contextual design – the basics and the contextual interview based on: rapid contextual design by...

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Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer & Hotlzblatt Corritore, Fall 2006 ITM 734

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Page 1: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Contextual Design – The Basics and the Contextual Interview

based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer & Hotlzblatt

Corritore, Fall 2006ITM 734

Page 2: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 2 of 9

Contextual Design

Customer-centered process that supports finding out how people work

so that the optimal redesign of work practice can be discovered.

Design:

Intentional structuring of a system so that the parts work together coherently to support the work of people.

Page 3: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 3 of 9

Caveats

Marketing data doesn’t provide design data Just justification – understanding what people will

buy Design – want to know how people work and what

they need to do this better.

Eg.

Installation is the #1 problem (marketing)

What is wrong with the installation? (design)

Page 4: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 4 of 9

Caveats

Intuition Designers have it – but they are not typical

users (nor are developers) They aren’t the ones doing the work

Page 5: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 5 of 9

Caveats

Customer will focus on a narrow fix

Eg.

What tweak to the system will overcome the problem I am having? (customer)

What new concepts or features would make the system radically more appropriate to the job at hand? (designer)

Page 6: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 6 of 9

Caveats

In CI avoid Interviewer-interviewee model Expert-novice (you the expert) Guest-host

You are to be nosy, close, follow around, ask questions (ie. What was that phone call about?)

Page 7: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 7 of 9

The challenge

Customer way of working is largely subconscious So can’t describe easily if at all Tend to describe it at high, summative level

Design needs low-level details

Page 8: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 8 of 9

Contextual Inquiry

Bottom line: go where the customer works, observe the customer as he/she works, and talk to the customer about the work.

As customer works, artifacts and work processes jogs memory, illustrates mis-conceptions of designer, etc.

They can talk about how they work as they do it

Page 9: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 9 of 9

Models for Successful Contextual Inquiries Apprentice-Master Model

Focus on the details – ‘why are you doing that’ or ‘I’m doing this because …’

Learn the basic strategies involved as see them over and over

Artifacts trigger conversation about how, when used

Forms, papers, notes, etc.

Page 10: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 10 of 9

Apprentice-Master Model Incomplete

Don’t want to learn how to do it – want to learn how it is done in order to improve and/or support it

Four principles to guide extension Context Partnership Interpretation Focus

Page 11: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 11 of 9

Add Context

Go to the customer’s workplace and see the work as it happens Ongoing experience, not summative (eg. What

was that movie about?) Concrete rather than abstract data (lump

together like activites – lose the details) Exception – Retrospective Account

Retelling a past event If must, listen for what they are leaving out and

fill in the holes

Page 12: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 12 of 9

Add Partnership Make you and customer collaborators in understanding his/her

work – mutual relationship of shared inquiry and discovery of customer’s work Model:

customer is working on something, interviewer watching the details – looking for pattern and structure – thinking about reasons behind customer’s actions.

when something doesn’t fit model of interviewer, interrupt to talk about it – discuss with customer

customer returns to working Attempting to make implicit things explicit

If think of design solutions, go ahead and run them by customer – great opportunity can’t get them out of your head anyways! If say ‘huh’ or ‘what?’ or ‘ummm – could be’ you are on the

wrong track

Page 13: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 13 of 9

Add Interpretation

Assign meaning to the facts Facts alone don’t direct design – interpretation does Interpretation is the data you want to direct the design

Eg. Accounting pkg, user kept a sheet of accounts and account numbers next to her screen. Perhaps …. acct numbers necessary but hard to remember? (way to cross-

reference numbers and names in system)

numbers unnecessary but a hold-over from paper systems and just need a way to refer to an acct uniquely (get rid of numbers, use unique names)

Compatibility with paper systems needed, but referring to accts by name easier (keep numbers but use names)

Page 14: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 14 of 9

Add Interpretation

Process From the fact (the observable event) Make a hypothesis (initial interpretation about

what the fact means or the intent behind the fact)

This hypothesis has implications for the design So leads to a design idea

See previous example Can only validate interpretation by sharing

with customer

Page 15: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 15 of 9

Add Focus

Defines the point of view that interviewer takes while studying work Specific kind of work that is relevant to the design Use to keep conversation on track Gives team a uniform starting point Evolves over time

Challenge your Assumptions (flags to indicate deviations)

Surprises and contradictions – assume that everything they are doing is for a reason and is not unique

Nods – dangerous – rather, assume that everything they do is new, something you have not seen before.

