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Delivering Results: How Do You Report User Research Findings?
 

Delivering Results: How Do You Report User Research Findings?

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The long, textual written report is dead, isn’t it? So how do you deliver your findings to your clients? Is it PowerPoint? An e-mail? A spreadsheet? Post-it notes? And what do you include? Positive ...

The long, textual written report is dead, isn’t it? So how do you deliver your findings to your clients? Is it PowerPoint? An e-mail? A spreadsheet? Post-it notes? And what do you include? Positive findings? Screenshots with callouts? Just issues? Or recommendations as well? Are they prioritized?

If you ask our panelists, some of us have developed templates that we use and modify for each research activity, and others change the deliverable based on the activity and client.

Jen McGinn, Principal Usability Engineer, Oracle

Eva Kaniasty, Founding Principal, RedPill UX

Dharmesh Mistry, Usability Specialist, Acquia

Kyle Soucy, Founding Principal, Usable Interface

Carolyn Snyder, Founding Principal, Snyder Consulting

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  • Accessible, Transparent
  • No recommendations
  • Credibility and Turn around time
  • How cool is your audience?
  • Presenting at conferencesStory tracking – Drupal (D.O.), Acquia (JIRA)
  • Goal: Make the report as easy to read as possible!
  • Don’t demand changes. Use language like, “Consider changing…” or “If possible…”.
  • Some clients don’t need/want a formal report; they just need these notes.

Delivering Results: How Do You Report User Research Findings? Delivering Results: How Do You Report User Research Findings? Presentation Transcript

