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
"It's critical to reinforce users' understanding that AI tools are augmentative rather than standalone solutions."
Jennifer KongJourneying toward AI-assisted documentation in healthcare
June 5, 2024
"It's a good thing to ask yourself... am I getting what I want from this conference?"
Uday Gajendar Louis RosenfeldDay 2 Welcome
June 5, 2024
"Experimentation is the main way to create high quality decisions."
Erin WeigelGet Your Whole Team Testing to Design for Impact
July 24, 2024
"Research is both a noun and a verb; it's a process of collecting and interpreting."
Jill FruchterInconvenient Insights: The Researcher's Role is to Stay Curious
March 29, 2023
"The sponge is really full; my brain is pretty full of lots of insights from the last couple of days."
Sarah Auslander Betsy Ramaccia Gordon RossInsights Panel
November 18, 2022
"Creative leadership and people leadership are not the same skill set, and we need to acknowledge it."
Edward CuppsThe Principal Path: Journeying from Management to Individual Contributor
June 11, 2021
"Research isn't something handed off at the end; it's woven into every part of the process."
Sean McKayCoexisting with non-researchers: Practical strategies for a democratized research future
March 11, 2025
"Find the people with whom you can lock eyes and connect deeply."
Indra KlavinsA Design Ops Girl in a Dev Ops World
October 23, 2019
"Technology can revolutionize how we think about education."
Kristin SkinnerFive Years of DesignOps
September 29, 2021
