Chapter 2 - Problem Identification Flashcards
Where do we have problems from?
Initiated by organization or self initiated -“ i see a problem, is there value in fixing that change?”
WHAT problem are we solving? Why focus on that?
If not, you start thinking about solution and you are not listening to the problem/you are not analyzing that. At the end you shape your problem actually to fit your solution.
How to get to the root?
- What problem do we have?
- Why do we have that problem?
- Why…» 7Whys
- Get to what is causing that problem?
Don’t stop after the first answer!
What is observation technique?
What types of observation can you think of?
Whath ppl in their normal environment:
> what tasks, how they solve it
> “that’s the way we’ve always done it
> looking at things from other perspective
Types: active, passive, participatory.
What can happen if we focus on something specific?
We miss everything else(monkey). We get a tunnel vision. Instead, sit back and check the full scope.
What is active observation?
Watch people do their work. Is live, you can interrupt, ask questions, get opinions, pull information out of them.
If all ppl. have a workaround for doing something, that’s a good indicator for a problem that has to be solved.
Drawback: you interrupt ppl, user is not productive; ppl. change how they do things;
What is passive observation? When dies it make sense?
You warch ppl but you don’ interact/interrupt.
It only makes sense when time factor is a key, e.g how long does it take to do a certain task?
The behavior of ppl. are not biased.
Passive observation can go unnoticed.
What is participatory observation?
Observer participates in doing the task of the observed ppl. By doing this, you put yourself in his shoes. You can generate some more questions.
Problem: you will only check the happy path.
What are you looking for?
- Automation possibility - efficiency gain
> ensuress that task is done always the same way - Streamline process/update process/ > check the big picture of the process.> remove steps, make them easier
- Make user /system performance more efficient. E.g user waits for response of system for 30 sec. Or: instead ob clicking 6 buttons, click one button and make the six steps automatic.
- Quality of life updates: if user is less stressed; remove pain point; intangible benefit.
How to set up observation?
- What are we trying to learn, what is the objective
- Which activity do we want to observe
- Who is to be observed
- When is the best time to observe it?
- Type of observation: active, passive, participatory
Secondary preparation:
- talk to that person/ his manager to make sure it’s ok and helps set focus/correct your planning
- review documentation, so that you are able to talk with ppl about it
- finalize details: schedule time of observation- how long you want to observe them; send appointments to the ppl. Observed. You tell them why you will be observing them, whats the purpise, you’re not judging, make sure they are available.
Rules for day of observation
- Make sure you are all set, be early and prepares
- Talk again to ppl about your observation. Tell them they can end the observation at any time. Tell them they can talk to you at any time: tell you what you are feeling.
- Wath them and take notes;
- Ask questions
After done
- Review notes and complete notes
- Thank them
- Give them your contact data so that they are part of the product.
- If questions arise, just send them the email
- Reflect on the observation
Benefits of interviews
- Build Relationships - sense of honesty, of trust.
Concerns:
- take alot of time 2h per stakeholder; - - time consuming for BA
- hard to analyze findings
- scheduling conflicts
- unintentionally leading questions!!!> be careful with questions
Key components of interview
- One on one vs group interview (group: max 4 ppl)
- Structured vs. Unstructured (loose plan, having a conversation). Structured is better for BA
- Synchronous(you’re live and talking with ppl) vs asynchronous(only when you can’t link up because of time zones)
Parts:
- planning: what’s the goal, who can help you, what type
- detailed planning: document questions, how much time do I need, should i record it? , where to conduct interview?
Interview questions
- you want to have conversation not a mechanical talk. You want ppl to open up
- question starting with: “how”…? “Give an example…”!; tell, whY, describe…, who, explain, what, when, where,… “if you had magical powers..”, “what didn’t i ask and you shouldn’t(the elephant in the room)? Who else should I be talking to?
No interrogation!! Instead, it has to be a conversation!
Interview time allocation
- how many questions
- talkers
- 30 to 90 minutes, best about 30/45 min
- book additional time of 15 min
- additionally prep time of 15 min
- add wrap up time of 15 ming
