Modeling Work and the Interpretation Session ITM 734 Fall 2006 Corritore

2 Work Models: Sequence model basic info about how the work is really done, structured, and the intent New sequence for each new task or instance of a task  Trigger – what causes the sequence of actions, prompts Need way to tell user that there is something to be done  Steps – action or thought preceding an action Not taking running notes – capturing key steps Include thought steps  Order – may include loops and branches  Breakdowns/problems – lightening bolt Hesitations or errors – ask them to explain  Intents – why the work matters to the user – the reason they did it Primary (applies to entire sequence) and secondary (drive particular way work is carried out) Look over steps and write this Examples pg , 131  User code and number (in sequence)

3 Our project Important for us – why? Kinds of sequences …

4 Work Models: Artifact model The things people create, use or modify in the course of doing work - tangible  How they are arranged into parts and relationship between parts – show conceptual distinctions in the work grouping corresponds to conceptual distinctions Information content and how it is used Informal annotations Presentation – how artifact presented - layout, fonts, formatting, etc.  Make a drawing or picture on flipchart and add handwritten notes  Example pg. 135 (user code and sequence no. )

5 Our project Artifacts important  Provides clues how to structure our system  Natural pattern of interaction with artifacts should be maintained

6 Work models: Physical model Where work happens  Constrains what people can do  People structure their workplace to be convenient, mirrors how they conceptualize their work  Things like Organization of space, division of space, grouping of people, organization of workplaces, movement through the space  Example pg 138

7 Our project Physical model important how?

8 Other work models Flow – shows people’s responsibilities and communication/coordination flow between then for given job Cultural – reveals influences on a person and feelings about their work.

9 Equipment for work models Sharpies  Blue – regular text  Red – breakdowns (lightening bolts)  Green – holes, questions, hi-level summary data, uncertainties Flip chart and paper  Label with user ID

10 Interpretation session Way to build a shared understanding of customers work  Can involve stakeholders and lots of other folks  Multiple perspectives

11 Interpretation session Roles 1. Interviewer – one who interviewed the customer - TRUTH Team can back them up if skipped over something Not passive – can engage in discussion 2. Work modelers – draw work models on flip chart as they hear them Do sequence Tape up artifacts and analyze/annotate as they come up Just draw – if someone sees something they think is wrong, stop and point it out

12 Interpretation session Roles 3. Recorder Keeps notes on overhead projector Word doc  Every key observation, insights and interpretations (I), question (Q), design idea (D), good user quotes (QU)  These used to build an affinity diagram later  Capture key ideas emerging from discussion  Each should stand by itself  Each should only express one idea/activity  Facts OK – more important – why the fact matters  Like a record of the session Will also capture some elements of Sequence Model –  Breakdowns, intents, observed work strategies, triggers that are particularly important for design, etc –  NOT individual steps Will also capture some elements of Artifact Model  Breakdowns, intents, usages, concepts implied, types of info collected and source, aspects that don’t work Will also capture elements of Physical Model

13 Interpretation session Examples of interpretation session notes (pg 117): U4 1 Copies of sample cards kept in shoeboxes; has to keep them two years (regulation) U4 2 Home office lost sample cards she had sent in; she had to make photocopies of her copies and send them again U4 3 Keeps last 6 months of sample cards in her home office; then puts them in shoebox and moves them to garage U4 4 Q: Is there any defined procedure for storing and disposing of sample cards? U4 5 D: give sales reps a budget they can use to buy the things they need. U4 6 I: home office thinks they know the equipment the sales reps need, but don’t supply storage for information Where U4 is type and no. of user, other number is sequence

14 Interpretation session Roles 4. Participants – rest of team  Listen, ask questions to understand, develop insights into the work, propose interpretations for team, make observations, suggest design ideas (don’t discuss these – just capture in their context)  Capture that!  Make sure recorder additions are accurate 5. Moderator  Stage manager for meeting “what happened on this interview and what do we need to capture from it?”  Keep the pace brisk, keep everyone involved  Give post-it notes to talkers to record ideas – then at end see if they have been brought up

15 Interpretation session Roles 6. Rat hole watcher – rat hole is anything that pulls the conversation off-track  Examples:  Is this technically feasible?  Evaluation of any idea.  Sharing your own personal experience with a product  Introducing data from another user (my guy did that too!)  Everyone really does this

16 Interpretation session process Label everything with user ID and sequence number Demographic profile – put in Word doc  Job function, job title, department, age, time at job, no. of students, no. of courses this semester, on avg. a semester, online vs. onsite, browser type, etc?  Don’t put in affinity note – put in section before notes. Draw a physical model of workplace and annotate (flipchart) Walk through interview step by step  Bit chaotic – trying to tell story, people asking questions, people drawing models, recorder typing, moderator advising  Everyone thinking outloud – NO EVALUATION at this point  Recorder writing affinity notes one per line When done, look back and list top insights from this interview (pg. 119) – on flipchart  reflection

17 Sharing sessions When teams do interpretation in small groups – have to inform the whole at some point  Speaker – presents the models for a given user Sequence model – tell story of the sequence model - summarize key strategies or breakdowns that model reveals  Helper updates model as speaks  Teams listen, question, add interpretations, etc.  Recorder – adds any new points to online notes At bottom (find duplication later)  Moderator – keep meeting moving

18 Example Interpretation Session Read customer data U1 – 9 Roles  Recorder – Word on screen  Moderator  Interviewer  Rat hole watcher  Work Modeler – flipchart (sequence, artifact)  Rest of team -

19 Interpretation session process Label everything with user ID and sequence number Demographic profile – put in Word doc  Job function, job title, department, age, time at job, no. of students, no. of courses this semester, on avg. a semester, online vs. onsite, browser type, etc?  Don’t put in affinity note – put in section before notes. Draw a physical model of workplace and annotate (flipchart) Walk through interview step by step  Bit chaotic – trying to tell story, people asking questions, people drawing models, recorder typing, moderator advising  Everyone thinking outloud – NO EVALUATION at this point  Recorder writing affinity notes one per line When done, look back and list top insights from this interview (pg. 119) – on flipchart  reflection

20 Take a look ….. Incontextdesign.com – hop/index.htm - physical model - artifact model - sequence model (consolidated)

21 Next time Sharing sessions Consolidation and affinity diagrams  Ch 7 and 8 in Holtzblatt, et. al.

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