UX London Workshop - Collaborative Research Techniques

an afternoon workshop about collaborative approaches to research that work well for people in agile teams. (slides not super useful without the accompanying sound track of explanation.)

Transcript

1. GDS
   @leisa
   Leisa Reichelt
   Head of User Research
   Government Digital Service
   @leisa
   Thursday, 5 June 14
   

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2. GDS
   @leisa
   hello.
   Thursday, 5 June 14
   

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3. GDS
   @leisa
   Government
   Digital
   Service
   ‘revolution
   not evolution’
   October 2010
   Thursday, 5 June 14
   

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4. Our aim is to make services
   so good, people prefer to
   use them over the
   alternatives
   GDS
   @leisa
   Thursday, 5 June 14
   

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5. To deliver that we’ve taken
   on five big tasks...
   GDS
   @leisa
   Thursday, 5 June 14
   

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6. GOV.UK
   GDS
   @leisa
   Thursday, 5 June 14
   

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7. Thursday, 5 June 14
   

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8. A single domain for government, the
   platform for everything
   7m visitors a week, 600 publishers, with
   5,000 more coming soon
   2,500 code releases in our first year
   GDS
   @leisa
   Thursday, 5 June 14
   

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9. Identity
   GDS
   @leisa
   Thursday, 5 June 14
   

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10. World-leading federated identity service
    Will provide proof of identity for 45 million
    users
    GDS
    @leisa
    Thursday, 5 June 14
    

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11. Technology
    GDS
    @leisa
    Thursday, 5 June 14
    

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12. Reforming £6.7b technology spend
    412,000 staff
    First year - £500m savings
    GDS
    @leisa
    Thursday, 5 June 14
    

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13. Measurement
    GDS
    @leisa
    Thursday, 5 June 14
    

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14. GDS
    @leisa
    Thursday, 5 June 14
    

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15. Transformation
    GDS
    @leisa
    Thursday, 5 June 14
    

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16. 25 of the most
    important
    transactions in
    government
    GDS
    @leisa
    Thursday, 5 June 14
    

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17. user needs
    GDS
    @leisa
    Thursday, 5 June 14
    

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18. GDS
    @leisa
    Thursday, 5 June 14
    

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19. GDS
    @leisa
    Thursday, 5 June 14
    

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20. GDS
    @leisa
    Thursday, 5 June 14
    

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21. GDS
    Leisa
    Thursday, 5 June 14
    

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22. GDS
    User research
    closes distance
    GDS
    @leisa
    Thursday, 5 June 14
    

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23. Agile is good for
    user research
    (and users)
    GDS
    @leisa
    Thursday, 5 June 14
    

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24. GDS
    @leisa
    user research
    hasn’t had a
    brilliant reputation
    in agile teams
    Thursday, 5 June 14
    

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25. GDS
    @leisa
    photo: Gert Krautbauer
    Thursday, 5 June 14
    

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26. GDS
    @leisa
    Thursday, 5 June 14
    

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27. GDS
    @leisa
    Thursday, 5 June 14
    

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28. Thursday, 5 June 14
    

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29. GDS
    Leisa
    Thursday, 5 June 14
    

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30. Insights to
    improvements
    GDS
    GDS
    @leisa
    Thursday, 5 June 14
    

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31. @leisa
    The strategy is
    delivery
    Thursday, 5 June 14
    

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32. GDS
    @leisa
    Learn about the
    tactical hypotheses
    for that sprint!
    Continually build
    and challenge
    service strategies!
    Thursday, 5 June 14
    

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33. GDS
    @leisa
    Other good strategy
    artifacts: customer journey
    maps, personas, lists of
    hypotheses, statements of
    goals, ‘things we know’
    Thursday, 5 June 14
    

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34. @leisa
    Communicate
    research. A lot.
    Thursday, 5 June 14
    

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35. Activities:
    - interviewing
    - analysis
    - writing stories
    Thursday, 5 June 14
    

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36. product hypothesis:
    Something to help
    people plan for the
    weekend.
    Thursday, 5 June 14
    

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37. how to get
    information from
    people to help you
    make good
    products.
    Thursday, 5 June 14
    

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38. 1. don’t ask people
    what they want.
    Thursday, 5 June 14
    

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39. 2. don’t assume.
    (start questioning
    surprisingly wide)
    Thursday, 5 June 14
    

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40. 3. people suck at
    remembering past
    experiences
    Thursday, 5 June 14
    

