1 hole in the wall experiment rural internet kiosks english atms used by paanwalas and peons ngos...
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1
Hole in the wall experiment
Rural internet kiosks English ATMs used
by paanwalas and peons
NGOs importing used PCs for Indian schools
Dabbawalas PCOs WLL technology Simputer Keylekh keyboard Bhav Puchhiye aAQUA Tools for Bamboo
craftsmen Navnirmiti products
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Question
Why are new solutions required for development?– Why will current products not do?
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Microsoft
Oracle Corp
Wipro
SAP
Infosys
Satyam
Cognizant
Adobe
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Source: Yahoo (August 2004)
Employees
Microsoft 55000
Oracle Corp 41658
Wipro 32000
SAP 30945
Infosys 25700
Satyam 9532
Cognizant 5600
Adobe 3507
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Source: Yahoo (August 2004)
Employees MCap ($B) Revenue ($B) GProfit ($B)
Microsoft 55000 309 36.9 26
Oracle Corp 41658 54 10.16 5.68
Wipro 32000 10.8 1.39 0.45
SAP 30945 49.8 8.67 7.8
Infosys 25700 13 1.16 0.3
Satyam 9532 3.09 0.57 0.19
Cognizant 5600 3.57 0.46 0.168
Adobe 3507 10.11 1.51 1.2
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What’s wrong with Indian IT companies? Employee MCap ($K) Revenue ($K) GProfit ($K)
Microsoft 1 5,618 671 473
Adobe 1 2,883 431 342
SAP 1 1,609 280 252
Oracle Corp 1 1,296 244 136
Cognizant 1 638 82 30
Satyam 1 324 60 20
Wipro 1 338 43 14
Infosys 1 506 45 12
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Today– Contextual inquiry
Next Class– Case studies in contextual design
When can we have the next class (<> Wed)?
The Sutras of Contextual Inquiry
ICTs for Socio-Economic DevelopmentAnirudha JoshiIDC, IIT BombayJuly 2004
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Contextual Design
Hugh BeyerKaren Holtzblatt
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Contextual Design in Five Minutes
Provides explicit steps and deliverables – For collecting and representing data
Contextual Inquiry – Interview users while they work– Do an interpretation session with the team
Work Modeling – Represent people’s work in diagrams – Useful for understanding complex and
unfamiliar work domain– Flow, Sequence, Culture, Artifact, Physical
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Contextual Design in Five Minutes…
Affinity Diagram – Creates a single picture of the population
the system will address
Consolidation of Work Models– Pull individual diagrams together to see the
work of all users– Consolidated work models show the
underlying pattern and structure in the work
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Contextual Design in Five Minutes…
Work Redesign – Create a corporate response to the users’
needs– Focus on improvement of structure of the
work rather than technology solutions– Storyboards define the new system
User Environment Design – Design a new conceptual model– Structure the system work model to fit the
work
Mock up and test with users – Test your ideas with users through paper
prototypes
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Contextual Design Concepts
Contextual InquiryWork Modeling Interpretation SessionAffinity DiagramConsolidation of Work ModelsWork RedesignUser Environment DesignMock up and test with users
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Contextual Design Concepts
Contextual InquiryWork Modeling Interpretation SessionAffinity DiagramConsolidation of Work ModelsWork RedesignUser Environment DesignMock up and test with users
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Homework
Go to the field – Slums, houses, railway stations, mess
kitchens, post offices, garages, hospitals,
Conduct some contextual inquiriesTry to answer these questions
– Why are new solutions required?– What are the new possibilities in my field?
