Masters thesis presentation 0413 melissa sorrick interaction design_installations and upgrades

702 views

Published on

Interaction Design Master's Thesis Presentation University of Kansas
April 2013

Published in: Design, Technology, Education
  • Be the first to comment

Masters thesis presentation 0413 melissa sorrick interaction design_installations and upgrades

  1. 1. Fillingthe VoidInteractions in SoftwareInstallations and Upgrades
  2. 2. Installation Backlog CLIENT COMPLAINTS AND CONCERNS
  3. 3. Internal experiences and a rogue team INSTALLATION TEAM
  4. 4. Research and Personas NOTES FROM ROUNDTABLES AND INTERVIEWSMiaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How can personas benefit product design processes? Design studies, 32(5), 417-430. doi: 10.1016/j.destud.2011.03.003
  5. 5. Research and PersonasMiaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How can personas benefit product design processes? Design studies, 32(5), 417-430. doi: 10.1016/j.destud.2011.03.003
  6. 6. Daniel Morrison, ABC Data Center PERSONA DEVELOPMENT
  7. 7. Daniel Morrison, ABC Data Center PERSONA DEVELOPMENT
  8. 8. PERSONA DEVELOPMENT
  9. 9. Who are ourconsumersFinancial services, health care solutions and insurance solutionsare the primary customers. The three groups want processing workcompleted efficiently and without legal trouble.
  10. 10. Consumer OpinionWhat is important to our customers?SpeedAccuracyTrustEase of useHow do consumers see us?FriendlyAccommodatingGivingProviding accessible customer serviceTrustworthyGartner research methodology placed our company in the niche playerquarter of the magic quadrant in 2012. According to Gartner, Nicheplayers focus successfully on a small segment, or are unfocused anddo not out-innovate or outperform others.
  11. 11. Consumer OpinionHow do we define ourselves in terms of the competition?What’s our advantage?We are a fully integrated process. Competitors force customers to purchasemultiple pieces in multiple places and do not look at business processesholistically.
  12. 12. Consumer OpinionWalk-AwayBenefit: Security
  13. 13. Daniel Morrison, ABC Data CenterDaniel Morrison,ABC Data CenterAge:26Gender: MaleRole or job title: Installation Specialist“My job is all about making sure installations get done when they are supposed to,and make sure they are done right. In order to do my job, I need to know what’savailable, what’s been promised and who needs it.”Key Characteristics: Dan is a recent college graduate who is new to the datacenter. He knows blade logic and server configuration.Tactical Responsibilities-Install new client environments.-Install upgrades when they become available.-Communicate upgrade availability to clients.-Coordinate environments AWD upgrades and installs.-Understand and record each AWD client configuration.Strategic Responsibilities-Teach new staff members information necessary to work in the ABC Data Center.-Create processes that allow team members to install in an orderly fashion.-Track the installation schedule.-Create failover and recovery processes.
  14. 14. Grace Woods, ABC Data CenterPersona: Grace Woods,ABC Data CenterAge:75Gender: FemaleRole or job title: Processing Specialist“My job is all about making sure that people get what they need after lifechanging events. If someone has a new baby, I process medical insurance forthat baby. If someone loses a loved one, I make sure that the family left behindis given the coverage they paid for.”Key Characteristics: Grace is a part-time employee with a mixed work historyof administrative assistance and sales. She has worked at ABC Data Center for10 years and maintains part-time work for additional health-care coverage.Tactical ResponsibilitiesProcess the highest priority work in the cue.-Record information into the ABC Data Center customer database.-Send communications to clients.-Meet daily and monthly production goals.Strategic Responsibilities-As a processor, Grace’s work plan does not focus on strategic responsibility.
  15. 15. Activity Theory & Installation This structural model of an activity system portrays the dynamic relationship between a subject, the object of his activity and the mediating tools employed during the activity, such as symbol systems, methods, and instruments (see below). It is in this Vygotskyan idea of mediation that the context information is included because different cultures choose different tools to perform their specific actions, which, in turn, “shape the way people act and think.” (Jonassen et al., 1999). Mediating Tools Subject ObjectInstructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  16. 16. Activity Theory & Installation To encompass community actions and to see the process more as a collective activity system, Engeström et al. (1999, 2002) depicts these triangular relationships graphically as shown below. The dynamics in this basic model states that through the recursive activity of a subject, or a team of subjects, who belong to a community whose activities are mediated through rules of relationship and division of labor, the object is transformed and projected into a broader final outcome. In addition, the subjects’ activities are organized hierarchically, according to Leontev (1978), in actions and operations. Mediating Tools Subject Object Rules Division of Labor CommunityInstructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  17. 17. Activity Theory & Installation STEP 1: Explain the purpose, motives, and goals of the activity system; STEP 2: Clarify the components of the activity system; that is, the subject, object, community, rules, and division of labor; STEP 3: Analyze the structure for all activities done by subjects; STEP 4: Analyze all the tools and mediators used by the activity system; STEP 5: Analyze the context within which activities take place; STEP 6: Link the outcomes of the previous steps to clarify the activity system dynamics. (Jonassen, 2011)Instructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  18. 