3 ms·
> you can’t just ask a user “how could this screen work better” Why would you ask that anyway? You've already assumed the problem and solution at that point.
by erikpukinskis 8y ago
> you can’t just ask a user “how could this screen work better”
Why would you ask that anyway? You've already assumed the problem and solution at that point.
You ask how it's going, very generally and let the conversation lead you to their pain points.
You don't ask about the UI, which they are not an authority on. You ask about their subjective experience, which they are.
- tabtab 8y agoThe best approach is to watch them do their work and ask a lot of questions. For example, "Why did you have to leave this screen to go find X?"
- mattkevan 8y ago'Why?' is a very powerful question. A few months ago I heard a talk by the chief product manager at a photo album printing company where he talked about an in-depth series of customer interviews they'd recently conducted. His advice was to keep asking why until you get to the root of why someone did something. However, if the answer you reach 'Because I don't want to die alone', then you've gone too far...
- tabtab 8y agoOr the answer is, "Because the last guy who didn't do X got fired."
- Mikerad1979 8y agoThis technique is called a 5-Why in lean manufacturing. Useful tool in digging into a root cause, and helps people think deeply about the causes of issues that are not inherently obvious. Also, 5 is just the "suggested" number. More or less may be needed. If you reach 'Because I don't want to die alone' in 3 whys, probably no need to try for 5...
- beamatronic 8y agoPerhaps you could measure the user instead, as in time taken to complete tasks.
- tabtab 8y agoIf you use a stopwatch or equivalent, the user may get weirded out. Maybe do a rough-count in your mind and take a note, but to emphasize time above other factors may be a mistake, except for special domains or circumstances.