You can Observe a lot just by watching - Yogi Berra
「熟悉使用者」通常是設計流程中一個適當的起點。
Pay attention to all the artifacts
Look for workarounds & hacks
"Errors" are a goldmine
+Participant Observation
+Kuniavsky, Observing the User Experience
+Beyer & Holtzblatt, Contextual Design
除了觀察，訪談通常也對設計流程有很多幫助。
(may not be ideal, but better than
nothing)
假設我們想針對醫生設計一套系統，也許我們找不到很多醫生來訪問，但我們也許可以找到一些醫學院的學生來代替醫生成為受訪者；也許不理想，但有總比沒有好。
“The trick to finding ideas is to convince yourself that everyone and everything has a story to tell.
I say trick, but what I really mean is challenge, because it’s a very hard thing to do.
Shampoo doesn’t seem interesting? Well, dammit, it must be, and if it isn’t,
I have to believe that it will ultimately lead me [to something] that is.”
“The other trick to finding ideas is figuring out the difference between power and knowledge.
You don’t start at the top if you want to find the story.
You start in the middle, because it’s the people in the middle who do the actual work in the world.
My friend Dave, who taught me about ketchup, is a middle guy.
He’s worked on ketchup. That’s how he knows about it.
People at the top are self-conscious about what they say (and rightfully so) because they have position and privilege to protect — and self consciousness is the enemy of ‘interestingness.’”
“In ‘The Pitchman’ you’ll meet Arnold Morris, who gave me the pitch for the ‘Dial-O-Matic’ vegetable slicer one summer day in his kitchen on the Jersey Shore: ‘Come on over, folks.
I’m going to show you the most amazing slicing machine you have ever seen in your life,’ he began.
He picked up a package of barbecue spices and used it as a prop.
‘Take a look at this!’ He held it in the air as if he were holding up a Tiffany vase.
That’s where you find stories, in someone’s kitchen on the Jersey Shore.”
The more open-ended your questions are, the more interesting the answers that you’ll get.
(針對leading questions，人們傾向回答Yes)
You may get a quick answer at first. Let some silence happen. After a few seconds, you’ll hear the second story. And the second story is often a lot more interesting.
Experience sampling, like diary studies, is useful for aggregating information across lots of people.
Related to lead users are what we might call “extreme users”.
Think about something like email. All of us get a lot of email, but some of us get a lot more than others.
Those people who get a whole lot of email, far more than the average person, they’re extreme users from the vantage point of email.
And we can often learn things from those extreme users — how they handle thousands of messages a day, for example — that we might then be able to encapsulate and make available to all users and help everyone.
+Additional Needfinding Strategies
At least for me, that says we ought to have a really good sense of what the existing situations are and what preferred means for us. “preferred” has to do with both the user’s goals and your point of view as a designer.
