Contextual Inquiry for Intergraph Smart™ 3D

User Research Challenge
When assigned to spearhead the design revamp of Smart™ 3D, there was a need to explore new ways to make the software easier to learn, friendlier to use, and more efficient. The major roadblock to this initiative was lack of direct access to end users. I lead the charge on creating a Contextual Inquiry plan, and successfully convinced the executive management and stakeholders on ROI. On approval, I led and conducted contextual inquiry at multiple customer sites in North America, Europe and South Asia.

During the site visits, we observed users following the master apprentice model, in some cases due to constraints we improvised and conducted interviews. Focus groups were conducted by user disciplines to understand core issues faced by each user group. Work models pertaining to flow, work sequence, physical environment, artifacts used and culture were captured. Sample physical model shown below.

Data analysis
After site visits affinity diagramming sessions were conducted to synthesize & compile findings.

This exercise lead to creation of personas, scenarios and task flows for interaction design leading up to overall product UX strategy. The findings and UX strategy for the product were presented to executive management. This churned up a lot of action, leading up to realignment of product vision and also led to approval of contextual inquiries for other products.

Details on request.