Advance Program - Tutorial

9. Contextual Design: Using Customer Work Models to Drive Systems Design

Sunday, 08:30 - 17:00

Instructors
Hugh Beyer, InContext Enterprises, USA
Karen Holtzblatt, InContext Enterprises, USA

Benefits
You will learn the latest methods for representing detailed information about work practice and using these representations to drive the design of products and systems. The customer work models presented synthesize a wealth of details into a structured, comprehensible representation which reveals the structure and strategies of work and supports the design of systems.

Origins
This has been a popular tutorial at CHI for the last five years.

Features

• Learn work modeling techniques
• Learn how to construct one set of models to represent a system's users
• Learn how to drive design conversations from work models

Audience
Anyone interested in customer-centered design, requirements analysis, or tailoring products and systems to people's work. Most valuable to those with prior experience with customer field interviews, and for those who have taken the Contextual Inquiry tutorial.

Presentation
A combination of lecture, video, and group exercises.

Instructors
Karen Holtzblatt and Hugh Beyer are the developers of Contextual Design, a customer-centered design process extending the Contextual Inquiry data gathering technique. Dr. Holtzblatt originated the Contextual Inquiry approach to field data collection and has pioneered the introduction of this technique into working engineering teams. Hugh Beyer has been a programmer, architect, and consultant; has designed and developed object-oriented repositories and integrated CASE systems; and has developed processes for using customer data to drive object-oriented design. Holtzblatt and Beyer are co-founders of InContext Enterprises Inc., a firm which works with companies throughout the computer industry, coaching teams to design products, product strategies, and information systems from customer data.