UX Week 2007

Discussion Panel: Skills for Current and Future User Experience Practitioners

Tue, 25 Mar 2008 17:01:33 -0700

Changing working environments, complex business requirements, projects, and technologies are placing new demands on user experience designers. The site architectures, content inventories, wireframes, personas, and creative briefs that once formed the keystone of our user experience toolkit, only represent a portion of our responsibilities now.

This panel will continue the skills discussion introduced by Liz Sanders in her participatory design workshop. We will examine the skills, methods, ideas, and approaches required for future user experience practitioners. Panelists will share their experience and discuss current and future challenges in building user experience groups and preparing future practitioners for success.

Panel Members

* Liz Sanders
* Peter Merholz
* Andrew Hinton
* Kevin Brooks

About Sarah B. Nelson

Sarah B. Nelson is a design strategist for Adaptive Path. She has ten years of experience in interactive media, designing kiosks, mobile and online experiences for clients in a variety of industries. Sarah has a particular passion for practice development, conducting research into methods for improving collaboration, supporting creativity, and encouraging innovation.

Sarah brings a unique blend of creative vision and technical expertise to her work. Her research-focused approach to interaction design has produced successful results for clients such as the Federal Home Loan Bank, Home Street Bank, AOL Mobile, The Metropolitan Opera, and The Royal Victorian and Albert Museum.

Before joining Adaptive Path, Sarah managed the creative team and developed the user experience practice at POP, an interactive design firm in Seattle, Washington. A classically trained violinist, Sarah graduated from the Interlochen Arts Academy and received a B.A from Oberlin College in visual arts and electronic music. While completing her Masters at the Institute of Design in Chicago, Sarah focused her studies on the definition and design of complex multi-modal systems supporting collaboration and communication.

Parallels in Cooking and Design

Tue, 25 Mar 2008 16:38:25 -0700

For those who manage creative organizations, the professional kitchen can provide inspiration for how to balance important principles like consistency, creative freedom and effective problem solving, all under stressful conditions. Ryan Freitas discusses these and other parallels between the worlds of the cook and the designer. Read more about Ryan’s recent article on this subject.
About Ryan Freitas

Ryan is a senior interaction designer for Adaptive Path, where he has worked with clients including Oracle, Flickr, Six Apart, BitTorrent, Socialtext and Sphere. With over ten years in the field, Ryan is an experienced and opinionated advocate for user-centered design, as well as an occasional writer, speaker and design award judge.

After graduating with a specialization in Human Computer Interaction at UC San Diego’s School of Cognitive Science, Ryan began his career designing and coding application interfaces for the semiconductor manufacturing industry. After transitioning to a role as a senior information architect at Sapient, he refined concepts and designed web applications and platforms for clients such as Janus and Nissan. In 2000 he moved to Tokyo, where he trained Sapient’s local creative team in interaction design practices.

After returning to San Francisco in 2001, Ryan freelanced as an interaction design consultant and worked with Williams’ Sonoma and the Home Depot on their retail website and kiosk designs. He joined Adaptive Path in the spring of 2005, where he now leads product strategy and design engagements. Recently, Ryan has assumed responsibility for Adaptive Path’s New Ventures program, working with startups to bring engaging and innovative offerings to market.

As a writer and conference speaker, Ryan has focused on collaboration tools, online media platforms, and community building.

Mobile Research Techniques

Tue, 25 Mar 2008 16:25:07 -0700

People love their mobile phones and they love the Internet. Based on user affinity for each, accessing Internet content on a mobile device should be a beloved and integral part of people’s lives.

However, despite development and investment by carriers, handset manufacturers, and content providers, mobile web usage has not enjoyed the success that was predicted and hoped for. While many speculate the release of the iPhone will create a tipping point for internet access via a mobile device, the future of how people want to interact with internet content on the mobile phone is still relatively nascent and undefined — and rich with opportunity.

In this session, you will:

* Receive an overview of the current mobile web landscape
* Discover research insights from mobile web field research
* Learn mobile user experience design principles

About Rachel Hinman

Rachel Hinman is a design strategist for Adaptive Path. Her focus is on developing insights about people and using those insights to create valuable user experiences that support business goals.

Rachel’s passion for people, design and business has been the driving force of her 10-year career in user experience design. Before receiving a Masters Degree in Design Planning from at the Institute of Design in Chicago, Rachel spent the first seven years of her career working as an interaction designer and user experience lead.

