{"id":19516,"date":"2020-03-19T16:00:47","date_gmt":"2020-03-19T16:00:47","guid":{"rendered":"https:\/\/marvel7077.wpengine.com\/?p=19516"},"modified":"2022-03-25T07:39:39","modified_gmt":"2022-03-25T07:39:39","slug":"user-researchers-give-feedback-teams","status":"publish","type":"post","link":"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/","title":{"rendered":"Should User Researchers Give Feedback to Teams?"},"content":{"rendered":"<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">The other day, I saw a bad prototype. It came up during a design critique. We were going to start <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/ballparkhq.com\/?utm_campaign=Ballpark%20SEO&amp;utm_source=marvelblog\" title=\"user testing\">user testing<\/a> that very prototype the next day. I wrote down my notes and mentioned it to the designer.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">The problems I saw were:<\/p>\n<ul class=\"pageWrap pageWrap--s list list--unordered marginBottom-l lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\n<li>Typos.<\/li>\n<li>Simple design flaws (different colors for the same hierarchical information).<\/li>\n<li>Information that made no sense in the context.<\/li>\n<\/ul>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">For me, these were easy things to fix. I wanted to give the designer this feedback for two reasons:<\/p>\n<ol class=\"pageWrap pageWrap--s list list--ordered marginBottom-l lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\n<li>To make the design cleaner, and to encourage attention to detail.<\/li>\n<li>To ensure we were getting the right feedback from the users.<\/li>\n<\/ol>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">The second reasoning behind this, for me, is more important. When I present a prototype to users, I would rather not spend the precious time we have with them confused about easily changed information. Or information that doesn\u2019t matter in the test. It can be a big waste of time, and participants can get stuck on these small inconsistencies.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">What happened in this case? Unfortunately, the designs didn\u2019t get changed in time. We tested the older designs with the issues I mentioned. While we did get some great feedback on the user experience, there was some time wasted on those smaller inconsistencies. I had to explain them and wave them off as small mistakes that don\u2019t matter. However, it made the interviewing experience seem less productive and prepared. Almost every user recognized the changes I had asked to be made.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Regardless, again, we still received great information from users, but it felt clunky to explain away the prototype. Now, I know prototypes are supposed to be far from perfect, but this felt beyond the usual prototype spiel I give.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">So, my biggest question in this case: is it okay for the researcher to request the changes I did? Or is it on the researcher to perform the interview in a manner where these inconsistencies don\u2019t matter to the user?<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-6580 size-full\" title=\"Should User Researchers Give Feedback to Teams? Dilbert\" src=\"https:\/\/marvel7077.wpengine.com\/wp-content\/uploads\/2020\/03\/1RhKiaeHE1WNX9muhV_sl_g.gif\" alt=\"Should User Researchers Give Feedback to Teams? Dilbert\" width=\"900\" height=\"281\" \/><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/dilbert.com\/strip\/2012-06-13\">Credit: Dilbert<\/a><\/p>\n<h2 class=\"pageWrap pageWrap--s marginTop-xl marginBottom-l c-black lineHeight-xl fontSize-xl fontWeight-5 breakPointM-lineHeight-xxl breakPointM-fontSize-xxl\" style=\"margin-left: auto; margin-right: auto;\">When should user researchers give feedback?<\/h2>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">This particular case made me question when, and at what level, user researchers should give feedback to our teams. I generally give feedback during the following opportunities:<\/p>\n<ul class=\"pageWrap pageWrap--s list list--unordered marginBottom-l lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\n<li>During the idea\/concept phase<\/li>\n<li>During the prototype phase<\/li>\n<li>After a design is completed<\/li>\n<li>Synthesis from research sessions<\/li>\n<\/ul>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">I\u2019m not entirely sure if this list encompasses every opportunity, but it was my starting off point. I don\u2019t want designers or other team members to think I am an expert in UI\/UX (or any other field, for that matter) or that I am overstepping boundaries.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Here is how I give feedback at each of these steps:<\/p>\n<ul class=\"pageWrap pageWrap--s list list--unordered marginBottom-l lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\n<li><strong class=\"c-slate lineHeight-l fontSize-l fontWeight-5 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">During the idea\/concept phase. <\/strong>I do my best to ensure teams come to me with ideas very early on in the development process so we are able to test the viability of the idea with users. When they come to me with ideas, they are generally solutions, rather than problems. I ask them to come up with the problem they are trying to better understand and the questions they would ask during to find out more information. Some teams have come to me with a fully developed idea, which I knew would not stick with users, or solve any pain points. In this case, I was new to the company, so I was forced to test it with users. It proved the point that it is important to do some upfront user testing before we come with fully built solutions based on assumptions. Now, when people come to me with solutions, I request they go back to the drawing board and start with a user problem, and questions they would like to ask.