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XRayListeningSept09
- 1. When you’re listening at your best, you are like… what? Please draw your answer on a sticky label and write your name alongside © Judy Rees 2009 www.xraylistening.com
- 3. What’s important to you about insight skills? Better skills Better insight Better projects Better products © Judy Rees 2009 www.xraylistening.com
- 4. “Don’t know” is normal! So develop the skills to elicit people’s unconscious and tacit requirements © Judy Rees 2009 www.xraylistening.com
- 5. Judy Rees Former news reporter Helped to create digital Teletext (inc. requirements gathering & user testing) Co-author of Clean Language: Revealing Metaphors and Opening Minds MD of X-Ray Listening © Judy Rees 2009 www.xraylistening.com
- 6. This session Time-limited for maximum learning/minute Practical skills rather than theory References in handout, or ask at the end Ask questions, but we may come back to them You will be learning on multiple levels Eat, drink, move when you need to Stay curious and comfortable with not knowing For best results… © Judy Rees 2009 www.xraylistening.com
- 8. When you’re listening at your best, you are like… what? (starter question only) © Judy Rees 2009 www.xraylistening.com
- 10. Is there anything else about (that) X?Ask in any order, as many times as you like © Judy Rees 2009 www.xraylistening.com
- 11. Tip: Remember the first word(s) they say about their badge You can always go back to ask about this if you lose track © Judy Rees 2009 www.xraylistening.com
- 12. Tip: Notice gestures Where are they imagining the thing they are talking about? Look at it as you ask about it © Judy Rees 2009 www.xraylistening.com
- 13. Off the top of the head Heart felt Gut feelings © Judy Rees 2009 www.xraylistening.com
- 14. Tip: Use silence Try the eight-second technique © Judy Rees 2009 www.xraylistening.com
- 15. Tip: Keep using their words It keeps them engaged, makes them feel respected, and stops you using jargon © Judy Rees 2009 www.xraylistening.com
- 16. Metaphors Describe one kind of thing in terms of another kind of thing Very effective for explaining complex ideas E.g. “X-Ray Listening” © Judy Rees 2009 www.xraylistening.com
- 17. Explicit metaphors in research “If Amberlight was a dog, what kind of dog would it be?” © Judy Rees 2009 www.xraylistening.com
- 18. Metaphors can both explain and persuade Note: Cultural similarity Individual differences © Judy Rees 2009 www.xraylistening.com
- 19. We think in metaphor “Native language of the unconscious mind” As we learn, we link new ideas to old ones – that is, we make our own metaphors Metaphors spill out in our speech and writing without being consciously chosen They can therefore be used to explore people’s unconscious “thoughts” © Judy Rees 2009 www.xraylistening.com
- 21. “It’s like a koala bear crapped a rainbow in my head” (SeaLab 2012) © Judy Rees 2009 www.xraylistening.com
- 22. “It’s like a pencil with an eraser at both ends” (Emery, Studying Politics) © Judy Rees 2009 www.xraylistening.com
- 24. “Take a walk on the wild side” (Lou Reed) © Judy Rees 2009 www.xraylistening.com
- 27. These phrases may only be implied© Judy Rees 2009 www.xraylistening.com
- 28. Exploring metaphors Use the Clean Language questions What kind of X (is that X)? Is there anything else about (that) X? Be prepared for surprises Be respectful Both explicit and implicit metaphors can be explored – but explicit ones are easiest © Judy Rees 2009 www.xraylistening.com
- 29. Asking for a metaphor Ask: “And that’s like… what?” (slowly) © Judy Rees 2009 www.xraylistening.com
- 30. From concept to metaphor Start from a concept, e.g. “interface” Uncover some adjectives/features, e.g. “straightforward and friendly” Then ask: “That’s straightforward and friendly like… what?” Not: “That’s an interface like what?” © Judy Rees 2009 www.xraylistening.com
- 31. Activity: Concept to metaphor ‘Client’ lists some features of a good user interface ‘Consultant’ asks: “And that’s <feature> and <feature> like… what?” Once client has volunteered a metaphor, ask: What kind of X (is that X)? Is there anything else about (that) X? (In any order, as many times as you like) © Judy Rees 2009 www.xraylistening.com
- 33. And all of that’s like… what? © Judy Rees 2009 www.xraylistening.com
- 34. Further reading Clean Language: Revealing Metaphors and Opening Minds by Wendy Sullivan and Judy Rees Role of the unconscious: A Whole New Mind by Daniel Pink Importance of metaphor: The Stuff of Thought by Steven Pinker How Customers Think by Gerald Zaltman © Judy Rees 2009 www.xraylistening.com
- 35. Keep in touch info@xraylistening.com +44 (0)7979 495509 www.xraylistening.com © Judy Rees 2009 www.xraylistening.com
