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RE: [agile-usability] Role of UCD in agile processes

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  • Baker, Lisa
    I don t know that you re not a usability person, but, no, you are not out to lunch, Hugh. In our organization, using XP methodology to create a retail
    Message 1 of 17 , Jan 24, 2005
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      I don’t know that you’re “not” a usability person, but, no, you are not out to lunch, Hugh.

        In our organization, using XP methodology to create a retail product, the product marketing manager is the “customer voice.” But, as you know, my partnership with them to do the CI and persona development means that the work we’re not just “dialog Nazis” ;-). The work we do as “HFs” or  “usability people” influences the product requirements, and indeed, changes the priorities assigned to different stories in the release plan.

        I am definitely not looking at a complete design… but we have a framework and concept prototypes to show the “big picture,” then deliver prototype pieces for the iteration stories.

        Sometimes, it feels like the “usability” people add work to the developer by saying “this sucks, fix it.”  We’re trying to show them that by adding our work and expertise to the process, we save the developer’s time in completing stories. My basic ideology is it is better to influence up front design than do downstream triage so we’re shifting our limited resources upstream, even though it means we short some usability testing.

        Lisa

       

       

      Lisa Baker

      Interaction Design Lead

      LANDesk Software, Inc.

      Lisa.baker@...

      801.208.1315

       

      "Simplifying our customers' work"

       

       


      From: Hugh Beyer [mailto:beyer@...]
      Sent: Friday, January 21, 2005 7:09 AM
      To: agile-usability@yahoogroups.com
      Subject: [agile-usability] Role of UCD in agile processes

       

      Hey guys -- I was reading old notes to this list and had a sudden news flash
      which is maybe obvious to everyone else, but maybe not -- what I realized is
      that being a usability person on an agile product is going to require a
      total change in your thinking. Presumably, you're there to help implement
      the customer role--be the customer voice on the team. But that's going to
      require that you behave not as a usability person, looking at a completed
      design and searching for holes but that you operate as a
      designer--conceptualizing the work of the users, thinking about a design
      response and organizing that response into screens and interfaces.

      Usability people have known from just about day one that they had to do such
      things, of course. But the placement of usability after development produces
      something to test meant that the problem was somewhat hidden. Now it's out
      front--you aren't a usability person anymore, you're something else.

      Or am I out to lunch?

            Hugh



      Hugh R. Beyer
      CTO, InContext
      2352 Main St., suite 302
      Concord, MA   01742

      978-823-0105 x122
      beyer@...





      This email, and any files or previous email messages included with it, may contain confidential and/or privileged material. If you are not the intended recipient please contact the sender and delete all copies.

    • Baker, Lisa
      On this topic, Dave Broschinsky (my partner here) and I recently made a presentation to the local CHI chapter called Interaction Design in an Agile World,
      Message 2 of 17 , Jan 24, 2005
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        On this topic, Dave Broschinsky (my partner here) and I recently made a presentation to the local CHI chapter called “Interaction Design in an Agile World,” discussing what we’re doing to interlace our work with the XP process. We had both NUCHI people and agile developers attend. It seemed to go over well.

          If you’re interested in seeing the presentation, let me know. If there is enough interest, we can set up a Webex/conference call and do one online. It’d be really fun to do it in person and see everyone, but it seems like we’re too spread out to make that work easily.

          Thanks.

          Lisa

         

         

        Lisa Baker

        Interaction Design Lead

        LANDesk Software, Inc.

        Lisa.baker@...

        801.208.1315

         

        "Simplifying our customers' work"

         

         


        From: Hugh Beyer [mailto:beyer@...]
        Sent: Friday, January 21, 2005 7:09 AM
        To: agile-usability@yahoogroups.com
        Subject: [agile-usability] Role of UCD in agile processes

         

        Hey guys -- I was reading old notes to this list and had a sudden news flash
        which is maybe obvious to everyone else, but maybe not -- what I realized is
        that being a usability person on an agile product is going to require a
        total change in your thinking. Presumably, you're there to help implement
        the customer role--be the customer voice on the team. But that's going to
        require that you behave not as a usability person, looking at a completed
        design and searching for holes but that you operate as a
        designer--conceptualizing the work of the users, thinking about a design
        response and organizing that response into screens and interfaces.

