1 Real-World CARD A Tool for Task Analysis & Design By Len Conte, Mark Ainscow, Debbie Cook, Stephen Reinach & Lissa Story Collaborative Analysis of Requirements for Design understanding of data fromother packages in M ATLAB T2 Gone outside boundary of currenttool set T3 H as reached a pain threshold and needs to solve something T4 D eveloping an algorithm T6 Trying out MATLAB to see if itis satisfactory T7 C urious about some data T8 Triggers Boss has seta problemto solve T1 Ido itin MATLAB because it’s already open T21 Wing it! T15 Is the data in a local textfile? Yes O therw orkflow s not explored E.g.local binary, scanned fromjournal, live feed,etc. Also,problems specific to cell arrays notaddressed START Open data in text editor Preprocess data (Optional) C opy fromtexteditor, paste into MATLA B Google “M ATLAB ”and My File format S earch DOC for correctread function Make fake (small)file w ith same formatto test RESEARCH C hoose properimport method fordata format, content,size File -> Im port Im portw izard No Too Big? Yes R educe size offile Outofmemory error (graceful) D ouble-click on file in C urrentD irectory Browser(M AT-file) T11 A ppropriate “load”or “read”function TRY TO LOAD U se MATLAB tools fordata-specific importprocess Can’tright-click on file in Windows E xplorerand get MATLAB-related functions Can’tsingle-click importa file fromthe Editor Indications thatload succeeded are easy to miss There is no indication thatthe load resultis useful No “Load”fails (ok)but doesn’tsuggest alternatives (bad) D ata loads? H eaderrow s in text file w hich are not labels (metadata) D ata type ofimported data does notmatch type in file Y es *Search D oc for file suffixes *Tools directory forim porters G o back to “Research” MATLAB doesn’t crash – data is visible somewhere in MATLAB for checking Progress baror spinning icon for confirm ation Open imported arrays in array editor Atsome point you have to start and see w hat goes wrong Weak date support– no “date”data type W HOS,etc.in command window Inspectin Import Wizard,Array Editor, Workspace Brow ser CHECK DATA C orrelate data in file w ith variables and strings in MATLAB E xcelshow s immediately and directly whatw as imported – MATLAB doesn’t Checking imported data againstfile may require m ultiple tools *H ard to examine edges oflarge data sets (e.g.four corners ofmatrix) D ata in MATLAB matches data in the file No Imported data correct(ed)? Yes Thumbnail view s of data *C an’t do simple visualization transforms in GUI– transpose,log,etc. *Tools forexamining 3D data (sliders, slices) D ATA (numbers)is properly loaded and plottable G3 C orrectdata “by hand” Go back to “R esearch” Metadata handled? C reate and name variables in Array M ETADATA Manage labels, notes,odd data types N ame variables in ImportW izard, Workspace brow ser, C ommand line N o provision for metadata (notes,etc) Use Scribe and labeling (later) PuntMetadata No MAKE DATA PLOTTABLE Is the correctly imported data complete and Find N aN s and deal w ith them *Examine corners of data,look forgaps, same numberof crow s throughout, etc. C hecking :>2D data a specialproblem Spreadsheettype editing ofnumerical data Metadata in M ATLAB matches data in the file Metadata loaded and plottable G3 Tw o vectors are incommensurate >> plot(x,y) (command line) MAKE DATA C reate a new figure – launch plottools PlotfromWorkspace Brow ser Go to H elp on “plot” or“graph” Preconceived Idea or standard format T16,17,18,19 PlotPicker(s) A lldata and labels plot? N o w ay,dude Yes All necessary data and labels are in w orking figure Figure is ready for analysis G4 *P lotlooks w rong,but itis right (distorted by outlier) P lotting labels on x axis is problematic *H ard to getdata froma plot – no single point *H ighlightsingle data itemin plotand editit C hange scaling D O C and H elp D emos and examples N umbers are right? Spreadsheettype editing ofnumerical data Processing with functions in command window Transformthe data R emove outliers R eview problem statem ent SHOW OFF THE DATA D o the numbers fitthe plot? FIND AND TRY BETTER PLOT TYPES R econsiderdata Yes No Plotpicker(s) C hange plot Plot adequately show s data? Try another Y es No A llnecessary data correctly represented in the plot *Transform data by reorganizing itinstead ofreducing or throw ing data aw ay G 10 *Segregate noise G 11 D ata and labels are workable for analysis purposes D ata is adequately visualized G7 S o many plots,so little time H ard to find Plot Picker(s) *S witching families of displays is a short mentalstep,buta long process Frustrating numberof iterations It’s hard to know w hatthe bestis when you haven’tseen it yet Replotfrom command line or picker SHOW THE SOLUTIO N Work w ith the data view to understand Zoomand/orPan D ata tips Ginput Figure Property C hange View (Camera Toolbar) Getsmallersubsetor know n data to w ork with R ightView for understanding? No Yes Back to change the plot R eally bad R eview problem statem ent Is data within acceptable param eters? T10 D oes D ata match hypothesis? T9 Many modes for exploration Zoomand pan atthe same time? H ow bad is it? Notso bad PlotTools C ommand line Figure Toolbar LET ME COUNT THE WAYS TO WORK WITH TH E P LO T Which toolshould I use? D o they w ork together? N eed to add explanations to data T19 C oncerned w ith the appearance of the data T22 LEGEND AND COLORBAR Add legend and colorbarfirstso they don’tmess up Add legend and/or colorbar Scribe ADDINGW O RD S Lay in the details ofthe A dd data to plot (commands to script) title,labels,dataticks, etc. Inserting annotation starts ploteditm ode StartPlotEditMode D ata Tips MOVINGTH IN G S AR OUND O rganize forpresentation Align figure and legend A lign multiple figures C hange View (Camera Toolbar) C ommands expect HGproficiency Writing formatting code is H AR D Textform atting is hard (subscript, superscript) *Log x-axis superscripts hard to read on MAC *D id notknow about “Latek” Itisn’t obvious how to add G reek or scientific symbols to the text *C an’teasily reset variables to colormap PlotEditmode is hard to find It’s still easiertoi annotate in another application *N o minim al,light grey (one pixel) gridlines *Polarplots!!! Equation editorlike MS Word a colordefto line handles *Mouse dow n on line to convertcoloron it fromlist *N o group legend (x legend entries w ith y lines each) *Notobvious you can editlegend text directly *Mustdo legends first because they dominate space Legends cannotbe m xn *The mannerin w hich w e use handles within legends has changed in the lastthree releases *There are different modes ofaccess to MATLAB figures,but only the firstis obvious Message is clear? No Yes Communicate effectively to Boss G6 Tufte smiles G 12 Looks professional G 14 SAVE Next? A U TO M A TIO N U nexplored Exportor Print N eeds to insertinfo into a document T5 N eed data in an electronic format T20 Build something to do the same thing tom orrow G9 G enerate M-code Edit/S ave scriptuntil itworks C ode replicates the plot? Running a script? N oteverything can be automated Lock Legend – Plot distance D on’tknow how big is too big untilyou fail D ata is in MATLAB G1 No way to tie metadata to data D ata plottable? Fig-file T12 Back to “research” Yes No D ata is ready for presentation treatment U nderstand and acceptthe data G8 Camera Toolbar U nexplored workflow (Moving to another application) U nexplored Workflow (Exporting and P rinting) Puntautomation Automation doesn’t offerthe options I w ant Automated input code doesn’t link up w ith automated figure code U nexplored workflow (C ut,copy,paste) R econsiderdata C an’tsetdefaults for new figures (e.g.“box off” GetRaw D ata Into MATLAB Check Data AgainstFile B ring In Labels,Nam es,N otes FirstS hotata Plot C lean the Data Manipulate and Explore the D ata D ress and Display the Data Getthe PlotOut Y es Yes Yes No Automate
82
Embed
UXPA 2013 CARD: A Collaborative Tool for Rapid Task Analysis and Design
To create great design you need to understand how your users do their work. You can do that using CARD, a collaborative method that gets your team on the same page about your user's workflow. Apply it to desktop, web, or mobile apps. New to task analysis? Looking for new ways to collaborate with your developers? Or variations you can use with your work? This method is for you!
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
1
Real-World CARDA Tool for Task Analysis amp Design
By Len Conte Mark Ainscow Debbie Cook Stephen Reinach amp Lissa Story
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data t ips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find
Itrsquos still easier toi annotate in another
application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12
Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateCollaborative Analysis of Requirements for Design
2
What Will We Do
Time Section900 Introduction
920 Create a current workflow1030 Break
1100 Create a current workflow (cont)1230 Lunch
145 Create a future workflow300 Break
330 Create a future workflow (cont)
415 Share success story
445 Plan for CARD
3
Why Care about CARD
Get team on same page ndash consensus and shared understanding
Generate task analyses Generate workflows Clarifygenerate requirements Generate ideavision of future projects Prioritize features and requirements Find issues that fall between the
lsquocracksrsquo Help get you to a design
4
What Will You Learn
Yoursquoll learn to
Use a task analysis tool called CARD
Apply best practices when using CARD
Identify when to use CARD and its variations
5
What is lsquoTask Analysisrsquo
An information gathering technique that helps us
bull Understand how users perform work to accomplish goals
bull Move from requirements (the what) to design (the how)
6
What are Some Task Analysis Methods
7
How to Choose
Low Effort
Rich Data
Builds Consensus
Visual Generates New Workflow
Questionnaire X
Interview X
Contextual Inquiry X X
Reality Map X X
CARD Big Picture X X X
CARD Current X X X
CARD Future X X X X
8
A tool for performing task analysis or design where users and stakeholders guided by a facilitator collaborate in construction of workflows
What is CARD
I think Irsquod rather manage a large software development project
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
2
What Will We Do
Time Section900 Introduction
920 Create a current workflow1030 Break
1100 Create a current workflow (cont)1230 Lunch
145 Create a future workflow300 Break
330 Create a future workflow (cont)
415 Share success story
445 Plan for CARD
3
Why Care about CARD
Get team on same page ndash consensus and shared understanding
Generate task analyses Generate workflows Clarifygenerate requirements Generate ideavision of future projects Prioritize features and requirements Find issues that fall between the
lsquocracksrsquo Help get you to a design
4
What Will You Learn
Yoursquoll learn to
Use a task analysis tool called CARD
Apply best practices when using CARD
Identify when to use CARD and its variations
5
What is lsquoTask Analysisrsquo
An information gathering technique that helps us
bull Understand how users perform work to accomplish goals
bull Move from requirements (the what) to design (the how)
6
What are Some Task Analysis Methods
7
How to Choose
Low Effort
Rich Data
Builds Consensus
Visual Generates New Workflow
Questionnaire X
Interview X
Contextual Inquiry X X
Reality Map X X
CARD Big Picture X X X
CARD Current X X X
CARD Future X X X X
8
A tool for performing task analysis or design where users and stakeholders guided by a facilitator collaborate in construction of workflows
What is CARD
I think Irsquod rather manage a large software development project
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
3
Why Care about CARD
Get team on same page ndash consensus and shared understanding
