Embed Size (px)
Citation preview
Understanding and Analyzing Your Washing Machine From a
Human-Computer Interaction Perspective
Prepared by Alyson Feldman-Piltch January 24, 2013
Feldman-‐Piltch 2
Part I: Introduction
Figure 11
Meet “my brand new” washing machine. (Figure 1). Why are the first three
words in ellipses you ask? Well, it isn’t exactly my washing machine, and it isn’t
exactly brand new. See for an additional $30 a month on my rent, I get the privilege
of having a washer and dryer in my apartment. I rent the washer and dryer from my
leasing company, and I’m the only one with access to it. I’m also not sure how
brand new it is. See originally, I had an older washer in my apartment, but after it
broke 3 times in one week, the leasing company decided to replace it with a new
one-‐ free of cost to me. Now it LOOKS newer to me, and IS new to my apartment,
but for all I know they may have taken it from storage, but I digress.
1 (Hawthorne, 2010)
Feldman-‐Piltch 3
I’ve been doing my own laundry since I was in the sixth grade. While I have
seen my fair share of washing machines, I have never seen one like this.
Figure 22
As illustrated in Figure 2, there are two knobs on the left hand side of the washer,
each clearly labeled. The knob on the right is for controlling the temperature of the
water, while the knob on the left allows the user to select their load size.
2 (Feldman-‐Piltch, 2013d)
Feldman-‐Piltch 4
Figure 33
Figure 3 illustrates the cycle combinations. The type of cycle is found in blue, while
the soil levels are indicated in grey. The soil level of “regular” is in bold grey. The
numbers next to soil level indicate the amount of time the machine will spend in the
“wash” portion of the cycle.
3 (Feldman-‐Piltch, 2013b)
Feldman-‐Piltch 5
Figure 44 Figure 55
Figures 4 and 5 respectively illustrate what is underneath the lid of the washer.
Figure 4 highlights the chlorine bleach dispenser, while Figure 5 shows the spindle
and fabric softener dispenser.
Part II: Observations
Before I begin my observations of the good and the bad in this washing
machine and share my interaction with it, it should be noted that when the washing
machine arrived at my apartment, I was not given any directions or a manual-‐ my
experience was based solely on how my interaction compared with other washing
machines and implied knowledge that my leasing company assumed I had.
4 (Feldman-‐Piltch, 2013a) 5 (Feldman-‐Piltch, 2013c)
Feldman-‐Piltch 6
One of the positive things about the washing machine is the size of the font,
as well as the size of the knobs. The font is large enough to see, and I can easily
grasp the knobs. Another helpful aspect is the deep basin. I can fit plenty of clothes
into the machine. The other feature I appreciate is the dispenser for bleach, which
insures that the bleach is evenly dispersed without soaking into the crevices of the
basin.
Based solely on looking at the washing machine, there are many negative
things. For instance, there is no explanation as to the different fabric types that each
cycle is intended for. What separates “normal” from “permanent press”? Also, the
indicator marks on the knobs are different colors. In Figure 2, one aligns the white
mark on the knob with their selection. In Figure 3, the mark on the knob is black.
While this may be seen as a minor aesthetic feature, first time users of the washing
machine may be confused by the lack of continuity.
Additionally, the knob on the left side in Figure 2 makes it very difficult to
see that the words “wash/rinse” are underneath the knob. Without that label,
someone who is utilizing a washing machine for the first time, or is not use to seeing
temperatures presented in this fashion, would be baffled by the labels “cold/cold”
“warm/cold” and “hot/cold”.
I am also frustrated by the lack of labeling with regards to the fabric softener
dispenser. I recently learned that the top of the spindle illustrated in Figure 5,
comes off like a cap. Once removed, the spindle can be filled with fabric softener
and a cup of water. There is no indication of this feature at all on the machine. I
learned about this feature by reading the back of a fabric softener bottle.
