HUGH BEYER AND KAREN HOLTZBLATT. Contextual Design is a state-of-the-art approach to designing products directly from a

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1 CONTEXTUAL DESIGN HUGH BEYER AND KAREN HOLTZBLATT Don Bishop 1997 Artville, LLC Contextual Design is a state-of-the-art approach to designing products directly from a designer s understanding of how the customer works. Great product ideas come from the marriage of a designer s detailed understanding of a customer s need and his or her in-depth understanding of the possibilities introduced by technology. The best product designs result when the product s designers are involved in collecting and interpreting customer data and appreciate what real people need. Contextual Design gives designers the tools to do just that. 32 interactions...january + february 1999

2 Aktiviteter i Contextual Design-processen 1. Contextual Inquiry - Undersøgelse i konteksten 2. Work Modeling - Modellering af arbejdet 3. Consolidation - Konsolidering 4. Work Redesign - Gendesign af arbejdet 5. User Environment Design - Designe brugermiljøet 6. Prototyping - Iterér ved brug af protoyper

3 Contextual Inquiry - Undersøgelse i konteksten - designer hos kunden - indsigt i kundens arbejdsprocesser - basis i praktisk udførelse af arbejdet - de afgørende detaljer, ikke generaliseringer - datagrundlag fra flere sådanne undersøgelser

4 Work Modeling - Modellering af arbejdet - sessioner for fortolkning af CI-data - designteamet: fælles forståelse af kundens arbejde - modeller af arbejdet * flow model (roller og ansvar) * sekvensmodel med intentioner * artifakt model (hjælpemidler) * kulturmodel (ønsker, værdier, politikker) * fysisk model (arbejdspladser, maskiner mv)

5 Consolidation - Konsolidering - interviewede som repræsentanter for kundepopulation - samstemmende forståelse - coherent understanding - konsoliderede arbejdsmodeller

6 Work Redesign - gendesign af arbejdet - gendesign på basis af de konsoliderede arbejdsmodeller - visioner om arbejdsgangene i et nyt system - gerne via diskussion af alternative muligheder

7 User Environment Design - Design af brugermiljøet - beskrivelse af det nye system set fra et brugersynspunkt

8 Prototyping - Iterér ved brug af protoyper - prototyper til eksperimenter af det mest kritiske - vertikale og horisontale prototyper - papirprototyper, såkaldte mock-ups - præsentationsprogrammel - særlige effektive programmeringsværktøjer

9 Contextual Design-processen studér kundernes arbejde - designe - evaluér - iterér

10 CD Part 1 Understanding the Customer: Contextual Inquiry Chapter 2: Gathering Customer Data Marketing doesn t provide design data The rocky partnership between IT and IT s Clients Improving communication with business The role of intuition in customers work Contextual Inquiry reveals hidden work *) structure, what has become habitual *) work for simplicity - also consumer product supporting general life activities and game supporting play.

11 Chapter 3: Principles of Contextual Inquiry The master/apprentice model (mester/lærling) The four principles of Contextual Inquiry Context summary vs. ongoing experience people speak about their work in abstractions Partnership avoiding interviewer/interviewee avoiding expert/novice avoiding guest/host Interpretation Focus

12 The contextual interview structure 1. Introduction: Establishing a relationship 2. Ongoing work inquiry 3. The wrap-up - summarize by referring to your notes

13 The contextual interview data collection During the interview we take notes: 1. What users do 2. What users say 3. Our interpretations 4. Disruptions that occur to the users work including workarounds 5. Aspects of tool use that support the users work Support recording by tape recording and photo.

14 Chapter 4: Contextual Inquiry in practice Setting project focus Designing the inquiry for commercial products - known product, new work domain, new technology Designing the inquiry for IT projects - upgrades, new systems, process redesign Designing the interviewing situation normal, rare, uninterruptable, long, internal Deciding who to interview Making it work - Customers feel heard and valued

15 Noget om hvordan mennesker udfører arbejdsopaver og lærer sig nye færdigheder: Alan Kay på Video 1. Videoen er fra ACMs konference om The Personal Computer, Palo Alto Klip fra Alan Kays key-note speech (2. hoveddel af talens tre hoveddele - varighed 25 minutter) 3. Bl.a refererer Kay til Jerome Bruner, amerikansk psykolog, f. 1915, der arbejdede med tænkningens psykologi, specielt i forhold til læring/undervisning. 4. Læringens tre trin: Doing, Imaging, Symbolizing (Logic) Doing & imaging er Vigtigst!

16 Oversigt over videoer til præsentation 1. Video: Noget om hvordan mennesker udfører arbejdsopaver og lærer sig nye færdigheder - Alan Kay fra hans præsentation af arbejdet med The Dynabook. 25 min. 2. Video: Designing PETS: A Personal Electronic Teller of Stories, Allison Druin et al., University of Maryland, HCI Lab, Video paper at CHI 99,time 7:48, text can be found at the homepage 3. Video: Ambient Room, Hiroshi Ishii et al., MIT Media Lab, Video Program CHI 98, No. 1, time approx 5 minutes, text can be found at the homepage 4. Video Flatland: New Dimensions in Office Whiteboards (2:28) ACM CHI 99, Mynatt, Edwards & LaMarca.