Observing the User Experience: A Practitioner's Guide to User Research
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Table of contents
- Cover
- Copyright Pagevi
- Contentsix
- Prefacexiii
- PART I: Why Research is Good and How It Fits Into Product Development1
- CHAPTER 1. Typhoon: A Fable3
- The Short History of Typhoon4
- CHAPTER 2. Do A Usability Test Now!9
- A Micro-Usability Test9
- What Did You Learn?14
- What to Do Next15
- CHAPTER 3. Balancing Needs Through Iterative Development17
- Success for End Users Is18
- Success for Advertisers Is20
- Success for the Company Is23
- A System of Balance: Iterative Development28
- Iterative Development and User Research35
- Example: A Scheduling Service36
- CHAPTER 4. The User Experience43
- Information Architecture44
- Interaction Design48
- Identity Design50
- The User Experience Research52
- PART II: User Experience Research Techniques55
- CHAPTER 5. The Research Plan57
- Goals57
- Schedules65
- Budget75
- Research Plan for Company X77
- Maintenance82
- CHAPTER 6. Universal Tools: Recruiting and Interviewing83
- Recruiting83
- Interviewing117
- CHAPTER 7. User Profiles129
- When to Do It131
- How to Do It132
- Using Profiles150
- Example155
- CHAPTER 8. Contextual Inquiry,Task Analysis, Card Sorting159
- Contextual Inquiry160
- Task Analysis182
- Card Sorting192
- CHAPTER 9. Focus Groups201
- When Focus Groups Are Appropriate202
- How to Conduct Focus Groups207
- Focal Group Analysis240
- Example248
- CHAPTER 10. Usability Tests259
- When to Test260
- How to Do It264
- How to Analyze It293
- Example297
- CHAPTER 11. Surveys303
- When to Conduct Surveys304
- How to Field a Survey305
- How to Analyze Survey Responses340
- Follow-Up and Ongoing Research357
- CHAPTER 12. Ongoing Relationship367
- Background368
- Diaries369
- Advisory Boards385
- Beta Testing391
- Telescoping393
- Taking the Longer View393
- CHAPTER 13. Log Files and Customer Support395
- The Customer Support Process396
- Collecting Comments397
- Reading Comments398
- Organize and Analyze Them399
- Log Files402
- What’s in a Log File, and What’s Not403
- Logs and Cookies406
- Some Useful Metrics409
- Extracting Knowledge from Data414
- CHAPTER 14. Competitive Research419
- When Competitive Research is Effective420
- Competitive Research Methods421
- Analyzing Competitive Research431
- Acting on Competitive Research433
- Example: A Quick Evaluation of ZDNet434
- CHAPTER 15. Others’ Hard Work: Published Information and Consultants439
- Published Information440
- Hiring Specialists447
- CHAPTER 16. Emerging Techniques459
- Variations on Techniques459
- Combining469
- PART III: Communicating Results477
- CHAPTER 17. Reports and Presentations479
- Preparation480
- The Report483
- The Presentation494
- CHAPTER 18. Creating a User-Centered Corporate Culture505
- Integration506
- Justification516
- What If It’s Too Difficult?525
- The Only Direction527
- Appendix A: The Budget Research Lab529
- Appendix B: Common Survey Questions532
- Appendix C: Observer Instructions538
- Bibliography542
- Index545
- About the Author560
The gap between who designers and developers imagine their users are, and who those users really are can be the biggest problem with product development. Observing the User Experience will help you bridge that gap to understand what your users want and need from your product, and whether they'll be able to use what you've created.
Filled with real-world experience and a wealth of practical information, this book presents a complete toolbox of techniques to help designers and developers see through the eyes of their users. It provides in-depth coverage of 13 user experience research techniques that will provide a basis for developing better products, whether they're Web, software or mobile based. In addition, it's written with an understanding of how software is developed in the real world, taking tight budgets, short schedules, and existing processes into account.
·Explains how to create usable products that are still original, creative, and unique
·A valuable resource for designers, developers, project managers—anyone in a position where their work comes in direct contact with the end user.
·Provides a real-world perspective on research and provides advice about how user research can be done cheaply, quickly and how results can be presented persuasively
·Gives readers the tools and confidence to perform user research on their own designs and tune their software user experience to the unique needs of their product and its users