Feldman-‐Piltch 7
A final observation is that there are no instructions on the machine. In the
past with top loading washing machines, there are recommendations and or
directions under the lid. Without the instruction, it is implied that the user will
know that they must adjust the knobs on the left hand side before adjusting the
knob on the right. However, I do appreciate the instructions that I need to pull the
knob on the right to start the machine.
Since reading the back of the fabric softener bottle, my interaction with the
washing machine has changed. I now place my sorted clothes into the washing
machine. Before I add the laundry detergent, I remove the spindle cap and add
some fabric softener and a 12-‐ounce cup of water. I replace the spindle cap and
pour the laundry detergent that I have measured out over the clothing. After
shutting the lid of the machine, I adjust the load size and the water temperature, by
turning the knobs to the left. I then select the soil level and cycle by turning the
knob towards the left and pulling the knob to initiate the flow of water.
My interaction with the washing machine is seamless. I don’t have to think
much about it, unless I am adding bleach to my wash, because I don’t want it to
splash. Using my washing machine has become second nature to me.
Part III: Goals6
When designing this product, the Whirlpool corporation should have had
three sets of goals in mind: usability, user experience, and design. Usability goals
refer to the aspects of operating the machine; user experience goals look at the
6 Information on goals taken from class lecture, citation can be found at end of document(Ekbia, 2013)
Feldman-‐Piltch 8
benefits the user obtains from using the machine, while design goals set
expectations for how the machine should function. Although there are a number of
goals for each of these aspects, I have decided to limit my scope and focus on a few
specific goals. From these goals I will formulate questions that can help me in
evaluating this washing machine.
The four usability goals I have focused on are efficiency, utility,
learnability/memorizability and safety. Efficiency and utility look respectively at
how well the washing machine does its job and it’s many functions.
Learnability/memorizability looks at how easy it is to learn to use the device and
how easy it is to retain that knowledge. Safety focuses on how much protection is
provided to the user for making a mistake. In terms of a washing machine, this
would mean selecting too small a load, or accidently putting bleach in the bleach
dispenser.
The evaluation questions that can be formulated based on these goals are:
how easy is it to use the washing machine? Are there enough functions to serve all
of the user’s laundry needs? Was it simple to learn how to use the machine? Will
the user need to relearn the washing machine each time? Are there any
mechanisms in place to reduce the margin of error when using this machine?
I have limited the user experience goals to two, aesthetics and satisfaction, as
often time’s user experience goals require trade-‐offs with the usability goals. These
two goals look at how pleasing the device is to the eye and the customers’ reaction
when the machine has finished it’s cycle. The questions surrounding these goals are
Feldman-‐Piltch 9
how much space does the washing machine take up in the user’s space? Is the user
satisfied with the cleanliness of their washed items?
The final set of goals surround the aspect of the machine’s design. Rather
than focus on all six of the design goals shared in class, I have decided to explore the
goals of feedback and consistency. Feedback refers to information sent back to the
user to let them know their actions have been recognized. Consistency looks at how
similar the experience of this product is compared to others in its market. These
goals form two evaluation questions. What feedback, if any, does the user receive?
Is the design and function similar to that of other washing machines?
Part IV: Evaluation
The previous nine questions will serve as my means of evaluation. They are
repeated below in bold. Their respective answers will follow in regular type –face.
1. How easy is it to use the washing machine?
The machine is very easy to use. When we are young we learn that a knob is
for turning. Its function becomes second nature to us. The washing machine
takes advantage of this truth, by utilizing the knob as it’s tool.
2. Are there enough functions to serve all of the user’s laundry needs?
Yes, and no. There are enough functions and options if the user knows how
to manipulate the water temperature and type of cycle to get the results they
want. However, this is implied knowledge and not all users have that implied
knowledge.
3. Is the washing machine easy to learn?
Feldman-‐Piltch 10
The washing machine is easy to learn, however there is a dependency on
implied knowledge when it comes to manipulating the temperature/cycle
type, as well as using the fabric softener dispenser. Whirlpool fails to
acknowledge that not everyone has this knowledge by limiting the amount of
instructions.
