Milestone 2.5

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User Enactment Storyboards

Introduction:

Below, we have documented the storyboards for five user enactments in which the participant tries to navigate the cultural norms and behaviors of the fictitious island country of Capella with the help of a mobile device. The participant goes through two scenarios: dining in a restaurant (a public scenario with relatively low pressure), as well as visiting the home of a high-end business client (a more intimate scenario with relatively higher pressure). The dimensions we are trying to explore include the proactivity of the system (high, medium, low) as well as the level of ambiguity in the information presented by the system (high, medium, low).

Scenario 1:

Storyboard c3

Rationale: We want to see how people who have high ambiguity and likes device to have a high proactivity react to the device’s action when they make a culture breach unconsciously.

Questions we are trying to answer:

  • How will user react to the performance done by the device?
  • Is the user going to be curious about why the device charges his card?
  • Is the user going to be worried about his bank account security?

Expected Typical Outcome: The participant would be shocked by the outcome that the device automatically gives the restaurant tip without his consent OR the participant is happy that the device has done the necessary step for him to avoid culture breach and brings him convenience.

Scenario 2:

storyboard-c8

Rationale: We want to see how participants react to passively receiving contextual clues about normative behavior in a public, everyday scenario. Giving some contextual clues plays to people who might be more “discovery” oriented — who wish to explore these unknown behaviors themselves, rather than being told what to do.
Questions we are trying to answer:
  • How will users react to receiving contextual clues about normative behavior? (Are contextual clues useful?)
  • How will users react to receiving the above information passively, rather than proactively?
  • How will users react to receiving contextual clues in a public, everyday environment (such as dining out) which require interacting with strangers, versus a more private social environment?

Expected typical outcome: we expect that the participant might be slightly frustrated that the device is only divulging clues to correct normative behavior, rather than explicitly telling the participant what s/he should do, especially when the waiter is acting rudely towards them. It is possible with this scenario that the participant could try a multitude of different methods to find out what that correct behavior is (ie, ask the waiter, Google it, phone a friend, etc). Or, the participant might not try to find out what that behavior is at all, in which case the scenario would play out with the waiter being rude to the participant until the very end.

Scenario 3:

storyboardc10

Rationale: We want to see how participants react to being told about the norms of a situation before entering that information by being provided private, and personalized advice.

Questions we are trying to answer:

  • How will participants react to advice or suggestions?
  • Are they satisfied with vague information, or will the definitely hit “more info”?
  • Is this level of proactivity convenient? Why, or why not?
  • Would they rather rely on this device for their informational or do they prefer environmental cues?
  • Are there any doubts as to the validity/credibility of the information being provided?

Expected outcome: Since we are trying to simulate an unfamiliar locale with unique customs and practices that are unknown to the participant, we believe that they will be receptive to the advice provided to them by our device. We believe they will find it helpful because they can check the information discreetly at their own convenience, and are notified before entering the relevant situation.

Scenario 4:

New Doc 4_1

Rationale: We want to see how participants react to observing and picking up cues from the environment and themselves initiating the activity in a system to help them decipher as to how different the unfamiliar cultural setting is and find out ways to learn more about the same.

Questions we are trying to answer:

  • How will participants notice that they are doing something wrong?
  • When will they have this realization?
  • Would the system telling them that there is a cultural difference be enough?
  • Would a less proactive system help the users in this endeavor?

Expected typical outcome: We expect that the participant would be surprised by some untoward behavior that he/she experiences at the client’s home (set) and then uses the system to see if his culture was too different than the clients. If different we want the participant to be more watchful and alert hence forth. The participant may or may not choose to see more about Capella’s Culture.

Scenario 5:

photo (3)

Rationale: We want to see the interaction between the device and user in private high impact situations.

Questions we are trying to answer:

  • How socially feasible is it for participants to interact with the system in private and high impact social situations like visiting a clients home for dinner?
  • How quickly the user understands the differences in culture, norms and behaviors and then comply with them?

