User Experience Design theory: User's reading experience

When I used to joke with colleagues, we met users in the interview test in the performance of basically three types, vent type, praise type and honest type. Vent users often accumulate a lot of dissatisfaction in the process of using the product, they will have the tendency to exaggerate the problem, in which the good is the general, the general is bad, the difference is equal to unbearable; the compliment user is the opposite, we can see that they are always good at discovering the advantages of our products, In the conversation, the special generous to praise, even when the problem is pointed out, but also more shy, or tend to have encountered a variety of problems to boil down to their own products are not familiar with, or even the direct is too stupid to use it, they basically will not say these problems are due to our design caused by , while the honest user is closer to their normal in the test, the opinions they speak are usually the real thoughts of the heart, and of course, in some places, there is a tendency for these users to move forward two types of conversions.

The purpose of this classification is not to explore the differences in the performance of different types of users, but to illustrate a common problem, that is, in the interview, the user may be for various reasons, the words to us is not necessarily true. So the question arises, how can we discern whether the user said against his will, this depends on us to be able to read the body language of the eyes, this is actually not so difficult.

Rey Bowest Ray Birdwhistell, an anthropologist, has pointed out that the total time spoken by an average person is about 10-11 minutes a day, and that it takes about 25 seconds to speak each sentence. At the same time, he concludes, there are about 250,000 facial expressions that we can make and recognize. Bowest also found that in a face-to-face communication, the amount of information conveyed by the language is less than 35% of the total amount, and more than 65% of the rest is done through nonverbal communication, body language.

Therefore, in the process of communication with the user, the observation of body language is a very important means to understand the user deeply. However, limited by the site scene equipment during the interview, we have a limited view of the user's body language, such as when people are lying with their pupils shrinking, but even if we look at the user's eyes very politely, we may not be able to see the changes in the pupil, so here we discuss some of the more obvious movements.

In the body language code, there are some of the most common gestures for people to lie: 1. Cover your mouth with your hands; 2. Touch the nose; 3. Rubbing eyes; 4. Scratching the ear; 5. Drag collar; 6. Scratching the neck; 7. Put your finger between your lips. In fact, most of these gestures express a blocking meaning, such as the act of hiding the mouth, which indicates that the liar is trying to stop the lie, and that the action is very obvious to the child. In adults, the posture of a muzzle may be reduced to a slight touch of the mouth or chin, and the posture of touching the nose is likely to be transformed from this action. Rubbing the eyes also shows a willingness to block, allowing the liar to avoid facing the person who is being cheated by himself. Similarly, scratching the ear may be an attempt to stop a lie. In addition, some physiological experiments have shown that lying can make the sensitive facial and cervical nerve tissue feel itchy, so people have to rub or scratch the action to eliminate this discomfort, although we do not see these subtle physiological changes, but it is likely that people are lying to make a grasp of the neck, scratching the nose and other movements of the physiological reasons.

Scratching my face about talking. I happen to have a recent experience, National Day Travel encounter a group of monk cheats, probably is kind to you read a little sutra, say some auspicious words, tell a few Buddhist good stories, and so on, and then ask you to work to judge your rich and poor, feel the wealth of the sent to let more senior Master cheat, Generally let you point a lamp to the family to pray for anything, and then merit from 99,199,299 ... The monks asked us, asking us to listen and bow and pray, but know that they are liars, I opened my eyes like a smile smile has been looking at him, that Monk apparently not to the front several people so sedate, while talking on one side can not help but start to touch his nose, I was in the heart endure laugh, When he had finished, he pulled a friend and ran out.

In fact, in the speech process to observe the other hand and face of the action is very effective strokes, in addition to the previous mentioned, including the avoidance of the eyes, hand hiding. But how to deal with it, we can not say to the user: "I found out that you just spoke with your hands out of your mouth, lying?" "This time can be used in psychological counseling in a technology, confrontation, simply say that the user's words and deeds are inconsistent points to show him, and then together to find the real reason behind."

I was very impressed by the two of users who were a long time ago, and they happen to be typical of vent-and-compliment models. The compliment is an elderly mother-in-law who has had great difficulty in completing the tasks we set in the test. But after testing the interview kept praising our products to do very well, very beautiful, after I pointed out the problem with confrontation, she began to boil down to the problem of her old bad things This is certainly not the real reason. Finally we and she combed through the whole process to find out what points did not fit the user's expectations in order to improve. Another vent-type user is a young lad, see out of the popular things are very good at the very smooth completion of our testing, the product evaluation is very low, insist that not use, through the confrontation after careful questioning, only to find that the reason for his low product evaluation is not enough to look good enough fashion, Instead of what he said before, the user explained to himself that when he was shopping, the appearance was the first consideration, and it was not good to use it. As you can see, what the user tells us at the beginning is not really the reason, of course, it is not their intention to deceive, but they do not take the initiative to think deeply, but subconsciously put their first feelings out, this requires us through the user's observation and communication with them, guide them to more detailed and accurate expression of their views.

Sometimes the user does not want to talk, and now observe their body language, most of them will find their arms folded in front of the chest, this is a very typical closed, rejected posture. You can imagine such a scene, if you want to ask the way with a stranger, a hug in front of a stand, the other is a natural droop of the arms on both sides of the body, you will ask who? If the user has already made such a gesture, the communication behind it may not be much meaningful, this time we should ask the user to move up, or let him write on the paper, or let him hold something, in the end to break his closed posture, because the change of behavior will also bring psychological changes, When communicating with people in a more open posture, people tend to be more open and active.

In fact, the study of human body language is a very complex subject, but it is also very easy to get started, because we are in every moment with all kinds of people, as long as the conscious to carefully observe, we can find more interesting useful things.