Clarify the basics
Design research can feel overwhelming, even to people who’ve done it before! Clarify the basics with your team before you dive in.
What it is
Design research explores possibilities, tests assumptions, and reduces risk by actively and systematically engaging with the world. It includes qualitative and quantitative methods, investigating tools and systems, and interacting with members of the public.
All 18F teams do design research. Design involves continuous decision making, and those decisions are made better when they’re informed by end-user perspectives. As a result, we’re committed to continuous research. Rather than seeing designed products or services themselves as the goal, we view the products or services we’re designing as the result of our continued effort to identify, understand, and address user needs.
A team activity
Because a collaborative approach increases the team’s overall empathy and efficiency, research is best done as a team activity. This means the entire team, including your agency partners, shares responsibility for:
On any given project you should only include the research activities that will inform the decisions you plan to make. Broadly speaking, 18F research falls into three categories:
Foundational research is the research you do to identify and clarify the team’s objectives, assumptions, and constraints. This includes stakeholder interviews, secondary research, and workshops. Foundational research is primarily (though not exclusively) the domain of 18F Path Analysis engagements and results in, among other things, a problem statement.
Generative research helps you better frame the problem(s) you’re solving, spark new ideas, and reveal opportunities. Generative research helps you ask:
- What are our users’ goals, behaviors, and pain points?
- What is their context?
- How might we address the problems we’ve identified?
- What does success look like?
Evaluative research is the research you do to test assumptions, hypotheses, and the ease of use of design solutions, such as prototypes. Evaluative research helps you ask: Am I building the right thing—or if this research is done regularly, am I building the thing right? Does it meet user needs?
The following steps are repeated as necessary throughout each 18F engagement:
As a distributed team, 18F defaults to remote-friendly ways of working. This gives everyone on our team—including our partners—a chance to participate, and lets us hear from people regardless of their location. We’ve written before about how to manage a research project and conduct moderated usability tests remotely, but our basic advice is:
With most projects you’ll conduct an in-person kickoff, during which you may have the chance to meet, interview, and conduct activities with stakeholders. If feasible, consider adding contextual inquiry into your kick-off activities. Direct user observation will provide firsthand understanding of your stakeholders’ and users’ processes and contexts.
We prefer in-person research when we want to better understand the environment in which users normally interact with a government service. We also prefer in-person research when our participants aren’t especially proficient with, or don’t have access to, video conferencing software.