Hi Mark, I don`t know K. Holtzblatt's Rapid Contextual Design but I have successfully used personas I created after doing contextual interviews to improve travel insurance sales process. Knowing the goals of users whether they are using a system or a process is very useful and help give insights into how to do improve things dramatically.
You`re right Business analysts usually improve processes but they tend to do it from a fixing the problems point of view instead of from a what would be best point of view. Also since they don`t do contextual inquiries, they rarely have as good of an understanding of the users as UCD people can have, which leads to weaker solutions. Knowledge is power. Hope this helps! Pierre Roberge User Experience Designer - Business Analyst etfs -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Pawson, Mark Sent: Friday, November 23, 2007 2:03 PM To: discuss@lists.interactiondesigners.com Subject: [IxDA Discuss] Can Contextual Design be used to define a businessprocess Well its November and time to reorg the corporation again:) We are looking at ways to integrate UCD with Business Development. Specifically we are looking at using methods such as K. Holtzblatt's Rapid Contextual Design to develop a new process, rather than a product, that creates a positive user experience for customers transitioning from a legacy application to a new generation product. We are thinking of doing contextual inquiry to understand the decision process customers go through so we can identify what makes them decide to transistion, what are the pain points etc. I can almost envision this being an exciting project but then I hit a lot of grey area. Has anyone ever applied these techniques in such a fashion? Is this UCD or a Business Analyst role? Any articles or reference books on this? Any advice greatly appreciated. Mark Pawson ________________________________________________________________ *Come to IxDA Interaction08 | Savannah* February 8-10, 2008 in Savannah, GA, USA Register today: http://interaction08.ixda.org/ ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [EMAIL PROTECTED] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help ---------- etfs inc. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient, is prohibited. If you have received this in error, please contact the sender and delete the material from any computer. Unless otherwise stated, opinions expressed in this e-mail are those of the author and are not endorsed by the author's employer. etfs inc. L'information transmise ne s'adresse qu'au particulier ou a l'organisme a qui il est dirige. Il peut contenir des renseignements de nature privilegiee et/ou confidentielle . Si le lecteur de ce message n'est pas le destinataire vise, ni l'employe ou le mandataire charge de la livraison au destinataire vise, il est par la presente avise que toute dissemination, distribution ou transcription de cette communication est strictement interdite. Si vous avez recu la presente communication par erreur, veuillez nous en aviser immediatement par courriel et detruire le document de tout ordinateur le contenant. A moins d'avis contraire, toute opinion exprimee dans le present courriel est celle de son auteur et n'est pas endossee par l'employeur de la personne qui l'exprime. ________________________________________________________________ *Come to IxDA Interaction08 | Savannah* February 8-10, 2008 in Savannah, GA, USA Register today: http://interaction08.ixda.org/ ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [EMAIL PROTECTED] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
