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<  >  naar bron Giving and getting feedback

bron artikelTwee PDF-files van Seth Godin over het geven en krijgen van feedback.

How to get feedback (PDF-file 307kb)
Amazon, meaning well, sent me a note offering a $5 gift certificate if I’d answer a short survey about their associates program. Good for them for wanting feedback. Good for them for compensating people. So, I visit the site and discover not one or three or ten multiple-choice questions. Sixty-three...

How to give feedback (PDF-file 222kb)
The first rule of great feedback is this: No one cares about your opinion.
The second rule? Say the right thing at the right time.
The third rule? If you have something nice to say, please say it.

Gevonden op Small is the New Big van Seth Godin (helemaal onderaan de pagina).

2006-11-10, door
Inne ten Have

When Observing Users Is Not Enough: 10 Guidelines for Getting More Out of Users’ Verbal Comments 
One of the principles underlying usability testing is that observing a user perform a task provides more reliable information than simply asking the user how easy it would be to perform the task. By observing users, you can assess whether they are actually able to use a product. By asking them, you simply cannot.

However, as you try to derive valid conclusions about how to design a user interface, relying only on—or even mostly on—observation can be
  1. misleading
    because often user behaviors that you observe can have many different interpretations. For example, if a user did not click a link, perhaps the user did not see the link or did not understand it. You cannot know the reason with certainty without asking the user. Your assumptions might be biased.
  2. limiting
    because you lose the opportunity to gather valuable verbal data by relying only on observational data.
While some usability professionals might claim that you cannot rely on what users say—and there are some risks in relying on users’ comments—there are means of avoiding or minimizing those risks. To understand these means, we must leave the realm of objective science and enter the realm of human relationships and empathy.

A user interview—including one that occurs during usability testing or user observation—is a relationship between two people—the interviewer and the interviewee—in which emotions, fears, and judgments come into play. Thus, my training and practice in psychotherapy have greatly enriched my technique in doing user interviews, because they have helped me avoid or minimize certain biases when eliciting and interpreting users’ verbal comments.

To help you get more out of users’ verbal comments, this article will provide ten guidelines and various interviewing techniques I’ve learned from experience. These techniques work best if they are used with genuine empathy for users. If users feel that you are not genuine—even if you are not aware of it or try to hide it—these techniques won’t work. I’ve described most of these techniques within the context of usability testing, but some techniques are also applicable to other user research activities—such as field studies and task analyses—and to stakeholder interviews.
  1. Be aware of your own judgments and projections.
  2. Be genuine and transparent.
  3. Adapt to each user. Do not ask users to adapt to you.
  4. Be conscious of the way users are interacting with you.
  5. Get users to speak about their own experiences.
  6. Notice when users are censoring their own comments.
  7. Get users to speak in terms of problems, not solutions.
  8. Ask “Why?” and dig deeper.
  9. Make objective and precise observations.
  10. Allow users to be spontaneous and follow their flow.
Lees verder...
Gevonden op UX Matters.
2007-04-22, door Inne ten Have