Friday, October 21, 2011
MATT TONAK                           COMMUNITY MANAGERFriday, October 21, 2011
THE NERDERY                  HOURS WORKED SINCE 2003        PROJECTS                         DOGS IN OUR OFFICE   BIKE COM...
HOW TO PARTICIPATE                           Using the questions panels in the GoToMeeting app                           O...
INTRO TO                           USER RESEARCH                            INTERACTIVE PRIMER SERIESFriday, October 21, 2...
ZACK                           USER EXPERIENCE DESIGNERFriday, October 21, 2011
MIKE                           DIRECTOR OF USER EXPERIENCEFriday, October 21, 2011
WHAT IS UX?               User Goals                                             Application                            Bu...
WHAT IS UX?                                Aligning user behavior and                           motivations with business ...
WHAT IS UX?Friday, October 21, 2011
WHAT IS UX?                  UX is not part of the process...Friday, October 21, 2011
WHAT IS UX?                  UX is not part of the process...                           ...it is the process.Friday, Octob...
A WORD ABOUT PROCESSFriday, October 21, 2011
^                           A WORD ABOUT PROCESSFriday, October 21, 2011
^                             (OR SEVERAL)                           A WORD ABOUT PROCESSFriday, October 21, 2011
DESIGN PHILOSOPHIESFriday, October 21, 2011
DESIGN PHILOSOPHIES                           There is no “one-size-fits-all”Friday, October 21, 2011
DESIGN PHILOSOPHIES                           There is no “one-size-fits-all”                                    Self Desi...
DESIGN PHILOSOPHIES                           There is no “one-size-fits-all”                                    Self Desi...
DESIGN PHILOSOPHIES                           There is no “one-size-fits-all”                                    Self Desi...
DESIGN SOLVES PROBLEMSFriday, October 21, 2011
DESIGN SOLVES PROBLEMS                                ...now let’s cook some dinnerFriday, October 21, 2011
SELF DESIGN                           SOLVING YOUR OWN PROBLEMFriday, October 21, 2011
SELF DESIGN                           SOLVING YOUR OWN PROBLEM                                         I know what I want ...
SELF DESIGN                           SOLVING YOUR OWN PROBLEM                                         I know what I want ...
GENIUS DESIGN                           SOLVING A PROBLEM YOU’VE SOLVED BEFOREFriday, October 21, 2011
GENIUS DESIGN                           SOLVING A PROBLEM YOU’VE SOLVED BEFORE                                            ...
GENIUS DESIGN                           SOLVING A PROBLEM YOU’VE SOLVED BEFORE                                            ...
GENIUS DESIGN                              THERE’S A CATCHFriday, October 21, 2011
GENIUS DESIGN                              THERE’S A CATCH                                       Genius Design presupposes...
USER-CENTERED DESIGN                                  AKA: UX DESIGNFriday, October 21, 2011
USER-CENTERED DESIGN                                    AKA: UX DESIGN                             A UX PROCESS STARTS WIT...
USER-CENTERED DESIGN                FOCUSES ON BEHAVIOR, USE & CONTEXT.Friday, October 21, 2011
USER-CENTERED DESIGN                FOCUSES ON BEHAVIOR, USE & CONTEXT.                               BUILDING EMPATHY.Fri...
USER-CENTERED DESIGN                               HOW DO WE DO THAT?Friday, October 21, 2011
USER-CENTERED DESIGN                               HOW DO WE DO THAT?                                 USER RESEARCHFriday,...
USER RESEARCH                                 IS NOT                           MARKETING RESEARCHFriday, October 21, 2011
USER RESEARCH                                    IS NOT                           MARKETING RESEARCH                      ...
USER RESEARCH                                    IS NOT                           MARKETING RESEARCH                      ...
USER RESEARCH                           We do this                                                 IS NOT                 ...
USER RESEARCH                           We do this                                                 IS NOT                 ...
USER RESEARCH                           We do this                                                 IS NOT                 ...
USER RESEARCH   MARKETING RESEARCHFriday, October 21, 2011
USER RESEARCH   MARKETING RESEARCH                                         Preferences                                    ...
USER RESEARCH               MARKETING RESEARCH                            Behavior                 Preferences            ...
RESEARCH SPECTRUM                            Indi Young - Mental Models: Rosenfeld Media   http://www.flickr.com/photos/ro...
RESEARCH SPECTRUM                            Indi Young - Mental Models: Rosenfeld Media   http://www.flickr.com/photos/ro...
RESEARCH SPECTRUM                                                                                                         ...
WHY DO USER RESEARCH?Friday, October 21, 2011
WHY DO USER RESEARCH?                               Remember when we said that                                 design solv...
WHY DO USER RESEARCH?                                  Remember when we said that                                    desig...
WHY DO USER RESEARCH?                                Remember when we said that a UX                             process s...
WHY DO USER RESEARCH?Friday, October 21, 2011
WHY DO USER RESEARCH?Friday, October 21, 2011
WHY DO USER RESEARCH?                              Research tells us what the problem is.Friday, October 21, 2011
WHY DO USER RESEARCH?                              Research tells us what the problem is.                              Res...
WHY DO USER RESEARCH?                              Research tells us what the problem is.                              Res...
BENEFITS OF USER RESEARCHFriday, October 21, 2011
BENEFITS OF USER RESEARCH          Throughly defines the problem.Friday, October 21, 2011
BENEFITS OF USER RESEARCH          Throughly defines the problem.          Informs design decisions.Friday, October 21, 2011
BENEFITS OF USER RESEARCH          Throughly defines the problem.          Informs design decisions.          Provides dir...
