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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

ndash Multi-userswim lanesndash Accommodates branching

Captures solutions

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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