Technical'Topics' Overview'of'the'semester' Contextual'enquiry'and'analysis' Overview'of'the'coming'week' 8/08/2014'

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1 Technical'Topics' Overview'of'the'semester' One'assignment' Three'themes:'design++,'technical,' hot'topics' management,'bitbucket,'mercurial' Web'pages:'HTML,'CSS,'Javascript' Web'toolkits:'bootstrap.css,'JQuery' Server:'Python'+'microframework' hosnng:'vm+vagrant' AJAX,'template'languages' Overview'of'the'coming'week' Contextual'enquiry'and'analysis' Lab'and'associated'homework' preparanon' NeedUfinding'and'user'tasks' 1'

2 One'sentence'statement'(info3315) '' One'Sentence'Statement' On'the'path'to'requirements' A'single'sentence'that'states:' The'users'of'the'system' DescripNon'of'the'transformaNve'interface' and'system'' Training'level'of'the'users' Time'limits'for'compleNng'task' System'Concept'Statement'(H&P:96U7)' Introduction 100' '150'words' Mission'statement'for'the'system' Needs'care'and'we'will'refine'it'during'the'next'class' See'example'in'the'text' Important'for'this'stage'and'because'we'will'refer'to'this' example'through'the'semester' States'the'following' System'name' Target'users' What'the'system'is'intended'to'do' The'problems'the'system'should'solve' Aspects'of'the'user'experience' 8' 2'

3 What is contextual inquiry? Contextual inquiry UX lifecycle activity to gather detailed descriptions of customer or user work practice For purpose of understanding work activities and underlying rationale Goal: To improve work practice and construct and/or improve system designs to support it What is contextual inquiry? Includes Interviews of customers and users (what they say) Observations of work practice in real-world context (what they do) Not requirements gathering in traditional sense 9' 10' What is contextual inquiry? Focus of contextual inquiry Are we gathering data on an existing system or a new system? Contextual inquiry is about the way things are done now But, yes, you are thinking ahead about your new system, too 11' 12' 3'

4 Introducing a running example Existing: The Middleburg University Ticket Transaction Service (MUTTS) Central event ticket office, like the one on campus Target: The Ticket Kiosk System Distributed self-serve kiosk system Especially want kiosks at bus stops around town System concept statement System (or product) concept statement Typically 100 to 150 words in length Mission statement for new system to be developed Explains system to outsiders Helps set focus and scope for system development internally 13' 14' System concept statement Writing a good system concept statement is not easy Amount of attention given per word is high A system concept statement is not just written It is iterated and refined to make as clear and specific as possible System concept statement An effective system concept statement answers at least the following questions: What is the system name? Who are the system users? What will the system do? What problem(s) will the system solve? (Be broad to include business objectives) 15' 16' 4'

5 System concept statement Answers these questions: What is design vision and what are the emotional impact goals? In other words, what experience will system provide to user? Especially important if target is commercial product System concept statement Audience broader than that of most other deliverables, including High-level management Marketing Board of directors Stockholders Even general public 17' 18' Example: For Ticket Kiosk System The Ticket Kiosk System will replace the old ticket retail system, the Middleburg University Ticket Transaction Service, by providing 24-houra-day distributed kiosk service to the general public. This service includes access to comprehensive event information and the capability to purchase tickets rapidly for local events such as concerts, movies, and the performing arts. The new system includes a significant expansion of scope to include ticket distribution for the entire MU athletic program. Transportation tickets will also be available, along with directions and parking information for specific venues. Compared to conventional ticket outlets, the Ticket Kiosk System will reduce waiting time and offer far more extensive information about events. A focus on innovative design will enhance the MU public profile while Fostering the spirit of being part of the MU community and offering the customer a Beaming interaction experience. (139 words) Essence of contextual inquiry Inquire into structure of users own work practice Learn about how people do work your system is to be designed to support Take copious, detailed notes Raw user work activity data 19' 20' 5'

6 Contact management people Build rapport and trust Promise personal and corporate confidentiality Identify areas of activity and users for observation and interviews Contact management people Build rapport and trust Promise personal and corporate confidentiality Identify areas of activity and users for observation and interviews 21' 22' Contact management people Ask about which kinds of users are doing what and when Set scope Explain that you want to see broadest representation of users and work Identify work activities Focus on most important and most representative tasks Contact management people Establish or negotiate various parameters, such as how long you will/can be there It can be up to several intense weeks for data gathering How often to visit It can be up to every other day 23' 24' 6'

7 Contact management people How long for average interview A couple of hours maximum Maximum number of interviews per visit Example, four to six Contact management people Identify appropriate support people Determined by management people Arrange logistics for visits 25' 26' Contact management people Select appropriate users and others to meet, observe, and interview Especially frequent users, managers, customer representatives Cover as many usage roles as possible What if you cannot find real users? Plan visits to multiple sites if they exist Set up right conditions (real work context) During visit: Collecting user work activity data Remember goal Do not ask users what they want or need If I had asked people what they wanted, they would have said, faster horses Henry Ford Observe and interview users In own work context About how they do their work 27' 28' 7'

