A Overview of the Contextual Inquiry Method for

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A Overview of the Contextual Inquiry Method for the collection of design data Elisa

A Overview of the Contextual Inquiry Method for the collection of design data Elisa M. del Galdo elisa. delgaldo@virgin. net February 2002 del Galdo Consulting 1

What will be covered today • Understand how the contextual inquiry method fits into

What will be covered today • Understand how the contextual inquiry method fits into a project cycle • Understand the fundamental concepts of contextual inquiry • Conduct a brief interview using contextual Inquiry • Understand how to analyse contextual inquiry data 2

What we will not cover today • Detail on how Contextual Inquiry relates to

What we will not cover today • Detail on how Contextual Inquiry relates to other methods • How to use the data in the process of design • Anything in great detail… 3

Acquiring Data • Who do you collect data from? – Users, Buyers, Customers, Stakeholders

Acquiring Data • Who do you collect data from? – Users, Buyers, Customers, Stakeholders • When and Where is data needed? – Before – During – After • How do data types differ – – – – Observational vs. Experiential Formal vs. Informal Marketing vs. Design Summary vs. detail Abstract vs. Concrete Qualitative vs. Quantitative Subjective vs. Objective • What type of data is most useful – Depends on where you are in the development cycle and the dynamics of the cycle 4

The Project Cycle Discovery - Scope Feasibility Prototyping Design Each phase of a project

The Project Cycle Discovery - Scope Feasibility Prototyping Design Each phase of a project requires different types of data and analysis Development Roll-out Support 5

Approach to Design Early… Context Technology New Ideas User Work Later… Context User Work

Approach to Design Early… Context Technology New Ideas User Work Later… Context User Work New Ideas Technology More Recent… Context User Work New Ideas Technology 6

Kano Diagram User Satisfaction Satisfiers Delighters Effort Required to Satisfy Dissatisfiers 7

Kano Diagram User Satisfaction Satisfiers Delighters Effort Required to Satisfy Dissatisfiers 7

Satisfiers, Dissatisfiers, and Delighters • Satisfiers: Benefits that users know about, ask for, and

Satisfiers, Dissatisfiers, and Delighters • Satisfiers: Benefits that users know about, ask for, and will pay for. • Dissatisfiers: Benefits that users assume are present, will not ask about, and will not pay (extra) for. • Delighters: Benefits that users haven’t yet visualised, but evoke immediate and eager acceptance, and for which the user will pay a premium. 8

What is Contextual Inquiry? • An interpretative field research technique • Used to define

What is Contextual Inquiry? • An interpretative field research technique • Used to define requirements, plans and designs • Depends on conversations with users in the context of their work 9

What is Usability? Matching People’s Products/Services • Work model • UI metaphor • Tasks

What is Usability? Matching People’s Products/Services • Work model • UI metaphor • Tasks • Features • Work flow • Structure • User language • UI Language • Expectations • Capabilities 11

What are Usable Solutions? • Support customers’ work – intentions, structure, flow, mental model

What are Usable Solutions? • Support customers’ work – intentions, structure, flow, mental model and language • Maximise usability – avoid disruption of user’s work flow and work decomposition – ensure quick and smooth feature access • Optimise learning time – avoid violating previous knowledge; build on users knowledge – create conceptually distinct new concepts or features 12

Why Use contextual Inquiry? To design solutions that support, extend, and transform user’s work

Why Use contextual Inquiry? To design solutions that support, extend, and transform user’s work with minimal disruption Evolution Transform Extend Support 13

Key Concepts in Contextual Inquiry • Context: Understand user needs in the context of

Key Concepts in Contextual Inquiry • Context: Understand user needs in the context of their work • Partnership: Work with users as partners in inquiry • Focus: listen and probe from a clear intention 14

What is Context? Definition: The interrelated conditions within which something occurs or exists •

What is Context? Definition: The interrelated conditions within which something occurs or exists • Understand work in its natural environment – go to the user – observe real work – interview while they are working 15

Key Distinctions in the Concept of Context • Ongoing experience as distinct from summary

