Categories
blog Deep Thoughts

Design, UX, and Literature

Sci-fi writer Bruce Sterling writes a piece for ACM’s Interactions magazine about the relationship between design and literature.

Writers cling hard to the word, to semantics, to meaning and sensibility. Design, by contrast, is less verbal. Design is busily inventing new ways to blow itself apart. Design is taking more risks with itself than literature. That is why contemporary design feels almost up to date, while literature feels archaic and besieged.

Design and literature don’t talk together much, but design has more to offer literature at the moment than literature can offer to design. Design seeks out ways to jump over its own conceptual walls-scenarios, user observation, brainstorming, rapid prototyping, critical design, speculative design.

My feeling is that most of what Sterling identifies as literature’s constraints—magazine word counts, typing apparatuses, readership and so on—speaks mostly to practices of publishing and disseminating fiction rather than creating and understanding it. He also speaks of language’s limitations as if they were a bad thing: in her excellent book Hamlet on the Holodeck, Janet Murray makes the point that reading (as well as interaction) is as much about the reader’s “active creation of belief” as it is about the “suspension of disbelief”. In other words, the sensory and spatial completeness that writing lacks is supposed to be supplied by the reader, which makes reading an inherently challenging cognitive task.

Sterling aptly quotes the designer Charles Eames: “Design is a method of action. Literature is a method of meaning and feeling.” I more or less agree with this, but Sterling goes on to hazily suggest that the projects of design and literature (or at least science fiction) are fatally limited, and need to be scrapped in favor of some “new, more general, creative project”. Wuh? You mean like books about Twitter written in Powerpoint? Instead of thumb-twiddling about the inability of literature and design to “synthesize” and somehow anticipate the “new century’s grander narrative”, how about we just stick to the only methods that have ever improved design and fiction with any certainty: research, revision, iteration, and the occasional encounter with genius?

Categories
blog Uncategorized

“Tough Economic Times” – the Quiz!

Remember June 2000? Over in Silicon Valley, there seemed to be a sort of nervous-but-not-panicked vibe in the air: “Everyone else’s company is going to hell, but we seem to be doing alright.” Then the internet bubble burst and everyone shed fat tears of milk!

So now it’s December 2008, and in our experience, people seem to be saying the same things: “Things are sucky, but we’re okay.” We were wondering just how true that was, so we made this quick, three-question quiz to find out! Take it and see for yourself!



Categories
blog Conferencery Live Recruiting Moderator Strategies Presentations and talks Remote Research

User Research Friday, Nov. 7th at Mighty!!!

USER RESEARCH FRIDAY is upon us!

MORE INFO!

REGISTER NOW!

The Lineup

Indi Young – Author, “Mental Models: Aligning User Strategy with Business”

Talk: “How Mental Models Helped Teams Do What They Dreamed”

Steve Portigal – Portigal Consulting

Talk: “Research and Design: Ships in the Night?”

Dan Saffer – Author, “Designing the User Experience”

Talk: “How to Lie with Design Research”

Aviva Rosenstein, PhD

Director of User Experience Analysis, Ask.com

Talk: “Fake Ethnography vs. Real Ethnography”

Dr. Kris Mihalic

Sr Research Manager, Yahoo! Mobile

Talk: “What Mobile Research Accomplishes in 15 Minutes”

Nate Bolt – El Presidente, Bolt | Peters

Intro and what-not

Categories
blog Research innovation

How B|P Researched Spore

b|p gaming observation room

So we’ve been beating around the bush for the past year or so about this top secret game research project of ours, and now that the game has finally hit the streets, we’re bringing the news to you in all its full glory. How did we test the game? Who did we talk to? Do we have lots and lots of video to back it up? Let’s start from the beginning.

[vimeo] http://vimeo.com/1704123 [/vimeo]

Focus groups suck

Basically our highest priority for this study was to stay far, far away from the usual (and sadly dominant) market research-based focus group-style, ahem, bullshit. You know how it is: sterile lab environment, two-way mirrors, cubicles, soul-killing focus-groupthink, creepy guy with a clipboard standing behind you, nodding. We were not going to do that. No way, no how, no focus groups.

