S556 Systems Analysis & Design

Week 10: November 11, 2008

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Announcement

Guest lecture on November 25th

Will postpone the teamwork presentation to December 2nd

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Team Process Presentation on December 2nd

15 minutes Present your teamwork process, not

the findings about the project Use artifacts Everyone should be involved in the

presentation

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Comparing Various Consulting Models (Schwen, 1995)

Product consulting Prescription consulting Collaborative (Process) consulting

~= Block’s Flawless consulting Consultant as a witness

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Consolidated Models

Show where the breakdowns and bottlenecks are

Elevate what would otherwise be a bunch of anecdotes to reveal systemic problems

Give the IT dept a way to talk back to the business about prioritization decisions

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Seeing A Big Picture

Systemic thinking Seeing the pattern of customer work

practice as a unified whole Responding to it with a coherent system Viewing both work and system as

coherent wholes C.f., Moody from week 8’s reading

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“Technology” of Work Practice

How to see issues in the data How to think about redesigning work to

address the issues How to work with different process

options for redesigning work and their benefits and drawbacks

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Consolidating Sequence Models

Show the common structure of a task across a customer population

Use the flow model to identify the important tasks

Only consolidate tasks that the system will support, that you will redesign, or that you need to understand in detail

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Consolidated Sequence Model

What the user is up to Consider whether the primary intent

needs to be met Support the primary intent a new way Account for all secondary intents Redesign to support achieving sub-

intents

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Example of Consolidated Sequence Model

Prepare study guide for class/make lecture notes available to students

Activity Intent Abstracted Steps Breakdowns

Create study guide

Create additional materials based on course lecture to help students prepare for assignments

Finding digital versions of images that match the text book imagesList image #s (DIDO #s or textbook #s) to be reviewedList terms necessary

Share lecture/ study guide

Share lecture Upload lecture to OncourseSchedule office hours to review lecture

20 MB per PPT lecture requirement in Oncourse which either suggest faculty to break up lectures or to meet size requirements

Share study guide with students

Upload study guide to Oncourse

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Consolidating Flow Models

Reveal the communication patterns that underlie the way the customers do business

Show the scope of the work domain a project intends to address

Shows how the work that the project is focused on fits into the customers’ larger work practice

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Consolidating Flow Models Step 1: generate complete list of

responsibilities for each individual Step 2: examine each responsibility Step 3: define a new role, if necessary Step 4: recognize when different people

play the same roles Step 5: how roles map to individuals Step 6: consolidate the artifacts and

communications between people

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Consolidated Flow Model

Role switching Eliminate redundant data entry Support movement from role to role Support consistent interfaces for the

different roles Save state to support interruptions

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Consolidated Flow Model

Role strain Automate or eliminate roles Support and organize roles Move responsibilities or roles to other people

Role sharing Tailor the interface style to the user Tailor the data presented to the user Share data internally across the types of user Fit with the rest of the roles each type of user plays

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Consolidated Flow Model: Consider Roles First

Head chef- Keep track of what’s in the kitchen- Provide oversight & instruct other cooks as necessary- Make sure cooks are working together- Communicate exact needs to shopper- Decide on desired meals for special event with event planner- Find out what’s needed to restock inventory

Cook- Negotiate meals and who will make them with other cooks- Coordinate with head chef on use of kitchen- Make sure ingredients for planned meal are available- Coordinate with head chef on how to make meal

Shopper

-Find out from head chef what to buy and when to go- Make on-the-spot decisions about substitutions-Bring accounting of expense to fund manager

Event plannerFunds manager

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Consolidating Artifact Models

Individual models show the structure and usage of the things people create and use

Consolidated artifact models shows common organizing themes and concepts that people use to pattern their work

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Consolidating Artifact Models

