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 email? 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.
Delivering Results: How Do You Report User Research Findings?
May 7, 2012Delivering Results: How Do You Report User Research Findings? Jen McGinn Eva Kaniasty Dharmesh Mistry Kyle Soucy Carolyn Snyder Steve Krug Bob Thomas
May 7, 2012Delivering Results: How Do You Report User Research Findings? The long, textual written report is dead, isn’t it? So how do you deliver yourfindings to your clients? Is it PowerPoint? An e-mail? A spreadsheet? Post-itnotes? And what do you include? Positive findings? Screenshots with callouts?Just issues? Or recommendations as well? Are they prioritized?
May 7, 2012Panelists If you ask our panelists, some of us have developed templates that we useand modify for each research activity, and others change the deliverablebased on the activity and client. Each panelist will spend 3-5 minutesshowing you their typical deliverables, and then we’ll open the floor foraudience 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 Steve Krug, Founding Principal, Advanced Common Sense
May 7, 2012Jen McGinnPrincipal Usability Engineer, Oracle
May 7, 2012Overview I’ve worked at hardware and software companies, conducting research on phones, Macs, and PCs I present my research results in one of two ways, neither of which is a long, written report in Word RITE-Krug study: bullet points at the bottom of a wiki page Traditional Study: slides in 60-minute meeting (generally remote, via web conference) I’m going to spend 10 seconds showing you a wiki page, and 2 minutes walking you through the structure of one of my PowerPoint presentations Then I’ll summarize the take-aways
May 7, 2012What I call RITE-‐Krug TesCng for Agile 3 or 4 par(cipants Prototype will likely change between par(cipants Stakeholders a9end every session and a debrief mee(ng in a single day A>er the debrief mee(ng, a list of items that the designers will change is posted on the wiki page
May 7, 2012ExecuCve 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.
May 7, 2012Agenda Goals Tasks Participants Findings Recommendations Next Steps
May 7, 2012Goals Evaluate the usability of the following features of theU-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?
May 7, 2012Tasks 1. Get the price of a 1-way move across country2. Find a specific piece of information in the FAQ3. Determine the size and cost of a storage unit needed to hold specific items4. Find the phone number of a U-Haul location5. Book the truck (and insurance), adding rental items and purchased items6. Determine insurance coverage7. Find the U-Haul location nearest you
May 7, 2012ParCcipants Participant Gender Age Occupation Web-savvy ID 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
May 7, 2012Choosing a Truck 2 par(cipants had this issue and did x to work around it Another issue One par(cipant suggested this ﬁx
May 7, 2012Goals and QuesCons Revisited [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?
May 7, 2012PosiCve Findings [these always come ﬁrst] All par(cipants easily found the links to the FAQs and had no trouble ﬁnding the answer to the license ques(on under FAQs All par(cipants made use of the maps when comparing op(ons. All par(cipants did scroll down to compare prices, loca(ons and reviews 4 par(cipants valued the presence of the [higher] star ra(ngs 2 par(cipants valued U-‐Haul loca(on more than the oﬀ-‐brand vendors 2 par(cipants were pleased that the truck rental page "retained her informa(on" -‐-‐ the addresses and dates 2 par(cipants appreciated the visuals of the items inside the storage units and the graphic of the person shown in the small unit icon 2 par(cipants easily added the dolly, blankets and boxes during the truck rental task ﬂow
May 7, 2012RecommendaCons Priority DescripCon RecommendaCon LocaCon Re-‐format coverage and Par(cipants dont understand what the High exclusions into bulleted lists; Damage coverage purchased insurance actually covers Dont use legal jargon Par(cipants have a very hard (me High Self Storage loca(on es(ma(ng the storage unit size that Provide more user assistance details page would meet their needs Put the purchased items into Up-‐sell process for items to rent or another page in the ﬂow, and Addi(onal rental items, Medium purchase is confusing make it clearer that users can Shopping cart opt out. Par(cipants are concerned that the site Add a link to display the map, Select your preferred Medium is incorrectly calcula(ng the mileage so they can check it in place pickup loca(on and therefore overcharging Par(cipants were not sure what Display the distance "from" loca(on the giant thumbtack/pin was Select your preferred Low the speciﬁed loca(on, like the (address or zip code) or how far away pickup loca(on, Loca(on Self-‐storage results page the loca(ons were
May 7, 2012Next 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
May 7, 2012Summary 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 they were intended to answer Positive findings (go slowly here) Prioritized opportunities for improvement
May 7, 2012Eva KaniastyFounding Principal, RedPill UX
May 7, 2012Report Formats PPT: visually engaging but real-estate constrained (andwill force you to be brief). Formatting can be time-consuming.MS Word/Narrative: more room for context; quick, butcan appear dry and boring.3rd Option: No report.
