eX: Do you have a perspective, that’s been informed by your job, on what’s the best way to learn?
Erica: Something usability-related that I’ve applied in my own life, is how to ask questions and learning how to stay silent, which are really difficult things to do for me. Sometimes I am much better at it in my work than in my personal life. I think that’s a really good way to learn from peo- ple. It’s by letting them talk and letting them express their needs. eX: It has to be tough, to listen, and then also think about what you would like to ask next that’s in the flow of the conversation, but also keep listening, but also be aware of what your overall goal of the conversation is. It’s gets kind of wabi-sabi. You have to let it go organically and naturally, because things happen, but at the same time you kind of have to direct it so that you have things that are usable, so that you make the session worthwhile. Erica: Yeah, it’s really difficult. You have to have so much on your mind. You have to listen actively, you have to think about the next questions, and sometimes you have to change your next question based on what they’re saying, but also keep in mind the goals of the project, that you’re touching upon what the other people are watching the session and getting insights that would be useful and helpful. After doing a few of them, it’s pretty tiring. Erica: I think it’s practice. It does help to not take notes while you’re recording, having people in the background taking notes is really helpful. It’s also really helpful to write down what happens in a session right after the session, because it’s fresh. Also, what does help a lot is doing a practice sessions beforehand. Grabbing a friend or colleague and having them play the role. They play the user. Get someone that’s not too close to it, but not too far from it. It helps warm you up. It’s like making pancakes. eX: Any tips for getting better at that?
Erica Kreindel is a UX Research Lead on the Design Team in NY.
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