Interaction Design Master's Thesis Presentation University of Kansas April 2013

1. Filling
the Void
Interactions in Software
Installations and Upgrades

2. Installation Backlog
CLIENT COMPLAINTS AND CONCERNS

3. Internal experiences and a rogue team
INSTALLATION TEAM

4. Research and Personas
NOTES FROM ROUNDTABLES AND INTERVIEWS
Miaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How can personas benefit product design processes? Design studies, 32(5), 417-430. doi: 10.1016/j.destud.2011.03.003

5. Research and Personas
Miaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How can personas benefit product design processes? Design studies, 32(5), 417-430. doi: 10.1016/j.destud.2011.03.003

6. Daniel Morrison, ABC Data Center
PERSONA DEVELOPMENT

7. Daniel Morrison, ABC Data Center
PERSONA DEVELOPMENT

8. PERSONA DEVELOPMENT

9. Who are our
consumers
Financial services, health care solutions and insurance solutions
are the primary customers. The three groups want processing work
completed efficiently and without legal trouble.

10. Consumer Opinion
What is important to our customers?
Speed
Accuracy
Trust
Ease of use
How do consumers see us?
Friendly
Accommodating
Giving
Providing accessible customer service
Trustworthy
Gartner research methodology placed our company in the niche player
quarter of the magic quadrant in 2012. According to Gartner, Niche
players focus successfully on a small segment, or are unfocused and
do not out-innovate or outperform others.

11. Consumer Opinion
How do we define ourselves in terms of the competition?
What’s our advantage?
We are a fully integrated process. Competitors force customers to purchase
multiple pieces in multiple places and do not look at business processes
holistically.

12. Consumer Opinion
Walk-Away
Benefit: Security

13. Daniel Morrison, ABC Data Center
Daniel Morrison,
ABC Data Center
Age:26
Gender: Male
Role or job title: Installation Specialist
“My job is all about making sure installations get done when they are supposed to,
and make sure they are done right. In order to do my job, I need to know what’s
available, what’s been promised and who needs it.”
Key Characteristics: Dan is a recent college graduate who is new to the data
center. He knows blade logic and server configuration.
Tactical Responsibilities
-Install new client environments.
-Install upgrades when they become available.
-Communicate upgrade availability to clients.
-Coordinate environments AWD upgrades and installs.
-Understand and record each AWD client configuration.
Strategic Responsibilities
-Teach new staff members information necessary to work in the ABC Data Center.
-Create processes that allow team members to install in an orderly fashion.
-Track the installation schedule.
-Create failover and recovery processes.

14. Grace Woods, ABC Data Center
Persona: Grace Woods,
ABC Data Center
Age:75
Gender: Female
Role or job title: Processing Specialist
“My job is all about making sure that people get what they need after life
changing events. If someone has a new baby, I process medical insurance for
that baby. If someone loses a loved one, I make sure that the family left behind
is given the coverage they paid for.”
Key Characteristics: Grace is a part-time employee with a mixed work history
of administrative assistance and sales. She has worked at ABC Data Center for
10 years and maintains part-time work for additional health-care coverage.
Tactical Responsibilities
Process the highest priority work in the cue.
-Record information into the ABC Data Center customer database.
-Send communications to clients.
-Meet daily and monthly production goals.
Strategic Responsibilities
-As a processor, Grace’s work plan does not focus on strategic responsibility.

15. Activity Theory & Installation
This structural model of an activity system portrays the dynamic relationship between a subject, the object of his activity and the mediating
tools employed during the activity, such as symbol systems, methods, and instruments (see below). It is in this Vygotskyan idea of mediation that
the context information is included because different cultures choose different tools to perform their specific actions, which, in turn, “shape the
way people act and think.” (Jonassen et al., 1999).
Mediating Tools
Subject Object
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

16. Activity Theory & Installation
To encompass community actions and to see the process more as a collective activity system, Engeström et al. (1999, 2002) depicts these
triangular relationships graphically as shown below. The dynamics in this basic model states that through the recursive activity of a subject, or
a team of subjects, who belong to a community whose activities are mediated through rules of relationship and division of labor, the object is
transformed and projected into a broader final outcome. In addition, the subjects’ activities are organized hierarchically, according to Leontev
(1978), in actions and operations.
Mediating Tools
Subject Object
Rules Division of Labor
Community
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

17. Activity Theory & Installation
STEP 1: Explain the purpose, motives, and goals of the activity system;
STEP 2: Clarify the components of the activity system; that is, the
subject, object, community, rules, and division of labor;
STEP 3: Analyze the structure for all activities done by subjects;
STEP 4: Analyze all the tools and mediators used by the activity system;
STEP 5: Analyze the context within which activities take place;
STEP 6: Link the outcomes of the previous steps to clarify the activity system dynamics.
(Jonassen, 2011)
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

18. Step 1: Explain the purpose, motives and goals of the activity system
Purpose: Discover the best possible way to solve the collective installation issues.
Motives:
Reduce time spent diagnosing improper installation. (It could be days of searching through lines of code)
Reduce cost spent diagnosing improper installation.
Reduce customer frustration.
Reduce internal frustration.
Goals: Not all installation specialists that purchase our product are are educated about complex servers
and hardware. The product created should be simple enough that anyone from the business could run
the program and provide the customer service center enough information to diagnose the problem.
("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

19. Step 2: Clarify the components of the activity system; that is,
the subject, object, community, rules, and division of labor
Mediating Tools
Subject Object
Rules Division of Labor
Community
("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

20. Step 2: Clarify the components of the activity system; that is,
the subject, object, community, rules, and division of labor
Linux
JBoss
DB2
guide Windows
Websphere
SQL
guide Solaris
Weblogic
Oracle
guide Network
InstallaCon
Redhat
Enterprise
Linux Microso>
Windows Oracle
Solaris Nodes Scripts
Mediating Tools
Client
InstallaCon
Specialist Subject Object Our
So>ware
Rules Division of Labor
OperaCng
System Community Client
polling
found
server
maintenance
generally
a
one
person
job.
ApplicaCon
Server Financial
InsCtuCons
Client
Help
Desk
JVM
SeNngs Healthcare
InsCtuCons When
clients
can
not
determine
why
the
installaCon
configuraCon
Database
ConnecCvity Insurance
InsCtuCons is
not
working
they
contact
the
help
desk.
JMS Our
own
people
("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

