SlideShare a Scribd company logo
1 of 26
Download to read offline
Developing in Context – A Case Study
Keita Del Valle | Corporate Sales Operations
Designs must always be put to work in
particular contexts, adopted and adapted
by people in the course of practice.
~ Ackerman
Sociotechnical gap
A New Way to Consider Context
Technology Non-Use
Lagging Adoption
People haven’t begun using your technology … yet
~ Satchell & Dourish
Active Resistance
A positive effort to resist technology
~ Satchell & Dourish
Disenchantment
Wistfulness for a world passing out of existence.
~ Satchell & Dourish
Disenfranchisement
Economic, social, infrastructural, geographical
barriers exist. ~ Satchell & Dourish
Displacement
When secondhand use gives new meaning to the
word “user.” ~ Satchell & Dourish
Disinterest
Your technology is not of interest to the broader
population. ~ Satchell & Dourish
Context Case Study
Urban Sustainability
Display
Background
• 3-year research project: Swarms in Urban Villages
• Study how new media can assist social interaction in urban areas
• Phase 1: Pilot study with 15 participants, 19-65, living in inner city
• Phase 2: Urban Personas & Sci Fi Scenarios
• Phase 3: Prototyping an urban screen
~ Satchell, Hearn, et al
“When I paid for this flat, I paid for a level of anonymity. I don’t want my face on a
picture board next to the lift – I’m like Jerry in that Seinfeld episode when he tries to
avoid other people in his building knowing who he is.”
Develop technologies that blend into or even
disappear into everyday surroundings
~ Leroy
“There are some people that want to be involved in things going on in the
community. Or at least want to know about it. I’m not that guy.”
~ Mikey
~ Satchell, Hearn, et al
“It’s bad enough that I have to live with people next to me, above and below me,
without having some sort of digital display in the lobby to remind me. I am repulsed
by that thought.”
Develop interfaces that provide information
in an ambient manner.
~ Leroy
~ Satchell, Hearn, et al
“If it can’t just shut down when I walk past, at least let it show mountains or
something that has nothing to do with the city.”
Develop subtle or escapist displays that
appeal to those who don’t want them and
doesn’t alienate those that do.
~ Leroy
~ Satchell, Hearn, et al
Use and Non-Use in Context
Users Non-Users
Localized, mashed up,
personalized content
Avoid digital reminders that
they’re surrounded by others
Streamlined, relevant to
day-to-day
Blend in and go unnoticed by
people & technology itself
Suburban nostalgia Urban nostalgia
~ Satchell, Hearn, et al
~ Satchell, Hearn, et al
Context Case Study
CRMs
Background
• Company-wide mandate to use CRM
• 3 distributed sales teams
• 3-5 month study period
• Data gathering: observations, interviews, examination of artifacts
~ Cefkin, Thomas & Blomberg
Use and Non-Use in Context
Do-it-Alike (Users) Do-it-as-you-Like (Non-Users)
Information recorded directly into
CRM tool by each team member
Information tracked and recorded
using whatever tools work best
Everyone responsible for
interacting with & populating CRM
Team interact directly with CRM
tool when deemed valuable
Focus of weekly pipeline review:
CRM tool, its use, the information
it contains - emphasis on process
completion
Focus of weekly pipeline review:
current activities, state of active
opportunities, strategic initiatives
~ Cefkin, Thomas & Blomberg
It’s risky to evaluate technology with no solid
understanding of how it’ll be enacted in
practice.
“We found that allowing individual variability in how sales pipeline information was
maintained and reported facilitated information exchange and enhanced
meaningful interactions among team members.”
~ Cefkin, Thomas, Blomberg
Ideas for Developing
in Context
Takeaway Ideas for Developing in Context
• Find creative approaches to “take seriously” those cases where
technology and practice aren’t coming together
• Realize non-use is often meaningful and nuanced
• Understand how excessive focus on tool use impacts work
• Develop tools that embrace flexible use and application
• Think of users as ACTIVE - creating the circumstances, contexts,
and consequences for your products.
~ Satchell & Dourish
~ Satchell & Dourish
~ Satchell & Dourish
~ Cefkin, Thomas, & Blomberg
~ Cefkin, Thomas, & Blomberg
What is our responsibility?
Resources
Cited Papers
• Beyond the User: Use and Non-Use in HCI – Christine Satchell and Paul Dourish
• Suburban Nostalgia: The Community Building Potential of Urban Screens -
Christine Satchell, Greg Hearn, Marcus Foth, Ronald Schroeter
• The Implications of Enterprise-wide Pipeline Management Tools for
Organizational Relations and Exchanges – Melissa Cefkin, Jakita Thomas,
Jeanette Blomberg
• The Intellectual Challenge of CSCW: The Gap Between Social Requirements
and Technical Feasibility – Mark Ackerman
Developing in Context - A Case Study

