[PPT] - CMSC 20370/30370 Winter 2020 Building Trust/Rapport For Need- PowerPoint Presentation

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CMSC 20370/30370 Winter 2020 Building Trust/Rapport For Need- Finding Case Study: Low Income Users

Jan 27, 2020

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Quiz Time (5-7 minutes).

Quiz on Tough Times at Homeless Shelters

Principles of Good Design

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Administrivia

GP1 due on Friday
GP1 presentations on Wed, Friday, and

Monday

Monday will also be midterm review
Let us know if there are any issues

around midterm (accommodations etc)

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Today’s Agenda

Building Trust and Rapport
Need finding: Creating field materials

– Screening and Recruiting – Interviewing Basics – Survey Basics

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USER NEEDS DESIGN/PROTOTYPE IMPLEMENT EVALUATE USER-CENTERED DESIGN

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Case Study: Tough Times @ Homeless Shelters

Financially vulnerable users
Based on interviews with 18 residents

and staff at homeless shelters in San Francisco

Focus on Security and Privacy (S&P)
Limitations

– Shelter in wealthier neighborhood – Housing offered for several months

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Findings

Four main tough times challenges:
1. Limited financial resources
2. Limited access to reliable devices and the

internet

3. Untrusted relationships
4. Ongoing stress

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Analysis - Thematic Coding

Codebooks and interviews

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Map from each finding to a design implication: How do we do this?

1. Limited financial resources
Storage and data consideration
2. Limited access to reliable devices and the

internet

Critical S&P flow
3. Untrusted relationships
Revoke undesired account access or undo

actions

4. Ongoing stress
Secure defaults

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Case Study Habits of Note: Working with existing shelter

Rather than recruit homeless
Work with existing shelter
Always try to work with trusted NGO or

partner that is familiar with community

Can take years to build trust
A lot of rapport/trust is just showing up
See Marsden reading in week 1

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Case Study Habits of Note: Setting Expectations

Be upfront about motivations and

expectations

Make sure the project end is well

defined and known

Separate personal and professional

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So how do I find user needs?

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Determine target audience

Pick audience

– Do what your product supports/behavioral – Technological profile – Demographics

Which segments to focus on
Experience with product
Experience with competing product
Single group/multiple groups
Avoid certain characteristics

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Find the audience

Mailing lists/traditional forms
Existing contacts/friends + family
Snowball recruiting
Essentially, fine line between harassing

people and recruiting at times!

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Examples

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Examples

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Where else could we look?

Think creatively
Change strategy if its not working
Think about incentives
Use existing networks where you can

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Screeners

Examples from my research:

– Do you have at least two computers connected to the Internet? – Do you have wireless Internet connectivity? – What kind of router do you have? – What kinds of operating systems do you have

n your computers?
Short to the point
Ensures you screen out irrelevant people

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In class exercise – Case Study: Tough Times Screener questions

Who is in or out for this study? What questions should we ask? How many should we ask?

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Scheduling participants

Scheduling example of steps

– Steps

Invite primary candidates
Receive responses + schedule
Invite secondary
Receive responses + schedule
Confirm primary
Confirm secondary
Send thank you to unscheduled
Confirm before meeting time
Have schedule of everyone
Direct people to right place

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In practice

@williamhartz

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Recruiting pitfalls

Pitfalls

– Wrong people – No shows – Bias – Anonymity – Building and space preparation – Professional recruiter

Needs list of what you need, how to screen +

cost money

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Getting informed consent

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Interviewing Basics

Interviews

– Interview structure

Intro
Warm up
General
Deep
Retrospective
Wrap up

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Non-directed interviewing

Non directed/non leading
Neutral interviewer
Questions

– Immediate experience – Avoid judgmental language – Focus questions on single topic – Keep open ended – Avoid binary questions

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Interviewing Questions Examples

Do you use your Android phone on

campus?

Good or Bad?
Why?
Better

– Tell me about the kinds of things you do with your Android phone on campus

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Interviewing Questions Examples

Unlimited data plans on smart phones

are really useful, do you agree?

