Effective communication in the tech industry often falls short due to a tendency towards condescension when explaining new concepts to users. This assumption that everyone possesses a foundational understanding of technology can alienate those who actually use it. Moreover, there's an expectation for users to adapt seamlessly to redesigned interfaces, disregarding the challenges they may face in changing habits or navigating new systems.
Unfortunately, the voices of the most frequent users are frequently overlooked, with user studies being among the first things to get cut because of budget and time constraints. The prioritization of marketing towards professionals often sidelines the importance of products that are also easy to pick up. Yet, transitioning from familiar tools like keyboards to touch screens can be a source of immense frustration for users.
This hesitance for more embodied prototyping may come from a corporate perspective that views this kind of user research as rather abstract and unnecessary. Similar to a theatrical performance rather than a serious study. That’s why companies may be unwilling to invest in research that they perceive as difficult to sell to clients.
The timing of prototyping is crucial, dictating what aspects of a product are tested and how they are developed. However, the process of creating personas, while potentially valuable, must be approached with caution, as they are often full of assumptions and stereotypes. To counteract these biases and to gain deeper insights into user perspectives, role-playing exercises can be valuable. By embodying opposing viewpoints, participants can better perceive their own biases and develop a deeper understanding of user needs.
In-depth studies, such as cultural probes, offer a more comprehensive understanding of users' lives over an extended period. These probes, distributed to participants to document their experiences, provide fragmented yet valuable insights. However, they require significant time and effort to set up and analyze, making them a considerable investment in understanding user behaviour and preferences.