Generate task analyses Generate workflows Clarifygenerate requirements Generate ideavision of future projects Prioritize features and requirements Find issues that fall between the
lsquocracksrsquo Help get you to a design
4
What Will You Learn
Yoursquoll learn to
Use a task analysis tool called CARD
Apply best practices when using CARD
Identify when to use CARD and its variations
5
What is lsquoTask Analysisrsquo
An information gathering technique that helps us
bull Understand how users perform work to accomplish goals
bull Move from requirements (the what) to design (the how)
6
What are Some Task Analysis Methods
7
How to Choose
Low Effort
Rich Data
Builds Consensus
Visual Generates New Workflow
Questionnaire X
Interview X
Contextual Inquiry X X
Reality Map X X
CARD Big Picture X X X
CARD Current X X X
CARD Future X X X X
8
A tool for performing task analysis or design where users and stakeholders guided by a facilitator collaborate in construction of workflows
What is CARD
I think Irsquod rather manage a large software development project
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
4
What Will You Learn
Yoursquoll learn to
Use a task analysis tool called CARD
Apply best practices when using CARD
Identify when to use CARD and its variations
5
What is lsquoTask Analysisrsquo
An information gathering technique that helps us
bull Understand how users perform work to accomplish goals
bull Move from requirements (the what) to design (the how)
6
What are Some Task Analysis Methods
7
How to Choose
Low Effort
Rich Data
Builds Consensus
Visual Generates New Workflow
Questionnaire X
Interview X
Contextual Inquiry X X
Reality Map X X
CARD Big Picture X X X
CARD Current X X X
CARD Future X X X X
8
A tool for performing task analysis or design where users and stakeholders guided by a facilitator collaborate in construction of workflows
What is CARD
I think Irsquod rather manage a large software development project
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
5
What is lsquoTask Analysisrsquo
An information gathering technique that helps us
bull Understand how users perform work to accomplish goals
bull Move from requirements (the what) to design (the how)
6
What are Some Task Analysis Methods
7
How to Choose
Low Effort
Rich Data
Builds Consensus
Visual Generates New Workflow
Questionnaire X
Interview X
Contextual Inquiry X X
Reality Map X X
CARD Big Picture X X X
CARD Current X X X
CARD Future X X X X
8
A tool for performing task analysis or design where users and stakeholders guided by a facilitator collaborate in construction of workflows
What is CARD
I think Irsquod rather manage a large software development project
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
6
What are Some Task Analysis Methods
7
How to Choose
Low Effort
Rich Data
Builds Consensus
Visual Generates New Workflow
Questionnaire X
Interview X
Contextual Inquiry X X
Reality Map X X
CARD Big Picture X X X
CARD Current X X X
CARD Future X X X X
8
A tool for performing task analysis or design where users and stakeholders guided by a facilitator collaborate in construction of workflows
What is CARD
I think Irsquod rather manage a large software development project
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
7
How to Choose
Low Effort
Rich Data
Builds Consensus
Visual Generates New Workflow
Questionnaire X
Interview X
Contextual Inquiry X X
Reality Map X X
CARD Big Picture X X X
CARD Current X X X
CARD Future X X X X
8
A tool for performing task analysis or design where users and stakeholders guided by a facilitator collaborate in construction of workflows
What is CARD
I think Irsquod rather manage a large software development project
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
8
A tool for performing task analysis or design where users and stakeholders guided by a facilitator collaborate in construction of workflows
What is CARD
I think Irsquod rather manage a large software development project
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
9
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users amp their goals
Your Method
Your Task Analysis Method
Future Design Scenario
Current WorkFlow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Your Method
Do you understand users and their goals
Do you understand current workflow
Do you want to use CARD to get to a design
System Under DesignWireframes click-thrus paper prototypes sketches workflow designs APIrsquos
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
10
Current Workflow
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
11
Using CARD to Get to a Design
Yes
YesNo
No
Current WorkFlow
Big Picture (optional)
Do you understand users and their goals
Do you understand current workflow
Your MethodResearch users amp their goals
Your Task Analysis MethodCurrent Workflow
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
12
Travelocity - Car RentalScenario
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
13
Travelocity - Car Rental Video
>
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
14
Anatomy of a Current Workflow
Solution
Task
Pain
Decision
GoalDecisionTask Solution Pain
Goal
Time
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
15
Travelocity - Car RentalConstructing the Flow
User Stephen an infrequent traveler who loves a good online deal
Goal Stephen will be traveling to Pasadena CA to attend the Tournament of Roses Parade Jan 1 2014 He needs to rent a car while he is out there on vacation
Task Find the best rental car deal possible using discounts available to him He has an Avis discount and is also a AAA member
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
16
Break
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
17
Travelocity - Car Rental Validate the flow Pick someone to walk through the flow as lsquouserrsquo
ndash Make sense Everything covered Add phases and a title
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
18
Travelocity - Car RentalDebrief Creating a Current Workflow Doing
ndash Howrsquod it gondash What did you find challenging Easy Puzzling
