- Print ISBN 9780123848697
- Electronic ISBN 9780123848703
Observing the User Experience: A Practitioner’s Guide to User Research aims to bridge the gap between what digital companies think they know about their users and the actual user experience. Individuals engaged in digital product and service development often fail to conduct user research. The book presents concepts and techniques to provide an understanding of how people experience products and services. The techniques are drawn from the worlds of human-computer interaction, marketing, and social sciences.
The book is organized into three parts. Part I discusses the benefits of end-user research and the ways it fits into the development of useful, desirable, and successful products. Part II presents techniques for understanding people’s needs, desires, and abilities. Part III explains the communication and application of research results. It suggests ways to sell companies and explains how user-centered design can make companies more efficient and profitable. This book is meant for people involved with their products’ user experience, including program managers, designers, marketing managers, information architects, programmers, consultants, and investors.
PART I: Why Research Is Good and How It Fits into Product Development
Chapter 1. Introduction
Learning from LEGO
Chapter 2. Do a Usability Test Now!
A Nano-usability Test
A Micro-usability Test
What Did You Learn?
What to Do Next
Chapter 3. Balancing Needs through Iterative Development
Success for End Users Is…
Success for the Company Is…
Success for Advertisers Is…
A System of Balance: Iterative Development
Where User Research Fits In
Example: A Scheduling Service
PART II: User Experience Research Techniques
Chapter 4. Research Planning
Setting Goals for Research
Integrating Research and Action
The Format of the Plan
Example: Research Plan for Company X
Chapter 5. Competitive Research
When Competitive Research Is Effective
Competitive Research Methods
Analyzing Competitive Research
Example: A Quick Evaluation of Match.com
Acting on Competitive Research
Chapter 6. Universal Tools: Recruiting and Interviewing
Chapter 7. Focus Groups
When Focus Groups Are Appropriate
How to Conduct Focus Groups
Chapter 8. More Than Words: Object-Based Techniques
When to Use Them
Writing the Script
Generative Techniques: Making Things
Associative Techniques: Card Sorting
Chapter 9. Field Visits: Learning from Observation
What Are Field Visits?
How Are Field Visits Used?
The Field Visit Process
Why Can’t You Just Ask People?
Chapter 10. Diary Studies
When to Do a Diary Study
How to Do a Diary Study
"In this second edition, the authors update an important contribution to the emerging discipline of user experience (UX) research…This book is one of many noteworthy titles from Morgan Kaufmann in this subject area. It is chock full of practical examples and advice for both novice and experienced practitioners." --ComputingReviews.com, January 2013
"Anyone even remotely interested in involving participants and observing their reaction and interaction with the product in order to enhance the overall user acceptance should deeply benefit from this book. I very much liked the practical examples, tables, and diagrams which have given this book a more vibrant feel and allowed the reader to feel like he can use this textbook directly in the practice of establishing some user experience tests. I think the textbook is profoundly informational and was a joy to read." --Software Engineering News, March 2012
"You'll like Mike Kuniavsky's broad selection of practical user research methods--presented clearly and usably. And you'll like his timing too: while recent books focus on the whys of user experience, many are now ready for the hows. Observing the User Experience does just that: It demonstrates how to discover what is in users' heads, and suggests how we might balance those considerations with business objectives." --Lou Rosenfeld, co-author of Information Architecture for the World Wide Web
"Wow! So many of the user experience research methods we have refined and used over the years are now organized and described in detail in one book. It is an essential reference for any practitioner." --Christian Rohrer, Manager, User Experience Research, Yahoo!
"Observing the User Experience provides the reader with a wealth of information. We now have a guideline that can be used to gain insight into those mysterious figures...our users. Knowing who our users are, what they need, an