Contextual inquiry with Linkedin users

1. Assignment: Contextual Inquiry
Name:Tushar Sharma
Email ID: tusharmps@gmail.com

2. Assignment Instructions
For every user you conduct contextual inquiry on, you need to prepare the following:
● User information: details about user demographics, his/her technological preferences and a photo. [See
slide no. 4 for reference]
● Venue details of contextual inquiry: photo and location name. [See slide no. 5 for reference]
● Details of the task performed: App name, task, task details, link of lookback recording. [See slide no. 6 for
reference]
● Notes for the contextual inquiry session which would include: [See slide no. 7 for reference]
- Questions asked during the session and user answers to those questions
- Distractions faced while conducting the session
- Moments of delight and disappointment expressed by user during the session
● Analysis of the user answers and recording of the session. These would contain the insights gathered from
individual sessions you conducted. These are insights about what did the user set out to, what worked well
and what didn't, pain points in current flow to perform a task. For example, in the session Manu doesn't
remember his Paytm password and cod option was not available either. [See slide no. 8 for reference]

3. User 1

4. User Information: 1
Name: Ashish Mittal
Age:30
City: Noida, U.P
Occupation: Software Developer
Marital Status: Married
Education Qualification: B.tech
Photograph of the user
Mobile Device OS: Android
Preferred device for web access: Laptop
Preferred social networks: Facebook
Favourite Brands: Samsung
Demographics
Technology

5. Venue of the contextual inquiry
Venue Photograph
Venue details - Users office

6. Details of the task performed
App Name: Linkedin
Task: Add yourself to a group of interest on Linkedin
Task details: User searches and adds himself to AEM(Adobe Experience Manager) on linkedin
Link to the video for the user: https://drive.google.com/open?id=1tPdChLyMuzYscInCk-QYOmoLqbPyQ-
Mo

7. Notes for the contextual inquiry session
Your notes for the contextual inquiry session should contain the below components for each user.
(Please note each of the points below should be a separate slide)
Question asked and the answers by the user
Q. Whats the motivation for adding yourself for a particular group?
A. To get latest updates on technology of interest , getting contacts in the same domain, post any queries
Q. Have you added yourself to a group before?
A. No
Q. Do you find the top searchof the group searched useful?
A. No- as the group had last & the only update 2 years back
Q. Do you find the interface of the relevant group useful? If not what improvements do you suggest
A. It is useful as gives me relevant people from my domain whom I can add as my contacts. However, before the request for joining is approved by the owner, I should be
able to see more info like top discussions, activities on the group. Would also like linkedin to give recommendations on relevant groups

8. Moments of delight and disappointment
The user was disappointed with the fact that the top result displayed for the
searched group wasn’t useful as it wasn’t an active group & didn’t have relevant
information
The user was delighted when they were able to get to the desired group

9. Your analysis of the session
As the user wasn’t a very active Linkedin user, there was low to medium difficulty in getting
used to the whole journey of group searching and addition. Although the user was clear with his
motivation for adding himself to the group- he isn’t aware about all the utilities of the group.
The customer journey for adding to a group is pretty straight forward, but the contextual
inquiry proves that there is a learning curve involved, though not very steep.
Pain points in the current journey: When the users searches for a group, it isn’t clear from the
search results whether the result is a page or a group. Also, the information on the first page
displayed of the group doesn’t give the user a peek into the kind of discussions taking place on
the group

10. User 2

11. User Information: 2
Name: Shati Mehrotra
Age:28
City: Noida, U.P
Occupation: Customer service
Marital Status: Single
Education Qualification: B.Com
Photograph of the user
Mobile Device OS: Android
Preferred device for web access: Laptop
Preferred social networks: Facebook
Favourite Brands: Apple etc.
Demographics
Technology

12. Venue of the contextual inquiry
Venue Photograph
Venue details - Users office, users study room etc

13. Details of the task performed
App Name: LinkedIn
Task: Add a connection on LinkedIn
Task details: User searches for a contact on Linkedin and adds them to their network
Link to the video for the user: https://drive.google.com/open?id=1J4CKob8k298TQRbb6q6SrhcoEkAXlusJ

14. Questions asked and the answers by the user
Question Answer
Are you a frequent LinkedIn user & what do
you use LinkedIn for?
Use LinkedIn occasionally- created the profile
during under-grad when user was actively
looking for jobs
Are you familiar with the LinkedIn interface Yes
Do you feel adding a message while sending a
connection request is useful?
Yes, I have used the option previously and
found it useful
Do you find the filter options for search useful Yes, they are useful when the user does not
show up in first set of search results.

15. Moments of delight and disappointment
Delight- When the user was able to find and add the desired connection on
LinkedIn.
No moment of disappointment
Distractions
User spent considerable amount of time searching for users who weren’t present
on LinkedIn

16. Your analysis of the session
The user set out to add a connection on Linkedin and was successfully able to do it.
What worked well: User was able to search the intended person to be added & was
comfortable with the workflow for adding. The search was intuitive to display the relevant
results
What didn’t work well: When the user tried to search contacts randomly which were not
present on LinkedIn- there was confusion regarding relevance of the results displayed.
Pain points: It is time-consuming for users to figure out that the searched connection might not
be present on LinkedIn