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CREATING “SWEARLESS” HUMAN-COMPUTER INTERFACES
Presented toIEEE Computer SocietyRochester Section
Presented by Stan CaplanPresidentUsability Associates
March 20, 2002
March 20, 2002 Stan Caplan, Usability Associates 2
OCCUPATIONAL LABELS
Human Factors
Usability Engineering
User-Centered Design
Software Ergonomics
User Interface Design
Engineering Psychology
User Experience Design
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USABILITY DEFINITION
Effectiveness, efficiency, and satisfaction with which specified users can achieve specific goals in particular environments
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15-SECOND COMMERCIAL
Help companies make products that are easy for their customers to use and information systems that are easy for their employees to use.
Help companies make products that you and I won’t swear at when we try to use them.
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AGENDA
What are “swearless” HCIs?How do you develop them?Can you afford them?
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CHARACTERISTICS OF “SWEARLESS” PRODUCTS
Useful
Usable
Comfortable/Safe
Engaging
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TYPES OF USABILITY
Apparent Usability
Learnability
Experienced Use
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USABILITY MUSIC
“I can do that”. I don’t think it will overwhelm me”.
“It works the way I expect it to work”
“It does the right things to help me do my tasks effectively and efficiently”
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DEVELOPING THE MUSIC
Appoint a project “conductor”Institutionalize usability process
•User centered•Task oriented•Early•Often
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KEY SUCCESS FACTOR
PROJECT SUCCESS CRITERIA IMPORT. POINTS
1. User Involvement 19
2. Executive Management Support 16
3. Clear Statement of Requirements 15
4. Proper Planning 11
5. Realistic Expectations 10
6. Smaller Project Milestones 9
7. Competent Staff 8
8. Ownership 6
9. Clear Vision & Objectives 3
10. Hard-Working, Focused Staff 3
TOTAL 100
The Standish Group, Unfinished Voyages,www.standishgroup.com1996
SURVEY OF IT EXECUTIVE MANAGERS
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INSTITUTIONALIZE USABILITY PROCESS
1. Collect Voice of the Customer
2. Establish usability design requirements
3. Apply usability design principles
4. Iterate usability testing
5. Evaluate usability during field testing
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1. VOICE OF THE CUSTOMER
Users• Demographics• Tasks• Current, Competitive, Non
Usage Environment• Venue• System capabilities/limitations/settings
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VOC METHODS
Contextual field studies• Usage, perceptions• New users, experienced users
I-S Mapping• Evolutionary product
Wizard of Oz• Revolutionary product• Early development
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I-S MAPPING METHOD
SystematicEasy to doPrioritizes development effort
1. Define usability features2. Rate Importance and Satisfaction3. Plot results and analyze
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EXAMPLE - FEATURES
How easy or difficult is it toa) Install applicationb) Edit photosc) Insert tablesd) Employ progressive disclosuree) Incorporate soundf) ……….g) …………….
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MAPPING
SATISFACTION
IMPORTANCE
h
da
cl
g
i
b
je
f
k
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WIZARD OF OZ
Man behind the “screen”
CONTROL ROOM
Participant
EXPERIMENT ROOM
Early VOC – determine user interaction characteristics•Partial prototype•Immature technology
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2. USABILITY DESIGN REQUIREMENTS
Incorporate in requirements document
Track
Possible requirements statements• Absolute• Relative• Guidelines
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ABSOLUTE REQUIREMENTS
EXAMPLE: Easy to Read
Physical Measurement:• Min Contrast Ratio = 3.0
Preference• 80% of people are very satisfied or satisfied with
readability
Performance• All people can correctly read at least 95% of given
phrases
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RELATIVE REQUIREMENTS
EXAMPLE: Easy to Read
Physical Measurement• Min Contrast Ratio = > benchmark product
Preference• 90% of people prefer readability to that of leading
competitor
Performance• % of correctly read phrases is greater than for
product XYZ
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IMPLICATIONS
Absolute vs. Relative vs. Guidelines
Difficulty of specifying (e.g. conditions, equipment)
Meaningfulness of specification
Cost, time for measuring/testing against requirements
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•Be more particular for the more important requirements
•Use guidelines where necessary
PRIORITIZE EFFORT
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3.APPLY DESIGN PRINCIPLES
Filter for relevancyMake appropriate tradeoffsDon’t compromise basic principles
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COMPUTER USER’S BILL OF RIGHTS
The user has the right to• Know all system requirements and
