designing interactions / experiences: lecture #02

por Itamar Medeiros @designative http://www.linkedin.com/in/designative

Designing Interactions 2013-2: DISCOVERY MODE

{ Designing Interactions: Discovery “Mode” }

You are at: Introduction » Learning Objectives and Outline

Designing Interactions: Discovery “Mode”

Learning Outcomes §  You will understand all the preparation necessary

to conduct user research;

§  You will understand the basics of conducting

Contextual Inquiry Studies Class Outline §  Understand the Design Challenge §  Define Your Audience §  Prepare for Research §  Contextual Inquiry

Introduction: Collect / Create / Relate / Donate

Collect Learn from previous experiences !Relate Consult with peers and mentors "

Create Explore, compose,

and evaluate possible solutions

Donate Disseminating

results

Shneiderman, B. (February 1999), Creating Creativity for Everyone: User Interfaces for Supporting Innovation, ACM Transactions on Computer-Human Interaction 7, 1 (March 2000), 114-138.

You are at: Introduction » Collect / Create / Relate / Donate

IDEO (2011), Design Thinking Process in Design Thinking Toolkit for Educators, retrieved September 1st , 2011 from http://www.designthinkingforeducators.com/

You are at: Collect » Discovery

Discovery builds a solid foundation for your ideas,

opening up to new opportunities, and getting

inspired to create new ideas.

Discovery

Sharon, T., (2014), “Tools for Entrepreneurs: Flying Cars, UX Research, Attitude and Behavior” in Google for Entrepreneurs, retrieved on April 4th, 2014 from http://www.google.com/entrepreneurs/onlinelearning/

Tomer, S., (2012), It's Our Research: Getting Stakeholder Buy-in for User Experience Research Projects, Morgan Kaufmann; 1 edition (April 2, 2012)

Let’s review what we’ve go so far:

§  A Design Challenge

§  A Definition of Your Audience

§  A list of Assumptions

§  A list of Research Questions

You are at: Relate » Discovery » Prepare for Research

Discovery: Prepare for Research

You are at: Collect » Ethnography » Definitions

Ethnography (from Greek ἔθνος ethnos = folk/people

and γράφω grapho = to write) is

the science of contextualization

Ethnography: Definitions

Greenhouse, Carol (2009). Ethnographies of Neoliberalism. Philadelphia: University of Pennsylvania Press. p. 2. ISBN 9780812241921.

It is often employed for gathering empirical data on

human societies and cultures. Data collection is

often done through participant observation,

interviews, questionnaires, etc.

Wikipedia (2011), Ethnography, retrieved on September 13th, 2011 from http://en.wikipedia.org/wiki/Ethnography

A qualitative description of the human social

condition, based on fieldwork and observation.

Kolko, J. (2008), INF385T | Information Design Studio, Lecture 4: Ethnography, Contextual Inquiry, and Contextual Design, UT Austin: School of Information

You are at: Collect » Ethnography » How we know what to design

Ethnography: How we know what to design?

All ethnographic techniques attempt to understand

and document user behavior:

What People Do? Why they Do it?

Kolko, J., (2011), Thoughts on Interaction Design, Second Edition, Morgan Kaufmann; 2nd edition (February 8,2011)

You are at: Collect » Ethnography » What can it do and what it cannot

Ethnography: What can it do and what it cannot

Ethnography is good for:

§  Understanding problems within existing designs;

§  Understanding how people work, play and live;

§  Understanding why people do the things they do with a service, product or system;

Ethnography is bad for:

§  Determining if someone would buy a certain product or service;

§  Identifying how much someone would pay for a certain product or service;

§  Understanding what color, texture, material, size, or shape to make a certain product;

You are at: Collect » Ethnography » Tools & Techniques

Ethnography: Tools & Techniques

1.  Contextual Inquiry Context, Partnership, Interpretation & Focus.

2.  Interviews No context for observation.

3.  Passive Observation Anthropological: become invisible and simply watch.

4.  Evaluative Ethnography Introduce a new object in the environment to understand its effects

5.  Kinesics Understanding the non-verbal behavior related to the human movement.

Portigal, S., (2013), Interviewing Users, Rosenfeld Media; 1st edition (May 2, 2013)

