CONTENIDO:
Foreword
Preface
Introduction
The challenges for design
The challenge of design in organizations
The challenge of design from data
Contextual Design
PARTE 1 : UNDERSTANDING THE CUSTOMER
GATHERING CUSTOMER DATA
Marketing doesn't provide design data
The rocky partnership between IT and its clients
Contextual Inquiry reveals hidden work structure
PRINCIPLES OF CONTEXTUAL INQUIRY
The master/apprentice model
The four principles of Contextual Inquiry
The contextual interview structure
CONTEXTUAL INQUIRY IN PRACTICE
Setting project focus
Designing the interviewing situation
Deciding who to interview
Making it work
PARTE : 2 SEEING WORK
A LANGUAGE OF WORK
Using language to focus thought
Graphical languages give a whole picture
Work models provide a language for seeing work
Work models reveal the important distinctions
WORK MODELS
The flow model
The sequence model
The artifact model
The cultural model
The physical model
The five faces of work
THE INTERPRETATION SESSION
Building a shared understanding
The structure of an interpretation session
PARTE : 3 SEEING ACROSS CUSTOMERS
CONSOLIDATION
Creating one representation of a market
Facilitate the PARTE : nership between IT and customers
Seeing the whole
CREATING ONE VIEW OF THE CUSTOMER
The affinity diagram
Consolidating flow models
Consolidating sequence models
Consolidating artifact models
Consolidating physical models
Consolidating cultural models
The thought process of consolidation
COMMUNICATING TO THE ORGANIZATION
Communication techniques
Tailoring the language to the audience
Models manage the conversation
PARTE : 4 INNOVATION FROM DATA
WORK REDESIGN
Customer data drives innovation
Creative design incorporates diversity
Contextual Design introduces a process for invention
Work redesign as a distinct design step
USING DATA TO DRIVE DESIGN
The consolidated flow model
The consolidated cultural model
The consolidated physical model Consolidated sequence models
Consolidated artifact models
Using metaphors
Using models for design
DESIGN FROM DATA
Walking the data
Priming the brain
Creating a vision
Creating a common direction
Making the vision real
Storyboards
Redesigning work
PARTE : 5 SYSTEM DESIGN
SYSTEM DESIGN
Keeping the user's work coherent
The User Environment Design
THE USER ENVIRONMENT DESIGN
The reverse User Environment Design
Building the User Environment from storyboards
Defining a system with the User Environment Design
User Environment Design walkthroughs
PROJECT PLANNING AND STRATEGY
Planning a series of releases
Partitioning a system for implementation
Coordinating a product strategy
Driving concurrent implementation
PARTE : 6 PROTOTYPING
PROTOTYPING AS A DESIGN TOOL
The difficulty of communicating a design
Including customers in the design process
Using paper prototypes to drive design
Prototyping as a communication tool
FROM STRUCTURE TO USER INTERFACE
Using the User Environment Design to drive the UI
A process to design the UI
Iterating with a Prototype
Building a paper prototype
Running a prototype interview
The structure of an interview
The interpretation session
Iteration
Completing a design
Conclusion
PUTTING IT INTO PRACTICE
The principles of Contextual Design
Breaking up design responsibilities across groups
Addressing different design problems
Team structure
Maintaining a strategic customer focus
Handling organizational change
Designing the design process
Afterword
Readings and Resources
References
Index
About the Authors
Resumen
Este libro introduce un enfoque centrado en el cliente para los negocios, mostrando cómo los datos recopilados de las personas mientras trabajan pueden impulsar la definición de un producto o proceso, mientras que el apoyo a las necesidades de los equipos y sus organizaciones. Esta es una guía práctica y práctica para cualquier persona que intente diseñar sistemas que reflejen la forma en que los clientes quieren hacer su trabajo. Los autores desarrollaron el Diseño Contextual, el método discutido aquí, a través de su trabajo con equipos que luchan por diseñar productos y sistemas internos. En este libro, encontrará los principios subyacentes del método y cómo aplicarlos a diferentes problemas, restricciones y situaciones organizacionales.
