You’ve read a lot about uncertain times and social distancing. We’re all surrounded by the same words, but what exactly do they mean for the UX people? The nearest future is just the tip of the iceberg. The COVID-19 pandemic is likely to change the way we work for the years to come.

您已經閱讀了很多有關不確定時期和社會距離的信息。 我們都被相同的詞所包圍，但是它們對UX用戶到底意味著什么？ 最近的未來只是冰山一角。 COVID-19大流行很可能會改變我們未來幾年的工作方式。

It’s a challenge we barely expected, a challenge that hit us hard, but we can still learn something from it. The job of a UX professional is about finding solutions, after all.

這是我們幾乎沒有料到的挑戰，雖然這是一個沉重的打擊，但我們仍然可以從中學到一些東西。 畢竟，UX專業人員的工作是尋找解決方案。

In this article, we’re going to talk about:

在本文中，我們將討論：

• remote work culture in the UX team
  UX團隊中的遠程工作文化
• remote UX research when you can’t talk to your users
  無法與用戶交談時進行遠程UX研究
• content strategy and UX writing in times of crisis
  危機時期的內容策略和用戶體驗寫作
• expected changes in the UX industry
  UX行業的預期變化

We’re in this together. Let’s dive in — while keeping a safe distance, of course.

我們在一起。 讓我們潛入-當然要保持安全距離。

遠程團隊 (Remote teams)

UX professionals are herd creatures. We work best when we work together during meetings, brainstorming sessions and-above all-workshops. In most cases, these group activities usually require all participants to be in the same room.

UX專業人士是牧群。 當我們在會議，集思廣益的會議和上述所有工作坊中共同努力時，我們的工作效率最高。 在大多數情況下，這些小組活動通常要求所有參與者都在同一房間。

Unfortunately, getting together no longer possible. We’re all staying home now. Whether we like it or not, we need to switch the boardroom for a conference call app. You already know that there a lot of technical difficulties to tackle, from poor internet connection to Zoom bombing incidents. The key issues, however, don’t come with the technicals — they come with trust.

不幸的是，聚在一起不再可能。 我們現在都待在家里。 無論我們是否喜歡，我們都需要為電話會議應用切換會議室。 您已經知道，從互聯網連接不良到Zoom爆炸事件，要解決許多技術難題。 但是，關鍵問題不是技術帶來的，而是信任。

微觀管理的問題 (The issue with micromanagement)

Even if we try very hard, we’re losing some things that come with face-to-face communication. This is the point where one of the most common issues emerges: micromanagement. You can’t see how your colleagues are working. Instead, you need to take their word for it.

即使我們非常努力，我們也失去了面對面交流所帶來的一些麻煩。 這是最常見的問題之一出現的地方： 微觀管理 。 您看不到同事的工作方式。 相反，您需要信服他們。

This situation is a tough test for many UX team leaders. You can get too relaxed and lose track of your goals, or go to the other extreme and become a control freak.

對于許多UX團隊負責人而言，這種情況是艱難的考驗。 您可能會變得太放松而無法追蹤自己的目標，或者走到另一個極端而成為控制狂。

The second version happens to be more common. Even if this wasn’t a thing before, managers start to ask remote workers to submit to-do lists, detailed plans, and daily updates. There’s a very fine line between staying up to date and breathing down someone’s neck, even if you’re kilometers away.

第二個版本恰好更常見。 即使以前沒有這件事，管理人員也開始要求遠程工作人員提交待辦事項清單，詳細計劃和每日更新。 保持最新狀態與呼吸某人的脖子之間有一條很好的界限，即使您相距甚遠。

There is no single magical cure, yet there is one concept that can help you cope with this new situation.

沒有任何一種神奇的治療方法，但是有一個概念可以幫助您應對這種新情況。

心理安全 (Psychological safety)

Google’s Project Oxygen research is a goldmine of interesting findings. The people behind it have examined what makes a successful team.

Google的Project Oxygen研究是有趣發現的金礦。 背后的人們已經研究了什么使一個成功的團隊。

So, what happens to be the key factor?

那么，什么是關鍵因素呢？

What might be surprising to some, it’s not about salaries, seniority, or fancy offices. Psychological safety turned out to be the most important quality.

