User research - what to do when your company doesn't get it / Steve Portigal / Episode #127
Service Design Show
Everything in service design starts with user research. But as you've probably experienced often it's challenging to get the time and resources to do proper research.And when research is already being done by an organisation it's often not the type of research that we'd like to see.It can be frustrating to see that user research isn't making the difference you know it can.So what does it take to push user research beyond it's current limitations?Author and industry icon, Steve Portigal has been thinking about this topic for some time now.I invited Steve (back) on the Show to share his thinking and together explore what it takes to take user research to the next level.And also ask the question: What is that next level in the first place?Without proper user research you can't do good service design. So it's our job to make it more relevant and impactful. This episode will show you how.--- [ GUIDE ] -—00:00 Welcome to episode 12704:10 Who is Steve05:00 Rapid fire question round10:15 The need for user research maturity14:45 Where is this coming from19:00 What does progress look like26:30 Opening the conversation29:00 Who owns this33:15 You need leadership40:45 Being in demand43:15 Setting up for success45:00 Axis of maturity48:15 Identifying opportunities51:30 Where are we heading57:30 Final thoughts--- [ LINKS ] ---* https://www.linkedin.com/in/steveportigal/* https://portigal.com/podcast/* https://rosenfeldmedia.com/books/interviewing-users/* https://rosenfeldmedia.com/books/user-research-war-stories/* https://uxdesign.cc/the-organizations-design-research-maturity-model-b631471c007c--- [ HOW TO EXPLAIN SERVICE DESIGN ] ---Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are.https://servicedesignshow.com/free-course
Nodes of Design#67: User Interviews by Steve Portigal
Nodes of Design
Steve Portigal helps companies to think and act strategically when innovating with user insights. Over the course of his career, he has interviewed hundreds of people and helped many organisations to understand their users. He’s also the Dollars to Donuts podcast host, where he interviews people who lead user research in their organizations. He is also the author of two famous titles - Interviewing Users: How to Uncover Compelling Insights & Doorbells, Danger, and Dead Batteries: User Research War Stories. He has been a keynote speaker on various occasion like CHI, IxDA, Lift, SXSW, UIE, UPA, UX Australia, UX Hong Kong, UX Lisbon, and WebVisions. In this episode, Steve shared wonderful insights on user interviews and why we do user interviews in design; we then discussed the framework of interviews using which we can gain great insights from users and few tips on actively listening and note-taking during interviews. In the latter part, steve recommended five do's and don'ts that designers/researchers must avoid while doing user interviews. We then concluded the show by steve recommending few tips on how could we combine all the insights and convey them into a narrative across teams that can create an impact. Takeaways - What are user interviews, Meaning of insights, Combining insights to narrate a story. Books by Steve - https://portigal.com/books Dollars to Donuts - https://portigal.com/podcast Resources shared by Steve Portigal The organization’s design research maturity model-Chris Avore The Secret Life of Groceries: The Dark Miracle of the American Supermarket - Benjamin Lorr It Chooses You - Miranda July Communicating the New: Methods to Shape and Accelerate Innovation - Kim Erwin Thank you for listening to this episode of Nodes of Design. We hope you enjoy the Nodes of Design Podcast on your favourite podcast platforms- Apple Podcast, Spotify, Google Podcasts and many more. If this episode helped you understand and learn something new, please share and be a part of the knowledge-sharing community #Spreadknowledge. This podcast aims to make design education accessible to all. Nodes of Design is a non-profit and self-sponsored initiative by Tejj.
