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Sara Summers - Invisible Me: Emotional Intelligence & Observational Research

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Sara illustrates the importance of emotional intelligence to conducting good user research. She shares how to be mindful of your emotional state in a user interview and presents examples and techniques for deepening self-awareness, regulation, and empathy so that you can better read your participants.

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Sara Summers - Invisible Me: Emotional Intelligence & Observational Research

  1. 1. Sara SummersTuesday, June 28, 2011
  2. 2. Invisible Me Emotional Intelligence & User Research Sara Summers :: 2011Tuesday, June 28, 2011
  3. 3. Sara Summers User Experience EvangelistTuesday, June 28, 2011
  4. 4. Data. We collect, analyze, massage it and…Tuesday, June 28, 2011
  5. 5. Data. We collect, analyze, massage it and… get our dirty little hands all over it.Tuesday, June 28, 2011
  6. 6. It’s wo :D rse Data. . We collect, analyze, massage it and… get our dirty little hands all over it.Tuesday, June 28, 2011
  7. 7. It’s not me, it’s you.Tuesday, June 28, 2011
  8. 8. We influence subjects’ comfort, mood and motivation (our results) with our bedside manner.Tuesday, June 28, 2011
  9. 9. You’re in work mode.Tuesday, June 28, 2011
  10. 10. Back Story…Tuesday, June 28, 2011
  11. 11. Tuesday, June 28, 2011
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  13. 13. Creative StaycationTuesday, June 28, 2011
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  19. 19. Turn off work mode, to achieve better outcomes at your job.Tuesday, June 28, 2011
  20. 20. In the quest for accuracy, we need to take cues from a profession that demands it: Homicide Detectives.Tuesday, June 28, 2011
  21. 21. Researchers & detectives have one big thing in common,Tuesday, June 28, 2011
  22. 22. Detectives must get accurate data, so we need to becomeTuesday, June 28, 2011
  23. 23. Rad way to learn detective skillz. Dallas Team Ken Penrod Rick Duggan Scott SayersTuesday, June 28, 2011
  24. 24. Vid Clip!Tuesday, June 28, 2011
  25. 25. Best detective quality?Tuesday, June 28, 2011
  26. 26. The detective’s first objective is rapport.Tuesday, June 28, 2011
  27. 27. The detective’s first objective is rapport.Tuesday, June 28, 2011
  28. 28. Detective’s Toolbox - Handshake - Pat on the arm - Touch is a powerful toolTuesday, June 28, 2011
  29. 29. Behavior and Emotion BasicsTuesday, June 28, 2011
  30. 30. Americans mask negative emotions with a smile…and the Japanese do it even more than we do.Tuesday, June 28, 2011
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  34. 34. Lips can’t lie - They convey a myriad of emotions but areTuesday, June 28, 2011
  35. 35. Rapport Building Basics - Shut the hell up (Dear, Watson) - Positioning Women prefer face to face, men like angled - Pen to paper If words fail, sketch it out, encourage it - Reverse chrono For recollection, try starting last to firstTuesday, June 28, 2011
  36. 36. October ‘08 to July ‘10Tuesday, June 28, 2011
  37. 37. We are what we do.Tuesday, June 28, 2011
  38. 38. When we toggle client relationships, tenuous work constraints, we often shut off compassion.Tuesday, June 28, 2011
  39. 39. Doctors have no reaction to poking, prodding patients (they’re helping). People can regulate empathy.* *NeuroImage Journal, January 2010, Physicians down-regulate their pain empathy response: An event-related brain potential study, by: Jean Decety a, Chia-Yan Yang b, Yawei ChengTuesday, June 28, 2011
  40. 40. What ‘soft skills’ do you bring to the table?Tuesday, June 28, 2011
  41. 41. Emotional Intelligence.Tuesday, June 28, 2011
  42. 42. Maureen O’Sullivan founding researcher inTuesday, June 28, 2011
  43. 43. Emotional Intelligence: Self-awareness, Self-regulation, Empathy, Social SkillsTuesday, June 28, 2011
  44. 44. Emotional Intelligence: Essential ingredient for leaders.Tuesday, June 28, 2011
  45. 45. How about UX and Research?Tuesday, June 28, 2011
  46. 46. Self-awareness, Self-regulation, Empathy, …MUST for creating great products.Tuesday, June 28, 2011
  47. 47. Self-awareness: Understanding of one’s emotions, values, strengths and weaknesses. Honest with self and others. Social skills: Friendliness with purpose. Facilitating agreement, enthusiasm, support and passion for collaboration. Empathy: Thoughtful consideration of the feelings of others; sense, understand and acknowledge viewpoints.Tuesday, June 28, 2011
  48. 48. Test yourself.Tuesday, June 28, 2011
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  53. 53. Self-awareness: - Pay attention to your triggers - Lean into discomfort Social skills: - Study body language - Meet/acquaint yourself with new people Empathy: - Respect, acknowledge emotions - Observe people with good listening skillsTuesday, June 28, 2011
  54. 54. Stay conscious of what you bring into social dynamics.Tuesday, June 28, 2011
  55. 55. Questions?Tuesday, June 28, 2011

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