eduHcc lesson2-3

Human Centered Computing

@ Sónia Sousa, 2014

IFI7172, Lesson 2

Objective

• The objective of this lesson is to – Activities• to work on a HCC Common understand; (45m)• Second reading assignment. (15m)

– Lecture (1:30m)• to introduce the notion of socio-technical system; and• to explain why Socio-technical considerations should

influence the design.

@ Sónia Sousa, 2014 2

FIRST ACTIVITY

HCC Common understand

• Human Centered Computing key concepts– Group of 4 work on a common understand

• 30 minutes– go to Gdocs– build a Concept map or Mind map base on those concepts and

your previous reading » you can use Cmaps tools » or you can use this online tools

• http://www.wisemapping.com/• http://www.mindmeister.com/

– Present • 10 minutes

SOCIOTECHNICAL SYSTEMSFundamental notions

WHAT IS A SYSTEM?

Definition

• A set of things working together – as parts of a mechanism; or – an interconnecting network;

• A complex whole

Systems

• Information systems – are essential components of broader systems

• human, social or organizational.

• i.e.:– A system for a library

• is part of a broader system that includes– hardware and software– information searching process– external library resources– system users (operators); – the organization that depends on

» manage, updating, cataloguing the resources

CharacteristicsPure technical systems• Systems who

– People is not part of• the process • the system.

• i.e.– A word processor used to

write a book.• Isolated approach

– Focus on • Individual performance

– technical/operational processes

Social/technical Systems• Systems who is

– governed by organization polices and rules • Norms, culture, laws,

sanctions, roles

• i.e.– Wikipedia

• Distributed approach– Focus on

• Work group interactions– Social/

technical/operational processes

Characteristics STS

• Technical systems– Computers, networks,

and software– Aim

• Serving the needs of users

– Focus on• Reliability• Usability• user experience

• Social Systems– people, procedures,

policies, laws, and many other aspects

• Social activity – Relationship between

• technical infrastructure and

• social interaction

The Technical level + Social level

change of behaviors

how personal and social requirements can be met by the

system design?

Systems

Layers in the STS stack

• Mechanical– Hardware devices,

• some of which may be computers, connectors, cables.

• Information– Operating system

• a set of common facilities for higher levels in the system.

– Communications and data management• Middleware that provides access to remote

systems and databases

LOWER LAYERS

Layers in the STS stack

• Community– Organizations

• Organizational/business activities – affects the operation of the system.

– Society• Laws, regulation and culture that affect the operation of the

system.

• Personal– Application systems

• Specific functionality to meet some organization requirements.

– Business processes• A set of processes involving people and computer systems that

support the activities of the business.

LOWER LAYERS

KEY POINTS

Socio-technical systems

• Exists to serve some organizational purpose.– As a Organizational system• it applies social requirements to software design.

• It includes:– Computer– Software– Business processes– Organizational rules and regulations– Human operators

the social and organizational environment

in which these systems are used

IT systems

STS Components

• Operators– the people who use the system

• Procedures and Processes – ways of working that use the system

• Policies – rules and regulations that govern work and the way that it is done

• Standards – definitions of how work should be done across the organization

• Culture– the ways in which work is done in a local, professional and national

setting

17@ Sónia Sousa, 2014Source: interaction-design.org

Main aim is to…

• Identify communication, amongst all kind– of human activities– To learn and development strategies to • change the basics of peoples

– beliefs, attitudes; and – relevance of values of the current organization

– To …• better absorb disruptive technologies• shrinking or exploding market opportunities • ensuing challenges and chaos.

19@ Sónia Sousa, 2014

Source: interaction-design.org

But… this is not

• As… simple as linking– sociological principles to technical effects

• It explores as well– how social/technical aspects integrate • into complex system

• It aim is to further– explain how this integration can happen, • by which factors it is influenced? • how it can be observed?

SUCCESS AND FAILURE

Facts-building

• The increasing use of, – network environments; • Collaborative authorship;• Corporate teamwork, • Social networks, • Scientific research.

• Challenges – the design and success of such

environments…

Socio/technical factors needed to be consider

Facts-building

• As they become complex– Becomes hard to • Cope with the unexpected

• Technical systems – Are not the answer because • They are rigid; and • Usually unable to cope with circumstances that have

not been envisaged by their designers.

