Remote Research Workshop

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Photo Credit: Werner Schnell on Flickr

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REMOTE RESEARCH Deﬁnition: Research where the participant is not sharing physical space with the researcher. In person Remote % of qualitative research done remotely* *Source: BP’s best guess

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#IAS12 #RR

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Bayesian methods Animated pedagogical agency 1995 Infer when users needed help Decision Theory & Adaptive Systems Group

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“Misunderstood animated pedagogical agent or spawn of Satan?”

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Bad Research

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1) Academic Focus 2) Lab-based 3) False Premise

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THAT IS WHY WE WENT REMOTE

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Let’s jump right in.

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HOW TO BE graceful When All Your TECHNOLOGY BREAKS

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Follow the buddy system

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It’s laptop time

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remoteresear.ch

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IN CASE THE INTERNET FAILS Research experience Most important thing to get out of today? Biggest fear or skepticism about remote research?

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“How much practical research experience do I need to have for this workshop?” - Many People

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10 YEARS 244 STUDIES 2,915 PARTICIPANTS (MODERATED) 95 ORGANIZATIONS 19,610 HOURS

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“SOCIAL IMPACT OF DIGITAL TECHNOLOGY”

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OMG PLEASE BUY THIS BOOK

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60% PROTOTYPE RESEARCH

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A DINOSAUR FAMILY EXPLAINS INFORMATION ARCHITECTURE

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“Can we do contextual inquiries remotely?” - Nick Dunlavey | @ndunlavey

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The physical and computing ecosystem

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Explode SOME THOUGHTS ON WEB ANALYTICS What do helicopters do in action movies?

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WHAT WE’LL COVER TODAY Recruiting Moderated Contextual Inquiry Automated Results Pitfalls

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Now we do a little experiment

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EXERCISE JUMP IN THE POOL Table groups Pick one moderator and one participant (they need to be in diﬀerent locations) 10 minutes of moderating

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MODERATOR Instructions Your participant has a sheet of paper and that’s it Goal: ﬁnd out what kind of physical task instructions online Hint: ask them to give you a play by play of what they are doing Try and follow along with your own paper NO helping, even if you could.

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It’s A RACE First participant to make a beautiful oragami giraﬀe is the winner

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Up to 10 Minutes

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Surprises?

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Was there emotion?

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WHEN DOES REMOTE WIN?

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Marv. Creative director UX designer product manager developer IA co-founder.

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Marv’s Boss. He’s always on a plane and loves birds.

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Hey Marv, I want to save some money on research.

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NATIVE ENVIRONMENT CHEAP ETHNOGRAPHY, NOT CHEAP LAB.

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TIME-AWARE RESEARCH IS THE BEST

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I’LL TRADE YOU TIME FOR PHYSICAL PRESENCE

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INVOLVED OBSERVERS Easier to collaborate in real time.

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TITLE TEXT GEOGRAPHY

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WHEN DOES REMOTE LOSE?

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Hey Marv, I want feedback on our MMO video game from 13yo English speaking kids in France & Latin America with webcams.

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I guess, Boss. Might be hard to do with remote testing.

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BANDWIDTH Yes, it’s an issue.

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TRANSLATION It’s expensive and diﬃcult to do live.

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MINORS Consent is a bear. Especially if they’re under 13.

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FACES Most users don’t have webcams. Webcams are a little invasive.

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YOUR BOSS

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SUPER DUPER SECURITY

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AN EPIC FAIL.

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“What happens when you let go of a balloon?” HOW TO FIND ACTUAL ENGLISH SPEAKERS

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Bad Research We basically did

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Kids will lie for coins People mis-assessed their English levels Bandwidth was really a problem Kids don’t play when their parents are home

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DESIGNING REMOTE STUDIES

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Yo Marv, get me some insight on WHY people are bailing out of checkout.

