When NOT to Follow User-Centered Design Techniques

•

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This invited panel brings together several high-profile members of the HCI community for an exciting, if not controversial, discussion and debate. Each is well versed in the principles and best practices of user-centered design, user experience research, and design innovation. How do they respond to the emerging topic of when NOT to use conventional user-centered design techniques? Speakers: Anthony Andre, Interface Analysis Associates; Jay Elkerton, Emerson Process Management; Steve Portigal, Portigal Consulting; Cordell Ratzlaff, Cisco; Dan Saffer, Kicker Studio; Dan Rosenberg, SAP

Steve Portigal
@steveportigal
1 Steve Portigal www.portigal.com

When Not to Follow User-Centered Design Techniques

2 Steve Portigal www.portigal.com

Riffing on the topic, to feed into the discussion

3 Steve Portigal www.portigal.com

Portigal Consulting is a
bite-sized California firm
that helps companies
discover and act on new
insights about their
customers and
themselves

4 Steve Portigal www.portigal.com

Any Sufficiently Advanced Technology…

5 Steve Portigal www.portigal.com

Any Sufficiently Advanced Technology…

6 Steve Portigal www.portigal.com

Which is
“not user
centered”
7
?
Steve Portigal www.portigal.com

Building what you (and your friends?) want

8 Steve Portigal www.portigal.com

Building from within your community

9 Steve Portigal www.portigal.com

Implement every feature customers ask for

10 Steve Portigal www.portigal.com

Implement a feature that improves your product

11 Steve Portigal www.portigal.com

Naïve ignorance of users

12 Steve Portigal www.portigal.com

Willful ignorance of users

13 Steve Portigal www.portigal.com

Designing to a strong vision

14 Steve Portigal www.portigal.com

Young arrogant genius or young arrogant jerk?

15 Steve Portigal www.portigal.com

Design to change the world

16 Steve Portigal www.portigal.com

Design to change the world

17 Steve Portigal www.portigal.com

Design for discomfort

18 Steve Portigal www.portigal.com

Design to f*** people up

19 Steve Portigal www.portigal.com

Design to really f*** people up

20 Steve Portigal www.portigal.com

Design to the test

21 Steve Portigal www.portigal.com

Follow the money (“P&L-centered”)

22 Steve Portigal www.portigal.com

Design with Intent

23 Steve Portigal www.portigal.com

Towards a
pattern
library?
24 Steve Portigal www.portigal.com

Keeping the user in mind?

25 Steve Portigal www.portigal.com

Keeping the user’s interests in mind?

26 Steve Portigal www.portigal.com

Thank You!

@steveportigal Portigal Consulting
steve@portigal.com www.portigal.com
27415-894-2001 Steve Portigal www.portigal.com

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Stories make the world go round. As people who do user research, we love stories. At its simplest, our job is to gather stories and to retell them. War stories about contextual user research and the inevitable mishaps that ensue are in turn bizarre, comic, tragic, and generally astonishing. Drawing from years spent gathering war stories and his book Doorbells, Danger, and Dead Batteries, Steve Portigal shares some of the best stories he’s collected, examining the patterns and lessons they reveal. Steve’s collection of stories fills a longstanding need for the design and research community: sharing what can go wrong in the real world. For a practice that is not always well understood or trusted, there’s pressure to only speak to the successes, but examining the human messiness of this work can help develop our skills and our community.

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Doorbells, Danger, and Dead Batteries (Amuse 2016)

Doorbells, Danger, and Dead Batteries (Amuse 2016)

Interviewing users is undeniably one of the most valuable user research tools. Yet, sometimes we forget that it's a skill we need to learn, because: * It's based on skills we think we have (talking or even listening) * It's not taught or reflected on People tend to 'wing it' rather than develop their skills. Without good interviewing skills, insights may be inaccurate or reveal nothing new, suggest the wrong design or business responses, or miss the crucial nuance that points to opportunities for breakthrough innovation. This talk will cover: * Framing the research problem to have the most impact on the business * What type of participants to recruit and how to find them * Different methods for learning from interviewees * Asking questions * Listening and building rapport * Analysing data from the field

Fieldwork Fundamentals (UX Australia)

Fieldwork Fundamentals (UX Australia)

Fieldwork Fundamentals (UX Australia)

Beating the Blank Page

Beating the Blank Page

Beating the Blank Page

(from an event at IxDA SF with Dan Szuc and Jo Wong) Driving change is not as easy it sounds. Change is about people and is thus inherently messy. Coping with the mess means we must relate to, engage with and encourage people's thinking, feeling and acting as well as their actions. We already spend a reasonable proportion of our time influencing people we call collaborators, clients, stakeholders, bosses, customers (to name a few), although we may not always be aware we are doing it. Together we will look at influence in work, question the language used during change and reflect on the various elements of influence that we too often fail to consider in our own aspirations. We will also look at frustrations and barriers that get in the way of the work we would prefer to be doing. Steve, Jo and Dan will lead a small exercise to help make the principles of influence more personally actionable.

