contextual inquiry lecture #3 - january 27th, 2009 213: user interface design and development
TRANSCRIPT
Contextual Inquiry
“Contextual Design makes data gathering from the customer the base criterion for deciding what the system should do…”
“The core premise of Contextual Inquiry is very simple: go where the customer works, observe the customer as he or she works, and talk to the customer about the work. Do that, and you can’t help but gain a better understanding of your customer.”
Source: Beyer and Holtzblatt, Contextual Design
Making Change Palatable
“[S]ystems must match the user’s model closely enough that the user can make the transition…”
Even if a new technology is advantageous, it will not be adopted if it is too disruptive to current practice
Example of the slow transition from typewriters to word processors
Design from Data
“The user is not like us…”
We need data to understand the user and his/her work
Marketing only provides a high-level business case, not specific details about their current practice
Benefits of Data
Requires design team to agree on common observations and their representation
Reveals hidden aspects of work, that may be implicit in the user’s understanding
Contextual Inquiry is a method for gathering and representing data about the user and his/her work
Principles of CI
CONTEXT - See the work where it unfolds
PARTNERSHIP - Make yourself and the user collaborators in understanding the work
INTERPRETATION - Assigning meaning to design team’s observations
FOCUS - Shared starting point, orienting the team and user towards a common goal
Source: Beyer and Holtzblatt, Contextual Design
Summary vs. Ongoing Experience
Retrospective accounts are often summaries
“I got to work, checked my email and had a cup
of coffee”
By being present in the time and place of
activity, we can access much richer data from
ongoing activities
“I got to work, looked over my email, answered
messages from my boss, decided to have some
coffee, walked to the coffee machine, found
there was no coffee, so I made coffee…
Abstract vs. Concrete Data
Humans also have a tendency to abstract - save
time, and convey points they feel are
important
This reduces amount and quality of data in CI
Leaning back, Staring at the ceiling are clues
that user is providing abstract description
Leaning forward, Point at artifacts are being
concrete
Focus on real tasks and artifacts
Master / Apprentice Model
You are the Apprentice; the Customer is the
Master - keeps investigator humble, and
customer in charge
Investigator is not afraid to ask questions
Teaching while doing means user doesn’t have to
think in advance what to convey
Allows discovery of subtle details, which may
be overlooked in “canned” discussion
Reduces need for a formal set of interview
questions
Being a Good “Apprentice”
Be a keen observer
Don’t be afraid to ask questions
Maintain an attitude of inquiry and learning
Admire the Master as an expert in his/her work
Aspire to see the World as they do
Adapted from Jake Wobbrock
Withdrawal and Return
The researcher observes something that he/she would like to dig deeper about
“Is there a reason you paused there?”
The researcher asks about this, and the pair withdraw momentarily from the task at hand
The pair discuss the researcher’s question
After, participant returns to the task at hand
Adapted from Jake Wobbrock
What to Look For
Workarounds
Mismatch between what people say and do
Offhand, under the breath comments
Sighs
Rolling of eyes
Confessions
Adapted from Jake Wobbrock
Vet your Design Ideas
CI is also a fine time to get initial feedback on design ideas
“If you had a technology that did X, would that solve this problem?”
Designers will want to do this anyway, so might as well support it
Users will quickly understand the intent of your suggestion, and will be able to provide direct feedback
This will also demonstrate your understanding of the problem, providing opportunity for brainstorming and/or clarification
Avoid other Relationships
Interviewer / Interviewee - Not based on context or ongoing activities
Expert / Novice - You are not the expert in the user’s work, they are!
Guest / Host - You shouldn’t be too afraid of asking the wrong question
Check your Interpretations
It is good to check your interpretations to make sure they are accurate
“I saw you just do X. Is that because of Y?”
“I believe X. Is that correct?”
