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From YouTube: Learnability UX Research study readout
Description
A walkthrough of the results of a longitudinal study to understand how new users learn GitLab, the challenges they face, and what's most/least effective in helping them learn GitLab. The study was conducted over the span of 60 days.
A
B
I
do,
of
course,
yeah
so
I'll.
Let
you
know
that
we
did
two
studies
about
this
very
topic.
I'm
very
excited
to
talk
briefly
about
them,
so
the
first
one
we
did
some
learnability
interviews
where
we
looked
back
on
existing
gitlab
users
on
their
learning
journey,
so
essentially
asking
them.
How
did
you
learn
what
types
of
learning
resources
did
you
use?
How
effective
were
they
things
like
that,
so
that
was
looking
back.
We
also
took
another
perspective
on
it,
because
it's
always
ideal.
B
If
you
take
multiple
perspectives
on
a
single
problem
and
this
one
was
a
longitudinal
study
where
essentially,
I
was
fortunate
enough
to
be
along
with
these
new
users
for
60
days,
so
they
came
in
very
little
or
no
get
lab
experience
at
all
and
I
watched
them
learn
and
it
was
amazing.
So
those
were
the
two
big
studies
that
we
just
wrapped
up.
A
B
Yeah
great
question:
so
it's
one
of
the
biggest
detractors
in
in
our
sus
data
we've
been
watching
that
over
several
quarters
now
so
before
we
dive
in
and
try
to
address
it.
I
think
it's
a
good
idea
to
learn
a
little
bit
more
about
this
topic,
so
we
have
a
more
focused
and
hopefully
successful
approach
on
trying
to
fill
in
some
of
those
gaps.
B
All
right,
so
quite
a
bit
so
first,
I
think
it's
important
to
know
that
the
learning
journey
starts
with
google,
so
users
aren't
explicitly
looking
for
a
specific
source,
necessarily
they're.
Looking
for
like
the
easiest,
the
quickest
and
the
most
direct
way
to
learn
and
get
their
questions
answered
and
google
is
that
starting
point
for
them?
B
B
B
A
B
It
takes
a
lot
of
time
trying
to
find
that
training
material,
as
I
mentioned
through
google,
typically,
and
that's
especially
true
for
users
who
don't
even
know
the
proper
terminology
they
if
they
don't
know
that
they
don't
even
know
what
the
proper
search
terms
are-
and
I
came
across
that
with
a
lot
of
my
participants
and
it's
also
hard
to
find
time
out
of
people's
workday
to
learn
gitlab,
and
it
actually
took
more
time
than
expected
to
learn
it.
Also.
A
B
Yeah
this
was
one
of
my
favorite
parts
of
the
study.
Actually
so
I'll
I'll
walk
through
a
few
slides
here,
just
kind
of
show
what's
in
the
deck,
but
throughout
certain
touch
points
I
asked
them
had
lots
of
interviews
with
them
and
we
use
kind
of
a
give
me
three
words
to
describe
how
you
feel
about
where
you're
at
and
also
some
ratings
too.
B
So
it
started
off
fairly
positive
in
terms
of
some
of
those
words
and
then
there
was
a
dip
and
then
it
kind
of
went
back
up
again
and
if
we
looked
a
little
closer,
I'm
not
going
to
walk
through
these
entirely
in
great
detail.
But
each
of
these
touch
points
at
day,
0
day
15,
day,
30
and
day,
60
they're.
These
little
word
clouds
that
these
were
the
exact
words
that
people
used
to
describe
where
they
were
at.
B
B
In
fact,
this
was
all
documented
in
their
diaries
because
they
were
asked
to
document
everything
that
helped
them,
no
matter
what
the
source
was
and
there's
a
google
sheet
that
it's
accessible
through
the
deck
and
that's
what
this
is.
So
every
single
thing
that
users
in
my
study
looked
at.
They
documented
they
gave
it
an
effective
rating
one
through
seven
and
that's
what
this
column
here
is
and
also
the
reason
behind
the
rating.
B
B
As
you
can
see
from
the
framework
there,
it
spans
about
three
out
of
out
of
the
four
there
and
there
were
other
links
to
related
topics,
so
that
was
all
very
much
appreciated
in
terms
of
least
effective
or
things
like
that.
I
I
don't
really
want
to
go
too
far
into
it
because
it
really
differed
by
person
by
where
they
were
at
by
the
actual
piece
of
content.
So
there
really
wasn't
a
huge
trend
around
that.
We
can
look
here
on
the
left
here.
