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Your "Psychologist Voice": Leveraging Voice Mindfulness for UX Research
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PREPARED BY
Your "Psychologist Voice”: Leveraging
Voice Mindfulness for UX Research
September 16, 2017
Big Design Conference
Dan Berlin
Vice President, Experience Research
Mad*Pow
dberlin@madpow.net
@banderlin
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Hi! I’m Dan Berlin
• BA in Psychology from Brandeis U.
• Seven years of tech support
• Participant in a usability study and discovered the world of UX
• Quit my job
• Did a 2.5 year program at Bentley U. to get an MBA and MS in
Human Factors in Information Design
• Have been doing UX research for ten years
• Vice President of Experience Research at Mad*Pow
@banderlin
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Best Practices Typically Deal with Artifacts & Methodology
• Preparation, documentation, & technique
• Asking non-leading questions
• Types of questions to elicit different data
• Participant activities
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Very Little Research About How to Carry Your Voice
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Julian Treasure: How To Speak So That People Want to Listen
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Be Mindful of WHAT You Say
• Seven deadly sins of talking:
• Negativity
• Gossip
• Judging
• Complaining
• Excuses
• Lying
• Dogmatism
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Be Mindful of WHAT You Say
• Speak with:
• Honesty
• Authenticity
• Integrity
• Love
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Building Rapport
• Open the conversation by following social norms
• Limit talking about yourself, but do so as needed
• Listen by asking questions
• Use the participant’s vocabulary
• Explain, don’t lecture
• It’s satisfying to have a productive conversation with a
stranger
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Remaining Neutral
• Your opinion and outlook on the subject don’t matter
• Don’t have a point of view
• Even if you think you know the answer, ask the question
anyway
• Be completely invested in what the participants have to say
“You need to not only be ready to hear your participant’s
take on things, but you should also be hungry for it.
This willingness to embrace is an active, deliberate state.”
- Steve Portigal, Interviewing Users
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Be Mindful of HOW You Talk – Voice Components
• Pace – how fast you talk
• Power – where your voice is coming from
• Volume – loudness
• Timbre – warmth or smoothness
• Emphasis – putting stress on key words or syllables
• Pause – where you stop for emphasis
• Depth – pitch
• Inflection – the ups and downs of your sentences
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Controlling Your Voice – The Easy Answers
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Components of the Psychologist Voice
• Pace – even, calm pace
• Power – talk from your belly, not your mouth/head
• Volume – audible, but not too loud
• Timbre – warm and soothing
• Emphasis – ensure to stress the important words
• Pause – stop to emphasize key points
• Depth – where you are comfortable, to a point
• Inflection – not monotone
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Non-Verbal Communication
Source: Mehrabian, A. (1981) Silent messages: Implicit
communication of emotions and attitudes. Belmont, CA: Wadsworth.
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Non-Verbal Communication
• Posture – slouching indicates disinterest
• Facial expressions – appropriately responsive
• Distance – optimum conversational distance
• Voice tone – conversational tone
• Body movements – convey interest by squarely facing the
participant and leaning in where appropriate
• Mannerisms – distracting mannerisms may convey
disinterest
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Learning From The Stereotypical 1950’s Psychotherapist
• Listen to listen and understand
• Asking “Why” multiple times without using the word “why”
• Turn questions back onto participants
• Confirm you understood them correctly
• Keep quiet – keep the participant talking
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Convey There Are No Wrong Answers
• Never sound disappointed in an answer
• Always be interested in what they have to say
• Convey that the participant is the expert
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Practice Voice Mindfulness
• “Mindfulness” = active attention on the here and now
• “Voice mindfulness” = active attention about how you
convey your words
• Tough to transcend unconscious behavior
• Warm up your voice
• Practice, practice, practice
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Psychologist Voice = Voice Mindfulness
Use your psychologist voice to exhibit voice mindfulness
Be mindful of your voice to put participants at ease
People talking without speaking
People hearing without listening
- The Sound of Silence, Simon & Garfunkel
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Let’s Try It!
Turn to your neighbor and ask how s/he feels about
qualitative research… in your regular voice
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Let’s Try It!
Now, ask the same question using your Psychologist Voice
Turn to your neighbor and ask how s/he feels about
qualitative research… in your regular voice
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Your "Psychologist Voice”: Leveraging Voice Mindfulness for UX Research
Thank You!
Questions?
Dan Berlin
VP, Experience Research
Mad*Pow
dberlin@madpow.net
@banderlin
Editor's Notes
Types of qualitative research: focus groups, user interviews, usability, & contextual inquiry (ethnography)
Want to get the best possible information from participants – time is expensive and precious
Examples of recruiting costs
We want them to be relaxed, comfortable, and ready to share their innermost thoughts and dreams
A relaxed participant will be honest and provide useful data
Participant rapport = friendly conversation
A tense participant will be hard to control and distant
No one wants to spend an hour pulling teeth
Good preparation & documentation typically leads to consistent techniques and useful data
Non-leading and unbiased questions
We can really screw up qual research by biasing participants
Choosing the right activity for different goals
This typically only comes with experience and/or training
We learn what works & what doesn’t
We learn which of our own behaviors affect participants’ responses
A researcher’s first few sessions can be awkward; but we learn from our mistakes
The best researchers are very open to critique
But let’s get ahead of that – let’s take a moment to think about HOW to speak and what to say
After the first time I gave this talk, someone told me to check out this Ted talk
I suggest you do the same
When we convey love & honesty to participants, they will respond likewise
Social norms = Steve’s “taking a drink” example
Asking questions = shows you are actively listening
Their vocabulary = don’t make them feel dumb
Match the participant’s tone and pace
Can be unnatural
If done incorrectly, participants may think the moderator is mocking them
Just be yourself
As previously mentioned, we don’t any enough attention to how we speak
“Yourself” may be a booming, intimidating voice, or a meek voice that does not command authority
Dr. Serkin story
NVC is typically involuntary – harder to control
NVC sets the stage for the subsequent words
Think about how much information you gather about a person without even speaking to them
Not to say you have to be a stereotypical 1950’s psychiatrist – overly even-toned
Can still show emotion, and you should
Convey that you empathize with the participant
Don’t have to be their friend, but still a confidant
Everyday conversations = listen to respond and interject
Tell me how you feel about that; tell me more about that; what is your reaction to this
Have participants answer their own questions before answering them
Just to confirm, you feel X because of Y, is that correct? Is there another way to put it?
Awkward silences are okay – participant may feel compelled to fill it with words
Use a mantra to shut yourself up
Give it another beat after they finish talking; don’t just move onto the next question
Be a gracious host
This is also useful outside of the lab setting
Can be used for difficult conversations
We talk all day long without thinking of how we are delivering our words
We let our emotions guide our voice – for better or for worse
Calm contentious situations with a calm voice
Calm yourself down for an important interview or meeting an important person
Pilot voice example from Jennifer Keene Moore’s talk
There’s a little turbulance, everything will be okay; but thinking something different
Especially in our culture, we just speak without thinking about HOW we say things
Warming up:
Stand up, shoulders back, and hands on your stomach. Let your stomach muscles relax.
Breathe in through your nose and fill up your abdomen first (you should feel and see it expand), then your ribs, and all the way up to your chin.
Hold this breath and count to 10.
Now exhale slowly through your mouth
We hold tension in our face and jaw, which can impede easy talking
Loosen up your jaw, mouth, & tongue