Masters thesis presentation 0413 melissa sorrick interaction design_installations and upgrades

Filling the VoidInteractions in Software Installations and Upgrades

Installation Backlog

CLIENT COMPLAINTS AND CONCERNS

Internal experiences and a rogue team

INSTALLATION TEAM

Research and Personas

NOTES FROM ROUNDTABLES AND INTERVIEWSMiaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How can personas benefit product design processes? Design studies, 32(5), 417-430. doi: 10.1016/j.destud.2011.03.003

Miaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How can personas benefit product design processes? Design studies, 32(5), 417-430. doi: 10.1016/j.destud.2011.03.003

Research and Personas

PERSONA DEVELOPMENT

Daniel Morrison, ABC Data Center


PERSONA DEVELOPMENT

Who are our consumersFinancial services, health care solutions and insurance solutions are the primary customers. The three groups want processing work completed efficiently and without legal trouble.

What is important to our customers?SpeedAccuracyTrustEase of use

How do consumers see us?FriendlyAccommodatingGiving Providing accessible customer serviceTrustworthy

Gartner research methodology placed our company in the niche player quarter of the magic quadrant in 2012. According to Gartner, Niche players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.

Consumer Opinion

How do we define ourselves in terms of the competition? What’s our advantage?We are a fully integrated process. Competitors force customers to purchase multiple pieces in multiple places and do not look at business processes holistically.

Consumer Opinion

Walk-Away Benefit: Security

Consumer Opinion

Daniel Morrison, ABC Data CenterAge:26Gender: MaleRole or job title: Installation Specialist

“My job is all about making sure installations get done when they are supposed to, and make sure they are done right. In order to do my job, I need to know what’s available, what’s been promised and who needs it.”

Key Characteristics: Dan is a recent college graduate who is new to the data center. He knows blade logic and server configuration.

Tactical Responsibilities-Install new client environments.-Install upgrades when they become available.-Communicate upgrade availability to clients.-Coordinate environments AWD upgrades and installs.-Understand and record each AWD client configuration.

Strategic Responsibilities-Teach new staff members information necessary to work in the ABC Data Center.-Create processes that allow team members to install in an orderly fashion.-Track the installation schedule.-Create failover and recovery processes.


Persona: Grace Woods, ABC Data CenterAge:75Gender: FemaleRole or job title: Processing Specialist

“My job is all about making sure that people get what they need after life changing events. If someone has a new baby, I process medical insurance for that baby. If someone loses a loved one, I make sure that the family left behind is given the coverage they paid for.”

Key Characteristics: Grace is a part-time employee with a mixed work history of administrative assistance and sales. She has worked at ABC Data Center for 10 years and maintains part-time work for additional health-care coverage.

Tactical ResponsibilitiesProcess the highest priority work in the cue.-Record information into the ABC Data Center customer database.-Send communications to clients.-Meet daily and monthly production goals.

Strategic Responsibilities-As a processor, Grace’s work plan does not focus on strategic responsibility.

Grace Woods, ABC Data Center

Instructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information Association

Publisher: IGI Global

Pub. Date: March 31, 2011

Print Isbn-10: 1-60960-503-9

This structural model of an activity system portrays the dynamic relationship between a subject, the object of his activity and the mediating tools employed during the activity, such as symbol systems, methods, and instruments (see below). It is in this Vygotskyan idea of mediation that the context information is included because different cultures choose different tools to perform their specific actions, which, in turn, “shape the way people act and think.” (Jonassen et al., 1999).

Mediating Tools

Subject Object

Activity Theory & Installation




Print Isbn-10: 1-60960-503-9

To encompass community actions and to see the process more as a collective activity system, Engeström et al. (1999, 2002) depicts these triangular relationships graphically as shown below. The dynamics in this basic model states that through the recursive activity of a subject, or a team of subjects, who belong to a community whose activities are mediated through rules of relationship and division of labor, the object is transformed and projected into a broader final outcome. In addition, the subjects’ activities are organized hierarchically, according to Leontev (1978), in actions and operations.

Mediating Tools

Subject Object

Rules Division of Labor

Community





Print Isbn-10: 1-60960-503-9

STEP 1: Explain the purpose, motives, and goals of the activity system;

STEP 2: Clarify the components of the activity system; that is, the subject, object, community, rules, and division of labor;

STEP 3: Analyze the structure for all activities done by subjects;

STEP 4: Analyze all the tools and mediators used by the activity system;

STEP 5: Analyze the context within which activities take place;

STEP 6: Link the outcomes of the previous steps to clarify the activity system dynamics.

(Jonassen, 2011)





Print Isbn-10: 1-60960-503-9

("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)

Purpose: Discover the best possible way to solve the collective installation issues.

Motives: Reduce time spent diagnosing improper installation. (It could be days of searching through lines of code)

Reduce cost spent diagnosing improper installation.Reduce customer frustration.Reduce internal frustration.

Goals: Not all installation specialists that purchase our product are are educated about complex servers and hardware. The product created should be simple enough that anyone from the business could run the program and provide the customer service center enough information to diagnose the problem.

Step 1: Explain the purpose, motives and goals of the activity system




Print Isbn-10: 1-60960-503-9


Mediating Tools

Subject Object


Community

Step 2: Clarify the components of the activity system; that is, the subject, object, community, rules, and division of labor




Print Isbn-10: 1-60960-503-9


Mediating Tools

Subject Object


Community

Linux JBoss DB2 guideRedhat Enterprise Linux

Windows Websphere SQL guideMicroso> Windows

Solaris Weblogic Oracle guideOracle Solaris

Client InstallaCon Specialist Our So>ware

Client polling found server maintenance generally a one person job.

