Programme

For full descriptions of any workshop or talk click the title to expand

Workshops (Thursday 27th June)

+ Introduction to measuring user experience, Bill Albert

The goal of the workshop is to develop a broad awareness and understanding of all the different ways to measure the usability and user experience of various products. The workshop will review the strengths and limitations of different UX metrics, and under what circumstances different metrics should be considered. During the workshop we will use basic statistical techniques to analyze a wide variety of UX data so we can distill key patterns or trends in the data.

A wide variety of UX metrics will be reviewed, including performance-based metrics, self-reported metrics, behavioral metrics, and comparative metrics. We will also show techniques for combing metrics into an overall UX scorecard. Throughout the workshop there will be examples of how to present and report UX metrics in a clear and persuasive way.

The workshop will wrap up with a discussion of different tools and techniques to collect quantitative data that is budget and time friendly, as well as create a culture of measurement within your design organization. There will be various exercises throughout the workshop to give you hands-on experience with analyzing different types of UX metrics. Much of the material covered will be based on the book “Measuring the User Experience” co-written by the presenter. Key learnings:

· Gain exposure to all the different ways to measure the user experience, including when to use (and not use) specific UX metrics

· Learn a few basic statistical techniques for analyzing UX metrics

· Be aware of specific tools and techniques for measuring the user experience

· Take home specific ideas on how to bring UX metrics into your organization’s design process

+ A strategic research framework everyone can use, Meena & Zarla

You’re ready to embark on a research study. Your team has the chance to investigate people’s behaviors, and you find yourself receiving questions from all directions. The questions sometimes feel haphazard, opportunistic, and as though everyone has been waiting for a moment to get in front of users. You know it is important to promote research within the organization, and you know there are factors to consider when running research, but somehow there is a communication gap between stakeholder asks, and what research can do. Balancing constraints such as time, budget, access to people and more becomes hard to manage.

Sound familiar?

In this workshop, Meena Kothandaraman and Zarla Ludin from twig+fish research practice (Boston, USA) will share a framework that establishes the positioning, the power and practice of research transparency. This workshop will reveal a demonstrable approach for permeable success of research as a strategic practice within an organization. Sharing the research mindset and responsibility, and roadmapping questions to strategic organizational processes are just some of the benefits attendees can immediately apply.

+ Yes, and! Soft skills for ux researchers by Khalida and Patti

You may have great research skills, but in order to be effective in any organization, you need soft skills, too! Borrowing from classic improv techniques, we'll practice empathy, open-mindedness, active listening, collaboration, storytelling, and more! Incorporating a mix of improv games and UX Research techniques, we will demonstrate how to leverage soft skills to build upon your research superpowers. Participants will walk away with a practical understanding of how to gain greater visibility within their organizations and exert greater influence over product decisions. This workshop is geared toward early-mid career level UX Researchers and UX Designers, but even Senior-level practitioners will enjoy and benefit from practicing these techniques in a supportive setting.

+ Jobs to be done in the Police Digital Service by Clare

This hands-on workshop explores one way of conducting analysis using the ‘jobs-to-be-done’ approach. Researchers from the Home Office Police Digital Service show how the methodology was used by the team to uncover the needs of police officers and staff and give attendees the opportunity to try this out for themselves.

‘Jobs-to-be-done’ is a way of thinking centred on the idea that people have things that need to get done: things like getting from A to B, being productive at work or getting someone a birthday gift on time. Products and services can be ‘hired’ by individuals to perform jobs and in each circumstance, someone may consider many ‘candidates’ for the job before making their hiring decision. These jobs are not just functional, they have important emotional and social elements and are grounded in the time and place they happen.

Understanding these jobs-to-be-done can help spark innovation and shed light on why people turn to work-arounds when failed by the technology they are given at work. The challenge for user researchers is identifying these jobs and then describing and sharing them in a way other people can understand. The Home Office Police Digital Service user research team trialled using the jobs-to-be-done approach to start to understand the products and services needed by police officers and staff, and by the public they serve.

In this hands-on workshop you will

  • work through examples from police user research, finding the jobs-to-be-done in our users’ data
  • go from what someone has said in an interview to defining the functional, social and emotional aspects of a job
  • learn how to structure interviews to ensure that you’re covering all the things need to discover jobs to be done
  • understand what we’ve learned (from the things that have gone wrong!) from doing this ourselves.

This workshop is aimed at:

  • researchers with 1-2 years’ experience
  • people who are new to ‘jobs to be done’ or who have used it before and are interested in seeing how it has been implemented in a different way

+ Elevating your users - recruiting people for research by Jess & Maria

User recruitment is often the most challenging part of the research process, and it is often an afterthought in the planning process. With frequency and complexity of research increasing as businesses become more mature with their UX practices, recruitment requires more attention.

This workshop will run through three key tasks linked to planning your user recruitment, which will be relevant regardless of the recruitment method. This will help ensure your research, as well as your design, is user centred. The tasks will be based on recruiting for research on emerging technology.

Key learnings will include: tools for planning recruitment, how to communicate with research participants, ways to keep control of your user recruitment.

+ Street Photography Skills for UX Research by Steph

Ever wonder how you can shoot those evocative photos clearly showing user contexts? Don’t worry, it’s not about investing thousands in fancy camera gear. There is a discipline within photography that would give you some grounding principles on how to take a good shot with minimal equipment — such as your phone. After all, the best camera is the one you have on you.

Street photography is the art of capturing life at its most candid, making it a very useful skill for documenting research contexts. In this workshop, Steph will cover the foundations of street photography, such as composition, staging, using available light and bringing storytelling principles into a picture. We will then head outside the conference for a photo walk. (Bring an umbrella and a good coat, in case it rains!) By the end of this workshop, you will have learned how you might train your photographic eye, and how you might apply street photography techniques to enhance your research insights.