You are at: Collect » Ethnography » Tools & Techniques

Ethnography: Tools & Techniques

1.  Contextual Inquiry Context, Partnership, Interpretation & Focus.

2.  Interviews No context for observation.

3.  Passive Observation Anthropological: become invisible and simply watch.

4.  Evaluative Ethnography Introduce a new object in the environment to understand its effects

5.  Kinesics Understanding the non-verbal behavior related to the human movement.

Beyer, H., Holtzblatt, K., (1997), Contextual Design: Defining Customer-Centered Systems, Morgan Kaufmann; 1st edition (September 15, 1997)

You are at: Collect » Ethnography » Contextual Inquiry

Ethnography: Contextual Inquiry

Contextual inquiry defines four principles to guide

the interaction with users:

§  Context Interviews are conducted in the user’s actual workplace.

§  Partnership User and researcher collaborate to understand the user’s work.

§  Interpretation The researcher shares their interpretations and insights with the user during the interview

§  Focus The researcher steers the interaction towards topics which are relevant to the team’s scope.

You are at: Collect » Contextual Inquiry » Advantages

Contextual Inquiry: Advantages

Contextual inquiry offers the following advantages

over other customer research methods:

§  Reveals tacit knowledge

§  Produces highly reliable information

§  Produces highly detailed information

§  It is a very flexible technique

You are at: Collect » Contextual Inquiry » The Context

Contextual Inquiry: The Context

The researcher watches users do their own work

tasks and discusses any artifacts they generate or

use with them. In addition, the researcher gathers

detailed re-tellings of specific past events when they

are relevant to the project focus

Wikipedia (2011), Contextual Inquiry, retrieved on September 13th, 2011 from http://en.wikipedia.org/wiki/Contextual_inquiry

Medeiros, I., (2010), People, Tools, Process & Artifacts in User Research retrieved 5 November 2013 from http://designative.info/project/user-research/

You are at: Collect » The Context » People and Culture are Incredibly Complex

The Context: People and Culture are Incredibly Complex

Ethnography offers a way to make sense of this

complexity. It lets us see beyond our preconceptions

and immerse ourselves in the world of others. Most

importantly, it allows us to see patterns of behavior

in a real world context—patterns that we can

understand both rationally and intuitively.

AIGA (2011), An Ethnography Primer, retrieved on September 13th, 2011 from http://www.aiga.org/ethnography-primer/

TED Conferences, LLC, 2011, “Jan Chipchase on our mobile phones”, in TED2007, retrieved on July 5th, 2011, http://www.ted.com/talks/view/lang/eng//id/190

You are at: Collect » The Context » Gather Inspiration

The Context: Gather Inspiration

With a curious mindset, inspiration and new

perspectives can be found in many places […]

Sharpen your skills in observing the world around

Medeiros, I. (2009), Living in China: Shanghai’s Pajamas Sightings in { design@tive } thoughts on Design, Technology & Culture, retrieved September 1st , 2011 from http://designative.info/2010/03/25/living-in-china-shanghais-pajamas-sightings/

Medeiros, I. (2010), Blind-dating in China: parents "setting their kids up”, retrieved September 1st , 2011 from http://www.flickr.com/photos/designative/3957914152/

Medeiros, I. (2010), Blind-dating in China: "tall handsome guy looking for love... or for somebody with 2 masters degrees”, retrieved September 1st , 2011 from http://www.flickr.com/photos/designative/3957600785/

Medeiros, I. (2012), Untitled [Photograph; The Dubai Mall Courtesy Policy Notice, Dubai (UAE).]

