User research

A few years back, I read Indi Young’s Mental Models – Aligning Design Strategy with Human Behavior. I was inspired by the detailed and methodical process she outlined to better understand a customer “problem space”.

Unfortunately, it’s not always practical for scrum teams to allocate several sprints to research and map a mental model of the customer. And Indi will tell you “Research Doesn’t Fit into Fast-Spinning Cycles”. 

So how do you get some of the directional goodness of mental model into your sprint? Continue reading Include Customer Statements in Your User Stories

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If it’s true that 77% of app downloads are never used within 72 hours after installing, you have to wonder about lost dollars in development.

Consider that the average cost for developing and deploying an app is $5o-$300k. Multiply that times the current rate of new apps appearing in the app store alone; roughly 252 per day.

We’re talking $12m – $75m spent every day with $9 – $58m of that investment yielding $0 in ROI. With that probability of loss, why would anyone deploy an app without testing the concept with a target audience? Continue reading App Testing In The Wild

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Do you ever find yourself drifting off while conducting interviews? Are you having trouble remembering what an interviewee said during a conversation? Are you busy thinking of your response or opinion before the other person has finished speaking?

If this describes you, your hearing may be fine but your listening needs work. To get more out of  interviews and conversations, you’ll need to work on becoming an “active listener”.

Guidelines

To be an active listener, you’ll need to clear your mind, focus, ask questions, reflect, and paraphrase throughout the conversation. Here are 12 helpful tips to follow the next time you have important feedback to collect. Continue reading Listen up!…and have better interviews

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If you look up the definition of persona you will learn there are various types of persona, each different depending on their context of use. There are persona for literature, music, video games, communication studies, psychology, marketing and user experience design. Although their use varies, personas typically include people, actions,  behaviors, a back story, and specific context or scenario.

If you plan to develop and  use persona in your experience design work, make sure you follow a structured approach. Continue reading About Personas

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A few years back I was hired to build an internal UX practice and redesign a legacy ad serving platform for a large Digital Agency. Like all of my projects, I started with highly visible, collaborative customer and technical research. I created the video below to summarize my first 3 months on the job and demonstrate how the research would guide the design.

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