COSC2628 User Centred Design
Observation-Design-Feedback Cycle Kay
RMIT University acknowledges the people of
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the Woi wurrung and Boon wurrung
language groups of the eastern Kulin Nation on whose unceded lands we conduct the business of the University.
RMIT University respectfully acknowledges their Ancestors and Elders, past and present. RMIT also acknowledges the Traditional Custodians
and their Ancestors of the lands and waters across Australia where we conduct our business.
Ngarara Place
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Interface Hall of Fame or Shame?
Submit these to the Canvas Discussion Board “Interface Hall of Fame or Shame”
and I’ll pick a couple to be discussed in the lecture
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What’s wrong with this picture?
5 minute breakouts, think about
• User’s likely task
• User’s likely situation
• Alternatives that could have been used
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fication: Trusted
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Learning objectives
To understand the different types of user research methods
To understand strengths and weaknesses of each method.
To know when to apply each method.
The observe-design-feedback UCD cycle
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Iterative Design Process
Human Centred Design (IDEO)
• Observe users to understand their
• Design some solutions and
prototype them
• Gather feedback to inform
production level implementation
• IDEO tools here: http://www.designkit.org/resources/1
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UX Methods
Observation
Prototyping
• Ethnography
• Field studies
• Log analysis
• Diary studies
• Experience Sampling
• Interpretive log analysis
Low fidelity prototyping • Paper
• Wireframe
High fidelity prototyping • Scripting
Surveys Interviews Focus groups Usability tests A/B testing Crowdsourcing Personas
UX Methods
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Observation
Prototyping
• Ethnography • Field studies • Log analysis Indirect
• Diary studies
• Experience Sampling
• Interpretive log analysis
Low fidelity prototyping
• Wireframe
High fidelity prototyping • Scripting
Surveys Interviews Focus groups Usability tests A/B testing Crowdsourcing Personas
• Discussed today
• Discussed later in the course
• Discussed in Usability Engineering
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Formative vs summative (evaluative)
• Formative usability testing
–beginning stages of the design process
–provides valuable insights of where users have difficulty reaching their user goals with the technology (website, desktop GUI design, hardware product) or service
–Tend to be qualitative
• Summative usability testing
–Typically near the end of the process
–Usually quantitative
–Demonstrate that improvements have been made
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Formative vs summative
Summative (evaluative)
Ethnography
Interviews
Focus Groups
Diary Studies
Experience Sampling Studies Interaction Logging
Ethnography
Interviews
Cultural Probes
Focus Groups
Diary Studies
Experience Sampling Studies
Studying Similar Products
Interaction Logging of Past Product / Early Prototype Studying Past Product Documentation
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User Research Methods
Direct and Indirect Observations
Why can’t we just ask users what they want?
“if I had asked people what they wanted, they would have said a faster horse”
— , automobile innovator
“there’s something
deeply important about
watching people”
— , Tech Innovator, Microsoft Research
Direct Observations: Ethnography and Field Studies
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Ethnography
• Developed in sociology to explore the everyday realities of non-Western peoples
• Currently used to study people in specific settings, e.g. schools, hospitals….
• “Get the seat of your pants dirty” ( , meaning be present in the thing you are researching)
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3 Principles of Ethnography
Holistic: tiny details into big picture context; attempt to look at things broadly—understand context
Natural settings: Directly observe in the things that you’re trying to study
Descriptive: focus on recording behaviour—analysis comes later
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Example Ethnography
Using video to allow for post-observation analysis
In 1983, PARC computer scientist and , Ph.D. student in Anthropology at UC Berkeley, placed a brand-new Xerox high-speed copier in a room, and observed people using the machine. The people using the machine are world renowned computer scientists
Is the problem the people, the machine, or the instructions? (5 minute breakout)
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To learn more about ethnography
Linked from Canvas
fication: Trusted
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Other forms of field study
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http://www.knowledgeproductivity.com/inspiring-ideo-method-cards
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A day in the life
• A type of ethnographic research
• A user is followed and observed by the researcher throughout a typical day
• Observing moments that are so routine to the user as to be unremarkable, or even entirely unnoticed by the user.
• This removes the bias towards more interesting (but possibly less relevant or impactful) events.
• To demonstrate the various product touchpoints with a user within the context of their life.
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User engaged field studies
http://www.knowledgeproductivity.com/inspiring-ideo-method-cards CS&IT
A day in the life
Watch this example video: what can you learn?
Whatcanyoulearnabouttheuser?
Whatsortofproblemsorissuesyou
Canyoupotentiallydiscoveruser needs just by watching these videos?
Whatarethepotentialsolutionsyou might be designing?
A couple of other videos in different occupations (on Canvas)
https://www.youtube.com/watch?v=m 0ZTJ7OofIo
https://www.youtube.com/watch?v=bs _7jWqSeIM
Diary Studies and experience sampling
Diary Study
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Study period (1-2 weeks)
Recruit interesting users
Prompt at specific time intervals (daily, every other day)
User records thoughts or observations (online, paper, etc)
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Diary Study
Advantages
• Rich data, covers responses over time.
• Context rich data, user experience may be related to external and internal aspects.
