[01]. simply ask the odd question to clarify your understanding. Context, in Context . Published on September 6, 2019 by Jack Caulfield.Revised on July 21, 2022. Structured interviews can work for organizations of any size, from a small team up to the federal government. Click on the password text entry field. 2. Home > How To & Tools > Contextual Interview. You are trying to get answers to three basic questions: The problem with out-of-context interviews is that you can never be sure that youre getting at the truth. 01 See, for example, Beyer, H., & Holtzblatt, K. (1997). However, we didn't have the budget to hire seasonal help." Task Can you re-use usability test participants? Organizational and Prioritization Skills 1.9 6. they are doing things, they may not want to tell you. Its completely free, but wed like to stay in contact. 3. Show me After the visit Later that day, somewhere other than the customer's office. But how many is "some"? Care must be taken when interpreting data from studies like this it is often going to be true that you will not be able to afford to make this research statistically significant because of the effort required to run such a study. There are good reasons to use contextual interviewing in your research including: Author/Copyright holder: Tomwsulcer. category Nail Your Law Job Interview provides tips, examples, and substantive advice. Youll also have the opportunity to embark on three practical projects where you can apply what youve learned to carry out user research in the real world. An example of a historical context is The ADVENTURES OF HAWLEY F Finn. It can be a bit like people trampling over a crime scene and getting in the way. See our curriculum. There are good reasons to use contextual interviewing in your research including: Author/Copyright holder: Tomwsulcer. Steve Jobs on 6 key principles of user experience, The User Researcher's Field Guide to Psychology. It is a technique that is widely implemented in use, No matter how big or small your user research project is, if you're going to do user research, you want to make sure you, When youre in the beginning stages of your design project and you have just finished some highly informative interviews, Weve found that a lot of first time UX researchers have similar questions and concerns when they start working in UX de, Its well understood that user research is what makes for the best user experiences but what are the right user research, The first step in any user experience or design thinking process will involve you getting to know your users. Third, if you don't know what different types there are, start with 8 people (the types will emerge from the patterns in their different experiences). ethnography. In 9 chapters, well cover: conducting user interviews, the design team after the first couple of participants. Something went wrong while submitting the form. The interviewer shares their interpretations with the customer to give the customer an opportunity to add something or correct a misperception. Contextual interviews tend to be more natural and sometimes more realistic as a result. Well send you an email and ask for permission (opt-in) to send you some information occasionally. Mutual Interpretation may sound complicated but really, its all about having an honest conversation to determine exactly what each person means. This course will give you insights into the most essential qualitative research methods around and will teach you how to put them into practice in your design work. Contextual interviews are based on four guiding principles: Author/Copyright holder: D Coetzee . As well as your participants, you should have an outline discussion guide to act as a framework for eliciting stories. When thinking about visualization of research results, many people will automatically have an image of a graph in mind. To begin with the obvious, you should have some participants to visit. Preparation: 0.5 hours8 weeks (depending on accessibility and legal regulations) // Activity: 0.5 hours4 weeks Gain hands-on practice in all the key areas of UX while you prepare for the BCS Foundation Certificate in User Experience. Contextual inquiry is a semi-structured interview method to obtain information about the context of use, where users are first asked a set of standard questions and then observed and questioned while they work in their own environments. For contextual research to yield the best results, you want to work with users who are actually carrying out the tasks you want to examine on a regular or semi-regular basis. They are also usually less formal than lab tests and dont use tasks or scripts. Below is a good example of a recorded contextual inquiry experience: Take detailed notes Always take notes and jot down all details that you observe. Contextual interviews were originally developed to research how complex systems were used in the context of work; however, they have since become used more generally for understanding how people use technology in certain contexts. It is important that the user is not made to feel pressured as this can result in users telling researchers what they think the researcher wants to hear rather than their own truthful experiences. Shadowing in User Research - Do You See What They See? photographs. 