Thread by @RohanIrvine

Next Up!

Katrina Ryl, User Experience Designer at Orica
&
Roland Wimbush, Principal Product Designer at ServiceNSW

— Get your hands dirty: Gaining the trust of hard to reach users

#DR2021

Kat is telling a story about the first time she went to a mining site for research — she managed to get 1 question in before the participant asked "why should I help you IT folk out, you're here to take our job?"

Orica is the number one global supplier of commercial explosives 🧨

BlastIQ helps design blast patterns and drivers to adjust for the field and identify potential safety issues.

There was resistance to new technology from the audience, automation, surveillance and a real fear of losing their jobs.

Kat and Roland spent time building trust, that they were not their judging their work or their processes and they wanted to help make the software easier to use so their life was much easier.

Orica hires a lot of ex miners to be their product managers to make sure they have subject matter experts working on the products

Geographically dispersed users, often extreme opposites of environments.

The situation on the ground is so unique, the experience of even entering a mine site is a consideration they have to think about.

Changing priorities are constant, so even when you get to the site there are complexities.

Some of the considerations when working globally in mining

What they learned on site

Environmental factors they had to consider

Understanding the context

Understanding the process with contextual inquiries

Some of the research methods they used

Thanks Kat & Roland

#dr2021

@threadreaderapp unroll please