BENEFITS OF USER RESEARCH          Throughly defines the problem.   SHOWS US THE “WHAT”          Informs design decisions....
BENEFITS OF USER RESEARCH          Throughly defines the problem.   SHOWS US THE “WHAT”          Informs design decisions....
BENEFITS OF USER RESEARCH          Throughly defines the problem.    SHOWS US THE “WHAT”          Informs design decisions...
EXAMPLE PROJECT NEEDS                                  Stated:   What Research Tells Us:               “WHAT”             ...
EXAMPLE PROJECT NEEDS                                         Stated:              What Research Tells Us:               “...
EXAMPLE PROJECT NEEDS                                         Stated:              What Research Tells Us:                ...
EXAMPLE PROJECT NEEDS                                         Stated:              What Research Tells Us:                ...
EXAMPLE PROJECT NEEDS                                         Stated:              What Research Tells Us:                ...
EXAMPLE PROJECT NEEDS                                         Stated:              What Research Tells Us:                ...
EXAMPLE PROJECT NEEDS                                         Stated:              What Research Tells Us:                ...
EXAMPLE PROJECT NEEDS                                         Stated:              What Research Tells Us:                ...
EXAMPLE PROJECT NEEDS                                         Stated:              What Research Tells Us:                ...
EXAMPLE PROJECT NEEDS                                                Stated:            What Research Tells Us:           ...
EXAMPLE PROJECT NEEDS                                                Stated:            What Research Tells Us:           ...
EXAMPLE PROJECT NEEDS                                                Stated:            What Research Tells Us:           ...
BEWARE OF THE DATA TYPE                           QUALITATIVE   vs.   QUANTITATIVEFriday, October 21, 2011
BEWARE OF THE DATA TYPE                           QUALITATIVE   X                                         vs.   QUANTITATI...
BEWARE OF THE DATA TYPE                           QUALITATIVE       X                                             vs.     ...
BEWARE OF THE DATA TYPE                           QUALITATIVE       X                                             vs.     ...
BEWARE OF THE DATA TYPE                     QUANTITATIVE                              Objective                           ...
BEWARE OF THE DATA TYPE                     QUANTITATIVE   QUALITATIVEFriday, October 21, 2011
BEWARE OF THE DATA TYPE                     QUANTITATIVE                                    QUALITATIVEFriday, October 21,...
BEWARE OF THE DATA TYPE                     QUANTITATIVE   QUALITATIVEFriday, October 21, 2011
BEWARE OF THE DATA TYPE                     QUANTITATIVE         QUALITATIVE                           Page Views         ...
BEWARE OF THE DATA TYPE                     QUANTITATIVE         QUALITATIVE                           Page Views        E...
BEWARE OF THE DATA TYPE                     QUANTITATIVE   QUALITATIVEFriday, October 21, 2011
BEWARE OF THE DATA TYPE                                    QUALITATIVE                     QUANTITATIVEFriday, October 21,...
BEWARE OF THE DATA TYPE                     QUANTITATIVE   QUALITATIVEFriday, October 21, 2011
BEWARE OF THE DATA TYPE                     QUANTITATIVE   informs   QUALITATIVEFriday, October 21, 2011
BEWARE OF THE DATA TYPE                     QUANTITATIVE   informs   QUALITATIVEFriday, October 21, 2011
BEWARE OF THE DATA TYPE                     QUANTITATIVE   informs   QUALITATIVE                           “WHAT”Friday, O...
BEWARE OF THE DATA TYPE                     QUANTITATIVE   informs   QUALITATIVE                           “WHAT”Friday, O...
BEWARE OF THE DATA TYPE                     QUANTITATIVE   informs   QUALITATIVE                           “WHAT”         ...
BEWARE OF THE DATA TYPE                     QUANTITATIVE             QUALITATIVE                           “WHAT”   inform...
BEWARE OF THE DATA TYPE                     QUANTITATIVE                               QUALITATIVE                        ...
BEWARE OF THE DATA TYPE                     QUANTITATIVE                                  QUALITATIVE                     ...
WHEN SHOULD YOU DO                                 USER RESEARCH?                Timeframe        Beginning of the project...
Friday, October 21, 2011
BONUS ROUNDFriday, October 21, 2011
BONUS ROUND                           ONGOING RESEARCHFriday, October 21, 2011
BONUS ROUND                                  ONGOING RESEARCH                           How:Friday, October 21, 2011
BONUS ROUND                                  ONGOING RESEARCH                           How:   - Create a solid and sustai...
BONUS ROUND                                  ONGOING RESEARCH                           How:   - Create a solid and sustai...
BONUS ROUND                                  ONGOING RESEARCH                           How:   - Create a solid and sustai...
BONUS ROUND                                  ONGOING RESEARCH                           How:   - Create a solid and sustai...
BONUS ROUND                                  ONGOING RESEARCH                           How:   - Create a solid and sustai...
WHEN SHOULD YOU DO                                 USER RESEARCH?                Timeframe         Beginning of the projec...
WHEN SHOULD YOU DO                                 USER RESEARCH?                Timeframe         Beginning of the projec...
WHEN SHOULD YOU DO                                 USER RESEARCH?                Timeframe         Beginning of the projec...
CONTEXTUAL INQUIRYFriday, October 21, 2011
WHAT IS CONTEXTUAL INQUIRY?               Fancy Definition:Friday, October 21, 2011
WHAT IS CONTEXTUAL INQUIRY?               Fancy Definition: a field data-gathering technique that studies a few carefully ...
