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Design Research guide

Made By Many design research guide

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Page 1: Made By Many design research guide

Design Research guide

Page 2: Made By Many design research guide

Design the right thing,

before designing the thing right

why design research matters to us

BECAUSE IT SUCKS BUILDING SOMETHING FOR 9 MONTHS ONLY TO FIND OUT NO ONE ACTUALLY WANTS TO USE IT

Page 3: Made By Many design research guide

Any solution can only be as good as

the depth of understanding of the

problem.

DESIGNING THE RIGHT THING IS ABOUT ASKING “WHAT IS A GOOD PROBLEM TO SOLVE?”

Page 4: Made By Many design research guide

Empathy gives us a deep understanding of the

problems of others

It helps us ultimately design the right thing because

we can see, feel, and understand the perspectives of

people who are different from ourselves.

Page 5: Made By Many design research guide

OBSERVE

LISTEN TRY IT OURSELVES

We gain empathy for people in 3 ways

but let’s start with listening

Page 6: Made By Many design research guide

“would you use this if…..” asking hypothetical questions about the future

“so what do you think of my idea?” directly pitching your idea

People who are new to design research start by

asking two types of questions (don’t do this)

Page 7: Made By Many design research guide

It’s the users job to tell us about their problems,

it’s our job as designers to solve it.

We don’t act on the user’s request, we act on their behalf

Page 8: Made By Many design research guide

“Are you interested in working out?..”

People don’t say what they mean, and don’t mean what they say

Attitudes help us understand what people think but are a poor reflection of actual behavior.

People are bad at predicting what they’ll do in the future. It’s not that we don’t value what people think, it’s just that we can’t make design mandates solely based on people’s opinions.

Instead of asking…

…a better question is

“How many times have you exercised

in the past month?”

EVERYONE WILL SAY YES TO THIS

Page 9: Made By Many design research guide

“You may say that you like Blond,

Jewish, Democrats but you have a

habit of reaching out to pot-smoking,

Indian, Republicans..

This is called Revealed Preference”

- “Looking for someone”, New Yorker

Stated vs Revealed preferences

Online dating sites know that what people say doesn’t always match their behavior so their design has to accommodate attitudes + actual behavior.

They call this difference Stated vs Revealed preferences. Our products messaging should reflect stated preferences, but the designs should be based off of revealed preferences.

Page 10: Made By Many design research guide

The things we find attractive in an online dating

profile have almost nothing to do with the things

that we find attractive in a real life person when

we’re sitting in from of them.

We react to a person’s behavior but what we see

in a profile are attitudes, preferences, and

background characteristics.

- Benjamin Karney, UCLA psychology professor

Page 11: Made By Many design research guide

Short answer

5 - 20

Long answer

Typically we would speak with 5-20 people.You’ll start seeing clear patterns after speaking with a few carefully selected people. Nielsen Norman group did a study

showing 3 users gets you about 75% of the total usability problems. Speaking with 5-6 is a good number.

Before we talk about how to interview customers correctly you’re probably wondering, how many people should I speak with?

Page 12: Made By Many design research guide

FRAMEWORK FOR INTERVIEWS

TO LEARN ABOUT PROBLEMS WITHOUT

DIRECTLY ASKING FOR SOLUTIONS

1. what was the hardest part about?

2. can you tell me the last time that happened?

3. why was that hard?

4. how did you solve that problem?

5. why was your solution not awesome?

Page 13: Made By Many design research guide

HERE’S A SIMPLE FRAMEWORK FOR

INTERVIEWS

Meet Dave, a tech

startup founder

with 3 employees

“Knowing the bare minimum of what I had to do”

“When I wanted my company to be legit”

“I always felt like I could get in trouble later”

“Felt like lawyers were reaming you every second”

“I paid lawyers to help me set it up”

1. what was the hardest part about ______?

2. can you tell me the last time that happened?

3. why was that hard?

4. how did you solve that problem?

5. why was your solution not awesome?

Page 14: Made By Many design research guide

“Knowing the bare minimum of what I had to do”

“When I wanted my company to be legit”

“I always felt like I could get in trouble later”

“Felt like lawyers were reaming you every second”

“I paid lawyers to help me set it up”

It’s tempting to give Dave exactly what

he wants, in this case some type of

feature that gives him access to lawyers.

But we as a design team know that the

solution was the give him the assurance

of ‘ knowing the bare minimum’ and ‘not

getting in trouble later’ without ever

even needing to speak with a lawyer.

1. what was the hardest part about_______?

2. can you tell me the last time that happened?

3. why was that hard?

4. how did you solve that problem?

5. why was your solution not awesome?

Page 15: Made By Many design research guide

Why we observe

We observe people with our products or in their natural habitat.

Research interviews can teaches us about people’s attitudes and what they say they do but when we observe we see true behaviors.

Pairing observation, listening, and doing it ourselves lets see the workarounds and contradictions.

The starting point for most of our

projects is observation in it’s natural

setting.

Observation can sharpen our awareness

of how people respond to particular

arrangements; we notice what people

already do intuitively. That helps us

make predictions about how people

interpret this things we design.

