Contextual inquiry


What is it?

It’s a means to observe people in action in their natural environment.

Why do it?

Do it to understand customer behaviours, motivations, processes, actions, and the environment or context in which they are undertaken.

When to do it?

The results will influence your understanding and the design, so do it at the beginning of the project. Do it again once you’re live. Repeat after launch to see how things have changed.

How to do it?

• Identify your target customers.

Image Tip

The clue in the title is “contextual.” This should ...

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