UX Research
User Experience (UX) Research
2022/03/15 (更新投影片)
2022/04/30 (新增連結)
2022/05/01 (新增連結)
2024/06/03 (新增連結)
簡介
UX研究從目的來看，有兩大類，一類是透過研究了解使用者，通常是在設計之前進行，另一類是透過使用者參與研究確認(或測試)我們的設計是對的，通常是在設計中或者設計後進行。了解使用者又有兩種，一種是發現(discovery)，主要的目的是去了解未知的需求，另一個是探索(explore)，是去針對問題或解決方向進行更深入的了解。確認也可分兩種，一種是去主動進行測試(test)，另一種是透過傾聽(listen/monitor)去獲得解答。
根據不同的目的，會有不同的方法進行研究:
UX_Research.pptx2022/03/15
Why
了解使用者
人物誌
游擊式使用者研究
使用者調查
資訊架構研究
資訊架構策略
定義
The ultimate UX Research cheat sheet based on UX Research Cheat Sheet
Understand
Empathize
Define
Explore
Ideate
Prototype
Test
Test
Monitor
Implement
UX Research Cheat Sheet (3:54) NN group
Discovery
Are You Doing Real Discoveries?
Discovery not a synonym for user research
Discoveries need user research
Discovery is not a one person job
Discovery is not a validation exercise
Discovery is not a design sprint
Field study
4 Steps to Field Studies with Users (3:12) NN group
Diary study
5 Steps for Effective Diary Studies in Customer Journey Research (2:56) NN group
User interview
Explore
Journey mapping
Customer Journey Mapping 101 (2:17) NN group
Card sorting
Card Sorting: How to Best Organize Product Offerings (1:58) NN group
Test
Qualitative usability testing
5-Second Usability Test (2:30) NN group
Listen
Survey
How to funnel user feedback into problem statements
Step 1: Collection
Step 2: Group & Filter
Step 3: Alignment
UX Mapping Methods: When to Use Which (2:48) NN group
How to Empathy Map (2:51) NN group
Customer Journey Mapping 101 (2:17) NN group
Experience mapping (44:54)
Experience maps generalize the concept of customer-journey maps across user types and products.
An overview of mapping techniques used in UX Design Process
Ecosystem Maps
Empathy Map
Experience Maps
Scenario Maps
Customer/User Journey Map
Service Blueprints
How to conduct user research without researching users : When and how to create hypothesis documents
The team can start with their best guesses, aka hypotheses, to create user research documents like personas, affinity diagrams, empathy maps, storyboards, and even low-fidelity prototypes.
The ultimate beginners guide to UX research in 2022 (From Google & IDEO UX researchers)
What is UX research?
How is UX research similar or different from other scientific studies?
What does UX research look like in Action?
How do I start a UX research project?
How is UX research at the company similar or different from academics? (What is the day-to-day of a UX researcher like?)
How does UX research intersect with UX design?
Do I need a Ph.D. or a heavy academic background to do UX research?
UX (user experience) research is the systematic investigation of users and their requirements, in order to add context and insight into the process of designing the user experience.
Introduction to UX design research
What Is UX Design Research?
UX or design research is a collection of surveys, methods, and techniques meant to elicit feedback from users on separate elements of the UX or the design as a whole.
There are also two main types of UX research, qualitative and quantitative.
What Does a UX Researcher Do?
It’s their responsibility to conduct testing, collect feedback, and turn it all into usable data for the improvement of the UX.
Why Does UX Research Matter?
Having UX research on your side means coming into any task with a bit of confidence and some understanding of what needs to be done.
A Comprehensive Guide To UX Research
User-Centred Design Requires User Research
It’s critical to undertake user research right at the beginning of the project.
This helps to define: the scope of the project (what exactly it is you’re doing); and the goal (what the intention is).
Research should be an ongoing process:
Research
Design
Prototype
Build
Test
The Research Landscape
We can think of the research landscape as one with two axes:
Qualitative
interviews, contextual inquiries, and card sorting.
Quantitative
surveys and questionnaires, analytics and A/B testing.
Behavioral and Attitudinal
Analyzing Research Findings
Triangulation is the process of using multiple research points from multiple methods to increase your confidence in your research and assumptions. The more data points we use, the more confident we can be in our assumptions.
What is a research framework and why do we need one?
types of research:
Exploratory Research: Shaping strategies and portfolios
Strategic Research: Shaping product vision and roadmaps
Tactical Research: Shaping backlogs and backlog items
Operational Research: Shaping backlogs and backlog items
Get started with UX research — A quick how-to guide : Learn how to conduct user observation and interview sessions
Establish the research objective.
