Slides from the two-day UX Poland Workshop on what is and how to do user research by Matt Lee and Dan Maccarone

1. 04 • 21 • 2015
UX Poland 2015 | #charmingresearch
User Research Workshop

2. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2015 Charming Robot LLC. All rights reserved.
WHO ARE WE?
2
USABILITY RESEARCH
WORKSHOP
Matt Lee Dan Maccarone
@DanMaccarone@MLeeConsulting
Hear us both talk about UX/User Research on this podcast:
storyinabottle.charmingrobot.com

3. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2015 Charming Robot LLC. All rights reserved.
WHAT WE WILL DO DAY 1
3
9:30am - 10:15am
10:15am - 11:15am
11:15 - 11:30pm
11:30pm - 11:45pm
12:00pm - 4:30pm
5:00pm - 5:30pm
Part 1: The Why, Who, and What of User Research
Part 2: The Interview: Plan, Process, & Practice
Break
Part 3: Team Creation: Teams and planning
Part 4: Let’s RESEARCH
Part 5: Feedback: Day 1 learnings and questions
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

4. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2015 Charming Robot LLC. All rights reserved.
WHAT WE WILL DO DAY 2
4
USABILITY RESEARCH
WORKSHOP
9:30am - 10:30am
10:30am - 2:30pm
2:30pm - 4:30pm
4:30pm - 5:00pm
5:00pm - 5:30pm
—-
Part 6: Findings: Drawing Conclusions & Taking Action
Part 7: Team Analysis
Part 8: Presentations
Part 9: Feedback and Outcomes
Part 10: Q & A
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

5. PART 1
The Who,Why, & What of User
Research

6. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHAT WE’LL COVER
‣ Why research matters
‣ Choosing the right research for your goals
‣ When should you do research?
‣ Identifying who you should talk to
‣ Developing a screener
‣ Recruiting
6
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

7. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHY RESEARCH MATTERS
7
USABILITY RESEARCH
WORKSHOP
YOU ARE NOT THE
USER
99.9% of the time
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

8. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHY USER RESEARCH MATTERS
‣ Develop understanding & empathy for customers
‣ Dispel assumptions that team may have and replace with facts and data
‣ Reveal new opportunities
‣ Unearth unknown problems
‣ Help support hypothesis about customers & their needs
8
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

9. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
THE RESEARCH PROCESS
‣ Opportunity
‣ Validate
‣ Internal conflict
9
USABILITY RESEARCH
WORKSHOP
IDENTIFY GOALS WHO TO TALK TO CHOOSE METHOD DO RESEARCH SYNTHESIZE
FINDINGS
1 - 2 WEEKS 2 - 3 WEEKS 2 - 3 WEEKS 1 - 2 WEEKS
‣ Screeners
‣ Recruiting
‣ Incentives
‣ Discussion guide
‣ Create test cases
‣ Interviews
‣ Logistics
‣ Best practices
‣ Analysis
‣ Insights
‣ Reports
‣ Presentations
‣ Concepts
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

10. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHEN IS RESEARCH DONE?
‣ Considering new market opportunities
‣ Evaluate features already in market
‣ When internal teams are not aligned on features & priorities
‣ Research should be a continuous part of your process
10
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

11. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
MAPPING RESEARCH TO PRODUCT
DEVELOPMENT
11
USABILITY RESEARCH
WORKSHOP
PRODUCT
STRATEGY
EXPERIENCE &
VISUAL DESIGN
TECHNOLOGY
DEVELOPMENT
‣ Concept testing
‣ Prototype testing
‣ Competitive analysis
‣ Market analysis
‣ Stakeholder interviews
‣ Usability Tests
‣ Analytics Review
‣ A / B Tests
‣ Heat mapping
‣ Eye tracking
‣ Guided exploration
‣ Unguided exploration
‣ Surveys
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

12. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
TYPES OF RESEARCH
‣ Ethnographic research
‣ Stakeholder interviews
‣ Competitive analysis
‣ Usability testing
‣ Usage analytics
12
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

13. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
ETHNOGRAPHIC RESEARCH
‣ Understand people in the context of their normal environments
‣ Observe how digital and physical factors co-create an experience
‣ More exploratory in nature; focused on the why of behavior
‣ Conducted in the field (at home or office)
‣ Conducted on the individual’s own devices
13
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

14. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
STAKEHOLDER INTERVIEWS
‣ Shed light on beliefs which influence company thinking
‣ Pinpoint where teams disagree internally
‣ Understand goals and priorities of each department / stakeholder
‣ Provide insight into who will be best collaborators
‣ Identify what’s been tried in the past; what worked; what didn’t work
‣ Understand what internal biases teams have
‣ Figure out what other products are influence int he teams; what are their “mentor sites”
14
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

15. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
COMPETITIVE ANALYSIS
‣ Assess common themes within the industry
‣ Understand table-stakes features users would expect as the bar of the experience
‣ Identify opportunities that are not being met in the industry
‣ Acknowledge new features that may require user education / behavior change
15
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

16. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
USABILITY ANALYSIS
‣ Understand why people do what they do within the product
‣ Insight into motivations, fears, goals of the customer
‣ Identify how site messaging & brand impacts usage
‣ Identify how site performance impacts brand & usage
‣ Various levels of formality (lab tests vs casual conversations)
16
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

17. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
USAGE ANALYTICS
‣ Understand what people are doing
‣ Quantitative analysis of how people use the product
‣ Identify behavior patterns
‣ Visualize common navigation paths
‣ Understand conversion funnel effectiveness
‣ Observe how changes to the product affect KPI’s over time
17
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

18. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
CHOOSING THE RIGHT RESEARCH FOR
YOUR GOALS
‣ Different types of research lend themselves to different goals, budgets, & timelines
‣ Products not yet in market require more quantitative research, unearthing, hypothesis validation
‣ Products already in market require more qualitative research, analysis, and guided tests
‣ If there is internal friction; research can help bring focus back to the actual user
‣ Helps internal departments operate on a common set of assumptions & hypothesis
18
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

19. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
SCREENERS: IDENTIFYING WHO YOU
SHOULD TO TALK TO
‣ Designed to identify people who meet your criteria
‣ Incentivize them to participate
‣ Complexity of screener depends on type of recruiting you do
‣ Quality of your recruits depends on quality of your screener
‣ Don’t underestimate the time to create a good screener
19
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

20. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
ANATOMY OF A
SCREENER
‣ Very formulaic and linear
‣ Series of yes / now and multiple choice
questions with response logic
‣ Identify which unmet criteria result in
termination
‣ Acceptance criteria indicated to screener
20
USABILITY RESEARCH
WORKSHOP INTRODUCTION
CRITERIA
INVITATION TO PARTICIPATE
If the person did not meet all the criteria.
Confirm interview time, date, & incentive.
TERMINATION
If the person did not meet all the criteria.
question
question
question
question
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

21. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WEEDING PEOPLE OUT / DISQUALIFYING
FACTORS
‣ Similar to jury selection; goal is to eliminate outliers
‣ Industry trends: does person use relevant products?
‣ Outlier factor: does person have extreme views on privacy, etc?
‣ Insider factor: is person too close to the industry or product?
‣ Bitter experience: is person tainted from a previous bad experience?
‣ Ability to communicate: can they speak their ind, will they be a good talker?
‣ Terminating with grace: If someone doesn’t meet criteria, end screener eloquently
21
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

22. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
TYPES OF QUESTIONS FOR A SCREENER
22
USABILITY RESEARCH
WORKSHOP
Biographical Digital Behavior Industry & Product
‣ Age
‣ Gender
‣ Income level
‣ Lifestyle
‣ Education
‣ Type of job
‣ Location
‣ Hours online
‣ Usage of social
media
‣ Usage of major
sites
‣ Type of internet
provider
‣ Familiarity of
major sites
‣ Familiarity of
topic
‣ Importance of
topic in their life
‣ Familiarity of
product / brand
‣ User type (new,
potential, loyal,
etc
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

23. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
SNAPSHOT OF A SCREENER
23
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

24. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
RECRUITING: HOW TO FIND
PARTICIPANTS
Traditional
‣ Professional recruiting firms
‣ In house recruiting teams
24
USABILITY RESEARCH
WORKSHOP
Non-traditional
‣ Friends, family, social networks
‣ Craigslist
‣ Existing users who you have relationships with
‣ New visitors who you reach out to
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