Prior to joining Adaptive Path, she worked within Yahoo’s mobile group, employing user-centered methods to inform the design and strategy of Yahoo’s mobile products. Her clients and previous employers have included IDEO, Microsoft, Yahoo, General Motors, Clorox, and Kaiser Permanente.

Participate to Innovate

Tue, 25 Mar 2008 16:12:13 -0700

Designing for a desired user experience requires an actionable understanding of the emotions associated with that desired experience. This requires user experience research. While user experience research typically focuses on analyzing “clicks” and usability, the emotional aspects of how it feels to use a website or how people wish an experience felt have great potential to inspire design teams and align entire companies. An understanding of the dreamlike experience and the interactive components that can make the dream a reality is an invaluable resource for creating meaningful websites.

Everyone is always asking, “How can we connect with our user?” Well, connections are usually emotional experiences. If you can answer the question “what is the desired user experience,” then all functions within an organization can begin to work together with common goals and inspiration. Bringing the desired user experience into reality, however, requires that all functions in an organization agree upon the desired experience.

In this presentation you will be introduced to a simple participatory design research approach that will not only uncover the desired user experience (aka the “connection”), it is also supported by quantitative and qualitative data. When all functions within an organization participate in the process, they “buy into” the approach and goals of the user.

In this session, you will:

* Learn a participatory design technique that uncovers the desired user experience
* Understand how this technique can map interactive design components to emotional experiences
* Realize the importance of involving all functions within an organization to participate in the research process
* See how to effectively communicate this research to the organization in order to achieve “buy in”

About Marty Gage

For two decades, Marty has pioneered participatory design techniques that liberate the unspoken desires of user populations. Marty’s body of work crosses industrial and consumer product categories, encompassing subject matter as diverse as weapons systems and baby diapers; using multi-sensory toolkits and state-of-the-art ethnography, he has provided creative fuel for a collection of international design firms, engineering companies and corporate design teams.

Marty currently heads the Design Research Practice group at lextant, a user-experience consultancy. Before lextant, Marty ran his own research firms: Rocket Surgery, which he founded in 2002; and SonicRim, co-founded in 1999. Before that, he spent ten years at Fitch, Inc., which he helped to establish as a leader in design research.

Marty has won numerous design awards and has published widely on the topic of design research, including a chapter on participatory design research methods in the book, Human Factors Testing and Evaluation Methods. He has served on the jury for the Business Week-sponsored Industrial Design Excellence Awards, and is frequently asked to speak at design conferences and schools. Marty holds a BA in Psychology from Hendrix College, and he earned his MS in Human Factors Psychology from Wright State University.

Designing With Your Users: Generative Tools for Collective Creativity

Tue, 25 Mar 2008 15:49:31 -0700

There has been significant interest lately from the business community in the value of design research and design thinking. This is particularly true when it comes to the very early front-end of the design process.

Generative Tools help create a shared design language that designers, researchers and other stakeholders can use to visually communicate with each other. The design language is Generative in the sense that with it, people can express an infinite number of ideas (e.g., dreams, fears, insights, opportunities) through a limited set of stimulus items.

In this session, you will:

* Obtain a map of the design research landscape as it has emerged over the last 20 years.
* Discover the newest developments in the research industry, with an emphasis on generative design research, characterized by design-led research from a participatory mindset.
* Discover the many ways in which Generative Tools can be used to inform and improve the design process.

About Liz Sanders

Liz is the President of MakeTools, a design research company that focuses on collective creativity. Liz is a pioneer in the use of participatory research methods in design, and her numerous design awards, patents, publications, presentations, along with her proven track record in the marketplace have established her as a global leader in the field of design research. She sees the emergence of a human-centered design revolution growing out of the current state of technology-driven innovation, and she frequently speaks about and teaches human-centered research and design to clients, colleagues and students around the world.

Liz was educated as a social scientist with undergraduate degrees in psychology and anthropology, followed by a PhD in Experimental and Quantitative Psychology. Previous client relationships include 3M, AT&T, Apple, Baxter, Becton Dickinson, Coca Cola, Compaq, IBM, Intel, Iomega, Johnson Controls, Kodak, Microsoft, Motorola, Philips, Procter & Gamble, Siemens Medical Systems, Steelcase, Texas Instruments, Thermos, Thomson
Consumer Electronics, Toro and Xerox. For an overview of Liz’s ideas about design, research methodology and more, visit MakeTools.

