I just want to emphasize strongly that you have to be very careful in
constructing questions so that you're asking what you think you're
asking. What does that mean? Well, my newest favorite question is
"When you finished your transaction did you believe that the sales
person successfully imparted his knowledge to you?" [no, really, they
asked that. It was so bizarre I actually wrote it down.] My first
(and continuing) reaction was that I had been more knowledgeable than
the salesperson was when we started, and I now felt like he had
succeeded in deleting knowledge from my brain (though I still knew
more than he did) and I wasn't sure whether that was a (7) Completely
successful or a (1) Completely unsuccessful.
I make it a point when I have to construct surveys to submit the
questions to a couple of the crankiest people I know in terms of
language and willfully attributing meaning literally when you were
thinking more figuratively and vice versa. Any question that does not
survive that process I rewrite until it passes. Yes, I user test my
user testing. sigh.
kt
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Katie Albers
User Experience Consulting & Project Management
[EMAIL PROTECTED]
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