As long as you check your interpretations in-context, participants will respond accurately
Outside of context, they may be more inclined to agree or answer in generalities rather than specifics
Adapted from Jake Wobbrock
Stages of a Contextual Interview
Interview / Warm Up
Transition
Observe Behavior
Share Interpretation
Refine Interpretation
Wrap-up
Adapted from Jake Wobbrock
Establish a Focus
Establishing a project focus keeps project team aligned towards relevant questionsAsking the customer about whether they bring an umbrella to work probably wouldn’t be helpful for designing a word processor
Often different team members will have a slightly different focus based on their experience and interests
Differences are reconciled during group interpretation
7 Ways to Screw up a CI
Not being inquisitive/nosy enough
Overly disrupting the task
Turning it into a regular interview
Failing to respect your participants
Failing to observe and take good notes
Focusing on the wrong details
Slipping into abstractionAdapted from Jake Wobbrock
Group Interpretation
A maximum of 48 hours after the interview, group interpretation is conducted
Focusing on one interview at a time, each design team member is allowed to ask questions of the interviewer
The outputs of this meeting are:
A sequence of notes, including observations, questions, design ideas and breakdowns, indexed by user number (important to keep anonymous)
A set of work models (see following)
Roles during Group Interpretation
Interviewer - conducted the interview
Work Modelers - generate work models
Recorder - take notes
Moderator - run the session
Participants - ask questions, make observations
Rat-hole Watcher - avoids breaking protocol or wasting time
Work Models
Work models are a graphical way of representing the result of a CI
Generated during group interpretation session, after primary data collection
A concrete set of deliverables allowing the design team to agree upon a shared understanding and representation
Distills the important contextual aspects of the design scenario
Five Kinds of Work Models
FLOW - Direction of communication and
coordination
SEQUENCE - Detailed sequence of work steps
ARTIFACT - Physical objects that support the
work
CULTURE - External influences
PHYSICAL - Layout of the work environment
Adapted from Jake Wobbrock
Flow Model
Focuses on the roles of different users, and how they communicate and coordinate to get work done
Each flow model is generated from a specific individual perspective
Includes the places where communication happens, the artifacts used for communication, and breakdowns in communication that negatively impact work
Sequence Model
“Low-level, step-by-step information on how work is actually done"
Includes the intent behind the action, the trigger that led the user to this action, and breakdowns that create problems
Captured at level of detail appropriate for focus of the design team
Artifact Model
“An artifact model is a drawing or photocopy of the artifact, complete with any handwritten notes”
Documents physical artifacts used in work
During the CI, interviewers should inquire into the structure, content, presentation and usage of the artifact, as well as any breakdowns in its current use
Cultural Model
“Work takes place in a culture, which defines expectations, desires, policies, values, and the whole approach people take to work”
Revealed in the language used to describe work, the tone of the place, the policies, and the influence of the overall organization
Influencers are the individuals, formal groups or abstract principles that influence the work of specific people
Physical Model
Documents the physical environment where work happens
Includes the organization of space, the grouping of people, and their movement in the space
Focuses on aspects relevant to the work / focus, and not on complete fidelity
Affinity Diagrams
Affinity Diagrams are generated during group
session
Each observation/idea/note is copied to a
post-it
Notes are hierarchically organized into
themes, based on the focus of the project
Usually done in a chaotic fashion, with design
team members running back and forth with
post-its and yelling ideas to each other
Consolidating Work Models
Consolidating models across different users
and interviews allows the team to see
patterns
Some observations may be missed - by
consolidating several interviews, we can
achieve better coverage
Reduces likelihood of bias by one
idiosyncratic user or interview
Only done for important and/or relevant
models
Example: Consolidating the Flow Model
Select 6-9 flow models
List responsibilities and roles of each person, group and place
Group similar roles, provide a generic name
List the abstracted responsibilities for each
List the abstracted communications and artifacts used between
each
Include any observed breakdowns
Go back to individual flow models, and include any important
roles, responsibilities or flows not covered
Consolidating Work Models
Model Group Abstract
Physical Roles Responsibilities, Communications, Breakdowns
Sequence Tasks Triggers, Activities, Intents
Artifact Roles Parts, Structure, Intent, Usage
Physical Work Spaces Places, Structure, Movement Patterns
Cultural Influencers Influences
Assignment 0: Focus
Form a Group (2-4 people)
Choose a Project Focus
Identify User / Stakeholder categories
Identify Project Mentor(s)
Deadline is 2/2 at 11:59PM
More details on course home page
Will take a straw poll in the next class
Project Topics
1) Social Media for California Farmers
2) Health Records for Migrant Workers
3) Information, Communications & Coffee
4) Information and Training for Homeless
5) Squash & Vine
6) Meta-Mouse for Education
7) Improved Data Management for Health
8) Kuali Student Project
Assignment 1: Observation
Conduct 2-5 Contextual Interviews
Make an Affinity Diagram
Generate Five Work Models
Generate Initial Scenarios and Personas
Write it up and turn it in!
Deadline is 2/16 at 11:59PM
More details on course home page
In-class Exercise
FOCUS: You are enlisted to develop an improved tool for giving class presentations
Who are your users?
Where is the workplace?
During the next class, I will be your interview subject. Come prepared to conduct a contextual interview, and to take notes (bring index cards or a small notepad)