Remote Contextual Inquiry: A Technique to Improve Enterprise Software
Jeff English, Lynn Rampoldi-Hnilo · Proceedings of the Human Factors and Ergonomics Society Annual Meeting · 2004
It is difficult to evaluate the usability of large-scale enterprise software because it is customized to each company's business process when it is implemented. Remote Contextual Inquiry is a research technique that allows software teams to remotely view how software users interact with the system and the types of software customizations that have been made. Understanding how users interact with the software and the types of customizations made during implementation can help designers and product managers prioritize existing features for redesign and describe the need for new features.