Aside from research, what do you do to relate better to users?

4 Sep 2009 - 4:18pm
5 years ago
7 replies
990 reads
Jerome Ryckborst
2007

I'm a PC regular who was "forced" to use an iMac over the past week to
complete tasks that were very important to me. I succeeded, but there was
plenty of frustration, confusion, and inefficiency.

It struck me that this experience will help me interpret user research
better.

What do YOU do, in addition to user research, to better relate to and
interpret your data? Here are three things I've done:
http://fivesketches.com/2009/09/train-yourself-in-frustration/

-=- Jerome

Comments

6 Sep 2009 - 1:42pm
Ron George
2009

I just wrote a post about this a few days ago, empathy and emotionally
intelligent signage.

http://rongeorge.com/design/empathy-and-emotionally-intelligent-signage/

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Posted from the new ixda.org
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7 Sep 2009 - 5:55am
C K Vijay Bhaskar
2009

Try using only the keyboard instead of the mouse. Search for published
and unpublished shortcuts. Use 'Alt' key combination (for windows)
to reach a specific command/menu/function.
For drawing application, try and use only the options where you are
to place a specific circle or square/rectangle via numeric entry.
Create the size/dimension needed using just the numeric values. Use
only keyboard while using filters etc.

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7 Sep 2009 - 1:45pm
Adrian Howard
2005

On 4 Sep 2009, at 23:18, Jerome Ryckborst wrote:

> I'm a PC regular who was "forced" to use an iMac over the past week to
> complete tasks that were very important to me. I succeeded, but
> there was
> plenty of frustration, confusion, and inefficiency.
>
> It struck me that this experience will help me interpret user research
> better.
>
> What do YOU do, in addition to user research, to better relate to and
> interpret your data? Here are three things I've done:
> http://fivesketches.com/2009/09/train-yourself-in-frustration/

I've mentioned this before - but one I love is going and sitting at a
customer support desk for a day. Guaranteed to be an education.

Adrian

--
http://quietstars.com - twitter.com/adrianh - delicious.com/adrianh

8 Sep 2009 - 9:23am
Paul Bryan
2008

I%u2019m not sure if you count this as %u201Cresearch%u201D but when I
want to understand heartfelt customer sentiments related to e-commerce
topics I browse around twitter. A couple of example topics below.

Topic: iphone and frustration
%u2022 Wow, iPhone directions took us 10 minutes past our
destination, now turned around, even hungrier from frustration.
%u2022 It's really frustrating when trying to access hotmail from
the iphone.
%u2022 call in segment on KPCC iHate My Slow iPhone...frustration
with AT&T is running very high
%u2022 I hear ya. if it was me with my mom, I'd be iphone-less bc I
probably would have thrown it at a wall in frustration.
%u2022 building iphone apps is a crazy mix of
joy/pain/excitement/frustration/confusion
%u2022 AT&T iPhone 3G and 3G S officially getting MMS on September
25: After months of speculation (and frustration..
%u2022 (And, I do feel your pain. I've been very close to ditching
the whole iPhone gig due to frustration dealing with Apple.)

Topic: shoes online
%u2022 I questioned my older cousin about why I didn't get school
shoes & clothes. He said bc I'm not in school & online classes
don't count lol
%u2022 only thing I'd buy online is shoes man!
%u2022 Dear online shoes.com, Thank you for giving me one shoe to
choose from. Wow, do I feel like a freak.
%u2022 Just add heels and leggings for evening chic! Lipsy shoes
arriving online tomorrow
%u2022 fashion blog reading to online shopping to a new bag and boots
coming in a week. i swear bags and shoes are my weakness
%u2022 I bought a LOT of things from xxx :) Oh and somee CUTE shoes
%u2022 hey doll I got some mini skirts, tops, a dress, a pair of
shoes, n now I'm ordering over the knee boots online! Need help!
%u2022 Looking at amazing shoes that I want to buy online, but have
no money.
%u2022 i saw those online and almost ordered them!! they're very
cute. blue shoes are my new thing. are they comfy?

Not exactly dimensions that can be measured or validated, but the
tweets definitely convey nuances of experience.

Paul Bryan
Usography Corporation
Linked In: www.linkedin.com/in/uxexperts

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Posted from the new ixda.org
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9 Sep 2009 - 7:51am
Benjamin Ho
2007

If anything, I always make an effort to learn from interactions I deal
with on a daily basis.

Just last week, some lady asked me "if I were good with batteries".
I gave her a slightly baffled look, so she directed me to her key fob
for her Volvo. Apparently, the fob dropped to the ground and the
battery came flying out and she put it back in the wrong way, but
couldn't get it to open again.

It wasn't the battery of course, so much as the design of the fob
itself.

Of course, I got it fixed with a fork at the restaurant we were both
in.

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Posted from the new ixda.org
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9 Sep 2009 - 1:31pm
Evan Meagher
2009

In the realm of computing and software, I've found that becoming
familiar with the three main flavors of operating system (Windows,
Linux, and OS X) is very useful for relating to users. Having used
each of them as my primary OS at different times makes it much easier
to empathize with users' issues and complaints.

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Posted from the new ixda.org
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9 Sep 2009 - 4:56pm
Alan James Salmoni
2008

Re-reading old research, particularly the comments and introduction to
the person I made is something I find useful to keep me on top.

When I started my recent job, we started some weekly meetings to
discuss future improvements. At the first meeting, I took everyone
out onto the streets to ask passers by about our field and what they
thought. I guess this is research of a kind, but it removed all the
comfort layers that we had from testing in a lab and put us in the
front line and in touch with customers who didn't necessarily want
to take part in research.

I also like to read about art but it doesn't relate directly to my
job. I guess it's one of those 'what it is to be a human being'
kind of things. Different interpretations on the same piece of art
show how varied we can be.

@Adrian - it's a good one isn't it? I spent an afternoon in the
call centre and we're all planning on visiting local branches soon
(staff as well as customers).

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Posted from the new ixda.org
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