Ruth Ellison & Michelle Pickrell - 10 things NOT to say to user researchers

“User research is just having a chat with someone, anyone can do it!”

How many times have you heard this before? If you are a researcher and someone said this to you, you probably felt undermined and frustrated. If you were the one that had said this, then even more reason for you to come to our talk on the 10 things NOT to say to user researchers.

In this talk, we’ll cover 10 frustrations of user researchers that come up in projects and teams. We’ll share ways to mitigate them to get better results, and happier researchers.

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 4 F da , 28 A g 2020 Ca i ed b : Ke ie C ke
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 59 RUTH ELLISON: Hell . STEVE BATY: I ca ee R h. I ca ee Michelle. MICHELLE PICKRELL: Hell , e e e. STEVE BATY: Welc me, elc me. RUTH ELLISON: Tha k . STEVE BATY: I ill le g f i . RUTH ELLISON: E celle . Tha k . STEVE BATY: I ee lide . RUTH ELLISON: A e e all g d? STEVE BATY: Y a e. RUTH ELLISON: E celle . MICHELLE PICKRELL: E celle . Hi, e e e. Welc me alk 10 hi g a e e ea che . N I fi l ld like ack ledge he adi i al c dia f he la d ha e a e all Z mi g i f m a d e i h ack ledge a d e ec hei c i i g c l e a d c ib i he make he life f he ci ie a d he e egi .
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 60 RUTH ELLISON: Tha k , Michelle. M ame' R h Elli , I' e bee ki g i he de ig e e ea ch field f he la 18 ea ac g e me a d he i a e ec a d I'm eall a i a e ab c ea i g g d ai able de ig c l e . I head he eam f digi al eciali i A alia G e me . MICHELLE PICKRELL: Hi, e e e I'm a e e ea che a d a PhD ca dida e. M f c i he de ig f de ig . RUTH ELLISON: Thi i a ligh -hea ed alk ab e hi g a e e ea che . H ge be al e f ki g i h e e ea che . I' e b ke hi i f mai le ake a a da . MICHELLE PICKRELL: S fi l , le e i ha e ea ch i a c af . RUTH ELLISON: I a a i h a cla ic. Wh ha hea d hi e bef e? I ' j b j cha i g i h e le?" I a ki g i h a jec ma age a mbe f ea ag bef e Agile k ff i A alia. He a ' e h e eeded m ch e a a i a d ime f a a ge f c mi g e ea ch jec e e e d i g. He came a d aid, "R h, h i hi e ea ch la i g aki g l g? A e ' j g i g a d cha i g i h e le?" The e' f e a mi c ce i f e le e e ea ch ac ice ha ha e d eem eall ea a d a e ca d hi . N he blem f hi i de al e he c af e e ea ch. Whe i c me f d c la i g, ime ge de c ed. T add e hi i e, i ' im a ake e le al g he j e . N a a e e ea che , i feel ea ie f me g a d d he e ea ch a d 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 61 back he eam. B ge i g he eam i l ed i he e ea ch a d ce la i g f a a f d i g he e i a d a al i a d c me i h he i igh hel i c ea e he c llec i e em a h a d e hi f ha e di c e b i c ea e a a e e f e ea ch a a c af . MICHELLE PICKRELL: S h d eed d e ea ch? Ca ' j de ig ba ed e e ie ce? Wh ha had hi e bef e? N ma ea ag I a ki g i h a clie h a e he e e ea ch ce . We e e hel i g hem ede ig hei i a e . I me i h hei e ec i e h a ked me h d e eed d a e e ea ch? Ca ' e j de ig i ba ed e e ie ce? I h gh 'd aid 'd d e l f I e e jec bef e. I hi me hi g ' e hea d ? O he hi g I f e he e i cl de I'm e he e m be l f e ea ch he e h j e ha ? Al h gh he e a e ma f ame