The Problem Solving Power of Stickies: Simple Tools that Deliver Great Results

Tue, 25 Mar 2008 15:34:40 -0700

Learn the true power of the sticky note — yes, stickies! — to quickly and effectively organize data, visualize themes, and identify patterns.. We’ll start with an overview of how Adaptive Path uses sticky notes (aka: Post-Its) in user experience projects. Then, we’ll jump into a set of hands-on activities to test your stickies aptitude and gain experience in multiple methods.

You’ll learn methods for rapidly visualizing and organizing data into clusters using sticky notes and how these simple, elegant, and versatile tools can help you untangle problems, set priorities, understand complex work flows, and gather feedback from others.

You’ll leave with a greater appreciation for the sticky note, a killer vocabulary for how to creatively use stickies, and an enhanced ability to sort, track, and organize information. You’ll be amazed what you can do with these simple little tools.
About Kate Rutter

Kate Rutter is a Senior Practitioner for Adaptive Path. During her ten plus years in the Web industry, she’s honed her talent for bringing companies and customers closer together through smart strategies and inventive design. She actively embraces the term “specialized generalist.”

The Psychology of Social Design

Tue, 25 Mar 2008 13:57:39 -0700

With the rise of YouTube, Craigslist and MySpace, there is a clear trend toward social design, or designing for the social lives of users. What isn’t so clear is how to design for different social situations that may not have appeared on the web before.

To help you attack this problem, we’ll look not only at current good and poor examples of social design, but also mine social psychology to get a larger view of how to design for the social lives of users. After all, humans are social animals. Software should be social, too.

In this session, you will:

* Learn the advantages of investing in social features.
* Discover how to expand current user-research strategies and apply social psychology to enhance the social design aspects of your next project.
* Explore new ways to get people to participate in your social-design-enhanced application.

About Josh Porter

Joshua is a leading member of UIE’s research team and has written extensively on such topics as Web 2.0, Ajax, web standards, and on-site search systems. Josh shares many of his design thoughts and commentaries on his personal blog: Bokardo.com.

Josh is responsible for overseeing the development of the User Interface Engineering’s web sites, managing UIE’s top notch team of web developers.

Josh received his Master’s degree in Information Technology and his Bachelor’s degree in Computer Science from Rensselaer Polytechnic Institute. He brings with him extensive experience and knowledge in the areas of human factors, usability testing, and web site design and development.

Smoothing the Way: The Designer as Facilitator

Tue, 25 Mar 2008 13:54:44 -0700

Even the best design teams, methods, architecture and tools are no match for a project beset with political infighting, divided priorities or unfocused goals. To truly make an impact, product teams need to have business buy-in and a shared understanding of the project’s direction. Often, it’s up to designers to smooth the way and facilitate this consensus.

By greasing the tracks in the early stages of a project, designers can gain the much-needed support of business stakeholders, avoid wasted effort, increase their influence (within their teams and the company at large), and make a more meaningful difference with their work. The key is to bridge competing viewpoints, develop a common vision and break through project roadblocks. And it all starts with the right combination of tools and techniques.

In this session, you will:

* Discover how to bridge competing viewpoints, develop a common vision and eliminate roadblocks on your next project.
* Explore the ways in which your existing design skill-sets can be expanded to improve communication within your team and throughout you company.
* Learn facilitation techniques to help engage business stakeholders and manage the conflicting priorities and lack of direction that so often derail a project.

About Jess McMullin

Since 1997, Jess has focused his career on understanding and developing positive user experiences for his clients and their customers. Drawing on sources ranging from social sciences and behavioral research to gaming, market analysis and future trends, Jess generates client insights that drive innovation and create better customer experiences.

Jess often speaks at conferences focusing on user experience, design thinking and innovation, topics he also writes about on a regular basis. His ideas have been featured in several user-experience books, including Lou Rosenfeld and Peter Morville’s Information Architecture for the World Wide Web, 2nd Ed. and Jesse James Garrett’s The Elements of User Experience.

