2019使用者研究實務研討：從研究到落地，我們與用戶的距離 講者：王庭萱 Ting Wang，悠識數位 使用者經驗研究員 時間：09:05-10:00 ● 研究員旅程圖 -研究員的研究執行 Journey Map -研究員的 Learning Map ● 研究員利害關係人分析 -與甲方客戶的關係 -與受訪者的關係 -與工作夥伴的關係 ● 回歸研究員自身 -跳脫-抽離-反思 -回到自身

1. — User Researcher
Journey Map
Dec 05
2019
Ting

2. Outline
Personal Background
01
Research Journey Map
02
User Researcher Stakeholder Analysis
03
Research Learning Map
04
Researcher-centered Design
05

3. Personal Background

4. Facts about me
4
User Experience Researcher / UserXper
/
Ting Wang
UX Research UX Design
Urban Sketching

5. UX
5
• (
)
• (
)
• ( )
(61%) (14%) /
•
•
•
•
•
•
•
•
•
UX Research UX Design

6. 6
UX Research

7. 7
UX Researcher

8. UX Researcher
8
RESPONSIBILITIES
• Work closely with product teams to identify research topics
• Design studies that address both user behavior and attitudes
• Generate insights that both fuel ideation and evaluate designs
• Conduct research using a wide variety of qualitative methods
and a subset of quantitative methods, such as surveys
• Work cross-functionally with design, product management,
content strategy, engineering and marketing
• Communicate results and illustrate suggestions in
compelling and creative ways

9. 9
UX Researcher

10. 10
→
Gap ? ?
Research Journey Map

11. Research Journey Map

12. Research Journey Map
12

13. Research Journey Map
13

14. —
14
(kick-off)

15. —
15

16. —
16
Debrief
Pilot
prototype

17. —
17
Affinity Diagram KJ

18. 18

19. 19
UX Research

20. 20
• Design Thinking
•
• :
-
-
-

21. 21
(What)

22. 22
01 02 03
• A
• A
• A
• PC/Mobile
• P
• P
• P
• A
•
• P
• A
• A
ACoach
WHAT I DO

23. 23
01 02 03
• A
• A
• A
• PC/Mobile
• P
• P
• P
• A
•
• P
• A
• A
ACoach
WHAT I DO
Align research goals
with stakeholders’ goals.

24. 24
01 02 03

25. 25
(APP Web
)

26. 26

27. 27
• PILOT 404 error
•
• 3 36
!

28. 28

29. 29
Web
APP
Branch
Bank
Line@
Chatbot
Email
Action 1 Action 4Action 2 Action 3
Web
Web Web

30. 30
Web
APP
Branch
Bank
Line@
Chatbot
Email
Action 1 Action 4Action 2 Action 3
Web
Web Web
fire

31. 31
• →
WHAT WE DO
•

32. 32
01
02
03
04

33. —
33
•
APP "
• 404 error #
•
$
• Focus Group
☺

34. 34
-
WHAT I DO
•
•
•
•

35. 35
AFFINITY DIAGRAM
1.
• P1 ( ... )
• P2 ( ... )
2.
• - A (P1 P3)
•
•

36. —
36

37. 親合圖歸納

38. —
38

39. —
39
WHAT I DO
A
B C
H
I
J
D F
G
E
A
B
A B
AppWeb
1 2

40. 40
Communicate results and illustrate suggestions
in compelling and creative ways

41. 41

42. 42
wow
WHAT I DO

43. 43
1.
2. Debrief Debrief
3.
Debrief
WHAT I DO
APP

44. 44
ZOOM IN/OUT

45. 45
•
•
a-ha
•
•

46. 46
•
•
•
ZOOM OUT
APP
WHAT I DO
ZOOM OUT —
•

47. 47

48. 48
Think of users,
but beyond users.

49. User Researcher Stakeholder Analysis

50. 50

51. 51
•
•
•
•
•

52. 52

53. 53
O2O —
WHAT I DO
—

54. 54
1-2
•
- ( — — — )
-
•
-
-
-
1-2

55. Research Learning Map

56. Research Learning Map
56

57. 57

58. 58
role model
&

59. Researcher-centered Design

60. 60

61. 61
• /
• /
•
•
•
•

62. 62
Centered DesignHuman

63. 63
Centered DesignResearcher

64. Thanks for listening.
Keep in Touch : ting@userxper.com
slido.com #2019ur