Imran Hussain Assistant Professor University of Management and Technology (UMT)

Virtual University- Human Computer Interaction1 Imran Hussain | UMT

Imran HussainAssistant ProfessorUniversity of Management and Technology (UMT)

Lecture 3Introduction to Human-Computer Interaction - Part III

Virtual University Human-Computer Interaction


Murder - Murder

• 1981

• System Installation Manager receives a call from Sheriff dept.

• “Your terminal is dead. Come and get it”

• Caller insisted that he should come in person to collect the “Dead Body”

• Cause of death Two bullets fired from close proximity.


In the Last Lecture …

• Understand significance of HCI– Reasons for negative effects

• Plane Crash Reasons

• Fundamental Truths about Computers

• Feature Shock


In the Last Lecture …

• Understand the nature of humans and computers

• Software Apartheid


What is the Relationship between Software Engineers and Apartheid?

• Apartheid– Racial segregation; specifically : a policy of segregation and political and

economic discrimination against non-European groups in the Republic of South Africa

• Software Apartheid– Institutionalizing obnoxious behavior and obscure interaction of

software-based products

• Comparison of Social Activist and Software Engineers

• Institutionalizing apartheid


Last Lecture - Revelations

“Acceptable levels of quality for software engineers are far lower than are those for traditional engineering disciplines”

“Software-based products not INHERENTLY hard to use

Wrong process is used to develop them”


In Today’s Lecture …

• Effect of computer systems on human productivity, employee loyalty, revenue, and customer loyalty

• Computers + Information


Effect of Bad Tools On People

• Have you ever used a hammer whose head is not properly fitted into the arm?

• Or a Screw whose head breaks / goes flat when you try to open it ?

• Lets look at an example from the Airline Industry … IFE– Computers now rule passenger cabin in addition to cockpit

• Prized employees– Spend most time with customers


In-Flight Entertainment System (IFE)

Interior of Plane

IFE


IFE

• Senior Staff was declining more desirable Long routes• Past- Manual Cash Collection• In Flight Entertainment with strict Cash Collection System.


Result

• Loss of Customer Loyalty

• Loss of Employee Loyalty

• Loss of Revenue


What should be done

• Purposefully design humane and forgiving software, that is• Inclusive• Forgiving• Profession-blind• Class-blind

• Software-based products affect us all, sometimes fatally

• Software-based products not INHERENTLY hard to use– Wrong process is used to develop them


Industry in Denial

• People who rush to believe in the benefits of the computer – In their rush have abdicated their responsibility to make these products easy to use.


Industry in Denial

• Computerized Devises are Everywhere– Highly sophisticated– Powerful

• BUT– Dauntingly Difficult to use– Confusing to Use


Industry in Denial – Contrasting Views

• Techies– Satisfied– Belief in Technology– Power of Products

• People– Difficult to use– Diminishes and Degrades people who must use it as in IFE case


Reality

• Our lives are becoming more and more dependent on the whims, fancies, disasters and decisions of hi-tech industry


Video Clip


Rage! Rage! Rage!

Road RageTrolley Rage

Air RageWork RagePC Rage


Techno Rage – The New Rage in Town

• Looks like this guy was suffering from “Computer’s Tourette”– In Tourette’s Syndrome people uncontrollably swear and get into rage

• Was this clip real?

• Advertising campaign for surveillance computers from Loronix Information Systems in Colorado originally launched back in 1995


Life Imitates Art

• 1 in every 4 computers has been physically attacked by its owner - Novatech (British PC Manufacturer)

• Almost ⅓ of people have physically attacked a computer – National Opinion Poll/Symantec

• 67% experienced frustration, exasperation and anger – National Opinion Poll/Symantec

• 70% swore at their machines – National Opinion Poll/Symantec


PC Rage

• Over half of all working days lost to sickness in the UK are related to workplace stress - Priory Healthcare


“Hopefully as technology improves and computers become ever more user-friendly, these attacks will

become less frequent”


Engineers Belief

Engineers believe that since they made it, can use it, everyone can use it

“If WE can use it, YOU can use it. If you can’t, YOU must be STUPID”

“Users are stupid” – anonymous

“Users are dummies” – anonymous


But wait, computers weren’t made FOR engineers

• I though it was made for normal human beings?!??!!


