Key stakeholders from diverse business units and departments receive a concise questionnaire to gauge their familiarity with existing maintenance offerings and their access to customers, facilitating the compilation of potential research interview candidates. During a UX research kickoff, stakeholders' questionnaire responses are shared, emphasizing the importance of early engagement with potential research candidates. A high-level overview of the forthcoming research process is presented to the team to foster collaboration and establish timeline expectations.

To prepare for research interviews, a contextual inquiry document is crafted, encompassing:

• Objectives: Understanding the maintenance and repair processes of pump fleets by field technicians and dispatchers, pinpointing opportunities for digital solutions to mitigate challenges.

• Interview Criteria: Targeting 12-18 initial interviews, comprising 7-10 Field Technicians, 3-5 Dispatchers, and 2-3 Ops Managers, distributed across different regions.

• Interview Questions: Tailored to glean insights such as consultation practices regarding pump problems or repairs, both pre-job site and on-site.

Research interviews commence as customers become available. Stakeholders are invited as observers and notetakers to foster collaboration, witness customer feedback firsthand, and gain insights into conducting research interviews.

Immediately after each research interview, a debrief session convenes with UX team members and attending stakeholders. Discovery notes are compiled and translated into actionable feedback, facilitated through Miro collaboration.

After the customer interview debriefs, notes are organized based on recurring themes and categories into an affinity map, utilizing Miro for visualization. Customer notes are color-coded to facilitate the identification of potential trends specific to different regions.