Index
A
A/B testing, 92
Account managers, 109
Agreement and buy-in per study, 107–108
Analysis, 126
Analysis plan, 73
Analytics, 226–227
B
Bad news, communication of, 202–204
Bad research questions, 82–85
Before and after screenshots, 219–221
Berry, Bertice, 103
Bias, 120
Blog, 145–146
Bojko, Agnieszka, 223–224
Bollen, Shmuel, 96–97
Books, 168–169
Bowles, Cennydd, 196
Brochure, 188–189
Budget allocations for research, 213
Buley, Leah, 152
Business changes, as indication of research buy-in, 216–217
marketing people, 7–8
upper management, 5–6
Buttiglieri, Richard, 27–28
Buy-in, See
Research buy-in
C
Card sorting, 91
Change, 30–31
Client selection, 25
Cognitive walkthrough, 91
Collaboration
analysis as form of, 126
color the experience as form of, See
Color the experience
planning as form of, 105–108
reasons for, 103–104
recruiting of participants as form of, 108–111
workshops as form of, 137–141
Color the experience, 128–144
body language used to, 129
definition of, 128
field visit debriefing, 130
KJ method for, See
KJ method
spoken language used to, 129
written language used to, 129
Communication
bad news, 202–204
escalation mandate, 204
positive attitude during, 200
proxy designers technique for, 204
soft skills for, 200–207
Communication tools and techniques, 179–200
design posters, 181–192
presentation, See
Presentation
product concept brochure, 188–189
research report, 163–165
top ten lists, 199–200
videos, 179–181
visualizations, 181–192
Constraints, 13–14
Contextual inquiry, 90
Creative director, 21–23
D
Denning, Stephen, 142–143
Design posters, 181–192
Design Thinking, 34–35
Diary study, 91
Dotan, Amir, 139–140
E
Edge cases, 19–20
Engdahl, Kris, 79–81
Engineering stakeholders, 6f
quality assurance professionals, 9–10
technical support professionals, 10
Entrepreneurship, 39
Escalation mandate, 204
Ethnography, 90
Executive summary, of research report, 160–161
Executives, 71
Experience Design, 34–35
F
Field research, 12
Field studies
description of, 90
stakeholders in, 112–117
Field visit debriefing, 130
Findings
high-severity, 159–160
long shelf life of, 213–214
presentation used to convey, 166–171
Focus group, 91
Focus question, 132–133
Fraser, Janice, 40–41
G
Gaffney, Gerry, 13–14
Goals, 78–81
case study example of, 79–81
lack of clarity of, 79–81
nongoals, 78–79
purpose of, 78
Good research questions, 82–85
Goodwin, Kim, 213
Gribbons, William, 37
H
Hamon, Reva, 18–19
Hawley, Michael, 189–190
Healy, Filip, 182–183
Heavyweight storytelling, 165–166
Hess, Whitney, 25
High-severity findings, in research reports, 159–160
I
Immature organizations, 24
Immediate stakeholders, 177
Ingel, Moshe, 14–15
Instant messaging, 120–121
Internal blog, 145–146
Interruptions, 61
Interviews, 91
J
Job descriptions, 217
K
Kaniasty, Eva, 15–16
Key findings, in research reports, 153–155
KJ method, 130–137
accuracy of, 131–132
consensus agreement, 137
focus question, 132–133
groups, 133–137
origins of, 131
priority setting, 131
steps involved in, 132–137
Kollmann, Johanna, 226
Kuriyama, Susumu, 18–19
L
Lab studies, stakeholders in, 117–123
Laitinen, Sauli, 127–128
Leading questions, 62
Lean Startup movement, 38–41
Lightweight storytelling, 165
Listening, 60–64
Live experiments, 92
Lostness, 196–197
M
Mantras, 62–63
Marketing, 7
Marketing people, 7–8
Marketing research, 7–8
McGinn, Jen, 84–85
McGovern, Gerry, 51
Meetings, 105–106
Methodology section, of research report, 158
Mijiritsky, Vitaly, 29
Minimum viable product, 39
Mor, Ido, 168
Multiple teams, presentation given to, 177–178
N
Nielsen Jakob, 17
Nongoals, 78–79
Norvaisas, Julie, 115
O
Online study, 92
Open-ended questions, 61
Organizations
difficult types of, 23–27
fight or flight decisions about, 23–27
P
Participants
meeting with, 121
recruiting of, 108–111
research plan inclusion of, 76
Participatory design, 91
Perspectives, 11–23
Planning, 105–108
Polar displays, 190f
Pomer, Yoram, 114
Portigal, Steve, 115–116
Presentation, 165–179
case study example of, 172
engaging of audience in, 166–170
findings conveyed through, 166–171
focus of, 170–171
to multiple teams, 177–178
pictures used in, 171
practicing of, 174–177
principles, guidelines, and action items as focus of, 170–171
research report as, 152–153
stakeholder objections to results during, 176–177
storytelling approach to, 165–166
Prior knowledge, 55–57
Prioritizing
in KJ method, 131
of research questions, 86–87
Priority-specific organization of research report, 155–157
Product
introducing of, 51–52
users of, 52
Product concept brochure, 188–189
Product development, 216
Programmers, 8–9
Project books, 168–169
Proxy designers, 204–205
Psychology, 204
Q
Quality assurance professionals, 9–10
Questions
open-ended, 61
research, See
Research questions
Quotes, for research buy-in tracking, 225–226