Financial InsCtuCons

Healthcare InsCtuCons

Insurance InsCtuCons

OperaCng System

ApplicaCon Server

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Database ConnecCvity

JMS

Client Help DeskWhen clients can not determine why the installaCon configuraCon is not working they contact the help desk.

Network Nodes

Our own people

InstallaCon Scripts

Step 2: Clarify the components of the activity system; that is, the subject, object, community, rules, and division of labor

User Story Mapping is an approach to Organizing and Prioritizing user storiesUnlike typical user story backlogs, Story Maps: make visible the workflow or value chain show the relationships of larger stories to their child stories help confirm the completeness of your backlog provide a useful context for prioritizationPlan releases in complete and valuable slices of functionality.

Story Maps support the primary intent of user stories, rich discussion

Patton, J. (2009, 04/01/2009). Building Better Products Using User Story Mapping Retrieved 11/27/2012, 2012, from http://www.agileproductdesign.com/presentations/user_story_mapping/index.html

Step 3: Analyze the structure for all activities done by subjects

STORYBOARDING:

http://www.agileproductdesign.com/present



STORYBOARDING:





RememberStory Maps support the primary intent of user stories, rich discussion

Koslyn’s Principle of Appropriate KnowledgeCommunication requires prior knowledge of relevant concepts, jargon and symbols.

Kosslyn, S. M. (2006). Graph Design for the Eye and Mind. Oxford, New York: Oxford University Press, Inc.

‘Installation and configuration is a field of work that is full of detailed concepts and jargon. After two or three failed meetings, story mapping broke the communication barrier between installation developers and the user-experience/product owner team.’







Print Isbn-10: 1-60960-503-9


Step 4: Analyze all the tools and mediators used by the activity system

Mediating Tools

Subject Object


Community




Client InstallaCon Specialist AWD So>ware

AWD client polling found server maintenance generally a one person job.




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AWD Client Help DeskWhen clients can not determine why the AWD installaCon configuraCon is not working they contact AWD.

Network Nodes

Our own people

InstallaCon Scripts

HIGH LEVEL ARCHITECTURE FOR INSTALLATION UPDATES


ROADMAP

USER-STORY MAPPING TO SPRINT PLANNING


INSTALLATION DEVELOPER REQUIREMENTS


Martin, B. H. B. (2012) Universal Methods of Design (pp. 38-39): Rockport Publishers.

If one’s understanding of the concepts is limited, it will be difficult to make meaningful interconnections.


INSTALLATION CONCEPT MAP


SPRINTSPRINT

SPRINT

SPRINT 1




START

Opera&ng SystemRedhat Eterprise LinuxOperaCon System

Architecture: i386 / x64Version: 5.5

Opera&ng SystemMicroso> WIndows

Architecture: i386 / x64Version: Server 2008 R2 with Service Pack1

Opera&ng SystemOracle Solaris

Architecture: ???Version: 10

SPRINTApplica&on ServerJbossVersion: EAP5.1.2

Applica&on ServerIBM WebsphereVersion: ND 7.0.015

Applica&on ServerOracle WeblogicVersion: 11gR1 Enterprise EdiCon (10.3.4)

SPRINT

JVM Se8ngsVerbose garbage collecCon:(opConal compare)IniCal heap size: 512maximum heap size:1280

sun. lang. ClassLoader. allowArraySyntax: TRUE

org.apache. catalina.loader.WebappClassLoader.SYSTEM_CL_DELEGATION: FALSE

JVM Se8ngsVerbose garbage collecCon:(opConal compare)IniCal heap size: 256maximum heap size:768

javax.xml.transform.TransformersFactory:

JVM Se8ngsVerbose garbage collecCon: (opConal compare)IniCal heap size: 512maximum heap size: 1280

Database Connec&vityAWD Datasource name: (Heading true/false)Datasource database name: DB2 for I on IBM iSeriesDatasource Version: V6R1Datasource Drivername: JTOpenDatasource Driver version: 7.2

Database Connec&vityAWD datasource name: (Heading true/false)Datasource Database name: Microso> SQL ServerDatasource Version: 2008 R2 Enterprise EdiConDatacource Drivername: Microso> JDBC Driver for SQL ServerDatasource Driver version: 2.0

Database Connec&vityAWD datasource name: (Heading true/false)Datasource Database name: OracleDatabase Version: 11g Release 2 (11.2.0.1)Datacource Drivername:OracleDatasource Driver version: 11.2

Database COnnec&vity Con&nued (Shared)BI datasource: (True or False?) BIDAT_sub properCes match AWD datasource: TrueLookup datasource: (True or False?) LkupDat_sub properCes match AWD datasource: TrueCommunicaCons datasource: True CommDat_subproperCes same as AWD datasource: True

JMSAWD Process: TrueRebuild user privileges Que (sCll used?)Cache Topic:True

INSTALLATION CONCEPT MAP




Print Isbn-10: 1-60960-503-9


Step 5: Analyze the context within which the activities took place

Mediating Tools

Subject Object


Community









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Our own people

InstallaCon Scripts

NOTES FROM ROUNDTABLES AND INTERVIEWS

Step 5: Analyze the context within which the activities took place




Print Isbn-10: 1-60960-503-9


Step 6: Link the outcomes of previous steps to clarify the activity system dynamics

Mediating Tools

Subject Object


Community









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InstallaCon Scripts

One of the fundamental values of prototyping is that it’s generative, which means as you work through the prototyping process, you’re going to generate hundreds, if not thousands, of ideas. Some of them are brilliant and some are less brilliant. I’ve found that even those less brilliant ideas can be a catalyst for brilliant solutions.