18. Step 1: Explain the purpose, motives and goals of the activity system Purpose: Discover the best possible way to solve the collective installation issues. Motives: Reduce time spent diagnosing improper installation. (It could be days of searching through lines of code) Reduce cost spent diagnosing improper installation. Reduce customer frustration. Reduce internal frustration. Goals: Not all installation specialists that purchase our product are are educated about complex servers and hardware. The product created should be simple enough that anyone from the business could run the program and provide the customer service center enough information to diagnose the problem. ("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)Instructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  19. 19. Step 2: Clarify the components of the activity system; that is, the subject, object, community, rules, and division of labor Mediating Tools Subject Object Rules Division of Labor Community ("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)Instructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  20. 20. Step 2: Clarify the components of the activity system; that is, the subject, object, community, rules, and division of labor Linux  JBoss  DB2  guide Windows  Websphere  SQL  guide Solaris  Weblogic  Oracle  guide Network   InstallaCon   Redhat  Enterprise  Linux Microso>  Windows Oracle  Solaris Nodes Scripts Mediating Tools Client  InstallaCon  Specialist Subject Object Our  So>ware Rules Division of Labor OperaCng  System Community Client  polling  found  server   maintenance  generally  a  one   person  job. ApplicaCon  Server Financial  InsCtuCons Client  Help  Desk JVM  SeNngs Healthcare  InsCtuCons When  clients  can  not  determine   why  the  installaCon  configuraCon   Database  ConnecCvity Insurance  InsCtuCons is  not  working  they  contact  the  help   desk. JMS Our  own  people ("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)Instructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  21. 21. Step 3: Analyze the structure for all activities done by subjects STORYBOARDING: User Story Mapping is an approach to Organizing and Prioritizing user stories Unlike typical user story backlogs, Story Maps: make visible the workflow or value chain show the relationships of larger stories to their child stories help confirm the completeness of your backlog provide a useful context for prioritization Plan releases in complete and valuable slices of functionality. Story Maps support the primary intent of user stories, rich discussionPatton, J. (2009, 04/01/2009). Building Better Products Using User Story Mapping Retrieved 11/27/2012, 2012, from http://www.agileproductdesign.com/presentations/user_story_mapping/index.html
  22. 22. Step 3: Analyze the structure for all activities done by subjectsSTORYBOARDING:Patton, J. (2009, 04/01/2009). Building Better Products Using User Story Mapping Retrieved 11/27/2012, 2012, from http://www.agileproductdesign.com/presentations/user_story_mapping/index.html
  23. 23. Step 3: Analyze the structure for all activities done by subjects Remember Story Maps support the primary intent of user stories, rich discussionKoslyn’s Principle of Appropriate KnowledgeCommunication requires prior knowledge of relevant concepts, jargon and symbols.‘Installation and configuration is a field of work that is full of detailed concepts and jargon. After two orthree failed meetings, story mapping broke the communication barrier between installation developersand the user-experience/product owner team.’Patton, J. (2009, 04/01/2009). Building Better Products Using User Story Mapping Retrieved 11/27/2012, 2012, from http://www.agileproductdesign.com/presentations/user_story_mapping/index.htmlKosslyn, S. M. (2006). Graph Design for the Eye and Mind. Oxford, New York: Oxford University Press, Inc.
  24. 24. Step 4: Analyze all the tools and mediators used by the activity system Linux  JBoss  DB2  guide Windows  Websphere  SQL  guide Solaris  Weblogic  Oracle  guide Network   InstallaCon   Redhat  Enterprise  Linux Microso>  Windows Oracle  Solaris Nodes Scripts Mediating Tools Client  InstallaCon  Specialist Subject Object AWD  So>ware Rules Division of Labor OperaCng  System Community AWD  client  polling  found  server   maintenance  generally  a  one   person  job. ApplicaCon  Server Financial  InsCtuCons AWD  Client  Help  Desk JVM  SeNngs Healthcare  InsCtuCons When  clients  can  not  determine   why  the  AWD  installaCon   Database  ConnecCvity Insurance  InsCtuCons configuraCon  is  not  working  they   contact  AWD. JMS Our  own  people ("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)Instructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  25. 25. Step 4: Analyze all the tools and mediators used by the activity system HIGH LEVEL ARCHITECTURE FOR INSTALLATION UPDATES
  26. 26. Step 4: Analyze all the tools and mediators used by the activity system ROADMAP USER-STORY MAPPING TO SPRINT PLANNING
  27. 27. Step 4: Analyze all the tools and mediators used by the activity system INSTALLATION DEVELOPER REQUIREMENTS
  28. 28. Step 4: Analyze all the tools and mediators used by the activity system INSTALLATION CONCEPT MAP If one’s understanding of the concepts is limited, it will be difficult to make meaningful interconnections.Martin, B. H. B. (2012) Universal Methods of Design (pp. 38-39): Rockport Publishers.
