A form of participant observation. Alex Frankel has written a new book, Punching In: The Unauthorized Adventures of a Front-Line Employee, which focuses on his experiences of working in ‘front line’ positions with a range of companies including: UPS, Starbucks, Gap and Apple.

Tagged: Ethnography, Technology and user research

There are some excellent benefits of prototyping - it helps you test initial concepts and service ideas with real ‘people’ at a very early stage. Here’s a short clip on paper prototyping from YouTube (click here if you are viewing the blog using IE).

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