As a generative process, prototyping often leads to innovation and a significant savings in time, effort, and cost.

Prototyping helps you get ideas out of your head and into something more tangible—something you can feel, experience, work through, play with, and test. Benefits include...

Warfel, T. Z. (2009). Prototyping. Brooklyn, New York: Rosenfeld Media.

• Creating a shared communication.

• Working through a design.

• Selling an idea to your boss or team members.

• Usability testing.

• Gauging technical feasibility and value.

Software Installation and Updates: Healthcheck

PROTOTYPING

Prototype 1: Representation of the concept map

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AWD Datasource name: (Heading true/false)

Datasource database name: DB2 for I on IBM iSeries

Datasource Version: V2R4

Datasource Drivername: JTOpen

Datasource Driver version: 7.2

Database Connectivity

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HomeExport Log File

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PAPER PROTOTYPING

Subjects or the designer can write comments and notes directly on the prototype (“I really want this button to be here”). Even though they are rough, paper prototypes should be done to scale when possible. It is easy to create impractical interfaces otherwise.(Saffer, 2009)

USER TESTINGEricsson, K., & Simon, H. (1993). Protocol analysis: Verbal reports as data (Rev. ed.): Cambridge, Ma: MIt Press.

Subjects can think-aloud without any systematic changes to their thought process.

(5-10 seconds retention)

PROTOTYPE TWOACTIVE SPACE

Prototype 2: Active Space

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Redhat Eterprise LinuxOperaCon System

Architecture: i386 / x64

Version: 5.5

Operating System

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PROTOTYPE THREE

NODE AWARE

Prototype 3: Node Aware

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DETECTING NODES

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AWD Informa&on JVM 110.193.246.27

JVM 210.193.246.31

JVM 310.193.246.15

JVM 410.193.246.09

PERFORMING HEALTH CHECK

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JVM 210.193.246.31

JVM 310.193.246.15

JVM 410.193.246.09

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Export Log File

APPLICATION VERSION: 10.7

PRIMARY DATABASE: 10.7

REPORTING DATABASE: XXXXXXX










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AWD Informa&on JVM 1 JVM 310.193.246.15

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DB2 for I on IBM iSeries

V6R1

JTOpen

7.2

10.193.246.27JVM 2

10.193.246.31JVM 4

10.193.246.09

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Datasource Version: V2R4(V6R1 recommended)

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SPRINT ONE

AWD INFORMATION

Run Health Check

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AWD Informa&on

Run Health Check

AWD Informa&on

APPLICATION VERSION: 10.7.1234

Primary Database: 10.7(10.7.1234 recommended)

Repor&ng Database: 10.7(10.7.1234 recommended)

(RUN DATABASE UPGRADE SCRIPTS)

Run Health Check

AWD Informa&on


Primary Database: 10.7(10.7.1234 recommended)

Repor&ng Database: 10.7(10.7.1234 recommended)

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AWD Informa&on


PRIMARY DATABASE: 10.7.1234

REPORTING DATABASE: 10.7.1234

SPRINT TWO

OPERATING SYSTEMJVM SETTINGSAPPLICATION

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AWD Informa&on

PRIMARY DATABASE: 10.7.1234

REPORTING DATABASE: 10.7.1234

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AWD Informa&on REDHAT ENTERPRISE LINUX OPERATION SYSTEM

ARCHITECTURE: i386/x64

VERSION: 5.5

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AWD Informa&on JBOSS

VERSION: EAPS.1.2

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SUN.LANG. CLASSLOADER. ALLOW ARRAY SYNTAX: TRUE

ORG.APACHE. CATALINA.LOADER.WEBAPPCLASSLOADER.SYSTEM_CL_DELEGATION:FALSE

SPRINT THREE

ERRORS AND WARNINGS

If There is a Problem, People Narrow Their ViewIf there is an error or unexpected problem with the task people are trying to accomplish, then they stop looking at other parts of the screen and focus on the problem area. We’ll discuss this more in the “

Takeaways

•" Put the most important information (or things you want people to focus on) in the top third of the screen or in the middle.

•" Avoid putting anything important at the edges, since people tend not to look there.

•" Design the screen or page so that people can move in their normal reading pattern. Avoid a pattern where people have to bounce back and forth to many parts of the screen to accomplish a task.

100 Things: Every Designer Needs to Know About PeopleBy: Susan Weinschenk, Ph.D.

Publisher: New Riders

Pub. Date: April 14, 2011

http://www.peachpit.com/authors/author_bio.aspx?ISBN=9780321767530%22%20%5Ct%20%22_blank

http://www.peachpit.com/authors/author_bio.aspx?ISBN=9780321767530%22%20%5Ct%20%22_blank

Run Health Check

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Select an op&on on the le_ to view details.

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(There was talk about the navigation on the left not looking clickable. Can we add this sentence to clarify on first run of Run Health Check?)----OR-----Auto Select AWD Information to start.

In later sprints when we do styling the buttons will begin to look clickable ...through depth

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If: Version is older than it should be.Then: Display red icon and display the type in red, bold and bigger by five point sizes.

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Warning Icon

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If: Version is Newer than it should be.Then: Display yellow warning icon and display the type in bold and bigger by five point sizes. (maintain normal color)

REDHAT ENTERPRISE LINUX OPERATION SYSTEM


Version: 10(5.5 recommended)

SPRINT FOUR

DATABASE CONNECTIVITY

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All you see on the original call is either a functioning or non-functioning Database Connectivity.

