Human Computer Interaction 2014, Lecture 9 1 LECTURE 9 SOCIO-TECHNICAL ANALYSIS, SERVICE DESIGN, TASK ANALYSIS October 2th, 2014 1 human computer interaction 2014, fjv Recapitulation Lecture #8 • Software lifecycle • Effort spend on design • HCI lifecycle – Waterfall, – Spiral, – Star Model • Perspective for HCI: User Centered design – User analysis, Task analysis – Prototyping, Dialog analysis – Evaluation, Usability testing human computer interaction 2014, fjv 2 Software and Lifecycle • Key issues: – Verification: make sure your are developing the system right (requirements) – Validation: make sure you develop the right system (customer/user) – Iteration: improve the design from previous solutions/synthesis – Evaluation: incorporate reviews of design by developers and future users – Pivot on the user 3 human computer interaction 2014, fjv The Star Model 4 Prototyping Implementation Conceptual design / Formal design Evaluation Requirements specifications Task analysis / Functional analysis idea problem human computer interaction 2014, fjv
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Human Computer Interaction 2014, Lecture 9 1
LECTURE 9
SOCIO-TECHNICAL ANALYSIS,
SERVICE DESIGN,
TASK ANALYSIS
October 2th, 2014
1human computer interaction 2014, fjv
Recapitulation Lecture #8
• Software lifecycle
• Effort spend on design
• HCI lifecycle
– Waterfall,
– Spiral,
– Star Model
• Perspective for HCI: User Centered design
– User analysis, Task analysis
– Prototyping, Dialog analysis
– Evaluation, Usability testing
human computer interaction 2014, fjv 2
Software and Lifecycle
• Key issues:
– Verification: make sure your are developing the
system right (requirements)
– Validation: make sure you develop the right
system (customer/user)
– Iteration: improve the design from previous
solutions/synthesis
– Evaluation: incorporate reviews of design by
developers and future users
– Pivot on the user
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The Star Model
4
Prototyping
Implementation
Conceptual design /
Formal design
EvaluationRequirements
specifications
Task analysis /
Functional analysis
ideaproblem
human computer interaction 2014, fjv
Human Computer Interaction 2014, Lecture 9 2
User Analysis
• Methodology
– Stakeholders
– Persona, Scenario
– Problem statement
• Analysis techniques
– Questionaires
– Site Visits, Observations
– Ect.
• Is the situation always that straightforward?
human computer interaction 2014, fjv 5
New Interactions
• New interactions must make you feel
uncomfortable with previous interactions
• Direct manipulation:
– Mouse based, Pointing device based
– Screen based
– Gestures?
• What would we experience as new …
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7
www.dontclick.it
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Example from HCI 2013
• Project for Augmentation
• Can we make an augmented interactive fish.
• Technical aspects need be solved.
– Shadow casting
– Projection
• Users have to sort out how it works.
• Realized with the vvvv environment
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Human Computer Interaction 2014, Lecture 9 3
The Augmented Zebrafish
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Example: Menu in text webpages
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• Long pages
• Mental model of content
• Minimizes within page links
• Minimizes scrolling
Accordion Menu – folds out like an accordion
• Increases congnitive load
• Increases interaction costs
• Hides information
• Complicates printing
Long P
ages
–a P
roble
m ?
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COMMUNITY DRIVEN
SYSTEMS ANALYSIS
Socio-Organizational Analysis
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Human Computer Interaction 2014, Lecture 9 4
Stakeholders (from lecture 8)
• Anyone affected by success/failure of system.
– Primary stakeholders
• End users
– Secondary stakeholders
• Input/output related; do not use system, get output …
– Tertiary stakeholders
• Management level, i.e. directly affected
• Customers
• Competitors
– Facilitating
• Design, development, maintenance
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Stakeholders?
• There are different stakeholders to a problem– Different requirements
• Result in different– Usability requirements
– Acceptability requirements
• Important to capture stakeholder requirements– Different techniques: OSTA, CUSTOM, SSM
– Direct involvement: Participatory Design, ETHICS
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Socio-Organizational Analysis
• CUSTOM (User Skills and Task Match)
– Focus on the Stakeholders (requirements)
– 6 stages
• OSTA (Open System Task Analysis)
– Focus on the tasks in the system (users’goals)
– 8 stages
• SSM (Soft Systems Methodology)
– No assumption; Complete picture of system
– 7 stages
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CUSTOM: User Skills & Task Match
Six stage process - focus on stakeholders (1-3)
1. describe organizational context, including:
primary goals,
physical characteristics,
political and economic background
2. identify and describe stakeholders, including:
personal issues,
role in the organization and job
3. identify and describe work-groups whether
formally constituted or not
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Human Computer Interaction 2014, Lecture 9 5
CUSTOM: User Skills & Task Match
Six stage process - focus on tasks (4-6)
4. identify and describe task–object pairs
i.e. tasks to be performed and objects used
5. identify stakeholder needs,
- stages 2–4 described in terms of both current
and proposed system
- stakeholder needs are identified from the
differences between the two
6. consolidate and check stakeholder requirements
against earlier criteria
17human computer interaction 2014, fjv
OSTA: Open System Task Analysis
Consequences introduction technology on workfloor
Eight stages model - focus on task
1. primary task identified in terms of users’ goals
2. task inputs to system identified
3. external environment into which the system will be
introduced is described, including:
physical,
economic and
political aspects
4. transformation processes within the system are
described in terms of actions performed on or with
objects
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OSTA: Open System Task Analysis
Eight stage model - focus on task
5. social system is analyzed, considering existing internal
and external work-groups and relationships
6. technical system is described in terms of configuration
and integration with other systems
7. performance satisfaction criteria are established,
indicating social and technical requirements of system
8. new technical system is specified
OSTA uses Flow-Charts – Text Descriptors
19human computer interaction 2014, fjv
Soft Systems Development
• Holistic view on systems design– Technology and People are components
– Not a focus on a solution
– Descriptive understanding of situation: Rich Picture
– Captures workflow, Conflicts
• Useful approach for HCI
• Focuses on Planning
• Directs on understanding wholeHuman ~ Computer system
• Consists of 7 stages
20human computer interaction 2014, fjv
Human Computer Interaction 2014, Lecture 9 6
Soft Systems Development
1. Problem
situation (unstructured)
2. Problem
situation expressed
3. Root definitions
of relevant systems
7. Action(s) to
improve situation
6. Feasible &
desirable changes
5. Comparison 4-2
4. Building
conceptual models
Real World
Abstract World
21human computer interaction 2014, fjv
SSM - stage 1-2
• Rich expression of problem situation
• Meetings stakeholders (parties involved)
• Different stakeholders, different views
– Purpose of the system
– Perspective to system, emphasize aspects
– Not necessarily contradictory
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Example SSM Stage 1-2
• Efficiency in education: Government considers implementing system of standard assessment tests at schools, ages 7,11,14,16.
