When designing for information retrieval experiences, the customer must always be right. This tutorial will give you the tools to uncover user needs and design the context for delivering information, whether that be through search, taxonomies or something entirely different.
What you will learn:
* A broadly applicable method for understanding user needs in diverse information access contexts
* A collection of information retrieval patterns relevant to multiple settings such as enterprise search and information access, service design, and product and platform management
We will also discuss the impact of organizational and cultural factors on design decisions and why it is essential, that you frame business and technology challenges in the right way.
The tutorial builds on lessons learned from a large customer project focusing on transforming user experience. The scope of this program included ~25 separate web-delivered products, a large document repository, integrated customer service and support processes, content management, taxonomy and ontology creation, and search and information retrieval solutions.
Joe will share the innovate methods and surprising insight that emerged in the process.
4. Todayʼs Menu
Introductions & Background - 20 min
Understanding Audiences - 40 min
Break - 10 min
Modes, Scenarios, Patterns & Life-cycles - 60 min
Break - 10 min
Design - 20 min
Lessons - 20 min
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 4
5. Background
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6. Partnership with Keane
Information Collection and Business
Surveyor Project Profile Process Transformation
Client: Leading Provider of Credit Ratings, Research and Risk Analysis for Fixed-Income
Securities and Other Obligations
Business Need: Evolve the website into a more compelling information delivery
environment that is superior to competitor sites, promotes the companyʼs overall business
objectives, and meets the needs of business users, shareholders, issuers and investors
Strategic Goals
• Usability: Identify usability issues and recommend areas of improvement to ensure that customers and stakeholders
will use it because they want to, not because they have to
• Scalability: Define a site architecture that is clearly capable of supporting future increases in user base and functional
capability
• Flexibility: Define a site structure that allows for functional enhancements to made easily within a reasonable time-to-
market
• Reliability: Verify that the right architectural components, monitoring tools and operational practices are being used to
ensure that the site is stable and continues to run smoothly
• Manageability: Develop a build vs. buy strategy that makes the most efficient use of internal resources
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7. Scope
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8. Scope
Address the full spectrum of global finance
• Worldwide and real time
• All activities & topics
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9. Scope
Address the full spectrum of global finance
• Worldwide and real time
• All activities & topics
700,000 documents
• Refresh 1000 / day
• Diverse formats; pdf, doc, txt
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 7
10. Scope
Address the full spectrum of global finance
• Worldwide and real time
• All activities & topics
700,000 documents
• Refresh 1000 / day
• Diverse formats; pdf, doc, txt
Millions of data points (ratings)
• Qualitative and quantitative
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 7
11. Scope
Address the full spectrum of global finance
• Worldwide and real time
• All activities & topics
700,000 documents
• Refresh 1000 / day
• Diverse formats; pdf, doc, txt
Millions of data points (ratings)
• Qualitative and quantitative
25 Services & products on-line
• Combining documents and data
• Business intelligence, analysis / synthesis capabilities
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 7
12. Scope
Address the full spectrum of global finance
• Worldwide and real time
• All activities & topics
700,000 documents
• Refresh 1000 / day
• Diverse formats; pdf, doc, txt
Millions of data points (ratings)
• Qualitative and quantitative
25 Services & products on-line
• Combining documents and data
• Business intelligence, analysis / synthesis capabilities
Multiple delivery channels
• Web applications, desktop applications, data feeds, document repository, web repository
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 7
13. Scope
Address the full spectrum of global finance
• Worldwide and real time
• All activities & topics
700,000 documents
• Refresh 1000 / day
• Diverse formats; pdf, doc, txt
Millions of data points (ratings)
• Qualitative and quantitative
25 Services & products on-line
• Combining documents and data
• Business intelligence, analysis / synthesis capabilities
Multiple delivery channels
• Web applications, desktop applications, data feeds, document repository, web repository
Diverse customers
• 100,000 users
• All perspectives
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14. Current Limitations
Barriers to Ratings and Research Expansion
Clients can only realize the value of Client research if they can find it
User Issues Business Impacts
Ineffective Basic & Advanced Search Detracts from the value of Client ratings and
research
No document cross-referencing
Limits ability to attract and retain “non-captive”
Ability to browse content tedious at best
customers in new markets
Example Scenario: Search for Relevant Research
Senior
Credit
Analyst
! ! ! !
Client.com “quick search” for “Quick search” by “Ticker” for Advanced Search; Leaves Client.com and finds
“British Air”; no search BAY.L; no search results non-intuitive interface desired content on
results found found competitor’s website
“You have to know what you’re looking for” — Senior Credit Analyst, AIG Global Investment Group
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 8
15. Problem Example: Barriers to Value Perception
A poor user experience lowered perceptions of Client
Example Scenario: View Latest Research
Ratings
Advisory
! ! ! !
Detail page contains assorted Related Research tab shows a Research is split across a Goes to competitor’s site first,
links and tabs; content not seemingly random list of number of ill-defined doc because competitor’s site is
on one page assorted documents types, published at easier to use
different times
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16. Problem Example: Barriers to Value Perception
A poor user experience lowered perceptions of Client
Example Scenario: View Latest Research
Ratings
Advisory
! ! ! !
