Conduct User Research

(Activity) for Tier: Product

PURPOSE

To understand the end-to-end experience of current or intended users, the problems they encounter and their perception of their role. To guide conceptual solution(s) and improvements to the current solution(s) based on existing workflows and overall understanding of content related to it. To identify issues and training/documentation opportunities with conceptual solution(s) and information architecture, from the perspective of the intended user, so that issues can be resolved prior to implementation.

WHEN

  • Product backlog exposes enhancement opportunities for existing product interfaces.
  • New requirements require new UI designs or changes.
  • Opportunities to observe users leveraging conceptual solutions or the existing interface.
  • Need arise for discovery research prior to new solution or modification.

ENTRY CRITERIA

  • There is a design or solution that requires user research.
  • Users are available to participate in user research.
  • Conceptual solution(s) with new or updated end-user functionality, layout, and/or information architecture have been created and discussed with the team.

SUB-ACTIVITIES

  1. Establish Focus

    • Identify team assumptions about user behaviors, workflows and experiences related to requirement or change request.
    • Identify team usability assumptions related to conceptual solution(s) or current user experience.
    • Determine which aspects of the conceptual solution, prototype, or application are most questionable and could be validated within the study.

  2. Select Research Method

    • Select the research method that best aligns with what you plan to research.
    • Recommended methods may include: Contextual Inquiry, Task Analysis, Follow-Along, Open Card Sort, Closed Card Sort, Tree Test, First Click Test, Survey, and Usability Study.

  3. Prepare for Research

    • Identify participant criteria and schedule-related needs (e.g. time per participant, downtime between participants, logistics).
    • Schedule participants.
    • Determine roles for the event (facilitator, journey mapper, moderator, observer, etc.).
    • Procure or create appropriate resources (e.g. environments, printed materials, technology, office supplies).

  4. Conduct Research

    • Conduct user research as scheduled.
    • Record, collect and document results, as defined in team procedures.

  5. Analyze Results

    • Analyze research results.
    • Organize and focus findings.
    • Document results, per team procedures.

  6. Review Findings with Team

    • Meet with the team to share findings.
    • Identify considerations for conceptual solution based on results.
    • Identify enhancements or new requirements base on results.

  7. Document Changes and New Work

EXIT CRITERIA

  • Findings related to usability issues, existing experience, knowledge gaps and workflows are uncovered, documented and shared with the team.
  • New requirements have been created, if applicable.
  • Issues to be addressed within conceptual solution(s) are agreed upon, if applicable.