Enterprise Search Research Article: A Case Study of How User Interface Sketches Scenarios and Computer Prototypes Structure Stakeholder Meetings

Johansson, M., & Arvola, M. (2007). A case study of how user interface sketches, scenarios and computer prototypes structure
stakeholder meetings. In Proceedings of HCI 2007, 3-7 September 2007, in Lancaster, UK.

A Case Study of How User Interface Sketches,
Scenarios and Computer Prototypes Structure
Stakeholder Meetings
Maria Johansson Mattias Arvola
Findwise AB Södertörn University College
Theres Svenssons gata 15 Campus Haninge
SE-41755 Göteborg, Sweden SE-13640 Haninge, Sweden
+46-736127811 +46-733621993
maria.johansson@findwise.se mattias.arvola@sh.se

ABSTRACT clients instead, have the perspective of an insider of the
In stakeholder meetings during an interaction design project, organization, at which the design becomes a specific, local and
prototypes are commonly used for creating shared personal part of the history and culture of the organization.
representations of design ideas. It can, however, be difficult for They also talk about visual representations and prototypes in
designers and meeting facilitators to know which prototyping different ways. Designers tend to talk about the design in
technique to use. In this case study we compare user interface formal terms, while clients can ascribe the prototypes historical,
sketches, scenarios, and computer prototypes, and analyse video political and cultural values. Furthermore, designers talk about
material from six stakeholder meetings. The scenario did not the design process differently when they talk to clients
facilitate a focus on aesthetic or ethical perspectives, nor did it compared to when they talk to other designers. The two groups
facilitate operational or perceptual issues. The prototype did not construct different opinions and perspectives on what
facilitate discussions on the overarching concept of the design, seemingly is a joint project and this indicates that there is a
to the same extent as the sketches did, but it did facilitate fundamental instability in the relation between the two
operational issues. The sketches gave the broadest discussion. communities of clients and designers. [13]
The groups also approached the design differently; for example, In interaction design, prototypes are commonly used as shared
the system developers constantly returned to a constructional representations of design ideas to bridge the gap between the
perspective. This means that the choice of prototyping communities. It may, however, be difficult for designers,
technique should be made based on the composition of the facilitators, and clients to know which prototyping technique to
group and the desired focus of the meeting. use to express the design ideas.

Categories and Subject Descriptors 1.1 Prototypes in Interaction Design
It is common to distinguish between two types of prototypes in
H.5.2 [Information Interfaces and Presentation (e.g., HCI)]:
interaction design: low fidelity and high fidelity prototypes
User Interfaces – prototyping, theory and methods.
[21]. The term ‘fidelity’ describes how well it resembles the
final product. A low fidelity prototype differs from the final
General Terms product in things like interaction, visual expression or level of
Design, Human Factors. detail [27]. Such a prototype can for example be made out of
paper rather than screens on a computer. A prototype with high
Keywords fidelity is instead built in a material that is similar to the final
product. It usually has more realistic interaction and
Stakeholder meetings, interaction design, prototypes, design
communicates the possibilities of the design to a higher degree
representations, sketches, scenarios.
[27]. The purpose of different prototypes may also differ; it can
prototype role, implementation or look & feel [15]. The role is
1. INTRODUCTION the function of the product in the users’ life, and what use it is
One of the greatest problems in design is the communication to them. The look & feel is about how the users experience the
between designer and client [22]. Clients and designers bring product and what meets the senses. The implementation is
different perspectives to a stakeholder meeting. The designer about the construction. A prototype can explore one or several
comes into a group of stakeholders, as an outsider to their work of these dimensions. When choosing what kind of prototype to
and organization, with an idea of the design that is abstract in make, the designer should consider the audience [15]. Some
relation to the parts of work the designer yet does not prototypes also work better in some organizations, since
understand (e.g. history and culture of the organization). The different organizations develop different prototyping cultures
[15, 23].

1.2 Representing the Design
Much of the designers work is to develop representations of
design ideas. There is a manifold of sketching techniques used
in interaction design. In this paper, we focus on scenarios, user
interface sketches, storyboards and dynamic computer
prototypes.


