Posts tagged “user experience”

Thanks Bolt | Peters, for a great URF10


All of us here at Portigal Consulting participated in Bolt | Peters’ mostly-annual User Research Friday conference (URF10) last week. URF is a conference designed to be

A full-day conference all about user research! This time it’s also two optional half-day workshops on advanced research techniques you can choose from on the preceding day. There has been an explosion of apps and services to conduct research over the past year, and so this year’s theme is “Vendor Circus.” We’ll bring user research experts together for advanced discussion, beverages, relaxed learning, and heavy socializing.

Steve and Julie also co-led an aforementioned half-day workshop on the preceding Thursday (you can read more about that here).

Friday’s line-up of presentations was interspersed with just the right amount of mingling and networking. Thoughts were provoked! Here, in no particular order, are some of them:

Steve sez
I’ve been part of “user research” type events for well over a decade, but on Friday I finally felt that our field has reached a point of maturity where events like these are effective venues to address some of the issues we’re facing. I saw a remarkable absence of posturing, very few “Gaze upon our perfect case study!” presentations, and none of the “Here’s why we can’t do research in my organization” whining. The best presentations of the day were those that explicitly raised (and often didn’t answer) questions that we should be thinking about. They brought out a certain collective humility that I found refreshing and compelling. Of course, organizers Nate and Cyd helped set the right tone through their deliberate planning to make that possible.

Julie goes on
The day featured great pacing and a spectrum of perspectives and styles of presentation. And cake-pops. I enjoyed the tension between the group’s characterizations of User Research as sometimes highly qualitative and sometimes very technology-driven/quantitative. Both camps were represented without bias. Nice! I guess we can all just get along. Several conversations I had touched on the challenge of selling the value of qualitative, consumer-based insights in a world increasingly influenced by complex tools that derive assertive analytics. Why do numbers seem to have more credibility than stories? Naturally, this seems counter-intuitive to me. Jared Spool gave some compelling ammo in his discussion of the importance of inference as a step in the analysis process of quantitative data. From a methodology standpoint, Dana Chisnell’s simple but provocative observation will stick with me: when research requires people to “pretend” to do something it exposes its flaws.

Wyatt burbles
The highlight for me was Dana Chisnell’s presentation, which reminded me to check myself before I wreck someone else’s user experience- specifically, pointing to something I would call “legacy metaphors” (although I’ve just learned they are actually called skeuomorphs), which are things like the “cc:” and “bcc:” fields on an email, the 12 key configuration on mobile phones, or the clicking sound when you take a picture on a digital camera. These conventions, appropriated from the analog world, may be a step forward in aiding adoption of the new and unfamiliar, but the question Dana threw out to the audience (and I’m paraphrasing here) is, “Are we really helping people, or are we propagating some archaic interaction convention because it’s easier than figuring out a better one?”

Recap of Steve and Julie’s URF10 synthesis workshop

Our friends at Bolt | Peters hosted their (mostly) annual User Research Friday event last week, bringing together practitioners from the client-side as well as consultants to share stories and discuss best practices. Some of our takeaways from the day are here.

The day before the conference, Steve and Julie co-led a sold-out workshop titled “We’ve Done All This Research- Now What?” for a group of 20 enthusiastic researchers and designers.


Julie and Steve in action

The purpose of the workshop was to practice the process of moving from the data and observations we gather in fieldwork toward opportunities and ultimately to ideas.

We framed this as a research project to inform a neighborhood redevelopment/gentrification effort. Before the workshop, participants first wandered their own neighborhoods…


Thanks to Nick Leggett from Zazz for this aerial shot from their Seattle offices


Noe Valley scene (a San Francisco neighborhood) captured by Julie

…and then when we got together, they the explored neighborhood surrounding Bolt | Peters for more data.


This machine shop just down the street from Bolt | Peters has been there for decades


6th street buzzes, about two blocks from the conference

Break-out groups took the synthesis tasks to heart and, in a very short period of time, collaboratively surfaced promising opportunities and strategies and solutions to address them.

We were humbled by the gentle empathy and creativity of the folks in the room. The morning served as an inspiring reminder of just how much progress a handful of smart, dedicated people can make on seemingly-intractable problems in a very short period of time.

More amazing photos, observations, output, and thoughtful commentary can be seen on the blog we created for the workshop.

The workshop slides are below.