Teams: the more the better, product owners, devs, designers, whatever is available will be of great help
Contact and interview an expert on the subject to understand your problem better.
User Panel for your interviews: having our audience well-segmented and not wasting time in interviews with people who are not your true target is key. That’s why you have to ask some specific screener questions.
Schedule interviews, it is important to have quick results so the interviews should not last more than half an hour. During the interview have somebody help you with note-taking.
5 Habits to Improve UX Research
Ensure research insights are actionable
Good research should narrow the gap to the customer
Anticipate that things will go wrong
Moderate with the audience in mind
Track the core questions
Business Requirements
User Requirements
System Requirements
Creating a UX Research System: Making your work understood as a researcher
Build Better Products by Conducting Better User Research
User Research Roadblocks: Cost, Mindset, and ROI
Real Examples of Solid User Research
Metrics
Introduction to UX Metrics (14:49)
Two categories of UX metrics
Behavioral metrics
Attitudinal metrics
UX Metrics: Identify Trackable Footprints and Avoid the Woozles
Will UX metrics ever become high-level business metrics?
The Persuasive UX Metrics
UX success metrics
UX progress metrics
UX problem value metrics
Performance Metrics for Front-End Applications
Key Metrics — Highlights
Time to Interactive(TTI)
First Input Delay (FID)
Largest Contentful Paint (LCP)
Total Blocking Time (TBT)
Cumulative Layout Shift (CLS)
Speed Index
CPU time spent
Component-Level CPU Costs
Frustration Index
Ad Weight Impact
SUM (Single Usability Metric)
Conversion Rate
Drop Off Rate
7 Metrics to Help You Make Smarter Decisions During the Product-Market Fit Phase
Retention Metrics
Day X Retention
Engagement Metrics
Active users in a given period
Stickiness ratio
Adoption Metrics
External adoption
Internal adoption
User Task Success Metrics
Time-on-task
Task success rate
Common UX metric mistakes you might be making
Continuously interrupting our users
Oversampling
Failing to understand the reasoning behind ratings
Collecting overly broad and inactionable feedback
Some Google UX Metrics to Improve Your Design
Behavioral metrics
Relational metrics
How to make Net Promoter Score richer : NPS is outdated, but there are ways to make it richer
Can user research hurt more than help?
Mistake #1: You’re talking to the wrong audience
Mistake #2: Your research has the wrong focus
Mistake #3: You’re doing the wrong analysis
重要性
甚麼情境下需要User Research
User Research Can Help to Avoid Big Design Mistakes
Scenario 1: Not truly understanding your users before designing a product
Scenario 2: Failing to test your design
Should user research be a part of your design process?
In favor of user research
That’s the advantage of user research. It helps you uncover problems people feel simply through talking and empathizing with others.
Against user research
Think of it this way- you spend 5–10 days in doing user research and building a product which works as per user expectations. But when you launch it, the users are still clueless or worse, they don’t like it anymore. Welcome to the world of uncertainties!
For this reason, I believe user research is a phase that can be skipped. A better approach is to build the MVP and get to the market fast, take users’ input and reiterate on the feedback.
UX research fuels your design process
User research tackles the demographical data about a product’s existing and potential user base whereas UX research discovers certain key patterns and connections in the users’ behaviors, emotions, and environment.
Don’t skip the research phase
UX is becoming a knock-off of itself
Research is the “secret sauce” of UX
Choose a focused segment
Decide on learning goals
Figure out who to talk to and ask for help
Make the best out of conversations
Share learnings
Adjust and start all over again
Done is NOT better than perfect: Sometimes it’s not even better than not done.
Rethinking how UX research helps to manage risk
This week, I opened a meeting with the client by asking questions like:
“What worries you the most about your product right now?”
“What kind of evidence do you need to resolve these issues?”
“What, ideally, would you like the research report to focus on?”
UX upfront: pre-design research for product success
Here are some common goals for research occurring near the start of the product lifecycle
Define problem
Refine solution
Understand market
Research activities: market analysis; competitive analysis
Understand users
Research activities: user interviews; survey; ethnography; contextual inquiry; personas; storyboarding; user flow; empathy mapping
Define requirements
Research activities: interview stakeholders, architects, developers, and other interested parties
Inventory resources
Research activities: fluidly defined exploration of internal and external sources of information, data, and wisdom.
