Designing the secondary User Experience!

Transcription

1 Designing the secondary User Experience! Ole Andreas Alsos! NTNU, Norway! (+47) !!"#$%&'(#)*$%"*+*$ &'(%)*+,-.*% (-)/0.%1.,%+)12/3/*4%/.%'-13*'%/ :)% ;678-7%+)12/3/*4%)<-:/13/)*%567%:68<1./-)%/.% *-3-:68=%<+23/:%*71.)<67*196.%1.,%/.*-7.-*% 817>-9.0#% % 63-#13)6)?081/3#:68%@%A$B%CC%DEB%@%FFF#27+>)>G13/*-*#.6% $%

2 E%

3 HI<367-% /8<67*1.*% <76<-79-)% 65%%,+-."#$ /+.&01+213)(#$ *4*0#,*$$ /.% '6)</*13)% *'1*% )+<<67*% 2-)*% <71:9:-%% '+30+(1/)5#&0$ 3+,,6&.3)5+&%% "%

4 User Experience! Before! ;J7% Now! C%

5 ISO (2010)! User Experience! A person s perceptions and responses that result from the use and/or anticipated use of a product, system or service.! BREAKING NEWS: ISO saves the day!! End users! Faulkner [1] Eason [2] Ågerfalk [3] Direct user Primary user Performer Indirect-user Secondary user Communicator Remote user Tertiary user Interpreter Support user (Tertiary user) N/A B%

6 End users! Faulkner [1] Eason [2] Ågerfalk [3] This study Direct user Primary user Performer Primary user Indirect-user Secondary user Communicator Secondary user Remote user Tertiary user Interpreter Secondary user Support user (Tertiary user) N/A N/A System! End-user! System! Primary user! System! Secondary user! K%

7 System! Primary user! Secondary user! $ OLE : 2010! Secondary User Experience! Secondary user experience is defined as a person's perceptions and responses that result from another user's use of a product, system or service! BREAKING NEWS: Ole saves the secondary users!! $ Secondary user experience is defined as the user experience of the secondary users! L%

8 Usability! From ISO 9241:11 (1998)! Satisfaction measures the extent to which users are free from discomfort, and their attitudes towards the use of the product.! Secondary user experience! From draft of ISO 9241:11 (1997)! Satisfaction as the comfort and acceptability of the work system to its users and other people affected by its use.! Examples of secondary user experiences! Pair programming! Doctor-patient consultation! Travel agency! Grocery shop! D%

9 Navigator! Driver! Pair programming! Ward round! Doctor! System! Patient! A%

10 Customer! Travel agency! System! Travel Agent! Grocery! store! $!%

11 Both interact with system! Secondary user uses information from system! No interaction between secondary user and system! Primary user act as a proxy for the secondary user!! $$%

12 $E%

13 Method Usability testing! D!%8 E %%%@%%%M6.N %F133)%%%@%%%M6.* %:18-71)% $"%

14 O)/.0%'1.,'-3,%,-G/:-)%*60-*'-7%F/*'% 2-,)/,-%86+.*-,%<19-.*%*-78/.13)%% $C%

15 M68<17/.0%/.*-71:96.%*-:'./P+-)%% 567%'1.,'-3,%8-,/:196.%)4)*-8%% HG %1%862/3-%<19-.*%7-:67,%)4)*-8% $B%

16 $K%

17 Mobile device! U'-%2-.-N*)%1.,%,71F21:>)%65%7+-."#$'#8.3#*$ &6:>-*%)/Q-,%% O.,6%8-:'1./)8)%% ST.6F3-,0-%/.%*'-%F673,S%% R+*6819:%-7767%<7-G-.96.%% (1*1%1::-))/23-%5768%1.4F'-7-% V8133%KS%):7--.%% Y-P+/7-)%*71/./.0% R>F17,%*-I*%/.<+*%% &667%1:96.%*71.)<17-.:4% W17,%*6%:688+./:1*-%.6.XG %% R+*6819:%,7+0%/.*-71:96.%F17./.0% $L%

18 U'-%2-.-N*)%1.,%,71F21:>)%65%*'-%/)/#($39)(0$ Z/0'*F-/0'*%% H1)4%*6%)'17-%% $!!%^%+<X98-%% _-G-7%8135+:96.%% Z170-%E!%/.:'%,/)<314% O.3/8/*-,%21[-74%3/5-98-%% ;1.*1)9:%7-)63+96.%\$E!!%,</]%% H1)4%1.,%*71.)<17-.*%.1G/0196.% O)-7)%'1G-%1%3/5-98-%65%-I<-7/-.:-%% _6%+.,6%8-:'1./)8% _6%7-13%98-%/ % _6%1+*6819:%-7767%<7-G-.96.%% _--,%*6% %, )=% %%%%%,6)10-)=%1.,%,7+0%/.*-71:96.)%% Resultater! Results! $D%

19 !"#!"#$$% Observations! Implications for design! The secondary user experience! SD perspective! UX-perspective! Design for the secondary users! Give system feedback! to the secondary user! Support nonverbal! communication! Evaluate with! secondary users! Adapt the GUI! for the secondary user! Use language of! the secondary user! $A%

20 Observation! User Experience! UX! UX++! Observation! Patient Experience! E!%

21 Observation! Patient Experience! Observation! Patient Experience! E$%

22 !"#!"#$$% Implications for SD! Design for! the secondary user! %:#&5+&1#)*4$ ;.,/"#$*1)>)%< ,%-#'*.'#=%% 3+,/"#<$*1)>)%< ,%/.%*'-%+=3#$ EE%

23 &6:>-*X)/Q-,% Observasjon! Patient experience! E"%

24 !"#!"#$$% Improving the! user experience for! the primary user % If {! can have negative consequences for" the secondary user.% } then {! (Travel agent)! (Customer)! Improving the! user experience for! the secondary user % If {! }! can have negative consequences for" the primary user.% } then {! (Customer)! }! (Travel agent)! EC%

25 Observation! Action transparency! R,,%/ % `2*1/.%/ % V-17:'%567%/ % Implications for design! Give system feedback! to the secondary user! EB%

26 Observation! Nonverbal communication! Observation! Nonverbal communication! EK%

27 Implications for design! Support nonverbal communication! Implications for design! Support nonverbal! communication! EL%

28 Observation! Shared screen! Implications for design! Tailor the GUI for the customer! ED%

29 Observation! Realistic usability test with more people! Implications for design! Evaluate with the secondary user! EA%

30 Observation! User interface language! I will temporary cessate Salazopyrin! I will pause the migraine medication! Implications for design! Use the language! of the secondary user! "!%

31 The secondary user experience! SD perspective! UX-perspective! Design for the secondary users! Give system feedback! to the secondary user! Support nonverbal! communication! Evaluate with! secondary users! Adapt the GUI! for the secondary user! Use language of! the secondary user! Customer experience!!% secondary user experience! "$%

32 ! "E%

33 Designing the secondary User Experience! Ole Andreas Alsos! NTNU, Norway! (+47) ! ""%