Cool stuff and UX resources

< Back to newsletters

Into the abyss...

Every year about this time we update HFI's Putting Research Into Practice course. And every year about this time we find ourselves faced with the same challenge – how can we effectively bridge the gap between what researchers study and what practitioners want to know.

Actually it's not just a gap that separates what (most) researchers study at and what most practitioners want...it's more like an abyss.

Practitioners, like users, want it to be easy.

Practitioners want research to solve a problem, or justify a specific design or business decision.

  • Where should this button go?
  • What research method should I use?
  • What color should this box be?
  • What is the best label for...?
  • How many participants do I need to test... really?
  • What should I read / study / learn to become a better practitioner?

The most ruthless practitioners think of research as useful when it is essentially a set of bake-offs.

Researchers tend to think more broadly, focusing on abstract questions that seek to describe the system and the variables that work within it. The answers to questions that researchers explore is often neither immediate nor concrete:

  • How can I extend the GOMS model to accommodate... X?
  • What is the role of personality in risk assessment that influences likelihood to convert?

There is a necessary connection between theory and practice. But there is also a difference between the two. And that difference, as van de Snepscheut said, is larger in practice than it is in theory.

Details, details

To be fair, research papers are not really written for practitioners. They are peer-to-peer conversations amongst researchers. Researchers and practitioners have different information needs and goals. And this mismatch makes the literature essentially unusable for practitioners. Details that are keenly relevant to researchers are just details to practitioners. There is too much work involved to make the leap from research to reality. Even industry leaders indicate that research is often unengaging – "I would probably rather curl up with a good detective story than with a bad research paper. OK, I would rather read any detective story than nearly any research paper." (Jarrett, Journal of Usability Studies, 2007)

It seems fair to say that researchers and practitioners are different user groups with different tasks and different objectives. Researchers want to know (and, as such, their papers convey) the logic driving to the method and the analysis driving to the conclusion. Practitioners just want to know the conclusion and how it solves a problem in their world. Today.

Take a step back.
Have you ever sat through a usability testing presentation where the first third of the presentation is spent (re)selling usability and setting up the project, covering the details of the methods, data collection approaches? Where the first actual findings come 20 minutes into the presentation? Where the design recommendations come later? And where the prioritized solutions are on the last slide? Kinda ironic, don'tcha think...?

Practitioner, hear thyself

Cooke and Mings (2005) observed this gap between the approach and focus that practitioners have, and the answers that the industry wants and needs. To gain an understanding of how to close the gap, they conducted in-depth interviews with (non-usability) professionals involved in product design, development and documentation lifecycles at a major software organization.

As should be expected, they found that individuals who focus on usability tend to focus on... details of usability. While the details are important, and knowledge of (benefits of) methods are core skills, conveying the findings – better yet, the solution – rather than the analysis leading to the selection of a method is really what clients are looking for. Based on their research, the authors identified key skills that drive UX success in the "real world."

  • Effective practitioners need to be able to identify, diagnose and execute a correct solution quickly.
  • Practitioners need to know which methods are out there and when to apply which, and just do it.
  • Practitioners should be able to articulate the tradeoffs for favoring a specific method based on the business perspective. This means balancing the quality of the data against constraints like:
    • How much will the various approaches cost to deploy?
    • Which is fastest given our current state?
    • Which is the most powerful but least expensive data we can get to make the case (e.g., quantitative, qualitative)
  • Practitioners need to provide concrete recommendations, not problems and findings. And the earlier the recommendations come, the better.
  • Conversely, practitioners need to set up and provide longitudinal metrics on how a product or interface fares over subsequent updates and releases.

What your listeners want to hear...?

Finally, Ming and Cooke note that practitioners need to sell in business terms. They suggest that practitioners (and training programs) should hone negotiation and audience monitoring skills, and the ability to recognize when there is a gap between what is being presented and what the audience is seeking. After all, the business wants answers: What do we do? How to do it? What is the projected business impact (ROI) of making such changes? They aren't always as interested in the method and data that lead up to that solution.

