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Bpma contextual inquiry


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  • 1. Digital Saber Solutions Confidential5/14/2013 1
  • 2. • Who is Digital Saber Solutions?• Who is Roger Hutcheson?• What is today’s topic?• Using Contextual Inquiry• Q&AAGENDADigital Saber Solutions Confidential5/14/2013 2BPA & Contextual Inquiry
  • 3. 5/14/2013 Confidential 3DigitalSaberSolutionConsultingServicesWebDesign&DevelopmentMobileApplicationsCloudApplicationsBusinessProcessAutomationEstablishedin 2003Focusedon Usability• Consulting• WebsiteSolution• CloudApplications• MobileApplicationsServices& Solutions
  • 4. Roger HutchesonDigital Saber SolutionsVP Client Strategy980-202-1832roger@digitalsaber.netDigital Saber Solutions Confidential5/14/2013 4In 1989 Roger started a successful 20 + year career inInformation Technology as a Computer Technicianinstalling turnkey networks from the ground up. As hiscareer progressed he gained knowledge and skill as aField Manager, Systems Engineer, IT Business Analyst,Project Manager, Consultant and Business Developmentprofessional. Evolving with the growth of technologyRoger moved into Customer Application Developmentconnecting users with the correct application to solve realbusiness issues. He enjoys the challenge of automatingexisting manual process with the use of technology.
  • 5. Digital Saber Solutions Confidential5/14/2013 5Who is Roger?
  • 6. Two Questions??1. How many times have you spent days/weeks/monthsto have the entire project get cancelled or change?2. What main step can you take to stop this problem?Digital Saber Solutions Confidential5/14/2013 6Know your USERS!!!!
  • 7. Digital Saber Solutions Confidential5/14/2013 7***User – Center Design (UCD)***What is UCD, UXD, HCI, HCC, HCS, IXD (XD), IA, UX…?• Usability?• UXD?• Human Computer Interaction?• Human-Centered Computing?• Human-Centered Systems• Interaction Design• Information Architecture• User Experience
  • 8. Digital Saber Solutions Confidential5/14/2013 8
  • 9. Digital Saber Solutions Confidential5/14/2013 9What is Business Process Automation?Business process automation (BPA) is defined as the automation of complexbusiness processes and functions beyond conventional data manipulation andrecord-keeping activities, usually through the use of advanced technologies. Itfocuses on “run the business” as opposed to “count the business” types ofautomation efforts and often deals with event-driven, mission-critical, coreprocesses. BPA usually supports an enterprise’s knowledge workers in satisfyingthe needs of its many constituencies. “ By Gartner”IT’S ABOUT THE USERS!
  • 10. Digital Saber Solutions Confidential5/14/2013 10What is Contextual Inquiry?Contextual Inquiry is an observation or interview method accomplished in the fieldas opposed to in the lab or interview room. The intent is to allow designers toground their domain knowledge in how real users accomplished the tasks that theproduct is supposed to support.To automate a business process you need to fully understand the current processdefined by the business unit and then break it down to identify potential areas ofinefficiency. Contextual Inquiry is important because it gives a designer the abilityto observe and question the experts at the same time. This can identifybreakdowns in the current process as well as define a more effective and efficientautomated solution.Contextual inquiry is a semi-structured interview method to obtain information about thecontext of use, where users are first asked a set of standard questions and then observedand questioned while they work in their own environments.
  • 11. Digital Saber Solutions Confidential5/14/2013 11Better Question!Where did Contextual Inquiry evolve from?Anthropology Sociology EthnographyContextualInquiry
  • 12. Why use Contextual Inquiry?Digital Saber Solutions Confidential5/14/2013 12
  • 13. Digital Saber Solutions Confidential5/14/2013 13
  • 14. Usability EngineeringDigital Saber Solutions Confidential5/14/2013 14Usability Engineering is the discipline that provides structuredmethods for achieving usability in user interface design duringproduct development.Usability Engineering Roots:• Cognitive Psychology• Experimental Psychology• Ethnography• Software Engineering
  • 15. Digital Saber Solutions Confidential5/14/2013 15
  • 16. Digital Saber Solutions Confidential5/14/2013 16WHAT DO YOU SEE?
  • 17. Digital Saber Solutions Confidential5/14/2013 173 Main Contextual Inquiry Principles• Context – Complete your study in the context in which the work actuallygets done.• Memory is not our friend• Social and Environmental Enhancements• Relationship with the user needs to be clear• Who is the expert?• Focus – Set your primary goal and stick with it.• Do not fish• Watch and gain understanding
  • 18. Digital Saber Solutions Confidential5/14/2013 18Contextual Inquiry Steps• Build Your Team• At least 2 people 4 is best• Developer’s (Typically Very Important)• Designer’s• Business Analyst’s• Stakeholder’s• Define the Problem• Identify your Participants• Choose sites to visit• Understand the structure of the work• Typically – 5 sites and 4 users at each• Engage SME’s (Subject Matter Expert) first• System Users• Upstream Users (Information Flow)• Downstream Users (Information Flow)• Managers• System Administrators• Clients (results)
  • 19. Digital Saber Solutions Confidential5/14/2013 19Contextual Inquiry Steps (continued)• Conduct Interviews• Approximately a day per location• 9:00 - 9:30 – Meet & Greet – Brief Presentation• 9:30 – 12:00 – Contextual Interviews• 12:00 – 1:00 Lunch with Everyone• 1:00 – 3:00 More Interviews – Different Users• 3:00 – 3:30 Interviewers do initial consolidation/review of findings• 3:30 – 4:00 Meet with host for Q&A & quick results• Do not for get the Thank You!• Analysis of the Interviews (1.5 x Interview itself)• Each Interview• Compiled findings• Affinity Diagraming Process• Cluster Same or Similar• Stabilize Clusters• Categorize the Groupings into Hierarchical Sets• Main Level• No more than 6 sub groups• Create Report
  • 20. Interpretation SessionDigital Saber Solutions Confidential5/14/2013 20DatabaseContains all "observations, insights, design ideas, and questions" generated in the IS.Context Model Graphically depicts the socio-cultural influences on a work role.Physical Model Graphically shows the environmental context for the work.Flow ModelGraphically represents the information producer/consumer relationship between the workrole being studied and those it interacts with.Sequence Models Diagram the specific actions taken in time to accomplish a task.Artifact ModelsRepresentations of the artifacts the users were observed to use in carrying out their workannotated with the significance of its features (make sure to call out the subtle ones).
  • 21. Digital Saber Solutions Confidential5/14/2013 21Database Model- Example
  • 22. Digital Saber Solutions Confidential5/14/2013 22Context Model - Example
  • 23. Digital Saber Solutions Confidential5/14/2013 23Physical Model - Example
  • 24. Digital Saber Solutions Confidential5/14/2013 24Sequence Model - Example
  • 25. Digital Saber Solutions Confidential5/14/2013 25Artifact Model - Example
  • 26. Digital Saber Solutions Confidential5/14/2013 26Flow Model - Example
  • 27. Affinity Diagram ExampleDigital Saber Solutions Confidential5/14/2013 27
  • 28. ResourcesDigital Saber Solutions Confidential5/14/2013 28Books• Contextual Design: Defining Customer-Centered Systems• Rapid Contextual Design: A How-to Guide to Key Techniques for User-CenteredDesignWebsite•••• UXLabs -• Human Factors International -
  • 29. KNOW YOUR USER!!!Digital Saber Solutions Confidential5/14/2013 29