Detail page contains assorted Related Research tab shows a Research is split across a Goes to competitor’s site first,
links and tabs; content not seemingly random list of number of ill-defined doc because competitor’s site is
on one page assorted documents types, published at easier to use
different times
“I’ll go to (a competitor’s site) first, then I’ll go to (the company’s) if I have the time…”
— Director, Global Ratings Advisory
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17. Problem Example: Barriers to Value Perception
A poor user experience lowered perceptions of Client
Example Scenario: View Latest Research
Ratings
Advisory
! ! ! !
Detail page contains assorted Related Research tab shows a Research is split across a Goes to competitor’s site first,
links and tabs; content not seemingly random list of number of ill-defined doc because competitor’s site is
on one page assorted documents types, published at easier to use
different times
“I’ll go to (a competitor’s site) first, then I’ll go to (the company’s) if I have the time…”
— Director, Global Ratings Advisory
User Issues
Research content is inconsistent
Business Impacts
Hampers deepening of relationships
Related research functions are ineffective
with established clients
Sites are difficult for users to understand
Detracts from the company’s reputation as an
and navigate
authoritative source of high quality info
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 9
18. Business Problems
Client.com could not effectively support growth because it failed to meet users’ needs
Barriers to Product Adoption
Data & Employees
Limited integration of data and features
Analytics Lack of common user experience
Data & Analytics Markets
Quantitative Users
Barriers to Ratings and Research
Xyz Ratings & Expansion Adjacent Markets
Research Ineffective Basic & Advanced Search Equity Investors, Hedge Fund Managers
Limited related research navigation
Traditional Markets
Issuers, Intermediaries & Fixed
Barriers to Emerging Market Income Investors
Global Development
Numerous barriers to getting basic information
Expansion Lack of integration between the main website and local
Emerging Markets
New Issuers, Intermediaries, & Investors
content
Non-Client Users
Barriers to Value Perception Shareholders, Regulators, Recruits
Co Maintain Inconsistent research content & Journalists
Integrity & Sub-standard user experience
Reputation
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19. Recommendations by Theme
Develop an information taxonomy and ontology
1 Information Retrieval
Extend metadata collection
Implement a robust search architecture
Build user-centric search interfaces
2
Implement a services-based architecture with a well defined business tier
Growth Capacity Standardize information supply chain, leveraging Module-3 designs,
infrastructure and investment
3
Develop a unified service delivery platform
User Centric Design Consolidate & standardize content
Create a user-centric site structure
4
Unify core web site and regional sites
Global Site Strategy Support multiple approaches to affiliate site integration
Support translation of research content as needed
5 Governance
Establish cross-discipline oversight groups
Formalize product consistency "checkpoints"
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20. 36-Month Roadmap
Phase 1: Foundation & Usability Phase 2: Consolidation & Scalability Phase 3: Integration & Flexibility
Track 1: Information Retrieval
Architecture, Design, Metadata Collection Metadata Collection Metadata Collection
POC
& Vendor Selection Baseline Automation Support Social Tagging
Taxonomy/Metadata Taxonomy/Metadata Taxonomy/Metadata
Mgmt. Baseline Mgmt. Automation Support Mgmt. Social Tagging
Search Search Search
Baseline Term Expansion Key Identification
Track 2: Unified Service Delivery
UE Site Architecture UE Core Web Site
Aggregated Market-Centric Pages
Diff. & Design POC Implementation
Migration Data Architecture
Product Migration
Planning Foundation Imp.
Track 3: Global Site Support
Country/Lang Affiliate Integration
Selector Support
Migration
Global Site Migration
Planning
Improved Local
Language Support
Track 4: Governance
Governance Tax./Ont. Content/Publication
UE Governance Arch Governance Ongoing Governance & Oversight
Planning Governance Governance
Product Lifecycle Process
Improvement
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21. Information Retrieval
Goals and Recommendations
Goals Recommendations
Provide enhanced support for related Develop an information
research identification and retrieval taxonomy and ontology
Implement robust document and content Extend metadata collection
categorization to enable more effective
keyword searches Implement a robust search architecture
Enable efficient topical searching of all
Build user-centric search
documents and content interfaces
Develop advanced search capabilities that
align to industry best practices
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22. Information Retrieval
Build User-Centric Search Interfaces
Integrated and full-featured search interfaces will increase the effectiveness of Client search
Current State Future State
Search Suggestions
(i.e. Did you N/A
mean?)