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Web Form Design

By: Luke Wroblewski

Publisher: Rosenfeld Media

Radio ButtonsAllow people to select exactly one choice from two or more always visible and mutually exclusive options. Because radio buttons are mutually exclusive, they should have a default value selected (more on this later). It’s also a good idea to make sure both the radio button and its label can be

selected to activate a radio

AWD Connectivity

Drop Down MenusAllow people to select exactly one choice from two or more mutually exclusive options. When not in use, drop-down menus only display the currently selected choice. As a result, they are better candidates than radio buttons for long lists of mutually exclusive choices since they use a minimum of screen real estate. Despite this advantage, it’s generally a good idea to avoid really long lists in drop-down


You only see the drop down menus when you actually click on the database connectivity

Data Source: Connected

Database: DB2 for I on IBM iSeries

Version: V6R1

Driver: JTOpen

Driver Version: 7.2

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Version: V6R1

Driver: JTOpen

Driver Version: 7.2

10.193.246.27

Web Form Design

By: Luke Wroblewski

Publisher: Rosenfeld Media

Radio ButtonsAllow people to select exactly one choice from two or more always visible and mutually exclusive options. Because radio buttons are mutually exclusive, they should have a default value selected (more on this later). It’s also a good idea to make sure both the radio button and its label can be

selected to activate a radio

AWD Connectivity

Drop Down MenusAllow people to select exactly one choice from two or more mutually exclusive options. When not in use, drop-down menus only display the currently selected choice. As a result, they are better candidates than radio buttons for long lists of mutually exclusive choices since they use a minimum of screen real estate. Despite this advantage, it’s generally a good idea to avoid really long lists in drop-down


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AWD Connectivity

BI Connectivity

Look Up Connectivity

Communications Connectivity

Slight Hover Pattern



Version: V6R1

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Driver Version: 7.2

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What should the recommendation area contain?

BI Connectivity


Data Source:

Not Connected(??)

Database: Check Connec&on

Version: Check Connec&on

Driver: Check Connec&on

Driver Version: Check Connec&on

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What should the recommendation area contain?

BI Connectivity


Database: Check Connec&on

Version: Check Connec&on

Driver: Check Connec&on

Driver Version: Check Connec&on

Data Source:

Not Connected(??)

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Don’t Clutter the screen-when you click on another area the drop-down menu disappears

New Navigation Button Behavior

CSS Style location is listed

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All fonts throughout should be in Helvetica

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AWD Information JVM 110.193.246.27

ApplicaCon Version: 10.7

Primary Database: 10.7

ReporCng Database: XXXXXXX

Teal 336666is 2px outline of selected button state

This CSS style will apply to all of the buttons down

the left side

Selected Type is 336666 Helvetica bold

Unselected type is 666666 Regular Helvetica

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Application Version: 10.7


Reporting Database: XXXXXXX

Teal 99CCCCis 2px line used as a hover state

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REDHAT ENTERPRISE LINUX OPERATION SYSTEM


VERSION: 5.5

web\awd\cm\themes\default\css\default\jquery-ui.custom.cssThis CSS Style is located in:

#grid-viewLook for:

.sort-asc

Operating System

Existing Code for Button Behavior

Style for outlines:#grid-‐view tr.jqgrow td { height: 28px; line-‐height: 28px; border-‐top: 2px solid transparent; border-‐bolom: 2px solid transparent;} #grid-‐view tr.jqgrow td:nth-‐child(2) { border-‐le>: 2px solid transparent;} #grid-‐view tr.jqgrow td:last-‐child { padding-‐right: 0px; border-‐right: 2px solid transparent;} #grid-‐view tr.jqgrow.ui-‐priority-‐secondary td { border-‐color: #eeeeee;} #grid-‐view tr.jqgrow.ui-‐state-‐hover td { border-‐color: #99cccc;} #grid-‐view tr.jqgrow.ui-‐state-‐highlight td { border-‐color: #669999;}

Style for sorCng bulons:.sort-‐asc,.sort-‐desc,.unsorted { display: inline-‐block; width: 16px; height: 16px; margin-‐le>: 2px; verCcal-‐align: middle;} .sort-‐asc { background: url('images/sort-‐asc.png') no-‐repeat;} .sort-‐desc { background: url('images/sort-‐desc.png') no-‐repeat;} .unsorted { background: url('images/unsorted.png') no-‐repeat;}

web\awd\cm\themes\default\css\default\jquery-ui.custom.cssThis CSS Style is located in:

Operations AWD10SP7 Sprint 01/17/13

User Story OP-48 Health Check - AFT

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Hover

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Port: 1234

User: aftuser

AFT

Password: *****

File Repository: something

Login: Passed

Store Document: Passed

Retrieve Document: Passed

Delete Document: Passed

Happy Path

Address: 192.168.1.8

Operations AWD10SP7 Sprint 01/17/13

User Story OP-48 Health Check - AFT

Failure Example

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If any of the values are returned as ‘Blank’ then an error shall appear.

Address, Port, User, Password and File Repository will always appear.

The error message should read Configuration Required

Configura&on Required

Login, Store, Retrieve and Delete are conditional. If the login Fails then

Store, Retrieve and Delete will not appear......

The error message should read fail.

