OVETTA SAMPSON

Contributed Articles

Tutorial: Data and Ethnography for Better AI Product Development

OVETTA SAMPSON Microsoft Overview Ovetta Sampson covers when, how, and where to integrate ethnography and data science in the exploratory research process to have better and more ethical AI product development outcomes. With a combination of lecture, case study examples, and exercises, attendees gained a clear understanding of why making data a stakeholder in user research will create a more ethical and human-centered AI product. This tutorial is created especially for researchers who understand the need to mix ethnography and data science but just don’t know quite how to do it. Topics include: Bringing data into research planning to help identify and reduce bias Bringing data science into synthesis to help illuminate system solutions Bringing data science into insight and design principle generation Aligning qualitative data and behavioral data This tutorial was presented in full at EPIC202020. The video includes instructor presentations; discussions and breakout sessions are excluded for the privacy of...

Just Add Water: Lessons Learned from Mixing Data Science and Design Research Methods to Improve Customer Service

OVETTA SAMPSON IDEO Chicago and DePaul University Case Study—This case study provides an inside look at what occurs when methods from the data science and ethnographic fields are mixed to solve perennial customer service problems within the call center and cruise industries. The paper details this particular blend of ethnographic practitioners with a data scientist resulted in changes to design approaches, debunking myths about qualitative and quantitative research methods being at odds and altering team member perspectives about the value of both. The project also led to the creation of innovative blended design research and data science methods to discover and leverage the right customer data to the benefit of both the customer and the call center agents who serve them. This paper offers insight into the untold value design teams can unlock when data scientists and ethnographers work together to solve a problem. The result was a design solution that gives a top-performing company an edge to grow even better by leveraging the millions...