I am certain that good User Research begins with empathising with the participant as a human being first and foremost. All research begins with a conversation and connection with a fellow human being, just one that has some focus. As part of an initial program to help juniors and other members of our team (developers etc) I put together this initial lightning talk to ease them into it. Something I hope to develop further over 2020.

1. RESEARCH
… a conversation with focus

2. It’s nothing to be
scared of!
‘Research’ sounds technical.
But - it’s just an opportunity to talk to
someone about what they do.
People like talking about what they do,
their problems and achievements. It’s
natural human behavior to talk about
ourselves.
It’s just our job to channel that to learn
what we need to.
You don’t need to go in knowing the
answers, that’s the point!
Don’t feel pressure to get it 100% ‘right’
any new learning is valuable!

3. It’s a conversation
between human
beings.
You talk to people all the time – at work, at
home, conducting an interview, buying a
coffee.
These aren’t conversations with Software
Engineers, Data Architects, or IT directors,
they’re all conversations with human
beings, you’re a human being.
MOST people aren’t defined by their job;
they have lives, families and outside
interests.
Taking an interest in them early, helps
break the ice, and helps the conversation
flow.

4. Ask them how
they are…
Relate to them as people early. – busy
commute? So have you!
They live in a cool city you’ve visited?
Mention it!
Don’t be afraid to make (appropriate) jokes.
Have we spoken to them before? Mention
it and ask how things are going since.
It builds rapport and connections and they’ll
open up more to you.
Do this throughout the call.

5. A CALL PLAN
IS NOT
A SCRIPT.If you’re bored, they will be too

6. But, a structure is useful!
Context
Topic 1 Topic 2 Topic 3
Anything else/ Follow
up/ Deeper Dives
What’s happening in their world?
Go wide and narrow down toward your first
research objective.
What are the specific things we’re interested
it?
Wide first then drill down.
Maintain the focus.
What have we missed that’s important to them?
Opportunity for them to open up, they’ll appreciate
it! – If not, go deeper on your main objectives.
Intro
Thank them – remind them they’re the expert

7. FOLLOW THE THREADS
“Oh that’s very interesting…..:
IS IT?
THEN FOLLOW IT!
That’s where the gems are!

8. Make
handwritten
notes!
Your teammates have the verbatim notes
covered.
You can focus on what they’re saying.
Have a scrap of paper to scribble notes,
connections and questions on.
It empowers you to connect the dots
between different things they say and how
they relate.
This helps with follow-up questions and
keeping the conversation flowing.

9. REMEMBER YOU’RE IN
CONTROL.
Don’t be afraid to refocus the conversation toward your
objective. “Thanks - we’ll note that down for later”
If they ask you a question you can’t answer, rephrase it as “What
does that mean to you?”
If you’re not learning anything, end the call!
Some calls/people WILL JUST BE CRAP – don’t let it dishearten
you!
It’s not a perfect science, people are messy, but it’s the most
valuable learning we have.
EMBRACE THE VAGUE!

10. THANKS
More to come on this…