Port:

User: aftuser

Password: *****

File Repository: something

Address: 192.168.1.8

Login:Fail

OP-46 Web Services

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Admin Workflow: Pass

Admin Workplace: Pass

AFT

Processing: Pass

Quality: Pass

Data Purge: Pass

Twitter: Pass

Admin Data: Pass

Web Services

OP-46 Web ServicesWith Failures

Run Health Check

JVM Settings


Operating System

Application Server

JMS


Admin Workflow: Fail

Admin Workplace: Fail

Content Management AFT

Processing: Fail

Quality: Fail

Data Purge: Fail

Twitter: Fail

Admin Data: Fail

Web Services

OP-45 EJB Timer Service

Run Health Check

JVM Settings


Operating System

Application Server

JMS


AFT

Web Services

EJB Timer




Run Health Check

JVM Settings


Operating System

Application Server

JMS


AFT

Web Services

EJB Timer

Test Timer Created: Pass

Test Timer Processed: Pass

May ArrivesWe have to release what we have without Nodes.

User Testing

Filling the VoidInteractions in Software Installations and Upgrades

The design process continues...

Melissa Sorrick Interaction Design Master’s Thesis Filling the Void: Interactions in Software Installations and Upgrades April, 2013

1.) Abstract The Installation Health Check project is an exploration of installing and upgrading software and time management. The Health Check software solution was developed using an iterative approach based on activity theory, personas, user-story mapping, concept mapping, prototyping, agile development, feedback and user-centered design. Key Words: activity theory, personas, user-story mapping, concept mapping, prototyping, agile development, feedback and user-centered design

2.) Introduction

a. General topic area The company we will be analyzing (Company A) produces a business process management software suite. The company’s primary purpose is to increase back office efficiency through workflow and imaging. When software goes down, diagnosing problems is time consuming and difficult. The company is not able to provide operations and IT users’ status of the entire system in one place. Installation specialists, client services and clients spend hours digging through lines of code to diagnose a problem.

b. Identified Relevance for Installation Improvements A group comprised of Infrastructure, Product Management, Quality Control, Software Configuration Management, Documentation, User Experience and Clients began researching installation improvements. The team identified scripted installs as a means to save time, bring consistency and eliminate manual process. The team also collected the steps installation specialists wanted to improve their user experience. They were provided as follows:

• Assign development resources to enhance scripts, making them more robust for an environment outside of the company.

• Determine process for keeping scripts current for each service pack release.

• Build a Java graphic user interface to enter script parameters required by the JEE configuration scripts.

• Determine if the graphic user interface should also capture parameters required by the database create/upgrade.

• Determine how to document. Initially, both the scripted and manual processes need documentation. Eventually, manual documentation could be phased out as clients begin to trust the scripted process.

Initial User Story: As an operations specialist, I need to be able to install and/or update the applications offered so I can ensure the installation and configuration is valid. Internal employees and clients cited confusing installation packages, custom configuration files, support costs and the extended time to implement and upgrade software.

c. Installation Scope Solution: Develop an automated health check that diagnoses problems across all nodes in a system cluster. The health check will collect and report status and desired states of the version, operating system, application servers, JVM settings, database connectivity and JMS. The health check should also be able to export results for internal diagnosis and distribution or communication with client services. Differentiator The company will be the only operations and business process modeling (BPM) software on the market that provides an automated health check. Audience Primary: Operations and IT decision makers Secondary: Processing floor managers Operations and IT Decision Makers Current users and non-users of BPM systems see cost, customer service, integration with existing process and good management reporting as key elements for a successful system. IT professionals focus on process, while operations executives focus on the business impact of process. Two types of communication may be required with different points of emphasis. In either case, demonstrate clear understanding of customers’ businesses, specifically the solutions that benefit them. The Message Software is cost efficient, provides customer support, integrates with installed software and hardware, monitors productivity and is easy to troubleshoot. The company has the only backend software health check on the market. The health check identifies problems with operations setup, identifies the operations setup that you should be seeing and provides an easily distributed log.

Features and Corresponding Benefits to the AWD Health Check

Features Benefits Automated Saves time Identify system problem(s) Saves time and money

No searching through lines of code No digging around in each node of the cluster

Identify system solution(s) Saves time and money No need to call client services Problems can be solved in house

Export system status via export log button

Easily distribute system status internally or externally via PDF

Visibility Saves time and money No searching through lines of code No digging around in each node of the cluster

Competition Direct Competitors ‘Company B’ and ‘Company C’ Company B Develops software geared toward customer service representatives. Their software guides customer service representatives to resolve customer inquiries.

Uses familiar office tools to capture service goals as dynamic processes without coding. Business users create screens, workflows, rules, content and data to develop service experience.

Unified channel management is built once, deployed everywhere, and includes social tools. Customer interactions transition across channels and provide a transparent service experience. Work automation combines case management with enterprise systems integration. The system orchestrates people, processes and data needed for high rates of first-call resolution and customer satisfaction.

Company C Develops business process management software merging work and social interactivity together.

“Social” makes Work better: Business works faster and better when everyone

participates in real time. Innovations like native mobile support and a social interface help that to happen. Unified access to events and data makes it better.

"Work" makes Social better: A focus on business was lacking from early social offerings. Process, tasks, alerts, and reports drive value in a social environment.

Competition Comparison We want the audience to believe that AWD provides all the above solutions with the added benefit of visibility into the system. Campaign Goal Stimulate an upgrade to the new service pack. Reinforce message that AWD is the most trusted back office processing software. Strategic Health Check Message Visibility

d. Consumers Financial services, health care solutions and insurance solutions are the primary customers. The three groups want processing work completed efficiently and without legal trouble.