Step 1: group artifacts of a similar type Step 2: identify the common parts of

the artifacts Step 3: identify structure, intent, and

usage within similar parts Step 4: identify differences &

determine how to integrate them

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Consolidated Artifact Model

Why it matters Support the intent more directly Support intents indicated by informal usage Account for all intents

What it says Provide data automatically Share context between roles directly Support communication implied by the artifact

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Consolidated Artifact Model

How it chunks Use the structure of the artifact to guide the

structure of the system Maintain the distinctions that matter to users

What it looks like Determine the intent of the presentation

details Mimic the intent of presentation details, not

the details themselves

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Consolidating Physical Models

Individual physical models show the workplace and site for each user interviewed

Consolidated physical models show the common physical structure across the customer population & the key variants that a system will have to deal with

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Consolidating Physical Models

Step 1: separate the models into types of spaces

Step 2: catalog the common large structures & organization, e.g., buildings, rooms, walls, sitting area, etc. Identify types of hardware, software, and

network connections

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Consolidating Physical Models

Step 3: identify constraints a system must live with & problems it might overcome

Step 4: identify movement on the physical models

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Consolidated Physical Model

See B&H p. 250 The reality check

Don’t depend on what’s not there account for movement and multiple

locations Overcome communication problems Take advantage of what is there

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Consolidated Physical Model

Work structure made real Build conceptual structures into the system Match the intent of the place, not the

detailed appearance Make the things in the user’s face easily

accessible Put things placed behind the user out of

the user’s way

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Consolidated Physical Model Movement and access

Match or improve the flow of artifacts Maintain conceptual separation between parts of

the work Support the intents implicit in the arrangement of

space Partial automation

Address all intents of the paper system Provide complete coverage in the online system Help keep online and paper in sync if paper is still

needed

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Consolidated Physical Model

Pitfalls Not taking the physical environment

seriously E.g., if people don’t have printers by their

desks, don’t build a system that requires frequent trips to the printer

E.g., If your users walk around all the time, don’t try to tie them to a desk by giving them a product that only runs on a desktop

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Consolidating Cultural Models

Indicates a direction for the design Shows within that direction what

constraints have to be accounted for

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Consolidating Cultural Models

Step 1: walk through each individual model, cataloging and grouping influences (bubbles)

Step 2: consolidate influences. Reduce redundancies

Step 3: focus on influences, not on communication flow (See B&H Figure 9.24, p. 196)

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Consolidated Cultural Model Interpersonal give-and-take

Reduce role isolation Increase communication Address the immediate complaint

Pervasive values Make positive values and absolute

constraints easier to achieve Make negative values harder to achieve Oppose negative values by introducing

counterbalancing positive values

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Consolidated Cultural Model

Managers need to monitor and manage the values of an organization

Make sure the changes you introduce will cause someone in the customer population to take notice (get buy-in)

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Consolidation

The affinity diagram: Data from individual users to groups

Consolidation helps us understand intent, strategy, structure, concepts, and mid-sets to support customers

Affinity Diagram

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The Affinity Diagram (see Chapter 8 in HWW)

Shows the scope of the customer problem Defines the key quality requirements on the

system, e.g., reliability, performance, hardware support, etc.

The hierarchical structure groups similar issues A designer can learn the key issues and the

data It is recommended to build the affinity in a day

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The Affinity DiagramProblem Label

Labels

Sub-problem

Sub-problem Sub-problem

data data

data

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Contextual Design for Invention

Get diverse perspectives Inquiry into the consolidated work

models Brainstorms new work practice Develop multiple solutions

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Using Models for Design

Synthesize across the models Discuss the models and possible

metaphors in the team, which leads to shared understanding and perspectives

Data consolidated models design

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Goals of Work Redesign

To look across the different models and see a unified picture of work practice

To use multiple perspectives to reveal the issues

To use multiple possibilities to drive the invention of a creative design solution

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Affinity Model Exercise

Each team will fill out 10 index cards (observation notes) + 3 orange index cards (category notes)

Build affinity model based on these cards