21. Step 3: Analyze the structure for all activities done by subjects
STORYBOARDING:
User Story Mapping is an approach to Organizing and Prioritizing user stories
Unlike typical user story backlogs, Story Maps: make visible the workflow or value chain show the relationships of larger
stories to their child stories help confirm the completeness of your backlog provide a useful context for prioritization
Plan releases in complete and valuable slices of functionality.
Story Maps support the primary intent of user stories, rich discussion
Patton, J. (2009, 04/01/2009). Building Better Products Using User Story Mapping Retrieved 11/27/2012, 2012,
from http://www.agileproductdesign.com/presentations/user_story_mapping/index.html

22. Step 3: Analyze the structure for all activities done by subjects
STORYBOARDING:
Patton, J. (2009, 04/01/2009). Building Better Products Using User Story Mapping Retrieved 11/27/2012, 2012, from
http://www.agileproductdesign.com/presentations/user_story_mapping/index.html

23. Step 3: Analyze the structure for all activities done by subjects
Remember
Story Maps support the primary intent of user stories, rich discussion
Koslyn’s Principle of Appropriate Knowledge
Communication requires prior knowledge of relevant concepts, jargon and symbols.
‘Installation and configuration is a field of work that is full of detailed concepts and jargon. After two or
three failed meetings, story mapping broke the communication barrier between installation developers
and the user-experience/product owner team.’
Patton, J. (2009, 04/01/2009). Building Better Products Using User Story Mapping Retrieved 11/27/2012, 2012,
from http://www.agileproductdesign.com/presentations/user_story_mapping/index.html
Kosslyn, S. M. (2006). Graph Design for the Eye and Mind. Oxford, New York: Oxford University Press, Inc.

24. Step 4: Analyze all the tools and mediators used by the activity system
Linux
JBoss
DB2
guide Windows
Websphere
SQL
guide Solaris
Weblogic
Oracle
guide Network
InstallaCon
Redhat
Enterprise
Linux Microso>
Windows Oracle
Solaris Nodes Scripts
Mediating Tools
Client
InstallaCon
Specialist Subject Object AWD
So>ware
Rules Division of Labor
OperaCng
System Community AWD
client
polling
found
server
maintenance
generally
a
one
person
job.
ApplicaCon
Server Financial
InsCtuCons
AWD
Client
Help
Desk
JVM
SeNngs Healthcare
InsCtuCons When
clients
can
not
determine
why
the
AWD
installaCon
Database
ConnecCvity Insurance
InsCtuCons configuraCon
is
not
working
they
contact
AWD.
JMS Our
own
people
("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

25. Step 4: Analyze all the tools and mediators used by the activity system
HIGH LEVEL ARCHITECTURE FOR INSTALLATION UPDATES

26. Step 4: Analyze all the tools and mediators used by the activity system
ROADMAP
USER-STORY MAPPING TO SPRINT PLANNING

27. Step 4: Analyze all the tools and mediators used by the activity system
INSTALLATION DEVELOPER REQUIREMENTS

28. Step 4: Analyze all the tools and mediators used by the activity system
INSTALLATION CONCEPT MAP
If one’s understanding of the concepts is limited, it
will be difficult to make meaningful interconnections.
Martin, B. H. B. (2012) Universal Methods of Design (pp. 38-39): Rockport Publishers.

29. Step 4: Analyze all the tools and mediators used by the activity system
START
Linux
JBoss
DB2
guide Windows
Websphere
SQL
guide
Solaris
Weblogic
Oracle
guide
Redhat
Enterprise
Linux Microso>
Windows
Oracle
Solaris
Opera&ng
System Opera&ng
System
Redhat
Eterprise
LinuxOperaCon
System Microso>
WIndows Opera&ng
System
Oracle
Solaris
Architecture:
i386
/
x64 SPRINT 1 Architecture:
i386
/
x64
Architecture:
???
Version:
5.5 Version:
Server
2008
R2
with
Service
Pack1
Version:
10
Applica&on
Server Applica&on
Server Applica&on
Server
Jboss IBM
Websphere Oracle
Weblogic
SPRINT
Version:
EAP5.1.2 Version:
ND
7.0.015 Version:
11gR1
Enterprise
EdiCon
(10.3.4)
JVM
Se8ngs
Verbose
garbage
collecCon:(opConal
compare) JVM
Se8ngs
IniCal
heap
size:
512 Verbose
garbage
collecCon:(opConal
compare) JVM
Se8ngs
maximum
heap
size:1280 IniCal
heap
size:
256 Verbose
garbage
collecCon:
(opConal
compare)
SPRINT maximum
heap
size:768 IniCal
heap
size:
512
sun.
lang.
ClassLoader.
allowArraySyntax:
TRUE maximum
heap
size:
1280
javax.xml.transform.TransformersFactory:
org.apache.
catalina.loader.WebappClassLoader.SYSTEM_CL_DELEG
ATION:
FALSE
Database
Connec&vity Database
Connec&vity Database
Connec&vity
AWD
Datasource
name:
(Heading
true/false) AWD
datasource
name:
(Heading
true/false) AWD
datasource
name:
(Heading
true/false)
Datasource
database
name:
DB2
for
I
on
IBM
iSeries SPRINT Datasource
Dersion:
2name:
Mnterprise
QL
Server
Datasource
V
atabase
008
R2
E
icroso>
S
EdiCon
Datasource
Database
name:
Oracle
Datasource
Version:
V6R1 Database
Version:
11g
Release
2
(11.2.0.1)
Datasource
Drivername:
JTOpen Datacource
Drivername:
Microso>
JDBC
Driver
for
SQL
Server Datacource
Drivername:Oracle
Datasource
Driver
version:
7.2 Datasource
Driver
version:
2.0 Datasource
Driver
version:
11.2
SPRINT SPRINT
Database
COnnec&vity
Con&nued
(Shared) JMS
BI
datasource:
(True
or
False?)
BIDAT_sub
properCes
match
AWD
datasource:
True AWD
Process:
True
Lookup
datasource:
(True
or
False?)
LkupDat_sub
properCes
match
AWD
datasource:
True Rebuild
user
privileges
Que
(sCll
used?)
CommunicaCons
datasource:
True
CommDat_subproperCes
same
as
AWD
datasource:
True Cache
Topic:True
INSTALLATION CONCEPT MAP