WHAT IS CONTEXTUAL INQUIRY?               Fancy Definition: a field data-gathering technique that studies a few carefully ...
WHAT IS CONTEXTUAL INQUIRY?               Fancy Definition: a field data-gathering technique that studies a few carefully ...
WHAT IS CONTEXTUAL INQUIRY?               Fancy Definition: a field data-gathering technique that studies a few carefully ...
WHAT IS CONTEXTUAL INQUIRY?               Fancy Definition: a field data-gathering technique that studies a few carefully ...
THE “HOW-TO” OF                           CONTEXTUAL INQUIRY            1. Recruiting      Contact & schedule the people y...
WHAT’S THE BENEFIT OF                            CONTEXTUAL INQUIRY?                                    Are there current ...
WHAT’S THE BENEFIT OF                                CONTEXTUAL INQUIRY?            Work-Arounds                Are people...
RECOMMENDATIONS FOR                            CONTEXTUAL INQUIRY                     Recruiting     Be sure to observe an...
USABILITY TESTINGFriday, October 21, 2011
WHAT IS USABILITY TESTING?                           Definition:Friday, October 21, 2011
WHAT IS USABILITY TESTING?                           Definition: a form of gathering feedback from actual users of a desig...
THE “HOW-TO” OF                           USABILITY TESTING                             Determine who you will conduct usa...
WHAT’S THE BENEFIT OF                                  USABILITY TESTING?                           Expectations   Is the ...
VARIATIONS OF                              USABILITY TESTING                In-Person, Moderated       Sessions are conduc...
VARIATIONS OF                              USABILITY TESTING                                                   Good       ...
VARIATIONS OF                              USABILITY TESTING                                                 Better       ...
VARIATIONS OF                            USABILITY TESTING                                                 Best           ...
RECOMMENDATIONS FOR                                USABILITY TESTING                                    Do your own recrui...
PUTTING IT ALL TOGETHERFriday, October 21, 2011
FICTIONAL PROJECT:                           WEB APP REDESIGNFriday, October 21, 2011
FICTIONAL PROJECT:                                WEB APP REDESIGN                           “We need to redesign our web ...
FICTIONAL PROJECT:                                WEB APP REDESIGN                           “We need to redesign our web ...
FICTIONAL PROJECT:                           WEB APP REDESIGNFriday, October 21, 2011
FICTIONAL PROJECT:                           WEB APP REDESIGN              Let’s get started:Friday, October 21, 2011
FICTIONAL PROJECT:                           WEB APP REDESIGN              Let’s get started:                    THE “WHAT...
FICTIONAL PROJECT:                           WEB APP REDESIGN              Let’s get started:                    THE “WHAT...
FICTIONAL PROJECT:                           WEB APP REDESIGN              Let’s get started:                    THE “WHAT...
FICTIONAL PROJECT:                           WEB APP REDESIGNFriday, October 21, 2011
FICTIONAL PROJECT:                               WEB APP REDESIGN                           THE “WHY”Friday, October 21, 2...
FICTIONAL PROJECT:                               WEB APP REDESIGN                           THE “WHY”   User InterviewsFri...
FICTIONAL PROJECT:                               WEB APP REDESIGN                           THE “WHY”   User Interviews   ...
FICTIONAL PROJECT:                           WEB APP REDESIGNFriday, October 21, 2011
FICTIONAL PROJECT:                                WEB APP REDESIGN                           THE “HOW”Friday, October 21, ...
FICTIONAL PROJECT:                                WEB APP REDESIGN                           THE “HOW”       Usability Tes...
FICTIONAL PROJECT: WEB APP REDESIGN             Project Overview:                “WHAT”                       “WHY”       ...
WHAT ELSE?Friday, October 21, 2011
NERDERY RESEARCH METHODS                           Usability Testing        Field Study/Ethnography                       ...
NERDERY RESEARCH METHODS                                                    “WHAT”                           Usability Tes...
NERDERY RESEARCH METHODS                                                    “WHY”                           Usability Test...
NERDERY RESEARCH METHODS                                                    “HOW”                           Usability Test...
QUESTIONS?                           Using the questions panels in the GoToMeeting app                           On Twitte...
