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Contextual Enquiry for a Startup (2018)
This company solves a very niche problem of SMEs – delayed collections. Their question: they were redesigning, and had a sense that their customers were using their software in many unintended ways. They wanted to understand why.
Through a short but focused exercise, I visited their customers, interviewed them and studied their workflow. This resulted in very specific – and surprising – insights into what their customers really needed.
