Monday, August 21, 2006

More about user research tasks & techniques

Following on from my last post about the role of user research in user experience projects, I thought I'd quickly jot down some of the tasks that may fall into the category of 'Defining the problem':
  • ethnographic study
  • usage metrics from current system
  • task completion/abandonment rates
  • customer reliance on alternative channels
  • feedback / requests for assistance
  • customer surveys
  • business process mapping
What else would you put into this category?

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