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Simple Methods for Reliable User Involvement
Hugh Beyer
Involvement
Hugh [email protected]
Karen Holtzblatt, CEOHugh Beyer, CTO
www.incontextdesign.comwww.innovationincool.com
UX and Agile: The promiseUX and Agile: The promise
Agile says development in steps – and iterateUX says work with users to create value – and iterate
The “ideal” productPhase 0 The ideal productPhase 0sets direction
(requirements)
User Iteration
What users really need
User Iteration refines the interface
and function
need
Base principle for real user feedbackBase principle for real user feedback
Real user feedback – Doesn’t come from: Product owners
Stakeholders
User surrogates
Purchasers
People who used to be users
DemosDemos
Focus groups
And… You can’t put the user on the team
Users can’t give you a design
U ’t t ll h t th t Users can’t tell you what they want
Solving the problem of designSolving the problem of design
The system’s work model has:ode asLanguageSystem StructureFeaturesConceptsThe user’s
work model has:LanguageWork Structure
Concepts
Work StructureWork FlowIntentionResult
Design the optimal match: Products and systems
embody work practiceembody work practice Design must support and
extend user intent
Contextual DesignContextual Designol
utio
ns
Talk to your customers in the field1 Contextual Inquiry1
men
ts&
So
Interpret the data as a team to capture key issues and activitiesInterpretation Session2
Work Models & 3
Req
uire
m
Consolidate data across customers for a full market viewAffinity Diagramming3
Generate new products & the next product concepts steeped in data Visioning4
Con
cept
s
Interaction Patterns & 6
Work out the details of particular tasks and rolesStoryboards5
e &
Val
idat
e
Define system structure, function, content and user interactionUser Environment Design6
Mock up the interface to validate direction and UI with customersPaper Prototype Interviews7
Def
ine p
Design and test the final look; base stories on validated functionVisual Design & Agile Stories8
Contextual DesignContextual Design
Contextual Inquiry1
Interpretation Session2
Work Models & Affinity 3
Visioning4
Fi ld t di i ldStoryboards5
Interaction Patterns & UED6
Field studies yield real understanding of what customers actually do and what they really
Paper Prototype Interviews7
8
y ycare about
Visual Design & Agile Stories 8
Contextual DesignContextual Design
Discuss open litigation
Discuss open litigation
Board of DirectorsAdministrative Assistant
SOP
General Counsel
U21 Flow ModelContextual Inquiry1
BusinessUnit
Managers Outside Counsel
SOP
SOP Email
Discuss legal options
Ask for legal advice
Provide legal advice
HR Department
Hand deliver SOP
U21Senior Corporate Counsel
TRIGGER: Receive email from partner Open email to see
request
Open email to see request
and log in info
U5
Interpretation Session2
Work Models & Affinity 3U3-1
She wants to understand what her boss is doing
Re-type user name and password in
Log in doesn’t work
Type log in info
Open CCH Online
and log in info
U5 Sequence: Keyword SearchPg. 1 of 3Visioning4
what her boss is doing. U3-2
Does she advise her boss on how to answer or manage his schedule?U3-3
Can we design a better way for her to keep informed?
Intent: Say what I want in computer terms
Intent: Account for research time
Intent: Restrict Domain to get relevant results
Type complex k d
Remembered to start
client tracker
Select search form
Decide to search in Fed
and password in from email
Storyboards5
Interaction Patterns & UED6
Cross-functional team interprets the data to capture issues and model activities
keyword search using
Boolean
Paper Prototype Interviews7
8
Creates a shared perspective of the data and implications
Visual Design & Agile Stories 8
Contextual DesignContextual Design
Contextual Inquiry1
Interpretation Session2
Work Models & Affinity3
Visioning4Consolidates data across all
Storyboards5
Interaction Patterns & UED6
customers reveals the big picture of the market: key issues, tasks, values, collaboration, work process, and technology impact
Paper Prototype Interviews7
8
and technology impact
Find the opportunities to guide innovation.
Visual Design & Agile Stories 8
Contextual DesignContextual Design
Contextual Inquiry1
Interpretation Session2
Work Models & Affinity3
Visioning4
Storyboards5
Interaction Patterns & UED6Must have models for Agile
Paper Prototype Interviews7
8
models for Agile
Visual Design & Agile Stories 8
Contextual DesignContextual Design
Contextual Inquiry1
Interpretation Session2
Work Models3
Visioning4
Storyboards5
Interaction Patterns & UED6
Facilitated group ideation session –with evaluation
First immerse in the
Paper Prototype Interviews7
8
data then generate concepts for new and existing products
Visual Design & Agile Stories 8
Contextual DesignContextual Design
Contextual Inquiry1
Interpretation Session2
Work Models & Affinity 3
Visioning4
Develop the details of theStoryboards5
Interaction Patterns & UED6
Develop the details of the new to-be activities
Clarify function, user experience, automation
Paper Prototype Interviews7
8
rules, data, and technology based on the vision
Visual Design & Agile Stories 8
Contextual DesignContextual Design
Contextual Inquiry1
Interpretation Session2
Work Models & Affinity 3
Visioning4
Represent the systemStoryboards5
Interaction Patterns & UED6
Represent the system structure, requirements,and user interface layout
Ensure consistency,
Paper Prototype Interviews7
8
coherence, and a smooth user experience product wide.