        Usability people have known from just about day one that they had to do such
        things, of course. But the placement of usability after development produces
        something to test meant that the problem was somewhat hidden. Now it's out
        front--you aren't a usability person anymore, you're something else.

        Or am I out to lunch?

              Hugh



        Hugh R. Beyer
        CTO, InContext
        2352 Main St., suite 302
        Concord, MA   01742

        978-823-0105 x122
        beyer@...





        This email, and any files or previous email messages included with it, may contain confidential and/or privileged material. If you are not the intended recipient please contact the sender and delete all copies.

      • Gary F
        ... I m really surprised to see you putting it that way, but perhaps I m missing something. I never perceived contextual design as requiring one start with a
        Message 3 of 17 , Jan 26, 2005
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          --- Hugh Beyer <beyer@...> wrote:

          ...
          > require that you behave not as a usability person, looking at a completed
          > design and searching for holes but that you operate as a
          > designer--conceptualizing the work of the users, thinking about a design
          > response and organizing that response into screens and interfaces.

          I'm really surprised to see you putting it that way, but perhaps I'm missing something. I never
          perceived contextual design as requiring one start with a completed design. It often works that
          way because so many projects wait until after they've done an amateur design before bringing in
          professional usability people. Is it just that so many of your clients operate in that mode that
          you've started taking it for granted? Or am I misunderstanding you?

          Gary

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        • Hugh Beyer
          Oops-I think you re misunderstanding me. Contextual Design certainly doesn t expect a completed design-it s often used to generate the product concept. And I
          Message 4 of 17 , Jan 26, 2005
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            Oops—I think you’re misunderstanding me. Contextual Design certainly doesn’t expect a completed design—it’s often used to generate the product concept.

             

            And I know that usability people have understood for years that they must be involved up-front in order for their work to have much impact—otherwise you’re just changing the icing on the cake.

             

            What got me was realizing that as soon as you become part of an agile customer team, you’re really not a usability person at all anymore. Your training may well give you a powerful mindset, but your role is to be the customer voice. And that requires a deep understanding of the user’s work practice, of rational design, and also of usability issues. Usability folks who walk into this role without realizing this are likely to be surprised.

             

                        Hugh

             

             


            From: Gary F [mailto:gfyho@...]
            Sent: Wednesday, January 26, 2005 10:47 AM
            To: agile-usability@yahoogroups.com
            Subject: Re: [agile-usability] Role of UCD in agile processes

             


            --- Hugh Beyer < beyer@... > wrote:

            ...
            > require that you behave not as a usability person, looking at a completed
            > design and searching for holes but that you operate as a
            > designer--conceptualizing the work of the users, thinking about a design
            > response and organizing that response into screens and interfaces.

            I'm really surprised to see you putting it that way, but perhaps I'm missing something.  I never
            perceived contextual design as requiring one start with a completed design.  It often works that
            way because so many projects wait until after they've done an amateur design before bringing in
            professional usability people.  Is it just that so many of your clients operate in that mode that
            you've started taking it for granted?  Or am I misunderstanding you?

            Gary

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          • Ron Vutpakdi
            ... be the ... Possibly being a little nitpicky here, but I don t agree that a usability person should have the role of being the customer s voice. The
            Message 5 of 17 , Jan 26, 2005
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              --- In agile-usability@yahoogroups.com, Hugh Beyer <beyer@i...> wrote:
              >
              > What got me was realizing that as soon as you become part of an agile
              > customer team, you're really not a usability person at all anymore. Your
              > training may well give you a powerful mindset, but your role is to
              be the
              > customer voice.

