How to Understand Problems

How to Understand Problems

1. "undesirable situation"

   • Solvable
   • Not solvable
   • For who? (casino example)

2. steps to take

   • UNDERSTAND USER NEEDS
     • through communication
       • survey
       • interview
       • observe
         • contextual inquiry
       • secondary research
       • AVOID
         • Leading questions
         • loaded questions
         • double negatives
       • DO
         • define a focus
         • brainstorm questions prior
         • review questions
         • prepare organized list of questions
         • practice interview
         • pilot the interview
         • many interviews
         • establish trust