30. Step 5: Analyze the context within which the activities took place
Linux
JBoss
DB2
guide Windows
Websphere
SQL
guide Solaris
Weblogic
Oracle
guide Network
InstallaCon
Redhat
Enterprise
Linux Microso>
Windows Oracle
Solaris Nodes Scripts
Mediating Tools
Client
InstallaCon
Specialist Subject Object AWD
So>ware
Rules Division of Labor
OperaCng
System Community AWD
client
polling
found
server
maintenance
generally
a
one
person
job.
ApplicaCon
Server Financial
InsCtuCons
AWD
Client
Help
Desk
JVM
SeNngs Healthcare
InsCtuCons When
clients
can
not
determine
why
the
AWD
installaCon
Database
ConnecCvity Insurance
InsCtuCons configuraCon
is
not
working
they
contact
AWD.
JMS Our
own
people
("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

31. Step 5: Analyze the context within which the activities took place
NOTES FROM ROUNDTABLES AND INTERVIEWS

32. Step 6: Link the outcomes of previous steps
to clarify the activity system dynamics
Linux
JBoss
DB2
guide Windows
Websphere
SQL
guide Solaris
Weblogic
Oracle
guide Network
InstallaCon
Redhat
Enterprise
Linux Microso>
Windows Oracle
Solaris Nodes Scripts
Mediating Tools
Client
InstallaCon
Specialist Subject Object AWD
So>ware
Rules Division of Labor
OperaCng
System Community AWD
client
polling
found
server
maintenance
generally
a
one
person
job.
ApplicaCon
Server Financial
InsCtuCons
AWD
Client
Help
Desk
JVM
SeNngs Healthcare
InsCtuCons When
clients
can
not
determine
why
the
AWD
installaCon
Database
ConnecCvity Insurance
InsCtuCons configuraCon
is
not
working
they
contact
AWD.
JMS DST/AWD
("Instructional design; concepts, methodologies, tools and applications; 3v," 2011)
Instructional Design: Concepts, Methodologies, Tools and Applications
By: Information Association
Publisher: IGI Global
Pub. Date: March 31, 2011
Print Isbn-10: 1-60960-503-9

33. Software Installation and Updates: Healthcheck
PROTOTYPING
One of the fundamental values of prototyping is that it’s generative, which means as you work through the prototyping process, you’re
going to generate hundreds, if not thousands, of ideas. Some of them are brilliant and some are less brilliant. I’ve found that even those
less brilliant ideas can be a catalyst for brilliant solutions.
As a generative process, prototyping often leads to innovation and a significant savings in time, effort, and cost.
Prototyping helps you get ideas out of your head and into something more tangible—something you can feel, experience, work through,
play with, and test. Benefits include...
• Creating a shared • Selling an idea to your boss or • Gauging technical feasibility
communication. team members. and value.
• Working through a design. • Usability testing.
Warfel, T. Z. (2009). Prototyping. Brooklyn, New York: Rosenfeld Media.

34. Prototype 1: Representation of the concept map
Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS

35. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS

36. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS

37. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

38. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

39. Database Connectivity
AWD
Datasource
name:
(Heading
true/false)
Datasource
database
name:
DB2
for
I
on
IBM
iSeries
Datasource
Version:
V2R4
Datasource
Drivername:
JTOpen
Datasource
Driver
version:
7.2
Export Log File Home

40. Database Connectivity
AWD
Datasource
name:
(Heading
true/false)
Datasource
database
name:
DB2
for
I
on
IBM
iSeries
Datasource
Version:
V2R4
Datasource
Drivername:
JTOpen
Datasource
Driver
version:
7.2
Export Log File Home

41. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

42. Subjects or the designer
can write comments and
notes directly on the
prototype (“I really want
this button to be here”).
Even though they are
rough, paper prototypes
should be done to scale
when possible. It is easy
to create impractical
interfaces otherwise.
(Saffer, 2009)
PAPER PROTOTYPING

43. Subjects can
think-aloud
without any
systematic
changes to their
thought process.
(5-10 seconds retention)
Ericsson, K., & Simon, H. (1993). Protocol analysis:Verbal reports as data (Rev. ed.): Cambridge, Ma: MIt Press.
USER TESTING

44. Prototype 2: Active Space
PROTOTYPE
TWO
ACTIVE
SPACE

45. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS

46. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS

47. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

48. Run Health Check
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

49. Run Health Check
Opera&ng
System Database Connectivity
Applica&on
Server AWD
Datasource
name:
(Heading
true/false)
Datasource
database
name:
DB2
for
I
on
IBM
iSeries
JVM
Se8ngs
Datasource
Version:
V2R4
Database
Connec&vity Datasource
Drivername:
JTOpen
Datasource
Driver
version:
7.2
JMS
Export Log File

50. Run Health Check
Opera&ng
System Database Connectivity
Applica&on
Server AWD
Datasource
name:
(Heading
true/false)
Datasource
database
name:
DB2
for
I
on
IBM
iSeries
JVM
Se8ngs
Datasource
Version:
V2R4
Database
Connec&vity Datasource
Drivername:
JTOpen
Datasource
Driver
version:
7.2
JMS
Export Log File

51. Run Health Check
Opera&ng
System Operating System
Redhat
Eterprise
LinuxOperaCon
System
Applica&on
Server
Architecture:
i386
/
x64
JVM
Se8ngs
Version:
5.5
Database
Connec&vity
JMS
Export Log File

52. Prototype 3: Node Aware
PROTOTYPE
THREE
NODE
AWARE

53. Run Health Check

54. Run Health Check

55. Run Health Check
AWD
Informa&on
Opera&ng
System
DETECTING
NODES
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS

56. Run Health Check
AWD
Informa&on JVM
1 JVM
2 JVM
3 JVM
4
10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09
Opera&ng
System
PERFORMING
HEALTH
CHECK
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS

57. Run Health Check
AWD
Informa&on JVM
1 JVM
2 JVM
3 JVM
4
10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

58. Run Health Check
AWD
Informa&on JVM
1 JVM
2 JVM
3 JVM
4
10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09
Opera&ng
System
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

