Cyber Anthropology – Study of online culture and culture online.

November 14 2019

Update & Speaking Notice

So, a lot has happened since my last post. The most important of which is that I have changed jobs and have moved out of the tech space and into the hospitality one as a Director of Experience Design Research. I am looking forward to lots of new, beautiful, and exciting challenges ahead working in a space I’ve never been a part of before.

That said, if you want to see something I worked on while I worked in the blockchain space, check out this Business Insider article on the work my team and I did for Coca-Cola. I was the design consultant that led the research/design thinking portions of the project and I did the designs and prototyping for the application we created that pulled data directly from the ledger for reporting insights.

DFW Beyond: November 18th 2019 in Plano, Texas

In addition to that, if you missed my talk on Inclusive Design at Big Design I will be giving it again at DFW Beyond this coming Monday November 18th at 1:45 pm.

You can register to attend here: https://www.dfwbeyond.com/

If you can’t attend, or you attended in September and are still waiting, my slides will be posted either late next week or just after Thanksgiving. I appreciate your patience!

October 7 2019

Breakdown of a User Research Project – Part 1

Diana research, work prototype walkthroughs, research design, user experience, user research 0

This will be a quick (well maybe not so quick) review of a user research project that was conducted in March of 2018. The designs that were tested during this and other research projects that were conducted during this time period helped the design team move forward with work that won design awards this year.

As in most cases, the research work that went into completing the designs is not something that is likely to be publicly recognized. So, I’m taking the time here to showcase one particular research project in order to shed light on the process and the effort that goes into making something like this happen. This series of posts will be a review of how we conducted, analyzed, synthesized, reported, and presented on this research to help inform both immediate design direction as well as strategic decisions.

My role for this research was the head of the research team. I designed the research study, worked with my team to conduct the sessions, and then worked with a junior researcher to analyze and synthesize the results. The junior researcher and I then worked together to writeup a results and recommendations report and we put together a presentation for leadership that we then presented to multiple levels.

Designing the Research Project

Truth be told, I was pulled into this project approximately a week before the research was to be conducted. I had very little latitude in what I could do to pull it off in such a way that it would be useful, so I did what I could with what I had. I was told we would be conducting research at our company’s annual meeting and that we would be doing so with “Inner Circle” companies. Or, those companies that paid a bit extra to see early work prior to release.

The design team originally wanted to hold a focus group, which I vetoed because given our timeline, we would not be able to recruit properly for one to be successful. (Side note: I generally dislike the group think that happens in focus groups. I find the data that comes out of them to be less useful than doing multiple individual research sessions and I would rather take the time to do it right than waste time on data that I can’t use.) Instead, I recommended that we do prototype walkthroughs with different companies who came to our three scheduled 1.5 hour sessions. Since there were four of us going, I suggested we could each take an interviewee and record the process so that it could be transcribed and analyzed later.

I provided a walkthrough procedure we were all to follow including how to set up the interview, the questions to ask, how to ask the questions, and how to probe as needed. Each interview was to take 20 to 30 minutes which meant that with the four of us we could get about 24 interviews. This is a pretty large sample size for this type of research. The thought was we could come together after each session to see what parts of the path were reviewed and then start users on separate paths during future interviews to make sure we captured data on everything possible. As long as we got 3 to 5 users to go down each path (there were 3 main paths), then we would have enough data to move forward with.

Had I been able to design the research early on, I would have gone out of may way to recruit different types of users for each path and separated each round for each path.

Prepping the Prototype

I also reviewed what we were to be doing a prototype walkthrough on and made multiple suggestions to the design team in order to make it a more successful artifact. Note: I highly recommend this for all researchers. If you’ve never conducted a prototype walkthrough before, please have someone who has done so review any work before it is put in front of a customer.

If a prototype is not prepped properly, especially a click-through one, then the user will end up getting hung-up on how the prototype works (or doesn’t) rather than the content within it. Prepping a prototype includes making sure all of the content is consistent from the colors, to the fonts, to the placements, to the images, to the interactions themselves. Even a word being misspelled will cause an issue.

This is one reason why I HIGHLY recommend doing prototype reviews on low-fidelity work. Low-fidelity work is easier to change quickly, easier to keep consistent, and easier to keep a user on-task and in the flow. Once you start adding medium or high fidelity flair, you provide more opportunities for bikeshedding.

I’m not saying not to test high-fidelity work. What I am saying is that it is better if that work has already been tested at a low-fidelity so that by the time you get to testing the hi-fi’s it should result in minimal changes and it should target very specific pieces of the hi-fi work itself and not the content, flow, or interactions. By the time you get to hi-fi, those pieces should already be vetted.

It also helps if you know the material being tested. Full disclosure, I was a designer in the space for nearly a decade prior to creating a research team and conducting this research. Additionally, I am a technical designer and researcher. I have a very technical background (from hardware support, to server administration, to web development), so not only do I very much enjoy this work, but I also have the background to be able to do it successfully. Though it is not a requirement for researchers to be super knowledgable about what they are researching, I believe in the tech space, it certainly helps.

Conducting the Research

Me walking toward the crowd mic in hand – we got this!

Of course nothing ever goes as it is supposed to. We expected maybe a few companies to trickle in during our sessions as we were in high competition with multiple other sessions being conducted at the same time. That, and who wants to do a prototype review? Well, apparently a lot of people do.

