1. S556 Systems Analysis & Design Week 10: November 11, 2008

2. S556-Fall2008 2 Announcement Guest lecture on November 25 th Will postpone the teamwork presentation to December 2 nd

3. S556-Fall2008 3 Team Process Presentation on December 2nd 15 minutes Present your teamwork process, not the findings about the project Use artifacts Everyone should be involved in the presentation

4. S556-Fall2008 4 Comparing Various Consulting Models (Schwen, 1995) Product consulting Prescription consulting Collaborative (Process) consulting  ~= Block’s Flawless consulting  Consultant as a witness

5. S556-Fall2008 5 Consolidated Models Show where the breakdowns and bottlenecks are Elevate what would otherwise be a bunch of anecdotes to reveal systemic problems Give the IT dept a way to talk back to the business about prioritization decisions

6. S556-Fall2008 6 Seeing A Big Picture Systemic thinking  Seeing the pattern of customer work practice as a unified whole  Responding to it with a coherent system  Viewing both work and system as coherent wholes C.f., Moody from week 8’s reading

7. S556-Fall2008 7 “Technology” of Work Practice How to see issues in the data How to think about redesigning work to address the issues How to work with different process options for redesigning work and their benefits and drawbacks

8. S556-Fall2008 8 Consolidating Sequence Models Show the common structure of a task across a customer population Use the flow model to identify the important tasks Only consolidate tasks that the system will support, that you will redesign, or that you need to understand in detail

9. S556-Fall2008 9 Consolidated Sequence Model What the user is up to  Consider whether the primary intent needs to be met  Support the primary intent a new way  Account for all secondary intents  Redesign to support achieving sub- intents

10. S556-Fall2008 10 Example of Consolidated Sequence Model Prepare study guide for class/make lecture notes available to students ActivityIntentAbstracted StepsBreakdowns Create study guide Create additional materials based on course lecture to help students prepare for assignments Finding digital versions of images that match the text book images List image #s (DIDO #s or textbook #s) to be reviewed List terms necessary Share lecture/ study guide Share lecture Upload lecture to Oncourse Schedule office hours to review lecture 20 MB per PPT lecture requirement in Oncourse which either suggest faculty to break up lectures or to meet size requirements Share study guide with students Upload study guide to Oncourse

11. S556-Fall2008 11 Consolidating Flow Models Reveal the communication patterns that underlie the way the customers do business Show the scope of the work domain a project intends to address Shows how the work that the project is focused on fits into the customers’ larger work practice

12. S556-Fall2008 12 Consolidating Flow Models Step 1: generate complete list of responsibilities for each individual Step 2: examine each responsibility Step 3: define a new role, if necessary Step 4: recognize when different people play the same roles Step 5: how roles map to individuals Step 6: consolidate the artifacts and communications between people

13. S556-Fall2008 13 Consolidated Flow Model Role switching  Eliminate redundant data entry  Support movement from role to role  Support consistent interfaces for the different roles  Save state to support interruptions

14. S556-Fall2008 14 Consolidated Flow Model Role strain  Automate or eliminate roles  Support and organize roles  Move responsibilities or roles to other people Role sharing  Tailor the interface style to the user  Tailor the data presented to the user  Share data internally across the types of user  Fit with the rest of the roles each type of user plays

15. S556-Fall2008 15 Consolidated Flow Model: Consider Roles First Head chef - Keep track of what’s in the kitchen - Provide oversight & instruct other cooks as necessary - Make sure cooks are working together - Communicate exact needs to shopper - Decide on desired meals for special event with event planner - Find out what’s needed to restock inventory Cook - Negotiate meals and who will make them with other cooks - Coordinate with head chef on use of kitchen - Make sure ingredients for planned meal are available - Coordinate with head chef on how to make meal Shopper -Find out from head chef what to buy and when to go - Make on-the-spot decisions about substitutions -Bring accounting of expense to fund manager Event planner Funds manager

16. S556-Fall2008 16 Consolidating Artifact Models Individual models show the structure and usage of the things people create and use Consolidated artifact models shows common organizing themes and concepts that people use to pattern their work

17. S556-Fall2008 17 Consolidating Artifact Models Step 1: group artifacts of a similar type Step 2: identify the common parts of the artifacts Step 3: identify structure, intent, and usage within similar parts Step 4: identify differences & determine how to integrate them

