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UX14 - Whatsapp Diaries – User Research In A Mobile, Connected, Bite-sized World (Neelam Shetye)

uxindia
October 10, 2014

UX14 - Whatsapp Diaries – User Research In A Mobile, Connected, Bite-sized World (Neelam Shetye)

‘It was the best of times, it was the worst of times.’
The opening line of the Dickens classic best sums up the last few years. The way we communicate, connect, create and consume has turned on its head in the last decade or so. Now everyone moves, everything is connected, a digital murmur somewhere in Africa causes a revolution in Asia. Things are getting smaller, human networks bigger. Interfaces, well, are almost disappearing!

It is the best of times – because of the world of immense possibilities that it opens up.
It is the worst of times – because none of the old rules seem to apply anymore for anything!

New UX Design paradigms are emerging every day, evolving and getting mainstreamed fairly quickly. User Research though is still largely a world of interviews, deep-dives, lab enquiries and reports.

This session will not provide any hard-baked solution, but will be an enquiry and exploration into what User Research needs to be like for this new mobile, connected world. Sharing own experiences about new ways of discovering, communicating, creating and assessing value for users and customers, it will be an attempt to put together a working sketch for User Research 2.0.

uxindia

October 10, 2014
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Transcript

  1. Whatsapp Diaries
    user research in a mobile,
    connected, bite-sized world

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  2. Engineer + Designer + User Researcher = Mom

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  3. What is going to excite him?
    What is going to get and hold his attention?
    (just long enough for me to feed him/finish my
    work)
    What is going to make him smile?
    What is going to make him behave the way I want
    him to?

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  4. different context
    same questions

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  5. Driving Value through Customer Experience

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  6. Driving Value through Customer Experience

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  7. Customer
    1.  A person or organization that buys goods or
    services from a store or business
    2.  A person or thing of a specified kind that one
    has to deal with

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  8. Customer = User ?

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  9. I buy diapers, toys and books for my son
    A company buys SAP software
    You gift a music player to your friend on her birthday

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  10. Value for Whom?

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  11. What you tell them (how to sell to them)
    What is your product/service/experience?

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  12. Customer User
    Feedback
    Influence
    Supply

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  13. User Customer
    Sweet Spot

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  14. It’s still about
    their Stories!

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  15. No excuse good enough…
    …to not talk to your users!
    …err, well, almost!

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  16. Love thy users…
    But love thy
    customers too!
    The tight rope walk

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  17. What they say they do…
    …is most likely not what
    they actually do!

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  18. The
    Yellow
    Walkman
    story

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  19. Look. Ask. Listen. Infer.

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  20. - Customer vs. User
    - Know and love them both!
    - Get their story
    - Look, Ask, Listen and Infer
    - Find the value ‘sweet spot’…
    …because it affects not just what you say
    but also what you make!
    quick recap…

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  21. Discover
    Communicate
    Create
    Assess
    DRIVING
    VALUE
    The Value Wheel

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  22. Discover
    Communicate
    Create
    Assess
    DRIVING
    VALUE
    The Value Wheel
    EVALUATIVE GENERATIVE

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  23. User research in a mobile,
    connected, bite-sized world.
    WHAT’S CHANGING?

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  24. Discover. Communicate. Create. Assess.

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  25. Look. Ask. Listen. Infer.

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  27. From ‘long and spaced’…
    …to ‘short and ongoing’

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  28. Everyone
    moves.
    Everything
    moves.
    towards a mobile world

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  29. Shrinking ‘6
    degrees of
    separation’
    towards a connected, networked, world

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  30. from ‘man with a
    mission’ to ‘groups
    with a purpose’

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  31. social butterfly effect
    expanding, colliding circles of influence

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  32. How does that change things for user research?

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  33. 1. Use the mobile to know people and their
    worlds: both actively (as a tool to capture)…

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  34. Blend it into their normal scheme of things
    -short and crisp
    -simple yet effective
    -unobtrusive

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  36. Narrative Clip

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  38. …and passively (as a resource/channel of data
    collection)

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  39. The challenge
    How do you see what they are seeing and doing?

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  40. 2. Access to communities of practice

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  41. 3. Consider multiple perspectives - groups,
    connections, interests and influencers
    Where one experience tapers off…another one
    begins!
    Experiences with components that stretch over
    time and space

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  42. Think of the journey
    even if it is a product!

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  43. Be flexible.
    Mix-media research approach.
    http://mypatientstory.tumblr.com/

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  45. Discover. Communicate. Create. Assess.

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  46. Reports.
    When was the last
    time you read one?

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  47. It’s still about
    their Stories!

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  48. make it visual.
    keep it short.
    keep it interesting.

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  53. communicate it back
    to the people.
    Feedback
    Influence

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  54. Discover. Communicate. Create. Assess.

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  55. small tight multi-disciplinary teams
    spread out over time and space
    co-creation with customers/users
    iterative, agile

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  56. When the chaos of
    creation strikes,
    hold on to the value!

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  59. create
    value
    together…

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  60. …make it fun

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  61. Discover. Communicate. Create. Assess.

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  63. remote
    validation
    and testing

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  64. Crowd sourced validation and assessment

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  65. moving from usability
    to experience.
    How do you test an
    experience?

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  68. Hack it!
    https://www.youtube.com/watch?v=oVjOMP7ziKA

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  69. Do it the lean way.
    ‘Pretotype’ it.

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  70. Be creative. Be exciting.

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  71. Any bite-sized questions?
    Thanks!
    Neelam Shetye | [email protected]

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