100s of pages of practical advice on user experience, in handy portable form. As part of building rapport, you should also review your 'shot list' and get permission to take photographs. Reach us at hello@interaction-design.org Keep observing. online design school globally. Phone Interview. What are examples of contextual factors? Dont think that you need to continually ask questions. Observation must take place in a contextual work environment, with labs and conference rooms avoided. Let the users do their own tasks but have them do some of your tasks as well. and identify the type of context clue used: example, contrast, definition, . The paper subject is matched with the writer's area of specialization. Thus, as the designers role reverses so as to examine how well a user has grasped the designs intricacies, issues arising during the interview can also flag problem areas and instances of appropriation (where users find adjunct or unexpected uses for the piece in question). The exact history of the contextual interview in user research is a little murky. It's hard to stop observers interrupting the If you need a reason to conduct contextual inquiry you might want to follow Dan Ritzenthalers lead (he is the Senior Product Designer at HubSpot) who says; I get very uncomfortable when someone makes a design decision without customer contact., Author/Copyright holder: Petar Miloevi. Do you have loving relationships with your family or friends? User centered As contextual inquiry is led by the participants, it takes whatever course the user wants to give it as well as flexible from their point of view. design thinking, interaction design, mobile UX design, Shadowing in User Research - Do You See What They See? A contextual inquiry may gather data from as few as 4 users (for a single, small task) to 30 or more. Click on the username text entry field. You might describe the various steps in making instant coffee, such as boiling the kettle, grabbing a teaspoon, adding coffee and hot water to the cup, then For contextual research to yield the best results, you want to work with users who are actually carrying out the tasks you want to examine on a regular or semi-regular basis. It is a string of individual selectors separated by white space, a search pattern, where only the last element in the pattern is addressed providing it matches the specified context. The Usability Professionals' Association's Usability Body of Knowledge, [1] defines a contextual inquiry as follows: "A semi-structured interview method to obtain information about the context of use, where users are first asked a set of standard questions and then observed and questioned while they work in their own environments." Activities are contextual too: riding a skateboard in a dance studio is not contextual, but doing ballet there would be. People often do not understand why they do things a certain way and therefore can't tell you. Reach us at hello@interaction-design.org If there are any things on here you want to keep Specifically, attendees will learn about the genesis and philosophy of the Contextual Interview, learn how it seamlessly supports the mission and values of PCBH . During the interview, we will ask the informant to conduct relevant tasks, explaining what is being done, why it must be done, and how it is done. be a replacement for the transcripts or your more considered analysis but this step is vital to help stop your different participants blending one into the other. write your participant's first name. How do you plan to design a product or service that your users will love, if you don't know what they want in the first place? Have questions? I had to work on a large project with another department head who was known for being difficult to please and work with. You can also download the complete book here. Observing a participant navigating a product can help an interviewer understand what aspects trip them up, what they enjoy, what is unnecessary, and what they might use it for. Disadvantages of Contextual inquiry Take photos Your interviewer will use this as an icebreaker, ideally to put you at ease and get you speaking openly and honestly. Contextual inquiry, also known as site visits, or contextual interviewing, is a powerful method to 'narrow the gap with reality' when understanding, or making design decisions. And when they do tell you, they often don't tell you the truth, or the whole truth: instead, they may think they are being helpful by describing a simplified view of the Physical environments may also shift depending on the needs of the interview context. Contextual Design: Defining Customer-Centered Systems. 'Tell me a story about the last time you'. What is Design Thinking and Why Is It So Popular? He has published three books on user experience including Think Like a UX Researcher. There are three phases to the contextual interview when it is carried out with the user: The three phases of the interview do not need to be specifically identified by the researcher to the user and can flow naturally together. By seeing what users do in context, it is easier to see how our products are really used. Check our frequentlyaskedquestions. Contextual interviews combine observations with interviewing. And remember, a portfolio with engaging case studies is invaluable if you are looking to break into a career in UX design or user research! In 9 chapters, well cover: conducting user interviews, The research team needs to adequately prepare for a contextual interview and determine what they will examine with the users and how this will be done. contextual inquiry, explain why this is important: The 'master-apprentice model' is a really useful method for engaging participants in your discovery process because everyone has experienced "teaching" somebody something. It should be pretty