A useful guide for those of us trying to push user research forward in our organisations.
Moves to modern research: A new maturity model for user-centric organisations — — dscout
Archive — User research
I’ll be speaking at UX Scotland 2020
The session will outline the comprehensive programme of user research the University of Edinburgh’s User Experience Service conducted on behalf of the Learn Foundations project. It will show how, as the project went along, we adopted a service design approach in order to better meet the needs of both students and staff. Read full article
CommentNote — 2019-11-14
I’ll be speaking at the next IxDA Scotland community meetup about our user research with the Learn Foundations project.
Duncan’s talk will take us through how the University of Edinburgh’s User Experience Service has undertaken a comprehensive programme of user research supporting a project aimed at improving students’ experience accessing course materials digitally. Find out how they developed a programme of multiple user research methods to understand what students really need.
Time: Wednesday 4 December
Venue: Amazon Development Centre, 2–4 Waterloo Place, Edinburgh
Full details about the IxDA community meetup event
Maybe see you there?
Get out of your comfort zone and talk with people
To do good stuff, you have to get out of your comfort zone. 10 years ago, just before I got my first job after graduating, I was a scared person. I still am. Read full article
CommentUser experience lessons from a university dumping Blackboard
One university got so frustrated with Blackboard they finally ditched it. But this experience highlights a big problem with almost all enterprise software. Read full article
CommentA service design approach to Learn Foundations — Website and Communications Blog
My final blog post about our user research for the Learn Foundations project, outlining how our service design approach has left the University of Edinburgh in a stronger position to understand how we can really improve services for students.
Marry data science with user research — ethical design depends on it — — dscout
Why do unethical products keep being designed? According to Ovetta Sampson, it’s because of an unnecessary disconnect between user researchers and data scientists.
…it’s easier to say, “I’m just the engineer” or ”I’m just the numbers guy.” It allows us to divorce ourselves from the responsibility of what that data can do to people.
Contextual enquiry with members of staff working with course materials digitally — Website and Communications Blog
As part of our comprehensive programme of user research in support of the Learn Foundations project, the User Experience Service has conducted contextual enquiry to better understand the contexts and needs of staff members working with Learn. This blog post summarises our findings.
Understanding design better by looking from different levels of magnification — — Website and Communications Blog
My colleague Nicola Dobiecka wrote this brilliant blog post about how designers need to take different approaches depending on the level they are working at. It builds on Jared Spool’s analogy with Charles and Ray Eames’ classic film Powers of Ten.
Essentially, colleagues at different levels of the organisation have different perspectives. All valid, but all require different skills and processes.
Usability testing has helped us understand how staff using Learn can be better supported — Website and Communications Blog
Here’s what happened when we ran usability testing with staff members using Learn for the first time. From four videos we found 20 usability issues, and a wide variety of strategies to complete the same basic tasks.
First click tests — building up the elements of user experience for Learn Foundations — Website and Communications Blog
We had developed an information architecture and tree tests as part of our programme of user research for Learn Foundations. The next step was to use first click tests to pit the new template against existing courses.
The latest post in my series for the Website and Communications blog about our user research work around the University of Edinburgh’s virtual learning environment.
What to do if a user talks about faster horses
It turns out Henry Ford never said that quote about faster horses. That's not to say we shouldn't pay attention to the sentiment of the quote, however. Read full article
CommentUnderstanding what students really need from a virtual learning environment
Slides from my Edinburgh UX meetup talk on Monday 2 September 2019, about the user research we have been conducting around the needs of students and staff working with course materials digitally at the University of Edinburgh. See the more detailed blog posts about this project over at the Website and Communications team blog. Read full article
1 commentDeveloping service design capability: reflections on studying with the Service Design Academy — Website and Communications Blog
This year I have had the fantastic opportunity to study with the Service Design Academy. This intensive course in service design has given me hands-on experience in new techniques. This blog post summarises my experience.
Note — 2019-09-02
I’m doing a couple of talks this week. They are both about the user research we’ve been doing for the Learn Foundations project.
This evening I will be presenting at the Edinburgh UX monthly meetup. It’s a friendly meetup and it’s free, so do come along if you’re interested.
Then on Wednesday I’ll be presenting with my colleagues Karen Howie and Paul Smyth at the Association for Learning Technology (ALT) Annual Conference.
Using tree tests to refine an information architecture — Website and Communications Blog
After completing the top tasks survey and the card sort as part of the Learn Foundations project, our next step was to create a prototype information architecture and test it.
Author of Practical Empathy Indi Young on going deeper than insights — — dscout
It’s always great to see advice from Indi Young. Here are tips on how to better identify and synthesise patterns in qualitative data.
…when you’re looking at data, don’t group things together by noun. Group them together by verb. I’ve done a lot of work with the healthcare industry, and one thing I often see research teams do is bring together insights that are all about a noun — here is all of the data that we got about how people feel about the doctors. But when you do that the intent behind what people are really saying ends up all over the place.
