One of the most persistent factors limiting the impact of user research in business is that projects often stop with a catalog of findings and implications rather than generating opportunities that directly enable the findings. We’ve long heard the lament, “Well, we got this report, and it just sat there. We didn’t know what to do with it.”
But design research (or ethnography, or user research, or whatever the term du jour may be) has also become standard practice, as opposed to something exceptional or innovative. That means that designers are increasingly involved in using contextual research to inform their design work.
Ongoing acceptance of user research has increased the ranks of designers and others who feel comfortable conducting research. But analysis and synthesis is a more slippery skill set, and we see how easy it is for teams to ignore (more out of frustration than anything malicious) data that doesn’t immediately seem actionable. This workshop gives people the tools to take control over synthesis and ideation themselves by breaking it down into a manageable framework and process.
In this session, you'll:
Collaborate in teams to experience an effective framework for synthesizing raw field data.
Gain perspective on the difference between surface observations and deeper, interpreted insights.
Learn how to move from data to insights to opportunities.
Get techniques for generating ideas and strategies across a broad scope of business and design concerns.
Focus on individual and group analysis to create a top-line report.
Brainstorm on patterns, cluster analysis, and diagrams to rethink problems.
Prioritize findings and create new opportunities.
2. We’ve Done All This Research, Now What? 2
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Welcome 1:30 – 1:40
Observation Exercise 1:40 – 2:15
Synthesis 2:15 – 3:00
Break 3:00 – 3:15
Ideation 3:15 – 4:00
Share 4:00 – 4:15
Q&A + Wrap-up 4:15 – 4:30
Today
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Interviewing Users (and resources)
rosenfeldmedia.com/books/interviewing-users/
Interviews with in-house user research leaders
portigal.com/podcast/
Doorbells, Danger, and Dead Batteries
rosenfeldmedia.com/books/user-research-war-stories/
4. We’ve Done All This Research, Now What? 4
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Development
Synthesis
Ideation
Fieldwork
Synthesis & ideation process
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Observation Exercise
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Your mission: Imagine you are
working on a project for Gentrific8,
looking for inspiration for
redevelopment of downtown Denver
(especially 16th Street and
Convention Center)
Explore In groups of 2 – 3
• Do it out loud!
• Capture (photos, notes)
• What, who, where, when, why,
how?
• People, interactions, environments
• Functionality but also meaning
This is not a design audit of signage
or merchandise displays
Exercise: Explore and Observe
Billy Hathorn
The Erica Chang
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Click to edit Master title styleObserving
Notice what… people,
places
Notice how… processes,
sequences, interactions
Suspend your point of view
Avoid conclusions
Allow confusion
Do it “out loud” Steve, practicing his “noticing.” You can tell
because he looks like he may be a little
confused.
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Click to edit Master title styleObservations: What To Look For
Environment
• How do they use the environment? Where within the space do they
go? Where do they not go?
• When do they leave? Although you aren’t with them, what do you
think they are going to go do now?
Interactions
• Who do they interact with? Include eye contact, gestural, verbal.
• How long? What is their affect?
• What are the roles people in a group are taking?
Objects
• What do they use?
• What do they make use of that’s already in the environment?
• What seems to be working well, what seems to be challenging?
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You’re observing people within
their culture. Notice how cultural
artifacts reflect and define the
environment; and reveal what is
“normal”
Normal isn’t “right or wrong” – it’s
the set of background rules that
define much of what people
choose or ignore
Media
Products
Advertisements
Street Culture
Trends/ Fads
Cultural context
What are they selling?
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Click to edit Master title styleCultural context
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Click to edit Master title styleCultural context
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Click to edit Master title styleCultural context
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Your mission: Imagine you are
working on a project for Gentrific8,
looking for inspiration for
redevelopment of downtown Denver
(especially 16th Street and
Convention Center)
Explore In groups of 2 – 3
• Do it out loud!
• Capture (photos, notes)
• What, who, where, when, why,
how?