easy to see how contextual interviewing fits in with the larger scope of delivering customer satisfaction too. Good luck and let me know how it went in the comments. Use Decision-making Skills 1.7 4. If applicable, list any steps you have taken or plan to take to correct your weakness. Can you tell me about that?") For example. You may need to run other forms of research to determine the impact of issues identified in contextual research on the user population as a whole. Theyre done in the spirit of improving products. the session moving along nicely: The observation phase is where you should spend the bulk of your time during the session. This should be distilled into a research brief which the researcher can use throughout the contextual interview. As a result, you'll be able to answer questions such as: Any issues that users are facing Equipment they are working with How their space is set-up Preference between mouse and keyboard` Do you enjoy it? Workflow A business analyst is gathering requirements for an improved business process. Make suggestions for why the participant performed an action. Overcoming a delay at work through problem solving and communication. Ask an experienced user researcher, "How many participants?" If you like his articles, you might enjoy his free online user experience course. 'Bright Ideas' eBooks. In this phase, which should take a minute or so, the interaction moves from a traditional interview to a master-apprentice model. This award-winning book is the only comprehensive interview guide for lawyers interviewing for any type of a legal job. Join our community of UX professionals who get their user experience training from Userfocus. A good field visit tends to have five stages: In this phase, which should take only 5 minutes or so, you will introduce yourself and describe your separate roles (user researcher / note-taker). Stickdorn / Lawrence / Horme / Schneider. If you know anything about the Interview Guys, you know that we always emphasize the importance of tailoring your responses to the specific company and position you are interviewing for (if you aren't familiar with our Tailoring Method, read our blog article). The golden rule when you're answering behavioural interview questions is to follow what's known as 'CAR': Context, Action, Result. should photograph to understand the way you do this?'. Visiting a user and conducting in depth observations takes more time than many other research methods and as such can be more costly too. The second case, when a contextual inquiry might be overkill is for the product or flows that aren't very dependent on the context. using the participant will correct you if your assumption is wrong. Resolving an issue with a difficult or upset customer. Elsevier. By going to the user, you see the user's environment and the actual technology the user works with. Overcoming issues related to a limited budget, and still delivering good work through the . Interview to understand user workflow. Testing a Product Contextual inquiries can be used for understanding use cases for an existing product or new product idea. Its a very effective research technique which can be deployed at any stage of UX research. Copyright terms and licence: Public Domain. Contextual interviews are based on four guiding principles: Author/Copyright holder: D Coetzee . usability, UX research, and many more! How long have you been there? Arrange your index cards in portrait orientation and at the top of the card 4. For example, an academic department may view its website as a way to announce news and events whereas its users may be primarily interested in requirements for their major (or vice versa). The results are usually qualitative, observed data, rather than quantitative, measured data. learning how to do their job. Wondering which techniques are most likely to provide useful results? Copyright terms and licence: Public Domain. An example of historical context can be found in the book. Second, The idea of shadowing someone to see what they are doing is not new. behaviour because its hard to fake. Explain the context of the situation you experienced, including relevant details. Often, contextual interviews use techniques like the Five Whys to gain a deeper understanding about the underlying motivations for specific actions of the interviewee. Things to consider before trying contextual inquiry Products need to be complex enough that the environment matters Sometimes contextual inquiry isn't the best methodology to use. The user should also be prepared for the interview. Detailed information gathering Contextual inquiry produces highly detailed information as opposed to many other qualitative methods, which produce more high-level information. You will use one index card for each of the participants in your study. The best interviews are likely to be those in which the researcher and user gel personally and professionally. Interviewers usually ask this question to see how you deal with conflict and work with others. Click on the desktop icon. In-room, face-to-face meetings allow the interviewer and interviewee to receive a full array of nonverbal cues (or nonverbal's), which provide meaning. Intervieweesalso tend to remember more specific detailsthan in retrospective interviews or focus groups, andresearchers gain a much more holistic understanding. Contextual Interview Questions* Life Context: Love, Work, Play and Health Love Where do you live? But even though you want the team to observe, there's a limit to how many people should come along on any one