May 8, 2001 2

How Usable is USB?Making USB an Ease

of Use Asset

How Usable is USB?Making USB an Ease

of Use AssetActions Taken & What to Be Actions Taken & What to Be Aware of Moving ForwardAware of Moving Forward

Paul SorensonPaul Sorenson

Intel CorporationIntel Corporation

May 8, 2001 3

Sim

plifi

catio

nSi

mpl

ifica

tion

ReliabilityReliability

Ease of Use VectorsFocus Has Been on SimplificationEase of Use VectorsFocus Has Been on Simplification

Power ManagementPower Management

OOBE (Set-up)OOBE (Set-up)

Easy ExpansionEasy Expansion

Front Panel I/OFront Panel I/O

Color CodedColor CodedConnectorsConnectors AutomaticAutomatic

UpdateUpdate

PC HealthPC Health

Center of Digital WorldCenter of Digital World

Faster BootFaster Boot

Driver reliabilityDriver reliability

InteroperabilityInteroperability

No CrashesNo Crashes

Natural InteractionNatural Interaction

Always availableAlways available

Icon ClutterIcon Clutter

May 8, 2001 4

Top USB install problems from RTTop USB install problems from RT Users installed wrong USB driversUsers installed wrong USB drivers(user didn't properly load vendor's (user didn't properly load vendor's driver)driver)User cannot get USB device working User cannot get USB device working after initial failure because OS doesn't after initial failure because OS doesn't fully remove software from priorfully remove software from priorattemptattemptUsers didn’t know which USB port to Users didn’t know which USB port to plug their keyboard and mouse intoplug their keyboard and mouse into

How Usable is USB? - OverviewHow Usable is USB? - Overview

Usability Studies (Intel’s)Usability Studies (Intel’s)A WIN ME Usability Test A WIN ME Usability Test showed USB device install one showed USB device install one of top problem area of top problem area 5 additional independent Intel 5 additional independent Intel usability studies confirm many usability studies confirm many of these install usability of these install usability problemsproblems

Industry Round Table (RT) data for 2000 show that USB is top-5 customer support problem

– One RT OEM cites USB 5-10% of total call volume. Other RT OEM’s cite 1-4%

– RT data confirms problems no different w/ WIN ME

– RT top USB problems are with USB install

Bottom LineBottom LineAddressing Usability Problems can:Addressing Usability Problems can:

making PC simplermaking PC simplerreduce end-user calls => reduce end-user calls => more user satisfaction & more user satisfaction & less cost, less cost, and and Accelerate Accelerate legacy-removal, legacy-removal,

May 8, 2001 5

Top USB Usability IssuesTop USB Usability Issues

Users follow many paths to install a USB device...

Incorrect USB Mental Model: Which USB port does my device plug into ?

2

User Guidance Conflict: IHV doct’n says SW first; OS doct’n says plug in first.

1

Pop-up Alert Too Quick Users cancel out of wizard. fixed

4

CD Not Inserted: Users fail to put in CD when requested--can result in wrong drivers

7

User Selects Wrong Printer/Driver – fixed (add hw wizard)

3 USB Power Trap: “Port doesn’t have enough power ? ” Where to move it ?”

10 USB High Speed Trap: “Hmm, my new high-speed peripheral seems slow

Port Selection Error: Users are asked to select legacy printer port for USB

6

Wrong/Partial Driver Installed: “Wizard says install complete, but printer won’t work.

8

Bundled SW not installed: User doesn’t realize it’s not installed

USB bandwidth exceeded: I need to move my USB device, but where?

