© 2002, Diane McKerlie1 End-users in Practice Diane McKerlie Design | Strategy 27 November 2002...
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Transcript of © 2002, Diane McKerlie1 End-users in Practice Diane McKerlie Design | Strategy 27 November 2002...
© 2002, Diane McKerlie 1
End-users in Practice
Diane McKerlieDesign | Strategy
27 November [email protected]
“Darn these hooves! I hit the wrong switch again! Who designs these instrument panels, Raccoons?”
End-users Postal workers Neurosurgeons Shippers Financial reps
Access Lessons
© 2002, Diane McKerlie 3
Why work with end-users?
End-users are not designers, but…
Domain & process expertiseInform designValidate design ideasReveal problems & omissions
© 2002, Diane McKerlie 4
Postal workers
30,000 POS installations (US)Well-trained, knowledgeableCustomer-focused, but…Rules-orientedRepetitive, rote, shortcutsConstrained, led, directedAsk for advice, defer problems
© 2002, Diane McKerlie 5
Neurosurgeons
Very fewTrained, educated, skilledParticularly task-focusedProcedure- and role-orientedAssisted by specialistsMaster, leader, directorGive orders, solve problems
© 2002, Diane McKerlie 6
Shippers
Corporate consumers of Fed ExRange of novice to expert usersRange of responsibilityRange of repetitive useTask focusedMotivated by deadlines, scheduling
© 2002, Diane McKerlie 7
Access to end-users?
To:
Build requirementsValidate decisionsEvaluate usability
Denied because:
Shop cultureSchedule (costs)PerceptionInconvenience
© 2002, Diane McKerlie 8
Access to neurosurgeons
Strong case:
High cost of errorsZero tolerance
Participants? No.Interviews? No.Observation? Yes.
Solution:
Observation in ORTechnologists as
design participantsBeta test site
© 2002, Diane McKerlie 9
Access to postal workers
Strong case:
High cost of errorsMagnified by volume
(1 min = 32,500 hrs)Many available users
Solution:
Subject-matter expertVideo tape (existing)Scheduled reviews
© 2002, Diane McKerlie 10
Access to shippers
Conduct usability test with end-usersAddress Book: well-defined, small areaPost-design (hi-fi prototype)16 end-users over 4 days
Satisfactory results?
© 2002, Diane McKerlie 11
Access to financial reps
Intranet trading applicationAssumption: branch reps are end-usersDesign-by-committee: stakeholdersMinimal access to end-users
Fallout?
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Lessons learned
Shop culture is a barrier to end-user access
Dismantle shop culture barriers:Be flexible and innovativeDemonstrate valueMore end-users more often
© 2002, Diane McKerlie 13
More lessons
End-user input is valuableThere are few “textbook” casesTest early and oftenGet a broad perspectiveSolve the right problemUse a variety of meansBe task-focused
