DR2023 Hossein Raspberry - The good, the bad and the complex: appreciating complexity through frontline UXR

Design Research 2023 - Day 1

During this presentation, I will delve into the challenges I faced while transitioning from researching consumer products to products used by expert users.

I will share how the typical research process gave me limited kind of work I could do and how opening up to rethinking research processes helped me see how far research can go.

Transcript

1. N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . .ca e.c .a ca e@ .c 0447 904 255 UX A a a D R a c 2023 W a , 15 Ma c 2023 Ca ed b : Be ade e McG d c & Ka e A a
2. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 5 HOSSEIN RASPBERRY: H , e e e. M a e H e Ra be a d I' e c ed be he e da a ab e ea ch g c e e a d h ada ce e . F , I d e a , ha e e e e ea ched a c ha a c e f de a d? O ha e e e fe ha he e f feedbac e e ece g d g a e ea ch e a ' e a he e e f de a d g? If , a e a e. Whe I ched bec e a e ea che f a de e e a f h ch d a edge f he f e d, I hea d h g e h f e . "I he d c de a d , a d a be be e ha d ." S , he hea g h a d he a c e f e , I a ed ha e c d ea a d I fe e he ed beca e, he c e f b, I a ed f e ea ch g a a ge f c e -f c ed d c , ch a ba g a ca a d ea g e ce , a d a a f b b a d ed b de e e . S , I a ed ea g he a , ec f c c ce . I a ed a g g d a g, a d he e f h e c e I , he e I de d. B I a e he ed, a d he e' h . Th ab h e a he ca e ea ch ce . I a e he e e - de f g e ea ch e a d ec b ec e . Def e e ea ch e h d , ec a c a , c d c he e ea ch. O ce he e ea ch a ed , a ca h he ec h e a g e ha a eh de a e g g ffe f e ea ch a e a a d ha he gh f he e ea ch a e f g e . B h ce ge a e ab d he a e ea ch g e e e a d d c ha e e d a edge f a ec f c f e d. I e f e e h a eh de a d e , a I a hea g a g bbe h, I a a g e f, "H a I g g c d c e e a d g he f e d f I d ' de a d he ech ca
3. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 6 a g age f h e e ?" A d e ha ha , h a I g g e de a ed d c g de a d e ea ch a f I a e fa a h he a d f d c ? S , h he e e ce f a a d I' ea ed da ha e h e f he e I ea ed he I a g g h gh h a . F , e cha ab ha c e ea a d h he e f he ge e a a d ffe f e e e . I' a e e ha e e e a e a e a a e e e. Ne , I a d ce a c a e ea ch a d h a ed he da he I a e ea ch g c ha e e a b e head. Th a a ga e-cha ge a d I ca ' a ha e h a e d . A d f a , a d e h f ha he ed e a c g a d he ed e e f a d, e ec a d g b a d g h d c . B f e ' a h d ffe e ce . I e e da fe, e a e d ffe e d f a a e . We a ga e he ee e, e a , e b c e e. B ha e h gh ab ha ' beh d he ce e f fe a h c ea e a d ha e c e he e e ce ? A d he e f e face ha he e? U a , he a e e e e da e e c a ch he face a d he c cea he c e de ea h. The e e g he bac age, he e d ffe e e face , a d e d ' ge ee ha bac age f e , e e a e a f ha bac age c e . S , h he ea I ga he ed a e a e f . Wha ee he e a a ca ha de ed he Ne he a d chec he a ched e a d b he a c e e. A d he e he e face a e ed b ched e ad a h ha e c f d a g he cha ge he ched e, a ca ce a , a d de a , h ch a e a e d a ed he b e a . G g e e e f he , he e face he e ed b de e e h a a c ea e
4. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . h e e e ha a e he a e ed b c e c e a e a ched e ad a . A d a ca ee, c e a a e - f e ea ch c e a ch ec . I ca e, a f fe a de e e . B ega d e f he e d- e , he e a a e ha g a a e ha d ffe e a e he e f ge e a a . F a ce, he e a e e a ce a g. The e a de e a g f c e- a f ed e a d e e e a g, a d ha ' h he a e e hef b a d g. A he d ffe e ce ha he e a he e e e dea h acc h g - ea b ec e h a e-def ed f f a c e . The ba ca a e c ea e c f a d ga e a a ha be f he ec f c ec a he ha be g ed ea ce e . I g e a e a e f h a e . O e a a d ceab e d ffe e ce he e a h c e a e ag a c f c a e ae he c . S , ch a , he b he g, a d he e a e ace ef f -f c a . A d beca e f ha , he e a h gh f a de . He e a e a e f a a ca ha e ha e ag a c a d h ed b e g ee a a e he ea beh d h gh e ba d d h age. F a e ha c a eed dea h c ed g a , he de e a e e f ge c ee e e h g a he e a d a he a e e, a d ha ea he e face h d ha e h gh f a de h e a ge a f f c a , ch a ea - e da a a d e ec ca ab e , a ga ed a a ha be f he e e e . A d a he e c ed g a ha e a e a g ab , he a e ac a e ce ed be h gh e a d g f he e , beca e e
5. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . eff a eg a a f he ce , a d he c e f e e a ed h a e a d h ca . H e e , a g a d ffe e a be ee a b c e c d d a g. Tha ' e he e he d ffe e a c e f he deg ee he a face h c e . F e a e, h ab he e e e ce f g Ad be I a c a ed a e e Ca a. O e e a ha ha e he e c e he e , a d he he d a ha ha e he e c he e . I de e d he c e a d e f h e e . A d e e ha e e e eed d gh be d ff c f de a d beca e e a ac he d a edge de a d he ca e a ce ed h e e ' c e b e g. I ca e a a e ea che , f c e, I ca a he c e a e ea ch ce a e g a d a ca . Bef e bec g a UX e ea che , I a g he a e ce acade a. B h e c e , beca e f ed d a edge, he ce e f c d ' he e de a d ch ech ca ad a ced e h e e f e e g h fea e-de e a ca . S , h d d I b dge h ga ? A d h d d I ada ce e ch a a ? S , h he e a c a e ea ch ca e he ga e c ea e he ba a ce a d a he h d ge g c e , a d ea h e he g e ed ce he hef b a d g I a g g h gh de a d e f a ca . Pa c a e ea ch - f , e ' efe a PR - ab e gag g h e h a e ece a a ed e ea ch b e e he e e f e e h a e he f c f he e ea ch. S , ' ab de g g, de e g, e ec g he e ea ch, e e he g he da a h e be g c e f e h gh he h e ce . D e a be d e a c a de g , he e e e
6. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . e h de g c af ? Ye . A d ha ' beca e PR h g e . I ' e f he a ce f a c a de g a d ca be aced bac 1940 a d '50 , he c g bega e h ad a -d a ach e ea ch, a d he a ed e g e e a f g he a c a h gh he e ea ch ce . S ce he , ' bee ada ed a d ed a d ffe e d f f e d a d d e , f d g a , ba de g , b c hea h, a d e d e . B h h d e he c e f ? S , de g g a d de e g a e ea ch a e h g. K g he b ec c e h a e ea ch a a d de f h e e ea ch eed e h g e e. F h gh ech ca d c , d ' ece a ha e ea e fec de a d he d c f a de f h e e ea ch eed a d f a c e h e ea ch ad a . F ch d c , I a a h ge e f c -c ea g h he e . A d he e c e he e , he e I ad ca e f h a ach. Of c e, h a e a e h d, b I e h h ed f he c e f b. S , bef e ge g a a , e ha e ha e e f da a b c ace bef e f g h e h d e e da ce . A d he f h g a de f he e a e . I had f d h I c d add a a add c e g f a eh de he de g g e ea ch. I ca e, h a e d ff c beca e e ha e ea f e e h e a ca c ea e a ha a e ed -h e. S , de e d g he ec , I a each g e e a e , a d I a e g e he e f feedbac I a ee g, a d he I a c ab a g h he a a he d ffe e ha e f e ea ch. B h h c ab a d e ac ce? S , b c ab a I ea ha I ed he ce a he I a g d c g de
7. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 10 a d he I a g e ea ch a . I a a g e he de a d ha ac e d ag ee e a f he c ab a , I ga e he he d ag ee h e a ch a b e. The e e g e acce a he e ea ch a , e , he c d ea e c e . A d he e e e ec a ed b a g e h he a eh de he c d e a c ce ha e d d ' de a d. A d f a , he f d a e e a d f h he e ha d ' c b a . A d ha ' h e c d a e e ha e ea ch a g g f he c e f e e e e e e g g d . La e , he ca e e c d c g f e d a d e e , he a e e a e e e a g h e h gh h e e h e e a e ha e e ec ed a e ea ch a c a . The e e a e , e ea ch a e , e e g a b e e a d e- a e , he e ea ch e a e, h a I e e a e de a d g he d c a d ge g b gged d h ech ca de a . A d ead I a e d g a e de a d g he e d b h e e , he c e a d he e a de . A d ha he ed e ha e a e a f a b e e de a d g he e . Whe ca e he , PR a he ed e h c ea g e f a . Y , f I' e g a ec ded e e e a d he I d f ag he c , I a a , "OK, h ha he gh ha e ea b h h a e h c e ." B he I ed e a e d- e h gh he he , I c d a he e a d he c d e-e a c ce I c d ' de a d, a d e c d b d f a e a , a d he e e g h e de a d . S , ha a ed f a e f c e a d I c d ea de a d c ce be e .
8. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 11 I e f e ea ch e h , he e a e d ffe e ce be ee PR a d c e a e ea ch. I PR, e d- e ha e a he e ea che he b ec a e a ha d, a d he a a e ed d g he e ea ch de g ha e ha he ca he h e h a g he e , he he e ea che g e he f e d, e e e ca e a e he c a d b h he e ea che a d he e ca ea e e he a e a g age. O e a , he ce e f e ha g c , a d ' he g he e ea che ge e gaged h he e a a he d ffe e ha e f e ea ch, be h gh he he he c e e e e g he f d g a d b adca g he gh . A d e e e ce, I h h a he h c ea g ec a d a g he e ea gf beca e he ec ca ge he be ef f he c ec e d f b h he e ea che a e a he e d- e , h ch a c ea e e ea gf f d g ha ca be a a ed ac . B a de , ha a e he b da e f PR? T ha e e h d e e a e ? I e e be f e f f ec , I c ed h e d- e ga he f a ab he ech ca e f he d c , a d I he ea ed ha , h e c g h he a ea ef , ed he de h f de a d g I c d ha e ach e ed. S , a he ec , h ch a hea e a ed he e face f d c , I dec ded a e a d ffe e a ach, I c ab a ed h e a e a a he d ffe e ha e . A d e e he ca e e e e g he f d g , I a ed he f he . A d he ed e h e e e a a eh de de ec f c e a e a d -de h e a a f h ce a fea e ed. A d I a ea h ed ee ha b g he h gh he ce , e c d d f ac a e he a g a f PR, h ch edge d c a e de c a c
9. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 12 a e . We h d be a a e, h gh, PR ha ha e . Whe e e a e d- e a e ea ch a e , e e ca ead he be e e ha a f he feedbac be hea d a d ac ed . F e f d e , h ch a e e e g e f he e e a e d- e , e f e ea ch a e ed e a d he a e c ed ab he c f he d . He ed e e a d e a d ded h feedbac af e he e . A d a he ec g e ed, he bega ea e I a a g a f h feedbac acc a d he bega fee a be I a e e ed a e c ab a . Th a a a e ha c d be a ded gh f he beg g f I had e a ed he e f a c a a ach. S , ce he , I a e c ea f e ea ch a e ha he de a d I d he a d I d eed he he h gh he h e e ea ch ce beca e he d ab he b ec a e a ha d a be e ha I d , a d I a he e a he e ea che fac a e he e a d a e e ea ch eed a he ec g e g. Be de PR, e h g e e ha he ed e fee e e he ed he I a g g h gh a e ea ch g e e e a a d e h f . F c e -f c ed d c , I c d a a bec e e he a e g h gh h a g ea ab he a d f h e d c . B he I a ed e ea ch g c e a a ge g e e e , I a ed ea e ha h g a ch a b e e a a a g g he e a . Wha I ea a ha I a a ee g h he ea e e he , a d I a he ded ca ed e ea che . A f h e I a g h, he de g e , he a a e ab he b ec a be e ha I d d, b ha d d ' ea I c d ' e ea ch d c e e e . J e h a d . I ' ab de f g a d a g he gh e , a d a f
10. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 13 he . S , ha a a , e ca ha e a f c e a ab e a h g h e , de g g h e a d ad ca g f he . We ca e e ad ca e a g d a he e e . E e e a e d ffe e b he ce e f e ea ch a e a he a e. B g he he ce , he ca c b e a e he e ea ch e ac f b f g e a h f h e h c e f he a e ace a he . A d e e be , b a de g e a d e ea che de a d e . A d e e f a e e ea ch g de g g a c e e , b e e gg e h a c h f g a e h d ce , ca a a ada he e g f a e he c e f b. I de f e d ha , I a e g f b a d b g ha e e e a g h a c a e ea ch a d c e ac ce. I h e f d he ef . Tha ch f e g. (APPLAUSE) STEVE BATY: Tha , H e . H e c d c h Q&A a he S ac cha e . He' g a d e e e e ha a ha e. S , f g he S ac cha e a d add e f H e he e, he e he e e h e, he e e e a d d Q&A ha a . S , H e , ha ch f ha e e a . Tha . HOSSEIN RASPBERRY: Tha f ha g e. Ha e a g ea da ! STEVE BATY: OK. Th ee ea ag , f e a e e be bac ha g, h ee ea ag I a g a he a S d e , ge g ead f Me b e f De g Re ea ch. I a a e ac h ee ea ag . I h gh ha e bee he 16 h a he ha he 15 h, b a h ee