Scenario Matrix

Ambiguity Proactivity Dining Out (Public) Visiting a Local’s Home (Private)
High (Don’t tell me anything)
High (app completes action) The user is on a vacation for the first time in Capella, a small island country. He walks into a restaurant for lunch, sits down, and tells the waiter what he would like to eat. The system notifies the user that he has made a cultural breech, but the system has taken care of the mistake for him (automatically given a tip to the restaurant at the beginning of a meal, without needing the user’s consent). The user finishes his meal, pays, and leaves. The user is from USA and is visiting a high-end client, who is local Capellian. The user needs to make a good impression on the client. Through the user’s calender, the system knows that the user is planning to visit the client. There is a custom in Capella, that when you are visiting someone, you should bring them some flowers. The system orders a bouquet on the user’s behalf and delivers the flowers to the user’s hotel so he may bring them to his client’s home. The system also notifies the user that there was a local norm that the user was unaware of and that it has taken care of it.
Med (app initiates the action) Upon entering a restaurant for lunch, the user receives a light buzz from the system. He looks down at his phone. The system displays that the difference in dining etiquette between his home country and Capella is “High”. He decides to pay attention to the surrounding diners to observe any behavioral differences.(He observes that other diners seem to lay 2 Capellian coins down on the table before the waiter comes over to talk to them. He mimics this behavior, the waiter comes over, he orders his meal, pays, and leaves.) On his way to his Capellian client’s house the user receives a buzz from the system. He looks at his phone and finds out that there are strong etiquettes that the user should follow while visiting the locals of Capella. The system displays that the etiquette differences between his home country and Capella are “High”. He uses other means to find out what this etiquette is before proceeding to his client’s home.
Low (user initiates action) As the user enters a restaurant and sits down, he notices that the waiters are not attending to him, despite his beckoning. He decides to check the device to see if there were any culturally relevant behaviors he was supposed to pay attention to. Upon browsing “etiquette for dining out” in “Capella” (the system knows he is not from Capella), the system shows him that the difference in dining etiquette in the two cultures is “High”. The user decides to pay attention to surrounding diners and picks up on the cultural norms.(Either by asking other diners, or upon further observation, he picks up on the fact that the people next to him have 2 Capellian coins laid out on the table as the waiter walks over. He then mimics this behavior, orders his meal, eats, and leaves.) The user has just finished a business meeting with a high-end client in the client’s home. However, the user reflects upon the experience and thinks that the client seemed a bit offended or unhappy at his behavior during the meeting. The user checks the system to see how similar are the culture and norms of his home country to that of Capella, with respect to visitation etiquette. The system does a background comparison on the two cultures and tells the user that the differences are “High”. The user becomes careful and decides to pay greater attention to the environment and try to learn from it.
Medium (tell me some clues)
High (app completes action) The user is on a vacation in Capella. He visits a restaurant and, as he is trying to get the waiter’s attention, his receives a buzz from his phone. The system prompts the user: “Did you know that tipping behavior is very different in Capella than in your home country? But don’t worry, I have taken care of this for you this time.” (Automatically given a tip to the restaurant at the beginning of a meal, without needing the user’s consent). The user proceeds with his meal, pays, and leaves. On his way back home from the house party of his Capellian client, the user gets a buzz from the system. The system notifies the user: “Did you know there is very formal etiquette for departure when you are leaving someone’s house? Don’t worry though, I took care of it for you.” (system has texted the host, thanking him three times for his hospitality).
Med (app initiates the action) Upon entering a restaurant for lunch, the user receives a light buzz from the system. He looks down and decides to open his phone. The system prompts the user: “Did you know that tipping behavior is very different in Capella than in your home country?” The user stays alert and pays attention to those around him. (He learns that it is customary to give a part of the tip at the beginning of the meal, as an unspoken indication of how much you want the server to attend to you during the meal. After the meal, the tip amount is loosely defined and up to the diner. The user then proceeds to perform these behaviors, orders his meal, eats, and leaves.) The user is from USA and is visiting his Capellian business client. Making a good first impression is of utmost importance to him. Upon entering his Capellian client’s house the system makes a buzz. The user looks at his phone and finds that there are significant differences in the norms and behaviors between his home country and Capella and that he should be careful when he goes out other peoples houses. Since the user did not want to upset his client, he decides to find out the differences that are severe in nature. He Googles to learn about all the important norms and cultural differences. He makes sure that he does not fall out of line often.