59. Run Health Check
AWD
Informa&on JVM
1 JVM
2 JVM
3 JVM
4
10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09
Opera&ng
System
APPLICATION
APPLICATION
APPLICATION
APPLICATION
VERSION:
VERSION:
VERSION:
VERSION:
10.7 10.7 10.7 10.7
Applica&on
Server
JVM
Se8ngs PRIMARY
PRIMARY
PRIMARY
PRIMARY
DATABASE:
DATABASE:
DATABASE:
DATABASE:
10.7 10.7 10.7 10.7
Database
Connec&vity
REPORTING
REPORTING
REPORTING
REPORTING
DATABASE:
DATABASE:
DATABASE:
DATABASE:
XXXXXXX XXXXXXX XXXXXXX XXXXXXX
JMS
Export Log File

60. Run Health Check
AWD
Informa&on JVM
1 JVM
2 JVM
3 JVM
4
10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09
Opera&ng
System
APPLICATION
APPLICATION
APPLICATION
APPLICATION
VERSION:
VERSION:
VERSION:
VERSION:
10.7 10.7 10.7 10.7
Applica&on
Server
JVM
Se8ngs PRIMARY
PRIMARY
PRIMARY
PRIMARY
DATABASE:
DATABASE:
DATABASE:
DATABASE:
10.7 10.7 10.7 10.7
Database
Connec&vity
REPORTING
REPORTING
REPORTING
REPORTING
DATABASE:
DATABASE:
DATABASE:
DATABASE:
XXXXXXX XXXXXXX XXXXXXX XXXXXXX
JMS
Export Log File

61. Run Health Check
AWD
Informa&on JVM
1 JVM
2 JVM
3 JVM
4
10.193.246.27 10.193.246.31 10.193.246.15 10.193.246.09
Datasource
Name AWD
Datasource
name
AWD
Datasource
name
AWD
Datasource
name
AWD
Datasource
name
Opera&ng
System
Database
DB2
for
I
on
IBM
iSeries
Name
DB2
for
I
on
IBM
iSeries DB2
for
I
on
IBM
iSeries DB2
for
I
on
IBM
iSeries
Applica&on
Server
Datasource
Datasource
Version
JVM
Se8ngs V6R1
V6R1 Version:
V2R4 V6R1
(V6R1
recommended)
Driver Name
Datasource
JTOpen
JTOpen JTOpen JTOpen
Database
Connec&vity
Driver Version
Datasource
7.2
7.2 7.2 7.2
JMS
Export Log File

62. SCOPE

63. SPRINT
ONE
AWD
INFORMATION

64. Run Health Check

65. Run Health Check

66. Run Health Check
PERFORMING
HEALTH
CHECK

67. Run Health Check
AWD
Informa&on

68. Run Health Check
AWD
Informa&on
APPLICATION
VERSION:
10.7.1234
Primary
Database:
10.7
(10.7.1234
recommended)
Repor&ng
Database:
10.7
(10.7.1234
recommended)

69. (RUN
DATABASE
UPGRADE
SCRIPTS)

70. Run Health Check
AWD
Informa&on
APPLICATION
VERSION:
10.7.1234
Primary
Database:
10.7
(10.7.1234
recommended)
Repor&ng
Database:
10.7
(10.7.1234
recommended)

71. Run Health Check
AWD
Informa&on
APPLICATION
VERSION:
10.7.1234
PRIMARY
DATABASE:
10.7.1234
REPORTING
DATABASE:
10.7.1234

72. SPRINT
TWO
OPERATING
SYSTEM
JVM
SETTINGS
APPLICATION

73. Run Health Check

74. Run Health Check
AWD
Informa&on
Opera&ng
System
Applica&on
Server
JVM
Se8ngs

75. Run Health Check
AWD
Informa&on REDHAT
ENTERPRISE
LINUX
OPERATION
SYSTEM
Opera&ng
System
Applica&on
Server ARCHITECTURE:
i386/x64
JVM
Se8ngs
VERSION:
5.5

76. Run Health Check
AWD
Informa&on
JBOSS
Opera&ng
System
Applica&on
Server VERSION:
EAPS.1.2
JVM
Se8ngs

77. Run Health Check
AWD
Informa&on
SUN.LANG.
CLASSLOADER.
ALLOW
ARRAY
SYNTAX:
TRUE
Opera&ng
System
ORG.APACHE.
CATALINA.LOADER.WEBAPPCLASSLOADER.SYSTEM_CL_DELEGATION:
FALSE
Applica&on
Server
JVM
Se8ngs

78. SPRINT
THREE
ERRORS
AND
WARNINGS

79. If There is a Problem, People Narrow Their View
If there is an error or unexpected problem with the task people are trying to accomplish, then they stop looking at other parts of
the screen and focus on the problem area. We’ll discuss this more in the “
Takeaways
•" Put the most important information (or things you want people to focus on) in the top third of the screen or in the middle.
•" Avoid putting anything important at the edges, since people tend not to look there.
•" Design the screen or page so that people can move in their normal reading pattern. Avoid a pattern where people have to
bounce back and forth to many parts of the screen to accomplish a task.
100 Things: Every Designer Needs to Know About People
By: Susan Weinschenk, Ph.D.
Publisher: New Riders
Pub. Date: April 14, 2011

80. Run Health Check

81. Run Health Check
AWD
Informa&on
Opera&ng
System
PERFORMING
HEALTH
CHECK
Applica&on
Server
JVM
Se8ngs
Database
Connec&vity
JMS

82. Run Health Check
AWD
Informa&on
Opera&ng
System
Applica&on
Server
Select
an
op&on
on
the
le_
to
view
details.
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

83. (There was talk about the navigation on
the left not looking clickable. Can we add In later sprints
this sentence to clarify on first run of Run when we do
Health Check?)----OR-----Auto Select AWD styling the
Information to start. buttons will
begin to look
Run Health Check
clickable
...through depth
AWD
Informa&on
Opera&ng
System
Applica&on
Server
Select
an
op&on
on
the
le_
to
view
details.
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

84. Run Health Check
AWD
Informa&on
Opera&ng
System
Applica&on
Server
Select
an
op&on
on
the
le_
to
view
details.
JVM
Se8ngs
Database
Connec&vity
JMS
Export Log File

