BIH - Empathizing with users
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Transcript of BIH - Empathizing with users
empathizing with users
BIH UI/UX BOOTCAMP / Microsoft Innovation Center @ Botswana Innovation Hub / bihux.tumblr.com
empathizing with users
Where does the user live? Where does the user come from?
What things does the user have What technologies does the user use?What are his or her skills and proficiencies?
Who does the user live with?Who does the user work with?
What is the user’s day like?When does he/she use the product?
Where
What
Who
When
A plea for empathetic design
“Empathy in design requires deliberate practice. We must intentionally seek opportunities to connect with people in meaningful ways and to set aside reactions and behaviors that will interfere with it. And, once empathy is achieved, it needs to be moderated: apply too much and our thinking loses focus; apply too little and the depth of our insight suffers.”
To empathize you must understand WHY
Never forget about the user.
“I am not the user and the user is not me.”
What makes us human?
We have dreams
We have emotions
We make mistakes
We have first impressions
We have routines
We are cultural
We can be messy
We are impatient
Empathetic design:
simplifies complicated tasks places the burden on the system, not the user keeps the user focused on the task at hand user does not feel overwhelmed physically, cognitively, emotionally appropriate
TurboTax
TurboTax
Design to empower people.
Solve the right problemHelp the user get to know your productGrow your product with your usersadvocate for your usersGet your users involved
To Practice Empathetic design:
Step in the Shoes of a User
Talk to People
Go Outside
Involve Your Users
Talk to Your UsersReally Understand your usersTest with your users Grow your relationship with your users
the design process
…So You Want to Do Research?
Determine What You’re Looking For
Qualitative or Quantitative Research?What questions are you trying to answer?
Be Bold
Go OutsideIntroduce Yourself Look Open
Be Observant
Take Notes. Record how the User might be thinking or feeling.
Use Open Body Language
Be ready to change your question
Activities, Environments, Objects, Interactions, Utterances
Interview Etiquette
Do’s Don’ts
- Listen - Keep it conversational- Set the stage - Remind the participant that you
value their feedback - We’re testing the idea, not them - Explain what you will do - Respect if the participant gets
frustrated
- pose hard questions first- Ask closed questions- overloading questions- asking boring questions- answer your own questions- pose questions in a random
sequence- doing little follow-up on responses- use negative body language
“People don’t want to be asked the questions you’ve asked everyone else already. They want you to care about what they’re saying.”
- Mark Ebner
Listen
Body Language
Wing It
“Hi, My name is Jordan. Nice to meet you.”
“Can you tell me a little more about that?”
“That’s interesting. Can you explain why?”
“Can you show me?”
“Do you like A or B?”
“Can you compare A or B?”
“Who, What, When, Where, How?”
What would you Create/Imagine/Design/Propose?