See previously: Steve Portigal’s presentation from User Research Friday 2008

ChittahChattah Quickies

  • [from steve_portigal] UX Hong Kong 2011: Q&A with Daniel Szuc [Core77] – UX Hong Kong 2011 will be held at the Innocenter in Kowloon Tong (Hong Kong) on Friday 18 Feb 2011. The program has been deliberately designed to be intimate and give attendees plenty of opportunity to talk with other people and get one on one time with the invited speakers, including Steve Baty and Janna DeVyler on UX strategy; Steve Portigal on design research, Rachel Hinman on mobile design, and Gerry Gaffney on the UX Toolkit. On the day after the conference the fun continues as we all plan to go out and experience Hong Kong with the speakers including the harbour, a ferry ride, walking the streets, a dim sum and perhaps a visit to the Big Buddah on Lantau island (weather allowing) so we get out of the confines of the conference facility.
  • [from julienorvaisas] Trends "unlock" consumer needs [trendwatching.com] – {Reverse-engineering consumer needs via trends?] Here's our definition of what constitutes a (consumer) trend (we came up with this years ago and it still holds pretty well): "A novel manifestation of something that has unlocked or serviced an existing (and hardly ever changing) consumer need,desire, want, or value." At the core of this statement is the assumption that human beings, and thus consumers, don't change that much. Their deep needs remain the same, yet can be unlocked in new ways; these 'unlockers' can be anything from changes in societal norms and values, to a breakthrough in technology, to a rise in prosperity.

ChittahChattah Quickies

  • [from steve_portigal] The opposite of user experience design [Jorge Arango] – [I've experienced the bewildering confusion of bureaucracy in another country but have always assumed implicitly that for "those people" it was tenable. Jorge's tangible frustration and brilliant insight puts the lie to my ridiculous parochialism] One of the advantages of living in the developing world is that I am exposed to a wide variety of UX disasters. If you find it hard to define UX, try dealing with a Panamanian government office. You will quickly see what a lack of UX thinking looks like, and this will in turn aid your appreciation and understanding of good UX. A few weeks ago I had to go to the Panamanian immigration office to take care of some paperwork. When I got there, I found chaos…I’ve come to understand that the opposite of UX design is not shitty design, thoughtless design, or piecemeal design. It is anarchy. Only strong leadership with a clear user-centric vision can transform the organization’s culture and improve the experience of its constituents.
  • [from steve_portigal] Please vote for our SXSW 2011 Panel – Mommy, Where Do Good Products Come From? (with Gretchen Anderson) – [Thanks for your vote!] Business case studies are the ultimate in reductionism: A complex business activity rooted in a specific context of people, company culture, time, and place is boiled down to a few key ideas. People confuse the terms innovation and invention; looking for breakthrough ideas sends companies into a frenzied search for "new" things not great or disruptive things. In this session, we will explore some different pathways to creating great product ideas. As designers and researchers, we're experienced enough to know that design research isn't the only approach or even always the best approach (a point of view that Don Norman vehemently argued in recent writings). For instance, design research wouldn't be sufficient to create a disruptive innovation like Gowalla. We'll outline a framework that looks at different approaches to idea generation, including corporate competencies and culture, customer needs and cultural context, and technological innovation.
  • [from steve_portigal] Please vote for my SXSW 2011 Panel – Diving Deep: Best Practices For Interviewing Users – [Thanks for your vote!] The skill of getting the right information from users is surprisingly complex and nuanced. This session will focus on getting past the obvious shallow information into the deeper, more subtle, yet crucial, insights. If you are going to the effort to meet with users in order to improve your designs, it's essential that you know how to get the best information and not leave insights behind. Being great in "field work" involves understanding and accepting your interviewee's world view, and being open to what they need to tell you (in addition to what you already know you want to learn). We'll focus on the importance of rapport-building and listening and look at techniques for both. We will review different types of questions, and why you need to have a range of question types. We'll also suggest practice exercises for improving your own interviewing skills and how to engage others in your organization successfully in the interviewing experience.
  • [from steve_portigal] The Minds Behind the Mind-Set List [The Chronicle of Higher Education] – [Freshmen in 2010 have never known a world in which a website can't get a book deal. Yes, the Mind-Set List book is coming] Mr. McBride, a professor of English and the humanities, says the list started on a lark back in 1997—some old college hands unwinding on a Friday afternoon, musing on how much freshmen don't know about recent history and culture. But such blind spots are to be expected, they had agreed, given the relative youth of the incoming class. They had concluded that professors should be mindful of how very different their students' life experiences are from their own. With colleagues, they had brainstormed about the cultural touchstones for that year's entering freshman class, whose members would have been born in 1979. That was the year of the Iran hostage crisis, the Soviet invasion of Afghanistan, and Three Mile Island. The resulting list was passed around and eventually found its way into the hands of a Wall Street Journal reporter, who subsequently wrote about it.
  • [from steve_portigal] Beloit College Mindset List 2010 – [The annual list, in time for this year's freshmen, telling us older folks how our view of the world differs in key and/or bemusing ways]. For most of their lives, major U.S. airlines have been bankrupt. A coffee has always taken longer to make than a milkshake.

