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Building Trust During Research

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As designers and researchers, we always say users' needs come first, so without our users' input, we can't really justify our design decisions for our product ideas. In order to get the most genuine and honest response and information from our users during research, we always want to try building a trusted relationship with them, especially during the beginning stage of a project. In this presentation, we have consolidated a few "secrets" that we have established through two case studies that we have worked on that have helped us build trust with our stakeholders.

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Building Trust During Research

  1. 1. D A N I E L L E C H E N | R H I A N N A L A C H A N C E Building Trust During ResearchBuilding Trust During Research
  2. 2. An Overview 1. Introduction 2. Why is building trust with stakeholders important? 3. How do you build trust with your stakeholders? a. What happens when it goes wrong? b. How we resolved the conflicts c. How can you apply these tips to your project? 4. Q&A
  3. 3. An Introduction + + R H I A N N A = + + + M E C H A N I C A L E N G I N E E R I N G A R C H I T E C T U R A L D E S I G N C O N N E C T E D O B J E C T S C A N D L E S !M E (WITH 3D PRINTER AS PER USUAL)
  4. 4. An Introduction + D A N I E L L E = + + + S M A R T O B J E C T S U I / U X D E S I G N P R O D U C T D E S I G N P L A N T S !M E
  5. 5. I P D D E S I G N E N G I N E E R I N G B U S I N E S S + An Introduction = + W E
  6. 6. Clarification on stakeholders When we say We mean “stakeholder” end user expert client
  7. 7. Project Overview - Recess Reimagination: making the playground a place for kids to celebrate their aspirations Pictures from Recess project 1st & 2nd graders stakeholders parents principal recess aides
  8. 8. Project Overview - C World: Helping families with cancer better cope with difficult conversations during diagnosis. kids (10-14) stakeholders parent(s) with cancer child psychology experts cancer experts
  9. 9. Building Trust : why is it important?
  10. 10. Building Trust : different levels of trust = different levels of commitment inner trust: think bff outer trust: think Lyft driver midline trust: think doc/professor
  11. 11. Secret 1: Show your identitySecret 1: Show your identity
  12. 12. “What do you think you are you doing in our playground?” Show your identity : introduce yourself & project + show your ID
  13. 13. Show your identity : introduce yourself & project + show your ID The Conflict People are protective of their “territory”. Our Solution Explain who you are and what you’re working on, show them your ID. However, be mindful of how much you’re revealing about yourself.
  14. 14. Secret 2: Certified BackgroundSecret 2: Certified Background
  15. 15. “Sorry but you can’t participate in our event without having your background checks complete.” Certified background : justify your qualifications
  16. 16. Certified background : justify your qualifications The Conflict There are formalities that need to be realized in order to earn trust among organizations. Our Solution Obtain appropriate training and certificates to justify our background.
  17. 17. Secret 3: Show your passionSecret 3: Show your passion
  18. 18. “So this a school project… What are you planning on doing with it after this semester is done?” Show your passion : it’s more than just a school project!
  19. 19. Show your passion : it’s more than just a school project! The Conflict People don’t always want to invest their time on a school project. Our Solution Show you’re caring, and your commitment that it has an impact beyond the classroom.
  20. 20. Tip 4: Find a trusted personTip 4: Find a trusted person
  21. 21. “Hi! We’d love to follow up on...” “Hello! We’d love to follow up on...” “Hello again! We’d love to follow up on...” Attempt 3 :( Attempt 4 + Sarah :) 1st response finally! XD Find a trusted person : find someone with authority and refer to them
  22. 22. Find a trusted person : find someone with authority and refer to them The Conflict People tend to devote less attention to others with less authoritative titles. Our Solution Present a trusted person or show mutual connections during conversations to increase the chance of response.
  23. 23. Secret 5: Build RapportSecret 5: Build Rapport
  24. 24. “Hey! How’s it going? I’m just here to check out the performance the kids are giving.” Build rapport : let’s get to know each other first!
  25. 25. Build rapport : let’s get to know each other first! The Conflict People don’t feel comfortable disclosing their personal information to strangers, especially if the topic is really sensitive. Our Solution Start off by showing your face and building rapport, and then introduce your project.
  26. 26. Secret 6: Set expectationsSecret 6: Set expectations
  27. 27. “How will this conversation impact this project?” Setting expectations : clarify the intention of conducting user research
  28. 28. Setting expectations : clarify the intention of conducting user research The Conflict People would like to know how their input is going to help your project, and sometimes it’s not that obvious. Our Solution Assure our research participants that all of their information will help us move forward on our project.
  29. 29. Secret 7: Create IncentivesSecret 7: Create incentives
  30. 30. “So… who wants some pizza and play some games?” Creating incentives : make research session more engaging
  31. 31. Creating incentives : make research session more engaging The Conflict We don’t have money to pay our research participants. :( Our Solution But we can try making our interview session more engaging! (activities + food + prototype testing)

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