4. Is it easy to remember how to use the washing machine?
Yes. A more thorough explanation can be found in question 9.
5. Are there any mechanisms in place to reduce margin of error?
No. There is nothing to tell you that you have selected too little or too much
water, or a mechanism to prevent the bleach you accidently poured into the
dispenser with your dark clothing, from flowing into the water. This is truly
a device where the user must learn of their mistakes.
6. Does the washing machine take up too much room in the user’s space?
No, the washing machine does not take up too much space. There is room to
fit a dryer directly next to it, and there remains space to fit a folded clothes
rack between the washing machine and the wall. My laundry room is fairly
small, as it also houses my hot water heater and air ventilation.
7. Is the user satisfied with the cleanliness of their washed items?
Yes, I am very satisfied with the cleanliness of my items after using the
machine.
8. What feedback, if any, does the user receive?
Feldman-‐Piltch 11
Once I have pulled the knob in Figure 3, I can hear the water begin to flow
into the basin. However, this is the only instance for which I receive feedback
from the machine.
9. Is the design and function similar to that of other washing machines?
Yes, the design and function are very similar to those of other machines.
Gentle fabrics on this machine are the same as gentle fabrics on other
machines, as is the soil level, water temperature and load size. As a result, it
is easy to remember how to use a washing machine (question 4), because
there is a consistency across different companies and models in design and
function.
Part V: Recommendations
Based on my observations, experience and evaluation of the previously
stated goals, I have a few recommendations on how to improve the Inglis Washing
Machine, by Whirlpool. First of all, I would move the words “wash/rinse” down a
few centimeters so the knob does not cover them. I would also change the color of
the line on the knob in Figure 3 to match the lines on the knobs in Figure 2, so to
create a more consistent design.
I would also place a label or lettering on top of the spindle in Figure 5, in a
color that is not white, that states the top of the spindle can be removed, and that
fabric softener should be placed inside. Additionally, I would change the coloring
the text in Figure 4. The words “bleach dispenser” are located on the inside of
pocket, in white lettering. As a result, it makes is very difficult to see the words.
Feldman-‐Piltch 12
With regards to the available functions, I would provide a cheat-‐sheet on the
inside of the lid. For example, the inside could say “for washing dark heavy items,
such as jeans, set the wash temperature to cold/cold and the cycle to normal. “ As I
learned in college from watching my classmates struggle with doing laundry, not
everyone has the same experience I have when it comes to washing machines. This
does not mean they are less deserving of clean clothes, or should have their hot pink
shirt dye their khakis a light pink., it just means they need to be educated.
While there need to be some changes with the functions, I do not think that
there needs to be changes to the safety mechanisms. Currently there are none in
place/existence. I believe that the implementation and design of such things, such
as the water level sensor, would change the overall structure and design of washing
machines. This would drastically affect the continuity and the memorizability of the
washing machine. People are often resistant to change, especially in devices that
they can use without thinking. I believe that changing this would disrupt that flow.
Consumers would not buy the washing machine, and the company would lose
profits.
Part VI: Conclusion
Overall, the Inglis Washing Machine by Whirlpool is successful in terms of the
user’s experience, the usability goals, and the design goals that have been previously
stated. With the exception of a few cosmetic changes, the machine should design
and function should stay the same. The saying “if it ain’t broke don’t fix it”, rings
true here.
Feldman-‐Piltch 13
Works Cited
Ekbia, Hamid. (2013). January 10 Class Lecture. Human Computer Interaction,
Indiana University in Bloomington.
Feldman-‐Piltch, Alyson R. (2013a). Washer Bleach Dispenser.
Feldman-‐Piltch, Alyson R. (2013b). Washer Cycle Knob.
Feldman-‐Piltch, Alyson R. (2013c). Washer Inside.
Feldman-‐Piltch, Alyson R. (2013d). Washer Load Size & Temperature Knobs.
Hawthorne, Frederick. (2010). Inglis by Whirlpool White Washer.
