27 Nov 2019

UX, bias & the good fight

Hi, I’m Michael Reiss, one of the UX Designers in the strategy team here at Catch. I'm hugely passionate about research and the value it brings to UX and digital strategy work, and I particularly champion the customer through my work. In the below I talk about the very real possibility for bias to interfere with research and share my tips for remaining objective.

If you've opened this post you may already be familiar with audience research. And not only are you familiar, but you're convinced of its benefits. The likes of Amazon’s Jeff Bezos, Glossier’s Emily Weiss, and AirBnb’s Brian Chesky and Joe Bebbia have attributed their success to having an understanding of their users. Instead of continuing its praises, I think it’s more interesting to consider how even those of us who conduct audience research for a living are not as objective as we think. 

According to the below study, we're actually pretty terrible at being objective, despite thinking we’re better at it than those around us.

Out of a sample of 600+ people, 85% believed they were less biased than the average person. This study led to social psychologist Emily Pronin coining the term "bias blind spot," which explains how not only does everyone have cognitive bias, but everyone also believes they are less biased than others.

Out of a sample of 600+ people, 85% believed they were less biased than the average person.

(Source: Princeton Publications)

Yikes.

And while it’s great that just reminding ourselves of this bias is a huge step in avoiding it’s potential influence, there are a few measures we can take to prevent falling into the bias trap.

The numbers don't lie? 

When we begin the research process, it's common to begin by deciding who to interview and what to ask them. For example, we've decided to collect user input for a sports drink company. Great, right? While perhaps a bit exaggerated, the below may sound familiar, especially when time and budget is tight.

We know the product so well, we have lots of site data and market research, so we know what our audience thinks of us. Not only are we the users (because we happen to also drink sports drinks), but we can imagine what our different audiences think of us and our competition.

Unfortunately, we're likely too engulfed in the day to day, to get accurate data from speaking just within our immediate teams. And if we do decide to conduct user interviews, bias can influence who we choose to interview (eg failing to consider all relevant groups of people) and the types of questions asked (eg leading questions).

While we've all heard that "the numbers don't lie," suggesting quantitative data is always objective, what about the steps we take to find this data, or how it is collected? That initial email request for specific datasets, or the Google search and selection of the study that most affirmed your hypothesis? That darn bias sneaks in yet again!

So how do we avoid UX bias?

  • Looking as far and wide as possible: of course make sure to source for any and all existing information on audience. But don’t stop there. Ensuring that we’re engaging with people from multiple departments, at different levels, and asking who they believe their audiences to be (and who they aren't, and why? …) The process of collecting multiple perspectives and asking them to explain their reasoning will provide us with great insight. 

  • Try to do the above activity in person, if possible during a workshop. Invite people from different departments with different levels of seniority. Separate people from their managers or those they work with on a daily basis to encourage open and honest input.  Use ice-breakers to help people loosen up and feel more comfortable. 

  • When you determine who your audience is, print out their persona and make sure everyone on the team can see it as a reminder of who you're working for! 

  • Collect a list (or slack your team members) of the most surprising information you've learned during your audience research. The habit of light heartedly calling out your assumptions and reminding yourself of surprises leads to a more open-minded approach to setting up audience research.

  • Ensure the whole team stays aware of the real possibility of having to pivot the project based on future research findings. We all need to be aware and educated of this possibility: providing updates on the research process as it progresses definitely helps.  Don’t be afraid to expose all team members to rough & ready “work in progress” brainstorms to give exposure to the work and provide space for far and wide input. It may take some initial effort, but you'll save yourself from future stress by having the flexibility to provide the best insights and recommendations.

  • The good news among all of this bias is that our users will quickly prove or disprove assumptions by telling us what they need, want, and expect! We just have to be comfortable with having assumptions disproven and allow time to adjust direction of research.

Bias can be hard to shake, but we're adept at avoiding it’s traps and giving accurate insight: if you’re thinking about audience research or wider UX strategy, we're here to help. 

18 Mar 2018

Women in digital

Happy International Women’s Day! We took some time out to discuss what it means to be #WomenInDigital with some of the amazing women from each of our teams:

  • Helen, Delivery Director - Client Services
  • Ligia, Strategist - Creative 
  • Gabriela, Front End Developer - Tech Development 
  • Michelle, Finance Manager - Operations

Check out our article written by Delivery Director, Helen Aquinol-Tobin - originally posted on LinkedIn "Stand with us - Women in Digital" 

Stand With Us - Women in Digital

I’m lucky enough - not to mention ridiculously proud - to work at an agency that does a pretty good job of empowering people, giving them a voice and ownership of their work without leaving anyone out in the cold. 

