UE Practice NOTES: A Study of Agile ethnography

There are recent opportunities to conduct field research to try to use the ethnography (ethnography) method, but I am far from daring to say that this kind of research is ethnographic, and at best the following is the Ideo method card called the Agile Ethnography Study

how: Spend time with your users, in their familiar surroundings, to observe and participate in some of their day-to-day activities.

WHY: This approach allows you to get a sense of how your users ' habits, customs, the language they use, and how some activity or object means to them.

This several of the seller 's field research to my inspiration is not generally large, a few nights even excited to sleep.

1. A lot of problems, lots of research, design opportunities and challenges

I have previously introduced Don Norman's Theory of Design research: by ethnographic field research, digging up users ' work-around--they give up off-the-shelf solutions to the roundabout, unconventional methods of solving problems.

At the seller's store/home, we see how the user is tortured by a lot of painful human flesh operations, and it's a lot of work-around~~ that we can't imagine sitting in our office every day.

A shop where the number of shop assistants has reached 11 people has been dispatched to the site.
Single-pick-check-packaging-delivery This process, is the most annoying sellers, but also implies a wealth of design, improve opportunities. Really should be in the seller's shop to do promotional activities that day, arranging the company to help the delivery of goods, experience want to make money can not earn the pain.

In every seller's home--even if the level of automation is high--there is a lot of manual records to be seen. For example, return management, incredibly all use the most original notebook records, the Web page of the refund/cargo management function, for them in the form of a fictitious. Why does the user discard the "smart" interface instead of using a more error-prone and difficult to find note?

The sellers put the shelves on the wall. The sellers who can have this kind of consciousness are more mature, and more are based on experience . Perhaps shelf management does not belong to TB category, but only sellers grow faster, buyers can enjoy better service it?

Not only did we hear from our sellers about our competitors, but we also saw the intimate services of our competitors-even though sellers would prefer TB to send them.

I also saw customer service mm how the spirit of high tension to answer more than 10 Wang Wang window, from pre-sale, sale of all kinds of problems after sale. On the one hand, to answer politely, "Is there a product?" "This kind of problem, at the same time also need to grind the price, want to answer cross-examine" deliver not? "The buyer, the most difficult is the after-sale dispute." During the hours of her visit, she had little finger left on the keyboard.

If foreigners face these rich material, it is expected to be surprised and excited. Peers who study ubiquitous computing, interrupted work, mobile, and so on, may find that Chinese users are more interesting subjects than mature Western users: They have incredible aspects, For example, strong tolerance and acceptance of the ability, and therefore more characteristic. At least from my perspective as a user researcher, it's also motivated by the specificity of the sellers group: there's so much to improve on their experience. The challenges of design are great and therefore very interesting.

2. User experience, Experience user

Fortunately, there are more PD, designers and so on with us into the user. When they see the user's work scene with their own eyes, listen to the user with their own ears, and can inspire and reverse the concept, it is already a great success of user experience design. Remember a colleague at a customer service department who has always believed that the consumer is the truth before going to the seller's house. But he has seen a lot of new ideas about the efforts of sellers to provide better services, and the difficulties and obstacles they face.

A big seller said, "I heard that PP staff have been to a seller's house for one months and shipped with them." But she added, "but that product is still pretty bad." Be embarrassed to do ... But this also tells us, not to the scene can solve the problem, how to select samples, how to organize the analysis of material, are very important.

3. Scene first, interactive second

Due to the limitations of process, assignment and so on, many times ued can only focus on the specific interaction process. But I find it more and more important for users to use scenarios (context), workflow considerations, than details. We seem to provide a lot of features, menu Mimizaza, charging items a lot, but they are not consistent and reasonably appear in the seller's workflow. We also often overestimate the importance of some features in the user's work process, that is, TA's focus on your product may be short-lived. As for this question, we will let you have a second statement.

4. A person's inspiration

Each contact with the seller, will give their own some life inspiration. Look at the smaller than I two mm management of 10 people team, the number of treasures will be 4000 of a few crown shops, a pair of experience of the legendary sister Flower vision and gas field, handsome boss in the propaganda of the intention of the returnees, the continuous innovation ... Perhaps the ability to do business is not learning, but their efforts, intentions and boldness, let me very much educated.

5. Uncertainty

The biggest problem with agile ethnographic research, or field research what so ever, is how to use the results for practice and how to drive improvements. I'm still studying this issue.

In any case, temporarily named "into the seller" research series (cannot be shared), I hope to continue. Sellers are more interesting subjects than the core experience has shifted from online to offline buyers.

Damn, another chase, too long did not speak.

Original source:http://piglili.blogbus.com/logs/56347267.html