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UXPA 2016 - Kelly Goto's Opening Keynote

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The Opening Keynote to UXPA 2016

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UXPA 2016 - Kelly Goto's Opening Keynote

  1. 1. BEYOND USABILITY: ADAPTIVE AND ASSISTIVE TECHNOLOGY Kelly Goto @go2girl
  2. 2. Image Source: Wikimedia | Gary Karp In Universal Design, there’s something called the curb cut effect. Basically, things intended to benefit people with disabilities wind up benefiting everyone.
  3. 3. Image Source: Wikimedia | Gary Karp Universal Design is the concept of designing all products and the built environment to be aesthetic and usable to the greatest extent possible by everyone, regardless of their age, ability, or status in life.
  4. 4. By 2050, 21% of the global population will be 65 or older. 
 By 2100, the number of people aged 60 and over will reach 3.2 billion. Today, nearly 15% of the population would benefit from Assistive Technologies, Global Agewatch Index 2015
  5. 5. "People with disabilities make up 15 percent of the world 's population and some of the assistive technology marketed to people with disabilities can also be sold to the other 85 percent of the population that is "situationally disabled" by their environmental conditions, at work and at play,” Andrew Johnson, Managing Vice President at Gartner.
  6. 6. Products that support monitoring and maintaining the functional status of older adults in their home environments. SMART
 HOME Products that support monitoring and management of an older adult’s physiological status and mental health of maintaining wellness and managing the chronic conditions. QUANTIFIED SELF Technologies and products that support both informal and formal caregivers in providing timely and effective care and support to older adults and persons with disabilities in their homes. CAREGIVING Technologies that enable older adults to stay socially connected to their families, friends, and local communities. COMMUNITY CONNECTED AGING FRAMEWORK Content Adapted from Connected Aging Framework, 2014
  7. 7. We have the ability to create experiences that are situationally appropriate and environmentally aware. It’s a new era of adaptive experiences. Kelly Goto — gotoresearch
  8. 8. TECH DISCONNECT
  9. 9. Mission District, San Francisco
  10. 10. Mission District, San Francisco
  11. 11. Governance 
 Crisis Point COMPLEXITY Quantity & complexity of information Ability to deal with quantity & complexity 
 of information COMPLEXITY vs. COPING TIME Zap Think LLC
  12. 12. Every aspect of the experience including competition for time and attention is in flux. 
 