Matching Issuers Client.com
(grouped by
business line) Search Results
Did you mean? Refine Search
Matching Issuers
Matching Research Save Search
(Document Title) Matching Research
Other Results
Modify Alerts
Matching Research
(Full Text)
Other Matches
(i.e. site content, N/A
products, etc…)
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 14
23. Information Retrieval
Build User-Centric Search Interfaces
Integrated and full-featured search interfaces will increase the effectiveness of Client search
Current State Future State
Integrate
Search Suggestions
(i.e. Did you Results
N/A • Improves
mean?)
usability of the
search interfaces
• Increases the
probability of
finding the
Matching Issuers Client.com
desired result
(grouped by
business line) Search Results
Did you mean? Refine Search
Matching Issuers
Matching Research Save Search
(Document Title) Matching Research
Other Results
Modify Alerts
Matching Research
(Full Text)
Other Matches
(i.e. site content, N/A
products, etc…)
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24. Information Retrieval
Build User-Centric Search Interfaces
Integrated and full-featured search interfaces will increase the effectiveness of Client search
Current State Future State
Integrate Suggest
Search Suggestions
(i.e. Did you Results Alternate
N/A • Improves Searches
mean?)
usability of the Provides
search interfaces alternate
• Increases the search terms
probability of such as
finding the corrections
Matching Issuers Client.com
desired result of CRSspelled
(grouped by
business line) Search Results words
Did you mean? Refine Search
Matching Issuers
Matching Research Save Search
(Document Title) Matching Research
Other Results
Modify Alerts
Matching Research
(Full Text)
Other Matches
(i.e. site content, N/A
products, etc…)
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25. Information Retrieval
Build User-Centric Search Interfaces
Integrated and full-featured search interfaces will increase the effectiveness of Client search
Current State Future State
Integrate Suggest Group
Search Suggestions
(i.e. Did you Results Alternate Results
N/A • Improves Searches Provides
mean?)
usability of the Provides user with
search interfaces alternate context to
• Increases the search terms help
probability of such as interpret
finding the corrections result sets
Matching Issuers Client.com
desired result of CRSspelled
(grouped by
business line) Search Results words
Did you mean? Refine Search
Matching Issuers
Matching Research Save Search
(Document Title) Matching Research
Other Results
Modify Alerts
Matching Research
(Full Text)
Other Matches
(i.e. site content, N/A
products, etc…)
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 14
26. Information Retrieval
Build User-Centric Search Interfaces
Integrated and full-featured search interfaces will increase the effectiveness of Client search
Current State Future State
Integrate Suggest Group
Search Suggestions
(i.e. Did you Results Alternate Results
N/A • Improves Searches Provides
mean?)
usability of the Provides user with
search interfaces alternate context to
• Increases the search terms help
probability of such as interpret
finding the corrections result sets
Matching Issuers Client.com
desired result of CRSspelled
(grouped by
business line) Search Results words
Did you mean? Refine Search
Matching Issuers
Matching Research Save Search
(Document Title) Matching Research
Other Results
Modify Alerts
Matching Research
(Full Text)
Provide Other
Matches
• Includes non-
Other Matches research
(i.e. site content, N/A document
products, etc…)
content such as
Rating Definitions
eliminating need
for users to
know what content
is and is
not searched
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 14
27. Information Retrieval
Build User-Centric Search Interfaces
Integrated and full-featured search interfaces will increase the effectiveness of Client search
Current State Future State
Integrate Suggest Group
Search Suggestions
(i.e. Did you Results Alternate Results
N/A • Improves Searches Provides
mean?)
usability of the Provides user with
search interfaces alternate context to
• Increases the search terms help
probability of such as interpret
finding the corrections result sets
Matching Issuers Client.com
desired result of CRSspelled
(grouped by
business line) Search Results words
Did you mean? Refine Search
Matching Issuers
Matching Research Save Search
(Document Title) Matching Research
Other Results
Modify Alerts
Matching Research
(Full Text)
Provide Other Support Derivative
Matches Actions
• Includes non- • Allows refinement of
Other Matches research search criteria based
(i.e. site content, N/A document on initial results
products, etc…)
content such as • Enables saving search
Rating Definitions criteria for future use
eliminating need • Provides framework to
for users to modify alerts
know what content preferences based on
is and is search results (and/
not searched or setup RSS feeds)
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28. Understanding Audiences
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29. Audiences: Overview of User Groups
Customers Users (non paying) Client Services Client Analysts
This group utilizes Client.com to
This group includes the range of
support diverse purposes This group provides Client.com Client analysts create the
Client.com customers, from
inlcuding research and customers with service and valuable research and data
Ratings Advisors to Credit
regulation, that are not support for the research and data delivered to customers via
Analysts and Portfolio Managers
connected to a credit issue or or analytics offerings delivered Client.com. Client Analysts
other buying or selling decision. via the web site. It includes specialize in a particular area of
customer facing roles, as well as the market, and often have
IT staff, and Issuer Relations. contact with customers needing
additional clarification or insight
into Client actions and
viewpoints.
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30. “Personas”
Client Analysts
Group 4
Access to all types of information is needed at
every moment of every day
Analysts Needs/Goals
•Easy access to research written by other Client analysts
•Views of underlying data to support analysis when talking with customers
•Ability to monitor publications on topics and industries related to their expertise
Analysts Key Opportunities
•Change perceptions of IR effectiveness by creating focused tools for specialized IR needs
•Create focused tools for other job needs, such as document management
•Provide cross-reference capabilities
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31. “Access to all types of
information is needed
at every moment of
every day.”
