october 2th, 2014 lecture9 socio-technical analysis...
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LECTURE 9
SOCIO-TECHNICAL ANALYSIS,
SERVICE DESIGN,
TASK ANALYSIS
October 2th, 2014
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Recapitulation Lecture #8
• Software lifecycle
• Effort spend on design
• HCI lifecycle
– Waterfall,
– Spiral,
– Star Model
• Perspective for HCI: User Centered design
– User analysis, Task analysis
– Prototyping, Dialog analysis
– Evaluation, Usability testing
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Software and Lifecycle
• Key issues:
– Verification: make sure your are developing the
system right (requirements)
– Validation: make sure you develop the right
system (customer/user)
– Iteration: improve the design from previous
solutions/synthesis
– Evaluation: incorporate reviews of design by
developers and future users
– Pivot on the user
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The Star Model
4
Prototyping
Implementation
Conceptual design /
Formal design
EvaluationRequirements
specifications
Task analysis /
Functional analysis
ideaproblem
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User Analysis
• Methodology
– Stakeholders
– Persona, Scenario
– Problem statement
• Analysis techniques
– Questionaires
– Site Visits, Observations
– Ect.
• Is the situation always that straightforward?
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New Interactions
• New interactions must make you feel
uncomfortable with previous interactions
• Direct manipulation:
– Mouse based, Pointing device based
– Screen based
– Gestures?
• What would we experience as new …
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7
www.dontclick.it
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Example from HCI 2013
• Project for Augmentation
• Can we make an augmented interactive fish.
• Technical aspects need be solved.
– Shadow casting
– Projection
• Users have to sort out how it works.
• Realized with the vvvv environment
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The Augmented Zebrafish
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Example: Menu in text webpages
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• Long pages
• Mental model of content
• Minimizes within page links
• Minimizes scrolling
Accordion Menu – folds out like an accordion
• Increases congnitive load
• Increases interaction costs
• Hides information
• Complicates printing
Long P
ages
–a P
roble
m ?
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COMMUNITY DRIVEN
SYSTEMS ANALYSIS
Socio-Organizational Analysis
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Stakeholders (from lecture 8)
• Anyone affected by success/failure of system.
– Primary stakeholders
• End users
– Secondary stakeholders
• Input/output related; do not use system, get output …
– Tertiary stakeholders
• Management level, i.e. directly affected
• Customers
• Competitors
– Facilitating
• Design, development, maintenance
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Stakeholders?
• There are different stakeholders to a problem– Different requirements
• Result in different– Usability requirements
– Acceptability requirements
• Important to capture stakeholder requirements– Different techniques: OSTA, CUSTOM, SSM
– Direct involvement: Participatory Design, ETHICS
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Socio-Organizational Analysis
• CUSTOM (User Skills and Task Match)
– Focus on the Stakeholders (requirements)
– 6 stages
• OSTA (Open System Task Analysis)
– Focus on the tasks in the system (users’goals)
– 8 stages
• SSM (Soft Systems Methodology)
– No assumption; Complete picture of system
– 7 stages
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CUSTOM: User Skills & Task Match
Six stage process - focus on stakeholders (1-3)
1. describe organizational context, including:
primary goals,
physical characteristics,
political and economic background
2. identify and describe stakeholders, including:
personal issues,
role in the organization and job
3. identify and describe work-groups whether
formally constituted or not
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CUSTOM: User Skills & Task Match
Six stage process - focus on tasks (4-6)
4. identify and describe task–object pairs
i.e. tasks to be performed and objects used
5. identify stakeholder needs,
- stages 2–4 described in terms of both current
and proposed system
- stakeholder needs are identified from the
differences between the two
6. consolidate and check stakeholder requirements
against earlier criteria
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OSTA: Open System Task Analysis
Consequences introduction technology on workfloor
Eight stages model - focus on task
1. primary task identified in terms of users’ goals
2. task inputs to system identified
3. external environment into which the system will be
introduced is described, including:
physical,
economic and
political aspects
4. transformation processes within the system are
described in terms of actions performed on or with
objects
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OSTA: Open System Task Analysis
Eight stage model - focus on task
5. social system is analyzed, considering existing internal
and external work-groups and relationships
6. technical system is described in terms of configuration
and integration with other systems
7. performance satisfaction criteria are established,
indicating social and technical requirements of system
8. new technical system is specified
OSTA uses Flow-Charts – Text Descriptors
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Soft Systems Development
• Holistic view on systems design– Technology and People are components
– Not a focus on a solution
– Descriptive understanding of situation: Rich Picture
– Captures workflow, Conflicts
• Useful approach for HCI
• Focuses on Planning
• Directs on understanding wholeHuman ~ Computer system
• Consists of 7 stages
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Soft Systems Development
1. Problem
situation (unstructured)
2. Problem
situation expressed
3. Root definitions
of relevant systems
7. Action(s) to
improve situation
6. Feasible &
desirable changes
5. Comparison 4-2
4. Building
conceptual models
Real World
Abstract World
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SSM - stage 1-2
• Rich expression of problem situation
• Meetings stakeholders (parties involved)
• Different stakeholders, different views
– Purpose of the system
– Perspective to system, emphasize aspects
– Not necessarily contradictory
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Example SSM Stage 1-2
• Efficiency in education: Government considers implementing system of standard assessment tests at schools, ages 7,11,14,16.
