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e-bus iness
tas k analysis


ac ourse prepared
               r
by yves pigneu
e-business
se rvice design
scenario &    storytelling
 !task analysis
 p rototyping
   ervice qualit  y & usability
 s
 busi  ness process ation
  bluepr int & visualiz
  service pr  oductivity
  servic  e compliance
   bu siness model
   value cha  in & network l innovation
    service & b  usiness mode
service concept

 consult document




                                  customer role:
                                  order taking

                                  performance:
                                  imitative
Provide an easy way to borrow a   cost:
document from the library         reduce effort for the librarian
scenario

 consult document                 scenario 1

                                  Cécile comes at Céline’s desk and
                                  ask her to consult a confidential
                                  document

                                  Céline notices that Cécile is
                                  employed by CRI and is
                                  accredited, that the document
                                  corresponds to an archive
                                  reference, and that is available.

                                  Céline records the consultation.

                                  On base of the document’s
                                  location supplied by the system,
Provide an easy way to borrow a   she pick up the document and give
document from the library         it to Cécile .
service (work) system

                                  customers:
 consult document                 librarian

                                  information:
                                  analysts
                                  documents
                                  consultations

                                  technologies:
                                  web browser

                                  work practices:
                                  !check analyst
                                  !check document
                                  !record ...

Provide an easy way to borrow a   participants:
                                  analyst
document from the library
task analysis
           ^
& u se c ase
task
   alysis      user
an
            obser vation
OBSERVATION
the desig   ner’s
toolk it ...
ob servi ng ...
^
Direct observation
Indirect observation
Oral interview
Written questionnaire
Concurrent protocol
Retrospective protocol
Use case
Observe and
                                  define cash w
                   in a teller ma               ithdrawal
                                  chine ...
rf.snoitartsulli
insert the card
key in the password
select withdrawn
key in the amount
take cash
remove the card
take receipt
TASK MODEL
?
What’s a task model




                          illustrations.fr
Task analysis in service design
Task analysis in service design
A task model ...




 represents logical activities for users or
 customers to reach their goals
Task model
             goal


   action
              user
goals




www.sxc.hu
goal
    ^  according
                   to Lorin
                            Hochste
                                   in



 goals are what the user is trying to
 accomplish
 these can be defined at various levels of
 abstraction
 higher-level goals are decomposable into
 sub-goals, and are arranged hierarchically
Do you reme
                                 mber the lib
                                             rary’s scenar
                                                             ios ?
rf.snoitartsulli
Task analysis in service design
GOALS
                        case
         authorize
          authorize    Check and authorize
        consultation
        consultation
                       the consultation of a
                       document required by
                       an analyst, ...
goal
                     ^
 Conditions
                        according
                                  to
                        Alistair
                                 Cockbur
                                        n


 Precondition ...
 state what must always be true before beginning the
 execution of a task (use case)

 Post-condition or success guarantees ...
 state what must be true on completion of the task
 (success end and/or failure end condition)
CONDITIONS
                                       case
quot;   Pre-condition:
    the information officer is identified and authorized



quot;   Post-condition
    the consultation of the document by the analyst is
    recorded in the base
Task model
             goal


   action
              user
users




http://www.flickr.com/photos/ntr23/730371240/
users




  or customers

  using the online service by performing a
  sequence of operations

  to reach their goals
Task analysis in service design
ACTORS
                                      case
quot;   Primary actor: an information officer of the research and
    information center (CRI); in charge of the library of
    confidential documents



quot;   other stakeholders: the senior or junior analysts
    accredited by the Center, who prepare synthesis and
    study reports based on documents available in the library
Task model
             goal


   action
              user
actions




www.sxc.hu
actions




  describe the sequence of operations
  performed by the users necessary to
  achieve the desired goals
SCENARIO (1)
                                       case
quot;    Cécile comes at Céline’s desk and ask her to consult
    a confidential document

quot;    By means of her terminal, Céline notices that Cécile
    is employed by CRI and is accredited, that the document
    corresponds to an archive reference, and that is available.

quot;   Céline records the consultation.

quot;    On base of the document’s location supplied by the
    system, she pick up the document and give it to Cécile .
SCENARIO (2)
                                      case
quot;    Benoît comes at Céline’s desk and ask her to consult
    a confidential document

quot;    By means of her terminal, Céline notices that Benoît
    is employed by CRI but he is not accredited for
    consulting the confidential document.

quot;    Céline records the reject and records the tentative of
    non authorized consultation.
SCENARIO (3)
                                     case
quot;    Cécile comes at Céline’s desk and ask her to consult
    a confidential document

quot;    By means of her terminal, Céline notices that Cécile
    is employed by CRI and is accredited, that the document
    corresponds to an archive reference, but that is already
    borrowed from.

quot;   Céline tells Cécile that the document is not available.
Is a task mo
                                del different
                   from a scena
                                rio ?


