Tips for moderating one-on-one user interviewsAlly
Get best practices for moderating one-on-one user interviews -- how to prepare, tips and tricks during the discussion, how to avoid leading questions, etc.
Tips for moderating one-on-one user interviewsAlly
Get best practices for moderating one-on-one user interviews -- how to prepare, tips and tricks during the discussion, how to avoid leading questions, etc.
ERAU webinar --Effective Writing with Dr. Terri MaueERAUWebinars
“In survey after survey, employers are complaining about job candidates’ inability … to write clearly,” according to a 2013 NBC News article. The reporter goes on to quote William Ellet, a former writing teacher at Harvard Business School. “Recruiters and companies are saying, ‘Send us a writing sample, and if you don’t meet our standards of communication, we are not hiring you,’” Ellet said.
Join noted Embry-Riddle Professor Terri Maue as she explains how to develop effective written communications, whether they are full reports or just a quickly dashed off email. This webinar will provide tips on how to focus in on a clear and concise message. You’ll also learn how to connect to your audience so they WANT to read what you have to say.
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Presentation Techniques" and will show you how to bring your presentation to life by using a range of presentation techniques.
How do you adequately and completely qualify a prospect before you are knee deep into the presentation? Ask qualifying questions. This presentations helps you come up with the right questions in order to qualify your prospects and their needs.
When you go for an interview there are pointers that need to be followed by a candidate, the first step to the last step, every step is vital for the him or her. Here are some tips which you can follow and have a WONDERFUL interview.
HR InnovationThroughDesign ThinkingHRIDT The P.docxwellesleyterresa
HR Innovation
Through
Design Thinking
HRIDT
The Power of Self Reflection
What does it mean to Reflect?
We are able to show how we have used a good
awareness of our thoughts, feelings and actions to
systematically track our personal and professional
competencies
Check out this video:
https://www.youtube.com/watch?v=G1bgdwC_m-Y&t=134s
WHAT IS SELF REFLECTION?
https://www.youtube.com/watch?v=G1bgdwC_m-Y&t=134s
Check out this video
https://www.youtube.com/watch?v=3tYsRVo8ZGg&t=198s&
list=PLnUDwDO746jgneQAk4NvLPgOfrX8FMxqN&index=2
WHY IS SELF REFLECTION
IMPORTANT IN BUSINESS?
https://www.youtube.com/watch?v=3tYsRVo8ZGg&t=198s&list=PLnUDwDO746jgneQAk4NvLPgOfrX8FMxqN&index=2
Mapping Process Understanding
We should be able to
• show our understanding of the effectiveness of
the design thinking process and the critical
thinking of how we can identify opportunities
that the student can propose to enhance the
entire process
• show how we have estimated the
enhancement of our skill set and any steps that
we may want to take to enjoy even greater
success in business innovation and design
Ensure that your CA3
submission shows your
ability to reflect where you
have started on your DT
Journey and what you will
need to do to leap forward!
Slide Number 1HRIDT What does it mean to Reflect?WHAT IS SELF REFLECTION?WHY IS SELF REFLECTION IMPORTANT IN BUSINESS?Mapping Process UnderstandingEnsure that your CA3 submission shows your ability to reflect where you have started on your DT Journey and what you will need to do to leap forward!
HR Innovation
Through
Design Thinking
Identify
Persona’s Key
User Needs
Brainstorming
Get Feedback
Showcase your
great idea
Craft “Need”
Questions
Wiork out the
ideas
User journey
How might we
help Mrs Foo lead
a healthier lifestyle with
her family?
CO-CREATION
Prototype as if you are
RIGHT
Seek feedback as if
you are WRONG
Co-creation Set Up
Delegation of Roles
Before users are
brought in to see
your experience
concept
(Experience or
Journey Maps,
Storyboard or Role
Plays), assign roles
and responsibilities
to individual team
members.
Who is the presenter?
Who is the note taker?
Who is the observer?
Who is the story teller?
Who are the actors?
Who are you going to engage –
think of your deployment flow
chart actors
Introduce the exercise
The presenter should introduce the team and explain
the purpose of the exercise and feedback session.
Inform them that the ideas are not final and that the
team would like their open, honest feedback.
Conducting Co-creation
Presenter’s roles
Conducting Co-creation
During presentation of the prototype/ story-board/
roleplay
1. Restate target customer and primary needs
2. Play out your best multi-dimensional solution
3. Capture the experience in the
richest way through the eyes of the user
4. Focus on the ‘design elements’
• Tell a Story
• Tell don’t sell
• Welcome
feedb ...