Revenge of the SNERD

So what did we do, then? Since we weren’t able to actually go out to users’ homes (though we definitely pushed that idea), our Dear Leader Mr. Nate Bolt formed SNERD (the Simulated Native Environment Research Division) and set out to create a lab environment that was as similar as possible to a typical gaming setup: a desk, a chair, a laptop, and no other participants, research moderators, or observers to distract them. Unlike a focus group study, where participants would play the game for an hour and then talk about it in a group for another hour (ref. aforementioned bullshit), we had our participants play for six hours over two nights, without any explicit directions or instructions, except for one, which was to think-aloud as they played. We used TeamSpeak to hear what they were saying, and only occasionally dropped in with questions.

EA gets in on it

We, the research moderators and the observers from EA, were in a separate room, where we broadcasted the game screens, player’s faces, and TeamSpeak audio live. Even the EA peeps got in on the act: if they had questions, they let me know, so that I could address the players myself and rephrase any potentially leading or distracting questions (“Are you having a lot of fun now?”) into neutral moderator-speak (“Tell me what you’re doing here.”). This way, they were able to figure out what mattered to them, without swaying the feedback one way or the other.

PENS is mightier than the pen

Since we mostly do qualitative research, we don’t do many surveys and questionnaires, so to get the quantifiable data EA wanted, we worked with a great company in NY called Immersyve, who designed questionnaires and analyzed them using a set of fun and engagement metrics called PENS (Player Experience of Need Satisfaction). To keep players from getting bored or distracted when filling out the surveys, we used unobtrustive touchscreens instead of pen and paper, kept the surveys brief (<2 min), and instead of interrupting them, we asked them to fill the surveys out whenever they wanted to take a break from playing whatever phase they were on.

Player station

Oh yeah and it was also kind of insane

Not gonna lie, stuff got pretty B-A-N-A-N-A-S. It took practice to wrap our heads around the setup: six stations in different parts of the building, broadcasting 18 live streams of video to the observation room plus six streams of audio (gameplay video over VGA, webcam video over VNC, live touchscreen view over VNC, and TeamSpeak Chat over IP) while recording the gameplay, voice, and webcam data at the same time. I had to keep an eye on everyone’s progress, listen equally to all six users, take time-stamped notes so I could analyze the videos later, and keep an eye on my computer’s performance, since it was running something like five million screensharing applications. (On some of our first run-throughs, we had so much equipment running that we blew out the power in the entire building. Sploops.) Of course, from the gamers’ perspective, they were just kicking back and playing Spore.

393 Hours of HD Gamer Video

And that, in a nutshell, was it! Over the course of a year, we tested 59 users, logging 393 hours of individual gameplay. And to top it all off, we recorded the whole damn thing: player footage, conversations, and gameplay. The whole point of the study was to get the gamers comfortable so they’d say and do the kind of things they might not do in a self-consciousness provoking focus group or lab environment. Don’t believe us? Check it out:
[vimeo] http://vimeo.com/1704058 [/vimeo]

Categories
blog Deep Thoughts

Some thoughts on The Cloud and ownership

In the prognosticating manner of Vannevar Bush’s “As We May Think“, ReadWriteWeb has a piece on the future of the desktop, essentially predicting that desktops will be replaced by browsers, will all significant functions pushed out to the cloud:

Is the desktop even going to exist anymore as the Web becomes increasingly important? Yes, there has to be some kind of place that we consider to be our personal “home” and “workspace” — but it’s not going to live on any one device.

As we move into a world that is increasingly mobile, where users often work across several different devices in the course of their day, we need unified access to our applications and data. This requires that our applications and data do not reside on local devices anymore, but rather that they will live in the cloud and be accessible via Web services.

How soon these changes arrive also have a lot to do with location: in countries like South Korea and Japan, with higher broadband penetration, more pervasive wireless infrastructures, and more computer users who don’t own their computers (using internet cafes and kiosks instead), the cloud is both pragmatically and culturally more feasible.

I have no doubt that cloud computing is going to play a much larger role, especially as the heavy-hitting mobile platforms take hold (iPhone and Android). But especially in America, where concepts of property and proprietorship are so ingrained, some stuff is always going to be local. Take music subscription services–you might blame their failure on the lack of mobile broadband saturation, but more likely, people just want to own their music and do with it what they want. I suspect that security and privacy have much less to do with it than most people think (how much personal info do most people have on their Gmail accounts?).

