LECTURE9 SOCIO-TECHNICAL ANALYSIS, SERVICE DESIGN, TASK ANALYSIS

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1 October 2th, 2014 LECTURE9 SOCIO-TECHNICAL ANALYSIS, SERVICE DESIGN, TASK ANALYSIS 1

2 Recapitulation Lecture #8 Software lifecycle Effort spend on design HCI lifecycle Waterfall, Spiral, Star Model Perspective for HCI: User Centered design User analysis, Task analysis Prototyping, Dialog analysis Evaluation, Usability testing 2

3 Software and Lifecycle Key issues: Verification: make sure your are developing the system right (requirements) Validation: make sure you develop the right system (customer/user) Iteration: improve the design from previous solutions/synthesis Evaluation: incorporate reviews of design by developers and future users Pivot on the user 3

4 The Star Model problem idea Task analysis / Implementation Functional analysis Prototyping Evaluation Requirements specifications Conceptual design / Formal design 4

5 User Analysis Methodology Stakeholders Persona, Scenario Problem statement Analysis techniques Questionaires Site Visits, Observations Ect. Is the situation always that straightforward? 5

6 New Interactions New interactions must make you feel uncomfortable with previous interactions Direct manipulation: Mouse based, Pointing device based Screen based Gestures? What would we experience as new 6

7 7

8 Example from HCI 2013 Project for Augmentation Can we make an augmented interactive fish. Technical aspects need be solved. Shadow casting Projection Users have to sort out how it works. Realized with the vvvv environment 8

9 The Augmented Zebrafish 9

10 Example: Menu in text webpages Accordion Menu folds out like an accordion Long pages Mental model of content Minimizes within page links Minimizes scrolling Increases congnitive load Increases interaction costs Hides information Complicates printing 10

11 Long Pages a Problem? 11

12 Socio-Organizational Analysis COMMUNITY DRIVEN SYSTEMS ANALYSIS 12

13 Stakeholders (from lecture 8) Anyone affected by success/failure of system. Primary stakeholders End users Secondary stakeholders Input/output related; do not use system, get output Tertiary stakeholders Management level, i.e. directly affected Customers Competitors Facilitating Design, development, maintenance 13

14 Stakeholders? There are different stakeholders to a problem Different requirements Result in different Usability requirements Acceptability requirements Important to capture stakeholder requirements Different techniques: OSTA, CUSTOM, SSM Direct involvement: Participatory Design, ETHICS 14

15 Socio-Organizational Analysis CUSTOM (User Skills and Task Match) Focus on the Stakeholders (requirements) 6 stages OSTA (Open System Task Analysis) Focus on the tasks in the system (users goals) 8 stages SSM (Soft Systems Methodology) No assumption; Complete picture of system 7 stages 15

16 CUSTOM: User Skills & Task Match Six stage process - focus on stakeholders (1-3) 1. describe organizational context, including: primary goals, physical characteristics, political and economic background 2. identify and describe stakeholders, including: personal issues, role in the organization and job 3. identify and describe work-groups whether formally constituted or not 16

17 CUSTOM: User Skills & Task Match Six stage process - focus on tasks (4-6) 4. identify and describe task object pairs i.e. tasks to be performed and objects used 5. identify stakeholder needs, - stages 2 4 described in terms of both current and proposed system - stakeholder needs are identified from the differences between the two 6. consolidate and check stakeholder requirements against earlier criteria 17

18 OSTA: Open System Task Analysis Consequences introduction technology on workfloor Eight stages model - focus on task 1. primary task identified in terms of users goals 2. task inputs to system identified 3. external environment into which the system will be introduced is described, including: physical, economic and political aspects 4. transformation processes within the system are described in terms of actions performed on or with objects 18

19 OSTA: Open System Task Analysis Eight stage model - focus on task 5. social system is analyzed, considering existing internal and external work-groups and relationships 6. technical system is described in terms of configuration and integration with other systems 7. performance satisfaction criteria are established, indicating social and technical requirements of system 8. new technical system is specified OSTA uses Flow-Charts Text Descriptors 19

20 Soft Systems Development Holistic view on systems design Technology and People are components Not a focus on a solution Descriptive understanding of situation: Rich Picture Captures workflow, Conflicts Useful approach for HCI Focuses on Planning Directs on understanding whole Human ~ Computer system Consists of 7 stages 20

21 Soft Systems Development 1. Problem situation (unstructured) 7. Action(s) to improve situation 2. Problem situation expressed 6. Feasible & desirable changes Real World Abstract World 3. Root definitions of relevant systems 5. Comparison Building conceptual models 21

