Facts and evidence, not guesswork and assumptions.
- Understand the problem to be solved
- The cost of focusing too early on design solutions is that you easily lose sight of the problem you are trying to solve.
- Each new case was unique, and what mattered were reliable and verifiable facts about the case.
- Create an explicit research question with question mark (?)
- Find out what the company already knows and read prior research reports.
- Use checklist to collect background information.
- 不要過早聚焦於尋找解決辦法。
- 每個案子都是獨立的，蒐集證據才是重點。
- 列出明確的研究問題。
- 閱讀公司報告及研究文獻。
- 根據清單蒐集背景資料。
- Collect the facts (and clear your mind, no assumption)
- The primary method of collecting facts was careful observation. Observation can help us to understand how people work and what they really do. This is the key to identifying latent user needs.
- Not to worry about the relevance of the information you are capturing.
- Be alert to things happening and trifles. Shadow people. Remember that your participants are the experts.
- Look for inconveniences, delays and frustrations. Focus on the typical and busiest moments; critical incidents. Record anything unusual. List tools people are using.
- Pay attention to the sequences and timing of events and actions.
- Get copies or photos of artefacts.
- Make diagrams of the workplace.
- 觀察細節是此階段重點，也是找出使用者潛在需求的關鍵。
- 此刻不要評斷觀察結果與研究的關聯性與重要性。
- 對細節保持警覺，隨時跟著使用者，他們才是專家。
- 觀察任何不便、情緒與應變(A)，注意一般及特殊的情境(C)、使用工具(T)。
- 注意事情發生的順序與時間點。
- 取得各種記錄文件：相關文件、照片、表格等。
- 製作情境圖(work flow, rich picture)。
- Develop hypotheses to explain the facts (but not act in the site visit)
- We must bring to bear our knowledge of human behaviour, technology advances, market trends, and our company’s business goals, to help us formulate the models and solutions that best fit the facts we collected in our field research.
- Our models, personas, scenarios and stories should include: the primary goals that people have; the workflow; the mental models people build; the tools they use; the environment they work in; the terminology they use to describe what they do.
- 集結各領域的知識提出假設性的解決方法。
- 從改善現狀的角度出發，persona&scenario需涵蓋：主要目標、工作流程、思維模式、使用工具、工作環境、專業術語。
- Eliminate the least likely hypotheses to arrive at the solution
- Testing should continue as an iterative process.
- Does the solution fit the data we observed? The data should be reliable, valid, able to predict an outcome and resist bias.
- 重複地測試。
- 找出呼應數據的解決方案。數據的信效度和公正性與測試的嚴密度息息相關。
- 排除不適方案。
- Act on the solution
- "Nothing clears up a case so much as stating it to another person." - Sliver Blaze (1892)
- Present the team with specific and actionable design recommendation.
- Create and present a clear series of next steps — both tactical and strategic. Promote iterative design by arranging to test the new version of the design.
- Don’t just attend design meetings, chair them. Educate the team in UX and user-centred design methods.
- 向團隊提出明確且可行的建議。
- 策略性地提出下一步要採取的行動，並提倡為新版本的設計進行重覆測試。
- 不要只是參與會議，而是帶領會議的走向，傳達UX觀念。
(Source: What user researchers can learn from Sherlock Holmes by Philip Hodgson)