1.2.1 Scenarios perceiving things and its own ways of communicating them [6,
Scenarios are narratives, usually in written form, that describe 14].
how users use the conceived product to perform a certain task.
They highlight the goals of people that will use the product, 2.2 Boundary Objects and Structuring
what people will do with the product, what works and what Resources
does not work, and how people interpret what happens when Boundaries between communities (e.g. developers and users)
they use the product. Scenarios describe people acting in an can obstruct communication [6]. Objects that bridge the
environment according to specific goals. A good scenario is a boundaries are called ‘boundary objects’ [26]. When
scenario that brings key issues concerning usage and utility to communities meet, different concepts are used to talk about the
light, or that proposes new design ideas [8]. Many scenarios same object, at which the object becomes decontextualized
are, however, too abstract and attempt to capture everyday use, (abstracted from its naturally surrounding discourse). Boundary
and they often omit details concerning history, motivation and objects in the form of for example documents can, however,
personality of users. This makes them less engaging than real facilitate coordination of work between communities of practice
stories, and it makes it more difficult to identify with the main [6]. Boundary objects are malleable enough to be adapted to
characters. There is, therefore, a need to write more personal specific needs and constraints that different groups may have,
scenarios [11]. and at the same time they are robust enough to retain an identity
in different areas of use and different groups of people [26].
1.2.2 User Interfaces Sketches
User interface sketches are drawings that show how the user The boundary object mediates the discussion and can be seen as
interface of the product is supposed to look. Interface sketches a structuring resource for the participants. All activities take
presuppose that you can be specific on detailed questions place in an environment that, together with various artefacts,
regarding form and interaction: things you do not have to deal structures the activity. These environments and artefacts
with in a scenario. Sketches contribute extensively to become structuring resources. Accordingly, boundary objects
facilitating communication between designers and clients [22]. are a certain kind of structuring resources. Structuring resources
If you put several sketches in a series after each other, you get a have bearing on what aspects of the situation we perceive. They
storyboard. It is a combination of sketches and scenarios into a also make some actions salient and influence what actions that
comic-like representation. are perceived as possible to perform. We also define activities
differently depending on the presence or absence of particular
1.2.3 Computer Prototypes structuring resources. For example, we do not consider it to be
Dynamic computer prototypes look and act like the future the same activity to do math in a grocery store, and do math at
product. Due to their high fidelity they are commonly used to school, even though we solve the same mathematical problem.
make detailed prototypes. There is a risk that the prototype is [17, 18]
experienced as final, at which it may become difficult to Based on the concept of boundary objects and structuring
generate new design proposals. Earlier comparison between resources in conversations between communities of practice, we
high fidelity prototypes and low fidelity prototypes made of will analyze conversations in stakeholder groups in an
paper and made on computer show only small differences in the interaction design project. To do this, however, we also need a
kinds of usability issues raised. It is therefore possible to argue framework for what aspects of interaction design people talk
that one should choose a prototyping technique according to about, in terms of perspectives and themes.
what is most practical for the situation [27].
2.3 Perspectives on Interaction
1.3 Research Problem Interaction with technology can be seen from several different
Previous research on prototypes in interaction design has perspectives disclosing different aspects of a product, system or
focused on the medium in which the prototype is made service (e.g. practical, social, aesthetic, constructional, and
(physical, paper or computer) [27], the degree of detail in the ethical) [2, 3]. Take the design of a knife for example. The
prototype [15, 27], and how close it is to the final product (high practical perspective highlights aspects of how well it fits its
fidelity or low fidelity) [21, 27]. In this paper, we focus on how instrumental purpose: cutting in a particular material. The social
different kinds of prototypes (user interface sketches, scenarios, perspective highlights aspects of how the knife is used in
and computer prototypes) structure the conversations in relation to other people: what it says about the owner, or how
different stakeholder groups of an interaction design project. the knife could shape interaction and communication between
people. The aesthetic perspective highlights aspects of how the
2. THEORETICAL FRAMEWORK knife is experienced during usage and as an aesthetized object
To analyze how different design representations structure of attention: how it feels in the hand and its proportions for
conversations in different stakeholder groups, we need to example. The constructional perspective highlights aspects
contextualize our study object in a theoretical framework. For related to the construction of the knife: its strength, how it is
this we use the concepts of structuring resources, communities assembled, or the choice of material. Finally, the ethical
of practice, and boundary objects. perspective highlights moral aspects of how the knife is used or
can be used and misused to cause harm to people and
2.1 Communities of Practices environment, or affect human rights like freedom of speech.
All people participate in several loosely held together groups
with shared practices, so called communities of practice [28]. 2.4 Themes in Interaction Design
Every stakeholder group in a design project constitutes of at To analyze what themes people talk about in relation to an
least one community of practice. Participating in communities interactive system, we have also developed several models built
is important for our identity, and our everyday life is organized on the idea of levels of detail and abstraction in an interactive
around our communities [24, 10]. People make sense of the system [2, 4, 5]. In this article we think about the design of the
world based on their own communities of practice, and bring interactive system as having different themes. We distinguish
different perspectives into, for example, a product development between the conceptual theme, the functional theme, the
team [10]. Every community also has its own ways of structural theme, the operational theme, and the perceptual


