If going 2:1, determine which of you takes notes, and which facilitates the interview. Split up your inquiry team: one or two of you to each from the customer company. Individual observation and interviews (30 - 60 min)
If you're interested, just reply back to this email and I'll work with you directly to go over any questions you have, and get something set up on the calendar. We'll also give everyone involved swag item/gift card to say thanks. Your team helps us determine what we should change, fix, or add to Product. We'd like to see where you work, and talk to YourTargetAudience for a few interviews and observation sessions during this time. We'd like to visit your team to understand what you do day-to-day, see how your team uses Product, and how it fits into your workflow. We typically stay onsite with your team for about 2 hours.
CONTEXTS FOR INQUIRY FREE
If your team isn't using Product, feel free to forward this on to colleagues or friends that are! We'd love to give your team a chance to voice frustrations, tell us what's working, and help us understand how we can better design Product to suit teams like yours. We're offering swag item/t-shirts to anyone we come interview. I'm YourName and I work as a YourJob at YourCompany. I'm reaching out because we're researching how people use Product, and would like to hear from your team. Feel free to use it (just remember to un-italicize and replace the bolded text!). WHO SHOULD BE INVOLVED?Ģ - 4 team members, preferably people who build and design your product, or operate the service you provide.įirst things first: get in touch with someone at the customer company ask if they're willing to be interviewed. And it'll cost less than a failed product. Spending several hours with a customer is a big investment, but it's worth it. Run the Contextual Inquiry play when you're envisioning something new, or setting out to improve what you've already got. Seeing a customer in their natural habitat allows you to understand a little more about the shoes they walk in, their pain points, what delights and what annoys.
To get this kind of contextual information, you have to sit with your customer and watch them do their thing. So how do your customers feel about your product or service under the pressures of everyday use? Do they really like that header nav? Is the service request process really that easy to understand? But interviews sort of happen in a vacuum. Interviews are a great way to get specific feedback from our customers. Chances are, you don't want to make a similar mistake with your product or service. Products can often fail because they simply aren't what their target customers want and don't stand-up to the pressures of everyday use. Stories of failed products are a dime a dozen, and some are the stuff of legend.
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