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Requirements & Solutions Talk to your customers in the field 1 Contextual Inquiry Interpret the data as a team to capture key issues and activities Interpretation Session 2 Consolidate data across customers for a full market view Experience Models & Affinity Diagramming 3 Generate new products & the next product concepts steeped in data Visioning & Cool Drilldown 4 Define & Validate Concepts Define system structure, function, content and user interaction Interaction Patterns & User Environment Design 6 Mock up the interface to validate direction and UI with customers Paper Prototype Interviews 7 Design and test the final look; base stories on validated function Visual Design & Agile Stories 8 Work out the details of particular tasks and roles Storyboards 5 1 

Requirements & Solutions Talk to your customers in the field 1 Contextual Inquiry Interpret the data as a team to capture key issues and activities Interpretation Session 2 Consolidate data across customers for a full market view Experience Models & Affinity Diagramming 3 Generate new products & the next product concepts steeped in data Visioning 4 Define & Validate Concepts Define system structure, function, content and user interaction Interaction Patterns & User Environment Design 6 Mock up the interface to validate direction and UI with customers Paper Prototype Interviews 7 Design and test the final look; base stories on validated function Visual Design & Agile Stories 8 Work out the details of particular tasks and roles Storyboards 5 1 

Design for Life in a Remote World 

You run interviews and working meetings the same way ▪ With a remote twist The teamwork is the same ▪ With more structure in the meetings Simultaneous collaboration tools are a must ▪ And everyone needs to have them ▪ Including the customer 

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Video meeting tools like Zoom or Teams ▪ That can be used for hours with up to 20 people ▪ Shared by team members and customers alike worldwide Simultaneous Collaboration Tools ▪ Google docs and sheets ▪ Miro – a collaborative whiteboard ▪ Figma for prototyping Multiple devices ▪ Computer – phone – tablet – stylus or pen for tablet ▪ Expect to have more than one device logged in per person ▪ Big and multiple screens will help 

Do what is critical to the business now ▪ Enhancing an existing tool, website, app, process with a focused purpose ▪ Exploring a new role you know matters or an adjacent process with your users ▪ Exploring a new market one role at a time with rolling integration What is small? 6-8 users with ▪ 1-2 job types looking at a common activity ▪ Working in 1-2 work/consumer contexts or company/lifestyle types ▪ Balance gender and age as relevant to the business target Want something bigger? Plan rolling mini-projects ▪ Interview, interpret and consolidate in chunks ▪ Vision and start some design components to get feedback on ▪ Do another role or two and integrate the data ▪ Vision again and adjust and repeat 

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The field interviewing process ▪ One-on-one two-hour field interview ▪ Gathering detailed information about the target practice ▪ In the location people do the activity ▪ Through observation and discussion Guided by principles to run the interview ▪ Context: Go to the user; see the activity in-situ ▪ Focus: Guide the discussion with your project purpose ▪ Partnership: Let the user lead the conversation ▪ Interpretation: Share your hypotheses; challenge your assumptions 

Consumer and office style work can be understood ▪ Share apps used on-line – but get a wider view too ▪ “See” dropping in” by phone, text, Slack, chat… Electronics or appliances can be “seen” at home ▪ Use the phone to “see” their home, kitchen, wires, family activities ▪ Have them send photos Manufacturing/warehouse work can be “seen” ▪ Share work done in an on-line tool ▪ Use a phone to “see” layout, machinery, forms… ▪ Have them send photos and screen captures 

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Meetings work best with Clear goals and a well-defined process An artifact all can see when co-creating Clear criteria for goodness A small number of people to ensure airtime Moderators when more than 3 people Rules of engagement defining interaction values 

A structured meeting ▪ Capturing the data from one field interview ▪ Notes and models Focused only on one interview at a time Interpret as a group of 2 to 4 ▪ Depending on the number of models Complete within 48 hours of the interview – 24 is better Notes capture ▪ Key issues, design ideas and questions 

Use video to see each other Interviewer tells the story in order ▪ All participants ask for clarification or share design ideas Notetaker captures data in Google docs ▪ Docs is better to see the note than sheets ▪ Then transfer to Sheets to build Affinity ▪ It’s collaborative now – but don’t use 2 notetakers Modelers capture model notes in Miro ▪ In the appropriate model template Facilitator ensures all participate 

Always build an affinity – But now it is built in Miro 

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Day-in-the-Life Model ▪ Shows how people interleave home and work activities for the target activity ▪ Captures how people use different places and devices – and the amount of time they spend on it. Identity Model ▪ Characterizes the target population ▪ Reveals key identity elements to support ▪ Shows sources of pride, self-esteem, and values Day in the Life Identity Model 

Connection models ▪ Good for collaboration or connection heavy products Collaboration Model ▪ Shows how people interact to do the activity. Relationship Model ▪ Reveals how relationships influence the person doing the activity Collaboration Relationship 

Sensation Board ▪ Shows the aesthetic and emotional experience needed to hook people ▪ For industrial and visual design Task analysis and sequence models ▪ Drive low level design and storyboarding ▪ Or usability fixes Sensation Board 