Scope product
Research activities: work with stakeholders and product teams to prioritize features and balance business requirements, user needs, and technical feasibility.
Identify assumptions
Defining the user’s needs and problems: User-need statements are powerful for defining and aligning on the design problem.
5 ways to reframe a solution to a problem statement: And why this is essential for user research.
Tools to reframe the solution -> problem statement
‘How Might We’ (HMW) Statements
Investigative Stories
Unpacking Assumptions
The Six Thinking Hats Model
Research Plan Template
Writing the problem statement
I am (persona/role) trying to (do X) but (barrier/problem) because (x), which makes me feel (emotion)
I am (a persona/in a situation) who needs a way to (user need) because (current problem)
How to get stakeholders excited about user research
If stakeholders don’t have the time to experience interviews first hand, a watch party, where video footage of user interviews is shown, can be a powerful alternative.
How to hold a watch party
Get permission and conduct interviews
Set the date
Edit your footage
Prepare documentation
Party time
Further involvement
No Time for UX Research? Try This Simple Alternative: Give your design some KPIs with a simple Design Success Strategy.
So, what is a Design Success Strategy?
How to develop a Design Success Strategy
Write your KPIs as success statements.
Adding Proactive Measures
I am the user; I am not the user: The dualistic mindset that can prevent catastrophic design decisions.
Don’t listen to your users — do this instead
First rule of usability? Don’t listen to your users
What “Don’t listen to your users” really means
“Don’t listen to your users” really means “Don’t do what your users tell you to do.”
Why you shouldn’t do what your users tell you to do
Your users aren’t Designers
Your users can’t accurately describe their behavior
Your users don’t know what they want
Explanations of behavior will lead to misunderstandings
Your most vocal users may not be representative
Key takeaways
Don’t use this to get out of doing user research
It’s your job to go beyond listening
Don’t listen to your customers — why User Research matters: We listened to what the client said, not what they actually wanted.
User Research Methods
User Interviews
User Observation
Shadowing
Usability Testing
Further User Research
Here are five behavioral economic principles that can be used with user research.
Anchoring
Defaulting
Ostrich Effect
Social Proof
UX house of cards : Skip the initial research and see what happens…
3 data-driven ways to design better customer experiences
Storytelling for a customer-centric future
Innovate and validate new value propositions
Optimize existing experiences
What is the “right” problem to solve? : And where does customer demand come from?
分類
以研究的主體而言:
以使用者為主體，那就是先不管公司的產品或服務，先去了解使用者的情境及遇到的問題。新創公司通常沒有既有的產品或服務，所以，通常會用這種方法。另外，如果公司希望能有非延續性的新產品或服務，也會透過這種方式。有時候，不使用公司產品或服務的人也是很重要的對象，因為訪問他們才能了解爭取這些使用者的進步機會與空間。
以產品為主體，那就是圍繞在使用者使用產品的方法、遇到的問題。
以研究的目的而言:
以產生想法為目的，那就會聚焦於探索，有點像研究方法中的探索性研究，會常用質化的研究方法。而且通常會在產品設計(或產生雛型)之前就進行。
以驗證想法為目的，那就會有想要確認的問題，聚焦於確認與原本的期待是否有落差，有點像研究方法中的確認性研究，會常用量化的研究方法。而且通常會在產品設計(或產生雛型)之後才進行。
了解狀況或原因，了解狀況(what)會需要一些數字的衡量與分析，也就是量化的研究方法，例如:問卷調查。了解原因(what)會需要了解情境及原因，雖然也可以利用量化的方式進行，但是比較常用質化的研究方法，例如:觀察、訪談。
Qualitative vs. Quantitative UX Research (4:02) NN group
以研究的頻率而言，是一次性或長期性。
以資料的來源而言，分為直接(primary)研究及次級(secondary)研究，直接研究就是透過研究取得資料，次級研究通常是透過取得已有的資料來進行研究。
Which UX Research Method Should You Use?
User vs. Product
User research is, obviously, about understanding the user — how they live and work, what they like, what sort of problems they have that you could potentially solve with your product.
Product research is for when you already have a good understanding of your users, and you want to understand the problems they have using your actual product — how often they use it, where they get stuck, if there any obstacles or usability issues, or gaps in the product that you could potentially solve with new features.
Generating Ideas vs. Validating Ideas
Generative research studies help you come up with ideas for new features or products that are based on insights about your users. The focus is around discovery, exploration, and empathy.
