User Centred Design 02 USERS & STAKEHOLDERS Lesson 2 Users and Stakeholders
PREVIOUS LESSON Why User-Centred Design (UCD)? Known your users in order to make systems that meet their needs What is UCD? Framework of processes in which users are included at every stage of the development cycle
PREVIOUS LESSON Development cycle 1. Needs 2. Design 3. Prototype 4. Evaluate Iterate! You will learn techniques to involve users at each state of the cycle
PREVIOUS LESSON Create value-added experience Usability User experience Involving users is a must Design guidelines are not enough UCD is multidisciplinary Psychology, engineering, computer science, social sciences, human factors, etc.
USER-CENTRED DESIGN
TODAY Who are the users? Users Stakeholders User profiles
01 WHO ARE THE USERS?
WHO ARE THE USERS? Can be a simple and naïve question Obviously Users are the people who will use the final product to accomplish a goal.
WAIT, THERE ARE MORE! What about the people Who manage the users Who decide whether to purchase the system Who test the system Who will maintain the system Who are affected in some way by the system All have needs and expectations
TYPES OF USERS (BY EASON) Primary Interact directly with the system Secondary Seldom interact with the system Interact with the system through other people Tertiary Everyone affected by the system People that decide on the purchase
USERS OF FENIX WEBPAGE? FIND SOMEONE WHO S NOT FROM YOUR LAB GROUP 30 seconds
USERS OF FENIX WEBPAGE? FIND SOMEONE WHO S NOT FROM YOUR LAB GROUP
EXERCISE USERS OF THE UCD FENIX WEBPAGE? Primary: interact directly Secondary: seldom interact; through others Tertiary: everyone affected 5 minutes
EXERCISE USERS OF THE UCD FENIX WEBPAGE? Primary: interact directly Secondary: seldom interact; through others Tertiary: everyone affected
EXERCISE USERS OF THE UCD FENIX WEBPAGE? Primary: interact directly Secondary: seldom interact; through others Tertiary: everyone affected
USERS OF FENIX WEBPAGE Primary CCU Students CCU Professors Secondary Academic services Students searching for an optional course Tertiary Webmasters (DSI) Family and friends
LESSON LEARNED There is a high number of people interested in the development of a system which can be affected positively or negatively by its introduction
STAKEHOLDERS People affected by the successful development of a system Challenge How to systematically identify all stakeholders?
IDENTIFYING STAKEHOLDERS Process proposed by Sharp and colleagues Focuses on interaction between stakeholders Baseline Supplier: supply information to baseline stakeholders Client: receive information from baseline stakeholders Satellite Interact with baseline
IDENTIFYING STAKEHOLDERS System Supplier Stakeholder Baseline Stakeholders Client Stakeholder Satellite Stakeholders
BASELINE STAKEHOLDERS End-Users Do not mistake with Users as defined by Eason Developers Legislators Quality auditors, rule makers, Decision-makers Managers, financial controllers, directors,
5-STEP PROCESS 1. Identify baseline stakeholders from each group 2. Identify suppliers for each baseline stakeholder 3. Identify clients for each baseline stakeholder 4. Identify satellites for each baseline stakeholder 5. Repeat for each new stakeholder group
STAKEHOLDERS OF FENIX WEBPAGE? FIND SOMEONE DIFFERENT FROM LAST TIME 30 seconds
STAKEHOLDERS OF FENIX WEBPAGE? FIND SOMEONE DIFFERENT FROM LAST TIME
EXERCISE STAKEHOLDERS OF THE UCD FENIX WEBPAGE? Supplier Stakeholder Baseline Stakeholders Client Stakeholder 5 minutes Satellite Stakeholders
EXERCISE USERS OF THE UCD FENIX WEBPAGE? Supplier Stakeholder Baseline Stakeholders Client Stakeholder Satellite Stakeholders
EXERCISE USERS OF THE UCD FENIX WEBPAGE? Supplier Stakeholder Baseline Stakeholders Client Stakeholder Satellite Stakeholders
STAKEHOLDERS OF FENIX WEBPAGE End-Users Baseline: Students; Suppliers: professors; Satellite: family Baseline: Professors; Clients: students Developers Baseline: Developers Suppliers: design team, debug team Clients: students, professors, academic services,
STAKEHOLDERS OF FENIX WEBPAGE Legislators Baseline: Executive board, Pedagogic board Suppliers: University of Lisbon Clients: professors, academic services Managers Baseline: Academic Services Suppliers: Pedagogic board, professors Clients: students, professors
ANALYSIS OF SHARP S METHOD Advantages Start with known stakeholder Process to capture all important stakeholders Consistency-check Disadvantages Spending too much time Too much data Not knowing when to stop
STAKEHOLDERS FINAL NOTES Changes of power Pay attention to the changes of power with the introduction of the system Client vs. End-user It is frequent that whoever acquires a system is the least affected by it
STAKEHOLDER FINAL NOTES Involve all stakeholders in design process? No. It is not necessary. But it is important to have the conscience of the impact of the system Recommendation Prepare an heterogeneous focus group Recruit users from focus group to the design activities Rotate the users for different tasks
USERS AND STAKEHOLDERS Eason Focuses on interaction with the system Primary, secondary, tertiary Sharp Focuses on interactions between stakeholders Baseline, Satellite, Suppliers, and Clients
02 USER PROFILES
USER PROFILES Characteristics of a group Distinct characteristics inside a group A group of stakeholders often includes users with different profiles
USER CHARACTERIZATION Interests Needs Limitations Knowledge Experience Motivation Context Wants Etc.
WHY USER PROFILES? Filter irrelevant information Facilitates communicating information Focus on most relevant users Adapt systems to users
DEFINING USER PROFILES Create a characterization scheme Dimensions of user profile space Characteristics that differentiate users Example: It is more important to understand if age is relevant for the profile than to find the average age of the users
DEFINING USER PROFILES Identify the range of values of the characterization scheme If age is important, what are the main age clusters? Choose the target user profiles Specify groups of users in the profile space
USER PROFILES - EXAMPLE IST webpage Students Experience: freshman, finalist Engagement: studious, sportive Field: architecture, computer science, biology Professors Position: Full, associate, and assistant professor Academic role: head of department, responsible for courses
USER PROFILES - EXAMPLE Electronic calendars Users profile Personality: organized, chaotic Interest: social activity, worker Profession: executive, student
SUMMARY Identifying Users and Stakeholders Eason focuses on interaction with the system Sharp focuses on interaction between stakeholders User Profiles Create a characterization scheme, choose a range of values, and specify groups of users
THE ONLY STUPID QUESTIONS ARE THOSE THAT STAY WITH YOU What wasn t clear enough? What should be improved?
USERS AND STAKEHOLDERS