039: How to build robust user-research practices with Steve Portigal
Enterprise Product Leadership
Understanding user’s needs continues to be one of the top challenges for enterprise and industrial product leaders. And although the practice of user research has been around for a while, most of the information out there seems to focus on B2C products. This is why I’m very excited to be joined by Steve Portigal joining us on the show today! My guest today is Steve Portigal, an experienced user researcher, author, and consultant who helps organizations build more mature user research practices. In our conversation, Steve shares how he approaches B2B research and we discuss the complexities of doing user research in a B2B context, the challenges of getting access to users, the need to focus on understanding customers’ pain (as opposed to only focusing on usability), and how to influence your organization to conduct more research. Steve also shares his advice on how to build a practice that encourages ongoing user research. This is a very important episode that no product leader should miss! Episode Details: Build more mature user-research practices with Steve Portigal: “If you’re just testing the usability and not the desirability or the usefulness, then you’re not going to uncover the fundamentals flaws that may exist in those initial assumptions.” — Steve Portigal About Steve Portigal: Steve Portigal is a consultant who helps organizations to build more mature user research practices. Over the past 20 years, he has interviewed hundreds of people, including families eating breakfast, hotel maintenance staff, architects, radiologists, home-automation enthusiasts, credit-default swap traders, and rock musicians. His work has informed the development of mobile devices, medical information systems, music gear, wine packaging, financial services, corporate intranets, videoconferencing systems, and music accessories. Steve is the author of two books, Interviewing Users: How to Uncover Compelling Insights and Doorbells, Danger, and Dead Batteries: User Research War Stories. Additionally, he is the host of the podcast, Dollars to Donuts. Topics We Discuss in this Episode: Steve’s career background and the work he does today as an experienced user researcher What a user researcher does and why it is important Invaluable tips for user researchers Why companies struggle to understand their customers’ challenges How a company can become more user-centered How to enable a culture that empowers everyone Why you may want to bring on a user researcher or an external expert The nuances of being a team player and contributing to the success of the company How to challenge baseline assumptions in order to move forward and grow as a company The differences between B2C and B2B user research The challenges of user research (and how to overcome them) Why user research is not only incredibly invaluable but needs to be figured out for your company Why culture is critical to research How to support leaders in helping transform the organization’s mindset into a customer-centric culture Proactive vs. reactive research Product Leader Tip of the Week: Keep in mind, user research is a skill. You can read about it, take classes, listen to podcasts, but you also have to practice. Practice can include: knowing when to do research, knowing what research to do, how to go about actually doing the research, learning how to leverage the research that you’ve done, and learning how to help others understand the research. And be sure to give yourself the chance to get better. All of this takes time. Be compassionate and understand that research is not just binary; there are many, many facets of it. To Learn More About Rob Tiffany: Steve Portigal’s Website Podcast: Dollars to Donuts Interviewing Users: How to Uncover Compelling Insights, by Steve Portigal Doorbells, Danger, and Dead Batteries: User Research War Stories, by Steve Portigal Related Resources: com/Template — Download Daniel’s free IoT Product Strategy Template here! Want to Learn More? Sign up for my newsletter atcom/Join for weekly advice and best practices directly to your inbox! Visit com/Podcast for additional information, show notes, and episodes. Subscribe on Apple Podcasts so you don’t miss out on any of my conversations with product and thought leaders!
Why should researchers stop focusing on problems and start focusing on people? What is important for user researchers to know about bias (their bias)? And why does Steve have a museum of foreign groceries in his home? In this episode we take a deep-dive with Steve Portigal into how he thinks about research, the struggles he sees internal research teams going through, and how he’s adapting to changes in the industry. Steve is one of the most experienced, effective and well known user researchers on the planet. In his 20+ years as Principal of Portigal Consulting, he has run research studies - interviewing hundreds of people - for organisations such as eBay, Hewlett-Packard, Microsoft, Nike, PayPal, and Sony. Steve’s a regular blogger and podcaster, as well as the author of two widely praised books on user research - “Interviewing Users” and “Doorbells, Danger, and Dead Batteries”. ====== Find Steve here: LinkedIn: https://www.linkedin.com/in/steveportigal/ Website: https://portigal.com/ Blog: https://portigal.com/blog/ Medium: https://medium.com/@steveportigal Twitter: https://twitter.com/chittahchattah Listen to Seve’s podcast - Dollars to Donuts: https://portigal.com/podcast/ Treat yourself to a copy of Steve’s books… Interviewing Users: How to Uncover Compelling Insights https://bit.ly/2YVPEG9 Doorbells, Danger, and Dead Batteries: User Research War Stories https://bit.ly/2MwhxCs ====== Thank you for tuning in! If you liked what you saw and want more ... ... please leave us a review on Apple Podcasts (or wherever you listened). You can also follow us on our other social channels for more great UX and product design tips, interviews and insights! LinkedIn: https://www.linkedin.com/company/the-space-in-between/ Instagram: https://www.instagram.com/thespaceinbetw__n/ ====== Host: Brendan Jarvis https://www.linkedin.com/in/brendanjarvis/
Why UX? 30# Steve Portigal // User Research War Stories
Why UX? Podcast
Steve Portigal, the author of 'Interviewing Users' and 'User Research War Stories', has become a human confessional for user researchers and their stories about the crazy and unpredictable things they experience in the field. Steve has facilitated and encouraged knowledge sharing between research professionals from even before he wrote a book about the subject. Now the book and his website have taken a life of their own where stories are getting shared across the world. Thanks to Pavel Bavtra and Simon Dybdal for making this episode!
