In the short time I’ve been working with the Consumer Financial Protection Bureau (CFPB), I’ve met people who told me about their problems with a U.S. company, and I tell them to complain using the Bureau’s form. Your U.S. State…
An Introduction to the Data Experience Diagnostic
By “data experience,” I mean the user experience (UX) of data, information, stories, insights, dashboards and other artifacts of evidence or subjective truth. The UX of data involves anyone using data and information to make decisions. An inroad to understand…
Data ethnography is good data science
An incredible amount of effort can be expended by individuals and organizations to store, gather, analyze, share and present data. The proverbial “last mile/kilometer” of this work is understanding how people experience data: their behavioral response…
Metric Fixation and Data Ethnographers
“The problem is not measurement, but excessive measurement and inappropriate measurement — not metrics, but metric fixation is a cultural pattern It affects the way in which people talk about the world, and thus how they think about…
Communication as a research strategy
Another researcher contacted me recently about a nationwide project to help government administrators serve the public better through technology. Our call was supposed to be about refining the interview guide, and how it aligned with the project’s goals. While we…