More Related Content

What's hot

Comprehensive Waag Society Overview
Comprehensive Waag Society OverviewComprehensive Waag Society Overview
Comprehensive Waag Society OverviewFrank Kresin
 
How Technology is Changing Disaster Management
How Technology is Changing Disaster ManagementHow Technology is Changing Disaster Management
How Technology is Changing Disaster ManagementGisli Olafsson
 
The Meaning of the Platform Organization
The Meaning of the Platform OrganizationThe Meaning of the Platform Organization
The Meaning of the Platform OrganizationSimone Cicero
 
Design for Social Innovation A Brief Overview
Design for Social Innovation A Brief OverviewDesign for Social Innovation A Brief Overview
Design for Social Innovation A Brief OverviewPenny Hagen
 
Amsterdam Smart Citizens Lab
Amsterdam Smart Citizens LabAmsterdam Smart Citizens Lab
Amsterdam Smart Citizens LabFrank Kresin
 
Luigina Ciolfi inaugural lecture 2019
Luigina Ciolfi inaugural lecture 2019Luigina Ciolfi inaugural lecture 2019
Luigina Ciolfi inaugural lecture 2019Luigina Ciolfi
 
Open Innovation Methodologies @Waag Society
Open Innovation Methodologies @Waag Society Open Innovation Methodologies @Waag Society
Open Innovation Methodologies @Waag Society Frank Kresin
 
Smart cities : Putting people first
Smart cities : Putting people first Smart cities : Putting people first
Smart cities : Putting people first Snook
 
Disrupting Humanitarian Response
Disrupting Humanitarian ResponseDisrupting Humanitarian Response
Disrupting Humanitarian ResponseGisli Olafsson
 
Computers by heistking
Computers by heistkingComputers by heistking
Computers by heistkingheistking
 
Smart cities and open data
Smart cities and open dataSmart cities and open data
Smart cities and open dataJodi Allemeier
 
The Fundamentals of Third Generation Science Park Concept
 The Fundamentals of Third Generation Science Park Concept The Fundamentals of Third Generation Science Park Concept
The Fundamentals of Third Generation Science Park ConceptIlkka Kakko
 
Business ecosystems & culture innovation
Business ecosystems & culture innovation Business ecosystems & culture innovation
Business ecosystems & culture innovation Annalie Killian
 
Future Views Rising Tide conference June 29th
Future Views Rising Tide conference June 29th Future Views Rising Tide conference June 29th
Future Views Rising Tide conference June 29th Bridgetmck
 
Haiyan Response - ISCRAM Panel Presentation
Haiyan Response - ISCRAM Panel PresentationHaiyan Response - ISCRAM Panel Presentation
Haiyan Response - ISCRAM Panel PresentationGisli Olafsson
 

What's hot (17)

Systems Oriented Design in a Nutshell
Systems Oriented Design in a NutshellSystems Oriented Design in a Nutshell
Systems Oriented Design in a Nutshell
 
Comprehensive Waag Society Overview
Comprehensive Waag Society OverviewComprehensive Waag Society Overview
Comprehensive Waag Society Overview
 
How Technology is Changing Disaster Management
How Technology is Changing Disaster ManagementHow Technology is Changing Disaster Management
How Technology is Changing Disaster Management
 
The Meaning of the Platform Organization
The Meaning of the Platform OrganizationThe Meaning of the Platform Organization
The Meaning of the Platform Organization
 
Design for Social Innovation A Brief Overview
Design for Social Innovation A Brief OverviewDesign for Social Innovation A Brief Overview
Design for Social Innovation A Brief Overview
 
Amsterdam Smart Citizens Lab
Amsterdam Smart Citizens LabAmsterdam Smart Citizens Lab
Amsterdam Smart Citizens Lab
 
Luigina Ciolfi inaugural lecture 2019
Luigina Ciolfi inaugural lecture 2019Luigina Ciolfi inaugural lecture 2019
Luigina Ciolfi inaugural lecture 2019
 
Open Innovation Methodologies @Waag Society
Open Innovation Methodologies @Waag Society Open Innovation Methodologies @Waag Society
Open Innovation Methodologies @Waag Society
 
Smart cities : Putting people first
Smart cities : Putting people first Smart cities : Putting people first
Smart cities : Putting people first
 
Disrupting Humanitarian Response
Disrupting Humanitarian ResponseDisrupting Humanitarian Response
Disrupting Humanitarian Response
 
