Next speaker is Ally Tutkaluk — When interview questions hit too close to home.
#uxaustralia #uxaustralia2020
#uxaustralia #uxaustralia2020
Ally works for the Leukaemia Foundation and todays presentation is about the website redesign after the merger of two cancer groups.
Ally found that the nature of the product, a blood cancer information site, was a little different from an e-commerce.
They had to figure out how they could ask questions sensitively with people affected by a life threatening illness.
They had to figure out how they could ask questions sensitively with people affected by a life threatening illness.
How did they do this?
1. Homework
Recruit loosely...kinda
Blood cancer has a wide spectrum of patient groups - people in the middle of treatment, people suffering chronic anxiety, and people who are post treatment.
1. Homework
Recruit loosely...kinda
Blood cancer has a wide spectrum of patient groups - people in the middle of treatment, people suffering chronic anxiety, and people who are post treatment.
They defined 'no-go' zones — so not recruiting people in the middle of their treatment and the looking at questions to make sure they wouldn't be causing any undue stress.
2. Tweak your questions
From their initial form, the questions were iterated on after each interview depending on whether they were patients or related to patients.
From their initial form, the questions were iterated on after each interview depending on whether they were patients or related to patients.
"You have been diagnosed with blood cancer. Find information o how to manage work."
This was too confronting.
Changed to:
"Reflecting back on when you were diagnosed. Can you find information on how to manager work"
This was too confronting.
Changed to:
"Reflecting back on when you were diagnosed. Can you find information on how to manager work"
3. View your prototype with a different eye.
Make sure you check that there's nothing too confronting in the prototype that will impact the participants — stats and figures that might upset participants can easily be removed and still ensure good results in testing.
Make sure you check that there's nothing too confronting in the prototype that will impact the participants — stats and figures that might upset participants can easily be removed and still ensure good results in testing.
4. Be a good human
Build rapport in the interview, keep the same point of contact for users through the whole process
Be flexible with taking breaks
Consider trigger warnings
If someone does become upset, let a staff member know after the interview to support the participant
Build rapport in the interview, keep the same point of contact for users through the whole process
Be flexible with taking breaks
Consider trigger warnings
If someone does become upset, let a staff member know after the interview to support the participant
Make sure that someone has spoken to the participant the day before the sessions to see how they are and if it's still good for them to come into your session
Use your colleagues to assess the questions you've written. Get second opinions on how the session should be run. Close the loop with participants, let them know that the site's gone live.
@threadreaderapp unroll please!
