Contextual Inquiry at DocuSign

In an effort to get a deeper understanding of our customers and their product needs, we completed a broad qualitative research exercise with enterprise customers around the United States.  A team of product designers, product managers, and researchers traveled to each customer site to conduct shadowing sessions and in-depth interviews with IT, business analysts, and subject matter experts.

After each session, the team held a debrief to capture our findings.  Once all of our site visits were completed, we used affinity diagramming to group insights.  We analyzed the groups and prepared presentations for each major product area.

After analyzing the data, the research team presented our findings throughout DocuSign.  I am happy to provide more details about my experience with a large scale contextual inquiry.