Computers by heistking
Computers by heistkingComputers by heistking
Computers by heistking
 
UX = User + Experience [ONA15]
UX = User + Experience [ONA15]UX = User + Experience [ONA15]
UX = User + Experience [ONA15]
 
Smart cities and open data
Smart cities and open dataSmart cities and open data
Smart cities and open data
 
The Fundamentals of Third Generation Science Park Concept
 The Fundamentals of Third Generation Science Park Concept The Fundamentals of Third Generation Science Park Concept
The Fundamentals of Third Generation Science Park Concept
 
Business ecosystems & culture innovation
Business ecosystems & culture innovation Business ecosystems & culture innovation
Business ecosystems & culture innovation
 
Future Views Rising Tide conference June 29th
Future Views Rising Tide conference June 29th Future Views Rising Tide conference June 29th
Future Views Rising Tide conference June 29th
 
Haiyan Response - ISCRAM Panel Presentation
Haiyan Response - ISCRAM Panel PresentationHaiyan Response - ISCRAM Panel Presentation
Haiyan Response - ISCRAM Panel Presentation
 

Viewers also liked

Kick-off for the User Experience (UX) & User Interface (UI) Summit: Developme...
Kick-off for the User Experience (UX) & User Interface (UI) Summit: Developme...Kick-off for the User Experience (UX) & User Interface (UI) Summit: Developme...
Kick-off for the User Experience (UX) & User Interface (UI) Summit: Developme...Frank Garofalo
 
Esri DevSummit DC 2015 - Resumo - AndradeJeff
Esri DevSummit DC 2015 - Resumo - AndradeJeffEsri DevSummit DC 2015 - Resumo - AndradeJeff
Esri DevSummit DC 2015 - Resumo - AndradeJeffJefferson Andrade
 
Deep Dive into the ArcGIS Geotrigger Service - Esri DevSummit Dubai 2013
Deep Dive into the ArcGIS Geotrigger Service - Esri DevSummit Dubai 2013Deep Dive into the ArcGIS Geotrigger Service - Esri DevSummit Dubai 2013
Deep Dive into the ArcGIS Geotrigger Service - Esri DevSummit Dubai 2013Aaron Parecki
 
프론트엔드 개발자를 위한 크롬 렌더링 성능인자 이해하기
프론트엔드 개발자를 위한 크롬 렌더링 성능인자 이해하기프론트엔드 개발자를 위한 크롬 렌더링 성능인자 이해하기
프론트엔드 개발자를 위한 크롬 렌더링 성능인자 이해하기Chang W. Doh
 
Using ArcGIS with OAuth 2.0 - Esri DevSummit Dubai 2013
Using ArcGIS with OAuth 2.0 - Esri DevSummit Dubai 2013Using ArcGIS with OAuth 2.0 - Esri DevSummit Dubai 2013
Using ArcGIS with OAuth 2.0 - Esri DevSummit Dubai 2013Aaron Parecki
 
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 2 of 2)
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 2 of 2)DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 2 of 2)
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 2 of 2)Frank Garofalo
 
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 1 of 2)
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 1 of 2)DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 1 of 2)
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 1 of 2)Frank Garofalo
 

Viewers also liked (7)

Kick-off for the User Experience (UX) & User Interface (UI) Summit: Developme...
Kick-off for the User Experience (UX) & User Interface (UI) Summit: Developme...Kick-off for the User Experience (UX) & User Interface (UI) Summit: Developme...
Kick-off for the User Experience (UX) & User Interface (UI) Summit: Developme...
 
Esri DevSummit DC 2015 - Resumo - AndradeJeff
Esri DevSummit DC 2015 - Resumo - AndradeJeffEsri DevSummit DC 2015 - Resumo - AndradeJeff
Esri DevSummit DC 2015 - Resumo - AndradeJeff
 
Deep Dive into the ArcGIS Geotrigger Service - Esri DevSummit Dubai 2013
Deep Dive into the ArcGIS Geotrigger Service - Esri DevSummit Dubai 2013Deep Dive into the ArcGIS Geotrigger Service - Esri DevSummit Dubai 2013
Deep Dive into the ArcGIS Geotrigger Service - Esri DevSummit Dubai 2013
 
프론트엔드 개발자를 위한 크롬 렌더링 성능인자 이해하기
프론트엔드 개발자를 위한 크롬 렌더링 성능인자 이해하기프론트엔드 개발자를 위한 크롬 렌더링 성능인자 이해하기
프론트엔드 개발자를 위한 크롬 렌더링 성능인자 이해하기
 
