Lab 6 - questionsanswers by groups 5 and 7

Lab 6 - questionsanswered by groups 5 and 7

Agenda

ACD and HCDDesign GoalsBREAKSaturation pointInnovationMeasurements

ACD and HCD

Question group 3+4:

What are the advantages and disadvantages of using ACD and HCD?

References:http://www.slideshare.net/shalinishingari/user-centered-designhttp://bokardo.com/archives/activity-centered-design/http://en.wikipedia.org/wiki/User-centered_design

ACDs - pros and cons

Pros

Focuses on the user's activityProvides a solution to the variety of usersProvides a clear and sustaineddesign modelRemoves copious featuresPeople tend to engage in activity

Cons

Might seem "old-fashioned"Tend to discard user's inputProducts are mostlydesigner-orientedLess features in products

HCDs - pros and cons

Pros

Focuses on all of the user's aspectsProducts are more efficient, effective, and safeAssists in managing user's expectations and levels of satisfaction with the productProducts requires less redesign and integrate into the user's enviroment faster.

Cons

Too much focus on the user's wanted goals rather than the practical "musts"Products become more costly to accomplishHighly time-consumingRequire the involvement of design team members and stakeholders

ACD and HCD

Question group 12:

How has HCD demonstrated improved usability, fewer errors during usage, and faster learning time and is it possible to see those benefits in a comparison with ACD?

References:

Task: remove a file

ACD - technology rules HCD - human rules

ACD and HCD

Question group 1:

Donald Norman tells us that in larger products ACD is more efficient to use than HCD. Is this the case for any larger product and if so are there any other examples that supports Norman's statement?

References:http://www.uie.com/articles/designing_web_applications_for_use/http://en.wikipedia.org/wiki/Larry_Constantine

Is ACD more efficient in larger products?

In general it is more efficient for larger productsLarger products have more different usersHarder to offer unique HCD solutionsHCD in larger products tends to complexity

Larry ConstantineLarry LeRoy Constantine, american software engineer and professorin the Mathematics and Engineering Department at the University of Madeira Portugal

He is considered one of the pioneers of computing

He believes that ACD is the alternative to use in larger products, where HCD would create without any doubts complexity.

"First, an overly purist user-centered, customer-centered approach often contributes to the dreaded disease of creeping featuritis that plagues so much of modern technology"

"Secondly, paying too close attention to users and what they say can lead to timid, overly conservative design that does little more than repeat the mistakes of the past in a pretty new package"

Question, Group 8Norman said that the human mind is ever changing, if one should concentrate on the activity, how will the designer know which activity is most important, and what activity will be performed? Maybe HCD has to be involved anyway, if this is the way then what is the downside and upside with combining HCD and ACD? Reference: 1. Larry Constantine Designing Web Applications for Use http://www.uie.com/articles/designing_web_applications_for_use/ 2. Intelligent multimedia multi-agent systems: a human-centered approachAvRajiv Khosla, Ishwar K. Sethi, Ernesto DamianiEdition: illustratedPublicerad av Springer, 2000

ACD and HCD

ACD - Activity Categorization

1. Hierarchy of Human Action

Activity Action Operation

ACD - Activity Categorization

2. Importance of activities

Relevant activitiesActivities purposesParticipantsArtifacts

ACD - Activity Categorization

3. Activity Map

How various actions fit together Rich picture of composition of action and operationsCard clusteringCard storming

ACD - Activity Categorization

ACD - Activity Categorization

4. Combination of ACD and HCD

Seldom, if never, combinedHCD designs might be realized through Activity-centered analysisHCD tries to cut down complexity

Group 15 + 14:Can you find any successful HCD products that contradict Norman's statement that ACD is superior to HCD?

References:1. What is user-centered design?http://www.upassoc.org/usability_resources/about_usability/what_is_ucd.html 2. Intelligent multimedia multi-agent systems: a human-centered approachAvRajiv Khosla, Ishwar K. Sethi, Ernesto DamianiEdition: illustratedPublicerad av Springer, 2000

ACD and HCD

HCD products

Intelligent vehiclesLogicLibraryEaton

ACD and HCD

ACD and HCD

HCD superior over ACD when :

Technology needs to adapt to userUser needs helpUser cannot make conscious decisions

Design Goals

Questions:Bevan (1999) explains that quality in use is different depending on the type of user (end user, the person maintaining, the person porting). How should the different types of users be prioritized? (Group 4) What are the differences between SUMI method and MUMMS method, and what are the advantages and disadvantages for each? (Group 11)Name a part or activity of a HCD method which concentrates on qualitative user research to better understand the target user group! (Group 10)

