2/18/2009. Introducing Interactive Systems Design and Evaluation: Usability and Users First. Outlines. What is an interactive system

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1 Introducing Interactive Systems Design and Evaluation: Usability and Users First Ahmed Seffah Human-Centered Software Engineering Group Department of Computer Science and Software Engineering Concordia University, Montreal Canada 1/27 Outlines Interactive systems and user interface HCI User-centered design principles and methods 2/27 What is an interactive system A piece of software which has an important user interface that: Gathers the action of a single user or a group of users Displays the reaction (results, errors, feedbacks) of the system UI can take many forms, but it is always responsible of the five following management services: Dialog (User-Computer Interaction) Errors and Feedbacks Help and support Information presentation and visualization Input and output devices 3/27 1

2 User Interface, not just GUIs 4/27 Human Computer Interface: Today and Tomorrow 5/27 Artwork virtual world 6/27 2

3 Genomics visualization 7/27 Tangible Board is UI also 8/27 The importance of UI % of the code devoted to the user interface - 50% the development time is spend on the user interface (MacIntyre et al, 1990; Mayer, 1995) 9/27 3

4 The importance of UI 50% of interactive systems development efforts are related to user interface [Rosson-92] User Interface should be considered as an important component for the organization and the development of the overall interactive system 80% of software development cost are related to maintenance 80% of total maintenance costs are related to problem of user with the system; not technical bugs [Boehm-91, Pressman-92 and Martin-93] Among them, 64% are related to usability problems (Ease of use and learning) [Laundauer-95] The development process and methods should explicitly be focused on the usability of developed systems If we fix a half of usability problems before the development, we reduce by 32% the cost of software maintenance The usability problem should be fixed in the requirements process. Usability testing is the ultimate issue for usability assurance 10/27 The two faces of interactive system design Software Engineering Perspective Interactive Systems Architecture Use cases Design Patterns and Frameworks UI Software Tools UI Toolkits: MFC, JFC, OSF-Motif Object-Oriented UI Modeling Java and Internet Programming Usability and HCI Engineering Perspective Design Guidelines and Standards Usability Testing Tasks and Users Analysis Prototyping Help Systems User-Centered Design Expert-based Evaluation Interaction Styles User Interface 11/27 Human computer interaction HCI as a interdisciplinary research and development area concerned within several disciplines, each with different emphases: computer science (application design and engineering of user interfaces), psychology (the application of theories of cognitive processes and the empirical analysis of user behavior), sociology and anthropology (relationships between technology, work, and organization), and industrial design (human factors in products engineering) HCI from the computer science and software engineering perspective is a discipline concerned with the specification, design, evaluation and implementation of interactive computing systems for human use and with the study of major phenomena surrounding them. 12/27 4

5 Human Computer Interaction Semiotics Communication Education Cognitive Psychology Fine Arts Commerce Sociology Anthropology Task and Workflow Analysis Interaction Devices and Styles Design and Prototyping Usability Testing and Empirical Studies Cognitive Process and User Modeling Relationships between Technology, Work, and Organization Computer Supported Collaborative Work Virtual Communities Affective and Persuasive Computing Computer Science Software Engineering Industrial Design Human Factors Engineering Building Engineering 13/27 Why Interactive system design is different? Usability first User friendly It makes business effective. It makes business efficient. It makes business sense (IBM, 1999) American industry and government will become even more productive if they take advantage of usability engineering techniques (Ex-Vice US President Al Gore) Usability is not a magic drug for all software diseases and failures What is poor usability? I really like it, but I don t To end-users.. it much It doesn t do what I need it to do I can t find what I m looking for Can t it be more like Google? I don t think it seems trustworthy It s very fancy, but it s not very useful I find it a bit frustrating 5

6 Usability is a quality factor Ease of use and ease of learning Usability is a high-level quality objective [ISO ]: The extent to which a product (UI) can be used by specified users to achieve specified goals (tasks) with effectiveness, efficiency and satisfaction in a specified context of use Usability is seen as one relatively independent contribution to traditional software quality [ISO/IEC 9126]: A set of software quality attributes (quality in use factors), which bear on the effort needed for use and on the individual assessment of such use by a stated or implied set of users. 16/27 Approaches to ensure usability & '() *& +$, * "!"# $ $ "$ % " 3"$12 -./" &0 1$$ 12 &%"$ ) 4"/" 2& 17/27 Why IS design is different? Designing for users with users Rather than designing robust and reliable software (traditional software development), the primary IS design goal is to insure that the system will be usable. First we should answer the following questions? Who will use the system? Users profile, behavior, background and skills level, etc. What kinds of tasks the users will accomplish with the interactive system? Work context and social environment in which the system will be used What is technically and technologically suitable and feasible? (Compromise) 18/27 6

7 Usable or not 19/27 Usable or not 20/27 User-centered design Changing the mind of designers! Focus on users and usability User interface is important Users has rights Design with users and users 21/27 7