18. S556-Fall2008 18 Consolidated Artifact Model Why it matters  Support the intent more directly  Support intents indicated by informal usage  Account for all intents What it says  Provide data automatically  Share context between roles directly  Support communication implied by the artifact

19. S556-Fall2008 19 Consolidated Artifact Model How it chunks  Use the structure of the artifact to guide the structure of the system  Maintain the distinctions that matter to users What it looks like  Determine the intent of the presentation details  Mimic the intent of presentation details, not the details themselves

20. S556-Fall2008 20 Consolidating Physical Models Individual physical models show the workplace and site for each user interviewed Consolidated physical models show the common physical structure across the customer population & the key variants that a system will have to deal with

21. S556-Fall2008 21 Consolidating Physical Models Step 1: separate the models into types of spaces Step 2: catalog the common large structures & organization, e.g., buildings, rooms, walls, sitting area, etc.  Identify types of hardware, software, and network connections

22. S556-Fall2008 22 Consolidating Physical Models Step 3: identify constraints a system must live with & problems it might overcome Step 4: identify movement on the physical models

23. S556-Fall2008 23 Consolidated Physical Model See B&H p. 250 The reality check  Don’t depend on what’s not there  account for movement and multiple locations  Overcome communication problems  Take advantage of what is there

24. S556-Fall2008 24 Consolidated Physical Model Work structure made real  Build conceptual structures into the system  Match the intent of the place, not the detailed appearance  Make the things in the user’s face easily accessible  Put things placed behind the user out of the user’s way

25. S556-Fall2008 25 Consolidated Physical Model Movement and access  Match or improve the flow of artifacts  Maintain conceptual separation between parts of the work  Support the intents implicit in the arrangement of space Partial automation  Address all intents of the paper system  Provide complete coverage in the online system  Help keep online and paper in sync if paper is still needed

26. S556-Fall2008 26 Consolidated Physical Model Pitfalls  Not taking the physical environment seriously E.g., if people don’t have printers by their desks, don’t build a system that requires frequent trips to the printer E.g., If your users walk around all the time, don’t try to tie them to a desk by giving them a product that only runs on a desktop

27. S556-Fall2008 27

28. S556-Fall2008 28 Consolidating Cultural Models Indicates a direction for the design Shows within that direction what constraints have to be accounted for

29. S556-Fall2008 29 Consolidating Cultural Models Step 1: walk through each individual model, cataloging and grouping influences (bubbles) Step 2: consolidate influences. Reduce redundancies Step 3: focus on influences, not on communication flow (See B&H Figure 9.24, p. 196)

30. S556-Fall2008 30 Consolidated Cultural Model Interpersonal give-and-take  Reduce role isolation  Increase communication  Address the immediate complaint Pervasive values  Make positive values and absolute constraints easier to achieve  Make negative values harder to achieve  Oppose negative values by introducing counterbalancing positive values

31. S556-Fall2008 31 Consolidated Cultural Model Managers need to monitor and manage the values of an organization Make sure the changes you introduce will cause someone in the customer population to take notice (get buy-in)

32. S556-Fall2008 32 Consolidation The affinity diagram:  Data from individual users to groups Consolidation helps us understand intent, strategy, structure, concepts, and mid-sets to support customers

33. Affinity Diagram

34. S556-Fall2008 34 The Affinity Diagram (see Chapter 8 in HWW) Shows the scope of the customer problem Defines the key quality requirements on the system, e.g., reliability, performance, hardware support, etc. The hierarchical structure groups similar issues A designer can learn the key issues and the data It is recommended to build the affinity in a day

35. S556-Fall2008 35 The Affinity Diagram Problem Label Labels Sub-problem data

36. S556-Fall2008 36 Contextual Design for Invention Get diverse perspectives Inquiry into the consolidated work models Brainstorms new work practice Develop multiple solutions

37. S556-Fall2008 37 Using Models for Design Synthesize across the models Discuss the models and possible metaphors in the team, which leads to shared understanding and perspectives Data  consolidated models  design

38. S556-Fall2008 38 Goals of Work Redesign To look across the different models and see a unified picture of work practice To use multiple perspectives to reveal the issues To use multiple possibilities to drive the invention of a creative design solution

39. S556-Fall2008 39 Affinity Model Exercise Each team will fill out 10 index cards (observation notes) + 3 orange index cards (category notes) Build affinity model based on these cards