<\/li>\n<li><strong class=\"c-slate lineHeight-l fontSize-l fontWeight-5 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">During the prototype phase. <\/strong>This is similar to the example I gave above with the prototype. I try to get a look at all prototypes before we put them in front of users. I will have the designer walk me through each screen, and I will point out any small inconsistencies. This gives the designer a second pair of eyes on the designs and helps ensure the design and flow make sense. Prototypes can still be \u201cmessy,\u201d as in low-fidelity, but they need to make sense. We don\u2019t want to waste time having users comment on small things that are insignificant to the usability test.<\/li>\n<li><strong class=\"c-slate lineHeight-l fontSize-l fontWeight-5 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">After a design is completed. <\/strong>This is where the whole feedback concept starts to get tricky for me. Once a design has completed user testing and is off into the wild world of being \u201clive,\u201d what do we do? Since it was already user-tested, do we have the right to give additional feedback? For this stage, I will wait a bit and then follow-up with any feedback we are receiving on the particular design (or feature). If the design did not go through user testing, I will test at this stage and do a heuristic evaluation to give some additional feedback to the designer.<\/li>\n<li><strong class=\"c-slate lineHeight-l fontSize-l fontWeight-5 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Synthesis from research sessions. <\/strong>And finally, synthesis. Maybe for some, this is the most straightforward but, for me, it can get complex. We all talk about how synthesis is one of the most important parts of the user research role, but rarely is it discussed in full. At this point, how I understand synthesis is as follows: we digest and analyze the research sessions, and then give \u201cactionable recommendations\u201d on what should come next. What does this mean? Are we telling people what to do? What are we recommending? This brings me to my next point\u2026<\/li>\n<\/ul>\n<h2 class=\"pageWrap pageWrap--s marginTop-xl marginBottom-l c-black lineHeight-xl fontSize-xl fontWeight-5 breakPointM-lineHeight-xxl breakPointM-fontSize-xxl\" style=\"margin-left: auto; margin-right: auto;\">At what level should we give feedback?<\/h2>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Since the first three opportunities for feedback are much more straightforward, I will focus on synthesis for this particular case. I have the following questions when it comes to giving feedback (specifically targeting synthesis):<\/p>\n<ul class=\"pageWrap pageWrap--s list list--unordered marginBottom-l lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\n<li>What should we be producing? Action items\/recommendations?<\/li>\n<li>What are the action items\/recommendations?<\/li>\n<li>How far should we go with action items\/recommendations?<\/li>\n<\/ul>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">I truly believe user research isn\u2019t about giving people answers, it is about giving people tools to better contextualize something. We aren\u2019t meant to \u201ctell people what to do.\u201d So, with this in mind, what are we supposed to be writing in terms of recommendations?<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">When I tested the aforementioned solution (which was a huge feature), it was glaringly obvious our users would not find it helpful or useful. And they would not pay for it. There were a few aspects of it they liked, but, by large, it wasn\u2019t sticking with them. They simply were not interested and would rather have the company work on other features or improvements.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">When I received those results, I wasn\u2019t entirely sure what to do. The solution was already half-way built, and the team had spent a good amount of time working on it. I decided to give my honest recommendation: stop working on this immediately and pivot to working on other, more impactful, areas. I gave some ideas on how we could change the idea to suit our users better, but it should not be a high priority. I was lucky to have enough people on my side to be met with little resistance.<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">However, when it comes to these tests, I always wonder what level we should give this feedback and these recommendations? I often state the recommendations as problems instead of solutions:<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">\u201cUser is unable to locate the \u201cpay\u201d button or move to the next step\u201d <strong class=\"c-slate lineHeight-l fontSize-l fontWeight-5 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">versus<\/strong> \u201cmove the \u201cpay\u201d button to higher on the page or make it a bolder color.\u201d<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">This still gives enough flexibility for someone to make a better decision, without me telling them exactly <em>what<\/em> to do. However, as I mentioned, I also made an honest recommendation of not continuing on with a product. I\u2019m not entirely sure what the balance is, but I am sure there is one. But I would still love to know\u2026<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">How do you give feedback as a user researcher?<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"style=\"text-align: center;\">. . .