85. If: Version is older than it should be.
Then: Display red icon and display the type
in red, bold and bigger by five point sizes.
Run Health Check
AWD
Informa&on
Datasource
Name AWD
Datasource
name
Opera&ng
System
Database
Name
DB2
for
I
on
IBM
iSeries
Applica&on
Server
Datasource
Datasource
Version
JVM
Se8ngs Version:
V2R4
(V6R1
recommended)
Driver Name
Datasource
JTOpen
Database
Connec&vity
Driver Version
Datasource
7.2
JMS
Export Log File

86. Warning Icon
Run Health Check
AWD
Informa&on
Datasource
Name AWD
Datasource
name
Opera&ng
System
Database
Name
DB2
for
I
on
IBM
iSeries
Applica&on
Server
Datasource
Datasource
Version
JVM
Se8ngs Version:
V2R4
(V6R1
recommended)
Driver Name
Datasource
JTOpen
Database
Connec&vity
Driver Version
Datasource
7.2
JMS
Export Log File

87. If: Version is Newer than it should be.
Then: Display yellow warning icon and
display the type in bold and bigger by five
point sizes. (maintain normal color)
Run Health Check
AWD
Informa&on REDHAT
ENTERPRISE
LINUX
OPERATION
SYSTEM
Opera&ng
System
Applica&on
Server
ARCHITECTURE:
i386/x64
JVM
Se8ngs
Database
Connec&vity
Version:
10
(5.5
recommended)
JMS
Export Log File

88. SPRINT
FOUR
DATABASE
CONNECTIVITY

89. All you see on the
Run Health Check original call is either a
functioning or non-
functioning Database
Connectivity.
AWD
Informa&on JVM
1
10.193.246.27
Opera&ng
System
APPLICATION
VERSION:
10.7
Applica&on
Server
JVM
Se8ngs PRIMARY
DATABASE:
10.7
Database
Connec&vity
REPORTING
DATABASE:
XXXXXXX
JMS

90. Run Health Check
AWD
Informa&on JVM
1
10.193.246.27
Opera&ng
System
APPLICATION
VERSION:
10.7
Applica&on
Server
JVM
Se8ngs PRIMARY
DATABASE:
10.7
Database
Connec&vity
REPORTING
DATABASE:
XXXXXXX
JMS

91. Web Form Design
By: Luke Wroblewski
Publisher: Rosenfeld Media
Radio Buttons
Allow people to select exactly one choice
from two or more always visible and
Run Health Check mutually exclusive options. Because radio
buttons are mutually exclusive, they should
have a default value selected (more on this
later). It’s also a good idea to make sure
both the radio button and its label can be
selected to activate a radio
AWD
Informa&on JVM
1
10.193.246.27 Drop Down Menus
Allow people to select exactly one
choice from two or more mutually
exclusive options. When not in use,
Data
Source:
Connected
drop-down menus only display the
Opera&ng
System currently selected choice. As a
result, they are better candidates
than radio buttons for long lists of
mutually exclusive choices since
they use a minimum of screen real
Database:
DB2
for
I
on
IBM
estate. Despite this advantage, it’s
Applica&on
Server iSeries generally a good idea to avoid really
long lists in drop-down
JVM
Se8ngs
Version:
V6R1
You only see the drop
down menus when you
actually click on the
Driver:
JTOpen
Database
Connec&vity database connectivity
AWD Connectivity
Driver
Version:
7.2
JMS

92. Web Form Design
By: Luke Wroblewski
Publisher: Rosenfeld Media
Radio Buttons
Allow people to select exactly one choice
from two or more always visible and
Run Health Check mutually exclusive options. Because radio
buttons are mutually exclusive, they should
have a default value selected (more on this
later). It’s also a good idea to make sure
both the radio button and its label can be
selected to activate a radio
AWD
Informa&on JVM
1
10.193.246.27 Drop Down Menus
Allow people to select exactly one
choice from two or more mutually
exclusive options. When not in use,
Data
Source:
Connected
drop-down menus only display the
Opera&ng
System currently selected choice. As a
result, they are better candidates
than radio buttons for long lists of
mutually exclusive choices since
they use a minimum of screen real
Database:
DB2
for
I
on
IBM
estate. Despite this advantage, it’s
Applica&on
Server iSeries generally a good idea to avoid really
long lists in drop-down
JVM
Se8ngs
Version:
V6R1
Driver:
JTOpen
Database
Connec&vity
AWD Connectivity
Driver
Version:
7.2
JMS

93. Slight Hover
Pattern
Run Health Check
AWD
Informa&on JVM
1
10.193.246.27
Data
Source:
Connected
Opera&ng
System
Database:
DB2
for
I
on
IBM
Applica&on
Server iSeries
JVM
Se8ngs
Version:
V6R1
Driver:
JTOpen
Database
Connec&vity
AWD Connectivity
AWD Connectivity
BI Connectivity Driver
Version:
7.2
JMS
Look Up
Connectivity
Communications
Connectivity

94. What should the recommendation area
contain?
Run Health Check
AWD
Informa&on JVM
1
10.193.246.27
Data
Source:
Opera&ng
System Not
Connected
(??)
Applica&on
Server
Database:
Check
Connec&on
JVM
Se8ngs
Version:
Check
Connec&on
Database
Connec&vity
Driver:
Check
Connec&on
BI Connectivity
JMS Driver
Version:
Check
Connec&on

95. What should the recommendation area
contain?
Run Health Check
AWD
Informa&on JVM
1
10.193.246.27
Data
Source:
Opera&ng
System Not
Connected
(??)
Applica&on
Server
Database:
Check
Connec&on
JVM
Se8ngs
Version:
Check
Connec&on
Database
Connec&vity
Driver:
Check
Connec&on
BI Connectivity
JMS Driver
Version:
Check
Connec&on

96. Don’t Clutter the screen
Run Health Check -when you click on
another area the drop-
down menu disappears
AWD
Informa&on JVM
1
10.193.246.27
Opera&ng
System
APPLICATION
VERSION:
10.7
Applica&on
Server
JVM
Se8ngs PRIMARY
DATABASE:
10.7
Database
Connec&vity
REPORTING
DATABASE:
XXXXXXX
JMS

