|
 |
|
|---|---|
 |
|
|
|
Tutorial #6: Collecting and Using Customer Stories in User Interface DesignMonday, July 8th, 8:30 AM - 5:00 PMKeywords:Field/ethnographic research, Storyboarding, Data CollectionAbstract:This tutorial focuses on applying a variety of techniques in user interface design, highlighting our story-based approach. During the session, participants will use some of the techniques in exercises, culminating with building user stories. Participants will then discuss these methods and how to use the data collected.Audience: Attendees should have some experience in the methodologies of field
This tutorial is a comparison of 2 methods used for developing stories, or user scenarios. It will provide the participants with practical experience in developing stories and on the impact of gathering user information first or developing the stories first. This tutorial does indeed use field techniques of having the participants observe and interview real users in a field setting, using hotel and conference staff as "users/customers". In our experiences, we have found that some practitioners develop the stories or scenarios in the abstract, without talking to real users, and, while this may be ok in some circumstances with enough background and proper validation that does not always seem to be the case. This tutorial will let the participants experience both methods: the "constructed" stories and the real stories obtained from real people in real task situations. The participants will get first-hand experience with both approaches and will get to see for themselves what work and what doesn't based on this experience and on the experiences related by the instructors from their own case studies. Keywords: Field/ethnographic research Detailed Description of the Material to be Covered by the Tutorial: First, all participants will get an introduction and overview of the tutorial. Included in this are discussions of the "cost" of including user research. We will then talk generally about doing user research and collecting stories as a part of the overall design process, noting where exceptions and "shortcuts" can occur and why. We will also talk about why we believe that user stories are important throughout the design process, and what makes a compelling story for the rest of the team, again using case studies as a guide and providing handouts of references for later use and discussing the variations to this approach. We will then move into our hand-on learning experience. The design problem we will be using for this session is an information system for tracking room availability for a hotel, used by front desk, housekeeping and management. Participants will be divided into two groups. Group 1: This group will construct stories based on the problem statement information given. Then they will validate the stories by interviewing a few users and update their scenarios based on the information they have gathered. Group 2: This group will start out with developing the interview questions and data gathering tools they will use to gather data. Then they will observe and interview the users of the system. From this information they will gather stories for the information system design. After both groups have developed and validated their stories, they will convert them into high level storyboards where we can begin to apply the stories to the design solution. We will discuss the similarities and differences of the two approaches and relate them to our own case studies and lessons learned. This, we believe, is also an important, but often neglected part of the process in taking the data collected and turning it into something meaningful for the solution design. What should you take away from this session? Participants will take away information on the costs and benefits
of 2 different approaches to user research, some additional skills/practice
in doing user research, and practical recommendations for conducting
user research. Participants will learn how to focus on the most
relevant aspects of user behavior and communication to gather "nuggets"
for input into innovative solution design. They will gain experience
talking to users. They will learn why it's important not to skimp
on this step of the process. They will also learn when they might
be able to take shortcuts under tight deadlines and budgets, but
also what the tradeoffs are. They will learn how to bring stories
into the storyboards and use them to translate the stories into
design solutions that work. They will learn how to involve users
as effective design partners so we can understand what they really
want and how to meet their needs. Maximum number of participants48BACKGROUND OF PRESENTERSThyra RauchCustomer Research Architect IBM Voice: 408-463-2465 Email: trauch@us.ibm.com Thyra Rauch, who has worked at IBM for fifteen years, recently joined the IBM Software Group's data management team after working in the Tivoli Software division as a customer research architect for three years. She has been instrumental in validating product and UI direction, user roles, and role/task pairings across a number of different industries for multiple product solutions. Thyra has been using customer stories and storyboarding as an integral part of her design process. Thyra is an active member of the Usability Professionals' Association and is currently serving a second term on its board of directors as Secretary/Treasurer. She has a Ph.D. in experimental psychology from North Carolina State University, and is the author of 10 patents relating to user interface design. Gary Macomber Gary Macomber has worked in a wide variety of positions defining requirements and evaluating systems usability. He has validated product and UI direction as well as evaluated UI fit in a wide variety of product solutions. He has used structured analysis, storyboarding, and stories as critical components of defining and communicating user actions and expectations. Gary is an active member of the Usability Professionals' Association. He has a Ph.D. in Industrial and Systems engineering from Virginia Tech University. |
|
|
|---|---|
|
|
|
|
|
