Bellcore (3) Bell Communications Research m Special Report R 3"hX SR-STS-002870 o~ ~ \ November 3-5,1993 UB/TIB Hannover Proceedings of the Bellcore/BCC Symposium on User-Centered Design: People & Technology
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
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
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
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