User interviews
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User interviews help uncover underlying user needs by allowing you to understand the user's perspective and experience. It is important to earn the user's trust by being transparent about your intent, asking open-ended questions without assumptions, and attending to both verbal and nonverbal cues. Asking follow up "why" questions can help reveal the user's deeper motivations, concerns, and pain points.
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User journeys describe how a user moves through time and space and experiences different interactions and information along the way. It focuses on what the user is trying to achieve and identifies frustrations and opportunities. To create a user journey, select a user to understand and observe them in their routines. Map out a timeline of their observed activities, places visited, interactions and information accessed. Interpret what the user is trying to achieve at each step and describe their high points and pain points to identify needs and insights.
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Robert Neimeyer & Angela Pfeiffer
1. Avoidance of Strong Feelings – Diverting discussions away from powerful, intense
emotion and toward a more abstract or intellectualized exchange. These responses keep
interactions on a purely cognitive level and prevent exploration of the more profound
feelings of distress, which may hold the key to successful treatment. Do not retreat to
professionalism, advice-giving, or passivity when faced with intense depression, grief, or
fear.
• Do not analyze and ask why they feel that way.
• USE empathy! “With all the hurt you’ve been experiencing it must be impossible
to hold those tears in.”
• Tears and sobbing are often met with silence of tangential issues instead of
putting into words what the client is mutely expressing: “With all the pain you’re
feeling, it must be impossible to hold those tears in.”
• “I don’t think anyone really cares whether I live or die.” Helpers often shift to
discussing why/asking questions as opposed to reflecting emotional content.
2. Superficial Reassurance – trivial responses to clients’ expressions of acute distress and
hopelessness can do more harm than good. Rather than reassuring clients, these responses
risk alienating them and deepening their feelings of being isolated in their distress.
• Attempts to emphasize more positive or optimistic aspects of the situation: “But
you’re so young and have so much to live for!”
• Premature offering of a prepackaged meaning for the client’s difficulties: “Well
life works in mysterious ways. Maybe this is life’s way of challenging you.”
• Directly contradicting the client’s protest of anguish: “Things can’t be all that
bad.”
3. Professionalism – Insulating or protecting by distancing and detaching from the brutal,
exhausting realities of clients’ lives by seeking refuge in the comfortable boundaries of role
definition. The exaggerated air of objectivity/disinterest implies a hierarchical relationship,
which may disempower the client. Although intended to put a person at ease, this can come
across as disinterest or hierarchical. Empathy is a more facilitative response.
• “My thoughts are so awful I could never tell anyone” is often met with, “You can
tell me. I’m a professional” as opposed to the riskier, empathic reply.
4. Inadequate Assessment of Suicidal Intent – Implicit negation of suicide threat by
responding to indirect and direct expressions of risk with avoidance or reassurance rather
than a prompt assessment of the level of intent, planning, and lethality. Most common
among physicians and master’s level counselors – due to time pressures, personal theories
or discomfort with intense feelings.
• What they’ve been thinking, For how long, Specific plans/means, Previous
attempts
1
• “There’s nowhere left to turn” and “I’d be better off dead” should be met with
“You sound so miserable. Are y.
Question 2 assesment 9 l2 ca
THE VALUE OF A SMILE
It costs nothing but creates much. It enriches those who receive, without impoverishing those who give.
It happens in a flash, and the memory of it sometimes lasts forever.
None are so rich that they can get along without it. And none so poor but are richer for its benefits.
It creates happiness in the home, and fosters goodwill in business.
Yet it cannot be bought, begged, borrowed or stolen. It is something that is no earthly good until it is given away.
If at some time you meet someone who fails to give you a smile, may i not ask that you give one of your own?
For none needs a smile so much as those who have none to give.
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THNK Innovation Flow Toolkit 2018
The Innovation Flow Toolkit, produced by Berend-Jan Hilberts, is a manual for creating breakthrough vision and big ideas.
Random force
The document discusses a technique called "random force" that aims to spark original ideas. It works by forcing a connection between two dissimilar things in order to provoke fresh perspectives. The method involves randomly selecting a word and considering its attributes, then using those attributes to solve a creative question in original ways. This encourages thinking beyond normal patterns to generate new ideas where none previously existed.
Neue kombinationen
The document discusses generating new concepts and ideas by combining elements from leading edge start-ups. It recommends taking a creative question and combining 2-3 building blocks like functions and features from start-ups into promising new concepts. For example, combining game mechanics and personalizing to enhance street safety. Participants are then asked to sketch 5 ideas on how to solve the creative question using the selected building blocks. The ideas are then discussed, improved and captured.
