Data gathering

TH6204 Advance Interface Design

Design Method (Part I)Requirements: Data gathering, User and Task AnalysisLecture 6

User Centered Design

Contents What is User Centered Design? (Definition)

Why User Centered Design? (Benefits)

How we achieve UCD? (Methodology)What is User-Centered Design?Is an approach to interactive system development that focuses specifically on making products/web interfaces usable.

The quality of interaction between the person who uses the product to achieve actual work and the product itself is the primary goal of user-centered design.

User-centered systems empower users and motivate them to learn and explore new system solutions

User Centered Design (UCD) is a process and design philosophy focused on placing input from user research as the focal point of design decisionWhat is User-Centered Design?User Centered Design (UCD) is an approach to design that grounds the process in information about the people who will use the product-Usability Professionals Association

A design philosophy and a process in which the needs, wants and limitations of end users of are given extensive attention at each stage of the design process-Wikipedia

User Centered Design (UCD) is an approach for employing usability. It is a structured product development methodology that involves users throughout all stages of web site development, in order to create a web site that meets users needs-usability.Gov

What is User-Centered Design Process? The user-centered design methodology is characterized by:

* the involvement of users throughout the design process-* the use of an iterative design cycleWhat is User-Centered Design Process?Focus on users

There are a number of ways in which user participation can be facilitated throughout the design process: Focus groups, Survey (Questionnaire), Interviews, Observation, User testing, and many more

more information at http://www.usableweb.com

What is User-Centered Design Process?

ValidateDevelopDesignDefineWhat is User-Centered Design Process?Iterative Design CycleWhy User Centered DesignDecreased development costIncreased revenueImproved user productivityReduced training costsBetter customer loyaltyReduced customer service cost

More information.http://www.usabilitynet.org/trump/methods/integration/benefits.htmhttp://www.flow-interactive .com/business-case-for-ucd

Requirements GatheringThe outcome of any design is judged by how successful it meets the needs of the product desired by both users and organisation that commissioned it.Designer must understand: Clear and detailed knowledge of the usersWhat users can do with the product tasks users can perform using the productHow the product in used in the organisation the environment where the product is usedThe purpose of data gathering are:to collect sufficient, accurate, and relevant data so that a set of stable requirements can be produced.To capture users reactions and performance with a system or prototype.Requirements GatheringHow do we get there?Methods for involving the users 3 main techniques in data gathering:InterviewsQuestionnairesObservationFour key issuesSetting goalsDecide how to analyze data once collectedRelationship with participantsClear and professionalInformed consent when appropriateTriangulationUse more than one approachPilot studiesSmall trial of main studyData recordingNotes, audio, video, photographs

Notes plus photographsAudio plus photographsVideo recorder

Informed Consent FormContents may include:Purpose of studyHow data collected will be usedParticipants confidentialityWithdrawal of participation

Data RecordingCriterionNotes + CameraAudio + CameraVideoEquipmentPaper, pencil, and camera are easily availableInexpensive, hand-held recorder with a good microphone. Headset useful for easy transcriptionMore expensive. Editing, mixing, and analysis equipment neededFlexibility of useVery flexible, unobtrusiveFlexible. Relatively unobtrusiveNeeds positioning and focusing camera lens. ObtrusiveCompleteness of dataOnly get what note taker thinks is important and can record in the time available. Problem with inexperienced evaluatorsCan obtain complete audio recording but visual data is missing. Notes, photographs, sketches can augment recording but need coordinating with the recordingMost complete method of data collecting, especially if more than one camera used, but coordination of video material is neededData RecordingCriterionNotes + CameraAudio + CameraVideoDisturbance to usersVery lowLow, but microphone needs to be positionedMedium. Camera needs to be positioned on tripod. Care needed to avoid Hawthorne effectReliability of dataMay be low. Relies on humans making good record and knowing what to recordHigh but external noise, e.g. fans in computers, can muffle what is saidCan be high but depends ion what camera is focused onAnalysisRelatively easy to transcribe. Rich descriptions can be produced. Critical discussions can be identified. Transcription needed for detailed analysis. Permanent original record that can be revisitedCritical incidents can be identified and tagged. Software tools are available for detailed analysis. Permanent original record that can be revisitedInterviewsTechnique 1InterviewsUnstructured - are not directed by a script. Rich but not replicable. Structured - are tightly scripted, often like a questionnaire. Replicable but may lack richness.Semi-structured - guided by a script but interesting issues can be explored in more depth. Can provide a good balance between richness and replicability.InterviewsDepends on the purpose of the interview, the question to be address, and the stage in the lifecycle.For examples, if the goal is to gain first impression about how users react to a new design (ie. interactive features)-informal or open-ended interview.If the goal is to get feedback on particular design feature, layout or a new web browser- structure interview of questionnaire.