Success Criteria in the New Economy

• Business success is all about managing relationships– Companies doing business on the

Web are focusing on how to retain and extend relationships with customers



• Success depends upon the ability of a business to effectively and efficiently meet customer needs and goals

Business

Success

User Experien

ce



Factors providing competitive advantage

high

low

User Experience

Technology

Business Strategy

manifestation of business strategy

enabling factor for user experience & business strategy


Common Problems in the New Economy

• Scenario: A web site that is– Aesthetically beautiful– Technically perfect– Wonderful content– But users can’t find information!


Findability

• Users can only find information 42% of the time – Jared Spool


Findability

• 62% of web shoppers give up looking for the item they want to buy online

– Zona Research


Findability

• 50% of the potential sales from a site are lost because people cannot find the item they are looking for

– Forrester Research


The Result

• 40% of the users who do not return to a site do so because their first visit resulted in a negative experience

– Forrester Research


Software Maintenance Costs

• 80% of software lifecycle costs occur after the product is released, in the maintenance phase - of that work, 80 % is due to unmet or unforeseen user requirements; only 20 % is due to bugs or reliability problems.

- IEEE Software


Project Cost Estimation

• Around 63% of software projects exceed their cost estimates. The top four reasons for this are:

• Frequent requests for changes from users • Overlooked tasks • Users' lack of understanding of their own requirements • Insufficient user-analyst communication and understanding

- Communications of the ACM


Return on Investment (ROI)

Scenario A Scenario B

Revenue Potential $100m $100m

User Experience Good Bad

Sales Lost 0% 50%

Revenue Lost $0m $50m

Actual Revenue $100m $50m

m - millions


The End of Business As Usual

• Business success is directly related to the customer experience

• BOO.com, a $204m startup fails– BBC News

• Poor commercial web sites will kill 80% of Fortune 500 companies within a decade

- Jakob Nielsen


The Death Knell

Products with a bad user experience deserve to

DIE !


Computer + Information

+


Sydney Olympics

• Bruce Lindsay Maguire vs Sydney Organising Committee for the Olympics Games (SOCOG)

• Allegation: SOCOG in breach the Disability Discrimination Act 1992 by failing to make accessible to him key parts of its web site

• vast majority of organisations with a web site must ensure that their web site is (within certain limits) accessible by disabled persons


Computers are Everywhere

• Computer invasion has started

• Traditional notion of computers

• Computers are everywhere

• Computers will annoy, infuriate, and even kill


Riddles for the Information Age

• Computer + Alarm Clock

• Computer + Camera

• Computer + Car

• Computer + Warship

• Computer + Airplane


Summary of Introduction – Part II

• Understand significance of HCI– Reasons for negative effects

• Plane Crash Reasons

• Fundamental Truths about Computers

• Feature Shock



• Reality Check

• Understand the nature of humans and computers

• Software Apartheid



“Acceptable levels of quality for software engineers are far lower than are those for traditional engineering disciplines”

“Software-based products not INHERENTLY hard to use

Wrong process is used to develop them”


What We Learnt Today …

• Effect of computer systems on human productivity, employee loyalty, customer loyalty and revenue

• Hopefully this has opened your eyes, mind, changed the way you think


Human-Computer Interaction

HumanComputer

Interaction


HCI – A Formal Definition

“Human-Computer Interaction is a discipline concerned with the design, evaluation and implementation of interactive computing systems for human use and with the study of major phenomena surrounding them”

-ACM/IEEE


Next Lecture

• Basic concepts and terms in HCI– Some introduced today

Imran Hussain Assistant Professor University of Management and Technology (UMT)

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