Enhancing User Experience Processes through Contextual Inquiry
Ian Buchanan
In the world of software development, many companies are being forced to move to a Software as a Service (SaaS) structure and are also often challenged by their competition to implement smoother and more functional user experiences. However, in order to implement an effective user experience and interface into a software development company’s product(s), it is essential to evaluate the methods and frameworks being used in the product development process.
This project partners with a software development company that is somewhat unique in the tech industry; a 40-year-old company that, until recently, has been run according to traditional IT, software, and information systems development practices. New ownership has mandated the need for exponential revenue growth and a current push to transition to offering one product that can be tailored to each client versus a range of standalone, siloed products that currently exist.
The partner company in this project is anonymous in an effort to protect against the possible dissemination of any proprietary company information. The company has agreed to participate in this project in an effort to improve their processes moving forward.
In 2005, a study of software programmers concluded that approximately 50% of a software developer’s time is spent redoing or reworking code (Weinschenk, 2005). Furthermore, a study conducted by Forrester Research in 2015 found that on average, every dollar invested in user experience/user interface (UI/UX) brings $100 in return, resulting in an ROI of around 9,900%. Finally, a study from the Nielsen Norman Group in 2008 found that after completing a usability-focused redesign, the average improvement of key performance indicators (KPI) was 83% (Neilsen, 2008). Based on these studies and statistics, the value of investing in better UI/UX practices is undeniable. Thus, it is imperative that the company that will partner with this creative project evaluate its current UI/UX processes to make its new single offering as successful as possible in a competitive market.
For this project, contextual design—more specifically contextual inquiry—will include empathy research, observations, work modeling, and interviews within the company to help create solutions for implementing more effective UI/UX practices throughout the product development process. The end result of this project will be the creation of a report delivered to the leadership of the company that presents the findings of this research and suggestions for how the company’s employees can use the data to their advantage to improve company UI/UX processes.