True Confessions of a Design Therapist

TRUE CONFESSIONSOF AOF A

DesignInteractionExperienceInformation

InterfaceUsability

Human FactorsResearch

DigitalOnlineWeb

AnalystArchitect

ConsultantContractorDeveloperDesignerEngineer

EvangelistManager

ResearcherSpecialist

“Hello. My name is Norm, and I’m a…

UIGUIUCDUser

UsabilityVisual

Junior/SeniorLead/HeadStrategicPrincipalHuman

“What’s my destiny, Mama?”Forrest Gump

ARCHITECTURE

Landscape ArchitectureLandscape ArchitectureMechanical Engineering

Philosophy

Psychology

(Accounting)

AnthropologyLibrary Sciences

Marketing & Management

JournalismBusiness

Computer Programming

TypographyADVERTISING

LOUISIANA STATE UNIVERSITYARCHITECTURE

X E R O X , c. 1972 - 1982

Xerox Memorywriter 6015

X E R O X , c. 1972 - 1982

Xerox 820 Word Processor

A L T O, c. 1976

A L T O, c. 1976

• Bitmap displayBitmap display

• Detachable keyboardDetachable keyboard

• 3-button Mouse3-button Mouse

• First email programFirst email program

• First WYSIWYG editorFirst WYSIWYG editor

• Vector graphics editorVector graphics editor

• Raster (paint) editorRaster (paint) editor

• CursorsCursors

• Overlapping windows UIOverlapping windows UI

• Ethernet connectivityEthernet connectivity

A L T O, c. 1976 M A Z E W A R

A L T O, c. 1976

A L T O, c. 1976

David LiddleDirector: Xerox Sys. Dev.Founder: Metaphor C.S.,Interval ResearchProf: Stanford Univ.

Bill VerplankTeacher, Mentor, ScholarIxD, HFEProf: Stanford Univ.,Interaction Design Inst., Ivrea

Alan KayInventor: GUI, OOP, Smalltalk,“OLPC: One Laptop Per Child”Prof: UCLA, Kyoto Univ., MITRsrch Fellow: Apple, Disney, HPFounder: Viewpoints Rsrch. Inst.

John WarnockFounder: Adobe SystemsInventor: Postscript, PDF

Larry TesslerVP Apple ResearchDir. Apple Lisa, MacUI development

Charles SimonyiDeveloped WYSIWYG editingDirected development ofMS Word, Excel Traveled to spaceDating Martha Stewart

Charles IrbyDirector: Xerox Adv. Dev.Founder: Metaphor C.S.

David Canfield SmithInventor: GUI, icons, KidSim

Ralph KimballPioneer and author: Data WarehousingFounder: Metaphor C.S.,Red Brick Systems, Kimball Univ.

Stu CardSr. Research Fellow, Xerox PARCDirector PARC UI ResearchAuthorAdjunct Prof: Stanford Univ.

John Seely BrownChief Scientist: XeroxDirector: PARCFounder: Inst. for Research on Learning Visiting scholar: USC

P A R C R O L L C A L L, c. 1978

Bob Metcalfe Co-Inventor: EthernetFounder: 3 Com

Yogen DalalCo-Inventor: EthernetFounder: Claris, Metaphor C.S.Managing Director: Mayfield Fund

T H E P A R C C U L T U R E

T H E P A R C C U L T U R E

Alto’s bitmapped display (far left)

Smalltalk graphical U I (left)

Doug Englebart’s “mouse” (far left)

Early commercial 3-button mouse (left)

T H E P A R C C U L T U R E

Laser Printing

Ethernet

“T H E O R I G I N A L D E S K T O P” C O N C E P T, c. 1976

Taken from Dave Smith’s Stanford doctoral thesisentitled “Pygmalion”.

Dr. David Canfield Smith

The Alto workstation

S T A R I C O N F O R M A T, c. 1978

72 x 72 pixels

S T A R I C O N S T U D I E S, c. 1978-79

S T A R I C O N U S A B I L I T Y T E S T R E S U L T S, c. 1979

Final icon designs refined from test results.

S T A R I C O N U S A B I L I T Y T E S T R E S U L T S, c. 1979

• Printer

• Tissue box

• Shredder

• Suggestion box

• Fax machine

• Toilet paper dispenser

S T A R I C O N R E F I N E M E N T S

S T A R U N I F O R M V I S U A L L A N G U A G E

S T A R S C R O L L B A R E N I G M A

A P P L E L I S A c. 1983 A P P L E M A C c. 1984

X E R O X S T A R c. 1981Document-centric model

A P P L E M A C c. 1984Application-centric model

MacPaint

MacWrite

MacDraw

M E T A P H O R C O M P U T E R S Y S T E M S, c. 1983Decision Support System (DSS)

Ralph KimballPioneer and author: Data WarehousingFounder: Metaphor C.S.,Red Brick Systems, Kimball Univ.

