您提供更好的使用体验_用户体验研究的3个技巧可以帮助您进行更好的对话-CSDN博客

您提供更好的使用体验

重点 (Top highlight)

Do you want to have better conversations? User researchers have superpowers that can help you in day-to-day communication.

您想进行更好的对话吗？ 用户研究人员具有可以帮助您进行日常交流的超能力。

A big part of UX research is talking to people and trying to understand how and why they behave in a certain way. So, several methods we use, like interviews and focus groups are in a way, amplified versions of face to face communication. UX researchers put a lot of effort into getting across a question just the right way and then understanding what the user is saying or doing. They tend to prepare for the sessions rigorously and go over the session recordings not only to uncover insight but also to reflect on their moderating skills.

UX研究的很大一部分是与人们交谈，并试图了解他们以某种方式表现的方式和原因。因此，我们使用的几种方法(例如访谈和焦点小组)都是面对面交流的放大版本。 UX研究人员付出了巨大的努力来以正确的方式解决问题，然后理解用户在说什么或在做什么。他们倾向于严格地为会议做准备，并仔细阅读会议记录，不仅发掘见解，还可以反思他们的主持技巧。

But even though there are industry practices and protocols involved, at their core, usability sessions and interviews are observations and conversations you have with people to understand them. So, many things I have learned practicing user research are extremely useful in day-to-day conversations.

但是，即使涉及到行业惯例和协议，可用性会议和访谈的核心是您与人们进行了解和观察的对话和对话。因此，我在练习用户研究方面学到的很多东西在日常对话中都非常有用。

真的听 (Really listen)

Imagine you share something about yourself in a conversation. But instead of asking further or simply reassuring you to go on, the person’s reply makes it about them. Sounds familiar? Or are you the one who makes it all about them sometimes?

想象一下，您在对话中分享了一些关于自己的东西。但是，与其再问或只是让您放心，不如说是该人的回答。听起来很熟悉？还是您有时能全力以赴地做到这一点？

Birds talking: OMG! Something amazing just happened to me! Other bird. Can’t wait to hear how this is actually about me!

If you search for “conversational narcissism” online, you’ll find a lot of shaming for this behaviour. However, a study from Harvard University suggests that sharing information about yourself feels intrinsically rewarding. The study involved examining brain responses in a magnetic resonance imaging (MRI) scanner while people discussed their own opinions and personality traits. As they did so, parts of the brain activated that are generally associated with reward and pleasurable feelings. These are the same areas that light up in response to sex, cocaine, and good food, Adrian F. Ward explains an overview of the mentioned study.

如果您在网上搜索“会话自恋”，就会为这种行为感到羞耻。但是，哈佛大学的一项研究表明，分享有关自己的信息本质上是有益的。这项研究包括在人们讨论自己的观点和人格特质时，在磁共振成像(MRI)扫描仪中检查大脑React。当他们这样做时，大脑的一部分通常与奖励和愉悦的感觉相关联。这些都是对性，可卡因和美味食物的React而发亮的区域，Adrian F. Ward解释了所提及研究的概述。

But in fact, the same study found that similar neural activity occurred, when people were talking or thinking about themselves without any audience. So maybe we can improve our conversations with other people by having the most important ones with ourselves, through introspection. When you let go of the rush to think about “you” while listening to others, something unexpected happens.

但实际上，同一项研究发现，当人们在没有观众的情况下谈论或思考自己时，也会发生类似的神经活动。因此，也许我们可以通过内省与自己建立最重要的对话，从而改善与他人的对话。当您在听别人的声音时放纵考虑“您”时，会发生意外情况。

In her wonderful book, Practical Empathy, researcher and author Indi Young calls to try a new way of listening that starts with shifting your attention back to your partner, every time it drifts:

研究人员兼作家Indi Young在其精彩的著作《实践同情》中呼吁尝试一种新的聆听方式，这种方式首先是在每次漂移时将注意力转移到伴侣身上：

You fall into a different brain state — calmer, because you have no stray thoughts blooming in your head — but intensely alert to what the other person is saying. /…/ You are completely engaged in a demanding and satisfying pursuit.

您陷入另一种大脑状态-保持镇定，因为您的脑海中没有迷茫的想法-但强烈注意对方在说什么。 /…/您完全从事一个苛刻而令人满意的追求。

Indi Youg, Practical Empathy p. 50.

