with John Bailey

Over the years, many approaches for understanding a population’s perspective into design have been developed. One such approach is ethnographic study of intended users, work practitioners, and organizations. The goal of this approach is to understand work practices and organizational relationships and exchanges as the basis for innovation. As such, ethnographic study is not solely focused on requirements gathering, user likes/dislikes, or feature/function analysis; but instead, on what people actually do in practice and relationships between people, people and artifacts, and the artifacts themselves. This presentation describes a technique used to communicate work practices and relationships. The context is defining a complex information technology (IT) solution for business-to-business outsourcing. Through interviews and artifact analysis with multiple stakeholders we created practice diagrams to communicate work in its organizational context. The development and use of practice diagrams as a service design technique is the focus of this presentation.

About John Bailey

John Bailey is a research scientist at IBM Almaden Research Center focusing on socio-technical topics in service systems. John has publications in service science, systems administration, and automation. He has a Ph.D. in Human Factors Psychology from the University of Central Florida.