We walked into the room where our session was to be held at 8am and found it FULL! We had over 50 people in there to start with and most stayed the entire 90 minutes. The team I arrived with started freaking out a teensy bit, so I grabbed the mic and took over. I introduced my self, what we were doing there, and then asked for a volunteer from the crowd to drive.

Thankfully, a volunteer stepped up. We put a mic on him, aimed a camera toward him and the prototype we projected on a large screen behind him, and then I led the prototyping session with everyone at the same time. Note: We recorded him, his face, and his voice with one camera and we recorded the session on the computer at the same time.

So, did this turn into a focus group? No. That was the point in having a driver. We let him take the wheel and proceeded with him leading us through his own path. As he went through, members of the audience had their own questions, too. So, I took a mic around the room and got their input as well.

The most interesting part was we had a lot of different types of people from a lot of different types of companies in the room, which meant they all had a different use case or need. Hearing one company’s use case would then prompt another company to engage with them and then state how their’s differed or resembled the previous. Having a driver allowed us to pull people back on track as needed, but we provided a bit of leeway as was necessary if the questions were relevant and had bearing on the current or future design states.

The second session was right after lunch and that went a lot smoother as there were much fewer participants. As they entered the room we had them sign up for a session and provided them a time slot to return. We conducted 10 individual interviews during that 90 minutes.

For these, we simply recorded the screen as they clicked around the paths that were of interest to them. What we found during these sessions was that users were looking for more of a guided tour of our product and wanted to ask technical questions on existing interfaces rather than prototyping up and coming ones.

We decided to go ahead and do the room-wide prototyping session for the third round due to the fact that it was the last of the day and it was considerably smaller than the first session. Turned out we had a lot of networking experts in the room for that one, so it was a much different conversation. Overall, we had more than enough data by the end of the day to move on to the analysis and synthesis stage. I’ll save that for part 2.

September 17 2019

Shout Outs!

Diana anthropology, design, research accessiblity, inclusive design, inclusivity, presentation 0

Ahead of the conference, I want to give shout out to the three women who helped contribute to my presentation on Inclusive Design for Big Design this coming weekend. As a fully-abled person, I know that my experience and understanding is minimal when it comes to the needs, experiences, thoughts, behaviors, and beliefs of people who have to navigate a world very different from mine. With that in mind, I reached out to see if any people who were differently-abled had a story they wanted to share to help show how powerful inclusive design can be. This resulted in three interviews with three amazing women all doing what they can to help inform the rest of us about what it is like to live in a world with, stealing the phrase from Kat Holmes, mismatched experiences.

Lauren Taylor, Ms. Wheelchair Texas sitting in her wheelchair with her dog standing beside her. — Lauren Taylor and her dog Buchanan

Lauren Taylor – Ms. Wheelchair Texas 2019

Lauren was referred to me through Facebook via a mutual friend. She is a master’s student in the UNT – Department of Rehabilitation & Health Services rehabilitation counseling program and is studying to receive her license as a certified counselor. She wants to specialize in physical disabilities. Lauren was diagnosed with Congenital Muscular Dystrophy at the age of one and has been in a power chair since the age of three. In her spare time, she volunteers with Canine Companions for Independence alongside her service dog, Buchanan, by raising awareness about the necessity of service dogs and educating others on service dog fraud. Lauren works closely with UNT to make it more universally designed for all students. Her work with Classroom Support Services has enabled her to personally create desks for fixed seating classrooms that are inclusive to every student and are permanently installed, rather than a temporary and separate accommodation. She currently works at REACH, Inc. of Denton as a Youth Transition Specialist, helping youth with disabilities transition into and navigate the adult world. Her platform is Universal Design for Inclusion because of her passion to create a barrier free world where people with and without disabilities can coexist with ease. She hopes to bring the concept of universal design across Texas to businesses, schools and communities to create environments of equal benefit to all members of society. (src)

She provides a great introduction to herself and her platform in this video. Please, if you have a chance, take a look!

Svetlana Kouznetsova

I met Svetlana back in 2012 at an Information Architecture conference in New Orleans. I found her to be charming and funny and really enjoyed the little bit of time we were able to hang out. She is an author, a speaker, and a consultant as well as the founder of Audio Accessibility, a captioning and communication access consulting firm. She wrote a book on captioning as an art form, which you can find here. She also hosted her own TEDx talk on the same topic where she explains that being inclusive accessible is not only good for people, but it is is also good for business.

You can learn more about here here: about.me/svetlanakouznetsova

Ainslee wearing glasses and a scarf. — Ainslee Hooper

Ainslee Hooper

Ainslee is a fellow anthropologist who lives in Australia that I have known for about a decade. She uses her anthropology background to consult with businesses on accessibility.

In her own words “[h]aving a lived experience of disability gives me an insight into the issues faced by people with a disability. It also gives me an insight in to some of the problems faced by disability service providers and businesses outside of the sector, in providing appropriate services. As an Anthropologist, I have the tools available to provide disability service providers, and other businesses that wish to utilise my services, access to consumer insights that will not only help improve services but will strengthen relationships between businesses, both within and outside of the disability sector, and consumers.”

She is also a power lifter who jokes that she “skipped leg day 1 too many times”.

Thank you to all of you!

I feel honored and privileged that you all took the time to work with me on this. I learned a lot from all of you and really appreciate all that you do.

August 29 2019

Inclusive Design at Big Design

Diana anthropology, design, Presentation anthropology, design anthropology, presentation, research 0

I am a presenter at the Big Design conference next month in Dallas where I will be doing a presentation on Inclusive Design beyond Accessibility. There just so happens to be another talk on Inclusive design at the same conference, so I am changing my tactics a bit from presenting research I’ve done on my own and am reaching out to the masses to gather stories of people affected by exclusive design that the general public has no knowledge of, is not affected by, or completely ignores either out of ignorance or inconvenience.