                                                            ?
                                  How to des cribe a task



                                  How to deco
                                                mpose a task
                                                                ?
rf.snoitartsulli
task                               sce nario
                  m odel




http://www.flickr.com/photos/barretthall/331459910/
sc hema



                                                     text

http://www.flickr.com/photos/barretthall/331459910/
hierarchy




www.sxc.hu
^
Hierarchical Task Analysis (HTA)

                                           an
                              net t & Dunc
             accordi ng to An




 Breaking down the steps of a task performed by
 a user, viewed at different levels of detail

 Each step can be decomposed into lower-level
 sub-steps, thus forming a hierarchy of sub-tasks
GOALS
                        case
         authorize
          authorize    Check and authorize
        consultation
        consultation
                       the consultation of a
                       document required by
                       an analyst, ...
DECOMPOSITION (1)
                                           case
                                       Authorize the
                      authorize        consultation of a
                     consultation      document

                            SEQ

  *   check
     check               record                   give
                                                 give
     request
    request           consultation            document
                                              document



Check that the       Record the              Pick up the document on
analyst may borrow   consultation of the     the shelves and give it to
the document from    document by the         the analyst
                     analyst
DECOMPOSITION (2)
                                    case
                       check     Check that the analyst may
                      request    borrow the document from

                          SEQ

      * check                      check
                                   check
      who & what                consultation
                                consultation


    Check if the                Check if the
    analyst and the             consultation is
    documents are               allowed based on the
    known                       accreditation rules
DECOMPOSITION (3)
                                         case
                          check       Check if the analyst and the
                        who & what    documents are known

                             PAR


         check                          check
         analyst                      document



    Check if the                     Check if the
    analyst exists in                document exists in
    the database                     the database
DECOMPOSITION (2)
                                    case
                       check     Check that the analyst may
                      request    borrow the document from

                          SEQ


        check
      who & what
                                   check
                                consultation
                                               *
    Check if the                Check if the
    analyst and the             consultation is
    documents are               allowed based on the
    known                       accreditation rules
DECOMPOSITION (4)
                                          case
                                       Check if the consultation is
                          check        allowed based on the
                       consultation    accreditation rules

                              PAR


         check                           check
       availability                   accreditation



    Check if the                      Check is the analyst is
    document is not                   accredited for consulting
    already borrowed                  the document
    from
TASK   DECOMPOSITION
                                           case
                                  check
                               consultation
                                      SEQ
               check              record                           give
              request          consultation                     document
                 SEQ
              check                                 check
            who & what                           consultation
                 PAR                                   PAR
  check               check         check                   check
  analyst           document      availability           accreditation
USE CASE
“   A use case captures a contract between the
    stakeholders of a system about its behaviour.
    Different sequences of behaviour, or
    scenarios, can unfold, depending on the
    particular requests made and conditions
    surrounding the requests. The use case collects
                                      ”
    together those different scenarios.

       Alistair Cockburn
“ form, although they can be written using flow
  Use cases are fundamentally a text

  charts, sequence charts, Petri nets, or
  programming languages. Under normal
  circumstances, they serve to communicate from
  one person to another, often to people with no
  special training. Simple
                     text is,
  therefore, usually the best choice. ”
     Alistair Cockburn
Task analysis in service design
TASK         DECOMPOSITION
                                                        case
                                           check
                                        consultation
                                                     SEQ
                        check               record                              give
                       request           consultation                        document
                  1.      SEQ           2.                               3.


                    check                                        check
                  who & what                                  consultation
                  1.1.    PAR                                 1.2.   PAR
        check                  check             check                    check
        analyst              document          availability            accreditation
1.1.1                      1.1.2             1.2.1                    1.2.2
MAIN           SUCCESS   (1)
                                           case
1.    Check if the analyst can borrow the document from

     1.1. check if the analyst and the document exist in the
          database

        1.1.1. check if the analyst exists in the database

        1.1.2. check if the document exists in the database

     1.2. ...
MAIN           SUCCESS   (2)
                                         case
1.    Check if the analyst can borrow the document from

     1.1. ...