  29. 29. Step 4: Analyze all the tools and mediators used by the activity system START Linux  JBoss  DB2  guide Windows  Websphere  SQL  guide Solaris  Weblogic  Oracle  guide Redhat  Enterprise  Linux Microso>  Windows Oracle  Solaris Opera&ng  System Opera&ng  System Redhat  Eterprise  LinuxOperaCon  System Microso>  WIndows Opera&ng  System Oracle  Solaris Architecture:  i386  /  x64 SPRINT 1 Architecture:  i386  /  x64 Architecture:  ??? Version:  5.5 Version:  Server  2008  R2  with  Service  Pack1 Version:  10 Applica&on  Server Applica&on  Server Applica&on  Server Jboss IBM  Websphere Oracle  Weblogic SPRINT Version:  EAP5.1.2 Version:  ND  7.0.015 Version:  11gR1  Enterprise  EdiCon  (10.3.4)JVM  Se8ngsVerbose  garbage  collecCon:(opConal  compare) JVM  Se8ngsIniCal  heap  size:  512 Verbose  garbage  collecCon:(opConal  compare) JVM  Se8ngsmaximum  heap  size:1280 IniCal  heap  size:  256 Verbose  garbage  collecCon:  (opConal  compare) SPRINT maximum  heap  size:768 IniCal  heap  size:  512sun.  lang.  ClassLoader.  allowArraySyntax:  TRUE maximum  heap  size:  1280 javax.xml.transform.TransformersFactory:org.apache.  catalina.loader.WebappClassLoader.SYSTEM_CL_DELEGATION:  FALSE Database  Connec&vity Database  Connec&vity Database  Connec&vity AWD  Datasource  name:  (Heading  true/false) AWD  datasource  name:  (Heading  true/false) AWD  datasource  name:  (Heading  true/false) Datasource  database  name:  DB2  for  I  on  IBM  iSeries SPRINT Datasource  Dersion:  2name:  Mnterprise  QL  Server Datasource  V atabase   008  R2  E icroso>  S EdiCon Datasource  Database  name:  Oracle Datasource  Version:  V6R1 Database  Version:  11g  Release  2  (11.2.0.1) Datasource  Drivername:  JTOpen Datacource  Drivername:  Microso>  JDBC  Driver  for  SQL  Server Datacource  Drivername:Oracle Datasource  Driver  version:  7.2 Datasource  Driver  version:  2.0 Datasource  Driver  version:  11.2 SPRINT SPRINT Database  COnnec&vity  Con&nued  (Shared) JMS BI  datasource:  (True  or  False?)  BIDAT_sub  properCes  match  AWD  datasource:  True AWD  Process:  True Lookup  datasource:  (True  or  False?)  LkupDat_sub  properCes  match  AWD  datasource:  True Rebuild  user  privileges  Que  (sCll  used?) CommunicaCons  datasource:  True  CommDat_subproperCes  same  as  AWD  datasource:  True Cache  Topic:TrueINSTALLATION CONCEPT MAP
  30. 30. Step 5: Analyze the context within which the activities took place Linux  JBoss  DB2  guide Windows  Websphere  SQL  guide Solaris  Weblogic  Oracle  guide Network   InstallaCon   Redhat  Enterprise  Linux Microso>  Windows Oracle  Solaris Nodes Scripts Mediating Tools Client  InstallaCon  Specialist Subject Object AWD  So>ware Rules Division of Labor OperaCng  System Community AWD  client  polling  found  server   maintenance  generally  a  one   person  job. ApplicaCon  Server Financial  InsCtuCons AWD  Client  Help  Desk JVM  SeNngs Healthcare  InsCtuCons When  clients  can  not  determine   why  the  AWD  installaCon   Database  ConnecCvity Insurance  InsCtuCons configuraCon  is  not  working  they   contact  AWD. JMS Our  own  people ("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)Instructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  31. 31. Step 5: Analyze the context within which the activities took place NOTES FROM ROUNDTABLES AND INTERVIEWS
  32. 32. Step 6: Link the outcomes of previous steps to clarify the activity system dynamics Linux  JBoss  DB2  guide Windows  Websphere  SQL  guide Solaris  Weblogic  Oracle  guide Network   InstallaCon   Redhat  Enterprise  Linux Microso>  Windows Oracle  Solaris Nodes Scripts Mediating Tools Client  InstallaCon  Specialist Subject Object AWD  So>ware Rules Division of Labor OperaCng  System Community AWD  client  polling  found  server   maintenance  generally  a  one   person  job. ApplicaCon  Server Financial  InsCtuCons AWD  Client  Help  Desk JVM  SeNngs Healthcare  InsCtuCons When  clients  can  not  determine   why  the  AWD  installaCon   Database  ConnecCvity Insurance  InsCtuCons configuraCon  is  not  working  they   contact  AWD. JMS DST/AWD ("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)Instructional Design: Concepts, Methodologies, Tools and ApplicationsBy: Information AssociationPublisher: IGI GlobalPub. Date: March 31, 2011Print Isbn-10: 1-60960-503-9
  33. 33. Software Installation and Updates: HealthcheckPROTOTYPINGOne of the fundamental values of prototyping is that it’s generative, which means as you work through the prototyping process, you’regoing to generate hundreds, if not thousands, of ideas. Some of them are brilliant and some are less brilliant. I’ve found that even thoseless brilliant ideas can be a catalyst for brilliant solutions.As a generative process, prototyping often leads to innovation and a significant savings in time, effort, and cost.Prototyping helps you get ideas out of your head and into something more tangible—something you can feel, experience, work through,play with, and test. Benefits include... • Creating a shared • Selling an idea to your boss or • Gauging technical feasibility communication. team members. and value. • Working through a design. • Usability testing.Warfel, T. Z. (2009). Prototyping. Brooklyn, New York: Rosenfeld Media.
