cs7960 | February 14 2013

CONTEXTUAL INQUIRYMiriah Meyer

slide acknowledgements: Brian Bailey, University of Illinois

LAST TIME

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Name: Date:

Project:

Observe KEY COMPONENTS

Data sources involved, Tools that are used, People that are

conducting the work, Constraints that are implicit and explicit

Data Sources Tools People Constraints

general thoughts and comments:

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Name: Date:

Project:

Observe Stakeholder Map

A stakeholder is an individual or group of

people who have a vested interest in the

project and who are effected.

general thoughts and comments:

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Name: Date:

Project:

Analyze Summary Framework

Fill out the table below with the information gathered from the observe stages. Methods: list the methods used

to collect data. Findings: summarize what was found. Insights: write down insights, trends or connections in data.

Opportunities: imagine what opportunities exist and state those.

Methods Findings Insights Opportunities

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- INTERVIEWING- types and considerations- interview guide- tools-artifacts

-CONTEXTUAL INQUIRY-models-principles- steps-challenges

INTERVIEWING

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semistructured structuredunstructuredinformal

free-form purposeful

range of interview types

- INFORMAL- no structure or control of discussion

- UNSTRUCTURED- loosely structured with little control- but, clearly an interview

- SEMISTRUCTURED- mostly structured with moderate control- follow an interview guide

- STRUCTURED- completely structured with total control- verbal survey

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semistructured structuredunstructuredinformal

free-form purposeful

structure

time

skill and experience

potential for insight

ease of comparison

less

more

more

more

less

more

less

less

less

more

range of interview types

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Name: Date:

Project:

Observe Interview PrimerFrame your questions beforehand! Remember to ask how, what, why, when and where. How do they experience the issue? What...? Create questions that will gain insight into what they do and what they perceive.

general thoughts and comments:

Question: Goal: Anticipated Data:

INTERVIEW GUIDE

who what whenwhere

whyhow

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MIRIAH’S GUIDE-What are the questions you are trying to answer with this data? What are your goals?

-Where did the data come from? What is the structure of the data

-What do you expect to find in the data

-What are current methods for analyzing the data

-What do you want to do with the data that isn’t currently possible?

YOUR QUESTIONS

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SUGGESTED READING

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- don’t ask multiple choice questions- don’t ramble, be brief!- don’t do all the talking- terminate sentences with a question mark

- don’t fish- ie. don’t ask leading questions

- interject with questions when necessary- rein in ramblers and clarify questions- maintain control of the interview

- don’t be embarrassed- the worst question is the one left unasked

TOOLS

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-pen and paper

-voice recorder

-camera

-video camera

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Name: Date:

Project:

Observe Artifact Gathering

What are the artifacts being used? Gather all data, materials, tools used in

the process of decision making. Tag this information with the project, date,

time location and person

general thoughts and comments:

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WRANGLING USERS-your job: help collaborator articulate needs

-repeat responses in your own words-get collaborator to point out misinterpretations and learn your language

-ask the same question in multiple different ways

-keep the conversation going-the longer you can keep someone talking, the more likely you are to hit on something you can run with

CONTEXTUAL INQUIRY

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Suppose you wanted to learn how to drive a car. As a first step, should you:

1) Assume you can figure it out on your own

2) Have an online discussion with Facebook friends

3) Watch driving lessons on YouTube

4) Ride along with someone who knows how to drive, observe what they do, and ask questions

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what is contextual inquiry?

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A semi-structured interview method to obtain information about the context of use, where users are first asked a set of standard questions and then observed and questioned while they work in their own environments.

22 Usability Body of Knowledge, 2010

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- iterative method championed in 80-90s

-process to inspire new directions

-core premise-go to where the customer works-observe the customer as he/she works- talk to the customer about the work

-gain a richer understanding of customers and work practices

-develop shared understanding

-reveal hidden aspects of work that may be implicit in user’s understanding

-anchor ideas and decisions in data

- learn about relevant constraints

-build rapport

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BENEFITS

-go to user’s environment

-observe real work

-ask questions

- take notes

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THE INQUIRY

-apprentice | master

-scientist | subject

-expert | novice

-guest | host

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MODELS

-be a keen observer

-don’t be afraid to ask questions

-maintain an attitude of inquiry

- treat the user as expert in their work

-aspire to see the world as they do: empathy!

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apprentice | masterapplied

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CONTEXT

PARTNERSHIP

INTERPRETATION

FOCUS

PRINCIPLES

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-get close to the situation being designed for

-beware: summary vs. ongoing experience

-beware: abstract vs. concrete

CONTEXT

PARTNERSHIP

-engage user in a conversation about the work to develop a shared understanding

-alternate between watching and probing- teach customer how to see work by probing work structure

-creates a sense of a shared quest

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INTERPRETATION

-explanation for what was observed

-design is built upon the interpretation of facts - so, the interpretation had better be right!

- to share, or not to share...

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FOCUS

-can steer conversation and reveal detail

-but, can also hide the unexpected-know the boundary between what you will pay attention to and what you will ignore

- how to expand?

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WHAT TO LOOK FOR

Name: Date:

Project:

Observe KEY COMPONENTS

Data sources involved, Tools that are used, People that are

conducting the work, Constraints that are implicit and explicit

Data Sources Tools People Constraints

general thoughts and comments:

+ workflow

formal

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WHAT TO LOOK FOR

-workarounds

-mismatch between what people say and do

-offhanded comments, sighs, rolling of eyes, confessions

informal

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PLAN

INITIATE

EXECUTE

CLOSE

INTERPRET

STEPS

PLAN

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- identify specific, achievable goals

- learn about domain beforehand

-make an interview guide

-decide on how to record

- identify users, dates, etc | front-line analysts

-get permission | gate-keepers

INITIATE-make contact with users-who you are-why you are contacting them-how you got their name-what you want to do-how long it will take-what is required-other relevant info...

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INITIATE : tips

-write letter directly to the user

-convey that you appreciate their skills

- formalize letter if you have never met

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EXECUTE-warm-up (<15 minutes)- introduce yourself and your objectives-explain what will take place | set the tone-establish level confidentiality and privacy- learn about the person, their job, opinions-establish rapport

- transition (1 minute)- set the ground rules-ask user to begin their work tasks

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EXECUTE

- the interview (1/2 to 2 hours)-observe, ask questions, view artifacts, take notes, interpret

-wrap-up (<15 minutes)- summarize understanding of the work-get final clarifications

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EXECUTE : tips-adhere to what you stated you would do -use interview guide for structure

-have a minimum footprint

-be courteous and respectful

-maintain a positive tone

-write observations down, regardless if you believe they are significant

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CLOSE

-send a follow-up letter- thank the person for their time- state you learned a lot- restate level confidentiality and privacy-ask permission to follow up if needed

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CONTEXTUAL INQUIRY IS DIFFICULT

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SUGGESTED READING

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- clients don’t understand CI is flexible

- clients want to do CI in a conference room

- clients try to do group sessions

- sessions are not long enough

- clients keep slipping into interview mode

- clients don’t show you complete task

- clients talk above your level of understanding

- CI turns into a complaint session

- clients may not want you to see them make mistakes

- clients do things differently when you are observing them

EXERCISE

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Receiving calls while engaged in certain tasks or social situations can be disruptive. One solution is to build an awareness display system that would allow callers to access cues of receivers’ context.

To identify appropriate context information and to assess the potential value of such a system, you will conduct a set of interviews. Describe who you would interview, what questions you would ask, what artifacts you might look at, and how users’ responses might affect your design.

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L13: Abstraction

REQUIRED READING

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