Why talk to users?
How to have effective conversations with users
Ways to incorporate user intelligence in your process for better results
Presentation to the Northern NJ Chapter of the IxDA, September 16, 2010.
Cyber Criminals are become more sophisticated with readily available hacking tools and training from internet sites at their disposal. How can IT Security Professionals level the same tools and training.
What can social software do for your business & isw ignitionAdam Brown
An ISW Presentation on the Business Value of Social Software, How to drive user adoption of IBM Connections, and the ISW Ignition for Connections program.
Cyber Criminals are become more sophisticated with readily available hacking tools and training from internet sites at their disposal. How can IT Security Professionals level the same tools and training.
What can social software do for your business & isw ignitionAdam Brown
An ISW Presentation on the Business Value of Social Software, How to drive user adoption of IBM Connections, and the ISW Ignition for Connections program.
Fjord is a Design and Innovation division of Accenture Interactive. Every year the firm publishes a document called ‘Fjord Trends’. The 2016 edition took me 2 hours to read. As I read, I culled points that caught my attention. I present them as highlights with the hope that it will encourage you to read the full report available here.
http://bit.ly/2i1QLjU
Marketing Innovation; How innovation merges with marketing. Trends which have an impact on Innovation. The process and realization of innovation is a tool for marketing agencies. Marketing Agencies can have faster innovation cycles than established fortune 500 companies.
Fallon Brainfood x Planning-ness 2010: How To Plan AppsAki Spicer
Aki Spicer, Fallon's Director of Digital Strategy will reveal some learnings and tips for account planners trying to operationalize the process of concepting, selling and building applications and digital tools.
Learn some pitfalls to avoid, shortcuts for bridging the gap between "start-up" culture and agency culture, guidance for selling apps to clients who are "bottom-line" or "ad message" minded, and shifting your teams from campaign thinking to service mentality.
http://planningness.com
September 30th – October 1st at Denver’s, Space Gallery.
Digital Experience Design + The Digital AgencyDavid Armano
A brief synopsis of the role of Digital Experience Design within an Agency setting. The teams behind it and the value it provides as we move from message to experience + community
That Thing You Forget to Do: Lessons in Product Development, Management & Mar...Bernard Leong
Everyone thinks that a start-up is just about building a product. However, it is more than just that. Product development is part of the cycle where managing the product from feedback of users and marketing the product are also tied to build up the start-up as a sustainable business. The talk is delivered on JFDI.Asia, 1 March 2012 and focused on providing incubatees the best practices in working out how to build, manage & market your product within a short time.
Take your clients into your UX team & let them designSilvia Calvet
How many times have you ever considered that the Client (or the departments of your organization) are also the USErs of the site, app or service that you are designing? How do you approximate your projects? What happens when the UX team 'disappears' at the end of the project?
Think it twice and make your clients co-work with you. They are not the enemy: help them to understand basic UX stuff, make them work for you analyzing designing and creating the deliverables. And there are other benefits: open communication results form this approximation, learning and sharing, and more win2win relationships.
In this session I’ll share how to convert demanding and grumblers clients/departments and specialists into a members of the UX design team. Let them identify necessities, define the strategy and design the solutions. You can apply this solution in internal projects or with your customers. How? Stop evangelization and get people into action creating UX deliverables with you, let them discover the power of UX tools like Personas in their own skin.
Call me lazy, but I like to make my clients work with me. The solution is usually in their hands, so working together in collaborative workshops we create deliverables that will help us to set the basics of the system, and for them will guides to create content, courses and other materials but having on mind their final end-users. Maybe this approximation does not give the best deliverables, but the result is a better understanding of usability inside the organization, more respect to our profession, and more importantly - more people happy.
"Why Apple can create blockbusters?" ~ Re-think: Product PlanningTAKA KONDO
Many companies conduct product management without product planning.
They copy a product which is originally designed by other companies, and modify it.
They strive to survey technology/market trends and roadmaps from leading companies/giant research firms.
And they enhance the variety of functions and/or the numbers to make their spec table better.