In 2003, Jess founded nForm User Experience, a boutique consultancy that counts Comcast, Ancestry.com and the Canadian Patient Safety Institute as clients. Jess also organizes CanUX, the annual Canadian User Experience Workshop in Banff, Alberta, and he is the cofounder of the international Information Architecture Institute.

For Jess’s latest thoughts on business, design and innovation, visit his blog, bplusd (business + design).

Collaborating with Customers: Leveraging Design and Research Methods for Customer Success

Tue, 25 Mar 2008 13:52:05 -0700

Millions of people from around the world come to eBay every day, and the eBay user experience design group applies a range of design and research methodologies to understand and address the perceptions and needs of its widely varied customer base.

Jeff Herman and Ann Bishop will co-lead this session, sharing some of their methods for collaborating with eBay’s customers and exploring the ways in which they use customer insights to inform specific design solutions.

In this session, you will gain a better understanding of how to:

* Engage customers throughout the design process.
* Apply new methods to address a wide range of customer goals and needs.
* Seamlessly blend design and customer research to contribute to your success.

About Jeff Herman

Jeff leads eBay’s UI and Visual Design group, which is responsible for the design of eBay’s sites around the world. He has over 20 years of experience as a designer at Apple, Yahoo! and the MIT Media Lab, and he has been a guest speaker at CHI, BayCHI and various university design programs.

Jeff holds a master’s degree in Media Arts and Sciences from the MIT Media Lab and a bachelor’s degree in Business Administration from the University of Texas at Austin, and he has received 10 patents. He is also on the Advisory Board of an early-stage Silicon Valley startup.
About Ann Bishop

Ann manages the Content Strategy practice at eBay, which is responsible for the strategic direction and execution of eBay’s interface content globally. As one of the first user experience architects at eBay, Ann continues to bring a holistic design approach to her work, and she is leading efforts to define content strategy as a design practice rooted in human-centered design methodology, including user research, concept development and execution.

Ann has over 15 years experience designing interactive content for companies such as Microsoft, Travelocity and Yahoo!. She holds a BA in English from the University of California, Berkeley.

Pattern-Based Design Communication Techniques

Tue, 25 Mar 2008 13:48:19 -0700

Interactive behaviors are plastic, flexible things, always subtly shifting in response to the actions of the user. As such, they can be hard to pin down on the printed page. Demos can help express the vision of the design, but the nitty-gritty details must be committed to paper if the design is to survive the development rollercoaster. The challenge is to create a document that remains useful as requirements are added and timelines shift, a document so all-inclusive, it remains relevant even after new problems arise, elevating it to a level truly worthy of an axiom dear to developers’ hearts: “RTFM.”

At Cooper, a pattern language is used to structure documents and describe interactive behaviors. Patterns help designers express the design itself, break down the structure of the document into core elements (e.g., the table of contents, section headings, etc.) and lay out the page. Using Cooper projects as an example — including the company’s team structure, methodology and project scoping — along with an actual case study, this session will explore the many ways and means of documenting the wily interactive behavior.

In this session, you will:

* Get an overview of Cooper methodology, including team structure and project scoping.
* Discover methods of documenting interactive behaviors.
* Explore the use of pattern language as a tool for structuring a document and describing interactive behaviors.

About Doug LeMoine

Doug is the director of design communication at Cooper, an interaction design consultancy based in San Francisco. Since joining Cooper in early 2000, Doug has tackled design problems in neurosurgical planning, financial portfolio analysis, database marketing, telecommunication network construction and computer-assisted surgery.

Before making the move to Cooper, Doug coordinated inner-city literacy and job-skill programs, developed exhibits at a science museum, and taught city kids about where food comes from on a fully operating educational farm. For more information about Doug and his work, visit http://douglemoine.com.

New Sources of Inspiration for Interaction Design

Tue, 25 Mar 2008 13:45:28 -0700

Too often in the field of interaction design, designers only look at other digital products for inspiration. But this narrow stance soon leaves designers devoid of any fresh ideas. If we were to look at the physical world around us, there are sources of inspiration that interaction designers have barely tapped. We should examine mechanical objects and observe their workings. We should look to nature, with its variety of forms and its intricate ecologies. And we should incorporate lessons from other applied arts such as architecture and film into our designs, drawing from their rich histories and products. Let’s turn our eyes to the vast and varied world we inhabit and discover what we can use.
About Dan Saffer

Dan Saffer is a senior interaction designer for Adaptive Path. Dan has developed successful designs for transactional and e-commerce sites, as well as for applications and devices. He’s worked with a wide variety of organizations, from startups to Fortune 100 companies.

