Abstract
This chapter discusses the techniques that are designed to reveal how the target audience lives, how they think, and what problems they run into. These techniques include contextual inquiry, task analysis, and card sorting. Contextual inquiry is a technique that helps in understanding the real environment people live in and work in, and it reveals their needs within that environment. It uncovers what people really do and how they define what is actually valuable to them. Task analysis is a structured method of hierarchically analyzing a single task in order to understand the interaction of its components. Card sorting is a technique that is used to uncover how people organize information and how they categorize and relate concepts. Card sorting is best done when one knows what kind of information needs to be organized, but before an organizational solution has been implemented. It is usually done after the product purpose, the audience, and the features have been established, but before an information architecture or design has been developed.
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