theme. These themes cannot be seen as independent in reality, 3.1 The Case Study
but are rather analytical distinctions. In fact, what designers Our case study was the design of a payment authorization
need to do is traverse the themes in order to judge the function in a company portal at an international health care
consequences of a decision. For example, the consequences of company. In this case study, one of the researchers was also an
changing the speed of an animation (perceptual), for how acting interaction designer. Stakeholders from various
content should be ordered (structural). subsidiaries within the healthcare company participated. The
2.4.1 Concept company wanted to investigate how payment authorization
functionality from the enterprise management system could be
The conceptual theme is what the product is. It can be thought
linked to their company portal, and how the new functionality
of as the design idea in terms of its purpose and intended use.
should be designed.
This is what the product should do and be; it includes the
definition of its audience and users. The overarching character The design process started with contextual inquiries [7] where
of the system [1, 2], the genre [19], and the posture [9, 29] are the designer got to know the domain to get a base for the design
all elements of the conceptual theme. during the initial sketching. Sketches were then evaluated
during focus group sessions with three different communities of
2.4.2 Function practice: (1) hospital staff, (2) information and IT staff, and (3)
The functional theme is what the product does. It is the system developers and system administrators. Based on data
functions and the information content needed to fulfil the from the first round of focus groups, design objectives were set
purpose and intended use of the design concept. This is using use-quality analysis [2, 3]. A functional analysis was also
equivalent to the object-action model of the system [25]. performed based on data from the contextual inquiries and the
first round of focus groups. The sketches were further
2.4.3 Structure developed and new design representations were created. At
The structural theme is how the product is ordered. It is the later stages, written scenarios and dynamic computer prototypes
arrangement and organization of functions and content in time were evaluated in focus group sessions with the three
and space. The structure can be flat or deep. It can be stakeholder groups.
hierarchical, networked, linear, or circular. Things like task
structures, wireframes, flow charts, and site maps belong to this 3.2 The Design Representations
domain. The user interface sketches were drawn by hand and depicted
screen images from the payment authorization (Figure 1). The
2.4.4 Operation sketches were ordered in a sequence in the form of storyboards,
The operational theme is how people and products interact. but no actions were represented in the sketches.
What people do with the functions and contents and how people
navigate the structure to make use of functions, access or
manipulate content, and fulfil the intended use. This is the
theme for operations that both the interactive system and the
users perform.