Interview questionsTwo types:closed questions have a predetermined answer format, e.g., yes or noopen questions do not have a predetermined formatClosed questions are easier to analyzeAvoid:Long questionsCompound sentences - split them into twoJargon and language that the interviewee may not understand Leading questions that make assumptions e.g., why do you like ?Unconscious biases e.g., gender stereotypesRunning the interviewIntroduction introduce yourself, explain the goals of the interview, reassure about the ethical issues, ask to record, present any informed consent form.Warm-up make first questions easy and non-threatening. Main body present questions in a logical orderA cool-off period include a few easy questions to defuse tension at the endClosure thank interviewee, signal the end, e.g, switch recorder off.Enriching the interview process

Props - devices for prompting interviewee, e.g., a prototype, scenarioFocus GroupGroup interviewMore appropriate to investigate community issues rather than individual experiences.3-10 people involve-led by trained facilitator.Participants are selected to provide a representative sample of a target population.ExampleEvaluation of university website-a group of admin staffs, faculty members or studentsFocus GroupInterview with a number of representative stakeholders at the same timeAlso known as workshopIssues are discussed and each participant responses Decisions can be made based on consensusConflicts and disagreement can be resolvedQuestionnairesTechnique 2QuestionnairesQuestions can be closed or openClosed questions are easier to analyze, and may be done by computerCan be administered to large populationsPaper, email and the web used for disseminationSampling can be a problem when the size of a population is unknown as is common online

Questionnaire designThe impact of a question can be influenced by question order.Do you need different versions of the questionnaire for different populations?Provide clear instructions on how to complete the questionnaire. Strike a balance between using white space and keeping the questionnaire compact.Decide on whether phrases will all be positive, all negative or mixed.

Question and response formatYes and No checkboxesCheckboxes that offer many optionsRating scalesLikert scalessemantic differential scales3, 5, 7 or more points?Open-ended responses

Likert Scale Example :http://oldwww.acm.org/perlman/question.htmlSemantic Differential Scale (eg)

Encouraging a good responseMake sure purpose of study is clearPromise anonymityEnsure questionnaire is well designedOffer a short version for those who do not have time to complete a long questionnaireIf mailed, include a stamped addressed envelopeFollow-up with emails, phone calls, lettersProvide an incentive40% response rate is high, 20% is often acceptableAdvantages of online questionnairesResponses are usually received quicklyNo copying and postage costsData can be collected in database for analysisTime required for data analysis is reducedErrors can be corrected easily

Problems with online questionnairesSampling is problematic if population size is unknownPreventing individuals from responding more than onceIndividuals have also been known to change questions in email questionnairesTools :Google DriveQuestionPro (http://www.questionpro.com/)

ObservationTechnique 3ObservationUseful data gathering at any stage during product development.Early in design- to understand users contact, tasks and goals.Later in development-to investigate how well the developing prototype support tasks and goal.ObservationDirect observation in the fieldStructuring frameworksDegree of participation (insider or outsider)EthnographyDirect observation in controlled environmentsIndirect observation: tracking users activitiesDiariesInteraction logging

Structuring frameworks to guide observation- The person. Who? - The place. Where?- The thing. What?

