A Sample UX Research Plan就?

對排隊時人們的焦慮程度和緩解焦慮方式的調(diào)查

XYZ Phone Data-Entry Usability Test

by John Smith-Kline, Usability Researcher, jskline@example.com

Stakeholders: Wanda Verdi (PM), Sam Crouch (Lead Engineer)

Last updated: 13 January 2012

By Jiming Lee, User experience researchersfrom BUPT ,& Yixin Liu，User experience researchers from BFU.

Latest undated: 15, November 2017

BackgroundSince January 2009, when the XYZ Phone was introduced to the world, particularly after its market release, journalists, bloggers, industry experts, other stakeholders and customers have privately and publicly expressed negative opinions about the XYZ Phone’s keyboard. These views suggest that the keyboard is hard to use and that it imposes a poor experience on customers. Some have claimed this as the main reason why the XYZ Phone will not succeed among business users. Over the years, several improvements have been made to data entry (such as using horizontal keyboards for most features), to no avail.

背景：

排隊是所有人選擇犧牲了一部分時間和體驗來獲得的，為了應(yīng)對某種意義上的資源緊缺和供不應(yīng)求而產(chǎn)生的更高效的處理方式。

Queueing is acquired by sacrificing all individuals' time as well as experience, while carried out to deal with the lack of resource and shortage of demand more efficiently.?

因此：

Therefore:

· When?

· 排隊的人在意識到自己被迫犧牲了優(yōu)先權(quán)后，潛意識情緒水平會變低

· 因此排隊時遇到的，平常容易處理的小摩擦時，人的情緒會更容易出現(xiàn)波動

· 波動的觸發(fā)點很多樣，例如擁擠的人群，周圍的氣味，饑餓， 嘈雜的環(huán)境，插隊，隊伍長時間靜止，身體間無意的碰撞等

· 由于排隊目標所進行的飲食/娛樂等活動帶給人的體驗通常較好，因此排隊時人們的情緒水平通常會因為對目標的期望而產(chǎn)生較大的落差，因此排隊時的情緒通常是： 暴躁，缺乏耐心，易怒的

· 根據(jù)心理學：人們?nèi)绻话丫性诒г购团u難以滿意的事件/環(huán)境時，人們就會覺得時間過得更快，而且周遭令人易怒的環(huán)境就沒那么令人厭煩了。

例子：擺放在人流量巨大的餐館門口的等位席通常有娛樂設(shè)施和小吃，商場結(jié)賬的部分通常有貨架會擺放一些小商品，地鐵排隊較長的地方通常有巨大的屏幕或者廣告

GoalsIdentify the strengths and weaknesses of data entry on the XYZ Phone, and provide opportunities for improvement.

目標：對排隊時人們的焦慮程度和緩解焦慮方式進行調(diào)查

Research Questions

調(diào)研問題：

對排隊過程中的人群進行調(diào)查，確定他們是否在排隊的過程中會感到焦慮？

這種焦慮通過具象化能否形象地表達出人的情緒波動程度？

這種焦慮會不會隨著排隊時間的推移而變得更加嚴重？

為了避免負面情緒帶來的控制，受調(diào)查用戶經(jīng)常會選擇什么方式來分散焦慮情緒？

釋放壓力后，有沒有感覺焦慮程度減輕了？

對于可行的分散注意力方式，用戶有沒有好的想法和創(chuàng)意？

Question:?

1. Are people in line anxious?

2. Can anxiousness be calculated intuitively in order to reflect ones' extent of emotion fluctuation?

3. Anxiousness increase as time in line pass?

4. Does interference / emotional release avenues leads to decrease of ones' anxiousness?

5. Compared with violent/bodily release method, would prank(goodwill) leads to a more efficent decrease in anxiousness?

Survey Factors:

location: According to the online survey about longest queue period, we choose one of the most flourshing shopping centre in the very middle of Beijing, the capital as well as the economic center of China. In the shopping centre, a milky tea store called "HI Tea" is widely known for its roaring trade ?because of the long line tha queuing for a cup of tea costs more than one and a half hour on average. Such a long peiod of waiting brings us chance to make survey on more targets as well as more obvious emotion fluctuation happened on them.?