R
Recruiting of participants, 108–111
Repeated requests for research training, 217–218
Repetition, 62–63
Reports, See
Research reports
Research
budget allocations for, 213
consumption of, 211–213
results of, 53–55
utilization of, 211–213
Research analysis, 126
Research analytics, 226–227
Research buy-in
business changes as indication of, 216–217
long shelf life of findings as indication of, 213–214
quotes used to track, 225–226
repeated requests for research training as indication of, 217–218
signs of, 210–218
skeptical stakeholders becoming believers as indication of, 215
staffing changes as indication of, 217
trust as indication of, 214–215
Research impact
before and after screenshots, 219–221
tracking of, 218–227
Research planning
collaboration through, 105–108
meetings for, 105
Research plans, 68–78
audience for, 69
author of, 75
background section of, 75
date of, 75
goals section of, 76
lack of, 73–75
length of, 72–73
long, 72–73
participants section of, 76
purposes of, 70–72
reasons for not writing, 74–75
sample, 77t
schedule included in, 76
script placeholder, 76
time and, 74
title of, 75
users of, 70–72
vague, 74–75
variations in, 69
Research questions, 81–85
bad, 82–85
case study example of, 84–85
good, 82–85
methodologies and, matching of, 92
number of, 86
prioritizing of, 86–87
purpose of, 81–82
research report organization based on, 155–157
sources of, 85
from stakeholders, 85
Research reports, 174–177
benefits of writing, 150–151
as communication tool, 163–165
data included in, 150–151
deadline for, 154
disadvantages of, 151–152
executive summary of, 160–161
high-severity findings included in, 159–160
key findings shared in, 153–155
methodology section of, 158
organization techniques for, 155–159
priority-specific organization of, 155–157
product areas-specific organization of, 155–157
product types-specific organization of, 155–157
professional use of, 150
research questions-specific organization of, 155–157
results and recommendations section of, 155–159
sharing of, with shareholders, 162–163
structure of, 155–159
study tasks-specific organization of, 155–157
tips for writing, 154–155
when to send, 162–163
Research results
do not report, 143–144
intended use of, 55
reporting of, 144–147
stakeholder objections to, 176–177
timing of, 53–54
Researcher recognition, 218
Researchers, 10
RITE methodology, 39
Robinson, Kirsten, 122
S
Screenshots
before and after, 219–221
Secondary importance, 14–17
Shneiderman, Ben, 9
Smith, Carol, 36–37
Smith, Scott, xlviii–xlix
Split testing, 92
Staffing, 217
Stakeholders
business, See
Business stakeholders
buy-in by, See
Research buy-in
communication with, 59
engineering, See
Engineering stakeholders
in field studies, 112–117
focus of, 20–21
immediate, 177
interviewing users, 123–126
in lab studies, 117–123
meetings with, 105–106
participant interactions with, 111–112
perspectives of, 11–23
prior knowledge of, 55–57
questions to ask, 49–57
recording and organizing observations of, 122–123
research buy-in by, See
Research buy-in
research questions from, 85
schematic diagram of, 6f
seeing the results, 15
types of, 5–11
user experience, 10–11
users as, 11
as voice of reason, 59–60
workshops with, 137–141
Storytelling approach to presentation, 165–166
Study
initiation of, 48–49
methodology of, 53
Study goals, 78–81
case study example of, 79–81
lack of clarity of, 79–81
nongoals, 78–79
purpose of, 78
Study participants
meeting with, 121
recruiting of, 108–111
research plan inclusion of, 76
stakeholder interactions with, 111–112
Study plans, See
Research plans
Study results, See also
Research results
do not report, 143–144
intended use of, 55
timing of, 53–54
Summers, Michael, 21–23
Surveys
description of, 91
launching of, by stakeholders, 123–126
T
Tactical research planning, 105
Team
immersion in, 201–202
multiple, presentation given to, 177–178
researchers working with, 215
Technical support professionals, 10
Technical writers, 11
Thomas, Bob, 185–186
Top ten lists, 199–200
Trust, 214–215
U
Upper management, 5–6
Usability, 31–32
Usability Body of Knowledge, 219–221
Usability testing
five participants for, 16–19
importance of, 33
sample size for, 16–19
usability programs identified during, 223–224
User(s)
identifying of, 52
observing of, 168
stakeholder interviewing of, 123–126
as stakeholders, 11
User experience mapping, 184–185
User experience stakeholders, 10–11
Ushioda, Hiroshi, 18–19
V
Validated learning, 39
Videos
communication uses of, 179–181
research buy-in tracking using, 225–226
Visciola, Michele, 212–213
Visual thinking, 182–183
W
Waterfall model, 39
Winch, Guy, 7
Workshops, 137–141
Written language, 129
Y
Yair, Lior, 29–30
Z
Zimmermann, Silvia C., 34–35
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