 Deeper insights using mixed research methods are needed to establish an meaningful strategy in today’s product development. CULTURAL FLUX
  13. 13. Washington Post
  14. 14. Washington Post | Huffington Post
  15. 15. Washington Post | Huffington Post
  16. 16. MEANING Courtesy of Bespoke Innovations
  17. 17. “Much of consumer behavior involves everyday routines and practices that consumers do not actively think about.”
 Interpretive Marketing Research: Using Ethnography In Strategic Market Development Johanna Moisander The Intentional Mind
  18. 18. “And when asked, they do not necessarily come to talk about — or do not even do not actively think about.— these routines or patterns.”
 Interpretive Marketing Research: Using Ethnography In Strategic Market Development Johanna Moisander The Intentional Mind
  19. 19. SENSORY ENGINEERING
  20. 20. 感性工学 emotionalusability KANSEI SENSORY ENGINEERING
  21. 21. Evolution of 'sensory engineering' 1970’s 1980’s 1990’s 2000’s 2010’s [1960‘s] QFD Quality Function Deployment seeks out ‘fuzzy’ needs and uncovers ‘wow’factor [1970‘s] Kansei Engineering can "measure" the feelings and adapt to product development. [1980‘s] Kano Method looks at Normal / Expected / Exciting requirements [1990‘s] Kansei introduced into the US [1998] Affective Computing / HCI / AI (Picard) [2007] “Age of the iPhone” [2016] Convergence [2007] “Age of the iPhone” [2004] Emotional Design User Experience (Norman]
  22. 22. from: Engineering Emotional Values in Product Design by Simon Schütte Kansei Emotions Words Behavior and Attitudes KANSEI EXPERIENCE
  23. 23. from: Engineering Emotional Values in Product Design by Simon Schütte SENSORY INPUT Mapping Building Trigger Kansei Affection Feeling Emotion Chisei Logics Recognition Understanding EMOTIONAL LOGICAL KANSEI EXPERIENCE
  24. 24. kansei words
  25. 25. HUMAN RECONNECT
  26. 26. FOCUS GROUPS ETHNOGRAPHY 1:1 INTERVIEWS ONLINE SURVEYS BIG DATA why they do it what people do unaware|implicit|EMOTIONAL a w a r e | e x p l i c i t | LOGICAL FIELD STUDIES
  27. 27. FOCUS GROUPS FIELD STUDIES 1:1 INTERVIEWS ONLINE SURVEYS BIG DATA behavioral|attitude e v a l u a t i v e ETHNOGRAPHY reporting|assumptions g e n e r a t i v e data /logic stories/emotion
  28. 28. UNMODERATED TESTING SURVEYS / MICRO SURVEYS SENTIMENT ANALYSIS LOG DATA ANALYTICS QUANTITATIVE “WHAT” QUALITATIVE “WHY” IN-DEPTH INTERVIEWS OBSERVATIONAL TESTING DIARY STUDIES HOME INTERVIEWS FOLLOW ALONGS +
  29. 29. VIA MEANING ASPIRATION CONNECTION IDENTITY TRUST EASE-OF-USE
  30. 30. MEETS MY NEEDS IT WORKS EMOTIONAL LOGICAL I LOVE IT AWARE (explicit) UNAWARE (implicit)
  31. 31. MEETS MY NEEDS st easy to use simple efficient personalized sharing intuitive comfortable familiar customizable inspiring meaningful portable cool connected reliable I LOVE IT IT WORKS EMOTIONAL LOGICAL AWARE (explicit) UNAWARE (implicit)
  32. 32. ASPIRATION CONNECTION IDENTITY TRUST st EASE-OF-USE EMOTIONAL LOGICAL AWARE (explicit) UNAWARE (implicit)
  33. 33. INPUT EXPERIENCE OUTPUT Psychological Sensory Memory Contextual Aspiration Connection Identity Trust Ease-of-use
  34. 34. INPUT EXPERIENCE OUTPUT = Nostalgia Psychological Sensory Memory Contextual Aspiration Connection Identity Trust Ease-of-use
  35. 35. EMOTIONAL OUTPUT
  36. 36. EMOTIONAL OUTPUT
  37. 37. INSIGHT STUDIES
  38. 38. Each Insight Study contains focused cycles (1-3 weeks each) built around specific research goals. These cycles are punctuated with Insight Reviews that share rich findings. This process allows product teams to understand what people really think, feel and need. These insights translate into improved experiences and a stronger product vision. INSIGHT STUDIES
  39. 39. INSIGHT STUDIES In-Depth Contextual or Remote Interviews are conducted at the start and finish of the study. Weekly Remote Interviews follow up on self-reporting. Ongoing Diary Studies gather self-reported activities and moderated prompts. [D-Scout]
  40. 40. An ongoing panel can be created to track more than on boarding and customer service on a quant level. Cohorts can be created based on release and timing of beta and public launches. INSIGHT STUDIES