22 SSM -stage 1-2 Rich expression of problem situation Meetings stakeholders (parties involved) Different stakeholders, different views Purpose of the system Perspective to system, emphasize aspects Not necessarily contradictory 22

23 Example SSM Stage 1-2 Efficiency in education: Government considers implementing system of standard assessment tests at schools, ages 7,11,14,16. Results are published: enable comparison Question? Stakeholders, Purpose from perspective Government.? Stakeholders : Teachers, parents, children, educationalists, gov.officials, prospective parents & employers Purpose: increase efficiency & allow comparison of performance between schools 23

24 Soft Systems Development 1. Problem situation (unstructured) 7. Action(s) to improve situation 2. Problem situation expressed 6. Feasible & desirable changes Real World Abstract World 3. Root definitions of relevant systems 5. Comparison Building conceptual models 24

25 SSM -stage 3 Formulation of "good" Root Definitions decisive to the creation of the conceptual model in Stage 4. Root Definition is tested against CATWOE, that defines a check-list for: Customer, Actors, Transformation process, Weltanschauwung (worldview), Owner, and Environment. 25

26 Example SSM Stage 3 Question? Give Root definition for school system using CATWOE C(lients) Teachers, schoolchildren, parents, government, educationalists A(ctors) Teachers, schoolchildren, assessment makers, government T(ransformation) From input to children to figures showing score (age) per school W(eltanschauwung) Test feasible/desirable method of improving efficiency O(wner): Government E(nvironment): Schools in education system 26

27 Rich Picture with CATWOE Development of a system for health services. Analysis by NIH 27

28 SSM -stage 4 Conceptual model A logical expansion of the Root Definition is made into the minimum necessary set of activities to define what the system actually does at a particular resolution level. The qualitative modelling process uses pictures and diagrams to define and communicate structure, logic, ideas and relationships. The Conceptual Model should be expressed by verbs. 28

29 SSM -stage 5 Comparison of the Conceptual Model with the real world is undertaken by comparing each of the second resolution activities within the model with the real world problem situation. 29

30 SSM -Merits Stresses understanding situation Does not stress understanding problem Problem might be caused by current system Perceived problem; Scope wide as possible Modelling away from real world Should not representing what happens now Seek solution outside current domain Creative 30

31 Others ETHICS (Effective Technical & Human Computer- based Systems) Relates to socio-technical approaches Stakeholders are participants in the development Focuses on Acceptance of the system Maximizes knowledge of stakeholders Participatory design Involves users early on in design phase Brainstorming sessions Lo-Fi prototyping Different techniques like PICTIVE/CARD 31

32 Designing coherent sequences of products... SERVICE DESIGN 32

33 Service Design Not just designing a Device Not just designing Software Design experience Coherence Satisfying Products: a network of experiences/combinations 33

34 e.g. Service Design 34

35 Touch-Points Example Touch-Point is an encounter with the Service Interaction in service chain Demonstrate consistency Interactions are defined in Service Design itunes ipod itunes software, local collection itunes store Share in home network Share Multiple devices (iphone, MacBook, PC...) 35

36 Brand Brand tells YOU what you Interact with Same entity = Service Provider Design Provide resources for people~provider interaction Service is more Intangible than Product Relates to life-style Service Rooted in life-style Interactivity in time/place - touchpoints 36

37 Design by Lifestyle: DbL DbL is an approach to design that aims to deal with service HCI in the 2010s. Key feature of designing for new environments Cannot gather requirements from observing people, Cannot interviewing people using existing systems. LifeStyle no existing systems no requirements aiming to meet a particular need. Designers need to create experiences and new services understand the characteristics of the people who will use their new services and engage with the new experiences. 37

38 LifeStyle Lifestyles focuses on the ways in which people lead their lives,on their aspirations rather than their intentions, on their values and on their search for identity. details of lifestyles and activities associated with lifestyles, vary across different domains and environments. Lifestyle notion constructed to be more abstract than personas and scenarios. Lifestyle presence of services (touch-points) the presence of others (both real and virtual) interactions appropriate to time, place and circumstance. Link to Time-Space matrix from Groupware (lecture 12) 38

39 Envisionment and DbL 4 Enabling Envisionment techniques are used Help in Rapid Prototyping of ideas. Video Scenarios (example, uni.me, Lecture 8) Style Sketches, Software demos Wizard of Oz. Necessary engaging people with evolving design 39