Low (user initiates action) The user is on vacation in Capella from his home country. He goes out to lunch, but throughout the course of his meal he notices that the wait staff is rude and cold to him. Unsure of what is going on, he decides to check the device to see if there were any culturally relevant behaviors he was supposed to pay attention to. Upon browsing “etiquette for dining out” in “Capella” (the system knows he is not from Capella), the system displays “Pay attention to tipping etiquette in Capella, else the waiters might be rude to you — it is very different than what you are used to.” He takes note of this and stays alert to those around him, and keeps this notion in mind for next time he is dining out. The user is from USA and is visiting his Capellian business client. Making a good first impression is of utmost importance to him. Before entering his Capellian client’s house, the user checks the system to see how similar the culture and norms of his home country are to that of Capella. The user finds that there are “High” differences in the norms and behavior. Since the user did not want to upset his client, he decides to find out what differences are severe in nature. He calls his other friend who has been to Capella and tries to learn about all the important norms and cultural differences. He stays alert, observes and carefully initiates his actions.
Low (Tell me everything)
High (app completes action) The user is on a vacation in Capella from his home country. He visits a restaurant. As soon as he enters the restaurant, the system recognizes the place and compares dining norms in Capella that are different from the user’s home country. According to the database, tipping etiquette is most different. As the user sits down and picks up the menu, he receives a notification from his phone, with a message telling him that, in Capella, it is customary to pay part of the tip at the beginning of the meal, as an indication of how often you want the server to attend to you. The system also tells him that it has already taken care of this pre-meal tip for him, and has tipped the average amount. The user then proceeds to order his meal, eat, and leaves. The user is from USA and is visiting his Capellian business client. Making a good first impression is of utmost importance to him. As soon as he lands in Capella the system tries to find out the differences and in culture and in norms. The system knows that the user is visiting his friend through the user’s calender entry. It alerts the user that it is a custom to give flowers to the host when you visit their house. Additionally, it tells the user that it has taken care of this norm and has already ordered a bouquet. Next, the system shows the tips from other US visitors on the norms and behaviors that the user should follow when greeting the client and his wife.
Med (app initiates the action) Upon entering a restaurant for lunch, the user receives a light buzz from the system. He looks down at his phone. The system notifies him that there are cultural differences in tipping etiquette in Capella (where he is visiting) compared to his home. According to a popular tip that other people from his home country who have visited Capella have uploaded into the system, the user reads that when dining in a restaurant where there is a waiter/waitress, it is typical to pay part of the tip beforehand by laying the money out on the table as an unspoken indication of how much you want the server to attend to you during your meal. The average pre-meal tip is 2 Capellian coins. This tip is voted as “popular” by other users in the system. The user then performs this behavior, eats, and leaves. The user is from USA and is visiting his Capellian business client. Making a good first impression is of utmost importance to him. As soon as he lands in Capella the system tries to find out the differences and in culture and in norms. The system knows that the user is visiting his client through the user’s calender entry. It alerts the user that it is a custom to give flowers to the host when you visit their house. Additionally, it shows the user as to where he can get the bouquets from and what kind of bouquet he should get. Additionally the system asks the user to check out certain travel blogs that blogs that might give the user more information about the cultural differences.
Low (user initiates action) The user is on vacation in Capella. Upon sitting down in a restaurant for lunch, he notices that the waiter is not coming to serve him, despite his attempts at getting his attention. He decides to check his device for any culturally relevant behaviors he is supposed to pay attention to. Upon opening the system, he sees that there are cultural differences in tipping etiquette in Capella (where he is visiting) compared to his home. According to a popular tip uploaded by others from his home country who have visited Capella before, the user reads that when dining in a restaurant where there is a waiter/waitress, it is typical to pay part of the tip beforehand by laying the money out on the table as an unspoken indication of how much you want the server to attend to you during your meal. The average pre-meal tip is 2 Capellian coins. This tip is voted as “popular” by other users in the system. The user then performs this behavior, eats, and leaves. The user is from USA and is visiting his Capellian business client. Upon reaching his place the user notices that everyone in that house is acting weird towards the user. The user becomes suspicious and decides to check the system for any norms or cultural breaches. He finds out he has to greet everyone 3 times in Capella and this was considered as an essential norm. Additionally, the system educates the user about what the user should do in case he breaches this norm, based on what the other travelers who had been to Capella did. The user corrects his behavior based on the information he gained and pleases everyone at his clients house.
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