Context chat UXcamp Amsterdam 2017
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Testing the user experience of a product or service in context can be time consuming and expensive. At IceMobile, we’ve developed a simple DIY method to conduct contextual research remotely, called Context Chat. We use chat platforms like WhatsApp to prompt questions and small tasks. It has a low threshold for participants and it gives you rich data input, like photo, video and location. This presentation shows you what Context Chat is and how you can start it yourself.
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Context chat UXcamp Amsterdam 2017
- 1. Context Chat UXCAMP AMSTERDAM 2017
- 2. Emma Haagen UX Designer & Researcher Hi :)
- 4. Plus The Netherlands Appie (AH) The Netherlands Azbuka Russia Carrefour France Big C Thailand Alfa Mart Indonesia IceMobile: Worldwide experience with a strong focus on Loyalty & Retail
- 5. Copyright © A. Witteman & R. van den Oever, All Rights Reserved. • Amsterdam based company (& offices in Hong Kong, Shanghai & Toronto) • 130 employees • 30 nationalities • Either a foodie, code king, design nerd, beer brewer or unicorn IceMobile Amsterdam
- 6. Why? How? Customer Insights Data Analysts & Data Scientist UX Lab Data Storytellers Who? What? When? Where? How many? How often? … What next? RESEARCH TEAM
- 7. Context ChatPulse UX Testing Cultural relevant research Experience Mapping
- 9. [why]
- 10. not just research in a lab environment but in context
- 11. so not one isolated task
- 12. so not one place
- 13. so not one moment
- 14. so not one channel
- 15. research in context creates an overview of all interactions, which take place on different moments different places different channels motivation [why]
- 16. We want answers that are relevant and reliable [why]
- 20. Overview of the whole experience (over different channels, moments & places) Relevant & reliable answers (freedom to answer, truthful, and in the moment) [why]
- 21. Context Chat
- 22. Context chat is a qualitative research method for doing contextual user research by using local mobile chatting platforms. [what]
- 23. [what] Ask questions Share experiences via text, photo & video
- 24. [benefits]
- 26. • Always & everywhere • Low threshold [benefits]
- 27. • Rich data input • Always & everywhere • Low threshold to participate [benefits]
- 28. • Rich data input • Always & everywhere • Low threshold [benefits] • Flexible questions
- 29. • Rich data input • Always & everywhere • Low threshold • Flexible questions • Trigger to answer [benefits]
- 30. • Rich data input • Always & everywhere • Low threshold • Flexible questions • Trigger to answer • Close to your end-user [benefits]
- 31. • Rich data input • Always & everywhere • Low threshold • Build personal relationships • Flexible questions • Trigger to answer • Close to your end-user [benefits]
- 32. • Rich data input • Always & everywhere • Low threshold • Quick set-up • Flexible questions • Trigger to answer • Close to your end-user 1 2 3 [benefits] • Build personal relationships
- 33. [limitations] Pointed conversationsInterpretation of text & emoticons Be standby ? ?
- 34. RECIPERECIPE INGREDIENTS & DIRECTIONS FOR A CONTEXT CHAT [how]
- 35. INGREDIENTS Device (phone+sim card/computer)* App (WhatsApp, WeChat, Viber, Line etc.)* Participants 1 2 3 *Depending on the chat platform
- 36. INGREDIENTS Device (phone+sim card/computer)* App (WhatsApp, WeChat, Viber, Line etc.)* Participants *Depending on the chat platform Who? How many? How to recruit? 1 2 3
- 37. INGREDIENTS Device (phone+sim card/computer)* App (WhatsApp, WeChat, Viber, Line etc.)* Participants Incentive *Depending on the chat platform Who? How many? How to recruit? 1 2 3 4
- 38. DIRECTIONS Make a research plan1 • Research goal • Layout of questions (which topics you want to touch) • Research setup (period, amount of questions, return gift etc.)
- 39. DIRECTIONS Make a research plan Send welcome messages 1 2 • Intro about yourself • Explain set up • State what you want from them (stories about experiences)
- 40. DIRECTIONS Make a research plan Send welcome messages Send first question 1 2 3 Keep the subject broad Set the stage
- 41. DIRECTIONS Make a research plan Send welcome messages Send first question Reply 1 2 3 4
- 42. DIRECTIONS Make a research plan Send welcome messages Send first question Reply Send next question… 1 2 3 4 5
- 43. DIRECTIONS Make a research plan Send welcome messages Send first question Reply Send next question… 1 2 3 4 5 6 Send return gift
- 46. [summary] Overview of the whole experience (over different channels, moments & places) Relevant & reliable answers (freedom to answer, truthful, and in the moment)
- 47. Emma Haagen UX Designer & Researcher emma@icemobile.com slideshare.net/icemobile Thank you :) New blogpost about Context Chat coming up! Check out medium.com/icemobile