- Factors that make usability more likely to fail Factors that make usability more likely to fail
- User Centered Design User Centered Design
- Six Principles of Human-Centered Design Six Principles of Human-Centered Design
- Don't just listen to a user Don't just listen to a user
- Research Methods Research Methods
- Contextual Inquiry Contextual Inquiry
- Design of interview Design of interview
Usability is the degree to which the following can be satisfied for the expected target users.
- Effectiveness: A user solves the user's JOB or will the user achieve his/her goals?
- Efficiency: Whether the goal can be achieved in the shortest possible path.
- User Satisfaction: Whether the user is uncomfortable or not.
Factors that make usability more likely to fail
If the target user with a specific JOB is not clear, that target is ultimately twisted by the creator's intent.
Properly understand the situation when dealing with the target user's JOB. If the situation is different, the same solution cannot be solved correctly for the same JOB.
Focus on a pathways that lead to the goals that are important to a user. Even if you can find a problem through user interviews, if there is even the slightest problem with a critical pathway, there is a problem in your product.
User Centered Design
Process of "User Centered Design" is as follows:
- (1) Survey: Understanding user usage
- (2) Analysis: Explore user needs from usage
- (3) Design: Create a solution that meets the user's needs
- (4) Evaluation: Evaluate your proposed solution
- (5) Improvement: Feedback on the evaluation results to improve the proposed solution
- (6) Iteration: Repeat evaluation and improvement
Six Principles of Human-Centered Design
- (a) Design is based on a clear understanding of users, job and environment
- (b) Users stay involved from design to development.
- (c) The design is driven and refined by user-centered evaluation
- (d) The process is iterative
- (e) Design deals with the entire user experience
- (f) The design team includes a diverse range of skills and perspectives
Don't just listen to a user
It's a mistake to create a product by listening to user feedback and the frustrations they feel. It's important to listen to the user's experience to find out their implicit needs.
Doctors don't hear patients say, "I want you to operate on me".
They carefully listen to their eyes and ears to the user's experience and situation to make an appropriate diagnosis.
- Quantitative Surveys => Collects numerical and categorical data and represents the results in aggregate. Used to estimate the overall picture of a population.
- Qualitative research => Deals with non-quantifiable data such as interviews and observations; categorizes and structures the data using the KJ method.
A user becomes master and an interviewer becomes apprentice. The interviewer interviews the user with the intention of becoming an apprentice.
- An interviewer apprentices a user
- The user shows and explains his/her work to interviewer
- The interviewer asks more and more questions on the spot if there are any questions.
- Once the process is complete, the interviewer talks to the user about what he/she understand and check
The most important feature is that the user is not tought kindly. The apprentice learns from the master on himself/herself, including information that is not verbalized through observation and questioning.
Repeat the flow of "Ask for teachings => dig deep => ask questions => check => move the focus".
- Tell a user what you want them to learn and focus on a specific topic.
- Ask the user if you have any questions or uncertainties to understand his/her content.
- Now that you think you've got it all figured out, you can ask the user to confirm what he/she understands
- When the conversation is over, focus on it promptly. Stick with it and don't let it ruin the relationship.
The role of the interviewer is not to "create a question", but to listen carefully to the user and then find a question. It's important to find the question in the image of finding the annotated links and clicking on it.
Flow of question should be asked in the order of "Experience = > Frequency of Experience = > Most Recent Experience". By specifying specific situations to talk about, you can get the facts out of them.
Bad Question of user hearing
"Why not do xxx?" is a no-no in interviews. They are trying to get the user to analyze.
Interviews are not the place to get answers from a user. Once you understand the user's experience, the "why" comes naturally to you.
Design of interview
- List up some questions => List as many as possible that you want to ask
- Summarize the questions => Group the questions by KJ method and organize them into around 10
- Listen in a creative way => Ask the questions in an "open question" manner.
- Get creative with the order => Background, such as profile and job description, gradually moving to the main theme.
- Create an interview guide => Put together the questions you prepared and create an interview guide.
- Don't just use the guide => See the guide as just a conversation starter.
The most important thing is to strive to understand a user deeply, with the feeling of being an apprentice.