  34. 34. Prototype 1: Representation of the concept map Run Health Check Opera&ng  System Applica&on  Server JVM  Se8ngs Database  Connec&vity JMS
  35. 35. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMS
  36. 36. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMS
  37. 37. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMSExport Log File
  38. 38. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMSExport Log File
  39. 39. Database ConnectivityAWD  Datasource  name:  (Heading  true/false)Datasource  database  name:  DB2  for  I  on  IBM  iSeriesDatasource  Version:  V2R4Datasource  Drivername:  JTOpenDatasource  Driver  version:  7.2 Export Log File Home
  40. 40. Database ConnectivityAWD  Datasource  name:  (Heading  true/false)Datasource  database  name:  DB2  for  I  on  IBM  iSeriesDatasource  Version:  V2R4Datasource  Drivername:  JTOpenDatasource  Driver  version:  7.2 Export Log File Home
  41. 41. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMSExport Log File
  42. 42. Subjects or the designercan write comments andnotes directly on theprototype (“I really wantthis button to be here”).Even though they arerough, paper prototypesshould be done to scalewhen possible. It is easyto create impracticalinterfaces otherwise.(Saffer, 2009) PAPER PROTOTYPING
  43. 43. Subjects can think-aloud without any systematic changes to their thought process. (5-10 seconds retention)Ericsson, K., & Simon, H. (1993). Protocol analysis:Verbal reports as data (Rev. ed.): Cambridge, Ma: MIt Press. USER TESTING
  44. 44. Prototype 2: Active Space PROTOTYPE  TWO ACTIVE  SPACE
  45. 45. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMS
  46. 46. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMS
  47. 47. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMSExport Log File
  48. 48. Run Health CheckOpera&ng  SystemApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMSExport Log File
  49. 49. Run Health CheckOpera&ng  System Database ConnectivityApplica&on  Server AWD  Datasource  name:  (Heading  true/false) Datasource  database  name:  DB2  for  I  on  IBM  iSeriesJVM  Se8ngs Datasource  Version:  V2R4Database  Connec&vity Datasource  Drivername:  JTOpen Datasource  Driver  version:  7.2JMSExport Log File
  50. 50. Run Health CheckOpera&ng  System Database ConnectivityApplica&on  Server AWD  Datasource  name:  (Heading  true/false) Datasource  database  name:  DB2  for  I  on  IBM  iSeriesJVM  Se8ngs Datasource  Version:  V2R4Database  Connec&vity Datasource  Drivername:  JTOpen Datasource  Driver  version:  7.2JMSExport Log File
  51. 51. Run Health CheckOpera&ng  System Operating System Redhat  Eterprise  LinuxOperaCon  SystemApplica&on  Server Architecture:  i386  /  x64JVM  Se8ngs Version:  5.5Database  Connec&vityJMSExport Log File
  52. 52. Prototype 3: Node Aware PROTOTYPE  THREE NODE  AWARE
  53. 53. Run Health Check
  54. 54. Run Health Check
  55. 55. Run Health CheckAWD  Informa&onOpera&ng  System DETECTING  NODESApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMS
  56. 56. Run Health CheckAWD  Informa&on JVM  1 JVM  2 JVM  3 JVM  4 10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09Opera&ng  System PERFORMING  HEALTH  CHECKApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMS
  57. 57. Run Health Check AWD  Informa&on JVM  1 JVM  2 JVM  3 JVM  4 10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09 Opera&ng  System Applica&on  Server JVM  Se8ngs Database  Connec&vity JMSExport Log File
  58. 58. Run Health Check AWD  Informa&on JVM  1 JVM  2 JVM  3 JVM  4 10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09 Opera&ng  System Applica&on  Server JVM  Se8ngs Database  Connec&vity JMSExport Log File
  59. 59. Run Health Check AWD  Informa&on JVM  1 JVM  2 JVM  3 JVM  4 10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09 Opera&ng  System APPLICATION   APPLICATION   APPLICATION   APPLICATION   VERSION:   VERSION:   VERSION:   VERSION:   10.7 10.7 10.7 10.7 Applica&on  Server JVM  Se8ngs PRIMARY   PRIMARY   PRIMARY   PRIMARY   DATABASE:   DATABASE:   DATABASE:   DATABASE:   10.7 10.7 10.7 10.7 Database  Connec&vity REPORTING   REPORTING   REPORTING   REPORTING   DATABASE:   DATABASE:   DATABASE:   DATABASE:   XXXXXXX XXXXXXX XXXXXXX XXXXXXX JMSExport Log File
  60. 60. Run Health Check AWD  Informa&on JVM  1 JVM  2 JVM  3 JVM  4 10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09 Opera&ng  System APPLICATION   APPLICATION   APPLICATION   APPLICATION   VERSION:   VERSION:   VERSION:   VERSION:   10.7 10.7 10.7 10.7 Applica&on  Server JVM  Se8ngs PRIMARY   PRIMARY   PRIMARY   PRIMARY   DATABASE:   DATABASE:   DATABASE:   DATABASE:   10.7 10.7 10.7 10.7 Database  Connec&vity REPORTING   REPORTING   REPORTING   REPORTING   DATABASE:   DATABASE:   DATABASE:   DATABASE:   XXXXXXX XXXXXXX XXXXXXX XXXXXXX JMSExport Log File
  61. 61. Run Health Check AWD  Informa&on JVM  1 JVM  2 JVM  3 JVM  4 10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09 Datasource Name AWD  Datasource  name   AWD  Datasource  name   AWD  Datasource  name   AWD  Datasource  name   Opera&ng  System         Database DB2  for  I  on  IBM  iSeries Name DB2  for  I  on  IBM  iSeries DB2  for  I  on  IBM  iSeries DB2  for  I  on  IBM  iSeries Applica&on  Server Datasource Datasource   Version JVM  Se8ngs V6R1 V6R1 Version:  V2R4 V6R1 (V6R1  recommended)   Driver Name Datasource JTOpen JTOpen JTOpen JTOpen Database  Connec&vity Driver Version Datasource 7.2 7.2 7.2 7.2 JMSExport Log File
  62. 62. SCOPE
  63. 63. SPRINT  ONEAWD  INFORMATION
  64. 64. Run Health Check
  65. 65. Run Health Check
  66. 66. Run Health CheckPERFORMING  HEALTH  CHECK
  67. 67. Run Health CheckAWD  Informa&on
  68. 68. Run Health CheckAWD  Informa&on APPLICATION   VERSION:   10.7.1234 Primary   Database:  10.7 (10.7.1234  recommended)   Repor&ng   Database:  10.7 (10.7.1234  recommended)  
  69. 69. (RUN  DATABASE  UPGRADE  SCRIPTS)
  70. 70. Run Health CheckAWD  Informa&on APPLICATION   VERSION:   10.7.1234 Primary   Database:  10.7 (10.7.1234  recommended)   Repor&ng   Database:  10.7 (10.7.1234  recommended)  