97. New Navigation
Button Behavior
CSS Style location is listed

98. Run Health Check
All fonts throughout should be in Helvetica

99. Run Health Check
AWD Information JVM
1
10.193.246.27 Selected Type is 336666
Helvetica bold
Operating System
ApplicaCon
Version:
10.7 Unselected type is 666666
Application Server Regular Helvetica
JVM Settings Primary
Database:
10.7
Teal 336666
Database Connectivity
is 2px outline
ReporCng
Database:
XXXXXXX of selected
button state
JMS
This CSS style will apply to
all of the buttons down
the left side

100. Run Health Check
AWD Information JVM 1
10.193.246.27
Operating System
Application Version:
10.7
Application Server
Teal 99CCCC
JVM Settings Primary
Database:
is 2px line used
as a hover state
10.7
Database Connectivity
Reporting
Database:
XXXXXXX
JMS

101. Run Health Check
AWD Information JVM 1
10.193.246.27
Operating System
REDHAT
ENTERPRISE
LINUX OPERATION
Application Server SYSTEM
JVM Settings
ARCHITECTURE:
i386/x64
Database Connectivity
VERSION:
5.5
JMS
This CSS Style is located in:
webawdcmthemesdefaultcssdefaultjquery-ui.custom.css
Look for:
#grid-view .sort-asc

102. Existing Code for
Button Behavior
This CSS Style is located in:
webawdcmthemesdefaultcssdefaultjquery-ui.custom.css
Style
for
outlines:
#grid-­‐view
tr.jqgrow
td
{
height:
28px;
line-­‐height:
28px;
border-­‐top:
2px
solid
transparent;
Style
for
sorCng
bulons:
border-­‐bolom:
2px
solid
transparent;
.sort-­‐asc,.sort-­‐desc,.unsorted
{
}
display:
inline-­‐block;
width:
16px;
#grid-­‐view
tr.jqgrow
td:nth-­‐child(2)
{
height:
16px;
border-­‐le>:
2px
solid
transparent;
margin-­‐le>:
2px;
}
verCcal-­‐align:
middle;
}
#grid-­‐view
tr.jqgrow
td:last-­‐child
{
padding-­‐right:
0px;
.sort-­‐asc
{
border-­‐right:
2px
solid
transparent;
background:
url('images/sort-­‐asc.png')
no-­‐repeat;
}
}
#grid-­‐view
tr.jqgrow.ui-­‐priority-­‐secondary
td
{
.sort-­‐desc
{
border-­‐color:
#eeeeee;
background:
url('images/sort-­‐desc.png')
no-­‐repeat;
}
}
#grid-­‐view
tr.jqgrow.ui-­‐state-­‐hover
td
{
.unsorted
{
border-­‐color:
#99cccc;
background:
url('images/unsorted.png')
no-­‐repeat;
}
}
#grid-­‐view
tr.jqgrow.ui-­‐state-­‐highlight
td
{
border-­‐color:
#669999;
}

103. Operations AWD10
SP7 Sprint 01/17/13
User Story OP-48 Health Check - AFT

104. Run Health Check
AWD Information JVM 1
10.193.246.27
Operating System
Application Version:
10.7
Application Server
JVM Settings Primary
Database:
10.7
Database Connectivity
Reporting
Database:
XXXXXXX
JMS
AFT

105. Run Health Check
AWD Information JVM 1
10.193.246.27
Operating System
Application Version:
10.7
Application Server
JVM Settings Primary
Database:
10.7
Database Connectivity
Reporting
Database:
Hover
XXXXXXX
JMS
AFT

106. Run Health Check
JVM 1
AWD Information
10.193.246.27
Address: 192.168.1.8
Operating System
Port: 1234
Application Server User: aftuser
Password: *****
JVM Settings
File Repository: something
Database Connectivity
Login: Passed
Store Document: Passed
JMS
Retrieve Document: Passed
AFT Delete Document: Passed
Happy Path

107. Operations AWD10
SP7 Sprint 01/17/13
User Story OP-48 Health Check - AFT
Failure Example

108. Run Health Check
JVM 1
AWD Information
10.193.246.27
Operating System Address: 192.168.1.8
Port: If any of the values are returned as
Configura&on
Required ‘Blank’ then an error shall appear.
Application Server
Address, Port, User, Password and File
User: aftuser Repository will always appear.
JVM Settings The error message should read
Password: ***** Configuration Required
File Repository: something
Database Connectivity
Login:
Fail
JMS
Login, Store, Retrieve and Delete are
conditional. If the login Fails then
Store, Retrieve and Delete will not
appear......
AFT
The error message should read fail.

109. OP-46 Web Services

110. Run Health Check
JVM 1
AWD Information
10.193.246.27
Operating System Admin Data: Pass
Admin Workflow: Pass
Application Server
Admin Workplace: Pass
JVM Settings
Processing: Pass
Database Connectivity Quality: Pass
Data Purge: Pass
JMS
Twitter: Pass
AFT
Web Services

111. OP-46 Web Services
With Failures

112. Run Health Check
JVM 1
AWD Information
10.193.246.27
Operating System Admin Data: Fail
Application Server Admin Workflow: Fail
JVM Settings Admin Workplace: Fail
Processing: Fail
Database Connectivity
Quality: Fail
JMS
Data Purge:
Fail
Twitter: Fail
Content Management
AFT
Web Services

113. OP-45
EJB Timer Service

114. Run Health Check
JVM 1
AWD Information
10.193.246.27
Operating System
Application Version:
10.7
Application Server
JVM Settings Primary
Database:
10.7
Database Connectivity
Reporting
JMS Database:
XXXXXXX
AFT
Web Services
EJB Timer

115. Run Health Check
JVM 1
AWD Information
10.193.246.27
Operating System
Test Timer Created: Pass
Application Server Test Timer Processed: Pass
JVM Settings
Database Connectivity
JMS
AFT
Web Services
EJB Timer

