Staking out the Union

We conducted our research at the Union from 5-6:30 p.m. on a Wednesday, spending the first half of the time doing fly-on-the-wall observation and the second half interviewing people who were using the lobby's map. We video recorded both.

For the fly-on-the-wall observations, we initially staked out three different entrances, but ultimately focused on the main entrance when we realized it was the only place people were looking for directions. We sat and took notes against the wall next to the entrance so we'd be able to view the whole sequence of events — from the time a visitor entered to the time they walked away from the map. This location also helped us stay out of everyone's way.

When it came time to do the interviews, each of us took turns approaching people and asking them about the ways in which they were using the map. We asked them why they were at the Union, whether or not they knew where they were going, and, once they had determined how to get to their destination, how they had done so. We also asked any follow-up questions we deemed appropriate.