Medeiros, I. (2009), Untitled in Trips: Hong Kong 2009-2010, retrieved September 1st , 2011 from http://www.flickr.com/photos/designative/9203967056/

Medeiros, I. (2010), Untitled in Trips: Japan 2010, retrieved September 1st , 2011 from http://www.flickr.com/photos/designative/9200540319/

Medeiros, I. (2010), Untitled in Trips: Japan 2010, retrieved September 1st , 2011 from http://www.flickr.com/photos/designative/9201902447/

Medeiros, I. (2010), Untitled in Trips: Seoul 2010, retrieved September 1st , 2011 from http://www.flickr.com/photos/designative/9203723240/

Medeiros, I. (2010), Untitled in Trips: Seoul 2010, retrieved September 1st , 2011 from http://www.flickr.com/photos/designative/9200973227/

Medeiros, I. (2012), Untitled in Itamar Medeiros's Photos, retrieved October 31st , 2013 from https://www.facebook.com/photo.php?fbid=10151118302052493&l=e97dd0dd46

Medeiros, I. (2012), Untitled [Photograph; Pedestrian Crossing Button, Bonn (Germany).]

Medeiros, I. (2012), Untitled [Photograph; Pedestrian Crossing Button, Dubai (UAE).]

Medeiros, I. (2012), Untitled [Photograph; Pedestrian Crossing Button, Atlanta GA (USA).]

You are at: Collect » The Context » Plan your Observations

The Context: Plan your Observations

Think of certain aspects of your experience you want

to capture, such as:

§  What emotions do you experience? Surprise? Frustration? Motivation? Decision making factors? And why?

§  What interactions do you observe, and how do they feel?

§  What is the mood of the room? What is the lighting like? What is the temperature? How is it affecting everyone?

You are at: Collect » Plan your Observations » Build a Questionnaire

Plan your Observations: Build a Questionnaire

Having a good conversation with a stranger is not

always easy. When speaking with research

participants, you have to both build trust and help

them feel comfortable while collecting relevant

information. Carefully prepare for your

conversations in order to manage this delicate

balance.

You are at: Collect » Plan your Observations » Build a Questionnaire

1.  Identify Topics What do you need to learn about your challenge? What are you hoping to understand about people’s motivations and frustrations? What do you want to learn about their activities?

2.  Develop Questions Formulate open-ended questions that explore these topics, such as: » “Tell me about an experience...” » “What are the best/worst parts about…?” » “Can you help me understand more about…?”

3. Organize Your Questions Use the following structure: » Start with specifics: ask questions your participants are comfortable answering » Go broad: ask more profound questions about hopes, fears and ambitions. » Probe deep: explore your challenge or any interesting theme. Consider prompting thoughts with “what if” scenarios.

You are at: Collect » Plan your Observations » Be Prepared

Be Prepared!

Austin Center for Design (2009-2011), Design Research Tools in Design Research Toolkit, retrieved September 1st , 2011 from http://www.ac4d.com/2010/12/06/design-research-toolkit/

You are at: Collect » Plan your Observations » Explore and Take Notes

Plan your Observations: Explore and Take Notes

Try to blend in with everyone else during your

observation.

§  Find a spot that’s out of the way.

§  Take notes and photos. Capture interesting quotes.

§  Draw sketches, plans and layouts.

You are at: Collect » Plan your Observations » Explore and Take Notes

Plan your Observations: Explore and Take Notes

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

Kuniavsky, M. (2003), Observing the User Experience, Morgan Kaufmann; 1 edition (April 22, 2003)

You are at: Collect » Explore and Take Notes » What to Collect

Explore and Take Notes: What to Collect

The tools they use. Note whether the tools are be

used as they’re designed or repurposed. How do the

tools interact? What are the brands? What kind of

Post-its they have around their monitor/desk?

The sequences in which actions occur. The order of

action is important in terms of their understanding

about the task. Is there a set order that’s dictated by

the tools or by office culture? When does the order

matter?

Informatics@Northwestern (2012), IKEA Instructions in My checklist for deploying mission critical web apps, retrieved 5 November 2013 from http://informatics.northwestern.edu/blog/tag/step-by-step-instructions/

Copyright status: Unknown (pending investigation). Retrieved November 27th 2013 from http://www.interaction-design.org/encyclopedia/contextual_design.html

Kolko, J. (2008), Workflow Model of Getting a Tattoo in INF385T | Methods of Design Synthesis, Lecture 2: Ethnography, Contextual Inquiry, and Work Flow Modeling, UT Austin: School of Information

Medeiros, I. (2007-2013), Swimlane Diagrams in Data Visualization, retrieved November 27th, 2013 from

http://designative.info/project/data-visualization/#Swimlane_Diagrams

Their methods of organization. People cluster some

information for convenience and some out of

necessity. The clustering my be shared between

people, or it may be unique to the individual being

observed. How do they organize the information

elements they use?

