uxpa 2016 - kelly goto's opening keynote

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BEYOND USABILITY: ADAPTIVE AND ASSISTIVE TECHNOLOGY Kelly Goto @go2girl

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Page 1: UXPA 2016 - Kelly Goto's Opening Keynote

BEYOND USABILITY: ADAPTIVE AND ASSISTIVE TECHNOLOGY

Kelly Goto @go2girl

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Image Source: Wikimedia | Gary Karp

In Universal Design, there’s something called the curb cut effect. Basically, things intended to benefit people with disabilities wind up benefiting everyone.

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Image Source: Wikimedia | Gary Karp

Universal Design is the concept of designing all products and the built environment to be aesthetic and usable to the greatest extent possible by

everyone, regardless of their age, ability, or status in life.

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By 2050, 21% of the global population will be 65 or older.

By 2100, the number of people aged

60 and over will reach 3.2 billion.

Today, nearly 15% of the population would benefit from Assistive

Technologies,

Global Agewatch Index 2015

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"People with disabilities make up 15 percent of the world 's population and some of the assistive technology marketed to people with disabilities can also be sold to the other 85 percent of the population that is "situationally disabled" by their environmental conditions, at work and at play,”

Andrew Johnson, Managing Vice President at Gartner.

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Products that support monitoring and maintaining the functional status of older adults in their home environments.

SMARTHOME

Products that support monitoring and management of an older adult’s physiological status and mental health of maintaining wellness and managing the chronic conditions.

QUANTIFIED SELF

Technologies and products that support both informal and formal caregivers in providing timely and effective care and support to older adults and persons with disabilities in their homes.

CAREGIVING

Technologies that enable older adults to stay socially connected to their families, friends, and local communities.

COMMUNITY

CONNECTED AGING FRAMEWORK

Content Adapted from Connected Aging Framework, 2014

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We have the ability to create experiences that are situationally appropriate and environmentally aware. It’s a new era of adaptive experiences.

Kelly Goto — gotoresearch

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TECH DISCONNECT

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Mission District, San Francisco

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Mission District, San Francisco

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Governance Crisis Point

COMPLEXITY Quantity & complexity of information

Ability to deal with quantity & complexity of information

COMPLEXITY vs. COPING

TIMEZap Think LLC

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Every aspect of the experience including competition for time and attention is in flux. Deeper insights using mixed research methods are needed to establish an meaningful strategy in today’s product development.

CULTURAL FLUX

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Washington Post

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Washington Post | Huffington Post

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Washington Post | Huffington Post

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MEANING

Courtesy of Bespoke Innovations

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“Much of consumer behavior involves everyday routines and practices that

consumers do not actively think about.”

Interpretive Marketing Research: Using Ethnography In Strategic Market Development Johanna Moisander

The Intentional Mind

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“And when asked, they do not necessarily come to talk about — or do not even do not actively

think about.— these routines or patterns.”

Interpretive Marketing Research: Using Ethnography In Strategic Market Development Johanna Moisander

The Intentional Mind

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SENSORY ENGINEERING

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感性工学emotional usability

KANSEI

SENSORY ENGINEERING

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Evolution of 'sensory engineering'

1970’s 1980’s 1990’s 2000’s 2010’s

[1960‘s] QFD Quality Function

Deployment seeks out

‘fuzzy’ needs and

uncovers ‘wow’factor

[1970‘s] Kansei Engineering can

"measure" the feelings

and adapt to product

development.

