User Research Archives - Experience Design "UX" Agency Sydney

Posts in User Research

Lance Shields and Adam Faulkner Talk about how Design is Adapting in this Environment

May 19th, 2020 Posted by Experience Design, User Research 0 comments on “Lance Shields and Adam Faulkner Talk about how Design is Adapting in this Environment”

Recliner Designer Podcast Series

Had a great chat with Lance Shields, Head of International Design at Adobe, about the current environment and how blueegg has responded in this current environment. Hope you enjoy listening…

Listen to Recliner Designer Podcast Here: Recliner Designer with Lance Shields

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What made me transition from Digital Marketer to UX Designer?

April 9th, 2020 Posted by Experience Design, User Research 0 comments on “What made me transition from Digital Marketer to UX Designer?”

It’s been a rough few weeks and we are surrounded by the ongoing uncertainty. I’ve recently been saying to others “Stay safe and healthy” more than “How are you”. During this hard time, all we can do is what we can control and take a step back to reflect on what we have been missing while we rushed through our lives.

Since I have turned my career path into a UX Designer, I have been meaning to highlight the benefits that UX design can offer to businesses, compared to traditional marketing, based on ten years of my journey from Digital Advertising industry into UX Design and why we should now focus more to enhance user experience and get it right.

Since ‘social media’ was introduced, we started to create our personal space on the internet and share with others. As a result, the trend levelled the playing field and opened up the era of ‘personal media’ where consumers play a marketer’s role, which is the biggest change we experienced in the mid-2010s.

But social media can only take us so far. As the importance of consumer marketer’s role has become more vital, the focus has shifted to where consumer and user experience happens along the entire life cycle of product and services. As the Customer lifecycle with when marketing and UX Design is involved by Nura Lim, 2020 map shows, UX Design can still have an impact on customer journey even when advertising was finished delivering messages – and it touches pretty much every point.

You can see how it works through this example:

Marketing and UX Design plays differently even when you purchase a laptop

The point it tells you is that marketing and advertising will always cost business. But when UX Experience is well established throughout the customer lifecycle, the cost will be less, but the impact will be continuous because the focus of UX Design is building the core value of the business based on what the actual users’ needs.

UX Design process generally includes the five key steps and it can all be done remotely.

  • Review the business: engage with stakeholders, review business key data resources
  • Recruitment and Research Facilitation: Qualitative research such as user interview
  • Synthesis and Findings: Find key insights based on the research and build personas as well as key user journey
  • Design/Testing: Mobile App/Website/Tablet designs using design tools such as Adobe XD
  • Visual Design Finalisation/Artefact Delivery: High-fidelity design with visual styling

During this time, decisions that business make is critical than ever before. But if we know what’s essential for business for the long run, I believe we can focus more on it, and go through this together wisely. Hope you all stay well and healthy.

Listen to our podcast – Plastic Grass Square – on Apple Podcasts

Listen to Plastic Grass Square on Apple Podcasts

Thanks for listening to Plastic Grass Square. Can you help us by answering a few questions? Thanks!

Get in touch to see how blueegg can help:

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Research Archetypes & User Interviews

April 9th, 2020 Posted by Experience Design, remoteresearch, User Research 0 comments on “Research Archetypes & User Interviews”

blueegg Lead Experience Designer Angela Liu recently spoke at EUXSyd’s March Meetup talking about Research Archetypes and User Interviews.

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Black Holes vs Rabbit Holes in User Interviews

April 9th, 2020 Posted by User Research 0 comments on “Black Holes vs Rabbit Holes in User Interviews”

A bad user interview…. We have all had them. You spend 60 minutes going around in circles, gaining no new insights. Why do they go so wrong? And more importantly, what can you do to stop them? One of the main causes I’ve found of bad user interviews, is what I call a black hole conversation. While some rabbit hole conversation may lead to interesting insights, black holes lead to empty discussions, which are a waste of your time.

What is a rabbit hole?

A rabbit hole is a trail of conversation that goes off script but can lead you to find golden nuggets about the user and the product or service you are designing for.

What is a black hole?

A black hole, is an empty discussion holding nothing of value inside, where users delve into the minutia of their industry or an emotional experience they have been through. These are a waste of your time and, like a real black hole, are tricky to get out of once you have fallen in!

Who makes black holes?

Black holes, or more specifically, users who create these black holes seem to have some pretty similar characteristics. They tend to be people who are extremely close to the content you are designing for. A medical consultant, talking about the health system, a tenured professor discussing university education or someone who has never had a no claims bonus from their car insurance.

These users know the system, has lived through previous updates and has all the stories to back it up. They want to talk about the minutia of the content or their experiences in general, not caring how it relates to the new product or service you are trying to build. They want to speak, and you are going to listen to them… because that is why you asked them to come in is it not?

These are the people you need to watch out for…

How do you avoid black holes?

Having experienced falling into some black holes, I’ve pulled together some tips on how to avoid them:

  1. Make sure you are using best practices when it comes to conducting a user interview; setting context in advance, resetting the context when they get in, etc.
  2. Identify any terminology that could confuse the conversation and confirm they understand.
  3. Once you identified someone who creates a black hole, remind them throughout the interview that you will need to keep moving. These constant reminders help users to remember why they are being interviewed in the first place.
  4. Emphasize that you are not an expert and if the finer details are not relevant to their pain points then you will have to move on
  5. Be polite but firm. Interject when you see a black hole emerging. This may feel uncomfortable but will keep the interview on track.

