Summary
The speaker recounts their experience as lead researcher and designer assigned to improve an internal IT software tool under a tight deadline. Accompanied by Laura, an eager apprentice, they conducted office visits to understand user needs. Meeting Carol, a candid and critical employee, proved pivotal. Carol introduced them to "flat Carol," a cardboard cutout of herself used as a playful proxy when away from her desk. This surprising discovery derailed the planned software-focused interview, forcing the researcher to adapt and prioritize presence and open dialogue. Through embracing the unexpected, they gleaned deeper insights into workplace culture and user experience. Laura learned a vital lesson in research resilience and improvisation, while Carol appreciated the genuine engagement. The talk emphasizes the importance of flexibility, empathy, and valuing unplanned moments in ethnographic research and UX work.
Key Insights
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Unexpected moments in research can reveal rich cultural and emotional insights beyond initial objectives.
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Flexibility and presence are critical skills for researchers in the field when plans go off-track.
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Apprentices like Laura benefit greatly from seeing experienced researchers adapt in real-time.
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Direct, unfiltered feedback like Carol's is crucial but often challenges standard interview guides.
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Physical artifacts, such as Carol's cardboard cutout, can become powerful symbols within workplace culture.
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Building rapport by following where the conversation naturally leads can uncover unexpected user needs.
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Researchers must balance guiding conversations and allowing participants freedom to express themselves.
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An employee’s playful behaviors (e.g., flat Carol) can communicate attitudes about work presence and engagement.
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Handling surprising behavior professionally models research composure and empathy for observers.
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The most valuable research outcomes may emerge from organic, unscripted dialogue rather than strict questionnaires.
Notable Quotes
"I know who you are and I have opinions."
"I’m going to need to bring my A game."
"I warned her that fieldwork could go any which way and she should be ready for anything."
"Flat Carol was a nearly life-size cardboard cutout of Carol with a blank speech bubble."
"I put down my question guide and just talked with Carol."
"We occasionally spoke about the company processes connected to the software research, but that really wasn’t my priority."
"Laura let out a sigh of relief and said, I don’t think I could ever recover the way that you did."
"Research is about living up to the unexpected in the field."
"I needed to help Laura and myself understand why Carol felt the ways that she did so that we could do something about it later."
"We all walked away better for it."
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