k f he de ig em a ell a e i i g e e ea ch ha e ca e accele a e de ig ce e , he e i ill l f k ha eed be d e e e ha each i di id al c e ha bee c ide ed. N hile he e a e le a d h ma beha i e ca d a , e ma be able ea il lif he de ig f m e c e a d m e i a he a he de l i g e eed a e likel be i e diffe e . RUTH ELLISON: S , ha i g ech ical i e . Le ' ha agai . The e e g . N ece e ime e' e bee eei g i me hi g like hi . M eam ca d e e ea ch, he did a half da f e e ea ch 101 ai i g. While he e a e g d ci c m a ce hile e h ld be d i g i
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 62 a d e am le ha ed ea lie b Kell a d JP, i c me i h challe ge i h he igh am f ime a d hi ki g behi d i , lea hi g a c d f e le g alk e i al a he a e . Dem c a i i g e ea ch al b i g he challe ge f de el i g he c af f e ea ch he e a li le k ledge ca me ime be a da ge hi g. N hi i ' al a he ca e, a i al de e d h cale e ea ch ac ice ac ga i a i , he de ig ma i f he ga i a i , a d he e f e ea ch ha eed be d e. MICHELLE PICKRELL: S le , al i g he e e ea ch ce . S i e f m j b I had a i a i he e he ma ke i g ma age c ac ed me a d aid, "Ca I ha e a e f m e e ea ch f he ale e f he c fe e ce?" The aid he a ed e ha eall h ed he d c i he be ligh ha f c e e e e a he ic a d f m a ac al e . I e lai ed a ici a ig c e f m elea e f m a d hi d e ' gi e a h i bli h hei k ma ke i g ma e ial. U e e ea ch i ab i i i g i e le' beha i , eed a d m i a i , ab ge i g feedback f ma ke i g a a ic la d c . U e e ea che a e e ible f he da a he c llec a d he ma age hi da a ba ed he c e ided b he a ici a . A a e l i ' im a ha e l k e ea che h ld he e hical ce e ha de i hei k. A d e e hem d a hi g ide f he f ame k . RUTH ELLISON: N h ha hea d hi e bef e? We eed a e m e e' e g i g a i ce i e ?" I ge ha a l beca e I k i g e me b I ke a mbe f jec ma age h i f e a a i g i ce i e beca e e' e a i g m e he
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 63 did ' b dge i . I ce i e a e ab a ac i g ali a ici a b a he e d f he da e le gh be c m e a ed beca e i h e al e hei ime a d hei i . Pa ici a i g i a e ea ch d i e e iall a cial e cha ge h eed feel he ' e c mi g f hi e e . S die h ha m e a i ce i e i cl di g ecei i g a fi ed am f ca h, a cha i able d a i a a ici a ' behalf, ca be e a a ici a e i e ea ch. We eed be mi df l f he am f i ce i e e ide beca e e a ide a am ha a ia el al e he ime a d i i h b eaki g he b dge . If d c ma age eed m e c i ci g, e hical a eme f e ea ch hich ha a ec i ab eimb i g a ici a . MICHELLE PICKRELL: Embeddi g e ea che h gh he de ig ce . N , ca ' mee i h he e ec i e, he ' e b , j g h gh me. Wh ha hea d hi e bef e? I ca be eall im a f e ea che mee he e i deci i -make de a d hei eed , m i a i a d i i f a a ic la jec . I e ie i g e le i he e le ca hel i h de a di g hei eflec i ha ill make a jec cce f l. H e e , all f e e e ea che a e ld he ca ' mee i h e ec i e e i deci i -make . Pe ha beca e he e e le a e e cei ed a bei g e i . Pe ha he ' e ee a ime he d c ma age a he e ea che g h gh hem. I ked a a eg mee h gh i e i a d I had he i c d c i e ie i h e ec i e ac ha ga i a i . Thi all ed de a d he e ec i e' e ec i e, he hi f he jec , a d he i i ha a ce al he cce f he a eg , hich ld be im leme ed a d ai ed e ime.