[1980‘s] Kano Method looks at

Normal / Expected /

Exciting requirements

[1990‘s] Kansei

introduced into

the US

[1998] Affective

Computing

/ HCI / AI

(Picard)

[2007] “Age of the

iPhone”

[2016] Convergence

[2007] “Age of the

iPhone”

[2004] Emotional

Design

User

Experience

(Norman]

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from: Engineering Emotional Values in Product Design by Simon Schütte

Kansei

Emotions Words

Behaviorand

Attitudes

KANSEI EXPERIENCE

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from: Engineering Emotional Values in Product Design by Simon Schütte

SENSORY

INPUT

Mapping Building Trigger

Kansei

AffectionFeelingEmotion

Chisei

LogicsRecognition

Understanding

EMOTIONAL

LOGICAL

KANSEI EXPERIENCE

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kansei words

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HUMAN RECONNECT

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FOCUS GROUPS

ETHNOGRAPHY

1:1 INTERVIEWS

ONLINE SURVEYS

BIG DATA

why they do

it

what people

do

unaw

are

| im

plic

it |

EMOT

IONA

L

a w a r e | e x p l i c i t | LOGICAL

FIELD STUDIES

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FOCUS GROUPS

FIELD STUDIES

1:1 INTERVIEWS

ONLINE SURVEYS

BIG DATA

beha

vior

al |

att

itud

e

e v a l u a t i v e

ETHNOGRAPHYre

port

ing

| as

sum

ptio

ns

g e n e r a t i v e

data /

logic

flux

stories

/ emotio

n

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UNMODERATED TESTING

SURVEYS / MICRO SURVEYS

SENTIMENT ANALYSIS

LOG DATA

ANALYTICS

QUANTITATIVE “WHAT” QUALITATIVE “WHY”

IN-DEPTH INTERVIEWS

OBSERVATIONAL TESTING

DIARY STUDIES

HOME INTERVIEWS

FOLLOW ALONGS

+

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VIAMEANING

ASPIRATIONCONNECTIONIDENTITYTRUSTEASE-OF-USE

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MEETS MY NEEDS

IT WORKS

EMOTIONAL

LOGICAL

I LOVE ITAWARE (explicit)

UNAWARE (implicit)

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MEETS MY NEEDS

style

easy to use

simple

efficient

personalized

sharing

intuitive

comfortablefamiliar

customizableinspiring

meaningful

portable

cool

connected

reliable

I LOVE IT

IT WORKS

EMOTIONAL

LOGICAL

AWARE (explicit)

UNAWARE (implicit)

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ASPIRATION

CONNECTION

IDENTITY

TRUST

style

EASE-OF-USE

EMOTIONAL

LOGICAL

AWARE (explicit)

UNAWARE (implicit)

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INPUT EXPERIENCE OUTPUT

Psychological Sensory Memory

Contextual

Aspiration Connection

Identity Trust

Ease-of-use

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INPUT EXPERIENCE OUTPUT

= Nostalgia

Psychological Sensory Memory

Contextual

Aspiration Connection

Identity Trust

Ease-of-use

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EMOTIONAL OUTPUT

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EMOTIONAL OUTPUT

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INSIGHT STUDIES

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Each Insight Study contains focused cycles (1-3 weeks each) built around specific research goals. These cycles are punctuated with Insight Reviews that share rich findings.

This process allows product teams to understand what people really think, feel and need. These insights translate into improved experiences and a stronger product vision.

INSIGHT STUDIES

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INSIGHT STUDIESIn-Depth Contextual or Remote Interviews are conducted at the start and finish of the study.

Weekly Remote Interviews follow up on self-reporting.

Ongoing Diary Studies gather self-reported activities and moderated prompts. [D-Scout]

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An ongoing panel can be created to track more than on boarding and customer service on a quant level. Cohorts can be created based on release and timing of beta and public launches.

INSIGHT STUDIES

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=

Erica, 33, and her dog Champ “It’s 10:53pm, and I’m only at 7388 steps….we’re about to go take the dog for a walk. Got to make sure we get to our 10,000 steps before the end of the night.”

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ANALYSIS | SYNTHESIS

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Although often combined, analysis and synthesis are opposites.

Synthesis can occur without analysis but analysis cannot happen without the synthesis.