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41. 4. people suck at
    predicting their own
    future behaviour.
    Thursday, 5 June 14
    

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42. 5. you’re here to
    listen not to talk.
    Thursday, 5 June 14
    

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43. 6. don’t explain.
    Thursday, 5 June 14
    

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44. 7. have a script
    but follow
    interesting leads.
    Thursday, 5 June 14
    

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45. 8. either do a run
    through before or
    use your first real
    session as a run
    thru. Your call.
    Thursday, 5 June 14
    

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46. 9. don’t try to get the
    answers you want.
    get the information
    you need.
    Thursday, 5 June 14
    

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47. 10. ask open
    questions. don’t ask
    leading questions.
    this takes practice.
    Thursday, 5 June 14
    

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48. 11. ask open
    questions. don’t ask
    leading questions.
    this takes practice.
    Thursday, 5 June 14
    

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49. Thursday, 5 June 14
    

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50. GDS
    Leisa
    exercise
    in groups of 4 explore the product
    hypothesis by interviewing each other
    FIRST: draft a discussion guide (esp. first
    2-3 questions) then take turns to be:
    1. interviewer
    2. interviewee
    3. post it note scribblers
    4. observer (for interview feedback)
    Thursday, 5 June 14
    

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51. GDS
    Leisa
    post it notes for
    research
    - one post it per observation / quote
    - just write down what you see/hear not
    what you think it might mean
    - code the post it with the participant ID
    - if in doubt, write it down
    - capital letters for legibility
    Thursday, 5 June 14
    

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52. GDS
    Leisa
    exercise
    product hypothesis: something to help
    people plan for the weekend.
    5 mins to draft discussion guide
    5 mins each to interview each other
    Roles:
    1. interviewer
    2. interviewee
    3. post it note scribblers
    4. observer (for interview feedback)
    Thursday, 5 June 14
    

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53. GDS
    Leisa
    Thursday, 5 June 14
    

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54. GDS
    Leisa
    analysing research
    quickly but
    methodically
    Thursday, 5 June 14
    

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55. GDS
    Leisa
    analysing research
    quickly but
    methodically
    Thursday, 5 June 14
    

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56. GDS
    Leisa
    exercise
    analyse your research
    - sort observations into themes
    - insights (what does it mean)
    - actions (what might we do about it, what is
    your design hypothesis based on this insight)
    Thursday, 5 June 14
    

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57. @leisa
    user needs.
    user stories.
    Thursday, 5 June 14
    

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58. GDS
    @leisa
    identify
    understand
    frame
    prioritise
    Thursday, 5 June 14
    

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59. GDS
    @leisa
    identify
    Thursday, 5 June 14
    

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60. GDS
    @leisa
    identify
    understand
    Thursday, 5 June 14
    

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61. GDS
    @leisa
    identify
    understand
    frame
    Thursday, 5 June 14
    

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62. GDS
    @leisa
    identify
    understand
    frame
    prioritise
    Thursday, 5 June 14
    

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63. GDS
    @leisa
    ‘as a ..... I want to ......
    so that I can .............’
    Thursday, 5 June 14
    

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64. GDS
    @leisa
    ‘As a PAYE taxpayer I want to
    understand how to calculate
    my tax code so that I can
    make sure I’m on the right tax
    code’
    Thursday, 5 June 14
    

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65. GDS
    @leisa
    ‘As a PAYE taxpayer I want
    to make sure I’m not paying
    too much tax so I can have
    more money to live on’.
    Thursday, 5 June 14
    

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66. GDS
    @leisa
    Thursday, 5 June 14
    

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67. GDS
    @leisa
    Thursday, 5 June 14
    

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68. GDS
    @leisa
    Thursday, 5 June 14
    

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69. GDS
    Leisa
    exercise
    as a ..... I want to ...... so that I can .......
    Turn some of your ‘actions’ into user
    stories.
    How would you test the hypotheses they
    raise?
    Thursday, 5 June 14
    

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70. GDS
    @leisa
    It is not ‘pragmatic’ to do no
    user research.
    There are pragmatic ways to
    do your user research
    Thursday, 5 June 14
    

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71. @leisa
    Well understood
    and clearly stated
    user needs are the
    bedrock of service
    design.
    Thursday, 5 June 14
    

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72. GDS
    Leisa
    Leisa Reichelt
    Head of User Research
    Government Digital Service
    @leisa
    Thursday, 5 June 14
    

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