International Spy Museum: Orchestrating the User Experience

Tue, 25 Mar 2008 13:42:31 -0700

In recent years, museums around the world have been redefining interactive experiences. Museum interactives are environmental and experiential – offering visitors opportunities to experience history, technology, culture and science in custom-designed, dedicated spaces that include artifacts, lighting, audiovisual elements, electro-mechanical technologies, graphics and scenic treatments. The International Spy Museum in Washington, DC has earned industry-wide acclaim for its interactive visitor experiences.

This session, presented by the Museum’s lead exhibition designer and lead interactive developer, will explore both the overall exhibition design process and the development of specific interactives created for the Museum.

In this session, you will:

* Gain an understanding of museum exhibition design approaches
* Learn about the process of determining what content is best conveyed through interactive exhibits
* Look at interactive experiences from a different perspective
* Explore the intersection of education and entertainment
* Hear anecdotes describing how brainstormed ideas evolved into successful interactive visitor experiences

About the International Spy Museum

Learn about the authentic tradecraft that has been used throughout time and around the world. Hear spies, in their own words, describe the challenges and the “game” of spying.

A spy must live a life of lies. Adopt a cover identity and learn why an operative needs one. See the credentials an agent must have to get in-or out, as in the case of six Americans exfiltrated from revolutionary Iran in 1979, courtesy of the Canadian Ambassador-and the CIA. Proceed directly to the Briefing Film where you’ll come face to face with the real world of spying.

Examine over 200 spy gadgets, weapons, bugs, cameras, vehicles, and technologies. Learn about microdots and invisible ink, buttonhole cameras and submarine recording systems, bugs of all sizes and kinds, and ingenious disguise techniques developed by Hollywood for the CIA. Uncover the stories behind the spycraft, why and how these artifacts were developed, and by which side. Survey over 50 years of spy technology, developed by agencies from the OSS to the KGB, and still in use today.

Search: The Purest Expression of Interaction Design

Tue, 25 Mar 2008 13:37:52 -0700

Search on the web is ubiquitous. Everyone knows and uses Google. Most websites include a way to search the content within their pages and web users are often classified as either searchers or browsers. For many companies, search is considered a solved problem—you get an engine, point it at your content, add an entry box to your global navigation and you are done. This couldn’t be further from the truth.

As experience designers, we have an obligation to understand how search works so we can craft an experience that enhances the lives of our users. For too long we have lived at the mercy of vendors and IT departments and their directives of how search should work. We need to understand what goes on under the search covers so we can put the focus back where it belongs—on the person using the tool, not the tool itself.
About Chiara Fox

Chiara Fox is a senior information architect for Adaptive Path. Chiara has developed successful information architectures for intranets, informational websites, and e-commerce sites. She’s worked with Fortune 100 and 500 companies such as PeopleSoft, AT&T, Square D, L.L. Bean, and Hewlett-Packard.

The National Building Museum: From the Inside Out

Thu, 29 Nov 2007 17:13:20 -0800

Many museums present exhibitions about architecture and design. In doing so, they typically treat buildings and other designed objects much as they do paintings, drawings, or sculptures — as individual creative works to be appreciated primarily for their beauty or craftsmanship.

Learning from Adaptive Path’s Mistakes

Thu, 29 Nov 2007 17:09:23 -0800

Every now and again, a project just jumps the rails — all the best intentions and planning just don’t stack up to the unanticipated challenges. After the dust settles, all we can do is learn from our mistakes and move on.

Semantic Technologies

Thu, 29 Nov 2007 17:05:05 -0800

Apart from information discovery and aggregation, not much has been written about how semantic technology can be leveraged to improve user experience as a whole. This is unfortunate for a technology where the “semantic” is often overshadowed by the “web.”

Visual Vocabulary for Rich Internet Applications

Thu, 29 Nov 2007 17:01:52 -0800

Flow diagrams are a key component of an interaction design specification. Jesse James Garrett’s Visual Vocabulary uses a set of simple shapes to diagram user flow and illustrate basic relationships between webpages.