2.4.5 Perception
The perceptual theme is how the product is presented. It is both
the physical and visual form, as well as the behaviour of the
product. It is the look and feel of the product. This is what
meets the senses; this is what needs to be interpreted in the
situation of use. This is the graphical and animated part of a
graphical user interface. Issues of style and layout become
important here.
To summarize the theoretical background: we see the
prototypes as structuring resources in the communication within
the groups. The different stakeholder groups belong to different
communities of practice, and the prototypes function as
boundary objects between the groups and the designers.
Analyzing conversations in stakeholder groups, we also employ Figure 1. One of the user interface sketches
a framework for what themes of an interactive system people
talk about and what perspectives they use.
Scenarios were used to describe how the users worked with the
3. METHOD system. Both roles as well as the users’ main tasks were
We conducted a qualitative case study of the design of a described in the scenarios. Two scenarios were used to illustrate
payment authorization function in an intranet at a private health the work, the functions and the problems encountered by two
care company. Video was recorded during six meetings with users. Below follows an example from one of the scenarios:
three different communities of practice in the company (users in Scenario 1. Anna is 45 years old and a nurse. She works at the
the client organization, users in the developer organization, and surgical ward, where she is manager during five years. One of
system developers in the developer organization). These groups her responsibilities as ward manager is performing the final
had conversations around three different kinds of design authorization of all the invoices. She has just met the last
representations: user interface sketches, scenarios, and dynamic patient for the day and has now time left for some paperwork
computer prototypes. The video material was transcribed and before going home for the day. She sits down by her computer
analyzed in terms of themes and perspectives. and logs in on the portal. She can see under My Task that she’s
got three new invoices. Anna opens the first invoice and looks
at it. She looks at the pdf-image of the scanned invoice to get a


picture of what it is. But she is not sure whether the invoice phase we used a guide to secure data on the conceptual theme,
really is accurate. The best thing to do is to write a comment the functional theme, the structural theme, the operational
and ask if this invoice really is correct. Eva made the reception theme, and on the perceptual theme. We also wanted to cover
of the goods on the invoice so she should know. Anna chooses several perspectives on interaction (practical, social, aesthetical,
Eva’s name in the address field and sends the invoice. She then constructional and ethical). The designer in this project (the first
takes a look at the next one. She can see from the image that it author of the paper) had the goal of considering and moving
is a lab result. Peter has written in the comment that it is a between all themes of interaction design from all perspectives
collected invoice for all lab results from the last two months in the theoretical model. As a facilitator in the focus groups,
and that explains the unusually large total amount. But the however, she did not want to be dominating since that would
invoice has been put down to the vaccination account. That interfere with the effect of the prototyping techniques. A
must be a mistake. She changes the account and then she passive role was therefore chosen, where the facilitator asked
approves the invoice. open questions and answered questions about the design.
A dynamic computer prototype built in Runtime Revolution
was used to give the users a chance to interact with the system
3.4 Data Analysis
The video material from all sessions was analyzed using
(Figure 2). The prototype was a vertical prototype where only
thematic analysis [12, 16]. The first step was to get familiar
the main functions had been implemented.
with the material. The second step was to find meaningful
episodes in the text where participants expressed their view on
the interactive system or its usage. The third step was to
concentrate these episodes to short phrases that expressed a
central theme from the perspective of the participant and this
theme was noted in the margin. The fourth step was to
transcribe and time stamp the chosen excerpts and surrounding
context. The fifth step was to categorize every utterance
according to the themes of the interactive system that the
participants talked about, and according to the perspectives the
participants used. Utterances that could not be categorized
according to the model were put aside for further analysis and
generation of new categories. As categories were accumulated
the sixth step was to thematically organize categories in higher-
level categories. Finally the seventh step was to put together the
material for presentation based on the different communities of
practice, based on the themes of the interactive system, and
based on perspectives used.
The thematic analysis was inductive-deductive in nature
starting as bottom-up from the empirical material to identify
meaningful episodes and generate new themes, while also using
Figure 2. Screen dump from the computer prototype themes derived from the theory to code the material.