              Possibly being a little nitpicky here, but I don't agree that a
              "usability person" should have the role of being the "customer's
              voice." The customer and the user aren't the same thing. The
              customer is the fellow buying the system, but the user is the poor
              sucker who has to use it, and the two often aren't the same person.
              The "usability person" has to know about the customer and her
              needs/position/motivation, but the user is the one the "usability
              person" represents.

              Even if the customer and the user are the same person, being the
              "user's voice" is a rather risky proposition. I see usability people
              as user *advocates* who have a deep understanding of the users and
              push for things on their behalf but also know that, in the end, the
              only person who can speak for the user properly is the user himself.
              Thus, the importance of having real users involved in the process if
              possible.

              >And that requires a deep understanding of the user's work
              > practice, of rational design, and also of usability issues.
              Usability folks
              > who walk into this role without realizing this are likely to be
              surprised.

              I believe that most usability folks who are really involved throughout
              the entire process (rather than tacked on at the end), *will* know
              that the need to understand the user's work practice and usability
              issues.

              Whether or not they also need to be good interaction designers depends
              on the person and team make up (more usability and design mature
              organizations usually separate the interaction design and
              usability/human factors roles (and then pair two+ people on the same
              team). Whether or not a "usability person" can be a good interaction
              designer is also in considerable doubt by some very vocal interaction
              designers.

              Ron
            • Gary F
              ... Now I get you. The same is often true for QA people, whether or not the team is agile. I guess I m so used it that I take it for granted. This may seem
              Message 6 of 17 , Jan 27, 2005
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                --- Hugh Beyer <beyer@...> wrote:
                >
                > What got me was realizing that as soon as you become part of an agile
                > customer team, you're really not a usability person at all anymore. Your
                > training may well give you a powerful mindset, but your role is to be the
                > customer voice. And that requires a deep understanding of the user's work

                Now I get you. The same is often true for QA people, whether or not the team is agile. I guess
                I'm so used it that I take it for granted.

                This may seem anomalous to some, but it's not that usability and QA people are usurping the users'
                role. Rather, in the ideal situation, all of the team members should be able to expess the voice
                of the customer. Since few teams are there yet, it is those who are closest to the users who fill
                it most.

                Gary


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              • Gary F
                ... What you re saying it perfectly true, but not withstanding the horror stories that get all the attention, in reality the goals are in alignment. No
                Message 7 of 17 , Jan 27, 2005
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                  --- Ron Vutpakdi <vutpakdi@...> wrote:

                  > Possibly being a little nitpicky here, but I don't agree that a
                  > "usability person" should have the role of being the "customer's
                  > voice." The customer and the user aren't the same thing. The
                  > customer is the fellow buying the system, but the user is the poor
                  > sucker who has to use it, and the two often aren't the same person.

                  What you're saying it perfectly true, but not withstanding the horror stories that get all the
                  attention, in reality the goals are in alignment. No manager wants to be told that his employees
                  have become less productive because they can't use the new software. Also, the division is often
                  even more complex. A database system has to satisfy the manager funding it, the sysadmin
                  installing it, the DBA managing it, the security person auditing it, the developers building
                  systems that use it, and the ISVs building tools to help those developers.

                  So rather than trying to be totally precise all the time, it's just easier to use whichever of the
                  two terms feels right at the time, and only raise this distinction when necessary. I'm not sure
                  whether it's necessary on a public forum; I think the concept is well known and doesn't need
                  frequent repetition, but I can't back that up.

                  >
                  > Even if the customer and the user are the same person, being the
                  > "user's voice" is a rather risky proposition. I see usability people
                  > as user *advocates* who have a deep understanding of the users and

                  "User advocate" and "voice of the user" mean the same thing. The term "voice of the user" is
                  jargon; a real user on the team is called the user, not the voice of the user.

                  > push for things on their behalf but also know that, in the end, the
                  > only person who can speak for the user properly is the user himself.
                  > Thus, the importance of having real users involved in the process if
                  > possible.

                  The conclusion is certainly correct, but I don't agree with the premise. Indeed, much of the
                  motivation for contextual inquiry is that users aren't very good at observing their own behavior,
                  they lack a certain objectivity, and they often lack the vocabulary to express all of their needs
                  effectively.

                  As far as usability is concerned, both are necessary to get a proper understanding.

                  >
                  > Whether or not they also need to be good interaction designers depends
                  > on the person and team make up (more usability and design mature
                  > organizations usually separate the interaction design and
                  > usability/human factors roles (and then pair two+ people on the same
                  > team). Whether or not a "usability person" can be a good interaction
                  > designer is also in considerable doubt by some very vocal interaction
                  > designers.

                  This may be just semantics, but while many people make this distinction, many others don't.
                  Another way of looking at it is that someone who can only do one or the other is a specialist in a
                  particular aspect of usability, while someone who can do both is a usability expert. The
                  usability team, whether one person or many, does best when both skills are present.

                  The important points here are that one needs to be alert to the different usages of the terms when
                  communicating with people outside your group, and in particular, one needs to examine specific
                  skills when hiring a usability person. "Interaction designer" usually isn't ambiguous, but
                  "usability person" usually is.

                  Gary



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                • Jeff Patton
                  ... news flash ... realized is ... require a ... I regret creating this list with the name agile-usability... I d just came back from the UPA conference last
                  Message 8 of 17 , Jan 27, 2005
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                    --- In agile-usability@yahoogroups.com, "Hugh Beyer" <beyer@i...>
                    wrote:
                    > Hey guys -- I was reading old notes to this list and had a sudden
                    news flash
                    > which is maybe obvious to everyone else, but maybe not -- what I
                    realized is
                    > that being a usability person on an agile product is going to
                    require a
                    > total change in your thinking.
                    ...
                    > Now it's out
                    > front--you aren't a usability person anymore, you're something else.
                    >
                    > Or am I out to lunch?

                    I regret creating this list with the name agile-usability... I'd just
                    came back from the UPA conference last year, and it seemed like most
                    folks there were comfortable referring to themselves as usability
                    people. I'm now seeing design - specifically user centered design,
                    interaction design, and user interface design as the big hole to be
                    plugged, and the activity that the usability people[?] are busy doing
                    on agile projects.

                    A few weeks ago I put out links to the stuff I'm working on. One big
                    point I'm trying to make is the /when/ you do things on agile
                    projects matters alot. Early discussions about UCD stuff on agile
                    projects dealt with the concern that doing design work took too much
                    time. That sort of thinking is wrong IMHO. I believe it operates
                    under the assumption that /all or most of/ the work is done up front -
                    so therefore our biggest challenge is figuring out how to do it
                    faster. [I kinda bristled at the title "Rapid Contextual Design" for
                    that reason.]

                    It's my experience that UCD /stuff/ by stuff I mean researching,
                    modeling, prototyping, testing, doesn't generally take too much
                    time. The agile projects I've been on really do have the time...
                    it's the _timing_ that's an issue. Some research and modeling needs
                    to be done ahead of release planning. Some decisions about workflow
                    and navigation structure should be made ahead of iteration planning.
                    UI prototyping should be ahead of storywriting. UI prototyping
                    doesn't need to be all completed before any code is written.
                    Navigation and workflow can change a bit at each iteration as we
                    learn more and functionality is added or changed. Models and
                    features can change periodically during and after releases as we get
                    feedback from using and testing the software we're building.

                    Basically, do all the same UCD stuff - just synchronize it with your
                    agile lifecycle.

                    And, Hugh - to where your original comments were going, I see UCD
                    people as designers working in step with development, coaching
                    customers, developers, and business people. The usability thing is a
                    part of that that usually comes a bit later. And as to your change
                    in thinking comment - I find that whole projects become user
                    centered. This sort of thinking permeates every activity. Does that
                    square with your observations on your current projects?

                    Thanks for your post!