Anticipatory Design: Make it Better, Not Worse

Bruce Temkin offers some good observations about the elevators at the Marriott Marquis in New York. These elevators have no floor selection buttons inside; you make the choice when you call the elevator and are assigned a specific car (presumably to optimize service time). This is a change from the normal, thought-free experience we have with elevators and as Bruce observes, it doesn’t go smoothly.

But Bruce suggests a solution that really misses the boat. It’s an approach that we’ve all seen many times before, and so it’s natural for someone to simply channel from their environment. People don’t realize the elevator works differently, Bruce says, so let’s put up a sign.

This is a great example of what I call post-design: an unsuccessful attempt to solve a problem caused by a poor design implementation. Think about a corporate lunch room admonishing people to clean up, or any visit to a health-care facility where dozens of signs direct, warn, advise, remind about how to fill out forms, what to have in your hand, where to go, etc. Often, they make something feel more complicated (e.g., 4 steps to take an elevator?).

Some other examples of post-design (click the title to read more of the story):
cartwarning2
Don’t Steal Shopping Carts

touchscreen.jpg
This Screen Is A Touchscreen

p1000367.jpg
No Skateboarding

dsc_0351.jpg
No Flavors, Just Sizes

What is needed here is a forcing function – something that gets in the way of business-as-usual interactions, pulls people out of their habitual gestures and alerts them that something is different, ideally directing them on how to proceed.

Some examples of forcing functions (click the title for more):
switch.jpg
You Better Be Sure You Want To Turn The Light On In Here

flush.jpg
The Familiar Handle Is A Different Color For A Reason

blueman.jpg
We Want You To See Our Ad Before You Watch TV

While Bruce is right that an intervention is needed, we can look at the forcing function examples to get some clues as to what might work better than Yet Another Sign in a visually cluttered environment. The problem is an interesting one because the thoughtless act is pressing the button but the notable consequences happen a minute or so later, once you enter the cab and realize that there’s no button to press. That suggests some locations for an intervention

  • When the button is pressed/the elevator is called. How could this be different so people are aware that things aren’t business as usual here? How could the next step in the experience be flagged?
  • While waiting for the elevator. We don’t have a lot of data about what the waiting process looks like
  • When first entering the car. What visual cues would indicate how this elevator is going to work, when entering an empty or full car
  • The first moment of confusion. We can imagine after entering the elevator people will do the familiar gesture of peering around the corner to try and find the panel of buttons, first on one side, and then on the other. What visual or other cues can appear right at that moment to clarify and reassure?

While it’s not my goal to “fix” the elevator system (especially when we only have one self-reported user experience to work from, and we don’t have a robust understanding of what the problem even is), we can highlight some other ways to think about conscious and unconscious behaviors and how design can intervene to support, redirect, and optimize. If we understand what people are expecting, or anticipating, we can be right there with solutions right before they know they need them. These clean-up design challenges can be harder, trying to retro-fit against an imperfect original solution we didn’t control, but we’re always going to be faced with these situations, so let’s have a thoughtful set of approaches.