The key factor in Americans’ willingness to delegate to the cloud may be money–if people buy something, they want to “own” it, even if it’s just as a file on their hard drive. (Which is why Napster’s “Have everything, own nothing” music subscription ad campaign was a catchy, but ultimately failed campaign.) If it’s ALSO available on the cloud, then all the better–but “we Americans” want to have our things, and own them too.

Categories
blog Moderator Strategies Remote Research

Remote is Better, pt. 2: We’re in ur computer

In our continuing “Remote is Better” series, we explain yet another benefit of remote research methodologies: since you get to talk to people who are using their own computers, you get to see all the fascinating stuff on their computer desktops and web browsers (with their permission, of course). Since we use UserVue to screenshare with the users we talk to, we can see everything on a users’ desktop while we talk to them–this is a great way to get your users talking about sites and programs they use the most, and it always gives you a sense of their computer experience and usage. (While we can’t post any of the desktops we’ve seen, I’ll be glad to offer my own: see below!)

Bookmarks. Forget personas–if you want a real in-depth look at how people use their computers, just take a look at their bookmarks. How many are there? How are they organized–are they organized? What’s especially fascinating is if you’re talking to one of your website’s power users: what other bookmarks do they have that are similar or related to your site? Get your users talking about the last time they visited those sites. You get a surprisingly rich idea of what kind of internet users they are, and what they really want out of your site.

Desktops. If bookmarks give you a good sense of the kind of things your users do online, desktops are a great way of seeing what they do offline: at a glance, you can see the shortcuts, program links, and files they’ve stowed at arm’s reach. You can even get personality hints: are you dealing with a busy professional type with a clutter problem? A compulsive neatnik? A power-using settings-tweaker? Even the desktop backgrounds can give you unexpected human touches: family photos, artwork, and vacation photos can all give you a feel for the user. Even the factory default wallpaper tells you something: Here’s a user who doesn’t want to spend all day fiddling with settings; or, here’s a user who doesn’t know how to change their background.

Usage. More than just the stuff that’s physically present on their computers, you have to pay attention to how they’re using it. Do they have a million other tabs open at the same time as yours? Do they have a computer that’s so slow, they can finish an entire Reuben sandwich while your page is loading? Do they always use their bookmarks to go straight to a page that’s four clicks deep into your navigation? Pay attention–it’s all good stuff.

Ethics. Your users are letting you into their lives; don’t abuse the access. There’s a fine line between harmlessly observing users’ technological ecosystems, and invading their privacy. Here’s one big Do and one big Don’t for gauging whether you’re on the side of Good nor Not Good, but as always, let your conscience be your guide:

DO be transparent. Users should know before the session begins exactly the kind of access you’ll have to their computer, whether or not you’ll record the session, and what you’ll do about the recording. If they’ve got questions or reservations, don’t try to strongarm them into consenting–after all, if you’re doing live recruiting, you can always just snag another user.

DON’T invade people’s privacy. Avoid bringing up any material that might make the user feel like they’re being intrusively scrutinized, or which has the potential for awkward situations. Overstepping your bounds can make your user feel anxious, untrusting, and defensive, where what you want is casual, warm, and relaxed. Examples of things you DON’T want to say: “Hey, I see there in your web history that you just went shopping for underpants! Want to tell me all about it?”, “Can you show me what’s in all those image files on your desktop?”

Keeping your eyes open for the right details on your users’ computers can help give you a more complete picture of the real people who are using your website or software product. We’re all for anything that puts
the emphasis back on treating users like people, rather than like talking pinatas that you whack opinions out of.

Categories
Best Practices blog Deep Thoughts Moderator Strategies

Stop Bullshit Research in Five Easy Steps

Anyone in the UX field who’s worked for a few companies will recognize a type of moderated research that gives off a reek of inauthenticity. Tell me if this sounds familiar: one moderator and six users sit around a table in a converted meeting room. The moderator tells the users, each of whom have been prescheduled and screened through a recruiting agency, to go to a prototype website and pretend they’re looking for a 20 GB googlydooter, or whatever. The users go into their cubicles, where the prototype is brought up on six identical, factory-default computers. Some of the users finish in five minutes, some don’t finish at all, but everyone gets exactly fifteen minutes to finish their task. (The early finishers drum their fingers in boredom, waiting for the moderator to call time.) Finally, the moderator brings up a projection of the prototype, and asks the users to voice their opinions, one-at-a-time, keeping their responses brief, to give everyone time to speak. The process lasts about 1-2 hours, making everyone kind of tired. The participants are paid their incentives, and the moderator drives home, wiping bitter tears from his eyes as he pulls into his driveway.