40 Example Service Design 40

41 HCI is task oriented, therefore Analysis for task orientation... TASK ANALYSIS 41

42 Task Analysis Task (definition) Something a user undertakes to achieve something To HCI, extremely meaningful Effective (G)UI design dependent on knowledge of: Frequency of use Ordering Importance of a task HCI focus on Task Analysis Decomposition Ordering Assignment (computer human interactions) 42

43 Task Analysis Logical representation of task sequence Introduces domain knowledge Grammar based task notation Graphical based task notation (structure chart) TASK: A goal together with some ordered set of actions Ordering refers to the logic TASK analysis Mono-teleological (oriented to one goal) 43

44 Task Analysis Task Analysis is the process of analysing the way people perform their jobs and it is important to the software designer because a major part of the design will focus on supporting the jobs peopledo. [McCauley, 1995] 44

45 Task Analysis Organization of user interaction with system into: Goals Methods Operators GOMS (see later lecture): Cognitive Task Analysis Constructs a model for user/system interaction Hierarchical decomposition Emphasis on sequence of operations 45

46 Methods for Task Analysis Hierarchical task decomposition Tasks, Subtasks, Actions, Plans Knowledge based analysis Organization of knowledge All objects and actions in a task Building taxonomy of relations TDH: task descriptive hierarchy Build rules of formal logic Entity-Relationship based analysis Cataloging objects and actions Emphasis on relationships Typical in OO-design, less accounting environment 46

47 Hierarchical Task Analysis (1) 0. Borrowing a book from the library 1. Go to the library 2. Find the book of interest 2.1 access the library catalog 2.2 access the search system 2.3 enter search criteria 2.4 identify required book 2.5 make a note of location 3. Go the correct shelf and retrieve book 4. Take book to checkout counter 47

48 Hierarchical Task Analysis (2) Decomposition has resulted in plans Plans are scenarios of dedicated interaction Plan arranged according to subtasks Plan: how action sequence is applied in a situation Plan 0: do If book not there: do Plan 2: do If book no identified: do

49 Types of plan Plan = structured path to achieve the goal. fixed sequence - e.g. 1.1 then 1.2 then 1.3 optional tasks wait for events cycles time-sharing discretionary mixtures - if <condition> then action - when <condition> then 1.4; time involved - do <action 1.. N> while <condition>; loop - do <action>; at the same time...(and do) - do any of <action a>,<action b> or <action > in any order - most plans involve several of the above 49

50 Allocation of Function What task done by human No support from computer system What task done by both computer / human Really shared task (INTERACTION) What is just done by the computer Nearly no human intervention /interaction What is a computer good at! 50

51 Human ~ Computer Tasks 51

52 Hierarchical Task Analysis (1970) Hierarchical task decomposition often using structure chart decompose in tasks, subtasks, and actions plan: sequence of subtasks or actions (TDH) TA should coincide with user s mental model task allocation important 52

53 Task Decomposition What questions need to be asked: Why? What happens before? What Knowledge is required! Task What happens next? What subtasks? 53

54 Hierarchical Task Analysis (1970) Based on graphical representation of task decomposition in task hierarchy diagram (THD) describes tasks in hierarchy of actions and plans 1. Identify major tasks 2. Breakdown tasks 3. Draw tasks/subtasks as layered diagram 4. Continue decomposition 5. Ask someone to check your analysis ACTION: simple task, not iterated. 54

55 Hierarchical Task Analysis Hierarchical task analysis for creation of reading website 55

56 56

57 Case Study Fast Ferries Design a computerized system to support fast and efficient on-line enquiries and bookings at each sales position: reservation system Supported activity Sales to general public by staff in travel agency Users Staff in travel agency Level of Support Detailed enquiry; Information processing; Validation Form of solution On line system 57

58 Task Hierarchy Diagram (THD) Serve customer Make enquiry Make booking Perform other Service Check routes sailings Availability Accomodation Enter detail Confirm detail Accept deposit Record deposit 58

59 THD with function allocation 1 Serve customer 1 Make enquiry 2 Make booking 3 Perform other Service Check 1 Routes 2 Sailings 3 Availability 4 Accomodation 1 Enter detail 2 Confirm detail 3 Accept deposit 4 Record deposit 59

60 User-Centred Design Overview Design requires assessment Establish who are users what are their goals what tasks need to be performed Task Analysis Characterize what steps users need to take Create scenarios of actual use Decide which users and tasks to support Design based on user characteristics and tasks Evaluation Test interface by walking through tasks Typically before implementation 60

61 Review #9b Task analysis To Do Cognitive analysis Dialogue analysis Usability Envisionment Prototyping Evaluation 61

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