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Mini-UPA Boston MITRE multi-method Study
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MITRE Study 2007
A Multi-Method Study at MITRE UPA Boston Mini-Conference 28 May 2008 Bryn Dews Marsha Nunes © 2001 The MITRE Corporation. All rights reserved. 2 MITRE Background Three Federally Funded R&D Centers (FFRDCs) – Air Force (Defense and Intelligence) – FAA (Aviation System Development) – IRS (Enterprise Modernization) Engineering environment Lots of disciplines/specialties on sponsor projects Heavy focus on System Engineering Lifecycle model(s) © 2003 The MITRE Corporation. All rights reserved. My Background: BA HCI 3 Hired as Business Analyst (Compensation & Benefits) after 9+ years as BA/Manager for HR in Banking Team Lead on PeopleSoft Implementation HRIT Manager Team Lead for PeopleSoft in IT Web Applications Project/Team Lead Re-org opportunity to raise awareness for HCI 2003 – Team official – UCD Team Lead – 2004 – add to staff – 2005 – another add to staff © 2003 The MITRE Corporation. All rights reserved. 1
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Purpose of 2007 MITRE Study Investigate and observe how MITRE employees use Intranet and other Corporate IT tools and software Focus Areas: – Workspace and desktop setup – Finding information – Corporate Portal – Phonebook – Microsoft Outlook (email management) – Awareness Follow-on to Summer 2006 field study © 2003 The MITRE Corporation. All rights reserved. 5 Methodology Observations (n=6) Interviews (n=36) Survey (n = 537/1260) © 2003 The MITRE Corporation. All rights reserved. 6 Our Process: Overview Create Project Plan Hire Intern IT stakeholder interviews (to narrow study focus) Structure study parts Collect data Summarize data Present data to stakeholders and larger IT community © 2003 The MITRE Corporation. All rights reserved. 2
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Stakeholder Interviews Development organizations Top-Down interviews/meetings Straw-man study outline – Prior year study as starting point – New ideas from usability testing © 2003 The MITRE Corporation. All rights reserved. 8 Structure Study Parts Interviews first – Environment questions/observations – Structured tasks – Features used – Catalog of applications Observations next Survey third – Short and sweet – Closed questions (corresponding to interviews) © 2003 The MITRE Corporation. All rights reserved. 9 Collect Data Interviews – Whole UCD Team – Cross section (geographic, job level, job type, organization) – Template for notes – Common terminology – One hour format… loosely followed Observations – three staff Survey – reviewed by whole team – Sr. Mgt. added open response question © 2003 The MITRE Corporation. All rights reserved. 3
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Analyze/Summarize Data Intern dissected quantitative responses in interviews; put in tables; graphed Team highlighted qualitative points in interview/observation transcripts, created sticky- notes Affinity diagramming of notes for qualitative data Survey Pro used to analyze survey data Manual analysis of survey open response data Project and Team Leads reviewed/fine-tuned final report © 2003 The MITRE Corporation. All rights reserved. 11 Read Out Study Results Stakeholder organizations – Sr. Management early – Some came asking for it! – Development organizations – Loop back to other organizations, Chief Engineers COI sharing Mostly small groups -> very interactive © 2003 The MITRE Corporation. All rights reserved. 12 Lessons Learned 4 hour observations are tough sell – Try more, shorter sessions next year Smaller window = less data Easier to schedule Less tedious/invasive Multiple facilitators make it harder to pick up on trends across all sessions. – Try more frequent team updates – Review session notes as they’re written Analyzing qualitative data in crunch always daunting! © 2003 The MITRE Corporation. All rights reserved. 4
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More Lessons Learned Affinity Diagram – Worked well for analyzing qualitative data But… – Multiple people reading notes, adding to diagram led to duplication Streamlined process by reading and highlighting same printouts – Consistent session number labels would make it easier to backtrack – Good handwriting helps Overall well worth effort in terms of data collected and outreach to MITRE community! © 2003 The MITRE Corporation. All rights reserved. 14 Backup Slides © 2003 The MITRE Corporation. All rights reserved. 15 Excerpts of Interview Checklist PHYSICAL WORKSPACE What MITRE handouts & Giveaways are in/on their workspace (PECE Cube, mugs)? Approx. monitor size & # of monitors? Screen Resolution? Any Assistive Technologies? Is SecurId present? For Sites, any noticeable work environment differences? © 2003 The MITRE Corporation. All rights reserved. 5
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Excerpts of Interview Checklist OUTLOOK Are they using Tasks/Contacts and/or Notes? How many emails are in their inbox? How many email folders do they have? Are they using Rules to manage their email? Are they using flags to manage their email? © 2003 The MITRE Corporation. All rights reserved. 17 Excerpts of Interview Catalog FOR EACH SHOW A SCREEN SHOT OF THE APPLICATION OR COLLECTION AND ASK: How often do you use it? Why? How you get to it? How did you learn about it? NOTE: applications/sites included were pilots, new/recently rolled/updated or additional features in heavily used applications © 2003 The MITRE Corporation. All rights reserved. 18 Excerpt of Observation Checklist Desktop Browser Monitor Size? Windows maximized? Screen Resolution? Open/Close new browser windows? Windows maximized? Reuse browser window? # of windows? Number of apps open? Use Tabs? # of tabs? Number of desktop Bookmarks? #? shortcuts? Organization? © 2003 The MITRE Corporation. All rights reserved. 6
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19 Survey Design
20 Questions (no kidding!) Frequency of use (scale) Ease of use (scale) Appeal (scale) Ever use (yes/no) Which do you use (checkboxes) Write in three improvements (short answer) Any other suggestions (long response) © 2003 The MITRE Corporation. All rights reserved. 7
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