Using ArcGIS with OAuth 2.0 - Esri DevSummit Dubai 2013
Using ArcGIS with OAuth 2.0 - Esri DevSummit Dubai 2013Using ArcGIS with OAuth 2.0 - Esri DevSummit Dubai 2013
Using ArcGIS with OAuth 2.0 - Esri DevSummit Dubai 2013
 
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 2 of 2)
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 2 of 2)DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 2 of 2)
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 2 of 2)
 
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 1 of 2)
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 1 of 2)DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 1 of 2)
DevSummit 2016 PreSummit Workshop: Getting to Know Your Users (Part 1 of 2)
 

Similar to Developing in Context - A Case Study

Mediaspaces: Life After Convergence / Presentation at EBU Multimedia Forum 5....
Mediaspaces: Life After Convergence / Presentation at EBU Multimedia Forum 5....Mediaspaces: Life After Convergence / Presentation at EBU Multimedia Forum 5....
Mediaspaces: Life After Convergence / Presentation at EBU Multimedia Forum 5....Kari-Hans Kommonen
 
Rovaniemi tool to explore - tool fair xiv - 6.11.2019
Rovaniemi   tool to explore - tool fair xiv - 6.11.2019Rovaniemi   tool to explore - tool fair xiv - 6.11.2019
Rovaniemi tool to explore - tool fair xiv - 6.11.2019Verke
 
Technology, Poverty Reduction & the Responsbility of Engineers
Technology, Poverty Reduction & the Responsbility of EngineersTechnology, Poverty Reduction & the Responsbility of Engineers
Technology, Poverty Reduction & the Responsbility of EngineersIlse Oosterlaken
 
Experimental Modes of Civic Engagement in Civic Tech: Meeting people where th...
Experimental Modes of Civic Engagement in Civic Tech: Meeting people where th...Experimental Modes of Civic Engagement in Civic Tech: Meeting people where th...
Experimental Modes of Civic Engagement in Civic Tech: Meeting people where th...Smart Chicago Collaborative
 
Knudsen sandvik challenging-smart-in-smartcity-strategies
Knudsen sandvik challenging-smart-in-smartcity-strategiesKnudsen sandvik challenging-smart-in-smartcity-strategies
Knudsen sandvik challenging-smart-in-smartcity-strategiesKjetil Sandvik
 
Technology as a Cultural Practice - UX Australia
Technology as a Cultural Practice - UX AustraliaTechnology as a Cultural Practice - UX Australia
Technology as a Cultural Practice - UX AustraliaRachel Hinman
 
Payal Arora: Expert Practice
Payal Arora: Expert PracticePayal Arora: Expert Practice
Payal Arora: Expert PracticeDr. Payal Arora
 
Challenges, Opportunities and Risks for a Smart Future
Challenges, Opportunities and Risks for a Smart FutureChallenges, Opportunities and Risks for a Smart Future
Challenges, Opportunities and Risks for a Smart FutureMLOVE ConFestival
 
Challenges, Opportunities and Risks for a Smart Future
Challenges, Opportunities and Risks for a Smart Future Challenges, Opportunities and Risks for a Smart Future
Challenges, Opportunities and Risks for a Smart Future VISITOR First
 
CLICKNL DRIVE 2018 | 24 OCT | Designing with Future Emerging Technologies
CLICKNL DRIVE 2018 | 24 OCT | Designing with Future Emerging TechnologiesCLICKNL DRIVE 2018 | 24 OCT | Designing with Future Emerging Technologies
CLICKNL DRIVE 2018 | 24 OCT | Designing with Future Emerging TechnologiesCLICKNL
 
Digital culture - a book chapter by Jan Van Dijk
Digital culture - a book chapter by Jan Van DijkDigital culture - a book chapter by Jan Van Dijk
Digital culture - a book chapter by Jan Van DijkXanat V. Meza
 
Rebranding Athens: The ABC and Agora Project.
Rebranding Athens: The ABC and Agora Project.Rebranding Athens: The ABC and Agora Project.
Rebranding Athens: The ABC and Agora Project.SmartCitiesTeam
 
Setting up my inclusive business
Setting up my inclusive businessSetting up my inclusive business
Setting up my inclusive businessKarel Van Isacker
 
University of Kent - Challenge Brief - Empathic Design
University of Kent - Challenge Brief - Empathic DesignUniversity of Kent - Challenge Brief - Empathic Design
University of Kent - Challenge Brief - Empathic DesignNoel Hatch
 
A tale from the future, by Eugenio Battaglia
A tale from the future, by Eugenio BattagliaA tale from the future, by Eugenio Battaglia
A tale from the future, by Eugenio Battagliabioflux
 