  • New Hampshire Usability Professional’s Association January 2012 Meeting Delivering Results: How Do You Report User Research Findings? Jen McGinn Eva Kaniasty Dharmesh Mistry Kyle Soucy Carolyn Snyder www.nhupa.org
  • New Hampshire Usability Professional’s Association Introduction About NH UPA We want to make New Hampshire a good place for user experience professionals to work and live Join Us: www.nhupa.org or @nhupa or NH UPA on Facebook Help Us: Volunteer or give us suggestions Announcements • NH UPA Board of Directors: Debra Arneson, Megan Fields, Rick La Vache, Bob Thomas • Thanks to Mad*Pow • Jobs www.nhupa.org
  • New Hampshire Usability Professional’s Association Upcoming NH UPA Meetings Tentative Date: Wednesday, February 15 Tom Clancy, “Using Development Frameworks to Rapidly Prototype Applications” • Have an idea for an upcoming meeting? • Want to practice an upcoming presentation or panel you’re giving? • Want to give a 10-minute talk? Contact Us: robertl.thomas@libertymutual.com or debra.arneson@tds.net www.nhupa.org
  • New Hampshire Usability Professional’s Association Delivering Results: How Do You Report User Research Findings? The long, textual written report is dead, isn’t it? So how do you deliver your findings to your clients? Is it PowerPoint? An e-mail? A spreadsheet? Post-it notes? And what do you include? Positive findings? Screenshots with callouts? Just issues? Or recommendations as well? Are they prioritized?
  • New Hampshire Usability Professional’s Association Panelists If you ask our panelists, some of us have developed templates that we use and modify for each research activity, and others change the deliverable based on the activity and client. Each panelist will spend 5 minutes showing you their typical deliverables, and then we’ll open the floor for audience Q&A. •Jen McGinn, Principal Usability Engineer, Oracle •Eva Kaniasty, Founding Principal, RedPill UX •Dharmesh Mistry, Usability Specialist, Acquia •Kyle Soucy, Founding Principal, Usable Interface •Carolyn Snyder, Founding Principal, Snyder Consulting
  • New Hampshire Usability Professional’s Association Jen McGinn Principal Usability Engineer, Oracle
  • New Hampshire Usability Professional’s Association Overview • I present my research results via slides in 60-minute meeting (generally remote, via web conference) • I’m going to spend 3-5 minutes walking you through the structure of one of my PowerPoint presentations • Then I’ll summarize the take-aways 
  • New Hampshire Usability Professional’s Association [Product ][Method] My name, title, and date 7/19/2013
  • New Hampshire Usability Professional’s Association Executive Summary • In [When?], the [what product?] was tested by [number and type of participants] in [method type] to evaluate the ease of use of several features including [features or use cases]. • High level findings included [usually a total of 3 to 4 bullets]: • [ 1 - 2 biggest positive findings] • [ 1 - 2 biggest positive findings] • [ 2 or 3 biggest usability issues] • [ 2 or 3 biggest usability issues] • This presentation covers all of the findings and subsequent recommendations. 7/19/2013
  • New Hampshire Usability Professional’s Association Agenda • Goals • Tasks • Participants • Findings • Recommendations • Next Steps 7/19/2013
  • New Hampshire Usability Professional’s Association Goals Evaluate the usability of the following features of the U-Haul.com website: – Are users confused about how to price a rental? A storage unit? – How do users react to the insurance options? Do they understand the coverage? – How do users feel about the presentation of items for purchase or for rent? – How effective is the shopping cart content? Are users confused by when they need to pay for items? – Do users value the star ratings? U-Haul brand? – How do users feel about the targeted FAQ and search result pages? – Does our online documentation help prevent calls to the service center? Can they determine how to reach out to the U-Haul vendor nearest them? 7/19/2013
  • New Hampshire Usability Professional’s Association Tasks 1. Get the price of a 1-way move across country 2. Find a specific piece of information in the FAQ 3. Determine the size and cost of a storage unit needed to hold specific items 4. Find the phone number of a U-Haul location 5. Book the truck (and insurance), adding rental items and purchased items 6. Determine insurance coverage 7. Find the U-Haul location nearest you 7/19/2013
  • New Hampshire Usability Professional’s Association Participants 7/19/2013 Participant ID Gender Age Occupation Web- savvy U1 Male 24 Missionary Average U2 Male 52 Small business manager Average U3 Female 62 62 Retired. Formerly television news producer, then licensed paralegal. Average U4 Female 36 Housewife Average U5 Male 31 Sales and marketing Average
  • New Hampshire Usability Professional’s Association Findings 7/19/2013
  • New Hampshire Usability Professional’s Association Choosing a Truck 5/25/2011 Jen McGinn Another issue One participant suggested this fix 2 participants had this issue and did „x‟ to work around it
  • New Hampshire Usability Professional’s Association Goals and Questions Re-visited • [All the same as before] Are users confused about how to price a rental? A storage unit? • How do users react to the insurance options? Do they understand the coverage? • How do users feel about the presentation of items for purchase or for rent? • How effective is the shopping cart content? Are users confused by when they need to pay for items? • Do users value the star ratings? U-Haul brand? • How do users feel about the targeted FAQ and search result pages? • Does our online documentation help prevent calls to the service center? Can they determine how to reach out to the U-Haul vendor nearest them? 7/19/2013
  • New Hampshire Usability Professional’s Association Positive Findings [these always come first] 7/19/2013 • All participants easily found the links to the FAQs and had no trouble finding the answer to the license question under FAQs • All participants made use of the maps when comparing options. • All participants did scroll down to compare prices, locations and reviews • 4 participants valued the presence of the [higher] star ratings • 2 participants valued U-Haul location more than the off-brand vendors • 2 participants were pleased that the truck rental page "retained her information" -- the addresses and dates • 2 participants appreciated the visuals of the items inside the storage units and the graphic of the person shown in the small unit icon • 2 participants easily added the dolly, blankets and boxes during the truck rental task flow
