open plans user testing workshop
DESCRIPTION
Introductory user testing & user research workshop for government staff & civic hackers, delivered at Thoughtworks in NYC on 4/23/14TRANSCRIPT
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Testing & User ResearchWorkshop
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Photo Credit: kaboodle.com
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“The best tool for resolving disputes within a
design team, for making design decisions based
on data rather than opinion, is sitting next to
someone who is a real person who wants to
accomplish something as they use your design to
do it.”
--Dana Chisnell, August 2, 2010
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Btw I’m Cyd Harrell
I’m UX Evangelist at Code for America
My favorite tools: empathy and duct tape
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Today’s Agenda
10:00-10:15: intros
10:15-11:30: core user research technique
11:45-12:30: your research set-up
1:30 - 2:45: recruiting participants
3:00 - 4:00: going beyond usability
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#1 Find out about the people who will use your thing#2 Align your core team around what you’re doing to do#3 Find out what your core team is up against in their work
Research
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The hardest two things about research:‣ providing the prompt‣ collecting the response
Oversimplification Alert
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The hardest two three things about research:‣ providing the prompt‣ collecting the response‣ getting everyone to buy in
Oversimplification Alert
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The hardest three four things:‣ getting the right participants‣ providing the prompt‣ collecting the response‣ getting everyone to buy in
Oversimplification Alert
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o.k. so a few things are hard
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Let’s jump right in
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What’s the latest with UX Research?
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WHAT’S DIFFERENT IN 2014
Source: Pew Internet and American Life Project, January 2014
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WHAT’S DIFFERENT IN 2014
Source: Knight Foundation Digital Access Update, February 2014
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TOOLKIT
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TOOLKIT
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REMEMBER!BEgraceful
When All Your
TECHNOLOGY
BREAKS
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uximresearch.tumblr.com
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Now we do a little experiment
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EXERCISE #1“Giraffe”
‣ 2 groups per table
‣ Pick one moderator and one participant
‣ 10 minutes of observation
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MODERATOR Instructions
Your participant has a sheet of paper and that’s it
Goal: find out what kind of physical task instructions work
Hint: ask them to give you a play by play of what they are doing
Try and follow along with your own paper
NO helping, even if you could.
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It’s A RACE
You only have 10 minutes to do this max.
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Surprises?
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Useful phrases 1the approach
“Hi, would you like to participate in a study today?”“I’m working to improve XXXX for citizens and I’m collecting feedback.”
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Useful phrases 2reassurance
“This isn’t a test of you, it’s a test of the system”“There are no right or wrong answers”“Positive and negative feedback is equally valuable”“Nothing you say is going to hurt my feelings”
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Useful phrases 3instructions
“I just need you to be yourself and act as you naturally would”“One little thing I’d like you to do differently is talk aloud as you use this today”
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Useful phrases 4,5,6,7keeping the conversation going
“mm-hm” “oh interesting” “sure, I hear you” “right” “ok” “uh-huh” (lather, rinse, repeat)
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Useful phrases 8probes
“Can you tell me a little more about that?”“When you did X a minute ago, can you tell me how you made that choice?”“Talk me through what happened there.”
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Useful phrases 9ratings
“If you had to give this a letter grade, you know A, B, C, D, F like we used to get in school, what would you give it?”
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Useful phrases 10self-explanatory
“Thank you so much, I really appreciate your taking the time to talk to me.”
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DESIGNINGUSER STUDIES
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FIND THE RIGHT PARTICIPANTSuximresearch.tumblr.com Photo Credit: Ed Yourdon
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Photo from blog post by Dustin Larimer http://www.dustinlarimer.com/design-management-summer-camp/
OFFER A TASK
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SCRIPT FOR CUSTOMIZATION
“Please look for a pair of pink pumps in your size.”
“Please look for a pair of shoes you’d like to buy”
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MODERATED must-haves
Consent
Tech set-up
The beef
De-installation
Thanks & incentive
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AUTOMATED must-haves
Expectation setting
Instructions
The beef
Thanks & incentive
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Photo from blog post by Dustin Larimer http://www.dustinlarimer.com/design-management-summer-camp/
STREAM & RECORD WHAT HAPPENS.
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BREAKPhoto Credit: Sorin Petcu
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Testing & User Research
Part 2: your set-up
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What’s New with Research Tools?
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Remote Design Research
Definition:
Research where the participant is not sharing physical space with the researcher.
% of qualitative research done remotely*
* Source: My wild guess
In personRemote (2008)Remote (2012)
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ScreenEasier
Sharing
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Awesome compared to this!
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PrototypeSo Many
Tools
Flinto
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Experience SamplingTask-driven
iOS & Android
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Mobile ClientSimultaneous
Website Testing
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WHOSE DEVICE?
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Photo Credit: groundsel, inju
Pro:‣ better context‣ more comfortable users
Con: ‣ extra installation time‣ less control
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Pro tips for working with users’ own phones:
‣ Have a backup iPhone and backup Android device on hand.
‣ Make a power strip part of your testing station
‣ Have chargers for all the phones you’re expecting
‣ Instruct participants to install necessary apps in advance, but leave time in case they don’t
‣ Adjust the screen brightness before you start each session
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Pro tips for offering lab devices:
‣ Have a backup iPhone and backup Android device on hand.