     1.2. check if the accreditation rules are enforced

        1.2.1. check if the document is not already borrowed from

        1.2.2. check if the analyst may borrow the document
            from

2. ...
MAIN           SUCCESS   (3)
                                     case
1.    Check if the analyst can borrow the document from

     1.1. ...

     1.2. ...

2. Record the consultation of the document by the analyst

3. Pick up the document on the shelves and give it to the
   analyst...
FAILURES
                                check
                             consultation
                                               case
                                    SEQ
             check              record                           give
            request          consultation                     document
               SEQ                                               not found
                                                                 document
            check                                 check
          who & what                           consultation
               PAR                                   PAR
check               check         check                   check
analyst           document      availability           accreditation

unknown           unknown         borrowed               unaccredited
 analyst          document        document                  analyst
EXTENSIONS (1)
                                        case
1.1.1a   if the analyst does not exist in the files

         1. direct the analyst to the person in charge
         2. stop the task



1.1.2a if the document does not exist in the files
         1. ask the analyst another document reference

         2. if necessary, make a new attempt (1.1.2)
EXTENSIONS (2)
                                     case
1.2.1a   if the document is already borrowed from

         1. inform the analyst
         2. stop the task



1.2.2a if the analyst is not allowed to read the document
         1. inform the analyst

         2. record the attempt of fraud
         3. stop the task
EXTENSIONS (3)
                                    case
3a   if the document is not on the indicated shelf

     1. trigger an alert ...
     2. stop the task
^
Task Analysis

                   according
                               to Franç
                                        ois Boda
                                                 rt



 The analyst then suggests ways to make the task
 more efficient or suggests new tasks which
 more effectively support the goals.

 It is important to recognize that the analysis is
 done from the perspective of the end-users
Equipment
 Context                dition          Prerequisite
             Working con
                                         Productivity
              User                       Environment
             profile              Task    Reproducibil
                                                      ity

Motivation                    parameters Task organization
Experience                                Importance
Knowledge                                 Complexity
                   Usability
    Learning tim
                 e criteria
                        n
    Speed  of executio                        Goals
          d of persist
                       ence             Task
    Perio                                      Sub-goals
     Error rate
                                     structure Task
     Satisfaction                              Subtask
                    er
     D egree of cov                             Procedure
ge t users involved
Task analysis in service design
task
         analysis

review quot; goal, action & user
         quot; decomposition
         quot; task analysis
use case
       description

review quot; context
       quot; main success
       quot; extensions
ractice practice
pr actice p
Define the a
                                 dmission
                   of a patient
                                in an hospita
                                              l ...
rf.snoitartsulli




                                                      > see document
task to be analyzed...
                                           to be modelled ...
http://legacycreative.gettyimages.com
be rigorous
Observe and
                                 define the ch
                   at the point                  eck-out
                                of sale in a s
                                               upermarket .
                                                            ..
rf.snoitartsulli




                                                           > see document
to be continued ...
Observe and
                                 describe the
                   on LeShop ...              order taking
rf.snoitartsulli
to be continued ...

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Task analysis in service design