Citizen Centric Governance in Europe
Citizen Centric Governance in EuropeCitizen Centric Governance in Europe
Citizen Centric Governance in EuropeFrancesco Niglia
 
Be here when - communities and how they use technology to design themselves
Be here when - communities and how they use technology to design themselvesBe here when - communities and how they use technology to design themselves
Be here when - communities and how they use technology to design themselvesJohn David Smith
 

Similar to Developing in Context - A Case Study (20)

Mediaspaces: Life After Convergence / Presentation at EBU Multimedia Forum 5....
Mediaspaces: Life After Convergence / Presentation at EBU Multimedia Forum 5....Mediaspaces: Life After Convergence / Presentation at EBU Multimedia Forum 5....
Mediaspaces: Life After Convergence / Presentation at EBU Multimedia Forum 5....
 
Rovaniemi tool to explore - tool fair xiv - 6.11.2019
Rovaniemi   tool to explore - tool fair xiv - 6.11.2019Rovaniemi   tool to explore - tool fair xiv - 6.11.2019
Rovaniemi tool to explore - tool fair xiv - 6.11.2019
 
Technology, Poverty Reduction & the Responsbility of Engineers
Technology, Poverty Reduction & the Responsbility of EngineersTechnology, Poverty Reduction & the Responsbility of Engineers
Technology, Poverty Reduction & the Responsbility of Engineers
 
Experimental Modes of Civic Engagement in Civic Tech: Meeting people where th...
Experimental Modes of Civic Engagement in Civic Tech: Meeting people where th...Experimental Modes of Civic Engagement in Civic Tech: Meeting people where th...
Experimental Modes of Civic Engagement in Civic Tech: Meeting people where th...
 
Knudsen sandvik challenging-smart-in-smartcity-strategies
Knudsen sandvik challenging-smart-in-smartcity-strategiesKnudsen sandvik challenging-smart-in-smartcity-strategies
Knudsen sandvik challenging-smart-in-smartcity-strategies
 
Technology as a Cultural Practice - UX Australia
Technology as a Cultural Practice - UX AustraliaTechnology as a Cultural Practice - UX Australia
Technology as a Cultural Practice - UX Australia
 
Payal Arora: Expert Practice
Payal Arora: Expert PracticePayal Arora: Expert Practice
Payal Arora: Expert Practice
 
Profile
ProfileProfile
Profile
 
Challenges, Opportunities and Risks for a Smart Future
Challenges, Opportunities and Risks for a Smart FutureChallenges, Opportunities and Risks for a Smart Future
Challenges, Opportunities and Risks for a Smart Future
 
Challenges, Opportunities and Risks for a Smart Future
Challenges, Opportunities and Risks for a Smart Future Challenges, Opportunities and Risks for a Smart Future
Challenges, Opportunities and Risks for a Smart Future
 
CLICKNL DRIVE 2018 | 24 OCT | Designing with Future Emerging Technologies
CLICKNL DRIVE 2018 | 24 OCT | Designing with Future Emerging TechnologiesCLICKNL DRIVE 2018 | 24 OCT | Designing with Future Emerging Technologies
CLICKNL DRIVE 2018 | 24 OCT | Designing with Future Emerging Technologies
 
Smarttax3
Smarttax3Smarttax3
Smarttax3
 
Civic making 1
Civic making 1Civic making 1
Civic making 1
 
Digital culture - a book chapter by Jan Van Dijk
Digital culture - a book chapter by Jan Van DijkDigital culture - a book chapter by Jan Van Dijk
Digital culture - a book chapter by Jan Van Dijk
 
Rebranding Athens: The ABC and Agora Project.
Rebranding Athens: The ABC and Agora Project.Rebranding Athens: The ABC and Agora Project.
Rebranding Athens: The ABC and Agora Project.
 
Setting up my inclusive business
Setting up my inclusive businessSetting up my inclusive business
Setting up my inclusive business
 
University of Kent - Challenge Brief - Empathic Design
University of Kent - Challenge Brief - Empathic DesignUniversity of Kent - Challenge Brief - Empathic Design
University of Kent - Challenge Brief - Empathic Design
 
A tale from the future, by Eugenio Battaglia
A tale from the future, by Eugenio BattagliaA tale from the future, by Eugenio Battaglia
A tale from the future, by Eugenio Battaglia
 
Citizen Centric Governance in Europe
Citizen Centric Governance in EuropeCitizen Centric Governance in Europe
Citizen Centric Governance in Europe
 
