Institute for Social Research

Dissected core operations of world’s largest
institution of social science survey and research

About the Client
The Institute for Social Research (ISR) is the world’s largest social science survey and research organization. After a rich 60-year history, its annual budget of more than $80 million supports the research of more than 200 scientists from 20 disciplines, including psychology, business, economics, public health, demography, statistics, and engineering. The ISR maintains and distributes the world’s largest archive of social science data.

“Their thorough user research significantly impacted our approach to how our staff use their training manuals to conduct field interviews.”Vivienne Outlaw
Data Collections Manager
Institute for Social Research

Methods

Field studies, User-centered design

Challenges

We needed to evaluate the field manual used by remote interviewers and offer actionable recommendations. This evaluation not only centered on the how field interviewers used the manual, but on how the organization communicated internally and with its field interviewers.

  • Field Studies: On three separate occasions we observed work and workspace at the ISR, including the offices of the training staff and the Help Desk. We used contextual inquiry to observe behaviors, attitudes and emotions of organization’s members.
  • User-Centered Design: We evaluated the various methods of designing and delivering the manual.
  • We evaluated and illustrated the optimized communication flows within the organization.

Results

  • Our research-backed 29-page report evangelized steps for producing a highly effective digital manual on CD.
  • It also offered 22 actionable recommendations across the following categories: Designing an Interface for the Manual, Delivery Method for Electronic GIT Manual, Training Manual Project Responsibilities, The New Training Manual and Organizational Processes.