User Research Is Storytelling

I’ve been fascinated by shows since I was a child. I loved the heroes and the excitement—but most of all the stories. I aspired to be an artist. And I hoped that I would have the same opportunities as Indiana Jones did, leading to thrilling adventures. I also dreamed up suggestions for videos that my friends and I could render and sun in. But they never advanced. However, I did end up working in user experience ( UI). Today, I realize that there’s an element of drama to UX— I hadn’t actually considered it before, but consumer research is story. And to get the most out of customer studies, you must tell a compelling story that involves stakeholders, including the product team and decision-makers, and piques their interest in learning more.

Think of your preferred film. More than likely it follows a three-act construction that’s frequently seen in story: the layout, the fight, and the quality. The second act provides an overview of the current events and allows you to understand the characters, their difficulties, and difficulties. Act two sets the scene for the fight and introduces the activity. Here, difficulties grow or get worse. The decision is the third and final action. This is where the problems are resolved and the figures grow and change. I believe that this architecture is also a great way to think about customer study, and I think that it can be particularly helpful in explaining person exploration to others.

Use story as a framework when conducting research.

It’s unfortunate to say that many people now view studies as being unprofitable. If finances or timelines are strong, analysis tends to be one of the first points to go. Some goods managers rely on designers or, worse, their own judgment to make the “right” decisions for users based on their own knowledge or accepted best practices rather than investing in research. That might lead to some groups getting in the way, but it’s too easy to overlook the real problems facing users. To be user-centered, this is something we really avoid. Design is enhanced by consumer study. It keeps it on track by pointing out issues and options. Being aware of the issues with your goods and reacting to them can help you stay ahead of your competition.

Each action in the three-act structure is crucial to telling the complete story, and each action corresponds to a specific stage of the process. Let’s take a look at the various functions and how they relate to consumer study.

Act one: installation

The rig consists entirely in comprehending the history, and that’s where basic research comes in. Foundational research aids in understanding people and identifying their issues ( also known as relational, discovery, or preliminary research ). You’re learning about what exists now, the obstacles people have, and how the problems affect them—just like in the videos. You can conduct contextual inquiries or diary studies ( or both! ) to conduct foundational research. ), which can assist you in identifying both prospects and problems. It doesn’t need to get a great investment in time or money.

Erika Hall discusses the most effective anthropology, which can be as straightforward as spending 15 hours with a customer and asking them to” Walk me through your morning yesterday.” That’s it. Current that one ask. Opened up and spend fifteen minutes listening to them. Do everything in your power to protect both your objectives and yourself. Bam, you’re doing ethnography”. According to Hall, “[This ] will probably prove quite fascinating. In the unlikely event that you don’t learn anything new or important, move on with more assurance in your direction.

This makes total sense to me. And I adore how customer research is now so simple. You can only attract participants and do it! You don’t need to create a lot of documentation. This can offer a wealth of knowledge about your customers, and it’ll help you better understand them and what’s going on in their life. That’s exactly what work one is all about: understanding where people are coming from.

Jared Spool discusses the significance of basic research and how it does make up the majority of your study. If you can pick from any further user data that you can get your hands on, such as surveys or analytics, that can complement what you’ve heard in the fundamental studies or even time to areas that need more research. All of this information helps to give a more in-depth picture of the state of issues and all of its flaws. And that’s the start of a gripping tale. It’s the place in the story where you realize that the principal characters—or the people in this case—are facing issues that they need to conquer. This is where you begin to develop compassion for the characters and support their success, much like in films. And hey, it looks like everyone else is doing the same. Their love may be with their company, which could be losing wealth because people didn’t complete certain tasks. Or perhaps they have empathy for people ‘ challenges. In either case, action one serves as your main strategy for piqueing interest and investment from the participants.

When partners begin to understand the value of basic research, that is open doors to more opportunities that involve users in the decision-making approach. And that can influence product teams ‘ focus on improving. Everyone benefits from this, including the product, stakeholders, and users. It’s like winning an Oscar in movie terms—it often leads to your product being well received and successful. And this might serve as a motivator for stakeholders to carry this out with other goods. The secret to this process is storytelling, and knowing how to tell a compelling story is the only way to entice stakeholders to do more research.

This brings us to act two, where you iteratively evaluate a design or concept to see whether it addresses the issues.

Act two: conflict

Act two is all about approving the issues you raised in act one. This usually involves directional research, such as usability tests, where you assess a potential solution ( such as a design ) to see whether it addresses the issues that you found. Unmet needs or issues with a flow or process that are making users uncomfortable could be the causes. More problems will come up in the process, much like in the second act of a film. It’s here that you learn more about the characters as they grow and develop through this act.

Usability tests should typically consist of five participants, according to Jakob Nielsen, who found that that number of users can typically identify the majority of the issues:” As you add more and more users, you learn less and less because you will keep seeing the same things again and again… After the fifth user, you are wasting your time by observing the same findings repeatedly but not learning much new.”

There are also similarities to storytelling here: if you try to tell a story with too many characters, the plot may become lost. Having fewer participants means that each user’s struggles will be more memorable and easier to relay to other stakeholders when talking about the research. This can help convey the problems that need to be solved while also highlighting the worth of conducting the research in the first place.

Usability tests have been conducted in person for decades, but you can also do them remotely using software like Microsoft Teams, Zoom, or other teleconferencing software. This approach has become increasingly popular since the beginning of the pandemic, and it works well. You might interpret in-person usability tests as a form of theater watching as opposed to remote testing. Each has advantages and disadvantages. In-person usability research is a much richer experience. The sessions are conducted with other stakeholders in mind. Additionally, you’ll also hear their reactions in real-time, including surprises, disagreements, and discussions of what they’re seeing. Much like going to a play, where audiences get to take in the stage, the costumes, the lighting, and the actors ‘ interactions, in-person research lets you see users up close, including their body language, how they interact with the moderator, and how the scene is set up.