They love to swim in the ‘red ocean’.
Apple is one of the companies which is carrying out product planning as well as product management.
It often enters the market very late, but re-creates the market itself.
Apple strives to understand what the user-experiences the customer looks for, values, and needs,
and re-invents the product category to make customers’ lifestyle better.
Apple loves to make her heart sing with her product.
Trends are the natural changes in behaviours or proceedings. We like to be aware of those indicators for inspiration and guidance. At the beginning of every year we look at UX, UI trends and emerging technologies to get that guidance from.
The pressing need to shift our global economy to sustainable consumption represent one of the biggest opportunities of our time for disruptive innovation. All over the world, out of the box thinkers are bringing disruptive ideas to market in response. Here are few of our favorites, each of which represents a different disruptive idea that has the potential to dramatically shift the flow of funds in the markets in which they operate.
Increasingly, companies succeed or fail not on superior technology but on superior user experience design. This talk looks at the ROI of UX design with three examples of startups that leveraged design to disrupt their fields and beat the competition.
Presented at TalkUX, Atlanta Georgia, September 30, 2016
http://www.talk-ux.com/
The field of User Experience (UX) offers many opportunities for interesting, meaningful (and well paid) work. The number of skills required to do this work can feel overwhelming. As you create your own UX practice, what do you need to know? How deeply must you know it? Is it better to be a generalist or a specialist? Are unicorns real? In this talk, I'll share what I learned in my own journey from designer to founder and present some useful models for charting your own course.
More Related Content
Similar to Gathering Intelligence, Conversations with Users
Fjord is a Design and Innovation division of Accenture Interactive. Every year the firm publishes a document called ‘Fjord Trends’. The 2016 edition took me 2 hours to read. As I read, I culled points that caught my attention. I present them as highlights with the hope that it will encourage you to read the full report available here.
http://bit.ly/2i1QLjU
Marketing Innovation; How innovation merges with marketing. Trends which have an impact on Innovation. The process and realization of innovation is a tool for marketing agencies. Marketing Agencies can have faster innovation cycles than established fortune 500 companies.
Fallon Brainfood x Planning-ness 2010: How To Plan AppsAki Spicer
Aki Spicer, Fallon's Director of Digital Strategy will reveal some learnings and tips for account planners trying to operationalize the process of concepting, selling and building applications and digital tools.
Learn some pitfalls to avoid, shortcuts for bridging the gap between "start-up" culture and agency culture, guidance for selling apps to clients who are "bottom-line" or "ad message" minded, and shifting your teams from campaign thinking to service mentality.
http://planningness.com
September 30th – October 1st at Denver’s, Space Gallery.
Digital Experience Design + The Digital AgencyDavid Armano
A brief synopsis of the role of Digital Experience Design within an Agency setting. The teams behind it and the value it provides as we move from message to experience + community
That Thing You Forget to Do: Lessons in Product Development, Management & Mar...Bernard Leong
Everyone thinks that a start-up is just about building a product. However, it is more than just that. Product development is part of the cycle where managing the product from feedback of users and marketing the product are also tied to build up the start-up as a sustainable business. The talk is delivered on JFDI.Asia, 1 March 2012 and focused on providing incubatees the best practices in working out how to build, manage & market your product within a short time.
Take your clients into your UX team & let them designSilvia Calvet
How many times have you ever considered that the Client (or the departments of your organization) are also the USErs of the site, app or service that you are designing? How do you approximate your projects? What happens when the UX team 'disappears' at the end of the project?
Think it twice and make your clients co-work with you. They are not the enemy: help them to understand basic UX stuff, make them work for you analyzing designing and creating the deliverables. And there are other benefits: open communication results form this approximation, learning and sharing, and more win2win relationships.
In this session I’ll share how to convert demanding and grumblers clients/departments and specialists into a members of the UX design team. Let them identify necessities, define the strategy and design the solutions. You can apply this solution in internal projects or with your customers. How? Stop evangelization and get people into action creating UX deliverables with you, let them discover the power of UX tools like Personas in their own skin.
Call me lazy, but I like to make my clients work with me. The solution is usually in their hands, so working together in collaborative workshops we create deliverables that will help us to set the basics of the system, and for them will guides to create content, courses and other materials but having on mind their final end-users. Maybe this approximation does not give the best deliverables, but the result is a better understanding of usability inside the organization, more respect to our profession, and more importantly - more people happy.
"Why Apple can create blockbusters?" ~ Re-think: Product PlanningTAKA KONDO
Many companies conduct product management without product planning.
They copy a product which is originally designed by other companies, and modify it.
They strive to survey technology/market trends and roadmaps from leading companies/giant research firms.
And they enhance the variety of functions and/or the numbers to make their spec table better.
They love to swim in the ‘red ocean’.
Apple is one of the companies which is carrying out product planning as well as product management.
It often enters the market very late, but re-creates the market itself.
Apple strives to understand what the user-experiences the customer looks for, values, and needs,
and re-invents the product category to make customers’ lifestyle better.
Apple loves to make her heart sing with her product.
Trends are the natural changes in behaviours or proceedings. We like to be aware of those indicators for inspiration and guidance. At the beginning of every year we look at UX, UI trends and emerging technologies to get that guidance from.
The pressing need to shift our global economy to sustainable consumption represent one of the biggest opportunities of our time for disruptive innovation. All over the world, out of the box thinkers are bringing disruptive ideas to market in response. Here are few of our favorites, each of which represents a different disruptive idea that has the potential to dramatically shift the flow of funds in the markets in which they operate.
Increasingly, companies succeed or fail not on superior technology but on superior user experience design. This talk looks at the ROI of UX design with three examples of startups that leveraged design to disrupt their fields and beat the competition.
Presented at TalkUX, Atlanta Georgia, September 30, 2016
http://www.talk-ux.com/
The field of User Experience (UX) offers many opportunities for interesting, meaningful (and well paid) work. The number of skills required to do this work can feel overwhelming. As you create your own UX practice, what do you need to know? How deeply must you know it? Is it better to be a generalist or a specialist? Are unicorns real? In this talk, I'll share what I learned in my own journey from designer to founder and present some useful models for charting your own course.
How can we shape our skillsets to be effective participants in Balanced Teams? Complex software projects require a wide range of skills. As an individual who seeks meaningful work, you understand the need for cross-team communication and collaboration, but the skillset is overwhelming. What do you need to know? How deeply must you know it?
Presented at the Balanced Team Summit 2015
http://www.balancedteam.org/btgr2015/
Materials from "The Collaborative UX Designer's Toolkit" workshop presented at UX London, May 30 2014. http://2014.uxlondon.com/speakers/lane/#workshop
You can find the opportunity statement and persona 4x4 worksheets at bit.ly/uxl-worksheets, and the set of six UX Recipe Cards at bit.ly/ux-recipe
UX Worksheets: Opportunity Statement, Persona 4x4Lane Goldstone
Print-your-own worksheet templates for creating an opportunity statement and persona 4x4. For instructions on how to facilitate these activities, please also download the UX Recipe cards at bit.ly/ux-recipe
These materials are part of the "The Collaborative UX Designer's Toolkit" workshop presented at UX London, May 30 2014.
http://2014.uxlondon.com/speakers/lane/#workshop
Print-your-own UX activity recipe cards. The set includes:
- Opportunity Statement
- Persona 4x4
- Six-Up
- Project Brief
- Customer Conversations
- Wireframe Walkthrough
Instructions: Print two sided on 8x5"x11" card stock. Cut in four pieces. Produces two sets of six cards. Keep one, share one with a friend!
You can find template worksheets for the opportunity statement and persona 4x4 at bit.ly/uxl-worksheets
These materials are part of the "The Collaborative UX Designer's Toolkit" workshop presented at UX London, May 30 2014.
http://2014.uxlondon.com/speakers/lane/#workshop
Presented at Lean UX 2014, April 12, 2014
www.leanuxnyc.co
In this fun, hands-on workshop, I’ll lead you through a series of exercises which help you learn to draw good-looking, quick, useful, user interface (UI) sketches.