• A(ctors)– Teachers, schoolchildren, assessment makers, government
• T(ransformation)– From input to children to figures showing score (age) per school
• W(eltanschauwung)– Test feasible/desirable method of improving efficiency
• O(wner): Government• E(nvironment): Schools in education system
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Rich Picture with CATWOE
human computer interaction 2014, fjv 27
Development of
a system for health
services.
Analysis by NIH
SSM - stage 4
Conceptual model
• A logical expansion of the Root Definition is madeinto the minimum necessary set of activities todefine what the system actually does at a particularresolution level.
• The qualitative modelling process uses pictures and diagrams to define and communicate structure, logic, ideas and relationships.
• The Conceptual Model should be expressed by verbs.
28human computer interaction 2014, fjv
Human Computer Interaction 2014, Lecture 9 8
SSM - stage 5
Comparison of the Conceptual Model with the
real world is undertaken by comparing each of
the second resolution activities within the
model with the real world problem situation.
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SSM - Merits
• Stresses understanding situation
• Does not stress understanding problem
– Problem might be caused by current system
– Perceived problem; Scope wide as possible …
• Modelling away from “real world”
– Should not representing what happens now
– Seek solution outside current domain …
– Creative
30human computer interaction 2014, fjv
Others
• ETHICS (Effective Technical & Human Computer- based Systems)
– Relates to socio-technical approaches
– Stakeholders are participants in the development
– Focuses on Acceptance of the system
– Maximizes knowledge of stakeholders
• Participatory design
– Involves users early on in design phase
– Brainstorming sessions
– Lo-Fi prototyping
– Different techniques like PICTIVE/CARD
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SERVICE DESIGN
Designing coherent sequences of products ...
32human computer interaction 2014, fjv
Human Computer Interaction 2014, Lecture 9 9
Service Design
• Not just designing a Device
• Not just designing Software
• Design experience
– Coherence
– Satisfying
• Products:
a network of experiences/combinations
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e.g. Service Design
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Touch-Points Example
• Touch-Point is an encounter with the Service
– Interaction in service chain
– Demonstrate consistency
– Interactions are defined in Service Design
• iTunes
– iPod
– iTunes software, local collection
– iTunes store
– Share in home network
– Share Multiple devices (iPhone, MacBook, PC ...)
human computer interaction 2014, fjv 35
Brand
• Brand tells YOU what you Interact with
• Same entity = Service Provider
• Design
– Provide resources for people~provider interaction
– Service is more Intangible than Product
– Relates to life-style
• Service
– Rooted in life-style
– Interactivity in time/place - touchpoints
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Human Computer Interaction 2014, Lecture 9 10
Design by Lifestyle: DbL
• DbL is an approach to design that aims to deal with service HCI in the 2010s.
• Key feature of designing for new environments– Cannot ‘gather’ requirements from observing people, – Cannot interviewing people using existing systems.
• LifeStyle– no existing systems– no requirements aiming to meet a particular need.
• Designers need to– create experiences and new services– understand the characteristics of the people who will
use their new services and engage with the new experiences.
human computer interaction 2014, fjv 37
LifeStyle
• Lifestyles focuses on the ways in which people lead their lives, on their aspirations rather than their intentions, on their values and on their search for identity. • details of lifestyles and
• activities associated with lifestyles,
• vary across different domains and environments.
• Lifestyle notion• constructed to be more abstract than personas and scenarios.
• Lifestyle• presence of services (touch-points)
• the presence of others (both real and virtual)
• interactions appropriate to time, place and circumstance.
• Link to Time-Space matrix from Groupware (lecture 12)
human computer interaction 2014, fjv 38
Envisionment and DbL
• 4 Enabling Envisionment techniques are used
– Help in Rapid Prototyping of ideas.
– Video Scenarios (example, uni.me, Lecture 8)
– Style Sketches,
– Software demos
– Wizard of Oz.
• Necessary engaging people with evolving
design
human computer interaction 2014, fjv 39
Example Service Design
human computer interaction 2014, fjv 40
Human Computer Interaction 2014, Lecture 9 11
TASK ANALYSIS
HCI is task oriented, therefore Analysis for task orientation ...
41human computer interaction 2014, fjv
Task Analysis
• Task (definition)– Something a user undertakes to achieve something
– To HCI, extremely meaningful
• Effective (G)UI design dependent on knowledge of:– Frequency of use