Such a cut-past-the-chase approach can be difficult for practitioners. The chase is the fun part, right? And, the answers the business guys want ARE in the presentations.

But from business guys' perspective, there are all those other details to wade (wait?) through... Why that method?... What are the logical steps for driving from data to recommendation... Presentations seem designed for like-minded peers, not the intended end users.

Sound familiar? Back to reading research papers, so we can give you what you want...

References

Cooke, L. and Mings, S., (2005). Connecting Usability Education and Research With Industry Needs and Practices, IEEE Transactions on Professional Communications, Vol. 48, No. 3.

Message from the CEO, Dr. Eric Schaffer — The Pragmatic Ergonomist

Leave a comment here

Reader comments

Dawn Barber
SUPERVALU

With all due respect (and I mean that), is the term "gap" in this article a leading term? Perhaps replace "gap" with "overlap". For instance, Arnie Lund has said in his Journal of Usability Studies titled, Post Post-Modern Usability "...post post-modern usability is about shaping a practice that is a synthesis of the understanding of the user and context, and the growing understanding of the principles of how people interact with the world."

Your section titled, Practitioners, hear thyself... I fully agree with your bulleted list. On one of my projects, it was gratifying to hear a PM say, "If I'm on a project without usability, then I'm entering it as a project risk right away." It's funny though! While having met many successes doing the very things in your bulleted list, there will always be resistance to usability. The logic, ROI or the editing of usability jargon won't change the "real world". That's just too easy – it wants results and it doesn't matter how they get it!

Thanks for an engaging article!

Konrad

I agree with this. However, unless the problem is familiar to the business or clearly visible, we may not have enough credibility without describing the methodology. But we should still do it in business terms.

Romeu Bessa
Iowa State University

Thanks for writing this article. The issue of how to link research, practice, and client's needs has motivated me for many years. How I have addressed this has changed, but in the end the inter-dynamics between different communities of practice has always dictated what could and what could not be accomplished.

My background is in art. In the mid to late 80's I started thinking about the impact that computers would have on some traditional art media, in particular painting and printmaking. I went through an MA and an MFA program at two different universities thinking about this, participating in interdisciplinary research labs, and articulating responses to what I anticipated would be a major crisis. But research, practice and users' needs seemed to be out of sinc, and resistances persisted despite the exponential development in digital technology.

Twenty years later I am finishing a PhD in Human-Computer Interaction and this issue is now at the center of my attention. Ironically, but seriously, my challenge now is to find ways to put my research into practice.

Subscribe

Sign up to get our Newsletter delivered straight to your inbox

Follow us

© 1996-2018 Human Factors International, Inc. All rights reserved | Privacy policy | Terms and conditions for public training courses

Privacy policy

Reviewed: 18 Mar 2014

This Privacy Policy governs the manner in which Human Factors International, Inc., an Iowa corporation (“HFI”) collects, uses, maintains and discloses information collected from users (each, a “User”) of its humanfactors.com website and any derivative or affiliated websites on which this Privacy Policy is posted (collectively, the “Website”). HFI reserves the right, at its discretion, to change, modify, add or remove portions of this Privacy Policy at any time by posting such changes to this page. You understand that you have the affirmative obligation to check this Privacy Policy periodically for changes, and you hereby agree to periodically review this Privacy Policy for such changes. The continued use of the Website following the posting of changes to this Privacy Policy constitutes an acceptance of those changes.

Cookies

HFI may use “cookies” or “web beacons” to track how Users use the Website. A cookie is a piece of software that a web server can store on Users’ PCs and use to identify Users should they visit the Website again. Users may adjust their web browser software if they do not wish to accept cookies. To withdraw your consent after accepting a cookie, delete the cookie from your computer.