Inclusive design presentation — Inclusive Design Presentation, Saturday, September 21st at 4pm at Gilley’s in Dallas, Texas

As an anthropologist and a designer, I feel this particular intersection of people and design is a perfect fit for anthropological work. I am interested in learning more about people’s experiences around exclusive design concerning cognitive, emotional, mental, physical, environmental, economic and financial, as well as gender and race (and any combination). The exclusion can be either physical or digital (or a combination). All exclusive design is important to me. I am also interested in learning about inclusive design that has greatly affected people or even design that came close or tried to be inclusive but missed the mark.

To that end, I am currently recruiting people to share their stories. If you would like to share your story, please contact me. At the moment, I am doing email interviews but I am open to communicating in what ever way is easiest for you. Please note that any information you share with me will be data I will potentially share in my presentation. You can choose to remain anonymous or attach your name and image, what ever is most comfortable for you. As a note, there is no compensation associated with this research. However, if I use your stories, I will attribute you in anyway you see fit and you will receive access to my presentation to share as you wish.

All of my research needs to be completed by September 14th. So please reach out to me as soon as possible. I look forward to hearing from you!

August 1 2019

Design, Info Sci, & Anthro Oh My!

Diana work career 0

I am frequently approached by students, as well as other professionals looking to further their career, on how an interdisciplinary approach has directed my career and where I hope to go from here. It’s been a while and job change or two since I last wrote about this. So, I thought I’d take the opportunity again to delve into my particular career path, lessons learned, and how I combine academics with technology to provide interdisciplinary insights into both research and design.

Buckle up because this is going to be a long post! For a more succinct summary, visit my online CV and portfolio.

In the beginning…

Tree at Waimea Canyon- Kauai, Hawaii – 2016

I started in photography back in the late 90s. And by photography I mean film and darkrooms and medium format cameras and black and white and doing a lot of things by hand.

It was the subject of my first degree (along with graphic arts) and I also worked at pro photo labs (using paint to hand touchup color printed photos or getting sprayed in the face by bleach bypass are things I’ll never forget) for a bit before landing my first job in the computer industry.

Photography taught me a lot of things including patience and technique are more important than hardware or software. I also learned about light, contrast, textures, movement, color theory, focus, and layout — all of which I continue to use to this day.

Darkrooms are one of my original happy places, and though I have yet to watch Stranger Things (hey! I don’t get to watch a lot of TV with all of the other things I have going on), I do appreciate the fact that apparently, they had a darkroom scene. Maybe some interest will spike again. It’s retro now, so that makes it cool, right?

Photography to… Computer Customer Support?

My photography degree also included graphic design and I’m talking old school graphic design here where it was meant for print, not the web. My photography skills blended well with this subject and I also learned things like Quark Express, Photoshop, Illustrator, and more. In addition to the applications, I also learned my way around a Macintosh and this is how I jumped into technology.

Turns out, I had quite the aptitude for working with computers (even though I didn’t grow up with them or even own one of my own until 1999). Here is where chance met happenstance. At the time, Apple had a call center in Dallas and I knew quite a few people who worked there. After talking about needing a new job, I was given a Mac for Dummies book, told what chapters to read, and sent in for an interview.

By Source, Fair use, https://en.wikipedia.org/w/index.php?curid=34249068

I was all of 19 at the time and was still working on my first degree, but in those days a bachelor’s degree was not required for work like this. That, and no one had any experience. So as long as you showed aptitude and had a good attitude, you were given a chance. I took that chance and ran with it.

I worked there for a little over a year and in that time I learned how to support every single thing Apple made from monitors to printers to all of their desktop computers including the G3 and OSs 7, 8, and 9. I went from level 1 to level 2 support and then I became the trainer for all new waves starting on the floor. I left the company just as the iMacs were coming out and they were pulling their support out of Dallas down to Austin.

I followed that job with a stint in the print industry (I’ll get to that in a minute) and then to support at 3dfx, which was one of the best jobs I’ve had to this day. Turns out, a lot of the people who ran the support center for Apple in Dallas moved to 3dfx to do the same thing for them after Apple went to Austin. I was brought on to support the Macintosh video cards, but supported the PC line until they came out. Funny thing was, I was the only one they hired to do Mac support, which meant at the tender age of 22 I owned it all (6 days a week, 12 hours a day, phones, emails, and forums – the overtime was lovely) and I loved every bit of it.

By Source, Fair use, https://en.wikipedia.org/w/index.php?curid=47191447

It was for 3dfx that I went on my first business trips. I was sent to California (my 2nd time ever on a plane) to QA the Macintosh cards in graphic arts applications. While this wasn’t the focus of 3dfx, they understood who their market was and wanted to make sure there were no problems with these, plus I had experience!

I also represented 3dfx at MacWorld 2000 where I was the tech for every computer on the floor and I demoed video game playthroughs before it was cool (PodRacer) to show the difference between the stock video card and ours.

After they realized the workload was more than they bargained for, I then became a trainer at 3dfx (see a trend here yet?). To help me do this with our European teams, I developed a Mac training support program (all screenshots and hotspots hand programmed in HTML), and used it to assist people in learning how to support a Mac without ever touching one. You could say this was the first application I ever developed, though at the time I never thought of it as such.

