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A checklist for chat bot user experience

In recent weeks I’ ve audited a number of chat-bot interfaces. This involved sifting through articles on the ethics and best practices of AI design . Here are some principles, which can be used as a starting point. I’m interested in how other researchers have tackled chatbot audits. Did you have a checklist or set of best practices to refer to? What can I do … Continue reading A checklist for chat bot user experience

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Exploring cross channel experiences for engineers at trade counters

Creating a seamless experience for engineers using mobile phones, whilst visiting shops, has the potential to reduce downtime costs and thereby add massive value for customers. I interviewed and observed staff and customers, at warehouses and trade counters, to surface pain points and opportunities to support this. The client | A multi national maintenance and electronics distributer Methods |  interviewing, observing Deliverables – photos – … Continue reading Exploring cross channel experiences for engineers at trade counters

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Gauging the usefulness and desirability of a service to connect people to local Copenhageners

In July 2017 I attended the Copenhagen Institute of Interaction’s Service Design course. Over 5 days I led research, alongside another researcher, graphic and visual designers. Our method in summary: Monday Framing a research goal and interviewing 15 locals and sketching with them to prompt discussions Tuesday Analysing findings to frame themes and design challenges Wednesday Refining a design challenges and rapidly ideating concepts Storyboarding … Continue reading Gauging the usefulness and desirability of a service to connect people to local Copenhageners

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Researching and facilitating rapid prototyping to iteratively make it easier for engineers to browse and search a vast product range

How I approached discovering search pain points, exploring these, defining potential solutions, and validating them through rapid prototyping, user testing and involving stakeholders frequently and early. The approach we’ve taken may be adapted and I’m sure it could be improved. Methods Background reading Data analysis Stakeholder workshops Rapid prototyping User testing Interviews The challenge Founded in the 30s, our client offers a product range which spans thousands … Continue reading Researching and facilitating rapid prototyping to iteratively make it easier for engineers to browse and search a vast product range

Framing research objectives in teams where research is spread thin and challenges are complex

I recently attended Indy Young’s online course on scoping research goals which offered an in-depth and dialogue driven way to start framing research objectives. This approach encouraged rigor and depth during internal discovery. The thing I liked most was the adaptability of it. Researchers are often be brought in at various stages of a service or product challenge – particularly if you’re in an organisation … Continue reading Framing research objectives in teams where research is spread thin and challenges are complex

How qual and quant customer insights combine to build a rich and measured view of experience

As the first qualitative researcher in a travel experiences business, I have been raising awareness of how qual and quant differ, and can be combined to support product decisions. Particularly if you need to: Explain paradoxes Augment and enrich clues Understand prevalence Ask the right questions Frame hypotheses Sam Ladner’s Mixed Methods book and Erica Hall’s recent articles on badly designed surveys (links referenced below), … Continue reading How qual and quant customer insights combine to build a rich and measured view of experience

How I ramped up for a more senior research role

Earlier this year Company A approached me about a Lead UX researcher role. I wasn’t particularly looking for a new role, however there were key points which appealed and made me think, ‘why not?’ The job description and interview design challenge signalled the right things The JD featured a few things which I wanted to do more of: * research offline and online experiences * … Continue reading How I ramped up for a more senior research role

Collaborative information architecture with Abby Covert

Meeting Abby Covert was a defining moment of 2017. I’ve methodically absorbed her book, blog and presentations. You could call me a fan ; ) I wasn’t expecting our meeting to be punctuated with memorable (and sometimes hilarious), anecdotes. Information architecture is everywhere To begin,  IA or information architecture, is how we arrange things to give them sense. It’s in the websites we use, the … Continue reading Collaborative information architecture with Abby Covert