For some projects, your clients can be the best source of user research participants. When you’re looking for their employees, their members, or their customers, your clients are the best source for lists of potential participants. Also they often have a relationship with these potential participants. They may know them personally, or at the very least they are associated with a company with which the potential participants have a relationship. When people get a request to participate in a user research study, they are more likely to pay attention to it, and seriously consider it, if it comes from someone they know or at least if it comes from a person in a company they do business with.
However, there are some perils of asking your clients recruit participants, including:
- They may not have the time or organizational skills it takes to recruit and schedule participants.
- They probably won’t describe the research correctly.
- They probably won’t know the right types of people to recruit.
- They may not schedule the sessions logically and effectively.
- They may give participants the wrong ideas about what they’ll be participating in.
In my latest UXmatters article, I describe these perils and provide tips to avoid them: The Perils of Client Recruiting.
Image credit: George Hodan
Your Baby is Ugly!
That’s the title of the article I just published on UXmatters, in which I give advice on how to soften the blow of delivering bad news to clients. Let’s face it, when we perform an expert evaluation, usability testing, or user research on an existing product – most of what we find is problems with the current product. Clients don’t pay us to tell them how great their products are. If they’ve hired us, it’s to find problems that can be fixed. But there are ways to make it easier to deliver bad news. In this article I provide the following advice:
- Get the stakeholders to admit that it’s ugly first
- Get everyone to buy into your research methods upfront
- Encourage stakeholders to observe the research
- Blame the bad news on the participants
- Back up your findings with metrics
- Present recordings and quotations
- Don’t beat your audience over the head
- Emphasize your expertise
- Back up your findings with examples of best practices
- Show your stakeholders they’re not alone
- Position it as providing recommendations, not pointing out problems
- Mention the positive aspects too
- Deliver your findings in person
- Prioritize the problems they should solve
- Provide a plan for addressing the problems
You can find more details about this advice in my latest article, Your Baby is Ugly.
As a design researcher, I’ve heard a lot of reactions from clients about the user research findings, both positive and negative. Fortunately, they’ve been mostly positive, but the negative reactions make for the best stories. I’ve written about those in my latest article in UXmatters: Client Reactions to User Research Findings. It includes the following reactions:
- “Ho hum. Where are the designs?”
- “We already knew that.”
- “You’re wrong!”
- “You talked with only 12 people.”
- “Why didn’t you mention this problem?”
- “The recommendations aren’t specific enough.”
- “We could have done that ourselves.”
Read the entire article at UXmatters: Client Reactions to User Research Findings.