Evaluative research is for when you already have an idea (or concept, hypothesis, prototype, or even a product) and you want to find out if it’s valid.
What vs. Why
What topics are mostly about analytics and measurement, and use quantitative research methods.
Why topics are about understanding user motivations and problems. Why are people behaving in these particular ways? Qualitative research methods can help understand why that’s happening.
Long Term vs. One Time
One time research studies generally help validate usability, such as testing if users can complete a single task.
Long term studies help you understand habits and behavior patterns.
The best UX research methods in a pinch : Over the years, I’ve found a collection of highly efficient UX research methods that I rely on when I have little time or money.
User interview
Usability test
Diary study
Card sort
A/B (or multivariate) test
Survey
方法的選擇
When to Use Which UX Research Method (4:39) NN group
Behavioral vs. Attitudinal
Behavioral
Observed by researcher
Watching user doing things
Attitudinal
Self-reported by users
Asking user questions
Quantitative vs.Qualitative
Quantitative
Numbers & Metrics
A guide to statistics in UX: When qualitative research isn’t enough
Qualitative
Stories, events, & examples
Methods
Quantitative
Card sorting
Eyetracking heatmaps
Tree testing
Quantitative usability test
Qualitative
Very early prototype usability test
High-fidelity prototypes
Focus groups
Interviews
Tangible vs. Intangible
Context: controlled vs. contextual
5 Qualitative Research Methods (4:28) NN group
User interviews
Field Studies
4 Steps to Field Studies with Users (3:12) NN group
Direct Observation
Contextual Inquiry
Diary Studies
5 Steps for Effective Diary Studies in Customer Journey Research (2:56) NN group
Focus Group
5 UX Research Methods (11:26)
User interviews
Website polls and surveys
In-person testing panel
Online testing
Guerilla testing
UX research methods and the path to user empathy
UX Research Types: A Bird’s-Eye View
Primary vs. Secondary Research
Quantitative vs. Qualitative Research
Generative vs. Evaluative Research
Which UX Research Method Should You Use?: Knowing what you want to learn is the key
Methods (for example)
Contextual Inquiry
User+generate+what
User+generate+why
User+evaluate+why
Product+evaluate+why
A/B Test
Product+evaluate+what
Landing Pages
User+evaluate+what
Product+generate+what
Product+evaluate+what
UX research methods and the path to user empathy
UX Research Methods That Lead to User Empathy
User Interviews
Ethnography
User Surveys
Contextual Inquiry
Card Sorting
Plan Before Embarking on Research Projects
Commit to UX Research
Which UX Research methodology should you use?: Start with this question, and all else will follow.
Defining the basics
Step 1 — Define why you are doing the research.
Step 2 — Define a problem statement.
Step 3 — Define the objectives.
Choosing between generative and evaluative research
How to choose an appropriate UX Research method
Why UX research is important? The role UX research plays in the development process.
When should we do UX research?
What kind of UX research method should we use?
How can we conduct an UX research?
The case for stacking qualitative and quantitative UX research methods
流程
就跟一個學術研究(如: 寫學位論文)一樣:
先決定UX研究的目的
根據研究的目的選擇研究的方法，如果資源充足，可以多種方法並行
接下來是進行UX研究
最後是分析UX研究的結果並提出建議。
另外，因為評估型研究(Evaluative Research)也算是一種測試，以及完成UX設計後的測試及系統開發後上線前的測試，各種測試的作法有相同也有不同之處，所以，我們將測試列在UX Research中。
The UX User Research Process (7:35)
Three types of user research
background research
usability testing
research to understand ROI
background research -> usability testing -> research to understand ROI
Keep an eye on your product’s big picture with UX Research : How product managers can partner with UX to innovate while reducing risk
User Experience is … User Research
Process
Define the problem
Select the approach
Plan and prepare for the research
Collect the data
Understand the data
Report the results
Surviving Enterprise UX: the importance of targeted user research
UX research process
Figuring out what to learn (uncovering the real problem)
Deciding how to learn it (creating a research plan)
Uncovering or observing evidence (conducting the chosen method)
Making sense of what was learned (analysis, synthesis, and reporting)
Deciding how to act on it (leveraging the insights gained)
Ensuring and planning for consistent action (informed product optimization)
How Winning Product Teams Listen to Customers
Interviewing users
Automating emails and surveys
Performing usability tests
Analysing user behaviour
7 steps to understanding user behavior: a deep dive
Seek out deliberate, purposeful action
Discover habitual patterns
Map insights onto the user journey
Fine-tune user benefits
Use automation tools
Iterate
Don’t assume, check
How to adapt a research strategy gaining support along the way
Business objective
Observations
Desk research
Interviews
Hypothesis
Predictions
Experiment
Decision
Designing for stigmatized communities: a framework: Let’s explore a design mechanism to begin understanding stigmatized communities.