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 64 The ke le he e i ha b all i g e e ea che eak i h e ec i e , mea he ca de a d all he diffe e e ec i e a d ca f ame hei i igh i a a ha i ac i able b e ec i e a d he e . RUTH ELLISON: N I ece l me a d c e ki g a c m le d c b had ma challe gi g akeh lde . We e e cha i g ab h e e ea ch a i g i ha a ic la eam a d lame i g ha he e ea che e e e e d ci g a i igh ha he c ld ac i . I ' fi di g af e fi di g he e e elli g me. S I d g dee e de a d ha a g i g . I ickl di c e ed ha hei e e ea che e e bei g ld he e i ' ime d a al i , ca l e he fi di g f m mem af e he e i ? The e ea che e e f e gi e a fe h c me i h a fe ke i igh ha e i h he jec akeh lde . The challe ge i ge i g mea i gf l, high ali a d di ec i -cha gi g i igh i me hi g ha c me i mi e h . I e i e dee hi ki g a d ha e i e ime. I k ha ' e challe gi g hile e e e m i g a ace. S e f he ke f c f e e ea che i de el ha dee hi ki g a he ha j ide fa hi ki g beca e i da ' ld he e' he me h d f d i g ha ide a d fa hi ki g. L ki g a big da a, f i a ce. S he challe ge i make e e ca e f e gh ime e eed d he i igh . MICHELLE PICKRELL: N , hi i e f he m im a e , i m i i . Wh ha bee b gh i a he e d f a jec ? I ca ' c h ma ime I' e hea d e' e j b i gi g i make e e le ca e i . A f ie d f mi e e a e i e g am f k j ab icki g
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 65 he b , d i g e i g i h 18 a ici a f he d c . All he d c had g h gh a a age ame i a he la hi g he had d bef e he d c e li e. I ma lace , hi a he e fi bi f e ea ch ha had bee c d c ed f de a di g h he eed hi d c i e ici g, e' e i g ide f . N he aim f he abili e i g i c ec a ic la me ick ha edl e l ed i a clea de a di g f he he a d c ld be acce ed i he ma ke . N , a ca imagi e, hi e l ed i a c l e f i bei g a b icki g e e ci e i h he jec eam ha i g i e e i im leme i g he feedback ha e l ed i he e ea ch. All he ca ed ab i he he hei d c a ed he mi im m e a d c ld g e li e. N hi m del e l ed i d c g i g li e ha e e eable. Re ea che eed be b gh i f m he begi i g f a jec , e l a e ea ch i he ea l ha e he jec hel he ga i a i de a d he ai i a d de a d if he ' e l i g he igh blem . Re ea ch h ld he c i e h gh he ce a i hel he eam c i l lea . RUTH ELLISON: S la le i ab i cl di g e e ea che i he deci i maki g ce . S h ha hea d me hi g like hi bef e? Y d ' eed be i a a eg mee i g, j he d c ma ge g e ha . I a ki g i h a e ea che h a d i g eall i e e i g e ea ch a eall c m le iece f - a eall c m le ic a d he e ea che ke ge i g e cl ded f m a deci i im ac i g he d c e ea ch. A d he e ec a i he e ea che ld j d ha he a e a ked i h a d ha hei f c i a i e a ac i al. S he e ea che a ea ed e m ch a a ac ical eff e he e ea ch a ge e a i g e i e e i g fi di g a d i igh ha
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 66 c ld e iall im ac he e all g am f k. The ke ake a a he e i d ' e cl de e e ea che a d he ' e he e h ld he ice f he e , gi e diffe e e ec i e he able a d al hel i h he a egic di ec i f he d c . MICHELLE PICKRELL: S I'm e l f e le ha e bee i hi i a i ell he e he clie a if j ide i h a ecifica i d c me , he de el e ill b ild i f m he e." N a f ie d f mi e ld me a g ea ab hi ha ha e ed he . She ked a a c l a c a d had bee b gh i d a di c e a d idea i ha e a eb ede ig jec . A he e d f he e ha e he clie a ed a ecifica i d c me ha he c ld e d hei de el me eam. The e e e e ha hi d c me eeded eak f i elf, ha he e ld ' be he i di c a hi g i h he de el e . Tha ' a ed flag igh he e. M f ie d did he e ea ch a d de ig f b h ha e . The de ig ha he c me i h he eam e e e i g eall ell. She ackaged he c ee de ig a d all he backg d e ea ch a ell a he ed i e ac i a e i a ecifica i a d e i he clie . She a e ci ed ee ha he e d e l ld be. M h la e he clie g back i ch i h he , le he k he ede ig ed i e had bee la ched. She j m ed li e a d he h he e i e l ked hi g like ha he had e ec ed he e e e e abili i e . M f ie d a ' able alk i h he de el e he he a de ig i g a d he e e ' able alk i h he hile he e e de el i g. Thi e l ed i a de ig ha m likel c ld ' be b il he la f m he de el e e e i g a d a e eb i e had di ega ded all he e ea ch a d de ig ha had bee d e.
