Bridging the Gap Between the Stakeholders and the Users at

  • Jonas KongEmail author
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9751)


At, the product, design and engineering teams are located in China, while a large proportion of the site’s users are in the United States. It was not easy for these stakeholders to interact with the US users for research due to geographical and language barrier. Consequently, the stakeholders initially did not have a reliable way to understand the users’ needs. This paper will discuss the methods and approach utilized by the author, who is a user experience researcher based in an satellite office, to help bridge the gap between the stakeholders and the users.


Influencing stakeholders Focus group Contextual inquiry Customer journey map Distributed teams User experience research Qualitative research 


  1. 1.
    Usability Body of Knowledge. Contextual Inquiry. Accessed 31 Jan 2016
  2. 2.
  3. 3.
    Heart of the Customer. Customer journey map, the top 10 requirements (2015, revisited). Accessed 11 Feb 2016

Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  1. Inc.San MateoUSA

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