<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">If you liked this article, you may also find these interesting:<\/p>\n<ul class=\"pageWrap pageWrap--s list list--unordered marginBottom-l lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\" class=\"\">\n<li id=\"9fb4\" class=\"jc jd fb ar je b fu jf fw jg jh ji jj jk jl jm jn jy jz ka\" data-selectable-paragraph=\"\"><a class=\"link link--blue fontWeight-4\"class=\"bo hm iy iz ja jb\" href=\"https:\/\/uxdesign.cc\/burnout-as-a-user-researcher-c5dd22460ac3\" target=\"_blank\" rel=\"noopener noreferrer\">Burnout as a User Researcher<\/a><\/li>\n<li id=\"ccd0\" class=\"jc jd fb ar je b fu kb fw kc jh kd jj ke jl kf jn jy jz ka\" data-selectable-paragraph=\"\"><a class=\"link link--blue fontWeight-4\"class=\"bo hm iy iz ja jb\" href=\"https:\/\/uxdesign.cc\/user-research-isnt-black-white-7554262086eb\" target=\"_blank\" rel=\"noopener noreferrer\">User Research Isn\u2019t Black &amp; White<\/a><\/li>\n<li id=\"c3a3\" class=\"jc jd fb ar je b fu kb fw kc jh kd jj ke jl kf jn jy jz ka\" data-selectable-paragraph=\"\"><a class=\"link link--blue fontWeight-4\"class=\"bo hm iy iz ja jb\" href=\"https:\/\/medium.com\/@nikki_anderson\/benefits-of-internal-user-research-5253f6a247fe\" target=\"_blank\" rel=\"noopener noreferrer\">Benefits of Internal User Research<\/a><\/li>\n<li id=\"d1d2\" class=\"jc jd fb ar je b fu kb fw kc jh kd jj ke jl kf jn jy jz ka\" data-selectable-paragraph=\"\"><a class=\"link link--blue fontWeight-4\"class=\"bo hm iy iz ja jb\" href=\"https:\/\/uxdesign.cc\/how-to-write-a-generative-interview-guide-270faa46dbbc\" target=\"_blank\" rel=\"noopener noreferrer\">How to Write a Generative Research Guide<\/a><\/li>\n<\/ul>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"><em>If you are interested, please join the <\/em><a class=\"link link--blue fontWeight-4\"href=\"https:\/\/join.slack.com\/t\/uxresearchacademy\/shared_invite\/enQtNjE1Mjk4MTE4OTQ4LTU1YjU5MzkxMWE4NGZiMmUxYjJhZTkyN2ZkNDM2YTU5OWZhZjY5N2EwMzIyYmE1MTBiOWQ4MDdjY2Q1MWNjYzE\"><em>User Research Academy Slack Community<\/em><\/a><em> for more updates, postings, and Q&amp;A sessions :)<\/em><\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\"style=\"text-align: center;\">. . .<\/p>\n<p class=\"pageWrap pageWrap--s marginBottom-m paddingBottom-s c-slate lineHeight-l fontSize-l fontWeight-3 breakPointM-fontSize-xl breakPointM-lineHeight-xl\">Originally posted on <a class=\"link link--blue fontWeight-4\"href=\"https:\/\/uxdesign.cc\/should-user-researchers-give-feedback-to-teams-1d4f83510d0a\">Nikki's Medium<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The other day, I saw a bad prototype. It came up during a design critique. We were going to start user testing that very prototype the next day. I wrote down my notes and mentioned it to the designer. The problems I saw were: Typos. Simple design flaws (different colors for the same hierarchical information). Information that made no sense&#8230; <a class=\"link link--blue fontWeight-4\" href=\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/\">Read More &#65515;<\/a><\/p>\n","protected":false},"author":326,"featured_media":19525,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[378],"tags":[],"class_list":["post-19516","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-research"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v15.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Should User Researchers Give Feedback to Teams? | Marvel Blog\" \/>\n<meta property=\"og:description\" content=\"The other day, I saw a bad prototype. It came up during a design critique. We were going to start user testing that very prototype the next day. I wrote down my notes and mentioned it to the designer. The problems I saw were: Typos. Simple design flaws (different colors for the same hierarchical information). Information that made no sense... 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| Marvel Blog\",\"isPartOf\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/#primaryimage\"},\"datePublished\":\"2020-03-19T16:00:47+00:00\",\"dateModified\":\"2022-03-25T07:39:39+00:00\",\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/\"]}]},{\"@type\":\"Article\",\"@id\":\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/#webpage\"},\"author\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/#\/schema\/person\/94ce04bf7f7cae81a91f3498d56fa314\"},\"headline\":\"Should User Researchers Give Feedback to Teams?\",\"datePublished\":\"2020-03-19T16:00:47+00:00\",\"dateModified\":\"2022-03-25T07:39:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/#webpage\"},\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/#primaryimage\"},\"articleSection\":\"Research\",\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/marvelapp.com\/blog\/user-researchers-give-feedback-teams\/#respond\"]}]},{\"@type\":\"Person\",\"@id\":\"https:\/\/marvelapp.com\/blog\/#\/schema\/person\/94ce04bf7f7cae81a91f3498d56fa314\",\"name\":\"Nikki Anderson\",\"image\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/marvelapp.com\/blog\/#personlogo\",\"inLanguage\":\"en-GB\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/3279e0c89a92d0fda88248478257573cdf1ac8693683a2eaee8b8ec4108ad391?s=96&d=mm&r=g\",\"caption\":\"Nikki Anderson\"},\"description\":\"A qualitative user experience researcher who loves solving human problems, petting all the dogs, writing on Medium and teaching at User Research Academy\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","_links":{"self":[{"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/posts\/19516","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/users\/326"}],"replies":[{"embeddable":true,"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/comments?post=19516"}],"version-history":[{"count":0,"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/posts\/19516\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/media\/19525"}],"wp:attachment":[{"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/media?parent=19516"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/categories?post=19516"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/marvelapp.com\/blog\/wp-json\/wp\/v2\/tags?post=19516"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}