Time: In order to aquire more investigation samples, we choose three days: Friday to Sunday, in which period does the business quarter we surveyed has the largest amount of flowrate of people. Besides, we choose three days in winter with different weather condition( Friday is sunny and warm, while Saturday is cloudy and gloomy, ?and Sunday has a freezing temperature accompanied with a strong wind. )

Survey Procedure:

[1] ascertain surveying targets

[2] indicate my identity and explain the survey goals

[3] Enquire whether informant feels anxiousness during waiting and the extent of [1-10]

[4] Explain the test method of using “high-intensity slow rebound memory sponge" to reflect ones' pressure directly perceived, and inquire informant's willing to hit the foam pillow to show his/her pressure.

[5] record the depth of fist hitting area through photos and video.

[6] Check the informant's attitute towards whether his/her pressure level decreased.?

[7] If accepterd, inquire the informant about his pressure released avenues.

[8] Ask for further innovations about the well-meaning pranks against strangers in the line.?

*Why choose" high-intensity slow rebound memory sponge":

1. convinent, directly precieved

2. clean and safe outlook that easy for people to comprehend and accept.

3. seems interesting: will attract more potential informants for survey.

4. less consideration about test avenue leads to a more nature condition of informants in test, which broughts up with more confirming results.?

5. specital materials for longer time in maintaining hitted condition leads to more accurate outcomes in photos.

Why he/she is interviewed:

1. mobile phones are more frequently used by yongsters as well as adults under 35 years old, which groups are also the large partial of samples in our samples.?

2. Female informants are more likely to accept oral investigation, while male targets provides more sponge-hitting samples.?

3. people come out with companies are more likely to accept interview, as refusing seems impolite when queueing not alone.?

Other findings we've got from the investigation:

· Restricted in similar age groups and gender, Individuals in the beginning and end of the line are less anxious, while the middle of the team reflects more anxious attitude.?

· Most of niformants showed irritation with no exact target, while a little part showed their dissatisfaction against noisy groupscules or little kids.?

·Without conspicuous target to release ones' fury, most informants regard trolls and pranks with comedic factors as better solution in releasing pressure compared with violent measures.?

調(diào)研方法

【1】首先選取調(diào)查對象，表明自己身份，然后詢問調(diào)查對象是否有感到煩躁。

【2】然后對對象的排隊時間，是否有人一起，和年齡進行詢問

【3】之后表明調(diào)查內(nèi)容，詢問是否愿意將壓力通過擊打海綿的方式進行具象化

【4】如果愿意對海綿進行擊打，進行錄制和留下痕跡深度的測量

【5】之后詢問用戶是否又感到焦慮程度降低了

【6】如果用戶愿意接受進一步調(diào)查，詢問用戶在排隊時為了避免焦慮的消遣方式是什么

【7】如果利用手機APP進行消遣，用戶有沒有好的想法和創(chuàng)意

ParticipantsThese are the primary characteristics of the study’s participants:

[if !supportLists]·[endif]Business user,

[if !supportLists]·[endif]Age 22 to 55,

[if !supportLists]·[endif]Never used an XYZ Phone,

[if !supportLists]·[endif]Expressed interest in learning more about or purchasing an XYZ Phone,

[if !supportLists]·[endif]Uses the Web at least 10 hours a week.

[Link to a draft screener]

參與調(diào)查的對象：

【1】 廣告設(shè)計從業(yè)者 男

【2】 小朋友和家長 女

【3】 大學生和舍友 男

【4】 青年情侶

【5】 大學生 女

【6】美食博主 女

.......

