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Delivering Results: How Do You Report User Research Findings?

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New Hampshire Usability Professional’s Association   www.nhupa.org




January 2012 Meeting




Delivering Results: How Do...

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New Hampshire Usability Professional’s Association   www.nhupa.org



Introduction
About NH UPA
We want to make New Hampsh...

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New Hampshire Usability Professional’s Association    www.nhupa.org



Upcoming NH UPA Meetings

Tentative Date: Wednesday...

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Delivering Results: How Do You Report User Research Findings?

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The long, textual written report is dead, isn’t it? So how do you deliver your findings to your clients? Is it PowerPoint? An e-mail? A spreadsheet? Post-it notes? And what do you include? Positive findings? Screenshots with callouts? Just issues? Or recommendations as well? Are they prioritized?

If you ask our panelists, some of us have developed templates that we use and modify for each research activity, and others change the deliverable based on the activity and client.

Jen McGinn, Principal Usability Engineer, Oracle

Eva Kaniasty, Founding Principal, RedPill UX

Dharmesh Mistry, Usability Specialist, Acquia

Kyle Soucy, Founding Principal, Usable Interface

Carolyn Snyder, Founding Principal, Snyder Consulting

The long, textual written report is dead, isn’t it? So how do you deliver your findings to your clients? Is it PowerPoint? An e-mail? A spreadsheet? Post-it notes? And what do you include? Positive findings? Screenshots with callouts? Just issues? Or recommendations as well? Are they prioritized?

If you ask our panelists, some of us have developed templates that we use and modify for each research activity, and others change the deliverable based on the activity and client.

Jen McGinn, Principal Usability Engineer, Oracle

Eva Kaniasty, Founding Principal, RedPill UX

Dharmesh Mistry, Usability Specialist, Acquia

Kyle Soucy, Founding Principal, Usable Interface

Carolyn Snyder, Founding Principal, Snyder Consulting

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Delivering Results: How Do You Report User Research Findings?