This class covers:
• Types of sketches
• Why sketch?
• Sketching materials
• Grids, containers and functional groupings
• Developing your personal UI shorthand
This workshop is appropriate for designers, product managers, Web developers, software engineers or anyone else who needs to think about or communicate concepts for digital products. No prior artistic or drawing experience necessary. If you can draw a circle, a square and a triangle, you’ve already got the basics covered!
Learning how to quickly sketch screen layouts and UI elements helps you think through design problems, communicate ideas to other people, collaborate, and reduce the need for pixel-perfect deliverables. Work through the exercises in this workshop and pick up some new skills you can use right away in your own projects.
This file contains templates for creating a provisional persona and hypothesis statement. For more information about how they are used, see the materials from the "Hands-on Lean UX for Digital Designers" workshop http://www.slideshare.net/LaneHalley/hands-on-lean-ux-for-digital-designers
July 30 , 2013, 7pm - 9:00pm @ OPODZ, a co-working space in Downtown LA
Instructors: Lane Halley (Carbon Five) & Jaime Levy (JLR Interactive)
This is a 2-hour, hands-on workshop geared toward digital designers. You will learn Lean UX techniques that can be used immediately with your clients and teams.
The following topics will be covered along with hands on exercises:
What is Lean UX?
Defining the Product & Customer
Exploring Key User Experiences
Validating the Customer and Idea with Qualitative Research
UPDATED DECK POSTED AT https://www.slideshare.net/LaneHalley/quick-useful-ui-sketches-33420882/
In this workshop, I'll lead you through a series of exercises which help you learn to draw good-looking, quick, useful, user interface (UI) sketches, followed by examples of how I use sketching in my projects.
As I've embraced Agile and Lean Startup methods, I've learned to adapt my UX practice so it is more QUICK, VISUAL, COLLABORATIVE and CONTINUOUS. Learning how to quickly sketch screen layouts and user interface (UI) elements helps me think through design problems, communicate ideas to other people, collaborate, and reduce the need for pixel-perfect deliverables.
First presented at SoCal UX Camp, June 1, 2013 http://www.socaluxcamp.com/
Revised June 2, 2013 - modified deck for better self-directed learning
More print-your-own recipe cards inspired by Conversation, Cadence & Culture: recipes to inspire collaborative teams. Workshop presented at Lean UX NYC http://leanuxnyc.co/nyc/.
Print two sided on 8x5"x11" card stock. Cut in four pieces. Produces two sets of six cards. Keep one, share one with a friend!Print two sided on 8x5"x11" card stock. Cut in four pieces. Produces two sets of six cards. Keep one, share one with a friend!
Conversation, Cadence & Culture: recipes to inspire collaborative teams. Print-your-own recipe cards from workshop at http://leanuxnyc.co/nyc/ April 12, 2013.
Print two sided on 8x5"x11" card stock. Cut in four pieces. Produces two sets of six cards. Keep one, share one with a friend!
Los Angeles User Experience Meetup March 5, 2013. "Lean UX with Lane Halley, Jaime Levy and Chris Chandler" at Cross Campus, Santa Monica CA
http://www.meetup.com/ia-55/events/98595432/
SLIDESHARE HAS ANNOUNCED THEY WILL ELIMINATE SLIDECASTS APRIL 30, 2014. If you find this presentation no longer has audio, you can view it on Vimeo https://vimeo.com/86263123 Apologies for the inconvenience - lane
Morning presentation at Lean Startup Machine LA January 19, 2013
http://leanstartupmachine.com/events/la-january-2013/
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
1. GATHERING
INTELLIGENCE
CONVERSATIONS
WITH
USERS
Northern
NJ
Interac:on
Design
Associa:on
(IxDA)
September
16,
2010
2. Welcome
to
the
fall
series
Three
talks
about
prac:cal
user
experience
design
September
16th
Collec&ng
intelligence
–
Lane
Halley
October
14th
“Showcase”
product
case
study
–
Marc
Wendell
November
18th
Sharing
the
vision
–
Duane
Degler
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
2
3. Who’s
here
tonight?
