by STUART HENSHALL, Convo
Early in 2020 as a result of Covid-19, Convo—along with companies around the world—moved all research in India to remote solutions. This was quite a change and presented new challenges to the research team. While our preference is almost always to go in-home, particularly for foundational and ethnographic research, for UX research a temporary though centralized “lab” is typically more time and cost efficient. This post focuses on the impact of remote methods on UX Labs where, paradoxically, remote methods can render the lab situation more ethnographic.
We are in a tier two city, sitting in a viewing room, looking in on the UX lab setup as a session was about to start. It was typical for India in many regards, with multiple cameras, various wires, and recording equipment set up in a temporary location (typically a hotel). Usually you can’t help noticing the wallpaper (it’s so not me) and the lights may be dim and fluorescent. In a few moments, our research participant will arrive....
by VINEETH NAIR, Salesforce
How can designers reverse the complex mental models people develop from interacting with convoluted enterprise software? How can we respect the gratification people get out of executing complex tasks at work? When does simplicity actually compromise user experience?
These are some of the questions that have intrigued me as a human-centered design practitioner. The interplay between human behaviour and product experience is fascinating in the enterprise space because of its unique characteristics: Enterprise products are designed to tackle niche business problems, used to accomplish definitive tasks, and, unfortunately most often, forced on end users whether they like it or not.
In enterprise, the customer is not the end user, and usability has not generally been a key metric in purchasing decisions. As a result, most companies end up purchasing products that weren't necessarily designed with empathy for end-users. Organizations spend millions of dollars to procure products that can support the functionality...
CHRISTOPHER A. GOLIAS
American Eagle Outfitters
This paper examines the cultural counter-flow between ethnography and remote usability testing, specifically what such tools might offer ethnographic practice. I explore how remote usability testing can both extend and delimit ethnographers’ sight lines. Because remote testing has a narrow aperture, long sight line, poor context and quick turnaround, I invoke the metaphor of a spyglass in the hands of the ethnographer to understand this increasingly available digital research method. Remote usability testing can quickly access insights and novel footings, while simultaneously creating myopic, distorted or biased understandings. Theoretically, the history of usability studies is compared to that of archaeology as it transitioned from a cultural product focus to a context focus. Practically, several workflows are presented that use the strengths of ethnography and remote usability testing to enhance one another. Finally, ethnography is discussed as a craft-like competence, rather...