Site Visits

Interviews and observations

Site visits
What we see and do for ourselves is more memorable, more real, more true than what someone else tells us. In any situation, there is more to be seen and understood than can be articulated. Only by being there can we absorb the look and feel of a place, a person, a group.

Emphasis on presence and embodiment

Practical: what can be most efficiently and effectively learned Philosophical: phenomenological, e.g. Hubert Dreyfus, On the Internet
Our body plays a crucial role in our being able to make sense of things so as to see what is relevant, our ability to let things matter to us and so to acquire skills, our sense of the reality of things, our trust in other people, and finally, our capacity for making the unconditional commitments that give meaning to our lives. p. 90

Embodiment and Co-presence (and usability)

Action: Activity, skill, and learning
Understanding peoples actions Recognizing, accommodating skill

Interaction: Understanding, trust

Understanding its role in the work Between usability expert and participants

Context
Understanding the contexts of use The context in which the usability professional is learning about the system and users

Dreyfus on embodiment
Like embodied commonsense understanding, cultural style is too embodied to be captured in a theory, and passed on by talking heads. It is simply passed on silently from body to body, yet it is what makes us human beings and provides the background against which all other learning is possible. It is only by being apprenticed to ones parents and teachers that one gains what Aristotle calls practical wisdom the general ability to do the appropriate thing, at the appropriate time, in the appropriate way. Hubert Dreyfus, On the Internet, p. 48

Uses of site visits for needs and usability assessment

Task and user analysis
Study work regardless of technology Study use of existing technology

Usability assessment in situ

Of prototypes at varying stages Of working systems

What does the analyst do on site visits?

Observe
environments and activities

Interview
In their work situation

Engage in interactive observation

observe and interview simultaneously Think-aloud protocols
2-person variant

Experience activities on site for oneself (sometimes)

Benefits of site visits

See complexity of real world See what people cant articulate
exceptions

Bring back pictures, stories for design team Assure users that you understand (better) their world See informal interaction, chance happenings See and feel conditions for oneself

Limits of site visits

Limited time
Particular time of year, day, etc. Limited slice of the work Limited number, range of people

Can best see whats visible

Can lead to bias in favor of whats most visible, what was seen on this visit
Sense that you know more than you do

Setting up site visits

Decide what you need to know, from whom, where based on your goals Be flexible and ready to change as needed Getting people to give you time and attention is sometimes difficult

But know what you want and what you need

get insiders to make contacts be flexible about scheduling make it clear that you are very respectful of their constraints and pressures

to do

Selecting Participants
Select a variety of people and locations based on your objectives Use people within the group to suggest others In some cases, pre-qualify people Seek out articulate and thoughtful users, observers Key informants pros and cons

The Interviewer
Interviewer effects Using similar interviewers The benefits of a two-person team Neutral or not?

Interacting with Participants

In their own location(s) if that makes sense E.g., both private office and shared workspace Incentives: depends on circumstances; most appropriate with public cash is nice Gain their trust and cooperation Always be accommodating & respectful theyre doing you a favor. Be ready to: stop or get out of the way turn off the tape recorder or camera stop writing Pitch in and help out (if appropriate) Sensitivities That they will look bad That others will Things you may not be able to anticipate Axes to grind Confidentiality and releases

Site visit schedule

Ensure that they know ahead of time who you are, why Introduce yourselves and your purpose Lay ground rules: confidentiality and willingness to stop recording Reach an agreement on time; stop or offer to stop on time Set them at their ease Ask users about themselves Ask the questions you need to Be aware if they try to introduce new subjects or go in a new direction: sometimes this is a digression sometimes your view is narrow and they are trying to correct it Always ask: is there anything else I should have asked? Is there anything else I should know? Ask how you can contact them if you need to follow up. Dont over-schedule yourself; it is hard work.

Data Recording Methods

Taking notes on paper and laptop
What to record?

Audio-taping - & transcribing

Voice recognition software

Still photography Videotaping - & indexing Collecting examples (e.g., of forms)

Write up your notes immediately

You have to, have to, have to! More detail than you think you need.
What you saw, heard, did, thought

Audiotape in the car in the way home. Debrief with other team members on the way home.

Interviewing