Klein et al.’s paper describes an interview method that focuses on non-routine events. The method has been developed for studying decision making but it seems to be potentially applicable to UCD/HCI also.
The core idea of the method is to go through the same event multiple times with the interviewee. The paper suggests four rounds:
- unstructured account of the event
The interviewee describes the event whit his/her own words
- timeline of the event
Timeline of the event is constructed in collaboration between interviewee and interviewer. The timeline includes all the phases (sequence and duration) of the event.
- decision point identification
Decision points, i.e. phases and places where decisions were made during the event are identified.
- deeper decision point analysis
Understanding of the decisions and decision points are deepened by asking additional questions (article uses term: cognitive probes) such as “what did you see during…” or “what information did you use…” or “what where your specific goals in this time…”.