JANUARY 2016 USER RESEARCH
JANUARY 2016
USER RESEARCH
WE ARE THE DIGITAL AND DESIGN COMPANY FOR PUBLIC SERVICES.
United Kingdom
Surrey Staffordshire Wakefield Bolton Bristol West Sussex Wigan York Islington Barnet Homes Somerset Tameside Dorset Essex Camden
Australia
Municipal Association of Victoria Family and Community Services, New South Wales
Selected clients
Our team
Design and user research go hand in hand
User research + Data analysis + Horizon scanning + Organisational drivers
Viability
Does it meet the organisations needs?
How to develop good services and products?
FeasibilityCan we do this?
DesirabilityDo users want this?
How to develop good services and products?
Viability
Does it meet the organisations needs?
FeasibilityCan we do this?
The design process
If you asked a designer
DISCOVER DEFINE DEVELOP DELIVER
Speak to members of the public and professionals to understand what their needs are.
Based on the gained insights, define the problem you want to focus on solving.
Develop ideas & prototypes which respond to existing user needs in collaboration with service users.
Implement a pilot version to learn from before thinking of scaling.
What is user research?
What is user research?
Speaking to users to identify their needs
Why do user research?
• It creates empathy. • It helps to understand the
problem we are trying to solve so we don’t spend time solving the wrong problem.
TEXT
HOW IT FITS IN WITH THE RESTISN’T THAT EXPENSIVE?
ITS LESS EXPENSIVE THAN CREATING SOMETHING PEOPLE DON’T WANT OR CAN’T USE.
User research means asking questions like….
Describe a typical week How did it feel when… What does ‘me time’ mean to you? How do you feel about change? When do you feel healthy?
It’s not feedback or a consultation It’s not quantitative
User research
Who is this user?
• male • born 1948 • raised in Great Britain • married • successful • wealthy • two children • likes dogs and holidays in the Alps
Source: This is Service Design Thinking. Stickdorn & Schneider, 2010
Market Research
What people say What people will buy Large sample sizes Broad insights
User Research
What people do How people use a product / service Small sample sizes Deep, focused insight
What does user research look like?
Guerrilla style
Over the phone/remote
Ethnographic research to understand citizens
Ethnographic research
What people say and do is different
Shadowing service providers
Diary studies
Making sense of what we hear, see and learn about users
Understanding the problem: analysing and interpreting user research
TEXT
HOW IT FITS IN WITH THE RESTBEXLEY SEN USER RESEARCH
Bexley SEN User Research
Choosing our users
FOR GREAT IDEAS GO DEEP – NOT WIDE
!
Bexley SEN User Research
Defining our questions
Things we want to know:
•Appetite for independence •Barriers and enablers to becoming more independent
•Relationship to council and other services
Bexley SEN User Research
Planning how to capture research
Bexley SEN User Research
Conducting research
Paired researchers 1 hour interviews People’s homes
Bexley SEN User Research
Analysing and pulling out insights
Bexley SEN User Research
Analysing and pulling out insights
Bexley SEN User Research
Present findings meaningfully
Process
1. Choose your users
2. Define your questions
3. Plan how to capture research
4. Conduct
5. Analyse and pull out insights
6. Present findings meaningfully
TEXT
HOW IT FITS IN WITH THE RESTLETS TRY IT OUT NOW!
TEXT
HOW IT FITS IN WITH THE RESTHOW CAN WE IMPROVE PEOPLE’S JOURNEYS INTO WORK?
1. Get into pairs
2. Work together and note down
what you want to find out from
another pair
3. Carry out your research on
another pair for 5 mins, and
then swap for another 5 mins
4. Share your findings with the
room
Now
5 mins
10 mins
15 mins
The 5 things we want to find out The questions we’ll ask to find these things out
1
2
3
4
5
E.g people’s normal routines E.g How did you get to work today?
TEXT
HOW IT FITS IN WITH THE RESTRESOURCESEthnography https://www.gov.uk/service-manual/user-centred-design/user-research/ethnographic-research.html
Video ethnography http://designingwithpeople.rca.ac.uk/methods/video-ethnography
Empathy mapping https://dschool.stanford.edu/wp-content/themes/dschool/method-cards/empathy-map.pdf
Service Safari https://www.hvcollege.com/documents/technology/ServiceSafariActivity.pdf
Contextual interviews http://www.usability.gov/how-to-and-tools/methods/contextual-interview.html
Shadowing http://designresearchtechniques.com/casestudies/shadowing/
Diary studies http://www.eriontheinterweb.com/2011/07/the-dos-and-donts-of-diary-studies/
Consent forms http://www.gre.ac.uk/research/rec/participant-consent-form