  • 1. e-bus iness tas k analysis ac ourse prepared r by yves pigneu
  • 2. e-business se rvice design scenario & storytelling !task analysis p rototyping ervice qualit y & usability s busi ness process ation bluepr int & visualiz service pr oductivity servic e compliance bu siness model value cha in & network l innovation service & b usiness mode
  • 3. service concept consult document customer role: order taking performance: imitative Provide an easy way to borrow a cost: document from the library reduce effort for the librarian
  • 4. scenario consult document scenario 1 Cécile comes at Céline’s desk and ask her to consult a confidential document Céline notices that Cécile is employed by CRI and is accredited, that the document corresponds to an archive reference, and that is available. Céline records the consultation. On base of the document’s location supplied by the system, Provide an easy way to borrow a she pick up the document and give document from the library it to Cécile .
  • 5. service (work) system customers: consult document librarian information: analysts documents consultations technologies: web browser work practices: !check analyst !check document !record ... Provide an easy way to borrow a participants: analyst document from the library
  • 6. task analysis ^ & u se c ase
  • 7. task alysis user an obser vation
  • 9. the desig ner’s toolk it ...
  • 10. ob servi ng ...
  • 11. ^
  • 12. Direct observation Indirect observation Oral interview Written questionnaire Concurrent protocol Retrospective protocol Use case
  • 13. Observe and define cash w in a teller ma ithdrawal chine ... rf.snoitartsulli
  • 15. key in the password
  • 17. key in the amount
  • 22. ? What’s a task model illustrations.fr
  • 25. A task model ... represents logical activities for users or customers to reach their goals
  • 26. Task model goal action user
  • 28. goal ^ according to Lorin Hochste in goals are what the user is trying to accomplish these can be defined at various levels of abstraction higher-level goals are decomposable into sub-goals, and are arranged hierarchically
  • 29. Do you reme mber the lib rary’s scenar ios ? rf.snoitartsulli
  • 31. GOALS case authorize authorize Check and authorize consultation consultation the consultation of a document required by an analyst, ...
  • 32. goal ^ Conditions according to Alistair Cockbur n Precondition ... state what must always be true before beginning the execution of a task (use case) Post-condition or success guarantees ... state what must be true on completion of the task (success end and/or failure end condition)
  • 33. CONDITIONS case quot; Pre-condition: the information officer is identified and authorized quot; Post-condition the consultation of the document by the analyst is recorded in the base
  • 34. Task model goal action user
  • 36. users or customers using the online service by performing a sequence of operations to reach their goals
  • 38. ACTORS case quot; Primary actor: an information officer of the research and information center (CRI); in charge of the library of confidential documents quot; other stakeholders: the senior or junior analysts accredited by the Center, who prepare synthesis and study reports based on documents available in the library
  • 39. Task model goal action user
  • 41. actions describe the sequence of operations performed by the users necessary to achieve the desired goals
  • 42. SCENARIO (1) case quot; Cécile comes at Céline’s desk and ask her to consult a confidential document quot; By means of her terminal, Céline notices that Cécile is employed by CRI and is accredited, that the document corresponds to an archive reference, and that is available. quot; Céline records the consultation. quot; On base of the document’s location supplied by the system, she pick up the document and give it to Cécile .
  • 43. SCENARIO (2) case quot; Benoît comes at Céline’s desk and ask her to consult a confidential document quot; By means of her terminal, Céline notices that Benoît is employed by CRI but he is not accredited for consulting the confidential document. quot; Céline records the reject and records the tentative of non authorized consultation.
  • 44. SCENARIO (3) case quot; Cécile comes at Céline’s desk and ask her to consult a confidential document quot; By means of her terminal, Céline notices that Cécile is employed by CRI and is accredited, that the document corresponds to an archive reference, but that is already borrowed from. quot; Céline tells Cécile that the document is not available.
  • 45. Is a task mo del different from a scena rio ? ? How to des cribe a task How to deco mpose a task ? rf.snoitartsulli
  • 46. task sce nario m odel http://www.flickr.com/photos/barretthall/331459910/
  • 47. sc hema text http://www.flickr.com/photos/barretthall/331459910/
  • 49. ^ Hierarchical Task Analysis (HTA) an net t & Dunc accordi ng to An Breaking down the steps of a task performed by a user, viewed at different levels of detail Each step can be decomposed into lower-level sub-steps, thus forming a hierarchy of sub-tasks
  • 50. GOALS case authorize authorize Check and authorize consultation consultation the consultation of a document required by an analyst, ...