對于某些人來說可能令人驚訝的是，這與薪水，資歷或高級職位無關。 事實證明， 心理安全是最重要的素質。

Think about it this way: we already have to deal with an unprecedented, uncertain world situation. No one really needs extra pressure from the work environment. It’s as basic as Maslow’s famous hierarchy of needs. You can’t do your best if you don’t feel safe.

這樣考慮：我們已經必須應對前所未有的，不確定的世界局勢。 沒有人真正需要來自工作環境的額外壓力。 這與Maslow著名的需求層次結構一樣基本。 如果您感到不安全，就無法做到最好。

Amy Edmondson of Harvard University, the person behind the concept, defines psychological safety as “a shared belief held by members of a team that the team is safe for interpersonal risk-taking”. In other words, a team member should feel encouraged to try innovative approaches without worrying that this will put them in a tough spot. Research from Google suggests that giving employees opportunities to use their unique talents will boost their effectiveness, which will ultimately result in more revenue.

哈佛大學的艾米·埃德蒙森(Amy Edmondson)就是這個概念的提出者，他將心理安全定義為“團隊成員共同的信念，即團隊對于人際冒險是安全的”。 換句話說，應該鼓舞團隊成員嘗試創新方法，而不必擔心這會使他們陷入困境。 Google的研究表明，給員工提供利用其獨特才能的機會將提高他們的效率，最終將帶來更多收入。

Here are some tips based on Project Oxygen’s findings. These will help you foster psychological safety in your own team:

以下是一些基于Project Oxygen的發現的技巧。 這些將幫助您提高自己團隊中的心理安全性：

• Talk openly about your personal work style preferences. We all have different personalities and it’s OK to have different habits. Encourage your team to do the same.

  公開談論您的個人工作風格偏好 。 我們每個人都有不同的性格，可以有不同的習慣。 鼓勵您的團隊也這樣做。

• Clarify the responsibilities of every team member. Do this at the start of a remote project (or a sprint) so that everyone knows their scope. This will help them develop a sense of ownership.

  明確每個團隊成員的責任 。 在遠程項目(或Sprint)開始時執行此操作，以便每個人都知道其范圍。 這將幫助他們發展主人翁意識。

• Emphasize the impact of everyone’s work. When the employees work their work matters, their motivation will skyrocket. Who needs micromanagement when you work with people who feel responsible?

  強調每個人的工作的影響 。 當員工處理他們的工作時，他們的動力將猛增。 與負責任的人一起工作時，誰需要微管理？

This approach can help you emerge successfully from the crisis. We’ve covered the core values, now it’s time to move on to getting things done.

這種方法可以幫助您成功擺脫危機。 我們已經介紹了核心價值，現在是時候繼續完成工作了。

舉辦遠程研討會 (Running remote workshops)

I get it, running remote workshops may not be your preferred method. As a UX designer, or a researcher, you’ve already learned to appreciate the power of face-to-face meetings.

我知道，運行遠程研討會可能不是您的首選方法。 作為用戶體驗設計師或研究人員，您已經學會了欣賞面對面會議的力量。

Nevertheless, we need to adapt.

但是，我們需要適應。

Without further ado, here are our best tips to improve your remote workshop game right away:

事不宜遲，以下是我們立即改善您的遠程工作室游戲的最佳技巧：

• Turn your camera on, at least for a little bit. The internet connection isn’t always perfect, as we all know, but it’s always good to see the faces of the participants. You don’t have to stare at each other for two hours, yet a little smile and a wave at the start creates a better sense of connection.

  至少打開相機一點點。 眾所周知，互聯網連接并不總是那么完美，但是看到參與者的臉總是很高興。 您不必兩個小時就互相凝視，但是一開始的微笑和一揮手就能帶來更好的連接感。

• Include alone time. This will give your participants space to think, sketch, and create. Another good tip comes from Shipra Kayan, a freelance consultant for remote teams. She suggests playing music during breaks for sketching or brainstorming. This little trick helps maintain a sense of unity, even when you’re apart.

  我不喜歡一個人的時間 。 這將為您的參與者提供思考，素描和創造的空間。 另一個好的提示來自Shipra Kayan ，這是遠程團隊的自由顧問。 她建議在休息時播放音樂以進行素描或集思廣益。 這個小竅門有助于保持團結感，即使您分開時也是如此。

• Use a tool to visualize your ideas. Most people don’t have a whiteboard at home and they need to look for a digital equivalent. At LiveSession, we’re really happy using Whimsical.

