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Agile, Learnings, Tools

Answering the right questions: Some approaches to framing UX research objectives to make sure your insights land

Aligning on clear UX research objectives — the specific questions to answer in a goal — ensures that the insights we deliver, answer the questions that are important to our teams. Yet, having worked as an agency and client side researcher, on teams with varying levels of customer awareness, I’ve noticed that there’s no one-size fits all approach, when it comes to scoping questions, ahead of a research sprint. … Continue reading Answering the right questions: Some approaches to framing UX research objectives to make sure your insights land

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Artificial intelligence, Content, Innovation, Learnings, Tools

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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Ethnography, Innovation, Interviewing, Mental models, Participatory design, Sharing insights, Uncategorized

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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Ethnography, Innovation, Interviewing, Learnings, Participatory design, Projects, Rapid iterative prototyping, Service design, Sharing insights, Tools

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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Agile, Content, Information Architecture, Innovation, Interviewing, Mental models, Projects, Rapid iterative prototyping, Sharing insights, User testing

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

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Agile, Learnings, Service design, Tools

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

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Innovation, Learnings, Tools, Uncategorized

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

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Information Architecture, Learnings

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

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Learnings, Tools

Workshops are Beautiful – data visualisation with David McCandless

Earlier this month, myself and colleagues from analytics, user experience and digital product management teams, were privileged to attend a workshop run by David McCandless, the author, writer and designer behind Information is Beautiful. As a user experience researcher, I’m immersed in quantitative and qualitative information about audiences. Analysing and synthesising this into themes and threads comes naturally. However, packaging these stories for stakeholders – … Continue reading Workshops are Beautiful – data visualisation with David McCandless

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Learnings

How designers might build shared meaning in the post truth era

It’s the Oxford Dictionaries Word of The Year. We live in times where data can be cherry picked and shaped like plasticine, to whatever version of reality confirms an ideology. Facts no longer influence public opinion as much as emotions and opinions too. This has implications for information architects and UX researchers, who: define information hierarchies present content – which is factual or otherwise- in … Continue reading How designers might build shared meaning in the post truth era

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