Gaming has always been a passion of mine, so this was the best of all worlds. Sadly, 3dfx went out of business and I was laid off as the company folded. Though I’ve yet to land another job in the gaming industry, that has always been a goal of mine and I still hope to do so.

Being in technical support taught me a lot that has served me well throughout the rest of my career.

I am not the person on the other end
No matter how much I knew about the technology or how many games I played or how I used it for myself, I was not the person on the other end of the phone/email/forum post. Why does this matter? Well, everyone’s experience is different and there was always some variable that came up that I had never encountered. It provided both a learning opportunity for me and made sure that my focus was on the person on the other end rather than the technology or the problem.
There is always more than 1 way to solve a problem
I’ve mentioned this in a few papers I’ve written on gaming as a part of my academic career, but it’s so important that it’s also worth noting here. Whether it is technology or gaming or development, you soon learn that when you get stuck it helps to evaluate the situation from multiple perspectives.
Community makes a difference
And this is probably one of the reasons why I gravitated toward Anthropology when I started my bachelor’s degree. I learned early on what a difference a community can make in the workplace, online, and around a common goal. Techsupport, especially back in the late 90s and early 2000s, was a place where all three of these came together in a way I’ve only ever seen replicated in open source development and gaming.

Electronic PrePress

I worked in the print industry for about a year. How did I end up there? Well, I answered an ad in the local paper (back when they were printed on paper) for a Mac Tech. I thought, well hey, I’m a Mac Tech. Turns out they were looking for an electronic pre-press (EPP) operator. I told the guy doing the hiring that if he hired me I could learn very quickly and I could fix/support every computer he had in his shop.

And yet again, someone gave me a chance and I ran with it. By the time I left, I was an expert in Quark and Photoshop and a layout artist and I could do random things by hand that no one has to deal with today like trapping colors and sending work to a rip to print to film and evaluating bluelines and finally to printing on web presses in the back of the shop. This all reinforced the focus and layout, and color theory from my photography days and I was able to support it all with my love for technology.

Early Academics

As I mentioned before, I started with an AA in photography and graphic design. After I was laid off from 3dfx I applied for a certificate program in Intermedia arts. Only 10 students were selected based on their submitted portfolios (mine was mostly photography). In that program, I learned digital music (MIDI, ProTools, MOTU), digital photography (digital cameras in 2001! and photoshop), digital video (Final Cut Pro), 3D Animation (Cinema 4D), and web design (HTML). Since it was all on Macs, I also took up a position as the lab assistant. There were no web design degrees at that time, so this was the best I could do and it helped me land my next job.

(Unfortunately, I have almost no examples of this work, as it was all on DVDRAMs, except for this silly digital music piece.)

Software Development

Yet again, someone took a chance and hired me for a job I was not qualified for. This is a definite theme throughout my career. The first step is me taking a chance and applying for a job I’ve never had. I highly recommend this. The worst someone can do is say no. The best is you land an opportunity to shine.

Though I had never had a job as a web developer, not many other people had either in 2002. Everything I knew about web development I had either learned on my own or as a part of my certificate program I completed in 2001. I used all of that to my advantage. Additionally, I knew how to support a Macintosh server and the company who was hiring specifically needed someone versed in Mac.

Software Workflow — One of my first workflows – 2004

What started out as a simple HTML programming job turned into developing web applications where I turned paper processes into electronic ones and reduced the duplication of information by linking systems together. I learned Lasso and PHP (and subsequently MySQL) in the process as well as user experience design and information architecture. At the same time, I could apply all of those lessons from photography and graphic arts as well as my technological background. I supported the Mac server and even established the first Wiki system at the company (for the copywriters).

As a part of that job, I developed workflows to help me keep my head straight when I was developing a system and linking them together. Turns out, this was a skill that was useful in other areas.

Bachelor’s in General Studies

Online Ethnography of a World of Warcraft Guild – 2006

While I was working as a developer, I went back to school in 2004 for my bachelor’s degree. I had to wait until I was an independent student in order to take out student loans on my own (oh if I had known then what I know today). Given that this was now costing a pretty penny, I looked for the fastest way to complete my degree and settled on General Studies where I focused on Anthropology, Psychology, and Philosophy.

Though I didn’t know it at the time, all of that would apply to my career and even my current position. After I started applying my anthropology and psychology lessons to my work, a whole new world opened up. I completed my degree in 2006 and finished with an ethnography of a guild in World of Warcraft as well as an ethnography of ecologically friendly people for Motorola and their EcoMoto project. Being able to do an ethnography entirely online in 2006 and taking a design anthropology class that same semester helped influence my entire academic future (and is what helped to start this blog). Funny side note, my World of Warcraft paper is one of my most referenced papers to this day.

Interaction Design & Information Architecture

Though I had no idea what user experience design or information architecture was when I started my development position, these are where I started focusing my career by the time I was ready to move on. And yes, in both of the following cases, once again someone took a chance on me applying for a job I wasn’t “qualified” for.

First, I took a job as an interaction designer at a startup. There was just 8 of us working for this company and that was quite an experience. I’m glad I had it, but I’m also glad I was able to land on my feet quickly after as that company was sold after almost a year.

I then moved on to a position as an information architect at a marketing firm that also developed web applications. There, I became a Visio pro and versed in e-commerce. This was the first time I would work as a consultant and travel in that capacity. I worked directly with Lowes at the time and performed activities such as Card Sorts on-site to help them narrow down their navigation categories.