A
B
So
what
I
mean
here,
structured
learning,
picture
things
like
linkedin
learning,
for
example,
or
if
there's
like
a
series
of
of
check
boxes,
that
people
need
to
to
take
a
course
like
one,
two,
three,
four
five
and
they
build
upon
that
knowledge
or
it's
a
tutorial
where
they
actually
walk
them,
where
we
or
somebody
else
walks
them
through
step
by
step.
So
that
appeals
more
towards
a
less
technical
user
with
little
expertise.
In
contrast,.
B
Yes,
yes,
thank
you
for
clarifying
yeah.
In
contrast,
unstructured
learning
really
appeals
more
towards
more
technical
users
and
who
are
further
along
in
their
technical
careers,
so
picture
someone
who
might
be
a
gitlab
user
that
that
wants
to
explore
more
within
gitlab.
So
it's
more
ad
hoc,
it's
more
in
informal.
So
these
this
concept
very
interesting,
and
I
saw
a
lot
of
this
actually
in
the
longitudinal
study
as
well.
So
it
was
really
cool
and
awesome
to
see
this
triangulation
happen.
A
Okay,
so
we
know
that
users
are
continuously
learning
because
they're
using
new
features,
so
even
someone
who's
used
gitlab
for
a
long
time
still
is
having
to
learn
new
things
as
they
start
to
experience
different
parts
of
the
product.
But
I
know
we
also
know
that
gitlab
usage
is
more
difficult
for
less
experienced
users.
B
B
I
think
third
offer
a
variety
of
mediums
so
examples
there.
I
talked
about
the
doc
site,
which
is
reading
what
about
more
videos?
What
about
tutorials?
What
about
some
of
that
structured
learning
that
we
talked
about
in
the
other
study
too
and
lastly,
a
safe
place
to
apply
learnings?
What
I
mean
by
that
is
thinking
back
to
that
framework,
where
they're
ready
to
apply
some
of
these
learnings
but
they're
afraid
that
they
might
break
something.
B
A
B
Yeah,
I
think,
there's
there's
a
lot
we
can
do,
but
I
think
if
we
were
to
to
piecemeal
some
of
that,
I
think,
let's
start
with
some
more
videos
and
again
it
needs
to
kind
of
cover
like
going
all
the
way
back
to
what
is
git.
We
did
hear
some
positive
feedback
on
some
of
our
videos
and
even
some
of
our
videos
that
are
on
unfiltered
internally,
that
a
lot
of
our
users
are
finding
and
finding
helpful.
We
can
do
more
there,
I
think,
structured
learning.
Oh
yeah
go
yeah.
A
Just
real
quickly,
a
question
came
to
me,
so
videos
are
very
difficult
to
maintain
for
accuracy,
but
one
of
the
takeaways
I
think
I'm
getting
from
this.
Is
it's
not
so
much
that
users
want
videos
about
how
to
use
specific
features
is
that
they
want
videos
that
are
more
focused
on
larger
concepts
that
don't
get
outdated
as
quickly
as
that
feature-based
content
might
am
I
understanding
that
right.
B
Yeah,
yes,
videos
are
ideal
for
high
level
understanding,
because
when
you,
what
you
just
mentioned
about
trying
to
keep
them
updated,
it's
a
problem.
It's
it's
frustrating
for
someone
to
find
a
video,
that's
outdated
because
they
have
to
just
kind
of
well
it's
75
percent
there
and
I
have
to
click
around
because
the
ui
changed
or
something
so
yeah.
So.
B
B
A
A
B
B
She
was
even
nervous
about
it
and
one
of
her
first
few
days
she
was
she
was
given
a
link
to
create
a
gitlab
account
with
no
instructions
on
how
to
use
it
or
no
information
on
how
the
company
works
with
gitlab
with
processes.
She
was
expected
to
learn
on
her
own.
It
was,
I
think
the
words
were
like
you
need
like
go
look
online
first,
if
you
can't
figure
it
out,
then
talk
to
somebody.
B
B
This
participant
she
had
no
get
lab
experience,
but
she
was
tasked
to
figure
out
how
to
use
it
to
implement
existing
processes
they
had
within
their
company
using
gitlab.
She
learned
terminology.
I
think
that
was
probably
the
biggest
hurdle
for
her
to
look
to
learn
what
things
were
in
her
mind
and
what
they
were
in
gitlab
and
then
trying
to
find
examples
on
how
other
companies
were
doing
this,
that
she
could
model
her
own
after
and
that
was
really
hard
for
her.