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32.
33.
34. Track Differentiation
Breadth vs. Depth
Track 1 took a deep dive into the requirements surrounding information retrieval, while
Track 2 took a broader and shallower view of the entire set of requirements.
Breadth
Track 2:
U.S.D.
Key
Phase 1
Phase 2
Depth
Phase 3
Track 1:
Info
Complete Scope
Retrieval
Client.com
Track 2: Track 3:
Products Global
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 21
35. Understanding Experiences
Why are people here?
What are they doing?
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46. Research Techniques
Customer interviews
Site visits
Contextual inquiry
Log analysis
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47. Research Techniques
Customer interviews
Site visits
Contextual inquiry
Log analysis
Query logs
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48. Research Techniques
Customer interviews
Site visits
Contextual inquiry
Log analysis
Query logs
Heuristic review
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49. Research Techniques
Customer interviews
Site visits
Contextual inquiry
Log analysis
Query logs
Heuristic review
Usability testing
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50. Research Techniques
Customer interviews
Site visits
Contextual inquiry
Log analysis
Query logs
Heuristic review
Usability testing
Expert interviews
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 24
51. Research Techniques
Customer interviews
Site visits
Contextual inquiry
Log analysis
Query logs
Heuristic review
Usability testing
Expert interviews
Concept mapping
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52. Research Techniques
Customer interviews
Site visits
Contextual inquiry
Log analysis
Query logs
Heuristic review
Usability testing
Expert interviews
Concept mapping
Task analysis Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 24
53. Method: Understanding Goals
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59. Design Research
Structured Open
Declarative Demonstrative
Quantitative Qualitative
Descriptive Predictive
Individual Group
60. Grounded Theory
If your research goal is accurate description, then
another method should be chosen since Grounded
Theory is not a descriptive method.
Instead it has the goal of generating concepts that
explain people’s actions regardless of time and place.
The descriptive parts of a GT are there mainly to
illustrate the concepts.
http://en.wikipedia.org/wiki/Grounded_theory
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61. Grounded Theory
What most differentiates grounded theory from
much other research is that it is explicitly
emergent. It does not test a hypothesis.
It sets out to find what theory accounts for
the research situation as it is.
The aim, as Glaser in particular states it, is to
discover the theory implicit in the data.
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62. Design Research
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63. Interviews
Raw Goals
Root Goals
Objects
Concrete Goals
64. Understanding User Goals
Raw Goals
Read operating guidelines
Scan technical support requests
Review installation instructions
Review technical specifications
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 31
65. Understanding User Goals
Root Goal
Review
“To examine in detail”
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66. User Goals
Assess means to make a judgement or decision about, considering relevant
factors
Compare means to review the similarities and differences of two or more
examples of the same type of thing by looking at them in detail
Find means to learn the location and status of
Identify means to distinguish by the use of specific criteria
Locate means to become aware of where and how a thing may be found, and /
or contacted.
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67. User Goals
Monitor means to track the status and location of
Obtain means to acquire and retain for other purposes
Review means to examine in detail
Save means to store and keep
See means to be presented with in a manner that makes assumed
relationships or characteristics apparent
Understand means to consider all available points of view or sources of
information on a topic / item / situation, and formulate an opinion and frame of
reference for oneʼs own purposes.
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68. Understanding User Goals
Objects (Nouns)
Analyst report
Rating
Insurer
Issuer Security
Rating Type
Country
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69. Concept Maps
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70. Modes
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71. Understanding User Goals
Concrete Goal
“Root goal + [object]”
Review ratings
Review issuers
Review securities
Review reports
Review rating types
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72. User Goals
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74. Exercise: Interviews
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75. Situation
Your company
• Helps people buy and sell property
• Rates the value of properties, and analyzes the property market for the whole world
• You offer these ratings and reports online
• Customers pay for access to the reports and ratings
• You will improve the on-line tools people use to find reports and ratings.
Audiences & Customers
• Buyers want to purchase properties
• Sellers want to sell their properties
• Brokers want to help buy and sell properties for clients
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 42
76. Interviewing
Get people to tell stories
Ask open questions: Who? How? When?
Active listening, not leading.
Reach for depth, context & richness.
Extend: And then? After that? What else?
Broaden: Similar to / like ____?
Examples: An example is _____?
Detail: Specifically ____?
Background: Why? Because...?
Negation: You donʼt ___? Why not?
Test: Never? Always? Everyone?
Doublecheck: You said _____. Is that right?
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77. Interview!
Listen for repeated / similar tasks
Identify verbs
Identify nouns
Emotions = importance
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78. Understanding User Goals
Concrete Goal
“Root goal + [object]”
Review ratings
Review issuers
Review securities
Review reports
Review rating types
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79. Understanding Needs
What root goals did you hear?
What objects?
What concrete goals?