-Jane Fulton Suri, IDEO

Page 16: Made By Many design research guide

So after listening to, watching , and doing it yourself

you want a list of the following

How are people finding creative ways to solve problems they don’t even realize they have.

What are the contradictions between what people say and what they actually do

Workarounds

Contradictions

shows you that people actually

want your product

makes sure your product is

designed correctly

Page 17: Made By Many design research guide

“People are already solving their problems somehow,

the Workarounds are so unconscious that people don’t even

realize that they do it.”

Page 18: Made By Many design research guide

But when I asked him, ‘how did you

solve this problem?’ He said

1. found out his friend’s dad owns a

specialty athletic boutique 2.

reminds himself of the release date

3. finds out if his friend is working

there 4. asks him if it’s there 5.

pays him ahead of time 6.asks

friend to hide it under counter 7.

organizes his day to go pick it up

after school

One athlete mentioned an

occasional problem of

specialty gear being sold out

in his size but that “it wasn’t

a big deal to him”

We once spoke with athletes

about their buying behaviors

of specialty athletic gear

Page 19: Made By Many design research guide

His workaround validates our

solution but we heard a

contradiction between his

attitude and workaround so we

need to frame our product so he

sees the value in it.

But when I asked him, ‘how did you

solve this problem?’

1. found out his friend’s dad owns a

specialty athletic boutique 2.

reminds himself of the release date

3. finds out if his friend is working

there 4. asks him if it’s there 5.

pays him ahead of time 6.asks

friend to hide it under counter 7.

organizes his day to go pick it up

after school

One athlete mentioned an

occasional problem of

specialty gear being sold out

in his size but that “it wasn’t

a big deal to him”

Page 20: Made By Many design research guide

Design the right thing,

before designing the thing right

thoughts on designing the thing right

Page 21: Made By Many design research guide

in order to design the thing right we ask

“what is the best way to solve a problem?”

Designing the thing right is about designing for the way people

already think and matching mental models. We know we designed

the right thing when people intuitively know how to use a product

without ever even seeing it before.

Page 22: Made By Many design research guide

1. SIT DOWN AT RESTAURANT

2.WAITER COMES, PLACE ORDER

3. FINISH EATING, STAND UP GET CHECK

4. CHECKS ARE ALREADY SPLIT

5. TIP IS ALREADY INCLUDED

6. PAY AT COUNTER

1. SIT DOWN AT RESTAURANT

2.WAITER COMES, PLACE ORDER

3. FINISH EATING, WAITER BRINGS CHECK

4. FIGURE OUT HOW TO SPLIT CHECK

5. HOW MUCH SHOULD WE TIP?

6. WAIT FOR WAITER TO COME BACK

7. VENMO

5A. (STARE AT FRIEND WHO’S GOOD AT MATH)

4A. (FIGHT FOR CHECK)

mental model of eating out in the US mental model of eating out in the Costa Rica

Page 23: Made By Many design research guide

1. SIT DOWN AT RESTAURANT

2.WAITER COMES, PLACE ORDER

3. FINISH EATING, WAITER BRINGS CHECK

4. CHECKS ARE ALREADY SPLIT

5. TIP IS ALREADY INCLUDED

6. STAND UP, GO PAY IN COUNTER

1. SIT DOWN AT RESTAURANT

2.WAITER COMES, PLACE ORDER

3. FINISH EATING, WAITER BRINGS CHECK

4. FIGURE OUT HOW TO SPLIT CHECK

5. HOW MUCH SHOULD WE TIP?

6. WAIT FOR WAITER TO COME BACK

7. VENMO

5A. (STARE AT FRIEND WHO’S GOOD AT MATH)

4A. (FIGHT FOR CHECK)

Eating out in the US Eating out in the Costa Rica

Designing the thing right is about designing for the

way people already think and matching mental

models.

If we opened a restaurant in Costa Rica we would

have to match their Mental Models for eating out, the

same is true for the products we design.

Page 24: Made By Many design research guide

INTERVIEW FRAMEWORK

FOR LEARNING ABOUT MENTAL

MODELS

“where do you go next?” 3. Before each step ask..

“what do you expect will happen?”

4.…and then ask

1. SHOW YOUR PRODUCT OR PROTOTYPE

2.GIVE A SAMPLE TASK

5. KEY AN EYE OUT FOR ANY CONFUSION

Page 25: Made By Many design research guide

do you know the workarounds?

do you know the contradictions

between what people say and

what they actually do?

CONCLUSION

Designing the right thing..

when you ask ‘where do you go

next?’ and ‘what do you think

will happen?’

do people consistently give you

the correct answer?

…designing the thing right

Page 26: Made By Many design research guide

THANK YOU

[email protected]

HJ Kwon

Page 27: Made By Many design research guide

DESIGN RESEARCH: VISION + DISCOVERY

PROTOTYPING PRODUCTION LAUNCH + SCALE

MANAGEMENT + HANDOVER

a guide on connecting Design Research to Prototyping

Coming soon

T E S T

LEAR

N MAKE