Practical advice to improve user testing in this new normal.

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Learn how to adapt when your user testing lab looks like this…

User testing has moved completely online since most markets went into COVID-lockdown several months ago.

While this change is disruptive, we still need to get feedback from users to properly develop product and service ideas. Life goes on and so does the need to test new product and service ideas. At first glance, several upsides and downsides to remote user testing present themselves.

The most obvious downside is less familiarity and less control of the environment. With in-person testing, you have significantly more control of environmental factors — noise, interruptions, technology. We find it easier to recover when something goes wrong in-person because we’ve often already experienced and accounted for common issues or disruptions. …


Practical advice to improve user testing in this new normal.

By Mathieu Dauner, Strategy & Research Lead

This is the final instalment of three part series. Part 1 (before testing) and 2 (during testing) can be found on earlier posts from the This Is Why We Can’t Have Nice Things publication.

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Download “post-testing” checklist for remote testing

AFTER TESTING

Congrats! You’ve navigated a successful remote testing succession. You probably have a few more to go through on the day, but here are some outcomes and considerations to plan for after each test or at the end of all your testing sessions.

Outcome 1: Playback immediately

As soon as the participant has left the session, it’s important to quickly run a retrospective with the group. Capture feedback and observations from everyone. Build consensus around the most important observations. You lose the clarity and sharpness to your insights and observations over the course of day, which is why you must retro after each session. Also, it allows for people to jump in and out of different sessions throughout the day. …


Practical advice to improve user testing in this new normal.

By Mathieu Dauner, Strategy & Research Lead

This is the second instalment of three-part series. Part 1 (before testing) can be found on earlier posts from the This Is Why We Cant Have Nice Things publication.

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Download ‘on the day’ checklist for remote testing

DURING TESTING

Showtime! This section encompasses outcomes and considerations for the actual day of testing.

Outcome 1: Team is prepared for turbulence.

As stated previously, something will inevitably go wrong. Your best policy is to establish what you will do and how you will communicate to the participant and the observation room when something goes wrong.

CONSIDERATIONS

Define clear protocols when things go wrong

Agree upfront on ‘termination’ protocol with the observation room (e.g. Three strikes policy, after the 3rd try we terminate the…


Practical advice to improve user testing in this new normal.

Image for post
Image for post
Learn how to adapt when your user testing lab looks like this.

User testing has moved completely online as most markets went into lockdown several months ago.

While this change is disruptive, we still need to get feedback from users to properly develop product and service ideas. Life goes on and so does the need to test new product and service ideas. At first glance, several upsides and downsides to remote user testing present themselves.

The most obvious downside is less familiarity and less control of the environment. With in-person testing, you have significantly more control of environmental factors — noise, interruptions, technology. We find it easier to recover when something goes wrong in-person because we’ve often already experienced and accounted for common issues or disruptions. …


Notes from SXSW 2017

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There is no short or long answer to this question. The landscape of bots is changing rapidly. Two years ago, there were only a handful of players helping brands create bots to better service their customers. This number swelled to over 250 companies a year later, with a significant number of those companies disappearing overnight in the last few months.

Where To Start?

The learning curve will be high for brands as they enter the bot space. To reduce the volume of inevitable mistakes and oversights, partners like Facebook, Assist and Pandorabot recommend the following:

  1. Start with the outcomes and define these as best as…


Notes from SXSW 2017

Sport leagues and sports marketing are being disrupted by technology and outdated businesses models, just like so many countless businesses and brands out there.

The message is clear even in sports. Trying to preserve the old way of doing things is futile and irrelevant. As Kyle Bunch during the SSaaS Panel calls out below, chasing old models simply makes little sense in the new way fans are consuming sport.

“How can you even see your logos when we live in a world of “highlight reels”? — Kyle Bunch

The implication being that your brand becomes even more invisible to the thousands of fans who seek out the countless DIY-edited highlight feeds after every big match, where the creators are not trying to place products or ads in their highlight reels. …


Notes from SXSW Interactive 2017

Conductive Yarn?

Google ATAP and Levi’s came together to make Project Jacquard — or simply the first Google Trucker Jacket. It’s the first wearable tech that looks wearable yet has product features integrated into the jacket that allows you to interact with maps, messaging and phone calls via gestures with your jacket. This story has been out for a year and you can watch the video below, but the product isn’t the story we’re talking about today.

Respecting Expertise

What makes this partnership so exciting and successful is the working partnership formed between both brands in order to make this collaboration happen. Both Google and Levi’s were quick to admit that when you do a “First In the World” type-venture, you really need both partners to bring their expertise to the table. And more importantly, for each partner to respect the other’s expertise, even though it might seem counterintuitive to the way they usually work. …


Notes from SXSW Interactive 2017

Virtual Reality as a technology is still emergent but several clear themes are converging in its near future. These themes present us with a metaphorical crossroads so to speak.

To put this crossroads into perspective, we stand at a pivotal moment in the development and progression of VR. As Chris Sutton put it, VR is having a “Gutenberg Press” moment.

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Gutenberg Press invented in 1440

Just like the group of bewildered Germans crowded around the first printing press in 1440, nobody could fathom the impact of this watershed moment. …


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Quick Take: Thoughts from Academy Xi Future Series — Service Design

“Companies are realising the importance of a well-crafted experience, and the profound effect this has on customers. At the centre of Service Design, is the creation of thoughtful, user-friendly experiences.” — Academy Xi

Yet like most industries, the disruption of technology in the business landscape has raised questions around the direction of the very approach and process originally designed to manage digital transformation.

Academy Xi assembled a panel of speakers to discuss key questions around this topic:

What are key challenges moving forward for clients and designers?

Where can improvements be made?


This weeks’ starting 11 is dedicated to the political steamroller that went down in Philly last week, otherwise known as the Democratic National Convention.

Enjoy!

The Formation

4–4–2

The choice to go with the bread-and-butter formation popularised during the 80s and 90s was simple because that’s exactly what the DNC did… it took the common themes of unity, patriotism and American values that were the foundation of Republican politics for the last 20 years and owned them like a boss. Even conservative writers took notice, tweeting as the convention wrapped:

“Well done, @realDonaldTrump. You made Democrats a party of sunny patriotism and values. …

About

mathieu dauner

Strategy and Research Lead at Mentally Friendly. Follow me @mdauner or connect with me on LinkedIn.

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