sustaining stories

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Sustaining Stories: The Versatile Life of Sustained, In-house, Ethnographic Practice in a Global Software Company Natalie D. Hanson Johann W. Sarmiento-Klapper SAP Global Business Operations

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Presentation from EPIC 2008.

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Page 1: Sustaining Stories

Sustaining Stories:

The Versatile Life of Sustained,In-house, Ethnographic Practicein a Global Software Company

Natalie D. HansonJohann W. Sarmiento-Klapper

SAP Global Business Operations

Page 2: Sustaining Stories

A large, global software company

Market and Consumer Discourse

Discourse of Productivity and theEmergence of Operations Expertise

Evolving User Experience in aTraditional Technical ConsultingEnvironment

Page 3: Sustaining Stories

Vignette I

Making the Unseen Visible, but Losing it from Sight:The Woeful Pie Chart

Reconstructing unseen workpractices and making them graspableto decision makers

The woeful pie chart

Promoting conversations overartifacts

Page 4: Sustaining Stories

Vignette II

Projecting retrospective inquiry as relevant to the presentand to a set of envisioned futures

Retrospectively exploring therelevance of prior insights in newsituations

Can ethnography contribute tostrategic planning?

Prospectively, we were able toposition our expertise as strategicand useful

Page 5: Sustaining Stories

Vignette III

About Design: Prospective but Partially Blinded

Managing different stakeholderpriorities

Shared sense-making as powerfulvehicle for the uptake of findings

We can never put enough informationinto a written report

Page 6: Sustaining Stories

Conclusions

User Experience Portfolio Planningand KPI Measuring

Enhancing and Supporting OperationsExpertise

Interdisciplinary Team Composition

Managing Longitudinal Data

Open Visibility Challenges