• Results are published: enable comparison
• Question?
– Stakeholders,
– Purpose from perspective Government. ?
• Stakeholders : – Teachers, parents, children, educationalists, gov.officials, prospective parents
& employers
• Purpose: increase efficiency & allow comparison of performance between schools
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Soft Systems Development
1. Problem
situation (unstructured)
2. Problem
situation expressed
3. Root definitions
of relevant systems
7. Action(s) to
improve situation
6. Feasible &
desirable changes
5. Comparison 4-2
4. Building
conceptual models
Real World
Abstract World
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SSM - stage 3
• Formulation of "good" Root Definitions decisive to the creation of the conceptual model in Stage 4.
• Root Definition is tested against CATWOE, that defines a check-list for:
• Customer,
• Actors,
• Transformation process,
• Weltanschauwung (worldview),
• Owner, and
• Environment.
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Example SSM Stage 3
• Question? Give Root definition for school system using CATWOE
• C(lients)– Teachers, schoolchildren, parents, government, educationalists
• A(ctors)– Teachers, schoolchildren, assessment makers, government
• T(ransformation)– From input to children to figures showing score (age) per school
• W(eltanschauwung)– Test feasible/desirable method of improving efficiency
• O(wner): Government• E(nvironment): Schools in education system
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Rich Picture with CATWOE
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Development of
a system for health
services.
Analysis by NIH
SSM - stage 4
Conceptual model
• A logical expansion of the Root Definition is madeinto the minimum necessary set of activities todefine what the system actually does at a particularresolution level.
• The qualitative modelling process uses pictures and diagrams to define and communicate structure, logic, ideas and relationships.
• The Conceptual Model should be expressed by verbs.
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SSM - stage 5
Comparison of the Conceptual Model with the
real world is undertaken by comparing each of
the second resolution activities within the
model with the real world problem situation.
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SSM - Merits
• Stresses understanding situation
• Does not stress understanding problem
– Problem might be caused by current system
– Perceived problem; Scope wide as possible …
• Modelling away from “real world”
– Should not representing what happens now
– Seek solution outside current domain …
– Creative
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Others
• ETHICS (Effective Technical & Human Computer- based Systems)
– Relates to socio-technical approaches
– Stakeholders are participants in the development
– Focuses on Acceptance of the system
– Maximizes knowledge of stakeholders
• Participatory design
– Involves users early on in design phase
– Brainstorming sessions
– Lo-Fi prototyping
– Different techniques like PICTIVE/CARD
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SERVICE DESIGN
Designing coherent sequences of products ...
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Service Design
• Not just designing a Device
• Not just designing Software
• Design experience
– Coherence
– Satisfying
• Products:
a network of experiences/combinations
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e.g. Service Design
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Touch-Points Example
• Touch-Point is an encounter with the Service
– Interaction in service chain
– Demonstrate consistency
– Interactions are defined in Service Design
• iTunes
– iPod
– iTunes software, local collection
– iTunes store
– Share in home network
– Share Multiple devices (iPhone, MacBook, PC ...)
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Brand
• Brand tells YOU what you Interact with
• Same entity = Service Provider
• Design
– Provide resources for people~provider interaction
– Service is more Intangible than Product
– Relates to life-style
• Service
– Rooted in life-style
– Interactivity in time/place - touchpoints
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Design by Lifestyle: DbL
• DbL is an approach to design that aims to deal with service HCI in the 2010s.
• Key feature of designing for new environments– Cannot ‘gather’ requirements from observing people, – Cannot interviewing people using existing systems.
• LifeStyle– no existing systems– no requirements aiming to meet a particular need.
• Designers need to– create experiences and new services– understand the characteristics of the people who will
use their new services and engage with the new experiences.
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LifeStyle
• Lifestyles focuses on the ways in which people lead their lives, on their aspirations rather than their intentions, on their values and on their search for identity. • details of lifestyles and
• activities associated with lifestyles,
• vary across different domains and environments.
• Lifestyle notion• constructed to be more abstract than personas and scenarios.
• Lifestyle• presence of services (touch-points)
• the presence of others (both real and virtual)
• interactions appropriate to time, place and circumstance.
• Link to Time-Space matrix from Groupware (lecture 12)
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Envisionment and DbL
• 4 Enabling Envisionment techniques are used
– Help in Rapid Prototyping of ideas.
– Video Scenarios (example, uni.me, Lecture 8)
– Style Sketches,
– Software demos
– Wizard of Oz.
• Necessary engaging people with evolving
design
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Example Service Design
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TASK ANALYSIS
HCI is task oriented, therefore Analysis for task orientation ...