8 During visit: Collecting user work activity data Get task data One of most important kinds of contextual data Notice triggers for tasks and steps What happens to cause them to initiate each task or step? Example, incoming phone call leads to filling out order form Learn about your users task barriers Notice hesitations, problems, errors During visit: Collecting user work activity data Be a listener Usually do not offer your opinions about what users might need Do not lead user or introduce your own perspectives 29' 30' During visit: Collecting user work activity data Introduction Capture details as they occur Do not wait and try to remember it later Follow leads, collect clues Be ready to adapt, modify, explore, branch out 32' 8'

9 8/08/2014' Contextual analysis Systematic analysis of contextual user work activity data Identification, sorting, organization, interpretation, consolidation, and communication For purpose of understanding work context for new system to be designed Contextual analysis does not directly yield either requirements or design 33' Contextual analysis process 35' How to do contextual analysis Identify work roles, user classes Build initial flow model Synthesize work activity notes Consolidate data Build work activity affinity diagram (WAAD) from work activity notes Communicate results to team via walkthroughs 34' Example flow model for MUTTS 36' Copyright'MKP.'All'rights' ' 9'

10 Synthesizing work activity notes This is similar to what you did in this week s lab Brining together material from observations and starting to analyse it Example, work activity notes for MUTTS User (ticket buyer, id=u17) raw comment: It is too difficult to get enough information about events from a ticket seller at the ticket window. For example, sometimes I want to see information about popular events that are showing downtown this week. I always get the feeling that there are other good events that I can choose from but I just do not know which ones are available and the ticket seller usually is not willing or able to help much, especially when the ticket window is busy. 37' 38' Work activity notes for MUTTS Work activity notes for MUTTS Break up raw comment: It is too difficult to get enough information about events from a ticket seller at the ticket window. For example, sometimes I want to see information about popular events that are showing downtown this week. Synthesize work activity notes: It is too difficult to get enough information about events from a ticket seller at the ticket window. I want to see information about current popular downtown events. Break up raw comment: I always get the feeling that there are other good events that I can choose from but I just do not know which ones are available and the ticket seller usually is not willing or able to help much, especially when the ticket window is busy. Synthesize work activity notes (with some interpretation and further discussion): I would like to be able to find my own events and not depend on the ticket seller to do all the browsing and searching. There are potential communication gaps because the ticket seller does not always understand my needs. 39' 40' 10'

11 8/08/2014' Work activity notes for MUTTS User (ticket buyer, id=u17) raw comment: It is hard to judge just from information available at ticket window whether an event has been well received by others. Synthesize work activity notes (with some interpretation and further discussion): It would be nice to get reviews and other feedback from people who have already seen the show. [Design idea] Consider including capability for people to add reviews and rate reviews. Question: Should this be located at event venues rather than kiosk? 41' The work activity affinity diagram (WAAD) A work activity affinity diagram is a way to sort data into categories and subcategories when you don t know in advance what the categories will be The data determine the categories, not preconceived notions In practice, it s both Example, MUTTS Example, MUTTS Newly hatched cluster with temporary topical label Topical label that has grown in scope during affinity diagram building 43' 44' 11'

12 Pick up the pace After everyone gets it, speed it up, work in parallel Ask for discussion when needed Stay flexible Clusters move and morph Set aside outlier or maverick notes in a corner Don t waste time on them They might fall into place later Democratic process Anyone can post or move a label or note Just have to discuss Don t get invested in data ownership No note/cluster/group is owned by anyone Everything is driven by team consensus 45' Example Team studying clusters to form groups 47' Copyright'MKP.'All'rights' 48' ' 48! 12'

13 8/08/2014' Example Building WAAD with software tool on large touchscreen Walkthrough of WAAD Explain your process in a nutshell Goals Garner more input Discuss to unify WAAD and flow model Achieve shared understanding of user work issues 49' Copyright'MKP.'All'rights' ' Example Building WAAD with software tool on large touchscreen 51' Copyright'MKP.'All'rights' ' Example, WAAD for MUTTS 52' 13'

14 Introduction Introduction Contextual inquiry and analysis do not produce direct requirements Requirements are first span of bridge between analysis and design 53' 54' Requirements specifications Requirements specifications are problematic Even in software engineering where they have been studied for years Detailed formal requirements Cannot ever be complete Cannot ever be 100% correct Cannot be prevented from changing throughout lifecycle Formal requirements extraction Walk WAAD for needs and requirements Switch from inductive to deductive reasoning What requirement is implied a work activity note in a WAAD? Have to deduce it 55' 56' 14'

15 Formal requirements extraction Generic structure of requirement statement Name of major feature or category Name of second-level feature or category Requirement statement [WAAD source node ID] Rationale (if useful): Rationale statement Note (optional): Commentary about this requirement Another example Work activity note: I sometimes want to find events that have to do with my own personal interests Transaction flow Recommendations for buying Ticket-buyer purchases shall be supported by recommendations for the purchase of related items. [DE2]. Implied system requirement: During a transaction session the Ticket Kiosk System shall keep track of the kinds of choices made by the ticket buyer along with the choices of other ticket buyers who bought this item. [DE2]. Note: Amazon.com is a model for this feature. 57' 58' Importance of deduction WAN:' I'use'my'calendar'to'schedule'meeNngs'with'my'coU workers ' InteracNon'requirement:' Users'shall'have'support'for' automated'coordinanon'or'negonanon'of'schedules'with'the' calendars'of'other'users ' Need'to'find'balance'between'extrapolaNng'and' invennng ' requirements''' 59' 15'

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