Pat’s Point of View

My latest article has just been released, in which I interview Gerry Gaffney on the use of cultural probes in the context of intranet development. This was actually to return the favour extended by Gerry to interview me for his UX podcast. Here’s a taste:

Often it’s difficult to tell exactly who is using an intranet, and how they are using it. Obviously, some research is required to help answer these questions, but what technique can capture the tacit knowledge without shadowing users in an uncomfortable and expensive way?

A relatively recent research technique that can be very useful in this situation is known as a ‘cultural probe’. In essence, the technique involves getting users to give you information without you actually being there. Often this means giving them a diary to write things down in, but the technique can make use of all manner of objects.

I think there are many benefits to this technique for those designing, or redesigning, an intranet. Firstly, it’s often the case that intranet teams are working with very little budget, and thus including all user groups—say interstate or overseas—in research activities can be next to impossible. Sending out a probe which can collect data for you at low cost is a good solution.

It’s also a great way to reduce the ‘Hawthorne effect’, that is the effect you will have on those you are researching simply by being there. This effect is especially difficult for intranet teams to avoid, since they are often researching their own colleagues. It’s hard to blend into the background when you know everyone in the room! External consultants have it easy when it comes to quietly observing or doing contextual inquiries.

I really like the cultural probe technique, especially the sorts of whacky and creative things done by design researchers such as Bill Gaver. These might be a bit ‘out there’ for the corporate environment, but certainly get your attention.

(I’m interested in case studies that describe the use of probes, particularly ‘inside the firewall’. Have you probed your enterprise? What did you find?)

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