A product I worked on a few years ago has launched! I worked with IDEO on what became the Avaya one-X Deskphone. I helped out a team of designers in doing some upfront research on how knowledge workers were using their various communication platforms (email, phone, cell phone, IM, and beyond). (Of course IDEO has tons of people that do this stuff, but they were all busy doing other projects at the time). They designed what seems like a pretty nice form (a significant upgrade from their previous phones) and a smart interface, at least from the demo on Avaya’s site.

It’s always cool when some work hits the market!

From Innovation Weblog (via The Business Innovation Insider)

Simply put, ethnography – as it applies to innovation – is the process of doing observational research, going into the field to watch how customers utilize your products. Often used in consumer new product research, ethnography is an excellent way to uncover new opportunities for product improvement.

For example, speaker Pam Rogers, who is corporate director of global customer excellence and innovation, explained how the inspiration for a pedestal/storage unit for its Duet front-loading washers and dryers came from observing a woman who had placed her Whirlpool dryer upon cinderblocks, to make it easier to load and unload it without having to bend over.

Okay, yes, I guess, but really, no. It’s not simply about observation. That seems to be the easy part to explain and so that’s the part that gets spoken about. I’ve written a bit about ethnography here

So often, companies go to the trouble of studying customers, only to address the opportunities revealed by usage. For example, an award-winning snow shovel was redesigned when the design team went out to watch how their product was being used, found that women instead of men were shoveling, and so they made the handle smaller.

But there’s much more that can be revealed. What is the shoveling occasion (or, if you will, ritual) really about? What meanings does it hold? Does it hearken back to childhood? Or does it represent female independence? Or the nurturing of motherhood? Or the abandonment by men? Probably it’s none of those, but the point is that within the ordinary activity of shoveling we can find deep meanings that can provide enormous opportunities for innovation as we question the basic assumptions about what the product could possibly be.

I’ve found the word ethnography to be a troubling one, frankly. It’s a mouthful, it reeks of academic snootery and hand-waving inconclusiveness. It’s gets confused with anthropology and various parties have tried to claim the pure methodology only for those with the right doctorate. And I’ve been an advocate for stepping aside from the word and pointing to the key elements (getting out of your own context, observing and interviewing, and synthesizing something new). But that is troubling for some.

Grant McCracken has written a strongly-worded piece about the coming-of-age of ethnography in business in 2006, and there’s a spirited discussion in the comments below his piece, including several entries from me, including one where I advocate ignoring the word and just getting to the root of it (as I said above). Grant doesn’t take too well to that.

It’s a very troubling issue that is perhaps eating away at the development of an excellent practice and community of practice around that excellence. But I do think the terminology wars and the discipline battles are painful, frustrating, and perhaps fruitless. I look at the “interface” community which has split into many different professional networks based on what term they agree with (IxD, UxD, UX, UD, IX, ID, etc.) or what end of the egg they prefer to break open.

Yesterday I was in a conference call with a prospective client. We were proposing some work and hadn’t used the word ethnography at all. An internal person from another part of the organization was very interested in displaying her own mastery of the research process, and made numerous references to some ongoing work as “my ethnography.” Only she couldn’t even comfortably pronounce ethnography. And she wasn’t doing it; she was sending it out to the “only” provider that did this, apparently (?). And what were they doing? Inviting cool kids to an art gallery in Miami. [Okay, I don’t get this at all].

At a conference the other week I participated in a side conversation that included this snippet “Oh that’s not ethnography, that’s just depth-interviewing.”

I may be coming around to Grant’s way of looking at this. We have a problem. I’ve got my explanation, sure, but so does everyone else, whether they have more experience than I do, or worse pronunciation than I do. We’ve got experts like the Innovation Weblog getting it badly wrong, Pam Rogers perhaps missing some of the point, my recent encounters (presumed experts in their own peer group?) with their own versions of what we’re doing, and on and on.

Unfortunately, I have no solutions. And I don’t see a culture that is ready to reach a solution, establish a common language, speak in one voice (not millions), establish standards, or even work together on this.

An article in the Daily Mail reports that Nestle is removing the artificial food coloring from Smarties.

Although Nestle says it is responding to calls from consumers for more natural ingredients, it has faced heavy lobbying from campaigners worried about the effects of the chemicals on children’s health.

The colours being axed include Brilliant Blue (E133); Quinoline Yellow (E104); Sunset Yellow (E110); Ponceau 4R (E124); and Carmoisine (E122).

A recent study by experts at Liverpool University identified a possible harmful cocktail effect on the nervous system of artificial colours and chemicals.

Two of the colours examined were Brilliant Blue and Quinoline Yellow, which like many others was originally derived from coal tar.

This seems like a good occasion, therefore, to re-release some of my earliest consumer research, conducted in partnership with Mark Jaycock. In “Are You A Smartie?” we asked a range of demographics (age, gender, smoking status) to identify the color Smarties candy based on taste alone. We theorized that the food coloring itself may have had a taste that people were learning and indeed identifying with the supposed flavor of the color itself. I wonder how the results would be different now, with the artificial coloring removed? Will the natural colorings taste as strongly?

