USER-CENTRIC DESIGN ...AND HOW WE’D BENEFIT FROM USING IT

(DATE)

OVERVIEW

INTRODUCTION

PROBLEM STATEMENT

CURRENT STATE & EXAMPLES

PROPOSED METHODOLOGY & EXAMPLES

EXECUTION PLAN

CONCLUSION

REFERENCES

INTRODUCTION

IT TRANSFORMATION INITIATIVES

MULTIPLE PROJECTS AFFECTING ENTIRE DOI STAFF

HIGHLY TECHNICAL INFRASTRUCTURE CHANGES

ORGANIZATIONAL (PEOPLE) SHIFTS

NEW TECHNOLOGIES AND SERVICES INTRODUCED

COST SAVINGS EXPECTATION

PROBLEM STATEMENT

VARIED JOB ROLES

SCIENCE & FIELD

IT & TECHNICAL

FIDUCIARY & LEGAL

ADMINISTRATIVE

CULTURAL & PUBLIC SERVICE

VARIED JOB LOCATIONS

FIELD

OFFICE

INTERNATIONAL

LAB

SHARED SPACES

STAFF (EMPLOYEES, CONTRACTORS AND VOLUNTEERS)

PROBLEM STATEMENT

“COOKIE CUTTER” ASSUMPTIONS / ANSWERS

NEEDING “REAL DATA” FOR “REAL SOLUTIONS”

NO COMMON SOURCE/REPOSITORY FOR JOB PROFILES

“USER STORIES” ≠ “USE CASES” ≠ “BUSINESS CASES”

NON-NATIVE SKILL SETS TO DOI REQUIRED FOR IT TRANSFORMATION ACTIVITIES

NO CENTRAL AND COMMON “LEXICON” FOR DESCRIBING COMPONENTS AND ACTIVITIES

CURRENT STATE

SEVEN (7) MAJOR IT TRANSFORMATION INITIATIVES

OVERLAPPING RESOURCE REQUIREMENTS

SHARED/CROSS-CUTTING IN GOALS / SERVICES / TECHNOLOGIES/TARGET STAFF

ACTIVITIES SPLIT BETWEEN NEW BRANCHES WITHIN OCIO

NEW AND OLD COMMUNICATION ISSUES

DEFINE SCOPES, GOALS, AND DELIVERABLES

POLITICS AND HABITS

CURRENT STATE

FOUNDATIONAL ISSUES

MISSING CRITICAL COMPONENTS & ARCHITECTURE

GOVERNANCE - CLEAR DELINEATION AND DEFINITION

COMMON TERMINOLOGY

UNIVERSAL ORGANIZATION “THOUGHT”/”IDEA” BUY-IN AND SUPPORT

RESOURCE IDENTIFICATION, UTILIZATION, AND ACQUISITION

CURRENT STATE - EXAMPLES

EXAMPLE - “AWARENESS” & “RESOURCES”

PROJECT TEAMS NOT KNOWING THAT THE WORK OR DATA THEY NEED WAS OR CAN BE PERFORMED OR COLLECTED BY SOMEONE ELSE, OR HAS THE SKILLS AVAILABLE ELSEWHERE

EXAMPLE - “CLEAR COMMUNICATION”

WORK DONE BY CONTRACTORS DOES NOT ADDRESS ACTUAL NEEDS OF PROJECT TEAMS. WORK ASSIGNMENTS CAME FROM SOMEBODY NOT IN/ON THE TEAM NEEDING THE DATA

EXAMPLE - “TERMINOLOGY”

DIFFERENT GROUPS ARE WORKING ON THE SAME ACTIVITY, BUT SINCE THEY CALL IT SOMETHING DIFFERENT, IT’S ASSUMED THIS IS A NEW WORK EFFORT, AND THEREFORE TIME IS SPENT DUPLICATING EFFORTS

PROPOSED METHODOLOGY CONTEXTUAL DESIGN

USER EXPERIENCE (UX)- USER-CENTRIC DESIGN (UCD)

GOAL-ORIENTED/DRIVEN/SEEKING

TASK AND PROCESS FOCUSED

REAL EXPERIENCES CAPTURED (FUNCTIONAL OBSERVATIONS)

CAPTURE OF ARTIFACTS (INPUTS AND OUTPUTS)

CONSIDERATION OF OPERATIONAL ENVIRONMENTS

CONTEXTUAL DESIGN “WHO ARE THE USERS OF THE SYSTEM?”

USER PERSONAS

CHARACTERISTICS OF TARGET USER

TYPICAL/AVERAGE AMALGAMATION

ROLES & RESPONSIBILITIES

TASKS & GOALS

MOTIVATION & NEEDS

ENVIRONMENT & CONTEXT THE “WHO, WHAT, WHERE WHEN, WHY, AND HOW” QUESTIONS

CONTEXTUAL DESIGN “WHAT ARE THE USERS’ TASKS AND GOALS?”

MULTIPLE MODELS (ONTOLOGIES & PARADIGMS)

FLOW MODEL :“COMMUNICATION, INTERACTIONS, ROLES & RESPONSIBILITIES”

SEQUENCE MODEL :“TRACKING/FOLLOWING STEPS IN PROCESS”

CULTURAL MODEL :“ENVIRONMENTAL INFLUENCES, PRESSURES, AND NORMS”

ARTIFACT MODEL :“TRACKING OF INPUTS AND OUTPUTS DURING OR SUPPORTING WORK”

PHYSICAL MODEL : “REAL-LIFE REFERENCE OF ENVIRONMENT WHERE WORK IS PERFORMED, INCLUDING OFFICE,

UNDERSTAND HOW THE TASK MUST BE PERFORMED, BY WHOM, WITH WHAT, UNDER WHAT INFLUENCES

IN THIS CASE, PERFORMING A CALL ON A CELLULAR NETWORK

CONTEXTUAL DESIGN “WHAT ARE THE USERS’ EXPERIENCE LEVELS WITH THE SYSTEMS, AND

SIMILAR SYSTEMS?”