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Intro to User Research

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Intro to User Research

  1. 1. Friday, October 21, 2011
  2. 2. MATT TONAK COMMUNITY MANAGERFriday, October 21, 2011
  3. 3. THE NERDERY HOURS WORKED SINCE 2003 PROJECTS DOGS IN OUR OFFICE BIKE COMMUTERS 821,217 4334 HOURS WORKED, LAST 12 MONTHS EIGHT 6 AVERAGE JANUARY TEMPERATURE º PEOPLE WHO WORK AT THE NERDERY TWO HUNDRED SIXTY-ONE FOUR WE HELP OUR PARTNERS GET BIG IDEAS OUT OF THEIR HEADS AND ONTO THEIR CLIENTS’ WEBSITES HTTP://WWW.NERDERY.COM TWITTER: @THE_NERDERYFriday, October 21, 2011
  4. 4. HOW TO PARTICIPATE Using the questions panels in the GoToMeeting app On Twitter @The_Nerdery Send us an email at primers@nerdery.comFriday, October 21, 2011
  5. 5. INTRO TO USER RESEARCH INTERACTIVE PRIMER SERIESFriday, October 21, 2011
  6. 6. ZACK USER EXPERIENCE DESIGNERFriday, October 21, 2011
  7. 7. MIKE DIRECTOR OF USER EXPERIENCEFriday, October 21, 2011
  8. 8. WHAT IS UX? User Goals Application Business GoalsFriday, October 21, 2011
  9. 9. WHAT IS UX? Aligning user behavior and motivations with business objectives through interaction design User Goals Business Goals ApplicationFriday, October 21, 2011
  10. 10. WHAT IS UX?Friday, October 21, 2011
  11. 11. WHAT IS UX? UX is not part of the process...Friday, October 21, 2011
  12. 12. WHAT IS UX? UX is not part of the process... ...it is the process.Friday, October 21, 2011
  13. 13. A WORD ABOUT PROCESSFriday, October 21, 2011
  14. 14. ^ A WORD ABOUT PROCESSFriday, October 21, 2011
  15. 15. ^ (OR SEVERAL) A WORD ABOUT PROCESSFriday, October 21, 2011
  16. 16. DESIGN PHILOSOPHIESFriday, October 21, 2011
  17. 17. DESIGN PHILOSOPHIES There is no “one-size-fits-all”Friday, October 21, 2011
  18. 18. DESIGN PHILOSOPHIES There is no “one-size-fits-all” Self DesignFriday, October 21, 2011
  19. 19. DESIGN PHILOSOPHIES There is no “one-size-fits-all” Self Design Genius DesignFriday, October 21, 2011
  20. 20. DESIGN PHILOSOPHIES There is no “one-size-fits-all” Self Design Genius Design User-Centered DesignFriday, October 21, 2011
  21. 21. DESIGN SOLVES PROBLEMSFriday, October 21, 2011
  22. 22. DESIGN SOLVES PROBLEMS ...now let’s cook some dinnerFriday, October 21, 2011
  23. 23. SELF DESIGN SOLVING YOUR OWN PROBLEMFriday, October 21, 2011
  24. 24. SELF DESIGN SOLVING YOUR OWN PROBLEM I know what I want for dinner. Self Design is cooking for yourself.Friday, October 21, 2011
  25. 25. SELF DESIGN SOLVING YOUR OWN PROBLEM I know what I want for dinner. Self Design is cooking for yourself. Pretty simple.Friday, October 21, 2011
  26. 26. GENIUS DESIGN SOLVING A PROBLEM YOU’VE SOLVED BEFOREFriday, October 21, 2011
  27. 27. GENIUS DESIGN SOLVING A PROBLEM YOU’VE SOLVED BEFORE If I’ve made dinner for Mike (or people like him) many times before, I rely on my domain specific experience to cook dinner for Mike.Friday, October 21, 2011
  28. 28. GENIUS DESIGN SOLVING A PROBLEM YOU’VE SOLVED BEFORE If I’ve made dinner for Mike (or people like him) many times before, I rely on my domain specific experience to cook dinner for Mike. I don’t actually cook for Mike. #justsayin’Friday, October 21, 2011
  29. 29. GENIUS DESIGN THERE’S A CATCHFriday, October 21, 2011
  30. 30. GENIUS DESIGN THERE’S A CATCH Genius Design presupposes that you originally did your research to define the problem.Friday, October 21, 2011
  31. 31. USER-CENTERED DESIGN AKA: UX DESIGNFriday, October 21, 2011
  32. 32. USER-CENTERED DESIGN AKA: UX DESIGN A UX PROCESS STARTS WITH UNDERSTANDING THE PROBLEMFriday, October 21, 2011
  33. 33. USER-CENTERED DESIGN FOCUSES ON BEHAVIOR, USE & CONTEXT.Friday, October 21, 2011
  34. 34. USER-CENTERED DESIGN FOCUSES ON BEHAVIOR, USE & CONTEXT. BUILDING EMPATHY.Friday, October 21, 2011
  35. 35. USER-CENTERED DESIGN HOW DO WE DO THAT?Friday, October 21, 2011
  36. 36. USER-CENTERED DESIGN HOW DO WE DO THAT? USER RESEARCHFriday, October 21, 2011
  37. 37. USER RESEARCH IS NOT MARKETING RESEARCHFriday, October 21, 2011
  38. 38. USER RESEARCH IS NOT MARKETING RESEARCH ...but there is some overlapFriday, October 21, 2011
  39. 39. USER RESEARCH IS NOT MARKETING RESEARCH ...but there is some overlapFriday, October 21, 2011
  40. 40. USER RESEARCH We do this IS NOT MARKETING RESEARCH ...but there is some overlapFriday, October 21, 2011
  41. 41. USER RESEARCH We do this IS NOT MARKETING RESEARCH ...but there is some overlapFriday, October 21, 2011
  42. 42. USER RESEARCH We do this IS NOT We DON’T do this MARKETING RESEARCH ...but there is some overlapFriday, October 21, 2011
  43. 43. USER RESEARCH MARKETING RESEARCHFriday, October 21, 2011
  44. 44. USER RESEARCH MARKETING RESEARCH Preferences Opinions Likes DesiresFriday, October 21, 2011
  45. 45. USER RESEARCH MARKETING RESEARCH Behavior Preferences Needs Opinions Goals Likes Tasks Desires Mental & Physical ContextFriday, October 21, 2011
  46. 46. RESEARCH SPECTRUM Indi Young - Mental Models: Rosenfeld Media http://www.flickr.com/photos/rosenfeldmedia/2159500714/in/set-72157603511616271/Friday, October 21, 2011
  47. 47. RESEARCH SPECTRUM Indi Young - Mental Models: Rosenfeld Media http://www.flickr.com/photos/rosenfeldmedia/2159500714/in/set-72157603511616271/Friday, October 21, 2011
  48. 48. RESEARCH SPECTRUM overlap Indi Young - Mental Models: Rosenfeld Media http://www.flickr.com/photos/rosenfeldmedia/2159500714/in/set-72157603511616271/Friday, October 21, 2011
  49. 49. WHY DO USER RESEARCH?Friday, October 21, 2011
  50. 50. WHY DO USER RESEARCH? Remember when we said that design solves problems?Friday, October 21, 2011