May 7, 2012Deciding Factors Time/Budget (Mode of) Presentation of Results Company Culture / Industry Stakeholder Involvement Deliverable Shelf Life
May 7, 2012Dharmesh MistryUsability Specialist, AcquiaContent Management System Products built on DrupalOpen Source Software Open Source/ ProprietaryCommunity Start-up
May 7, 2012Deciding Factors Stakeholders Thousands of Stakeholders (New and Existing) Development Cycle ? Turn around time Weeks-Months Credibility Mix Reputation Tracking Issues Low-Medium Presenting Twitter, Conferences, Blog post, Drupal.org Provide No, never! recommendations
May 7, 2012Drupal.org Blog Post Conferences/ Videos
May 7, 2012 Supporting Main Detailed Tracking information Report Informationhttp://drupal.org/node/1289476 http://drupal.org/node/1399056 http://drupal.org/node/1399258 http://www.drupalusability.org/
May 7, 2012Deciding Factors Stakeholders 3-5 Development Cycle Agile (3 week sprints) Turn around time Hours/ Days/ Weeks Credibility Good Tracking Issues High-Very High Presenting Conference calls Provide Sometimes recommendations
May 7, 2012Carolyn SnyderFounding Principal, Snyder Consulting• There is no one “best” format• Do what works for the client, culture, circumstances• Steal good ideas, drop losers
May 7, 2012Formal Text Report: “I’m not dead yet!” FindingSeverity ratingExplanation ofissueSupportingobservations fromnotesRecommendations
May 7, 2012PowerPoint, Screen Shots with Callouts Interest in these Interest in these links AmbiguousImportant sentenceburied in paragraph (Imagine a screen shot here) Most people read this text; everyone drilled into [noun]People wantedconcrete, prioritizedadvice. Amount isn’t explicit. The user must do the math. People understoodCan’t explore the stacked bar[action]. People graphs,knew it wasimportant. Not clear why it showed 43 People understood the 2 variations of graph purpose
May 7, 2012PowerPoint with “report” in Notes Field
May 7, 2012SomeCmes the best report is… …no report Can you do something more useful instead?
May 7, 2012Steve KrugUsability Consultant, Advanced Common Sense
May 7, 2012Expert Reviews – What I do No report, no slides. Live remote walkthrough. Gave up writing Big Honking Report years ago I hate writing I’m inherently lazy Only real purpose seemed to be to justify cost Mostly: I could get away with it (I have a book) I tell clients up front: I’ll report my observations in a GoToMeeting session Encourage them to have all interested parties attend, question, argue Option: Written report—for double the price
May 7, 2012Expert Reviews – What I do 90-120 minute session Strive for best audio (VOIP) I walk through the site/app, doing narrative of observed issues (cf. Carol Barnum’s session on storytelling) Limited to only the most serious problems (n < 10) My recommendations for fixing them Encourage them to get objections out of their system while I’m there to answer Major weakness of written report: no dialogue Record the session for their use later
May 7, 2012Expert Reviews – What I do I don’t accentuate the positive Feels artificial, patronizing to me We’re all grownups on this bus I tend to be very encouraging anyway “Getting it all right is very hard.” “Everybody has these kinds of issues.” “You can fix them.”
May 7, 2012Usability Tests– What I recommend I don’t do them anymore; I teach other people to do them
May 7, 2012Usability Tests– What I recommend Forget the report: GET THEM TO COME TO THE TESTS! Most crucial success factor Seeing is believing: watching makes converts Many other good effects flow from watching as a group Do whatever it takes to get them to come Keep it brief (3 participants) Keep it convenient (on-site) Regular schedule (“A morning a month”) THE BEST SNACKS MONEY CAN BUY!
May 7, 2012Usability Tests– What I recommend “But I can’t get them to come…” Please stop your incessant whining Try harder OK, yes, you can create a report Two-page (max) bullet list email; 30 minutes to write What we tested (site, prototype, etc.) with link to it Tasks they did Top three problems observed Solutions to these problems, which will be implemented before next month’s tests (Optional) Link to recordings
May 7, 2012Extra Credit Read Recommendations on Recommendations Rolf Molich, Kasper Hornbæk, Steve Krug, Josephine Scott and Jeff Johnson http://www.dialogdesign.dk/tekster/ Recommendations_on_Recommendations.pdf Get Jen McGinn to share her report from CUE 9 Best in show, out of 19 seasoned UX pros Try to figure out her secret sauce and imitate it
May 7, 2012Narrative on top of screenshots“N participants ________.”Participant quotesExcellent, terse writing)Key observations only
May 7, 2012QuesCons 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?