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Sure, Boss. Let’s combine methods. Intercept & observe 10 users live, and do 10 self- moderated with usertesting.com

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TIME-AWARE TASKS Told to ﬁnd purple pumps. Doesn’t care. Has to wear this for sister’s wedding this weekend. Whole diﬀerent interview.

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HEART & SOUL OF REMOTE RESEARCH Not scheduling participants.

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REAL TIME OBSERVERS

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TITLE TEXT

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PROTOTYPES, WIREFRAMES, SKETCHES?

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HECK YES.

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okay, plan these things Method Recruiting Logistics

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MODERATED must-haves Consent Tech set-up The beef De-installation Thanks & incentive

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UNMODERATED must-haves Expectation setting Instructions The beef Thanks & incentive

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Recruiting Same: Good “talkers” Same: Demographic fits Different: Relevant current tasks Different: Compatible tech

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Logistics: What & How Provide test target Access Credentials

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Logistics: Who & When How to connect with the user (we’ll discuss in Tools) Managing time zones Session length

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Paying Incentives Collect minimal personal info Deliver quickly Appropriate for location

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STAGED Incentives For Contextual Inquiry Start with $75, then at the end oﬀer $25 more for environment photos Self-made diary studies

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Advanced planning: hybrid studies Why use only one method? Some methods don’t tell you the why 3-5 remote interviews is all you need

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RECRUITING FOR REMOTE

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So Marv, how do we ﬁnd people for these studies?

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Stop harassing me and get oﬀ that weird plane.

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RECRUITING OPTIONS Grab someone in the hallway Grab someone who isn’t directly involved in your project IM your friends for a quick look Panels and recruiting agencies Real customers from marketing lists Site intercepts realness

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GOLD STANDARD Live recruiting Get as close as you can

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RECRUITING OPTIONS Ethnio Links or house ads to online forms Recruiting agencies Customer email lists Panels Craigslist/online ads

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USE ETHNIO WHEN Website access Some budget Quotas are relatively simple

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USE FORMS WHEN You can place a link but not code Low budget Quotas are relatively complex Options: Google Docs Wufoo

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USE AGENCIES WHEN No website access People whine about ﬁrst-time visitors Higher budget Online recruiting failed

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CUSTOMER LISTS Sub-segments Ownership requirements No website access

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PANEL

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SORT OF

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CRAIGSLIST When other methods don’t work No dough Takes a while Embarrassing to admit to your friends

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LIVE RECRUITING MATH Target: 6 recruits/hour Allow for: 1% response (low average You Need: 10,000 uniques/day

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FUCK TIME SHARE SALES PITCHES

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Paying Incentives Collect minimal personal info Deliver quickly Appropriate for location

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Screener constraints Keep it short Diﬀerent from surveys Who gets paid?

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FIRE? see you at 4pm

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Your best questions

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Marv-o - what in the world does automated/ unmoderated/ asynchronous research mean?

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Sure, boss. There is an AVALANCHE of UX TOOLS.

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“At least a little behavioral” No surveys. No standard web analytics.

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Since 2007

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Can tools make us better researchers?

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CATEGORIES 5

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Conceptual For A Long Time Self-Moderated Moderated Web Analytics Automated Static Automated Live

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Tasks On Concepts For A Long Time People Talk To A Machine Talk To People Fancy-Ass Analytics Tasks On Images Tasks On A Live Site

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I.A. & Navigation For Ad Agencies Ammunition Insight Just Better Analytics Still More Ammunition More Ammunition

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Conceptual For A Long Time Self-Moderated Moderated Web Analytics Automated Static Automated Live Deep Behavioral UX Insight

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Opinions Conceptual For A Long Time Self-Moderated Moderated Web Analytics Automated Static Automated Live

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Ad Agencies Love It Conceptual For A Long Time Self-Moderated Moderated Web Analytics Automated Static Automated Live

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Jared Spool Hates It Conceptual For A Long Time Self-Moderated Moderated Web Analytics Automated Static Automated Live

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Remote Research Toolkit UNMODERATED (AKA AUTOMATED)