Facilitationndash What did you notice about our facilitating
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
19
Anatomy of a Current Workflow
TitlePhaseActivity
Solution
Task
PainConnection
Decision
GoalDouble
Box
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
20
Supporting Materials (Optional)
Agenda Ground rules Description of target users Scenario Out of scope Terminology Legend Parking Lot
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
21
Who is Involved Participants
ndash Real or surrogate users Facilitator
ndash Leads the activity Sponsor (optional)
ndash Champion Observers (optional)
ndash Role is similar to an observer at a usability session
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
22
Why use CARD Provides visual model of the current work
ndash Helps you see bottlenecks and other puddles of pain ndash Helps you see the length of the flow and its phasesndash Helps you see decision points
Collaborative Creates buy-in Scales to larger more complex workflows
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
23
Current Workflow What Are Some Variations If you are familiar with the flow you create it and
validate it with the team Create current flows one on one with key participants
You do the consolidation Time box the activity (60 minutes) Save time by having participants brainstorm tasks
ahead of time Create the current flow on the whiteboard (no cards no
paper no problem)
Just do it
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
24
Lunch
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
25
Future Workflow
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
26
No
Research users and their goalsYes
Yes
Using CARD to Get to a DesignDo you understand users and their goals
YesNo
Your Method
Use Cases
Current WorkFlow
Big Picture (optional)Current Workflow
Could you use CARD to get to a design
Future WorkflowBluesky(optional)Future Workflow
Do you understand current workflow
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
27
Travelocity - Car Rental Create a Future Workflow
1 Individually brainstorm steps for a new future flow 2 At your tables as a group construct a future workflow
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
28
Break
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
29
Travelocity - Car Rental Create a Future Workflow (cont)
construct a future flow continued3 Verify the new flow 4 Walk through the future flow (as the user)
ndash Compare to your current flow Did some (or all) of the pains go away Were any of the solutions incorporated into your workflow
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
30
Travelocity - Car RentalDebrief Creating a Future Workflow Howrsquod it go
ndash What did you find challenging Easy Puzzling Facilitation
ndash Was there anything different about our facilitation that you noticed
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
31
Travelocity - Car RentalDebrief Creating a Future Workflow Future = Something you can build = lsquoto bersquo Contrast with current workflow
ndash Fewer painsndash Shorter flowndash Incorporates some solutions from current flow
You may still have solutions left over
ndash Constraints may still exist Facilitation
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos
already open T21
Wing it T15
Is the datain a local text f ile
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier)
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type edit ing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so little time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
No
Yes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to f ind Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends first because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
EditSave script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated figure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
AutomateChoose Data file
from Current Directory Browser
- Confirmation message
- Progress bar - Better error
handling
Load preview to- Open in MATLAB - Make a guess on the file format and
preview with suggested plot type
Subsample large files for display and
diagnostic purposes
Data file Too Big
Will subsampled data do the job
Sheaf of solutions for oversize files
Yes
No
Most recently used selected first for given datafile
combinations (and plot)Smart Importing
System tracks most frequently used most
recently used and offer them
preferentially
Operations on paged (oversize) files in
memory
Data is in MATLAB G1
DATA (numbers) is properly loaded and
plottable G3
Metadata loaded and plottable
G3
Figure is ready for analysis
G4
Augmented Import Tool
Prioritize steps just taken for next use
(mru mfu with profile)
Save a ldquoprofilerdquo of he original file and
attach the importing steps
Offer to save decisions made while
importing a file
Open variables created in workspace
in Array Editor
Offer to save imported data to a
mat-file
Offer to SaveEverything
Analysisroutines
elsewhere in MATLAB
Pass data to analysis module (Simulink Stats tool curve
fitting etc)
Use mru mfu to suggest analysis
modules
Remember this path and this option
Analyze
Edit data in figure point-by point and by
groups
Replace original with transformed data and
save both
Yes
No
ldquoLoadrdquo makes suggestions on
failure
Data transformed by reorganizing it instead
of reducing or throwing data away G10Noise segregated G11
Clean and Transform Data
No
Apply SimulinkToolboxes etc
Yes
All data and metadata imported correctly and ready for
analysis
Check data in import wizard (all three
views)
Each file type requires a different ldquofixitrdquo bag of tricks ndash lead user to them
(eg allow importing data as smaller ndash non-double) type
Flag and dump file names column headers case
names notes etc into metadata
repository
Allow user to collect catalog of (preferred)
plots which are important to him Make a ldquodaterdquo data
type
