Effective Observation & Interview Techniques

Conversations about Design

… do you know?… do you not know?… do you (all) have?… do you not know that you do not know?

Problem

PartnerStudent

People with big problems?

Problem

PartnerStudent

People with Expert Knowledge

and Resources.

… is affected by or is affecting the design focus?… do you have access to?… do you not have access to?… do you not know that you need access to?

Problem

PartnerStudent

Problem

Partner

Translator

Student

Problem

Partner/Translator

Translator

StudentOther Stakeholders

Problem

Partner/Translator

Translator

StudentOther Stakeholders

Knows about Stakeholder Setting

Subject Matter Expert

… do you obtain the information you need?… do you approach some challenge with the resources you (all) have?

PartnerStudentOther Stakeholders

Questionnaire

Approach #1: Questionnaire?

Approach #1: Questionnaire?

How many hours a week do you do some form of cardiovascular exercise?

A.) 0 – 1 hourB.) 1 – 2 hoursC.) 2 – 3 hoursD.) More than 3 hours

Approach #1: Questionnaire?

How many hours a week do you do some form of cardiovascular exercise?

A.) Less than 3 hoursB.) 3 – 5 hoursC.) 5 – 7 hoursD.) More than 7 hours

Is It True?

Partner/TranslatorStudentOther Stakeholders

Approach #2: Listen to experts

Partner/TranslatorStudentOther Stakeholders

Create the space to listen: Interview

?

Stages in an Interview

• Greeting, making someone feel comfortable

• Warming up– Asking them something easy related to the issue

• Deep Dive– Asking them more detailed about your issue

• Wrap up– Follow-on questions

• Departure– Contact information for follow up

Partner/TranslatorStudentOther StakeholdersAsk the same

question in multiple ways

Tell me about X? What do others think about X? Why do they think that? If you

do not know about X, tell me about something similar. How would you go

about solving this problem involving X?

Student

Ask multiple people the same question

Tell me about X? What do others think about X? Why do they think that? If you

do not know about X, tell me about something similar. How would you go

about solving this problem involving X?

Knows about Stakeholder Setting

Student

Ask multiple people the same question

Tell me about X? What do others think about X? Why do they think that? If you

do not know about X, tell me about something similar. How would you go

about solving this problem involving X?

Translator

Student

Get connected to your global partners!

Partner

1.) Set up a plan (budget) to call via internet. (e.g., Skype, Google Voice)

2.) Record all conversations with permission from the partner (e.g., Pamela for Skype).

Traveler

Use prototypes to get information.

Partner

Prototype

Oh! I see!

Partner/TranslatorStudentOther Stakeholders

Use the design to develop a relationship.

How is your family? How are you? Tell me about your work. Tell me about the

people you represent. Let me tell you about my family.

Strategies to Create the Space for Listening

Ask the same question in multiple ways

Ask multiple people the same question

Get connected to your global partners!

Elicit information through prototypes when you can.

Use the design to develop a relationship.

Observations

• What are you going to observe?

– Know in advance what your goal is

• Will you impact the phenomena you are observing?

• Have multiple observers

– Share insights and observations

• Record or take notes

• Member check – share observation with stakeholder

Additional Resources

• Stanford D-School

• IDEO Human-Centered Design Toolkit

• EPICS Project Partner Visit Guidelines