Contextual Inquiry: Michigan Water Infrastructure
Role: UX Researcher
Team: Blue Pike – University of Michigan, School of Information, Research Team
Timeline: August 2023 - December 2023 (4 months)
Overview
Wayne County’s water infrastructure faces critical challenges involving antiquated systems, inconsistent water quality, and financial barriers, impeding enhancements. Such circumstances pose significant public health risks, hinder economic development, and compromise environmental sustainability. Our team diagnosed and proposed user-centered solutions to revitalize Wayne County’s water infrastructure, enhancing water accessibility, quality, and sustainability through various research and design methodologies.
Research Process
Initial Assessment
We conducted an extensive analysis of the existent infrastructure data, legislative standards, and scholarly articles to establish a foundational understanding of fundamental issues.
Stakeholder Interviews
We facilitated a series of semi-structured hour-long interviews with two key stakeholders: a local resident and an academic expert in water management, a professor from the University of Michigan. This deliberate selection aimed to leverage insights into the operational realities of Wayne County’s water infrastructure from a professional standpoint and to understand the implications of water affordability from the perspective of an affected resident.
Affinity Mapping
The qualitative data collected from stakeholder interviews and research articles were analyzed via affinity diagram. The process enabled us to identify recurring themes, prevailing concerns, and actionable recommendations regarding the aging water infrastructure.
Key Findings

Affinity Diagram created via Miro
01
Outdated Infrastructure
Critical deficiencies in current water infrastructure severely impact water quality and economic accessibility.
03
Data Deficiency
A pervasive data gap and the lack of comprehensive data hinder strategic planning and resource allocation.
02
Financial Hurdles
The dual financial challenges of underinvestment and affordability serve as significant barriers in potential enhancements.
04
Public Awareness
Heightened public awareness is essential for informing policy-making effectively.
Outcome
We compiled a comprehensive final report that advocated an assortment of infrastructural improvements, policy reforms, and community engagement initiatives. This report outlined our methodological framework, pivotal discoveries, and recommended interventions, emphasizing the role of technology-driven solutions in advancing data gathering and analytics to support more informed policy decisions. Additionally, we delivered a final presentation capturing visual storytelling and data visualization methods, aimed to motivate stakeholders, policymakers, and the general public towards concrete action.
Presentation
Reflection
Data Transparency
I obtained an enhanced understanding of the vitality of transparent data and informed decision-making within a broader scope. In a society increasingly reliant on information and data, observing and comprehending the severity of aging infrastructure intertwined with the evident lack of adequate and up-to-date data underscored the fundamental necessity of data transparency and continuous data analysis. This highlighted the broader implications of data accessibility and accuracy in informing public discourse and decision-making processes.
User-Centered Research
An intriguing aspect of the research was the diverse range of opinions revealed during user interviews and data collection, offering a window into resident attitudes towards data transparency and its implications for aging water infrastructure awareness. It was notable that concerns extended beyond the anticipated focus on health and safety. A substantial number of residents was worried about the potential negative impact of transparency in data on property values. This highlighted the intricate interplay between information disclosure and economic repercussions for individuals. Consequently, I was able to observe the critical importance of prioritizing user-centric research, thoroughly investigating the complexities of user needs and desires. Looking forward, expanding the scope of resident interviews would be a priority to capture a more comprehensive and contextual understanding of the varied perspectives.