Metadata repository
Spreadsheet view ndash check numbers and
labels
Plot View ndash select best plot with plot
picker view to scan and check data
Text Editor ndash view for checking data
against file
Ability to collect lots of ldquoprofilesrdquo from different users to
selece choose first load profiles
Create Labels etc automatically from
metadata
Checkall data and metadata
EverythingOK
Data not importing correctly
Plot not right for checking
data
Use mru mfu to suggest import and plot preferences
Data is ldquocleanrdquo - ready for observation
and inferenceLive PlotCatalog
Users add plots they have written plots
from MATLAB Central etc
Winnows plot types by smarts about data
use history and perhaps direct
questions to user
Thumbnails can be reasonable size if
they are prioritized ndash less likely ones
relegated to ldquoMore typesrdquo
Click on one of a set of Thumbnail views
to see preview of real data (like Excel)A hybrid figure
window with choosing tools
Users remove options they will never use ndash or
designate favorites
User chooses plot type and creates figure with plotted data and metadata
CaveatThumbnails must be
adequate size or they are useless This puts a high priority on screening the
large catalog so as to present a small group
likely to contain the right plot well
Supply relevant commands to command line
Plot is suitable
No
ldquoRealrdquo Thumbnails can be facilitated by a
combination of background processing
and immediately drawing usersrsquo (preliminary)
selections
Yes
Live thumbnails can be confusing inaccurate
error-prone and confusing Be careful
Plotis for ldquotelling a
storyrdquo
Plot is intended as part of a tool for
downstream users eg building in the
Slice-O-Matic(Unexplored)
No
Yes
Zeigen und Reden(Show)Combine several Camera Toolbar
modes into a scene view mode (Google
Earth)
Combine pan zoom rotate into a single
explore mode
Think about keeping modes as orthogonal as possible If users want two modes at once perhaps we
need one mode with a property or a minor
mode
Camera toolbar is half about exploring
and half about appearance
One annotation mode that brings up a
palette with arrow double arrow text etc ndash these become
sub-modes
Data-space annotations
Combine data cursors with other
annotations
Refactor text annotation
More work needed on Legend ndash extra session for legend
planned
Metadata
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
32
Who is Involved Participants
ndash Real or surrogate usersndash Other team members
Facilitatorndash Leads the activity
Sponsor (optional) Observers (optional)
How Many Participantsbull Optimal 3-5 - no more than 6
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
33
Why Use CARD to Create a Future Workflow Provides a visual model of it
ndash Helps you see newly arranged tasksndash Helps you see the length of the new flow and its phasesndash Leverages solutions from current workflow
Collaborative Creates buy-in Validates that important pains have been solved Helps generate requirements grounded in a ldquofuture visionrdquo Scales from small to large workflows
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
34
Future Workflow What are some Variations Focus on the ldquohappy pathrdquo Use a small group (1-3 participants) Time box the activity (60 minutes) Do it 1 on 1 with customer surrogates then validate with others
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
35
Using CARD to Get to a Design
Yes
Yes
Yes No
No
No
Research users and their goals
Future Design Scenarios Your Method
Your Task AnalysisMethod
Current Workflow
Big Picture (optional)
Bluesky(optional) Future Workflow
BRIDGE (optional)
Do you understand users roles and goals
Do you understand current workflow
Big Picture (optional)
Bluesky(optional)
BRIDGE (optional)
Could you use CARD to get to a design
DesignWireframes click-thrus paper prototypes sketches design cases APIrsquos
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
36
CARD Case Study - EZDeploy
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
37
Overview of the Builder Product
JavaTM Application
Wrapper
MATLAB Code
Bloated Library File
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
38
Overview of the Builder Product
Java TM Application
Wrapper
MATLAB Code
Bloated Library File
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
39
Overview of the Builder Product
Enterprise Application
Wrapper
MATLAB Code
Bloated Library File
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
40
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
41
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
42
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
43
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
44
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
45
The Plan
Produce a current workflowhellip
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
46
Who was Involved Participants
ndash Selected customers who had called our technical support team (2)
ndash Advanced support team (2) Facilitator
ndash UXer (1) Sponsor
ndash Development Lead (1) Observers
ndash Developers (~3)ndash Validation Team (~2)ndash Documentation Writer (1)
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
47
Current workflow
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
48
Immediate Results
Pain problem areas were identified as puddles of pink The facilitators and internal surrogates worked with the
customers to explore problem areas
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
49
Immediate Results
The team (observers) enjoyed hearing the customersrsquo perspective and were clamoring for more involvement
The teamrsquos beliefs were confirmed that the process involved the expertise of many types of users
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
50
Immediate Results
Development team was able to identify quick fixes for areas of low hanging fruit
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
51
What next