The report is available as a PDF download here. It was tempting, when revisiting this work (which is about 25 years old) to correct typos, upgrade the information design and readability, but as an artifact of some of my earliest consumer research, I felt it was better to leave it mostly intact.

During last week’s seminar

, I had that awkward moment between presenters, where the laptops are being swapped out and the lav mic belt packs are being detached and re-attached, and so I decided to fill. I told the attendees that I was happy to be speaking to them, and especially glad to be back in Toronto, because that’s where I grew up. I offered them some advice for fitting in (especially since they would be doing an observational research exercise later) by not calling the city TOE-RON-TOE as many Americans do. Instead, I told them, we call it Trawna, and I even spelled it out – T-R-A-W-N-A. This is an old semi-truthful joke about the name of the city.

Turned out this was the meme-of-the-day. People came up to me at the break and asked again how they should spell it. Every time someone else said Toronto they stopped and said Trawna. It was just a funny thing that spread more than I had expected.

The next morning we had a followup session to the observational research people had done (briefly – walking through some different neighborhoods in Toronto with some different lenses through which to observe. As people settled in, they were asked to share a key story with a partner. One woman at one table announced to those within earshot that she does not write stories; she hasn’t done it since high school and she doesn’t do it now. O-kay. The rest of the group went about their business and were actively talking. This same woman summons me:

“Excuse me?! Excuse me!”

I look at her.

“Where is this Trawna thing coming from? Because…uh, we’re FROM HERE and we don’t say that.”

I replied that I was from here as well, and sure we do. This didn’t satisfy her and she seemed very annoyed. I thought it was strange that she had never heard of this phenomenon. It’s widespread. http://www.trawna.ca/ is a website about Toronto. It’s everywhere. My friends told the joke three days later over brunch. And not only doesn’t she know it, but she’s pretty damn angry with me for starting everyone else saying it. I guess it’s a version of the native effect where we reject observations about our own culture, because we don’t see it that way. Meanwhile, the rest of the morning must have been torture because we got into a lot of detail about what people learned and synthesized about the city from their observations, and I’m sure some of it would have bugged the hell out of her, accurate or not.

In another example of that (without the venom, mind) I was looking at Nicolas Nova’s photos from his trip to California, and being intrigued by the things he noticed that I take for granted. They reminded me of my pictures from when I travel – stuff you see on the street and so on, but it was things that I don’t think to photograph because I see them all the time. The familiar through someone else’s eyes.

Zippy profile of Oxo in the LATimes.

“We do a lot of shopping, we do a lot of talking to consumers and chefs,” Sohn said. “We do consumer testing, we do a lot of surveys, we talk to people we know, people our sales reps know, all over the country.”

Oxonians also apparently do a lot of yelling. Sohn said product meetings among the staff can be brutal, in a culture where criticism is not just encouraged but venerated.
…
Surprisingly, what Oxo does not do is design. The staff is made up of product managers and engineers, all focusing on the idea end. They then work with nine industrial design firms, including two in Japan, to translate pie-cutter-in-the-sky notions into eminently usable gadgets.

“The ideas of what to make and what features to offer come from here,” Lee said, then designers at companies such as Smart Design in New York and Bally in Pittsburgh do the rest.

Dina has a bunch of great tips for people wanting to be better at user research/interviewing.

# reading between the lines — dont just go with what they ‘say’ – look for non-verbal cues that really tell you what they ‘feel’. Also, try and understand the rationale behind what they say – laddering down to end values is something that always helps. It doesn’t pay just to know that a Toyota Corolla = Amitabh Bachchan – we need to understand why the analogy is made
# agility – you’ve got to be so quick in your mind – pick up cues from what respondents say – and take them forward. Listen well and react quickly – you should never feel when you listen too your tapes – oh how I wish I had probed this a little more.

For my class in Design Research Methods at CCA, I’ve asked the students to start either blogging or adding pictures to flickr. They are ideally doing this regularly, at least weekly, but I think it’s taking some time to ramp up.

I’ve asked them to think like design researchers and use this as a way to practice noticing stuff, and telling stories. They can blog whatever they want, but at least one piece per week should be something interesting they noticed – something funny or odd or curious or unusual – in their daily lives. An experience, a design, a need, a person doing something odd. Just to learn to pay attention to that alerting part of our judging selves. Ideally, this will help build the muscles they’ll need for making sense out of the fieldwork they start doing.