Be here when - communities and how they use technology to design themselves
Be here when - communities and how they use technology to design themselvesBe here when - communities and how they use technology to design themselves
Be here when - communities and how they use technology to design themselves
 

Recently uploaded

Connecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfConnecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfNeo4j
 
Generative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfGenerative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfIngrid Airi González
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Mark Goldstein
 
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Mark Simos
 
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS:  6 Ways to Automate Your Data IntegrationBridging Between CAD & GIS:  6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integrationmarketing932765
 
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesMuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesManik S Magar
 
Français Patch Tuesday - Avril
Français Patch Tuesday - AvrilFrançais Patch Tuesday - Avril
Français Patch Tuesday - AvrilIvanti
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfpanagenda
 
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Jeffrey Haguewood
 
Emixa Mendix Meetup 11 April 2024 about Mendix Native development
Emixa Mendix Meetup 11 April 2024 about Mendix Native developmentEmixa Mendix Meetup 11 April 2024 about Mendix Native development
Emixa Mendix Meetup 11 April 2024 about Mendix Native developmentPim van der Noll
 
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better StrongerModern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better Strongerpanagenda
 
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...Nikki Chapple
 
Long journey of Ruby standard library at RubyConf AU 2024
Long journey of Ruby standard library at RubyConf AU 2024Long journey of Ruby standard library at RubyConf AU 2024
Long journey of Ruby standard library at RubyConf AU 2024Hiroshi SHIBATA
 
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...itnewsafrica
 
Decarbonising Buildings: Making a net-zero built environment a reality
Decarbonising Buildings: Making a net-zero built environment a realityDecarbonising Buildings: Making a net-zero built environment a reality
Decarbonising Buildings: Making a net-zero built environment a realityIES VE
 
A Framework for Development in the AI Age
A Framework for Development in the AI AgeA Framework for Development in the AI Age
A Framework for Development in the AI AgeCprime
 
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxGenerative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxfnnc6jmgwh
 
Kuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialKuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialJoão Esperancinha
 
Digital Tools & AI in Career Development
Digital Tools & AI in Career DevelopmentDigital Tools & AI in Career Development
Digital Tools & AI in Career DevelopmentMahmoud Rabie
 

Recently uploaded (20)

Connecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfConnecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdf
 
Generative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfGenerative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdf
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
 
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
 
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS:  6 Ways to Automate Your Data IntegrationBridging Between CAD & GIS:  6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
 
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesMuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
 
Français Patch Tuesday - Avril
Français Patch Tuesday - AvrilFrançais Patch Tuesday - Avril
Français Patch Tuesday - Avril
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
 
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
 
Emixa Mendix Meetup 11 April 2024 about Mendix Native development
Emixa Mendix Meetup 11 April 2024 about Mendix Native developmentEmixa Mendix Meetup 11 April 2024 about Mendix Native development
Emixa Mendix Meetup 11 April 2024 about Mendix Native development
 
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better StrongerModern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
 
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
Microsoft 365 Copilot: How to boost your productivity with AI – Part two: Dat...
 
Long journey of Ruby standard library at RubyConf AU 2024
Long journey of Ruby standard library at RubyConf AU 2024Long journey of Ruby standard library at RubyConf AU 2024
Long journey of Ruby standard library at RubyConf AU 2024
 
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
 
Decarbonising Buildings: Making a net-zero built environment a reality
Decarbonising Buildings: Making a net-zero built environment a realityDecarbonising Buildings: Making a net-zero built environment a reality
Decarbonising Buildings: Making a net-zero built environment a reality
 
A Framework for Development in the AI Age
A Framework for Development in the AI AgeA Framework for Development in the AI Age
A Framework for Development in the AI Age
 
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxGenerative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
 
Kuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialKuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorial
 
How Tech Giants Cut Corners to Harvest Data for A.I.
How Tech Giants Cut Corners to Harvest Data for A.I.How Tech Giants Cut Corners to Harvest Data for A.I.
How Tech Giants Cut Corners to Harvest Data for A.I.
 