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
52
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
53
The Next Phase - Construct the Future Workflow Invited the same team as the current flow
ndash But no customers (IP and Patent) Developers participated in the design of the flow
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
54
Future Workflow
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
55
There was an Ah-Ha Moment
I have no idea what it was but the developers were really excited about it and they were able to remove a chunk of the workflow which contained a lot of pink
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
56
Customers tried to solve our problem for ushellip
And the bloated library file
Size doesnrsquot matterhellip
We provided an automatic download in an installer for their customershellip
hellipbelieve it or not
ldquoMake it smallerrdquo
hellipand they were happy
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
57
Technical support set out on a project to understand and improve through root cause analysis (RCA)
Before CARDhellip
Our Previous Attempt at Dealing with Customer Support Calls
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
58
Root Cause Analysis
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
59
We had poorly defined categories
Our Root Cause Analysis method looked at one customer issue at a time
Which call were we supposed to pick (~100mo)
Three Problems with Our Approach to Classifying Issues
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
60
Our Categories Looked Like Thishellip
Flickr jessicareeder
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
61
ldquoThis was hardrdquo Lots of arguing about what was a category Could something be in two categories Could the categories change ldquoWhy are we doing thisrdquo ldquoI donrsquot like yourdquo
Consequences of Our Processhellip
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
62
Talked with the quality folks at MathWorks
ldquoTrouble organizing issues Are you focusing on the evidence Do you have a workflowrdquo
Workflow Did you say Workflow
We Needed to Fix an Inefficient Process
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
63
Why Categorize Against a Workflow
Workflows or other value stream maps provide a wonderful framework for categorizing evidence
Evidence tends to be less controversial
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
64
We Used CARD to Define Our Categories
1 Steps in the current flow became categories
2 Did it collaboratively with the development team to get buy in
3 Et voila You have categories
Verify understanding of data from other
packages in MATLAB
T2
Gone outside boundary of
current tool set T3
Has reached a pain threshold and
needs to solve something
T4
Developing an algorithm
T6
Trying out MATLAB to see if it is satisfactory
T7
Curious about some data
T8
TriggersBoss has set a
problem to solve T1
I do it in MATLAB because itrsquos already open
T21
Wing it T15
Is the datain a local text file
Yes
Other workflows not explored
Eg local binary scanned from journal
live feed etcAlso problems
specific to cell arrays not addressed
START
Open data in text editor
Preprocess data (Optional)
Copy from text editor paste into MATLAB
Google ldquoMATLABrdquo and My File format
Search DOC for correct read
function
Make fake (small) file with same format to
test
RESEARCHChoose proper import
method for data format content size
File -gt Import
Import wizard
NoToo Big
Yes
Reduce size of file
Out of memory error (graceful)
Double-click on file in Current Directory
Browser (MAT-file) T11
Appropriate ldquoloadrdquo or ldquoreadrdquo function
TRY TO LOADUse MATLAB tools
for data-specific import process
Canrsquot right-click on file in Windows
Explorer and get MATLAB-related
functions
Canrsquot single-click import a file from the
Editor
Indications that load succeeded are easy
to miss
There is no indication that the load result is
useful
No
ldquoLoadrdquo fails (ok) but doesnrsquot suggest
alternatives (bad)
Data loads
Header rows in text file which are not labels (metadata)
Data type of imported data does not match
type in file
Yes
Search Doc for file suffixes
Tools directory for importers
Go back to ldquoResearchrdquo
MATLAB doesnrsquot crash ndash data is
visible somewhere in MATLAB for
checking
Progress bar or spinning icon for
confirmation
Open imported arrays in array editor
At some point you have to start
and see what goes wrong
Weak date support ndash no ldquodaterdquo data type
WHOS etc in command window
Inspect in Import Wizard Array Editor Workspace Browser
CHECK DATACorrelate data in file with variables and strings in MATLAB
Excel shows immediately and directly what was
imported ndash MATLAB doesnrsquot
Checking imported data against file may require multiple tools
Hard to examine edges of large data
sets (eg four corners of matrix)
Data in MATLAB matches data in
the file
No
Imported data correct(ed)
Yes
Thumbnail views of data
Canrsquot do simple visualization
transforms in GUI ndash transpose log etc
Tools for examining 3D data (sliders
slices)
DATA (numbers) is properly loaded and
plottable G3
Correct data ldquoby handrdquo
Go back to ldquoResearchrdquo
Metadata handled
Create and name variables in Array
Editor
METADATAManage labels
notes odd data types
Name variables in Import Wizard
Workspace browser Command line
No provision for metadata (notes etc)
Use Scribe and labeling (later)
Punt Metadata
No
Yes
MAKE DATA PLOTTABLE
Is the correctly imported data complete and
plottable
Find NaNs and deal with them
Examine corners of data look for gaps
same number of crows throughout
etc
Checking gt2D data a special problem
Spreadsheet type editing of numerical
data
Metadata in MATLAB
matches data in the file
Metadata loaded and plottable
G3
Two vectors are incommensurate
gtgt plot(xy) (command line)
MAKE DATA ldquoVISUALrdquo
Create a new figure ndash launch plot tools
Plot from Workspace Browser Go to Help on ldquoplotrdquo