  71. 71. Run Health CheckAWD  Informa&on APPLICATION   VERSION:   10.7.1234 PRIMARY   DATABASE:   10.7.1234 REPORTING   DATABASE:   10.7.1234
  72. 72. SPRINT  TWOOPERATING  SYSTEM JVM  SETTINGS APPLICATION
  73. 73. Run Health Check
  74. 74. Run Health CheckAWD  Informa&onOpera&ng  SystemApplica&on  ServerJVM  Se8ngs
  75. 75. Run Health CheckAWD  Informa&on REDHAT  ENTERPRISE     LINUX  OPERATION   SYSTEMOpera&ng  SystemApplica&on  Server ARCHITECTURE:   i386/x64JVM  Se8ngs VERSION:   5.5
  76. 76. Run Health CheckAWD  Informa&on   JBOSSOpera&ng  SystemApplica&on  Server VERSION:   EAPS.1.2JVM  Se8ngs
  77. 77. Run Health CheckAWD  Informa&on SUN.LANG.  CLASSLOADER.   ALLOW  ARRAY  SYNTAX:   TRUEOpera&ng  System ORG.APACHE.  CATALINA.LOADER.WEBAPPCLASSLOADER.SYSTEM_CL_DELEGATION: FALSEApplica&on  ServerJVM  Se8ngs
  78. 78. SPRINT  THREEERRORS  AND  WARNINGS
  79. 79. If There is a Problem, People Narrow Their View If there is an error or unexpected problem with the task people are trying to accomplish, then they stop looking at other parts of the screen and focus on the problem area. We’ll discuss this more in the “ Takeaways •" Put the most important information (or things you want people to focus on) in the top third of the screen or in the middle. •" Avoid putting anything important at the edges, since people tend not to look there. •" Design the screen or page so that people can move in their normal reading pattern. Avoid a pattern where people have to bounce back and forth to many parts of the screen to accomplish a task.100 Things: Every Designer Needs to Know About PeopleBy: Susan Weinschenk, Ph.D.Publisher: New RidersPub. Date: April 14, 2011
  80. 80. Run Health Check
  81. 81. Run Health CheckAWD  Informa&onOpera&ng  System PERFORMING  HEALTH  CHECKApplica&on  ServerJVM  Se8ngsDatabase  Connec&vityJMS
  82. 82. Run Health Check AWD  Informa&on Opera&ng  System Applica&on  Server Select  an  op&on  on  the  le_  to  view  details. JVM  Se8ngs Database  Connec&vity JMSExport Log File
  83. 83. (There was talk about the navigation on the left not looking clickable. Can we add In later sprints this sentence to clarify on first run of Run when we do Health Check?)----OR-----Auto Select AWD styling the Information to start. buttons will begin to look Run Health Check clickable ...through depth AWD  Informa&on Opera&ng  System Applica&on  Server Select  an  op&on  on  the  le_  to  view  details. JVM  Se8ngs Database  Connec&vity JMSExport Log File
  84. 84. Run Health Check AWD  Informa&on Opera&ng  System Applica&on  Server Select  an  op&on  on  the  le_  to  view  details. JVM  Se8ngs Database  Connec&vity JMSExport Log File
  85. 85. If: Version is older than it should be. Then: Display red icon and display the type in red, bold and bigger by five point sizes. Run Health Check AWD  Informa&on Datasource Name AWD  Datasource  name   Opera&ng  System   Database Name DB2  for  I  on  IBM  iSeries Applica&on  Server Datasource Datasource   Version JVM  Se8ngs Version:  V2R4 (V6R1  recommended)   Driver Name Datasource JTOpen Database  Connec&vity Driver Version Datasource 7.2 JMSExport Log File
  86. 86. Warning Icon Run Health Check AWD  Informa&on Datasource Name AWD  Datasource  name   Opera&ng  System   Database Name DB2  for  I  on  IBM  iSeries Applica&on  Server Datasource Datasource   Version JVM  Se8ngs Version:  V2R4 (V6R1  recommended)   Driver Name Datasource JTOpen Database  Connec&vity Driver Version Datasource 7.2 JMSExport Log File
  87. 87. If: Version is Newer than it should be. Then: Display yellow warning icon and display the type in bold and bigger by five point sizes. (maintain normal color) Run Health Check AWD  Informa&on REDHAT  ENTERPRISE     LINUX  OPERATION   SYSTEM Opera&ng  System Applica&on  Server ARCHITECTURE:   i386/x64 JVM  Se8ngs Database  Connec&vity Version:  10 (5.5  recommended)   JMSExport Log File
  88. 88. SPRINT  FOURDATABASE  CONNECTIVITY
  89. 89. All you see on the Run Health Check original call is either a functioning or non- functioning Database Connectivity.AWD  Informa&on JVM  1 10.193.246.27Opera&ng  System APPLICATION   VERSION:   10.7Applica&on  ServerJVM  Se8ngs PRIMARY   DATABASE:   10.7Database  Connec&vity REPORTING   DATABASE:   XXXXXXXJMS
  90. 90. Run Health CheckAWD  Informa&on JVM  1 10.193.246.27Opera&ng  System APPLICATION   VERSION:   10.7Applica&on  ServerJVM  Se8ngs PRIMARY   DATABASE:   10.7Database  Connec&vity REPORTING   DATABASE:   XXXXXXXJMS
  91. 91. Web Form Design By: Luke Wroblewski Publisher: Rosenfeld Media Radio Buttons Allow people to select exactly one choice from two or more always visible and Run Health Check mutually exclusive options. Because radio buttons are mutually exclusive, they should have a default value selected (more on this later). It’s also a good idea to make sure both the radio button and its label can be selected to activate a radioAWD  Informa&on JVM  1 10.193.246.27 Drop Down Menus Allow people to select exactly one choice from two or more mutually exclusive options. When not in use, Data  Source:  Connected   drop-down menus only display theOpera&ng  System currently selected choice. As a result, they are better candidates than radio buttons for long lists of mutually exclusive choices since   they use a minimum of screen real Database:  DB2  for  I  on  IBM   estate. Despite this advantage, it’sApplica&on  Server iSeries generally a good idea to avoid really long lists in drop-downJVM  Se8ngs Version:  V6R1 You only see the drop down menus when you actually click on the Driver:  JTOpenDatabase  Connec&vity database connectivity AWD Connectivity Driver  Version:  7.2JMS