Key Distinctions in the Concept of Context • Ongoing experience as distinct from summary experience • Concrete data as distinct from abstract information 16

Applying the Principle of Context • • Contextual interview Post-observation inquiry Work walkthrough using

Applying the Principle of Context • • Contextual interview Post-observation inquiry Work walkthrough using artefacts Grand tour Futures scenario building Paper prototyping interview Test drives “Show me. ” 17

Attend to the User’s Context • • The work space What tools are used

Attend to the User’s Context • • The work space What tools are used How people work together Organisational/cultural structure The user’s work Task intention The user’s words 18

What is Partnership? Partnership as relationship • Usability and work are accessed through dialogue

What is Partnership? Partnership as relationship • Usability and work are accessed through dialogue • The user is the expert • User and interviewer roles get in the way of data 19

Empower the User through Partnership • Empower the user – give up control –

Empower the User through Partnership • Empower the user – give up control – user open-ended questions that invite users to talk • “What are you doing? ” • “Is that what you expected? ” • “Why are you doing…? ” – let the user lead the conversation • Listen – handle self-talk – attend to communication that is non-verbal 20

What is Focus? Focus as perspective • We all have an entering focus •

What is Focus? Focus as perspective • We all have an entering focus • Focus is a set of preconceived assumptions and beliefs • Focus reveals and conceals User Work 21

The Role of Focus • • Focus directs questioning Focus creates understanding Focus provides

The Role of Focus • • Focus directs questioning Focus creates understanding Focus provides rich data Focus varies with different interviewers 22

The Problem of Focus • Expanding a focus during the interview • Invalidating a

The Problem of Focus • Expanding a focus during the interview • Invalidating a focus User Work X 23

Solving the Focus Problem • Probe to expand focus – – surprises and contradictions

Solving the Focus Problem • Probe to expand focus – – surprises and contradictions what you do not know “nods” -- what you assume is true the problem behind solutions • Share – interpretations for validation – design ideas for co-design • Create a shared understanding – data gathering and simultaneous data analysis through dialogue 24

Focus Directs Inquiry • System design – – what is the work? what is

Focus Directs Inquiry • System design – – what is the work? what is the flow of work? activities what is the user’s work model? How does the system design support the work model? • User interface design – how does the interface represent the system work model? – Does the interface disrupt the user’s work flow? – does the interface provide quick and smooth function access? – does the interface violate existing work concepts? 25

Focus Changes During the Life Cycle System Work Flow Usability Time Req’s FT 26

Focus Changes During the Life Cycle System Work Flow Usability Time Req’s FT 26

Key Concepts in Contextual Inquiry Context: Understand user needs in the context of their

Key Concepts in Contextual Inquiry Context: Understand user needs in the context of their work Partnership: Work with users as partners in inquiry Focus: listen and probe from a clear intention 27

Preparation for an Interview • General Groundwork: – identify target participants – select participants

Preparation for an Interview • General Groundwork: – identify target participants – select participants strategically • Set up: – work through a main contact i. e. , the client partner – arrange 1 -on-1 interviews – get permission to record • Preparation before the visit: – set focus: list areas to discuss – determine interview partners 28

Identify Target Participants • Determine the range of areas which require investigation – list

Identify Target Participants • Determine the range of areas which require investigation – list key tasks, jobs, processes • Identify your target participants – list key users – list key stakeholders • Determine what data you need – prioritise data to gather 29

Strategic Participant Selection • Focus directs participant selection • Maximise participant differences do not

Strategic Participant Selection • Focus directs participant selection • Maximise participant differences do not over replicate • Iteratively select participants to expand shape your focus F P 1 F F P 2 F P 3 30

Structure of the Interview • Traditional Interview step – – – introduction reveal your

Structure of the Interview • Traditional Interview step – – – introduction reveal your focus start recording get an overview of their work solicit opinions about tools • Observations of work and cointerpretation – take notes – follow your focus and draw the user out with questions: “What are your trying to do? ” “Why are you doing that? ” “Is that what you expected? ” continued. . . 31