SXSW - Diving Deep: Best Practices For Interviewing UsersSteve Portigal
While we know, from a very young age, how to ask questions, the skill of getting the right information from users is surprisingly complex and nuanced. This session will focus on getting past the obvious shallow information into the deeper, more subtle, yet crucial, insights. If you are going to the effort to meet with users in order to improve your designs, it's essential that you know how to get the best information and not leave insights behind. Being great in "field work" involves understanding and accepting your interviewee's world view, and being open to what they need to tell you (in addition to what you already know you want to learn). We'll focus on the importance of rapport-building and listening and look at techniques for both. We will review different types of questions, and why you need to have a range of question types. This session will explore other contextual research methods that can be built on top of interviewing in a seamless way. We'll also suggest practice exercises for improving your own interviewing skills and how to engage others in your organization successfully in the interviewing experience.
ERAU webinar --Effective Writing with Dr. Terri MaueERAUWebinars
“In survey after survey, employers are complaining about job candidates’ inability … to write clearly,” according to a 2013 NBC News article. The reporter goes on to quote William Ellet, a former writing teacher at Harvard Business School. “Recruiters and companies are saying, ‘Send us a writing sample, and if you don’t meet our standards of communication, we are not hiring you,’” Ellet said.
Join noted Embry-Riddle Professor Terri Maue as she explains how to develop effective written communications, whether they are full reports or just a quickly dashed off email. This webinar will provide tips on how to focus in on a clear and concise message. You’ll also learn how to connect to your audience so they WANT to read what you have to say.
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Presentation Techniques" and will show you how to bring your presentation to life by using a range of presentation techniques.
How do you adequately and completely qualify a prospect before you are knee deep into the presentation? Ask qualifying questions. This presentations helps you come up with the right questions in order to qualify your prospects and their needs.
When you go for an interview there are pointers that need to be followed by a candidate, the first step to the last step, every step is vital for the him or her. Here are some tips which you can follow and have a WONDERFUL interview.
HR InnovationThroughDesign ThinkingHRIDT The P.docxwellesleyterresa
HR Innovation
Through
Design Thinking
HRIDT
The Power of Self Reflection
What does it mean to Reflect?
We are able to show how we have used a good
awareness of our thoughts, feelings and actions to
systematically track our personal and professional
competencies
Check out this video:
https://www.youtube.com/watch?v=G1bgdwC_m-Y&t=134s
WHAT IS SELF REFLECTION?
https://www.youtube.com/watch?v=G1bgdwC_m-Y&t=134s
Check out this video
https://www.youtube.com/watch?v=3tYsRVo8ZGg&t=198s&
list=PLnUDwDO746jgneQAk4NvLPgOfrX8FMxqN&index=2
WHY IS SELF REFLECTION
IMPORTANT IN BUSINESS?
https://www.youtube.com/watch?v=3tYsRVo8ZGg&t=198s&list=PLnUDwDO746jgneQAk4NvLPgOfrX8FMxqN&index=2
Mapping Process Understanding
We should be able to
• show our understanding of the effectiveness of
the design thinking process and the critical
thinking of how we can identify opportunities
that the student can propose to enhance the
entire process
• show how we have estimated the
enhancement of our skill set and any steps that
we may want to take to enjoy even greater
success in business innovation and design
Ensure that your CA3
submission shows your
ability to reflect where you
have started on your DT
Journey and what you will
need to do to leap forward!
Slide Number 1HRIDT What does it mean to Reflect?WHAT IS SELF REFLECTION?WHY IS SELF REFLECTION IMPORTANT IN BUSINESS?Mapping Process UnderstandingEnsure that your CA3 submission shows your ability to reflect where you have started on your DT Journey and what you will need to do to leap forward!
HR Innovation
Through
Design Thinking
Identify
Persona’s Key
User Needs
Brainstorming
Get Feedback
Showcase your
great idea
Craft “Need”
Questions
Wiork out the
ideas
User journey
How might we
help Mrs Foo lead
a healthier lifestyle with
her family?
CO-CREATION
Prototype as if you are
RIGHT
Seek feedback as if
you are WRONG
Co-creation Set Up
Delegation of Roles
Before users are
brought in to see
your experience
concept
(Experience or
Journey Maps,
Storyboard or Role
Plays), assign roles
and responsibilities
to individual team
members.
Who is the presenter?
Who is the note taker?
Who is the observer?
Who is the story teller?
Who are the actors?
Who are you going to engage –
think of your deployment flow
chart actors
Introduce the exercise
The presenter should introduce the team and explain
the purpose of the exercise and feedback session.
Inform them that the ideas are not final and that the
team would like their open, honest feedback.
Conducting Co-creation
Presenter’s roles
Conducting Co-creation
During presentation of the prototype/ story-board/
roleplay
1. Restate target customer and primary needs
2. Play out your best multi-dimensional solution
3. Capture the experience in the
richest way through the eyes of the user
4. Focus on the ‘design elements’
• Tell a Story
• Tell don’t sell
• Welcome
feedb ...