• People, interactions, environments
• Functionality but also meaning
This is not a design audit of signage
or merchandise displays
Exercise: Be Back at 2:15
Billy Hathorn
The Erica Chang
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Synthesis: From data to insights
2:15 to 3:00
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Detailed
solutions
SolutionsStrategies
Insights Opportunities
Analysis
Synthesis
Ideation
Synthesis & ideation process
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Fieldwork
Development
Synthesis
Ideation
Why a process?
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Click to edit Master title styleAvoid jumping to conclusions
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Click to edit Master title styleAnalysis vs. Synthesis
Analysis
Break large piece(s) into smaller
ones in order to make sense
e.g., interviews, transcripts into anecdotes, stories
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Click to edit Master title styleAnalysis vs. Synthesis
Synthesis
Combining multiple pieces into something new
e.g., developing themes, implications, opportunities
Analysis
Break large piece(s) into smaller
ones in order to make sense
e.g., interviews, transcripts into anecdotes, stories
20. We’ve Done All This Research, Now What? 20
Click to edit Master title styleAnalysis vs. Synthesis
Synthesis
Combining multiple pieces into something new
e.g., developing themes, implications, opportunities
Analysis
Break large piece(s) into smaller
ones in order to make sense
e.g., interviews, transcripts into anecdotes, stories
The process gradually moves from one to the other
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Click to edit Master title styleAnalthesis????
Synthesis
Combining multiple pieces into something new
e.g., developing themes, implications, opportunities
Analysis
Break large piece(s) into smaller
ones in order to make sense
e.g., interviews, transcripts into anecdotes, stories
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Sense-making through an iterative
process of refining gathered data
Early, Informal data in your head
First, process the experience you
had collecting data
• Refer to debriefs and conversations
• Articulate and identify themes
• Outcome: Topline Report
Process-based, Formal heavy lifting
Then, process the data itself
• Individual and group analysis
• Pattern-identification, clustering,
models, frameworks
• Outcome: Opportunities
More narratively, what is synthesis?
Review, Refine, Rinse, Repeat
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Synthesis naturally begins in
the field
• Resist meaning (for now)
• Focus on observations
• Get the detail
Create time to talk after each
fieldwork experience
• Worksheet to facilitate the
debrief
Write up real-time summaries for
the team, ASAP
In-field debriefing
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After fieldwork, collate reflections
and quickly externalize a starter set
of 5 to 10 thematic areas based on
•Pre-identified areas of inquiry
•Refer to debriefs and
conversations from the field
•New patterns that we observed
Identify interesting areas;
acknowledge that you don’t
understand details yet, identify
questions
Outcome: Topline Report
All right researchers… what did you see?
Early, informal synthesis (data in your head)
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This sheds light on what excites the team and the stakeholders and
brings focus to the next stage of synthesis
The Topline Report
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Go back through your raw data
very closely to move beyond the
Topline Report
Individually (heads-down) and
collaboratively (heads-up) develop
clusters, identify patterns, collate
and refine findings
• Process maps, eco-systems
• Frameworks, models
• Design implications
i.e.: What did other public announcements in
the study look like? What are the layers of
information and cultural context? What form
factors are favored? Why?
Process-based, formal synthesis (heavy lifting)
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Heads down!
• Video
• Photos, field artifacts
• Transcripts
• DV→MP3→FTP→.docx
Transcript analysis
• Make marginal notes on
patterns, quotes, or what
seems interesting
• Ask yourself questions; give
labels; propose solutions
• Don’t worry about
implications, be descriptive
and reactive
Individual analysis (not today)
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If you can’t get transcripts, watch
video/listen to audio (even sped-
up) and in near real-time jot
down the rough narrative of the
session
• When you make an observation
in your own voice, do something
typographic to call it out (ALL
CAPS, highlight, etc.)
Individual analysis (not today)
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Heads up!
Present each interview (etc.) as
a case study. Introduce each,
and pick out the provocative
highlights.
