(Guerrilla) User Research

9d6c9ebfd653b263a0ed9b5041fd6bf8?s=47 Martin Jordan
February 18, 2017

(Guerrilla) User Research

Presentation at Service Jam London

9d6c9ebfd653b263a0ed9b5041fd6bf8?s=128

Martin Jordan

February 18, 2017
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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!