Note 4: Goal-Directed Design

Transcription

1 Computer Science and Software Engineering University of Wisconsin - Platteville Note 4: Goal-Directed Design Yan Shi Lecture Notes for SE 3330 UW-Platteville Based on About Face 3: Cooper, Reimann, Cronin Reading: Chapter 1-3, 5

2 What will we learn? Goal-directed design Implementation models vs. User mental models User classifications

3 Review: 3 Golden Rules for HCI Design Place users in control Reduce users memory load Make the interface consistent How to go beyond the 3 golden rules?

4 Ridiculous Error Messages from

5 Ridiculous Error Messages An error message while opening IE. from

6 Ridiculous Error Messages Sure... If only I could! from

7 Ridiculous Error Messages from

8 Ridiculous Error Messages Sorry, I can t find the F1 key!

9 Ridiculous Error Messages Did you happen to know that this is a PHONE?!

10 Ridiculous Error Messages WinSCP FTP or Child Killer?

11 Ridiculous Error Messages Xbox One Tires Of Your Past Behavior

12 Rude Software Products Applications are rude by displaying irrelevant errors, and blaming the user for the error.

13 User == Computer? Applications regularly assume users to be technology literate. Applications are often expressing themselves in incomprehensible jargon. "how many stop bits? Applications often requires users to think like a computer. rename a document in Word.

14 Software products are obscure circular definitions in help little context for important questions

15 Poor Behavior 10-year-old behavior: leaving the fridge door open leaving shoes in the middle of the floor forgetting instructions from 5 minutes earlier Microsoft Office: save a document print close it it asks if you want to save it! Mom, I didn t hear you. Why are these products so bad?

16 Why are these products so bad? Ignorance about users goals Typical design method: Marketers: bring a list of requirements Developers: work to these requirements Goal of developer: make it reliable, stick to budget Little consideration for user s goals! Conflicting interests programmers are often designers: choice between ease of coding and ease of using. Lack of process No repeatable and analytical process to transform an understanding of users into products

17 The Evolution of Software Development Process From Alan Cooper, About Face, 4 th edition, chapter 1

18 What makes a successful product? What can we build? What do people need? Capability Desirability Viability What will sustain a business?

19 What do you think about them?

20 UX vs UI

21 Recognizing user goals What are user goals? How can we identify them? Are they the same to all users? Do they change over time?

22 User goal or Business goal Users goals are often different from what we might guess them to be. Example: invoice processing system User: a business office clerk Goal: To process invoices efficiently To appear competent at the job REALLY? To keep himself/herself engaged with the work The goal of the employer!

23 Three Types of User Goals Experience goals How someone wants to feel while using a product. feel smart and in control have fun End goals The user s motivation for performing the tasks using a specific product. Clear my to-do list by 5:00 every day Get the best deal Life goals Personal aspirations of the user that go beyond the context of the product. deep motivation of the end goals live a good life Be respected by my peers

24 Goal or Task or Activity Goal An expectation of an end condition Change slowly Task and Activity Intermediate step to help reaching a goal Transient Example: traveling from St. Louis to San Francisco Goal: traveling quickly, comfortably and safely. Task and activities: 1850: covered wagon, bring a rifle 2018: jet airplane, leave firearms at home

25 Goal-Directed Design Process Research users and the domain Model users and context Define Requirements Design Framework Refinement & Support

26 Research Techniques: Ethnographic techniques: observation and contextual interviews Competitive product audits Reviews of market research Interviews with users, stakeholders, developers and domain experts Outcomes: preliminary research findings suggesting goals and motivations business and technical products: professional roles consumer products: lifestyle choices

27 Modeling Domain model: information flow and workflow diagrams User models: personas: detailed, composite user archetypes representing unique groups of behaviors and goals. specific, individual human being synthesized from the observation of real people represent groups of users with unique behaviors and goals

28 Personas Should a product satisfy as a diverse audience of users as possible? design for specific types of individuals with specific needs! The key is to figure out who are the primary target group. Personas must have goals!