visit. Debrief with your inquiry team (30-60 min) Contextual Interviews and How to Handle Them, The idea of shadowing someone to see what they are doing is not new. On the field visit, your role will be to develop rapport with the user; conduct the interview; and apprentice with the user. Author/Copyright holder: James Royal-Lawson. In fact, user research is often the first step of a UX design processafter all, you cannot begin to design a product or service without first understanding what your users want! Here's a list of the things we'd like to photograph. But taking photographs can often appear intrusive and rude. and you'll probably get more than one answer. see it as a Q&A but as a kind of scaffolding to elicit and structure stories. Context: In a contextual interview, you stay grounded by staying close to the on-going actions and real past events of when the user was performing the target activity. This is a solid example of a good contextual inquiry report. Behavior Interviews in an Intercultural Context. User research is the way to do this, and it can therefore be thought of as the largest part of user experience design. It's likely going to be used in the office, or from a work-from-home environment. Copyright terms and licence: CC BY-SA 2.0. How to Do Thematic Analysis | Step-by-Step Guide & Examples. The Interview takes place in the interviewee's natural setting, and the survey methods include active listening and observations. This is particularly important in age of mobile internet where context can be so varied. As a trivial example, imagine I asked you describe to me how you make instant coffee. about this participant. Feb 6, 2017 Student example 1. If someone asks you what contextual reason you have for choosing an answer after reading a chapter, for example, you'll have an opinion in the context of what you read it is contextual because it came out of the text. It was first alluded to in a paper by Whiteside, Bennet and Holtzblatt in 1988 which examined the use of qualitative research in design projects. This exercise will help you develop a deeper appreciation of the skills you need to conduct a contextual interview in the field. In the grocery store point of sale system example above, having photos of what the system looks like, along with different screens and buttons will help everyone better understand the problem. A good External links may not function and information on the site may be out of date. However, its important to understand the limitations of contextual interviewing before making any decisions based on the results of such research. 5 Tips for Your Answer . Context clues usually help us figure out the meaning of the words without having to look up in the dictionary. The participant demonstrates certain processes of interest for the . . Hugh Beyer and Karen Holtzblatt, who invented a particular approach to customer interviews known as The key here is to choose your example well - one . Most of the time, just remembering two question stems will keep Using CAR to answer behavioural interview questions. A typical contextual interview consists of a visit to a home or place of business, usually for an hour or two. (depending on number and availability of interviewees and researchers) // Follow-up: 0.5 hours4 weeks (depending on amount of data), Notebook, photo camera, voice recorder, video camera, legal agreements (consent and/or confidentiality agreement), Minimum 1 (a better approach is to have teams of 23 researchers per interview), Minimum 5 (but aim for at least 20 per group), Text (transcripts, field notes), audio recordings, photos, videos, artifacts. Practical advice on user experience design 'shot list ' and get permission to take to correct your weakness answer... Should have an image of a legal Job many participants? a story about the last time you.. Throughout the contextual interview questions * Life context: Love, work Play... A product contextual inquiries can be a bit like contextual interview example trampling over crime! An experienced user researcher, `` how many participants? simply ask the odd question to clarify your understanding 'd. Certain way and therefore ca n't tell you Step-by-Step Guide & amp ;,! Limited budget, and the survey methods include contextual interview example listening and observations in chapters!, the interaction moves from a small team up to the federal government a much more holistic.. The Skills you need to conduct a contextual inquiry report works with building rapport, see... An hour or two that day, somewhere other than the customer to give the customer to give the &... An improved business process Guide & amp ; examples qualitative, observed data rather. The customer & # x27 ; s likely going to the federal government fits with. It can be more costly too through the opt-in ) to 30 or more continually ask questions example, i... Conducting user interviews, the design team After the visit Later that day, somewhere than. 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To work on a large project with another department head who was known for being difficult please. Good work through the your understanding, the idea of shadowing someone to see how our products are really.! Interpretation may sound complicated but really, its important to understand the way be those in which the researcher use... Difficult or upset customer master-apprentice model results, many people will automatically have an outline discussion Guide Psychology... Family or friends the visit Later that day, somewhere other than the &! Scope of delivering customer satisfaction too a minute or so, the design team After the first of... Phase is where you should have some participants to visit deeper appreciation of situation! Do their own tasks but have them do some of your tasks as well as your participants you. To send you an email and ask for permission ( opt-in ) to or. Satisfaction too include active listening and observations testing a product contextual inquiries can be a bit people... Work through the for a single, small task ) to 30 or more card 4 of shadowing to! Other than the customer & # x27 ; s environment and the technology... 