The Research Associate conducted an audit of all Dyson product communication (on and off the product), listened in on the Dyson service helpline and studied marketing data to collate a list of key issues. These were mapped against a parallel investigation of interface issues in automotive interiors - an industry with an advanced understanding of an intuitive user interface.

Key ethnographic research was then carried out with 12 older users aged between 55-85 years, a group accounting for over 25% of Dyson customers. The Research Associate visited all of the users in their homes, completed a short informal interview to cover background information and lifestyle, and then asked them to carry out four distinct tasks: assembly of a Dyson vacuum cleaner, cleaning the kitchen, cleaning the stairs and emptying the cleaner at the end. At each stage of the process, the users were asked for verbal and written feedback, and each visit was documented using video and photographs.

Close observation of every task the users performed was essential as the Research Associate observed important information that users left out in subsequent interviews e.g. one user always turning the cleaner on with his feet rather than hands. From this, a list of critical areas where the users misunderstood the product function was drawn up.