Understanding reliability is an equally complex problem to understanding user needs and we still need to consider the user — even more important than poor reliability is the perception of poor reliability. That why it’s essential that balanced teams start involving UX researchers in the reliability research of their product as ultimately this is a tool for product design.
That said understanding reliability requires a new vocabulary and a comfort level with automation and statistical analysis that may not be familiar to some. These are new skills for most researchers but they are teachable. Most researchers will find it most natural to start with the concepts of Operator Experience Design (OX) but the research toolkit is much richer than that.
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