Don’t understand – have customer explain

Page 16: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 16 of 9

Parts of the Contextual Interview

1. Conventional Interview Introduce self and project Confidentiality Permission to audiotape Customer and her work is primary

Depend on her to teach you the work and correct your mis-understandings

Get overview of work to be done that day 15 min.

Page 17: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 17 of 9

Parts of the Contextual Interview

2. Transition – State new rules for the contextual interview –

customer will do his/her work while you watch, you will interrupt when you see something interesting or that you don’t understand

If it’s a bad time to interrupt, customer can say 30 seconds

Page 18: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 18 of 9

Parts of the Contextual Interview

3. Contextual Interview – Audiotaping Copious notes Be nosy, follow around

Page 19: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 19 of 9

Parts of the Contextual Interview

4. Wrap-up Skim over your notes and summarize what

you have learned (not verbatim) Last chance for customer to correct you

Page 20: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 20 of 9

Our project – start on this

Lightning fast+ - Steps (pg. 39)

Page 21: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 21 of 9

Our project

Setting Project Focus What is the work we expect to support?

What is the work associated with the problem? How does this work fit into the customer’s whole work life? How is this work done now?

Other products Paper and pencil – real world

What activities are associated with the work? Given the work problem, what tasks do people do to complete the

work? Start with your entering assumptions about the task

Is this work like anything else? (metaphor) – What are the fundamental new characteristics introduced by the

new technology? Boil down into key characteristics of the work – put on interview

form Write on every page of interview notepad (use spirals)

Page 22: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 22 of 9

Our project

Who does the work? Work group Job roles Job titles

Context (see pg 69)

Page 23: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 23 of 9

Our project

Who to interview? (N = 16 – 20; 3-4 per work role) Who is involved in making the work happen? Who are the informal helpers? Who provides the information needed to do the work? Who uses the results of the work?

Maximize differences Recruiting –

Sample recruiting script pg. 74 Thank you to interviewees

Page 24: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 24 of 9

Our project

Problem analysis: Investigate the market space What are market expectations? Are they already using another product?

Typical complaints? Requests? What are best practices? Competition? What are known issues, design ideas (work backwards

on these), stakeholder concerns Communication – who, when, what

Invite to interpretation sessions Progress reports

Page 25: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 25 of 9

Plan the Contextual Interview – start on this Conventional Interview – see pg. 76

Contact Info name, title, company name,

division/unit/department, address, phone, email Interview Info

Subject No., interview date, interview time, interview location, directions to interview site

Page 26: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 26 of 9

Set up interviews

Data Collection Sept. 26 (Tues) – Oct 8

Interpretation Oct. 2 and Oct. 9

Spring break Oct. 14 – 22

Page 27: Contextual Design – The Basics and the Contextual Interview based on: Rapid Contextual Design by Holtzblatt, Wendell, & Wood Contextual Design by Beyer

Copyright 2006 John Wiley & Sons, Inc 27 of 9

ScheduleDate(s) Activity  

Sept. 26 – Oct. 8 Ten contextual field interviews  

Oct. 2 and Oct. 9 Two Interpretation Sessions  

Oct. 23 and Oct. 30 Work Modeling, Affinity NotesConsolidation, Affinity DiagramsPersonas Walking the Affinity and Consolidated Sequences

Nov. 6 Visioning & Storyboarding  

Nov. 13 Prototypes and Prototype Testing  

Nov. 20 Final Presentation