anirudha joshi idc, iit bombay - github pages
TRANSCRIPT
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Anirudha Joshi
IDC, IIT Bombay
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Contextual Inquiry
Work Models
Interpreting Interviews
Affinity Diagram
Consolidation of Work Models
Work Redesign
User Environment Design
Mock up and test with users
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© IDC, IIT Bombay
Go where the user works
Observe the user as he works
Talk to the user about the work
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© IDC, IIT Bombay
Scientist / subject model
Parent / child model
Teacher / student model
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© IDC, IIT Bombay
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© IDC, IIT Bombay
Scientist / subject model
Parent / child model
Teacher / student model
Master / apprentice model
Relationship models have two sides
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Master apprentice model
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© IDC, IIT Bombay
When you are watching the work happen, pre-planned teaching
is not required
Master need not remember his work explicitly
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© IDC, IIT Bombay
Seeing the work reveals structure
Apprenticeship suggests an attitude of inquiry and learning
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© IDC, IIT Bombay
Contextual Inquiry is apprenticeship compressed in time
Contextual Inquiry tailors apprenticeship to the needs of design
teams
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Master apprentice model
Context
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© IDC, IIT Bombay
Go where the work is to get the best data
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© IDC, IIT Bombay
Go where the work is to get the best data
Gather ongoing experience rather than summary
Gather concrete data rather than abstract data
Span time by retrospective accounts
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© IDC, IIT Bombay
Avoid summary data by watching the work unfold
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© IDC, IIT Bombay
Avoid summary data by watching the work unfold
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© IDC, IIT Bombay
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© IDC, IIT Bombay
Start with real experiences, not abstractions
Indicators of abstraction in interviews
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© IDC, IIT Bombay
Sometimes you need to understand things that happened in the
past
Span time by replaying past events in detail
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© IDC, IIT Bombay
Span time by replaying past events in detail
(CD 49-50)
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© IDC, IIT Bombay
Span time by replaying past events in detail
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Master apprentice model
Context
Partnership
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© IDC, IIT Bombay
Traditionally, interviewer has too much power
Apprenticeship model tilts power back to the user
Interviewer should create a partnership, not just an
apprenticeship
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© IDC, IIT Bombay
Traditionally, interviewer has too much power
Apprenticeship model tilts power back to the user
Interviewer should create a partnership than just an
apprenticeship
(CD 52)
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© IDC, IIT Bombay
Let the user get an understanding of what you are looking for
People interrupt themselves to reveal insights and design ideas,
answer unasked questions
People haven't had others pay so much attention to them
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© IDC, IIT Bombay
Interviewer / Interviewee
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© IDC, IIT Bombay
Interviewer / Interviewee
Expert / Novice
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© IDC, IIT Bombay
Interviewer / Interviewee
Expert / Novice
Guest / Host
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1. Master apprentice model
2. Context
3. Partnership
4.
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© IDC, IIT Bombay
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© IDC, IIT Bombay
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© IDC, IIT Bombay
Interpretation is assignment of meaning to observation
Good facts are only starting points
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© IDC, IIT Bombay
Fact: the observable event
Hypothesis: an initial interpretation of meaning or intent
Implication for design
Design idea is realization of implication
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© IDC, IIT Bombay
Interpretation is assignment of meaning to observation
Good facts are only starting points
Fact Hypothesis Implication Design idea
Design is built upon interpretation of facts
Share interpretations with users to validate
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© IDC, IIT Bombay
Instead of asking open ended questions…
… give users a starting point
Users fine-tune interpretations
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© IDC, IIT Bombay
Non-verbal clues confirm or negate interpretations
Yes and No
Commit to hearing what the user is actually saying
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Master apprentice model
Context
Partnership
Interpretation
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© IDC, IIT Bombay
don’t think of elephants
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© IDC, IIT Bombay
App so that customers can shop for groceries at a kirana store
Billing system for kirana shops
Furniture for kirana shops
Packaging design for sanitary napkins
… and note your observations from the picture that follows…
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© IDC, IIT Bombay
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© IDC, IIT Bombay
Focus lets the interviewer sees more
Focus guides the interview
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© IDC, IIT Bombay
Focus reveals detail, but
Focus conceals the unexpected
Trick – start with a focus and then expand
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© IDC, IIT Bombay
Surprises, contradictions, idiosyncrasies
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© IDC, IIT Bombay
Surprises, contradictions, idiosyncrasies
Nods
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© IDC, IIT Bombay
Surprises, contradictions, idiosyncrasies
Nods
What you don’t know
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© IDC, IIT Bombay
Start with an explicit focus for a CI
Commit to challenging your initial assumptions
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1. Master apprentice model
2. Context
3. Partnership
4. Interpretation
5. Focus
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