First Step in Design: Contextual InquiryFirst Step in Design: Contextual Inquiry

Learning what users do and what they care about: How do we find out how user’s think about stuff?.

“Interaction design isn’t a matter of aesthetic choice, but rather it is based on an understanding of users and cognitive principles.”

Cooper, p. 11

My wysiwyg mental model of documents continues to give me problems:

Does MS Power Point have a work model to fix this?

“You'll never guess how you turn on the shower!

Frequently, when devices come with instructions stuck on them, there is a problem with the design.”

What is your mental model What is your mental model forfor

turning on a shower?turning on a shower?

www.baddesigns.com

How do People reason aboutHow do People reason aboutwhat they do?what they do?

Reasoning requires a Knowledge Representation (KR)

A Knowledge Representation Language (KRL) is a theory of Reasoning (cognition)

• KRL = A data structure to encode facts+

Methods for combining old facts to derive new facts

• Examples :Formal LogicNeural NetworksModel-Based Reasoning

Mental ModelsMental Models

The models people have of themselves, others, the environment, and the things with which they interact

“Small-scale-model of External Reality”• Consider alternatives• Try out situations• Use knowledge of past events in dealing with the present

and future

Structural and Functional ModelsStructural and Functional Models

Structural Models• An internalized form of a system• How many stop lights are between your house and the

campus?

Functional Models• Internalized procedural knowledge of how a system

works• How do you look-up someone’s phone number in a

phone book?

We develop them through interacting with the world around us.• Curiosity

How do we use Mental Models?

Predictive Power: Membantu problem solve dengan menyediakan kemampuan untuk memprediksi apa tindakan untuk menyelesaikan.

Explanatory Power: Membantu belajar dengan menyediakan kemampuan untuk menjelaskan bagaimana peristiwa tertentu terjadi.

“They gave the trashcan magical powers that are completely incompatible with the established metaphorical association of deleting files.

As a result, new users express anxiety and dismay at the metaphor, and even experienced users express reluctance to use the metaphor: “I don’t want to delete the files on the diskette, I just want the computer to spit it out.”

How do you eject a disk?How do you eject a disk?

Conceptual ModelConceptual Model

A reasonably accurate and consistent representation of the target system.

Designer’s Goal – • Devise the conceptual model that reflects a user’s mental

model

Designer

InterfaceDocumentationSystem

User

Designer’s Conceptual

Model

System Image

User’s mental model of system

User’s mental model of work

Participatory Design: Research and Usability

Contextual Inquiry: Gathering Data about UsersContextual Inquiry: Gathering Data about Users

Field data-gathering technique• Studies a select number of individuals in depth to arrive

at an understanding of work practice across all customers

• Ethnography

Core Idea:• Go to where the user works• Observe • Discuss

Four Principles of CIFour Principles of CI

1. Context

2. Partnership

3. Interpretation

4. Focus

Principle #1: ContextPrinciple #1: Context

Get as close as possible to the ideal situation of being physically present.

Gather data of an ongoing experience

Gather concrete data• Avoid abstract data• Avoid summary experience• Use real artifacts

If a retrospective account is necessary, listen for holes and ask questions.

Principle #2: PartnershipPrinciple #2: Partnership

Develop a collaborative relationship in trying to understand the work

Relationship Models• Interviewer/Interviewee• Expert/Novice• Guest/Host• Parent/Child• Master/Apprentice

Principle #3: InterpretationPrinciple #3: Interpretation

Designs are built on the interpretation of facts

From facts, the designer makes a hypothesis about what the fact means (interpretation)

The hypothesis has an implication for the design

Share interpretations & design ideas with the user• Validate your understanding• Helps links design to the interpretation

Design Implications from Observations about How People Shop

Comparison Shopping:Barcode scanning with camera phones

Principle #4: FocusPrinciple #4: Focus

Point of view the interview takes while studying work.• Keep conversation on topic• Guide the user toward parts of the work relevant to the

design

Watch for interpersonal triggers• Surprises• Contradictions• Nods

Gathering User Data: Ethnographic Research

Ethnography is a research technique in anthropology that involves the study of groups and people within the context of their everyday activities.

The approach requires the researcher become a “participant-observer”, systematically recording observations and experiences.

Ethnographic Research

Data gathered within natural setting. Develop a descriptive understanding. Setting includes dynamic network of

inter-related variables. Qualitative research.

Ethnography and Design

In the context of design, the aim of ethnographic research is to develop a thorough understanding of current work practices as a basis for the design of computer support.

Characteristics of Ethnographic Research

Data gathered in natural setting. Data gathered through observations, interviews,

data analysis, and questionnaires. Data is gathered using more than one of these

sources and validated through cross checking (triangulation)

Stages of Collection

Informal stage: Collection of data; insights used to modify data collection and refine research questions

Formal stage: sorting, organizing, and reducing the volume of the data

“Thick Description”: identifying patterns, interpreting causes, consequences, and relationships to understand and provide explanation

Description should be sufficiently realistic for others to see the implications

Observing What People Do

Observational Data

Rough materials collected during observation.

Obtain relevant data needed to improve and/or change systems.

Methods of recording data: written notes, audiotape, sketches, photographs, and/or video tapes.

Focus of Observations

Physical setting. Activities. Human, social environment. Formal interactions. Informal interactions. Verbal & Non-verbal communications. What does not happen?

Field Notes: Organizing Data

Characteristics of Field Notes

Organize data Accurate. Detailed, thorough. Descriptive. Content part and reflective part.

Format: Divided Page

How does this relateto the teacher’s learning style?

The students sat quietly in the darkened lab. One student sat in front of each of the multimedia computers. Each computer faced the back wall where the image from the instructor’s computer was projected. The teacher demonstrated a step with the software then had the children do the same step on their computer. As each child finished, the child waited for the teacher to demonstrate the next step. . . .

Format: Large Left Margin

The students sat quietly in the darkened lab. One student sat in front of each of the multimedia computers. Each computer faced the back wall where the image from the instructor’s computer was projected. The teacher demonstrated a step with the software then had the children do the same step on their computer. As each child finished, the child waited for the teacher to demonstrate the next step. . . .

How does this relate to teacher’s preferred Learning style?

Excerpt

Excerpt

Keep in Mind

Transcribe data into field notes as soon as possible after observation.

Find quiet place to work that contains necessary equipment.

Allow sufficient time for transcription and interpretation.

Don’t discuss observations with anyone until you have written the field notes.

Exercise Observation/Note Taking Assignment

Purpose:

To observe and describe a work setting, an individual working within that setting, and the actions of the individual.

To practice developing field notes and interpreting observation data