Visual Design & Agile Stories 8
Contextual DesignContextual Design
Contextual Inquiry1
Interpretation Session2
Work Models & Affinity 3
Visioning4
Storyboards5
Interaction Patterns & UED6
Validate product concepts, process changes, and user experience while testing user reception
Paper Prototype Interviews7
8
Or bring out concept boards to validate direction before detailed design
Visual Design & Agile Stories 8
UX and Agile: The promiseUX and Agile: The promise
Agile says development in steps – and iterateUX says work with users to create value – and iterate
The “ideal” productThe ideal product
Phase 0: What do we write on the story cards?Contextual InquiryConsolidationVisioningPaper prototyping
End of sprint: What does the During sprint: GetPaper prototypinguser think?Field interviews
During sprint: Get the details rightPaper prototyping
Di i t kDiscovering customer work
The Contextual interviewThe Contextual interview
The interviewing process of Contextual Design One-on-one 2-hour field interview
Gathering detailed information about work practicep
In the workplace while people work
Through observation and discussion of on going workof on-going work
Based on a model of apprenticeship to the customer
Contextual Inquiry principlesContextual Inquiry principles
Key concepts to guide understanding the customer Context: Collect data in the context of people’s work p p
• Go to your user's workplace• Talk to your users while they work
Partnership: Work with customers as partners in inquiryPartnership: Work with customers as partners in inquiry • Help users articulate their work practice• Let them lead
Interpretation: Uncover the meaning and implications of customer action and Interpretation: Uncover the meaning and implications of customer action and language • Create a shared understanding• Draw out the implicationsp
Focus: Listen and probe from a clear intention • Know your purpose• Challenge your assumptionsChallenge your assumptions
What is context?What is context?
Get as close to the work as possible Go to the customer
Interview while they are working
Be grounded in real objects and events
Pay attention to non-verbal communication
Ongoing work versus summary experience People tend to give summaries People tend to give summaries
Ongoing work is never summarized
Stay concrete don’t abstractStay concrete, don t abstract Ongoing work
Retrospective account — from the last two weeks
Look at artifacts
Dos and don’ts: Context principleDos and don’ts: Context principle
Don’t Do
Let the user talk in the air or talk in Make talk concrete:Let the user talk in the air or talk in abstractions
Make talk concrete:• Follow actual work and specific cases from
recent past• Get or draw artifacts; annotate with intent
and usageand usage
Allow the user to summarize a story Reconstruct a situation:• Back up the user when he skips a step
H h i h• Hypothesize steps to prompt the user
Discuss feature requests out of the context of usage
Probe to understand what actual work situation prompted the requestFollow the real work example
Ask “What would you have done next?” when the user did not actually do it in
Avoid predictions of future scenariosO l b t h t i h iwhen the user did not actually do it in
this caseOnly care about what is happening nowDo a retrospective account of past work
What is partnership?What is partnership?
Partnership as relationship The user is the expert
• They know everything about their work but can’t tell you
So follow their leadWithdrawal
Help the users articulate and see their work practice
Avoid ineffective interview styles The Traditional Interviewer
Return
The Traditional Interviewer The Expert/Novice The Guest/Host
Dos and don’ts: Partnership principleDos and don’ts: Partnership principle
Don’t Do
Take the expert role:• Do not teach or tell user how to do their
jobs• Do not give tips on tool use
When asked for tool tips, ask how he/she would have done without youGive tips at the endI it t d tInvite users to educate you
Create a distant relationship:• Sit back, have a reserved attitude
Reconstruct a situation:• Lean forward, be fascinated
• Be apologetic or timid• Be overbearing
• Be confiding and genuine
Create a formal relationship Be nosy, overcome formality
Sit on the “visitor” side of the desk while the user is talking
Pull up a chair next to the user and his/her computer screen. Make sure you can see what’s happeningcan see what s happening
What is interpretation?What is interpretation?
Interpretation is the data A shared understanding of what is going on Customerg g g
Offer interpretations • Don’t ask open-ended
questionsFact
q
Listen for the “No”• Huh?• Umm... could be
Hypothesis
tune the interpretation
Umm... could be• “They” would like it• “Yes” comes with elaboration• Watch for non-verbal clues
Implication
• Check your design ideas as they occur
Design Idea
Dos and don’ts: Interpretation principleDos and don’ts: Interpretation principle
Don’t Do
Just watch what happens and record it Look for patterns, intents, issues, and the role people play in the work, and then share them with the user
Just ask “yes” or “no” questions Offer hypothesis that invite elaboration
Just ask “why?” or open-ended questions
Use metaphors to explain what the work is like and ask the user if you get it right
What is focus?What is focus?
