PROCESS
The semester-long project involved interviewing and observing MSI employees and their
work practices, and identifying problem areas in task groups. From interview and
observation data, we created Artifact, Sequence, Communication, and Cultural Models to
analyze MSI's processes. We then created an Affinity Diagram to highlight common themes
that were heard across the interviews.
Finding: Need for a Digital Planning System
Our research revealed that different MSI employees were using different (self-improvised)
artifacts for a common, organization-wide need. The artifacts expressed the use and need
for projects planning and tracking. This information was important for our project because it
revealed the importance of better project tracking in the delivery of overall quality of reports.
It also revealed common themes, in which people organized their work. These
observations were captured in photographs and detailed records of improvised artifacts.
The analysis of this information revealed the need for a digital project planning system, the
detailed design and implementation of which would help meet the overall profit objectives
of the company.
Other Key Findings
Our findings defined the focus of our recommendations:
The semester-long project involved interviewing and observing MSI employees and their
work practices, and identifying problem areas in task groups. From interview and
observation data, we created Artifact, Sequence, Communication, and Cultural Models to
analyze MSI's processes. We then created an Affinity Diagram to highlight common themes
that were heard across the interviews.
Finding: Need for a Digital Planning System
Our research revealed that different MSI employees were using different (self-improvised)
artifacts for a common, organization-wide need. The artifacts expressed the use and need
for projects planning and tracking. This information was important for our project because it
revealed the importance of better project tracking in the delivery of overall quality of reports.
It also revealed common themes, in which people organized their work. These
observations were captured in photographs and detailed records of improvised artifacts.
The analysis of this information revealed the need for a digital project planning system, the
detailed design and implementation of which would help meet the overall profit objectives
of the company.
Other Key Findings
Our findings defined the focus of our recommendations:
- There were differing ideas of company identity and priorities amongst MSI
employees. A clear distinction between consulting and research reports was not
widely understood and MSI employees performed similar tasks differently across
projects and industry groups. Due to these reasons, there was a lack of agreed
quality measures for reports delivered to clients.
- Due to lack of communication between project teams, there was a lack of best
practices across MSI.
- The transfer of reporting expertise was not effectively conveyed from experienced
members to beginners. This was primarily due to time pressures. We
recommended that providing formal training to beginners was a high priority
| / |
Professional Work
ACL Wireless
British Council
Ford Motors
ACL Wireless
British Council
Ford Motors
uCentric
Contextual Inquiry for Market Strategies International Inc.
University of Michigan
OVERVIEW
Market Strategies International Inc (MSI) is a full-service market research and
consulting firm headquartered in Livonia, MI. MSI's customer satisfaction was
declining and feedback revealed that MSI's reports were "not compelling" and
lacked "actionable results." Given this decline in customer satisfaction, our
Contextual Inquiry team, uCentric, was consulted to determine ways to improve
MSI's reporting process.
Contextual Inquiry for Market Strategies International Inc.
University of Michigan
OVERVIEW
Market Strategies International Inc (MSI) is a full-service market research and
consulting firm headquartered in Livonia, MI. MSI's customer satisfaction was
declining and feedback revealed that MSI's reports were "not compelling" and
lacked "actionable results." Given this decline in customer satisfaction, our
Contextual Inquiry team, uCentric, was consulted to determine ways to improve
MSI's reporting process.
RESULTS
Our findings were
presented to the senior
managers and practice
directors at MSI, who
instantly accepted our
recommendations.
Project Deliverables
Sequence model, Artifact
model, Affinity diagram,
Final report, Final
presentation
Our findings were
presented to the senior
managers and practice
directors at MSI, who
instantly accepted our
recommendations.
Project Deliverables
Sequence model, Artifact
model, Affinity diagram,
Final report, Final
presentation
Samples of Models Prepared During Contextual Research
Jump to
Academic Projects
Interaction Design
Design Process
Service Design
Web 2.0
Usability Evaluation
Contextual Inquiry
IA Strategy
Contact
646. 510. 2529
agaurav@umich.edu
Resume
MS Word
PDF
Networks
LinkedIn
Facebook
Academic Projects
Interaction Design
Design Process
Service Design
Web 2.0
Usability Evaluation
Contextual Inquiry
IA Strategy
Contact
646. 510. 2529
agaurav@umich.edu
Resume
MS Word
Networks
| About Me | Thoughts | Projects Copyright Gaurav Anand | agaurav@umich.edu | 646. 510. 2529 |
