"Contextual inquiry (CI) is a user-centered design ethnographic research method. A contextual inquiry interview is usually carried out in the natural environment that the user uses the system and the researcher watches the user do their normal activities and discusses what they see with the user."
So the team visited Dehiwala zoo and selected a random visitor to carry out the research.
"Think-aloud protocol (or think-aloud protocols; also talk-aloud protocol) is a method used to gather data in usability testing in product design and development, in psychology and a range of social sciences (e.g., reading, writing, translation research, decision making, and process tracing)."
So the selected visitor was instructed to talk aloud while he used the app.
The team was able to film the user's facial expressions while he used the application and the screen was recorded as well.
screen recording
video of the interview
(Please note that the audio quality of the second video is considerably poor and a media player like VLC media player is recommended.)
Transcript (time stamps are according to the screen recording video's time stamps)
00:00:00 -> 00:00:02
Darsha: Tell us your name.
00:00:03 -> 00:00:04
Interviewer:I'm Lakpriya from Moratuwa
00:00:05 -> 00:00:08
Darsha: Okay, go to our application. It says MGS.
00:00:09 -> 00:00:10
Lakpriya: Okay got it
00:00:11 -> 00:00:19
Darsha: Now you can see the home page of our application.
First tell us what do you feel about the interface of the homepage.
00:00:20 -> 00:00:21
Lakpriya: Yeah that looks fine for me.
00:00:22 -> 00:00:33
Darsha: And now we are giving you ten tasks to do,
and you have to say whatever the things you think when you use this application okay?
00:00:34 -> 00:00:35
Lakpriya: Okay sure.
00:00:36 -> 00:00:40
Darsha: Okay first task, you have to view the GPS map of the zoo.
00:00:41 -> 00:01:11
Lakpriya: Okay first thing, I cannot get an exact idea where you have to move
from here.
And a little description is there. Since there's an arrow I believe I have
to click on it. Okay here I go now I can see the interface ,
so what exactly do you want me to do?
00:01:12 -> 00:01:13
Darsha: you have to view the GPS map of the zoo.
00:01:14 -> 00:01:17
Lakpriya: Okay I clicked on the map, the map is here.
00:01:18 -> 00:01:24
Darsha: Okay now you have to view your current location using this map.
00:01:25 -> 00:01:32
Lakpriya: Okay I believe i'm in here. There's a little arrow pointed in blue.
So I believe I'm there.
00:01:34 -> 00:01:42
Darsha: Is there a description or something? Does it say you are in front
of elephants?
00:01:43 -> 00:02:15
Lakpriya: I must say this is damn slow and frustrating to check this and no
I can't see any elephant path and I'm in a corner and I don't know which is
the exact place and whether this is giving the actual picture of where
i'm staying. So I'm not sure.
00:02:16 -> 00:02:27
Darsha: Okay moving on to our next task, you have to open the phone camera
from the application and you have to capture a picture and upload it
00:02:30 -> 00:02:54
Lakpriya: okay sure that looks easy, you want me to capture one right?
okay I can save the image so i'm gonna save it. and it gives an error, returns
an error saying internal error. I believe it's not working.
00:02:58 -> 00:03:04
Darsha: okay now you have to search for a picture from the gallery and you
have to upload it
00:03:15 -> 00:03:18
Lakpriya: okay and it gives the same error as an internal error.
00:03:20 -> 00:03:25
Darsha: okay now you have to search animals and view their information.
00:03:27 -> 00:03:39
Lakpriya: Ok I clicked on animal info tab and I really can't find a way
to browse the animal from here, it does say animal name,scientific name
that and this.
00:03:39 -> 00:03:41
Darsha: Tell us what do you think about the interface
00:03:43 -> 00:03:47
Lakpriya: It's more like just a text document for me.
00:03:50 -> 00:03:54
Darsha: Okay now you have to view special daily zoo news.
00:03:56 -> 00:04:12
Lakpriya: okay i'll revert back to home, I believe it's there and I can't
see anywhere like to view news and all so i'll navigate to more and yeah
there you go special events news, no news there, but still..
00:04:13 -> 00:05:09
Darsha: okay Now you have to book a zoo event from the event catalog
00:04:18 -> 00:04:17
Lakpriya: Since you want me to book it I believe it's in ticketing okay there
you go it says product catalog and I must say that it's really confusing
because I was at events and it's better if I can navigate to events directly
to book my catalog.
so according to this app I have to come back to my home page and I have to
go to ticketing and I have to select product catalog. even though i'm
gonna select one, it says there are three catalogs available.
elephant performance,joy rides,sea lion performance...hmmm i like joy
rides so i'm gonna select it.
00:05:11 -> 00:05:13
Darsha: okay now you have booked an event
00:05:14 -> 00:05:23
Lakpriya: give me a second, I didn't book it yet i went to joy rides,
it says currently in cart 1, quantity I have selected i'm gonna set it to 21,
00:05:23 -> 00:05:32
Darsha: okay that means you have viewed the shopping cart, that is our next
task, so you have viewed the shopping cart now you have to edit the booked
event.
00:05:36 -> 00:05:58
Lakpriya: okay the first thing I don't know whether i have booked one,because
it doesn't give me any feedback like that i have booked one,or it doesn't give
any option, it doesn't give any feedback from the app..so i'm not quite
sure whether I have booked one or not so how am I gonna edit it because
I don't know whether I have booked it.
00:05:59 -> 00:06:06
Darsha: okay we'll move to the next question, you have to make the payment
for the booked event and you have to check out.
00:06:07 -> 00:06:40
Lakpriya: Ok i'll go to the shopping cart because that's the way for me to do
the payment. Ok when I clicked on the shopping cart it says joy rides,
quantity 1 and it seems like something is saved in the app,,its a bit slow,,
okay pay with paypal.. unfortunately MGS has stopped. I believe the app
has crashed
00:06:42 -> 00:06:53
Darsha: okay this will be our last task. you have to make a call to the
zoo from contact us through the application
00:06:54 -> 00:07:10
Lakpriya: okay I clicked on contact us, call zoo office, call director,
let's make an inquiry..Ok i'm calling the zoo office. okay there you go, it
rings. yeah it's working, that was the easiest to do
00:07:11 -> 00:07:13
Darsha: so that's it, thank you very much for helping
00:07:14 -> 00:07:15
Lakpriya: you're most welcome.
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