Simplified questions

How to prioritize different users when define the quality in use? (Group 4)Define and compare SUMI and MUMMS. (Group 11)An example HCD method aiming at qualitative user research. (Group 10)

Design for different users

Different users - different perceptionMUSiC is the solution

MUSiCMetrics for Usability Standards in Computing

Methods and tools for the specification and measurements of usabilityISO 9241-11Tools

User-based measures of usabilityUser performanceUser satisfactionCognitive workload

Analytic measures of usabilitySANe (Skill Acquisition Network)

HandbookEvaluation Design Manager

SUMI & MUMMSSUMI (Software Usability Measurement Inventory): part of MUSiC project

User satisfaction50-item questionnaire10 min to complete10 representative usersDatabase:

Word processorsSpreadsheetsCAD packagesCommunications programs

3 measuresOverall assessmentUsability profileItem consensual analysis

MUMMS?

SUMI & MUMMS•MUMMS (Measuring the Usability of Multi-Media Systems)-Response to change-v2.0 is under development now, v1.0 is now widely used-Similar to SUMI for many subscales-Number of subscales: -Affect how much the product captures the user's emotional responses; -Control degree to which the user feels they, and not the product, are setting the pace; -Efficiency degree to which the user can achieve the goals of their interaction with the product; -Helpfulness extent to which the product seems to assist the user; -Learn-ability ease with which a user can get started and learn new features of the product.

Qualitative User Research

Non-quantitative user researchIn MUSiC, the video recordingOpen questionInterview

References

•Usability measurement in context, Nigel Bevan, Miles Macleod, 1994•Methods for Measuring Usability, Nigel Bevan, Ian Curson, 1997•MUSiC Video Analysis and Context Tools for Usability Mesurement, Miles Macleod, Nigel Bevan, 1993•Measuring the Usability of Multi-Media Systems, http://www.ucc.ie/hfrg/questionnaires/mumms/info.html •Quality in use: Meeting user needs for quality, Nigel Bevan, •Usability: Practical Methods for Testing and Improvement, Miles Macleod, 1994

Questions?

How to prioritize different users when define the quality in use? (Group 4)Define and compare SUMI and MUMMS. (Group 11)An example HCD method aiming at qualitative user research. (Group 10)

Design Goals

Questions:What are the key factors, for making impact on target audience, when developing in a technology driven way? (Group 11)

ACD (Activity Centered Design)

•"Tool should not be invisible like in HCD, it should be the way."•Understand the activity, and the product is understandable.•Activity:–Human activities–Reflect of possible range of actions, of conditions for people to function–Human constraints•Deep understanding of the technology, tools and reasons of the activities•Deeply understand people is still needed

References

•Human-Centered Design Considered Harmful, Donald A. Norman, 2005•Activity Centered Design: Towards a Theoretical Framework for CSCL, Bernard R. Gifford, Noel D. Enyedy •http://productexperience.blogspot.com/2005/08/user-human-activity-centered-design.html, DeeDee, 2005

Questions?

What are the key factors, for making impact on target audience, when developing in a technology driven way? (Group 11)

Group 7

Saturation point

Innovation

Measurements

Saturation Point

Question Group 5:

Norman tells us to listen to the users to take their complaints and critique seriously. But if we listen too much it might lead to overly complex design. Is there any way of being aware when you should stop listening in HCD? For Norman the only solution seems to be to use activity centered philosophy. Answer:

Try not to focus too much on individual people or trying to model them. This effort is often misplaced and irrelevant. Instead, focus more on the system and the tasks to be performed as a whole.

There has not been much high quality research linking user involvement with success.Until more research has been made, developers have to use intuition, experience and tailored methods for determining how much user involvement should be included

Suggestion: Use iterative approach, and determine when the level of usability is satisfactory and user involvement can be stopped

References:http://www.jstor.org/pss/2631374http://www.jnd.org/dn.mss/hcd_harmful_a_clari.html

Saturation Point

Question Group 3:

Is there any way to find out when the saturation point is reached and it no longer is worth to spend more time and money on UCD in the development process? Answer:

Again, there is no magic bullet. Different projects will have different amounts of UCD work.Develop in iterations and perform ROI analyses to determine whether more UCD is feasible.

References:http://www.usabilitybok.org/organizational/p692?section=how-tohttp://www.softwareag.com/us/service/BC/ROI/default.asp

Innovation

Question Group 1:

What is the philosophy behind a good deisgn? What are the principles to make good design for a product? Norman says that it could be better sometimes to not listen to the customer's point of view but to have an authoritative designer. What would be the benefits of it for the product design? For the company? For the customers?