Digital Tools & AI in Career Development
Digital Tools & AI in Career DevelopmentDigital Tools & AI in Career Development
Digital Tools & AI in Career Development
 

Developing in Context - A Case Study

  • 1. Developing in Context – A Case Study Keita Del Valle | Corporate Sales Operations
  • 2. Designs must always be put to work in particular contexts, adopted and adapted by people in the course of practice. ~ Ackerman Sociotechnical gap
  • 3. A New Way to Consider Context Technology Non-Use
  • 4. Lagging Adoption People haven’t begun using your technology … yet ~ Satchell & Dourish
  • 5. Active Resistance A positive effort to resist technology ~ Satchell & Dourish
  • 6. Disenchantment Wistfulness for a world passing out of existence. ~ Satchell & Dourish
  • 7. Disenfranchisement Economic, social, infrastructural, geographical barriers exist. ~ Satchell & Dourish
  • 8. Displacement When secondhand use gives new meaning to the word “user.” ~ Satchell & Dourish
  • 9. Disinterest Your technology is not of interest to the broader population. ~ Satchell & Dourish
  • 10. Context Case Study Urban Sustainability Display
  • 11. Background • 3-year research project: Swarms in Urban Villages • Study how new media can assist social interaction in urban areas • Phase 1: Pilot study with 15 participants, 19-65, living in inner city • Phase 2: Urban Personas & Sci Fi Scenarios • Phase 3: Prototyping an urban screen ~ Satchell, Hearn, et al
  • 12. “When I paid for this flat, I paid for a level of anonymity. I don’t want my face on a picture board next to the lift – I’m like Jerry in that Seinfeld episode when he tries to avoid other people in his building knowing who he is.” Develop technologies that blend into or even disappear into everyday surroundings ~ Leroy “There are some people that want to be involved in things going on in the community. Or at least want to know about it. I’m not that guy.” ~ Mikey ~ Satchell, Hearn, et al
  • 13. “It’s bad enough that I have to live with people next to me, above and below me, without having some sort of digital display in the lobby to remind me. I am repulsed by that thought.” Develop interfaces that provide information in an ambient manner. ~ Leroy ~ Satchell, Hearn, et al
  • 14. “If it can’t just shut down when I walk past, at least let it show mountains or something that has nothing to do with the city.” Develop subtle or escapist displays that appeal to those who don’t want them and doesn’t alienate those that do. ~ Leroy ~ Satchell, Hearn, et al
  • 15. Use and Non-Use in Context Users Non-Users Localized, mashed up, personalized content Avoid digital reminders that they’re surrounded by others Streamlined, relevant to day-to-day Blend in and go unnoticed by people & technology itself Suburban nostalgia Urban nostalgia ~ Satchell, Hearn, et al
  • 18. Background • Company-wide mandate to use CRM • 3 distributed sales teams • 3-5 month study period • Data gathering: observations, interviews, examination of artifacts ~ Cefkin, Thomas & Blomberg
  • 19. Use and Non-Use in Context Do-it-Alike (Users) Do-it-as-you-Like (Non-Users) Information recorded directly into CRM tool by each team member Information tracked and recorded using whatever tools work best Everyone responsible for interacting with & populating CRM Team interact directly with CRM tool when deemed valuable Focus of weekly pipeline review: CRM tool, its use, the information it contains - emphasis on process completion Focus of weekly pipeline review: current activities, state of active opportunities, strategic initiatives ~ Cefkin, Thomas & Blomberg
  • 20. It’s risky to evaluate technology with no solid understanding of how it’ll be enacted in practice. “We found that allowing individual variability in how sales pipeline information was maintained and reported facilitated information exchange and enhanced meaningful interactions among team members.” ~ Cefkin, Thomas, Blomberg
  • 22. Takeaway Ideas for Developing in Context • Find creative approaches to “take seriously” those cases where technology and practice aren’t coming together • Realize non-use is often meaningful and nuanced • Understand how excessive focus on tool use impacts work • Develop tools that embrace flexible use and application • Think of users as ACTIVE - creating the circumstances, contexts, and consequences for your products. ~ Satchell & Dourish ~ Satchell & Dourish ~ Satchell & Dourish ~ Cefkin, Thomas, & Blomberg ~ Cefkin, Thomas, & Blomberg
  • 23. What is our responsibility?
  • 25. Cited Papers • Beyond the User: Use and Non-Use in HCI – Christine Satchell and Paul Dourish • Suburban Nostalgia: The Community Building Potential of Urban Screens - Christine Satchell, Greg Hearn, Marcus Foth, Ronald Schroeter • The Implications of Enterprise-wide Pipeline Management Tools for Organizational Relations and Exchanges – Melissa Cefkin, Jakita Thomas, Jeanette Blomberg • The Intellectual Challenge of CSCW: The Gap Between Social Requirements and Technical Feasibility – Mark Ackerman

