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UNDERSTANDING THE FUTURE
scenario representations -future technology in context
Gerrit C. van der Veer
Vrije Universiteit, Amsterdam
Faculty of Sciences;
Dept of Computer Sciences;
Section Human-Computer Interaction, Multimedia and Culture
new technology - just another toy?
Look back for a second:• how would you communicate without mobile phone• how would your department organize activities
without fax and email?
What came first - the mobile phone or mobility?
How quickly did your (grand) parents learn, how quickly will your children learn?
New I.T. changes the world
Understanding the future involves more than technology:
• the users – knowledge and expectations, needs
• the organization of people - their communications, their relations, and their work and procedures;
• the context of use and the culture
So assess new IT before building it
Design and a changing world:A model of the dynamic relationship between the
end-users cultures and system design
The new system and the design process
Existing/newEnd-users culture(s)
Influence (do)
•fit (has to)
•change (do)
•initiate (do)
Fit (has to)
cultures in short run are “stable” the need for fit
• task analysis to know the organization, the context of use, and the culture
When fit condition is not fulfilled
design for the future world:
• Holtzblatt & Beyer (1998) - contextual design
or the design will fail
• the early fax (early 20th century)
• IBM’s first in-house text processing system (‘70s)
• Pliskin (1993) - management information systems case study: failure of implementing an EES (Employee Evaluation System)
Change (do)
culture is socially constructed and, consequently, it is subject to continuous change
need for envisioning the changes that lead to the “new culture of use”
“envisioning design”
Initiate (do)
create a new culture
the need to envision “the (totally) new culture of use”
initiate culture case:
Apple Advanced Technologies is an example of a design company that on purpose not only tried to change but to initiate new cultures of use, e.g., for future education. Ways to support such a culture included stimulating the development of journals like “MacUser” intended to create an “elite” user culture with its own journals, discussion forums, etc.
The new system and the design process
End-users culture(s)
needed:
1. envisioning• changes in culture and context of use• or total new culture of use
2. aiming at usability• without the duty to learn• intuitively acceptable• appreciated and useful
Tools for envisioning: scenarios
Scenarios are “informal narrative descriptions” of the user’s activities when performing a specific task (Carroll, 2000)
A well specified and sufficiently detailed description of individual instances of events, artefacts, procedures, situations
• described in full context of use• from the point of view of actors (users, not the client of
design)• proposed as envisioning, not as finished design
document
types of scenarios
Formatted as:
• written story
• story board
• performed by actors (e.g., video “Star fire”, SUN; ‘95, HP)
• script to be acted, if needed with mock-ups of potential technology
Main role is the user with motives, goals, knowledge, …..
• prospective user can imagine themselves - “suppose you …”
• other stakeholders may imagine somebody else - a “persona”
levels of scenarios
High level scenarios • the overall motives that prospective users might have
when they come to the system and the general kind of interaction they might experience
• In this type of scenarios detailed specification of dialogue or of look and feel is lacking
Low level scenarios• specify precisely the system’s functionality and the
interactions between user and system”
high level scenarios – are suitable for situations where the main problem is the difference in cultures
between the “current” situation and the envisioned context of use.
– cultural aspects can be represented in:
• goals, values and needs of users in the future situation
• norms, habits, “fashion”
low level scenarios – will be applied in later iterations of the design process
– cultural aspects mostly represented in:
• dialogue and cultural symbols in the interface
• details of the context
Scenarios and culture
Step 1: build, from initial requirements, a conceptual model of the new technology
• which problems / requirements does the design approach
• which (types of ) tasks may be delegated to technology or performed with the help of technology
• the cultural context (especially in high level scenarios): how will these tasks affect the culture of use (other roles, other value systems, other business processes)
methodology to design for new cultures of use
Step 2: develop one or more scenarios
two points of view (foci):
actor (user): the “audience”, or “personas” (Cooper, 2000)
• goals and values in relation to use of the system (meanings assigned to the technology)
• meanings of the system’s representations and dialogue (low-level scenarios)
situation
• needs and motives to use the proposed functionality
• allow the prospective user to imagine the actual situation
Step 3: confront the prospective users and other stakeholders with the scenarios and analyze the reactions (early assessment)
mental models of prospective users as initiated by the scenario (in users’ mental models cultural aspects are reflected - Mantovani, 1996)
claim analysis• what is different from the current system & situation?• what was the goal for this feature - is this goal reached?• what are side effects and their valence (+ / -)?
claims analysis participants: designers of relevant disciplines, client, prospective users, sceptical users and stakeholders
Step 4: feedback the results to the conceptual model
Corrective feedback:
• the conceptual model is not understood as intended.