  • New Hampshire Usability Professional’s Association Recommendations 7/19/2013 Priority Description Recommendation Location High Participants don't understand what the purchased insurance actually covers Re-format coverage and exclusions into bulleted lists; Don't use legal jargon Damage coverage High Participants have a very hard time estimating the storage unit size that would meet their needs Provide more user assistance Self Storage location details page Medium Up-sell process for items to rent or purchase is confusing Put the purchased items into another page in the flow, and make it clearer that users can opt out. Additional rental items, Shopping cart Medium Participants are concerned that the site is incorrectly calculating the mileage and therefore overcharging Add a link to display the map, so they can check it in place Select your preferred pickup location Low Participants were not sure what location the giant thumbtack/pin was (address or zip code) or how far away the locations were Display the distance "from" the specified location, like the Self-storage results page Select your preferred pickup location, Location
  • New Hampshire Usability Professional’s Association Next Steps • Work with [which stakeholders or teams] to prioritize changes • Work with [stakeholders or teams] to design alternatives • Validate that the new designs address the issues with users 7/19/2013
  • New Hampshire Usability Professional’s Association Summary • Tell them what you’re going to tell them – Executive summary – Agenda – Goals/Questions • Tell them – Tasks & participants (sometimes methodology) – Animated slides for progressive disclosure – Screen shots annotated with findings • Tell them what you told them – Review goals of the research and the questions it was intended to answer – Positive findings (go slowly here) – Prioritized opportunities for improvement
  • New Hampshire Usability Professional’s Association Eva Kaniasty Founding Principal, RedPill UX
  • New Hampshire Usability Professional’s Association Report Formats PPT: visually engaging but real-estate constrained (and will force you to be brief). Formatting can be time-consuming. MS Word/Narrative: more room for context; quick, but can appear dry and boring. 3rd Option: No report.
  • New Hampshire Usability Professional’s Association Deciding Factors • Time/Budget • (Mode of) Presentation of Results • Company Culture / Industry • Stakeholder Involvement • Deliverable Shelf Life
  • New Hampshire Usability Professional’s Association Reporting Findings (1)
  • New Hampshire Usability Professional’s Association Reporting Findings (2)
  • New Hampshire Usability Professional’s Association Dharmesh Mistry Usability Specialist, Acquia Content Management System Open Source Software Community Products built on Drupal Open Source/ Proprietary Start-up
  • New Hampshire Usability Professional’s Association Supporting information Detailed InformationMain Report http://drupal.org/node/1399056 http://drupal.org/node/1399258http://drupal.org/node/1289476 Stakeholder behavior Transparency
  • New Hampshire Usability Professional’s Association Main Report Stakeholders comments http://drupal.org/node/1175694http://www.drupalusability.org/ Tracking Recommendations
  • New Hampshire Usability Professional’s Association Credibility Turn around time
  • New Hampshire Usability Professional’s Association Cool Not Cool?
  • New Hampshire Usability Professional’s Association Stakeholders Turn around time Tracking Presenting Provide recommendations Thousands of Stakeholders Weeks-Months High, Extensive Twitter, Conferences, Front page on Drupal.org No, never! 3-5 Hours-day-week Moderate-Very High Email, Conference meetings Sometimes
  • New Hampshire Usability Professional’s Association Kyle Soucy Founding Principal, Usable Interface
  • New Hampshire Usability Professional’s Association Usable Interface Formal Usability Testing/Research Report
  • New Hampshire Usability Professional’s Association Executive Summary
  • New Hampshire Usability Professional’s Association Findings: Severity Ratings
  • New Hampshire Usability Professional’s Association Findings Major Usability Problem
  • New Hampshire Usability Professional’s Association Findings: Recommendations
  • New Hampshire Usability Professional’s Association Presenting Findings… Finding: All of the participants were disoriented after clicking the “View in 3D” button on the quote. Recommendations: • The navigation tabs should not disappear in the 3D view. • If the page needs to be reloaded than the orientation should remain the same and not take the user back to the top of the screen. • If possible, the “View in 3D” button should download the ActiveX plug-in.
  • New Hampshire Usability Professional’s Association Highlight Video
  • New Hampshire Usability Professional’s Association Observer Debrief Notes
  • New Hampshire Usability Professional’s Association Carolyn Snyder Founding Principal, Snyder Consulting • There is no one “best” format • Do what works for the client, culture, circumstances • Steal good ideas, drop losers
  • New Hampshire Usability Professional’s Association Text Report: “I’m not dead yet!” Finding Severity rating Explanation of issue Supporting observations from notes Recommendations
  • New Hampshire Usability Professional’s Association PowerPoint with “report” in Notes Field
  • New Hampshire Usability Professional’s Association PowerPoint, Screen Shots with Callouts 44 Some people saw this as a bar graph, but others did not. One person read only [first 4 words] Most people read this text; everyone drilled into [noun] People seemed to understand the stacked bar graphs, Amount isn‟t explicit. The user must do the math. Can‟t explore [action]. People knew it was important. Why just show [scenario]? Some misinterpreted it as “worst case scenario.” People liked suggestions, but wanted concrete, prioritized advice. Order can imply priority. Not clear why it showed [2 variations of graph] People understood the purpose Interest in these Interest in these links Important sentence buried in paragraph Ambiguous
  • New Hampshire Usability Professional’s Association Sometimes the best report is…
  • New Hampshire Usability Professional’s Association Questions 1. Do you change your delivery of usability results depending on your role as a internal/external consultant or as a company employee? 2. How important are positive vs. negative findings? 3. How have your reports changed over the years? Is there anything you do differently than when you first started writing them? 4. How do you categorize the findings in your reports? For example, do you categorize them by the page/screen, by the step in a certain process (e.g. checkout process), or by the task? 5. Lean UX is a trending topic. Have you had experience with Lean UX or Agile methods, and had to change the way you conduct research and deliver results? 6. What guidelines do you follow when writing recommendations or proposed solutions to problems? 7. Do you decide ahead of time how long a report should be and make an effort to keep it that length? If so, what dictates the length? 8. If you think a report is too long and needs to be trimmed down, how do you decide what to cut out? 9. What part of a report is the hardest for you to write?