116. May Arrives
We have to release what we have without Nodes.

117. User Testing

118. Filling
the Void
Interactions in Software
Installations and Upgrades
The design process continues...

119. Melissa Sorrick
Interaction Design Master’s Thesis
Filling the Void: Interactions in Software Installations and Upgrades
April, 2013
1.) Abstract
The Installation Health Check project is an exploration of installing and upgrading
software and time management. The Health Check software solution was
developed using an iterative approach based on activity theory, personas, user-
story mapping, concept mapping, prototyping, agile development, feedback and
user-centered design.
Key Words: activity theory, personas, user-story mapping, concept mapping,
prototyping, agile development, feedback and user-centered design
2.) Introduction
a. General topic area
The company we will be analyzing (Company A) produces a business
process management software suite. The company’s primary purpose is to
increase back office efficiency through workflow and imaging.
When software goes down, diagnosing problems is time consuming and
difficult. The company is not able to provide operations and IT users’ status of
the entire system in one place. Installation specialists, client services and
clients spend hours digging through lines of code to diagnose a problem.
b. Identified Relevance for Installation Improvements
A group comprised of Infrastructure, Product Management, Quality Control,
Software Configuration Management, Documentation, User Experience and
Clients began researching installation improvements. The team identified
scripted installs as a means to save time, bring consistency and eliminate
manual process. The team also collected the steps installation specialists
wanted to improve their user experience. They were provided as follows:
• Assign development resources to enhance scripts, making them more
robust for an environment outside of the company.
• Determine process for keeping scripts current for each service pack
release.
• Build a Java graphic user interface to enter script parameters required
by the JEE configuration scripts.
• Determine if the graphic user interface should also capture parameters
required by the database create/upgrade.
• Determine how to document. Initially, both the scripted and manual
processes need documentation. Eventually, manual documentation
could be phased out as clients begin to trust the scripted process.

120. Initial User Story: As an operations specialist, I need to be able to install
and/or update the applications offered so I can ensure the installation and
configuration is valid.
Internal employees and clients cited confusing installation packages, custom
configuration files, support costs and the extended time to implement and
upgrade software.
c. Installation Scope
Solution: Develop an automated health check that diagnoses problems
across all nodes in a system cluster. The health check will collect and report
status and desired states of the version, operating system, application
servers, JVM settings, database connectivity and JMS. The health check
should also be able to export results for internal diagnosis and distribution or
communication with client services.
Differentiator
The company will be the only operations and business process modeling
(BPM) software on the market that provides an automated health check.
Audience
Primary: Operations and IT decision makers
Secondary: Processing floor managers
Operations and IT Decision Makers
Current users and non-users of BPM systems see cost, customer service,
integration with existing process and good management reporting as key
elements for a successful system.
IT professionals focus on process, while operations executives focus on the
business impact of process. Two types of communication may be required
with different points of emphasis. In either case, demonstrate clear
understanding of customers’ businesses, specifically the solutions that benefit
them.
The Message
Software is cost efficient, provides customer support, integrates with installed
software and hardware, monitors productivity and is easy to troubleshoot.
The company has the only backend software health check on the market. The
health check identifies problems with operations setup, identifies the
operations setup that you should be seeing and provides an easily distributed
log.

121. Features and Corresponding Benefits to the AWD Health Check
Features Benefits
Automated Saves time
Identify system problem(s) Saves time and money
No searching through lines
of code
No digging around in each
node of the cluster
Identify system solution(s) Saves time and money
No need to call client
services
Problems can be solved in
house
Export system status via export Easily distribute system
log button status internally or
externally via PDF
Visibility Saves time and money
No searching through lines
of code
No digging around in each
node of the cluster
Competition
Direct Competitors ‘Company B’ and ‘Company C’
Company B
Develops software geared toward customer service representatives. Their
software guides customer service representatives to resolve customer
inquiries.
Uses familiar office tools to capture service goals as dynamic processes
without coding. Business users create screens, workflows, rules, content and
data to develop service experience.
Unified channel management is built once, deployed everywhere, and
includes social tools. Customer interactions transition across channels and
provide a transparent service experience.
Work automation combines case management with enterprise systems
integration. The system orchestrates people, processes and data needed for
high rates of first-call resolution and customer satisfaction.
Company C
Develops business process management software merging work and social
interactivity together.
“Social” makes Work better: Business works faster and better when everyone

122. participates in real time. Innovations like native mobile support and a social
interface help that to happen. Unified access to events and data makes it
better.
"Work" makes Social better: A focus on business was lacking from early
social offerings. Process, tasks, alerts, and reports drive value in a social
environment.
Competition Comparison
We want the audience to believe that AWD provides all the above solutions
with the added benefit of visibility into the system.
Campaign Goal
Stimulate an upgrade to the new service pack.
Reinforce message that AWD is the most trusted back office processing
software.
Strategic Health Check Message
Visibility
d. Consumers
Financial services, health care solutions and insurance solutions are the
primary customers. The three groups want processing work completed
efficiently and without legal trouble.
Persona: Daniel Morrison, ABC Data Center
Age: 26
Gender: Male
Role or job title: Installation Specialist
“My job is all about making sure installations get done when they are
supposed to and make sure they are done right. In order to do my job, I need
to know what’s available, what’s been promised and who needs it.”
Key Characteristics: Dan is a recent college graduate who is new to the
data center. He knows blade logic and server configuration.
Tactical Responsibilities

123. -Install new client environments.
-Install upgrades when they become available.
-Communicate upgrade availability to clients.
-Coordinate environment upgrades and installs.
-Understand and record each configuration.
Strategic Responsibilities
-Teach new staff information necessary to work in the ABC Data Center.
-Create processes that allow team members to install in an orderly fashion.
-Track the installation schedule.
-Create failover and recovery processes.
Persona: Grace Woods, ABC Data Center
Age: 75
Gender: Female
Role or job title: Processing Specialist
“My job is to make sure people get what they need after life-changing events.
If someone has a baby, I process medical insurance for that baby. If someone
loses a loved one, I make sure that the family left behind is given the
coverage they paid for.”
Key Characteristics: Grace is a part-time employee with a mixed work
history of administrative assistance and sales. She has worked at ABC Data
Center for 10 years and maintains part-time work for additional health-care
coverage.
Tactical Responsibilities
-Process the highest priority work in the cue.
-Record information into the ABC Data Center customer database.
-Send communications to clients.
-Meet daily and monthly production goals.
Strategic Responsibilities
-As a processor, Grace’s work plan does not focus on strategic responsibility.