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80. Findings
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81. User Feedback
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82. Understanding Experiences
Why are people here?
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83. Understanding Experiences
“To retrieve
information”
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84. Understanding Experiences
What are they doing?
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85. Understanding Experiences
“Retrieving
information”
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86. User Goals
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87. Break (5 min)
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88. Understanding Experiences
How do they __?
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89. Modes
cross-channel & cross-media
interaction centric
emerge from user behavior
group diverse activities
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90. Modes
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91. Modes
“…a broad but identifiable method,
mood, or manner that is not
tied
exclusively to a particular
form or genre.”
http://en.wikipedia.org/wiki/Mode_(literature)
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92. Modes
4 Modes of Information Retrieval
Seeking & Finding
Visiting Stable Destinations
Monitoring
Taking Delivery
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93. Modes
Seeking & Finding
The seeking mode focuses on traditional searching, but includes
other activities such as narrowing sets using cumulative
parameters, finding with/in faceted systems.
Seeking &
Finding
The key characteristic of seeking mode is that, users bring the
situations and contexts (like search results) they encounter into
existence by seeking them out.
When seeking, users encounter fluid destinations within the larger
information environment based on what they are looking for, and
how they are looking for it.
A classic example of seeking mode is a user who poses an ad-
hoc query via a search interface, and sorts through the list of
search results returned in response.
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94. Modes
Seeking & Finding
Finding could take the form of active searching by posing queries
to a search-style input experience.
Seeking &
Finding could also take the form of refining a list of potentially
Finding
useful items based on facets of the content.
Users may not know in advance what finding activities will yield.
Users may receive a set of search results that includes many
different types of items, from many different authors or content
sources that conceptually relate to what they began looking for
based on mappings of terms and concepts.
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95.
96.
97.
98.
99. Modes
Visiting Stable Destinations
When visiting stable destinations, users encounter stable places
within the information environment that exist regardless of the
user's activities.
Visiting Stable
Destinations
Destinations will offer users a set of things they know in advance
and expect to encounter. Persistence could be conceptual only,
reflected in navigation elements, or made part of the user
experience via any number of mechanisms.
All destinations have a focus of some kind, such as a topic, or
product, or event, and may be defined by the intersection of
several focuses, such as products or documents created by one
person that are related to a topic or event.
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 66
100. Modes
Visiting Stable Destinations
Destinations could take the form of pages that assemble content,
research, ratings, and functionality either dynamically based on
business rules and profile information or manually selected by
Visiting Stable Client.com staff or the users.
Destinations
Destinations will likely change based on business rules and user
context, as well as changes in the items available within the
environment.
A good example of a stable destination is the Arts page of the
New York Time online; the articles and the art they concern
change constantly, yet users know what to expect when they
visit. The page is a visible part of the environment conceptually
(as a category) and in terms of navigation, and is easily
accessible directly from outside the environment.
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 67
101.
102.
103. Modes
Monitoring
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 70
104. Modes
Monitoring
Monitoring effectively extends the user experience and
information retrieval capabilities beyond the boundaries of the
originating environment, and allows users to know in advance
what they will find or encounter when they enter the environment.
Monitoring
For example, a user may wish to monitor the publications
concerning an issue in their portfolio; while the contents of new
publications would vary, every notification they receive would
concern a known issue.
Monitoring requires messages or communication tokens,
commonly email, RSS, or SMS, but could take many other forms
as well.
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 71
105.
106. Modes
Delivery
In this mode, users do not have to enter the environment at all to
retrieve information, enabling them to further goals without
increasing acquisition costs or effort.
Delivery
Delivery could take the form of packages of documents or other
content dispatched to users via numerous channels, such as
RSS, email, SMS, etc.
Receiving delivered items is the least active mode we defined for
users, allowing them to retrieve information without actively
seeking, visiting a destination, or monitoring the environment.
Good examples of delivered information are the iconic stock
ticker, RSS feeds for blog postings, and email publications.
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 73
107.
108. Modes
Monitoring Seeking
Fluidity
Visiting Stable
Delivery
Destinations
Activity
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 75
109. Other Modes
Environment: transactional, siloed
Creative
Social
Collaborative
Competitive
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 76
110. What is the experience?
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 77
111. Scenarios
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 78
113. Understanders and Decision Makers
Scenario: Evaluate New Issue
William C. | Credit Analyst
Customer evaluates new issue quickly
William, a Credit Analyst, William turns to Client.com, The destination lists initial The issue destination also
sees in his Bloomberg and searches for information ratings and research for the offers a list of peer issuers
console that a hospital he on the issue by entering the issue. (similar hospitals, or in the
watches has offered a new CUSIP. same region), as well as
issue. William also finds the most their senior un-secured
William is taken directly to recent publications on the ratings.
the destination for the new issuer and the industry the
issue. issuer belongs to, and a link A summary and extract of
F to the destination for the F F
Client most recent credit
S issuer. S opinion on the issue and S
issuer appears as well.