Reframe
Architecture Innovation
Research
Experience
Stop asking for UI design feedback, do this instead
6 Steps to Better Feedback
Who — Decide who you are asking
Stage — Describe what stage your design is in
Context — Present the context or problem
Goals — Outline what your objectives are
Constraints — Include any possible constraints or project requirements
The Ask — Request exactly what type of feedback you are looking for.
Planning
User research plans: who cares and how to write one [with template]
How to Start Planning User Research and Analytics for Your Product
Goals Determine Analytics Coverage
Plan for Evolving Needs
Open Easy Feedback Loops ASAP
Qualitative-Attitudinal
Qualitative-Behavioral
Quantitative-Attitudinal
Quantitative-Behavioral
Which of These Capabilities Should I Roll Out First?
Buy vs. Build?
Report
Perfecting the art of the UX Research report
The Collaborative Document
Driving goal and research question
What we did to answer the questions
A question-by-question breakdown, with personalized answers from each team member
The Fun Slide Deck
Goals
Methodology
Answering the Research Questions
Emergent Findings
Recommendations and Next Steps
The Not-Quite-White Paper
Research questions
Methodology
Findings
The Insights-Forward Report
A list of key insights
Goals of the research
Each insight contextualized with supporting details or user quotes
Recommendations
Appendix: methodology and research questions
How should I structure and write a User Research case study?
What is the key to developing a killer UX case study?
Create a story with your case study.
Make the case study skimmable.
Show your process, not just your end product.
Be authentic and creative
How to create better UX research findings presentations
Lessons from UX: Empathy for your stakeholders
Lessons from Data Science: Information organization is crucial
Lessons from Journalism: Telling a story with a through-line
How can you make UX research insights visible, traceable, and fun? : A case study from my recent explorations with Miro.
User recruitment
My step-by-step user recruitment process
My Step-By-Step Recruitment Process
Approximate the user
Create a screener survey
Pull newsletter subscriber emails from the CRM
Individually email users screener survey
Post a recruitment survey via HotJar
Respond to any email inquiries
Email calendar invitation
Email a session confirmation 12–24 hours before
Always send a thank you email
Let’s be real
They’re expert users, not all users.
They’re entrenched in the current workflow.
They don’t want things to change.
Sometimes, they’re not even your actual users.
How many users do you need to study, then?
Industry wisdom is that a sample size of 5–7 users from each persona will likely generate information about most of the things you need to know (we’re not looking for perfection, here).
How to convince your stakeholders
Run a System Usability Scale (SUS) survey
Ask for just one more user
But sometimes talking to just one additional user persona can generate enough data to prove that you need time to interview more.
Calculate possible ROI
Be clear about how much time you actually need
User Research: is more the merrier?
Assess these factors to determine the number of users for your study:
What’s the nature and scope of research — is it exploratory or validatory?
Who and what kind of users are you planning to study?
What’s the budget and time to finish the study?
Does your research involve presenting statistically significant numbers or inferring behavioural estimates for the problem statement?
Building a User Research Panel
Getting started
Conduct an inventory
Define the profile survey
Rule #1 — Identify essential screen in / out data.
Rule #2 — Include basic screening data ONLY.
Rule #3 — Assume the ability to grow the user’s profile over time.
Choose a tool
Establish panel governance
Recruit users
Keepin’ it fresh
The case to hire a dedicated ResearchOps role
Churn up for what: the real reasons people are leaving your app
5 Reasons Why You Should Interview Customer Service Staff as Part of UX Research on Customers
Customer service reps deal with real-life problems all the time.
Service staff can often summarize trends from hundreds, even thousands, of calls and sessions.
You’ll get the big picture of how customer- and employee-facing applications work together — or don’t as the case may be.
The customers you need to talk to the most may be unlikely to participate in research — but very likely to call your service team.
You’ll be giving customer service staff a voice in your company’s UX decisions.
When and why talking to non-users is valuable
Foundational/competitive research
Understanding how to approach/onboard new users
Empathy
When is talking to non-users not as valuable?