SXSW - Diving Deep: Best Practices For Interviewing UsersSteve Portigal
While we know, from a very young age, how to ask questions, the skill of getting the right information from users is surprisingly complex and nuanced. This session will focus on getting past the obvious shallow information into the deeper, more subtle, yet crucial, insights. If you are going to the effort to meet with users in order to improve your designs, it's essential that you know how to get the best information and not leave insights behind. Being great in "field work" involves understanding and accepting your interviewee's world view, and being open to what they need to tell you (in addition to what you already know you want to learn). We'll focus on the importance of rapport-building and listening and look at techniques for both. We will review different types of questions, and why you need to have a range of question types. This session will explore other contextual research methods that can be built on top of interviewing in a seamless way. We'll also suggest practice exercises for improving your own interviewing skills and how to engage others in your organization successfully in the interviewing experience.
We are all experts at human-to-human conversation. But conversing only seems easy because it’s familiar, you’ve been doing it since you were born.
The key to building a good voice interface is to not fall into the trap of simply converting a GUI into a VUI.
In these slides we will cover the best practices to design our Action on Google (and any other Voice UI).
Have you attended those boring webinars? Instead see how to make your WebEx training fun and interactive so people listen and remember the materials instead of multi-tasking and tuning out!
Ray Jimenez - How to Create No-Lecture Webinars - Presented by Training Magaz...VFTNetworks
Webinars are great. They save time and accelerate learning.
However, boring lectures kill webinars. Most webinars are extensions of talking heads clicking their PowerPoints to death. No wonder many learners multi-task and drop out.
In this webinar Ray will share both proven and test methods and tactics to avoid 100% Lecture webinars and truly engage your learners in stimulating and mind-capturing learning experiences.
Topics to cover:
* How to avoid the trainer "diarrhea of the mouth disease"
* How to prepare your lessons to focus on learner actions
* What types of pre-webinar and post-webinar activities must take place
* Designing your lessons without lecturing but instead letting learners discover
* How to ask questions that help learners discover answers
* Which exercises deliver learning experiences instead of lectures
UX Writing - How to improve conversions with the right copy
Tipps and tricks how to improve the conversions on a website with some simple but effective copy
A draft slideshow on best practices for running a webinar. Note that I break all the rules for slideshows by text-loading!! But, alas, seemed necessary here! Use the notes as well!
Similar to Start with the problem, not with the solution! (20)
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Communications Mining Series - Zero to Hero - Session 1DianaGray10
This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered:
• Communication Mining Overview
• Why is it important?
• How can it help today’s business and the benefits
• Phases in Communication Mining
• Demo on Platform overview
• Q/A
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
15. Introduction
1. Introduce yourself and all people in the room
2. Explain how long the interview will take and if that still works for them
3. State the goal is to have a discussion about their experience with “x”
4. No right or wrong answers!
5. Let him/her know that nothing they say will offend you
6. Ask for their permission to record
7. Any questions before we begin?
16. How to get the users talking :)
“Tell me about the last
time you…”
Start with: Some ideas:
…took a TAP flight.
…had a problem with a TAP service.
…reserved a TAP flight using the app.
“When
was that?”
Dive deeper:
“With
whom?”
“What
happened
next?”
“Tell me
more about…”“Why?”
17. Taking notes
● Use sharpies and post-its
● Write clearly and boldly
● One idea per post-it!
● Write down good quotes, facts
and avoid interpretations
using sticky-Notes
for Note-taking
will save you so
much time!
20. 1. We lead the user
HOW TO SCREW UP USER INTERVIEWS
21. “What was your
experience like of
buying movie tickets
online?”
“We don’t think most
people really want to
book tickets online, but
what do you think?”
1. We lead the user
22. “What do you think are
the 3 most important
things for a healthy
work culture?”
“Do you think feedback
is important and
necessary for a healthy
work culture?”
1. We lead the user
23. 2. We treat speculation as confirmation
HOW TO SCREW UP USER INTERVIEWS
24. “What different systems
or methods have you
tried in the past?
And why?”
“Would you use this?”
“Would you pay for it?”
“Would you like it?”
2. We treat speculation as confirmation
25. 3. We just can’t stop talking
HOW TO SCREW UP USER INTERVIEWS
26. “We’d love to get your
feedback on this
prototype we’ve made.
How would you go
about purchasing a
ticket using this?”
“Let me tell you why this
product will change your
life forever and present
you its benefits…..”
3. We just can’t stop talking
34. Each team member keeps only
their most relevant post-its and
puts away the rest.
Self edit
35. One team member at a time reads
a post-it out loud and hands it on to
the facilitator who will find its place
on the wall.
Start with demographics, then with
themes from the popcorn map.
Affinity Map
Reservation
At the Airport
In the plane
TAP Services
36. Go through each user interview
one by one.
