UserCenteredSolutionsPowered by Tata Infotech

TM

www.usercenteredsolutions.com

We make

usable

software

The Third Wave of the Information Age

Human FactorsI n t e r na t i ona l

Ecommerce

Intranets

Applications

User-Centered Solutions™

© 2000 by Dr. Eric M. Schaffer, Human Factors International, Inc. Nopart of this book may be used or reproduced in any manner whatsoeverwithout written permission.

For additional copies, or more information, contact Jay More, HFI,410 West Lowe, P.O. Box 2020, Fairfield, IA 52556, 1-515-472-4480.Call toll-free from the US and Canada, 1-800-242-4480

P o w e r e d b y T a t a I n f o t e c h

The Third Wave of theInformation Age

User-CenteredSolutions

Human FactorsI n t e r na t i ona l

www.usercenteredsolutions.com

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WHY DO WE CALL IT “DOWNLOADING”?Today, our industry sees the computer as king

Another example: Why are “Inputs” what go into thekeyboard, instead of what the user reads?The real “Inputs” are what go into the user’s eyes!

KingServer

Download Grateful,subordinateuser

Realserver

Upload

Yes!

If the user was primary,“Download” would be called “Upload”

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THE THIRD WAVEToday hardware is a commodity. The ability tocreate databases, connectivity, HTML: they takeskill, but everyone can do it. Software is acommodity. The DIFFERENTIATOR is the ability tocreate an application that meets people’s needs,accommodates their limitations, and provides theright user experience. Designing for the user is theupcoming business advantage.

●1980

●1990

●2000

IBM Microsoft

Hardware Software User-CenteredSolutions™

Human Factors

Graphic Arts

Software

Hardware

Business

▼The focus isfinally on me!!!

Focus onthe user

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HOW COMPANIES TRY – AND FAIL#1 – Executive edict #2 – Buy an ad agency

OK. We will be customer-driven. Customer-drivenis US! You MUST be very,very, very, customer-driven.CEH

(ChiefExecutiveHoncho)

Wonderwhat thatMEANS?

My customer drivesme to work!

Can make it workprogrammatically

Can make it look cool,catchy, and beautiful

This works OK forbrochures, but NOTfor complex sites orapplications.

You will be happy toknow we have acquiredan Ad Agency! Worktogether and meet thecustomer’s needs.

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THERE IS A TECHNOLOGYOF USER CENTERED DESIGNHuman Factors Engineering,aka Software Ergonomics,aka Engineering Psychology

Eric M. Schaffer, Ph.D., CPEBoard Certified Over 25 years in human factorsdevelopment

SKILLED PROFESSIONALS

A few of HFI’s directors

Hal Miller-Jacobs, Ph.D., CPEInstructor and usability consultantSpecializes in human computerinteraction

John Sorflaten, Ph.D., CPE13 years with HFI as project directorand usability instructor.

Phil Goddard, Ph.D., CPEDevelops high-level architecturesTeaches ergonomic GUI design

RESEARCH

You could spend the rest of your lifereading the literature applicable touser centered design. Over 70 newpublications a day!

PRINCIPLES

The research is often digested intogeneral principles. Like: Usersremember by spatial location – sokeep objects in the same place.

METHODOLOGY

For over 20 years we have beenrefining The Way to Design a GoodUser Experience.

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USER-CENTERED TECHNOLOGYOptimize the design for your target user groups

Know thyusers for theyare not you

You MUST study your user. You must NOT expect the userto tell you what to design

FREE BUTTON! �

HIGH-LEVEL STRUCTURE AND NAVIGATION

Based on user’s Natural Mental Model(“Cognitive Engineering”)• Simple and self-evident• Physically efficient to navigate

Detailed design – optimize what matters

Intellectual

Memory

Visual

Emotional

Motor

· Speed· Accuracy· Self-Evidency· Satisfaction

SUCCESS ISMEASURABLE

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DON’T JUST ADD A BIT OFUSER-CENTERED DESIGNIn the past, design has tended to be technology-driven. Marketing then adds general direction(which is rarely translated into concrete design).Then add a little human factors work. Better thannothing, but only limited success is possible.