                    -Jeff
                  • Ron Vutpakdi
                    ... horror stories that get all the ... I disgree. The goals may be in alignment, but, there are often enough times ( which aren t edge case horror stories)
                    Message 9 of 17 , Jan 27, 2005
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                      --- In agile-usability@yahoogroups.com, Gary F <gfyho@y...> wrote:
                      > > The customer and the user aren't the same thing. The
                      > > customer is the fellow buying the system, but the user is the poor
                      > > sucker who has to use it, and the two often aren't the same person.
                      >
                      > What you're saying it perfectly true, but not withstanding the
                      horror stories that get all the
                      > attention, in reality the goals are in alignment.

                      I disgree. The goals may be in alignment, but, there are often enough
                      times ( which aren't edge case horror stories) when the two groups'
                      goals aren't in alignment that there are benefits to being precise
                      about the terms (if only internally within the team).

                      For example, one of our "customers" at one of our biggest clients is
                      an expert user who has a marked tendency to demand lots of knobs to
                      tweak algorithmic parameters and the inclusion of his
                      algorithms/models in spite of the fact that those knobs and algorithms
                      would only be of likely interest to him and the other 2-5% of the
                      eventual users. The remaining 95-97% would be quite happy without the
                      knobs if it meant a simpler, cleaner interface (since they wouldn't
                      use the knobs anyway).

                      Yes, there are times when the terms can be interchangeable, but also
                      often enough times when doing so without consideration is unwise.

                      >
                      > The important points here are that one needs to be alert to the
                      different usages of the terms when
                      > communicating with people outside your group, and in particular, one
                      needs to examine specific
                      > skills when hiring a usability person. "Interaction designer"
                      usually isn't ambiguous, but
                      > "usability person" usually is.

                      I agree that term usage has to take into consideration the audience
                      (language usability? ;-). Tell a group of developers or typical
                      management that you're bringing in a usability specialist and a
                      usability person, no problem and quite appropriate. Address a meeting
                      of visual designers or interaction designers as "usability
                      specialists," and you've just started on the wrong foot.

                      Part of the reason that I bring up this point is that I'm on an
                      interaction design list where threads concerning usability folks come
                      up every few months which quickly degenerate into "usability folks
                      don't know design and shouldn't be allowed to do design" at best and
                      "usability folks are completely useless idiots" at worst.

                      Ron
                    • Gary Macomber
                      Hi, Was just reflecting on this after the past week. For the first time in my career I had to convince folks to let me do more than just design. It took me 2
                      Message 10 of 17 , Jan 29, 2005
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                        Hi,

                        Was just reflecting on this after the past week. For
                        the first time in my career I had to convince folks to
                        let me do more than just design. It took me 2 days to
                        get everyone to agree that usability testing was
                        important! My prior experience is more like what Hugh
                        describes though...

                        gary

                        --- Hugh Beyer <beyer@...> wrote:


                        ---------------------------------
                        Hey guys -- I was reading old notes to this list and
                        had a sudden news flash
                        which is maybe obvious to everyone else, but maybe not
                        -- what I realized is
                        that being a usability person on an agile product is
                        going to require a
                        total change in your thinking. Presumably, you're
                        there to help implement
                        the customer role--be the customer voice on the team.
                        But that's going to
                        require that you behave not as a usability person,
                        looking at a completed
                        design and searching for holes but that you operate as
                        a
                        designer--conceptualizing the work of the users,
                        thinking about a design
                        response and organizing that response into screens and
                        interfaces.

                        Usability people have known from just about day one
                        that they had to do such
                        things, of course. But the placement of usability
                        after development produces
                        something to test meant that the problem was somewhat
                        hidden. Now it's out
                        front--you aren't a usability person anymore, you're
                        something else.

                        Or am I out to lunch?

                        Hugh



                        Hugh R. Beyer
                        CTO, InContext
                        2352 Main St., suite 302
                        Concord, MA 01742

                        978-823-0105 x122
                        beyer@...






