Two years ago, my mother and I decided to open a small restaurant on the first floor of our shophouse (rumah toko or ruko in Bahasa). It’s not a cafe, but it’s not a grand restaurant too, so we called it a mini restaurant. My mother had a mad skill in cooking traditional foods, and it’s been her passion ever since she was a teenager. The first year of the business was glorious, we all got what we need: brilliant employees, profit, and a passing fame… Until those storm and crappy things happens.
Everybody love solutions!
So, the problem raise after 2017 Eid al-Fitr. The problem was really crucial and when we found out about this problem. The employees disappeared, the stock were disappeared too, the meats were Everybody panicked! How can we solve this?
We all agree how people hate problems, yet in love with the solutions.
We want to push the problems away and then jumps into the solutions.
Then, this kind of conversations happens: “If we do A, then B would happen, then why don’t we try C instead?” the conversation will go around and around. And we, unconsciously, going around without solving the problem. And without realising it, we create a new problem from a very very raw solutions — a solutions that appears just by guessing blindly.
The same with UX Research: everybody wants to improve this, and that. Everybody wants to made this features, and that features.
But what can we do to solve the real problems? Do you solve the real problems? The answer is only you can answer.
Find your problems and be in love with it! Brace your problems, analyse what happens in it: What are the root cause of those? Can we analyse the problems without blaming on everyone? How might we brainstorm the solutions for every problems that happens without pointing fingers on everyone?
If we want to solve something, we have to treat the problem as a tangled yarn ball. And the researcher’s job is to untangle the problems, one by one, with everyone in the team.
Walk in their shoes
There’s a lot root of cause in the problems in our restaurant. But one of the cause was the crappy work flow for our employees. My mom and I tried our best to design a good work flow. We feel that the work flow that we made is the best, and already fulfils everything that our employees need. But the truth is, when we walk on their shoes, we are wrong! There are lots, and lots of flaws in the flow. And we didn’t even realise it at first.
The same as being a UX Researcher: In order to understand others, we must look at the overall flow of what our users have been through. Walk in their shoes and you’ll eventually understand their pain points. The flows that you think would work the best is not always the best flows. Always do the test to our users to know their pain points.