Presentation Creator Application (Advanced & Simple) – 2008

Quickly, the company learned they had gotten in over their head and they let go of most of their e-commerce staff. My talents where agnostic of technology or industry, so I was able to be moved on to other projects and customers like Samsung and EDMC. In that capacity, I designed everything from landing pages to full-on applications created in Director.

The best part about the job was the variety in the work. The worst part of the job was tossing it over the wall to the next team and rarely ever seeing the finished product. I enjoyed my work and I learned quite a lot, but I realized quickly that it wasn’t the type of position I was best suited for.

Masters in Applied Anthropology

Masters Thesis – The Fedora Project – Online Ethnography – 2009-2010

As I moved on from the interaction design position at the startup to the information architecture position at the marketing company, I also continued my education and started my MS in Applied Anthropology where I focused on Business, Organizational, and Design Anthropology. (I also started this blog the same year I started my degree.)

My thesis focused on how to Maintain, Sustain, and Grown Online Open Source Communities where I worked with The Fedora Project through an entire development cycle and conducted almost all of my research entirely online. To do this, I was a participant-observer in the community (IRC/mail lists), I conducted 13 interviews with key informants and then created a survey that had over 100 full responses from over 20 countries. After a full analysis and synthesis, I was able to outline ways the community could help improve itself both for its current members and those looking to become a part of it.

This work was presented to the community in at FUDCon beginning of 2011 and virtually at an open-source conference in Brazil in 2013. It has been utilized and/or cited quite a few times many of which you can see in my Research Mentions portion of my portfolio.

User Interface Engineer

While I was working on my MS, I was recruited from my consultant job at the marketing company to work on an HR software as a service (SaaS) application. The person who hired me was a true visionary and though he didn’t necessarily know what exactly I did, he knew he needed one of me. And yep, you guessed it, yet again I landed a job for which I wasn’t exactly qualified.

In the full throws of my MS education in anthropology, I pulled out all of my tricks to perform as much guerilla research as I could to figure out what was going on with their current implementation. This included talking to the developers and hanging out in training classes with users. Though I was never given the opportunity to speak to them, I listened to everything they talked about, every question they asked, and every complaint they lodged while undergoing training.

This was an amazing treasure trove of information I couldn’t have done my job without. Based on all of this, I took their completely siloed system (all the way down to the dev teams!) and changed it from a product-focused application to a role-based one that included customized navigation and statefulness. The change in nav was just the beginning of our complete overhaul of the system.

Working for this company was my first introduction to agile (though I’d argue our team of 5 back at my dev job and team of 8 at the startup did it, just not in a formalized way), and it would be the first time I was a single UXD on a very large dev team. These two themes continued at my next job, and I even had a couple of devs follow me over.

Our changes to the system, though drastic, were met with overwhelming success and helped the company win an industry award. You can review the navigation changes in my portfolio for highlights.

Senior User Experience Designer, Information Architect, & Researcher

2009 iPhone Application — iPhone Application for The Planet – 2009

As I was starting up the research for my Master’s thesis at the end of 2009, I was recruited by The Planet, a private data hosting company. Of course, as you’ve guessed by now, I was not qualified for this job. It was there that I designed my first iPhone application (2009!), which was really just a JavaScript wrapper of .Net code. However, it was designed to look and operate like a native iPhone application.

What was essential about this process was getting out a version of our product that would be most useful to our users in a mobile setting. This meant we had to determine what they used the most and why, which of course was a great opportunity for user research. Our research resulted in focusing on the 3 specific categories of Servers, Tickets, and Invoices, which you can see in the example. After this initial project, I went on to completely redesign The Planet’s customer portal interface, which turned into another project altogether when The Planet was merged with SoftLayer.

A sitemap of the original system I inherited when The Planet merged with SoftLayer – 2010

After the merger, it was the job of me and my agile team to go through and merge two separate customer portal systems together. Rather than trying to start with what we already had and create a mishmash (which trust me, never ends well), we started completely over again and utilized user research to build a brand new experience. This included web, mobile, and desktop applications for infrastructure as a service.

In addition to user research (which included analysis of usage as well as user interviews), I conducted a full information architecture inventory on the existing SoftLayer system as that was brand new to me. This way we knew where to start from and it helped me catalog the existing pages and interactions.

SoftLayer + The Planet Tickets 1.0 – 2011

We eventually released our new system and slowly transitioned our current customers off the old ones while introducing new customers to our new experience.

Throughout the entire first phase of this project, I was the sole user experience designer, researcher, and information architect of the entire system. This was the case until 2012 and then I was the senior designer until 2016 (after that I did spot design work/internal consulting until I left in 2018). Throughout that time my team and I created interfaces for all of our infrastructure as a service product ranging from access control to server administration, firewalls, load balancers, a storefront and more.

Visual Qualitative Analysis from IBM Think Research – 2018

IBM bought SoftLayer in July of 2013 and I was moved over to IBM Design in May of 2016 as Design Lead of Identity and Access Management and Business Systems Support for our Platform as a Service IBM Public Cloud (Bluemix at the time) offering. I did that for a year and then started our own public platform research team from the ground up (including hiring and mentoring).

This team worked embedded within our verticals doing everything from quantitative analysis of auto-collected user data to interviewing major stakeholders and conducting qualitative evaluative sessions with industry professionals. From there, I was promoted to Head of Strategic Insights before I left to pursue a position in Blockchain.

All in all, I worked for those combined companies a total of almost 9 years. There were a lot of ups and downs with mergers and acquisitions and reorgs, but in the end, I’m ever grateful for the experience I gained while working there.

