Ally Tutkaluk - When UX interview questions hit too close to home…

In UX interviews, it can be hard to get good-quality, unbiased insights (without acting like a heartless robot). With most FMCG and entertainment products, this isn’t too hard – but what if your product is related to health and personal issues? How do you remain objective and get valuable data from a user, while still being sensitive to the issues they’re going through – which you’re currently interrogating them about? The typical user story of asking participants to 'imagine' they have a cancer diagnosis just won't work for some projects.

This talk will cover tools and tips for running UX interviews to ensure vulnerable users are treated with dignity, respect, and empathy – while still being a source of valuable insights.

Transcript

1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a UX A a a 2020 - #UXA2020 Da 3 T da , 27 A g 2020 Ca i ned b : Tina Fall
2. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 29 STEVE BATY: Thank f j ining . ALLY TUTKALUK: N blem, hank f ha ing me. STEVE BATY: We a e ead f hen a e ead . ALLY TUTKALUK: Al igh . Le ' ee if I can ha e i h ffing i . STEVE BATY: I all l k nde f l, I'll hand e . ALLY TUTKALUK: Thank S e e, hank UX A alia and hank e e ne f c ming. H e ' e all ell. I'm dialling in f m B i bane. I k a he Le kaemia F nda i n, a S e e aid. S he e, I manage c a e digi al channel like eb i e, a ell a ea ch medi m . Y ma kn a he cha i behind ha li le f nd ai ing e en , ma ha e hea d f i , he W ld' G ea e Sha e. B e ide f ee e ice like acc mm da i n, inf ma i n, c n elling, g e le li ing i h bl d cance and e al f nd e ea ch and g am in bl d cance like le kaemia, a ell a ela ed bl d di de . O Wa ne b he i b i l a ell- i i ed e ea ch b e le h ha e cance a ell a nde f l f nd ai e , d n , l n ee and he a ne . The ecen l c m le ed eb i e ede ign jec i he d i e f m alk da . In 2017, he Le kaemia F nda i n f Q een land and A alia me ged bec me ne na i nal gani a i n. O e he ne ea e ice deli e changed a i became na i nal and in ha ime e al c nd c ed e ea ch i h e e nal akeh lde ha h ed hei digi al need and e i emen had changed in ha ime, . S , a eb i e ede ign a nece a . We ked i h S dne agenc ma lin h gh he jec . I kicked ff in ea l 2019 i h a h gh
3. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 30 e ea ch, di c e e and hi e ea ch a able inf m he de el men b ief and i c ld g ide de ign. Af e e ea ch, de ign and de el men f ll ed and e en li e in mid J l 2020. Ye , I had a l ng h lida a he end f ha . J a ick eek a he bef e and af e . We' e g he ld h me age n he lef and he ne h me age n he igh , a li le bi f a diffe ence he e. L k e , ell me ab he UX I hea a . Of c e, ha ' h ' e he e. Le ' ge i . Th gh he jec e did h ee nd f e in e ie . Pha e 1 a ea l in he di c e ha e, agenc c nd c ed Q&A- e in e ie i h e and aff. The aim he e a find h e le ed he i e, ha inf ma i n he g f m he ce , h he in e ac ed i h he f nda i n in gene al and m e f a en e f hei dem g a hic and h he e e. Pha e 2 a in ea l de ign age and in c nj nc i n i h agenc e e ed a e i h me e . The g al he e a eall en e ha he i e f ame e e lid and de ign and c e e e n he igh ack. Finall , la nd, e did abili e ing n he 99.99% fini hed i e. I a ab 3 eek bef e e en li e and e c nd c ed hi in-h e. Thi nd f e ing a b h i n an eall gla ing i e ha e c ld fi i g -li e a ell a gi e a en e f an eak an f he e ing e migh an l k a h l af e g -li e. Wh am I he e? Wh am I gi ing a alk nice e le? We a e ea l n ha a anda d a ach ha ' e ical f a l f in e ie j can' a l jec . The ea n he e e e 2-f ld. The fi , d c i a bl d cance inf ma i n eb i e, immedia el he e' challenge he e ha babl a en' icall faced b a e ail f d e ice P d c i i C mmi i n. Take, h e . A ical e a k f an n-line h e e c ld begin i h, "Y ' e j b gh a ai f h e ," b if a l ha line f e i n d c , i bec me me hing like, "Y ' e
4. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 31 j been diagn ed i h cance ." Ma be I c ld la al ng, imagine ha ' ha ened, b e' e a king e . Tha ' he he ea n. O e ha e diffe en backg nd . S me ne i ma ied me ne i h bl d cance , ha e a bab i h bl d cance ha e j been diagn ed. All f a dden, ha ical line f e i ning j d e n' feel igh , d ing e ing i h e le affec ed b a life- h ea ening illne eall need ake a fe hing in acc n . I need a diffe en a ach, I'm g ing ha e ha e lea n . H ef ll i ma be i able f me f jec a ell. I ' babl g ing be m a licable d c ela ed heal h, b I hink he e' al g ing be lea ning if ' e king eall n an bjec ma e ha c ld be en i i e a ma ic f e . S e 1, d h me k. G d ld S e e K g, he aid "Rec i l el ", a in a b l el ec i ing f m a e di e e a dience and hen g ad all f c in. Y migh hink, "Oka , fine, ec i 10 a ien . D e n' ma e ha diagn i he ha e, he ' e a ien , he ' e e f he i e." Thi i icall e he ' e i e e , b i h man heal h- ela ed i e , bl d cance i n a black and hi e hing. S me a ien a e in an ac e ha e in he middle f g elling ea men and me a ien a e in a ch nic ha e. The migh n be ecei ing ea men a all and an e en g ing ab hei n mal li e . Wi hin he e b ad a ien g ' e g m e b e . Y c ld ha e a ch nic a ien h migh n be nde g ing ea men , b he ' e a al ed i h an ie beca e f he c n an ha -if he face each da . Wha if hi i he da hei d c ell hem hei cance ha g en e. I a im an ha e did h me k, e made e e e en' ec i ing an ne h a in he middle f e in en i e ea men had j been diagn ed like a ma e f eek ag . H me k al hel ed nde and he e e le e e a n hei
5. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 32 j ne . If e e e g ing be alking me ne h had l me ne cance ha ing ha inf ma i n hel ed en e if e' e a king an e i n ab finding g ief inf ma i n ha he e i n e e g ing be ac f l. Simila l , kn ing if me ne a he ca e f hei a ne hei child hei f iend, ha hel ed c af in e ie e i n en e e e en' nnece a il ca ing hem an di e . We al made e e e en' ec i ing an ne h 'd been faced i h an he addi i nal maj life e e ecen l . L ing a j b, e nal challenge , hing like ha . I hink he UXPA he m he in f h me k eall nicel . I ' ac all in hei c de f fe i nal c nd c . The e' a ec i n ha a e , "UX ac i i ne hall n e e a ici an an n ea nable h ical, men al em i nal e ." I hink ha m i eall ell - ha ' i , ha ' he name f he game. N mbe 2, eak e i n . F fi nd f e ing, e e i ed he in e ie e i n i e a bi f m hei ini ial f m. S he aim a eall ake h me k in acc n l , f c e, fea e f he i e e an ed e and an h he e e had ha e an ed e and in me ca e e did ligh l eak a e i n de ending n he he e e e alking a a ien n n- a ien . D n' f eak , e ill ke he bjec i i in he e. We e e ca ef l n ke e l lead e le d n a ce ain a h. We'll ge in e am le and I'll h h e did ha . One ini ial e i n a : "Y ha e been diagn ed i h a bl d cance . Find inf ma i n n h manage k." Thi can be a e c nf n ing e i n. F me e le, a h e d , he ' e in an l an ed back hen he fi ecei ed ha ne . I ' al a bi ei d a ha a a ien , "Y ' e been diagn ed." Well, e , b i l . In e ing, e changed hi e i n f a ien : "Reflec ing back hen e e fi diagn ed..." I ' a e im le eak. We' e eall j changing he e b, in ead f "Y ha e been", i ' eflec ing
6. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 33 hinking back. I ' he ame e i n, i ' j a li le bi f e and i ackn ledge he b i " ' e been diagn ed". We kn he ha e - he kn he ha e. A king hi e i n i a nd in d cing i diffe en . S me hing like, I'm g ing a k elf in he h e f me ne h ha j been diagn ed i h cance . Find inf ma i n n h manage k. E en h gh he ' e n a a ien , he e' n need la nch aigh in a eall bl n e i n. I ' n a billb a d ha e' e making de igned elici d na i n . We' e alking e ne- n- ne I d n' hink he e' an ha m in making i m e c n e a i nal. The in en and he di ec i n i h he e i n i ill he ame. We' e n leading hem, e' e j eall ef aming ha back . Wi h hi ne e am le, i ' j a ma e f eall im lif ing he e i n. We a ed i h: "Y ' e ied ab he im ac diagn i ill ha e n finance . Find inf ma i n n h 'd manage finance ." Thi e i n, l k, i ' babl ka f a