How to recruit non-users
People with loyalty to another brand
People who are not interested in your product
Bad previous experiences with similar products
Misinformation of your product
Life circumstances
What to do after you talking to non-users
Review the sessions and see if there are any trends in what non-users need that we could build in our product
Compile why non-users are using (or switching) to certain competitor products
Map the journey of a non-user, especially the journey of a non-user using a competitive product
Encourage teams to get creative in coming up with ideas for non-users
Create a non-user persona or visual breakdown
Prototype a similar, but new type of product or service that would appeal to non-users
工具
Airtable
3 Ways to Make Your Research Better Today
#1. Use a structured approach to problem solving
#2. Integrate mixed methods and sources to maximize impact
#3. Develop clear recommendations and drive implementation
Affinity Diagram
整理手上資料，找出關鍵片段，建立「卡片」。
檢視卡片，將卡片分類成許多小群組，依據分類將小群組命名。
找出小群組間的關聯性，將小群組整合成大群組並命名。
重新檢視整張圖，說明與解釋，撰寫分析文章。
基本步驟
Step1：製作親和點（黃色便利貼）
Step2：初步分組
Step3：貼上藍色便利貼
Step4：貼上粉色便利貼與綠色便利貼
Step5：遍歷親和圖
Step6：將親和圖電子化，作為記錄
Affinity Diagrams – Learn How to Cluster and Bundle Ideas and Facts
Contextual inquiry
How to get the most out of contextual inquiry: Short guide on conducting contextual inquiry and few ideas on how to unleash its potential.
Set a goal
Prior research
Preparation
Shadowing
Interview
Data analysis
Contextual Inquiry: Leave Your Office to Find Design Ideas (2:39) NN group
What are Contextual Inquiries? (3:01) NN group
Contextual Inquiry Pitfalls (2:51) NN group
UX Research / User Research Methods
Understanding methods and tools in UX research
Methods
Interviews
Automated Surveys
Card Sorting
User Testing
Screen Recording
Tools to Use
Crazy Egg
Wufoo
User Testing
UXPunk
User research methods: how to choose the right one?
User Interviews
Surveys and Questionnaires
A/B Testing
3 Alternative User Research methods for Agile development
1) The Emoji Journey
2) Colour by Importance
3) The Love letter/ Break-up letter
Alternative User Research Methods — Part 2
1) Color by Emotion
2) The Comparable Experience
3) Filter Method
Gathering Data, not Opinion: How Design Thinking can Revamp Consumer Research Methods
The Design Thinking process has 5 major steps: Empathize, Define, Ideate, Prototype and Test.
5 research tools for UX design: A UX designer’s starter kit to gather and synthesize data quickly
User Interviews
Observation Interviews
Surveys
Card Sorting
Affinity Mapping
Qualitative research
Finding the numbers in qualitative research
Stratify your sampling.
Don’t lead the witness.
10 people for 85% of your problems
How exactly do you find insights from qualitative user research?: Turn design research data into actionable insights in four steps.
For beginners: Synthesis using affinity diagramming
Step 1: Extract and summarize data
Step 2: Find patterns across participants
Step 3: Create insights
Step 4: Organize insights into a digestible format
Beyond the basics: Identifying impactful insights
Guerrilla UX research
Vlogs for UX observation research
If they have a pulse use them for Usability Testing
Social listening
Secondary UX research
How to get UX data from non-UX research
Where do you find it?
Existing data sources
Research initiated by non-UX teams
How do you get it?
How do you use it?
Interview
6 Tips for Better User Interviews
Ask well crafted interview questions
Dig deeper with the right follow-up questions
Avoid jargon of any kind
Embrace awkward silence
Keep your reactions neutral
Don’t mention solutions until the end
Avoiding cognitive bias in UX Research
Framing Effect
Sunk Cost Fallacy
Clustering Bias
Mitigating Bias in User Interviews: Keeping it conversational without skewing the data.
Hallmarks of Conversation
Reciprocity and finding common ground
Emotional reactions
Leading questions
Keeping the Conversation Flowing
Repeat, but don’t interpret
Employ silence for a beat longer than is comfortable
Ask about the past, but not the present or future
Ask follow-up questions
Use your judgment
Don’t force it
Acknowledge the bias
Turning user interview notes into design actions — my 5 step process
Combine all interview notes into a single document
Organize notes based on features
Organize notes into design categories
Highlight prioritized user feedbacks
Translate user feedback into design actions
Uncovering design problems by asking the right questions
The power of asking questions
Designing Questions for Value
Journey Maps are a convenient tool
Let your findings drive your design forward
Connecting the dots
Stop asking your users what they want : Four common questions you should avoid to improve the quality of your user interviews
“What would you use this app/website/product for?”