Persona: Daniel Morrison, ABC Data Center Age: 26 Gender: Male Role or job title: Installation Specialist “My job is all about making sure installations get done when they are supposed to and make sure they are done right. In order to do my job, I need to know what’s available, what’s been promised and who needs it.” Key Characteristics: Dan is a recent college graduate who is new to the data center. He knows blade logic and server configuration. Tactical Responsibilities

-Install new client environments. -Install upgrades when they become available. -Communicate upgrade availability to clients. -Coordinate environment upgrades and installs. -Understand and record each configuration. Strategic Responsibilities -Teach new staff information necessary to work in the ABC Data Center. -Create processes that allow team members to install in an orderly fashion. -Track the installation schedule. -Create failover and recovery processes.

Persona: Grace Woods, ABC Data Center Age: 75 Gender: Female Role or job title: Processing Specialist “My job is to make sure people get what they need after life-changing events. If someone has a baby, I process medical insurance for that baby. If someone loses a loved one, I make sure that the family left behind is given the coverage they paid for.” Key Characteristics: Grace is a part-time employee with a mixed work history of administrative assistance and sales. She has worked at ABC Data Center for 10 years and maintains part-time work for additional health-care coverage. Tactical Responsibilities -Process the highest priority work in the cue. -Record information into the ABC Data Center customer database. -Send communications to clients. -Meet daily and monthly production goals. Strategic Responsibilities -As a processor, Grace’s work plan does not focus on strategic responsibility.

What is important to customers? Speed Accuracy Trust Ease of use How do consumers see Company A? Friendly Accommodating Giving Providing accessible customer service Trustworthy Gartner research methodology placed Company A software in the niche player quarter of the magic quadrant in 2012. According to Gartner, Niche players focus successfully on a small segment or are unfocused and do not out-innovate or outperform others. How do we define ourselves in terms of the competition? Company A is a fully integrated process. Competitors force customers to purchase multiple pieces in multiple places and do not look at business processes holistically. Walk-Away Benefit Security

3.) Literature Review

Activity Theory

The activity theory framework allowed the development group to address installation, upgrades and troubleshooting shortcomings. “Broadly defined, activity theory is a philosophical and cross-disciplinary framework for studying different forms of human practices as development processes, with both individual and social levels interlinked at the same time” (Kuutti, 1996, p. 25). The framework allowed all parties involved with the Health Check to be analyzed in context of one another instead of on an individual level. All involved parties needs are taken into account.

In order to better understand differences in cultures, Vygotsky introduced the concept of activity theory. Rather than looking at cause and effect relationships in a linear manner, activity theory approaches subjects and objects in the way they are affected by mediating tools. (See Figure 1) It is in this Vygotskyan idea of mediation that contextual information is included. Different cultures choose

different tools to perform actions, which, in turn, “shape the way people act and think” (Jonassen et al., 1999). Engeström expanded Vygotsky’s activity theory with rules, community and the division of labor in order to represent a broader outcome (Engeström, Miettinen, & Punamäki, 1999). The broader spectrum framework allows for a deeper understanding of community and the relationships within the community (Leont’ev, 1978).

In 1999, Jonassen developed six steps to turn activity theory into flexible framework for the analysis of human behavior. The information that results from the framework can then be used to design learning environments. Jonassen’s Six Step’s for using activity theory as a flexible framework Step 1: Explain the purpose, motives, and goals of the activity system; Step 2: Clarify the components of the activity system; that is, the subject, object, community, rules, and division of labor; Step 3: Analyze the structure of all the activities done by the subjects; Step 4: Analyze all the tools and mediators used by the activity system; Step 5: Analyze the context in which activities take place; Step 6: Link outcomes of previous steps to clarify activity system dynamics. Activity Theory References Learning and Expanding with Activity Theory (Sannino, Daniels, & Gutiérrez,

2009) Context and Consciousness: Activity Theory and Human Computer Interaction

(Nardi, 1995) Acting with Technology: Activity Theory and Interaction Design (V. Kaptelinin &

Nardi, 2009) Activity Theory (Victor Kaptelinin, 2012)

Perspectives on Activity Theory (Engeström et al., 1999) Activity-Centered Design: An Ecological Approach to Designing Smart

Technology (Gay & Hembrooke, 2004) Instructional Design: Concepts, Methodologies, Tools and Applications

(Association, 2011)

User-Story Mapping

Jeff Patton’s user-story mapping methods place the user at the center of product development. A collection of user stories comprises a product backlog. The backlog is then prioritized based on the value each feature will provide the user and the product manager. According to Patton, user stories that formulate a good backlog should identify users’ needs, provide product description, serve as a planning tool, serve as a token for conversation and provide a mechanism for deferring conversation.

Patton’s Guidelines for writing a User Story Start with a title

Add a concise description often using this useful template:

As a [type of user]

I want to [perform some task]

so that I can [reach some goal]

In order to create a prioritized backlog of user stories, it is imperative to create a story map of the overall system. This process gains visibility into priority and shows relationships between larger stories and child stories. These user-stories then complete your backlog and prioritize work (Patton, 2009).

Story Map created for Health Check development and research User Story Mapping Resource Building Better Products Using User Story Mapping (Patton, 2009) A Designer’s Research Manual: Succeed in Design by Knowing Your Clients

and What They Really Need (O’Grady, 2009) Graph Design for the Eye and Mind (Kosslyn, 2006) Concept Mapping

Concept mapping is a visual framework that allows designers to absorb new concepts into an existing understanding of a domain so that new meaning can be made (Martin, 2012).

The developers working on the Health Check project provided me with a list of acceptance criteria that needed representation in the finished software product.

