I recently came across a tweet by a friend who then got caught up in an argument with his colleagues on whether tomato ketchup should be kept in the fridge. To solve the argument, he set up a quick online poll.
My instant thought when he sent the poll through was, who keeps ketchup in a fridge? Without hesitation, I voted no. The following morning, I woke up and headed to the kitchen for my breakfast, you can guess where I found the ketchup - yes, in the refrigerator.
Since this, I have noticed that I don’t like the idea of the ketchup bottle not being cold, which (I think) influenced my vote. However, I do like chilled ketchup on my sandwich (which I noticed the next morning).
You might be wondering why this is relevant? Well, what I’ve just talked about links well with what I do day-to-day! As a user researcher, instead of asking clients to tell me what they like and don’t like about their services, I allow them to interact with it and run through their thoughts out loud whilst I observe them to see if I notice any contradictions in what they say and do. The good part of user research is that it often flags up such basic problems which seem quite obvious once the user knows about them. The not so glamorous part is trying to convince its worth to a potential client.
One example of a time when user research generated some interesting results for us was when I worked on a project concerning an online campus map. For this project, I went around the University campus interacting with students in the hope of finding their true feelings about the product. Without the physical product in hand some participants had good things to say about it, but the moment they started interacting with it, the real frustrations started to be shared. Their actions started to contradict their expectations and that’s what I needed.
Coming from India means that I have found that having English as my second language plays quite well in my favour, as I don’t assume what people are trying to say. This makes me want to ask them what they really mean. To give you an understanding of where your product currently stands in terms of usability, I would advise you to run through the product with people who are potential users of the service.