Editor's Notes

  1. The sociotechnical gap is, essentially, between our technological “reach” in the design process and the realities of technologies-in-practice ~Satchell & DourishThe gap is where all the interesting stuff happens, a natural consequence of human experience.Human activity is highly nuanced and contextualized ~AckermanPerspectives on the gap:gap is result of ignorance or habit by software designers and researchersgap will be solved shortly by some new technology or software techniquegap is merely a historical circumstance … we will adapt to the gap in some form … our culture will adapt itself to the limitations of the technology, so the technical limitations are not important …if the resources are important enough, we may slowly change social practice to adapt
  2. What other perspective can we take regarding the sociotechnical gap … in particular, when examining non-use?
  3. Popular graph of the technology adoption curve – however, this singularview of non-use only refers to people who do not use technology yet… other forms of non-use are invisible in this view.Historically, HCI’s attention has been on navigating this curve, addressing the question of why a particular technology has not yet moved from the early adopter phaseto the early majority phase and turning non-users into users.~ Satchell & DourishBut lagging adoption is not the only form of non-use to focus on … what can be learned from other forms of non-use?
  4. not simply a failure to adopt – i.e., an absence of action – the die-hards within the laggardsWhat we can learn: Early adopters and active resisters are both responding to and shaping cultural interpretations of technology, although in different ways. Their perspectives each play a role in how technology is proliferated in our culture.“Active resistance, then, is informative.”~ Satchell & Dourish
  5. What we can learn: theanxieties that nostalgia expresses about the here and now are often more telling than any appeal to the historical; it’s been said that nostalgia is often an appeal to “the way we never were.”~ Satchell & Dourish
  6. Physical and cognitive impairments are a big focus in HCI but others to consider are economic, social, infrastructural, geographicalWhat we can learn: Focusing too narrowly on use, particularly with high-end digital systems and services, automatically excludes some significant groups~ Satchell & Dourish
  7. Example: when only one or a few people in a village own a telephone, then the relaying of telephone messages can become a service performed on behalf of othersIs someone not a “user” when they have all the capacities of a device available to them, albeit at second hand? The technology still impacts their lives and their imaginations of themselves and their world, even if they do not press the buttons.What we can learn: “If we are interested in the encounters between people and technology, might these cases of displaced use not also be important?”~ Satchell & Dourish
  8. The major success of the iMac baffledthe tech industry … it signaled a significant shift in the user experience of computers.Interest in the iMaccentered around not how fast the processor was but rather “how closely the computer matched the curtains”.What we can learn: the issues that HCI/UX professionals focus on and find relevant are not necessarily the ones that the targeted audience feels connected to and what the target audience feels connected to may not be interesting to HCI/UX professionals.~ Satchell & Dourish
  9. I chose this case study because the developersdecided to design an urban screenfor non-users.Project Goal: Advance knowledge of how residentsin urban environments can be assisted in their social communication and interaction through the use of new media that bridge the physical and digital city.Phase 1: Gain insights into nuances and complexities of needsPhase 2: Apply insights from study to developing personas that would then inform use casesPhase 3:Exploring the user needs of the participants in the study through the scenariosThey found the perspective of those opposedto urban screens compelling. Therefore, their prototype wasn’t aimed specifically at those willing to embrace the technology. Rather, it was aimed at potential non-users who wanted to avoid digital screens in the first place.~ Satchell, Hearn, et al
  10. Quotes from opponents to project and the takeaway design implication
  11. Quote from opponent to project and the takeaway design implication
  12. Quote from opponent to project and the takeaway design implication
  13. Resulting design: The design prototype features an urban screen that appears to have a primarily aesthetic presence; however, the display is embedded with rich data feedback that has meaning to those who wish to engage with it. The data takes the form of feedback loops that represent the changing state of the local environment. Those interested in the air quality look at the sky. Those interested in temperature look at the sun, those interested in UV levels look at the clouds. Bus times are represented by the bus which advances through the screen. Users can download data from the screen to their mobile phones via Bluetooth. A sense of "being there" in real time is evoked with the night time sky fading to black and lights appearing in the building.~ Satchell, Hearn, et al
  14. I found this use/non-use study on CRMs interesting as I work with CRMs everyday as part of my work in Sales Operations.
  15. In the case of the non-users, relevant information still made it into the CRM but was done by a select few people. What we can learn: Their were advantages and disadvantages to each approach but CRM tool use had interesting implications for information exchange and organizational relations within the teams.~ Cefkin, Thomas & Blomberg
  16. Quote from researchers on the project and one of their takeaway conclusions
  17. “It is practice that gives form and meaning to technology”“If HCI merely contributes “cool toys” to the world, it will have failed in its intellectual mission.”“Need a fundamental understanding of how people really work and live in groups, organizations, communities, and other forms of collective life. Otherwise, we will produce unusable systems, badly mechanizing and distorting collaboration and other social activity.”Take “people’s concerns as primary rather than always attempting to interpret them as providing support for one sort of potential product or another”~ Satchell & Dourish