ChittahChattah Quickies

  • [from steve_portigal] No E-Books Allowed in This Establishment [NYTimes.com] – [In which the blogger goes to a cafe with a No Computers rule and tries to use his e-Reader, then gets into a debate about whether an e-Reader is really a computer or not. A bit of a tempest in a teapot; looking to connect to a larger social crisis which isn't occurring]
  • [from steve_portigal] Skill Building for Design Innovators (from CHIFOO) [All This ChittahChattah] – Steve will take a look at some fundamental skills that underlie the creation and launch of innovative goods and services. He will discuss the personal skills that he considers to be “the muscles of innovators” and the ways you can build these important muscles, including noticing, understanding cultural context, maintaining exposure to pop culture, synthesizing, drawing, wordsmithing, listening, and prototyping.
  • [from steve_portigal] Five Indispensable Skills for UX Mastery [UIE Tips] – [This makes a good companion piece to my recent CHIFOO presentation "Skill Building for Design Innovations"]
  • [from steve_portigal] An interview with Eric Ludlum of Core77 [All This ChittahChattah] – The Dutch Master project is a natural extension for Core and also myself. Having gone through the industrial design program at Pratt Institute, and then founding Core77, covering industrial design, with Stu Constantine and myself always being on the outside of the industry in terms of actually participating, but then covering it, watching it from the inside. The Dutch Master, and previous to the Dutch Master, the Blu Fom shoe have been our attempts at doing some product development and design.
  • [from steve_portigal] Announcing the Core77 Flagship Retail Store in Portland Oregon! [Core77] – [Eric Ludlum of Core77 takes some of the themes he shared with us in the recent Ambidextrous interview and pushes them further with the opening of a Core77 retail space. I was surprised to visit it recently and see that it wasn't a curated museum store, but instead a 'Hand-Eye Supply' outlet] If there is a poster-boy, a hero, of Hand-Eye Design, it is Bucky Fuller. Who practiced sustainability, who advocated design-thinking, who studied the needs of the human being, but who understood these as parts of the whole enterprise of doing. He is the guy who, as good designers do, kept all that in his head and in his heart and used it as he MADE THINGS -not for the sake of self-expression or commercialism but because they had to be done. And that work was not birthed effortlessly from within but dragged out of the world in handfuls, built-up slowly into something meaningful through sketches and prototypes, mock-ups and fabrication. That is the design philosophy of Core77's Hand-Eye Supply.

Page Not Found

I was fixing broken links on our blog today and had the opportunity to look at many different versions of the “Page Not Found” page in fairly rapid succession.

Here of course is the basic version; with its classic minimalism, one imagines how it would look in Helvetica.

Many sites provide some form of what the Montreal Gazette offers – “we didn’t find what you wanted, here’s a way to search our site.”

But one stood out…

Penguin Books, Australia, takes this little corner of their site – a place where mere arrival already means something has failed – and offers users an unexpected dose of humor, acknowledgment of the situation of being there, and a full set of choices about where they’d like to go next on the site. It was a little spark of delight, and it made me want to buy a book from them.

Sexy Ergonomics

I was shopping for laptops recently, and was shocked by how difficult it was to find a reasonably priced model with a comfortable keyboard and trackpad, and a front edge that was wrist-friendly. The experience made me wonder why so little attention seemed to be being paid to such a fundamental aspect of the product.

Why don’t ergonomics have more sex appeal? Shouldn’t a well-designed physical interfacing of human and built object be one of the most valued aspects of design? While in truth ergonomics are interwoven (or should be) with aesthetics and materials, our excitement seems to gravitate towards how things look and feel, or cleverness of concept, rather than how well they work with us.

A quick read through this recent interview with Jonathan Ive on Core77 reveals a worshipful discussion of iPhone 4 materials.

It is this sort of materials obsession and constant experimentation that led to a decision to use scratch-resistant aluminosilicate glass for the front and back of the phone, as well as developing their own variant of stainless steel to edge the device.

I had to travel all the way back to 2007 to find someone talking specifically about a sexy merger of design and ergonomics/usability.

Is it that when ergonomics work, they are invisible? That they generally succeed by creating an absence of negative experience, but don’t extend into the realm of pleasure creation, where they might generate more attention?

Dieter Rams’ “weniger, aber besser (less, but better)” design philosophy – and indeed Jonathan Ive’s as well – heads in a similar direction – the absence of superfluous elements, but yet we still find it sexy.

Perhaps part of the picture is the lack of sex appeal that discussions of ergonomics tend to have. Is this an issue of professional culture? What is more important than objects that – never mind giving us pleasure – at the very least don’t injure us? Maybe that’s it – it’s too serious an aspect of design to engender the fun spirit we find in aesthetics?