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                      • Hugh Beyer
                        _____ From: Ron Vutpakdi [mailto:vutpakdi@acm.org] Sent: Wednesday, January 26, 2005 3:54 PM To: agile-usability@yahoogroups.com Subject: [agile-usability] Re:
                        Message 11 of 17 , Jan 30, 2005
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                          From: Ron Vutpakdi [mailto:vutpakdi@...]
                          Sent: Wednesday, January 26, 2005 3:54 PM
                          To: agile-usability@yahoogroups.com
                          Subject: [agile-usability] Re: Role of UCD in agile processes

                           


                          --- In agile-usability@yahoogroups.com, Hugh Beyer <beyer@i...> wrote:
                          >
                          > What got me was realizing that as soon as you become part of an agile
                          > customer team, you're really not a usability person at all anymore. Your
                          > training may well give you a powerful mindset, but your role is to
                          be the
                          > customer voice.

                          Possibly being a little nitpicky here, but I don't agree that a
                          "usability person" should have the role of being the "customer's
                          voice."  The customer and the user aren't the same thing.  The
                          customer is the fellow buying the system, but the user is the poor
                          sucker who has to use it, and the two often aren't the same person.
                          The "usability person" has to know about the customer and her
                          needs/position/motivation, but the user is the one the "usability
                          person" represents.

                           

                          No argument on content. I’m using “customer” in the Total Quality sense of everyone who depends on the system—direct and indirect users, buyers, etc.

                           

                          Hugh

                           

                        • Hugh Beyer
                          _____ From: Jeff Patton [mailto:jpatton@acm.org] Sent: Thursday, January 27, 2005 2:57 PM To: agile-usability@yahoogroups.com Subject: [agile-usability] Re:
                          Message 12 of 17 , Jan 30, 2005
                          • 0 Attachment

                             

                             


                            From: Jeff Patton [mailto:jpatton@...]
                            Sent: Thursday, January 27, 2005 2:57 PM
                            To: agile-usability@yahoogroups.com
                            Subject: [agile-usability] Re: Role of UCD in agile processes

                             

                            ·        
                            --- In agile-usability@yahoogroups.com, "Hugh Beyer" <beyer@i...>
                            wrote:
                            > Hey guys -- I was reading old notes to this list and had a sudden
                            news flash
                            > which is maybe obvious to everyone else, but maybe not -- what I
                            realized is
                            > that being a usability person on an agile product is going to
                            require a
                            > total change in your thinking.
                            ...
                            > Now it's out
                            > front--you aren't a usability person anymore, you're something else.
                            >
                            > Or am I out to lunch?

                            I regret creating this list with the name agile-usability... I'd just
                            came back from the UPA conference last year, and it seemed like most
                            folks there were comfortable referring to themselves as usability
                            people.  I'm now seeing design - specifically user centered design,
                            interaction design, and user interface design as the big hole to be
                            plugged, and the activity that the usability people[?] are busy doing
                            on agile projects.

                            A few weeks ago I put out links to the stuff I'm working on.  One big
                            point I'm trying to make is the /when/ you do things on agile
                            projects matters alot.  Early discussions about UCD stuff on agile
                            projects dealt with the concern that doing design work took too much
                            time.  That sort of thinking is wrong IMHO.  I believe it operates
                            under the assumption that /all or most of/ the work is done up front -
                            so therefore our biggest challenge is figuring out how to do it
                            faster.  [I kinda bristled at the title "Rapid Contextual Design" for
                            that reason.] 

                            It's my experience that UCD /stuff/ by stuff I mean researching,
                            modeling, prototyping, testing, doesn't generally take too much
                            time.  The agile projects I've been on really do have the time...
                            it's the _timing_ that's an issue.  Some research and modeling needs
                            to be done ahead of release planning.  Some decisions about workflow
                            and navigation structure should be made ahead of iteration planning. 
                            UI prototyping should be ahead of storywriting.  UI prototyping
                            doesn't need to be all completed before any code is written. 
                            Navigation and workflow can change a bit at each iteration as we
                            learn more and functionality is added or changed.  Models and
                            features can change periodically during and after releases as we get
                            feedback from using and testing the software we're building. 