What
role(s)
do
you
fill?
What
kind
of
products
do
you
work
on?
What
kind
of
company
do
you
work
for?
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
3
5. What
is
Interac:on
Design?
Interac:on
Design
(IxD)
defines
the
structure
and
behavior
of
interac:ve
products
and
services.
Interac:on
Designers
create
compelling
rela:onships
between
people
and
the
interac:ve
systems
they
use,
from
computers
to
mobile
devices
to
appliances...
hcp://www.ixda.org/
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
5
6. What
we’ll
talk
about
tonight
Why
talk
to
users?
Effec:ve
conversa:ons
Ac:onable
intelligence
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
6
7. WHY
TALK
TO
USERS?
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
7
8. Where
do
features
come
from?
Customers
Product
Developers
Managers
Legacy
Capabili:es
Compe::ve
Market
Product
research
Designers
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
8
9. How
do
you
recognize
a
successful
product?
Viral
adop:on
Market
success
Solves
a
problem
Awards
Brand
loyalty
Creates
a
Industry
Buzz
new
market
Meets
a
need
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
9
10. How
does
it
all
fit
together?
A
successful
product
is
more
than
the
sum
of
its
features
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
10
11. Finding
balance
Product
Viability
Adapted
from
Larry
Keeley,
three
elements
of
a
successful
high-‐tech
product
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
11
12. Planning
for
quality
How
do
you
reduce
technology
risk
(capability)?
Some
agile
methods:
Test
driven
development
(TDD)
Small,
frequent
releases
Fail
quickly
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
12
13. Planning
for
quality
How
do
you
reduce
market
risk
(viability)?
Compe::ve
research
Market
sizing
Pilot
programs
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
13
14. Planning
for
quality
How
do
you
reduce
experience
risk
(desirability)?
Usability
tes:ng?
Helpful,
but
omen
too
late
Engage
with
real
users
early
and
omen
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
14
15. Reduce
risk
by
user
valida:on
Product
evolu:on
Bad
Assump:on
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
15
16. Reduce
risk
by
user
valida:on
Product
evolu:on
Bad
Bad
Assump:on
Assump:on
Discovered
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
16
17. Reduce
risk
by
user
valida:on
Product
evolu:on
Bad
Bad
Assump:on
Assump:on
Discovered
Wasted
:me
and
effort
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
17
18. Reduce
risk
by
user
valida:on
Product
evolu:on
Bad
Bad
Assump:on
Assump:on
Discovered
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
18
19. Reduce
risk
by
user
valida:on
Product
evolu:on
Bad
Bad
Assump:on
Assump:on
Discovered
Less
wasted
:me
and
effort
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
19
20. What
assump:ons
are
we
making?
Who
is
the
user?
Who
is
the
customer?
Where
does
our
product
fit
in
their
work
or
life?
What
problems
does
our
product
solve?
When
and
how
is
our
product
used?
What
features
are
important?
How
should
our
product
look
and
behave?
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
20
21. Even
if
you
don’t
plan
for
it
Your
product
delivers
a
user
experience,
whether
you
design
it
or
not.
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
21
22. Implicit
design
“Even
when
you
don't
see
explicit
design,
there
is
an
awful
lot
of
implicit
design…Google
does
a
good
job
when
they
are
building
products
a
developer
uses
every
day.”