William reads the
summaries, considers the
ratings, and formulates an
opinion about the new issue
based on the collected
information Client.com
presented.
F
S
IR Modes Referenced
F Finding M Monitoring
S Stable Destination D Delivery
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 49 Joe Lamantia 80
114. Research and Ratings Originators
Scenario: Rate New Issuer
Rebecca M. | Client Analyst
Client Analyst understands new domain to rate a new issuer
Rebecca is a Banking Analyst Rebecca visits the Latin With an overview of the Rebecca visits the
for Client, focused on Latin American banking group activity in her field by other destination for the Japanese
American banks. She needs destination. She is offered analysts,Rebecca moves on parent.
to rate a new issuer - a links to destinations for new to the linked new issuer
Chilean bank whose parent issuers, all analysts tracking page, which collects all Here she reviews current
company is domiciled in Latin American banks, and recent publications ratings and the ratings
Japan. recent rating actions taken concerning the issuer, shows history for the parent, as
on issues in Latin American the latest rating available for well as a summary of the
Rating this issuer requires banking. the Japanese parent most recent credit outlook
Rebecca to understand S company, and links to the S and credit opinion Client has S
subjects outside her destination for the parent published about the parent.
expertise. company.
Rebecca has stronger She visits the destination for Rebecca contacts two of the
context, but would like to Latin America, which analysts, to discuss specific
speak with someone who identifies appropriate questions on economic
knows more about Latin analysts from the Sovereign factors in Latin America, and
American regional Group, and offers recently trends in Chile’s fiscal policy.
economics, and Chilean fiscal published research
policy. discussing major trends in With her more complete
econoimc development understanding, Rebecca is
across the region. confident she can rate the
S Chilean issuer properly. S
IR Modes Referenced
F Finding M Monitoring
S Stable Destination D Delivery
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 50 Joe Lamantia 81
115. Reference Users
Scenario: Researching Complex Topic
Peter N. | Corporate Librarian
Non-expert assembles research on complex topic
Peter, a Corporate Librarian, Peter logs on to Client.com. The returned results suggest The results list items for
must respond to a request This is a new topic he has that Peter would be Peter’s query, and the special
from an Analyst for the not researched before, so he interested in a special topic, topic Asian Financial Crisis.
research that Client has chooses to directly enter a “The Asian Financial Crisis”. He saves links to both topics.
published on the after effects query for “asian currency
of the Asian currency collapse effects” covering all The results also provide Peter can search again,
collapse. types of research. Peter suggestions for related automatically using the
special topics, such as special topics as a basis for
F “Korean Financial Market”, F F
the new query, applying
and links to destinations for S additional parameters to the S
all suggested special topics. combined query as needed.
Peter refines the query, Peter sorts the returned Peter includes the saved
using terms related to the results by date, and filters links to the special topic
request such as corporate out several types of destinations in his response
governance, and setting the publications he does not to the analyst’s request.
scope to specific countries need to satisfy the request,
the analyst is interested in, and chooses five pieces of Peter dispatches the
such as Korea and research to download at downloaded files to the
Singapore. once, in the format the analyst.
F analyst prefers. F
IR Modes Referenced
F Finding M Monitoring
S Stable Destination D Delivery
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 51 Joe Lamantia 82
116. Understanders and Decision Makers
Scenario: Monitor Portfolio (Activity / Research)
Anike W. | Portfolio Manager
Track research published across portfolio of issuers
Anike manages a portfolio of Anike regularly visits the Anike’s group destinations Anike needs to know
credit issues from a large destinations for her groups provide a list of recent rating immediately of any changes
number of issuers. She has to see what new research of actions for her issuers, in the outlook for one issuer
created several groups of interest to her is available. gather links to all new in the news for potential
issuers on Client.com to help research of chosen types on difficulties.
her monitor the changes in the issues, list industries
Client view of the issues and covered by the group, She creates an alert that will
issuers in her portfolios. indicate new research send her notice of an rating
published on the issuers, and action or new research
S S offer destinations for the S mentioning this issuer or S
M M regions where issues are M issue. M
domiciled.
Anike may need to change
the mix in her portfolio. Her
groups destination includes a
cross-reference link to
information on three issuers
in her group offered by the
Market Implied Ratings
product.
Anike’s firm may purchase S
MIR, so she follows the link. M
IR Modes Referenced
F Finding M Monitoring
S Stable Destination D Delivery
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 52 Joe Lamantia 83
117. Reference Users
Scenario: Customer Support
Margaret T. | Client Service Desk
Service desk assists customer
A frustrated customer calls Margaret locates the Annual She offers to explain three She explains where the list
the Client Service Desk to Default Report in the list of easy ways to obtain the appears at key locations
retrieve the Annual Default “Most Requested Items” study that are faster than throughout Client.com, such
Study, without checking calling. as the home page.
Client.com. Margaret asks what file
format the customer prefers. Margaret recommends using She tells the customer how
After many failed attempts in the “Most Requested Items” to directly download the
the past, the customer She emails the Annual list which gathers the most latest version of the ADR and
refuses to try finding things Default Study to the needed publications across other commonly needed
on Client.com… customer. S all business lines and S publications in a variety of S
document types. file formats.