The Goetz and LeCompte (1984) framework:- Who is present? - What is their role? - What is happening? - When does the activity occur?- Where is it happening? - Why is it happening? - How is the activity organized? EthnographyEthnography is a philosophy with a set of techniques that include participant observation and interviewsDebate about differences between participant observation and ethnographyEthnographers immerse themselves in the culture that they studyA researchers degree of participation can vary along a scale from outside to insideAnalyzing video and data logs can be time-consumingCollections of comments, incidents, and artifacts are made Ethnography Co-operation of people being observed is requiredInformants are usefulData analysis is continuousInterpretivist techniqueQuestions get refined as understanding growsReports usually contain examples

Direct observation in a controlled settingThink-aloud technique

Indirect observationDiariesInteraction logsTangible objects

Choosing and combining techniquesDepends onThe focus of the studyThe participants involvedThe nature of the techniqueThe resources availableFor Triangulation

Choosing and combining techniquesTechniqueGood forData AdvantagesDisadvantagesInterviewsExploring issuesSome quantitative, but mostly qualitativeInterviewer can guide interviewee if necessaryEncourages contract between developers and usersTime consumingArtificial environment may intimidate intervieweeFocus groupsCollecting multiple viewpointsSome quantitative, but mostly qualitativeHighlights areas of consensus and conflictEncourages contact between developers and users- Possibility of dominant charactersChoosing and combining techniquesTechniqueGood forData AdvantagesDisadvantagesQuestionnairesAnswering specific questionsQuantitative and qualitativeCan reach many people with low resourcesThe design is crucialResponse rate may be lowResponses may not be what you wantDirect observationUnderstanding context of user activityMostly qualitativeObserving actual work gives insights what other techniques cant giveVery time-consuming.Huge amounts of dataActivity 1 Data RecordingImagine you are a consultant who is employed to help develop a new computerised garden planning tool to be used by amateur and professional garden designers. Your goal is to find out how garden designers use an early prototype as they walk around their clients gardens sketching design ideas, taking notes, and asking clients about what they like and how they and their families use the garden. What are the advantages and disadvantages of the three approaches to data recording discussed above, in this environment?Activity 2 Observation (field vs controlled) Scenario 1A usability consultant joins a group who have been given GPS-based phones to test on a visit to Stockholm. Not knowing the restaurants in the area, they use the GPS-based phone to find a list of restaurants within a five-mile radius of their hotel. Several are listed and while the group waits for a taxi, they find the telephone numbers of a couple, call them to ask about their menus, select one, make a booking, and head off to the restaurant. The usability consultant observes some problems keying instructions because the buttons seem small. She also notices that the text on the screen seems rather small, but the person using it is able to get the information needed and call the restaurant. Discussion with the group supports the evaluators impression that there are problems with the interface, but on balance the device is useful and the group is pleased to get a table at a good restaurant nearby.

Activity 2 Observation (field vs controlled) Scenario 2A usability consultant observes how participants perform a pre-planned task using the GPS-based phone in a usability laboratory. The task requires the participants to find the telephone number of a restaurant called Matisse. It takes them several minutes to do this and they appear to have problems. The video recording and interaction log suggest that the screen too small for the amount of information they need to access and this is supported by participants answers on a user satisfaction questionnaire.

Questions:In which situation does the observer take the most control?What are the advantages and disadvantages of these two types of observation?When might each type of observation be useful?

