interviewing and observations, lecture at digital service design @ aalto 16.9.2013
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Interviewing and observationsKarri-Pekka Laakso
Digital Service Design 16.9.2013
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
Design & Technology
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
60 seconds
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
Who?
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
users
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
buyersexperts
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
Why?
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
goalsneedsproblemsworkflows
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
How?
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
• easy & concrete• things need to happen during the visit• limited control of focus• hard to understand the why
user observations
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
• controlled: target at what you want • risk of interesting but irrelevant and
intangible results
contextual interviews
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
the summer trainee
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
the steps • have you done?• when was the
last time?• show me!
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
caveats• the meeting room• shame & lies• power play
© Copyright Reaktor 2013 Digital Service Design 16.9.2013
interviewsummer intern
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