4. RESULTS
3.3 Focus Groups The results demonstrated that the choice of prototyping
Twelve different people participated and the focus group technique structure which themes of the interactive system that
sessions varied in size between three and five persons. There are discussed. For example, when the hospital staff discussed
were three stakeholder groups: the sketches, they dealt with the concept and talked about the
idea of the portal as such, about what kinds of systems there
1. The participants from the hospital staff included a ward should be in the portal. They talked about the importance of
manager, administrative staff, and financial manager. being able to work fast and easy. When they encountered the
2. The participants from the information and IT staff at the scenarios they talked more about how the functionality related
main offices included an IT-manager, an information to different organizational roles, and how the tasks were
manager, as well as personnel from the two departments. structured (functional theme at a general level). They did not
talk much about the main design idea (the concept) when
3. The third group was the system developers and the system discussing the scenarios. Finally when they encountered the
administrators.
computer prototype at the next meeting they talked more about
Two sessions with each of the three communities of practice flow of interaction (operational theme) and functionality at a
was held. In the first session, which lasted one hour for every detailed level. Figure 3 illustrates the degree to which the
group, the user interface sketches were discussed. In the second themes were discussed in the conversations around the different
session, which lasted two hours for every group, the scenarios prototypes.
were firstly discussed before the computer prototype was
If the conversation was focused on a theme, the star plot in
discussed. Accordingly, six sessions were held. Video was
Figure 3 shows the outermost position on the scale for that
recorded at which nine hours of video, in total, was recorded.
theme. If the participants talked about a theme, but did not
Every session was organized in the same way. The session focus on it, the position is closer to the centre of the star plot. If
started with a brief explanation of the design, the participants the participants took up a theme only when prompted to do so,
could then review the material themselves and ask questions. the mark on the scale is even closer to the centre. Finally, if the
We used a funnel approach in the focus groups [20] where the participants did not have anything to say about a theme, even
group got the opportunity to talk freely about the design, before when asked by the facilitator, the centremost position of the star
specific questions were covered. During the more specific plot was used.


Figure 3. Star plots of themes covered by the different groups

Looking at the strengths and weaknesses of the different Compare the general level of the statement above to the rather
prototyping techniques used in our case we noticed that the more specific statement in the excerpt below, from the hospital
design was covered on most themes when the user interface staff discussing the dynamic computer prototype:
sketches were discussed. This implies that the sketches do not “Can’t you get the place of cost in the description? I miss that
structure the discussion towards a specific focus, but contain the today, that it doesn’t say ‘Eyes, office supplies’ […] that’s how
necessary elements for discussing all themes. The conceptual we put it down to the wrong account.”
theme, concerning the main idea and purpose behind the
product, was mainly discussed when the groups talked about the The different communities of practice discuss almost the same
sketches, while the operational theme was more dealt with themes, even though the system developers focused primarily
when the dynamic computer prototype was discussed. Around on functionality, and the hospital staff had the broadest
scenarios, functions were discussed, but at a rather general level discussion. There is however a clear difference in the
compared to the user interface sketches and the dynamic perspectives with which they approached the themes (Figure 4).
computer prototype. The following excerpt comes from the The most interesting parts of Figure 4 is that the system
hospital staff discussing the scenarios: developers’ and system administrators’ discussions were
“So that I very easily, now I have some time, for time is such a completely dominated by a constructional perspective where
factor for everybody who works with this, that now I have half of all themes were expressed using a constructional
dedicated some time for this and then it must be super easy to perspective. The excerpt below is typical of that:
log in on the portal and get started.”