124. What is important to customers?
Speed
Accuracy
Trust
Ease of use
How do consumers see Company A?
Friendly
Accommodating
Giving
Providing accessible customer service
Trustworthy
Gartner research methodology placed Company A software in the niche
player quarter of the magic quadrant in 2012. According to Gartner, Niche
players focus successfully on a small segment or are unfocused and do not
out-innovate or outperform others.
How do we define ourselves in terms of the competition?
Company A is a fully integrated process. Competitors force customers to
purchase multiple pieces in multiple places and do not look at business
processes holistically.
Walk-Away Benefit
Security
3.) Literature Review
Activity Theory
The activity theory framework allowed the development group to address
installation, upgrades and troubleshooting shortcomings. “Broadly defined,
activity theory is a philosophical and cross-disciplinary framework for studying
different forms of human practices as development processes, with both
individual and social levels interlinked at the same time” (Kuutti, 1996, p. 25). The
framework allowed all parties involved with the Health Check to be analyzed in
context of one another instead of on an individual level. All involved parties
needs are taken into account.
In order to better understand differences in cultures, Vygotsky introduced the
concept of activity theory. Rather than looking at cause and effect relationships in
a linear manner, activity theory approaches subjects and objects in the way they
are affected by mediating tools. (See Figure 1) It is in this Vygotskyan idea of
mediation that contextual information is included. Different cultures choose

125. different tools to perform actions, which, in turn, “shape the way people act and
think” (Jonassen et al., 1999).
Engeström expanded Vygotsky’s activity theory with rules, community and the
division of labor in order to represent a broader outcome (Engeström, Miettinen,
& Punamäki, 1999).
The broader spectrum framework allows for a deeper understanding of
community and the relationships within the community (Leont’ev, 1978).
In 1999, Jonassen developed six steps to turn activity theory into flexible
framework for the analysis of human behavior. The information that results from
the framework can then be used to design learning environments.
Jonassen’s Six Step’s for using activity theory as a flexible framework
Step 1: Explain the purpose, motives, and goals of the activity system;
Step 2: Clarify the components of the activity system; that is, the subject, object,
community, rules, and division of labor;
Step 3: Analyze the structure of all the activities done by the subjects;
Step 4: Analyze all the tools and mediators used by the activity system;
Step 5: Analyze the context in which activities take place;
Step 6: Link outcomes of previous steps to clarify activity system dynamics.
Activity Theory References
Learning and Expanding with Activity Theory (Sannino, Daniels, & Gutiérrez,
2009)
Context and Consciousness: Activity Theory and Human Computer Interaction
(Nardi, 1995)
Acting with Technology: Activity Theory and Interaction Design (V. Kaptelinin &
Nardi, 2009)
Activity Theory (Victor Kaptelinin, 2012)

126. Perspectives on Activity Theory (Engeström et al., 1999)
Activity-Centered Design: An Ecological Approach to Designing Smart
Technology (Gay & Hembrooke, 2004)
Instructional Design: Concepts, Methodologies, Tools and Applications
(Association, 2011)
User-Story Mapping
Jeff Patton’s user-story mapping methods place the user at the center of
product development. A collection of user stories comprises a product backlog.
The backlog is then prioritized based on the value each feature will provide the
user and the product manager.
According to Patton, user stories that formulate a good backlog should identify
users’ needs, provide product description, serve as a planning tool, serve as a
token for conversation and provide a mechanism for deferring conversation.
Patton’s Guidelines for writing a User Story
Start with a title
Add a concise description often using this useful template:
As a [type of user]
I want to [perform some task]
so that I can [reach some goal]
In order to create a prioritized backlog of user stories, it is imperative to create
a story map of the overall system. This process gains visibility into priority and
shows relationships between larger stories and child stories. These user-
stories then complete your backlog and prioritize work (Patton, 2009).

127. Story Map created for Health Check development and research
User Story Mapping Resource
Building Better Products Using User Story Mapping (Patton, 2009)
A Designer’s Research Manual: Succeed in Design by Knowing Your Clients
and What They Really Need (O’Grady, 2009)
Graph Design for the Eye and Mind (Kosslyn, 2006)
Concept Mapping
Concept mapping is a visual framework that allows designers to absorb new
concepts into an existing understanding of a domain so that new meaning can be
made (Martin, 2012).
The developers working on the Health Check project provided me with a list of
acceptance criteria that needed representation in the finished software product.

128. In order to make sense of this list of ideas, objects and events, I constructed a
concept map. Visualizing the system allowed me to make connections and
remove unnecessary information from the user’s experience. As the map formed,
relationships reflected knowledge that was already understood, but new
knowledge emerged.
After constructing the concept map according to a client pathway, the map
organized our development process into sprints and constructed on outline for
the software function. First we developed software that would determine the
platform a node was located on, then the operating system, application server,
database connectivity and JMS settings.
Finally, revise, reposition and rewrite until a final map emerges that adequately
answers the focus questions. Maps that meet the above criteria should help
design teams gain new knowledge, and find new meanings in an information
space.
Concept Mapping Resources
Concept Mapping (Martin, 2012)

129. Graph Design for the Eye and Mind(Kosslyn, 2006)
A Designer’s Research Manual: Succeed in Design by Knowing Your Clients and
What They Really Need (O'Grady, 2009)
Visibility
The visibility of information on a computer screen is based on the user’s previous
experiences. If the user learned to read in a language that is read from left to
right, left to right is the direction they will process information when looking at
software. Likewise, previous experiences with software subconsciously teaches
users not to look in areas that are primarily used for less relevant information like
logos and navigation bars. Users tend to look at the center of the screen and
avoid the edges. If an item follows the mental model of what they want to see the
user will actually see the item on the page (Weinschenk, 2011).
If the user detects a problem, their view narrows and they focus on the details
around the problem area. In the case of the AWD Health Check, the established
mental models of street signs are used to communicate warnings and hard stop
errors.
Cues tell people what to do with objects. Door handles with flat panels afford
pushing. Doors with handles afford pulling. In 1979, James Gibson described
affordances as ‘action possibilities’ in an environment. In 1988, Don Norman
used the phrase ‘perceived affordances’ to embrace the concept in either the real
world or a computer interface. It is important for people to easily perceive, figure