Which appears to do everything. Hmm. I guess you have an account manager to build out the tool to fit your project.
CX Workout A mobile diary and ‘co-design’ platform which apparently builds journey maps. 
D Scout Which has fast become the UX researcher’s favourite way to capture participants’ ‘mobile moments’ during diaries, lifestyle and retail studies.
Experiencefellow …Why not slip into your customers’ shoes?
ethosapp …’An ethnographer in your pocket’, apparently.
Overtheshoulder … Seems similar to Streetbees, but less of a DIY platform and more of managed service.
Revelation … A versatile platform at a premium price …with what look like some useful data analysis tools.
Streetbees, more (and probably more reach) in the moment video vox-pop.
thethinkingshed …Which seems to be like a blog platform for your participants.
Watchmethink …for some in the moment video vox-pop.
webnographer …Which smells like a remote usability tool.
Voxpopme … Which is a little like Watchmethink, but with an impressive transcription and compiling function. I’ve tried a beta of this and while a bit clumsy for long form, it’s great for highlights and the technology is going to be truly amazing one day.

From speaking to John, the founder of ‘Watchmethink’, it seems quality and motivation of the sample is the big ‘gotcha’ here for serious researchers – as opposed to vox-pop collectors – so quite possibly the way to get the most from these services is to do your own recruit and just use the tool as a platform. 

WEARABLE GADGETS:
Oh, and here are some filming gadgets which ‘log’ activity from the subjects’ point of view:

Autographer
Narrative Clip
Looxcie

Now… here’s that original article:

Keeping it old school…

Impressive technology, but ‘whizz-bang’ isn’t always the answer. I sometimes stick to the traditional pen and paper approach for a diary study, as this also has it’s benefits over the digital tools which seem so tempting…

For the uninitiated, diary studies in UX are a qualitative research method where participants record events, interactions, attitudes etc. in diary format over days or weeks. They are a great way to study customer behaviours in the context using a product or service over time, as opposed to during a traditional in-context interview.

In the study which prompted this article back in 2010 I was interested in how and where people used a prototype mouse in their day to day activities and how well it performed in each situation.

For a mouse project I had users try different prototypes and rank them against each other during a week... using paper forms.

For a mouse project I had users try different prototypes and rank them against each other during a week… using paper forms.

Here are some ways I feel the old-school method holds its’ own:

It’s human
No learning curve, no teething problems. Paper and pen doesn’t require login details, needs almost no instructions, is ultra portable, and doesn’t rely on web or mobile coverage. Participants don’t have to think about or remember anything other than jotting down their thoughts.

It’s flexible
Photos are great, and really help to add context, but I’m always amazed at how pictorial some people make their diary notes. Sketching and doodling on a blank sheet of paper is always going to win over an online text-entry box.

‘till the fat lady sings
The real gems from these studies emerge in the exit interview with each participant. When they’re looking back over their own handwriting, these paper diaries transport people back to those moments in time, where you can access the rich detail needed to paint the full picture. It’s literally a trigger for them to share stories, which is where the ‘gold’ always reveals itself in interviews.

It’s immersive
I love the process of pinning-up diary data around a room.
Having met each participant, built rapport and empathy, this is somehow retained when you’re surrounded in their scrawl. All those attitudes and responses pop back in your mind, help you get into their character, see things through their eyes and in relation to their context.

When the right type of project comes along, I’ll give the ‘digital ethnography’ tools a shot, but until then, I know I’ve got paper.

UPDATE 2015: I’ve now had a crack at running a video diary study, with great success.

Even so …I’d love to hear from someone who’s run an ethno project using any of these tools.

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User Centred Design, for the long haul.

air-new-zealand-user centred design of seating.

During a 9 month project with IDEO, Air New Zealand took a user centred approach to improve seating design for their long haul services. They built full scale prototypes of cabin interiors to carry out design research, evaluating seating and service concepts with real passengers.

The project began in 2007 with a goal of understanding passenger needs during long haul flights. Following extensive interviewing of passengers and flight attendants, a design team built seat concepts from polystyrene and cardboard.

Paid actors, as well as customers sat (or lay) through three hour research sessions simulating the in-flight experience. The actors were included to enhance the sense of realism, in addition to engine noise and full cabin service.

air-new-zealand-ideo-design research

Finding a point of difference is a challenge for airlines. While Qantas’ recent design efforts focussed on the aesthetic, commissioning Marc Newson to add a layer of style to the A380 interior, Air New Zealand choose to tackle the challenge from the customer’s viewpoint, leaving style out of the question until the functionality was humming.

As well as researching the way passengers used the seating concepts, a ‘fresh eyes’ approach was taken when selecting a design team. Air New Zealand opted to work with industrial designers who had ergonomics experience, but were new to airline seating, avoid preconceptions, maximising  freedom to take risks and innovate.

A groundbreaking three year project with User Centred Design at the heart, resulting in true innovation based on fresh thinking and real customer insight.

What a dream project.

Watch an unexpectedly cheesy 2min video which will give you some glimpses into the process.

View the website created to showcase the new seating types

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