1 CHI - 2000 What I Saw… Tutorials Contextual Design: Using Customer Work Models to Drive Systems Design Design and Rapid Evaluation of Usable Web Sites SIGs A "Bag of Tricks" for Web Usability Panels Interactionary: An Interaction Design Competition Scaling for the Masses: Usability Practices of the Web's Most Popular Sites Papers User Experience in E-Commerce 3D Environments Tools for Design
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CHI - 2000 1 What I Saw… Tutorials Contextual Design: Using Customer Work Models to Drive Systems Design Design and Rapid Evaluation of Usable Web Sites.
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What I Saw…
TutorialsContextual Design: Using Customer Work Models to Drive Systems DesignDesign and Rapid Evaluation of Usable Web Sites
SIGsA "Bag of Tricks" for Web Usability
PanelsInteractionary: An Interaction Design Competition Scaling for the Masses: Usability Practices of the Web's Most Popular Sites
PapersUser Experience in E-Commerce3D EnvironmentsTools for Design
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Tutorial 1
Subject: Contextual Design: Using Customer Work Models to
Summary: Authors presented methodologies and representational models
for capturing work practices. Once gathered across user groups, these models can be consolidated in order to drive the (re)design of systems to aid those work practices.
Contextual Design
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Contextual Design Process
Contextual Design
Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.
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Contextual Design Process
Contextual Design
Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.
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Work Models
Flow – the communication and coordination between people and roles
performed in service of the intent irrespective of time
Sequence – the detailed work steps in time to accomplish a task
Cultural – the overall climate and cultural forces present in the environment of the customer
Physical – the layout and structure of an individual work space or site
showing how it supports the work
Artifact – the structure and usage of a work artifact
Contextual Design
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Flow Model
Contextual Design
Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.
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Sequence Model
Contextual Designti
me
Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.
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Cultural Model
Contextual Design
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Physical Model
Contextual Design
Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.
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Artifact Model
Contextual Design
Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.
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Consolidation
Once all work models have been gathered, each model is consolidated in order to represent the superset of the work process
Reveals common underlying pattern: Intent – the purpose or motive for a taskStrategy – a pattern for doing workStructure – an organization of the physical or social environment to support workConcepts – distinctions that help people think about their work and how to do itMindset – values and identity
Incorporates variations
Contextual Design
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Consolidated Flow
Contextual Design
Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.
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Redesigning the Work
Contextual Design
Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.
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Take-aways
PositiveEmploying Contextual Design methods can be useful in the creation of new tools for the web but primarily within a known audience of users when functionality of site is driven directly around supporting specific tasks
Limitations in approach Presented as an end-all for designMust stay objective while collecting data and (re)designing applicationTime consumingMultiple people (group) needed to properly collect, consolidate and extract models and new work processes
Contextual Design
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Follow Up
Publication:“Contextual Design : A
Customer-Centered Approach to Systems Designs” isbn: 1558604111
Links:http://www.incent.com/
Contextual Design
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Tutorial 2
Subject: Design and Rapid Evaluation of Usable Web Sites
Authors: Gene LynchDesign Technologies, Inc.
Summary: Presentation was primarily a fast-paced overview of
successful, main- stream, user-centered principles to employ during web site.
Evaluation of Usable Web Sites
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TopicsWeb Site UsabilityUser and web site purposeWeb site classification and functionalityDesign plan, process and issuesCard sorts for web site function and structureScenario-based designUser personasScenarios for design and evaluationWeb site design guidelines4 graphic principles and examplesDesign principles, heuristics and examplesMethods for evaluating web site usabilityA rapid evaluation processHeuristic reviewsTeam usability walkthroughs
Evaluation of Usable Web Sites
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Take-aways
PositiveIncredible amount of reference material and follow up directions for further, more in-depth explorationGood over view of the variety of aspects employed in user centered design and evalution. Session notebook good reference for new employees/internal education.
