Field Research for User Experience 1 14 October 2011 @dgcooley #edUiconf Danielle Gobert Cooley @dgcooley
Field Research for User Experience
Introduction to User Experience Methods
1 14 October 2011 @dgcooley #edUiconf
Danielle Gobert Cooley @dgcooley
About me
• 12 years as user researcher/usability specialist
• BE, Biomedical & Electrical Engineering
• MS, Human Factors in Information Design
• Selected Employers & Clients
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@dgcooley
About User Research Techniques
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Please Remember
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The purpose of these techniques is to
inform your design.
They are not validation methods.
Let Me Repeat That
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The purpose of these techniques is to
inform your design.
They are not validation methods.
You Are Not Your User
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YOU
NOT YOU
You Don’t Want to End Up With This
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Why Field Research?
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Types of User Research
• Field Studies
• Usability Testing
• Surveys
• Focus Groups
• Card Sorting
• Tree Testing
• Journaling
• Analytics Analysis
• A/B Testing
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Does your lab look like this?
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http://www.rohdesign.com/weblog/archives/000516.html
2 clocks
3 terminals
fun desk toys
Or this?
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bare walls
annoying closet door
dining chair printer in cabinet
annoying desk door
-baby rattle -gerbera daisy seeds -1.5L water bottle
annoying keyboard tray
Inconveniently-located trash
can
Or this?
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feather boa
three coffee cups
family photos
PC
Or this?
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Field Research vs. Other Methods
Qualitative Quantitative Inexpensive Easy to
Implement Observational Contextual
Focus Groups
?
Surveys Usability Testing
Journaling ?
Field
Studies
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Types of Field Research
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Formal Contextual Inquiry
• Part 1 – The conventional interview
• Part 2 – The transition
• Part 3 – The contextual interview proper
• Part 4 – The wrap-up
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1998
2005
Remote Contextual Inquiry
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http://miupa.org/events/how-remote-contextual-inquiry-got-us-up-close-with-users/
http://www.boxesandarrows.com/view/remote_contextual_inquiry_a_technique_to_improve_enterprise_software
On-Site Usability Testing
• Conducted at participant’s workstation
• Provides some environmental context
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Conducting Field Research
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The Usual Rules Apply
• Get written consent for anything you do
• Ask open-ended questions
• Minimize bias
• Build trust
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Practical Challenges
• Scheduling issues
• Productivity concerns from management
• Site security
• Rules about photos and videos
• Getting there
• Considerable additional pre-planning required
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Collect Artifacts
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Take photos.
Record videos.
Make copies.
Analyzing Results
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There Will Be Notes.
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There will be a LOT of notes.
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Notes collected during one hour of
observation.
Start Visualizing Findings
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Work
Distractions
(14)
(19)
Reporting Findings
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The Usual Rules Apply
• Provide a concise summary.
• Explain your methodology.
• Share both positive & negative findings.
• Provide visual explanations whenever possible.
• Protect your participants’ anonymity.
• Include your artifacts!
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Include Artifacts
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“Cheat sheet” of mainframe
codes. The Financial Assistants
“rarely use” the systemand
need a reference when dealing with the home office. (B22)
One Financial Consultant kept an
extensive list of home office
personnel he had spoken to about
various matters. Each folder includes people’s names, their
extension, and comments about
how helpful or unhelpful they were
when the FC spoke with them. (B8)
Include Artifacts
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The Financial Consultants, particularly those in Manhattan, care about projecting an image of absolute excellence. Clients visiting one office (B25) are seated in a specific location so they can see…
…that, no
matter what,
the market
goes up.
… the FC’s
many
diplomas,
certifications, and honors.
… an organized set of
files containing the
necessary forms for
various products.
… any hustle and
bustle in the office
to convey that
we’re busily working on
earning people
money.
Include Artifacts (e.g., Workflow Processes)
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(HO3) The follow-up process for problem
accounts/issues is very cumbersome and paper-intensive. There isn't an efficient
systematic process for reconciling issues.
The current process relies on the <company> resource to "remember" to go through these
folders with some frequency, send follow-up
wires (which may or may not be
acknowledged in a timely manner), and try
to reconcile the issue.
Note the names on the folders:
•Pending OK to Trades (Accts in date read order, need them by Acct # order)
•*IMPORTANT* Daily Immediate Follow Up
•Need Sign-off from Money Manager (Accts in
date read order, need them by Acct # order)
•Problem Follow up
Two items in the far background:
•MGR Index - This hardcopy of about 50+
pages is held together by a binder clip
and contains information/instructions
from the corporate intranet, along with personal emails and other artifacts on how to
handle certain situations. The emails and
artifacts are peppered with hand-written
notes.
•Select Advisor Account Checklist
Include Artifacts
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3 different teams showed us their homemade instructions or checklists for setting up fee-based accounts.
Include Artifacts
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Explain Things Visually
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YAY! A book!
Loved it!
Leave Here Knowing That…
• …you are not your user.
• …what users do is very different from what they say they do.
• …people don’t work the way they “should.”
• …context is HUGELY important in people’s work.
• …YOU can do field research!
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(And it’s fun!)
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Additional Resources
Questions? Ask Me!
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http://edUiFieldResearch.notlong.com/
@dgcooley
linkedin.com/in/dgcooley
dgcooley.com