Voice and document reactions,
a-has, support and questions
• Clustering with stickies
• White-board notes
Develop a new shared point-of-
view, beyond “findings”
Collaborative analysis
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Keep the human touch in
communication
Allow people to move
seamlessly between places
Allow people to integrate
seamlessly across different
devices and systems
Opportunities are not
• A reporting of “interesting findings”
• A list of solutions
Opportunities are
• Change we can envision based on
what we heard and observed
• About people
• In the context of, but reframing the
business questions
• Generative, inviting many
solutions
Developing opportunities
What should we do?
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Topline summary: Identify 3-5 themes
• Areas or topics where you have data
• Patterns, issues, surprises
• Don’t fuss over exact wording
Findings: Pick strongest themes and state
the situation, articulating your point of
view
• Move from There’s a lot of choices to
Overwhelming choices stop people from
quickly finding a transit solution
Opportunities: How things could be
different, for people
• Start with a verb
• Not a list of solutions
Analysis and Synthesis Exercise (3 steps –til 3:00)
All right researchers… what did you see?
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Build on your findings
• Start each opportunity with a verb
Opportunities are not
• A reporting of “interesting findings”
• A list of solutions
Opportunities are
• Change we can envision based on
what we heard and observed
• About people
• Generative, not specific, inviting many
solutions
• In the context of but reframing the
business questions
Reminder: Opportunities
What should we do?
Keep the human touch in
communication
Allow people to move
seamlessly between places
Allow people to integrate
seamlessly across different
devices and systems
What should we do?
Keep the human touch in
communication
Allow people to move
seamlessly between places
Allow people to integrate
seamlessly across different
devices and systems
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Click to edit Master title styleBreak! (15 minutes)
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Ideation: From insights to solutions
3:15 – 4:00
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A simple step moves you from
Opportunities to Ideation
Questions, reframing them
into actionable language
How might we
Ideate!
keep the human touch in
communication
allow people to move
seamlessly between places
allow people to integrate
seamlessly across different
devices and systems
How might we
How might we
Ideation questions – How Might We
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Solutions exist across many
different business areas
Functionality
Visual design
Marketing
Architecture
Public Services
Partnerships
Events
Software
Form factor
Packaging
Policy
Retail design
Even if you are unlikely to impact
certain business areas, it’s crucial
that you set that constraint aside
for ideation
Scope of solutions
How many business and civic areas to impact
can you spot in this picture?
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Responses to any ideation question can lead in different strategic directions
Finding: Students have to smoke outside, but they get cold and wet
Opportunity: Improve the experience of students who smoke
Ideation Question: How might we improve the experience of students
who smoke?
Developing strategies
Create a protected
environment for smoking
Support underlying needs
and behavior by embracing
the finding
Eliminate smoking
Question needs and
behavior, seek change by
challenging the finding
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Finding: Students have to smoke outside, but they get cold and wet
Opportunity: Improve the experience of students who smoke
Ideation Question: How might we improve the experience of students
who smoke?
Strategies
Solutions
Strategies can inspire solutions
Create a protected
environment for smoking
Facilities
Build a
pavilion
Admin
Allocate
interior
room
Partners
Align with
nearby
cafe
Eliminate smoking
Online
Smoking
cessation
games
Admin
Ban
smoking
Partners
Stop
smoking
coaches
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Finding: Students have to smoke outside, but they get cold and wet
Opportunity: Improve the experience of students who smoke
Ideation Question: How might we improve the experience of students
who smoke?
Solutions can suggest strategies
Create a protected
environment for smoking
Eliminate smoking
Admin
Allocate
interior
room
Admin
Ban
smoking
Strategies
Solutions
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Click to edit Master title styleOther strategies
The carrot
(a financial reward for
behavior we want to
encourage)
The stick
(a financial cost for behavior
we want to discourage)
Make a new behavior
acceptable by concealing it
Make a new behavior
acceptable by enabling
everyone to participate
Make a new behavior
acceptable by masking it to
look like an existing activity
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This is a collective, out-loud activity!
Talk, listen, build on each other’s
ideas
• Don’t worry about a “bad” idea… it
may lead to a “good” idea
Don’t correct; generate alternatives
• “Yes, and…”
This is a visual activity! Sketch,
draw…
• Quantity over quality; go quickly
Individual ideas matter less than
what the collective produces overall
How can a sour lemon help keep things working
smoothly?