• would the design be needed, acceptable, in the envisioned culture of use.
• discovered in a very early state where not too much design effort is spend on dead ends.
Creative feedback:
• end users and stakeholders interpret (project) their imagination and develop new ideas about the conceptual model
• an early and rich source for refinement and re-design.
Example of high-level scenario with multiple personas -
SUN Starfire• Claims of envisioning:
task level: co-ordination; communication; efficiency; organisational simplicity
functionality: representation of information; speed and availability
interaction: dialogue styles; flexibility
technology: efficiency of available technology
• In search of opinions of prospective users on usability:
learnability, ease of use, affect
Discuss the claims of SUN Starfire
• Claims of envisioning:
task level: co-ordination; communication; efficiency; organisational simplicity
functionality: representation of information; speed and availability
interaction: dialogue styles; flexibility
technology: efficiency of available technology
• usability: learnability, ease of use, affect
Another example
Home technology:
• Digital scale - Ideo
Example of high-level scenario - low budget student scripted and acted video
A communication-device for regular guests of hotel chains
original requirements:• guest should feel “special”• speed• flexibility• ease of use
Current situation:
making reservations,check-in and check out -both for one time guestsand frequent guests
bothersome instructions (ease of use?)formalities (flexibility?)repeated info requests (special guest?)time consuming (speed?)
Envisioned situation
for frequent guests: flexibility
of location• in the office• in the air• on the road
of procedure• go to desk• use special device
frequent guest feels “special”
relevant personal info known
and extra facilities:
e.g., info available- layout hotel- room number - local information and street plan- something nice (taxi on hotel bill)
speed
no need to be in the queue,
no need to find passport or credit card
ease of use
no key, device is key
Example low level scenario(Xerox, CHI’98 short video)
Digital Ink (DI)
a “universal” communication device
scenario with “persona”
details of dialogue
“I discover a small garden yesterday, it was warm and dry and there was almost nobody around. And it was really the most relaxing place I had been to in months…”
“So I sat down, I did some writing and drawing and thinking that it was months that I communicated with my friends’ back home…
I decided that I should send them some of my garden sketches by e-mail.”
record
“So, in order to send the e-mails:
I pressed the mode button on the side of the DI.” re
cord
“That changes the mode from record my drawing and hand writing...
To command mode which allows me to tell DI what I wanted to do next.”
com
man
d
reco
rd
“In this case I wanted to send e-mails to my friends so I simply write:
the word send followed by their e-mail addresses.
The “->” terminates the command and sends the message
Once the send command has been written and read, the screen displays the progress of the command
Now my sketches are on their computers.” Send to [email protected]>
Send to [email protected]>
send
ing
Claims analysis
For each new feature in the design
Identify the feature - what is the actual novelty
• Ask what is the aim - and will this be successful?
• Ask for side effects that could be considered bad / dangerous / intrusive - in what context?
How to assess future users’ mental models
Ask them to “externalize” - teach back
Interpret the protocol - hermeneutics
Feed back to designers:
• corrective
• creative
Some examples
• of protocols
• and their interpretation
Well understood,
but rather conservative regarding the dialogue possibilities
Extrapolation based on intuition and consistency
Reliability in interpreting visual protocols ?
requires training
User created verbal command mode
User supposed restrictions in dialogue - why ??