Doctorate in Interdisciplinary Information Science

I completed my MS in August of 2010 with a 4.0 and rolled right into my Ph.D. less than 2 weeks later. I was granted a Doctoral Fellowship for the first 4 years of my degree program, where they paid for my degree, which was awarded based on my previous academic success. Just 3 months later, The Planet and SoftLayer were merged. Professionally, I was up to my eyeballs in information systems, so I decided to focus my studies on the other thing that was near and dear to me – gaming.

It pays to pick a topic you enjoy when you’re working on your dissertation, and the universe knows I couldn’t take any more information systems at that time and stay sane (this really was one of the best decisions I’ve ever made as the ability to go back and forth kept them both fresh and gave me needed breaks from each other). Also, it was a hot topic at the time as in 2010 video games finally made it to the Supreme Court. I won’t bore you with the details of the dissertation, I’ve written other posts on it (and will make at least one more in the future).

I will, however, provide the research process details. I did a full ethnographic study on families that had children between 4 and 17 who played video games. I interviewed 46 people across 26 different households in May/June of 2015. I then transcribed all of the interviews and conducted an inductive thematic analysis using Altas.ti and over 500 codes. From there I was able to answer my research questions around the usage of the ESRB and whether or not parents felt any legislation was required to assist them in making appropriate video game choices.

I also developed a model on parental information behavior and media that changes as their children age. This is the topic that I will address in a future post. Though it is pretty academic and over 200 pages long, feel free to check out my dissertation. If you like gaming and you’re a parent, you might find it interesting.

Blockchain Design Consultant

After almost 9 years working on what amounted to a single product (through various iterations), I thought I’d try my hand again at consulting. I mean, it had been a decade since I had been a fully external consultant (I had done various types of consulting at in the interim, but not completely external). And, where do you go after SaaS, IaaS, and Paas? Blockchain seemed like the next logical step. It was something new and different and of course something I was not at all qualified to take on. Perfect!

In the last nearly year and a half, I’ve worked with multiple major companies to help them understand what blockchain is and how it could help them influence not only backend systems but also business processes. Though I am not able to talk about any of this due to NDA, I can say I was the designer for the SAP + CONA project mentioned in this Sapphire Now playback. This project included virtual research with the team, a design thinking + design workshop session, creating a fully clickable prototype using Fiori and Build, and working with the front-end and back-end engineers to develop it.

I also had the opportunity to represent SAP at Sapphire where I demoed IOT technology for 400 people over 3 days showcasing our Smart City technology. This was in addition to presenting on Design-led Innovation and Inclusive Design (which I will be presenting on again in September at the Big Design conference). Overall, the best part about being in this position is all of the opportunities to learn something new while at the same time helping our customers with truly innovative solutions.

In addition to my Blockchain work, I’m also the owner of Design for Innovation Services including outlining all of our deliverables and scoping. I’m also the project manager for a Knowledge Management initiative as well as an Innovation Management one. Really, I just wear whatever hat needs to be worn at the time and I’m happy to do so.

Teaching, Consulting, & Mentoring

As if all that wasn’t enough, I’ve also taken on side jobs throughout the years including work as a digital ethnographer, consulting on design work, and of course my latest stint in teaching at the university level. Along with that, I’m also mentoring a few researchers/designers as they navigate their careers. I have to say, out of all of the things I’ve done, teaching and mentoring have been some of the most rewarding.

As you can imagine, one of the things I love to promote is going out and trying something new for which you are completely unqualified. If you’re out of your comfort zone, then you’re learning and growing and becoming something more than you were before. In the words of Nike, Just Do It!

What’s next?

I don’t know what’s next and that’s the beauty of it. All I can hope for in any new opportunity is an environment that encourages learning and mentorship and community and allows me to take advantage of all of these experiences while gaining new ones.

Please reply if you have any comments or questions. I’m also interested in learning about other’s journeys and how you got to where you are today and where you’re looking to go from here (and how you’re going to get there).

If you would like to learn more about my history, check out my CV and Portfolio. My portfolio is a bit sparse due to NDA. So, if you’d like to see more recent work and/or if you would like to connect, you can find me on LinkedIn or you can contact me.

June 9 2019

End of the Semester

Diana research, teaching critique, teaching 0

In May I went to my company’s annual conference where I spoke on Design-Led Innovation and Inclusivity in Design. At the same time, my students in my Design Research Methods class were finishing their finals where they were able to show their entire research journey from generative all the way through to evaluative including tested low-fi designs! It was my first time teaching in an academic setting, so I was really interested in my evaluations. Here are a few of the comments that I enjoyed the most:

1. I really like how this course is designed so your group can work at the pace decided amongst members. I like that this is a semester-long project because I’m able to delve into the topic and become an expert on it and have hands-on experience with it instead of just listening to powerpoint lectures the entire time. I like that we have workshop classes where we can work in class.

2. Dr. Hubbard is an excellent instructor. She knows what she is talking about and I think her experience in the field, as well as her desire to see us succeed, is what makes this class so valuable. The workload is quite heavy, but I feel like I have learned a lot about what it means to be a designer. This is probably one of the best professor/ classes that ATEC offers thus far.
3. This course was great. I learned so much about user research that I am now actively engaging in pursuing this as a career.
4. This course was really stressful at times but I feel like that representative of a job of this type would feel like in the real world. I feel really prepared because of this course than most other classes I took.