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Basic Principles
Go where the user worksObserve the user as he worksTalk to the user about the work
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Models for Interaction
Scientist / subject modelParent / child modelTeacher / student modelMaster / apprentice model
– (Rather, apprentice / master model)
Relationship models have two sides– Playing one side drags the opposite person
into the other side
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Sutras of Contextual Inquiry
1. Master apprentice model
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Master Apprentice Model
When you are watching the work happen, pre-planned teaching is not required– Master craftsman teaches on the fly
Master need not remember his work explicitly– Seeing the work reveals what matters
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Master Apprentice Model
When you are watching the work happen, pre-planned teaching is not required– Master craftsman teaches on the fly
Master need not remember his work explicitly– Seeing the work reveals what matters
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Master Apprentice Model
When you are watching the work happen, pre-planned teaching is not required– Master craftsman teaches on the fly
Master need not remember his work explicitly– Seeing the work reveals what matters– Talking while doing the work reveals
details– Being in the context of work reminds one of
many tasks
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Master Apprentice Model…
Seeing the work reveals structure– Many instances and many interviews reveal
the picture
Every current activity recalls past instances
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Master Apprentice Model…
Seeing the work reveals structure– Many instances and many interviews reveal
the picture
Every current activity recalls past instances – (CD 45)
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Master Apprentice Model…
Apprenticeship suggests an attitude of inquiry and learning– Humility, inquisitiveness and attention to
detail– Requires no user preparation
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Master Apprentice Model - Differences
Contextual Inquiry is apprenticeship compressed in time
Contextual Inquiry tailors apprenticeship to the needs of design teams– Not do the work, just learn about it– Not study a single job, but several– Remaining four sutras guide the adaptation
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Sutras of Contextual Inquiry
1. Master apprentice model Learn from the master on the fly
2. Context
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Context
Go where the work is to get the best data
Gather ongoing experience rather than summary
Gather concrete data rather than abstract data
Span time by retrospective accounts
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Context:
Avoid summary data by watching the work unfold – Spiderman II
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Context: Summary Vs. Ongoing Experience
Avoid summary data by watching the work unfold – Spiderman II
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Context: Summary Vs. Ongoing Experience
Avoid summary data by watching the work unfold – (CD 47-48)
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Context: Abstract Vs. Concrete Data
Start with real experiences, not abstractions– You will abstract when you consolidate
Indicators of abstraction in interviews– Lean back and look at ceiling vs. lean
forward and handle work– Words “generally”, “we usually” or “in our
company”– Present tense vs. the past tense
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Context: Abstract Vs. Concrete Data…
Avoid abstractions by returning to real artifacts and events– “We usually get reports by email.”
“Do you have one? May I see it?”– “I usually start my day by reading email.”
“What are you doing this morning? Can you start?”
Sometimes you need to understand things that happened in the past
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Context: Retrospective Account
Span time by replaying past events in detail– Tendency to skip details and give summary
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Context: Retrospective Account
Span time by replaying past events in detail– Tendency to skip details and give summary
(CD 49-50)
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Context: Retrospective Account
Span time by replaying past events in detail– Tendency to skip details and give summary– Look for holes – Ask questions to fill in the holes– Use artifacts to provide context– If story has not yet ended, go back to a
story in the past that did end
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Sutras of Contextual Inquiry
1. Master apprentice model– Learn from the master on the fly
2. Context– Ongoing work, Concrete, Retrospective
account
3. Partnership
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Partnership
Traditionally, interviewer has too much power– You don’t know what will turn out to matter
Apprenticeship model tilts power back to the user
Interviewer should create a partnership, not just an apprenticeship – Alternate between watching and probing,
withdrawal and return
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Partnership
Traditionally, interviewer has too much power– You don’t know what will turn out to matter
Apprenticeship model tilts power back to the user
Interviewer should create a partnership than just an apprenticeship – Alternate between watching and probing,
withdrawal and return
(CD 52)
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Partnership…
Teach the user how to see work by probing work structure– Users start interrupting themselves to
reveal aspects of work or discuss design ideas
– A partnership develops
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Partnership…
DON’T squash design ideas if they arise– Get instant feedback– If it works, you understand the work
practice and have a solution– If it fails, you can improve your
understanding of the work– Find the work issues behind design ideas
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Partnership: Avoiding Other Relationship Models
Interviewer / Interviewee– You aren’t there to get a list of questions
answered– You ask a question, customer answers and
falls silent, so you ask the next question– Return to ongoing work
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Partnership: Avoiding Other Relationship Models…
Interviewer / IntervieweeExpert / Novice
– You aren’t there to answer questions. If you developed the system in use, this is a temptation
– Help only if the user is stuck and you can’t observe work
– Get back to CI asap
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Partnership: Avoiding Other Relationship Models…
Interviewer / IntervieweeExpert / NoviceGuest / Host
– Move closer, ask questions, be nosy– It’s a goal to be nosy
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Partnership
Let the user shape your understanding of the work– Leads to truly user-centered design
Partnership creates a sense of shared quest
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Sutras of Contextual Inquiry
1. Master apprentice model– Learn from the master on the fly
2. Context– Ongoing work, Concrete, Retrospective
account
3. Partnership– Withdrawal and return, Avoid other
relationships
4. Interpretation
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Interpretation
Interpretation is assignment of meaning to observation
Good facts are only starting points– Designs are built on interpretation of facts
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Interpretation
Interpretation is assignment of meaning to observation
Good facts are only starting points– Designs are built on interpretation of facts– (CD 57)
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Interpretation:The Chain of Reasoning
Fact – The observable event (chart next to screen)
Hypothesis – An initial interpretation of meaning or
intent (holdover from paper system)
Implication for design – (numbers don’t matter, but accounts should
be unambiguous)
Design idea is realization of implication – (identify accounts with names only)
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Interpretation…
Fact Hypothesis Implication for design Design idea
Design ideas are the end products of a chain of reasoning– The chain must be valid for the idea to
work
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Interpretation…
Design is built upon interpretation of facts – So interpretation had better be right
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Interpretation…
Design is built upon interpretation of facts – So interpretation had better be right– Share interpretations with users to validate
them during the interview– Sharing interpretations with users won’t
bias the data– Sharing interpretations teaches the users
to see structure in the work
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Interpretation…
Instead of asking open ended questions…– “Do you have a strategy to start the day?”– “Not particularly.”