Moments of Influence

Moments of Influence

Moments of Influence

Soft Skills Are Hard

Soft Skills Are Hard

Soft Skills Are Hard

Therapists, as part of their education, must go through therapy themselves. They are expected to achieve a certain level of insight about themselves – their biases, their discomforts, and so on. While we are not therapists, we go out and study people without that level of self-insight! A lack of self-insight sometimes manifests itself as passion, commitment, or being driven by a mission. While those have their place, it’s easy to become blinded by what we can’t let ourselves see. Sometimes this shows up as discomfort at the micro level, when we react to something a user might tell us about themselves; sometimes it’s a macro issue, when we’re uncomfortable with people who hold different values, preferences, or beliefs than ourselves. And it crescendos as know-it-all douchebaggery, when we think our job is to tell other people what’s best for them – when phrases like “frictionless sharing” fall from our lips as naturally as “what time is dinner?” In this workshop we will delve into the concepts of presence and mindfulness and develop an understanding of how this informs how you engage with the world around you, as a designer and a professional and as a person.

The Designer is Present

The Designer is Present

The Designer is Present

One of the most persistent factors limiting the impact of user research in business is that projects often stop with a cataloging findings and implications rather than generating opportunities that directly enable the findings. We’ve long heard the lament “Well, we got this report and it just sat there. We didn’t know what to do with it.” But design research (or ethnography, or user research, or whatever the term du jour may be) has also become standard practice, as opposed to something exceptional or innovative. That means that designers are increasingly involved in using contextual research to inform their design work. Ongoing acceptance of design research has increased the ranks of designers and others who feel comfortable conducting user research. But analysis and synthesis is a more slippery skill set, and we see how easy it is for teams to ignore (more out of frustration than anything malicious) data that doesn’t immediately seem actionable. This workshop gives people the tools to take control over synthesis and ideation themselves by breaking it down into a manageable framework and process.

EuroIA14 - Well, We've Done All This Research, Now What?

EuroIA14 - Well, We've Done All This Research, Now What?

EuroIA14 - Well, We've Done All This Research, Now What?

From IxDA Seattle, part of a series of presentations and workshops done in collaboration with Dan Szuc. Steve speaks about the interpersonal, creative, and cognitive skill sets that are essential in innovative work cultures. Moving beyond tactical skills and overarching processes, the UX community is increasingly focusing on the role of the whole person in design and innovation. Steve describes the "muscles of innovation" that are needed for growth and success.

Soft Skills Are Hard: A Journey To Healthier Work

Soft Skills Are Hard: A Journey To Healthier Work

Soft Skills Are Hard: A Journey To Healthier Work

In business and in life, we pursue the good stuff and champion people who are known for their good ideas. But when we place too strong an emphasis on just the good, we may neglect to consider the bad ones. In design and in brainstorming, deliberately seeking out bad ideas is a powerful way to unlock creativity. Generating bad ideas can reveal our assumptions about the difference between bad and good, and often seemingly bad ideas turn out to be good ones. Jotly and Cow Clicker were jokes or parodies—that is, not good ideas—that have been surprisingly successful. Neil Young and Crazy Horse have covered folk songs. An action blockbuster features a US president swinging a silver axe against vampires. In this talk, Steve will explore how opening up the bad idea valve can lead unexpectedly to the kind of success we aim for with our good ideas.

The Power of Bad Ideas

The Power of Bad Ideas

The Power of Bad Ideas

Interviewing users is undeniably one of the most valuable and commonly used user research tools. Yet sometimes we forget that it's a skill we need to learn, because: ● It's based on skills we think we have ● It's not taught or reflected on People tend to 'wing it' rather than develop their skills. Without good interviewing skills, insights may be inaccurate or reveal nothing new, suggesting the wrong design or business responses, or they may miss the crucial nuance that points to innovative opportunities. Steve will share best practices for asking questions and listening and then lead a “safe” interviewing exercise.

Interviewing Users (Catapult Labs event)

Interviewing Users (Catapult Labs event)

Interviewing Users (Catapult Labs event)

In business and in life, we pursue the good stuff and champion people who are known for their good ideas. But when we place too strong an emphasis on just the good, we may neglect to consider the bad ones. In design and in brainstorming, deliberately seeking out bad ideas is a powerful way to unlock creativity. Generating bad ideas can reveal our assumptions about the difference between bad and good, and often seemingly bad ideas turn out to be good ones. Jotly and Cow Clicker were jokes/parodies (e.g., not good ideas) that have been surprisingly successful. Neil Young and Crazy Horse have covered folk songs. An action blockbuster features a US president swinging a silver axe against vampires. In this talk, I explore how opening up the bad idea valve can lead unexpectedly to the kind of success we aim for with our good ideas.