Activity 2 Observation (field vs controlled) SummaryThree main data gathering methods: interviews, questionnaires, observationFour key issues of data gathering: goals, triangulation, participant relationship, pilotInterviews may be structured, semi-structured or unstructuredQuestionnaires may be on paper, online or telephoneObservation may be direct or indirect, in the field or in controlled settingTechniques can be combined depending on study focus, participants, nature of technique and available resourcesUser StudyWhy Study Users?Users decide whether to use a product, not designers or supervisorsEven if dictated by the supervisors, how the product is used is self-determined.This is affected by :Likes and dislikesHabits and skillsEducation and training The more we know about users, the better we can design for them

Understanding UsersWe need to discover the answers for the following questions:What are the individual characteristics that may affect their behaviour with the software of information we design? preference / problemsWhat values to they bring to the job? Are they enthusiastic learners? Do they hope that their interaction with the interface will be fun, not boring? Are they interested in saving money, saving time, becoming expert, having an easy job to do? attitude, motivation

Understanding Users(Continued):What do they know about the subject matter and the tools they use today, or the ones we might present in the new interface? knowledge, expectationsWhat is their prior experience using similar tools and interfaces?What are their actual jobs and tasks? What reasons do they have for using the product? roles, responsibilities

User ProfileUsers have characteristics that are relevant to UI design user profileUser profile includes:AgeGenderCulturePhysical abilities and disabilitiesEducational backgroundComputer/IT experienceMotivationAttitudeUser ProfileExample of user profile of ATM customersAgeWill range in age from about 12 to 80+. Will be of varying heightsGenderBoth male and femalePhysical limitationsMay be fully able-bodied or may have some physical limitations in relation to hearing, sight, mobility, use of hands, or wheelchair use. Educational backgroundMay have only minimal education qualifications and possess limited literacy and numeracy skillsComputer/IT skillsMay have little or no prior experience of computer or IT useMotivation May be very motivated to use the ATM, particularly if they can do their banking quickly and avoid waiting in long lines at the bankAttitude Attitudes to use may vary, depending on the services the ATM offers, the reliability of the technology itself, and the attitude of users toward computersUser ProfileThe user profile is translated into UI Requirements, eg.:Age range from 12 to 80+ATM screen height needs to accommodate users of varying height May be fully able-bodied or may have some physical limitationsATM screen height needs to accommodate able-bodied users as well as users with walking sticks or wheelchairs.May have some physical limitations in relation to hearingAll user inputs should have both visual and auditory feedbackMay have some physical limitations in relation to sightScreen text should be of a reasonably large font, in order to be read by both the visually impaired and unimpairedMay have some physical limitations in relation to use of handsTouchscreens, if used, should have target area large enough to locateTouchscreens, if used, should be sensitive enough to respond to users with decreased strength in fingers Little or no experience of computer/IT useThe application should be easy to learn and use.Smaller user groups are easier to design forDifferent user group use a system differentlyThe user profile for ATM customers can be broken into 3 user groups:Teens / young adultsYoung adults to middle ageMiddle age to senior citizenUser ProfileUser ProfileThe user characteristics for teens/young adultsAge12 to 25Gender Both male and femalePhysical limitationsMay be fully able-bodied or may have some physical limitations in relation to, e.g. hearing or sight. Height varies.Educational backgroundMay have minimal or no educational qualificationsComputer/IT useProbably have some prior experience of computer or IT useMotivation Probably very motivated to use the ATM, especially in relation to their banking habitsAttitude Attitudes to use may vary, depending on the services the ATM offers and the reliability of the technology itselfUser ProfileThe user characteristics for young adults to middle ageAge25 to 50Gender Both male and femalePhysical limitationsMay be fully able-bodied or may have some physical limitations in relation to, e.g. hearing or sight. Height varies.Educational backgroundMay have only minimal educational qualificationsComputer/IT useMay have little or no prior experience of computer/IT useMotivation Could be very motivated to use the ATM, especially if they can do their banking quickly and avoid standing in line at the bankAttitude Attitudes to use may vary, depending on the services the ATM offers and the reliability of the technology itselfUser ProfileThe user characteristics for middle age to senior citizensAge50 to 80+Gender Both male and femalePhysical limitationsMay be fully able-bodied or may have some physical limitations in relation to, e.g. hearing or sight, mobility, or use of hands. Height varies.Educational backgroundMay have only minimal educational qualificationsComputer/IT useMay have little or no prior experience of computer/IT useMotivation Could be very motivated to use the ATM, but would probably prefer to stand in a line in the bankAttitude Attitudes to use may vary, depending on the services the ATM offers and the reliability of the technology itselfPersonaDerived from patterns observed during interviews with and observations of users and potential users (sometimes customers) of a productA precise description of a user and what he or she wishes to do when using a systemCould also be an imaginary example of the real usersGive as specific as possible about the made-up detailsServe as a concrete person in the designers mindExample of persona for the ATM users: the user group teens/young adults