Talks (Friday 28th June)

Timings to be confirmed

+ 2019 Keynote: Tomer Sharon, Key Experience Indicators for Product Management

Key Experience Indicators score specific and actionable phenomena related to using a product or service. They help make product roadmap decisions, precede and even predict business outcomes, and give insights into qualitative findings and customer anecdotes. That said, experiences of product users are not being measured and teams find it challenging to agree on goals, metrics, and action to be taken. In this keynote, Tomer will offer definitions around experience measurement, touch on traps many practitioners tend to fall into, and give examples for useful experience indicators. You will learn about a framework for deciding what to measure and take away steps toward establishing an experience measurement system that goes hand in hand with a modern product management practice.

+ Creativity in research: designing your own methods when the usual ones won’t cut it, Dalia

What happens when you’re faced with a research question that none of your usual methods can address well enough? How might you tailor your approach to such a question, without losing out on the validity that traditional methods guarantee? This talk will present frameworks for creative thinking and method selection, and use them to explore how you can strike the delicate balance between observing rigour and breaking new grounds when it comes to user

+ What is Research Ops, Emma

In March 2018, the ResearchOps Community was formed with the intention of validating and shaping the practice of ResearchOps. Core to the Community was a global research initiative called #WhatisResearchOps.

In this talk, Emma will share what the community have learned from #WhatisResearchOps, and talk through the framework that came out of the work. Emma will speak on behalf of TeamReOps: all the organisers and thinkers from around the world who’ve donated countless hours to the effort and are making ResearchOps what it is today.

+ The path to customer centricity at the FT, Monica Todd

As the FT’s business model has evolved over the past decade, so too has our relationship with readers. This is the story of how the FT has created a company wide culture of thinking about user needs. From inspiration and strategy direction to product prioritisation and user centred design, hear the role customer research plays in our business and examples of what we’re doing to ground thinking in customer insights.

+ Considering Resarch: Function and Impact, Dave

Always design a thing by considering it in its next larger context – a chair in a room, a room in a house, a house in an environment, an environment in a city plan.” Eliel Saarinen discussed how we design physical objects and environments, creating a real fit with the larger context. The same is true for how we design our ways of working.

...and as researchers, that next larger context is “the organization.”

Our teams increasingly require well-developed insight about how people act—and why—as a foundation for effective work. The ultimate success of user research hinges on our ability to fit into and shape the organization, helping the teams around us deliver real and meaningful outcomes.

In “Considering Research,” we frame the nature of user research in the context of a modern service delivery organization. We detail how to work with our functional counterparts, and the major challenges we’re likely to face. Finally, we’ll discuss advancing the impact of our function, as either a strategic individual contributor or a research team manager.

+ Exploring the emotional user experience, Bill

It’s no longer good enough to design products with great usability. Products need to deliver a great emotional experience in order to meet rising user expectations, as well as achieve aggressive business goals. In my talk I will share a new way to think about the emotional user experience (EUX). I will explore six critical facets that play a significant and unique role in shaping the emotional user experience: Stress, confidence, trust, affect, frustration, and engagement. Next, I will review different ways to measure the emotional experience, including technologies such as facial expression analysis and skin conductance, as well as more established data collection techniques such as validated survey questions. There will also be a review of some of the specific challenges in measuring the emotional user experience along with tips to obtain a reliable measures in a cost effective way. I will wrap up the presentation with a discussion of how to build a design process focused on the emotional user experience.

+ The Selfish Giant, Nabeeha

Working with and as a user researcher often means different things to different people. Where there is a desire for unanimity and the belief that everyone on the team can and should do user research, harmony and success become elusive. As the drive for reform and digital transformation continues, the user researcher’s role inevitably must change. Collaboration is key, but norms must be reset, buffers initiated and demarcations made clear. I will tell a story about getting caught by surprise by changes in my own backyard, share my ‘sense-making’ journey and pose some ideas for discussion on the role of the user researcher.

+ Resarching Voice UX, Charlotte

Charlotte is a UX Design Researcher working on the BBC’s voice products. The BBC Kids Alexa Skill is one of the recent products she supported from a research perspective, trying to make voice experiences accessible for an audience that is still learning to speak. Prior to specialising in UX she was applying Human Factors in other industries such as Nuclear and Rail control room designs. Outside of work she can be found brunching, hiking or catching a flight to Tokyo where she grew up.

With reports claiming that 50% of searches expected to be done using voice in 2020, the BBC has been experimenting in the Voice space for a while. If pauses are the new pixels, what does this mean for the UX process? How do you test a conversation? Charlotte will be sharing what she has learnt from doing research on this platform, including what methods you can use and what challenges you might face.

+ Researcher Psychological Safety, Tristan

As researchers we sometimes work on projects which have an element of psychological risk - from distressing subject matters to unpredictable environments and abuse. This talk aims to cover the techniques and strategies you can use to plan for and mitigate against these kinds of psychological risks.

Tristan is a User Researcher in the Police Digital Service team at the Home Office. For the last six months he has been researching the user needs of investigating officers of Child Sexual Abuse & Exploitation cases in police forces around the country.

+ Collaboration Between In-House & Agency; What Have we learned? STBY & Spotify, Daphne & Emily

This presentation highlights the collaboration between an in house research team and an agency through a reflective dialogue between the two respective perspectives by STBY and Spotify. Having partnered together in multiple recent projects we Emily Chu (Spotify) and Daphne Stylianou (STBY) discuss how agile collaboration and a design research approach helped us shape our methodology for qualitative research including workshop facilitation, digital tools like an online diary, alongside physical tools like probes and materials to harvest rich data.