Analysis (deconstruct / break down)

Synthesis (reconstruct /

put back together)

ANALYSIS vs. SYNTHESISAnalysis vs Synthesis

Page 53: UXPA 2016 - Kelly Goto's Opening Keynote

DATA ANALYSIS

Open Coding: form initial categories of information about the phenomenon being studied from the data gathered. This is “the process of breaking down, examining, comparing, conceptualizing, and categorizing data”

Coding procedures in Grounded Theory Strauss and Corbin (1990)

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DATA ANALYSIS

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Compare attitudes, beliefs and behaviors between participants to build a spectrum (spectra) we use to develop behavioral personas and groupings of themes and attitudes.

These lead to Mental Model and Journey Maps outlining pain points, needs and opportunities.

CONSTANT COMPARISONConstant Comparison Methodology

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RAPID UX RESEARCH

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Hypothesis • Create Research Question • Create Semi-Structured

Discussion Guide

Plan Cycle 1

Targeted Recruiting (N=12)

Determine Key Characteristics

Recruiting

Remote Interviews • Create Research Question • Create Semi-Structured

Discussion Guide

Inquiry

week 1 week 2 week 3 week 4 week 5 week 6 week 8

Output

Deliverables • Affinity Diagram • Whiteboard Sessions • Create Actionable Output

Plan Cycle 2

Work Session • Determine Next Steps • Pivot or Dive Deeper

RAPID UX RESEARCH

Rapid Analysis

Open Coding • Deconstruct / Analysis • Interpretation • Reconstruct / Synthesis

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http://www.socialresearchmethods.net/kb/qualapp.php

RAPID UX RESEARCH

https://en.wikipedia.org/wiki/Qualitative_research

Grounded Theory was developed at a time when qualitative research was seen as unscientific or non-systematic

Rapid Analysis

Coding Data • Deconstruct / Analysis • Interpretation • Reconstruct / Synthesis

Inquiry Output

Foundation in Grounded Theory

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Saturation is reached when the researcher gathers data to the point of diminishing returns, when no new insights are added.

SMALL SAMPLE SIZESWhy N=12 Per Study?

Sample 1

NUMBER OF INTERVIEWS

Sample 2

New Codes Code ModificationsThematic Prevalence Poly. (New Codes)

NU

MB

ER O

F C

OD

ES

0

10

20

30

40

50

60

70

80

90

1-6 7-12 13-18 19-24 25-30 31-36 37-42 43-48 49-54 55-60

Journal of Computer Information Systems (Marshall, Cardon, Poddar, Fontenot)

CR

ON

BA

CH

’S A

LPH

A F

OR

TH

EMA

TIC

PR

EVA

LEN

CE1

0.9

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0

0.70.79

0.850.88 0.88 0.89 0.9 0.91 0.93

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SENSE & SENSIBILITY

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DISCONNECT

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Image: Chloé Rutzerveld/Edible Growth ProjectChloé Rutzerfeld Edible Growth Project

BE HEALTHY

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PLAN

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Image: engaget.com » HTC Rift

CONNECT

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(c) mark hollenstein

THE BIG LEAP

KELLY GOTOpr inc ipa l + CEO

kel [email protected]. 5544 m

@ go2gir l

gotoresearch.com

MARY PIONTKOWSKIdirector of ins ights + strategy

[email protected]. 5544 m

gotoresearch.com

KELLY GOTOpr inc ipa l + CEO

kel [email protected]. 5544 m

@ go2gir l

gotoresearch.com

MARY PIONTKOWSKIdirector of ins ights + strategy

[email protected]. 5544 m

gotoresearch.com

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Remember: People don’t advance as quickly as technology.

BEYOND USABLE

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June 1, 2016

The Internet and Web have been downgraded to "internet" and "web" as of today. “The argument for lowercasing Internet is that is has become wholly generic, like electricity and the telephone.”

- Tom Kent, AP Standards Editor

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The space between things. Paying attention to the gap.YOYU

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“Today’s young people will be part of the largest group of older people in history. No future development goals can be legitimate or sustainable unless they include people of all ages and leave no one behind.”

- Archbishop Desmond Tutu

The space between things. Paying attention to the gap.YOU

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[email protected] @go2girl @gotoresearch