Work modeling is a crucial step in the design process that helps teams make sense of their ethnographic research data. By creating visual representations of different aspects of work and behavior, teams can better understand user intent and move towards meaningful insights. Here's a comprehensive guide to work modeling in contextual design.
What is a Work Model?
A work model is a visual representation of user data that serves multiple purposes:
- Provides a shared understanding of user data
- Creates a common language for the design team
- Offers an easily understandable deliverable for stakeholders
- Helps visualize complex relationships and patterns
The Five Models of Contextual Design
1. Flow Model
This model shows how work is divided and coordinated among different roles. Key elements include:
- Individuals and groups (shown as circles)
- Communication flows (shown as arrows)
- Artifacts (shown as small boxes)
- Places (shown as large boxes)
- Breakdowns in communication (marked with lightning bolts)
2. Sequence Model
Captures the order of work tasks over time, including:
- Triggers that initiate sequences
- Intents behind actions
- Specific steps and actions
- Breakdowns in the process
3. Cultural Model
Represents the influences that shape expectations, desires, and values:
- Influencers shown as varying-sized circles
- Arrows indicating direction of influence
- Text describing the nature of influence
- Cultural breakdowns and conflicts
4. Physical Model
Maps the environment where work occurs:
- Bird's-eye view of workspaces
- Movement patterns
- Location of tools and artifacts
- Physical constraints and opportunities
- Environmental breakdowns
5. Artifact Model
Documents the tangible items people use:
- Visual representations of objects
- Physical characteristics
- Information content
- Structure and organization
- Informal usage patterns
- Usage breakdowns
Conducting an Interpretation Session
Team Roles
- Interviewer: Describes what happened and answers questions
- Modelers: One person per model type
- Recorder: Captures design ideas, breakdowns, and key points
- Additional participants: Listen and ask questions
Process
- Preparation
- Distribute numbered transcripts to all participants
- Set up large sheets of paper or whiteboards for each model
- Review research focus and approach
- Modeling Session
- Go through transcript line by line
- Update all models simultaneously
- Record observations, insights, and questions
- Document breakdowns and design opportunities
- Refinement
- Remove redundant or irrelevant items
- Look for patterns
- Digitize the refined models
- Iterate based on team feedback
Best Practices
- Always cite data points with transcript line numbers
- Label hypotheses separately from observed data
- Prioritize legibility in all models
- Expect and embrace the messy nature of the process
- Plan for sessions to take 8+ hours
- Include multiple team members for diverse perspectives
