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User-Centered Approaches to Interaction Design. Keith Mogensen Ronen Waisenberg. Introduction. Interaction design tries to bridge between two worlds: World of the software professionals World of the end-users Each world has its own knowledge and practices - PowerPoint PPT Presentation
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User-Centered User-Centered Approaches to Approaches to
Interaction DesignInteraction DesignKeith MogensenKeith Mogensen
Ronen Waisenberg Ronen Waisenberg
IntroductionIntroduction
Interaction design tries to bridge between two worlds:Interaction design tries to bridge between two worlds:
1.1. World of the software professionalsWorld of the software professionals2.2. World of the end-usersWorld of the end-users
Each world has its own knowledge and practicesEach world has its own knowledge and practices Each world has well-defined boundariesEach world has well-defined boundaries Movement from one world to the other is known to Movement from one world to the other is known to
be difficultbe difficult
““We can see this difficulty manifested in our We can see this difficulty manifested in our elaborate methods for requirements analysis, elaborate methods for requirements analysis, design, and evaluation – and in the frequent failures design, and evaluation – and in the frequent failures to achieve products and services that meet users’ to achieve products and services that meet users’ needs and/or are successful in the marketplace.”needs and/or are successful in the marketplace.”
-- Michael J. Muller, -- Michael J. Muller, Participatory Design: The Third Space in Participatory Design: The Third Space in HCIHCI
Introduction (Cont.)Introduction (Cont.)
Most of the traditional methods of Most of the traditional methods of communication between the two worlds are communication between the two worlds are relatively one-directional:relatively one-directional:
We analyze the requirements from the usersWe analyze the requirements from the users We deliver a system to the usersWe deliver a system to the users We collect usability data from the usersWe collect usability data from the users
““Relatively few [methods] involve two-way Relatively few [methods] involve two-way discussions, and fewer still afford opportunities for discussions, and fewer still afford opportunities for the software professionals to be surprised – i.e., to the software professionals to be surprised – i.e., to learn something that we didn’t know we needed to learn something that we didn’t know we needed to know.”know.”
-- Michael J. Muller, -- Michael J. Muller, Participatory Design: The Third Space in HCIParticipatory Design: The Third Space in HCI
Introduction (Cont.)Introduction (Cont.)
Developers’world
Users’ world
Solutions should
reach for the
moon!
We’re knowledgeable about
our environme
nt.
Solutions should staydown- to-
Earth.
We might think we
know a lot about the
user’s environment
, but probably
don’t.
AgendaAgenda Why involve users?Why involve users? Degrees of involvementDegrees of involvement User-centered approachUser-centered approach Comparison of the primary field methodsComparison of the primary field methods
EthnographyEthnography Participatory designParticipatory design
PICTIVEPICTIVE CARDCARD
Contextual designContextual design Work modelingWork modeling
Concluding RemarksConcluding Remarks
Why involve users?Why involve users?
Better understanding of user needs Better understanding of user needs leads to a more appropriate and leads to a more appropriate and usable product.usable product. Expectation managementExpectation management: “Better to : “Better to
exceed users’ expectations than to fall exceed users’ expectations than to fall below them.”below them.”
OwnershipOwnership: Users who are involved are : Users who are involved are more likely to feel a sense of ownership more likely to feel a sense of ownership towards the product and be receptive towards the product and be receptive towards it when it emergestowards it when it emerges
Expectation managementExpectation management
Mac Word 6.0 StoryMac Word 6.0 Story “… “… the biggest complaint we kept hearing about the biggest complaint we kept hearing about
Mac Word 6.0 was that it wasn’t “Mac-like.” So, we Mac Word 6.0 was that it wasn’t “Mac-like.” So, we spent a lot of time drilling down into what people spent a lot of time drilling down into what people meant when they said it wasn’t “Mac-like.” … It meant when they said it wasn’t “Mac-like.” … It turns out that “Mac-like” meant Mac Word 5.0.”turns out that “Mac-like” meant Mac Word 5.0.”
