stanford hci group / cs147 27 september 2007 discovery scott klemmer tas: marcello bastea-forte,...
TRANSCRIPT
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stanford hci group / cs147
http://cs147.stanford.edu27 September 2007
Discovery
Scott KlemmerTAs: Marcello Bastea-Forte, Joel Brandt,Neil Patel, Leslie Wu, Mike Cammarano
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“You Can Learn a Lot Just by Watching”
—Yogi Berra
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Today
Approach Doing Observational Work Announcements & Questions
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APPROACH
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LUCY SUCHMAN
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Variety of observation techniques
Contextual inquiry Ethnography Diary studies Prompted (pager) studies Cultural probes Task analysis
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ETHNOGRAPHY
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Goals
Natural Holistic Descriptive
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ETHNOMETHODOLOGY
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The Practical Logicof the Everyday World
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More about Contextual Inquiry
Source: Beyer, Hugh, Karen Holtzblatt. Contextual Design: Defining Customer-Centered Systems. Morgan Kaufmann, 1997.
Collections Designers Keep. ContextualInquiry of designers in NL. Tu Delft. ID-StudioLab
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What is Context?
Activity in its actual place Artifacts and tools The ecology around it
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How to perform Contextual Inquiry?
Set up a partnership with the people to be observed
Be taught the steps in the process
Observe all of the practices Validate what you are observing
with those observed as you go along
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How to record a contextual inquiry
Notes Camera Action
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Discovery is the root of design
1. Discovery2. Exploration3. Refinement4. Production
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Observation is at the heart of Discovery
1. Set goals2. Observe3. Synthesize
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The Discovery process yields …
1. What users do now2. What values do the users have3. How the users activities are
embedded in an overall “ecology”
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Don’t just observe process, observe the practice
Process Step one Step two Step three
Practice
A thousand word picture
Ask Why’s?
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Process v. PracticeJack Whalen & the Call
Center
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Tacit Knowledge
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“That’s Obvious!”
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Deep Hanging Out
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A Shifting Landscape
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DOING OBSERVATION
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Makes Explicit Much of What Good Design Does
Implicitly
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The Importance of Being Curious
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Reflective Practice
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DESIGN IS ABOUT CHOICE
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“Does your employer or his representative resort to trickery in order to defraud you of your earnings?”
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“Is the daily update an important feature to you?”
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GOOD QUESTIONS
Are open-ended Avoid Binary Questions Let Silence Happen
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Erring in the Other Direction…
“Tell me a story about yourself”
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Plans are useless, but planning is invaluable
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What works better(Snowboaring with Scott)
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PAY ATTENTION TO ARTIFACTS
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Say you were designing…
A lecture support system Here are my steps
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Finding People…
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Rocket Science
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What people can’t tell you… Functional fixedness: People understand their
world within a structure that imposes limitations. It's hard to see outside that structure.
What they would do / like / want in hypothetical scenarios
How often they do things The last time they did something How much they like things on an absolute scale
So, you cannot simply ask people what features they would like in a tool.
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What people can tell you…
What they “generally” do How they do it Their opinions about their current
activities Their complaints about their current
activities How much they like one thing compared
with another
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Creating an interview protocol
Figure out who to interview Structuring the interview
Start with demographics, overall goals, high-level tasks, company policies, etc.
Move on to more open-ended questions (have them walk you through a task/day, what works well, what doesn’t?)
Cycle back to more detailed questions
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Interviewing tips
Introduce yourself, explain your purpose The interview is about them, not you! Ask open, unbiased questions Ask the question and let them answer Follow up
Adjust your questions to their previous answers Ask questions in language they (use) understand Pick up on and ask for examples
Be flexible
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Who’s doing all the talking
Strive for about 20% (or less!)
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Recording the interview
Interview in pairs One person interviews, the other takes notes & listens
Audiotaping Accurate record of the interview Great for mining lots of information per interview --
your notes will never be as complete Helpful if impressions change as you interview others Tedious to review later (but well worth it) Helpful for presentations - makes the people real Get permission in advance - be aware of security
issues
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Recording the interview
Videotaping Same advantages and disadvantages as
audiotape Even better for communicating findings to others May be harder to get permission More issues of confidentiality May make people less willing to divulge sensitive
information If you can't videotape, take snapshots
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Where should you interview?
In their setting (i.e. their office, home, car, etc.) Gives you much better insight into their
activities Gives you a chance to see their environment Allows them to show you rather than tell you
If not possible to interview in their setting, ask for a tour before or after
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Before you go…
Take a trial run with colleagues or friends Gives you practice interviewing Irons out problems with the questionnaire,
redundancies, inconsistencies
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After the Interviews
Keep photos and other concrete details around
Concrete people help tie all design to use, rather than debating things on an abstract plane
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WWMPD?
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Medical Recordsthick practice
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Final Scratchthick practice
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Field Biologythick practice
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ButterflyNetthick practice
chi chi 20062006
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Eye to future: in situ diary studies
Source: Carter, S. and J. Mankoff. When Participants Do the Capturing: The Role of Media in Diary Studies. Proceedings of the ACM Conference on Human Factors in Computing Systems (CHI), Pages: 899-908. 2005.
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Eye to future: txt 4 l8r, diary studies innovation
Source: Joel Brandt, Noah Weiss, and Scott R. Klemmer. txt 4 l8r: Lowering the Burden for Diary Studies Under Mobile Conditions. Work-in-progress, ACM Conference on Human Factors in Computing Systems (CHI), San Jose, California. 2007
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Questions
About the assignment About studio today & tomorrow About class in general
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FOR TUESDAY
Reading: Contextual Design In general: we went to great
lengths to pick seven readings, and they’re all really good As opposed to picking 15 plus another 10 optional readings.
Okay, I cheated – there’s one optional reading, but it’s a comic book
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Further Reading
Mike Kuniavsky, Observing the User Experience
Beyer and Holtzblatt, Contextual Design
Jeanette Blomberg Paul Dourish Diana Forsythe, “It’s just a matter
of common sense”