Choosing models depends on project focus and time ▪ The more models you use, the wider understanding is captured ▪ But it takes more time Get the right data during the Contextual Interview ▪ Collect the appropriate data for the model in the field interview ▪ Day in the Life: Walk through the last few days of the activity capturing stories that include place, time spent, device, information for each event Interpretation Session ▪ Capture model data and notes simultaneously ▪ Use the model template to capture model data Day in life U1 Home In the World Commute Work Commute 

Same rules as in paper ▪ Create one actual model for each user with user number ▪ All listen for the model data and point it out ▪ Modeler writes stories or quotes on a note ▪ Put it in the right section of the template for that user ▪ Team checks the models as they are built to be sure all is captured 

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Group related yellow notes together ▪ A team member puts up a note ▪ Others add similar notes based on note content Name the themes and issues ▪ Express the issue in voice of customer ▪ Create blue note labels for columns Find the structure ▪ Group blue labels into pinks themes ▪ Group pinks labels into green high-level stories U03-15 Makes a distinction between simple place they sleep for one night vs resort with all the activities they want U04-49 Used map of Amalfi coast on iPad to look at little towns in area to decide which to research U05-36 Where they stay needs a fridge so they can save some money on food and eat in the room U03-8 Researches new places on hotels.com to see if they have right combination of price and amenities. U07-17 She starts at TripAdvisor because it gives a good overview of what to do in an area U04-59 Considers size of possible rental places, photos, location in town, and reviews U04-58 After looking at town in Amalfi Coast in Google maps, went to vrbo.com to see if there were nice places to rent there First I choose a place then research what activities I can do there I have a list of things to look for when choosing a place I don't choose a destination until I check out available accommodations Activities and accommodations drive planning Travel research and planning 

Plan your session – it’s slower but it works with the same process ▪ Use video to see each other and talk during building • Use a team of 4-8 ▪ Build with 4-5 users to start (200-400 notes) • Add additional users 2-3 at a time ▪ Set up Miro with 30 rows across and build in 2 layers 

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Start with 3-5 high density actuals ▪ The sections match the problem Assign a 2-person team to each model consolidation ▪ Use a voice channel and appropriate collaborative tool Copy over key notes/stories from the actuals ▪ Identify sub-areas and themes within them ▪ Places in the home, at work, in the world Choose: Pick the best to keep ▪ Check other actuals for better stories Write up best stories and section text ▪ Using “I” language Make it beautiful! ▪ Put it in a presentation template for use 

Day in the Life 

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Immerse the team in the user’s world Walk the wall – from data to design ideas ▪ Individuals silently put design ideas on the Affinity in Miro – so no video needed ▪ Work individually without discussion over 1-2 days before visioning ▪ Put DI’s near the blue, pink, or green label it addresses Walk the models second ▪ Put DI’s on the parts of the model structure Make lists to focus the vision ▪ Gather in a synchronous video meeting to “make lists” right after the wall walk ▪ User Issues – technology to use – Hot ideas captured in a Google Doc or on Miro board ▪ Notetaker types while people contribute in a round robin format ▪ Don’t put your ideas in separately – hearing others helps create a shared understanding 

Visioning is a group storytelling process ▪ Explore possibilities and flesh out cases from the data ▪ Evaluate afterwards to free creativity ▪ Create multiple visions Make the story real ▪ Who am I? What am I doing? ▪ Weave technology into the story ▪ Synthesize it as you tell the story ▪ Let the story drive the technology together 

Draw as usual but into Miro Use small teams to allow for airtime ▪ 4-6 participants in addition to the Pen ▪ With a larger group start together then work in parallel teams on different vision themes Vision teams talk to the Pen building on the emerging story ▪ Use a video channel for each vision team 

Team evaluate 3-5 visions ▪ Everyone is on video and Miro ▪ Display visions side-by-side Present each vision ▪ Then capture +’s and –’s Notetaker captures response ▪ Capture +’s before –’s ▪ In text boxes next to the vision ▪ Use a Round Robin format Participants generate DI’s to overcome -’s ▪ Put DI note on the vision after evaluation + • Works for the user • Easy to implement • Fits the organization • Supports good principles of design and Cool Concepts • Sales point - • Doesn’t work for the user • Hard to implement • Creates organizational difficulties • Violates good design and Cool Concepts 

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Requirements & Solutions Talk to your customers in the field 1 Contextual Inquiry Interpret the data as a team to capture key issues and activities Interpretation Session 2 Consolidate data across customers for a full market view Experience Models & Affinity Diagramming 3 Generate new products & the next product concepts steeped in data Visioning & Cool Drilldown 4 Define & Validate Concepts Define system structure, function, content and user interaction Interaction Patterns & User Environment Design 6 Mock up the interface to validate direction and UI with customers Paper Prototype Interviews 7 Design and test the final look; base stories on validated function Visual Design & Agile Stories 8 Work out the details of particular tasks and roles Storyboards 5 1 

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Karen Holtzblatt and Nicola Marsden Why can’t tech companies retain women? How can companies transform their work culture? Women in tech leave the field twice as often as men Women report more stereotyping, hostility, and feelings of not belonging – even after 40 years of awareness. Learn Understand our perspective and findings gleaned from our deep dive research into the work lives of WIT & the literature. Try Try our tested interventions, practical techniques for onboarding new hires, work practices, interpersonal dynamics, & nudging change. Manage Shift how you manage diverse teams. Get the benefits of diversity to produce innovative results while women thrive. 

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