Schedule

[if !supportLists]·[endif]Recruiting: begins on November 12

[if !supportLists]·[endif]Study day: November 22

[if !supportLists]·[endif]Results delivery: December 2

調(diào)研結(jié)果：

圖片 痕跡深度 表情

結(jié)論1： 排隊時大部分人都有焦躁情緒，其中年輕人和單獨出行的人尤甚

結(jié)論2： 隨著排隊的時間變長，大部分人會變得更加焦慮，而這種情緒通常體現(xiàn)在和周圍人的摩擦和小動作上

結(jié)論3： 周圍如果有孩子，造成的吵鬧和不便往往使人更容易焦躁

結(jié)論4： 大部分人會在排隊時利用手機瀏覽碎片化信息或打開社交軟件和游戲來消磨時間

結(jié)論5： 通常調(diào)查得出憤怒值越高的人，對墊子造成的痕跡越深（和性別有關(guān)）

結(jié)論6： 在進行了發(fā)泄后，大部分人的心情有輕微好轉(zhuǎn)，但女性更傾向于用內(nèi)涵和不被別人發(fā)掘的方式發(fā)泄該情緒

結(jié)論7： 大部分調(diào)查用戶對制作一款排隊時的解壓App表示贊同，但同時也表示希望能保證自己和他人的隱私性

結(jié)論8： 部分用戶提出了一些靈感和創(chuàng)意，如下：

.........

補充：

對調(diào)查用戶的選擇：

確定調(diào)研周期為3天-----組員分工確定每個人在采訪時的流程和要說的話-----確定調(diào)查地點在北京最繁華的商業(yè)區(qū)三里屯，選擇了網(wǎng)絡(luò)上關(guān)于“排隊”討論熱度最高的“喜茶”奶茶店，并選擇了周五-周日三天，平均人流密度最大的時間段：下午2點-晚上8點

經(jīng)過三天的取證，我們共獲得了180份調(diào)查樣本，包括詢問的“年齡，職業(yè)，情緒是否焦慮和發(fā)泄后是否緩解等問題。此外也包括手動記錄下的性別，照片記錄的發(fā)泄強度， 和視頻記錄的整個流程。

在180名實驗對象中，我們選擇了107名女性和73名男性，其中約60%的受訪者為18-40歲之間，20%為<18歲的未成年人，剩余20%的受訪者年齡在40歲及以上。

受訪者中有66人獨自前來排隊，89人和同伴一起排隊，25人表示在獨自排隊但有同行的同伴。

在該180名受訪者中，有146位愿意透露自己的職業(yè)，剩余的34名受訪者表示自己的職業(yè)不方便透露/暫時沒有職業(yè)

在146位透露自己職業(yè)的受訪者中，有81位學生，其中包括19位中學生和62位大學生及以上學歷。

剩余的65位透露了自己職業(yè)的受訪者中，有10位金融行業(yè)從業(yè)者，16位設(shè)計行業(yè)從業(yè)者，21位互聯(lián)網(wǎng)相關(guān)行業(yè)從業(yè)者和18位公關(guān)/國家機關(guān)從業(yè)者。該人員比例基本與附近CBD中大型企業(yè)的員工比例接近。

在接受調(diào)查的用戶人群中，有90%+的受訪者表示自己會經(jīng)常使用手機，并且在空閑時會拿出手機消磨時間。83%的單人受訪者表示會在排隊的過程中使用手機， 而60%的和人同行的受訪者表示即使會和同伴進行聊天，但在無聊的時候還是會拿出手機。

在所有接受調(diào)查的用戶中，近80%的用戶表達自己在排隊時有焦慮的情感，而其中大部分用戶（70%)同意接受我們的調(diào)查，而且選擇在墊子上進行擊打以發(fā)泄。在進行發(fā)泄的155分樣本中，我們也根據(jù)受訪者的年齡/性別和身高等數(shù)據(jù)對每個人的焦躁程度進行了量化。

分析結(jié)論能得到的小tips：

相比于容易接受的天氣，酷暑/嚴寒/大風等天氣更容易使人焦躁（三天的溫度和風力做對比）

相比于身高夠高的人，身高不夠的小朋友會因為無法被周圍的景觀分散精力等原因變得更容易焦慮和悲傷（拍了一組抱小孩家長的照片）

相比于下午和晚飯后的”逛街“時間段，在吃飯時間段購買喜茶的用戶更容易焦慮（不易接受調(diào)查，想要去吃飯的地方排隊和饑餓等因素使得他們的心理波動更大。）