Well its November and time to reorg the corporation again:)
We are looking at ways to integrate UCD with Business Development. Specifically we are looking at using methods such as K. Holtzblatt's Rapid Contextual Design to develop a new process, rather than a product, that creates a positive user experience for customers transitioning from a legacy application to a new generation product. We are thinking of doing contextual inquiry to understand the decision process customers go through so we can identify what makes them decide to transistion, what are the pain points etc.
This falls under the "other duties as assigned" category...
Our executives have asked my team (UCD & Web Analytics) to conduct a survey of "end users and business & IT stakeholders" (exact words) to collect data that will be mapped to proposals to migrate our email, calendar, web portal, team collab and real-time collaboration tools to either a full IBM stack or Micrsoft stack. We currently use Notes for email, calendars, meetings, team collab & Sametime for instant messaging and screen-sharing.
After reading a fair amount on ethnography, empathic research,
and other methods targeted at getting inside the user's mind,
I'm wondering if it wouldn't be "easier" to approach it from
the other side: to train users to communicate their latent needs.
The techniques mentioned above can be costly to implement,
and users' domains, in some cases, can be difficult for a designer
to completely understand.
DESIGNER ----/tools/----------------------> NEED <---/??/---- USER
Is anyone aware of research on training users to uncover and communicate