  使用工具形象化您的想法 。 大多數人家里沒有白板，他們需要尋找數字等效物。 在LiveSession上，我們非常高興使用Whimsical 。

Feeling a bit more confident now? Let’s move on to remote UX research.

現在感覺更有信心了？ 讓我們繼續進行遠程UX研究。

遠程用戶體驗研究 (Remote UX research)

Just like with on-site work, on-site research became impossible. At the beginning of March 2020, companies started canceling face-to-face user tests to protect both the participants and the researchers. What was a dilemma back then is now a certainty. No one doubts that we need to conduct all sessions remotely.

就像現場工作一樣，現場研究也變得不可能。 從2020年3月開始，公司開始取消面對面的用戶測試，以保護參與者和研究人員。 當時的困境現在已經確定。 沒人懷疑我們需要遠程進行所有會議。

And here’s where another issue comes in. Yes, you can run your research remotely, but what about finding participants? People are scared about their jobs in the first place. Barely anyone has the mental and physical capacity to participate in voluntary research. Even if they would genuinely like to help, they’ve got more things to worry about.

這是另一個問題所在。是的，您可以遠程運行研究，但是尋找參與者呢？ 首先，人們會害怕工作。 幾乎沒有人有精神和身體上的能力參加自愿研究。 即使他們真的愿意提供幫助，他們也有很多事情要擔心。

So, how do you deal with this? Are there any other effective ways to get insights without involving your users?

那么，您如何處理呢？ 還有其他有效方法可以在不吸引用戶參與的情況下獲得見解嗎？

用戶測試的替代方法 (Alternatives to user testing)

You might want to look into the possibilities that come with session replays. We’ll be completely honest: you won’t be able to ask additional questions and talk to the user directly. Despite that, session recordings can still serve as a source of valuable qualitative data, especially when there is no better alternative available.

您可能想研究會話重播帶來的可能性。 我們將完全誠實：您將無法提出其他問題并直接與用戶交談。 盡管如此，會話記錄仍可以作為有價值的定性數據的來源，尤其是在沒有更好的替代方法時。

Sessions recordings happen in the background. Most of the time, the users don’t even realize that they’re being recorded. This means that you don’t need to ask them for a favor, and there are more advantages to it as well. The users are not under pressure and they behave more naturally. The research results are not influenced by any cognitive biases or group pressure.

會話錄音在后臺進行。 在大多數情況下，用戶甚至都沒有意識到自己正在被錄制。 這意味著您無需要求他們幫個忙，這也有更多好處。 用戶沒有壓力 ，他們的行為更自然。 研究結果不受任何認知偏差或群體壓力的影響。

內容設計 (Content design)

You’ve probably seen this screenshot before:

您可能之前看過以下屏幕截圖：

As absurd as it seems, it raises an important issue. Coronavirus is an entirely new thing and no one has taught us how to write about it. We need to figure it out ourselves. Here’s how you can get it right:

看起來很荒謬，但它提出了一個重要問題。 冠狀病毒是一門嶄新的事物，沒有人教我們如何寫它。 我們需要自己弄清楚。 這是正確的解決方法：

力求清晰 (Strive for clarity)

Yes, you should stick to plain language at all times, yet it’s particularly important during the pandemic. People don’t want to face ambiguities when they’re in danger. They look for clear rules and plain expressions. In this case, it’s best to stick to communication rules coming from an expert on the subject, the World Health Organization:

是的，您應該始終保持通俗易懂的語言，但這在大流行期間尤其重要。 人們在面臨危險時不想面對歧義。 他們尋找明確的規則和明確的表述 。 在這種情況下，最好遵循世界衛生組織專家的溝通規則：

• Get straight to the point — It’s not the right time for elaborate statements. Your users are overwhelmed and they won’t process more information than needed.

  直截了當地 —現在不是時候進行詳盡的陳述了。 您的用戶不知所措，他們不會處理比所需更多的信息。

• Be clear about the goal — Describe the desired behavior and the outcome. Instead of encouraging social distancing, which is quite unclear, tell your audience to stay home to protect themselves.