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Task Analysis
• Task (definition)– Something a user undertakes to achieve something
– To HCI, extremely meaningful
• Effective (G)UI design dependent on knowledge of:– Frequency of use
– Ordering
– Importance of a task
• HCI focus on Task Analysis– Decomposition
– Ordering
– Assignment (computer – human – interactions)42human computer interaction 2014, fjv
Task Analysis
• Logical representation of task sequence
• Introduces domain knowledge
• Grammar based task notation
• Graphical based task notation (structure chart)
• TASK:
– A goal together with some ordered set of actions
– Ordering refers to the logic
• TASK analysis
– Mono-teleological (oriented to one goal)
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Task Analysis
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‘ Task Analysis is the process of analysing the
way people perform their jobs and it is important
to the software designer because a major part of
the design will focus on supporting the jobs
people do.’
[McCauley, 1995]
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Task Analysis
• Organization of user interaction with system into:
– Goals
– Methods
– Operators
– GOMS (see later lecture): Cognitive Task Analysis
• Constructs a model for user/system interaction
– Hierarchical decomposition
– Emphasis on sequence of operations
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Methods for Task Analysis
• Hierarchical task decomposition– Tasks, Subtasks, Actions, Plans
• Knowledge based analysis– Organization of knowledge
– All objects and actions in a task
– Building taxonomy of relations
– TDH: task descriptive hierarchy
– Build rules of formal logic
• Entity-Relationship based analysis– Cataloging objects and actions
– Emphasis on relationships
– Typical in OO-design, less accounting environment
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Hierarchical Task Analysis (1)
• 0. Borrowing a book from the library
– 1. Go to the library
– 2. Find the book of interest
• 2.1 access the library catalog
• 2.2 access the search system
• 2.3 enter search criteria
• 2.4 identify required book
• 2.5 make a note of location
– 3. Go the correct shelf and retrieve book
– 4. Take book to checkout counter
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Hierarchical Task Analysis (2)
• Decomposition has resulted in plans
• Plans are scenarios of dedicated interaction
• Plan arranged according to subtasks
• Plan: how action sequence is applied in a
situation
– Plan 0: do 1-3-4
• If book not there: do 2-3-4
– Plan 2: do 2.1-2.4-2.5
• If book no identified: do 2.2-2.3-2.4-2.5
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Types of plan
Plan = structured path to achieve the goal.
fixed sequence - e.g. 1.1 then 1.2 then 1.3
optional tasks - if <condition> then action
wait for events - when <condition> then 1.4; time involved
cycles - do <action 1 .. N> while <condition>; loop
time-sharing - do <action>; at the same time ... (and do)
discretionary - do any of <action a>,<action b> or <action > in any order
mixtures - most plans involve several of the above
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Allocation of Function
• What task done by human
– No support from computer system
• What task done by both computer / human
– Really shared task (INTERACTION)
• What is just done by the computer
– Nearly no human intervention /interaction
– What is a computer good at!
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Human ~ Computer Tasks
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Hierarchical Task Analysis (1970)
Hierarchical task decomposition
• often using structure chart
• decompose in tasks, subtasks, and actions
• plan: sequence of subtasks or actions (TDH)
• TA should coincide with user’s mental model
• task allocation important
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Task Decomposition
• What questions need to be asked:
53
TaskWhat happens
before?
What happens
next?
What
subtasks?
Why?
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What Knowledge is required!
Hierarchical Task Analysis (1970)
• Based on graphical representation of task decomposition
• in task hierarchy diagram (THD)
– describes tasks in hierarchy of actions and plans
1. Identify major tasks
2. Breakdown tasks
3. Draw tasks/subtasks as layered diagram
4. Continue decomposition
5. Ask someone to check your analysis
ACTION: simple task, not iterated.
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Hierarchical Task Analysis
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Hierarchical task analysis for creation of reading website
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Case Study “Fast Ferries”
• Design a computerized system to support fast and efficient on-line enquiries and bookings at each sales position: reservation system
• Supported activity
– Sales to general public by staff in travel agency
• Users
– Staff in travel agency
• Level of Support
– Detailed enquiry; Information processing; Validation
• Form of solution
– On line system
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Task Hierarchy Diagram (THD)
58
Serve customer
Make
enquiry
Make
booking
Perform other
Service
routes sailings Avail-
ability
Accomo-
dation
Enter
detailConfirm
detail
Accept
deposit
Record
deposit
Check
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THD with function allocation
59
1 Serve customer
1 Make
enquiry
2 Make
booking
3 Perform
other Service
1
Routes
2
Sailings
3 Avail-
ability
4 Acco-
modation
1 Enter
detail2 Confirm
detail
3 Accept
deposit
4 Record
deposit
Check
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User-Centred Design Overview
• Design requires assessment
– Establish
• who are users
• what are their goals
• what tasks need to be performed
– Task Analysis
• Characterize what steps users need to take
• Create scenarios of actual use
• Decide which users and tasks to support
• Design based on user characteristics and tasks
• Evaluation
– Test interface by “walking through” tasks
– Typically before implementation
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Review #9b
• Task analysis
• To Do
• Cognitive analysis
• Dialogue analysis
• Usability
• Envisionment – Prototyping
• Evaluation
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