  92. 92. Web Form Design By: Luke Wroblewski Publisher: Rosenfeld Media Radio Buttons Allow people to select exactly one choice from two or more always visible and Run Health Check mutually exclusive options. Because radio buttons are mutually exclusive, they should have a default value selected (more on this later). It’s also a good idea to make sure both the radio button and its label can be selected to activate a radioAWD  Informa&on JVM  1 10.193.246.27 Drop Down Menus Allow people to select exactly one choice from two or more mutually exclusive options. When not in use, Data  Source:  Connected   drop-down menus only display theOpera&ng  System currently selected choice. As a result, they are better candidates than radio buttons for long lists of mutually exclusive choices since   they use a minimum of screen real Database:  DB2  for  I  on  IBM   estate. Despite this advantage, it’sApplica&on  Server iSeries generally a good idea to avoid really long lists in drop-downJVM  Se8ngs Version:  V6R1 Driver:  JTOpenDatabase  Connec&vity AWD Connectivity Driver  Version:  7.2JMS
  93. 93. Slight Hover Pattern Run Health CheckAWD  Informa&on JVM  1 10.193.246.27 Data  Source:  Connected  Opera&ng  System   Database:  DB2  for  I  on  IBM  Applica&on  Server iSeriesJVM  Se8ngs Version:  V6R1 Driver:  JTOpenDatabase  Connec&vity AWD Connectivity AWD Connectivity BI Connectivity Driver  Version:  7.2JMS Look Up Connectivity Communications Connectivity
  94. 94. What should the recommendation area contain? Run Health CheckAWD  Informa&on JVM  1 10.193.246.27 Data  Source:Opera&ng  System Not  Connected (??)  Applica&on  Server  Database:  Check  Connec&onJVM  Se8ngs Version:  Check  Connec&onDatabase  Connec&vity Driver:  Check  Connec&on BI ConnectivityJMS Driver  Version:  Check  Connec&on
  95. 95. What should the recommendation area contain? Run Health CheckAWD  Informa&on JVM  1 10.193.246.27 Data  Source:Opera&ng  System Not  Connected (??)  Applica&on  Server  Database:  Check  Connec&onJVM  Se8ngs Version:  Check  Connec&onDatabase  Connec&vity Driver:  Check  Connec&on BI ConnectivityJMS Driver  Version:  Check  Connec&on
  96. 96. Don’t Clutter the screen Run Health Check -when you click on another area the drop- down menu disappearsAWD  Informa&on JVM  1 10.193.246.27Opera&ng  System APPLICATION   VERSION:   10.7Applica&on  ServerJVM  Se8ngs PRIMARY   DATABASE:   10.7Database  Connec&vity REPORTING   DATABASE:   XXXXXXXJMS
  97. 97. New NavigationButton Behavior CSS Style location is listed
  98. 98. Run Health CheckAll fonts throughout should be in Helvetica
  99. 99. Run Health CheckAWD Information JVM  1 10.193.246.27 Selected Type is 336666 Helvetica boldOperating System ApplicaCon  Version:   10.7 Unselected type is 666666Application Server Regular HelveticaJVM Settings Primary  Database:   10.7 Teal 336666Database Connectivity is 2px outline ReporCng  Database:   XXXXXXX of selected button stateJMSThis CSS style will apply to all of the buttons down the left side
  100. 100. Run Health CheckAWD Information JVM 1 10.193.246.27Operating System Application Version: 10.7Application Server Teal 99CCCCJVM Settings Primary Database: is 2px line used as a hover state 10.7Database Connectivity Reporting Database: XXXXXXXJMS
  101. 101. Run Health Check AWD Information JVM 1 10.193.246.27 Operating System REDHAT ENTERPRISE LINUX OPERATION Application Server SYSTEM JVM Settings ARCHITECTURE: i386/x64 Database Connectivity VERSION: 5.5 JMSThis CSS Style is located in:webawdcmthemesdefaultcssdefaultjquery-ui.custom.cssLook for:#grid-view .sort-asc
  102. 102. Existing Code for Button BehaviorThis CSS Style is located in:webawdcmthemesdefaultcssdefaultjquery-ui.custom.cssStyle  for  outlines:#grid-­‐view  tr.jqgrow  td  {  height:  28px;  line-­‐height:  28px;    border-­‐top:  2px  solid  transparent; Style  for  sorCng  bulons:  border-­‐bolom:  2px  solid  transparent; .sort-­‐asc,.sort-­‐desc,.unsorted  {}  display:  inline-­‐block;    width:  16px;#grid-­‐view  tr.jqgrow  td:nth-­‐child(2)  {  height:  16px;  border-­‐le>:  2px  solid  transparent;  margin-­‐le>:  2px;}  verCcal-­‐align:  middle;   }#grid-­‐view  tr.jqgrow  td:last-­‐child  {    padding-­‐right:  0px; .sort-­‐asc  {  border-­‐right:  2px  solid  transparent;  background:  url(images/sort-­‐asc.png)  no-­‐repeat;} }    #grid-­‐view  tr.jqgrow.ui-­‐priority-­‐secondary  td  { .sort-­‐desc  {  border-­‐color:  #eeeeee;  background:  url(images/sort-­‐desc.png)  no-­‐repeat;} }    #grid-­‐view  tr.jqgrow.ui-­‐state-­‐hover  td  { .unsorted  {  border-­‐color:  #99cccc;  background:  url(images/unsorted.png)  no-­‐repeat;} }  #grid-­‐view  tr.jqgrow.ui-­‐state-­‐highlight  td  {  border-­‐color:  #669999;}
  103. 103. Operations AWD10SP7 Sprint 01/17/13 User Story OP-48 Health Check - AFT
  104. 104. Run Health CheckAWD Information JVM 1 10.193.246.27Operating System Application Version: 10.7Application ServerJVM Settings Primary Database: 10.7Database Connectivity Reporting Database: XXXXXXXJMSAFT
  105. 105. Run Health CheckAWD Information JVM 1 10.193.246.27Operating System Application Version: 10.7Application ServerJVM Settings Primary Database: 10.7Database Connectivity Reporting Database: Hover XXXXXXXJMSAFT
  106. 106. Run Health Check JVM 1AWD Information 10.193.246.27 Address: 192.168.1.8Operating System Port: 1234Application Server User: aftuser Password: *****JVM Settings File Repository: somethingDatabase Connectivity Login: Passed Store Document: PassedJMS Retrieve Document: PassedAFT Delete Document: Passed Happy Path
  107. 107. Operations AWD10SP7 Sprint 01/17/13 User Story OP-48 Health Check - AFT Failure Example
  108. 108. Run Health Check JVM 1AWD Information 10.193.246.27Operating System Address: 192.168.1.8 Port: If any of the values are returned as Configura&on  Required ‘Blank’ then an error shall appear.Application Server Address, Port, User, Password and File User: aftuser Repository will always appear.JVM Settings The error message should read Password: ***** Configuration Required File Repository: somethingDatabase Connectivity Login: FailJMS Login, Store, Retrieve and Delete are conditional. If the login Fails then Store, Retrieve and Delete will not appear......AFT The error message should read fail.
