CHI - 2000 1 What I Saw… Tutorials Contextual Design: Using Customer Work Models to Drive Systems...

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What I Saw…

TutorialsContextual Design: Using Customer Work Models to Drive Systems DesignDesign and Rapid Evaluation of Usable Web Sites

SIGsA "Bag of Tricks" for Web Usability

PanelsInteractionary: An Interaction Design Competition Scaling for the Masses: Usability Practices of the Web's Most Popular Sites

PapersUser Experience in E-Commerce3D EnvironmentsTools for Design

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Tutorial 1

Subject: Contextual Design: Using Customer Work Models to

Drive Systems Design

Authors: Hugh Beyer & Karen HoltzblattInContext Enterprises

Summary: Authors presented methodologies and representational models

for capturing work practices. Once gathered across user groups, these models can be consolidated in order to drive the (re)design of systems to aid those work practices.

Contextual Design

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Contextual Design Process

Contextual Design

Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands.

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Contextual Design Process

Contextual Design


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Work Models

Flow – the communication and coordination between people and roles

performed in service of the intent irrespective of time

Sequence – the detailed work steps in time to accomplish a task

Cultural – the overall climate and cultural forces present in the environment of the customer

Physical – the layout and structure of an individual work space or site

showing how it supports the work

Artifact – the structure and usage of a work artifact

Contextual Design

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Flow Model

Contextual Design


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Sequence Model

Contextual Designti

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Cultural Model

Contextual Design

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Physical Model

Contextual Design


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Artifact Model

Contextual Design


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Consolidation

Once all work models have been gathered, each model is consolidated in order to represent the superset of the work process

Reveals common underlying pattern: Intent – the purpose or motive for a taskStrategy – a pattern for doing workStructure – an organization of the physical or social environment to support workConcepts – distinctions that help people think about their work and how to do itMindset – values and identity

Incorporates variations

Contextual Design

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Consolidated Flow

Contextual Design


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Redesigning the Work

Contextual Design


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Take-aways

PositiveEmploying Contextual Design methods can be useful in the creation of new tools for the web but primarily within a known audience of users when functionality of site is driven directly around supporting specific tasks

Limitations in approach Presented as an end-all for designMust stay objective while collecting data and (re)designing applicationTime consumingMultiple people (group) needed to properly collect, consolidate and extract models and new work processes

Contextual Design

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Follow Up

Publication:“Contextual Design : A

Customer-Centered Approach to Systems Designs” isbn: 1558604111

Links:http://www.incent.com/

Contextual Design

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Tutorial 2

Subject: Design and Rapid Evaluation of Usable Web Sites

Authors: Gene LynchDesign Technologies, Inc.

Summary: Presentation was primarily a fast-paced overview of

successful, main- stream, user-centered principles to employ during web site.

Evaluation of Usable Web Sites

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TopicsWeb Site UsabilityUser and web site purposeWeb site classification and functionalityDesign plan, process and issuesCard sorts for web site function and structureScenario-based designUser personasScenarios for design and evaluationWeb site design guidelines4 graphic principles and examplesDesign principles, heuristics and examplesMethods for evaluating web site usabilityA rapid evaluation processHeuristic reviewsTeam usability walkthroughs


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Take-aways

PositiveIncredible amount of reference material and follow up directions for further, more in-depth explorationGood over view of the variety of aspects employed in user centered design and evalution. Session notebook good reference for new employees/internal education.

Negative Too much for one day (this was a 2 or 3 day seminar compressed --- 250 pages of slides within 6hr session!)Geared to the novice web personCrowd often took away from richness of information discovery because of level of understanding of domain (web) (i.e.. Questions out of sync with topic)


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Web Site Usability(references)

Seven Deadly Web Site Sins – Jesse Berst, ZDNet Anchor Desk

Inconsistent navigationBroken LinksBrowser-specific sitesNo contact informationFramesSites that open new browsers“Under Construction Signs”


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Make People Love Your Web Site –Jesse Berst, ZDNet

Write right. (Make it short. Make it easy to scan.Make it simple

and direct)

Link right. Quality – not quantity. Good information fast.

Link wrong. Link to appropriate outside sites

Make it easy to be heard. Easy to find contact information.

Listen up. Answer every “letter”


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Five Most Serious Web Design Errors – D. Philip Haine, HP Ebusiness

Distracting motionForm not following functionAmbiguous linksUnhelpful searchDesign doesn’t match what user cares about


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7 Debilitating Diseases of Business Web Sites –

Dr. Ralph F. Wilson, Web Marketing Today

Clarity of ConstructionWhat Kind of Business? How do I place an order? How

do I contact you?

Image InflammationDesigners who need to show off wonderfully complex,

large graphics

Monitor Myopia640x480 users need to scroll to the right to see the

full text

Frames FixationFrames excessively cut up the screen, Print

poorly, cannot be bookmarkedCont’d…


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7 Debilitating Diseases of Business Web Sites –

Dr. Ralph F. Wilson, Web Marketing Today

Background BlemishComplex slow and distracting

Button BloatSites that make you wait while many individual buttons download, rather than a single navigation bar or clickable map

Navigation Neuralgia Too many or too few top-level choices. Structures not related to customer needs


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Top Ten Mistakes in Web Design Jakob Nielsen

FramesOver-use of “leading-edge” technologyScrolling text, marquees and animationsComplex URLsOrphan pagesLong scrolling pagesNo navigation supportNon-standard link colorsOutdated informationLong download times


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Design Technologies, inc. Top 5

Structures and content that support user tasksEasy access to critical content (minimize distance to content)Readability and minimal distractorsLogical grouping of controls“Connective Tissue” – Feed forward and feed back


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Audience Issues

SpeedUnneeded updates to web siteUnpredictabilityScannabilityToo many non-topical linksPoor text structurePoor content clarificationPath DepthDecision Support


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Further Information

Gene LynchDesign Technologies, Inc.618 SW Arboretum CirclePortland, OR 97221www.designtech.com


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Panel

Subject: Scaling for the Masses: Usability Practices of the Web’s Most Popular Sites

Organizer: Jared SpoolUser Interface Engineering

Summary: Open round-table of usability professionals from eBay, CNET,

Yahoo!, Intuit and Fidelity. Each discussed specific aspects of their site and all answered questions generated by audience.

Scaling for the Masses

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Discourse

Because of the nature of the panel, conversation was initially focused on introducing panel members and the work they faced but quickly opened up into a free-from Q&A. Included are a few salient comments made by panel members……


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Comments

CNET – “Own the users and the merchants will come”“Marketing wants to ‘warm up’ the users…. Reality is the user has a mission and ‘warm up’ is a waste of time”Intuit has shifted Quicken loan site from broker to lender in order to maintain level of service to its’ customerseBay – “Sudden change is disruptive” –versioningIntuit – ‘tweak teams’ in charge of changes between versions based on log dataFidelity – “People like to run their fingers through their money” – they display portfolio assets in different ways for their customers

Cont’d…


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Comments

Yahoo! – “Usability == Quantitative == complete tasks….User Experience == Qualitative == do the users like/want to do something”‘Usability’ vs. ‘User Experience’Fidelity – “Not Reducing ‘Click-through’ but that a Click has Value”Fidelity – “Reduce upfront message & place in a side area”Fidelity – “Invite Marketing people to usability testing sessions to see reactions in person”


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End..


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CHI - 2000 1 What I Saw… Tutorials Contextual Design: Using Customer Work Models to Drive Systems...

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