Margaret also tells the She describes different The customer asks how to The customer thanks
customer how to bookmark delivery channels for the set this up. Margaret for making things
the destination page for the alerts, email, RSS, etc. easier to find without
Annual Default Study, where Margaret guides the mistakes, wasted time, or
the latest version is always The customer does not want customer through setting up making many phone calls.
available. to receive any additional a subscription to the Annual
alerts. Default Report by activating
She explains how the Margaret explains how the this feature (from the
customer can set an alert to customer can have the latest bookmarked destination
be notified when the Annual S version of the Annual Default page, or other locations).
Default study is updated. M Study automatically sent M
out. D D
IR Modes Referenced
F Finding M Monitoring
S Stable Destination D Delivery
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 53 Joe Lamantia 84
118. Understanders and Decision Makers
Scenario: Understand & Interpret Methodology
Simon L. | Ratings Advisor
Customer quickly locates methodology documents
Simon, a ratings advisor at Simon logs on to Client.com. Simon wants a longer term Simon quickly locates the
an investment bank, needs Simon is presented with view of Client methodologies methodology publications
to understand Client method recent and frequently for structured finance. He pertaining to asset backed
for rating asset backed requested publications in the navigates to the linked securities.
securities.. area of structured finance, destination for all
based on his role, profile, methodology publications, He selects several that meet
and interests. and focuses on the segment his needs, indicates that he
for structured finance. wants them added to a new
packet of documents for
S S later use. S
M M
Simon chooses to download On the methodologies page, Simon begins listening to the He follows the link to the
the methodology documents Simon sees a reference to a recorded, to see if he should destination page for the
immediately, as well as save recorded Client briefing on listen to the entire briefing analyst, to see if the analyst
the packet for later. emerging markets now, later, or at all. has written any interesting
methodologies. publications recently.
He reviews the packet, While listening, Simon
chooses the file format, and He reviews the summary of recognizes the name of a Simon stops and bookmarks
downloads the individual files the briefing. It includes a list Client analyst in the list of the recorded briefing for
all at the same time. of the other topics addressed participants. later, and begins to review
S in the call, as well as the S S the downloaded S
agenda and Client methodology documents.
participants.
IR Modes Referenced
F Finding M Monitoring
S Stable Destination D Delivery
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 54 Joe Lamantia 85
119. Using Scenarios
Challenges
• Making the scenarios comprehensive across
tasks and user types, given the large number of
user types in the User Needs Matrix
• Incorporating personas that illustrated differences
in how users might interact with the system
• Differences in the usersʼ end goals and job
requirements
• Client requested modifications very late in the
process
Findings
• Scenarios support an overall vision of customer
experience and solution
• Technical clients often to try to mold scenarios
into use cases
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 86
120. What is the offering?
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121. IR Requirements
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122. Narrative Continuity
Narrative Continuity
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123. Narrative Continuity
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Narrative Continuity
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 89
124. Narrative Continuity
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tiv
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Narrative Continuity
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 89
125. Narrative Continuity
e
tiv
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Narrative Continuity
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126. Narrative Continuity
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en
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tiv
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Narrative Continuity
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 89
127. Narrative Continuity
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tiv
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Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 89
128. Narrative Continuity
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Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 89
129. Patterns
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 90
130. Patterns
Repeated combinations of the modes
Longer-term perspective on behavior
Clarify experience value
Identify strategic opportunity
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 91
131. Desire path
From Wikipedia, the free encyclopedia
A desire path (or desire line) is a path developed by erosion caused by animal
or human footfall. The path usually represents the shortest or most easily
navigated route between an origin and destination. The width and amount of
erosion of the line represents the amount of demand.
The term was coined by Gaston Bachelard in his book The Poetics of Space.[1]
Desire paths can usually be found as shortcuts where constructed pathways take
a circuitous route.
http://en.wikipedia.org/wiki/Desire_path
132. Desire path
From Wikipedia, the free encyclopedia
A desire path (or desire line) is a path developed by erosion caused by animal
or human footfall. The path usually represents the shortest or most easily
navigated route between an origin and destination. The width and amount of
erosion of the line represents the amount of demand.
The term was coined by Gaston Bachelard in his book The Poetics of Space.[1]
Desire paths can usually be found as shortcuts where constructed pathways take
a circuitous route.
http://en.wikipedia.org/wiki/Desire_path
133. Information Retrieval Patterns
Seeker
The Seeker is looking for something.
Once found, the Seeker goes elsewhere to accomplish other goals.
Visiting Stable
Seeking
Destinations
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 93
134. Example
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 94
135. Information Retrieval Patterns
Regular Customer
The Regular Customer visits the same destination(s) consistently for the same
reasons. Then the Regular Customer realizes they can save the time and effort of
visiting, and switches modes to have the things they need delivered directly to them.
