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Involve users always and get a better design fast - User Checks


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Workshop @UXCamp Amsterdam 2016 about User Checks, a method for agile usability testing
Learning by doing a user check in 45 minutes...

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Involve users always and get a better design fast - User Checks

  1. 1. userneeds! @anous User Checks! involve users always 
 and get to a better design fast September 10, 2016" Workshop UXCAMP AMSTERDAM 2016 " Anouschka Scholten userneeds
  2. 2. userneeds! @anous
  3. 3. userneeds! @anous person needs goal Image: source
  4. 4. userneeds! @anous Check with users?!
  5. 5. userneeds! @anous
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  7. 7. userneeds! @anous
  8. 8. userneeds! @anous UX insights!
  9. 9. userneeds! @anous Quantitative methods What happens Where How often WHY How better ?
  10. 10. userneeds! @anous
  11. 11. userneeds! @anous Make people’s lives better.
  12. 12. userneeds! @anous You can’t possibly predict/find/be aware of all the issues
  13. 13. userneeds! @anous Focus group Enquête
 test Remote tracking
 Usability testing User 
 Marketing driven

  14. 14. userneeds! @anous People do not always do what ! you think ! you tell them ! they think ! they say ! they do! ! ! Observing and asking why makes you find out what people really ! do and need!
  15. 15. userneeds! @anous Usability testing is about observing behaviour 
 Watch the user do what comes naturally,
 while performing a task (thinking aloud). 
 Don't help.
 Not asking about opinion.
  16. 16. userneeds! @anous empathy! a key function of usability testing to really see, hear and find out what moves your users the ability to see an experience through another person’s eyes Getting to
  17. 17. userneeds! @anous WHY??!!! It’s not about how often something is said or done 
 it’s no quantitative research, it’s not about significance It’s about why things happen or are said What’s behind the behavior? Did the user expect something else, what? Is there something in the context which is new and we have to consider? Is there something really important, much more than we thought, an opportunity? Or a painpoint we didn’t meet exactly? 1
  18. 18. userneeds! @anous Usability test to! Detect problems! Optimize! Innovate! Engage! Convice! Focus! ! !
  19. 19. userneeds! @anous Usability ROI •  Increased conversion rates •  Increased productivity •  Reduced need for help desk intervention •  Reduced fall off rate at checkout •  Reduce waste, focus on what’s needed
  20. 20. userneeds! @anous Meeting user needs is key
 UX – U = X
 UX without users is a no go
  21. 21. userneeds! @anous Picture credits: Johan Groenen NOT the waterfall way
  22. 22. userneeds! @anous Picture credits: Johan Groenen The agile way!
  23. 23. userneeds! @anous Improve the UX ongoing Validated learning loop for innovation, solving problems and optimization The Lean Startup process, source:
  24. 24. userneeds! @anous user checks! & traditional usability testing!
  25. 25. userneeds! @anous User Checks – 
 agile usability testing
  26. 26. userneeds! @anous 26
  27. 27. userneeds! @anous Usability Test traditional 1 round of testing" In a lab environment, eye tracking Moderator is a UX researcher Process based
  28. 28. userneeds! @anous Traditional Usablity test drawbacks •  1 time, at end design process •  An extensive report, little or no redesign •  No retest •  Not in user context •  High costs: lab, eye tracking, special UX researcher •  Product team indirectly involved •  Schedule well in advance (at least 1 month)
  29. 29. userneeds! @anous
  30. 30. userneeds! @anous Test and retest within 1-4 weeks Preferably in the users context, quick and easy set up Team member (Designer, PO,…) conducts the test, team directly involved Output is a better design/ better MVP" Value based User Checks Agile Usability Test
  31. 31. userneeds! @anous User Checks Agile Usability Testing 6. Evaluate Priortize Improvements 2. User Checks round 1 3. Evaluate Priortize Improvements 5. User Checks round 2 1. Design / MVP 4. Improved Design / MVP 7. Improved Design / MVP Repeat 
 or develop Based on the RITE-model:
  32. 32. userneeds! @anous “Elaborate tests are a waste of resources” Source: 75% of the problems found with 3 or 4 user tests
  33. 33. userneeds! @anous Outsourcing your user research work is like outsourcing your vacation.  It gets the job done, but probably won’t have the effects you were seeking. Jared Spool “
  34. 34. userneeds! @anous A better design fast!
  35. 35. userneeds! @anous With User Checks •  Checking with users on a regular bases
 Effective problem detection •  Ensures that users can successfully reach their goals and shows where their satisfaction can be improved
 Boosts optimalization •  Offers insights about the proposition or concept weaknesses and unknown opportunities 
 Enables innovation •  Ensures the whole team understands how users use their product Empathy and commitment •  Emphasizes where a design change is needed, reduces waste
 Brings focus, avoids feature creep
  36. 36. userneeds! @anous Let’s just do it!
  37. 37. userneeds! @anous Live user check test session ! additional participants in role ‘observer’! ! !
  38. 38. userneeds! @anous Collect en prioritize findings! learing by doing!
  39. 39. userneeds! @anous Come up with solutions and prioritize! learing by doing! !
  40. 40. userneeds! @anous
  41. 41. userneeds! @anous
  42. 42. userneeds! @anous The 4 basics of a User Check 1.  Do a short interview upfront
 Ask for experiences; how did they… the last time. Let the user formulate the goal they have, the situation, the task. Use that for the user check 2.  Let your user experience the prototype/ MVP/site 
 Observe don’t tell. Put your prototype/site in the user’s hands (or your user in the prototype) and give just the minimum context so they understand what to do. 
 Give them the situation and task they formulated in the interview
  43. 43. userneeds! @anous 3.  Have them talk through their experience (talk aloud) & Observe actively
 Watch how they use (and misuse) what you have given them. Never immediately “correct” what your user is doing.
 Only stimulate to talk aloud: “what are you thinking” 4.  Evaluate afterwords: follow up with questions 
 This is important; often this is the most valuable part of testing. You mentioned… what did you mean with that? I saw you doing… why? What did you expect? How would you call it? Answer questions with questions (i.e “well, what do you think that button does”) The 4 basics of a User Check
  44. 44. userneeds! @anous I need 1 volunteer: 
 the user