The movie Waterworld (one of a handful of movies-most-people-think-are-bad that I like), while over the top and mostly quite silly, nicely illustrates the balletic relationship of person and object that good ergonomics make possible, as Kevin Costner’s character Mariner single-handedly sails and otherwise operates his boat throughout the film. The boat’s steampunk aesthetic won’t be for everyone, but it’s perfectly designed to work with the needs of its user, and to me there’s something really sexy about that.

Skill Building for Design Innovators (from CHIFOO)

At CHIFOO in Portland this week, I presented Skill Building for Design Innovators.

How can you broaden your sphere of influence within the field of human-computer interaction? You can start by building your muscles! Steve will take a look at some fundamental skills that underlie the creation and launch of innovative goods and services. He will discuss the personal skills that he considers to be “the muscles of innovators” and the ways you can build these important muscles, including noticing, understanding cultural context, maintaining exposure to pop culture, synthesizing, drawing, wordsmithing, listening, and prototyping. Along the way, he will demonstrate how improving these powerful skills will equip you to lead positive change.

Here are the slides and audio:



Listen to audio:

To download the audio Right-Click and Save As… (Windows) or Ctrl-Click (Mac)

Steve speaking at User Experience Hong Kong

I’m thrilled to be invited to speak at the first User Experience Hong Kong, taking place next February. Organized by my good friends at Apogee, the event also features a number of super smart (and super nice!) folks: Steve Baty, Janna DeVylder, Rachel Hinman, and Gerry Gaffney.

I’ll be leading a workshop entitled “Well, we’ve done all this research, now what?”

One of the most persistent factors limiting the impact of user research in business is that projects often stop with a cataloging findings and implications rather than generating opportunities that directly enable the findings. As designers increasingly become involved in using contextual research to inform their design work, they may find themselves holding onto a trove of raw data but with little awareness of how to turn it into design. How can designers and researchers work with user research data to create new things for business to do?

Almost related: Pictures from my last Hong Kong trip (2006)

ChittahChattah Quickies

  • [from steve_portigal] Ring Pops Inspire Mariah Carey Fragrances [ NYTimes.com] – [Perhaps this is the future: multi-layered endorsement/licensing/line-extensions/cross-promotions] Mariah Carey’s Lollipop Bling, three fragrances that Elizabeth Arden based on candy flavors and that will appear in stores soon, is the product of a partnership with the Topps Company, which makes Ring Pops. “Topps sells tens of millions of units of candy,” said E. Scott Beattie, chief executive at Elizabeth Arden, which also has fragrance licensing deals with celebrities including Britney Spears, Danielle Steel and Elizabeth Taylor. “Combining their customer base with Mariah Carey’s fan base and our fragrance base is a great way to cross-promote all the brands.” While the scents “take a candy element as a thread to be woven in a fragrance,” they do so in a way that “elevates candy into a prestige environment,” she said. (Thanks, Gavin!)
  • [from Dan_Soltzberg] Bowman vs Google? Why Data and Design Need Each Other [OK/Cancel] – [Tom Chi's thoughtful post on how engineering and design need to work together] "Design is really a kind of multi-variate optimization of extreme complexity…I’ve often said that 'Art is about freedom while Design is about constraints.'”
  • [from Dan_Soltzberg] INTERVIEW: Sougwen [Design Noted from Michael Surtees] – [Nice reframing of drawing from a method of artifact production to a way of creating experiences] "I’m pushing a process with my work that counters the preciousness that some designers find fascinating. My performances are expressions of drawing as an activity, not about making a pristine or perfect image."

