Can Contextual Design be used to define a businessprocess

23 Nov 2007 - 3:57pm
359 reads
Pierre Roberge
2005

Hi Mark,

I don't know K. Holtzblatt's Rapid Contextual Design but I have
successfully used personas I created after doing contextual interviews
to improve travel insurance sales process. Knowing the goals of users
whether they are using a system or a process is very useful and help
give insights into how to do improve things dramatically.

You're right Business analysts usually improve processes but they tend
to do it from a fixing the problems point of view instead of from a what
would be best point of view. Also since they don't do contextual
inquiries, they rarely have as good of an understanding of the users as
UCD people can have, which leads to weaker solutions. Knowledge is
power.

Hope this helps!

Pierre Roberge
User Experience Designer - Business Analyst
etfs

-----Original Message-----
From: discuss-bounces at lists.interactiondesigners.com
[mailto:discuss-bounces at lists.interactiondesigners.com] On Behalf Of
Pawson, Mark
Sent: Friday, November 23, 2007 2:03 PM
To: discuss at lists.interactiondesigners.com
Subject: [IxDA Discuss] Can Contextual Design be used to define a
businessprocess

Well its November and time to reorg the corporation again:) We are
looking at ways to integrate UCD with Business Development. Specifically
we are looking at using methods such as K. Holtzblatt's Rapid Contextual
Design to develop a new process, rather than a product, that creates a
positive user experience for customers transitioning from a legacy
application to a new generation product. We are thinking of doing
contextual inquiry to understand the decision process customers go
through so we can identify what makes them decide to transistion, what
are the pain points etc. I can almost envision this being an exciting
project but then I hit a lot of grey area. Has anyone ever applied these
techniques in such a fashion? Is this UCD or a Business Analyst role?
Any articles or reference books on this? Any advice greatly appreciated.

Mark Pawson
________________________________________________________________
*Come to IxDA Interaction08 | Savannah*
February 8-10, 2008 in Savannah, GA, USA Register today:
http://interaction08.ixda.org/

________________________________________________________________
Welcome to the Interaction Design Association (IxDA)!
To post to this list ....... discuss at ixda.org Unsubscribe
................ http://www.ixda.org/unsubscribe List Guidelines
............ http://www.ixda.org/guidelines List Help ..................
http://www.ixda.org/help

----------
etfs inc. The information transmitted is intended only for the person or
entity to which it is addressed and may contain confidential and/or
privileged material. Any review, retransmission, dissemination or other
use of, or taking of any action in reliance upon this information by
persons or entities other than the intended recipient, is prohibited. If
you have received this in error, please contact the sender and delete
the material from any computer. Unless otherwise stated, opinions
expressed in this e-mail are those of the author and are not endorsed
by the author's employer.

etfs inc. L'information transmise ne s'adresse qu'au particulier ou a
l'organisme a qui il est dirige. Il peut contenir des renseignements de
nature privilegiee et/ou confidentielle . Si le lecteur de ce message
n'est pas le destinataire vise, ni l'employe ou le mandataire charge de
la livraison au destinataire vise, il est par la presente avise que
toute dissemination, distribution ou transcription de cette
communication est strictement interdite. Si vous avez recu la presente
communication par erreur, veuillez nous en aviser immediatement par
courriel et detruire le document de tout ordinateur le contenant. A
moins d'avis contraire, toute opinion exprimee dans le present courriel
est celle de son auteur et n'est pas endossee par l'employeur de la
personne qui l'exprime.

Syndicate content Get the feed