11

9

5

Problem Description

User plugs device into PC USB portUser plugs device into PC USB port

User sees pop-up new HW wizard alertUser sees pop-up new HW wizard alert

User puts install CD in PCUser puts install CD in PC

User Installs Optional Bundled Device SW

User Installs Optional Bundled Device SW

User progresses through pop-up install wizardUser progresses through pop-up install wizard

User Installs Required Device SW (drivers)

User Installs Required Device SW (drivers)

User tries to install Required Device SW (drivers)User tries to install Required Device SW (drivers)

22

11

44

55

77

Installation of required and bundled SW complete

Installation of required and bundled SW complete

33

66

88

Installation of required SW complete, not bundled SW

99

First impressions of high-speed printer in full-speed port 1010 1111

Printer app used while other USB device apps are active

User Begins InstallUser Begins Install

User opens Add New Printer Wizard from Control Panel

Pop-up HW WizardPop-up HW Wizard Vendor’s Install DiskVendor’s Install Disk Control Panel HW WizardControl Panel HW Wizard

INSTALL COMPLETE, USAGE FOLLOWSINSTALL COMPLETE, USAGE FOLLOWS

9988

Installation of required SW complete, not bundled SW

May 8, 2001 6

Common User ProblemsCommon User Problems

“Which USB port do I plug my camera into?”

Educate Users: E.g., “Works like phone or power. Plug into any USB port on PC chassis”

Many users hit USB install problems. Don’t read product manual

Provide install card, w/ pictures numbered steps. Show USB icon & explain USB model

“I know USB port, but what’s a hub; bus-powered, controller ?”

Employ Users’ Language: E.g., Try “powered by the PC”, not “bus-powered” Test your product’s usability

“Which USB port do I plug my camera into?”

Educate Users: E.g., “Works like phone or power. Plug into any USB port on PC chassis”

Many users hit USB install problems. Don’t read product manual

Provide install card, w/ pictures numbered steps. Show USB icon & explain USB model

“I know USB port, but what’s a hub; bus-powered, controller ?”

Employ Users’ Language: E.g., Try “powered by the PC”, not “bus-powered” Test your product’s usability

User ProblemUser Problem Recommended SolutionRecommended Solution

Ease of Use Recommendations

May 8, 2001 7

Power TrapPower Trap

IHV’sIHV’s– If your device is bus-powered, with high power If your device is bus-powered, with high power

requirements:requirements: Ensure install instructions direct users to plug device into Ensure install instructions direct users to plug device into

any USB port on PC chassis any USB port on PC chassis or, into a self-powered USB hub accessory or, into a self-powered USB hub accessory

Bus-Powered Hub VendorsBus-Powered Hub Vendors– Prominently state hub’s ports are for low-powered Prominently state hub’s ports are for low-powered

devices like mice devices like mice Keyboard hub vendors – please take note: action now saves Keyboard hub vendors – please take note: action now saves

calls & dissatisfaction latercalls & dissatisfaction later

Ease of Use Recommendations

May 8, 2001 8

Power TrapPower Trap

USB IFUSB IF– Continue to actively discourage further proliferationContinue to actively discourage further proliferation

of bus-powered hubs. Encourage self-poweredof bus-powered hubs. Encourage self-poweredhubs onlyhubs only

OEM’sOEM’s– Industry should continue to place at least half of USB Industry should continue to place at least half of USB

ports on PC chassis front. This will reduce tendency ports on PC chassis front. This will reduce tendency to use keyboard hubto use keyboard hub

Ease of Use Recommendations

ContinuedContinued

May 8, 2001 9

Bandwidth TrapBandwidth Trap

Provide the minimum bandwidth consumption Provide the minimum bandwidth consumption requirements for your peripheral requirements for your peripheral

This enables automatic resolution of the This enables automatic resolution of the “bandwidth-exceeded” scenario, rather than “bandwidth-exceeded” scenario, rather than requiring user interventionrequiring user intervention

This is a requirement in the USB specificationThis is a requirement in the USB specification

Ease of Use Recommendations

Peripherals VendorsPeripherals Vendors

May 8, 2001 10

That’s USB 1.X –We’re building 2.0 now –

so its all better, right?

That’s USB 1.X –We’re building 2.0 now –

so its all better, right?

Well, maybe not….Well, maybe not….