A wish list of functionality
and with context specifically referred to
The pen “does understand”
Exploring an envisioning scenario - a “quick and dirty (?)” analysis
Domain:
Department of international association of Musicologists,
a world wide society of professionals and music libraries• department: libraries of original manuscripts and old prints • entrance on appointment,• for registered members
Requirements for new system:• safety• ease of use• multi-lingual (international membership)
Scenario description, to go with the mock-upGeneral story:• Musicologist (M) has made reservations to study old print• M is at the entrance of the build, and has not registered yet• M has not been here before
“Suppose You are M”
Alternative global ideas for access system
a. Individual personal pocket device, to be used world wide in buildings of associated libraries (members carry their device)
b. Automatic registration device in hall of each associated library
c. “Smart” jewel, to make automatic connection to registration-desk in each associated building (with desk operator)
Scenario a: Pocket device
display area
“soft” buttons
sensors
International Musicologist Pass
M(usicologist) enters building building of Salzburg Mozarteum, and takes his device from his pocket
Geef je keuze aan
International Musicologist Pass
locale bibliotheek
functies
overige
Please note:
my personal device speaks in my own language (Dutch) to me
What shall I do?
Welkom bij Mozarteum
Salzburg
International Musicologist Pass
toegang tot reservering
check reservering
cancel reservering
Geef vingerafdruk
voor identificatie
International Musicologist Pass
Welkom Gerrit. Mozart, Le Nozze, B&H, 1812, ligt klaar in kamer 23. Onthoud je kamernummer
International Musicologist Pass
23
Welkom Gerrit. Mozart, Le Nozze, B&H, 1812, ligt klaar in kamer 23. Onthoud je kamernummer
International Musicologist Pass
23
Welkom Gerrit. Mozart, Le Nozze, B&H, 1812, ligt klaar in kamer 23. Onthoud je kamernummer
International Musicologist Pass
23
Welkom Gerrit. Mozart, La Nozze, B&H, 1812, ligt klaar in kamer 23. Onthoud je kamernummer
International Musicologist Pass
23
Dit device is nu je kamersleutel
International Musicologist Pass
23
Dit device is nu je kamersleutel
International Musicologist Pass
M is now registered and “inside”.
International Musicologist Pass
Suppose you (M) want to have an electronic facsimile of some of the pages studied ....
overige
Geef je keuze aan
locale bibliotheek
functies
Scenario b: registration device in hall
Details front panel
screen
sensorsprinter
Mozarteum Salzburg
Default system state
Only for members Int. Music. Association
If you made a reservation for the library:
please, provide fingerprint for identificationMozarteum Salzburg
English as
default language
M is now registered and “inside”
Welkom bij de originele oude drukken afdeling van het Mozarteum Salzburg.
Geef je keuze aanMozarteum Salzburg
toegang tot reservering
check reservering
cancel reservering
Speaks now my language (Dutch)
Condities: M is geregistreerd, boek is gereserveerd.
Het kamernummer en de details van de reservering staan aan de achterkant van de print.
De deur gaat open door het paneel naast de deur met de wijsvinger aan te raken.
Veel succes met de studie.
Mozarteum Salzburg
Scenario c: “smart” jewel
(this is a pin)
The individual pin of each member communicates to a computer at the desk, as soon as M is in the region of 1 meter to the desk
Screen at the desk, visible to the desk operator D who is another type of IT user with another
specific role for this system
As soon as M approaches the desk, the task of desk operator D is temporarily interrupted:
What will D do?
Dass ist Dr. Gerrit C. van der Veer, Ruffname “Gerrit” - Er ist nog nicht eingeschrieben
Bevorzugte Sprachen: 1. Niederlandisch; 2. English; 3. Deutsch
Reservierung: Mozart, La Nozze, B&H, 1812
ID OK? Y/N
Speaks D’s
language (German)
D has identified M (the system will continue to speak D’s language to D:
Gerrit’s Reservation is in room 23, till 19:00 hours
Gerrit has never been in the Mozarteum before, Please show him to the elevator.
Tell him the door will open automatically.
“return”
if ready
opgave
In groepen van 2:
• werk uit een scenario voor de volgende situatie: M ontdekt een aantekening in de partituur waaruit blijkt dat hij in feite de baspartij zou moeten bestuderen.
• voor scenario 1, 2, resp 3
conclusion• Envisioning design of future technology needs to be
based on insight in organisation, procedures, and mental models as well as culture and context of use
• Scenarios provide an early way to represent envisioning and allow “cheap” assessment of stakeholder understanding and acceptance
• Claims analysis and mental models techniques are relevant, simple, and easy to use