  109. 109. OP-46 Web Services
  110. 110. Run Health Check JVM 1AWD Information 10.193.246.27Operating System Admin Data: Pass Admin Workflow: PassApplication Server Admin Workplace: PassJVM Settings Processing: PassDatabase Connectivity Quality: Pass Data Purge: PassJMS Twitter: PassAFTWeb Services
  111. 111. OP-46 Web Services With Failures
  112. 112. Run Health Check JVM 1AWD Information 10.193.246.27Operating System Admin Data: FailApplication Server Admin Workflow: FailJVM Settings Admin Workplace: Fail Processing: FailDatabase Connectivity Quality: FailJMS Data Purge:  Fail Twitter: FailContent ManagementAFTWeb Services
  113. 113. OP-45EJB Timer Service
  114. 114. Run Health Check JVM 1AWD Information 10.193.246.27Operating System Application Version: 10.7Application ServerJVM Settings Primary Database: 10.7Database Connectivity ReportingJMS Database: XXXXXXXAFTWeb ServicesEJB Timer
  115. 115. Run Health Check JVM 1AWD Information 10.193.246.27Operating System Test Timer Created: PassApplication Server Test Timer Processed: PassJVM SettingsDatabase ConnectivityJMSAFTWeb ServicesEJB Timer
  116. 116. May ArrivesWe have to release what we have without Nodes.
  117. 117. User Testing
  118. 118. Fillingthe VoidInteractions in SoftwareInstallations and UpgradesThe design process continues...
  119. 119. Melissa Sorrick Interaction Design Master’s Thesis Filling the Void: Interactions in Software Installations and Upgrades April, 20131.) Abstract The Installation Health Check project is an exploration of installing and upgrading software and time management. The Health Check software solution was developed using an iterative approach based on activity theory, personas, user- story mapping, concept mapping, prototyping, agile development, feedback and user-centered design. Key Words: activity theory, personas, user-story mapping, concept mapping, prototyping, agile development, feedback and user-centered design2.) Introduction a. General topic area The company we will be analyzing (Company A) produces a business process management software suite. The company’s primary purpose is to increase back office efficiency through workflow and imaging. When software goes down, diagnosing problems is time consuming and difficult. The company is not able to provide operations and IT users’ status of the entire system in one place. Installation specialists, client services and clients spend hours digging through lines of code to diagnose a problem. b. Identified Relevance for Installation Improvements A group comprised of Infrastructure, Product Management, Quality Control, Software Configuration Management, Documentation, User Experience and Clients began researching installation improvements. The team identified scripted installs as a means to save time, bring consistency and eliminate manual process. The team also collected the steps installation specialists wanted to improve their user experience. They were provided as follows: • Assign development resources to enhance scripts, making them more robust for an environment outside of the company. • Determine process for keeping scripts current for each service pack release. • Build a Java graphic user interface to enter script parameters required by the JEE configuration scripts. • Determine if the graphic user interface should also capture parameters required by the database create/upgrade. • Determine how to document. Initially, both the scripted and manual processes need documentation. Eventually, manual documentation could be phased out as clients begin to trust the scripted process.
  120. 120. Initial User Story: As an operations specialist, I need to be able to install and/or update the applications offered so I can ensure the installation and configuration is valid. Internal employees and clients cited confusing installation packages, custom configuration files, support costs and the extended time to implement and upgrade software.c. Installation Scope Solution: Develop an automated health check that diagnoses problems across all nodes in a system cluster. The health check will collect and report status and desired states of the version, operating system, application servers, JVM settings, database connectivity and JMS. The health check should also be able to export results for internal diagnosis and distribution or communication with client services. Differentiator The company will be the only operations and business process modeling (BPM) software on the market that provides an automated health check. Audience Primary: Operations and IT decision makers Secondary: Processing floor managers Operations and IT Decision Makers Current users and non-users of BPM systems see cost, customer service, integration with existing process and good management reporting as key elements for a successful system. IT professionals focus on process, while operations executives focus on the business impact of process. Two types of communication may be required with different points of emphasis. In either case, demonstrate clear understanding of customers’ businesses, specifically the solutions that benefit them. The Message Software is cost efficient, provides customer support, integrates with installed software and hardware, monitors productivity and is easy to troubleshoot. The company has the only backend software health check on the market. The health check identifies problems with operations setup, identifies the operations setup that you should be seeing and provides an easily distributed log.