or ldquographrdquo
Preconceived Idea or standard formatT16 17 18 19
Plot Picker(s)
All data and labels plot
No way dude
Yes
All necessary data and labels are in working
figure
Figure is ready for analysis
G4
Plot looks wrong but it is right (distorted by
outlier )
Plotting labels on x axis is problematic
Hard to get data from a plot ndash no
single point
Highlight single data item in plot and edit it
Change scaling
DOC and Help
Demos and examples
Numbers are right
Spreadsheet type editing of numerical
data
Processing with functions in
command window
Transform the data
Remove outliers
Review problem statement
SHOW OFF THE DATA
Do the numbers fit the plot
FIND AND TRY BETTER PLOT
TYPES
Reconsider data
Yes
No
Plot picker(s)
Change plot
Plotadequately shows
data
Try another
Yes
No
All necessary data correctly represented in
the plot
Transform data by reorganizing it instead
of reducing or throwing data away G10Segregate noise
G11
Data and labels are workable for
analysis purposes
Data is adequately visualized
G7
So many plots so lit tle time
Hard to find Plot Picker(s)
Switching families of displays is a short mental step but a
long process
Frustrating number of iterations
Itrsquos hard to know what the best is when
you havenrsquot seen it yet
Replot from command line or
picker
SHOW THE SOLUTION
Work with the data view to understand
and explain the data
Zoom andor Pan
Data tips
Ginput
Figure Property Editor
Change View (Camera Toolbar)
Get smaller subset or known data to work
with
Right View for understanding
NoYes
Back to change the plot
Really bad
Review problem statement
Is data within acceptable
parameters T10
Does Data match hypothesis
T9
Many modes for exploration
Zoom and pan at the same time
How bad is it
Not so bad
Plot Tools
Command line
Inspector
Figure Toolbar
LET ME COUNT THE WAYS TO
WORK WITH THE PLOT
Which tool should I use
Do they work together
Need to add explanations to
data T19
Concerned with the appearance of
the data T22
LEGEND AND COLORBAR
Add legend and colorbar first so
they donrsquot mess up your plot later
Add legend andor colorbar
ScribeADDING WORDS
Lay in the details of the message
Add data to plot (commands to script) title labels dataticks
etc
Inserting annotation starts plot edit mode
Start Plot Edit Mode Data Tips
MOVING THINGS AROUNDOrganize for presentation
Align figure and legend
Align multiple figures
Change View (Camera Toolbar)
Commands expect HG proficiency
Writing formatting code is HARD
Text formatting is hard (subscript
superscript)
Log x-axis superscripts hard to
read on MAC
Did not know about ldquoLatekrdquo
It isnrsquot obvious how to add Greek or
scientific symbols to the text
Canrsquot easily reset variables to colormap
Plot Edit mode is hard to find Itrsquos still easier toi
annotate in another application
No minimal light grey (one pixel)
gridlines
Polar plots
Equation editor like MS Word
Function to convert a colordef to line
handles
Mouse down on line to convert color on it
from list
No group legend (x legend entries with y
lines each)
Not obvious you can edit legend text
directly
Must do legends f irst because they
dominate space
Legends cannot be mxn
The manner in which we use handles within
legends has changed in the last three
releases
There are different modes of access to
MATLAB figures but only the first is
obvious
Message isclear
No
Yes
Communicate effectively to Boss G6
Tufte smiles G12Looks professional G14
SAVE
Next
AUTOMATION
Unexplored
Export or Print
Needs to insert info into a document
T5
Need data in an electronic format
T20
Build something to do the same thing
tomorrow G9
Generate M-code
Edit Save script until it works
Code replicates the plot
Running ascript
Not everything can be automated
Lock Legend ndash Plot distance
Donrsquot know how big is too big until you fail
Data is in MATLAB G1
No way to tie metadata to data
Data plottable
Fig-file T12
Back to ldquoresearchrdquo
Yes
No
Data is ready for presentation
treatment
Understand and accept the data
G8
Camera Toolbar Unexplored workflow(Moving to another
application)
Unexplored Workflow(Exporting and
Printing)
Punt automation Automation doesnrsquot offer the options I
wantAutomated input
code doesnrsquot link up with automated f igure
code
Unexplored workflow(Cut copy paste)
Reconsider data
Canrsquot set defaults for new figures (eg ldquobox
offrdquo
Get Raw Data Into MATLAB Check Data Against File Bring In Labels Names Notes First Shot at a Plot Clean the Data Manipulate and Explore the Data Dress and Display the Data Get the Plot Out
Yes
Yes
Yes
No
Automate
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
65
How We Did it
Looked at the first
call
Noted where in the workflow the user saw the
issue
Categorize it
Went to next call
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
66
Resulting Graph
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
67
Our Categorization Sessionshellip
Performed monthly Lasted no longer than one hour Categorized at a rate of 80-100 per hour
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
68
Facilitation Challenges
Focus on the sole issue and where in the workflow and nothing else
Facilitator had to watch the clock and come down on ldquodiscussionrdquo
Development teams try to solve during the session DONrsquoT LET THEM
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
69
How Wersquove Applied this Categorization Technique Provided prioritization for enhancements
ndash Have a good understanding of weak parts in the workflow The enhancement effect
ndash Visualize version specific graphs
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
70
CARDrsquos Impact on EZDeploy
EZDeploy goes live in six weeks Provided us with a five year plan The Deployment workflow was completely redesigned
through CARD Our future workflow from four years ago is very close to
our current workflow We will categorize against this workflow and measure
the successfailure of any enhancements to the product over release cycles