  • 51. DECOMPOSITION (1) case Authorize the authorize consultation of a consultation document SEQ * check check record give give request request consultation document document Check that the Record the Pick up the document on analyst may borrow consultation of the the shelves and give it to the document from document by the the analyst analyst
  • 52. DECOMPOSITION (2) case check Check that the analyst may request borrow the document from SEQ * check check check who & what consultation consultation Check if the Check if the analyst and the consultation is documents are allowed based on the known accreditation rules
  • 53. DECOMPOSITION (3) case check Check if the analyst and the who & what documents are known PAR check check analyst document Check if the Check if the analyst exists in document exists in the database the database
  • 54. DECOMPOSITION (2) case check Check that the analyst may request borrow the document from SEQ check who & what check consultation * Check if the Check if the analyst and the consultation is documents are allowed based on the known accreditation rules
  • 55. DECOMPOSITION (4) case Check if the consultation is check allowed based on the consultation accreditation rules PAR check check availability accreditation Check if the Check is the analyst is document is not accredited for consulting already borrowed the document from
  • 56. TASK DECOMPOSITION case check consultation SEQ check record give request consultation document SEQ check check who & what consultation PAR PAR check check check check analyst document availability accreditation
  • 58. A use case captures a contract between the stakeholders of a system about its behaviour. Different sequences of behaviour, or scenarios, can unfold, depending on the particular requests made and conditions surrounding the requests. The use case collects ” together those different scenarios. Alistair Cockburn
  • 59. “ form, although they can be written using flow Use cases are fundamentally a text charts, sequence charts, Petri nets, or programming languages. Under normal circumstances, they serve to communicate from one person to another, often to people with no special training. Simple text is, therefore, usually the best choice. ” Alistair Cockburn
  • 61. TASK DECOMPOSITION case check consultation SEQ check record give request consultation document 1. SEQ 2. 3. check check who & what consultation 1.1. PAR 1.2. PAR check check check check analyst document availability accreditation 1.1.1 1.1.2 1.2.1 1.2.2
  • 62. MAIN SUCCESS (1) case 1. Check if the analyst can borrow the document from 1.1. check if the analyst and the document exist in the database 1.1.1. check if the analyst exists in the database 1.1.2. check if the document exists in the database 1.2. ...
  • 63. MAIN SUCCESS (2) case 1. Check if the analyst can borrow the document from 1.1. ... 1.2. check if the accreditation rules are enforced 1.2.1. check if the document is not already borrowed from 1.2.2. check if the analyst may borrow the document from 2. ...
  • 64. MAIN SUCCESS (3) case 1. Check if the analyst can borrow the document from 1.1. ... 1.2. ... 2. Record the consultation of the document by the analyst 3. Pick up the document on the shelves and give it to the analyst...
  • 65. FAILURES check consultation case SEQ check record give request consultation document SEQ not found document check check who & what consultation PAR PAR check check check check analyst document availability accreditation unknown unknown borrowed unaccredited analyst document document analyst
  • 66. EXTENSIONS (1) case 1.1.1a if the analyst does not exist in the files 1. direct the analyst to the person in charge 2. stop the task 1.1.2a if the document does not exist in the files 1. ask the analyst another document reference 2. if necessary, make a new attempt (1.1.2)
  • 67. EXTENSIONS (2) case 1.2.1a if the document is already borrowed from 1. inform the analyst 2. stop the task 1.2.2a if the analyst is not allowed to read the document 1. inform the analyst 2. record the attempt of fraud 3. stop the task
  • 68. EXTENSIONS (3) case 3a if the document is not on the indicated shelf 1. trigger an alert ... 2. stop the task
  • 69. ^ Task Analysis according to Franç ois Boda rt The analyst then suggests ways to make the task more efficient or suggests new tasks which more effectively support the goals. It is important to recognize that the analysis is done from the perspective of the end-users
  • 70. Equipment Context dition Prerequisite Working con Productivity User Environment profile Task Reproducibil ity Motivation parameters Task organization Experience Importance Knowledge Complexity Usability Learning tim e criteria n Speed of executio Goals d of persist ence Task Perio Sub-goals Error rate structure Task Satisfaction Subtask er D egree of cov Procedure
  • 71. ge t users involved
  • 73. task analysis review quot; goal, action & user quot; decomposition quot; task analysis
  • 74. use case description review quot; context quot; main success quot; extensions
  • 76. Define the a dmission of a patient in an hospita l ... rf.snoitartsulli > see document
  • 77. task to be analyzed... to be modelled ... http://legacycreative.gettyimages.com
  • 79. Observe and define the ch at the point eck-out of sale in a s upermarket . .. rf.snoitartsulli > see document
  • 81. Observe and describe the on LeShop ... order taking rf.snoitartsulli