“… “… we failed to make the UI of Mac Word 6.0 we failed to make the UI of Mac Word 6.0 behave like Mac Word 5.0. … The end result was a behave like Mac Word 5.0. … The end result was a UI that could only be described as clunky relative to UI that could only be described as clunky relative to Mac Word 5.0’s elegance.”Mac Word 5.0’s elegance.”
Mac Word 6.0Mac Word 6.0http://blogs.msdn.com/rick_schaut/archive/2004/02/26/80193.aspxhttp://blogs.msdn.com/rick_schaut/archive/2004/02/26/80193.aspx
Developers’world
Users’ world
Degrees of involvementDegrees of involvement
Full time Full time involvementinvolvement
Keeping users Keeping users informedinformed
Not involving usersNot involving users
Full time involvementFull time involvement
HowHow: Hire as part of the design team: Hire as part of the design team ProPro: Very familiar with the system: Very familiar with the system ConCon: Could lose touch with the user : Could lose touch with the user
groupgroupUsers’ worldDevelopers’
world
Keeping users informedKeeping users informed HowHow: Regular newsletters and communication channels, : Regular newsletters and communication channels,
workshops and evaluation sessionsworkshops and evaluation sessions ProPro: Achieving some level of involvement even with : Achieving some level of involvement even with
several usersseveral users ConCon: Changes are possible only from an already decided : Changes are possible only from an already decided
starting pointstarting point
Users’ worldDevelopers’
world
Not involving usersNot involving users Pro:Pro: Allows for more development time that would otherwise Allows for more development time that would otherwise
be spent managing, organizing and controlling such be spent managing, organizing and controlling such involvementinvolvement
Con:Con: Users will reject the product if it doesn’t fit their needs Users will reject the product if it doesn’t fit their needs
What is a user-centered What is a user-centered approach?approach?
Development driven by real users and Development driven by real users and their goals, not just technology.their goals, not just technology. Makes the most of human skillMakes the most of human skill Directly relevant to the work in handDirectly relevant to the work in hand Supports the user, doesn’t constrainSupports the user, doesn’t constrain
Gould and Lewis principles for a “useful Gould and Lewis principles for a “useful and easy to use computer system”and easy to use computer system” Early focus on users and tasksEarly focus on users and tasks Empirical measurementEmpirical measurement Iterative designIterative design
Focus on users and tasksFocus on users and tasks
Users task and goal are the driving Users task and goal are the driving force behind the development.force behind the development. e.g. Windsocke.g. Windsock
Human limitations should be taken into Human limitations should be taken into account. account. Recognition Vs. RecallRecognition Vs. Recall
e.g. e.g. http://clusty.com/http://clusty.com/ vs. vs. http://google.com/http://google.com/
EthnographyEthnography Long-term observation of users in their Long-term observation of users in their
natural environmentsnatural environments Gives lots of information about users, Gives lots of information about users,
their habits, workplaces, and artifactstheir habits, workplaces, and artifacts
Developers’world
Users’ world
Ethnography (Cont.)Ethnography (Cont.) Data collectionData collection
Observations and (optional) interviews guided by a very Observations and (optional) interviews guided by a very general research questiongeneral research question
Data analysisData analysis Databases of field notes, artifacts, and interview dataDatabases of field notes, artifacts, and interview data Classification of the data collectedClassification of the data collected
OutcomeOutcome ““Key linkage” that can focus the process of classifying Key linkage” that can focus the process of classifying
observationsobservations
None of the other methods provide as much raw data on None of the other methods provide as much raw data on users’users’
real-world habits and practicesreal-world habits and practices
Ethnographic Ethnographic InterviewingInterviewing
Alternative to standard ethnographyAlternative to standard ethnography AdvantageAdvantage: Much shorter time-span: Much shorter time-span DisadvantageDisadvantage: Less information gathered: Less information gathered SimilaritySimilarity: Usage is observed in the user’s : Usage is observed in the user’s
natural environmentnatural environment DifferenceDifference: Broad questions are asked about : Broad questions are asked about
use, in short interviews, instead of long-term use, in short interviews, instead of long-term observationobservation
When to useWhen to use: When you need to quickly identify : When you need to quickly identify the context in which a product will be usedthe context in which a product will be used
Participatory DesignParticipatory Design Users are actively involved in Users are actively involved in
developmentdevelopment Should be used if you want to draw on Should be used if you want to draw on
existing artifactsexisting artifacts Not suited for radical design changesNot suited for radical design changes
Developers’world
Users’ world
Participatory Design Participatory Design (Cont.)(Cont.)