  121. 121. Features and Corresponding Benefits to the AWD Health Check Features Benefits Automated Saves time Identify system problem(s) Saves time and money No searching through lines of code No digging around in each node of the cluster Identify system solution(s) Saves time and money No need to call client services Problems can be solved in house Export system status via export Easily distribute system log button status internally or externally via PDF Visibility Saves time and money No searching through lines of code No digging around in each node of the clusterCompetitionDirect Competitors ‘Company B’ and ‘Company C’Company BDevelops software geared toward customer service representatives. Theirsoftware guides customer service representatives to resolve customerinquiries.Uses familiar office tools to capture service goals as dynamic processeswithout coding. Business users create screens, workflows, rules, content anddata to develop service experience.Unified channel management is built once, deployed everywhere, andincludes social tools. Customer interactions transition across channels andprovide a transparent service experience.Work automation combines case management with enterprise systemsintegration. The system orchestrates people, processes and data needed forhigh rates of first-call resolution and customer satisfaction.Company CDevelops business process management software merging work and socialinteractivity together.“Social” makes Work better: Business works faster and better when everyone
  122. 122. participates in real time. Innovations like native mobile support and a social interface help that to happen. Unified access to events and data makes it better. "Work" makes Social better: A focus on business was lacking from early social offerings. Process, tasks, alerts, and reports drive value in a social environment. Competition Comparison We want the audience to believe that AWD provides all the above solutions with the added benefit of visibility into the system. Campaign Goal Stimulate an upgrade to the new service pack. Reinforce message that AWD is the most trusted back office processing software. Strategic Health Check Message Visibilityd. Consumers Financial services, health care solutions and insurance solutions are the primary customers. The three groups want processing work completed efficiently and without legal trouble. Persona: Daniel Morrison, ABC Data Center Age: 26 Gender: Male Role or job title: Installation Specialist “My job is all about making sure installations get done when they are supposed to and make sure they are done right. In order to do my job, I need to know what’s available, what’s been promised and who needs it.” Key Characteristics: Dan is a recent college graduate who is new to the data center. He knows blade logic and server configuration. Tactical Responsibilities
  123. 123. -Install new client environments.-Install upgrades when they become available.-Communicate upgrade availability to clients.-Coordinate environment upgrades and installs.-Understand and record each configuration.Strategic Responsibilities-Teach new staff information necessary to work in the ABC Data Center.-Create processes that allow team members to install in an orderly fashion.-Track the installation schedule.-Create failover and recovery processes.Persona: Grace Woods, ABC Data CenterAge: 75Gender: FemaleRole or job title: Processing Specialist“My job is to make sure people get what they need after life-changing events.If someone has a baby, I process medical insurance for that baby. If someoneloses a loved one, I make sure that the family left behind is given thecoverage they paid for.”Key Characteristics: Grace is a part-time employee with a mixed workhistory of administrative assistance and sales. She has worked at ABC DataCenter for 10 years and maintains part-time work for additional health-carecoverage.Tactical Responsibilities-Process the highest priority work in the cue.-Record information into the ABC Data Center customer database.-Send communications to clients.-Meet daily and monthly production goals.Strategic Responsibilities-As a processor, Grace’s work plan does not focus on strategic responsibility.
  124. 124. What is important to customers? Speed Accuracy Trust Ease of use How do consumers see Company A? Friendly Accommodating Giving Providing accessible customer service Trustworthy Gartner research methodology placed Company A software in the niche player quarter of the magic quadrant in 2012. According to Gartner, Niche players focus successfully on a small segment or are unfocused and do not out-innovate or outperform others. How do we define ourselves in terms of the competition? Company A is a fully integrated process. Competitors force customers to purchase multiple pieces in multiple places and do not look at business processes holistically. Walk-Away Benefit Security3.) Literature Review Activity Theory The activity theory framework allowed the development group to address installation, upgrades and troubleshooting shortcomings. “Broadly defined, activity theory is a philosophical and cross-disciplinary framework for studying different forms of human practices as development processes, with both individual and social levels interlinked at the same time” (Kuutti, 1996, p. 25). The framework allowed all parties involved with the Health Check to be analyzed in context of one another instead of on an individual level. All involved parties needs are taken into account. In order to better understand differences in cultures, Vygotsky introduced the concept of activity theory. Rather than looking at cause and effect relationships in a linear manner, activity theory approaches subjects and objects in the way they are affected by mediating tools. (See Figure 1) It is in this Vygotskyan idea of mediation that contextual information is included. Different cultures choose
  125. 125. different tools to perform actions, which, in turn, “shape the way people act andthink” (Jonassen et al., 1999).Engeström expanded Vygotsky’s activity theory with rules, community and thedivision of labor in order to represent a broader outcome (Engeström, Miettinen,& Punamäki, 1999).The broader spectrum framework allows for a deeper understanding ofcommunity and the relationships within the community (Leont’ev, 1978).In 1999, Jonassen developed six steps to turn activity theory into flexibleframework for the analysis of human behavior. The information that results fromthe framework can then be used to design learning environments.Jonassen’s Six Step’s for using activity theory as a flexible frameworkStep 1: Explain the purpose, motives, and goals of the activity system;Step 2: Clarify the components of the activity system; that is, the subject, object,community, rules, and division of labor;Step 3: Analyze the structure of all the activities done by the subjects;Step 4: Analyze all the tools and mediators used by the activity system;Step 5: Analyze the context in which activities take place;Step 6: Link outcomes of previous steps to clarify activity system dynamics.Activity Theory ReferencesLearning and Expanding with Activity Theory (Sannino, Daniels, & Gutiérrez, 2009)Context and Consciousness: Activity Theory and Human Computer Interaction (Nardi, 1995)Acting with Technology: Activity Theory and Interaction Design (V. Kaptelinin & Nardi, 2009)Activity Theory (Victor Kaptelinin, 2012)

×