  1. 1. New Hampshire Usability Professional’s Association www.nhupa.org January 2012 Meeting Delivering Results: How Do You Report User Research Findings? Jen McGinn Eva Kaniasty Dharmesh Mistry Kyle Soucy Carolyn Snyder
  2. 2. New Hampshire Usability Professional’s Association www.nhupa.org Introduction About NH UPA We want to make New Hampshire a good place for user experience professionals to work and live Join Us: www.nhupa.org or @nhupa or NH UPA on Facebook Help Us: Volunteer or give us suggestions Announcements • NH UPA Board of Directors: Debra Arneson, Megan Fields, Rick La Vache, Bob Thomas • Thanks to Mad*Pow • Jobs
  3. 3. New Hampshire Usability Professional’s Association www.nhupa.org Upcoming NH UPA Meetings Tentative Date: Wednesday, February 15 Tom Clancy, “Using Development Frameworks to Rapidly Prototype Applications” • Have an idea for an upcoming meeting? • Want to practice an upcoming presentation or panel you’re giving? • Want to give a 10-minute talk? Contact Us: robertl.thomas@libertymutual.com or debra.arneson@tds.net
  4. 4. New Hampshire Usability Professional’s Association Delivering Results: How Do You Report User Research Findings? The long, textual written report is dead, isn’t it? So how do you deliver your findings to your clients? Is it PowerPoint? An e-mail? A spreadsheet? Post-it notes? And what do you include? Positive findings? Screenshots with callouts? Just issues? Or recommendations as well? Are they prioritized?
  5. 5. New Hampshire Usability Professional’s Association Panelists If you ask our panelists, some of us have developed templates that we use and modify for each research activity, and others change the deliverable based on the activity and client. Each panelist will spend 5 minutes showing you their typical deliverables, and then we’ll open the floor for audience Q&A. •Jen McGinn, Principal Usability Engineer, Oracle •Eva Kaniasty, Founding Principal, RedPill UX •Dharmesh Mistry, Usability Specialist, Acquia •Kyle Soucy, Founding Principal, Usable Interface •Carolyn Snyder, Founding Principal, Snyder Consulting
  6. 6. New Hampshire Usability Professional’s Association Jen McGinn Principal Usability Engineer, Oracle
  7. 7. New Hampshire Usability Professional’s Association Overview • I present my research results via slides in 60-minute meeting (generally remote, via web conference) • I’m going to spend 3-5 minutes walking you through the structure of one of my PowerPoint presentations • Then I’ll summarize the take-aways 
  8. 8. New Hampshire Usability Professional’s Association [Product ][Method] My name, title, and date 2/6/2012
  9. 9. New Hampshire Usability Professional’s Association Executive Summary • In [When?], the [what product?] was tested by [number and type of participants] in [method type] to evaluate the ease of use of several features including [features or use cases]. • High level findings included [usually a total of 3 to 4 bullets]: • [ 1 - 2 biggest positive findings] • [ 1 - 2 biggest positive findings] • [ 2 or 3 biggest usability issues] • [ 2 or 3 biggest usability issues] • This presentation covers all of the findings and subsequent recommendations. 2/6/2012
  10. 10. New Hampshire Usability Professional’s Association Agenda • Goals • Tasks • Participants • Findings • Recommendations • Next Steps 2/6/2012
  11. 11. New Hampshire Usability Professional’s Association Goals Evaluate the usability of the following features of the U-Haul.com website: – Are users confused about how to price a rental? A storage unit? – How do users react to the insurance options? Do they understand the coverage? – How do users feel about the presentation of items for purchase or for rent? – How effective is the shopping cart content? Are users confused by when they need to pay for items? – Do users value the star ratings? U-Haul brand? – How do users feel about the targeted FAQ and search result pages? – Does our online documentation help prevent calls to the service center? Can they determine how to reach out to the U-Haul vendor nearest them? 2/6/2012
  12. 12. New Hampshire Usability Professional’s Association Tasks 1. Get the price of a 1-way move across country 2. Find a specific piece of information in the FAQ 3. Determine the size and cost of a storage unit needed to hold specific items 4. Find the phone number of a U-Haul location 5. Book the truck (and insurance), adding rental items and purchased items 6. Determine insurance coverage 7. Find the U-Haul location nearest you 2/6/2012
  13. 13. New Hampshire Usability Professional’s Association Participants Participant Gender Age Occupation Web- ID savvy U1 Male 24 Missionary Average U2 Male 52 Small business manager Average U3 Female 62 62 Retired. Formerly Average television news producer, then licensed paralegal. U4 Female 36 Housewife Average U5 Male 31 Sales and marketing Average 2/6/2012
  14. 14. New Hampshire Usability Professional’s Association Findings 2/6/2012
  15. 15. New Hampshire Usability Professional’s Association Choosing a Truck 2 participants had this issue and did „x‟ to work around it Another issue One participant suggested this fix Jen McGinn 5/25/2011
  16. 16. New Hampshire Usability Professional’s Association Goals and Questions Re-visited • [All the same as before] Are users confused about how to price a rental? A storage unit? • How do users react to the insurance options? Do they understand the coverage? • How do users feel about the presentation of items for purchase or for rent? • How effective is the shopping cart content? Are users confused by when they need to pay for items? • Do users value the star ratings? U-Haul brand? • How do users feel about the targeted FAQ and search result pages? • Does our online documentation help prevent calls to the service center? Can they determine how to reach out to the U-Haul vendor nearest them? 2/6/2012
  17. 17. New Hampshire Usability Professional’s Association Positive Findings [these always come first] • All participants easily found the links to the FAQs and had no trouble finding the answer to the license question under FAQs • All participants made use of the maps when comparing options. • All participants did scroll down to compare prices, locations and reviews • 4 participants valued the presence of the [higher] star ratings • 2 participants valued U-Haul location more than the off-brand vendors • 2 participants were pleased that the truck rental page "retained her information" -- the addresses and dates • 2 participants appreciated the visuals of the items inside the storage units and the graphic of the person shown in the small unit icon • 2 participants easily added the dolly, blankets and boxes during the truck rental task flow 2/6/2012
  18. 18. New Hampshire Usability Professional’s Association Recommendations Priority Description Recommendation Location Participants don't understand what Re-format coverage and High the purchased insurance actually exclusions into bulleted Damage coverage covers lists; Don't use legal jargon Participants have a very hard time High Provide more user Self Storage location estimating the storage unit size that assistance details page would meet their needs Put the purchased items Up-sell process for items to rent or into another page in the Additional rental items, Medium purchase is confusing flow, and make it clearer Shopping cart that users can opt out. Participants are concerned that the Add a link to display the Select your preferred Medium site is incorrectly calculating the map, so they can check it in pickup location mileage and therefore overcharging place Participants were not sure what Display the distance "from" Select your preferred location the giant thumbtack/pin was the specified location, like Low pickup location, (address or zip code) or how far the Self-storage results Location away the locations were page 2/6/2012