Privacy

HFI believes that every User should know how it utilizes the information collected from Users. The Website is not directed at children under 13 years of age, and HFI does not knowingly collect personally identifiable information from children under 13 years of age online. Please note that the Website may contain links to other websites. These linked sites may not be operated or controlled by HFI. HFI is not responsible for the privacy practices of these or any other websites, and you access these websites entirely at your own risk. HFI recommends that you review the privacy practices of any other websites that you choose to visit.

HFI is based, and this website is hosted, in the United States of America. If User is from the European Union or other regions of the world with laws governing data collection and use that may differ from U.S. law and User is registering an account on the Website, visiting the Website, purchasing products or services from HFI or the Website, or otherwise using the Website, please note that any personally identifiable information that User provides to HFI will be transferred to the United States. Any such personally identifiable information provided will be processed and stored in the United States by HFI or a service provider acting on its behalf. By providing your personally identifiable information, User hereby specifically and expressly consents to such transfer and processing and the uses and disclosures set forth herein.

In the course of its business, HFI may perform expert reviews, usability testing, and other consulting work where personal privacy is a concern. HFI believes in the importance of protecting personal information, and may use measures to provide this protection, including, but not limited to, using consent forms for participants or “dummy” test data.

The Information HFI Collects

Users browsing the Website without registering an account or affirmatively providing personally identifiable information to HFI do so anonymously. Otherwise, HFI may collect personally identifiable information from Users in a variety of ways. Personally identifiable information may include, without limitation, (i)contact data (such as a User’s name, mailing and e-mail addresses, and phone number); (ii)demographic data (such as a User’s zip code, age and income); (iii) financial information collected to process purchases made from HFI via the Website or otherwise (such as credit card, debit card or other payment information); (iv) other information requested during the account registration process; and (v) other information requested by our service vendors in order to provide their services. If a User communicates with HFI by e-mail or otherwise, posts messages to any forums, completes online forms, surveys or entries or otherwise interacts with or uses the features on the Website, any information provided in such communications may be collected by HFI. HFI may also collect information about how Users use the Website, for example, by tracking the number of unique views received by the pages of the Website, or the domains and IP addresses from which Users originate. While not all of the information that HFI collects from Users is personally identifiable, it may be associated with personally identifiable information that Users provide HFI through the Website or otherwise. HFI may provide ways that the User can opt out of receiving certain information from HFI. If the User opts out of certain services, User information may still be collected for those services to which the User elects to subscribe. For those elected services, this Privacy Policy will apply.

How HFI Uses Information

HFI may use personally identifiable information collected through the Website for the specific purposes for which the information was collected, to process purchases and sales of products or services offered via the Website if any, to contact Users regarding products and services offered by HFI, its parent, subsidiary and other related companies in order to otherwise to enhance Users’ experience with HFI. HFI may also use information collected through the Website for research regarding the effectiveness of the Website and the business planning, marketing, advertising and sales efforts of HFI. HFI does not sell any User information under any circumstances.

Disclosure of Information

HFI may disclose personally identifiable information collected from Users to its parent, subsidiary and other related companies to use the information for the purposes outlined above, as necessary to provide the services offered by HFI and to provide the Website itself, and for the specific purposes for which the information was collected. HFI may disclose personally identifiable information at the request of law enforcement or governmental agencies or in response to subpoenas, court orders or other legal process, to establish, protect or exercise HFI’s legal or other rights or to defend against a legal claim or as otherwise required or allowed by law. HFI may disclose personally identifiable information in order to protect the rights, property or safety of a User or any other person. HFI may disclose personally identifiable information to investigate or prevent a violation by User of any contractual or other relationship with HFI or the perpetration of any illegal or harmful activity. HFI may also disclose aggregate, anonymous data based on information collected from Users to investors and potential partners. Finally, HFI may disclose or transfer personally identifiable information collected from Users in connection with or in contemplation of a sale of its assets or business or a merger, consolidation or other reorganization of its business.

