Barbara Spanton*, IxDA, HIMSS, Algonquin College School of Media and Design, UXCamp Ottawa, Ottawa, Canada Track: Practice Presentation Topic: Usability and human factors on the web Presentation Type: Oral presentation Submission Type: Single Presentation Building: Sheraton Maui Resort Room: C - Napili Date: 2014-11-14 09:45 AM – 10:30 AM Last modified: 2014-09-09

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So you’ve reached out to your users, gathered heaps of feedback, requests, and complaints… now what? In this talk, Barbara will help you extract the meaningful bits of insight from your user feedback, and translate ‘what users say’ into ‘what users need’.

Consider the source.
You’ll get different feedback from different stakeholders. Make sure the primary user has the primary voice.

Conflicting requests – are they really conflicting?
One person asks for a blue button at the top. Another asks for a red button at the bottom. Could they really be asking for the same thing?

Ask the right questions to get the right answers.
Think about your reasons for reaching out to your users. To understand workflows? To prioritize tasks? To evaluate design concepts? Frame your questions to help your users give meaningful answers.

People don’t know what they want, they want what they know. Patients, clinicians, caregivers etc. typically aren’t designers. Don’t ask them to design your product.