How could that possibly have been useful? he thinks to himself. What has my life come to?

Categories
Best Practices blog Moderator Strategies

HOW-TO Take Time-Stamped Collaborative Notes

One thing we’ve always wanted to have is a way to allow multiple people watching one of our research sessions to take automatically time-stamped, collaborative notes–everyone working in the same document, live, with entries labeled by author. Then I realized that it’s been under our noses the whole time: IM chat rooms! With a simple piece of free software, you’ve got a time-stamping, notetaking powerhouse at your disposal. And it even supports smileys. All it takes is a little ingenuity!

Categories
blog B|P Livin'

B|P Intern Tells All!

The raw, uncut dirt on Bolt|Peters from our intern-for-a-day, UCSD Cog Sci student Jason van Merle. Enjoy! -Tony

——–

So over spring break I decided to skip the margaritas and take my sliver of free time to visit with Bolt | Peters in San Francisco. Last spring, Nate Bolt and Mike Towber had given a presentation to my cognitive engineering class about B|P and the remote usability testing work they do. After spending so much time studying cognitive ethnography, which emphasizes getting your hands dirty and observing users in context, I got curious how one might observe user interaction without being able to actually view the user! They have an impressive client list, and I found their presentation very interesting, so I thought I’d fly up to San Francisco and check them out. They were kind enough to let me intern for the day.

Categories
Best Practices blog Moderator Strategies Remote Research

Remote is Better, pt. 1: Getting Clients’ Hands Dirty

In this inaugural entry in our B|P continuing series “Remote is Better”, we discuss how separating the moderator and the user eliminates the need for “two-way mirrors”–now you can get your clients into the driver’s seat with you (metaphorically). We show you how!

Lots of people think of remote research as a trade-off or a compromise–a cheap, quick alternative for when you can’t get users in the lab face-to-face. What often gets overlooked are the many, many qualitative benefits of testing remotely: if done properly, remote research can give you all kinds of data and insight that would be impossible to get otherwise. Of course, doing it properly means you need to know what you’re doing. Wouldn’t it be nice if there were people around with years of remote research experience, who were nice (or dumb) enough to give away all their best practices on their official blog?

Categories
Best Practices blog Remote Research

HOW-TO Use UserVue Internationally

At the clubs, people are always asking the same thing: “I love UserVue for remote user research, but I hate that I can’t use it internationally!” For those unhappy party people, here is a guide to dialing internationally with UserVue.

WHAT YOU NEED:

  • Desk phone
  • Computer w/ Skype and UserVue
  • Microphone headset for the computer
  • Moderator
  • Twix brand chocolate bar

LET’S DO THIS:

STEP 1:

Download and register for an account.

STEP 2: Login to Skype and start a UserVue session, like normal.




STEP 3:

Click “Call” in UserVue.


STEP 4:

Put your desk phone number in as Your Phone Number put the Skype call-in number as Participant’s Phone Number, and then click “Dial”.



STEP 5: Have the first Twix bar (there are two to a package). You’ll need the energy for the next few steps.


STEP 6:

Pick up your desk phone when it rings, and then dial “1” when the cold mechanical voice prompts you.

STEP 7:

Answer the call in Skype. Your desk phone will be connected to your Skype line.

STEP 8:

Mute and silence the desk phone. You won’t be speaking through it at all.

STEP 9:

In Skype, click Add Caller, and enter the participant’s number. If the built-in nternational line menu doesn’t work for any reason, then try setting the country to US and then typing in 011, the desired country code, then the participant’s number. Click Call.

STEP 10:

When the user picks up, you win. Direct him/her through the UserVue process like normal.

STEP 11:

Consume the second Twix bar–you’ve earned it. (There should be no more Twix bars. If you still have a Twix bar remaining by the end of this study, then you did it wrong, and the police will already be on their way to your house.)

(OR JAIL)

A WORD OF WARNING

Though it works and you can usually talk to your users just fine, there is a drop in the sound quality of the UserVue recordings. Also, the usual caveats apply when calling internationally with Skype, i.e. it drops out sometimes. You have been warned.