  19. 19. New Hampshire Usability Professional’s Association Next Steps • Work with [which stakeholders or teams] to prioritize changes • Work with [stakeholders or teams] to design alternatives • Validate that the new designs address the issues with users 2/6/2012
  20. 20. New Hampshire Usability Professional’s Association Summary • Tell them what you’re going to tell them – Executive summary – Agenda – Goals/Questions • Tell them – Tasks & participants (sometimes methodology) – Animated slides for progressive disclosure – Screen shots annotated with findings • Tell them what you told them – Review goals of the research and the questions it was intended to answer – Positive findings (go slowly here) – Prioritized opportunities for improvement
  21. 21. New Hampshire Usability Professional’s Association Eva Kaniasty Founding Principal, RedPill UX
  22. 22. New Hampshire Usability Professional’s Association Report Formats PPT: visually engaging but real-estate constrained (and will force you to be brief). Formatting can be time-consuming. MS Word/Narrative: more room for context; quick, but can appear dry and boring. 3rd Option: No report.
  23. 23. New Hampshire Usability Professional’s Association Deciding Factors • Time/Budget • (Mode of) Presentation of Results • Company Culture / Industry • Stakeholder Involvement • Deliverable Shelf Life
  24. 24. New Hampshire Usability Professional’s Association Reporting Findings (1)
  25. 25. New Hampshire Usability Professional’s Association Reporting Findings (2)
  26. 26. New Hampshire Usability Professional’s Association Dharmesh Mistry Usability Specialist, Acquia Content Management System Products built on Drupal Open Source Software Open Source/ Proprietary Community Start-up
  27. 27. New Hampshire Usability Professional’s Association Stakeholder behavior Supporting information Main Report Detailed Information Transparency http://drupal.org/node/1289476 http://drupal.org/node/1399056 http://drupal.org/node/1399258
  28. 28. New Hampshire Usability Professional’s Association Recommendations Tracking Stakeholders comments Main Report http://www.drupalusability.org/ http://drupal.org/node/1175694
  29. 29. New Hampshire Usability Professional’s Association Credibility Turn around time
  30. 30. New Hampshire Usability Professional’s Association Not Cool? Cool
  31. 31. New Hampshire Usability Professional’s Association Stakeholders Thousands of Stakeholders 3-5 Turn around time Weeks-Months Hours-day-week Tracking High, Extensive Moderate-Very High Twitter, Conferences, Front Email, Conference meetings Presenting page on Drupal.org Provide No, never! Sometimes recommendations
  32. 32. New Hampshire Usability Professional’s Association Kyle Soucy Founding Principal, Usable Interface
  33. 33. New Hampshire Usability Professional’s Association Usable Interface Formal Usability Testing/Research Report
  34. 34. New Hampshire Usability Professional’s Association Executive Summary
  35. 35. New Hampshire Usability Professional’s Association Findings: Severity Ratings
  36. 36. New Hampshire Usability Professional’s Association Findings Major Usability Problem
  37. 37. New Hampshire Usability Professional’s Association Findings: Recommendations
  38. 38. New Hampshire Usability Professional’s Association Presenting Findings… Finding: All of the participants were disoriented after clicking the “View in 3D” button on the quote. Recommendations: • The navigation tabs should not disappear in the 3D view. • If the page needs to be reloaded than the orientation should remain the same and not take the user back to the top of the screen. • If possible, the “View in 3D” button should download the ActiveX plug-in.
  39. 39. New Hampshire Usability Professional’s Association Highlight Video
  40. 40. New Hampshire Usability Professional’s Association Observer Debrief Notes
  41. 41. New Hampshire Usability Professional’s Association Carolyn Snyder Founding Principal, Snyder Consulting • There is no one “best” format • Do what works for the client, culture, circumstances • Steal good ideas, drop losers
  42. 42. New Hampshire Usability Professional’s Association Text Report: “I’m not dead yet!” Finding Severity rating Explanation of issue Supporting observations from notes Recommendations
  43. 43. New Hampshire Usability Professional’s Association PowerPoint with “report” in Notes Field
  44. 44. New Hampshire Usability Professional’s Association PowerPoint, Screen Shots with Callouts Interest in these Interest in these links Ambiguous Some people saw this as a bar graph, but others did not. One Important sentence person read only [first 4 words] buried in paragraph Why just show Most people read this text; [scenario]? Some everyone drilled into [noun] misinterpreted it as People liked “worst case scenario.” suggestions, but wanted concrete, prioritized advice. Order can imply priority. Amount isn‟t explicit. The user Can‟t explore must do the [action]. People math. knew it was important. People seemed to People understood the understand the purpose stacked bar graphs, Not clear why it showed [2 variations of graph] 44
  45. 45. New Hampshire Usability Professional’s Association Sometimes the best report is…
  46. 46. New Hampshire Usability Professional’s Association Questions 1. Do you change your delivery of usability results depending on your role as a internal/external consultant or as a company employee? 2. How important are positive vs. negative findings? 3. How have your reports changed over the years? Is there anything you do differently than when you first started writing them? 4. How do you categorize the findings in your reports? For example, do you categorize them by the page/screen, by the step in a certain process (e.g. checkout process), or by the task? 5. Lean UX is a trending topic. Have you had experience with Lean UX or Agile methods, and had to change the way you conduct research and deliver results? 6. What guidelines do you follow when writing recommendations or proposed solutions to problems? 7. Do you decide ahead of time how long a report should be and make an effort to keep it that length? If so, what dictates the length? 8. If you think a report is too long and needs to be trimmed down, how do you decide what to cut out? 9. What part of a report is the hardest for you to write?

Editor's Notes

  • Accessible, Transparent
  • No recommendations
  • Credibility and Turn around time
  • How cool is your audience?
  • Presenting at conferencesStory tracking – Drupal (D.O.), Acquia (JIRA)
  • Goal: Make the report as easy to read as possible!
  • Don’t demand changes. Use language like, “Consider changing…” or “If possible…”.
  • Some clients don’t need/want a formal report; they just need these notes.

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