In order to make sense of this list of ideas, objects and events, I constructed a concept map. Visualizing the system allowed me to make connections and remove unnecessary information from the user’s experience. As the map formed, relationships reflected knowledge that was already understood, but new knowledge emerged.

After constructing the concept map according to a client pathway, the map organized our development process into sprints and constructed on outline for the software function. First we developed software that would determine the platform a node was located on, then the operating system, application server, database connectivity and JMS settings.

Finally, revise, reposition and rewrite until a final map emerges that adequately answers the focus questions. Maps that meet the above criteria should help design teams gain new knowledge, and find new meanings in an information space.

Concept Mapping Resources

Concept Mapping (Martin, 2012)

Graph Design for the Eye and Mind(Kosslyn, 2006)

A Designer’s Research Manual: Succeed in Design by Knowing Your Clients and What They Really Need (O'Grady, 2009)

Visibility

The visibility of information on a computer screen is based on the user’s previous experiences. If the user learned to read in a language that is read from left to right, left to right is the direction they will process information when looking at software. Likewise, previous experiences with software subconsciously teaches users not to look in areas that are primarily used for less relevant information like logos and navigation bars. Users tend to look at the center of the screen and avoid the edges. If an item follows the mental model of what they want to see the user will actually see the item on the page (Weinschenk, 2011). If the user detects a problem, their view narrows and they focus on the details around the problem area. In the case of the AWD Health Check, the established mental models of street signs are used to communicate warnings and hard stop errors.

Cues tell people what to do with objects. Door handles with flat panels afford pushing. Doors with handles afford pulling. In 1979, James Gibson described affordances as ‘action possibilities’ in an environment. In 1988, Don Norman used the phrase ‘perceived affordances’ to embrace the concept in either the real world or a computer interface. It is important for people to easily perceive, figure

out and interpret what the object is and what they can and should do with it. (Norman, 1988)

Perceived Affordances on Computer Screens

When designing a user interface for a specific task, the objects in the environment must be easy to see, easy to find, and have clear affordances. Physical traits in the real world translate as cues in digital environments. For example, a shadow will communicate to a user that a button can be pushed in much the same way a button on a real device communicates the pushing affordance.

• Think about affordance cues. Give people cues about what they can do with a particular object. They will more likely take that action.

• Use shading to show when an object is chosen or active.

• Avoid providing incorrect affordance cues.

• Rethink hover cues if you’re designing for a device that uses touch rather than a pointing device (Weinschenk, 2011).

Visibility is more than just detectable existence. An object may be visible in the sense that it is there, but it might be too small to be noticed, or it may have too little contrast to be readily distinguished from the background. Optimizing the perceptual qualities of an interface is an important ergonomic consideration, but the concern here is with the cognitive properties of interfaces (Raskin, 2000). The Where Pathway Affordances are ultimately about linking perception and action. Much of what goes on in the where pathway is unconscious. Most of the time, we are completely unaware that we are making eye movements. We are also unaware of the hand movements we make in grasping moving things (Ware, 2008). Visibility Resources The Humane Interface: New Directions for Designing Interactive Systems

(Raskin, 2000) Visual Thinking for Design (Ware, 2008)

100 Things Every Designer Needs to Know About People (Weinschenk, 2011) Graph Design for the Eye and Mind (Kosslyn, 2006)

The Design of Everyday Things (Norman, 1988)

Prototyping

One of the fundamental values of prototyping is that it’s generative, as you work through the prototyping process you generate many ideas that build off of one another.

As a generative process, prototyping often leads to innovation and a significant savings in time, effort and cost. Prototyping helps you get ideas out of your head and into something more tangible—something you can feel, experience, work through, play with, and test.

Prototyping Resources

Prototyping (Warfel, 2009)

Designing for Interaction: Creating Innovative Applications and Devices (Saffer, 2009)

Design Research Through Practice: From the Lab, Field and Showroom (Wensveen, 2011)

Interaction Design: Beyond Human-Computer Interaction (Preece, 2011)

Universal Methods of Design (Hanington, 2012)

Agile Experience Design: A Digital Designer’s Guide to Agile, Lean and Continuous (Ratcliffe, 2011)

Personas

Personas are composite personalities that are formulated from the goals and observed behaviors of potential product users. The composite personality

enables designers and stakeholders to easily understand complex data about users through the art of storytelling. Personas initiate better communication between team members and empathy for the target user. Stakeholders are also able to better identify with the cost and timelines of projects based on users’ needs. The user of personas leads to more user-centered design and, as an end result, fewer changes and the end of the development process. Persona Benefit Development 1999-2006 Cooper (1999) - Increase focus on the users and their goals - Facilitate effective communication about users - Reduce necessary changes at the end of the development process Cooper and Reimann (2002) - Build consensus and commitment to design - Help to measure a design’s effectiveness - Define the product’s feature set - Facilitate effective communication within the project team - Help other related efforts such as marketing plans Grudin and Pruitt (2002) - Facilitate a focus on users and work contexts - Allow for extrapolation from partial knowledge of users to diverse contexts - Make assumptions about users explicit - Facilitate effective communication about the users - Increase focus on a specific audience Long (2009) - Strengthen focus on the users during the development process - Lead to more user-friendly designs - Make the user needs more explicit - Guide decision making Ma and LeRouge (2007) - Facilitate effective communication about the users - Enhance identification with the target users - Increase focus on user needs Pruitt and Adlin (2006) - Make assumptions about users explicit - Narrow the users being designed for - Lead to better design decisions - Increase engagement among the design team - Build empathy for the user

