So, I don’t remember whether I specifically told you or not, but I’ve just gone out to work on my own.
A freelance what, I’m not exactly sure.. I’m hoping to continue to do what I’ve been doing for a while now – design/user research and user centred design (including information architecture and interaction design), but some other interesting opportunities are out there too… All good fun.
What this means is that I get to work from home quite a bit and am more or less entirely responsible for getting stuff done, or not. Both of these present great challenges for someone who is – I’ll admit it – a bit of a procrastinator.
Fortunately this is not my first stint as a freelancer, and I’ve developed some tactics over the years that have proved a godsend in getting work done and not letting it drag out forever.
My number one favourite technique is called ‘structured procrastination‘ and here’s how it works. You’ve got a to do list. It’s reasonably long. Make sure it’s got ALL the things you should be doing or should have done on it. Then, attempt to tackle the task you think you *should* be doing. You may have some success, but if you are like me, this is a task that you’re probably doing ahead of time and the lack of adrenaline makes it less compelling than it could be. Rather than just surfing the internet or doing something even less constructive – go to your list and pick something else on the list to do.
The strange thing is that, when you feel you *should* be doing something else (let’s call it your primary task) all of the other tasks on your list suddenly start looking sooooo much more appealing.
I find that whilst procrastinating about my primary task, I manage to plough through a pile of things that I didn’t think I’d get to for quite a while.
Sooner or later, my primary task re-engages me, or it moves from being the primary task to a secondary task which – you guessed it, makes it more appealing all of a sudden.
I know I’m not the only person who uses this technique, and it’s not one I made up myself. I’m not sure how universal it is – but if you’re getting desperate, give it a try and see how you go.
Do you have any foolproof procrastination busting techniques?
(Oh, and yes. I’m interested in hearing from you if you’ve got an interesting project – email me at leisa(dot)reichelt(at)gmail(dot)com)
Ensure that your test approach doesn’t change (which we’ll take down now).
So, one of the first things you learn when you come to qualitative research, particularly usability testing, is to write a test script. A test script is good because you’ll be spending an hour or so with each person and you need to have something to prompt you to make sure you cover what you need to cover, and to help ensure you have a good structure to your session.
But this is how scripts are supposed to be used – as a guide. You shouldn’t literally use them as a script! And you should feel confident and comfortable deviating from the script at the right times.
When are the right times to deviate from the script? I think there are two key times.
If you already know what the answer to your question will be, there is very little reason to ask it. Sometimes it is helpful to have an array of people responding in the same way to the same task or question – particularly if your client is particularly attached to a bad idea for some reason. Repetition can help bring them around. Most of the time, though, you’re just wasting valuable research time covering old ground when you could be covering new.
Very often it’s not until the first one or two research sessions that some very obvious issues become very obvious. You wonder why you didn’t pick them up before, but that’s why we do this kind of testing/research. If you’re not updating your prototype (as recommended in Part Two), then you should update your script. Don’t cover old ground for no good reason, research time is too valuable for that.
The other main reason for deviating from the script is if the person you’re interviewing says or does something really interesting. Your script tries to anticipate what people’s reactions might be, to a point – but the point of doing this research is to learn things you didn’t know before, and sometimes what you thought you’d find and what you actually find are very distant from one another – and this is great! This means you’re doing good research. (It’s alarmingly easy to find out the answers you want to find out by researching poorly).
If you’re interviewing someone and they say something interesting and perhaps unexpected – follow it! This is potentially research gold. Don’t let sticking to a script stop you from following this gold. You may, in fact, want to alter your script for future interviews depending on what you discover here.
Of course, this means that when it comes time to do your report you won’t be able to say things like ’80% of people said this’ or ‘only 10% of people did that’. People do like to say those kinds of things in their reports and, of course, clients tend to like to hear them. People like numbers. (Just think of how they latch on to stupid concepts like the ’3 click rule’). But you shouldn’t really be using numbers like this in your reporting anyways. After all – as we talked about in part one – you’re not using statistically significant numbers anyway, you’re probably talking about eight, maybe twelve people. Your percentages, no matter how popular, are not particularly meaningful AND you are helping to fuel the perception that research is about numbers like this when, as we agreed earlier, it is really all about the depth of insight and qualitative research is what you do if you want to pull out fancy percentages.
So, write yourself a script and use it for inspiration and reminders and for structure but don’t be constrained by it and do let the content of your interview guide the questions you ask and what you report.
Which makes me think… perhaps we need to talk some about how to ask good questions whilst interviewing… soon, I think.
(Brief apologies for the delay between parts 2 and 3 – I had to do some holidaying in Italy. Briefly back in London before flying out to UX Week tomorrow morning. Are you having a ridiculously busy August too?!)
My name is Leisa Reichelt. I am an independent consultant who works with organisations who want to better understand and improve the experience they're delivering their customers.
By improving Customer Experience we know that companies become more effective and profitable - winning more valuable and more loyal customers.
In particular I focus on working with customers to map their customer journeys and identify the critical moments of truth and touchpoints.