‘What’ means nothing unless you know ‘why’
Your organisation really needs to value qualitative data more than it probably does. Read full article
1 commentTop tasks surveys have identified what really matters to students using Learn — Website and Communications Blog
As part of our programme of user research in support of the Learn Foundations project, we have carried out a top tasks survey to understand what students need when accessing course materials online.
What we found was that students value three items much more than everything else. Those items are all to do with lectures.
See the full post to find out more.
The elements of a better user experience in Learn — Website and Communications Blog
As part of the Learn Foundations project, we have carried out a programme of quantitative research to ensure a user-centred approach to solution development.
The Learn Foundations project team wanted to develop a new template using a user-centred approach. This template would be designed to introduce more consistency between different courses in Learn. But it also had to support a diverse variety of needs across different courses, supporting different schools, colleges and teaching needs. It also had to be developed quickly.
We took inspiration from a classic user experience diagram to ensure this new template could be built on firm foundations.
This post introduces the steps we took. Forthcoming posts will describe each step in more detail and some of our key findings.
Interviews with students to understand users’ needs and contexts around Learn — Website and Communications Blog
Summarising the key findings from a set of user interviews I conducted with students on their needs around accessing course materials digitally. Just one of the strands of the Learn Foundations project, which I still have much more to write about.
After analysing and synthesising the insights gathered through the interviews, we built up a picture of how and why students’ experience with Learn varies throughout the year as students attempt to complete different tasks. This is presented as a semester in the life of students using Learn.
It’s time to lose focus
Focus groups are probably the user research method that most non-specialists are familiar with. They are also still among the most common user research methods used. This, despite their many flaws. Read full article
CommentUser research into the needs of students and staff using Learn — Website and Communications Blog
Since September, my main focus at work has been to carry out a comprehensive programme of user research for a project aiming to improve services surrounding Blackboard Learn, the University of Edinburgh’s main virtual learning environment.
I wrote this blog post providing a high-level overview of all the work that’s taken place this academic year. More detailed blog posts about each of the strands of research will come in due course.
This is been a brilliant project to be involved in. We’ve been given a lot of time and freedom to do large amount of research in support of one of the university’s most important digital services, used daily by most of our students, and many staff members.
We have made some really important discoveries. This work is ensuring that improvements are based on a strong understanding of users’ behaviour and needs when working with course materials digitally.
Check out this video, where I describe the work and some of the findings in a bit more detail, and keep an eye out for the forthcoming blog posts.
Coming face to face with real life at the Service Design Academy user research bootcamp
I've had a great time over the past two days on the Service Design Academy's user research bootcamp. These bootcamps are truly intensive. We were working with a live brief in a serious problem space. Read full article
CommentDescribing personas — — Indi’s Essays
Personas are one of the most popular techniques in the user experience toolkit, but they also remain among the most controversial. It is often still unclear to some what value personas can bring, and how to avoid the pitfalls of bad personas.
This article brings one of the clearest explanations I’ve seen of how to make good personas. It is a lengthy but must-read article if you make personas and want to make them work.
This article is particularly useful at explaining why obsessing over demographics is bad, and why you should instead focus on “thinking styles”.
Statements-of-fact, preferences, and demographics frequently serve as distracting barriers. They kick off all kinds of subconscious reactions in team members minds.
Are users rational? It depends on what you mean by rational
It’s fashionable to dismiss rational choice theory out of hand. But contrary to what you may have been told, aspects of rational choice theory can still be helpful in understanding the world. And I find it a useful way to think about user experience. Read full article
CommentDial in the feedback — Gregg Bernstein
Dial in the feedback — Gregg Bernstein
What scale should you use when you are designing a feedback survey? A scale of 1 to 9, 1 to 5, thumbs up / thumbs down? Gregg Bernstein here notes that (of course!) it depends. Useful advice.
Keeping it weird
Or, more accurately, stopping it being weird. This refers to the problem that most psychology research is conducted on people that are western, educated, industrialized, rich and democratic.
Tim Kadlec considers the implication this has on our understanding of how people use the web.
We’ve known for a while that the worldwide web was becoming increasingly that: worldwide. As we try to reach people in different parts of the globe with very different daily realities, we have to be willing to rethink our assumptions. We have to be willing to revisit our research and findings with fresh eyes so that we can see what holds true, what doesn’t, and where.
The hunt for missing expectations
The hunt for missing expectations
Jared Spool tells the story of a bookkeeper who became frustrated using Google Sheets because it didn’t have a double underline function.
To keep [usability] testing simple and under control, we often define the outcomes we want. For example, in testing Google Spreadsheet, we might have a profit and loss statement we’d want participants to make. To make it clear what we were expecting, we might show the final report we’d like them to make.
Since we never thought about the importance of double underlines, our sample final report wouldn’t have them. Our participant, wanting to do what we’ve asked of her, would unlikely add double underlines in. Our bias is reflected in the test results and we won’t uncover the missing expectation.
He suggests interview-based task design as a way of finding these missing expectations. Start a session with an interview to discover these expectations. Then construct a usability test task based on that.
