Interaction Design for Complex Problem Solving

by Mirel

• ISBN13: 9781558608313
• ISBN10: 1558608311
• Format: Paperback
• Copyright: 2003-11-03
• Publisher: Elsevier Science

Summary

Software for complex problem solving can dazzle people with advanced features and alluring visuals, but when actually put to use it often disappoints and even frustrates users. This software rarely follows the user's own work methods, nor does it give people the degree of control and choice that they truly need. This book presents a groundbreaking approach to interaction design for complex problem solving applications. The author uses her vast field experience to present a new way of looking at the whole process, and treats complex problem solving software and web applications as a distinct class with its own set of usefulness demands and design criteria. This approach highlights integrated interactions rather than discrete actions, clearly defines what makes problem solving complex, and explores strategies for analyzing, modeling, and designing for exploratory inquiries.

Author Biography

Barbara Mirel is a visiting associate professor and research investigator at the University of Michigan

Table of Contents

Preface	xv
Introductory Quotations	xv
What is in This Book?	xvii
How is This Book Organized?	xx
Who Should Read This Book?	xxiii
Acknowledgements	xxiv
References	xxvi
Introduction	xxvii
What is Complex Problem Solving?	xxix
Designing for Usefulness in the Whole Product	xxxi
Putting Usefulness in the Center of Usability and Software Engineering	xxxii
Where Does Interaction Design Come in?	xxxiii
How far Along are We and are Useful Applications Possible?	xxxiv
Setting the Stage	xxxvi
Reference	xli
PART I UNDERSTANDING THE WORK
What Makes Complex Problem Solving Complex?	3	(28)
Scenario: Should We Break Into a New Market Niche?	6	(8)
Describing Contexts and Conditions Shaping Complex Problem Solving	14	(7)
Identifying Dynamics and Traits of Complexity and Design Implications	21	(5)
Conclusion: Revisiting Marty and the Software Support He Needs	26	(5)
References	28	(3)
Usefulness: Focusing on Inquiry Patterns, Task Landscapes, and Core Activities	31	(34)
Defining Usefulness	33	(1)
Focusing on complex Problem Solving at a Practical Level	34	(4)
What is the Difference Between Inquiry Patterns and Design Patterns?	38	(1)
Scenario: Analyzing the Root Causes of a Drug Overdose	39	(10)
Summarizing Patterns of Inquiry and Task Landscapes in the RCA Case	49	(1)
Focusing on Core Activities within Task Landscapes	50	(4)
Focusing on Problem Solving Objectives for Core Activities	54	(7)
Conclusion: Higher-Order Needs Versus Support Delivered	61	(4)
References	62	(3)
Filling in the Gaps: Integrating Usefulness Into User-Centered Design	65	(42)
Understanding and Re-Thinking Assumptions	68	(15)
Gathering Data About Users and Their Work	83	(5)
Analyzing and Synthesizing Data	88	(5)
Modeling Users' Work	93	(6)
Conceptualizing Designs	99	(3)
Conclusions: Putting it Together	102	(5)
References	103	(4)
PART II SOLVING PROBLEMS IN TECHNICAL, SOCIAL, AND CO-EMERGENT SYSTEMS
Keeping the System Up and Running	107	(44)
Scenario: Crisis in a Corporate Network	110	(11)
Design Team Scenario: Analyzing and Modeling Contextual Data	121	(13)
Design Team Scenario: Conceptualizing Design	134	(8)
Designing Differently: Creating Integrated and Consolidated Models	142	(2)
Designing Differently: Capturing Contextual Influences	144	(4)
Conclusions	148	(3)
References	149	(2)
Getting IT Right	151	(34)
Prelude to a Story: Looking at Only Select Parts of the Team's Efforts	153	(1)
Introduction: Re-Grouping and Deciding How to Re-Design	154	(1)
Analyzing What Troubleshooters Do to Validate a Problem	155	(6)
Analyzing What Troubleshooters Do Validate a Problem
Analyzing What Troubleshooters Do to Bound and Formulate a Problem	161	(5)
Conceptualizing Designs for Saving, Commenting on and Recalling Views	166	(10)
Conceptualizing Designs for Finding an Entry Point	176	(5)
Conclusions	181	(4)
References	183	(2)
Criteria, Constraints, and Choices: Optimizing the Mix in Merchandising	185	(46)
Solving Product Mix Problems	188	(1)
Scenario: Deciding the Best Mix of Shortening and Oils for a Western Chain	188	(27)
What Support Does Anya Need and What Does She Get?
Creating Models of Work That Capture Problem Solving Needs	215	(12)
Conclusions	227	(4)
References	230	(1)
Examining Design Strategies and Choices for Optimizing the Mix	231	(40)
Making Comparisons	234	(7)
``What Do I See and What Does It Mean?''	241	(9)
Getting from Here to There in Task Landscapes	250	(6)
Performing Complex Queries Visually with Uncomplicated Interactions	256	(3)
Composing in Tandem with Cumulative Data Analysis	259	(7)
Conclusions	266	(5)
References	268	(3)
Decision-Making in Complex Socio-Technical Systems of Patient Care	271	(54)
Scenario: Making Decisions in a Medication Pass	274	(8)
What Support Does Katherine Need and What Does She Get?	282	(2)
Adopting Design Assumptions about Socio-Technical Systems of Work	284	(3)
Contextually Analyzing In-Patient Medication Processes	287	(14)
Modeling Patterns of Inquiry and Task Landscapes	301	(3)
Preparing for Conceptual Design: Recognizing the Politics of Choices	304	(1)
Conceptually Designing Support for Integrating Diverse Information	305	(7)
Conceptually Designing Support for Working in an Electronic ``Place''	312	(7)
Conclusions	319	(6)
References	321	(4)
Designing for Usefulness Across Cases	325	(30)
Step 1: Orienting Design Thinking Toward Usefulness	327	(3)
Step 2: Identifying and Describing Core Inquiry Activities in Need of Support	330	(8)
Step 3: Conceptualizing Design for Useful Support	338	(13)
Conclusions	351	(4)
References	352	(3)
PART III THINKING STRATEGICALLY
Next Steps: Politics and Positioning of Usefulness	355	(28)
Creating Long-Range Plans for Software Products and Markets	359	(3)
Determining the Scope of the Software	362	(4)
Creating Teams, Dividing Tasks, and Communicating	366	(5)
Formally Handling Modification Requests	371	(4)
Political Points for Promoting Usefulness	375	(2)
Looking Ahead: A Strategic Program for Usefulness	377	(6)
References	380	(3)
Appendix	383	(2)
Figure Credits	385	(2)
Index	387