英迪·扬(Indi Youg)，《实践同理》。 50

I certainly don’t achieve this level of concentration and flow with every user interview, but I’m getting better. And I’m sure this is a skill everyone can and should practice through simply noticing your own thoughts and redirecting attention to your subject of interest — the person sitting opposite. Listening actually is the first step towards real empathy.

我当然不会在每次用户采访时都达到这种集中和流畅的水平，但是我会越来越好。而且我敢肯定，这是每个人都可以并且应该通过仅注意您自己的想法并将注意力转移到您感兴趣的主题(坐在对面的那个人)上的一种技能。倾听实际上是迈向真正同理心的第一步。

继续听(这意味着保持沉默) (Keep listening (that means stay silent))

There is an unwritten 90/10 rule in user research, meaning 90% of the talking should be done by the user (the one being interviewed). It took me some time to really take this on board. When you are engaged in listening and your partner goes silent you will want to encourage her, so remaining quiet feels counterintuitive. This is perfectly normal. But resisting this urge can eventually lead to better answers and a deeper conversation.

用户研究中有一条不成文的90/10规则，这意味着90％的讲话应由用户(接受采访的人)完成。我花了一些时间才真正考虑到这一点。当您从事聆听并且您的伴侣沉默时，您会鼓励她，因此保持沉默会违反直觉。这是完全正常的。但是，抵制这种冲动最终会导致更好的答案和更深层次的对话。

What happens during that pause after you ask a question and get a brief reply (or a non-answer) is that you both will feel an urge to fill the silence. If you resist to do so, your partner will either feel prompted to expand or will simply get that extra moment to reflect and consider what she might want to add. Remember that time moves slower when you are the one asking questions and speeds up when you’re answering.

在您提出问题并得到简短答复(或未作答)后的这段停顿期间，您俩都会感到渴望保持沉默。如果您拒绝这样做，您的伴侣可能会感到被提示要扩大，或者只会花些额外的时间来思考并考虑她可能想要添加的内容。请记住，当您提问时，时间变慢，而当您回答时，时间变快。

询问并回声 (Ask and echo)

Now imagine you are listening to a presentation about a new concept/ project/ idea at work. She is using all the right words but… you don’t really get what she means. But no one else is saying anything so you keep quiet. First perhaps not to look stupid and then because you’re convinced you don’t care about the silly thing anyway.

现在，假设您正在听有关工作中的新概念/项目/想法的演示。她正在使用所有正确的词，但是……您并没有真正理解她的意思。但是没有人在说什么，所以您保持安静。首先也许不要看上去愚蠢，然后因为您确信自己根本不在乎这个愚蠢的事情。

Tetris blocks with different colors to explain how we fill in the knowledge gaps

People tend to fill the gaps between bits of “knowing” with assumptions that have little to do with what has been communicated. If you do that in a usability testing session and don’t follow up on a useful comment, it can result in poor decisions or no decisions at all (slowing down the design process). So UX researchers take pride in asking “dumb” questions. And as much as I’ve seen, it transcends beyond usability sessions, into work meetings and casual conversations.

人们倾向于用与所传达的内容无关的假设来填补“知道”之间的空白。如果您在可用性测试会话中这样做，并且不遵循有用的评论，则可能导致错误的决策或根本没有决策(减慢了设计过程)。因此，UX研究人员以问“哑巴”问题而感到自豪。正如我所看到的，它超越了可用性会议，而进入了工作会议和休闲对话。

During interviews I try to check in with myself and ask if I really understand what an utterance means and where it is “coming from”. If the answer is “not really”, there is a useful trick that might be helpful to anyone: Just repeat the last thing that was said and add your question. This avoids sounding offensive or putting new ideas on the table and helps to focus on clarifying what was said.

在面试中，我尝试自我检查，并询问我是否真的了解发声的含义以及它的“来源”。如果答案是“不是真的”，那么有个有用的技巧可能对任何人都有用： 只需重复最后一句话，然后添加您的问题即可。 这样可以避免令人反感或提出新的想法，并有助于集中精力澄清所讲的内容。

On final note, successful user research depends a lot on observation and reflection: learning how to keep attention present and reflect on what is happening around you and within — the two core skills we desperately need more of in any field and situation.

最后，成功的用户研究在很大程度上取决于观察和反思：学习如何保持关注并反思您周围和内部发生的事情-这是我们在任何领域和情况下迫切需要的两个核心技能。