The speaker says training for the Samaritans changed his mindset toward active listening rather than telling people what to do. The speaker describes active listening as focusing on people rather than imposing views about what they should do. The speaker says people working together can fall into a groupthink mentality in which everyone assumes their company is the best in its market. The speaker points to the Government Digital Service as an example of an organisation tuned to users because its people spend time watching users test products.
People
Kevin O'Neill
Methods
Stakeholder MappingIdentifying people and groups who influence or are affected by a product or project, and clarifying their interests, power and relationships so engagement and decisions can be planned deliberately.
Usability TestingUsability testing reveals where people struggle while attempting realistic tasks with a prototype or service. In a moderated session, a researcher observes the participant and may ask them to explain their thinking. Use it to investigate confusing language, layouts or interactions and identify improvements. Agree research questions, recruit likely users and prepare believable tasks that do not reveal the solution. Explain that the service is being tested, then mostly watch and listen rather than guiding participants. Record observations and follow up on unclear behaviour. Plan accessible sessions, including participants’ own assistive technology when appropriate.