Innovation

There are many views on what constitutes good design, here are a few pointsSimple. In most fields, from maths to user interface design to car design, simplicity speaks to people.Timeless. Try to make the design work as nicely several years ahead from now. Do not resort to fashion too hastily.Solves the right problem. Remember the users of the product and the tasks they need to perform. Suggestive. Try not to force the design upon the user. Keep the product flexible to let the user find their own desired ways to use it.Safe. Design to minimize the effects of user errors due to the human factor.Aesthetic. Many users prefer products that are aesthetically pleasing. Especially products that are prestigious.

Authoritative design leadership can give consistency in the product line. It can also allow for new, innovative products that can either become a huge success or a failure.

Innovation

Question Group 2:

In the text "Beyond Human-Centered Design" there is a big discussion about whether HCD leads to less innovation development or not. Is there some truth to this claim? If not, can you give an example of HCD innovation? References:http://www.idemployee.id.tue.nl/g.w.m.rauterberg/conferences/CD_doNotOpen/ADC/final_paper/353.pdfhttp://books.google.com/books?id=kGslhSbZqzkC&printsec=frontcover&hl=sv&source=gbs_summary_r&cad=0

Innovation

It is argued that one key to innovation is an understanding of the users. HCD can help to gain this understanding.By doing user research in HCD, information about the users can be gathered. This helps to create new product ideas. Helps to understand how users interact with design, how they perceive, understand and remember design.

Investigation models in user research

Flow model - How people interact to perform a taskActivity model - Recognize the patterns of activities people performSequence model - Understand order and steps people use to perform their taskErgonomics model - Physical, cognitive and organizational factors that needs to be compatibleArtifact model - How users create, use and modify things to serve their purposePhysical model - Physical context of the users and the productCultural model - Expectations, values, desires of users in context

Challanges of HCD in innovation

"Average" users are not a feasible target group anymore. Not focus only on improvement of productivity in a business environment, but encompass also the increasing residential user base.

Innovation

Question Group 2: In the text «Human-Centered Design Considered Harmful" (norman 2005), the author takes the example of Apple as a brilliant design dictatorship (meaning “Ignore what users say: I know what’s best for them”). Is it only a design issue? What about the influence of marketing and luck (place the right product at the right moment) on its success? References:

Alan Cooper and the Goal Directed Design Process, Gain AIGA Journal of Design for the Network Economy Volume 1, Number 2, 2001.

TI: Marketing's Influence Tactics in New Product Development: A Study of High Technology Firms in ChinaSO: Journal of Product Innovation Management VL: 17,NO: 6,PG: 451-470, YR: 2000 LUCK’S ROLE IN BUSINESS SUCCESS: WHY IT’S TOO IMPORTANT TO LEAVE TO CHANCE John Hafer, Ph.D. University of Nebraska at Omaha and George G. Gresham, Ph.D. Texas A&M University-Kingsville www.ibam.com/pubs/jbam/articles/vol9/no3/JBAM_9_3_4.pdf

InnovationSuccess of new product

Alan Cooper "Goal directed Design" Define one specific user. apple followed this.Marketing and R&D seems to have equivalent influence However new product development can be a dice roll: some forecasts

“I think there is a world market for maybe five computers.” Thomas Watson chairman of IBM, 1943 “Video won’t be around more than six months; people will soon get tired of staring at a plywood box.” Daryl F. Zanuck president of 20th Century Fox, 1946

it means you used luck, taking advantage of the good (design, Marketing, etc), identifying and canceling the bad.

Innovation

Question Group 5: As said for Activity-Centered Design in “Human-Centered Design Considered Harmful”, “The basic reason of the success is that they were all developed with a deep understanding of the activities that were to be performed: Call this activity-cantered design. Many were not even designed in the common sense of the term; rather, they evolved with time. Each new generation of builders slowly improved the product upon the previous generation, based on feedback from their own experiences as well as from their customers.” Then how about when design a revolutionary, totally new and totally non-existing with no references product, how can you have a deep understanding of the activity when you don’t have experience about it at all? How can you use ACD under this situation? References: Contextual Design : A Customer-Centered Approach to Systems Designs (Interactive Technologies)by Hugh Beyer (Author), Karen Holtzblatt (Author)

Innovation

ACD for inventing unknown product with no reference at all

If necessity is the mother of invention, then if you don't know what the users need you can't invent (by Hugh Beye)Constraints drive innovation ("Necessity is the mother of invention"), force you to clarify your priorities and focus on the most important things. “System design is the invention of the system's response to a user problem. Without adequate customer data this invention is ungrounded…” [Hoitzblatt & Beyer 1997]

