Applying Contextual Inquiry for Capturing End-Users Behaviour Requirements for Mobile Exhibition Services

1. Applying Contextual Inquiry for Capturing End-Users Behaviour Requirements for Mobile Exhibition Services 1st International Conference on Mobile Business mBusiness 2002 Evolution Scenarios for Emerging mBusiness Services Athens, Greece, July 8-9, 2002 Konstantinos Fouskas (kfouskas@aueb.gr) Adamantia Pateli (pateli@aueb.gr) Prof. Diomidis Spinellis (dds@aueb.gr) Heli Virola (heli.virola@elisa.fi)

2. Presentation Outline Problem and Opportunities Theory Framework: CD and CI Case Study: mEXPRESS Lessons Learned

3. Presentation Status Problem and Opportunities Theory Framework: CD and CI Case Study: mEXPRESS Lessons Learned

4. Problems in Developing Mobile Services Next generation networks has motivated the development of a plethora of mobile applications and services. But� Customer has limited ability to guide the development of new products and services. How can developers identify needs that users themselves may not recognize? How can designers develop ways to meet those needs?

5. Requirements for Mobile Services Technological Designing physical and logical architecture Setting network infrastructure Business Strategic Deriving from analysis of Business Model implemented End-User Behavioural Deriving from observation of end-user context behaviour This paper discusses an approach for End-User Behavioural Requirements Elicitation.

6. Research Approaches in Requirements Elicitation

7. Presentation Status Problem and Opportunities Theory Framework: CD and CI Case Study: mEXPRESS Lessons Learned

8. Contextual Design Contextual Design is �a customer-centered process that supports finding out how people work, so the optimal redesign of work practice can be discovered� (Beyer, Holtzblatt, 1998) . The phases of Contextual Design are: Contextual Inquiry Work Modelling Consolidation Work Redesign User Environment Design Mock-up and Test with customers Putting into practice

9. Applying Contextual Inquiry for RE Contextual Inquiry includes going to the users� work and observing the work being held. Builds on the Apprenticeship model pushing much power to customer rather than interviewer. The most common structure is Contextual Interview. Contextual Interview comprises 4 parts: Conventional (semi-structured) interview The Transition Contextual Interview Proper Observation Session Capturing Data Wrap-Up Reflection and Analysis Brainstorming for solutions Post-observation in-depth interview

10. Principles of Contextual Inquiry Context: Going to the user�s workplace and observe Gathering ongoing experience and concrete data Partnership Having the user and interviewer collaborating Following the apprenticeship model Interpretation Combining and Interpreting users� actions and words together Working as a team to interpret the inquiry data Focus Having a point of view when observing Keeping discussion on topics that matter

11. Presentation Status Problem and Opportunities Theory Framework: CD and CI Case Study: mEXPRESS Lessons Learned

12. mEXPRESS in Brief

13. Design technical infrastructure for location-sensitive interaction. Explore mobile positioning and tracking mechanisms in closed environments. Explore interoperability and convergence issues. Execute in-field trials and evaluation of the infrastructure. Explore models of visitors� navigation behavior. Apply content management mechanisms. Objectives of mEXPRESS

14. Architecture

15. Technical Infrastructure and Tools to support location-awareness and content delivery through mobile devices in exhibition environments. A platform providing: Indoor positioning and tracking, Content management, Targeted messages to clusters or individual users, Statistical Analysis of Location-based Behaviour, Seamless Functionality and Interface to mobile and Internet devices (desktops, laptops, info-kiosks, PDAs) Expected Outcomes

16. Objectives of the Research for RE Identify non-verbally stated requirements for new services that have not been proposed by the research team, Notify changes that have to be made on proposed mobile services so that they address real needs, Measure the value of the proposed services for the end-users and reject those that seem to have little or no value for their target audience, Define the general attitude of end-user towards the system and more specifically towards each of the mobile services that will be offered.

17. Case Setting The research took place in Naval Saloon � Thalassa 2002 in Athens, Greece, 5-10 April 2002, organised by ROTA. Observation was concerning a variety of actors (visitors, exhibitors, organisers). Observation was taking place simultaneously for dissimilar actors within the same area (exhibition hall), so that interactions between them are observed from more than one point of view. Observation was supported by two interviews instead of one which is more common to verify the results of the inquiry. The number of observations was analogous to the number of different types of visitors and exhibitors.

18. Application of the Contextual-Inquiry Method (Phase A)

19. Application of the Contextual-Inquiry Method (Phase B)

20. In-depth Interview Topics

21. Outcomes and their Importance

22. Presentation Status Problem and Opportunities Theory Framework: CD and CI Case Study: mEXPRESS Lessons Learned

23. Problems and Limitations

24. Conclusions and Guidelines