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Chapter 9Chapter 9User-centered approaches to User-centered approaches to
interaction designinteraction design
By:
Sarah Obenhaus
Ray Evans
Nate Lynch
Introduction
Some advantages of involving users Main principles of user-centered approach Ethnographic-based methods to understand
user’s work Design techniques that help users take
active part in design
Why involve users? Best way to ensure that users’ activities
taken into account Expectation management
– Process that makes sure what user expects is realistic
– Users will know what to expect-no surprises– Users less likely to be disappointed
Ownership– Users involved in design have a sense of
“ownership” and will be more receptive
Degrees of Involvement Co-opted full time
– Consistent input– Could lose touch with user group
Co-opted part time– Consistent input with careful management– Remain in touch with user group
Newsletters, Workshops– Good solution for large amount of users
What if short on time? Some argue that if the project is large scale
and the time is short, users will be a waste of valuable time
Braiterman conducted 2 studies that prove otherwise:– 3-week web shopping application
• Use paper prototypes
– 3-month gaming website• Observed 32 teenagers to gain insight
“Too much of a good thing?”
Heinbokel (1996) – Users could make project have less flexibility and lower team effectiveness
Communication problems:1. Users want more sophisticated designs later in
project
2. Users’ fears lead to less constructive participation
3. Users unpredictable and unsympathetic
4. Higher stress levels from higher aspirations
What is user-centered approach?
Real users and their goals should be the driving force behind design
Three principles:1. Early focus on user and their tasks
2. Empirical measurements
3. Iterative design
Early focus on user Five principles that expand on this:
1. User’s goals are driving force
2. System designed to support users’ behavior
3. System designed for user’s characteristics
4. Users consulted from beginning to end, with their input taken seriously
5. Design decisions taken within context of users, their work, and environment
What is Ethnography?
“writing the culture” (Hammersley and Atkinson, 1983)
Used to understand work Observers sit in on user’s work
environment and participate in daily activities
Experience is collected and documented
Ethnography and design
Three ways it is associated with design:1. “Ethnography of”
– Studies of developers and workplace
2. “Ethnography for”– Studies of organizational work
3. “Ethnography within”– Integrated into methods for development
Ethnography continued
Design deals with abstraction, and ethnography deals with detail
Framework of ethnography for designers:– Distributed co-ordination– Plans and procedures– Awareness of work
Could train developers to do studies
Coherence
Intended for integration of social analysis and object-oriented analysis
Present data from ethnographic studies through – “viewpoints” – “concerns”
“Viewpoints”
Focus question for each that guide observer through users’ workplace– Distributed coordination– Plans and procedures– Awareness of work
See figure 9.1 for some questions
Concerns
1. Paperwork and computer work Plans and procedures; awareness of work
2. Skill and use of local knowledge “workarounds”
3. Spatial and temporal organization Physical layout
4. Organization memory Records and formal documents
Contextual Design
Structural approach to gathering info from field
Seven parts: – Contextual Inquiry, Work Modeling, Consolidation,
Work Redesign, User Environment Design, Mockup and Test with Customers, Putting into Practice
Contextual Inquiry
Approach to ethnographic study that follows apprenticeship model– designer works as apprentice to user
Typical format includes interview, observation, discussion, reconstruction
4 main principles
4 principles of Inquiry
1. Context– Importance of going to workplace
2. Partnership– Developer and user should collaborate
3. Interpretation– Observations must be interpreted together by
developer and user
4. Focus– What do you look for?
Contextual Inquiry v. Ethnography
1. Contextual Inquiry shorter (2-3 hours)
2. Inquiry interview more intense and focused
3. Designer inquiring, not observing
4. Inquiry has intention of designing a system, ethnography has no intent
Working Model
Five aspects of “work” modeled:– Work flow model– Sequence model– Artifact model– Cultural model– Physical model
Interpretation Session Session occurs after inquiry, work models
produced at this time as team composes view of users’ work
Roles of team:– Interviewer– Work modelers– Recorder– Moderator– Participants– Rat-hole watcher
Consolidate Models
Affinity diagram-organizes notes taken during session into hierarchy– Work flow – identify key roles– Sequence – structure of tasks/strategies– Artifact – how people organize– Physical – physical structure commonality– Cultural – what matters to workers
Work Flow Model
Sequence Model
Artifact Model
Physical Model
Cultural Model
Design Room
Where all work models kept All known about customers found here Key element to contextual design
Participatory Design
Users actively involved in design as equal to design team
Cultural differences has been a problem UTOPIA project PICTIVE CARD
PICTIVE
Plastic Interface for Collaborative Technology Initiatives through Video Exploration
Uses typical office supplies to design screen and window layouts
Group or one-on-one sessions of design
CARD
Collaborative Analysis of Requirements and Design
Uses playing cards with pictures of computers’ screens to study work flow options
Form of storyboarding
Review of techniques
Ethnography Coherence Contextual design Participatory design
Key Points Pros and cons of user involvement User-centered approach requires much info about
users Ethnography good method for studying users in
natural surroundings Coherence-method that provides focus questions Contextual design-method that provides models
for gathering data PICTIVE and CARD-participatory design
techniques that empower user