8 User-centered design UCD is the current term to describe a design philosophy that has been around for decades under different names such as human factors engineering, ergonomics engineering, usability engineering. User experience engineering User-centered design places the user at the centre of the process UCD is a collection of techniques, methods, tools, procedures, and processes for designing usable products and systems Woodson (1999) defined the essence of UCD as The practice of designing a product so that users can perform required use, operation, service, and supportive tasks with a minimum of stress and maximum of efficiency 22/27 User-Centered Design User-centered design proceeds with user as the center focus. Product s goals, user objectives, context, and environment are all derived from the user s perspective, as well as all aspects of the work and tasks that the product supports. 23/27 User centered design milestones An early Focus on users and tasks whereby the information from user about the context of use including users characteristics tasks, technical and organizational environment is gathered, analyzed and integrated in the design. Iterative design whereby the system is defined, designed, and tested repeatedly with end-users before implementation and deployment. Empirical measurement of product usage whereby users-derived feedback about ease of use and ease of learning is collected directly and/or indirectly, transformed in design recommendations and decisions 24/27 8

9 User-centered design? Who are the users? Users those who use the system. They may be the direct users (generally called end-users) who use the system to complete their tasks, or indirect users who use it for other purposes, such as system administrators, installers and demonstrators. Usability professionals those who specify the context of use and conduct usability requirements reviews and testing sessions. Technical Staff and software developers those who detail the specification of the system's functionalities and develop the use case model and the user interface s prototype Stakeholders those who are affected by the system or can influence its development, such as marketing staff and purchasers. Their input is mainly used as constraints or additional requirements. For example, marketing staff would like to add to the system a specific function that another company is planning to implement. 25/27 User-Centered Design - User is not only right, he has rights John Karat from IBM proposed a set of user rights to transform the culture in which information technology systems are designed, developed and manufactured, and to ensure all future products are precisely what the customer expects. Perspective: The user is always right. If there is a problem with the use of the system, the system is the problem, not the user. Installation: The user has the right to easily install and uninstall software and hardware systems without negative consequences. Compliance: The user has the right to a system that performs exactly as promised. Instruction: The user has the right to easy-to-use instructions (user guides, online or contextual help, error messages) for understanding and utilizing a system to achieve desired goals and recover efficiently and gracefully from problem situations. Control: The user has the right to be in control of the system and to be able to get the system to respond to a request for attention. 26/27 User-Centered Design - User is not only right, he has rights Feedback: The user has the right to a system that provides clear, understandable, and accurate information regarding the task it is performing and the progress toward completion. Dependencies: The user has the right to be clearly informed about all systems requirements for successfully using software or hardware. Scope: The user has the right to know the limits of the system's capabilities. Assistance: The user has the right to communicate with the technology provider and receive a thoughtful and helpful response when raising concerns. Usability: The user should be the master of software and hardware technology, not vice-versa. Products should be natural and intuitive to use. 27/27 9

10 Changing the culture 1. During product development the emphasis and focus have been on the machine or system, not on the person who is the ultimate end user 2. As technology has penetrated the mainstream consumer market, the largest audience has changed and continues to change dramatically (from hackers to everybody). Development organization have been slow to react to this evolution 3. The design of usable systems is a difficult, unpredictable endeavor, yet many organizations treat it as if it were just common sense 4. Organizations employ very specialized teams and approaches to product and system development, yet fail to integrate them with each other 5. The design of the user interface and the technical implementation of the user interface are different activities, requiring very different skills. Today, the emphasis and need are on the design aspects, while many engineers possess the mind set and skill set for technical implementation 28/27 Changing the designer mind $ 56! "! " 2!% "!# $ *$0 ' 96( -"$ 2 29/27 Shifting paradigms %&!$!!$ *"2:%"$% +$ 0 %" ; " <" 22$ 0 $0'2 =" 2( $" $ %" 1" 20 " = % 1" 0 #" $"2 7>"/ >" ;? "'">0"/ ( <" $0 '=" 2( $" 0%" " "2? 0'/ >/7> % ( 30/27 10

11 User-centered design lifecycle ISO Standard on Human-Centered Design Processes for Interactive Systems 31/27 Main UCD activities Step Understand and specify the context of use Specify the user and organizational requirements Activities Characteristics of the intended users Tasks the users are to perform Environment in which the user are to use the system including technical, physical and organizational context Identify the range of relevant users and other personal in the design Provide a clear statement of the human-centered design goals Set appropriate priorities for the different requirements Provide measurable benchmarks against which the emerging design can be tested Be conformed by the users or those representing their interests in the process Include any statutory or legislative requirements Be adequately documented 32/27 Main UCD activities &" '!? >7" $$" $"2" #> " " /"/ >$/ 00$ 2$ 17" "7 $0 >' " >( $ "@ % # 0" '0? >7" / $ >/0 %%" ( %" = &%0>7 $% 7. "@ %%% # " 0 $ 2 A$ " 0 %" 33/27 11

12 User-centered design toolbox Ethnographic Interviews Focus Groups Surveys Questionnaires Paper Prototyping Use Cases and Use Case Maps Contextual Inquiry Participatory Design Workshop Prototyping Patterns and Design Guidelines Heuristic Evaluation Psychometrics Tests User Satisfaction Questionnaires Cognitive Walkthrough Field Observation Card Sorting 34/27 User-centered design methodologies Scenario-based design (Carrol) Goal-oriented design (Cooper) Usability engineering lifecycle (Mayhiew) Contextual design (Beyer and Holtzblatt) Usage-centered design (Constantine) User experience engineering (IBM) Designing the user experience 35/27 User-centered design revisited 12

13 Closing the gap between the designer and users, it looks like the story between the kid and his father Computer programs are like dady! 13

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