Force fields
Force fields analysis summarizes the dynamics between users and stakeholders to uncover insights and user needs. It focuses on the entire system, mapping out the interrelationships between people and objects. Key aspects that are mapped include the value exchanges, conflicts, and emergent behaviors that influence the whole system. This reveals important clues about motivations, intentions, needs, as well as vulnerabilities and opportunities.
Facts & figures
1. The document discusses collecting data to dispel myths, discover surprise opportunities, and surface weak signals.
2. It recommends making an issue tree to direct research, compiling 100 pages of rich visual data from various sources, and looking for freely interpretable data like blogs.
3. When using the fact pack, the document suggests browsing for weak signals, surprises, and contractions, drawing inferences from findings to avoid paralysis and capture surprising insights.
Expert interviews
The document provides guidance on conducting expert interviews. It recommends probing and carefully listening to experts for fresh insights, and aspiring to co-create with them. Key pointers include releasing your own agenda, only asking questions you don't know the answer to, engaging with experts by showing real interest, preparing by identifying knowledge gaps, asking for underlying rationales and beliefs, being open to surprises, checking for understanding and opportunities to co-create. Expert interviews can help familiarize yourself with a topic, bridge knowledge gaps, and reveal unchallenged beliefs, with the potential to turn an expert into an ambassador or co-creator.
Empathy map
An empathy map helps understand user needs by synthesizing clues about a user's words, actions, thoughts, and feelings. The empathy map has four quadrants for what the user says, does, thinks, and feels. Researchers collect quotes and observations to populate the "say" and "do" quadrants, then interpret the user's potential thoughts and feelings based on these. Examining any surprising, contradictory, or intriguing insights leads to articulating the underlying user needs.
Creative question
The document provides guidance on formulating a compelling creative question to help generate new ideas. It recommends narrowing, broadening, or deepening the original brief into a question that begs to be answered. The creative question should leverage insights from research and articulate a more relevant way to look at the problem. It should paint the contours of a "solution space" to springboard many new ideas and get to the real problem or system to be disrupted. Examples are provided on how to structure the question using a formula and find the right level of abstraction to stimulate creativity without being too broad or narrow.
Bright stars & solar systems
The document describes a process for ranking, picking, and remixing ideas to identify the most promising and impactful one. It involves filtering concepts generated to separate good, bad, and mediocre ideas. The ideas are then plotted on a 2x2 matrix based on their likelihood of success and breakthrough impact. The most appealing idea in the "Bright Stars" or "Wild Cards" category is selected as the central idea. This idea is then developed further by incorporating complementary concepts from the matrix to make the central idea stronger.
Brain sketching
Brain sketching is a technique where individuals quickly sketch out their initial ideas on paper in silence to leverage the creative parts of the brain associated with images rather than words. This allows introverted people space to generate ideas without interruption and recognizes that more ideas are created individually than in groups. The key steps are to consider a creative question, sketch 6 initial ideas within 5-10 minutes using minimal words, and then share the sketches with a team to build upon the initial ideas.
Analogies for inspiration
This document discusses using analogies to generate fresh ideas and inspiration. It recommends considering a creative question and then thinking of a familiar context where a similar question has been successfully addressed, such as in sports, nature, hobbies or work. An example is provided of an engineer realizing that a kingfisher bird breaks the water surface without creating ripples. Elements that made this successful, such as the beak shape and speed, are then applied to the original creative question to spark new ideas. The document encourages lateral or non-logical thinking through analogies to jumpstart inspiration.
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Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
➒➌➎➏➑➐➋➑➐➐ Satta Matka Dpboss Matka Guessing Indian Matka
➒➌➎➏➑➐➋➑➐➐ Satta Matka Dpboss Matka Guessing Indian Matka
MECE (Mutually Exclusive, Collectively Exhaustive) Principle
MECE (Mutually Exclusive, Collectively Exhaustive) Principle
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
User interviews
- 2. WHEN NEEDED RATIONALE USER INTERVIEWS Helps to familiarize yourself with the topic from a user point of view Allows you to zoom in on the user’s experiences, issues and questions Gives you the opportunity to listen for underlying rationale, motivations, needs and concerns of the user I want to know what more the user has to say about this I want to know how the user feels I need to understand the user’s underlying motives 2
- 3. ESSENCE POINTERS USER INTERVIEWS Earn the trust of the user to jointly explore and articulate user needs Explain your intent; be honest and transparent Ask very open (vs. closed) questions; avoid any upfront assumptions E.g., do not ask “how does economic crisis impact you” - instead ask: “what possible crises appear in your life?” Attend to the ‘whole person’: listen to words, but as importantly, register body language and emotions Earn trust by taking the user serious, acknowledging emotions, holding back judgment. Do not sympathize - it will bias interview results Ask consecutive WHY questions to uncover underlying rationale, beliefs and pain points 3