Understanding Customers: Research, Insights, and Storytelling with Steve Portigal — DT101 E48
Design Thinking 101
Steve Portigal is the Principal of Portigal Consulting and an experienced user researcher who helps companies harness the strategic power of insights. He is the author of Interviewing Users: How to Uncover Compelling Insights. He also wrote Doorbells, Danger, and Dead Batteries: User Research War Stories. We talk about interviewing people, customer research, and storytelling with Dawan Stanford, your podcast host. Show Summary Steve started out in Human Computer Interaction (HCI), in the days before the World Wide Web and before the formal idea of user experience (UX) existed. He had a brief exposure to design as a profession through an article about industrial product design, and to the idea of bringing together people from many different disciplines to collaborate and create solutions to problems via another article about a project trying to determine how best to find a way to demarcate dangerous locations, like nuclear waste sites. These ideas planted seeds leading to his interest in design. Steve graduated with his Masters in HCI, had a summer internship in Silicon Valley, and eventually found a job in an industrial design consultancy to work on what was essentially proto-UX design with their software. At the same time, this company was exploring ideas surrounding ethnographic research and the idea of uncovering product opportunities, and Steve managed to apprentice himself with the team, where he learned about organizing and finding connections within data. He also had the opportunity to develop his initial interviewing skills, which he continued to hone as he started his own consultancy focused on user research. Steve was one of the first people in the early 90’s to develop design processes for user experience and research. We talk about Steve’s excitement for and interest in spending more time with stakeholders within a client’s organization. He has learned why a stakeholder’s perspective is essential in relation to the success of a project. He talks about creating “learning-ready” moments, how he helps people have these moments, and how learning and sharing the journey of learning affect learning retention. Listen in to learn: How Steve and others developed the design processes in the early stages of user experience and research How Steve’s skills, interests, and the work he does for his clients has evolved over the years When Steve knows he’s found a great client Why he believes that learning together is when change can happen Why understanding stakeholders gives better results with clients Being able to embrace realistic expectations of what you can accomplish Our Guest’s Bio Steve Portigal is an experienced user researcher who helps companies to think and act strategically when innovating with user insights. Based in the San Francisco Bay Area, he is principal of Portigal Consulting and the author of two books: the classic Interviewing Users: How To Uncover Compelling Insights and, Doorbells, Danger, and Dead Batteries: User Research War Stories. He's also the host of the Dollars to Donuts podcast, where he interviews people who lead user research in their organizations. Steve is an accomplished presenter who speaks about culture, innovation, and design at companies and conferences across the globe. Show Highlights [02:09] Steve talks about his origin story and his introduction to the ideas of design and user experience. [06:15] Steve’s first job at an industrial design consultancy. [08:15] Steve’s apprenticeship with the team exploring a nascent practice in what was basically user experience. [09:58] Many companies were exploring and experimenting with these new ideas around user research in the 90s, and how that led to the development of best practices and processes around the work. [13:05] Steve’s litmus test for a new client. [13:37] How Steve’s role and work started to shift and change. [15:40] The way in which Steve sets up expectations with new clients and spending time with the stakeholders in a client’s organization. [16:20] The value in spending as much time with stakeholders as with users to gain a deep understanding of their motivations and perceptions. [19:03] Repetitive patterns and questions Steve sees with clients. [22:28] Using storytelling to help explain concepts and share information, and to help move clients through shared experiences and discussions. [24:04] Separating the value of the research from any action that may take place. [28:15] The importance of the “Why” of user research. [30:39] How Steve’s practice has evolved and the scope of his work today, now that many companies have in-house user research and design teams. [35:05] Steve’s specialized “master classes” for design teams. [38:52] What Steve wishes everyone knew about user research and what you can do with it, both personally and organizationally. [41:24] Steve’s reflections on a few of his learning experiences. [44:55] His experience with one of the experts he used in his consulting work. [48:35] What Steve might add to a new book about interviewing users and UX, should he decide to write one. [54:00] Where you can find out more about Steve and his work. Links Portigal Consulting Steve Portigal on LinkedIn Steve Portigal on Medium Steve Portigal on Twitter Find Out More About Steve’s Books Dollars to Donuts Episode 30: Laith Ulaby of Udemy Dollars to Donuts Episode 27: Colin MacArthur of the Canadian Digital Service Other Design Thinking 101 Episodes You Might Like Problem Spaces, Understanding How People Think, and Practical Empathy with Indi Young — DT101 E6 Public Sector Design + Outcome Chains + Prototyping for Impact with Boris Divjak — DT101 E26 The Evolution of Teaching and Learning Design with Bruce Hanington — DT101 E39 ____ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!
Learning from Customers is "Messy," with Steve Portigal
Steve Portigal, Author, Speaker, and Customer Research Expert, shares how to drive innovation using the power of strategic customer insights. He reminds us that learning from customers is “messy” because we are complex beings. In order to go deep while interviewing customers, you should have clarity about what is uncomfortable for you versus what is uncomfortable for customers and not conflate the two. His provocation, “No One Cares,” highlights the risk of magnifying the significance of our solutions in a customer’s life and missing the opportunity to focus on things that customers care about.
