Case Logisitx is an eDiscovery platform for the legal market. My UX team worked with clients to better understand their end-to-end eDiscovery workflows; the tasks associated, how they are performed, why the various people work in the manner that they do and what pain points are encountered during those processes . We were able to get a better understanding of eDiscovery roles at an experiential level.
I created this experience map using the data we collected from these contextual inquiries. It was important for the team that this information be presented into an easy to understand visual that could be referenced throughout the development of project requirements.
Contextual inquiry is a user-centered-design ethnographic research method, which can be used for many purposes, in this case, to understand the work of specific roles or tasks and learn the responsibility of each role. Contextual inquiry sessions are conducted in the user’s actual place of work to understand context and a user’s tools and objects. The researcher observes users working on day-to-day tasks, their environment, artifacts and other relevant resources they use to complete their work. If tasks cannot be observed, then those tasks are discussed retrospectively.