Making Research Effective

Tue, 09 Oct 2007 09:52:20 -0700

Creating engaging and enjoyable user experiences requires a solid understanding of the people your product or service is meant to serve. Unfortunately, many companies don’t really understand their customers — even companies with large research groups. But understanding people takes more than simply hiring researchers armed with PhDs and the latest methodologies. […]

CNN.com Relaunch Case Study

Thu, 29 Nov 2007 12:51:15 -0800

CNN.com recently unveiled the latest evolution in online news: an intuitive, integrated Web site that gives users the global, national, and local news they find most relevant to them. The goal of this undertaking was to enhance and simplify online news for consumers to allow them to interact with news in more ways than ever before.

Inclusive Iterations: How a Design Team Builds Shared Insights

Thu, 29 Nov 2007 12:48:38 -0800

This session will focus on the ways in which human-centered researchers team with colleagues across disciplines to transform a mass of data -- field observations, contextual interviews, secondary research and anecdotal stories -- into actionable design principles.

Documentation: Choosing the Right Tool for the Job

Thu, 29 Nov 2007 12:45:43 -0800

Every document created by web designers contains many layers of information. Too few layers, and the ideas within lose context and meaning. Too many, and the important ideas become obscured. Choosing the right ideas to include can make or break a document, or even the entire project.

Stone Soup: Stories and Storytelling for Collaboration

Thu, 29 Nov 2007 12:41:32 -0800

We listen to stories for enlightenment and tell stories for education and entertainment. Everyday people are convinced, impressed, enlightened, discouraged, encouraged and swayed by the stories others tell in the workplace. In business time may be money, but the power of a good story, well told at the right time, has changed the course of individual careers, corporations and entire industries.

How to Manage a User Experience Team (Without Losing Your Mind)

Thu, 29 Nov 2007 12:36:25 -0800

Most of us who practice user experience design are generalists. We need to know enough about technology to work with engineers. We need to know enough about visual design to work with designers.

The Conversation Gets Interesting: Creating the Adaptive Interface

Thu, 29 Nov 2007 12:42:03 -0800

As the technology for supporting more personalized experiences becomes available, we’re entering a new era of “adaptive interfaces,” where functionality is revealed over time and interface elements change based on individual usage. We can create interfaces that respond, suggest or change based on actual usage data.

Capturing the Whole User Experience

Mon, 10 Sep 2007 22:13:01 -0700

Businesses that pay attention to the entire spectrum of customer interaction, and actually get it right (at least most of the time), win their customers’ attention and loyalty. And the key to creating a business that addresses the entire spectrum of user experience is to build empathy with your customers.

Sketching in Code: Using Prototypes to Visualize Interactions

Mon, 10 Sep 2007 22:08:52 -0700

As Ajax, RIA’s and Agile methods become ever more common, we increasingly hear about the value of prototypes for design and development. Unfortunately, choosing the right prototype can be an exercise in uncertainty. To get a better handle on the prototype process, we will survey several different types of prototypes, with special focus on the appropriate […]

Mobile Usability Testing

Wed, 05 Sep 2007 16:03:16 -0700

User and usability testing of mobile applications requires an understanding of when to use devices, emulators, laboratories and field testing. This session targets user-experience professionals, teaching them how to expand and adjust their current testing procedures to address mobile applications and websites.

Going Mobile: How to Choose Target Platforms and Devices?

Wed, 05 Sep 2007 15:58:39 -0700

There are dozens of development platforms in the mobile sphere. And 1,700 different devices on the market, each with its own rendering idiosyncrasies. Of course you also have to contend with carrier influence and distribution.

Communicating Ideas Throughout an Organization

Wed, 05 Sep 2007 15:54:16 -0700

Creative Project Leads and Team Managers face numerous challenges in a corporate environment. Often their working styles or problem-solving skills differ from the methods used in other departments, creating communication and collaboration issues.

Learning Interaction Design From Everyday Objects

Wed, 05 Sep 2007 15:53:25 -0700

Like every other design discipline, an important component of self-education is learning to critically examine what others have produced. And when it comes to interaction design, there are plenty of good and bad examples to guide us.

UX Design as Communities of Practice

Wed, 05 Sep 2007 15:53:33 -0700

The cluster of practices and professions we’ve come to think of as supporting User-Experience Design is still a new, strange territory for many of us. How does a person’s discipline define that person’s work? What skills, methods and tools should be the purview of a given role? It turns out that these are age-old issues […]