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So what exactly is user research like at YouTube? Sometimes it means letting users design their ideal experience. For example, last year we used a method called FIDO (first utilized by Fidelity Investments) where we cut out different elements of various video sites, stuck them on magnets, and had users arrange their ideal organization of the elements (see below for an example). Other times we use a more standard research method called a usability study, which entails seeing whether a user can or can't complete certain standard site tasks in a usability lab.

So what exactly is user research like at YouTube? Sometimes it means letting users design their ideal experience. For example, last year we used a method called FIDO (first utilized by Fidelity Investments) where we cut out different elements of various video sites, stuck them on magnets, and had users arrange their ideal organization of the elements (see below for an example). Other times we use a more standard research method called a usability study, which entails seeing whether a user can or can't complete certain standard site tasks in a usability lab.

Principles appear at different stages of a project and can be used in a variety of different ways. Being able to develop useful principles is, in my opinion, a core skill for all service designers.