Good or Bad?
Better?

– What do you think about unlimited data plans on smart phones?

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Interviewing Questions Examples

How do you use your smart phone at

home and at work?

Good or Bad?
Why?
Better?

– Split into two

How do you use your smart phone at home?
What kinds of things do you use your smart

phone for when you’re at work?

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Interviewing Questions Examples

We’ve developed a new app that allows you to sms

your questions directly to your professors phone and get answers at all times of the day and night? Is this interesting to you?

Good or bad?
Why?

– Better – What technologies do you currently use to ask your professor questions? – When do you usually send your professor these questions? – If there was an ideal app to assist you with sending questions to your prof, what would you want it to do?

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Tips

Define terms
Don’t force opinions
Restate answers
Follow up with examples, wait for non directed

answer first

Use artifacts to keep people focused
Be aware of expectations
Never say participant is wrong
Listen
Keep it simple
Write it all down

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Interviewing pitfalls

Pitfalls

– Loaded words or ambiguous words – Asking folks to predict future – Invoking authority/peer pressure – Assuming they can answer the question – People don’t say what they believe – They will answer diff question to one asked – Record – video, audio, photos

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Surveys

What is it?

– Tool to find out who your users are and what opinions they hold – Allows large group of people to describe themselves, their interests, and their preferences in structure way

When to conduct a survey?

– Could be when you have existing product to understand current user base i.e. profile survey – Could be to check before redesign i.e. satisfaction survey – Could be to see what people find important i.e. value survey – Often better after some initial qualitative research (observations, field studies, focus groups, interviews) – Can also do surveys over time, pre/post, tracking surveys – Can follow up with qualitative research

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How to set up a survey

Let’s say you want to assess how staff at other

homeless shelters deal with S&P issues for their residents?

Setting the schedule

– Includes time to write and test questions, recruiting, and fielding it

Writing the survey

– Brainstorm questions – Survey goals

Descriptive – profile the audience, summarize audience

composition

Explanatory – explain peoples beliefs and behaviors

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Write the questions

Unlike interviews most closed ended
Multiple choice question
Checklist
Specific, exhaustive, mutually exclusive

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Types of questions

Characteristics– describe who someone

is

Behavior – describe how someone

behaves

Attitudinal – describes what people want

and believe

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Characteristic categories

– Demographic – who are the respondents (age, gender, income etc.) – Technological – ask about digital setup and experience

Ques0on Instruc0ons Answers Reasons How many years have you worked at your shelter? Please select one of the op0ons below Radio buAons for no of years Find out how long they have been employed at the shelter What is your job descrip0on? Please select one of the op0ons below Radio buAons Staff Counselor Other Find out what their role is in the shelter

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Behavior categories

Technology use – how they (and

residents) use the technologies you care about Ques&on

Instruc&ons Answers Reasons What devices do your residents typically have? Please check all that apply Checkboxes Mobile, tablet, laptop, smartwatch, etc Find out what technologies their residents use

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Attitudinal categories

Satisfaction – do they like their current

technology setup?

Preference – what do they find most

compelling about the current setup?

Desire – what would they like to be

improved?

Ques&on Instruc&ons Answers Reasons How sa0sfied are you with your laptop for helping shelter residents? Please rate your sa0sfac0on according to the following scale Likert scale 1 – totally unsa0sfied 5 – totall sa0sfied Find out how happy they are with current system for specific features

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Edit and order the questions

Have an introduction, beginning, middle,

and end

Instructions

– Emphasize that the survey is important – What it is for – Why peoples answers are safe – What the reward is – Who is responsible for the survey – How long the survey is running – Who to contact with questions

Question instructions

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Lay out the report

Goals, methods, how you’re running

things

Especially in research, doesn’t hurt to

start early

Recommended for your group project

reports too

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Testing an online survey

Error checking
Functionality
Usability
Timing
Mortality
Response rate
Test the survey
The incentive

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Fielding the survey

Sample – people who fill out the survey
Sampling frame