Contextual inquiry involves collecting detailed information about customer work practices by observation and conversation. This information is then used to make recommendations for system, condition, or situation enhancement.
Ford School Event Management System
Using common contextual inquiry procedures, I was part of a team that evaluated the functionality and usability of an internal event management system for the Gerald R. Ford School of Public Policy. This 16 week study involved establishing group dynamics, interviewing users, developing hypothetical personas and scenarios to model typical use cases, creating affinity diagrams identifying the major problem areas in task groups, creating artifact, sequence, communication, cultural, and physical layout models, and finally presenting clients with three system improvement recommendations.