Contextual Inquiry
Watching someone work in their own environment, with their own data and interruptions, and asking about it as they go.
Contextual inquiry puts the researcher where the work happens rather than in a call. That matters because the environment contains most of what an interview loses: the second monitor with the spreadsheet everyone denies using, the printed sheet taped to the desk, the colleague who gets asked every time, the interruption every four minutes. None of it comes up when you ask people to describe their process, because to them it is not part of the process.
The posture is apprentice, not examiner: the participant works, you watch, and you ask about what you see as it happens rather than saving questions for the end. The output is different from an interview's — you leave with observed workarounds, actual data volumes, and the real sequence of steps, which is usually longer and messier than any documented process.
In practice
A warehouse management vendor ran remote interviews and heard that scanning was fine. One site visit showed operators scanning with gloves on, in a cold room, holding the device at arm's length because the screen fogged. Every tap target on the screen had been sized for an office. Nobody had mentioned it, because to them it was the room, not the software.
Where teams get it wrong
- Doing it over a call, which removes the environment that is the entire point.
- Interrupting the work to ask questions instead of asking about what just happened.
- Visiting one site and generalising — environments vary more than interfaces do.
- Recording only what the participant says and not what they do.
- Arriving with a list of questions and running an interview in a different room.
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Related terms
All terms- User InterviewA structured conversation with someone who uses or might use a product, aimed at understanding their situation rather than collecting opinions.
- User ResearchThe systematic study of users' goals, behaviour and context — through interviews, observation and analysis — to inform what gets designed and built.
- Diary StudyAsking participants to record their own experience over days or weeks, capturing behaviour no single session can show.
- Usability TestingWatching real users attempt real tasks in a product or prototype to find where they struggle, without steering them.