Last fall, I spent two days at a regional operations center for a large transportation company. I was working with a team that was redesigning a fleet management device. We ran brief Pain Point Interviews with many of the truckers in order to understand what worked well and what hurdles they faced with their current devices.
Most of these interviews were conducted in a common lounge area. But a few of the truckers had time to give us a tour of their cabs. We asked the same questions. But this time, sitting behind the wheel, reaching over, and explaining their experiences, we were able to see the reality of our previous design decisions.