UX London Workshop - Collaborative Research Techniques

C24821d70ea39969f7977d17ae46b4f2?s=47 leisa
May 29, 2014

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.)

C24821d70ea39969f7977d17ae46b4f2?s=128

leisa

May 29, 2014
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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

  19. GDS @leisa Thursday, 5 June 14

  20. GDS @leisa Thursday, 5 June 14

  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

  27. GDS @leisa Thursday, 5 June 14

  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
  66. GDS @leisa Thursday, 5 June 14

  67. GDS @leisa Thursday, 5 June 14

  68. GDS @leisa Thursday, 5 June 14

  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