The Problem Space is where we go to learn about our users’ problems so we can design and develop meaningful and profitable solutions to solve these problems. It’s also where we go to learn about our companies, our employees/coworkers, and ourselves, so we can create the best organizational conditions for success.
Uncovering stakeholder perspectives on research, revisiting systems thinking, and emotion, attention and UX
What's on my mind
Are you considering investing in a research function, whether it's a contract or full-time role?
Researchers coming into organizations for the first time learn quickly to use their research skills to better understand the internal environment, instead of focusing solely on users and customers.
In my article How to uncover stakeholder perspectives on research, I propose some ways to get to know key stakeholders.
In a nutshell, here are some best practices:
- Study stakeholders in both one-to-one and group settings
- Repeat observations over time, as rapidly scaling tech companies will undoubtedly evolve their perspective with the introduction of new team members
- Iterate regularly, and apply these internal insights to the research practice
Read the whole article here: How to uncover stakeholder perspectives on research
Revisiting systems thinking
I recently discovered Larry Swanson's podcast Content Strategy Insights. He interviewed Sheryl Cababa about her book, Closing the Loop, the one I reviewed for Rosenfeld Media. I love these moments of connection!
Larry is an intuitive interviewer and although I already read the book, I was compelled to jot down some notes:
- Systems thinking is often used together with organizational change management
- It's not about learning a new practice, but cultivating a new mindset
- It teaches you to expand the stakeholders included in your decision-making process
- It's about understanding the status quo today…and understanding the problem space so you know where you can actually make change
- The point of tools like diagrams is to provide analysis and alignment with your stakeholders - not using tools for the sake of tools
The systems thinking approach keeps coming back to me. It's an inspiring and inclusive way to view the problem space.
A nod to my academic past
I spent 15 years as an academic researcher before pivoting to in-house roles in tech and now solopreneurship. That's why I get excited about other applied research practitioners who connect academic theory to work in organizational settings.
Case in point: Maria Panagiotidi writes a Substack called UX Psychology, and she recently posted an article called Feeling the Design: The interplay between emotion and attention, and its effect on UX. Maria wants us to consider the importance of users' emotional states when designing products.
When I read her article, what immediately came to mind is the importance of context in this situation. There are "the emotional touchpoints users may experience during their interactions with the product" but then there's the user's pre-existing emotional state when they come in contact with the product.
Take these two examples:
- Person 1 is walking through the airport and they just heard their flight is canceled. They open their airline's app to try to rebook ASAP. This person is in a negative emotional state.
- Person 2 is at home on the couch, searching for flights on the same app to their dream holiday destination. This person is in a positive emotional state.
According to the research cited by Maria, flight search for person 1 should prioritize functional aspects, but flight search for person 2 could mean emphasizing aesthetic elements.
Maria's post is such a great example of how we need to understand the full context of the user experience, not just how they navigate the app.
The Problem Space
The Problem Space is where we go to learn about our users’ problems so we can design and develop meaningful and profitable solutions to solve these problems. It’s also where we go to learn about our companies, our employees/coworkers, and ourselves, so we can create the best organizational conditions for success.
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