Become a rock star user researcher by imbibing these 5 habits in your work!

1. 1
5 Habits of an
“Effective” User Researcher
Sareeka Malhotra
2003

2. 2
The 5 Habits of an
Effective Researcher
• Does groundwork like a detective
• Prepares to fire-fight before fire
spreads
• Focuses on the user like an eagle
• Synthesizes like a guru and relays
feedback like a pro
• Revisits his habits with changing times

3. 3
An “Effective” researcher….
• Does groundwork like a detective
– Understands business objectives, rationale, and
metrics
– Asks for more information – market data, past
research, analytics data
– Researches competition as applicable
– Is not afraid to ask “dumb” questions

4. 4
How it helps!
Upfront homework helps ask the right questions
Helps design research relevant and tailored to business goal
Increases the probability of success of research
Eventually meets business goals and increases your credibility!

5. 5
An “Effective” researcher…
• Prepares to fire-fight before
fire spreads
– Is not afraid to say "No"
• Engages at least 3-4 weeks before testing
• Keeps at least 2 weeks for recruiting
• Conducts pilot at least 2 days before testing
• Keeps a “contingency” buffer

6. 6
An “Effective” researcher…
• Prepares to fire-fight before fire
spreads
– Identifies influencers and decision makers
– Documents roles and responsibilities
– Enforces formal, written sign off
– Discourages fragmented communication
– Establishes a central repository as a
as the “Source of Truth”

7. 7
How it helps!
Keeps the research scope and timeline sacred
Avoids last minute surprises and crisis
Preserves the quality and integrity of research

8. 8
An “Effective” researcher….
• Focuses on the user like an eagle
– Makes the right first and last impressions
Cover everything with everyone!
– a cheat sheet
• Session objective
• Role of researcher
• Role of participant
• Recording
• Observers
• Etc. …

9. 9
An “Effective” researcher….
• Focuses on the user like an eagle
– Keeps himself small in the relationship
• Sits back in a low chair
• Keeps a comfortable distance
• Keeps a “humble” body language
• Adopts a friendly tone and a smile

10. 10
An “Effective” researcher….
• Focuses on the user like an eagle
– “Converses” as opposed to “interrogating”
• Engages user in a “dialogue”
• “Listens” well
• Adjusts line of questioning to user needs
– Maintains a poker face
• Does not let his face or tone betray his emotions
• Does not patronize the user
That’s excellent feedback!
You are doing great!

11. 11
An “Effective” researcher….
• Focuses on the user like an eagle
– Explores in a neutral fashion
• Prompts - asks “incomplete” questions
• Uses layman language and not tech-speak.
And you thought…..? And you were looking for…..?
Navigation Breadcrumb
Progress
Meter
Cognitive
Overload

12. 12
What should you do if the user “seems” to
be lost during a usability session?
• Don’t “assume” the user is lost!
• Don’t put words in his mouth!
• Count till 5 before jumping in!

13. 13
An “Effective” researcher….
• Focuses on the user like an eagle
– Explores in a neutral fashion
• Lets the user point out the design flaw by
“failing”
• Echoes to the user what he/she has learned
“So you said that you would
prefer to have…..”

14. 14
An “Effective” researcher….
• Focuses on the user like an eagle
– Engages the introvert as well as the
extrovert
– Don’t be shy to move on with an extrovert
– Don’t be shy to probe the introvert
“I have made note of
this…now let’s move
on…”
“What’s going on in your
mind?”
If user is an obviously wrong recruit –
politely excuse yourself, pay the user, and run!

15. 15
How it helps!
Study flows more naturally
Research becomes less “interrogation," more “exploration”
Users share more insights candidly and fearlessly
Research becomes richer and more valuable!

16. 16
How it helps!
Fosters cross disciplinary trust and appreciation
Highlighting positives projects you as unbiased
Focusing on the “bigger” picture projects you as “business
savvy" not just research savvy.

17. 17
Reporting
– Agree on a format of deliverables with
your audience (high level versus
detailed, PowerPoint versus Word, etc.)
– Share samples of work
– Customize to specific situation

18. 18
An “Effective” researcher….
• “Revisits his habits with changing
times!”

19. 19
The 5 Habits of an
Effective Researcher
• Does groundwork like a detective
• Prepares to fire-fight before fire
spreads
• Focuses on the user like an eagle
• Synthesizes like a guru and relays
feedback like a pro
• Revisits his habits with changing
times

20. Thanks!
20