Chauncey’s War Story: Secrets, Security and Contextual Inquiry
UX architect Chauncey Wilson shares a rather scary story about permissions gone missing.
In the 1980s, I worked for about 7 years at Digital Equipment Corporation (DEC) as a usability engineer. My group was led by John Whiteside, who pushed to make usability a serious discipline informed by metrics, fieldwork, and lab studies. The method of contextual inquiry was developed in our group by John, Karen Holtzblatt, Sandy Jones and Dennis Wixon. We did a lot of fieldwork to refine our methods and inform product teams about how to improve their products.
During my tenure at DEC, I set up a set of interviews with a major client who must still go unnamed. The client did military research and used some of our products. I got clearance to interview people at the site with the caveat that all videos, tapes, and notes would be surrendered when I left. I would analyze the data at their site and do a presentation about my findings, leave all data, and not discuss any details of my interviews. I got to the site early in the morning and signed in at the front desk. In those days, we had 8mm video cameras as our primary tool for field interviews. I had permission from the senior security chief to videotape the screens and record sound for 5 different users of our DEC products. I started setting up my equipment for the first interview and about the time I got to mounting the video camera on a tripod, three really large security guards with weapons blocked the exit to the office and asked me what I was doing (“I’m here doing some research for DEC”), then they grabbed my equipment and took me to a holding area and proceeded to interrogate me. I said that I had sought permission and had an agreement with the chief security officer – but that agreement was not to be found.
My name had been on the visitor list and the people I was interviewing vouched that I had set things up with them, but there was no clear approval for videotaping. I asked if they could contact their security chief, but he was on a vacation in the Virgin Islands. While they called and left messages for him, I spent a few hours in the holding area (you might call it a “cell”) concerned that I might go to prison. Though it took a while, they did catch up with the security chief and took me back to the cube where I had started my set-up and let me continue.
I spent a week at this site and noticed that the guards walked by and checked in on me a lot. Every night when I left during the week, they had me empty my pockets and remove every item from my briefcase. On Friday, I put together a report and presented to an audience of very serious people who asked no questions. I left all the data, submitted to my final contraband search and left the most bizarre field visit of my entire career.