n n- a ien . I hink i ' ef l f hem ee ha link, ka a diagn i can im ac n finance , ka , c l. B f a a ien e an ed im lif i e changed i : "Can h me he e 'd find inf ma i n n managing finance ?" O i c ld e en be me hing a li le bi diffe en like: "A kn , a diagn i can ha e an im ac n finance ..." A a ien kn ha a diagn i ha an im ac n finance and ha ing ding like "Y a e ied" i ' kind f ed ndan . I an ne ac all ha ab finding ab an im ac a finance ? Ma be if ' e n he l ha ' babl he nl i i e cena i in hich finding an im ac finance ld be a g d hing. We' e a iding a ing he b i in hi e am le. Final e am le, hi ne a f ca e ha e e e alking . Ini iall he e i n a : "Y a e l king af e a ne , h ha been diagn ed i h a bl d cance . Find if he e i an f ." We kne ha me f
7. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 34 in e ie ee a e he ca e f hei a ne , again, e didn' need a e he b i . In ead e f ened i f hem and added ha in d c i n. I changed : "A kn , i can be challenging ca e f a l ed ne..." N e a e hing i a li le bi a e' e injec ing a li le em i n i h he d "challenging", b I hink ha ackn ledgemen i ac all i e a ef l l in hel ing b ild ha a i h in e ie ee . S me f ma emembe , like Dan aid e e da in he ening e i n, can f ame he e i n in a a ha h e ha d nde and. M ing e 3, ie e i h a diffe en e e. Thi i f hen ' e nea l ead ck. Wi e f ame a e n in , king e fec l . J ake ne m men , e ie ha a ia e e f m he in f ie f e . We ac all had an in e ie ee, a a ien h a eall e ci ed be in l ed. The ac all aid me bef ehand, "Can make e he e' n a cance fig e n he e, I find ha e ing." Thi a a big e e- ene , i a me hing I hadn' e en h gh f. We can' c n l ha e le ee n he In e ne . Once he i e' li e, e can' c n l ha , b f he e i a ch a im le e e and i a n' g ing im ac n e e l , h n ? I a e ea f me j ickl can ha e, make e ha an c didn' c n ain an a fig e . J kee in mind, i he e an hing n ha e ha c ld ac all di ac e e d ing e ing? Ma be ' e j ickl ch cked me Te -- e an image ell, i ' he e, ma be ha e a la l k. N mbe 4, be a g d h man. Thi i an ea ne, I'm e ' e all g d h man al ead , f c e. The e' i he e - b ild a a i he in e ie . I ' ea d , b i ' eall g ing make a diffe ence h gh he life f he jec . If ible, make e ha e ha ha ne ame in f c n ac h gh f m ec i ing, h gh he in e ie , h gh ha
8. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 35 hank call a he end. Ma be ' e king i h an agenc and he ' e nning in e ie , ha ' c l. Ma be can ha e a aff membe f m gani a i n i in n h e in e ie and ma be ha aff membe c ld e en d in d c i n a he a be een he agenc and he in e ie ee. E en be e , if he aff membe ' he ame e n h ' been ha in f c n ac f he in e ie ee f m he beginning. An he ad an age f i ing in i al ge ee fi -hand if he e' ce ain e i n ha ma be a en' i able h ld be e ked f f e e i n . O he i - be fle ible i h aking b eak . I g e i h a ing, d n' ched le in e ie back back. H m e ime j in ca e. Rea e in e ie ee a he a f he e i n. D e n' h le hem kn , if an hing i igge ing can and ake a b eak, n big deal. Al c n ide , if d enc n e a e h d e ge a bi e e e e c nce n ab me hing, le a ele an aff membe kn af e he in e ie . The e in e ie can d edge l f feeling and hi f e le. We did ac all ha e an in ance in fi nd f in e ie he e a e g e e in he in e ie . S af e a d I ac all did a ha n me ne in eam j le hem kn ma be he j an each he ee if he needed an e a . Can' h ch ba e i h he in e ie ee a da bef e ma be e en a da bef e. We had an in e ie ee, al in he fi nd, h had been fine a ici a e he eek i , all g d. B hen he in e ie da came a nd, j hadn' been a g d c le f da f he and ha a eall a le n f check in he da bef e. Email , he ' e e c n enien f e ing ime b i l , b i al , I hink, hel if me ne can a lea alk he in e ie ee a lea nce n he h ne bef e ha in e ie da . Y can ick a l m e e ball engage h -- ga ge h me ne i feeling. La ne - b n nd - j a fe m e ick lea ning . U e
9. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 36 c lleag e . If ' e a a cha i a h man e ice gani a i n, babl k i h he ind fe i nal in me ca aci , e hem. R n e i n b hem, ge hei feedback. If i ' a ia e ma be if ' e dealing i h a gh bjec ma e , ee if ne f hem an i in and ma be he can ffe ad ice. D a d - n in e ie i h hem. The a e a eal h f inf ma i n and in igh in e and i ' me hing I'm e a ecia i e f a he Le kaemia F nda i n. O de a men ha l f aff membe i h an Allied Heal h n ing backg nd and he ' e eall been in al able h gh he h le jec . Cl e ha l . Ci cle back in e ie ee and hank hem. G e i h a ing. Al , if ' e e ing me hing ha ' n i e li e e , le hem kn nce i ' li e. Sh ff a e nal email a he han le ing hem ee me hing and m n cial media age like e e ne el e. L k, finall , I hink he ke akea a emembe h gh h le jec i hi , f a l f e , he c i ' e nning i h hem i hei eal life. Dealing i h cance a diffic l i e, e le c ld d i h a b eak f m hinking ab i e e n and hen. The ' e ac all aking n ha e a men al l ad f jec a a ime hen he ' e al ead g m ch in hei head. Tha ' i f m me. Thank m ch. STEVE BATY: Thank e m ch. We ha e ne e i n f and e ha e ime f ha e i n. I'll ickl ead i . I ' f m Beck . Can I a k: "I nde and h didn' ec i e le h had been ecen l diagn ed, e hi can be he ime hen e le a e m de e a e f inf ma i n and ma e i e diffe en l han he ill la e n. H did en e e e mee ing he ne f ne l -diagn ed a ien hile e ec ing hei i ac a ha ime?"
10. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 37 ALLY TUTKALUK: Tha ' a g ea e i n, Beck . F hi a ic la jec , e babl fel I g e ha e e e a bi afe e cl de he ecen l -diagn ed a ien , beca e in a e i e ea ch jec e had alked a l f ecen l diagn ed I hink ha babl defini el hel ed. B I hink in he f e if d an alk e le h ' e ecen l been diagn ed defini el ha ing h e c nnec i n i h he ele an aff heal h aff in gani a i n a e a h ge hel , beca e f en he ' e alking h e a ien he da af e he ge diagn ed he ' e eeing hem in he h i al and he can eall gi e ha in igh in , "L k, d n' g he e," "The 'll ac all need hi a he m men ." STEVE BATY: Thank e m ch. Ma ha a ick e i n f , hich i , "I'm keen ge e e ience n lang age ch a cance i ." ALLY TUTKALUK: Ye . I' e ked in a fe cance cha i ie e he a decade and i i fa cina ing h in each ne he e e nal a ien and ca e , he each efe diffe en e min l g . Yea ag I ked a a a e cance g and he liked he e m "c n me ". I ked i h O a ian Cance Canada and he l ed he e m " i ". A he Le kaemia F nda i n, I hink e he a 7 ea I ha e hea d e e al diffe en e m. We n a " i ", beca e I hink f a l f e le he d " i " me e le a me, ' e d ne, ' e g d, ' e c ed. The e i ill a l f effec and emi i n effec ha e le ha e deal i h ha a e eall , eall ha d. A he end f he da be g ided b e , be g ided b h e heal h fe i nal h k i h hem and ma be d n' be l cked in hinking f ha ne a ic la d. I kn I' e ed he d " a ien "
11. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 38 a l in hi e en a i n, b e icall efe e le a " e le li ing i h bl d cance ", beca e ha i a ide e m ha ackn ledge he e a e a ien , b al ca e , famil , f iend , e le in emi i n, e le h ha e li ed h gh i . Tha a a e c n l ed an e . Yeah, l k, I hink a he end f he da I'm g ided b ha he akeh lde a e l king f , b in gene al, in m e e ience king I ha e f nd e fe e le d like he d " i ". STEVE BATY: Righ . Thank e m ch. ALLY TUTKALUK: Thank . STEVE BATY: Tha b ing he end f he m ning e i n. We' e n g ing ake a li le bi f a b eak. We ha e medi a i n e i n again and a ga e i n again da i h Rebecca, hich ill be a ing in a fe min e ' ime a 10.30. We'll be back f ne e en a i n f m Nanc a 10.45. Thank , all. (M ning B eak) STEVE BATY: Thank e m ch. A e e ead ? O ne e en e da Nanc , j in f m he US. We'll ge Nanc n-line. Hell , Nanc . One f he hing e' e been l king a d ing he c e f hi c nfe ence and e'll c n in e c me back a i i e a i ing f he need eak , k i h a di e e g f e le en e ha de ign k i d ne in a a ha i i h he e le h 'll be ing hem, a he han de igning a e le de igning e le. Nanc ' g ing alk h gh h e e gl bal e ea ch na iga e ac c l al b nda ie . Hell , Nanc .