Personas Resources Personas and User-Centered Design: How Can Personas Benefit Product

Design Processes?(Miaskiewicz & Kozar, 2011) Listening to the Voices of the Users in Product Based Software Development

(Iivari, 2009) The Inmates Are Running the Asylum: Why High Tech Products Drive Us Crazy

and How to Restore the Sanity (Cooper, 2004) Designing for the Digital Age: How to Create Human-Centered Products and

Services (Goodwin, 2009) User Testing

It is important to design technology so that interactions with the technology are representative of how people think and work. In the past, technologies have been developed that represent how the technologies work. Rapid Iterative Testing & Evaluation (RITE) will uncover incorrect assumptions made in development. Iterative user testing done before, during and post development will produce a user-centered design that promotes usability. Ericsson and Simon (1993) argued that the closest connection between thinking and verbal reports is found when subjects verbalize thoughts during task completion. When subjects are asked to think aloud, some of their verbalizations seem to correspond to merely vocalizing “inner speech,” which would otherwise have remained inaudible. Non-verbal thoughts can also be often given verbal expression by brief labels and referents. The connection that Ericsson and Simon describe can only be obtained by observing users actually using a prototype or product.

User Testing Resources The Inmates Are Running the Assylum: Why High Tech Products Drive Us Crazy

and How to Restore the Sanity (Cooper, 2004) Protocol Analysis: Verbal Reports as Data (Ericsson & Simon, 1993) Undercover User Experience Design (Bowles, 2010) Universal Methods of Design (Hanington, 2012) Agile Experience Design: A Digital Designer’s Guide to Agile, Lean and

Continuous (Ratcliffe, 2011)

4.) Research Question Company A is a business process management software suite and network of supportive services. Company A organizes work, stores work, prioritizes work, monitors work, sends work, communicates messages, designs processes and educates teams. Company A gives service quality control to customers and ensures commitments to secondary customers are met. Company A reduces operational cost by designing processes and improving existing processes. The Health Check is designed to keep companies running. The Health Check will provide a window into the entire system and save time when companies need it most. Research User Story: As an operations specialist, I need to be able to install and/or update the applications offered by Company A, so that I can ensure installation and configuration is valid.

5.) Method

a. As indicated in the literature review, the project will include an iterative development approach based on activity theory, personas, user story mapping, concept mapping, prototyping, agile development, feedback and user-centered design.

b. Technical issues involved

c. Work Timeframe Research and Prototyping Iterations: May 2012-October 2012 Development: October 2012- March 2013

Advance Conference Information Session: March 24, 2013 Service Pack Software Release: April 2013 Client Advisory Board meetings (CAB): Geographically organized meetings take place in the fall with North America, Europe, the Middle East and Africa. In the spring, these groups will meet again at the annual conference and the United Kingdom conference. Customer Center Thread Distribution – The Health Check will go live April 2013. In March, promote the release that will occur in April.

d. Documentation Documentation for Health Check development will include requirement documents for each development sprint, prototypes, concept maps, wireframes and user testing results.

e. The results of the project will be validated through user testing and feedback from clients and internal stakeholders after the software goes live in April.

References Association, I. (2011). Instructional Design: Concepts, Methodologies, Tools and

Applications; 3v (Vol. 26). Portland, United States, Portland: Book News, Inc.

Bowles, C. B., James. (2010). Undercover User Experience Design: New Riders. Cooper, A. (2004). Inmates Are Running the Asylum, The: Why High-Tech

Products Drive Us Crazy and How to Restore the Sanity: Sams. Engeström, Y., Miettinen, R., & Punamäki, R. L. (1999). Perspectives on Activity

Theory: Cambridge University Press. Ericsson, K., & Simon, H. (1993). Protocol analysis: Verbal reports as data (Rev.

ed.): Cambridge, Ma: MIt Press. Gay, G., & Hembrooke, H. (2004). Activity-Centered Design: An Ecological

Approach to Designing Smart Tools and Usable Systems: MIT Press. Goodwin, K. (2009). Designing for the Digital Age: How to Create Human-

Centered Products adn Services: John Wiley & Sons. Hanington, B. M., Bella. (2012). Universal Methods of Design: Rockport

Publishers. Iivari, N. (2009). ‘Listening to the Voices of the Users' in Product Based Software

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Kaptelinin, V., & Nardi, B. A. (2009). Acting with Technology: Activity Theory and Interaction Design: MIT Press.

Kosslyn, S. M. (2006). Graph Design for the Eye and Mind. Oxford, New York: Oxford University Press, Inc.

Leont'ev, A. N. (1978). Activity, Consciousness and Personality. Martin, B. H. B. (2012) Universal Methods of Design (pp. 38-39): Rockport

Publishers. Miaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How

can personas benefit product design processes? Design studies, 32(5), 417-430. doi: 10.1016/j.destud.2011.03.003

Nardi, B. A. (1995). Context and Consciousness: Activity Theory and Human-Computer Interaction: MIT Press.

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Ratcliffe, L. M., Marc. (2011). Agile Experience Design: A Digital Designer's Guide to Agile, Lean and Continuous: New Riders.

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Ware, C. (2008). Visual Thinking for Design: Morgan Kaufmann. Warfel, T. Z. (2009). Prototyping. Brooklyn, New York: Rosenfeld Media. Weinschenk, S. (2011). 100 Things Every Designer Needs to Know About

People One hundred things every designer needs to know about people. Berkeley, CA: Berkeley, CA : New Riders.

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Masters thesis presentation 0413 melissa sorrick interaction design_installations and upgrades

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