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3 parts Provide test target Record user behavior Capture comments (optional)

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USABILLA Clicks & Questions Heatmaps You do your own recruiting $49 - $199

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TITLE TEXT LOOP11 (UN-MODERATED)

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GOTOMEETING - $39/MO

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WHAT WE USE. A LOT. • Ethnio + GTM + iShowYouHD • Usabilla + Loop11 + Usertesting.com

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EXERCISE usertesting.com - code: uxlondon (1 free test)

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RESULTS

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REMEMBER, BE graceful When All Your TECHNOLOGY BREAKS

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WHAT THEY WORRY ABOUT

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WHO ARE YOU AND CAN I TRUST YOU?

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IF YOU CAN SEE MY SCREEN, CAN YOU SEE MY FACE?

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WILL YOU BE ABLE TO TAKE CONTROL OF MY COMPUTER?

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WILL YOU HELP ME GET THE PLUG-IN OFF MY COMPUTER AT THE END?

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WILL THIS WORK IF I HAVE A FIREWALL/PROXY/STRICT IT DEPARTMENT?

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IS THIS GOING TO END UP ON YOUTUBE?

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OXYMORON? REMOTE EMPATHY

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Taking Notes Second monitor if possible Excel Hack (for time codes) Reframerapp.com

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How to rig your notes Leave one column (A) empty for notes. Set the cells of the next column (B) to record the clock time of each entry in A. =IF(A2=“”,“”,IF(B2=“”,NOW(),B2)) Set the cells of the next column (C) to record the diﬀerence between the ﬁrst entry and the current entry =IF(ISERROR(B2-$B$2),“”,B2-$B$2) Fill down (Ctrl-D). Expect to use up to 120 rows for a session. Hide column B. You’ll never need to see it What the formulas look like Auto timestamp! Don’t write this down, it’s on page 104

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Observer Involvement IM Campﬁre Integrated Chat Passing Notes

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Recording Tools Phone Patch Cables Hardware Camtasia (Windows) iShowU HD (Mac) Software

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Phone patch set up

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HYBRID STUDIES Numbers actually do lie sometimes And they don’t tell you the why 3-5 remote interviews is all you need

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So, what could go wrong?

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3 points of failure Technology yours participant’s observer’s Recruiting Test Design

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Control what you can control Which is, your set up. You wouldn’t go backpacking without checking your gear. Do it 24 hours in advance. Or else.

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Prepare for what you can’t control User’s dog trips over power cord Internet aﬀected by local weather User can’t install Doesn’t know how to install

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Mid-Session Tech Problems

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Live Recruiting Problems What if they gave a study and nobody came?

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Increase exposure When you’re not getting enough views When the wrong type of users are responding

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Increase incentives When it’s cheaper When you’re almost getting enough When segments are tough

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Switch methods When base traﬃc level isn’t high enough

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Script Problems Cut the BS.

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MOBILE REMOTE RESEARCH?

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ADVANCED TECHNIQUES One to many moderation Multi-threading

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PORTABLE RESEARCH

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BURN THE SCRIPT FIND OUT WHAT MATTERS.

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ADVANCED TECHNIQUES High Emotions

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THE FUTURE MOBILE MOBILE MOBILE MOBILE MOBILE MOBILE MOBILE MOBILE

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DUAL LENS STREAMING FIELD RESEARCH •Livestream •Flip Cam •It’s the view ﬁnder, silly •Actual duct tape

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Tony Fadell

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Treat every member of your team like an artist.

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Logic ≠ Intuition

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Logical photo by ﬂickr.com/photos/80849382@N00/3306939463/

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Intuitive photo by ﬂickr.com/photos/51035750608@N01/117683322/

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How do you know when something is innovative?

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“It’s been done before” - Bill Buxton | “Long nose of innovation”

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“It’s scary” - Marty Neumeier | The Designful Company

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remoteresear.ch/ias12 DISCOUNTS!!

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nate@boltpeters.com @boltron