How did this exercise help you build empathy with prospective users?
The way of building empathy with prospective users is mainly to figure out the motivation, interests needs and frustration of the users through interview, and then classify those information into mainly three hierarchy to put forward the essence of the user’s needs. While I think such way is quite logical and efficient to thoroughly and reasonably understand the need of the prospective users by sort out all the information from the user’s perspective step by step.
Nevertheless, from the first experience, I think it challenge to even capture the basic information I need to further analysis. For example, both my group member and me capture the idea that the user does not like rental car. we could not get further speculation by such information we though was important. Then I realize it is important that we should highlight the “want” and “don’t want” but in the meantime the reason and problem in mind.
Only when we clearly understand what kind of information should be captured and help to find the implication can we efficiently and accurately build empathy with prospective users through the affinity diagram.
How did the clustering of information help you to understand user needs?
I think the information, firstly, are high value as they are concise summary of word to be easily understood and analyzed. Secondly the gathering various information abstracted from different observers help to find a much more comprehensive idea of what people need the most as I think people will have different understanding even to the same interview based on their own experience, such way can minimize the misunderstanding of information. Thirdly, and the most importantly is that the information from various interviewers can help to find the similar interests and needs and put forward the most potential and successful solution to meet most of people’s need.
What was difficult or challenging with the technique? How would you do it better next time?
As mentioned in the first question, it is important to know what kind of information is needed to make the further implication, this requires the logical analysis and summary skills as we should write down only a few words to help us make the further analysis which must be quite concise and accurate.
Secondly, it is also not easy to summary the information we get and conclude a central need of the prospective users as some information are vague not simply because of the lack of information it sates but also the relationship between the information.
Lastly, it also requires confident for the observers, for me, the first time I did such exercise I did not know what to write down even some information I think was useful or relevant.
I always believe that “practice makes perfect”, after the first exercise, I understand that in the first step we should confidently abstract all the information we think are useful even some of them later proved to be not. And with several time of such summary and analysis, I believe I will become increasingly clear in abstracting the useful information and how to sort the gathering information into group and put forward the essential idea we need.
[will upload the image when the space is available]