Personal Information as Provided by User

If a User includes such User’s personally identifiable information as part of the User posting to the Website, such information may be made available to any parties using the Website. HFI does not edit or otherwise remove such information from User information before it is posted on the Website. If a User does not wish to have such User’s personally identifiable information made available in this manner, such User must remove any such information before posting. HFI is not liable for any damages caused or incurred due to personally identifiable information made available in the foregoing manners. For example, a User posts on an HFI-administered forum would be considered Personal Information as provided by User and subject to the terms of this section.

Security of Information

Information about Users that is maintained on HFI’s systems or those of its service providers is protected using industry standard security measures. However, no security measures are perfect or impenetrable, and HFI cannot guarantee that the information submitted to, maintained on or transmitted from its systems will be completely secure. HFI is not responsible for the circumvention of any privacy settings or security measures relating to the Website by any Users or third parties.

Correcting, Updating, Accessing or Removing Personal Information

If a User’s personally identifiable information changes, or if a User no longer desires to receive non-account specific information from HFI, HFI will endeavor to provide a way to correct, update and/or remove that User’s previously-provided personal data. This can be done by emailing a request to HFI at hfi@humanfactors.com. Additionally, you may request access to the personally identifiable information as collected by HFI by sending a request to HFI as set forth above. Please note that in certain circumstances, HFI may not be able to completely remove a User’s information from its systems. For example, HFI may retain a User’s personal information for legitimate business purposes, if it may be necessary to prevent fraud or future abuse, for account recovery purposes, if required by law or as retained in HFI’s data backup systems or cached or archived pages. All retained personally identifiable information will continue to be subject to the terms of the Privacy Policy to which the User has previously agreed.

Contacting HFI

If you have any questions or comments about this Privacy Policy, you may contact HFI via any of the following methods:
Human Factors International, Inc.
PO Box 2020
1680 highway 1, STE 3600
Fairfield IA 52556
hfi@humanfactors.com
(800) 242-4480

Terms and Conditions for Public Training Courses

Reviewed: 18 Mar 2014

Cancellation of Course by HFI

HFI reserves the right to cancel any course up to 14 (fourteen) days prior to the first day of the course. Registrants will be promptly notified and will receive a full refund or be transferred to the equivalent class of their choice within a 12-month period. HFI is not responsible for travel expenses or any costs that may be incurred as a result of cancellations.

Cancellation of Course by Participants (All regions except India)

$100 processing fee if cancelling within two weeks of course start date.

Cancellation / Transfer by Participants (India)

4 Pack + Exam registration: Rs. 10,000 per participant processing fee (to be paid by the participant) if cancelling or transferring the course (4 Pack-CUA/CXA) registration before three weeks from the course start date. No refund or carry forward of the course fees if cancelling or transferring the course registration within three weeks before the course start date.

Cancellation / Transfer by Participants (Online Courses)

$100 processing fee if cancelling within two weeks of course start date. No cancellations or refunds less than two weeks prior to the first course start date.

Individual Modules: Rs. 3,000 per participant ‘per module’ processing fee (to be paid by the participant) if cancelling or transferring the course (any Individual HFI course) registration before three weeks from the course start date. No refund or carry forward of the course fees if cancelling or transferring the course registration within three weeks before the course start date.

Exam: Rs. 3,000 per participant processing fee (to be paid by the participant) if cancelling or transferring the pre agreed CUA/CXA exam date before three weeks from the examination date. No refund or carry forward of the exam fees if requesting/cancelling or transferring the CUA/CXA exam within three weeks before the examination date.

No Recording Permitted

There will be no audio or video recording allowed in class. Students who have any disability that might affect their performance in this class are encouraged to speak with the instructor at the beginning of the class.

Course Materials Copyright

The course and training materials and all other handouts provided by HFI during the course are published, copyrighted works proprietary and owned exclusively by HFI. The course participant does not acquire title nor ownership rights in any of these materials. Further the course participant agrees not to reproduce, modify, and/or convert to electronic format (i.e., softcopy) any of the materials received from or provided by HFI. The materials provided in the class are for the sole use of the class participant. HFI does not provide the materials in electronic format to the participants in public or onsite courses.