Note Taking for UX Research

Note Taking for Research

Note taking is a crucial skill in research, serving as the initial step in transforming observations into research data that can be analyzed to produce insights for software improvement. Effective notes facilitate easier and more insightful analysis.

Qualities of a Good Note

A good research note should be:

  • Concise: Capture only the essential information, ideally fitting onto a post-it note.

  • Contextual: Provide enough detail about the observation, including when and where it occurred, so anyone can understand it, even without having been present during the research.

  • Accurate: Precisely record what happened and what was said, avoiding personal interpretations.

Examples of Note Improvement

  • Poor Note: Call to action missed.

    • Problem: Lacks context about which call to action and where it was located.

  • Improved Note: User didn't notice the \"search flight\" CTA on the homepage.

    • Improvement: Specifies the CTA and its location, providing necessary context.

  • Poor Note: Participant doesn't like the new navigation.

    • Problem: Represents an interpretation, not an accurate observation.

  • Improved Note: Participant paused for 10 to 15 seconds on seeing the new navigation.

    • Improvement: Sticks to observable facts.

Types of Observations to Capture

Focus notes on:

  • Context

  • Goals

  • Behaviors

  • Pain Points

These elements help to understand users and improve software design.

Context

Context involves understanding the environment in which the product is used. For example, when researching an airline website:

  • The user rarely travels alone, often with family or friends.

  • She needs to coordinate dates, times, and prices with companions, which can take weeks.

  • She uses aggregator websites like Skyscanner for new destinations or when there are many flight options.

Goals

Goals include both high-level objectives and secondary micro-goals. For example:

  • High-Level Goal: To book a flight. *Implication: The user's initial goal might be to check dates/prices, discuss alternatives, and later return to book.

    • Micro-Goals: Specific tasks within the booking process.

      • Seeing only direct flights.

      • Understanding baggage carry-on rules.

      • Confirming the final price inclusive of all taxes/fees.

Behaviors

Behaviors are physical actions taken by the user. Focus on relevant behaviors, not every action. Ask \"so what?\" to determine relevance.

  • Helpful Notes:

    • User ignored the more expensive flight options.

    • User skipped the option to pay for seat selection.

    • User selected the free hand luggage option immediately.

    • Insight: These behaviors suggest a focus on speed and cost.

  • Unhelpful Notes:

    • User clicked the search button.

    • User scrolled down the screen.

    • User moved to the next screen.

    • Insight: These actions are routine and don't offer significant insights.

Pain Points

Pain points are problems or issues encountered, obstructing the user experience. Examples include:

  • User couldn't find where to add a promo code.

  • User wasn't sure if the price included luggage.

  • User couldn't find where to contact customer support.

Pain points relate to goals and behaviors, preventing goal achievement or causing inefficient behaviors.

Note-Taking Tips

  • Don't worry too much about categorizing notes as context, goals, behaviors, or pain points during the note-taking process.

  • Focus on capturing the information; categorization and analysis come later.

  • It's better to take too many notes than too few.

  • Use physical or virtual post-it notes (like Miro) for easier analysis.

When to Take Notes

  • Ideally, take notes after the usability test using the recording.

  • Experienced moderators may take notes during the session, but engagement with the user is the priority.

  • Review recordings to catch missed details.

  • Having multiple observers taking notes provides a more comprehensive view.