14. 觀念釐清 No real work happens in isolation. Recognizing communication flow. Represent every contact people make Note what responsibilities people take on – even responsibilities that are not part of their job. Look at the actions people take without thinking. Represent locations, things and systems when they make a place to coordinate. The real interactions between people reveal glitches in the work.
23. 觀念釐清 Understanding customers’ intent is the key to design. From any one person’s point of view, all work is a series of actions. Capture actions at the level that matters for your project. Customers’ actions are never purposeless. Any glitch reveals a thought step. Find the intents implied by the actions. Sequence models reveal the detailed structure of work.
29. 觀念釐清 Artifacts capture traces of people’s work practice Artifacts make customers’ conceptual distinctions concrete Structure reveals how the work is organized Content is the trail left by real events Annotations reveal usage and communication Representation directs the eye and reveals importance Walk through artifacts with the customer to see what they mean
30. Cultural Model 目的 定義任務執行過程中的期待，慾望，規範，價值等文化相關要素． 根據模型呈現行為型態，非語言溝通方式，態度等． 人們進行行為時之內在影響 發掘 看到顧客行為文化中各種影響者 如何彼此影響 對使用者最具影響力的影響者 Data?? 錄音檔，逐字稿，觀察筆記
39. 觀念釐清 Successful systems fit with their customers’ culture Culture is as invisible as water to a fish The cultural model makes influences concrete A valuable system helps people be who they want to be. A valuable system makes conforming to policy easy The cultural model speaks the words people think but don’t say. An organization’s culture is not reflected in its organization chart.
44. 觀念釐清 The physical model reveals design constraints People reorganize their environment to reflect the work they do. Planned space reflects organizational assumptions Look at how people ignore walls or create walls that aren’t there Find barriers to community and communication Placement of objects and piles makes the work efficient Movement reveals human preference and work needs The Physical model is a caricature of the workplace not a floor plan