ChittahChattah Quickies

  • [from steve_portigal] Rent a White Guy [The Atlantic] – And so I became a fake businessman in China, an often lucrative gig for underworked expatriates here. One friend, an American who works in film, was paid to represent a Canadian company and give a speech espousing a low-carbon future. Another was flown to Shanghai to act as a seasonal-gifts buyer. Recruiting fake businessmen is one way to create the image—particularly, the image of connection—that Chinese companies crave. My Chinese-language tutor, at first aghast about how much we were getting paid, put it this way: “Having foreigners in nice suits gives the company face.” We were supposedly representing a California-based company that was building a facility in Dongying. Our responsibilities would include making daily trips to the construction site, attending a ribbon-cutting ceremony, and hobnobbing. During the ceremony, one of us would have to give a speech as the company’s director. That duty fell to my friend Ernie. His business cards had already been made. (via @Kottke)
  • [from julienorvaisas] Hey Facebook! Here’s your privacy redesign [Fortune.com] – [The community is now literally begging Facebook to fix this issue. Free design!] We asked several leading user experience designers how they'd overhaul the social network's obtuse privacy settings interface if given the chance. Here, in their own words, are their innovative solutions.
  • [from steve_portigal] For Forgetful, Cash Helps the Medicine Go Down [NYTimes.com] – [The challenge of marketing, design & other forms of corporate persuasion is revealed when you see that people need incentive/motivation to take medication] One-third to one-half of all patients do not take medication as prescribed, and up to one-quarter never fill prescriptions at all, experts say. Such lapses fuel more than $100 billion dollars in health costs annually because those patients often get sicker. Now, a controversial, and seemingly counterintuitive, effort to tackle the problem is gaining ground: paying people money to take medicine or to comply with prescribed treatment. The idea, which is being embraced by doctors, pharmacy companies, insurers and researchers, is that paying modest financial incentives up front can save much larger costs of hospitalization…Although “economically irrational,” Dr. Corrigan said, small sums might work better than bigger ones because otherwise patients might think, “ ‘I’m only doing this for the money,’ and it would undermine treatment.”
  • [from steve_portigal] Creativity thrives in Pixar’s animated workplace [SF Chronicle] – At another company, the employee in Payne's position might be a feared corporate rules-enforcer – the guy who tells you not to put tack holes in the plaster or forbids you from painting over the white walls next to your cubicle. But the architect and 14-year Pixar veteran embraces the madness. Among the more creative additions on the campus: One animator built a bookcase with a secret panel – which opens up into a speakeasy-style sitting area with a card table, bar and security monitor. Other employees work in modified Tuff Sheds, tricked out to look like little houses with front porches and chandeliers. "Sometimes I just have to let go," Payne says with an amused sigh, as he walks into a newer building with a high ceiling – where someone has interrupted the clean sightlines with a wooden loft. A couch and a mini-refrigerator are balanced 10 feet above the floor. [Did a mini-ethnography of Pixar a few years ago and the cultural factors around creativity and community were outstanding]

From Pain Points to Opportunity Areas

The subtle difference between a knob and a lever.

An unexpected interaction with a familiar object.

At a restaurant in San Mateo, the knob from a stove replaces the toilet flush lever. Each of us who use the toilet that evening come back to the table struck by what an unexpectedly pleasant experience it is to turn the knob.

As a researcher or designer, you are not going get to this surprisingly delightful interaction if you constrain your thinking around the idea of pain points – i.e. what is not working for people. Of course no one is going to buy your company’s toilet if it leaks or doesn’t flush – products need to perform their primary functions reasonably well – and as part of an exploration of user experience it’s necessary to find out whether this is indeed the case. But if you are laser-focused on the question “What’s not working for you?” you’ll miss all sorts of opportunities.

In our research engagements we like to include discussion with people about the things in their lives that are working really well for them – inside and outside the focus areas of the project. By figuring out what’s at the heart of these interactions, we might learn, for example, something about the way a service works that we can apply to the development of a product. Or a person might say “I just love the way the big chunky knobs on my Viking stove feel.” And it might be the transposition of this small finding in an ideation session that helps our client go on and create innovative toilets.

We encourage our clients to move from focusing on pain points to thinking about Opportunity Areas. We use what we learn out in the field to point them in promising directions, with a focus on asking “How can we __________ ?”

ChittahChattah Quickies

  • So, You Want to Do User Research: Characteristics of Great Researchers [UXmatters] – One of the best things about user research is that anyone can do it. On the other hand, it takes real commitment and a lot of personal development to do user research well. People commonly assume that research is research—and doing any kind of research is better than doing none at all. Unfortunately, this isn’t always the case. Not all user research is created equal. Flawed research can be a significant liability to the success of a product, as well as the company developing it, so it really is important to get it right.

    To be effective, there are certain personal characteristics a user researcher should have. Whether you are a dedicated user researcher, a student who is considering a career path in user research, a UX designer or software engineer who sometimes gets called upon to do user research, or a stakeholder looking for research support, this column will help you to understand the personal characteristics that really make a difference to a user researcher’s success.

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