post Understanding your users in Articles

post Understanding your users in Articles https://www.webdev.servicenow.com/community/articles/understanding-your-users/ta-p/1385 <DIV class="lia-message-template-content-zone"> <P><FONT size="4">In any project, it is important to gain an understanding of the users' expectations, experiences, and needs to deliver a positive outcome. We want to thank you for coming to the <EM>Continue building better workflows by understanding your users </EM>lab. Below you will find a recap of the lab, a list of resources that will help you research journey and opportunities to participant in ServiceNow research.</FONT></P> <P><BR /><FONT size="4">Its worth mentioning that this framework is not limited to building a product and is applicable to many strategic initiatives, and especially relevant to those responsible for implementing and managing ServiceNow workflows in their organizations. </FONT><BR /><BR /></P> <P><FONT size="5"><STRONG>Why understanding your users is important</STRONG></FONT></P> <P><FONT size="4">Understanding your users ensures you deliver a solution rather than an invention. A solution implies the product takes into account user's thoughts, feelings, and behaviors. Additionally, understanding your users allows you to learn about their needs. User needs are key to product success as building for user needs increases the probability of success. To identify needs effectively, it requires a systematic and continuous process of understanding your users, thus, following the research process will guide you on your journey.</FONT><BR /><BR /><FONT size="5"><STRONG>Overview of the research process<BR /></STRONG></FONT></P> <DIV id="tinyMceEditorgisellakontaria_0" class="mceNonEditable lia-copypaste-placeholder"> </DIV> <P> </P> <P><FONT size="4">At a high level, these are the milestones for a research project. All are important in their own way, but identifying research objectives deserves a special call out. Clear research objectives are important because they establish direction. Research with unclear direction will not be conducted effectively because if you have vague direction you will get vague results. Research objectives also have implications for your study's methodology and general logistics because you make these decisions based on what puts you in the best position to answer your questions.<BR /><BR /></FONT></P> <P><STRONG><FONT size="5">Qualities of great research objectives</FONT></STRONG></P> <P><FONT size="4">Generally you want to have 3 - 5 objectives per study. The concern with having more is that you spread yourself to thin and reduce the quality of your findings.</FONT><BR /><BR /></P> <OL> <LI><FONT size="4">Open ended and consider cause and effect</FONT> <UL> <LI><FONT size="4">This refers to focusing on a topic with substance and sets you up to explore the interconnectedness of users.</FONT></LI> </UL> </LI> <LI><FONT size="4">Provide a path for more follow research</FONT><BR /> <UL> <LI><FONT size="4">Compelling objectives often lead to more questions, which requires more research. </FONT></LI> </UL> </LI> <LI><FONT size="4">Pass the <EM>so what </EM>test</FONT> <UL> <LI><FONT size="4">Meaning they are of relevant and interest to others, usually tied to a business goal or something relevant going on at your organization.</FONT></LI> </UL> </LI> </OL> <P><STRONG><FONT size="5">UX Research Methods</FONT></STRONG></P> <P> </P> <DIV id="tinyMceEditorgisellakontaria_1" class="mceNonEditable lia-copypaste-placeholder"> </DIV> <P> </P> <P><FONT size="4">There is no best method or type of research. There are many factors that go into selecting which one you should employ, but the choice is primarily driven by your research objectives.</FONT></P> <P><FONT size="4">Other factors you should consider:</FONT></P> <OL> <LI><FONT size="4">General logistics</FONT></LI> <LI><FONT size="4">Time</FONT></LI> <LI><FONT size="4">Access to end users</FONT></LI> <LI><FONT size="4">Level of confidence in findings</FONT></LI> </OL> <P><STRONG><FONT size="5">How much data to collect?</FONT></STRONG></P> <P><FONT size="4">What's more important than how many users you collect data from is that you are collecting data from people who are most representative of your end user. Generally, when conducting qualitative research the sample size is smaller whereas in quantitative research the sample size is larger.