This is the first part of my fourth lecture at the HITLab, Canterbury University in New Zealand. As a design practitioner I am frequently getting a question from other practitioners, why would they do user research in the first place. Once I manage to convince them why it makes sense, the follow up question typically regards the issue of choosing the right people for that research. In this presentation I am trying to highlight two different approaches to user research, which I will describe in more detail in the next presentation.
3. - users have different goals
than designers
- users do not care for design
success
- there is more than one user
per solution
- there is more than one
solution per problem
4. traditional user research
- formal
- informative
- answers
- precision
- understanding
- raw data
generative methods
- informal
- inspirational
- questions
- ambiguity
- empathy
- interpretation
15. using generative methods:
an example
Welcome Experience at a telecom provider
Aga Szóstek, Marcin Piotrowski, Joanna Kwiatkowska
16. first month with a telecom provider
provider
first
impressions
user
trial
period
uncertainty
building
relationship
gaining
trust
adjusting
offer
explaining
payment
upselling
17. partcipants
- 20 persons (50% M, 50% F)
- recruited at the door of the provider’s shop
- committed to buy a postpaid plan
- signing an agreement to participate
22. - works great for the defined design space
- helps to objectify discovered phenomena
- supports task oriented design
- resolves interaction problems
- focuses in iterative measurement of progress
- enables comparison
24. - high complexity of the design issues (so
called: wicked problems)
- uncertainty what truly is the design
challenge
- need for flexibility to approach the
solution
- building empathy
33. references
Denef, S.; Keyson, D.; Oppermann, R. Rigid Structures, Independent
Units, Monitoring: Organizing Patterns in Frontline Firefighting. In
Proceedings of the 2011 SIGCHI Conference on Human Factors in
Computing Systems, Austin, TX, USA, 5–10 May 2011; pp. 1949–
1958.
Pallot, Marc, et al. "Living lab research landscape: From user
centred design and user experience towards user cocreation." First
European Summer School'Living Labs'. 2010.