Contextual enquiry

Definition of

Contextual enquiry

Contextual enquiry is a user-centered design method that involves observing and interviewing users in their natural environment to gain insights into their needs and behaviors.

Detailed Description of

Contextual enquiry

Contextual enquiry is a qualitative research method used by product managers to gain an understanding of how users interact with a product in their natural environment. It involves observing users in their own context, such as at home or work, and asking questions about their experience with the product. This type of research helps product managers to identify user needs, preferences, and behaviors that can be used to inform product design decisions. Contextual enquiry can also provide insights into how users perceive the value of a product and how they use it in their daily lives. By understanding user behavior and preferences, product managers can create products that are tailored to meet the needs of their target audience.

Examples of

Contextual enquiry

1. Interviewing a customer service representative to understand how they use the concept of customer service in their daily work. 2. Observing a customer service team in action to understand how they interact with customers and handle customer complaints. 3. Conducting a survey of customers to understand their expectations and experiences with customer service. 4. Analyzing customer feedback data to identify areas where customer service could be improved. 5. Interviewing customers who have had positive experiences with customer service to understand what made them satisfied with the experience.

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