Know your purpose We all have an entering focus
• A set of preconceived assumptions and beliefs
Drive interviews with your project focus• A clear understanding of what work you are trying to
understand
Expand your focus• Challenge your assumptions, probe the unexpected
Probe to expand focus Surprises and contradictions
“Nods” — What you assume is true
What you do not know
The problem behind solutions
Share Interpretations for validation
Design ideas for co-design
Dos and don’ts: Focus principleDos and don’ts: Focus principle
Don’t Do
Hide your focus Show your focus:• The user can help find relevant cases and issues
Focus on the software, configuration or hardware
Focus on work; identify cases in the focus to pursue
Pursue issues or events outside your focus Expand focus based on what you see the user doGloss over irrelevant events introduced by the userRemember: It is not rude to not engage the users in things that are not in focus. You don’t want to teach gthe user that you are interested in irrelevant information.
Dismiss issues because you don’t understand Probe things you don’t understand or are ythem
g ysurprised by
Talk from an implicit list of questions you want answered
Follow the work, discuss how the work is structured, not topics in your head
Nod without asking in order to verify everything you think you understand
Share your interpretations of their words and work even if it is obvious
Key concepts in Contextual InquiryKey concepts in Contextual Inquiry
Be an apprentice
ContextContext Go to your user's workplace
Talk to your users while they work
Partnership Help users articulate their work practice
Let them lead
Interpretation Create a shared understanding
Draw out the implications
Focus Know your purposeKnow your purpose
Challenge your assumptions
Structure of the interviewStructure of the interview
Traditional interview steps (5-10 minutes)
Observe and co-interpret(1 ½ hours)
Introduce yourself
Reveal your focus
Promise confidentiality
Take notes Follow your focus Be nosy
Promise confidentiality
Start recording
Get an overview of their work
y Interruptions are data too
Wrap-up (10 15 i t )
Look for a starting point
Deal with opinions about tools
(10-15 minutes) Create a large interpretation of
your learning about their role
Switch to contextual interview Reset the rules
their role Ask “pet” questions Give tips on system use
Th k th Thank the user
What to recordWhat to record
Record as much detail as possible User’s words
User’s actions, step by step
Coordination with others
Indications of the culture and feelings of the user
Your shared interpretation of the meaning and intent of actions
Collect artifacts and annotate with usageCollect artifacts and annotate with usage
Draw the user’s physical environment and annotate with usage
Exercise: Conference Attendance PlanningExercise: Conference Attendance Planning
What does it take to plan conference attendance?
Discover: How the user planned attendance prior to arrival
t ti t• retrospective account
How the user planned today
Plan tomorrow (if not yet done)• Ongoing work
Look at:A tif t Artifacts
Annotations
App usagepp g
Contextual Design fulfils Phase 0Contextual Design fulfils Phase 0
Phase 0Phase 0 Release PlanningRelease Planning DevelopmentDevelopment DeploymentDeploymentgg
Field Research• Contextual Inquiry• Work models
Field Research• Contextual Inquiry• Work models
VisioningVisioning Concept Validation• Low-fidelity prototypingConcept Validation• Low-fidelity prototyping
Determines who the customer is and what to build
Necessary precursor to Agile Development
Result: Tested and validated product structure and features
Example schedule of CD Agile Phase 0 Example schedule of CD Agile Phase 0
User-centered Agile Compressed into a short
Week 1 – Gather data from 8-10 usersWeek 1 – Gather data from 8-10 users
prin
tpr
int
Phase 0
• For constrained project focus only!
Week 2 – Consolidate dataWeek 2 – Consolidate data
Sp
Sp
Week 3 – Vision and storyboardWeek 3 – Vision and storyboard
Week 4 – UED and UIWeek 4 – UED and UI
Phase 0 sprintsusing Scrum as a process frameworkS
prin
tS
prin
t
Week 5 – Release planning & validation (2-4 users)Week 5 – Release planning & validation (2-4 users)
rint
rint
Week 6 – Validation & redesignWeek 6 – Validation & redesign
Spr
Spr
ntnt
Development Sprint 1
Spr
inS
prin
Contextual Design enables Agile developmentContextual Design enables Agile development
Phase 0Phase 0 Release PlanningRelease Planning
Developmentsprint | sprint | sprint | sprint | sprint
Developmentsprint | sprint | sprint | sprint | sprint DeploymentDeploymentPlanningPlanning sprint | sprint | sprint | sprint | sprintsprint | sprint | sprint | sprint | sprint p yp y
Detailed design
Detailed design
In-the-moment guidance
In-the-moment guidance
Quick user feedback
Quick user feedback
Sprint planning – Detailed planning session to define tasks for the sprint
Sprint development – The coding and UX work of the sprint
Sprint review – End of sprint reflection
Put the customer at the center of the design