I B M C O R P O R A T E D E S I G N P R O G R A M , c. 1988

?Tom HardyDirector: IBM Corp.Design Program

Sam LucenteManager, CorporateDesign

Richard SapperCorporate IndustrialDesign ConsultantMilan, Italy

Paul RandCorporate GraphicDesign ConsultantYale University

Edward TufteCorporate InformationDesign ConsultantYale University

Norm CoxCorporate ExperienceDesign Consultant

E D W A R D T U F T EProfessor emeritus of Political Science, Statistics and Computer Science, Yale UniversityAuthor, Artist and Pioneer in the field of Data Visualization

O S / 2 O P E R A T I N G S Y S T E M, c. 1988-90

+

OS/2 Operating System

1 9 9 6 S U M M E R O L Y M P I C S, A T L A N T A , c. 1995

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

B U S I N E S S P R O C E S S M A N A G E M E N T, c. 1997

CUSTOMER

SALES

ACCOUNTING

FINANCE

PRODUCTION

SUPPLIER

SHIPPING

WEEK 1 WEEK 2 WEEK 3 WEEK 4 WEEK 5

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

B U S I N E S S P R O C E S S M A N A G E M E N T, c. 1997

CUSTOMER

SALES

ACCOUNTING

CREDIT BUREAU

PRODUCTION

SUPPLIER

SHIPPING

WEEK 1 WEEK 2 WEEK 3 WEEK 4 WEEK 5

V O I C E R E C O G N I T I O N, c. 1995

ViaVoiceViaVoice®®

an.thro.po.morph.ismn: To attribute human qualities or characteristics to an animal, object or organization.

vs.

A P P L E v. M I C R O S O F T , c. 1988 - 1993

T H E S T A K E S

• $14B in damages

• Ownership of “concept” of GUI

• “Bundling” of concepts

• New precedent copyright law

A P P L E v. M I C R O S O F T , c. 1989

W I N D O W S 2 . 0

W I N D O W S 1 . 0

W I N D O W S 3 . 0

A P P L E L I S A

A P P L E v. M I C R O S O F T , c. 1989

Operates 12,000 outlets in 90 countries worldwide.

Employs more than 300,000 staff.

Parent company (YUM Brands is the largest restaurant company in the world.

Serves more than 1.3 million pizzas daily.

Offers approx. 1,000,000 different combinations of pizza.

H O L I S T I C D E S I G N

P I Z Z A H U T , c. 2001

H O L I S T I C D E S I G N

P I Z Z A H U T , c. 2001

50% OF MY PIZZAS ARE

WRONG!FINALLY!

H O L I S T I C D E S I G N

P I Z Z A H U T , c. 2001

SEQUENCE DIAGRAMnot so cleverly disguised as an

EXPLODED VIEW

Build a perfect pizza!Build a perfect pizza!

H O L I S T I C D E S I G N

Proposed redesign of order entry terminals.

Consistent visual languageExpanded “natural language” order tickets

Visual job aids redesigned to be simpler, more flexible, and easy to read and understand.

Ergonomic recommendations for “just in time” information and maximum task efficiency.

R E D U C I N G P I Z Z A S T R E S S . . .Restaurant General Manager (RGM)Identifying Stress FactorsIn Restaurant Operations

Operations Questionaireand Opinionaire

Facilitated by:COX&HALLJune, 2001

Opinionaire: 400 respondents

On-site observations: 12 restaurants

E U R E K A F I N D I N G : L A W O F U N I N T E N D E D C O N S E Q U E N C E S

sliplapsemistakeviolation

Unintentional

Intentional

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E U R E K A F I N D I N G : L A W O F U N I N T E N D E D C O N S E Q U E N C E S

Compensation Policies for franchisees were actually encouraging “violations” of quality standards in the restaurants.

sliplapsemistakeviolation

Unintentional

Intentional

}}

B Y T H E N U M B E R S ...

67% Reduction in training time for pizza production staff (Reduced from 3 shifts to 1).

60% Reduction in time to become proficientin pizza assembly (Reduced from 3-5 days to 1-2).

80% Production accuracy percentage (Up from 50%,with some restaurants reporting near 100% accuracy).

50% Improvement in staff confidence

••• Greatly improved relationships betweencorporate management and RGMs, resultingin less stress, less turnover and more profitableworking environments.

T H I N K E RVT H E

CONVERSANT

WORKING KNOWLEDGE

EXPERT

THOUGHT LEADER

INTE

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ION

DESI

GN

INFO

RMAT

ION

ARCH

ITEC

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USER

EXP

ERIE

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TYPO

GRAP

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GRAP

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DESI

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HUM

AN F

ACTO

RS

COM

MUN

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ION

COGN

ITIV

E SC

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ES

JOUR

NALIS

M

PSYC

HOLO

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SALE

S / M

ARKE

TING

BUSI

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COM

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ING

Thank you.

4901 BEHRENS ROAD

COLLEYVILLE, TX 76034

www.COXHALL.com

[email protected]

817-688-2467 mobile

DesignInteractionExperienceInformation

InterfaceUsability

Human FactorsResearch

DigitalOnlineWeb

AnalystArchitect

ConsultantContractorDeveloperDesignerEngineer

EvangelistManager

ResearcherSpecialist

UIGUIUCDUser

UsabilityVisual

Junior/SeniorLead/HeadStrategicPrincipalHuman