What are the most effective techniques for user observation and contextual inquiry?

1 User observation

User observation is a technique that involves watching and recording how users interact with a product, service, or environment, without interfering or influencing their actions. This can provide valuable insights into the user's tasks, workflows, preferences, habits, emotions, and problems. There are several ways to conduct user observation, such as direct observation in person or in a controlled environment such as a lab or usability test; indirect observation remotely using tools such as video cameras, screen recordings, eye-tracking, or analytics; passive observation without engaging with the users and focusing on their behavior and outcomes; and active observation while interacting with them and gathering their feedback and opinions.

2 Contextual inquiry

Contextual inquiry is a technique that involves interviewing and observing users in their own context, while they perform their tasks or use a product or service. This approach can help you understand the user's goals, motivations, expectations, frustrations, and satisfaction. Contextual inquiry can be done in several ways, such as through contextual interviews, walkthroughs, shadowing, and immersion. During a contextual interview, you ask the users open-ended questions about their experience while they show you how they do their tasks. With a contextual walkthrough, you ask the users to explain their actions and decisions while they demonstrate their tasks. Contextual shadowing involves following the users and observing their actions and reactions while they do their tasks. Lastly, with contextual immersion, you join the users and participate in their tasks or use a product or service while they share their thoughts and feelings.

3 How to choose the right technique

When deciding on the right technique for user observation and contextual inquiry, there are several factors to consider, such as the research objective, scope, budget, and ethics. You should ask yourself what you want to learn from the users, how broad or narrow your research topic is, how much time and money is available for the research, and how you will ensure the privacy and consent of the users. Additionally, you should think about the resources and tools available for your research and how to handle sensitive or confidential data.

4 How to prepare for user observation and contextual inquiry

Before conducting user observation and contextual inquiry, you need to prepare by defining your research goal and plan. This includes outlining the purpose and scope, research questions or hypotheses, methods and techniques, user recruitment and selection, as well as scheduling and conducting the sessions. Additionally, you should prepare the necessary materials and tools, such as a consent form, discussion guide, checklist, camera, recorder, notebook or software. Lastly, you should pilot your research to test and refine it. This may involve a pilot session with a colleague or friend to check the validity and reliability of the materials, tools and techniques.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?