• Can include screen grabs or photos
• Can capture rare events
Disadvantages
• Resource intensive – time/$$ • Self reporting bias.
• High dropout rates
• May be difficult to analyse
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Example diary study
Go to www.menti.com and enter the code 1328 4418 These questions come out of a diary study I actually ran!
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Experience sampling
• Trying to “catch the user at it”
• Pop up survey
• Either triggered by user action OR regularly throughout the day
• Usually mobile based
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Experience sampling
Advantages
• No recall bias
• Highly contextual
• Understand users’ needs and motivations
Disadvantages
• May be biased by noncompletion
• Survey must be very short
• Technocal expertise may be required
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More on experience sampling
Watch on Canvas
Getting feedback
Setting up for feedback
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Feedback is emotionally challenging
NOBODY ENJOYS GETTING NEGATIVE FEEDBACK.
YOU WON’T GET IT RIGHT FIRST TIME
FEEDBACK HELPS YOU GET IT RIGHT THE LAST TIME
LISTEN TO BOTH POSITIVE AND NEGATIVE FEEDBACK
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When (and what) to listen to
Is the feedback relevant?
Ignore the feedback
Is the feedback sensible
Listen to the feedback
How many users are saying the same thing?
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Where to get feedback
Social media
Friends Family Peers Competitors
Anywhere you can
User Research Methods: Surveys, Interviews, Focus Groups
Survey recap:
Familiar and easy to get wrong, possible pitfalls
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• Question bias • Reporting bias • Coverage bias
Try to write neutral, concise questions
• Don’t lead or suggest an answer
• Longer surveys get fewer respondents
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Question types
Open ended questions
• Text box for users to come up with own response
• Good for exploring when you aren’t clear on likely answers
• Subject to e.g. recall bias Closed questions
• Multiple choice or fixed answer
• Good for scales or predetermined surveys e.g. NASA-TLX
• Used when parameters are clear
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Start with a screener to get the right participants
• Users of the tool you are testing
• People who use it on the right device
• People who use a competitor product
• Often demographics, but not for this course
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Common mistakes (and how to correct them)
Badly designed question
Improvement
Leading the user
Switching between courses in Canvas is difficult, right?
How often do you switch between courses in Canvas? How easy or difficult is it?
Not getting to the ‘why’ of features
Would you recommend this tool to a friend?
List up to 3 things that are good about this tool. List up to 3 things you don’t like…
Jargon-y or waffly questions
Do the affordances of the hamburger menu support you in identifying and accessing menu items?
How easy was to open the site mnu on a scale of 1-5?
Asking for non- specific recall
How often do you use xyz.com?
In the past week, how often have you used xyz.com?
Testing the user not the app
On a scale of 1-5 how confused were you?
On a scale of 1-5 how confusing was the system?
Wasting user time
How many cups of coffee do you drink a week (on a clothing app survey)
Nothing! Consider how you would use the data
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Advantages and disadvantages
of surveys
Advantages
• Can reach users in different physical locations
• Relatively easy to get a large number of responses
• Can ask about a range of features Disadvantages
• Easy to bias responses
• Cannot ask follow up questions
• Survey tools are mostly horrible
Good resource on building surveys linked on Canvas.
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Interviews: Recap
Three types of interviews: formal, informal (or semi-strucutred) and contextual inquiry Informal and contextual inquiry allow you to explore
Formal allows free ranging responses to predetermined questions
Tone of voice and physical gestures provide insight
Bias is a common problem–your own tone of voice and body language are visible!
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Key tips for interviews
Establish rapport
• Show you are listening by nodding, engaging with what participants are saying
• If you are looking away (e.g. to take notes) explain why
Be curious
• Don’t assume you know why users do what they do—ask them!
• Clarify what users say by rephrasing
Critical incident supports recall
• Rather than asking users about what they usually do, ask them about a specific time (e.g. ‘the last time’, ‘think of a memorable time’)
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Role play (Preparation)
Today you will be either an interviewee or an interviewer in a hypothetical study about Canvas
Think about
• Where and when you access Canvas
• Devices you use to access Canvas
• Problems you have using Canvas
• Any good things you can think of
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Take turns role playing the interviewer and interviewee. Each interview should not be more than 10 minutes.
Remember to ensure that your questions are not biased. You can use follow up questions to explore the issue further.
In 10 minutes we will have a debrief
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Advantages and disadvantages of interviews
Advantages
• Exploratory, can ‘go deep’ on interesting topics
• Body language and tone can be useful
• Users can show as well as tell sometimes Disadvantages
• High risk of bias
• Expensive in time and money
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Focus groups
Focus groups are interviews with a group of people on a single topic. Usually hosted with snacks and an informal atmosphere
Advantages
• Participants feed off each other
• Reduce time-per-participant needed Disadvantages
• Can result in ‘groupthink’ or ‘design by committee’
• Facilitator must be skilled to manage ‘chatty’ or ‘wallflower’ participants
So which methods when?
We have learned about
• The user research cycle
• Observation (ethnography, field studies, diary studies, experience sampling)
• How to manage feedback
• Feedback methods (surveys, interviews, focus groups)
• Which technique to use when
• Lots more resources on Canvas!
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