Engaging complexity in usability through assemblage

Communication Design Quarterly Apr 2013

Engaging complexity in usability through assemblage

Gregory Zobel

Abstract

In 2011, I faced a complex research problem: how could mobile device user experience (HCMVX) of visitors to Humboldt County, California, be measured and improved? Mobile visitors are visitors who actively use their smart mobile devices, like smart phones and iPads but not laptops, while on vacation. In 2011, there were no official records or policies regarding mobile visitors and little local awareness of mobile tourism in Humboldt County. No one had measured mobile visitors' experience in Humboldt County and few officials had any idea on how to improve these visitors' experiences. This information and policy gap also meant there was no clear way to contact mobile visitors or arrange for mobile usability tests. I faced a complex system with no clear starting point. Traditional usability methods did not initially help because the majority of usability methods rely on clearly identified users, tasks, or goals. While I planned to use traditional usability methods once the users and usability problem(s) were identified, it was necessary to first locate and identify the users and their tasks and goals. Using Deleuze's assemblage concept, I approached the complex system of HCMVX, identified potential points of engagement, conducted field research and interviews, analyzed, and wrote up my results in less than six months. Local officials took my results and reshaped part of their policies and merchant training based on my data and conclusion. Deleuze's assemblage offers usability practitioners a means to approach complex systems and rapidly identify points of engagement.

Journal: Communication Design Quarterly
Published: 2013-04-01
DOI: 10.1145/2466489.2466494
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Topics: technical communication

Citation Context

Cited by in this index (1)

Arduser (2018)

Impatient patients

Communication Design Quarterly

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