Visiting Stable
Delivery
Destinations
Designing the Experience of Information Retrieval : Janus Boye Conference 2009 Joe Lamantia 95
This client is integrating a series of siloed products that provide a substantial body of qualitative research and quantitative analytics tools into an single services delivery platform relying on a common user experience framework and technology architecture. The eventual user experience must meet the needs of a diverse population of customers and internal users, working in the complex financial services domain.
We will trace the co-evolution of the information architecture and taxonomy efforts, beginning with identifying business drivers and establishing a vision, and progressing to the most recent design iterations.
Photo from http://www.flickr.com/photos/barvault/605379975/
It is a general method. It is the systematic generation of theory from systematic research.  It is a set of rigorous research procedures leading to the emergence of conceptual categories.  These concepts/categories are related to each other as a theoretical explanation of the action(s) that continually resolves the main concern of the participants in a substantive area.
The Discovery of Grounded Theory is a 1967 book (ISBN 0-202-30260-1) by Barney Glaser and Anselm Strauss on grounded theory.
After their success with Awareness of Dying, Glaser and Strauss decided to write a book on methodology. The Discovery of Grounded Theory was meant to invite and motivate people to use the newly developed methodology. Unlike later works, it does not provide much advice on how to put the theory into practice.
The authors had several goals in mind when writing the book:
Legitimize qualitative research. Having a reference book by established authors helped students defend qualitative studies which were not widely accepted at the time.
Criticize functionalists like Talcott Parsons and his student Robert K. Merton who in turn had been a teacher of Barney Glaser.
Demonstrate the possibility of building theories from data, something that many qualitative researchers doubt to this day, instead choosing to stick with mere ethnographic descriptions.
http://en.wikipedia.org/wiki/The_Discovery_of_Grounded_Theory
Hypothesis testing versus emergence
What most differentiates grounded theory from much other research is that it is explicitly emergent.  It does not test a hypothesis.  It sets out to find what theory accounts for the research situation as it is.  In this respect it is like action research: the aim is to understand the research situation.  The aim, as Glaser in particular states it, is to discover the theory implicit in the data.
This distinction between "emergence and forcing", as Glaser frames it, is fundamental to understanding the methodology.  Most of you, whatever your discipline, will have been exposed more to hypothesis-testing research than to emergent research.  The research processes you have learned and the thesis structures you have internalised are those of hypothesis testing, not of emergence.  Doing grounded theory well is partly a matter of unlearning some of what you have been taught or have acquired through your reading.
If you judge grounded theory by the criteria you have learned to use for hypothesis testing research you will likely misjudge it, perhaps badly.  In particular, the place of literature is quite different.  So is the way in which both methodology and theory develop gradually as data and interpretations accumulate.
In particular, judgments about the rigour of research are often based on narrow criteria: criteria which make sense only for the methodology for which they were developed.  Grounded theory has its own sources of rigour.  It is responsive to the situation in which the research is done.  There is a continuing search for evidence which disconfirms the emerging theory.  It is driven by the data in such a way that the final shape of the theory is likely to provide a good fit to the situation.
In fact, Glaser suggests two main criteria for judging the adequacy of the emerging theory: that it fits the situation;  and that it works -- that it helps the people in the situation to make sense of their experience and to manage the situation better.
Elsewhere, I’ve offered similar arguments in favour of action research.  In particular, I draw your attention to my 1999 paper to the AQR conference, and the recent paper on data driven research.
Now, the elements in more detail ... 
http://www.scu.edu.au/schools/gcm/ar/arp/grounded.html#a_gt_hypoth
Results on a single financial statement.
Emphasize analyst role as interpreter of reseacr, not person who finds things and creates profiles (tasks for customer support).
Emphasize capabilities for person centered finding.
Results on a single financial statement.
Emphasize analyst role as interpreter of reseacr, not person who finds things and creates profiles (tasks for customer support).
Emphasize capabilities for person centered finding.
Results on a single financial statement.
Emphasize analyst role as interpreter of reseacr, not person who finds things and creates profiles (tasks for customer support).
Emphasize capabilities for person centered finding.
Results on a single financial statement.
Emphasize analyst role as interpreter of reseacr, not person who finds things and creates profiles (tasks for customer support).
Emphasize capabilities for person centered finding.
Results on a single financial statement.
Emphasize analyst role as interpreter of reseacr, not person who finds things and creates profiles (tasks for customer support).
Emphasize capabilities for person centered finding.
Results on a single financial statement.
Emphasize analyst role as interpreter of reseacr, not person who finds things and creates profiles (tasks for customer support).
Emphasize capabilities for person centered finding.
What is a wave?
A wave is equal parts conversation and document. People can communicate and work together with richly formatted text, photos, videos, maps, and more.
A wave is shared. Any participant can reply anywhere in the message, edit the content and add participants at any point in the process. Then playback lets anyone rewind the wave to see who said what and when.
A wave is live. With live transmission as you type, participants on a wave can have faster conversations, see edits and interact with extensions in real-time.
http://www.flickr.com/photos/marketingfacts/3575434336/