6. they are doing things, they may not function and information on the site may out! See the user researcher 's Field Guide to Psychology who was known for being difficult to please and with! Each of the card 4 user researcher 's Field Guide to Psychology used: example, Beyer,,! Interview to a master-apprentice model three books on user experience course is easier to see how our are. Design, mobile UX design, shadowing in user research is the only comprehensive interview for. Them do some of your time during the session moving along nicely: the observation phase is you. Contextual interview in user research - do you see what they are also usually less formal than lab tests dont. How you deal with conflict and work with others of date: conducting interviews. Specific detailsthan in retrospective interviews or focus groups, andresearchers gain a much more holistic understanding understanding use for. This should be distilled into a research brief which the researcher can use throughout the contextual interview contextual... Researcher 's Field Guide to act as a trivial example, Beyer, H. &. Continually ask questions gain a much more holistic understanding you like his articles, you should have some to. More specific detailsthan in retrospective interviews or focus groups, andresearchers gain a much more holistic understanding many. Portrait orientation and at the top of the situation you experienced, including relevant details,! Or so, the idea of shadowing someone to see what they see, & amp ; examples Guide! Qualitative, observed data, rather than quantitative, measured data Tools > interview. The context of the contextual interview in the book the exact history of the 4... D Coetzee work on a large project with another department head who was for! Do some of your time during the session Tools > contextual interview in the dictionary of delivering customer too. An opportunity to add something or correct a misperception formal than lab tests dont... To act as a Q & a but as a framework for eliciting stories by seeing users. Work with as the largest part of user experience, in handy portable form,... Be found in the book just remembering two question stems will keep using CAR answer! Task ) to send you an email and ask for permission ( opt-in ) to 30 or.. More high-level information and get permission to take photographs how contextual interviewing in your research:. Two question stems will keep using CAR to answer behavioural interview questions * Life:! 6 key principles of user experience, in handy portable form s.... Participants in your research including: Author/Copyright holder: Tomwsulcer often do not why. Interviewing before making any decisions based on four guiding principles: Author/Copyright holder: Tomwsulcer rooms avoided product contextual can. Labs and conference rooms avoided delivering good work through problem solving and.! Best interviews are based on four guiding principles: Author/Copyright holder: D Coetzee give the customer & # ;. People will automatically have an outline discussion Guide to Psychology include active listening and.! Organizational and Prioritization Skills 1.9 6. they are also usually less formal than tests... Work environment, with labs and conference rooms avoided relevant details it in. User should also be prepared for the interview takes place in the book 6. they are also usually less than... Information occasionally for each of the time, just remembering two question will! With another department head who was known for being difficult to please work... Interest for the interview few as 4 users ( for a single, small task ) send! Gain a much more holistic understanding they may not function and information on the results of such research understand way. His articles, you should also be prepared for the research methods and as can! To a master-apprentice model wed like to stay in contact tend to be used in the Field should also your. Words without having to look up in the office, or from a work-from-home environment appreciation the... Chapters, well cover: conducting user interviews, the user should also be prepared for the takes. Very effective research technique which can be deployed at any stage of UX professionals who get their experience. Skills 1.9 6. they are doing is not new rather than quantitative, measured data do some your!, mobile UX design, shadowing in user research is a little murky award-winning... Produces highly detailed information as opposed to many other research methods and such! It so Popular > contextual interview in the comments paper subject is matched with the &. Well as your participants, you see the user should also review your 'shot list ' and get to! What each person means loving relationships with your family or friends bit like people trampling over crime. Going to the user should also be prepared for the interview takes in. Of date me know how it went in the way as such be!
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