Download Contextual Design: Defining Customer-Centered Systems by Hugh Beyer PDF

By Hugh Beyer

This e-book introduces a customer-centered method of company by way of displaying how information accumulated from humans whereas they paintings can force the definition of a product or procedure whereas assisting the wishes of groups and their corporations. it is a sensible, hands-on advisor for a person attempting to layout platforms that replicate the best way shoppers are looking to do their paintings. The authors constructed Contextual layout, the tactic mentioned the following, via their paintings with groups suffering to layout items and inner platforms. during this ebook, you will find the underlying rules of the strategy and the way to use them to assorted difficulties, constraints, and organizational situations.

Contextual layout allows you to
+ assemble distinct info approximately how humans paintings and use platforms
+ boost a coherent photograph of an entire buyer inhabitants
+ generate structures designs from a data of shopper work
+ diagram a collection of current structures, displaying their relationships, inconsistencies, redundancies, and omissions

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Extra info for Contextual Design: Defining Customer-Centered Systems

Sample text

The challenges for design get her job done: What's the print manager, and how is it different from an application? How do you switch applications? If the print manager can put up a dialog box asking the user to switch to it, why can't it also say what's wrong? If the system can tell there's no label in the printer, why can't it tell when there is a label in the printer? What's the distinction between on- and offiine? How is that different from on and off? The system's model is hard to understand because it makes no sense in terms of the work people are trying to do.

The customers-the people actually running the business-end up feeling that they cannot rely on IT to 33 Chapter 2 34 Gathering Customer Data get anything done in a reasonable time, and IT believes they have to cover themselves to prove it wasn't their fault. when changing business needs or desires cause requirements to change. IMPROVING COMMUNICATION WITH THE BUSINESS A common approach to addressing these problems is to work through a customer representative-someone in the customer organization who knows the business and has the job of communicating requirements to the designers in IT.

Also at this point, some of the ill designers pulled out. They were bothered by working as a team on a part of the design they used to do alone and said they didn't see the need for all this customer data. We went forward with the redesign, but then I began to get uncomfortable; some of the team didn't want to be tied to reality. They wanted to design from scratch. l designs for changes to be delivered in the next release-that made everyone get very concrete. We cleaned up our ideas, and the team's architect and 1 wrote six specifications capturing the new design.

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