May 8, 2001 11

Hi-Speed USB Overviewand StatusHi-Speed USB Overviewand Status

USB 2.0 rollout amidst 1.X devices/hosts/PCs identified USB 2.0 rollout amidst 1.X devices/hosts/PCs identified as an immediate opportunity for action at the January as an immediate opportunity for action at the January 2001 Consumer PC Ease of Use Roundtable2001 Consumer PC Ease of Use Roundtable– Concerns raised about user-confusion from mixed environmentConcerns raised about user-confusion from mixed environment

Tag team comprised of RT OEMs (IBM, Gateway, Dell, Tag team comprised of RT OEMs (IBM, Gateway, Dell, Compaq, NEC, HP) and other industry players (Intel, Compaq, NEC, HP) and other industry players (Intel, Microsoft,) formed Microsoft,) formed – Several additional peripherals vendors invited,Several additional peripherals vendors invited,

but did not engagebut did not engage Tag team assessed the situation & decided our relatively Tag team assessed the situation & decided our relatively

late involvement meant that only minimum, necessary late involvement meant that only minimum, necessary and sufficient, actions to address the most pressing and sufficient, actions to address the most pressing issues could be undertakenissues could be undertaken

May 8, 2001 12

USB 2.0 Overviewand StatusUSB 2.0 Overviewand Status

Plan approved and in progress:Plan approved and in progress: – Design guideline for use/placement of a Hi Speed USB icon for Design guideline for use/placement of a Hi Speed USB icon for

Host/PC portsHost/PC ports– Other labeling left to USB logo program & whatever PC and Other labeling left to USB logo program & whatever PC and

Peripherals OEMs choose (e.g., stickers) Peripherals OEMs choose (e.g., stickers) – Tag-team now considering other USB 2.0 issues in advisory role Tag-team now considering other USB 2.0 issues in advisory role

to USB IFto USB IF Design guideline is complete & will be posted USB Design guideline is complete & will be posted USB

Industry Forum, Inc. website soon – watch for itIndustry Forum, Inc. website soon – watch for it

The Best ROI for Hfe/usability Involvement Comes From The Best ROI for Hfe/usability Involvement Comes From Early, Continuous Participation With Marketing and Early, Continuous Participation With Marketing and

Engineering During Design of SpecificationsEngineering During Design of Specifications

May 8, 2001 13

USB 2.0 Hi-SpeedIcon GuidelineUSB 2.0 Hi-SpeedIcon Guideline

Based on trident-design, Based on trident-design, with minor addition (“+”) with minor addition (“+”) that is detectable, butthat is detectable, butnot salientnot salient

For placement nearFor placement nearHi-speed, A-receptacleHi-speed, A-receptaclePC and Host portsPC and Host ports

Not intended for use on Not intended for use on cables or connector-cables or connector-housingshousings

USB logo program for USB logo program for other labeling needs other labeling needs

May 8, 2001 14

Next Steps / Action to TakeNext Steps / Action to Take

Check out the USB Developer’s website – watch Check out the USB Developer’s website – watch for the icon guideline:for the icon guideline:– http://www.USB.org/developers/docs.htmlhttp://www.USB.org/developers/docs.html

Look at the Ease of Use Roundtables’ website for Look at the Ease of Use Roundtables’ website for more on peripherals and PC usability:more on peripherals and PC usability:– http://www.eouroundtable.comhttp://www.eouroundtable.com

May 8, 2001 15

Next Steps / Action to TakeNext Steps / Action to Take

Remember: Remember: – Top USB Usability problems areTop USB Usability problems are

Users expect “1 port for 1 device”, and call asking “whichUsers expect “1 port for 1 device”, and call asking “whichUSB port should I plug my x into”USB port should I plug my x into”

Users don’t understand terminology like “hub, controller,Users don’t understand terminology like “hub, controller,bus powered” bus powered”

Watch for USB 2.0 mixing with 1.1 in the market.Watch for USB 2.0 mixing with 1.1 in the market.– Pay attention to the installation process, most errorsPay attention to the installation process, most errors

occur hereoccur here Contact with questions:Contact with questions:

– Paul Sorenson (503.264.7491 / paul.sorenson@intel.com)Paul Sorenson (503.264.7491 / paul.sorenson@intel.com)

ContinuedContinued