  51. 51. WHY DO USER RESEARCH? Remember when we said that design solves problems? Remember when we said that a UX process starts with defining the problem?Friday, October 21, 2011
  52. 52. WHY DO USER RESEARCH? Remember when we said that a UX process starts with defining the problem?Friday, October 21, 2011
  53. 53. WHY DO USER RESEARCH?Friday, October 21, 2011
  54. 54. WHY DO USER RESEARCH?Friday, October 21, 2011
  55. 55. WHY DO USER RESEARCH? Research tells us what the problem is.Friday, October 21, 2011
  56. 56. WHY DO USER RESEARCH? Research tells us what the problem is. Research tells us why it’s a problem.Friday, October 21, 2011
  57. 57. WHY DO USER RESEARCH? Research tells us what the problem is. Research tells us why it’s a problem. Research shows us how to fix it.Friday, October 21, 2011
  58. 58. BENEFITS OF USER RESEARCHFriday, October 21, 2011
  59. 59. BENEFITS OF USER RESEARCH Throughly defines the problem.Friday, October 21, 2011
  60. 60. BENEFITS OF USER RESEARCH Throughly defines the problem. Informs design decisions.Friday, October 21, 2011
  61. 61. BENEFITS OF USER RESEARCH Throughly defines the problem. Informs design decisions. Provides direction & priority.Friday, October 21, 2011
  62. 62. BENEFITS OF USER RESEARCH Throughly defines the problem. SHOWS US THE “WHAT” Informs design decisions. Provides direction & priority.Friday, October 21, 2011
  63. 63. BENEFITS OF USER RESEARCH Throughly defines the problem. SHOWS US THE “WHAT” Informs design decisions. TEACHES US THE “WHY” Provides direction & priority.Friday, October 21, 2011
  64. 64. BENEFITS OF USER RESEARCH Throughly defines the problem. SHOWS US THE “WHAT” Informs design decisions. TEACHES US THE “WHY” Provides direction & priority. GUIDES US TO THE “HOW”Friday, October 21, 2011
  65. 65. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: “WHAT” “WHY” “HOW”Friday, October 21, 2011
  66. 66. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: “WHAT” “We need a website redesign” “WHY” “HOW”Friday, October 21, 2011
  67. 67. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “WHY” “HOW”Friday, October 21, 2011
  68. 68. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t “WHY” working for us” “HOW”Friday, October 21, 2011
  69. 69. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t There are usability “WHY” working for us” flaws in the design “HOW”Friday, October 21, 2011
  70. 70. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t There are usability “WHY” working for us” flaws in the design “We should update “HOW” the look & feel”Friday, October 21, 2011
  71. 71. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t There are usability “WHY” working for us” flaws in the design “We should update We need to design clearer “HOW” the look & feel” call to action buttons.Friday, October 21, 2011
  72. 72. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t There are usability “WHY” working for us” flaws in the design “We should update We need to design clearer “HOW” the look & feel” call to action buttons.Friday, October 21, 2011
  73. 73. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t There are usability “WHY” working for us” flaws in the design “We should update We need to design clearer “HOW” the look & feel” call to action buttons.Friday, October 21, 2011
  74. 74. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t There are usability “WHY” working for us” flaws in the design “We should update We need to design clearer “HOW” the look & feel” call to action buttons. Vague & UndefinedFriday, October 21, 2011
  75. 75. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t There are usability “WHY” working for us” flaws in the design “We should update We need to design clearer “HOW” the look & feel” call to action buttons. Vague & UndefinedFriday, October 21, 2011
  76. 76. EXAMPLE PROJECT NEEDS Stated: What Research Tells Us: The website doesn’t meet “WHAT” “We need a website redesign” users’ expectations “The current site isn’t There are usability “WHY” working for us” flaws in the design “We should update We need to design clearer “HOW” the look & feel” call to action buttons. Vague & Undefined Clear & ActionableFriday, October 21, 2011
  77. 77. BEWARE OF THE DATA TYPE QUALITATIVE vs. QUANTITATIVEFriday, October 21, 2011
  78. 78. BEWARE OF THE DATA TYPE QUALITATIVE X vs. QUANTITATIVEFriday, October 21, 2011
  79. 79. BEWARE OF THE DATA TYPE QUALITATIVE X vs. QUANTITATIVE Just rememberFriday, October 21, 2011
  80. 80. BEWARE OF THE DATA TYPE QUALITATIVE X vs. QUANTITATIVE Just remember We need both!Friday, October 21, 2011
  81. 81. BEWARE OF THE DATA TYPE QUANTITATIVE Objective X vs. QUALITATIVE Subjective “Measurable” “Non-measurable” Numerical Data NOT Numerical Statistics ConceptsFriday, October 21, 2011
  82. 82. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVEFriday, October 21, 2011
  83. 83. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVEFriday, October 21, 2011
  84. 84. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVEFriday, October 21, 2011
  85. 85. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVE Page Views Bounce Rate Time On Site Yes/No True/FalseFriday, October 21, 2011
  86. 86. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVE Page Views Expectations Bounce Rate Reactions Time On Site Confusion Yes/No Comprehension True/False BehaviorFriday, October 21, 2011
  87. 87. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVEFriday, October 21, 2011
  88. 88. BEWARE OF THE DATA TYPE QUALITATIVE QUANTITATIVEFriday, October 21, 2011
  89. 89. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVEFriday, October 21, 2011
  90. 90. BEWARE OF THE DATA TYPE QUANTITATIVE informs QUALITATIVEFriday, October 21, 2011
