This Synthesis Lecture examines the roles of qualitative methods in Human-Computer Interaction (HCI) research, including how to better understand user needs and behaviours and evaluate situated uses of technology. It demonstrates how qualitative methods allow researchers to ask questions where the answers are complex, nuanced, interesting and sometimes surprising. The authors draw on the analogy of documentary filmmaking, providing behind-the-scenes insight into the rarely discussed but essential work that produces quality results. While there are many “how to” guides for methods, few texts start by considering the purpose of a study and then discuss how to select a suitable method, adapt it to fit the study context, or deal with unanticipated challenges. This book addresses this gap by presenting a repertoire of qualitative techniques for understanding user needs, practices and experiences with technology to inform design. It also discusses practicalities such as tactics for recruiting participants, ways of getting started when faced with a pile of interview transcripts and considerations if using tools, including Artificial Intelligence tools, to support the research process. It focuses on semi-structured qualitative studies, which occupy a space between ethnography and surveys—typically involving observations, interviews and similar methods for data gathering, and methods of analysis based on systematic coding of data. Per the book’s central metaphor, a documentary team faces often unreported challenges when organizing expeditions and collecting and editing footage within time and budget constraints; similarly, a qualitative research team faces challenges in obtaining ethical clearance, recruiting participants, gathering and analysing data, choosing how and what to report, etc. The authors present examples drawn from lived experience to illustrate the practicalities of doing qualitative studies for interaction design. The book includes takeaway checklists for planning, conducting, reporting and evaluating semi-structured qualitative studies that provide readers with practical tools for their own practice.

Ann Blandford is Professor of Human–Computer Interaction at University College London. Her research focuses on the design and use of interactive technology in healthcare delivery, particularly on how to design systems that fit well in their context of use and for their intended purposes. She has published widely on the design and situated use of interactive health technologies, on how technology can be designed to better support people’s needs and on modelling situated interactions. She has supervised over 30 Ph.D. student projects to completion, and over 100 MSc student dissertations.

Dominic Furniss is a Senior Human Factors Consultant and Trainer at Human Reliability Associates, where he leads the Human Reliability Academy. He works predominantly with oil, gas and chemical plants, as well as pharmaceutical, mining and other high-hazard sectors. His expertise focuses on qualitative human factors risk assessment, sociotechnical system design and system safety. He has a longstanding interest in how qualitative research methods can illuminate the design and use of technology within broader systems, including developing novel methods in Distributed Cognition and Resilience Engineering.

Stephann Makri is a Senior Lecturer in Human–Computer Interaction at City St George’s, University of London, with over two decades of experience in qualitative HCI research. Motivated by big “how” and “why” questions of Human-Information Interaction, such as “how do people verify AI-generated information?” and “why do people selectively avoid information during global crises?”, Stephann has a passion for gaining a detailed understanding of people’s interactions with digital information environments such as the Web, Social Media (including short video platforms) and Generative AI platforms, and feeding that understanding into suggestions for the design and improvement of those environments. A key focus area of Stephann’s research involves better understanding and providing guidance to mitigate information harms, such as misinformation and polarisation.