Chapter 6: User Experience Research Lessons from Steve Portigal.
Life with Dumss
On this week’s episode, Dumss shares a bit about doing user experience research and how to do quality research. Dumss got a chance to chat with a well known User Experience Researcher and Specialist (Steve Portigal) and shares what she learnt from her conversation from him.
Ep. 228 - Steve Portigal - Trends in User Experience & Market Research, and How They are Driving Success
Happy Market Research Podcast
My guest today is Steve Portigal, Founder of Portigal Consulting. Established in 2001, Portigal Consulting helps organizations bring insights about their users into their design and development processes. Additionally, he has also authored two books: "Doorbells, Danger, and Dead Batteries: User Research War Stories," and "Interviewing Users: How to Uncover Compelling Insights." And, Steve hosts Dollars to Donuts which has 24 episodes with remarkable guests including head of User Experience Research at Pinterest, Airbnb, Mailchimp, Goldman Sachs, and IBM. Find Steve Online:LinkedInWebsite: portigal.comFind Us Online: Social Media: @happymrxpLinkedInWebsite: happymr.comThis Episode’s Sponsor: This episode is brought to you by HubUx. HubUx reduces project management costs by 90%. Think of HubUx as your personal AI project manager, taking care of all your recruitment and interview coordination needs in the background. The platform connects you with the right providers and sample based on your research and project needs. For more information, please visit HubUx.com. [00:00]On Episode 228, I'm interviewing Steve Portigal, founder of Portigal Consulting, but first a word from our sponsor. [00:11]This episode is brought to you by HubUx. HubUx is a productivity tool for qualitative research. It creates a seamless workflow across your tools and team. Originally, came up with the idea as I was listening to research professionals in both the quant and qual space complain about and articulate the pain, I guess more succinctly, around managing qualitative research. The one big problem with qualitative is it’s synchronous in nature, and it requires 100% of the attention of the respondent. This creates a big barrier, and, I believe, a tremendous opportunity inside of the marketplace. So what we do is we take the tools that you use; we integrate them into a work flow so that, ultimately, you enter in your project details, that is, who it is that you want to talk to, when you want to talk to them, whether it’s a focus group, in-person, or virtual or IDI’s or ethnos; and we connect you to those right people in the times that you want to have those conversations or connections – Push-Button Qualitative Insights, HubUx. If you have any questions, reach out to me directly. I would appreciate it. Jamin@HubUx.com [01:36]Hi, I'm Jamin, and you're listening to the Happy Market Research Podcast. My guest today is Steve Portigal, founder of Portigal Consulting. Established in 2001, Portigal Consulting helps organizations bring insights about their users into their design and development processes. Additionally, he has authored two books: Doorbells, Danger and Dead Batteries, User Research War Stories. I actually am ordering that one as soon as we are off this call. It's on my list of things to do today, by the way, and then I've already ordered the Interviewing Users - How to Uncover Compelling Insights. Holy Moly, that is going to be super interesting. And Steve hosts what is now my number one listened to podcast for the last two weeks. In fact, I've got a six-hour or eight-hour road trip coming up this Wednesday. All the episodes are downloading. I believe I'm going to be caught up at the end of that road trip. He's got 24 episodes with remarkable guests, including head of user-experience research at Pinterest, Airbnb, MailChimp, Goldman Sachs, IBM, and the list goes on. Steve, it is an honor to have you on the Happy Market Research Podcast today. Thank you. [02:47]I'm happy to be here. [02:48]I'd like to start out with a quick kind of assessment of, from your point of view... You grew up in a different area than the Bay Area. Tell us a little bit about your parents, your upbringing, and how that informed who you are today and what you're doing. [03:03]Yeah, I was raised by a single parent. My mom raised me and my sister in southern Ontario.
Welcome to “Making Friends With…” - a new special series where the Tech for Good Live team sit down for an in-depth interview with someone who is doing exceptional work in the tech industry. In this episode, Bex and Jonny chat with user research extrordinaire Steve Portigal, author of Interviewing Users and Doorbells, Dangers and Dead Batteries. They talk about the role of the user researcher, the increasingly blurry line between design and research, design ethics, and Steve’s favourite stories from user researchers out in the field. We hope you enjoy the episode. Please drop us a review on iTunes, and if you’d like to hear more interviews and conversations like this, let us know who you’d recommend we interview. Send thoughts, suggestions and feedback on Twitter @techforgoodlive. Thanks!