I recently ran hybrid interviews and usability tests. That was for expediency. I didn’t base tasks on what I’d found in the interview. But it’s good to know I wasn’t completely barking up the wrong tree. I plan to use this approach in future.
Keeping yourself out of the story: Controlling experimenter effects
Keeping yourself out of the story: Controlling experimenter effects
How do you stop yourself, as a user researcher, biasing the results? An important topic for user researchers to consider. (It’s also an excellent excuse to re-tell the story about Clever Hans, the horse who everyone thought could count, until they realised he was simply reacting to subtle, unintentional cues from his trainer.)
I recently undertook some usability testing, where I was asking people to complete tasks that I didn’t know how to complete myself. This meant I was less likely to bias the participant. But it was a strange experience for me, and it made me less certain about how to conduct the test.
How I learnt to embrace handwriting, sketching and sticking stuff on walls
Working on walls is an unbeatable way to create ideas as well as communicating them. But I learnt that lesson the hard way. Read full article
1 commentUnderstanding user behaviour for online learning recruitment
Understanding user behaviour for online learning recruitment
The University of Edinburgh Website and Communications team has recently been heavily involved in a pilot project to improve the journey of prospective online learning students, from investigation to offer. Read about our user research approach and how we ensured project outputs met the needs of users.
How to get better answers from asking better questions
How to get better answers from asking better questions
Chris How’s tips on doing better interviews. This is essentially a text version of his session at UX Scotland, which I wrote about on the University of Edinburgh Website Programme blog.
Why I value working in user experience in higher education
The University of Edinburgh is currently recruiting for four UX-related roles. I'm passing on the message because it's an exciting time to be pushing forward with UX work at the university. Read full article
1 commentUser research myth busting
Bringing focus to our findings: continued user research for the API Service
Bringing focus to our findings: continued user research for the API Service
This is the final blog post in my short series about the user research I led on for the API Service at the University of Edinburgh.
This post covers the second half of the research, where we brought focus to the detailed picture developed in the first phase, and began to prioritise the issues to help the API Service team direct their ongoing work.
The information architecture of libraries part 1: Dewey Decimal Classification
The information architecture of libraries part 1: Dewey Decimal Classification
This article is a bit of a sales pitch, but I enjoyed this research into how intuitive the Dewey Decimal Classification is.
When user-centred design of public services is a risk
When user-centred design of public services is a risk
An exploration of the risks surrounding undertaking user-centred design. For me, the lesson is to put the same sort of effort into designing your research and your interactions with your users as you would into the product your research is for.
User experience research for the University of Edinburgh’s API Service
User experience research for the University of Edinburgh’s API Service
I have been leading some user research for a project at the University of Edinburgh to develop API Service. This post on the University Website Programme blog outlines the steps we went through in the first phase of the research. This included interviewing developers, running workshops, and developing personas and journey maps.
This has been a successful and rewarding project. It has been particularly interesting for me to do some UX work that wasn’t necessarily to do with a website. There will be a couple more blog posts about it to come.
The secret cost of research
A belter of an article on why it is difficult to persuade people to undertake user research:
Research is simply asking questions about how the world works. And asking questions about how the world works threatens established authority.
I especially love the section “Bad research is good theatre”:
Focus groups look like how people imagine research looks. In a special room, controlled. But just because you have a 2-way mirror doesn’t make it anything more than a tea party. Actual ethnographic research happens where the people you’re studying do the thing you want to learn about. It’s often unsatisfyingly messy and low tech.
Fake research makes people money, and it makes people in charge feel good, but it’s useless and potentially dangerous to a design project.
So how do you get decision-makers to see the light? Understand them as people, like a good UXer should!
Facebook, please just hire one normal person
Facebook, please just hire one normal person
After Facebook surveyed users asking what it should do about “a private message in which an adult man asks a 14-year-old girl for sexual pictures”, this is a hilarious history of other strange questions asked in surveys by Facebook.
The 9 rules of design research
The 9 rules of design research
One of the hardest things about design or user research is convincing people that it actually needs to take place. That is especially maddening when working for an research organisation.
(Researchers themselves are sometimes the most reluctant to undertake user research before spending serious amounts of money on ineffective websites.)
So this snippet, among a series of useful rules of thumb, made me cheer. 🙌
If you’ve ever worked with a leader who was resistant to doing qualitative research as part of a million dollar project, ask yourself whether they would skip doing their own research before buying a $50,000 car.
Level up your user interviews: lessons from the master, Louis Theroux
Level up your user interviews: lessons from the master, Louis Theroux
How following Louis Theroux’s techniques can improve your interviews as a UX researcher.
An entertaining post with some good advice as well.
Five user research rules of thumb
Five user research rules of thumb
A useful article, not just for the rules of thumb, but also for generally provoking a reminder of what the job of a user research really involves.
Avoiding bias in design
One of the biggest challenges designers face is avoiding bias. We all have perspectives that subconsciously affect our decisions. In the case of design, those choices we don't even realise we are making can have big consequences. Read full article
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