29 Constructing Personas Name: can also attach a photo Behavior Pattern Activities: what the user does Attitudes: how the user thinks about the product domain Aptitudes: what education background Motivation: why the user is engaged in the product domain Skills: user abilities related to the product domain Can later expand to narratives Goals: mostly end goals Persona Type Primary, secondary, customer, negative, etc.

30 Requirement Definition Scenario-based design methods focusing on: not user tasks but the goals and needs of specific user personas Role-playing: Personas are the main characters iterative context scenario: starts with a day in the life of the persona using the product defines ever-deepening details Outcome: requirement definition scenarios

31 Framework Definition Define the basic frameworks for the product s behavior, visual design and physical form (if applicable). Tools: interaction design principles interaction design patterns Outcome: overall structure of user experience 1. define form factor, posture and input methods 2. define functional and data elements (apply patterns) 3. define functional groups and hierarchy 4. Sketch interaction framework 5. Construct key path scenarios 6. Check designs with validation scenarios Don t forget to refine the definition using tools. walkthrough with validation scenarios details and implementation

32 Understanding users Starting point for a goal-directed design Implementation vs. Mental Models Finding a model that works for understanding users User types Understanding different types of users

33 How does a blender work? User s mental model: plug the blender into the outlet electricity flows through the black cord into the blender electricity pushes the motor to spin and blends stuff Implementation model: Enough knowledge to use a blender! Do they matter? NO! electrical potential reverse 120 times per second electricity in winding creates magnetic fields which oppose the original magnetic electromagnets make the motor spin...

34 Mental Model vs. Implementation Model What is the difference between using a cell phone or a landline phone? mental model: almost no difference implementation model: completely different knowing the difference does NOT help us to understand how to use a cell phone.

35 Represented Model The way the designer chooses to represent a program s functionality to the user. worse better Implementation model Represented model Mental model

36 Mental Models for Software Products Example: what happens when you scroll down a excel spreadsheet? Example: How to play Tetris game?

37 Engineers prefer implementation model No matter how many store inventory systems you have designed in class, a real one always looks similar like this: any-actual-reason-forcomplicated-uis

38 Engineers prefer implementation model They know how the software works Implementation model is logical, truthful, and accurate to them a button for every function a text box for every input Unfortunately, it is not intelligible or effective to users. Another Example: in Windows, dragging a file within a disk or between different disks gives different results.

39 Math thinking Implementation Model Interface Users don t understand Boolean logic! Find all employees in Wisconsin and Iowa. SQL: SELECT * FROM Employees WHERE State= Wisconsin OR State= Iowa ;

40 User Levels Beginners Intermediates Experts What does the program do? Where do I start? How do I save? How do I import data? How do I embed a movie? What is this control for? What new features are in the new release? What is the shortcut? Can I customize it? Can I change this? Is there a keyboard equivalent? struggle with learning curve most users are in this category don t want to be treated as beginner

41 Perpetual Intermediates Think about a ski resort: 1 beginner s slope, a few expert s run, how about the rest? Nobody wants to remain a beginner: they either stop completely and find other products, OR become intermediates However, they seldom go on to become experts A well-balanced user interface caters to the perpetual intermediates.

42 What beginners need Imagine users as very intelligent but very busy! They need some instruction, but not much. The learning process needs to be fast and well targeted. Beginners want to get the concepts and scope of the product quickly: Try to match the mental model. Wizard, Tutorials, but always give the cancel option. skype setup wizard Alice tutorial Online help document is a BAD idea for beginner assistance.

43 What experts need Definitely: shortcut to everything! Constantly: seek to learn more appreciate new, powerful features Sometimes: esoteric features. Experts are a vital group: they have a disproportionate influence on beginners and intermediates.

44 What perpetual intermediates need Access to tools: they know the scope already ToolTips References to learn the system more: indexed help document Easy access to frequently used functions common operations front and center The existence of advanced features so that they know system will grow with them if they choose to.

45 Special products have exceptions Some specialized products aim to optimize experts user experience: development tools

46 Special products have exceptions Some products used in a transient manner must be optimized for beginners. ATM machine

47 Summary 3 golden rules Goal-directed design process mental, implementation, and represented models User categories: beginner expert perpetual intermediate