… give users a starting point– “Do you check urgent messages first, no
matter where they are from?– “Actually, things from my boss are important,
because they are for me to do. Messages or faxes may be for anybody.”
Users fine-tune interpretationsProbe contradictions until assumptions fit
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Interpretation…
Non-verbal clues confirm or negate interpretations
Yes and Nos– “Huh?” – way off– “Umm, could be” – usually means no– “Yes, but…” or “Yes, and” – depends
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Interpretation…
Commit to hearing what the user is actually saying
People have not had others pay attention to what they are doing
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Sutras of Contextual Inquiry
1. Master apprentice model– Learn from the master on the fly
2. Context– Ongoing work, Concrete, Retrospective
account
3. Partnership– Withdrawal and return, Avoid other
relationships
4. Interpretation– Validate your chain of reasoning
5. Focus
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Focus
Focus defines the point of view– Clear focus steers the conversation– Everyone in the team should have an
entering focus
Having a focus means the interviewer sees more– Focus reveals detail
Focus conceals the unexpected– Focus on one, and loose the other
Trick – start with a focus and then expand– How to expand focus?
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Focus:How to Expand Focus?
Internal feelings guide how to interview
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Focus:How to Expand Focus?
Internal feelings guide how to interviewThings to watch for:Surprises, contradictions,
idiosyncrasies – Nothing any person does is for no reason
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Focus:How to Expand Focus?
Internal feelings guide how to interviewThings to watch for:Surprises, contradictions,
idiosyncrasies Nods
– Question your assumptions even if they match what the user says “Do they really do that? Why would they do that?”
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Focus:How to Expand Focus…
Internal feelings guide how to interviewThings to watch for:Surprises, contradictions, idiosyncrasies NodsWhat you don’t know
– Something technical– Treat the interview as an opportunity to
learn new stuff– Even if user is not knowledgeable, the extent
of knowledge / misinformation will be useful
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Focus
Start with explicit assumptionsProject focus gives the team a shared
starting pointCommit to challenging your
assumptions, not validating them
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Sutras of Contextual Inquiry
1. Master apprentice model– Learn from the master on the fly
2. Context– Ongoing work, Concrete, Retrospective
account
3. Partnership– Withdrawal and return, Avoid other
relationships
4. Interpretation– Validate your chain of reasoning
5. Focus– Challenge your entering assumptions
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The Contextual Interview Structure
The Conventional Interview– Introduce the project and focus– Promise confidentiality– Get permission to tape– Explain that the work is primary and you
are here to learn– Ask about opinions of tools– Get an overview of the job– Get summary data, not contextual data
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The Contextual Interview Structure...
The Conventional Interview– Introduce the project and focus– Promise confidentiality– Get permission to tape– Explain that the work is primary and you
are here to learn– Ask about opinions of tools– Get an overview of the job– Get summary data, not contextual data– Give 5-15 minutes
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The Contextual Interview Structure...
The Conventional InterviewThe Transition
– Explain the new rules of a contextual interview
– User will do the work– You watch and ask questions
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The Contextual Interview Structure...
The Conventional InterviewThe Transition
– Explain the new rules of a contextual interview
– User will do the work– You watch and ask questions– 30 seconds, but crucial 30 seconds
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The Contextual Interview Structure...