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 67 S , m he e f le , fi l , e ea ch i a c af . S e ea che d ha he d be a d d ' de al e he c af . Val e he e ea ch a d e ec he e ea ch he e. Embed he e ea ch h gh , f m he begi i g he e d he i e ' e a i k f l i g he g blem c ea i g a d c ha - e eall eed . A d fi all , i cl de e ea che i he deci i maki g ce . The ill h ld he ice f a e , b i g diffe e e ec i e he able a d hel i h he a egic di ec i f a d c . We h e he e f le a e ef l ake back i k lace a d e l i ha i g ha ie e e ea che i ga i a i . Tha k m ch f ime da . We'd l e c i e he c e a i a d hea hich f he e ha e c me ac . A d if e ha e ime e'd l e ake e i . STEVE BATY: Tha k , Michelle a d R h. We d ha e ime. We' e bee d if i g a c le f mi e la e. H e e , S a ha a ked ca e lai h gh ce a d h make deci i i ch i g ha ki d f e ea ch c d c f diffe e jec ? I hi k ha ' di ec ed a , e . RUTH ELLISON: Ha e g ime a e ha , S e e? STEVE BATY: Ye , g f i . RUTH ELLISON: I ' a g ea e i . S me f he hi g e l ked a i ha ki d f age a e i a a ic la jec , ha ki d f k ha bee d e bef e beca e e d ' a ed k ha ' bee d e bef e. L k a he ki d f a egic bjec a ell a d alig me
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 68 beca e e a make e he k e' e d i g i added al e I hi k he e ea ch i le el . We' e g ha a egic e ea ch ha ha e a g amma ic le el a d e ea ch ha ' ac ical a he d c le el. Michelle. MICHELLE PICKRELL: I hi k f m he e, j de a di g ha he e ea ch e i a e a d al im a l he ime f ame , he am f ime ha e ha e g h gh he e i e e ea ch ce ha e ca he a de a d hich me h d a e ac all g i g be able be ed a d ill ge he be e l . RUTH ELLISON: J kee i mi d e hic a ell. We' e a i a e ab e hical e ea ch a d h ldi g he e hic f ha e e e d . STEVE BATY: Tha k , ha a deligh f l. Tha k . OK, ha b i g fi al e e a i f hi ea ' UX A alia. We ha e A h a d Sim j i i g . The ill a ea b iefl , m me a il . The ' e g i g be alki g a ca e ab i g e le a he hea f a e ice a f ma i . S Sim , I ca hea . SIMON TOBIAS: Hi. STEVE BATY: Tha k f j i i g. Hell , A h. I'll ha d e a d ha k f c mi g a d e . ASH DONALDSON: Le ' ha e hi c ee fi a d e'll hi e e . Y g a e eei g e e hi g? STEVE BATY: Ye .