Socio/technical factors needed to be consider

Cope with this changes

• Assumes that Human elements (people)– do not always behave in the same way• It allows people

– To cope with the increase workload;– To prioritize tasks according to their perceived importance– To dynamically adapted; and – To cope with organizational or external changes

Cope with this changes• Assumes that failures are inevitable– As the System behavior is unpredictable • Technical reasons

– opaque and uncontrolled components,» who cannot be completely understood

– frequent changes in components » HW, SW and data

• Socio-technical reasons– changing the contexts of use changes

» Effectiveness judgment– As people are different there is

» Different interpretations of ‘the problem’ can be provided

Cope with Failure

Technical view: • Principle

– a failure is ‘a deviation from a specification’.

– Failure is absolute • the system has either failed

or it hasn’t

• observe a system’s behavior – detect failures.

Social view:• Principle

– Failure is a judgment

• This judgment depends on:– The user expectations– The user knowledge and

experience– The user role– The user context or situation– The user authority

Cope with Success

• Different stakeholders have their own views about whether or not a system is ‘successful’– Success • is a judgment and cannot be objectively measured.

– Success• is the effectiveness perception when using the system

– Before/during and after deployed

• rather than a judgment against the original reasons for development.

Success steps

• Complex systems are developed to address – ‘wicked problems’• is a form of social or cultural problem that is difficult to

solve because of incomplete, contradictory, and changing requirements.

See:https://www.wickedproblems.com/read.php

Level Requirements Errors

Community Reduce community overload, clashes, increase productivity, synergy, fairness, freedom, privacy, transparency.

Unfairness, slavery, selfishness, apathy, corruption, lack of privacy.

Personal Reduce cognitive overload, clashes, increase meaning transfer efficiency.

User misunderstands, gives up, is distracted, or enters wrong data.

Informational Reduce information overload, clashes, increase data processing, storage, or transfer efficiency.

Processing hangs, data storage full, network overload, data conflicts.

Mechanical Reduce physical heat or force overload. Increase heat or force efficiency.

Overheating, mechanical fractures or breaks, heat leakage, jams.

• Properties to explore– In the design study; or as– Part of system functionality • Process changes - Does the system require

– changes to the work processes in the environment?

• Job changes - Does the system – de-skill the users in an environment; or

– cause them to change the way they work?

• Organisational changes - Does the system change – the political power structure in an organisation?

Values to considerDesign

Values to consider• Properties to explore

– Effectiveness• Deployed system is more effective in supporting organization

processes

– Dependability• Reduced probability of usage errors• More effective error recovery

– User satisfaction• Better user acceptance of new systems• Positive experiences

– Faster ‘time to value’• Fewer mismatches between system and work

– Shorter assimilation period for new systems.

System

Values to consider• Properties to explore

– Competence to be productive; – Trust to get synergy;– Connectivity to generate agreement/cooperation; – Freedom to adapt and innovate;– Openness

• to generate innovation/creativity (outside and inside);

– Rules to define • responsibilities; • Ownership to prevent property conflict;

– Openness• to generate innovation/creativity (outside and inside);

– Privacy • to relieve citizens from the pressure of social interaction.

Community

Values to consider

• Social synergy – arises when people work to create each other's outcomes.

• Positive synergy is a adding value to others– Negative synergy is reducing it.

• Synergy is destroyed by – anti-social defections, or crime

• Ex: leading to lack of Trust

• Answer is to investigate– Why people Trust

• Not so much why people don't trust

Synergy

SOCIAL-TECHNICAL DESIGN

Socio-technical design

• Application – Observe community requirements to people; and • Design software and hardware that facilitates it.

• Aim is..– Minimize the gap between• what technology supports; and • what people want.

(Ackerman, 2000)

People should be involved in the design

Clearly define the relationships between technology and social

(community, work, personal…)

Design approach

• Requires systematic approach to considering:– How social issues affect • the system requirement, use and evolution

– Understanding people in the context • where they live and work

– Balance • users' needs with business goals, • social values; and • technological capabilities

Design Methodologies

• Consider two main stages– Design in time and use in time

• Design in time aggregates– System developers

• with or without user participation– Example

» Professional Design

– Methods that • Kind anticipate users’ needs and objectives

– Examples» User-Centered Design» Participatory design approaches» Ethnography research

Design Methodologies

• Use in time– activities are shaped as experienced

• system often requires modification to fit the users’ needs

– Example of methods• Iterative design and • Empathy design • Meta-Design

– users as active contributors

• Users-as-designers– users can discover mismatches between their needs and the

support that an existing system can provide for them

KEY POINTS

Key points…

• Socio-technical environment – is less the result of engineering or design activities

• Is more a – context within which design takes place

• is intertwined with the evolutionary– growth of social structures.

