Summary
In this talk, Steve recounts his experiences working on a project aimed at recruiting participants from small business owners for a financial technology client. He describes the struggles of navigating internal communication barriers, finding reliable recruiting agencies, and managing participant expectations. One particular interview highlights the discomfort in the research process when a participant expressed confusion and concern regarding the purpose of the interview, prompting a long discussion to clarify intentions. Steve emphasizes the emotional complexity and human element of conducting research. He introduces the concept of 'war stories' as a way for researchers to share experiences of failures and challenges, enabling a supportive community of learning. By embracing vulnerability and discussing failures, researchers can gain empathy for themselves and others, ultimately learning more effectively and fostering a culture of shared experiences.
Key Insights
-
•
Recruitment for user research can be complex and fraught with communication challenges.
-
•
Understanding participant perspectives is crucial to conducting effective interviews.
-
•
‘War stories’ serve as valuable learning tools for researchers, highlighting vulnerability and failure.
-
•
Being transparent about mistakes in research fosters a support community.
-
•
Storytelling can provide access to priceless data and insights beyond typical findings.
-
•
Participants often need reassurance about the intent behind research interviews.
-
•
Emotional responses from participants can impact the research process significantly.
-
•
Researchers must navigate the human aspect of their work, recognizing their own vulnerabilities.
-
•
Sharing failures normalizes the struggles inherent in research work.
-
•
Building rapport with participants is essential for successful interviews.
Notable Quotes
"Not that long ago, I was working on a project for financial technology clients and finding participants was often a challenge."
"To put him at ease, it took a long, unhurried conversation about the process and our objectives."
"It's easy to mischaracterize people that don't get it as difficult."
"It would be nice if we had someone to blame for the challenges we encounter."
"A war story is a personal story about how the storyteller encountered a challenge."
"Vulnerability in storytelling helps connect with others who have had similar experiences."
"These war stories remind us of the humanity at the very root of user research."
"We can and should share more stories about our work and how and when things go wrong."
"You probably have stories. Your colleagues have stories. Tell these stories."
"The more we share stories of failure, the more we normalize thoughtful consideration of our work."
More Videos
"Customization of assistive technologies is a necessity; out-of-the-box settings usually don't reflect personal needs."
Sam ProulxSUS: A System Unusable for Twenty Percent of the Population
December 9, 2021
"There was a significant shift in terms of the scope of the role of design operations during the pandemic."
Kristin SkinnerTheme 1 Intro
September 29, 2021
"We need to find ways of dealing with AI that consider its societal impact."
Dan HillDesigning for the infrastructures of everyday life
June 4, 2024
"Our UX work guides the entire team, but it only does so when it’s written and distributed."
Chris HodowanecAgile + User Experience: How to navigate the Agile landscape as an UX Practitioner
November 16, 2022
"Digital literacy is not just about using tools; it's about understanding how to utilize them effectively."
Rittika BasuAge and Interfaces: Equipping Older Adults with Technological Tools (Videoconference)
February 23, 2023
"We started in 1998 with the idea of helping purpose-driven enterprises that were falling behind in the digital revolution."
Tim FrickThe journey of building a sustainable design practice
April 23, 2025
"We're excited to open another apprentice lab to cover more countries."
Victor M. GonzalezPracticing Learners and Learning Practitioners
March 10, 2021
"Design ops is grounded in relationships and principles that help us do better work."
World Usability Day Panel Discussion (Videoconference)
November 10, 2022
"There are some ways around that, such as with aria alert, but that can also interrupt whatever I was reading."
Sam ProulxEverything You Ever Wanted to Know About Screen Readers
June 11, 2021
