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Eight Schools Association: Understanding Users

Elliot discusses brightspot’s approach understanding users and their needs – from methods to tools to case studies. This includes the methodology of both asking questions and uncovering insights through observations, working with lead users to forecast the future, and using a participatory process so that users take ownership of and buy-in to findings and solutions. He reviews a range of tools used, including qualitative tools like interviews, workshops, safaris, and observations as well as quantitative tools like surveys, data mining, and benchmarking. He presents examples of how these research activities are used to generate insights and potential solutions.

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Eight Schools Association: Understanding Users

  1. 1. 1brightspot strategy Eight Schools Association©2016. All Rights Reserved. Understanding Users How to gather needs, synthesize insights, and co-create solutions Elliot Felix Founder, brightspot strategy
  2. 2. 2brightspot strategy Eight Schools Association©2016. All Rights Reserved. hello!
  3. 3. 3brightspot strategy Eight Schools Association©2016. All Rights Reserved. about brightspot experienceWe guide organizations to their future.
  4. 4. 4brightspot strategy Eight Schools Association©2016. All Rights Reserved. about brightspot
  5. 5. 5brightspot strategy Eight Schools Association©2016. All Rights Reserved. today’s agenda: Need finding Creating with users Guiding Principles Practice Activity and Q&A Introduction Sense making
  6. 6. 6brightspot strategy Eight Schools Association©2016. All Rights Reserved. Principles
  7. 7. 7brightspot strategy Eight Schools Association©2016. All Rights Reserved. What principles should guide the design of a user research project?
  8. 8. 8brightspot strategy Eight Schools Association©2016. All Rights Reserved. guiding principles 1.  Integrate spaces, services and staffing 2.  Combine internal and external perspectives 3.  Ask (directly) and uncover (indirectly) 4.  Mix quantitative and qualitative 5.  Participate to co-create
  9. 9. 9brightspot strategy Eight Schools Association©2016. All Rights Reserved. reference: Learning Space Toolkit design as delivery Process Needs Assessment Space Types Services Technology Integration More info: www.learningspacetoolkit.org brightspot partnered with NC State and AECOM to developed the Learning Space Toolkit to help institutions and designers create and sustain exemplary, technology-rich informal learning spaces.
  10. 10. 10brightspot strategy Eight Schools Association©2016. All Rights Reserved. Needfinding
  11. 11. 11brightspot strategy Eight Schools Association©2016. All Rights Reserved. How can you gather information about expressed and unexpressed needs?
  12. 12. 12brightspot strategy Eight Schools Association©2016. All Rights Reserved. workshops Workshops enable you to engage selected participants in depth through activities and discussions. reference: http://learningspacetoolkit.org/needs-assessment/data-gathering-tools-2/focus-groups/ Problem Tree Analysis [Cause – Problem – Effects] https://www.odi.org/publications/5258- problem-tree-analysis
  13. 13. 13brightspot strategy Eight Schools Association©2016. All Rights Reserved. interviews Interviews enable you to engage selected participants in the most depth. There are different types: •  Intercept •  Contextual •  Conversational reference: http://learningspacetoolkit.org/needs-assessment/data-gathering-tools-2/interviews/ “Peers know the ins and outs of the university. For example, a fellow PP major told me to declare PPL before Philosophy because it would look better on my transcript. A professor would never tell you that.” “Students wish advising were more intensive earlier on in their college careers. That the relationship was deeper or at least more than just getting a schedule signed.” “One of the things I’m most thankful for is when my Dean told me to be cautious about jumping into the education school because she didn’t think it would be a good fit for me. She recognized that I didn’t really know what I was getting in to and encouraged me to take some classes just to test the waters. She was right: it was not what I wanted to do.” Public Research University
  14. 14. 14brightspot strategy Eight Schools Association©2016. All Rights Reserved. surveys Surveys enable you to get broad feedback about the current state and potential future needs with a larger number of participants. reference: http://learningspacetoolkit.org/needs-assessment/data-gathering-tools-2/surveys/
  15. 15. 15brightspot strategy Eight Schools Association©2016. All Rights Reserved. shadowing Shadowing users enables you to observe them in action and in-context. You can also ask follow-up questions about what you observed. reference: http://learningspacetoolkit.org/needs-assessment/data-gathering-tools-2/observation/
  16. 16. 16brightspot strategy Eight Schools Association©2016. All Rights Reserved. photo journaling Photo journals enable you to see the world through your users’ eyes (and to focus their view with specific prompts like questions or missions). reference: http://learningspacetoolkit.org/needs-assessment/data-gathering-tools-2/photo-interviews/
  17. 17. 17brightspot strategy Eight Schools Association©2016. All Rights Reserved. Discussion
  18. 18. 18brightspot strategy Eight Schools Association©2016. All Rights Reserved. Sensemaking
  19. 19. 19brightspot strategy Eight Schools Association©2016. All Rights Reserved. How can you synthesize what you’ve gathered and turn it into actionable insights?
  20. 20. 20brightspot strategy Eight Schools Association©2016. All Rights Reserved. affinity mapping Synthesizing findings with users enables you to validate in real-time as you make sense of the information collected. reference: http://gamestorming.com/core-games/affinity-map/
  21. 21. 21brightspot strategy Eight Schools Association©2016. All Rights Reserved. prioritizing Prioritizing with users enables you to gain a more nuanced understanding of what matters and why – and then focus on what counts. reference: http://www.innovationgames.com/impact-effort-matrix/
  22. 22. 22brightspot strategy Eight Schools Association©2016. All Rights Reserved. storyboard Storyboards describe a current or future situation, including the people, places, activities, and tools. They can be created by, with, or for users. related reference: http://learningspacetoolkit.org/needs-assessment/working-with-data/use-case-tool/
  23. 23. 23brightspot strategy Eight Schools Association©2016. All Rights Reserved. Discussion
  24. 24. 24brightspot strategy Eight Schools Association©2016. All Rights Reserved. Co-creating
  25. 25. 25brightspot strategy Eight Schools Association©2016. All Rights Reserved. How can you understand needs by co-creating solutions?
  26. 26. 26brightspot strategy Eight Schools Association©2016. All Rights Reserved. prototyping Prototyping enables co- creating future concepts with users and validating them through walk- throughs, role play, and use in real-time. reference: http://www.usability.gov/how-to-and-tools/methods/prototyping.html
  27. 27. 27brightspot strategy Eight Schools Association©2016. All Rights Reserved. personas Personas are data-driven portraits of hypothetical users that describe their motivations, behaviors, and expectations. reference: http://learningspacetoolkit.org/services-and-support/personas-overview/
  28. 28. 28brightspot strategy Eight Schools Association©2016. All Rights Reserved. journey map Journey maps evaluate current experiences or envision future ones, across the 5Es: entice, enter, engage, exit, and extend. reference: http://learningspacetoolkit.org/services-and-support/journey-map-overview/
  29. 29. 29brightspot strategy Eight Schools Association©2016. All Rights Reserved. Activity: Journey Map Test Drive
  30. 30. 30brightspot strategy Eight Schools Association©2016. All Rights Reserved. scenarios Complete a journey map for one of the following (or create your own): 1.  Student creating project video on voting rights 2.  Student conducting research for group project on water quality 3.  Faculty putting course content online (blog, LMS, other other platform) 4.  Faculty multi-site videoconference with research team
  31. 31. 31brightspot strategy Eight Schools Association©2016. All Rights Reserved. questions?
  32. 32. 32brightspot strategy Eight Schools Association©2016. All Rights Reserved. thank you! elliot@brightspotstrategy.com @elliotfelix www.brightspotstrategy.com @brightspotter

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