Data collectionData collection Observations, interviews, collaborative design Observations, interviews, collaborative design
and cooperative prototyping guided by a well-and cooperative prototyping guided by a well-defined research questiondefined research question
Data analysisData analysis Analyze artifacts at breakdownsAnalyze artifacts at breakdowns Analyze videos, interviews and prototypes Analyze videos, interviews and prototypes
collected from sessions with the userscollected from sessions with the users OutcomeOutcome
Working with the users, the product is evolved Working with the users, the product is evolved from the existing artifactfrom the existing artifact
Participatory Design Participatory Design (Cont.)(Cont.)
Examples of paper based Examples of paper based prototyping techniques for prototyping techniques for participatory designparticipatory design PictivePictive
Some design components are prepared by Some design components are prepared by the developersthe developers
Pen, pencil, sticky notes, paper etc. are Pen, pencil, sticky notes, paper etc. are used by the usersused by the users
Video recording devices are used to record Video recording devices are used to record what happenswhat happens
Participatory Design Participatory Design (Cont.)(Cont.)
CardCard The same principle The same principle
as Pictive but with as Pictive but with screen dumpsscreen dumps
The cards are used The cards are used to explore workflow to explore workflow options with the options with the useruser
Contextual DesignContextual Design Targeted observations and interviews by taking Targeted observations and interviews by taking
“snapshots”, assuming that users’ work is essentially “snapshots”, assuming that users’ work is essentially staticstatic
The designer is questioning behavior but not participating The designer is questioning behavior but not participating Well suited for radical design solutionsWell suited for radical design solutions Possible to improperly “read” usersPossible to improperly “read” users
Developers’world
Users’ world
Contextual Design Contextual Design (Cont.)(Cont.)
Data collectionData collection Observation, interviews and walkthroughsObservation, interviews and walkthroughs Clearly defined set of concerns rather then a Clearly defined set of concerns rather then a
research questionresearch question Interviews are much more intense and focused Interviews are much more intense and focused
than an ethnographic studythan an ethnographic study Data analysisData analysis
Observations abstracted into various modelsObservations abstracted into various models OutcomeOutcome
Essential work structureEssential work structure
Contextual Design Contextual Design (Cont.)(Cont.)
Work modeling Work modeling A lot of the information about the users’ A lot of the information about the users’
world is collected in the observer’s world is collected in the observer’s headhead
Work modeling is essential to represent Work modeling is essential to represent the knowledge collectedthe knowledge collected
Work-modeling: Work Work-modeling: Work FlowFlow
Represents people and communication Represents people and communication between them in order to achieve the workbetween them in order to achieve the work
Work-modeling: ArtifactWork-modeling: Artifact Annotated picture of each significant physical Annotated picture of each significant physical
artifact used in achieving the workartifact used in achieving the workPhone is used to
call participan
ts
Phone-book is used to find the
participants’ numbers
Envelope is sent to the
office containing the names
of the participants
Pen and paper are
used to list the
confirmed participants
Work-modeling: Work-modeling: Sequence modelSequence model
Shows the detailed work steps necessary to Shows the detailed work steps necessary to achieve a goalachieve a goal
Work-modeling: Cultural Work-modeling: Cultural modelmodel
Represents constraints caused by Represents constraints caused by organizational cultureorganizational culture
Work-modeling: Physical Work-modeling: Physical modelmodel
Represents physical characteristics that may Represents physical characteristics that may constrain work patternsconstrain work patterns
Condensed Contextual Condensed Contextual InquiryInquiry
Alternative to contextual designAlternative to contextual design AdvantageAdvantage: Shorter time-span: Shorter time-span DisadvantageDisadvantage: Fewer concerns addressed: Fewer concerns addressed SimilaritySimilarity: Interviews based on a clearly : Interviews based on a clearly
defined set of concernsdefined set of concerns DifferenceDifference: Concerns are constrained to : Concerns are constrained to
key issueskey issues When to useWhen to use: Validate effectiveness of an : Validate effectiveness of an
already released product to identify future already released product to identify future improvementsimprovements
Comparing the techniques Comparing the techniques presentedpresented
EthnographyEthnography ContextualContextual ParticipatoryParticipatory
User User involveminvolvementent
LowLow MediumMedium HighHigh
Role of Role of designerdesigner
Uncover Uncover findings findings about users’ about users’ worldworld
Sample Sample the users’ the users’ world world
Being an Being an equal equal partner partner with the with the useruser
Length of Length of studystudy
Extensive – Extensive – several several monthsmonths
Short Short interviewinterviewss
Short Short interviewsinterviews
Comparing the techniques Comparing the techniques presented (Cont.)presented (Cont.)