‣ Charge devices between every session.
‣ Remove passwords, lock screens, etc.
‣ Dry-run every aspect of the test, since you have the opportunity.
uximresearch.tumblr.com
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Physical Setup for Mobile Tests
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Photo Credit: Diane Loviglio, Mozilla
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Real Talk About Holding Phones
Source: Steve Hoober in UX Matters, February 2013
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Test Targets
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PROTOTYPES, WIREFRAMES, SKETCHES?
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HECK YES.
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Photo from blog post by Dustin Larimer http://www.dustinlarimer.com/design-management-summer-camp/
PAPER PROTOTYPES, POST-IT STYLE
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Photo from UX Magazine article by Tania Lang
PAPER PROTOTYPES, WITH SCROLLING
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Lo-ficlickable
prototypes
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Photo from UX Magazine article by Tania Lang
Prototyping Apps for Higher Fidelity
Proto.ioFluidFlinto
PhoneGap
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Photo from UX Magazine article by Tania Lang
Cool Hack:
Screenshots in an album or photostream
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The hardest two things about research:‣ providing the prompt‣ collecting the response
In The Lab
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Photo Credit: Hans Makkee
high resolution portable
streaming camera
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Mobile ScreenRecording
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Source: OpenDeviceLab.com
Device Labs
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uximresearch.tumblr.com
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EXERCISE #2“Roll Your Own”
‣ Share out
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Taking Notes
Second monitor if possible
Excel Hack (remoteresear.ch/samples)
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Observer Involvement
IM
Campfire (!)
Integrated Chat
Passing Notes
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Questions?
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Let’s do lunch
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Testing & User Research
Part 3: recruiting participants
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RECRUITING OPTIONS
‣ Grab someone in the hallway
‣ Grab someone who isn’t involved in your project
‣ IM your outside friends for a quick look
‣ Panels and recruiting agencies
‣ Real citizens from email & consent lists
‣ Physical & web intercepts
realness
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TWITTER RECRUITING
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ANATOMY OF A RECRUITING TWEET
@person we’re interviewing [job or characteristic] about [topic] on [dates] (paid research) -interested? [LINK]
I’m looking for [job or characteristic(s)] for a [research activity] on [dates] incentive $X [LINK] please RT
Pro tip: edit your profile to mention “UX Researcher” and “Current Study: Martian Life”
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BIGGER THAN A TWEET
‣ Why are you doing this work?
‣ What exactly are you asking? (How much time, where, when)
‣ Who do you need? (tasks or demographics)
‣ Who is asking?
‣ Who vouches for you? (official sponsor or trusted leader)
‣ Will there be a reward or incentive?
‣ Can this be confidential or anonymous?
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Screener constraints
Keep it short
Always ask an open-ended question
Different from surveys
Who gets paid?
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MOBILE FORMS ARE GETTING WAY BETTER!
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PANELS
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“ What happens when you let go of a balloon?”
PRO TIP: HOW TO FIND ACTUAL SPEAKERS OF A LANGUAGE:
“ Qu'est-ce qui se passe quand vous lâchez un ballon? ”
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WHAT PARTICIPANTS WORRY ABOUT
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Who are you and who sent you?(can I trust you?)
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Will participating affect my actual outcome?
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Is this going to end up onYouTube?
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remoteresear.ch/samples“Online Consent”
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Paying Incentives
Collect minimal personal info
Deliver quickly
Appropriate for location
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Paying Incentives“Free cookies and lemonade for your city feedback”
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EXERCISE
‣ Consider format (poster, landing page, online form)
‣ Cover the questions
draft a recruiting appeal
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‣ Why are you doing this work?
‣ What exactly are you asking? (How much time, where, when)
‣ Who do you need? (tasks or demographics)
‣ Who is asking?
‣ Who vouches for you? (official sponsor or trusted leader)
‣ Will there be a reward or incentive?
‣ Can this be confidential or anonymous?
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share out
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BREAK
Photo Credit: Mrs Magic
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User Testing & Research
Part 4: going beyond usability
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WHAT IF IT’S NOT USABILITY?
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EXPERIENCE SAMPLING
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EXPERIENCE SAMPLING
uximresearch.tumblr.com
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Cyd ’s Results
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Cyd ’s Results
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CONCEPT & NAVIGATION TESTING:EXERCISE
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UNMODERATED STUDIES
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3 parts
Provide test target
Record user behavior
Capture comments (optional)
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PrototypeUnmoderated
Testing
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Mobile Diary Studies
iOS & Android
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Results
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Results
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Results
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CAPTURE WHAT HAPPENS.
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Surveysvia SMS
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About getting buy-in
A Few Words
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How “Testing” Is Perceived
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Numbers (& Numbers People) Are Your Friends
Photo Credit: Search Influence on Flickr
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Video Is Another Friend
Photo Credit: Search Influence on Flickr
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Try asking for
One Day$200
People To Watch
Photo Credit: Search Influence on Flickr
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“Fix the machine, not the person” -- Aaron Swartz, 9.25.12
Actual Advice
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There’s always a way
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Questions?
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@cydharrell
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Thanks for coming.
Go run some awesome research.Photo Credit: Wade Rockett on Flickr