做用户研究的大障碍是让利益相关者说服有必要的利益相关者。Aside from concerns that it will cost too much (it doesn’t have to!) or take too long (it can be quick!), people who haven’t experienced the benefits of doing research often raise concerns about how much it will help and whether the results can be trusted.
全部research methods are limited in some way. But the solution to overcoming these limitations is not to throw up our hands and quit doing research. Instead, the best approach is to use multiple research methods, so the limitations of one method are mitigated by data from another source. This approach of applying multiple research techniques is called三角测量。根据研究设计的百科全书：
Definition:Triangulation is the practice of using multiple sources of data or multiple approaches to analyzing data, to enhance the credibility of a research study.
The term triangulation is borrowed from geometry, where knowing the precise location of 2 points allows you to determine the distance to another object. In social-science research, triangulation does not necessarily mean you need exactly 2 different methods — it just means seeking out alternative viewpoints or verification of results.
Essentially, triangulation means从不同的角度看一个问题, which lets you see part of the answer that wasn’t previously apparent. You’ve probably done this many times in your everyday life — when you asked someone else’s opinion about a situation, hoping that a different point of view will reveal something that wasn’t obvious to you.
Triangulation can take many forms. It can be as simple as going to check your existing body of analytics or customer-satisfaction surveys.
Some examples of research triangulation are:
- Satisfaction metrics decline ⟶ you check revenue and time spent to see if they also changed
- Sales team reports that users think the software is hard to use ⟶ you do a usability study to observe problems.
- Interviews suggest a surprising purchase motivation ⟶ you do a survey to assess the frequency of that motivation.
The more significant the decision, the more it pays to triangulate before making it. In fact, eventually you’re going to get another source of data whether you seek it out or not — it will be data from the market success of your product once you’ve implemented your design. Of course, at that point, it will be harder and more expensive to adjust your product.
Triangulating in advance means you’ll be less likely to be surprised by unexpected reactions from your real users.
Expensive choices, like redesigning a whole product, warrant robust triangulation with a mix of qualitative and quantitative data collection and analysis, as well as an external, independent analysis.
Simple, easily reversible decisions don’t need so much investment. But experienced teams know that seeing whether other available data supports the favored approach is well worth at least a few hours.
Neili J. Salkind（ED）。2010年。研究设计百科全书。Sage出版物。DOI：10.4135 / 9781412961288.n469。