Negative Too much for one day (this was a 2 or 3 day seminar compressed --- 250 pages of slides within 6hr session!)Geared to the novice web personCrowd often took away from richness of information discovery because of level of understanding of domain (web) (i.e.. Questions out of sync with topic)
Evaluation of Usable Web Sites
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Web Site Usability(references)
Seven Deadly Web Site Sins – Jesse Berst, ZDNet Anchor Desk
Inconsistent navigationBroken LinksBrowser-specific sitesNo contact informationFramesSites that open new browsers“Under Construction Signs”
Evaluation of Usable Web Sites
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Web Site Usability(references)
Make People Love Your Web Site –Jesse Berst, ZDNet
Write right. (Make it short. Make it easy to scan.Make it simple
and direct)
Link right. Quality – not quantity. Good information fast.
Link wrong. Link to appropriate outside sites
Make it easy to be heard. Easy to find contact information.
Listen up. Answer every “letter”
Evaluation of Usable Web Sites
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Web Site Usability(references)
Five Most Serious Web Design Errors – D. Philip Haine, HP Ebusiness
Distracting motionForm not following functionAmbiguous linksUnhelpful searchDesign doesn’t match what user cares about
Evaluation of Usable Web Sites
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Web Site Usability(references)
7 Debilitating Diseases of Business Web Sites –
Dr. Ralph F. Wilson, Web Marketing Today
Clarity of ConstructionWhat Kind of Business? How do I place an order? How
do I contact you?
Image InflammationDesigners who need to show off wonderfully complex,
large graphics
Monitor Myopia640x480 users need to scroll to the right to see the
full text
Frames FixationFrames excessively cut up the screen, Print
poorly, cannot be bookmarkedCont’d…
Evaluation of Usable Web Sites
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Web Site Usability(references)
7 Debilitating Diseases of Business Web Sites –
Dr. Ralph F. Wilson, Web Marketing Today
Background BlemishComplex slow and distracting
Button BloatSites that make you wait while many individual buttons download, rather than a single navigation bar or clickable map
Navigation Neuralgia Too many or too few top-level choices. Structures not related to customer needs
Evaluation of Usable Web Sites
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Web Site Usability(references)
Top Ten Mistakes in Web Design Jakob Nielsen
FramesOver-use of “leading-edge” technologyScrolling text, marquees and animationsComplex URLsOrphan pagesLong scrolling pagesNo navigation supportNon-standard link colorsOutdated informationLong download times
Evaluation of Usable Web Sites
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Web Site Usability(references)
Design Technologies, inc. Top 5
Structures and content that support user tasksEasy access to critical content (minimize distance to content)Readability and minimal distractorsLogical grouping of controls“Connective Tissue” – Feed forward and feed back
Evaluation of Usable Web Sites
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Web Site Usability(references)
Audience Issues
SpeedUnneeded updates to web siteUnpredictabilityScannabilityToo many non-topical linksPoor text structurePoor content clarificationPath DepthDecision Support
Evaluation of Usable Web Sites
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Further Information
Gene LynchDesign Technologies, Inc.618 SW Arboretum CirclePortland, OR 97221www.designtech.com
Evaluation of Usable Web Sites
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Panel
Subject: Scaling for the Masses: Usability Practices of the Web’s Most Popular Sites
Organizer: Jared SpoolUser Interface Engineering
Summary: Open round-table of usability professionals from eBay, CNET,
Yahoo!, Intuit and Fidelity. Each discussed specific aspects of their site and all answered questions generated by audience.
Scaling for the Masses
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Discourse
Because of the nature of the panel, conversation was initially focused on introducing panel members and the work they faced but quickly opened up into a free-from Q&A. Included are a few salient comments made by panel members……
Scaling for the Masses
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Comments
CNET – “Own the users and the merchants will come”“Marketing wants to ‘warm up’ the users…. Reality is the user has a mission and ‘warm up’ is a waste of time”Intuit has shifted Quicken loan site from broker to lender in order to maintain level of service to its’ customerseBay – “Sudden change is disruptive” –versioningIntuit – ‘tweak teams’ in charge of changes between versions based on log dataFidelity – “People like to run their fingers through their money” – they display portfolio assets in different ways for their customers
Cont’d…
Scaling for the Masses
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Comments
Yahoo! – “Usability == Quantitative == complete tasks….User Experience == Qualitative == do the users like/want to do something”‘Usability’ vs. ‘User Experience’Fidelity – “Not Reducing ‘Click-through’ but that a Click has Value”Fidelity – “Reduce upfront message & place in a side area”Fidelity – “Invite Marketing people to usability testing sessions to see reactions in person”