Women were granted the same voting rights as men in 1928, meaning this measure of equality has only been granted to 51% of the UK population for less than 2% of civilised history. It took a long time getting there.

The fight for equality at work is picking up speed - but it’s still not fast enough, particularly in the traditionally male-dominated agency world. Change is slower here, hampered by our deification of ‘ad men’ and our enshrinement of the idea that only men are technical, only men are logical.

Pushing past the pay gap issue, which has been illuminated and dissected by far better minds than mine, how do you build an atmosphere of equality in digital agencies - an industry that is still largely masculine by nature?

I’m lucky enough - not to mention ridiculously proud - to work at an agency that does a pretty good job of empowering people

Helen Aquinol-Tobin, Delivery Director

Representation matters. In my first agency there were three women, unilaterally referred to as girls (or even gals, depending on who was talking). No matter what our actual jobs were, we were expected to make the tea and take the minutes of every meeting. I remember occasions where I'd be presenting the P&L and I'd have to stop because one of the gentlemen wanted a biscuit. There were no women to look up to, only ones you could share sisterly side-eye with.

At Catch, there are women in every department. Opinionated, smart, vocal women, empowered to express their opinions and - more crucially - to act. As a member of the senior management team, I’m aware of the high level of visibility of my role. As Delivery Director I’m across all projects, present in meetings and vocal (sometimes too vocal).

I have a voice and I use it to make sure everyone else does too.

I learned just how important this was from a woman I worked for many years ago. It’s no good being granted a voice if you don’t use it to help others discover theirs. She didn't lend me her voice or her support because I was a woman, but because I deserved to be heard. I try to do the same, my sheer visibility and ability to effect change show others like me that it can be done.

Always outnumbered, never outgunned

We ensure that everyone has the appropriate facts at their disposal and the requisite tools in their arsenal to deal with any circumstance. I’ve written elsewhere about building a modular process that allows people to be flexible in their work, this is vital to ensuring everyone is on even footing.

Giving everyone the same tools and empowering them to use them as necessary mean increased levels of ownership and ensure we have an army of people willing to take the initiative, regardless of job role, level of technical knowledge, gender or anything else.

For the most part, women are still in the minority at digital agencies, meaning we have to have that much more to bring to the table when we do get the opportunity to speak. Putting our flat structure to good use, we keep everyone on equal footing and share as much information as possible, ensuring not only that everyone gets a seat at the table, but they get to eat the full meal and leave a review afterwards.

It’s ok to be smart

We don’t expect the women of Catch to be ‘good girls’. Good girls don’t express differing opinions. Good girls don’t make a lasting impression. Good girls are silent.

A smart mouth is actively encouraged - as long as it’s used judiciously and under the right circumstances. Having been hampered by my own smart mouth for the first five years of my career, I’m overcome with glee when a Catch newbie opens hers for the first time.

Everyone speaks

By promoting a democratic approach to agency life, we ensure that everyone gets their chance to be heard. This applies to everything we do, from discussing what we’re pitching for (and how and why) to how we’re going to tackle a technical challenge. We assume that everyone has something of value to add - and badger them incessantly until they realise it too! Makes for a noisy working environment, but how can you be creative without making a little noise? By not pigeonholing people based on preconceived notions of who or what they are and instead, giving them the freedom to express their opinions - regardless of role or gender - we build a better team and get to do more interesting, complex and fun work. Who wouldn't want that?

Everyone listens

Letting people know they’ve been heard is - on the face of it - the easiest thing to do and yet its the thing most people don’t bother with.

Here’s the thing: you can’t expect people to speak up or think for themselves if you don’t listen. And people who don’t get to speak for themselves don’t get to advance. Providing a safe environment where people feel heard makes for a more inclusive atmosphere, and ultimately allows people to produce better work.

Since I’m neither naive nor stupid I know that these things can be difficult to do at large agencies. The bigger you are, the harder it is to change things, particularly if you don’t already have female representation in the upper echelons of your business.

The point I’m making is that this is something that everyone is responsible for. Appointing diversity officers and token hires won’t cut it. Making people feel included, empowered and heard is everyone’s responsibility, all the time.

We’ve come a long way baby, let’s not stop.

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