The Power of Bad Ideas

The Power of Bad Ideas

The Power of Bad Ideas

User Insights Start the Design Process

User Insights Start the Design Process

User Insights Start the Design Process

More from Steve Portigal (20)

Steve Portigal - The Designer is Present

Steve Portigal - The Designer is Present

Steve Portigal - The Designer is Present

Stop Solving Problems!

Stop Solving Problems!

Stop Solving Problems!

We’ve done all this research, now what?

We’ve done all this research, now what?

We’ve done all this research, now what?

User research: Uncovering compelling insights through interviews

User research: Uncovering compelling insights through interviews

User research: Uncovering compelling insights through interviews

Learning from User Research War Stories

Learning from User Research War Stories

Learning from User Research War Stories

Learning From User Research War Stories

Learning From User Research War Stories

Learning From User Research War Stories

We’ve done all this research, now what?

We’ve done all this research, now what?

We’ve done all this research, now what?

User Research War Stories

User Research War Stories

User Research War Stories

Doorbells, Danger, and Dead Batteries (Amuse 2016)

Doorbells, Danger, and Dead Batteries (Amuse 2016)

Doorbells, Danger, and Dead Batteries (Amuse 2016)

Fieldwork Fundamentals (UX Australia)

Fieldwork Fundamentals (UX Australia)

Fieldwork Fundamentals (UX Australia)

Beating the Blank Page

Beating the Blank Page

Beating the Blank Page

Moments of Influence

Moments of Influence

Moments of Influence

Soft Skills Are Hard

Soft Skills Are Hard

Soft Skills Are Hard

The Designer is Present

The Designer is Present

The Designer is Present

EuroIA14 - Well, We've Done All This Research, Now What?

EuroIA14 - Well, We've Done All This Research, Now What?

EuroIA14 - Well, We've Done All This Research, Now What?

Soft Skills Are Hard: A Journey To Healthier Work

Soft Skills Are Hard: A Journey To Healthier Work

Soft Skills Are Hard: A Journey To Healthier Work

The Power of Bad Ideas

The Power of Bad Ideas

The Power of Bad Ideas

Interviewing Users (Catapult Labs event)

Interviewing Users (Catapult Labs event)

Interviewing Users (Catapult Labs event)

The Power of Bad Ideas

The Power of Bad Ideas

The Power of Bad Ideas

User Insights Start the Design Process

User Insights Start the Design Process

User Insights Start the Design Process

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When NOT to Follow User-Centered Design Techniques

1. Steve Portigal @steveportigal 1 Steve Portigal www.portigal.com

2. When Not to Follow User-Centered Design Techniques 2 Steve Portigal www.portigal.com

3. Riffing on the topic, to feed into the discussion 3 Steve Portigal www.portigal.com

4. Portigal Consulting is a bite-sized California firm that helps companies discover and act on new insights about their customers and themselves 4 Steve Portigal www.portigal.com

5. Any Sufficiently Advanced Technology… 5 Steve Portigal www.portigal.com

6. Any Sufficiently Advanced Technology… 6 Steve Portigal www.portigal.com

7. Which is “not user centered” 7 ? Steve Portigal www.portigal.com

8. Building what you (and your friends?) want 8 Steve Portigal www.portigal.com

9. Building from within your community 9 Steve Portigal www.portigal.com

10. Implement every feature customers ask for 10 Steve Portigal www.portigal.com

11. Implement a feature that improves your product 11 Steve Portigal www.portigal.com

12. Naïve ignorance of users 12 Steve Portigal www.portigal.com

13. Willful ignorance of users 13 Steve Portigal www.portigal.com

14. Designing to a strong vision 14 Steve Portigal www.portigal.com

15. Young arrogant genius or young arrogant jerk? 15 Steve Portigal www.portigal.com

16. Design to change the world 16 Steve Portigal www.portigal.com

17. Design to change the world 17 Steve Portigal www.portigal.com

18. Design for discomfort 18 Steve Portigal www.portigal.com

19. Design to f*** people up 19 Steve Portigal www.portigal.com

20. Design to really f*** people up 20 Steve Portigal www.portigal.com

21. Design to the test 21 Steve Portigal www.portigal.com

22. Follow the money (“P&L-centered”) 22 Steve Portigal www.portigal.com

23. Design with Intent 23 Steve Portigal www.portigal.com

24. Towards a pattern library? 24 Steve Portigal www.portigal.com

25. Keeping the user in mind? 25 Steve Portigal www.portigal.com

26. Keeping the user’s interests in mind? 26 Steve Portigal www.portigal.com

27. Thank You! @steveportigal Portigal Consulting steve@portigal.com www.portigal.com 27415-894-2001 Steve Portigal www.portigal.com