How to approach to the UX User Research
Let’s see what my framework is and which are the main steps I follow when researching.
When people ask me how to approach the user research, as UX specialist and designer, I feel to suggest the adoption of a protocol. A protocol is a simple way to keep the focus on the content itself instead of the process. Also, using a protocol is safe, since it doesn’t let to forget anything and give an extra clarity when it’s time to instruct the audience.
Let’s see what my framework is and which are the four main phases I usually adopt.
1. Reminders for self
This phase starts days before the actual research. It consists of setting all the materials we need to conduct our research.
Just to give an example:
- check to have the informed consent form
- check to have the audio recorder battery fully charged
- check to have all the questions, questionnaires or technical tools needed
2. Introduction and consent
Be clear on the objectives
To make the purposes clear, I use a predefined block of text since it’s important not to forget pieces of information.
Hi, my name is Filippo. My team and I are building a new mobile product; we need to understand a little bit deeper how people use their phones. Remember, we are not testing you, we are just testing the system. Don’t feel like under exams ;-)
Get the (informed) consent
Before starting the research, be sure to get the consent from your audience. Remember that it could be both a group or a single person, so act consequently, reserving the right amount of time for this task. It depends on the objective of the research.
I would just suggest keeping in mind few guidelines:
- Respect their right to choose whether to participate or not.
- They should know what data you are collecting, why, and how you are going to use it. I.e., how audio recordings will be managed and whether they’ll be published or not.
To summarize, you need a Consent Form signed by the user. The form needs to be as much clear as you can, making sure the participants can understand their rights. Don’t use hard-to-understand legal words, just be clear. Also, a form should contain your contact info, in case some of them would revoke the consent later.
I shared with you a template I use.
3. Content session
This phase is the core part of our research. I use to choose among three different types of content sessions. Each type has a specific introduction and a set of basic requirements. Let’s see them:
a. Questionnaire
A survey is perfect for non-open-ended questions. It’s easy and quick to collect the information we need, especially when interacting with a group of people.
Great when you need to collect demographics data.
Example of an intro:
“Now I’d like you to fill out a quick demographics questionnaire.”
Need to have the materials and be prepared for questions.
b. Interview
This type is the old-fashioned open-ended interview. Yes, the most important thing is open-ended questions.
Great when you are trying to understand behavior hard to reproduce live.
Example of an intro
“Now, I want to ask you a few questions about how you use phone apps.”
Remember: take note of which questions are asked and of potential follow-ups. Knowing how much time to spend on the session is so important, especially when you have a group of people to manage.
Be prepared to cope with silence and pause. Sometimes people need to think about the question. Don’t follow up. Let it flow.
c. Observation
The observation type is my favorite. It’s more casual and less stressful for the users. This is great when try to observer how people behave in everyday tasks.
Example of an intro:
Now, I’d like to see how you currently find a nice place for a date. How about: find a bar for the tomorrow night date in San Francisco?
Remember to give the participant your directions. I.e., please, think aloud.
Note how you’re going to document the behaviors and take note!
4. Thanking
At the end of the session, remember to be polite, thank your audience for the time they dedicated to the research and give them more information if you can.
If you set a reward for the time they spent, this is the right moment to give it away. Depending on the subject of the study, it could be a free copy of the book you are writing, the mobile app you are building, a premium account or a Starbucks gift card as well. It’s your choice (or of your organization), but please reward them.
Final thoughts
Using a framework is extremely helpful and can give you an useful confidence when it is time to interact with your users. It also give an extra added-value to the research results.
Just keep always in mind what you hope to get out of each session and what’s the objective of your study.
Personally, I prefer to observe, test and measure my user behaviors rather than ask. I guess this is partially due to direct experience and my startup business background inspired by the “The Lean Startup” methodologies from Eric Ries.
