I know that I’ve mentioned this example before in reference to global culture, but it directly relates to this week’s reading about digital literacy across cultures. I was fortunate to be part of a project that had stakeholders in the Midwest, Ireland, and India. The main purpose was to create a system and interface that would search and analyze… specific data. My role was to create a user-guide to help people utilize the system. There were several obstacles that needed to be resolved during my involvement in the project.
I worked closely with the primary tester, and she would use the system, try to stress it, and also validate the results of each test search. She logged all issues on the project SharePoint site. She recalled early in the project that the form originally classified the issues as defects, but that needed to be changed. The India team viewed the term defects as pointing blame. They would spend days researching whether the issue was in fact a defect, or if it was a design feature that was simply not working correctly. By reclassifying it as an issue, we eliminated the idea of blame. This allowed them to spend their time fixing the issue rather than researching who was at fault.
There were status calls twice a week, which allowed the project manager to collect status updates from each area, and also helped clarify what each person’s role was and the expectations for the week. I’m not sure if these calls were done for convenience, accountability, or because of deeper cultural reasons like Thatcher described in this week’s reading. I do know that it seemed to help people stay on task and understand their responsibilities.
We also encountered issues with the design and layout of the program. I found it difficult to use because most of the fields you entered data into or selected criteria from were not labeled. The lead tester had the same complaints, but was told that it was too late to make those kinds of changes. Part of the job of the user guide was to explain how to use the system, and part was to help American and European users overcome the awkward and confusing layout and interface. I wish I knew if it was a cultural difference, or if it was just a poorly designed interface.
I guess I’ve always taken general usability for granted, but this week’s readings by Thatcher and Blakeslee have made me realize that convenient usability is a factor of our cultural experiences, and that a different culture would have different experiences to draw from. What seems logical and convenient to me might seem confusing or awkward to someone from another culture. The areas of the internet that I frequent seem to be tailored to an American, or at least and English speaking user, but I would really be interested in seeing the potential layout and organizational difference of a website designed with a different culture in mind.
Ishii’s research about mobile phone usage was very interesting. It seemed like a well-done study, and it is one that I would appreciate seeing carried out again. He might be able to find stronger correlations today than he was able to when the study was originally carried out. I think he would find the mobile phone usage breakdown would still be similar between home, work, and away from work. Expected differences would be the level of usage for the average person, especially teenagers, and I would also predict a difference in the social skills among mobile phone users. It is easy for me to make predictions based on my own observations, but I really would like to see the research.