Anyway, I’m going to link to ’em all here and maybe some of the folks who read this blog will check out what the class has done. Maybe offer some comments or encouragement. Once they got their feet wet, the hope is that having an audience will actually provide some inspiration, motivation, momentum.

http://blurr1e.blogspot.com/
http://cupanoodle.blogspot.com/
http://dcarchitect.blogspot.com/
http://shambacca.blogspot.com/
http://thegumbyproject.blogspot.com
http://thenbalmer.blogspot.com
http://www.flickr.com/photos/weberdesign/
http://www.flickr.com/photos/dearjy NEW
http://www.flickr.com/photos/12187480@N00/
http://www.flickr.com/photos/14812574@N00/
http://www.flickr.com/photos/37212535@N00/
http://www.flickr.com/photos/74386819@N00/
http://www.flickr.com/photos/91006549@N00/
http://www.flickr.com/photos/benbassat
http://www.flickr.com/photos/justjump/
http://www.flickr.com/photos/samdidnotknow/
http://www.myspace.com/homelesswombat
http://www.optionsf.com/blog/

Oh, jeez. This is the dumbest buzzword yet!
House Calls
by Larry Dobrow, January 2005 issue of Media (reg req’d)

JUST AS PRODUCT DEVELOPMENT GURUS learn about the capabilities of new products by watching consumers interact with them, media strategists are gaining a better understanding of media consumption behaviors by observing consumers at home. Deploying so-called “adthropology” strategies, they conduct in-home observation and interview sessions. A typical adthropological endeavor begins when an individual shows up at a consumer’s door, camera in tow. The observer tours the home, noting details like the location of TVs and piles of magazines that may have been saved for reference purposes. “When we were doing this for Kraft, we saw so many TVs in the kitchen. That’s an incredibly significant detail for a food company,” notes Jane Lacher, senior vice president of consumer context planning at MediaVest.

Information gleaned during home visits tends to bolster, and occasionally trump, intelligence gathered via focus group interviews, Lacher adds. “People tell you about their habits, but they tend to script a little bit. When you go into the home, you see if the newspaper has been read, or if there are coupons on the refrigerator, or how many TVs are on,” she explains. “People generally won’t tell you ‘my life is in disarray.’ So [with a visit] you get a better sense of where media fits into the picture.”

Cosmetics companies are striving to understand how their products are used differently in their various emerging markets. Presumably, they are elsewhere looking at differences in meaning

, in addition to simply understanding usage.

Crucial to that effort is the search for differences that could help build a brand in critical emerging markets like India and China. L’Oreal has an expanding network of 13 evaluation centers around the world created to observe grooming and ponder a variety of burning questions: Do national differences exist in primping styles? Would women in Japan and Europe, for instance, stroke on mascara with the same lavish hand? (The answer is that in Japan, women apply mascara with an average of 100 brush strokes compared with Europeans, who are satisfied with 50, a difference noted by ethnologists for L’Oreal.)

It was observations like these that ultimately affected how the company made and marketed its mascaras or developed the foaming quality of its shampoos. “We are far from understanding everybody everywhere. It takes time,” said Fabrice Aghassian, director of international product evaluation for L’Oreal, which is seeking to map the world’s beauty routines in a landscape the company calls geocosmetics. “When we know the behaviors of people, we know what unexpressed expectations we do have to consider.”

Nice article about people that lie in order to qualify for market research studies

Researchers call these truth-stretchers focus groupies, a sneaky cadre that adopt multiple identities in order to secure paid seats on the dozens of focus groups that meet every week in the Bay Area.

Firms pay $50 to $100 cash for an hour or two of work that usually involves a moderated discussion about a new product or service with up to a dozen people gathered in a room equipped with a two-way mirror.

The allure of easy money leads hundreds of people every year to treat focus groups as a source of nearly work-free income. Get-rich-quick schemers even advertise focus groups as a source of cash.

And if it means telling a few lies along the way about your favorite brand of frozen pizza or the number of times you have already participated in a focus group, well, it’s no crime to fib to a marketing company.

Researchers go to great lengths to weed out groupies, including the use of exhaustive database cross-checks to ferret out the ‘cheaters’ and ‘repeaters,’ along with detailed screening interviews. Competing firms even share groupies’ names in the reverse form of a ‘do not call’ list.

‘It’s bad for the whole industry so we cooperate with each other,’ said Nichols Research Group Vice President Jane Rosen, whose Bay Area firm purges several hundred groupies a year from its database.

How far will people go?

They sign up with aliases, usually derivatives of their real names with different initials and middle names, Rosen said.

They may use a post office box address under one application and then a home address for the second response.

‘We had a woman sign up for two focus groups on the same day and after she finished the first session, she went out to her car and changed into a new set of clothes and put on a wig,’ Rosen said. ‘Fortunately, one of our people thought something looked wrong about her.’

Q&A Research in Walnut Creek recently foiled a woman who claimed to own a particular brand of luxury car, but the name on the automobile registration she provided did not match her own.

‘We had another man who used his first name for one group, then his middle name for a second group the next day and then a third one the following week,’ said Eric Tavizon, Q&A’s focus group project manager. ‘One of the clients caught him because he mistakenly signed up for events by the same sponsor and they recognized him.’

Of course I’ve encountered this on a much smaller scale; so much of what I do is predicated on a basic foundation of trust (and trust goes in two directions, of course) and it’s lurid and disturbing to consider how that trust can be violated (when do we read the piece about the rapist who posed as an ethnographer to gain access? yikes).

I’ve started a discussion thread on Discovery about this; we’ll see if anything develops.