The facilitator places all post-its into
the matching topic or adds a new
group if needed.
Affinity Map
Reservation
At the Airport
In the plane
TAP Services
37. Go through each user interview
one by one.
The facilitator places all post-its into
the matching topic or adds a new
group if needed.
Affinity Map
Reservation
At the Airport
In the plane
TAP Services
38. Go through each user interview
one by one.
The facilitator places all post-its into
the matching topic or adds a new
group if needed.
Affinity Map
Reservation
At the Airport
In the plane
TAP Services
39. Go through each user interview
one by one.
The facilitator places all post-its into
the matching topic or adds a new
group if needed.
Affinity Map
Reservation
At the Airport
In the plane
TAP Services
40. Affinity Mapping
The conversation
● Multiple post-its with the same idea: choose 1 post-it that best conveys the
user’s point
● Discuss unclear notes to get a shared understanding
● Call out if a user expressed contradictory ideas or opinions
43. Tips for facilitators
● Keep track of time
● Ask questions to clarify the context
● Split or add new themes
● Keep one conversation at a time
● Make sure everyone feels heard
● Explain the activity and the goal
49. Fall in love with the PROBLEM,
not with the solution.
50. Problems & Insights
I don’t Understand How... 5
I don’t easily find... 4
I don’t want to... 3
I never saw that... 5 I always use this when... 5
I Don’t see how... 5 I really like to... 4
I Found this through... 3I don’t Like to... 3
51. “I don’t understand how
to book the Priority
Boarding option.”
“Priority Boarding saves
me time, so I usually buy it.”
Problem or Insight?
[insight] [problem]
52. Review the affinity map board and
look for patterns that could become
Problems & Insights
Problems &
Insights
Good ExperienceReservation
At the Airport
In the plane
TAP Services
53. When a possible Insight or Problem
is found, transfer each group of
post-it notes to a new, clean board
Problems &
Insights
54. Label it "Insight" or "Problem" and
give it a clear statement header in
the voice of your Persona
I don’t Understand How to book
priority boardingProblems &
Insights
55. Circle the group so it's clear where
it starts/ends
Write the number of unique user
comments that made up the
statement
5
I don’t Understand How to book
priority boardingProblems &
Insights
56. Continue adding Problems &
Insights
I never saw that... 5 I always use this when... 5
I Don’t see how... 5 I really like to... 4
I Found this through... 3I don’t Like to... 3
Problems &
Insights
59. If you have too many priorities,
you have none.
60. I Never saw how I Can
Write each problem on a separate
post-it.
Preparation
I don’t Understand Why
to COntact TAP!
I don’t know how
to COntact TAP!
(5)
61. + User Pain
- User Pain
A technique to prioritize items in a
linear order from more user value
to less user value.
Stack ranking
Problem 2Problem 1
62. + User Pain
- User Pain
Stack ranking Problem 6
Problem 5
Problem 2
Problem 1
Problem 3
Problem 6
A technique to prioritize items in a
linear order from more user value
to less user value.
63. + User Pain
- User Pain
2nd dimension Problem 6
Problem 5
Problem 2
Problem 1
Problem 3
Problem 6
Prioritize items from less business
impact to more business impact.
+Businessimpact
-Businessimpact
Problem 5
64. Problem 6
Problem 5
Problem 2
Problem 1
Problem 3
Problem 6
The 2x2
+ User Pain
+Businessimpact
- User Pain
-Businessimpact
65. Problem 6
Problem 5
Problem 2
Problem 1
Problem 3
Problem 6
The 2x2
+ User Pain
+Businessimpact
- User Pain
-Businessimpact
Obvious YES
Obvious NO
To discuss / later
To discuss / later
69. “How might we” Statements
I don’t know how
to COntact TAP!
How might we help
Our USers to easily
contact TAP?
Problem Opportunity
70. Brainwriting
How might we help
Our USers to easily
contact TAP? Chat
That opens
itself
after 10s
Contact
Options
prominent
in Email
Phone
numbers on
top of the
help page
banner on
top with
telephone
number
Chat
Help
Center
Social
Media
Opportunity Ideas
73. HYPOTHESIS We think that… by showing a chat on every page users will
know how to contact TAP.
TEST We are going to… create a low-fidelity prototype of the
homepage including a chat. We will give 5 users a scenario to
find a way to contact tap.
75. HYPOTHESIS We think that… by showing a chat on every page users will
know how to contact TAP.
TEST We are going to… create a low-fidelity prototype of the
homepage including a chat. We will give 5 users a scenario to
find a way to contact tap.
PROOF COST
Measurable outcome:
4/5 users click on chat
Observable outcome:
Users spot the chat when they
first skim the page
We will know that the
hypothesis is true if...
2 hours for designing the prototype
5 hours for interviews & synthesis