My main focus in UX is web UX, but I've been requested by my supervisor to help with improving the process of an installation company (not web-related). I proposed doing contextual interviews (CI) to observe the installation process in hopes to discover any bottlenecks/pain points that can be improved in order to make the installation jobs more efficient. However, there are a couple of problems:
- An installation job usually has around 2-3 people working on different jobs (roof crew does installations, ground crew does prep work, etc). How would one conduct a CI with so many different roles?
- Given the above problem, is contextual interview even the best approach? Would having another person help with the CI work? I've also thought about doing diary studies.
Any articles or case studies on applying UX techniques to improving a process would help.