User interviews are hard, and a bad user interview can be difficult to recover from. Understanding how to approach them, what to look out for and what to avoid can help make the experience for you as a designer much more successful and enjoyable.

Listen to our podcast – Plastic Grass Square – on Apple Podcasts

Listen to Plastic Grass Square on Apple Podcasts

Thanks for listening to Plastic Grass Square. Can you help us by answering a few questions? Thanks!

Get in touch to see how blueegg can help:

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Remote Research Techniques

March 24th, 2020 Posted by Experience Design, remoteresearch, User Research 0 comments on “Remote Research Techniques”

blueegg Experience Design Director Adam Faulkner recently put together a list of tools, tips and techniques to help you effectively facilitate remoter user research in a changing environment.

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Research in a Pandemic

March 18th, 2020 Posted by User Research 0 comments on “Research in a Pandemic”

This is a bit of a weird time. Countries closing borders, events cancelled, daily press conferences announcing new social distancing measures and hardly any toilet paper at woolies or coles. It can all feel a bit overwhelming so I think the most important thing to remember is have empathy and be kind to each other. Lets not forget that we are all humans and after a pretty chaotic start to 2020, being kind and remembering to smile is a really good start.

We have been reflecting a lot over the past couple of weeks, as I know many of you have been as well, on what we do and how our research will be impacted during this time. The reality is that with many participants working from home it has is actually improved our ability to recruit, engage and facilitate participant research.

Depending on the types of personas or archetypes your business has, it can often be difficult to recruit the right people for your research as well as find a time that fits in with their work schedules and life. Having a large sample size of participants suddenly working from home has presented an opportunity to be able to recruit participants who are more receptive to research. They are also more receptive to taking part in research at times when they would normally be commuting to work.

It is more contextual. Often, research is conducted in artificial environments. With participants in their own environment, they are more comfortable, provide greater insights and share additional stories and artefacts that they wouldn’t share in unfamiliar surrounds.

To be clear, facilitating research in a pandemic is not about taking advantage but identifying how we can better engage with participants who are undergoing a number of changes to their work and home. It is not about exploiting vulnerabilities but being empathic and identifying ways to reduce anxiety and improve experiences.

Your research methodology should follow that of a standard research project. What is your aim, hypothesis, method, results and research conclusions? To facilitate your research a research plan is key and will ensure you are asking consistent questions across your users and to ensure validated patterns and insights. The exception to the research plan in a pandemic is the questions up front need to address the current climate, ask how your users are feeling and be kind. This is both the right thing to do as well as helping you to develop a connection and trust discussing shared experiences.

Communication with your team facilitating the research, stakeholders and the project are vital. We use a range of tools including email and slack to communicate as well as online project management tools to ensure transparency around timelines, dependencies and deliverables.

Whilst sharpies and post-it notes have long been the symbol of a designer, we have been using collaborative online methods for synthesis of our research. Having a collaborative, remote approach to synthesis using tools such as Dovetail, means design teams are able to work closely to identify patterns. It also means tagging of insights is more tangible, actionable and useful post synthesis when we are compiling our research findings.

It is a weird time but facilitating remote research effectively can be achieved as long as you are empathic, caring and kind. Participants are more receptive, more engaged and comfortable being interviewed in their own environment. Reducing anxiety, and improving experiences all start with research. Let’s take this moment to listen, learn, create engaging experiences and smile.

Listen to our podcast – Plastic Grass Square – on Apple Podcasts

Listen to Plastic Grass Square on Apple Podcasts

Thanks for listening to Plastic Grass Square. Can you help us by answering a few questions? Thanks!

Enterprise UX Sydney Meetup – May 2018

May 18th, 2018 Posted by Enterprise UX, EUXSyd, Meetup, User Research 0 comments on “Enterprise UX Sydney Meetup – May 2018”

blueegg is proud to co-host the Enterprise UX Sydney MeetUp with our friends from Sustain Digital Recruitment and the support of Tank Stream Labs.


This month we had presentations from Organisational Psychologists Johanna Tibbertsma, Customer Experience Designer at iCare NSW and Aine Hart, UX Director at Sitback. If you missed the event or want to watch their presentations again, here are all the links you need.

Johanna Tibbertsma – Barriers to measuring UX/CX

Presentation – Johanna Tibbertsma – EUX Sydney May 2018

Aine Hart – Social Influence in Design Research

Presentation – Aine Hart – EUX Sydney May 2018

Keep an eye on our events page for details of the next Meetup coming in July

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Adam Faulkner talking on Sky Business

January 25th, 2018 Posted by Experience Design, User Research 0 comments on “Adam Faulkner talking on Sky Business”

blueegg Design Director Adam Faulkner recently sat down with Chloe Barnes on Sky Business Summer Money. Adam explains the importance of Experience Design for all aspects of a customer’s interaction with a brand. He also gives his Top 5 tips for getting Customer Experience right.

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