Studio – Empathy & Assignment #1
Introduction to Human Computer Interaction & Design
Hao-Hua Chu
National Taiwan University
March 8, 2016
*** Adapt teaching materials from the Stanford HCI course (with permission & many thanks to Prof.
James Landay of Stanford) as well as Stanford D.School
9/22/2015
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Studio: Empathy Exercises
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Open-ended questions (15 min)
Basic interviewing skills (45 min)
Observation vs Interpretation (20 min)
Video observation & Space saturation (30 min)
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Open-ended questions
Open-ended questions are questions that lead to a
further discussion.
They are questions that do not have a simple
answer like yes or no or a number.
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Open-ended questions
Open-ended questions are questions that lead to a
further discussion.
They are questions that do not have a simple
answer like yes or no or a number.
Example:
- Did you like that activity?
- What are your favorite things about this activity?
- Did you have fun with that activity?
- What would you change about that activity?
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Open-ended questions
Open-ended questions are questions that lead to a
further discussion.
They are questions that do not have a simple
answer like yes or no or a number.
Example:
- Did you like that activity?
- What are your favorite things about this activity?
- Did you have fun with that activity?
- What would you change about that activity?
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Ask your partner following questions
For 4 minutes (A -> B)
- What did you eat for breakfast this morning?
- Describe your ideal weekend?
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Ask your partner following questions
For 4 minutes (A -> B)
- What did you eat for breakfast this morning?
- Describe your ideal weekend?
For 4 minutes (B -> A)
- How do you get to school?
- What is your favorite thing to do after school?
Which questions are open-ended and which are not?
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Studio: Empathy Exercises
•
•
•
•
•
Open-ended questions
Basic interviewing skills
Observation vs Interpretation
Video observation
Space saturation
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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What is interview?
Think of it as engaging with someone, rather than
interviewing or surveying someone.
This mindset allows us to seek the deeper insights
and ask the harder questions.
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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What is interview?
Think of it as engaging with someone, rather than
interviewing or surveying someone.
This mindset allows us to seek the deeper insights
and ask the harder questions.
Why interview?
By understanding the choices that person makes
and the behaviors that person engages in, we can
identify needs and design for these needs.
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Anatomy of an interview
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How to prepare for an interview?
Brainstorm questions
Get all of the potential questions your team can generate.
Identify and order themes
Once you’ve identified the themes of your question-pool, determine the
order that would allow the conversation to flow most naturally
Refine questions
Filter out redundant and strange questions.
Make sure that you leave room in your planning to ask plenty of “why?”,
“how the user FEELS” and “tell me about the last time you _____?”
questions
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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How to interview?
Advice for engaging
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Never say “usually” when asking a question
Ask why
Encourage stories
Look for inconsistencies
Listen to nonverbal cues
Don’t be afraid of silence
Don’t suggest answers to your questions
Don’t ask binary questions
Only ten words to a question
Only ask one question at a time, one person at a time
Make sure you’re prepared to capture
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Pair Exercise
Learn about what make a bad phone app experience
Break into pairs
Interview preparation: 8 min
Developing interview questions
Interview your partner:
10 min (10 min for each person)
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Group learning
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Share major insights from your interview
What was the most challenging part?
If you had to do it again what would you do differently?
What did you learn that surprised you the most?
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Studio: Empathy Exercises
•
•
•
•
•
Open-ended questions
Basic interviewing skills
Observation vs Interpretation
Video observation
Space saturation
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Exercise: Observation vs Interpretation
Example:
My wife always travels with many
small bags + many small luggage,
rather than one small bag + large
luggage.
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Exercise: Observation vs Interpretation
what do you observe in this picture?
why we care about differentiating
between an observation and an
interpretation?
• Reveal personal lens (biases) through which we
see the world
• Substitute personal lens with another’s
world lens, if we are going to design for them (not us)
• Avoid jumping to one idea rather than identifying
a need and explore ideas to meet that need
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Exercise: Observation vs Interpretation
What do you observe in this picture?
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dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Exercise: Observation vs Interpretation
Interpret why she is doing this?
What motivates her to do this?
Can we be sure that she is doing
laundry?
A woman is hanging her
cloths outside using a
long stick
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Exercise: Observation vs Interpretation
A woman is hanging her
cloths outside using a
long stick
She has no space to dry her
cloths inside
She likes the scent of drying
her cloths under the sun
She likes showing off her
cloths to her neighbor
Dry her cloths in a spaceefficient way
Dry her cloths with good scent
Show her status to others
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Studio: Empathy Exercises
•
•
•
•
•
Open-ended questions
Basic interviewing skills
Observation vs Interpretation
Video observation
Space saturation
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Video observation & Space Saturation
Group Exercise
• Watch two Car Mechanic videos:
– Erica (truck owner): https://www.youtube.com/watch?v=bLHgYiS3MsM
– John (car mechanic): https://www.youtube.com/watch?v=uPX5vpGBSeo
• Practice observation skill
– Write down everything you hear important to the person(s) being
interviewed.
– Put these findings with keywords on Sticky Notes.
• Practice visual analysis skill called space saturation
– Unpack & layout these findings on a flat space
– Find patterns, themes, and contradictions
– Search for needs
September 24, 2015
dt+UX: Design Thinking for User Experience Design, Prototyping & Evaluation
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Space Saturation: What is it?
You space saturate to help you unpack thoughts and experiences into tangible and visual
pieces of information that you surround yourself with to inform and inspire the design
team. You group these findings to explore what themes and patterns emerge, and strive
to move toward identifying meaningful needs of people and insights that will inform your
design solutions.
What it looks like:
Take turns sharing what you gathered in your interviews. Post quotes, pictures and artifacts on the board as you go.
As a listener use post-its to capture themes, capture what stands out to you, and ask clarifying questions.
As a group, fill in the empathy map as you’re wrapping up space saturation: