People & Technology. Proceedings of the Bellcore/BCC Symposium on User-Centered Design: Bellcore. R 3"hX SR-STS

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1 Bellcore (3) Bell Communications Research m Special Report R 3"hX SR-STS o~ ~ \ November 3-5,1993 UB/TIB Hannover Proceedings of the Bellcore/BCC Symposium on User-Centered Design: People & Technology

2 Table of Contents Wednesday, November 3, 1993 TUTORIAL: Games and Other Group Exercises for Participatory Design of Systems 1 Ellen A. White, Daniel M. WMman, Bellcore, Michael J. Midler, U S West WORKSHOP: Usability Climc...,...^ Michael J. Muller, U S West, Jakob Nielsen, Bellcore Thursday, November 4, 1993 KEYNOTE ADDRESS: The Design of New Media Interfaces * S. Joy Mountford, Apple Computer PAPER: Methods and Challenges Playing with a Full Deck: The CARD Participatory Design Technique for High-Level Task Analysis, Critique, and Redesign 2 Leslie Gayle Tudor, AT&T Bell Labs, Michael J. Muller, U S West Tom Dayton, Robert W. Root, Bellcore Adding Graphics to Existing Systems - Design Recovery in the LEIS PLAN System 7 David L. Imhoff, Bellcore User-Needs Analysis and Design Methodology for an Automated Documentation Generator 12 K. Kukich, Bellcore, K. McKeown, Columbia University, N. Morgan, J. Phillips, Bellcore, /. Robin, J. Shaw, J. Lint, Columbia University Towards an Electronic Library Interface * Robert Allen, Padma Reddy, Joel Remde, Bellcore PAPER: User-Centered Design and Culture Retooling Corporate Culture for Competition: An Assessment of the Telecom Experience James Katz, Bellcore PANEL: The Changing Face of User-Centered Design and Behavioral Sciences at Bellcore or "Who's Doing What"? Aita Salasoo, Dennis Egan, Amy K. Todres, Rita Bush, Susan Homstein, Bellcore ^ 18 User-Centered Design in Integrated Operations: Where We've Been; Where We're Going 19 Rita M. Bush, Bellcore iv

3 Thursday, November 4, 1993 (continued) DEMOS VICI Demo * Nicholas Gattuso, Bellcore Demonstration of a Portable GUI Application * Alan Gebele, Andrew Wason, Bellcore P+ +: Managing Strategies, Projects, Products, and People.20 Lee Heindel, Vincent Kasten, Karl Schlieber, Bellcore Gash: A TCL-Based Interpreter System for Galaxy * Ross Huitt, Bellcore Demonstration: SuperCat in the SuperBook* Document Browser System 21 Padma Reddy, Bob Allen, Joel Remde, Bellcore Consistency and Reuse in Interactive Graphics Applications 21 Ellen A, White, Alan D. McFarland, Bellcore LYNX: Ease of Access to Information Items * Jeff Zacks, Steve Abney, Bellcore INTERACTIVE POSTERS A Case of Quick Transfer of UCD Skills to Software Developers * Tom Dayton, Bellcore, Michael J. Muller, U S West, Bob Root, Cathy House, Peter Stein, Bellcore Issues in Heuristic Evaluation of Multimedia Groupware -25 Elizabeth A. Dykstra-Erikson, Michael J. Muller, Barbara B. Diekmann, Greg Clemson, U S West A Model for Multiple Use of Hierarchical Structure * George W. Furhas, Bellcore User-Centered Design In the Classroom 26 Agnes W. Lee, Bellcore Improving Customer Service Processes Through Simulation Modeling 21 Debra Messenger, Alice Harris, Gail Fontenelle, U S West Comparing Studies That Compare Usability Assessment Methods: An Unsuccessful Search for Stable Criteria 28 Michael J. Muller, U S West, Tom Dayton, Robert Root, Bellcore The Challenge of Small Displays: Effective Display Characteristics Enhance ISDN Services 29 Eve Emmanuel Penis, Bellcore

4 Thursday, November 4, 1993 (continued) Using Business Process Analysis to Inform User Centered Design Bob Root, Tom Dayton, Shirley Lee, Jill tqiger, Ellen A. White, Bellcore * Measuring User Efficiency in Controlling Occlusion in Multi-Window Displays * Mary R. Smith, Bellcore SINAPS = Network Services + CPE + Human Factors 30 Edward A. Youngs, Cynthia J. Karhan, Bellcore VIDEO TMM Training Video Friday, November 5, 1993 PANEL: Methods BCCs Prefer BeUcore to Use * Chair: Peggy Ephrath PAPER: Software Methods-Connecting to Other Models Introducing User-Centered Design into Bell Atlantic's Software Engineering Process 31 Edward Constanza, Bell Atlantic, James P. Burke, American Management Systems Integrating User-Centered Design (UCD) into a Software Development Team: Lessons Learned 36 Richard D. Herring, Ross T. Huitt, Peter M. Stein, Richard T. Yu, Bellcore Business Process Re-Engineering 40 Yuan-Fen Lai, Bellcore Adding Value Through the Requirements Process 42 Paul J. Hebert, U S West PAPER: New Services-Video Bellcore's Large Screen Teleconferencing Prototype - A New User Interface for Teleconferencing Applications 47 Eric J. Addeo, Robert S. Fish, Bellcore Subjective Quality of H.261 Compressed Video * Robert Warren, Ameritech Manuscripts not submitted for publications. vi

5 Friday, November 5, 1993 (continued) Broadband Services: The Solution to Professional Child Care Management 49 Carl E. Werner, Bellcore Demographic Characteristics of Unlisted/Nonpublished Subscribers 51 James Katz, Bellcore PLENARY ADDRESS: How To Fix Computers 52 Tom Landauer, Bellcore PAPER: UCD Methods-" Is It Good Enough?" Soliciting Client Feedback in a T2V Environment 53 Estela M. Tice, Bellcore The Role of Guest Testing: Examining System Usability and Functionality 58 Douglas Beck, Enrique Acosta, Jr., Bellcore A Mathematical Model of the Finding of Usability Problems * Jakob Nielsen, Tom Landauer, Bellcore Total Quality Multiplier The User's Evaluation of Software Quality by Magnitude Estimation and Vector Projection...,! 63 John F. McGrew, Pacific Bell PAPER: New Services-Voice Usability of Voice-Activated Network Control Services 68 Robert H. Cantave, John P. Chin, Edward A. Youngs, Bellcore Voice or Touch-tone: What do people use? 73 John P. Chin, Debra A. Piasecki, Bellcore Voice-DQ: A Directory Assistance System For a Corporate-Sized Directory 78 C A. Kamm, D. J. Pepper, S. Patel, C. R. Shamieh, S. Singhal, E. S. Soper, K. M. Yang, Bellcore TOURS Bellcore's User-Centered Design Support Center * Tom Dayton, Robert Root, Bellcore FutureSite * Gay Norwood, Bellcore Bellcore's Client Workstation Usability Center * Marc Fusco, Bellcore vn