“Would you find this feature useful?”
“Do you like this design?”
“Would your mum/child/friend use this?”
How to assess your research interviews
Ten Principles of a good interview
Familiarity with the topic of the conversation
The interview was structured
Everything was clear
The tone was gentle
There was a sense of empathy
Responses felt aligned with the flow of the interview
References to the participant’s language
Correct interpretation
A sense of curiosity
Silence was utilized correctly
Additional questions for evaluating how an interview went
To what extent are the participant’s answers spontaneous, vibrant, specific, and relevant?
Are the interviewer’s questions shorter and the participant’s answers longer?
Does the interviewer follows up and clarify the meanings of the participant’s answers, particularly emotions?
Did the interviewer interpret the meaning of the participant’s answers throughout the interview without asking?
Did the interviewer attempt to verify his/her assumptions of the participant’s answers?
Was the interview self-communicating through natural, story-like answers?
3 Commandments of User Interviews That I Don’t Always Follow
“Interviews should always be face to face.”
“Interviewers should only ask questions.”
“You should present at least one quote from every interview.”
How to write a generative interview guide: A Valuable Cheat Sheet for Moderating Interviews
Holding User Interviews On A Budget
Planning Interviews
Choosing a location
Recruiting Users
Holding Interviews
Analyzing Results
Peeling back the layers with user interviews
Most users are acutely aware that they are in a staged environment that is not natural
Using investigative questioning techniques
Don’t take people at face value
Everything is an assumption until proven otherwise
On interviewing Singaporeans
Ten emotion heuristics: how to read a participant’s body language
Frowning
Brow Raising
Gazing Away
Smiling
Compressing the Lip
Moving the Mouth
Expressing Vocally
Hand Touching the Face
Leaning Back on the Chair
Forward Leaning the Trunk
How putting minimal effort into tagging can extend the life of your UX research : Organizing your quotes through tags can help stakeholders see how users think
Quantitative research
Survey
This is all you need to know to conduct a UX Survey
Surveys consist of majorly two types of questions:
Closed Questions
Open Questions
12 things to consider while preparing a questionnaire for UX Survey
Try to ask a neutral question
Easy and simple Questions
Keep it Transparent
Respect your user’s anonymity
Design for Conditionality
Keep it open
Ask one concept at a time
You may influence by how you ask or order of option
Use a balanced rating scale
Focus on time, not on the number of questions
Give a way out
Show progress
Designing a Survey
Understand the goal
Prepare the Questionnaire
Test with pilot users
Iterate the questionnaire
Set a screener
Roll out to the Real User
How to Increase the engagement of your Surveys?
Keep the most relevant
Organize the questions
Incentivize the users
The 80/20 Rule: More Bang for Your UX Research Buck
What is the Pareto Principle?
Linking the Pareto Principle to user research
The Research Process
Recruit research subjects
Create your survey
Launch your survey
Analyze your data
Create a report
Verify results
Badly designed questions produce inaccurate data and hinder good user experience
Lessons learned
UX Research Crash Course: A few tips for navigating the deceptively complex UX research process
Make the session as realistic as possible
Ask unbiased, open-ended questions
Focus on what people do, not what they say
Don’t answer questions, turn them around on the participant
Focus on uncovering the underlying need or pain point, instead of asking the participant to design for you
Remain neutral and don’t provide the participant any feedback
Research craft and right-sizing
It is important to know the limitations of our methods.
It is important to understand the thing being measured.
3 covert strategies for high-impact UX research
Not just any Joe Blow: choose your research participants with care
Method in the Madness: you’ll need to establish the best method for getting the information
I’m not biased, you are!: be aware of your own biases and build triangulation into your process
A follow-up: growing the maturity of UX Research at your company
Absence/Unawareness of UX Research
UX Research Awareness — Ad Hoc Research
Adoption of UX research into projects
Maturing of UX research into an organizational focus
Integrated UX research across strategy
Complete UX research culture
Where should UX Research live?
Should UXR departments live…
…On the design team?
…On the marketing team?
…On the product management team?
…In a department of its own?
What origami can teach us about upping our UX research game
UX Research Insight #1: The way moderator questions are asked during sessions should be deliberate and purposeful.
UX Research Insight #2: Re-familiarize yourself with your research session materials before beginning your first session.
UX Research Insight #3: Trust the process even when you may feel it’s not going as planned.
