EffectiveUI's Raschel Iarocci, Lead Experience Architect, spoke at Denver Startup Week 2016. Discussion description:
When a design tests poorly with usability participants it can feel pretty defeating — especially when it has tested well in the past. After this happens, your UX team may go through a thought process similar to grieving, first denying that feedback is valid, then perhaps experiencing anger, then progressing through bargaining and depression, to finally acceptance.
During her talk, Raschel shared contemporary strategies for dealing with each of these five stages, enabling the group to move past initial reactions and get down to the work of addressing the design challenges.
4. Raschel Iarocci
Lead Experience Architect888.310.5327
• Responsible for all
things UX, from
research through
experience design
• Currently focusing in
the healthcare space
at EffectiveUI
@rascheliarocci
6. #1
Denial
"This participant is just a weirdo,
an outlier, the next will be better.”1
"It’s not that bad. Remember this
design tested well in the past.
We’ll be fine.”
2
7. What to do
Denial
Sit back and let your team
experience this feeling1
Document usability problems but
don’t feel compelled to share your
thoughts/solutions just yet
2
8. #2
Anger
"The moderator isn’t asking the right
questions!”1
"Well, if only the development team
built it how it looked in the
mockups…”
2
"Your UX team is supposed to be
experts, why didn’t you get this
right the first time?”
3
"This problem can’t be solved with
design; the content/business
requirements are flawed!”
4
9. What to do
Anger
Don’t take comments personally
and change this energy from
negative to positive
1
Conduct a ‘Design Studio’ workshop2
11. #3
Bargaining
"If only we had tested with a larger,
more diverse group of participants
the first time.”
1
"Oh, I know! Let’s solve all these
problems with this one tiny design
change here.”
2
12. What to do
Bargaining
Actively listen and support client
design discussions but don’t offer
false hope
1
Schedule another usability session2
13. #4
Depression
"This is hopeless. We’re never going
to solve this problem.”1
"What’s the point? There’s not enough
time to make drastic changes before
product launch anyway.”
2
14. What to do
Depression
Bring in fresh faces1
Organize a ceremony for demolishing
the feature(s) that tested poorly
during the usability session
2
15. #5
Acceptance
"This is a very complex
problem that needs time
devoted to it but we have
concrete ideas for moving
forward.”