25. PART 2
The Interview: Plan, Process, &
Practice

26. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHAT WE’LL COVER
‣ Planning your discussions
‣ Tips for creating a discussion guide
‣ Why tone matters
‣ Observing body language and behavior
‣ An example interview
‣ What not to do
‣ Logistics tips
26
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

27. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
PLAN: THE DISCUSSION GUIDE
‣ Detailed outline of what will happen in the interview
‣ Designed to ensure all questions are captured
‣ Tool to confirm stakeholder needs are being met
‣ Create a conversation with participant
‣ Not intended to be a script; don’t need to ask in order
‣ Familiarize, but don’t memorize questions
‣ Flexible & iterative; could adjust from participant to participant
27
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

28. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
ANATOMY OF A
DISCUSSION GUIDE
‣ Participant background and understanding
their day to day life; technology basics; and
the role the Internet plays in their life
‣ Experience and knowledge of the industry
and product at hand (if product is being
revealed to them).
‣ Guided tests; having user try and do specific
pre-defined tasks while being observed and
talking through why they make the choices
they make
28
USABILITY RESEARCH
WORKSHOP INTRODUCTION
Thanks, preamble, length, topic.
PARTICIPANT BACKGROUND
- Day to day lifestyle
- Technology basics
- Social web presence
SUMMARY & CLOSE
Thank them, let them know any follow up and when
they can expect payment.
MAIN TOPIC & INDUSTRY
- Industry knowledge / interest
- Product explanation
- Guided exploration (brand, trust, etc)
- Unguided exploration (tasks & tests)
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

29. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
DISCUSSION
GUIDE:
BEHAVIOR
QUESTIONS
29
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

30. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
DISCUSSION
GUIDE:
PRODUCT
USAGE
30
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

31. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
GUIDED & UNGUIDED PRODUCT
EXPLORATION
Guided
‣ Direct user to specific parts of product
‣ Insight into trust, perception, value, rand
Unguided
‣ Pre-determined scenarios & tests
‣ Designed to test key user flows, screens, and interactions
‣ Provide key anecdotes for findings & reports
‣ Importance of doing these tests yourself beforehand 31
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

32. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
THE INTERVIEW: TIPS & TECHNIQUES
32
USABILITY RESEARCH
WORKSHOP
‣ Ask open ended questions that get people to tell their stories
‣ At all costs, avoid yes / no questions
‣ Try not to suggest answers for the participant; don’t lead them
‣ Don’t be afraid of silence or pauses (it’s their thinking time)
‣ Get people to elaborate by following up with one of the 5 W’s
‣ Play dumb; get the participant to educate you
‣ Paraphrase what you heard
‣ Be aware of your body language (lean in, nod, etc)
‣ Practice mirroring to make them feel comfortable
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

33. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
DEMO INTERVIEW: 1 ON 1
33
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A
Have respondent introduce himself / herself to get comfortable and share basics.
‣ Describe a week in the life: what are the main activities, how do you spend your time,
what are the things you’re planning for in the future
‣ What are your personal hobbies or interests?
‣ How much would you say you use the internet? Where do you normally access it?
‣ What do you do when you first sit down to your computer? When you first open your
browser?
‣ Are there specific websites that you use all the time? For fun? For work? Which do you
like the best and why? How did you learn about these sites?
‣ Do you subscribe to any pay services online? (premium content, tools, games, music,
etc.) Why or why not?
‣ When and how do you tend to use your devices?
‣ What applications do you use most often on your phone and/or tablet device? What are
the 3 applications you use the most?
‣ What is the latest application you downloaded?
‣ Did you pay for any applications? How much did you pay? Did it bother you to have to
pay for them?

34. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
INTERVIEW: LOGISTICS TIPS
34
USABILITY RESEARCH
WORKSHOP
‣ Have two people (1 male / 1 female) conduct the interview
‣ Record the interview (with permission)
‣ Consider noise level when choosing location for interview
‣ Have guide on an iPad or laptop (papers = loud / fidgeting)
‣ Have one person take notes so they can record non verbal findings (mouse & eye movement)
‣ Take their photo (with permission)
‣ Minimize distractions (turn off devices, don’t be hungry, etc)
‣ Allow for transit time / directions ahead of time
‣ Setting expectations / dealing with no shows
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

35. PART 3
Team Creation: Teams and Planning

36. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
Teams and planning
36
USABILITY RESEARCH
WORKSHOP
‣ Break into 4 person teams
‣ Start planning out the research
‣ Create sets of partners to conduct interviews
‣ Choose which set of partners will interview which hotels
‣ Plan your schedules for each destination
‣ Limit your interviews to 45 minutes max

37. PART 4
Let’s RESEARCH
Matt: +1 808 721 5050
Dan: +1 917 553 4396

38. PART 5
Feedback: Day 1 learnings and
questions

39. PART 6
The Findings: Drawing Conclusions and
Taking Action

40. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2015 Charming Robot LLC. All rights reserved.
WHAT WE WILL DO DAY 2
40
USABILITY RESEARCH
WORKSHOP
9:30am - 10:30am
10:30am - 2:30pm
2:45pm - 4:00pm
4:00pm - 4:30pm
4:30pm - 5:00pm
Part 6: Findings: Drawing Conclusions & Taking Action
Part 7: Team Analysis
Part 8: Presentations
Part 9: Feedback and Outcomes
Part 10: Q & A
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

41. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHAT WE’LL COVER
41
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A
‣ How to establish your findings
‣ Mapping findings to themes
‣ Supporting findings with quantitative data
‣ Tips for presenting your findings
‣ What to avoid

42. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHEN TO START CONNECTING THE DOTS
42
USABILITY RESEARCH
WORKSHOP
•Identifying themes
•Schools of thought
•Between each interview (conversation what we heard)
•Key standout quotes
•Adjust discussion guide
•Patterns after x interviews (adjust guide w/ not agenda)
•Rough headlines for presentation deck
•Don’t worry about being wrong (contradictions, etc)
• Findings don’t always have to be opportunities; could be dissonance
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

43. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
FINDINGS: WHAT WE HEARD
43
USABILITY RESEARCH
WORKSHOP
•Remind people of the goals
•Recap participant criteria, location, number, length
•Recap research methods & techniques
•Recap who conducted the research
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

44. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
FINDINGS: WHAT WE LEARNED
44
USABILITY RESEARCH
WORKSHOP
‣ Identify themes, observations, and learnings
‣ Have a definitive point of view (e.g.. no vague statements)
‣ Break findings up into key sections:
‣ General user lifestyle, industry, & technology habits
‣ Industry specifics
‣ Product / website specifics
‣ Include actual quotes from participants
‣ Include screenshots to illustrate UX problem areas
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

45. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
FINDINGS: RECOMMENDATIONS
45
USABILITY RESEARCH
WORKSHOP
‣ Include specific suggestions for quick win changes
‣ Identify parts of the experience where A / B testing could be done
‣ Identify key screens and user-flows to prioritize
‣ Identify follow up research suggestions
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

46. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHAT DO FINDINGS LOOK LIKE?
46
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

47. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHAT DO FINDINGS LOOK LIKE?
47
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

48. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
WHAT DO FINDINGS LOOK LIKE?
48
USABILITY RESEARCH
WORKSHOP
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

49. PART 7
Team Analysis: 10:30 - 14:30

50. PART 8
Presentations

51. PART 9
Feedback and Outcomes

52. PART 10
Q&A

53. This material contains confidential and proprietary information
of Charming Robot LLC and may not be reproduced, distributed
or disclosed, in whole or in part, without its express consent.
©2014 Charming Robot LLC. All rights reserved.
RESOURCES & BOOKS
53
USABILITY RESEARCH
WORKSHOP
Books
‣ Interviewing Users
‣ Mental Models
‣ Just Enough Research
Software & Tools
‣ CrazyEgg
‣ ChartBeat
‣ UserTesting.com
‣ Ethn.io
‣ Intercom.io
‣ Pear Note
THE WHO, WHY, &
WHAT
THE INTERVIEW
THE FINDINGS
Q&A

54. THANK YOU.
PLEASE STAY IN TOUCH:
Matt Lee Dan Maccarone
@DanMaccarone@MLeeConsulting
mleeconsulting@gmail.com dan@charmingrobot.com