So we want you tomake it USABLE,by Thursday

List of newfunctions

Anecdotal insightsabout customers

and executivepreferences

Technologyteam driven by

SCHEDULE

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Phase II

User-Centered Detailed Design and Implementation

THE WHOLE DEVELOPMENT PROCESSMUST BE FOCUSED ON THE USER

Phase I

User-Centered System Definition

Design to theuser’s needs and

characteristics

Systems integrationstructure to supportthe user interface

User interfacestructure

Study of technologicalenvironment

Study user

In reality it must be doneby an integrated team.Good communicationleads to good trade-offs.

User interfacestandards

Detailed Design

Full implementationand quality control

Usabilitytesting

Technologicalframework

HFI

TataInfotech

Highlysuccessfuluser-centeredsolutions

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YOU CAN HAVE IT ALLWe spent a full year crafting our abilityto deliver User-Centered Solutions™.These are the criteria we met:

Be user-centered – for real � Offered and controlled by Human FactorsInternational, Inc. Dating back to 1981, it isthe world’s premier company focused on thepractical application of user-centered designto commercial systems.

Be a complete solution � One point of contact. One point of responsibility. One bill. We provide all, or any part.

Branding � Definition � Design � Implementation �

Installation � Support � Maintenance

Be fast �

Be cost-effective �

Our people are experienced. Our methodsminimize rework. We use offshore resources soyour project follows the sun — moving ahead 20hours a day. Both HFI and Tata Infotech havestaff in the USA and India (12 1/2 hours apart).

HFI is known as expensive…and worth everypenny. Tata Infotech is trustworthy, effective, andcan often reduce costs by extensive use ofoffshore resources.

Wow!

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Tata Infotech

Part of Tata Group, India’s largest company,with $9 billion in annual revenue. Tata Infotechhas…• Over 4000 staff• Over 5000 completed projects• ISO9000 certification• Groups specializing in:

Finance and InsuranceTelecommunicationsTransportationPublic SectorManufacturingCommercial

THE BEST PLAYERSUser-Centered Solutions™ are offered byHuman Factors International, Inc. with thetechnical effort powered by Tata Infotech.

HFI

The world’s premier company in practicalapplication of software ergonomics tocommercial applications. Operations datingback to 1981. We have worked on many of thebiggest and most complex ecommerce sites,Intranets, and other software applications.

Examples• ameritrade.com• art.com• bamboo.com• Chevron Intranet• dell.com• DLJdirect.com• epa.gov• FedEx• Ford Motor Company• National Cancer Institute• painewebber.com• Sprint and Sprint PCS• staples.com

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AN INTEGRATED TEAMWe have placed major attention on the workingrelationship between HFI and Tata Infotech. At everylevel we have communicated, shared, planned, andworked together. We have bridged the cultural gapbetween our companies and countries. ALL this tooffer the world’s first true User Centered Solutions™

Vijay More,President, HFI

WE MAKE USABLE SOFTWARE™

LET US BUILDONE FOR YOU.

Eric Schaffer,Ph.D., CPE,CEO and Chiefof TechnicalStaff, HFI

Dr. Eric Schaffer, CEO of HFI, and Dr. Nirmal Jain, CEO ofTata Infotech, at the partnership signing in Mumbai, Indiaon December 16th, 1999. Looking on are key managingparticipants from Tata Infotech and Apala Lahiri Chavan,the HFI Managing Director of our office in Mumbai.

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Contact InformationHuman Factors International, Inc.410 West Lowe, PO Box 2020Fairfield, IA 52556Phone:800-242-4480515-472-4480Fax:515-472-5412Web:www.humanfactors.comEmail:hfi@humanfactors.com

www.usercenteredsolutions.com

Human FactorsI n t e r na t i ona l