  91. 91. BEWARE OF THE DATA TYPE QUANTITATIVE informs QUALITATIVEFriday, October 21, 2011
  92. 92. BEWARE OF THE DATA TYPE QUANTITATIVE informs QUALITATIVE “WHAT”Friday, October 21, 2011
  93. 93. BEWARE OF THE DATA TYPE QUANTITATIVE informs QUALITATIVE “WHAT”Friday, October 21, 2011
  94. 94. BEWARE OF THE DATA TYPE QUANTITATIVE informs QUALITATIVE “WHAT” “WHY”Friday, October 21, 2011
  95. 95. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVE “WHAT” informs “WHY”Friday, October 21, 2011
  96. 96. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVE “WHAT” informs “WHY” i.e. Sign-up page bounce rate it high.Friday, October 21, 2011
  97. 97. BEWARE OF THE DATA TYPE QUANTITATIVE QUALITATIVE “WHAT” informs “WHY” i.e. Sign-up page bounce rate it high. i.e. Call to action text is confusing.Friday, October 21, 2011
  98. 98. WHEN SHOULD YOU DO USER RESEARCH? Timeframe Beginning of the project During Design Production Project Completion - re-enforce direction - inform direction & scope - gauge progress/success Benefit - validate design decisions - throughly defines the problem - guides product direction - acquire design feedback at - provides insights for next steps - discover areas for improvement significantly lower cost - Contextual Inquiry - Usability Testing - Usability Testing Example - Field Study/Ethnography - Card Sorting - Site Search Analytics Method/Use - User Interviews - Personas - Web Analytics - Surveys - Mental Models - A/B Testing/Multivariate TestingFriday, October 21, 2011
  99. 99. Friday, October 21, 2011
  100. 100. BONUS ROUNDFriday, October 21, 2011
  101. 101. BONUS ROUND ONGOING RESEARCHFriday, October 21, 2011
  102. 102. BONUS ROUND ONGOING RESEARCH How:Friday, October 21, 2011
  103. 103. BONUS ROUND ONGOING RESEARCH How: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/usersFriday, October 21, 2011
  104. 104. BONUS ROUND ONGOING RESEARCH How: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/users Why:Friday, October 21, 2011
  105. 105. BONUS ROUND ONGOING RESEARCH How: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/users Why: - Your audience changes and evolves over timeFriday, October 21, 2011
  106. 106. BONUS ROUND ONGOING RESEARCH How: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/users Why: - Your audience changes and evolves over time - Your product/service/website will attract new audience segmentsFriday, October 21, 2011
  107. 107. BONUS ROUND ONGOING RESEARCH How: - Create a solid and sustainable research plan for a continuous feedback loop from your customers/users Why: - Your audience changes and evolves over time - Your product/service/website will attract new audience segments -Other products/services/websites introduce new expectations for interacting with your informationFriday, October 21, 2011
  108. 108. WHEN SHOULD YOU DO USER RESEARCH? Timeframe Beginning of the project During Design Production Project Completion - re-enforce direction - inform direction & scope - gauge progress/success Benefit - validate design decisions - throughly defines the problem - guides product direction - acquire design feedback at - provides insights for next steps - discover areas for improvement significantly lower cost - Contextual Inquiry - Usability Testing - Usability Testing Example - Field Study/Ethnography - Card Sorting - Site Search Analytics Method/Use - User Interviews - Personas - Web Analytics - Surveys - Mental Models - A/B Testing/Multivariate TestingFriday, October 21, 2011
  109. 109. WHEN SHOULD YOU DO USER RESEARCH? Timeframe Beginning of the project During Design Production Project Completion - re-enforce direction - inform direction & scope - gauge progress/success Benefit - validate design decisions - throughly defines the problem - guides product direction - acquire design feedback at - provides insights for next steps - discover areas for improvement significantly lower cost - Contextual Inquiry - Usability Testing - Usability Testing Example - Field Study/Ethnography - Card Sorting - Site Search Analytics Method/Use - User Interviews - Personas - Web Analytics - Surveys - Mental Models - A/B Testing/Multivariate TestingFriday, October 21, 2011
  110. 110. WHEN SHOULD YOU DO USER RESEARCH? Timeframe Beginning of the project During Design Production Project Completion Let’s talk about a few in more detail - re-enforce direction - inform direction & scope - gauge progress/success Benefit - validate design decisions - throughly defines the problem - guides product direction - acquire design feedback at - provides insights for next steps - discover areas for improvement significantly lower cost - Contextual Inquiry - Usability Testing - Usability Testing Example - Field Study/Ethnography - Card Sorting - Site Search Analytics Method/Use - User Interviews - Personas - Web Analytics - Surveys - Mental Models - A/B Testing/Multivariate TestingFriday, October 21, 2011
  111. 111. CONTEXTUAL INQUIRYFriday, October 21, 2011
  112. 112. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition:Friday, October 21, 2011
  113. 113. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition: a field data-gathering technique that studies a few carefully selected individuals in depth to arrive at a fuller understanding of the work practice across all customers.Friday, October 21, 2011
  114. 114. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition: a field data-gathering technique that studies a few carefully selected individuals in depth to arrive at a fuller understanding of the work practice across all customers. - Hugh Beyer and Karen Holtzblatt - Contextual Design: Defining Customer-Centered SystemsFriday, October 21, 2011
