(Guerrilla) User Research

Presentation at Service Jam London

Transcript

1. (GUERRILLA) USER RESEARCH SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN
2. WHAT • Learn about people • Speak to and observe people • Understand their lives SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN
3. WHY • Find evidence for your problems • Know what real issues are • Understand circumstances and capabilities of people SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN
4. HOW • Interview people • Observe people • Try things yourself SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN
5. HOW Ask why Never say “usually” when asking a question Encourage stories Look for inconsistencies Pay attention to nonverbal cues Don’t be afraid of silence Don’t suggest answers to your questions Ask questions neutrally Don’t ask binary questions Only ten words to a question Only ask one question at a time, one person at a time Make sure you’re prepared to capture SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN
6. HOW • Without judgement • With a beginner’s eyes • With curiosity • Optimistically • Respectfully SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN
7. WHO You SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN
8. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN Decide who to talk to Know what to ask
9. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN Approach in pairs Introduce yourself
10. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN Build rapport Ask open questions
11. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN Record things Share notes afterwards
12. HOW And then? SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN
13. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN Think & feel Say & do See Hear Pains Gains EMPATHY MAP
14. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN How might we + user + ? need + insight PROBLEM PHRASING
15. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN How might we assist Adam who is moving to South Korea to have his most important personal documents with him so that he can identify himself without needing his unique originals?
16. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN user insight need How might we assist Adam who is moving to South Korea to have his most important personal documents with him so that he can identify himself without needing his unique originals?
17. SERVICE JAM LONDON, 18 FEBRUARY 2017 @MARTIN_JORDAN NOW, LEAVE THE BUILDING!