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8.3 Applications of interviews in HCI research 189

interviewees say and what they do. As some researchers have suggested, “look at
behavior, listen to perceptions” (Miller and Crabtree, 1999).
One study of the habits of users of in-car navigation systems used both road
trips and interviews. During the rides, researchers observed drivers as they used the
navigation systems to find their way. Detailed questions were asked after the drive in
separate interviews, as responding in-depth while driving may have been too distract-
ing. Observations from the ride, audio recordings, and the interviews were studied to
understand how drivers used the navigation system (Leshed et al., 2008). Responses
identified a variety of intriguing ways in which navigation systems influenced inter-
viewees' responses to their environment: some participants described how the navi-
gation system gave them the freedom to make mistakes and take wrong turns, and
others discussed the benefits of reduced needs to pay attention to where they were
going. Navigation systems also influenced interactions between passengers and driv-
ers, with some passengers taking charge and using the navigation system and others
assuming that the driver was doing so (Leshed et al., 2008).

8.3 APPLICATIONS OF INTERVIEWS IN HCI RESEARCH
HCI researchers use interviews and focus groups to help build an understanding of
the needs, practices, concerns, preferences, and attitudes of the people who might in-
teract with a current or future computer system. In their focus and breadth, interviews
share strengths with several other research techniques. Like usability studies and
surveys, interviews often include quantitative results. At the same time, interviews
are subjective and more open-ended, often providing deeper insights similar to those
associated with ethnographies and case studies.
HCI researchers can use interviews in almost any phase of a project, from ini-
tial exploration to requirements gathering, evaluation of prototypes, and summative
evaluation of completed products.

8.3.1 INITIAL EXPLORATION
Imagine that you've just been asked to investigate new possibilities for helping peo-
ple to manage digital artifacts of their lives (pictures and videos). You've got a strong
feeling that the current tools are insufficient but you'd like to develop a better under-
standing of what people are doing and what they'd like to do. Ideally, this understand-
ing would help you generate some ideas for developing a tool that will be the next
great sensation.
When you're embarking on a new project involving the design of novel tools
for unfamiliar users and needs, interviews and focus groups can be vital tools. You
might sit down with various potential users to understand their goals and needs.
What would they like to do with their pictures and videos? How do these artifacts
play into their daily lives? Where and when are they most likely to reach for a picture
or video? How do they use these records to tell stories about their lives? You might