                            Basically, do all the same UCD stuff - just synchronize it with your
                            agile lifecycle.

                            And, Hugh - to where your original comments were going, I see UCD
                            people as designers working in step with development, coaching
                            customers, developers, and business people.  The usability thing is a
                            part of that that usually comes a bit later.  And as to your change
                            in thinking comment - I find that whole projects become user
                            centered.  This sort of thinking permeates every activity.  Does that
                            square with your observations on your current projects?

                            My favorite story about this... on a project some years ago, we were working with a customer/UI design/user experience design team that interfaced with a development team in a very XP-ish kind of way, though it was not an XP project. After some time—enough time for everyone to get comfortable with the new roles—one of the developers on the user team came to us and said he was planning to go back to development. We were all worried and asked what was wrong and why he wasn’t happy. His response was, “I’m very happy but I like developing. Now that I’ve seen what you’re doing I know I can trust your process. So if you come and tell me to paint it purple, I’ll paint it purple because I’ll know you have a good reason for it.”

                            Moral being that the whole team may become user-centered in attitude—but part of that is knowing when to listen to the parts of the team that are more in contact with the user than you are. This is being duplicated in teams we’re working with now—the developers are getting to the point where they prefer to come to our folks rather than make off-the-cuff design decisions because they know we’ve got the closer user contact. Which—to bring the conversation back to XP—is as it should be.

                                        Hugh

                          • Jeff Patton
                            ... were working ... interfaced with a ... XP ... comfortable with ... said he ... asked what ... happy but I ... trust ... paint it ... attitude-but ... that
                            Message 13 of 17 , Feb 1, 2005
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                              --- In agile-usability@yahoogroups.com, "Hugh Beyer" <beyer@i...>
                              wrote:
                              > My favorite story about this... on a project some years ago, we
                              were working
                              > with a customer/UI design/user experience design team that
                              interfaced with a
                              > development team in a very XP-ish kind of way, though it was not an
                              XP
                              > project. After some time-enough time for everyone to get
                              comfortable with
                              > the new roles-one of the developers on the user team came to us and
                              said he
                              > was planning to go back to development. We were all worried and
                              asked what
                              > was wrong and why he wasn't happy. His response was, "I'm very
                              happy but I
                              > like developing. Now that I've seen what you're doing I know I can
                              trust
                              > your process. So if you come and tell me to paint it purple, I'll
                              paint it
                              > purple because I'll know you have a good reason for it."
                              >
                              > Moral being that the whole team may become user-centered in
                              attitude-but
                              > part of that is knowing when to listen to the parts of the team
                              that are
                              > more in contact with the user than you are. This is being
                              duplicated in
                              > teams we're working with now-the developers are getting to the
                              point where
                              > they prefer to come to our folks rather than make off-the-cuff
                              design
                              > decisions because they know we've got the closer user contact.
                              Which-to
                              > bring the conversation back to XP-is as it should be.
                              >

                              I've seen that play out as well - sort of. By injecting teams with
                              user profiles and task models - UCD artifacts and thinking, and
                              publicly using those to make design decisions developers [and
                              analysts and users] learn that design decisions aren't really made
                              off the cuff. They're informed decisions. I observe two resulting
                              behaviors: as you describe, developers and others trust the design
                              process more and seek out designers for specific advice; or,
                              alternatively, developers and others use the models to start making
                              some informed decisions on their own.

                              I've always been pushing for developers and others to gain that
                              understanding so they can make day to day decisions on their own -
                              and indeed some do. But more of them choose to defer to designers.
                              Possibly my hopes at everyone becoming a designer to some degree are
                              unrealistic.

                              Have you observed others learning UCD thinking and successfully
                              making decisions on their own? Has this helped or hindered things?

                              thanks,

                              -Jeff
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