Five Ways To Do User Research In The Enterprise Without Talking To A Single User
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The document discusses five ways to perform user research in an enterprise before talking to users: 1) learn the domain by researching concepts, language and processes, 2) research adjacent domains to understand related tools and workflows, 3) analyze job descriptions to understand user tasks, 4) research existing patterns and interfaces to identify common designs, and 5) use available internal data like support tickets and usage analytics to identify user needs and pain points. The goal is to understand users thoroughly before engaging them directly through methods like interviews.
Five Ways To Do User Research In The Enterprise Without Talking To A Single User
- 1. Patrick Neeman | @usabilitycounts #iac19 | www.usabilitycounts.com Five Ways To Perform Research In The Enterprise Before Talking To A Single User
- 2. EVERY UX PROFESSIONAL EVAH: “WHEN DO I GET TO TALK TO USERZ?!?”
- 3. @usabilitycounts #iac19 Gatekeepers Customer fatigue Expensive proposition No budget Research jail
- 4. @usabilitycounts #iac19 They’re in red They’re busy with their job They don’t want to train you on your application Your users hate you
- 5. @usabilitycounts #iac19 Learn how they work Learn how they think Learn how they talk Meet them where are It’s Groundhog Day and you’re Bill Murray
- 6. @usabilitycounts #iac19 I don’t conduct research to get answers. I conduct research to ask better questions.” Ha Phan @hpdailyrant “
- 7. @usabilitycounts #iac19 Why should I research this way? So you’ll have better questions before talking to users.
- 9. @usabilitycounts #iac19 Customer Relationship Management Human Capital Management Supply Chain Management User Experience Software Interfaces Specialized language
- 10. @usabilitycounts #iac19 3 Ways To Say New 5 Actors 80% For 7 Patterns 914,000,000 Results
- 11. @usabilitycounts #iac19 How many legal professionals does it take to agree on what to call a lightbulb?
- 12. @usabilitycounts #iac19 Content Style Guide
- 13. @usabilitycounts #iac19 Microsoft Office + Other Products 1.2 Billion Users Use an Office product or service (according to Microsoft)
- 14. @usabilitycounts #iac19 Language is a system that consists of the development, acquisition, maintenance and use of complex systems of communication.” Wikipedia “
- 15. @usabilitycounts #iac19 Inputs Research the domain Buy a domain dictionary Buy Microsoft Manual of Style Inputs & Outputs Outputs Content Style Guide User Scenarios User Journeys
- 17. @usabilitycounts #iac19 Information Technology Spend: Technology and Finance Customer Relationship Management Demand Generation Marketing User Interfaces New school is old school
- 18. @usabilitycounts #iac19 Instructional Design Vs. Design Thinking Emphasize Define Ideate Prototype Test Design Thinking (1992) Analyze Design Develop Implement Evaluate Addie Model (1975)
- 19. @usabilitycounts #iac19 Everything has a process. This is a learning opportunity.
- 20. @usabilitycounts #iac19 Customer Relationship Management Capture Lead Qualify Lead Educate Pursue
- 21. @usabilitycounts #iac19 Example Application Research
- 22. @usabilitycounts #iac19 Inputs Understand other domains Screen shots of other applications Talk to five people Inputs & Outputs Outputs Comparative Analysis Screenshot Inventories User Journeys
- 24. @usabilitycounts #iac19 Users know their jobs better than you. Let them describe it in their words.
- 26. @usabilitycounts #iac19 Example LinkedIn Profile
- 29. @usabilitycounts #iac19 Inputs Get lists of your users Research external sources Construct affinity diagrams Inputs & Outputs Outputs Actors + Personas User Scenarios User Journeys
- 31. @usabilitycounts #iac19 It’s a table. Stop redesigning it.
- 32. @usabilitycounts #iac19 Salesforce Lightning IBM Carbon SAP Fiori Atlassian Design Systems
- 33. @usabilitycounts #iac19 Don’t make shit up. Start with shit that works.
- 34. @usabilitycounts #iac19 The Patterns Search View Detail View Form View Modals
- 36. @usabilitycounts #iac19 Modal Inventory 85 Modals 7 Modals For One Pattern
- 37. @usabilitycounts #iac19 Input Research other systems Use existing frameworks Document your application Inputs & Outputs Output Content Audit Site Map Storyboards
- 38. Use Best Available Data
- 39. @usabilitycounts #iac19 Professional Services Customer Success Product Management Engineering Others are talking to users for you!
- 40. @usabilitycounts #iac19 Usage analytics Support tickets Customer requirements Custom report extracts User assistance Examples
- 41. @usabilitycounts #iac19 Monthly unique users by organization 0 500 1000 1500 2000 2500 Outliers Research Focus Who You Can Help
- 42. @usabilitycounts #iac19 First visit of the month by organization 1 2 3 4 5 6 7 8 53 00 21 9 1 18
- 43. @usabilitycounts #iac19 Use data to identify patterns
- 44. @usabilitycounts #iac19 Train others to perform research
- 45. @usabilitycounts #iac19 Inputs Build relationships Train others to do research Perform content audits Find usage data anywhere Inputs & Outputs Outputs Usage Analytics Content Audits + Affinity Diagrams User Journeys
- 46. @usabilitycounts #iac19 Research isn’t about talking to users. It’s about understanding them.