sustaining stories
DESCRIPTION
Presentation from EPIC 2008.TRANSCRIPT
Sustaining Stories:
The Versatile Life of Sustained,In-house, Ethnographic Practicein a Global Software Company
Natalie D. HansonJohann W. Sarmiento-Klapper
SAP Global Business Operations
A large, global software company
Market and Consumer Discourse
Discourse of Productivity and theEmergence of Operations Expertise
Evolving User Experience in aTraditional Technical ConsultingEnvironment
Vignette I
Making the Unseen Visible, but Losing it from Sight:The Woeful Pie Chart
Reconstructing unseen workpractices and making them graspableto decision makers
The woeful pie chart
Promoting conversations overartifacts
Vignette II
Projecting retrospective inquiry as relevant to the presentand to a set of envisioned futures
Retrospectively exploring therelevance of prior insights in newsituations
Can ethnography contribute tostrategic planning?
Prospectively, we were able toposition our expertise as strategicand useful
Vignette III
About Design: Prospective but Partially Blinded
Managing different stakeholderpriorities
Shared sense-making as powerfulvehicle for the uptake of findings
We can never put enough informationinto a written report
Conclusions
User Experience Portfolio Planningand KPI Measuring
Enhancing and Supporting OperationsExpertise
Interdisciplinary Team Composition
Managing Longitudinal Data
Open Visibility Challenges