What STS is not

• “technology” is perceived as – some kind of monolithic entity hidden in the

environment • Believing that– People will follow processes• As users are all the same

• Design is about meeting requirements – rather than providing an efficient and effective

experiences

Socio-technology principleTechnology should merge with people, not the other way around

What STS is

• Assume that people are different and imperfect and – Accept as it is

• System success depends on – the stability of human goals

• acceptability, • familiarity, • Trust

• System design is Not a deterministic process– Their success depends on the stability of

• Process evolution• Changes in working practices• Changes in the organization

Second reading assignment

• Assignments and due dates: – Read and write the key concepts • Delivered Gdocs

– 16.10.2014

– Prepare a critique summary of the paper • Delivered eliademy

– 16.10.2014

– Presenting• In class activity

– 17.10.14

SECOND ACTIVITY

Reading assignment• Selecting the papers– see the resources available in eliademy

• Note:– You can use your own sources. It is up to you.• But please justify

• After selecting the article to read – go to Gdocs file name STS key concepts• Verify if no one else chose the same article; and• If not

– add your name and source to the list

Resources

• ackerman_2001.pdf• analytical model of STS.pdf• buchanan_wicked_problems.pdf• Fischer.pdf• hci-sts.pdf• sociotechnical_systems_theory_in_the_21st_century.pd

f• STS_Emery.pdf• The Principles of Sociotechnical Design.pdf• Whitworth.pdf@ Sónia Sousa, 2014

• Books– http

://www.interaction-design.org/encyclopedia/socio-technical_system_design.html• Select just one Part

– Socio Technical Systems Engineering Handbook.pdf• Select just 1 or 2 chapters

• Go to eliademy and explore the sources– Eliademy -> Task -> reading Task 2

• Go to Gdocs link– Add your name and source to the document

Human Centered Computing

IFI7172, Lesson 3

Objective

• The objective of this lesson is to – Activities• Present your readings / ideas (45m)• to work on a STS Common understand; (45m)• Present the final map (15m)

– Lecture (1h)• Case study

FIRST ACTIVITY

Second reading assignment

• Assignments and due dates: – Read and write the key concepts • Delivered Gdocs

– 16.10.2014

– Prepare a critique summary of the paper • Delivered eliademy

– 16.10.2014

– Presenting• In class activity

– 17.10.14

READING ASSIGN 2

SECOND ACTIVITY

STS Common understand

– Group of 4 work on a common understand• 30 minutes

– go to Gdocs– build a Concept map or Mind map base on those concepts

and your previous reading » you can use Cmaps tools » or you can use this online tools

• http://www.wisemapping.com/• http://www.mindmeister.com/

– Present • 10 minutes

SOCIOTECHNICAL SYSTEMSMain ideas

A socio-technical system

• Recognize in it design– The complexity of organizational work interactions

between • people and technology in workplaces

• It is a system that – contains 4 intertwined parts

• Mechanical– Hardware devices,

• Information– Operating system– Communications and data management

• Community– Organizations & Society

• Personal– Context of Application– Business processes

STS Components

• Procedures & Processes – ways of working

• Standards – definitions of how the

work should be done • across the organization

• Operators– Who uses the system

• Culture– Localized patterns of

work • professional and national

setting

• Policies – Rules and regulations

that govern work and the way that it is done

SOCIOTECHNICAL SYSTEMSCase study analysis

Case study is…

• A retrospective analysis technique – that examine a single case in depth

• Process– rely on diverse information sources • including (sometimes) fieldwork

• Aim is…– To observe what and how certain aspects are

important for individuals and organizations

Case study

• Stages:1. Determine and define the research questions2. Select the case to study 3. Determine data gathering and analysis techniques• Essential to use multiple sources of data

4. Collect the data1. If needed go to the ‘field’

5. Evaluate and analyze the data6. Prepare the report of the case study

The aim is…• Find characteristics & components that lead you to say – “This is a socio-technical system”

The purpose is…• Make a connection between – Theory Vs Practice

The goal is…• to observe and figure out

– What are the “This is a socio-technical system” • Characteristics and components …

• To determine data gathering and analysis techniques– Elaborate the Research Questions

• About the situation – What defines this system as socio-technical

• About the problem to be studied – What are the most prominent socio-technical characteristics

– What are the most prominent socio-technical components

Use them to select material for analysis@ Sónia Sousa, 2014 67

Data collection and analysis

• Typically, case studies–Generate large amounts of qualitative data• Transcripts of interviews

• Reports and associated notes

• Triangulation is the answer

– i.e. use diverse sources to collect data• that supports the same conclusions

Writing up results

• What you do after a case study depends on – Who the results are relevant to; and – How formal the work was.

