CD Part 3 Seeing across Customers

Transcription

1 CD Part 3 Seeing across Customers Chapter 8 Consolidation Creating one representation of a market A single representation is a marketing and planning tool Facilitate the partnership between IT and customers IT can be the voice for coherent business processes Representations of work stabilize requirements Seeing the whole: No list of needs or requirements will give designers the synthetic view. Seeing possibilities for structural changes that radically improve the work.

2 Chapter 9 Creating One View of the Customer The affinity diagram (Behandlet i forrige forelæsning)

3 Chapter 9 Creating One View of the Customer Consolidating flow models Maps the players in the customer population The flow model reveals the common roles in different jobs Roles are quite consistent across a work domain Individuals play multiple roles A role collects responsibilities which accomplish an intent Multiple people play the same role Design role variation that actually occur

4 Chapter 9 Creating One View of the Customer Consolidating sequence models Show task structure and work strategies People use only a few strategies to do a task - Astonishing? Individual differences but also common properties in human thinking/mental activity. See Naur (2000): Habit, Stream of thought, Awareness, Utterance and Knowing - and Acquaintance Objects, keynote NordiCHI, Identify the activities across all sequences, identify and name abstract steps across all sequences, match up steps doing the same Watch for different strategies to do the same thing Identify intents of the steps - account for all intents before automating a task

5 Chapter 9 Creating One View of the Customer Consolidating artifact models Consolidated artifacts make conceptual distinctions concrete Let project focus determine which artifact types to consolidate Identify common parts of the artifacts Identify the usage and the intent of each part Look at how the parts are presented to grab your eye Keep online artifact simple by letting real data guide design Make the consolidated artifact a good communication tool (See figure 9.16)

6 Chapter 9 Creating One View of the Customer Consolidating physical models Physical models reveals how space and layout affect work Identify unique usages of individual space - Grudin 2001, Multiple Monitors... Look at how objects cluster and their proximity to people Identify the constraints that the environment imposes on work - example: note taking on the road... Show movement patterns and breakdowns Draw the model to reveal issues the team should talk about (See figure 9.20) The physical model shows how the physical environment supports and constrain work

7 Chapter 9 Creating One View of the Customer Consolidating cultural models The cultural model reveals common values, friction, and policy The nature of the business itself creates many of the pressures First, find all the influencers Then, add unique influencers between influencers (fx PBS og DB) Keep variation across business or national cultures The cultural model reveals the important values to address (fx Orlikowskis beskrivelse af Lotus Notes i PriceWaterhouse)

8 The Thought Process of Consolidation Induction (bottom up) reveals the pattern and meaning in work instances Useful design data reveals the intent, strategy, structure, concepts, and mind-set of the user Chapter 10 Communicating to the Organization Communicating to people who have a stake in the project is part of the job A cross-functional team doesn t guarantee communication back to the functions

9 Communication techniques People need to manipulate data to make it their own (ligger i det danske ord tilegne sig som ikke rigtig findes på engelsk) Walk the affinity wall to balance individual thinking with team discussion The challenge: address the whole wall of issues with a single design idea The consolidated models promote systemic thought about work and system response Tailoring the language to the audience Use multiple techniques to involve customers

10 Communication techniques... Customer data counterbalances the urge for technical elegance (fx Dantræ og chefens plastik-charteques i tre farver: rød for haster...) Help management see progress by using models as deliverables, create slide shows and UI mock-ups the goal is to design a whole system, not fix a point problem - sku vi ta en fredag om Amanda-sagen?