The Conventional InterviewThe Transition The Contextual Interview Proper
– Observe and probe ongoing work– Suggest and validate interpretations – Analyze artifacts– Elicit retrospective accounts– Keep the user concrete– Take copious notes– Be nosy, allow interruptions– Context, partnership, interpretation and
focus
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The Contextual Interview Structure...
The Conventional InterviewThe Transition The Contextual Interview Proper
– Observe and probe ongoing work– Suggest and validate interpretations – Analyze artifacts– Elicit retrospective accounts– Keep the user concrete– Take copious notes– Be nosy, allow interruptions– Context, partnership, interpretation and focus– Could take 10-90 minutes
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The Contextual Interview Structure...
The Conventional InterviewThe Transition The Contextual Interview ProperThe Wrap Up
– Summarize what you learnt from your notes– Feedback and comprehensive
interpretation
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The Contextual Interview Structure...
The Conventional InterviewThe Transition The Contextual Interview ProperThe Wrap Up
– Summarize what you learnt from your notes– Feedback and comprehensive
interpretation– 5-15 min
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The Contextual Interview Structure...
The Conventional Interview (5-15 min)The Transition (30 s)The Contextual Interview Proper
(10-90 min)The Wrap Up (5-15 min)
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Contextual Inquiry Summary
– Running a successful interview is less about following specific rules than it is about being a certain kind of a person for the duration of the interview
– Let the four principles of Context, Partnership, Interpretation and Focus guide you to adapt the master / apprentice model
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Contextual Design Concepts
Contextual InquiryWork Models Interpretation SessionAffinity DiagramConsolidation of Work ModelsWork RedesignUser Environment DesignMock up and test with users
Planning for a Contextual Inquiry
Anirudha JoshiIDC, IIT BombayDecember 2003
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Planning for a Contextual Inquiry
1. Set the project focus
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Set the Project Focus
Broaden the brief to include the whole work process
Study analogous work to gain insight into work structure
Write down a common project focus– A pithy focus statement keeps the interview
on track
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Hints for Project Focus
Look for new delighters – the unrecognized needs– Designing a ‘known’ product (Messenger)
All work is already done some way – study for clues– Addressing a new work domain (Carpool,
Devanagari input device, Note taking)
Build on how analogs of the technology are used in real world– Building for a new technology (SMS, IP
video phone)
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Hints for Project Focus
Look at tool use and its edges to extend the system– Upgrades (library)
Use CD to develop the details of business process redesign– Process redesign (distributed railway
reservation, post handling system)
Ask how the new system will support the real work– New systems (Online registration,
Automation)
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Project Focus Contents
Users– Whom to talk to
Issues– What to look for
“Convert the brief from a statement of solution to a statement of user work”
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Planning for a Contextual Inquiry
1. Set the project focus2. Design the interview situation
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Design the Interview Situation
Normal tasks– Post office work, ATM usage, buying train
tickets, office tasks– Use standard contextual interview
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Design the Interview Situation
Normal tasks Intermittent tasks
– Computer crash , heart attack, urgent order, planning a journey
– Ask the user to create a trail – Return to walk and talk with the user
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Design the Interview Situation…
Normal tasks Intermittent tasksUninterruptible tasks / extremely
focused tasks– Surgery, cricket match score, meeting,
video conference, private conversations – Plan discussion breaks where possible– Video tape / take notes and interpret with
user
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Design the Interview Situation…
Normal tasks Intermittent tasksUninterruptible tasksExtremely long tasks
– Building a dam, setting up a shop, doing a PhD, learning the alphabets, learning to type in Devanagari, a long train journey
– Interview users in different stages– Do an in-depth retrospective account– Use artifacts to ground the discussion
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Design the Interview Situation…
Normal tasks Intermittent tasksUninterruptible tasksExtremely long tasks Internal tasks
– Design process, planning a lecture, management decision, composing a letter, lonely life
– Ongoing observation with lots of interruption
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Planning for a Contextual Inquiry
1. Set the project focus2. Designing the Interview Situation3. Decide whom to Interview?
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Decide Whom to Interview?
Interview users whose work is as different as possible
Let the focus changes drive the user selection
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Planning for a Contextual Inquiry
1. Set the project focus2. Designing the Interview Situation3. Decide whom to Interview?
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Homework
Go to the field – Slums, houses, railway stations, mess
kitchens, post offices, garages, hospitals,
Conduct some contextual inquiriesTry to answer these questions
– Why are new solutions required?– What are the new possibilities in my field?
Send 2 ppt slides per person– Include your name and department– anirudha@iitb.ac.in 2 hours before next class
Next class on ?
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