Workshop A

Contextual User Research

Mumin Yuyumumin@gmail.com

User Centered Design

Know Create

Know CreateUSER

USERExplore

Evaluate

Envision

Embody

USERExplore

Evaluate

Envision

Embody

Usability Test

ContextualInquiry

SolutionPrototype

ProductConcept

User IdentificationFinding users

Assemble the Team

• 4 - 6 people

• Product manages, designers, engineers, marketing researchers, sales...

Brainstorm a List of Users

• 急診室護士，剛從護校畢業，22歲，年輕單身，積極， 協助急診室醫師醫治病患， 輪大夜班。

Personal CharacteristicsAge, sex, eduction, job type, social-economic status, role

Lifestyle, personality, emotion, attitude

Physical abilities and constrains

Task related characteristicsGoal and motivation

Tasks

Usage

Training and experience

Geographic and social characteristicsLocation: regions, countries, continents, market areas

Cultures and other circumstances

Social connections and societies

Create an User/Task Matrix

User Group Task # of Users

Admission Clerks Collect patient data 25

Nurses View medical date 490

Administrators Install and maintain software 12

Develop the SpectrumWard

Emergency Room

Level of Emergency

Health Examination

Develop the SpectrumEmergency Room

Ward

Health Examination

Amount of Data Processed

Contextual InquiryCollecting data

StatisticalMacro technique(many people)

Micro technique(few people)Interpretive

DoingSayingExplicit opportunities and needs Latent opportunities and needs

SURVEYS

(Moggridge, 2007, P.664)

VIDEOETHNOGRAPHY

FOCUS GROUPS OBSERVATIONALTECHNIQUES

Build Rapport• Mirror their body language

• Mimic their tonality

• Breathe like they breathe

• Match their rate of speech

• Repeat and approve

• Assume you already have rapport

Switch to inquiry

Start Inquiry

• Observe: Environments

• Observe: Users

• Observe: Activities

• Observe: Interactions

• Observe: Objectives

Start Inquiry• Converse: Reasons

• Converse: Ideas

Start Inquiry• Gather: Notes

• Gather: Photos

• Gather: Videos

Wrap up

Contextual Inquiry Process

• Build Rapport

• Make the Switch

• Start Inquiry

• Observe

• Converse

• Gather

• Wrap Up

Frequently Made Mistakes

• NOT focus on observation

• NOT ask questions at all

• NOT “why not”, “why”

Brain DumpAnalyzing data

Assembly the team

• 4 - 6 people

• Within 48 hours

• Product managers, designers, engineers, marketing researchers, sales...

• Exclude top managers for now

Explain the process

Assign roles

Researcher Notetaker Capturers Moderator

Reconstruct the Scene

Probe for detail

Capture key findings

• Important characteristic of behavior

• User’s interpretation

• Breakdown

• Cultural influence

• Insightful user quote

• Design ideas

• Question for next inquiry

Write it down

• Who did what and why

• One point only per note

• Stand alone

Brain Dump Process

• Assembly the team

• Explain the process

• Assign roles

• Retell inquiry story

• Probe for detail

• Capture key findings

• Write it down

Frequently Made Mistakes

• NOT tell the story

• NOT probe for detail

• NOT make best use of materials collected

Affinity DiagrammingAssimilating data

Assembly the team

• 4 - 8 people

• Product manages, designers, engineers, marketing researchers, sales...

• Do not include top managers just yet

Explain the process

Group notes collaboratively

• Each takes 20 random yellow notes

• One reads his first note, and stick it on the wall

• Others look for related notes at hands

• Move on to the next person

Group notes individually

• Start when there are about 10 groups on the wall

• Inform everyone when starting a new group

• Break up notes containing multiple points

• Move any notes without justification

• Set aside notes that you don’t know how to group

Push

• Go back and review notes that you don’t know how to group them earlier

• Exchange with others the notes you have problem grouping

• Put “bad” notes in “Junk” area.

Add blue labels

• Work in team of 2 people

• Start from the longest group

• Break down any incohesive groups

• Start new group if necessary

• Write blue labels in the first person

Reorganize the wall

• Write 4-6 temporary green labels

• Separate the wall based on the green labels

• Move related blues labels under the green labels

• Create pink labels by grouping blue labels

• Modify green labels based on pink labels

Affinity Diagramming Process

• Assembly the team

• Explain the process

• Group notes collaboratively

• Group notes individually

• Push

• Add blue labels

• Reorganize the wall

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親的糞便，從

味道來判斷父

親病情是否危

急

我會關心父母親的病情

父母的健康是子女的責任

健康

Inquiry Observation

Behavior Distinction

Important Value

Key Concept

Frequently Made Mistakes

• NOT look beyond key words

• NOT focus on what’s in common

• NOT want to make decision