limitations • A system that performs exactly as promised• Easy-to-use instructions• Be in control of the system• Know task performance and progress• Easily install and uninstall SW & HW systems
Adapted from Claire-Marie Karat, IBM, Communications of the ACM, Dec, ’98
Also see http://www.interface-design.net/UsersRights_files/frame.htm
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GENERAL PRINCIPLES
Consistency - Perform similar tasks in similar ways
Compatibility - Align the method of operation with users’ expectations based on their knowledge of other types of products and the “outside world”
Consideration of user resources - Take into account the demands on the users’ physical and mental resources during interaction with the product
Feedback - Acknowledge user actions and give a meaningful indication about the results of these actions
From Jordan, Patrick W., An Introduction to Usability, Taylor and Francis, Bristol, PA 1998
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GENERAL PRINCIPLES Error prevention and recovery - Minimize the
likelihood of user error and if errors do occur, provide for quick and easy recovery (easy to detect; negligible and reversible consequences)
User control - Maximize user control over the product’s state and its actions
Visual clarity - Display information so it can be read quickly and easily without causing confusion
Prioritization of functionality and information - Make the most important functionality and information easily accessible to the user
Explicitness - Design in cues that convey functionality and method of operationFrom Jordan, Patrick W., An Introduction to Usability, Taylor and Francis, Bristol, PA 1998
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CONSISTENCY
Keyboard Shortcuts
For more UI and Web Bloopers, see www.interface-design.net/bloopers
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COMPATIBILITY
STEREOTYPES - SWITCH ICON
UP DOWN
Louder Softer________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________
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CONSIDERATION OF USER RESOURCES
Which one is easier to open?
Why?
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VISUAL CLARITY
Is this water safe to drink?
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ERROR PREVENTION
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EXPLICITNESS
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SAMPLE CHECK LIST FOR WEB SITE DESIGN
Navigation Aids• Linking obviousness• Link target size• Consistency
Feedback• Timeliness• Obviousness• Consistency• Directness (i.e. no
lookup)• Understandability
Content/Presentation• Readability• Legibility• Consistency• Relevance
Structure• Logical flow• Affinity clustering• Placement of navigation
aids• Consistency• Loading time
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WEB SITE USABILITY
Design and Evaluation• www.useit.com• www.nist.gov (Links to other sites)
Accessibility• www.w3.org/wai (Web Accessibility
Initiative)
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4. ITERATE USABILITY TESTING
Recruit representative usersPerform tasks on prototype or SW
build• Paper/pencil, Visual Basic, SW Version
Measure performance and preferenceProduce deliverables
• Report or presentation of results• Videotaped highlights of user interaction• Recommended UI improvements
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MEASURES OF USABILITY
Performance (Behavior)
• Task success• Task time• Decision time• Reaction time• Errors• Deviations
Preference (Reporting)
• Absolute Satisfaction• Relative Satisfaction• Choice• Perception• Opinion
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BENEFITS
Improved acceptance• Willingness to use• Competitive advantage• Apparent usability• Actual usability • Trade publication image
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BENEFITS
Cost Savings• Decreased training• Decreased errors • Decreased help calls • Increased productivity• Fewer instructional materials • Less installation time• Avoid expensive late design changes
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COST-BENEFIT ANALYSIS FOR USABILITY TESTING
TEST ASSUMPTIONS System to be used by
250 employees Fully burdened
employee wages=$40 per hour
User interface tested by 10 participants
ANALYSIS SUMMARY BENEFITS $69,000 COSTS
$16,725
FIRST YEAR SAVINGS$52,275
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BENEFITS BREAKDOWN
Decreased Training $10,000
Decreased Errors $38,333
Decreased Help Calls $ 1,500
Increased Productivity
$19,167
TOTAL $69,000
Seelast page
fordetailed
calculationsof
benefitsand
costs
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AGENDA
What are “swearless” HCIs?How do you develop them?Can you afford them?Can you afford not to develop them?
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5. EVALUATE USABILITY IN FIELD
IS MappingContextual field study
• Interview• Observation of environment
Focus group
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FINAL THOUGHT
from
Marketing MakableSoftware
to
MakingMarketableSoftware
User-Centered Design can help transform your development philosophy
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CONTACT INFORMATION
Stan CaplanUsability Associates(716) 442-0499scaplan@usabilityassociates.comwww.usabilityassociates.com