EthnographyEthnography ContextualContextual ParticipatoryParticipatory
BenefitsBenefits Wealth of Wealth of informationinformation
Very specific Very specific structurestructure
Keeps users’ Keeps users’ expectations expectations in checkin check
DrawbacksDrawbacks Requires Requires experienceexperience Hard to Hard to translate translate findings to findings to designdesign
Involves many Involves many diagrams and diagrams and notations – notations – might be might be complicated complicated to create and to create and understandunderstand
Users’ Users’ thinking can thinking can be be constrained to constrained to what they are what they are used toused to
When to useWhen to use When there is When there is sufficient time sufficient time and no and no current current solutionsolution
Innovative Innovative designdesign
Whenever Whenever users are users are available and available and willing to take willing to take part in the part in the designdesign
Concluding remarksConcluding remarks All agree that involving users is beneficial to the All agree that involving users is beneficial to the
project (expectation management, feeling of project (expectation management, feeling of ownership)ownership) The question is how and whenThe question is how and when
User-centered approaches require gathering and User-centered approaches require gathering and interpreting much information about the user’s interpreting much information about the user’s worldworld
Ethnography is about detail, while design is about Ethnography is about detail, while design is about abstraction: they don’t immediately complyabstraction: they don’t immediately comply
PICTIVE and CARD are both participatory design PICTIVE and CARD are both participatory design techniques that empower users to take active part techniques that empower users to take active part in the designin the design
Contextual design is a method that provides Contextual design is a method that provides models and techniques for gathering user data models and techniques for gathering user data and representing it in a form suitable for practical and representing it in a form suitable for practical designdesign
ReferencesReferences Preece, Jenny, Yvonne Rogers, and Helen Sharp. Preece, Jenny, Yvonne Rogers, and Helen Sharp.
Interaction Design: beyond human-computer Interaction Design: beyond human-computer interactioninteraction. New York: John Wiley & Sons, Inc., . New York: John Wiley & Sons, Inc., 20022002
Kantner, Laurie, et al.Kantner, Laurie, et al. Alternative methods for Alternative methods for field usability researchfield usability research. New York: ACM Press, . New York: ACM Press, 20032003
Spinuzzi, Clay. Spinuzzi, Clay. “Investigating the technology-“Investigating the technology-work relationship: A critical comparison of three work relationship: A critical comparison of three qualitative field methods.”qualitative field methods.” IEEE 2000, 419-432 IEEE 2000, 419-432
Muller, M. J. Muller, M. J. Participatory design: The third Participatory design: The third space in HCIspace in HCI. In J. Jacko & A. Sears (Eds.), The . In J. Jacko & A. Sears (Eds.), The Human-Computer Interaction Handbook, (pp. Human-Computer Interaction Handbook, (pp. 464–481). Mahwah, NJ: Lawrence Erlbaum 464–481). Mahwah, NJ: Lawrence Erlbaum AssociatesAssociates