• Steps – Transcribe or write up what you have found– Analysis

• Can be done in a number of ways – Usually in a case study is done in a qualitative way rather than quantitative

• Writing – Less formal:

• You may need to do a presentation or write a report and discuss it – (Discussion is very helpful)

– More formal: • for wider dissemination you will need to write more formal reports.@ Sónia Sousa, 2014 69

SOCIOTECHNICAL SYSTEMSPlanning the Case study analysis

• Establish connections between– Upper layers and lower layers

• By– Observing (user when using the system)– Identify (the content provided)– Analyzing (Context of use)

• The goal is to understand – If the systems provides the STS characteristics

Remember STS• Characteristics• Mechanical

– Hardware devices, • Information

– Operating system– Communications and data management

• Community– Organizations & Society

• Personal– Context of Application– Business processes

• Components• Procedures & Processes

– ways of working• Standards

– how the work should be done • across the organization

• Operators– Who uses the system

• Culture– Localized patterns of work

• professional and national setting

• Policies – Rules and regulations

• that govern work and the way that it is done

Observing

• User/ expert perspective– Processes & procedures• it was easy to complete the task?

– Facilitates decision making– Reduced probability of usage errors

– Standards• Does it supports organization processes

– Is it flexible – it support users aims» Is it useful for you?

• How do you perceiving information – The navigation is intuitive and self explanatory

Observing

• User/ expert perspective– Culture & Polices• What supports your

– Believe that this STS features will benefit you – Confidence in the success of performing desired action with

another partner – Belief in the integrity of the system and it users

• What leads you to say – you can trust this system to do your work

Identify

• User/ expert perspective– Mechanical aspects• The system requirement

– Devices requirements– Cross platform requirements

– Information & communication aspects• System use

– Draw the Information architecture» How the information Flows» Identify the navigation paths

– Enumerate the security & privacy protocols

Identify

• User/ expert perspective– People & operator aspects• Describe what Business model supports• Identify what type of Network this system is designed

for• Describe for whom is this system is designed for

– Community aspects• Identify system Features that supports

– Collaboration– Sharing/social interactions

Analysis

• Report– Enumerate ST system characteristics

• Balance users' needs with business goals• Balances social with technological capabilities

– Foster use acceptance of the system » Balance effectiveness with efficiency

• Reduced probability of usage errors• More effective error recovery• Shorter assimilation period

• What are the trust enabling design strategies– What fosters synergy attitudes

» Facilitates Learnability with organization support » What leads to belief that the system will support

• Humans in reaching their desired results

What is the added value of the system

Analysis

• Report– Enumerate ST system components

• Interaction facilitating processes– The navigation is intuitive and self explanatory

• Collaboration strategies– Social/Sharing protocols – group work System support

» Fewer mismatches between system and group work patterns

• Communication processes– Privacy protocols– How the information is stored

What is the added value of the system

SOCIOTECHNICAL SYSTEMSThe methods

Methods

• Adaptation of Inspection methods– Heuristics• Identify in the interface certain characteristics

– Group-based Expert Walkthrough• Use work domain experts as evaluators

– Imply completing task-scenarios with a given user interface» Based on a theory of exploratory learning

– Mindmap

Method to use

• Observing • Method to use: Group-based Expert Walkthrough

– (user when using the system)

– Identify • Method: Mindmapping and Heuristics

– (the content provided)

– Analysis• Reflected in a report

– (Expert interpretation of previous results)

Walkthough

• Group-based Expert Walkthrough– 1 is the user, the other is the moderator

» Create a scenario that involve the user going through • User interface is presented to the moderator according to a

task scenario• Evaluator ask to write down what they believe will be

their next action» Use a observation sheet

– NOTE: Observer should refrain from helping the user in the actions

MindMapping

• Mapping Features, characteristics.

sharing

http://www.jmcquarrie.co.uk/

Heuristics

• Expert evaluation session– In heuristic evaluation it is difficult to assign strict

yes/no answers to the questions. • Comments are much more informative. • Or providing images or sign heat areas

• Jakob Nielsen’s list of heuristics is one of the most used set for evaluating user interfaces

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