The Future of the Web: Visual, Social, Universal Ben Shneiderman Ben Shneiderman ([email protected]) ([email protected]) Director, Human-Computer Interaction Laboratory Director, Human-Computer Interaction Laboratory Professor, Department of Computer Science Professor, Department of Computer Science Member, Institutes for Advanced Computer Studies & Member, Institutes for Advanced Computer Studies & Systems Research Systems Research University of Maryland University of Maryland College Park, MD 20742 College Park, MD 20742
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Ben Shneiderman ([email protected]) Director, Human-Computer Interaction Laboratory Professor, Department of Computer Science Member, Institutes for Advanced.
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Director, Human-Computer Interaction Laboratory Director, Human-Computer Interaction Laboratory Professor, Department of Computer ScienceProfessor, Department of Computer Science
Member, Institutes for Advanced Computer Studies &Member, Institutes for Advanced Computer Studies &Systems ResearchSystems Research
University of MarylandUniversity of MarylandCollege Park, MD 20742College Park, MD 20742
Human-Computer Interaction Laboratory
Interdisciplinary research community - Computer Science & Psychology - Information Studies & Education (www.cs.umd.edu/hcil)
Collaboration & communities Manuals, tutorials, training
www.awl.com/DTUIhcibib.org
usableweb.com
Scientific ApproachScientific Approach (beyond user friendly)(beyond user friendly)
Specify users and tasksSpecify users and tasks Predict and measure Predict and measure
time to learntime to learn speed of performancespeed of performance rate of human errorsrate of human errors human retention over timehuman retention over time
Assess subjective satisfaction Assess subjective satisfaction (Questionnaire for User (Questionnaire for User Interaction Satisfaction 7.0, Interaction Satisfaction 7.0, www.lap.umd.edu/QUIS/index.html)www.lap.umd.edu/QUIS/index.html)
Accommodate individual differencesAccommodate individual differences Consider social, organizational & cultural contextConsider social, organizational & cultural context
Old Metrics: Computer-Centered Old Metrics: Computer-Centered
Network bandwidthNetwork bandwidth Processor speedsProcessor speeds Web pages and page visitsWeb pages and page visits Server capacity & reliabilityServer capacity & reliability Database sizes for images, videos, music, Database sizes for images, videos, music,
statistics, remote sensing statistics, remote sensing System response timesSystem response times
Web Design Strategies to Empower Users:
Visual, Social, Universal
New Metrics: User-centeredNew Metrics: User-centered
1) Visual Design1) Visual Design Speed of performance on benchmark tasksSpeed of performance on benchmark tasks Error rates & recovery patterns Error rates & recovery patterns Retention & familiarityRetention & familiarity
2) Social Support2) Social Support Capacity to communicate with othersCapacity to communicate with others Degree of empathy, trust, privacy & securityDegree of empathy, trust, privacy & security Pace of cooperation & knowledge exchangePace of cooperation & knowledge exchange
3) Universal Usability3) Universal Usability Range of technology supportedRange of technology supported Diversity of users accommodatedDiversity of users accommodated Support for novices & expertsSupport for novices & experts
Application Explosions Application Explosions
E-commerce Sales, Sales, Sales Information, customer support & service New partnerships for integrated services Business to Business (B2B) opportunities
Medicine & healthcare Tele-medicine consultation & information sharing More informed and active patients New patient-doctor relationships Graphical patient histories: diagnosis, assessment, research
Speed in locating known items in a catalogSpeed in locating known items in a catalog Broad/shallow designs for exploration & browsingBroad/shallow designs for exploration & browsing Causes of abandoned shopping basketsCauses of abandoned shopping baskets Return visitors profileReturn visitors profile Purchases as a function of session length & path Purchases as a function of session length & path Impact of advertisements & publicityImpact of advertisements & publicity Sources of referrals & destinations on exitSources of referrals & destinations on exit Market share & comparison with competitorsMarket share & comparison with competitors Number of forgotten/unserved usersNumber of forgotten/unserved users
Application ExplosionsApplication Explosions
Educational technology Distance Learning & on-demand courses Just-in-time training Active learning, teamwork & project orientation Philosophy: Relate-Create-Donate
Tele-democracy Government information and services Online voting, licenses, payments Participation in political processes Campaign contributions
New ChallengesNew Challenges 1) Visual Design1) Visual Design
Advanced Graphical User Interfaces Advanced Graphical User Interfaces Information VisualizationInformation Visualization Dynamic queries & query previewsDynamic queries & query previews
2) Social Support2) Social Support From 100-person listserv to million-person communitiesFrom 100-person listserv to million-person communities Instant messaging, team coordination, knowledge managementInstant messaging, team coordination, knowledge management Medical support groups as empathic communitiesMedical support groups as empathic communities
3) Universal Usability Cope with technology variety Accommodate diverse users Reduce complexity & promote evolutionary learning
1) Visual Design1) Visual Design
Visual bandwidth is enormous Human perceptual skills are remarkable
2) Social Support: Concepts2) Social Support: Concepts Online communities
E-commerce customer service & consumer conversations Medical support groups & information exchange Educational discussions & teamwork Neighborhood forums & political organizing
2) Social Support: Goals2) Social Support: Goals Supporting Sociability
People: Target a population Purposes: Clearly state focus Policies: Make expectations explicit
behavior, privacy, moderation, joining rules
Designing Usability Users: Know the users Tasks: Understand frequencies and sequences Systems: Choose seamless combinations of tools
Online Communities: Supporting Sociability, Designing Usability Jenny Preece, John Wiley & Sons, June 2000
ConsistentPredictable
Controllable
2) Social Support: Trust2) Social Support: Trust
Invite participation by ensuring trustInvite participation by ensuring trust Disclose patterns of past performance Provide references from past and current users Get certifications from third parties Make policies for privacy & security easy to find & read
Accelerate action by clarifying responsibility Clarify each participant's responsibilities Provide clear guarantees with compensation Describe dispute resolution and mediation services
Communications of the ACM, Special Issue on Trust
3) Universal Usability Technology variety:
Support broad range of hardware, software, and network access
User diversity: Accommodate users with different skills, knowledge, age, gender, literacy, culture, income, disabilities, disabling conditions (mobility, injury, noise, light)...
Gaps in user knowledge: Bridge the gap between what users know and what they need to know
Communications of the ACM, May 2000
ConsistentPredictable
Controllable
Technology variety: Support broad range of hardware, software, and network access
1 to 100 range in processor speeds
286 486 Pentium
1 to 100 range in screen sizes
Palm devices Laptops Large Desktop or Wall Display 30,000 480,000 3,840,000 pixels
I feel... an ardent desire to see knowledge so disseminated through the mass of mankind that it may...reach even the extremes of society: beggars and kings.