Kensing, Finn: "Prompted Reflections: A Technique for Understanding Complex Work", ACM Interactions, Vol. 5, 1998, pp. 7-15.

Abstract

The article presents a technique, Prompted Reflections, that has proven helpful in projects whose aim was to design IT support for complex work settings. Prompted Reflections refer to two situations: One where users make and discuss freehand drawings to elicit breakdowns, cumbersome practices, and potentials for IT support. And the other where IT designers use the drawings and recordings of the discussions to encourage their reflections on the same issues. Complex work is here understood as involving materials, tools, work processes, and products of which external designers have no prior knowledge, and for which users working in the organizations in question, have received many years of training. The technique may be used as part of any design method, it was developed however as part of a particular design method. This method deals with design in specific organizational contexts where external designers cooperate with users and managers of the organizations in question. The method is outlined briefly to provide the reader with an understanding of appropriate contexts in which to use the technique. The >>why<<, the >>what<<, and the >>how<< of the technique are explained and illustrated through examples from a project, where the author worked as an external designer. Some results from using the technique in that project also are presented.