−Ian
McFarland,
Pivotal
Tech
Talk
hcp://pivotallabs.com/talks/106-‐enough-‐design
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
22
23. Great
Google
products
Search
AdWords
+
AdSense
Google
Maps
GMail
Google
Spreadsheets
Google
Gears,
AppEngine,
and
other
Dev
Tools
GoogleVideo
Android
Google
Analy:cs
Chrome
hcp://pivotallabs.com/talks/106-‐enough-‐design
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
23
24. Great
Google
acquisi:ons
Search
AdWords
+
AdSense
Google
Maps
GMail
Google
Spreadsheets
Google
Gears,
AppEngine,
and
other
Dev
Tools
GoogleVideo
YouTube
Android
(hired
teams)
Google
Analy&cs
Chrome
hcp://pivotallabs.com/talks/106-‐enough-‐design
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
24
25. Talk
to
users
early
and
omen
Discovering
what
to
build
How
do
we
discover
what
to
build?
By
working
closely
(and
con:nually,
if
possible)
with
the
customer.
By
getng
feedback
as
omen
as
possible
from
real
users,
and
by
constantly
applying
that
feedback
to
the
product
under
development.
−Steve
Bockman
hcp://agilefocus.com
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
25
26. What’s
a
user?
“There
are
only
two
industries
that
refer
to
their
customers
as
‘users’:
computer
design
and
drug
dealing.”
–
Edward
Tume
hcp://www.edwardtume.com/tume/advocate_1099
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
26
27. What’s
a
user?
User
=
“person
who
uses
the
product”
Consumer
products,
customer
=
user
Enterprise
products,
customer
≠
user
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
27
28. Why
don’t
we
talk
to
users?
We’re
users
We
know
a
lot
of
users
We’re
smarter
than
our
users
We’ve
got
a
lot
of
other
important
things
to
do
Users
don’t
want
to
be
bothered
We
don’t
know
how
to
talk
to
users
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
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29. Some:mes
you
have
to
speak
truth
to
power
Why
you
shouldn’t
listen
to
the
CEO
…Perhaps
he
has
lost
touch
with
the
reality
of
who
the
users
really
are.
The
way
the
business
is
organized
may
be
clear
to
him,
but
perhaps
not
to
his
users.
Maybe
his
ego
is
getng
in
the
way
of
making
a
ra:onal
decision.
−
Oliver
Gitsham
hcp://www.uxbooth.com/blog/finding-‐the-‐balance-‐users-‐needs-‐vs-‐clients-‐wants/
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
29
30. Business
benefits
of
knowing
your
users
Resolve
arguments
Uncover
new
opportuni:es
Scale
up
new
ventures
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
30
31. Resolve
arguments
about
“what’s
important”
“...it
really
depends
on
how
you
design
and
present
it,
context,
audiences,
and
I
would
say
maybe
a
good
way
might
be
to
pull
some
users,
even
in
your
own
organiza:on
to
do
a
quick
and
dirty
user
tes:ng
with
your
prototype.
Decision
making
on
data
is
becer
than
opinion.”
−
KejunXu,
post
on
IxDA.org
discussion
board
hcp://www.ixda.org/node/27379
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
31
32. Uncover
new
product
opportuni:es
“...rather
than
understanding
demographics
we
need
to
understand
psychographics.
We
need
to
stop
asking
people’s
opinion…
and
look
at
people’s
behaviour.
...Understanding
not
the
incremental
changes
that
people
want
now,
but
trying
to
find
new
classes
of
product
through
observa&onal
research.”
−
Andy
Budd,
blog
post
hcp://www.research-‐live.com/features/the-‐innova:on-‐delusion/4003512.ar:cle
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
32
33. Avoid
mistakes
scaling
up
new
ventures
Realize
that
customers
are
not
the
same
as
users
Recognize
that
first
users
are
not
the
same
as
scaling
users
An:cipate
that
first
products
are
not
the
same
as
scaling
products
−
Charles
Baden-‐Fuller,
Ian
MacMillan,
Harvard
Business
Review
hcp://blogs.hbr.org/cs/2010/08/3_mistakes_made_in_scaling_up.html
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
33
35. Where
do
you
find
users
to
talk
to?