Collaborative generation
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Click to edit Master title styleStuck?
Come up with bad ideas
• Immoral
• Dangerous
• Bad for business
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Click to edit Master title styleStuck?
Come up with bad ideas
• Immoral
• Dangerous
• Bad for business
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Click to edit Master title styleThe ideation process
Time
Pace of idea
generation
Addressing
needs with
low-hanging
fruit
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Click to edit Master title styleDon’t forget your second wind
Time
Pace of idea
generation
Addressing
needs with
low-hanging
fruit
Innovative
Breakthrough
Wacky
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Questions Business Areas Ideation and Sharing
How might we
Ideate!
keep the human touch
in communication
allow people to move
seamlessly between
places
allow people to
integrate seamlessly
across different devices
and systems
How might we
How might we
Summary of ideation exercises
Shift to “How
might we…?”
Figure out where
we can play
Remember, “Yes, and…”
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Apply How might we…?
to each of your Opportunities
How might we
Ideate!
keep the human touch in
communication
allow people to move
seamlessly between places
allow people to integrate
seamlessly across different
devices and systems
How might we
How might we
Exercise: Ideation questions
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Let’s collectively list possible
business areas to design for
• Think about whatever Gentrific8 could do
or affect
Use this list as a starting point
Functionality
Visual design
Marketing
Architecture
Public Services
Partnerships
Events
Software
Form factor
Packaging
Policy
Retail design
Incentives
Exercise: Business areas
How many business and civic areas to impact
can you spot in this picture?
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Use your ideation questions to
generate strategies and solutions
• Out loud
• Visual
• Collaborative
Consider the range of possible
business areas
Bounce back and forth between
generating strategies and
solutions
Most ideas will not turn out to be
winners; the goal is to practice
connecting research data to
solutions
Exercise: Ideation (until 4:00)
Apply lemon as needed.
Don’t forget your second wind
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Click to edit Master title styleExercise: Pitch it back! (4:00 to 4:15)
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Wrap Up
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Click to edit Master title styleTakeaways
What did you get out of this workshop?
How will you apply it?
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Portigal Consulting
www.portigal.com
@steveportigal
steve@portigal.com
+1-415-894-2001
Thank you!
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Appendix
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Click to edit Master title stylePrioritization
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Click to edit Master title styleBig group voting
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Click to edit Master title styleSmall group ranking…and reconciliation
Color indicates voting winner Ranking factors may even
include how clear the idea is
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Easy to scan for patterns and relationships
Play with data by rearranging individual elements
Lo-fi way to makes data tangible, visible, and
sharable
Sticky work
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As you are telling stories, quickly
get the key points (notes, themes,
observations, quotes) up
• Code with the source (interview
name, etc.)
Separate what was observed from
what you think it means
Write big and try to code visually
(e.g. colored dots, colored post-its,
symbols)
Sticky work
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Group stuff
Be opportunistic, using whatever
makes sense at first
• You may want to re-use your topline
headings or you may want to be fresh
• Initial groupings may be “All things
related to shopping” or “what people
are doing” or “what people are
feeling” or “pain points”
Sticky work
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Click to edit Master title styleSticky work
Re-group stuff
Now, go back and re-group at a
higher level
• What it means
• What people are trying to accomplish
(i.e., needs/motivations/goals)
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Name your groups
These themes are the points
of view you will carry forward
• Individual stickies are
supporting evidence you can
return to
Sticky work
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Click to edit Master title stylePlay with possible models and frameworks
The 2 x 2
Relationship
to other data
Timeline
Frequency
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Spreadsheet analysis enables immersive refinement of data
Play with data by generating alternate views of the dataset
• Rewrite each sticky in a cell (adding commentary, explanation, context, quote)
• Processing each entry allows further synthesis and thought
More individual analysis (not today)
Tag each comment with
person, segment, market etc.
to allow you to manipulate data
Categories of
columns will
vary by project
Comment
comes from
rewritten sticky