  41. 41. = Erica, 33, and her dog Champ “It’s 10:53pm, and I’m only at 7388 steps….we’re about to go take the dog for a walk. Got to make sure we get to our 10,000 steps before the end of the night.”
  42. 42. ANALYSIS | SYNTHESIS
  43. 43. Although often combined, analysis and synthesis are opposites. Synthesis can occur without analysis but analysis cannot happen without the synthesis. Analysis (deconstruct / break down) Synthesis (reconstruct / 
 put back together) ANALYSIS vs. SYNTHESIS Analysis vs Synthesis
  44. 44. DATA ANALYSIS Open Coding: form initial categories of information about the phenomenon being studied from the data gathered. This is “the process of breaking down, examining, comparing, conceptualizing, and categorizing data” Coding procedures in Grounded Theory Strauss and Corbin (1990)
  45. 45. DATA ANALYSIS
  46. 46. Compare attitudes, beliefs and behaviors between participants to build a spectrum (spectra) we use to develop behavioral personas and groupings of themes and attitudes. These lead to Mental Model and Journey Maps outlining pain points, needs and opportunities. CONSTANT COMPARISON Constant Comparison Methodology
  47. 47. RAPID UX RESEARCH
  48. 48. Hypothesis • Create Research Question • Create Semi-Structured Discussion Guide Plan Cycle 1 Targeted Recruiting (N=12) Determine Key Characteristics Recruiting Remote Interviews • Create Research Question • Create Semi-Structured Discussion Guide Inquiry week 1 week 2 week 3 week 4 week 5 week 6 week 8 Output Deliverables • Affinity Diagram • Whiteboard Sessions • Create Actionable Output Plan Cycle 2 Work Session • Determine Next Steps • Pivot or Dive Deeper RAPID UX RESEARCH Rapid Analysis Open Coding • Deconstruct / Analysis • Interpretation • Reconstruct / Synthesis
  49. 49. http://www.socialresearchmethods.net/kb/qualapp.php RAPID UX RESEARCH https://en.wikipedia.org/wiki/Qualitative_research Grounded Theory was developed at a time when qualitative research was seen as unscientific or non-systematic Rapid Analysis Coding Data • Deconstruct / Analysis • Interpretation • Reconstruct / Synthesis Inquiry Output Foundation in Grounded Theory
  50. 50. Saturation is reached when the researcher gathers data to the point of diminishing returns, when no new insights are added. SMALL SAMPLE SIZES Why N=12 Per Study? Sample 1 NUMBER OF INTERVIEWS Sample 2 New Codes Code Modifications Thematic Prevalence Poly. (New Codes) NUMBEROFCODES 0 10 20 30 40 50 60 70 80 90 1-6 7-12 13-18 19-24 25-30 31-36 37-42 43-48 49-54 55-60 Journal of Computer Information Systems (Marshall, Cardon, Poddar, Fontenot) CRONBACH’SALPHAFORTHEMATICPREVALENCE 1 0.9 0.8 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 0.7 0.79 0.85 0.88 0.88 0.89 0.9 0.91 0.93
  51. 51. SENSE & SENSIBILITY
  52. 52. DISCONNECT
  53. 53. eld/Edible Growth ProjectChloé Rutzerfeld Edible Growth Project BE HEALTHY
  54. 54. PLAN
  55. 55. Image: engaget.com » HTC Rift CONNECT
  56. 56. (c) mark hollenstein THE BIG LEAP KELLY GOTO principal + CEO kelly@gotoresearch.com 415.839.5544 m @ go2girl gotoresearch.com KELLY GOTO principal + CEO kelly@gotoresearch.com 415.839.5544 m @ go2girl gotoresearch.com
  57. 57. Remember: People don’t advance as quickly as technology. BEYOND USABLE
  58. 58. June 1, 2016 The Internet and Web have been downgraded to "internet" and "web" as of today. “The argument for lowercasing Internet is that is has become wholly generic, like electricity and the telephone.” - Tom Kent, AP Standards Editor
  59. 59. The space between things. 
 Paying attention to the gap.YOYU
  60. 60. “Today’s young people will be part of the largest group of older people in history. No future development goals can be legitimate or sustainable unless they include people of all ages and leave no one behind.” - Archbishop Desmond Tutu The space between things. 
 Paying attention to the gap.YOU
  61. 61. kelly@gotoresearch.com @go2girl @gotoresearch

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