<aside> ⭐ Through observation and collaborative interpretation, contextual inquiry uncovers hidden insights about customer’s work that may not be available through other research methods.
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Typically we conduct contextual inquiry during the early discovery stages for a new feature or product because this research data is so critical in shaping design choices such as requirements, personas, features, architecture, and content strategy.
The contextual-inquiry method was developed by Hugh Beyer and Karen Holtzblatt as a way to resolve the drawbacks of other Qualitative Research methodologies such as User Survey and User Interview.
These methodologies rely on the users’ ability to recall and explain a process that they are removed from in that moment. People attempt to summarize their processes, but important details like reasoning, motivation, and underlying Mental Models are left out of this summary, leaving researchers with only a superficial understanding of the users’ approach to the activity.
Contextual Inquiry — UX Knowledge Base Sketch #51
Contextual inquiry is a type of ethnographic field study that involves in-depth observation and interviews of a small sample of users to gain a robust understanding of work practices and behaviors. Its name describes exactly what makes it valuable — inquiry in context:
Contextual inquiry is useful for many domains, but it is especially well-suited for understanding users’ interactions with complex systems and in-depth processes, as well as the point of view of expert users.
In a contextual inquiry, the UX researcher observes how participants perform certain tasks while having them describe what they are doing through their interaction with the product. Unlike a usability test, the user is interacting with the product in their natural habitat and context of use. This contextual environment yields richer insights and a deeper understanding behind the behavioral interaction between a user and the product.