81% of students strongly agreed that the course was or would be helpful. 13% agreed. 6% (1 student) strongly disagreed. — 13 Students strongly agreed, 2 agreed, and 1 strongly disagreed that “This course has been (or will be) of value to me.”

I did have a single student whose opinion differed from these, but I appreciated that response all the same. Critique is important and I want to be able to fulfill the needs of all students. So, I’ll be keeping the good and making changes to account for those things that could be done better.

To that end, I am currently taking a course on how to design and teach online courses for a private university located in the North East. It has been a fantastic learning experience and I’m excited to try the things I’ve learned when I design the Masters level version of this class.

All in all, I’ve really enjoyed teaching. It is extremely fulfilling and it lets me be a part of the academic community I so miss after finishing my doctorate.

April 6 2019

Upcoming Presentations

Diana design, Presentation, work design thinking, interface design 0

I have been selected to present next month at Sapphire Now for SAP in Orlando, where I will be talking about design-led innovation and inclusion in design. I will also be present to talk with attendees about SAP’s Smart Cities. So if you’ll be attending Sapphire, please come find me! I’d love to chat.

February 21 2019

Applied Anthropology Expo

Diana anthropology academia 0

I will be in Denton, Texas today at my Alma Matter the University of North Texas where I will be participating in the Applied Anthropology Expo. I will have a poster up for the poster session, and I will be a panelist on careers in anthropology.

So, if you’re local to the area come and check out the expo! See what is amazing about my alma matter and their applied anthropology program.

February 19 2019

Teaching Research to Designers

Diana Internet, research, social networking, teaching, work research, teaching 0

As I mentioned in my last post, I presented at a local conference in October of last year. Well, my participation in that conference led to an opportunity to teach Design Research Methods at a local university as a part of their requirements for their design tracts. I jumped at the chance to do so and I poured everything I had into the class design from November to January along side doing my day job as a blockchain design consultant.

We are now two weeks away from midterms, so I’m taking some time to reflect on the curriculum I’ve put together and what we’ve done so far. I’m taking the time to do it here, because it’s always nice to be able to look back on it later and because others may find it useful. That, and this blog has always been related to my work and my evolution as a researcher, designer, and now teacher.

To begin, I had to consider what would be some of the essential lessons designers should take from a research methods class. The designers in the class span the gamut from traditional design to graphic design, to interaction design, and more. To satisfy the needs of all and the course, I had to come up with a way to present research methodology to them in a universal way, and I had to consider the fact there were 30 people signed up for the class. So, this class has a slight interaction design focus, but the students are able to stretch beyond that if they find a way to do so within the goals and structure of the class.

Overall Class Goals

As presented in the catalog and the syllabus:

This course will explore a variety of behavioral and attitudinal design research methods. Students will walk away with an understanding of how to plan, analyze, and execute quantitative and qualitative methods, understand ethical concerns related to understanding users, and how to deliver artifacts that summarize your synthesized findings.

This course will help you to:

Understand how design research fits in the design process and how to apply research results to design projects
Describe and identify uses of various types of design research methodologies
Plan, manage and execute various design research methods
Understand ethical concerns related to design research
Understand how to report on research in an engaging and useful way

Class Design

My overall design is an applied one where the students learn about design methods by carrying out research projects on a universal theme. For this semester, I chose social media. I felt this was a great choice because of how ubiquitous it is, because it can be utilized in many different types of environments, and because it is not person, platform, or product dependent.

They are tackling this topic in groups of 3 to 5. Though they are working in groups, each has individual assignments that contribute to the group work in addition to working collaboratively on various assignments with their fellow group mates.

The first half of our 3 hour class time is based on discussion of the topics (not a lecture!), the second half of class they work together on their projects. The first half of their semester focuses on generative research where they interview & survey people about their social media experiences, not products. The goal of this is to understand the space and to surface problems that currently exist. The second half of the semester focuses on evaluative research where they will have to design something using their research results and then test it using various methods with live users.

Class Tools

We are using tools such as a class Slack with private group rooms, Box with private group folders, RealTimeBoard with private group boards, and a class blog where the students have access to their entire syllabus, all assignment requirements, and thorough write-ups of each class with additional materials provided as needed so they can go back and review what we discussed.

Generative Research

Because this is just a beginning research methodology course for designers, I am touching on a lot of different parts of the research process at a high level to get them familiar with them, what they are, what they are used for, why they are used, and how and when to use them. For their first assignment, we started with a Research Guide where they had to come up with a topic, assumptions, a minimum of 2 hypotheses, a minimum of 2 research questions for each, and then use all of that to create their interview script. They completed this work in class so that I could assist them as they worked through it.

Ethics

Before stepping out to conduct their first interview, all of the students had to familiarize themselves with research ethics. We touched on topics such as honesty, objectivity, integrity, carefulness, openness, respect, confidentiality, social responsibility, competence, legality, non-discrimination, and human subjects protection. Additionally, though this is just a class project, they all had to provide informed consent to their interviewees and had to have them sign a consent form. Before each and every respondent interaction, they had to explain what the study was about, that the respondent could back out at any time, that there were no right or wrong answers, and that their answers would be kept confidential. Confidentiality was preserved through the recording and transcription where no personal identifying information was gathered or used.

Interviews

They then set out to conduct their first interview with someone they knew. One of their groupmates transcribed this interview and provided a critique for improvements to take into consideration before conducting their second. They all then took the next class to reflect on their first interviews and their critiques, then updated their scripts in class as needed. They used this updated script to conduct a second interview that they then self-transcribed. The caveat for the second interview was to interview someone they did not know. To find this person, their job was to ask the first person they interviewed to recommend someone. This way they got a taste of snowball sampling. We didn’t focus on recruiting, but I did bring it up as an important part of the methodology in the field.