If conducting usability testing in the field is like watching a play that is staged and controlled, where any two sessions may be very different from one another. You can conduct usability testing in real life by creating a replica of the product’s user interface and conducting research there. Or you can go out to meet users at their location to do your research. With either option, you can see how things work in context, how things change, and how conversion can change completely in different ways depending on the circumstances. You have less control over how these sessions end as researchers, but this can occasionally help you understand users even better. Meeting users where they are can provide clues to the external forces that could be affecting how they use your product. Usability tests in person offer a level of detail that is frequently absent from remote testing.

That doesn’t mean that “movies” —remote sessions—aren’t a good option. Remote sessions can reach a wider audience. They make it possible for much more people to participate in the research and to observe what is happening. Additionally, they make access to a much wider user base geographically. But with any remote session there is the potential of time wasted if participants can’t log in or get their microphone working.

You can ask real users questions to understand their thoughts and understanding of the solution as a result of usability testing, whether it is conducted remotely or in person. This can help you identify issues as well as understand why they were initially issues. Furthermore, you can test hypotheses and gauge whether your thinking is correct. By the end of the sessions, you’ll have a much clearer understanding of how useful the designs are and whether or not they fulfill their intended purpose. The excitement is in the second act, but there are also potential surprises in the third. This is equally true of usability tests. Unexpected things that participants say frequently alter the way you look at things, and these unexpected revelations can lead to unexpected turns in the narrative.

Unfortunately, user research can occasionally be viewed as unreliable. And too often usability testing is the only research process that some stakeholders think that they ever need. There isn’t much to be gained by conducting usability testing in the first place if the designs you’re evaluating in the usability test aren’t grounded in thorough understanding of your users ( foundational research ). Because you’re narrowing the scope of what you’re receiving feedback on without understanding the needs of the users. As a result, there’s no way of knowing whether the designs might solve a problem that users have. In the context of a usability test, it’s only feedback on a particular design.

On the other hand, if you only do foundational research, you won’t know whether the object you’re building will actually solve the problem you might have intended to solve. This illustrates the importance of doing both foundational and directional research.

In act two, stakeholders will hopefully be able to observe the story develop during the user sessions, which reveal the conflict and tension in the current design’s highs and lows. And in turn, this can encourage stakeholders to take action on the issues raised.

Act three: resolution

The third act is about resolving the issues from the first two acts, while the first two acts are about understanding the background and the tensions that can compel stakeholders to take action. While having an audience for the first two acts is crucial, having them stay for the final act is also important. That means the whole product team, including developers, UX practitioners, business analysts, delivery managers, product managers, and any other stakeholders that have a say in the next steps. It allows the entire team to discuss what’s possible within the project’s constraints, ask questions, and discuss user feedback together. And it gives the UX design and research teams more time to clarify, suggest alternatives, or provide more context for their choices. So you can get everyone on the same page and get agreement on the way forward.

Voiceover narration of this act is typically used with audience input. The researcher serves as the narrator, who depicts the issues and what the product’s potential future might look like in light of what the team has learned. They give the stakeholders their recommendations and their guidance on creating this vision.

In the Harvard Business Review, Nancy Duarte describes a method for structuring presentations that follow a persuasive narrative. The most effective presenters” set up a conflict that needs to be resolved” using the same methods as great storytellers, Duarte writes. ” That tension helps them persuade the audience to adopt a new mindset or behave differently”.

This kind of structure is in line with research findings, particularly those from usability tests. It provides evidence for “what is “—the problems that you’ve identified. And “what might be “—your suggestions for how to respond to them. And so forth and forth.

You can reinforce your recommendations with examples of things that competitors are doing that could address these issues or with examples where competitors are gaining an edge. Or they can be visual, like quick sketches of how a new design could look that solves a problem. These can help create momentum and conversation. And this continues until the end of the session when you’ve wrapped everything up in the conclusion by summarizing the main issues and suggesting a way forward. This is the section where you make the most of the main themes or issues and what they mean for the finished product, or the story’s denial. The stakeholders will now have the opportunity to take the next steps, and hopefully the will-power to do so!

While we are nearly at the end of this story, let’s reflect on the idea that user research is storytelling. The three-act structure of user research contains all the components for a good story:

Act one: You encounter the protagonists ( the users ) and the antagonists ( the issues affecting users ). This is the beginning of the plot. Researchers might employ techniques like contextual inquiry, ethnography, diary studies, surveys, and analytics in act one. These techniques can produce personas, empathy maps, user journeys, and analytics dashboards.

Act two: Next, there’s character development. The protagonists face problems and difficulties, which they must overcome, and there is conflict and tension. Researchers might employ heuristics evaluation, usability testing, competitive benchmarking, and other methods in act two. The output of these can include usability findings reports, UX strategy documents, usability guidelines, and best practices.

Act three: The protagonists win, and you can see what a better future might look like. Researchers may use techniques like presentation decks, storytelling, and digital media in act three. The output of these can be: presentation decks, video clips, audio clips, and pictures.

The researcher performs a number of tasks: they are the producer, the director, and the storyteller. The participants only have a small part in the study, but they are significant characters ( in it ). And the stakeholders are the audience. However, the most crucial thing is to get the narrative straight and to use storytelling to research users ‘ stories. In the end, the parties should leave with a goal and an eagerness to fix the product’s flaws.

So the next time that you’re planning research with clients or you’re speaking to stakeholders about research that you’ve done, think about how you can weave in some storytelling. In the end, user research is beneficial for everyone, and all you need to do is pique stakeholders ‘ interest in how the story ends.