Licensed/registered
users
In-‐line
Web
recrui:ng
Conferences
and
industry
events
Special
interest
groups/user
groups
Market
research
firms
Craigslist
Friends
and
Family
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
35
36. TOOLS
FOR:
Understanding
your
users
Invite
them
to
chat
–
In-‐line
Web
recrui:ng
Meet
them
–
Site
visits,
interviews
Play
games
with
them
–
Innova:on
Games
Invite
them
to
visit
–
Rapid
prototyping
and
feedback
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
36
37. In-‐line
Web
recrui:ng
Ethnio
(www.ethnio.net)
Recruit
people
from
your
website
for
research
“Talk
to
us”
bucon
Start
live
chat
session
Remote
viewing
(Morae
from
TechSmith)
Screen
sharing
and
recording
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
37
38. Tips
for
effec:ve
interviews
Iden:fy
who
do
you
want
to
talk
to
and
what
you
want
to
learn
Plan
your
interview
themes
as
a
team
Collect
ar:facts,
debrief
and
share
Use
your
visits
for
mul:ple
purposes
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
38
39. Tips
for
effec:ve
interviews
Use
open-‐ended
ques:ons
to
encourage
conversa:on
Open:
“What
did
you
have
for
breakfast
today?”
Closed:
“Did
you
eat
breakfast
today?”
Don’t
be
afraid
to
ask
“why”
a
lot.
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
39
40. Tips
for
effec:ve
interviews
Iden:fy
the
need
behind
a
feature
request
“If
you
HAD
feature
x,
what
would
that
allow
you
to
do?”
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
40
41. Innova:on
Games
Speedboat
Speedboat
Spider
web
Product
Box
Remember
the
future
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
41
42. “Five
Users
Every
Friday”
Situa:on
Major
consumer
electronics
retailer
wanted
flexible
fast
implementa:on
of
Web
features
Agile
development,
UX
perceived
as
a
bocleneck
Approach
Rapid
prototyping
and
user
feedback
Full
team
par:cipa:on
required
Results
Greater
confidence,
less
:me
wasted
Improved
team
understanding
of
user
needs
Tom
Ilmensee,
Alyson
Muff
hcp://www.computer.org/portal/web/csdl/doi/10.1109/AGILE.2009.45
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
42
43. Weekly
research
tasks
Friday
Run
protocol
High
level
summary
Monday
Analyze
data
Create
findings
summary
Create
wireframes
Tuesday
Discuss
recommenda:ons
with
team
Iden:fy
immediate
and
long
term
research
needs
with
team
Create
high-‐level
test
plans
Wednesday
Prepare
protocol
Thursday
Prepare
ar:facts
/
prototype
Tom
Ilmensee,
Alyson
Muff
hcp://www.computer.org/portal/web/csdl/doi/10.1109/AGILE.2009.45
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
43
44. TOOLS
FOR:
Synthesis
Ar:facts
from
fieldwork
Affinity
models
Personas
Workflows
and
conceptual
models
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
44
45. Share
pictures
and
ar:facts
with
the
team
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
45
46. Use
affinity
models
for
group
synthesis
Photo:
Lane
Halley
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
46
47. Good
user
research
=
stronger
personas
Well-‐researched
personas
help
your
team
make
becer
decisions.
A
good
persona
descrip:on
defines:
Goals
Attudes
Work
or
ac:vity
flow
Environment
Skill
level
Frustra:ons
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
47
48. Specific
is
more
important
than
accurate
Flickr:
dtsato/582640684
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
48
49. Workflow
models
inform
good
sketches
Flickr:
jazzmasterson/275800917
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
49
51. TOOLS
FOR:
Envisioning
the
solu:on
Stories/scenarios
Collabora:ve
sketching/Design
Studio
Prototypes
These
techniques
can
be
used
within
your
team
to
build
consensus,
and
with
customers
and
users
to
explore
and
validate
concepts.
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
51
52. Using
scenarios
Scenarios
help
your
team
explore
and
develop
a
shared
understanding
of
the
desired
user
experience.
1 Set
the
stage
− Who
is
the
subject
of
the
story?
− What
does
this
person
want
to
do
and
why?
2 Tell
the
story:
− Imagine
the
ideal
user
experience
− Describe
informa:on
and
ac:ons,
not
controls
3 Evolve
to
become
more
detailed
and
specific
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
52
53. Sample
scenario:
about
Peter
PETER
is
a
serious
bike
commuter
• Owns
several
bikes
(mountain
bike,
recumbent),
doesn’t
own
a
car
• Biking
is
his
main
form
of
transporta:on
• Bikes
are
his
hobby,
he
loves
to
look
at
and
learn
about
bikes
• Carries
lots
of
stuff
when
he
rides
(computer,
books,
groceries)
• Rides
in
all
weather,
needs
to
get
to
work
clean
and
not
too
sweaty
flickr:
ques:on_everything/2267542126
Scenario:
www.slideshare.net/LaneHalley/design-‐studio-‐workshop-‐scenarios
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
53
54. Sample
scenario:
Peter’s
scenario
• Peter
is
a
regular
customer
at
Mike’s
Bikes.
He
learns
that
there’s
a
new
urban
cargo
bike
available
and
he’s
curious
to
check
it
out.
• When
Peter
gets
to
the
site,
it
recognizes
him
and
shows
him
what’s
new
since
his
last
visit.
He
can
see
there’s
a
street
bike
he
started
to
configure
on
his
last
visit,
but
he
doesn’t
want
to
work
on
that
now.
• He
easily
finds
the
new
cargo
bike
he
came
to
see.
• He
learns
about
the
cargo
bike
by
reviewing
some
technical
informa:on
about
gear
ra:os
and
then
watches
a
video
of
the
bike
in
ac:on.
09/16/2010
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Intelligence,
Conversa:ons
with
Users
54
55. Sample
scenario:
Peter’s
scenario
• He
is
interested
in
the
cargo
bike,
but
wants
to
talk
to
someone
who
owns
one.
He
reaches
out
to
the
Mike’s
Bikes
community
to
ask
a
ques:on
and
quickly
gets
an
answer.
• He
configures
the
cargo
bike
with
some
op:onal
equipment
he
might
want.
He
can
see
an
adjusted
total
price
as
he
works.
• Happy
with
what
he
sees,
he
makes
an
appointment
to
come
into
the
shop
on
Saturday
to
see
both
bikes
he
is
considering.
09/16/2010
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Intelligence,
Conversa:ons
with
Users
55
57. Paper
prototype
Photo:
Lane
Halley
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
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58. Tools
and
techniques
for
user
engagement
Tools
and
techniques
Notes
Online
chat
Real-‐:me
observa:on
Site
visit,
interview
Pacerns
of
use
Behaviors
and
mo:va:ons
Pain
points
and
opportuni:es
Innova:on
games
Mental
models
Shared
team
understanding
Paper
prototype
Validate
and
evolve
concept
Reac:on
to
naviga:on/structural
elements
High-‐fidelity
prototype
Reac:on
to
visual
look
and
feel
Test
branding,
messaging
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
58
59. How
will
you
apply
these
techniques?
The
right
process
for
your
team
depends
on:
Complexity
of
your
product
domain
New
product?
Later
release?
Team
composi:on
Size
Loca:on
Skills
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
59
60. Recommended
reading
Inspired:
How
To
Create
Products
Customers
Love
Marty
Cagan
Designing
for
the
Digital
Age:
How
to
Create
Human-‐Centered
Products
and
Services
Kim
Goodwin
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
60
61. Recommended
reading
Prototyping,
A
Prac&&oner’s
Guide
Todd
Zaki
Warfel
The
Back
of
the
Napkin
Dan
Roam
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
61
62. Recommended
reading
Innova&on
Games:
Crea&ng
Breakthrough
Products
Through
Collabora&ve
Play
Luke
Hohmann
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
62
63. Thanks!
I’d
love
to
hear
your
stories…
Lane
Halley
lbh.inc@gmail.com
twicer:
thinknow
hcp://lanehalley.livejournal.com/
www.slideshare.net/lanehalley
09/16/2010
Gathering
Intelligence,
Conversa:ons
with
Users
63