UX Research Insight #4: When conducting research, especially in a domain that is new to you, take the time to learn the language used by stakeholders and clients.
Learning UX (research) on the job part 1
Plan before you start, and document your plan
Always do a pilot
Participant recruitment is not as easy as it seems
Not all deliverables are relevant all the time
Embrace awkward silences
Always take notes, even if you’re recording
Remember Sod’s law
Learning UX (research) on the job part 2
It’s not who you know or what you know, but who knows you know what you know—do your work well and be visible
You can’t take every opportunity — get over your FOMO and learn to say no
Be flexible — start somewhere and take everything one step at a time
Keep track of what you do
Keep learning and experimenting
Scaling UX Research for the Enterprise
Tools and process inventory
Identify opportunity gaps
Build a staged plan
Execute and measure
Revisit, revise, repeat
Problems with the current practices in design research — debrief sessions
Introducing the MMS
Messy middle section (MMS): steps we take to reshape raw data before it goes into synthesis
Why we should care about how we do our MMS
Common practices in MMS and their limitations
MMS Practice 1: Taking notes on “interesting” things
MMS Practice 2: Relying on working memory during debrief
MMS Practice 3: Conducting a quick rundown when we involve additional people
MMS Practice 4: Taking notes during rundown
User research — what’s tomato ketchup got to do with it?
從番茄醬瓶子的設計談使用者經驗
Two Most Common Threats: Researcher Bias & Participant Reactivity
Research and the Enterprise Design Thinking Loop
Observe, Reflect and Make
User research makes you a better human
For me, one of the most important qualities in a designer is empathy
The evolution of empathy in user research
Brainstorming — Imagining possible users
User interviews — Interacting with potential users
Bodystorming — Becoming potential users
Place Storming — Being an actual user
However, the secret ingredient of this technique is not only the context, but the use of random “tools” — a common technique employed in game design- which are used as props to inspire innovative solutions as the research is being done.
The science behind randomness
Play more to think better
Is user research losing its user focus?
What should we be doing instead?
Test the things the team has built
Work out what the team should build next
Understand potential users and their lives
Synthesis: How to make sense of your design research
Step 1: Get it out
TIP 1: DECIDE HOW TO WRITE YOUR POST IT NOTES
TIP 2: START DOWNLOADING RIGHT AFTER EACH ACTIVITY
TIP 3: SHARE ALL YOUR RESEARCH
TIP 4: IMMERSE YOURSELF
Step 2: Organise chaos
TIP 1: DON’T BE AFRAID TO JUDGE
TIP 2: BE COMFORTABLE WITH AMBIGUITY
TIP 3: BE PATIENT & TAKE BREAKS
Step 3: Interprete thoroughly
TIP 1: TAKE SOME DISTANCE AND BE ABSTRACT
TIP 2: TRUST THE DATA
TIP 3: REFINE YOUR INSIGHTS
The user research technique that can help you in a time crunch
UX researcher
What does a UX researcher do?
UX research methods and techniques
The business value of user research
What does it take to become a UX researcher?
UX research: The future of good business
6 lessons I learned in my first year as a UX researcher
You are not just a UX researcher
It’s easy to get stuck in a research tactic rut
Developers will always have questions
Stakeholders may have non-research priorities top of mind
You will get attached to your initial ideas and designs (even though you know not to)
You will not know every single thing about your users, and that’s OK
What I’ve learned in my first year as a UX researcher
Get organized first
When finding participants, use your resources
Ask for, and be open to, feedback from all involved
Know the roadmap, inside and out
Moderated tests are best
Find a great remote testing tool or process
Read all the things
Read customer support messages
Get everyone involved
Have real conversations
UX lessons from a survey research career
Use prior research
Go beyond keeping stakeholders in the loop
Talk to users
Content is King, but so is Whatever you plan to get from your users
Understanding the front end AND back end of your product matters
Ethics are important
Defining your User Research philosophy
How do I think? What is my set of beliefs based on: past experience, personal ideals, surrounding knowledge, schooling, classical ideas?
What is the purpose or value of user research?
What is my role as a user researcher?
How should I evangelize and share user research? Do I transmit information to teams or take a facilitator approach?
What is the role of the company in user research? How can each department respond or help me with conducting, analyzing and sharing user research?
What are my goals as a user researcher, both inside and outside of a company? How do I contribute to the user research community?
Why am I a user researcher?
19 things you shouldn’t say to a UX Researcher (explained with GIFs)