Structure of the Interview • Wrap-up – – Summarise your understanding ask “pet” questions

Structure of the Interview • Wrap-up – – Summarise your understanding ask “pet” questions Give tips on system use Thank the user 32

What to Record • • • Work flow and tasks Work opportunities and problems

What to Record • • • Work flow and tasks Work opportunities and problems Tool opportunities and problems Design ideas and validation User’s words 33

Attitude During the Interview • Openness to possibilities • Commitment to expand ground the

Attitude During the Interview • Openness to possibilities • Commitment to expand ground the focus • Active listening – handle self-talk – silences are ok • • Learn rather than teach Willingness to modify your thinking Attend to participant’s needs Attend to your needs 34

Interview Exercise Practice using contextual Inquiry in an interview 35

Interview Exercise Practice using contextual Inquiry in an interview 35

Interview Exercise Interviewer • Context: user constructing a toy • partnership: engage the user

Interview Exercise Interviewer • Context: user constructing a toy • partnership: engage the user as a partner as the user constructs the toy – build a shared understanding of the user’s work – share assumptions with the user – engage the user in discussion about the work • Focus: collect design data – take notes for later discussion and use – what supports the work? – What gets in the way? continued. . . 36

Interview Exercise Person constructing the toy • Context: being interviewed while constructing a toy

Interview Exercise Person constructing the toy • Context: being interviewed while constructing a toy • Partnership: maintain the conversation as established by the interviewer • Focus: construction 37

Introduction “Hello. I’m (Name) from the Lego Corporation. Adults usually buy toys for children

Introduction “Hello. I’m (Name) from the Lego Corporation. Adults usually buy toys for children and frequently help children build the toys. I want to understand how you build Lego toys so that we at Lego can build products that are enjoyable for both children and adults. ” “Because I’m interested in finding out how you build the toy, I’ll be paying attention to how you put it together. ” “Because you are the only one who knows what your experience is, I would like you to talk with me, as you work, about what you're doing, the things that support success and the things that get in the way. I’ll be taking notes as we talk. Let’s plan to work for 15 minutes and then wrap-up. ” 38

Interview Exercise Schedule Part 1 - 10 minutes • Introduce yourself • State your

Interview Exercise Schedule Part 1 - 10 minutes • Introduce yourself • State your focus • In-context interview • Wrap-up • Disassemble toy and re-pack Switch roles Part 2 - 10 minutes (Repeat) 39

Interview Notes 40

Interview Notes 40

What to Record • • • Work flow and tasks Work opportunities and problems

What to Record • • • Work flow and tasks Work opportunities and problems Tool opportunities and problems Design ideas and validation User’s words 41

Wrap-up the Interview • • Summarise analysis Ask “pet” questions last Give the user

Wrap-up the Interview • • Summarise analysis Ask “pet” questions last Give the user tips on system use Thank the person Please take the toy apart and re-pack it in the box as closely to its original condition as possible 42

Prepare for the Analysis Exercise • Review your notes • Select 3 instances Note:

Prepare for the Analysis Exercise • Review your notes • Select 3 instances Note: This pre-selection is purely in response to time constraints in the course You would NOT do this in a real interview analysis situation. 43

Analysis Concepts To understand the concepts of Contextual Inquiry data analysis 44

Analysis Concepts To understand the concepts of Contextual Inquiry data analysis 44

Analysis • In the moment: simultaneous data collection and analysis during interview • Post-interview:

Analysis • In the moment: simultaneous data collection and analysis during interview • Post-interview: using notes, tapes and transcripts • Analysis by a group – – – Integrates Multiple perspectives creates shared vision creates shared focus builds teams saves time 45

Output of Analysis • • • Descriptions of users’ work current problems Customer needs

Output of Analysis • • • Descriptions of users’ work current problems Customer needs Design ideas User work models Scenarios of use Usability ideas Usability goals Questions for next interviews 46

Data Examples: Electronic Mail Use • Actual observation: – she wants to see yesterday’s