</FONT></P> <P> </P> <P><FONT size="4">It is important to remember that they are people and not just test subjects that provide data. You must keep ethics in mind regarding the types of questions you ask, obtaining consent to collect data, and how you handle and protect the collected data.</FONT></P> <P> </P> <P><STRONG><FONT size="5">Writing your discussion guide</FONT></STRONG></P> <P><FONT size="4">A discussion guide is a written roadmap of your interview conversation and the questions you want to ask.<BR /></FONT></P> <DIV id="tinyMceEditorgisellakontaria_2" class="mceNonEditable lia-copypaste-placeholder"> </DIV> <P> </P> <P><FONT size="4">Tips for structuring the questions in your discussion guide</FONT></P> <OL> <LI><FONT size="4">Group related questions together</FONT></LI> <LI><FONT size="4">Start broad and then get more specific</FONT></LI> <LI><FONT size="4">Be mindful of question order</FONT></LI> </OL> <P><FONT size="4">Tips for writing good interview questions</FONT></P> <OL> <LI><FONT size="4">Open ended (What.., how..., why..., tell me about...)</FONT></LI> <LI><FONT size="4">Avoid leading questions</FONT></LI> </OL> <P><STRONG><FONT size="5">Moderating an interview</FONT></STRONG></P> <P><FONT size="4">Tips to moderate like a pro</FONT></P> <OL> <LI><FONT size="4">Involve your stakeholders</FONT></LI> <LI><FONT size="4">Have an observer/notetaker</FONT></LI> <LI><FONT size="4">Remember to stay neutral</FONT></LI> <LI><FONT size="4">Resist the urge to explain</FONT></LI> </OL> <P><STRONG><FONT size="5">Analysis</FONT></STRONG></P> <P><FONT size="4">Tips for analyzing data</FONT></P> <OL> <LI><FONT size="4">Check hypothesis and identify themes</FONT></LI> <LI><FONT size="4">Categorize or tag your data in a tool (ex., Excel, Miro)</FONT></LI> </OL> <DIV id="tinyMceEditorgisellakontaria_3" class="mceNonEditable lia-copypaste-placeholder"> </DIV> <P> </P> <DIV id="tinyMceEditorgisellakontaria_4" class="mceNonEditable lia-copypaste-placeholder"> </DIV> <P> </P> <P><STRONG><BR /><FONT size="5">Suggested reading:</FONT><BR /></STRONG><FONT size="4">Want to learn more about UX research methods and strategy? Here are some places to get started:</FONT></P> <UL> <LI><FONT size="4"><A href="https://www.nngroup.com/articles/" target="_self" rel="nofollow noopener noreferrer">NN/g Nielsen Norman Group</A></FONT></LI> <LI><FONT size="4"><A href="https://measuringu.com/blogs/" target="_self" rel="nofollow noopener noreferrer">MeasuringU</A></FONT></LI> <LI><FONT size="4"><A href="https://dscout.com/guides-and-resources" target="_self" rel="nofollow noopener noreferrer">dscout</A></FONT></LI> <LI><FONT size="4"><A href="https://www.userinterviews.com/category/research-methods-deliverables" target="_self" rel="nofollow noopener noreferrer">User Interviews</A></FONT></LI> <LI><FONT size="4"><A href="https://www.usertesting.com/resources/topics" target="_self" rel="nofollow noopener noreferrer">UserTesting</A></FONT></LI> </UL> <P> </P> <H3 id="toc-hId--1527401715"><FONT size="5"><STRONG>Sign up to participate in ServiceNow research studies!</STRONG></FONT></H3> <P><FONT size="4">We want to ensure we are providing the best possible experience for all customers. To achieve this, we need your help to understand your ServiceNow experiences and needs. Research studies can range from 2 to 90 minutes, with compensation (if eligible).<SPAN> </SPAN><A href="https://servicenowproductlab.com/" target="_blank" rel="noopener nofollow noreferrer">Learn more here</A><SPAN> </SPAN>or<SPAN> </SPAN><A href="https://listeningpost.servicenow.com/jfe/form/SV_b2vlaDpqya6pKYu" target="_blank" rel="noopener noreferrer">sign up now</A>.</FONT></P> </DIV> Mon, 24 Jul 2023 18:57:15 GMT gisellakontaria 2023-07-24T18:57:15Z Understanding your users https://www.webdev.servicenow.com/community/articles/understanding-your-users/ta-p/1385 <P><FONT size="4">A list of resources that will help you research journey and opportunities to participant in ServiceNow research.</FONT></P> Mon, 24 Jul 2023 18:57:15 GMT https://www.webdev.servicenow.com/community/articles/understanding-your-users/ta-p/1385 gisellakontaria 2023-07-24T18:57:15Z