The Contextual Inquiry is based on idea that what your users report and what they actually do can be two completely different thing. It is a powerful method, because it allow us to observe your users in the context of use. Next to removing the self-reporting problems, it has the potential of providing insights about steps or problems the user has not even identified, or reveal unconscious behaviors. Conducting a Contextual Inquiry helps us getting answers for example for these questions:
- What tasks, actions are your users completing?
- What steps create friction or unnecessary difficulty in your users’ task?
- What do your users’ do to avoid or solve these steps?
- What parts of the process could be improved?