  115. 115. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition: a field data-gathering technique that studies a few carefully selected individuals in depth to arrive at a fuller understanding of the work practice across all customers. - Hugh Beyer and Karen Holtzblatt - Contextual Design: Defining Customer-Centered Systems Non-Nerd Version:Friday, October 21, 2011
  116. 116. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition: a field data-gathering technique that studies a few carefully selected individuals in depth to arrive at a fuller understanding of the work practice across all customers. - Hugh Beyer and Karen Holtzblatt - Contextual Design: Defining Customer-Centered Systems Non-Nerd Version: go watch people work in their own context.Friday, October 21, 2011
  117. 117. WHAT IS CONTEXTUAL INQUIRY? Fancy Definition: a field data-gathering technique that studies a few carefully selected individuals in depth to arrive at a fuller understanding of the work practice across all customers. - Hugh Beyer and Karen Holtzblatt - Contextual Design: Defining Customer-Centered Systems Non-Nerd Version: go watch people work in their own context. - UsFriday, October 21, 2011
  118. 118. THE “HOW-TO” OF CONTEXTUAL INQUIRY 1. Recruiting Contact & schedule the people you will observe. THIS IS THE MOST IMPORTANT STEP. 2. Research Plan Establish a clear focus for what you’re seeking to understand & what you hope to learn. 3. Observe Watch users completing relevant goals & tasks in their own context. 4. Analyze Review what you learned. What patterns emerged? 5. Report Create appropriate documentation to communicate what you found to the team.Friday, October 21, 2011
  119. 119. WHAT’S THE BENEFIT OF CONTEXTUAL INQUIRY? Are there current frustrations or problems with the existing design? What about with their Issues physical environment or other systems and processes? Can the new design support those? What are the high level priorities of the people using the current design? Goals What are they trying to accomplish? Tasks What are the steps people are taking to accomplish those goals? Environment What is their physical location like? How does it impact the design or how they use it? What other hardware or software are they using to do their work? Can (or should) they be Applications integrated? Can the new design eliminate the need of these factors?Friday, October 21, 2011
  120. 120. WHAT’S THE BENEFIT OF CONTEXTUAL INQUIRY? Work-Arounds Are people creating ways to work around a poor design now? Triggers What causes someone to begin down a path of completing a goal? Are there several ways in which people are accomplishing the same goal or task? Should the Variation(s) design support one? Both? Partners Who does the person work with to accomplish a goal or task? “Crutches” Do people have “cheat-sheets” or other materials to help them accomplish goals and tasks?Friday, October 21, 2011
  121. 121. RECOMMENDATIONS FOR CONTEXTUAL INQUIRY Recruiting Be sure to observe an appropriate, representative sample of your target audience. Aim for 3-5 participants separately. Timeline Allow 1-2 weeks for recruiting effort. (Varies depending on the project & participant availability) Allow 1-2 weeks for conducting the research. (Assuming 5 participants) Allow AT LEAST 1 week for analysis Allow 1 week to create a report. Approximately 4-8 weeks totalFriday, October 21, 2011
  122. 122. USABILITY TESTINGFriday, October 21, 2011
  123. 123. WHAT IS USABILITY TESTING? Definition:Friday, October 21, 2011
  124. 124. WHAT IS USABILITY TESTING? Definition: a form of gathering feedback from actual users of a design by having them attempt to complete intended goals and tasks with said design.Friday, October 21, 2011
  125. 125. THE “HOW-TO” OF USABILITY TESTING Determine who you will conduct usability testing with, write a screener to ensure you recruit 1. Recruiting your target audience from the responses & schedule the participants. Again, a CRITICAL step. Where will the tests take place? What will the research cover? As before, Establish a clear 2. Research Plan focus for what you hope to learn. 3. Conduct Tests Conduct the test (ideally with an experience moderator) & observe, while taking notes. 4. Analyze Discuss test results with any participating team members & review recordings if available. 5. Report Create appropriate documentation that conveys the findings from the research.Friday, October 21, 2011
  126. 126. WHAT’S THE BENEFIT OF USABILITY TESTING? Expectations Is the solution designed meeting expectations of those intended to use it? Task Completion Can the users complete the available tasks of the design? Level of difficulty If so, how difficult was it for them to complete the task(s)? Why? Path Taken What were the steps involved in completing a given task? Impression Did the user(s) understand the overall message and intent that the design meant to convey?Friday, October 21, 2011
  127. 127. VARIATIONS OF USABILITY TESTING In-Person, Moderated Sessions are conducted at a physical location with a live, in-person moderator leading the session(s) with participants. Research is conducted via “live recruiting” from an existing website. Remote, Moderated Participants are immediately connected with a moderator from a remote location. Sessions are conducted using an online service that allows users to Remote, Un-moderated participate at their convenience, without a moderator. Usability testing done with minimal recruiting effort and logistical Guerilla planning. Common locations are coffee shops, bars, offices, etc.Friday, October 21, 2011
