English
To answer these questions, service designers spend time with users to better understand their daily lives. This process is called “contextual inquiry”—gathering qualitative data on how people use a product in the context of their lived experience.
Service designers will pay attention to things like: When does this person interact with the product? How (mechanically, step-by-step) do they interact with it? What else is going on in their lives/days when they do? What do they do with it? And especially: What do they do with it that surprises us? What places do they get stuck? Are there any parts of the product they can’t access? What makes them stop using it? Are there other products they use instead of this one? Why? Are there any points we would expect them to use this product and they don’t? What can we see about why?
Service designers will pay attention to things like: When does this person interact with the product? How (mechanically, step-by-step) do they interact with it? What else is going on in their lives/days when they do? What do they do with it? And especially: What do they do with it that surprises us? What places do they get stuck? Are there any parts of the product they can’t access? What makes them stop using it? Are there other products they use instead of this one? Why? Are there any points we would expect them to use this product and they don’t? What can we see about why?
To answer these questions, service designers spend time with users to better understand their daily lives. This process is called “contextual inquiry”—gathering qualitative data on how people use a product in the context of their lived experience.
Service designers will pay attention to things like: When does this person interact with the product? How (mechanically, step-by-step) do they interact with it? What else is going on in their lives/days when they do? What do they do with it? And especially: What do they do with it that surprises us? What places do they get stuck? Are there any parts of the product they can’t access? What makes them stop using it? Are there other products they use instead of this one? Why? Are there any points we would expect them to use this product and they don’t? What can we see about why?