Figure 4. Star plot of the perspectives used by the different groups

“You cannot send it back to [Patrik], because the certification the star plots (0, 1, 2 or 3) has been added together and mapped
field is locked when the certifier certifies” to a greyscale and size of the circles. For example, system
“Can you have a flow so you know where the invoice is, so you developers on the social perspective scale score 3 (2 for sketch,
can stop the certifier?” 1 for computer prototype and 0 for scenario) at which the circle
is 30% black, and 3 mm in diameter). In this figure we can see
“But you cannot be approver before the certifier is done. There that all communities, regardless of prototyping technique, put
is no approver by definition before the invoice is ascribed to an weight on functionality. The hospital staff primarily used
account.” practical, social and aesthetic perspectives on functionality and
The two other groups were more alike, and they used a broader structure. The information and IT staff primarily used practical
spectrum of perspectives. The hospital staff talked, however, and social perspectives on functionality. The system developers
more about the aesthetic experience of interacting with the primarily used a constructional perspective on functionality and
product: did not use an ethical perspective, and they did not consider
operational and perceptual themes. All prototyping techniques
“When you read this, I feel, it looks as if it is very easy to juggle
facilitated discussions from a practical perspective, but the
things back and forth. I mean, it’s very much this comments to
scenario did not encourage the participants to take aesthetic and
the other and you write comments back and so. And I hope it is
ethical perspectives, and it did not facilitate discussions on
that easy.”
operational and perceptual issues. The computer prototype did
To summarize the results, the star plots can be translated into not facilitate discussions on the overarching concept of the
visual weights, as in Figure 5, where the scores on the scales of design, but it did facilitate discussions on operational issues.


Figure 5. Visual weights where the scores on the star plots is mapped to greyscale and size of the circles

is covered in detail during discussions of the computer
5. DISCUSSION prototype, and this is because it is a form of expression where
Our results show that the boundary objects in the form of
the users get to experience the interaction. It can however be
prototypes worked as structuring resources for the focus groups.
experienced as final, which takes focus away from basic
The differences were rather in the perspective they applied to
functionality and the purpose of the design concept.
the themes; the system developers and system administrators
constantly took a constructional perspective, rather than a 5.1 Future research
practical, social, aesthetic or ethical perspective, regardless of Our results are so far based on a case study research, and should
prototyping technique. The other communities were applying a be regarded as working hypotheses. Additional case studies or
broader perspective on design issues. The source of this experimental evidence could either corroborate them or falsify
difference is the decontextualization of the design that the them. The next step is to investigate what structuring resources
groups do, at which they communicate differently around it [6]. are working best to support communication in multidisciplinary
The perspectives and practices of the communities hence also groups. This type of research could further investigate the role
affect the interpretation of the prototypes and accordingly also of shared representations in the design process. Future research
affect the conversation. People focus on their own work context needs to address not only the communicative function of
and the objects of care that are important for their work. The sketches and prototypes, but also the cognitive functions: how
system developers and system administrators in our study were the sketch drives the thinking of the designer. There we may be
firmly rooted in their perspective and tended to filter out other able to identify issues of interest with regard to designer’s and
perspectives. This also corroborates earlier studies [6, 10, 24]. client’s perspective on the same project.
User interface sketches support for communication has also
been emphasized in earlier research [22]. The sketches have the 5.2 Conclusion
necessary elements to support a broad discussion and they are We observed that the prototypes structured the conversation in
not experienced as final at which the stakeholder groups are the groups. To facilitate discussions from a practical
encouraged to discuss also the functionality of the future perspective all three prototyping techniques worked well. The
system. The sketches combine graphical elements that give cues scenario did not facilitate a focus on aesthetic and ethical
from the work context of the stakeholder group, and their perspectives, and it did not facilitate discussions on operational
sketchy appearance promotes discussion. and perceptual issues. The computer prototype did not facilitate
discussions on the overarching concept of the design, to the
We observed that the scenarios were pure role prototypes. They
same extent as the sketches did. The computer prototype did
promoted discussion concerning structure, and function at a
however facilitate discussions on operational issues and
general level including social and organizational aspects. To be
interaction. The user interface sketches gave the broadest
more tangible, the scenarios can be complemented with graphs
discussion. The designer could therefore have made the choice
and sketches. The advantage of scenarios is that they do not
of prototyping technique based on what results he or she wanted
require any technical knowledge [8], but that is also their
from the discussion.
disadvantage. People with a technical background may have
difficulties relating to the narratives. Turning to the sketches, The set-up of the groups affected the conversation more than
they prototyped role, but also look & feel, while the dynamic the choice of prototyping technique. The results show that the
computer prototype also prototyped implementation. Interaction largest difference between the groups was not what themes of


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Enterprise Search Research Article: A Case Study of How User Interface Sketches Scenarios and Computer Prototypes Structure Stakeholder Meetings

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