This article is not about remote research tools. But about how we can reinvent and evolve known design research methods to address the current challenges, looking beyond the lockdown crisis. My reflections here are based on insights from both past remote research projects as well as recent experiments.
What best practice do we have for remote user research?
But what about design research? In-depth, in-context interviews and observation?
Considering the core, generative research, that helps us understand people’s context, needs, pains and behaviours — this is not a practice that we can simply transfer from the physical, real world to an interaction through a computer screen. …
This article suggests rethinking what we learn when we put concepts and prototypes in front of customers for feedback.
What does ‘user testing’ mean to you? The most common flavour is ‘usability testing’ — which actually makes more sense as a term because it does not sound like we are testing the ‘user’. We put products and services in front of target customers to find out if they are easy and delightful to use. Right…?
So why is ‘user testing’ a trap then?
To answer this question, we need to take a step back and reflect upon why and how we evaluate services. Let’s say, company Y wants to launch a new service. They create some sorts of prototype to visualise parts of this service and get customer feedback. They might first test a paper-based prototype or (more often) an interactive mock-up of a mobile/web app. Some would go straight into developing an MVP— based on the assumption that they need real data to get real insights. …
Design Sprints have become a great tool for product development for many — but can you actually apply the same methodology to solve a complex and multifaceted problem? Say, a problem like flight delays?
So the first questions are…how does one approach a problem like this? Do you try to analyze operational processes and see where the failures are, try to attack the root cause? Do you assume that most flight delays cannot be avoided, but are damaging to the airline’s brand and therefore you focus on how to minimize the negative impact on customers?
How can you create a process that enables the airline to analyze and solve their points of failure in 5 days? …