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What is a contextual interview?
Interviews should focus on gathering information about the current context of use rather than the interactive system itself. They should be done contextually. A contextual interview takes place at the location where the user's interaction with the interactive system usually takes place, for example the user's workplace, their home or in a shop. An ordinary interview takes place in a neutral environment, for example in a meeting room.
During a contextual interview, the interviewer treats the interviewee as the master while the interviewer is the humble apprentice (master-apprentice model). The interviewer asks because they sincerely want to learn -not because they want to demonstrate their knowledge. The interviewer should use open and neutral interview questions rather than closed and leading questions to avoid biasing the interviewee.
The interviewer should rely on an interview checklist to ensure that all relevant topics are addressed, rather than using it to control or steer the interview.
The outcome of this activity is a description of the context of use. The context of use has five components: Users (people who interact with the interactive system), Goals (what users want to achieve), Tasks (what users do to achieve their goals), Environment (where the interaction takes place), and Resources (the means required to perform the task).