This process gave them a chance to get used to the idea of interviewing by first doing so with someone familiar. They were then able to take that experience and build on it before they had to try to interview someone they didn’t know. They also had the opportunity to learn how to give and take, then apply critiques. Critiquing is something we will continue to use throughout the rest of the semester as they will each critique all of their groupmates for their final and midterm and will also critique the group presentations. We will also have a full in-class critique towards the end of the semester where the students can get feedback from other groups to incorporate for their final.

Analysis & Synthesis

All of these interviews were then placed on RealTimeBoard so that they could work on inductively coding and theming collaboratively for their analysis and synthesis. They are also to take this data and create three different types of generative deliverables including personas, journey maps, and user stories. Though we are using a form of visual coding via an interactive whiteboard for this part of our research, they will be introduced to an excel method for the evaluation portion of class. This way they get a taste of both and are able to adopt in the future which ever works best for their individual needs.

Surveys & Triangulation

Throughout their analysis and synthesis process, they are to be looking out for research gaps. They are to take these gaps and formulate survey questions to help fill them. We will be doing this in class tonight. They will then use their survey and their interview data to provide triangulated results for their midterm report.

Results & Recommendations

They will then take all of this and create a Results and Recommendations report, a Creative Brief (specifically for designers), and a class presentation for their midterm. This way they take into account all of the different audiences that will have to consume their research. The goal of their presentation is to make it engaging and to tell a story. The class will have 5 minutes to ask questions and each classmate in the audience will provide a critique to the group, which will be consolidated and provided as a part of the overall midterm feedback.

Evaluative Research

Following their generative research results and recommendations report, they will all receive a set of business needs that they will have to take into consideration along with their user needs to design an experience that addresses both. This way they not only learn why to conduct research and how to do it but also how to apply it and how to deal with situations where the business needs and user needs don’t always align.

Low Fidelity Design

As a part of the short design phase, they will be creating sketches, flows, & storyboards. If their design is interaction based, they will also have to create wireframes. Otherwise, they will have to come up with a creative way to display their designed experience so that it can be tested. I’ve already received feedback about the class being too interaction design based, so we’ll see what they come up with if they decide to do something else.

Testing & Iterating

All students will be required to complete 2 usability tests/evaluations using at minimum 2 methodologies for paper prototype testing. Most of this research will be evaluative/formative in nature rather than summative or for validation as we are keeping their designs very low fidelity so they can quickly iterate for additional feedback.

Design Critiquing & Heuristic Reviews

In addition to their usability testing/evaluations each design will go through a heuristic review and a peer critique. After all testings and reviews, the students will have gone through 3 iterations and will be able to provide actionable objectives to design and development teams.

Executive Reporting

Their final presentation will be a culmination of their entire process including where they started and the path they took to reach their end design. They will have to do it in such a way that an executive would be able to walk away with what they need while at the same time everyone including project managers, designers, and anyone else working on the experience will understand what their next steps are. My hope is to bring in a few “Executives” for the final presentations to ask questions.

Readings

The best part of this class, I think, is the curated readings. Once the class is over, I’ll post a link to all of the sources they’ve been tasked with reading. Their individual homework is to read all of the weekly assigned readings and then ask 3 questions for clarification. These questions help inform our discussion for the following class. Though not all of the students have participated (and this will count off for their grade), most have and their questions have been really interesting! I’ll also post some of those and the answers. My guess is that if my students have these questions, it is likely others do as well!

Feedback

As with my students who I have provided access to feedback forms throughout the entire semester, I’m always eager and willing to take and learn from feedback. This is my first semester teaching in an academic sense, so I know there is a lot to learn from a pedagogy perspective. Please feel free to comment on this post or contact me if you have any feedback. I look forward to hearing from you!

November 13 2018

Following your Passions

Diana gaming, grad school, research, ux anthropology, design anthropology, design thinking, gaming, research design, teaching 0

October was a month of wonderful opportunities. My first was the ability to go to Barcelona, Spain for a Design Thinking Facilitation course. This course was different than previous ones I have attended where design thinking methodologies are introduced. It was specifically about how to lead different exercises and what makes a good facilitator with actual practice doing it. The final day was for advanced people where we focused on different skills that make a good facilitator like talking, walking, standing, and even improv. I’m not necessarily a huge fan of DT. As an anthropologist, I see a lot of things “borrowed” from my discipline and repurposed for it. That said, I think there is a time and a place to use it and it should be considered a set of tools to use rather than the end all be all of getting companies and design on the same page.

Beyond the course itself, I was able to meet a lot of people from my company in person, which was really nice as I work from home. I was able to work in a little sightseeing as well. It was a beautiful city and I am very glad I had a chance to visit it.

After I returned from Barcelona, I was a guest lecturer at UNT on Design Anthropology. There I talked about what I do, what I don’t, my career path that got me here, and how I use anthropological skills in business and design every day.

The following week I presented on Team Building at DFW Beyond. I will write a post about this individually with a transcript of my talk for those who are interested!

Though these three things may seem completely separate there is in fact a link between them. All three provided me with opportunities to learn how to help people through facilitation, share how I help people through anthropology, and share how people can be helped through intentional team building. Though I have many passions, my main passion is helping others and I find myself truly lucky that I’ve found a way to do so through design, research, and even gaming. More on the last in my next post!

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