Innovation

Question Group 5: The papers stresses the importance of usability and that the user's requirements should be prioritized. How should new features and innovative ideas progress when everything is ruled by the user's requirements? References:

Innovation

User requirements and innovation

User requirements helps alot to innovate products especially when it comes to design. But sometimes Users do not know what they want, they think they do, but not really.User Interaction design methods to understand them

ObservationsFocus Group Interviewsetc

Innovation

Question Group 2: Activity-centered design, can be seen as technology driven development. Customer researches is seen as a central issue in HCD, but as a designer it is important to keep in mind, the possibiliy of inventing new ways of solving tasks. When is it ok to invent new things, and when should you not. References:

Innovation

Inventing Turn on/off You should always keep on inventing new things as long as it has some benefits

Group 7

Measurement

Measurement

Group 10, 15 Q: Are there any usability measures which respect the hedonic quality, like innovativeness or beauty? What the 'hedonic quality' is and if it should be concerned in usability measures? If yes, how to measure it?

References:Hassenzahl M. & Roto V., Being and doing A perspective on User Experience and its measurement. http://research.nokia.com/files/BeingAndDoing.pdf

Measurement

Measuring hedonic quality: The underlying needs for the hedonic quality are a need for novelty and change (growth-oriented) and a need for self-presentation and belonging (socially oriented).

Hassenzahl suggests a collection of 28 semantic differential items measuring -pragmatic quality perceptions (e.g. ‘simple – complicated’),- hedonic quality stimulation (e.g. ‘original – typical’), - hedonic quality identification (e.g. ‘isolating – integrating’),- appeal (e.g. ‘good – bad’). Separate importance from perception. A product may be perceived as ‘original’, but that does not mean that you ‘like’ it to be so. Therefore obtain the importance of each attribute by, for example, a simple ranking exercise or more elaborate weight elicitation methods.

Measurement

Group 4 Q: Hornbaek (2006) lists several problems and challenges in usability measures (5.Conclusions). What new knowledge has been gathered concerning these issues since his report was published? References:Software engineering -- Software product Quality Requirements and Evaluation (SQuaRE) -- Quality measure elements http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=35745 Tom Tullis and Bill Albert, Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics

Measurements

Challenge:

to extend satisfaction measures beyond post-use questionnaires.

measure BEFORE user interact with the interface (open-ended questions, semantic differential scale)measure DURING user interact with the interface (verbal, nonverbal behaviors)measure ATTITUDES towars surrounding, peoplecomparation across studies easier if standrards are used

Measurement

- ISO.org SQuaRE 2007: ISO/IEC 2502n Quality Measurement Division e.g. 25021:2007 defines the set of quality measure elements to be used throughout the software product life cycle. - Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics by Tom Tullis and Bill Albert - 2008 - ISO/IEC 25010 Quality Model will replace old model in 2010 (quality characteristics in a software product quality model such as that described in the future International Standard ISO/IEC 25010 (replacing ISO/IEC 9126-1).)

Measurements

Group 8Q: How to improve subjective measures and make them more reliable, comparable? How to improve the quality of subjective measures?

References: Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics by Tom Tullis and Bill Albert

Measurements

Subjective measures / preference measures / self-reported metrics Ask the participant to rate each task on one or more scales. Subjective measures collected before, during and at the end of each task (posttask ratings) and at the end of the entire session (post-study ratings). a) Likert scale - statement to which the respondents rate their level of agreement. The statement may be positive (e.g., ‘‘The terminology used in this interface is clear’’) or negative (e.g., ‘‘I found the navigation options confusing’’). Usually a 5-point scale of agreement like the following is used: strongly disagree, disagree, Neither agree nor disagree, agree, strongly agree.

Measurementsb) Semantic differential scale The semantic differential technique involves presenting pairs of bipolar, or opposite, adjectives at either end of a series of scales, such as the following: Weak - Strong

c) Open-ended questions asking the participants to list three to five things they like the most and the least about the product. d) Questionnaires e.g. The Questionnaire for User Interface Satisfaction (QUIS) consists of 27 rating scales divided into five categories: Overall Reaction, Screen, Terminology/SystemInformation, Learning, and System Capabilities. The System Usability Scale.

e) Product reaction cards set of 118 cards containing adjectives (e.g., Fresh, Slow, Sophisticated, Inviting, Entertaining,Incomprehensible). Some of the words are positive and some are negative. f) Verbal and non verbal behaviors (positive, negative comments, face, eyes, body language, using Facial Action Coding System- FACS, sensors which measure activity of muscles of the face-electromygram, calculating pupil diameter and comparing it)

Thank you for listening!

Hi, i'm Larry!