  45. 45. userneeds! @anous Case •  The main goal(s) of the site
 Promote the concept, get people interested to apply and be part of the event •  Target users
 UX experts and related expertises to join as attendees, speakers or volunteers •  Main tasks, main questions of the users
 For Speakers: how does it work, what level of experience is expected, who attends/speaks, what can I expect, do I fit in? •  Context of use
 Re-visiting the site after buying a ticket, considering to speak and find out if this is doable
  46. 46. userneeds! @anous Observe the user’s behaviour 1 sticky per issue/observation Note every occasion the user: •  hesitates, worries, or is forced to think •  misunderstands something •  gets frustrated or annoyed •  gives up •  is surprised
  47. 47. userneeds! @anous
  48. 48. userneeds! @anous The findings, issues •  Collect Findings •  Prioritize issues to be solved: prioritize from the business/user goals perspective, rate them Do this with thewhole team
  49. 49. userneeds! @anous •  Collect all findings •  Re-arrange, categorize them, label them •  Dot-vote (3 per person): what is most important, what should we tackle
 The problem dot-voted most: concentrate on that one for the solutions…
  50. 50. userneeds! @anous Improvements •  Improvements on every level, note down 
 Labeling, content, categorization, visual assets, interaction, concept, flow, persuasion > but keep the business/user goals perspective in mind (focus)! •  Prioritize by Impact & Effort (matrix) or dot- vote
 Choose improvement(s) to be re-tested Do this with thewhole team
  51. 51. userneeds! @anous Impact & Effort matrix 
 Impact: creates high/low value for users 
 effort: high/low effort in terms of time, knowledge, tools, people… Source: Do this with the whole team
 incl. decision makers!
  52. 52. userneeds! @anous •  Implement the solutions that have the most positive impact/value for the user and take the least effort to realize And re-test!
  53. 53. userneeds! @anous A better design fast!!
  54. 54. userneeds! @anous Lets make people’s lives better! ! Just do it!!
  55. 55. userneeds! @anous Thank you! Twitter: @anous LinkedIn:
  56. 56. userneeds! @anous Extra’s
  57. 57. userneeds! @anous User Checks set up •  Test script with real tasks •  Real target users as participants •  Ideally conducted in context user on their own device •  Record audio and screen capture •  1 test moderator, 1 observer 
 (more observers are possible, but not too much and really on the background)
  58. 58. userneeds! @anous Key: moderating the test If they… Say… Are not talking “What are you thinking?” Ask you a question (e.g. “Is that what I should do here?”) Rephrase the question (e.g “ What do you think you should do?”) Get a task right or wrong “Thank you , that is very helpful”
 “Thanks for the feedback” Mess up “Remember, you can’t make any mistakes. You’re doing a great job.” Are unsure if they have completed a task and ask you “Is this what you would do if you were doing X at home?” Criticize the design “Thanks for the feedback”
  59. 59. userneeds! @anous Test script-agenda 1.  Introduction and questions up front 2.  Situation sketch + think aloud instruction 3.  Think aloud session 4.  Evaluate session, open questions 5.  End session - thank participant
  60. 60. userneeds! @anous 1. Example Introduction Thank you for participating, we really appreciate it! I’m <name> and there is one person besides me <name> is also here. We’re helping a company to develop a new service / to optimize a website This company cares about their customers and thinks it’s very important to involve potential customers when developing new services. They want the new service to be valuable for you. That’s why we want to ask you some questions and along the way we’d like show you the service/site. You can walk through it.  The interview takes about a 20 minutes. If you do not understand something, or you want to add something, do not hesitate to interrupt me!  Do you mind if we record the session for future reference within our organisation? Everything we discuss and record is confidential; we will not share things without your permission! Any questions?
  61. 61. userneeds! @anous Task-think aloud instruction You are going to see: a draft proposal of the service, which has not yet been developed/ the site now. <if a proptotype> The proposal is only images. It looks finished and you can click through it, but most of it is not working yet. It’s also not as fast as a normal app and you can’t do anything wrong. <Situation sketch and task> Please open the link on your mobile phone and walk through the app.
 Can you please say things aloud? Not to me, but for yourself? Everything you do or say is fine, eg. Also "what the hell is this ?! “. You can start now by clicking the link
  62. 62. userneeds! @anous Evaluation questions After the think aloud session, zoom in to what you observed, like: •  You mentioned… what did you mean with that? •  I saw you doing… why? What did you expect? How would you call it? •  You didn’t go to … why not? What do you expect to find?
 Also ask service, product or content specific questions, e.g.: •  You read this text thoroughly, why? •  You were going back and fourth between product X and Y, why? •  You choose X and said something about .., what did you mean with that ?