Murray, K. (2010), The Pit and the Password Pendulum in Kevin’s Security Scrapbook retrieved 5 November 2013 from http://spybusters.blogspot.de/2010_09_01_archive.html

Contextual Inquiries Costumer Visit at an Electric Distribution Utility Company to understand the artifacts produced by Electric Distribution Designers in the Utility Design domain.

Artifacts. The non-digital tools people user to help

them accomplish the tasks they’re trying to do.

Documenting and collecting people’s artifacts can be

enlightening.

Contextual Inquiries Costumer Visit at an Electric Distribution Utility Company to understand the artifacts produced by Electric Distribution Designers in the Utility Design domain.

Huang, K. H., & Deng, Y. S. (2008). Chinese Tradition of Tea Drinking Artifact Model in Social interaction design in cultural context: A case study of a traditional social activity. International Journal of Design, 2(2), 81-96.

Holtzblatt, K., (2001). Artifact Model of a Car in Beyond the Tower of Babel., retrieved September 21st, 2011 from http://incontextdesign.com/articles/beyond-the-tower-of-babel/

You are at: Collect » Explore and Take Notes » What to Look for

Explore and Take Notes: What to Look for

§  Workarounds

§  Mismatch between what people say and do

§  Offhand, under the breath comments

§  Sighs

§  Rolling of eyes

§  Confessions

§  Workarounds

§  Mismatch between what people say and do

§  Offhand, under the breath comments

§  Sighs

§  Rolling of eyes

§  Confessions

§  Wants, Needs, Goals,

Motivations

§  Touch Points

§  Sequences

§  Workarounds

§  Pain / Break Points

§  Feelings

You are at: Collect » Explore and Take Notes » Capture What You’ve Seen

Explore and Take Notes: Capture What You’ve Seen

Things you must do immediately after your

observation:

§  Take some time to capture the things you found most interesting.

§  Write them on Post-it Notes (or any re-sortable media) so you will be able to reorganize them later.

Young, Indi. 2008. Contextual Inquiry notes in Mental Models: Aligning Design Strategy with Human Behavior. New York: Rosenfeld Media.

Young, Indi. 2008. Affinity Diagrams in Mental Models: Aligning Design Strategy with Human Behavior. New York: Rosenfeld Media.

You are at: Create » Plan your Observations » Exercise

Plan your Observations: Exercise #1

Let’s finalize the preparation of our research.

The output of this exercise should be:

§  A refined Design Challenge

§  A clear Definition of Your Audience

§  A questionnaire to guide you through the

contextual inquiry interviews

Plan your Observations: Exercise #2

Once all that is defined, let’s plan our Pilot Interview.

The output of this exercise should be:

§  Audio/Video Records;

§  A list of “Labeled Facts” or post-it notes

§  An updated questionnaire

You are at: Create » Plan your Observations » Exercise

Go to the KISD Space for this course and share with

the group:

1.  Any updates to Design Challenge

2.  Any updates to definition of Your Audience

3.  The questionnaire that will guide you through

the contextual inquiry interviews

Itamar Medeiros http://designative.info/ http://twitter.com/designative itamar.medeiros@designative.info

You are at: Donate » Disseminating Results

Donate: Disseminating Results

Go to the KISD Space for this course and share with

the group:

4.  Audio/Video Records of your Pilot interview;

5.  A list of “Labeled Facts” or post-it notes of your

Pilot interview;

6.  An updated questionnaire

Itamar Medeiros http://designative.info/ http://twitter.com/designative itamar.medeiros@designative.info

You are at: Donate » Disseminating Results

Donate: Disseminating Results

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