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
2. GDS @leisa hello. Thursday, 5 June 14
3. GDS @leisa Government Digital Service ‘revolution not evolution’ October 2010 Thursday, 5 June 14
4. Our aim is to make services so good, people prefer to use them over the alternatives GDS @leisa Thursday, 5 June 14
5. To deliver that we’ve taken on five big tasks... GDS @leisa Thursday, 5 June 14
6. GOV.UK GDS @leisa Thursday, 5 June 14
7. Thursday, 5 June 14
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
9. Identity GDS @leisa Thursday, 5 June 14
10. World-leading federated identity service Will provide proof of identity for 45 million users GDS @leisa Thursday, 5 June 14
11. Technology GDS @leisa Thursday, 5 June 14
12. Reforming £6.7b technology spend 412,000 staff First year - £500m savings GDS @leisa Thursday, 5 June 14
13. Measurement GDS @leisa Thursday, 5 June 14
14. GDS @leisa Thursday, 5 June 14
15. Transformation GDS @leisa Thursday, 5 June 14
16. 25 of the most important transactions in government GDS @leisa Thursday, 5 June 14
17. user needs GDS @leisa Thursday, 5 June 14
18. GDS @leisa Thursday, 5 June 14
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21. GDS Leisa Thursday, 5 June 14
22. GDS User research closes distance GDS @leisa Thursday, 5 June 14
23. Agile is good for user research (and users) GDS @leisa Thursday, 5 June 14
24. GDS @leisa user research hasn’t had a brilliant reputation in agile teams Thursday, 5 June 14
25. GDS @leisa photo: Gert Krautbauer Thursday, 5 June 14
26. GDS @leisa Thursday, 5 June 14
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28. Thursday, 5 June 14
29. GDS Leisa Thursday, 5 June 14
30. Insights to improvements GDS GDS @leisa Thursday, 5 June 14
31. @leisa The strategy is delivery Thursday, 5 June 14
32. GDS @leisa Learn about the tactical hypotheses for that sprint! Continually build and challenge service strategies! Thursday, 5 June 14
33. GDS @leisa Other good strategy artifacts: customer journey maps, personas, lists of hypotheses, statements of goals, ‘things we know’ Thursday, 5 June 14
34. @leisa Communicate research. A lot. Thursday, 5 June 14
35. Activities: - interviewing - analysis - writing stories Thursday, 5 June 14
36. product hypothesis: Something to help people plan for the weekend. Thursday, 5 June 14
37. how to get information from people to help you make good products. Thursday, 5 June 14
38. 1. don’t ask people what they want. Thursday, 5 June 14
39. 2. don’t assume. (start questioning surprisingly wide) Thursday, 5 June 14
40. 3. people suck at remembering past experiences Thursday, 5 June 14
41. 4. people suck at predicting their own future behaviour. Thursday, 5 June 14
42. 5. you’re here to listen not to talk. Thursday, 5 June 14
43. 6. don’t explain. Thursday, 5 June 14
44. 7. have a script but follow interesting leads. Thursday, 5 June 14
45. 8. either do a run through before or use your first real session as a run thru. Your call. Thursday, 5 June 14
46. 9. don’t try to get the answers you want. get the information you need. Thursday, 5 June 14
47. 10. ask open questions. don’t ask leading questions. this takes practice. Thursday, 5 June 14
48. 11. ask open questions. don’t ask leading questions. this takes practice. Thursday, 5 June 14
49. Thursday, 5 June 14
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
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
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
53. GDS Leisa Thursday, 5 June 14
54. GDS Leisa analysing research quickly but methodically Thursday, 5 June 14
55. GDS Leisa analysing research quickly but methodically Thursday, 5 June 14
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
57. @leisa user needs. user stories. Thursday, 5 June 14
58. GDS @leisa identify understand frame prioritise Thursday, 5 June 14
59. GDS @leisa identify Thursday, 5 June 14
60. GDS @leisa identify understand Thursday, 5 June 14
61. GDS @leisa identify understand frame Thursday, 5 June 14
62. GDS @leisa identify understand frame prioritise Thursday, 5 June 14
63. GDS @leisa ‘as a ..... I want to ...... so that I can .............’ Thursday, 5 June 14
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
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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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
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
71. @leisa Well understood and clearly stated user needs are the bedrock of service design. Thursday, 5 June 14
72. GDS Leisa Leisa Reichelt Head of User Research Government Digital Service @leisa Thursday, 5 June 14