  明確目標 -描述所需的行為和結果。 與其說鼓勵人們遠離社交(這還不清楚)，不如說是讓聽眾呆在家里保護自己。

• Choose familiar words — Avoid complicated expressions, such as precautionary measures. Keep things simple and talk about actions to reduce risk instead. You can find other good examples in this coronavirus plain language guide, created by content strategist Lizzie Bruce.

  選擇熟悉的單詞 —避免使用復雜的表述，例如預防措施 。 保持簡單，并談論降低風險的措施 。 您可以在由內容策略師Lizzie Bruce創建的此冠狀病毒普通語言指南中找到其他好的示例。

使用正確的語氣 (Use the right tone)

Once the language is clear, there’s one more thing to consider: the tone. It’s not the right time to be salesy, pushy, and overly enthusiastic. It’s the right time to make use of your empathy.

語言明確后，還需要考慮另一件事：語氣。 現在不是時候發脾氣，急躁和過度熱情。 現在正是利用同情心的時候。

Use this opportunity to let your users know that your care about their safety. Make it clear that you’re here to help them out. If you need inspiration, you can find it on this Pinterest board with good practices.

借此機會讓您的用戶知道您關心他們的安全。 明確說明您是在這里幫助他們。 如果您需要靈感，可以通過良好實踐在Pinterest板上找到它。

UX行業的變化 (Changes in the UX industry)

Alright, what about the safety of the industry? What’s going to happen to UX professionals?

好吧，行業安全如何？ UX專業人士將會如何？

Obviously, we don’t know for sure. The situation is changing dynamically. Our current predictions may become outdated in a couple of days. There are, however, some trends that seem quite apparent:

顯然，我們不確定。 情況正在動態變化。 我們目前的預測可能會在幾天之內過時。 但是，有些趨勢似乎很明顯：

敏捷方法論的發展 (The growth of agile methodologies)

The COVID-19 pandemic seems like the ultimate decline of the waterfall approach. Imagine defining all the requirements, the action plan, and then facing a crisis as serious as the coronavirus outbreak. You already know what that means: all your hard work goes to waste.

COVID-19大流行似乎是瀑布方法的最終衰落。 想象一下，定義所有要求和行動計劃，然后面對與冠狀病毒爆發一樣嚴重的危機。 您已經知道這意味著什么：您所有的辛苦工作都浪費了。

Agile methodologies, on the other hand, are on the rise more than ever before. They allow companies to deal with the crisis in a more efficient way. When you work in short sprints, it’s much easier to adapt and change your strategy depending on the situation.

另一方面，敏捷方法學比以往任何時候都在增長。 它們使公司可以更有效地應對危機。 當您進行短距離沖刺時，根據情況調整和更改策略要容易得多。

What’s more, agile is empowering. It puts trust in its team members. With this approach, they can make decisions based on their expertise rather than wait for the manager’s permission. And yes, it goes in line with psychological safety we’ve mentioned before.

更重要的是，敏捷賦予了力量。 它信任團隊成員。 通過這種方法，他們可以根據自己的專業知識做出決策，而不必等待經理的許可。 是的，這符合我們之前提到的心理安全。

善解人意 (Empathy in use)

Last but not least, a crisis calls for a UX professional’s core value: empathy. As we stand in the face of coronavirus, we talk about common good more than we did before. We see that people are anxious and we can use our expertise not only to help them achieve their goal but also to comfort them.

最后但并非最不重要的一點是，危機需要UX專業人員的核心價值： 同情心 。 當我們面對冠狀病毒時，我們談論共同利益的程度比以往更多。 我們看到人們很著急，我們不僅可以利用我們的專業知識幫助他們實現目標，而且可以安慰他們。

It’s time to drop judgment and help our users reclaim the sense of control. If you work on data science and analytics solutions, you’re the one responsible. This video from Jakob Nielsen can give you some ideas.

現在該放棄判斷并幫助我們的用戶恢復控制感了。 如果您從事數據科學和分析解決方案的工作，那您將是負責任的人。 Jakob Nielsen的這段視頻可以為您提供一些想法。

I hope this article will be a source of inspiration for you. Stay safe!

希望本文對您有所啟發。 注意安全！

Originally published at https://livesession.io.

最初發布在 https://livesession.io 。