Data Examples: Electronic Mail Use • Actual observation: – she wants to see yesterday’s mail that she printed • Abstraction: – the user has a concept called “yesterday’s mail” • Tool problem: – the tool does not provide a quick way to access yesterday’s mail • Implication for work model: – the system work model needs to include a “yesterday’s mail”concept • Implication for UI: – the UI needs to provide a quick way to access yesterday’s mail • Implication for participant selection: – is accessing “yesterday’s mail” important to people who only handle their own mail? 47

Data Examples: Image Bank • Actual observation: – User wants to be able to

Data Examples: Image Bank • Actual observation: – User wants to be able to track information on required images from Marketing to the creation of image briefs, selection of images, and keywording • Abstraction: – The user has a concept that the image has a ‘lifecycle’ and wants to be able to track the images progress • Tool problem: – The tool does not support the cyclical nature of an image’s life or a connection between departments • Implication for work model: – The system needs to support the image life cycle and connections between departments • Implication for UI: – A modular system which holds all information on an image, but limits the user’s view • Implication for participant selection: – Need to determine what other image data is needed by other users within the entire process. 48

Process of Analysis • Clarify the focus for this analysis • Record understandings and

Process of Analysis • Clarify the focus for this analysis • Record understandings and questions • Structure understandings and questions • Clarify next interview focus 49

Clarifying the Focus of Analysis Focus drives data structure • System design – what

Clarifying the Focus of Analysis Focus drives data structure • System design – what is the user's work model and flow? • User interface design – does the interface disrupt the user’s work flow? • How does this data challenge or expand our understanding? • How can our technology and current design support this work? 50

Record Understandings • What to record: – – – work flow and tasks customer

Record Understandings • What to record: – – – work flow and tasks customer work: opportunities and problems Tools usage: opportunities and problems Design ideas that emerge Next questions and focus • Attitude: – don’t censor: be open to possibilities – prioritise later: just because you think it, you don’t have to build it 51

Recording Process Go through the record of each interview • Everyone has a transcript

Recording Process Go through the record of each interview • Everyone has a transcript of each interview • Interviewer gives background on the person to the group • Interviewer reads text; group discusses and determines what to record • One person as scribe, writes ideas on notes, reads back so that understanding is developed and shared • Scribe numbers and codes notes • Annotated notes go online 52

Structure Understandings • What to do: – use a bottom-up process e. g. ,

Structure Understandings • What to do: – use a bottom-up process e. g. , affinity diagram – focus directs grouping – group notes conceptually • The Affinity diagram – answers the focus questions – documents core aspects of user work and tool use – represents initial design • Attitude – avoid pre-defined categories – allow groupings to emerge from the data – avoid grouping by common words 53

Affinity Diagram Level 3 Level 2 Level 1 54

Affinity Diagram Level 3 Level 2 Level 1 54

Structuring Process Groupings emerge from data • Hand out notes; everyone move to the

Structuring Process Groupings emerge from data • Hand out notes; everyone move to the wall • Begin with one, add other “similar” items • Consider subdividing if more than 4 items in a group • Anyone can move items to rearrange groups • After grouping, write level 1 labels Continued. . . 55

Structuring Process Systematic review of groups • Do the groupings represent your focus concerns?

Structuring Process Systematic review of groups • Do the groupings represent your focus concerns? • Does each group hang together? • Is the label for the group appropriate? • Are there holes in our understandings? • Can Level 1’s be grouped into Level 2’s and Level 3’s • Questions to be asked in next interviews? 56

From Data to Design • Continually integrate all design ideas into a coherent system

From Data to Design • Continually integrate all design ideas into a coherent system vision • Guide designs with developing principles of work and tool usage • Represent and modify designs with prototypes • Challenge designs during customer visits and with new data • Use strategic participant selection to broaden your understanding 57

Data Flow Contextual Inquiry generates: • • • work models user needs design ideas

Data Flow Contextual Inquiry generates: • • • work models user needs design ideas tool usability scenarios users goals system design user benefits system features UI design prototypes, demos usability metrics 58