UNIQUE PERSONAS / SITUATIONS

DEPENDS ON WORK PERFORMED

DEPENDS ON EXPERIENCE AND FAMILIARITY

DEPENDS ON ENVIRONMENT WHERE WORK OCCURS

CHANGES OVER TIME

CHANGES WITH TECHNOLOGY

CHANGES WITH IMPLEMENTATION

PREVIOUS HABITS / EDUCATION

INTERDEPENDENCE ON OTHER ACTIVITY/ SYSTEMS

ALL OF THESE CAN BE USED TO PERFORM THE SAME TASK, BUT WHICH

IS BEST USED FOR THE SITUATION WITH A GIVEN PERSONA

CONTEXTUAL DESIGN “WHAT FUNCTIONS DO THE USERS NEED FROM THE SYSTEM?”

WHAT CAPABILITY IS NEEDED TO PERFORM THE TASK

TECHNOLOGY/PROCESS SUPPORT

CONFIDENTIALITY / INTEGRITY /AVAILABILITY (SECURITY)

OPERATIONAL ENVIRONMENT / MOBILITY (ROBUSTNESS / FLEXIBILITY)

INPUTS/OUTPUT (VIRTUAL & PHYSICAL) WHAT IS EVERYTHING THAT NEEDS TO BE

AVAILABLE TO THE USER TO ACHIEVE (THROUGH TASK EXECUTION) THE INTENDED GOAL(S) OF

OPERATING WITHIN THE SYSTEM(S)?

CONTEXTUAL DESIGN “WHAT INFORMATION MIGHT THE USERS NEED, AND IN WHAT FORM DO

THEY NEED IT?”

MULTIPLE FORMATS / SOURCES

PHYSICAL / VIRTUAL

LANGUAGE / ENCODING

CONDITION / COMPLETENESS

CAPABILITY OF USER

SKILL / KNOWLEDGE / ABILITY / AWARENESS

ROLE (ACCESS) / LEVEL (AUDIENCE)

UNDERSTANDING THE LIMITATIONS AND DEMANDS OF THE USER, SYSTEM, ENVIRONMENT, CURRENT STATE, AND RESOURCES TO

COMPLETE THE TASK AT HAND

CONTEXTUAL DESIGN “HOW DO USERS THINK THE SYSTEM SHOULD WORK?”

PRECONCEPTIONS / HABITS

MAPPING

PHYSICAL <> VIRTUAL

OLD <> NEW

MENTAL <> REAL-LIFE

LANGUAGE / LEXICON / TERMINOLOGY

TARGET USER / AUDIENCE

CONTEXT OF SYSTEM USE/OPERATION

THE NEED TO TRANSLATE CONCEPTS OF THEORY OR IDEAS INTO PRACTICAL REPRESENTATIONS OF TOOLS, ACTIONS AND

RESOURCES REQUIRED TO PERFORMS THE TASK TO ACHIEVE THE GOAL(S), INCLUDING UNDERSTANDING WHAT COMPONENTS/

INFORMATION MAY BE MISSING (UNDER SUPPORTED)TO DO IT OR IF WHAT’S AVAILABLE IS TOO MUCH (OVER SUPPORTED)

EXECUTION PLAN

COLLECT AND GATHER DATA

INTERPRET AND ANALYZE DATA

CONSOLIDATE DATA (CLEAN AND NORMALIZE)

“VISIONING” (DEVELOP SCENARIOS, SYSTEM MODEL)

STORYBOARD (CONCEPTUALIZE)

USER ENVIRONMENT DESIGN (PROCESS/ACTIVITY FOCUS)

PROTOTYPING (ALPHA, BETA, DEMO, ETC.)

CONCLUSION

NEED TO FUNDAMENTALLY ALTER THE “SHORT CIRCUIT” HABITS WITH SERVICE AND TECHNOLOGY DELIVERY, REMOVE POLITICS

DEVELOP A COMMON LANGUAGE AND LEXICON WHEN SPEAKING ABOUT USERS, TASKS, PROCESSES, GOALS

REALIZE THAT ENGINEERING ISN’T “ALWAYS TECHNICAL” AND CUSTOMER RELATIONS ISN’T “ALWAYS HIGH-TOUCH”

BUILD REUSABLE RESOURCES AND COMPONENTS THAT CAN BE COMMON AMONG PROJECTS

FOCUS ON GOALS, TASKS, PROCESS AND USERS RATHER THAN TECHNOLOGY AND SYSTEMS

REFERENCES

PERSONAS: THE FOUNDATION OF A GREAT USER EXPERIENCE - HTTP://UXMAG.COM/DESIGN/PERSONAS-THE-FOUNDATION-OF-A-GREAT-USER-EXPERIENCE

USER-CENTERED DESIGN - HTTP://EN.WIKIPEDIA.ORG/WIKI/USER-CENTERED_DESIGN

CONTEXTUAL DESIGN - HTTP://EN.WIKIPEDIA.ORG/WIKI/CONTEXTUAL_DESIGN

USABILITY.GOV : USABILITY METHODS - HTTP://WWW.USABILITY.GOV/METHODS/INDEX.HTML

WRITING EFFECTIVE USE CASES AND USER STORY EXAMPLES - HTTP://WWW.GATHERSPACE.COM/STATIC/USE_CASE_EXAMPLE.HTML