Our workflows are robust and wersquove proven it Some teams donrsquot want to do any product design and
development without doing CARD first
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
71
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
72
Success Stories Q amp A
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
73
Planning
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
74
Taking a Step BackWhat UCD Activities Have You Conducted Focus groups Contextual interviews Brainstorming Paper prototyping Usability Testing K-J Method (aka Affinity Diagramming)
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
75
How Do You Plan for Other Usability Activities
Try to understand why yoursquore doing the activity Determine your goal(s) Understand or think about users and their goals Determine who to recruit Decide which UCD method will be most effective Create a plan for the activity for example
ndash Test tasksndash Interview questions
Figure out which stakeholder(s) to include
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
76
Hands-on ActivityPlanning a CARD Session
Use the template provided to plan for your own CARD activity Think about a current or upcoming project where you
might leverage CARD Answer the following questions Why might CARD be a useful tool in this situation What questions did you ask to help decide
Work individually to fill out the planning template we providedndash Capture any challenges this project might posendash Identify specific strategies you plan to use to overcome these
challenges
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
77
Hands-on ActivityReport out Planning a CARD Session What challenges did you identify What strategies did you come up with to deal with the
challenges What was different about creating a CARD plan
compared to a test or interview plan
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
78
What Makes CARD Different
Capturing or designing a workflow Facilitating multiple participants Learning curve Can be a considerable time investment Often difficult to focus discussion Stakeholders can be active participants building the
flow themselves
Stakeholdersrsquo emotional engagement can be high
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
79
Lessons Learned
Bottom line CARD really is NOT all that different
In the immortal words of Winston Zeddemorendash ldquoWe have the tools
we have the talentrdquo
Leverage the skills you already have
Take into account higher levels of stakeholdersrsquo emotional engagement when planning
Just do it
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
80
Supporting Resources
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
81
Supporting Resources
Bridging User Needs to Object Oriented GUI Prototype via Task Object Design Chapter 2 User interface Design by Tom Dayton Al McFarland Joseph Kramer
Workflow Modeling Tools for Process Improvement and Application DevelopmentChapter 8 Workflow Process Modeling by Alec Sharp and Patrick McDermott
The Persona LifecycleChapter 10 Reality and Design Maps by Tamara Adlin and Holly Jamesen Carr
Designing for the Digital Age by Kim Goodwin Chapter 16 Designing the Form Factor and Interaction Framework
Mental Models by Indi YoungChapter 10 Create the Mental Model
Layered Participatory Analysis New Developments in the CARD Technique Michael J Muller
UPA 2005 The BRIDGELen Conte Eugenie Bertus Scott Isensee
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session
What Makes CARD Different
Lessons Learned
Supporting Resources
Supporting Resources (2)
CARD Tutorial Presenters
82
CARD Tutorial Presenters
Len Conte ndash lencontemathworkscom
Mark Ainscow ndash markainscowmathworkscom
Debbie Cook ndash debbiecookmathworkscom
Stephen Reinach ndash stephenreinachmathworkscom
Lissa Story ndash lissastorymathworkscom
Real-World CARD A Tool for Task Analysis amp Design
What Will We Do
Why Care about CARD
What Will You Learn
What is lsquoTask Analysisrsquo
What are Some Task Analysis Methods
How to Choose
Slide 8
Using CARD to Get to a Design
Current Workflow
Using CARD to Get to a Design
Travelocity - Car Rental Scenario
Travelocity - Car Rental Video
Anatomy of a Current Workflow
Travelocity - Car Rental Constructing the Flow
Break
Travelocity - Car Rental Validate the flow
Travelocity - Car Rental Debrief Creating a Current Workflow
Anatomy of a Current Workflow (2)
Supporting Materials (Optional)
Who is Involved
Why use CARD
Current Workflow What Are Some Variations
Lunch
Future Workflow
Using CARD to Get to a Design (2)
Travelocity - Car Rental Create a Future Workflow
Break (2)
Travelocity - Car Rental Create a Future Workflow (cont)
Travelocity - Car Rental Debrief Creating a Future Workflow
Travelocity - Car Rental Debrief Creating a Future Workflow
Who is Involved (2)
Why Use CARD to Create a Future Workflow
Future Workflow What are some Variations
Using CARD to Get to a Design (3)
CARD Case Study - EZDeploy
Overview of the Builder Product
Overview of the Builder Product (2)
Overview of the Builder Product (3)
Slide 40
Slide 41
Slide 42
Slide 43
Slide 44
The Plan
Who was Involved
Current workflow
Immediate Results
Immediate Results (2)
Immediate Results (3)
What next
Slide 52
The Next Phase - Construct the Future Workflow
Future Workflow (2)
There was an Ah-Ha Moment
Customers tried to solve our problem for ushellip
Slide 57
Root Cause Analysis
Slide 59
Our Categories Looked Like Thishellip
Slide 61
Slide 62
Why Categorize Against a Workflow
We Used CARD to Define Our Categories
How We Did it
Resulting Graph
Our Categorization Sessionshellip
Facilitation Challenges
How Wersquove Applied this Categorization Technique
CARDrsquos Impact on EZDeploy
Slide 71
Success Stories Q amp A
Planning
Taking a Step Back What UCD Activities Have You Conducted
How Do You Plan for Other Usability Activities
Hands-on Activity Planning a CARD Session
Hands-on Activity Report out Planning a CARD Session