Understanding user experience and artifact development through qualitative investigation: Ethnographic approach for human-centered design

Abstract

In this paper, we introduce a method for utilizing qualitative investigation in the development of artifacts. In particular, we discuss ethnography principles that developers and designers need to learn in order to improve artifact quality and user experience in accordance with the principles of human-centered design (HCD). The objective of ethnographic interview in the development of artifacts is to understand users in their real environment and to build personas and scenarios based on this understanding. This objective applies to the first two steps in the HCD process, which are "Understand and specify the context of use" and "Specify the user requirements." Furthermore, the investigative process of ethnographic research for development is outlined. While it is difficult to understand users through objective observation alone, and the fact that the knowledge that comes from interaction is also vital, the application of contextual inquiry through ethnography is a valuable tool for efficient understanding of the user in a short timeframe and with a limited number of observations. © 2013 Springer-Verlag.