  128. 128. VARIATIONS OF USABILITY TESTING Good In-Person, Moderated Sessions are conducted at a physical location with a live, in-person moderator leading the session(s) with participants. Research is conducted via “live recruiting” from an existing website. Remote, Moderated Participants are immediately connected with a moderator from a remote location. Sessions are conducted using an online service that allows users to Remote, Un-moderated participate at their convenience, without a moderator. Usability testing done with minimal recruiting effort and logistical Guerilla planning. Common locations are coffee shops, bars, offices, etc.Friday, October 21, 2011
  129. 129. VARIATIONS OF USABILITY TESTING Better In-Person, Moderated Sessions are conducted at a physical location with a live, in-person moderator leading the session(s) with participants. Research is conducted via “live recruiting” from an existing website. Remote, Moderated Participants are immediately connected with a moderator from a remote location. Sessions are conducted using an online service that allows users to Remote, Un-moderated participate at their convenience, without a moderator. Usability testing done with minimal recruiting effort and logistical Guerilla planning. Common locations are coffee shops, bars, offices, etc.Friday, October 21, 2011
  130. 130. VARIATIONS OF USABILITY TESTING Best In-Person, Moderated Sessions are conducted at a physical location with a live, in-person moderator leading the session(s) with participants. Research is conducted via “live recruiting” from an existing website. Remote, Moderated Participants are immediately connected with a moderator from a remote location. Sessions are conducted using an online service that allows users to Remote, Un-moderated participate at their convenience, without a moderator. Usability testing done with minimal recruiting effort and logistical Guerilla planning. Common locations are coffee shops, bars, offices, etc.Friday, October 21, 2011
  131. 131. RECOMMENDATIONS FOR USABILITY TESTING Do your own recruiting if possible. If this is not possible, work closely with a recruiting agency Recruiting to ensure the participants being recruited match your target audience. (especially for the particular research you’re doing) Aim for 5-10 participants. (dependent on the study) Timeline Allow 1-2 weeks for recruiting effort. (Varies depending on the recruiting method) Allow 1 week for conducting the tests. (Assuming 5 participants) Allow 3 days to 1 week for analysis. Allow 3 days to 1 week to create a report. Approximately 3-6 weeks totalFriday, October 21, 2011
  132. 132. PUTTING IT ALL TOGETHERFriday, October 21, 2011
  133. 133. FICTIONAL PROJECT: WEB APP REDESIGNFriday, October 21, 2011
  134. 134. FICTIONAL PROJECT: WEB APP REDESIGN “We need to redesign our web application to increase customer engagement”Friday, October 21, 2011
  135. 135. FICTIONAL PROJECT: WEB APP REDESIGN “We need to redesign our web application to increase customer engagement” GO!Friday, October 21, 2011
  136. 136. FICTIONAL PROJECT: WEB APP REDESIGNFriday, October 21, 2011
  137. 137. FICTIONAL PROJECT: WEB APP REDESIGN Let’s get started:Friday, October 21, 2011
  138. 138. FICTIONAL PROJECT: WEB APP REDESIGN Let’s get started: THE “WHAT”Friday, October 21, 2011
  139. 139. FICTIONAL PROJECT: WEB APP REDESIGN Let’s get started: THE “WHAT” Targeted SurveysFriday, October 21, 2011
  140. 140. FICTIONAL PROJECT: WEB APP REDESIGN Let’s get started: THE “WHAT” Targeted Surveys Web AnalyticsFriday, October 21, 2011
  141. 141. FICTIONAL PROJECT: WEB APP REDESIGNFriday, October 21, 2011
  142. 142. FICTIONAL PROJECT: WEB APP REDESIGN THE “WHY”Friday, October 21, 2011
  143. 143. FICTIONAL PROJECT: WEB APP REDESIGN THE “WHY” User InterviewsFriday, October 21, 2011
  144. 144. FICTIONAL PROJECT: WEB APP REDESIGN THE “WHY” User Interviews Contextual InquiryFriday, October 21, 2011
  145. 145. FICTIONAL PROJECT: WEB APP REDESIGNFriday, October 21, 2011
  146. 146. FICTIONAL PROJECT: WEB APP REDESIGN THE “HOW”Friday, October 21, 2011
  147. 147. FICTIONAL PROJECT: WEB APP REDESIGN THE “HOW” Usability TestingFriday, October 21, 2011
  148. 148. FICTIONAL PROJECT: WEB APP REDESIGN Project Overview: “WHAT” “WHY” “HOW” Prototype [design & development} iteration(s) Targeted Web User Contextual Usability Surveys Analytics Interviews Inquiry Testing TimeFriday, October 21, 2011
  149. 149. WHAT ELSE?Friday, October 21, 2011
  150. 150. NERDERY RESEARCH METHODS Usability Testing Field Study/Ethnography Surveys Site Search Analytics Card Sorting Web Analytics Stakeholder Interviews A/B Testing : Multivariate Testing User Interviews Mental Models Contextual Inquiry PersonasFriday, October 21, 2011
  151. 151. NERDERY RESEARCH METHODS “WHAT” Usability Testing Field Study/Ethnography Surveys Site Search Analytics Card Sorting Web Analytics Stakeholder Interviews A/B Testing : Multivariate Testing User Interviews Mental Models Contextual Inquiry PersonasFriday, October 21, 2011
  152. 152. NERDERY RESEARCH METHODS “WHY” Usability Testing Field Study/Ethnography Surveys Site Search Analytics Card Sorting Web Analytics Stakeholder Interviews A/B Testing : Multivariate Testing User Interviews Mental Models Contextual Inquiry PersonasFriday, October 21, 2011
  153. 153. NERDERY RESEARCH METHODS “HOW” Usability Testing Field Study/Ethnography Surveys Site Search Analytics Card Sorting Web Analytics Stakeholder Interviews A/B Testing : Multivariate Testing User Interviews Mental Models Contextual Inquiry PersonasFriday, October 21, 2011
  154. 154. QUESTIONS? Using the questions panels in the GoToMeeting app On Twitter @The_Nerdery Send us an email at primers@nerdery.com More answers online at http://nerdery.comFriday, October 21, 2011
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