Felix is 13 years old. He gets an allowance every week, but spends it while out with his friends, and there usually is not anything left over to bank. He often gets money from his grandparents and uncles for his birthday and at Christmas, and this money is always deposited into his bank account. He saves this for more expensive or extravagant purchases; for example, he has a game console and likes to have the newest games. Plus he likes to be trendy and have the newest jeans and trainers. Felixs account allows him to withdraw small amounts of money from ATMs.PersonaExample of persona for the ATM users: the user group young adults to middle age

Sandra is 30 years old. She is married to Jason, and they have two children: Todd, age 6, and Carly, age 18 months. When Carly was born the family moved into one of the newly built housing areas in the town; local amenities such as shops, bars, or a bank have yet to be built. This means that any shopping or banking must be done in the town center, which is six-mile round-trip from the family home. Jason uses the car for work, and he works long hours he is often gone from 6:45 am to 8 pm.PersonaSandra is partially sighted, so she does not drive and depends on public transportation to get anywhere. She tries to do any errands, like shopping and banking, during Todds school hours, as handling one child by public transportation can be difficult (especially with a stroller), but it is far easier than trying to cope with two. Sandra likes the ATM for depositing and withdrawing money and for checking her balance because she can see the screen if she gets near enough to it, and she has learned the menu sequence. The ATM is in the front wall of the bank, and there is no canopy to protect customers from poor weather conditions.PersonaExample of persona for the ATM users: the user group middle age to senior citizen

Grandpa Maurice is 68 years old. His pension is automatically credited to his bank account once a month. Every week he goes into the bank to withdraw enough cash for the week as he prefers to pay for his groceries and other day-to-day expenses with cash. While standing in line is a bit difficult (Grandpa Maurice has arthritis in his hip), he does it because he prefers to get his money from a person. Also, he is not very comfortable with technology, he does not have an ATM card.PersonaTask AnalysisWhy Analyse Tasks?Each task performed by users aims to accomplish a certain goalGoals determine the success of users jobsTo ensure a job is successful, the design should support users to accomplish all the goals of all the tasks required

The more we know about the tasks, the better we can design for them

Task analysis the activity system designers use to gain an understanding of what a computer must do and the functionality that the system must provide if it is to support users in their goals and tasks.Goal an end result to be achievedTask a structured set of related activities that are undertaken in some sequenceAction an individual operation or step that needs to be undertaken as part of the taskTask AnalysisLike users, tasks have characteristics that affect UI design :The extent to which tasks vary from one occasion to another similarity and differencesWhether tasks will be carried out regularly, infrequently, or only once frequencyThe knowledge and kinds of skill required to perform tasks How much of the work is affected by changes in the environmentWhether time is critical for workWhether there are safety hazardsWhether the user will do the work alone or with others collaborationWhether the user will normally be switching between several tasks interruption, sequence

Task AnalysisTo understand the users work, need to look at several levels of detail:Work-flow analysis how workers communicate and how they coordinate their work to get the job doneJob analysis look at responsibilities of individual workers and examine what they do in their jobsTask list and task inventory what the users have to be able to accomplishProcess analysis and task sequence How individual users do a process / taskTask Hierarchy levels of tasks and their compositionsTasks AnalysisModels describing steps required to complete a taskScenariosUse casesHierarchical Task Analysis (HTA)Models of Tasks AnalysisScenariosTask scenario a narrative description of a taskPersonalised, and describe a specific instance and situation of use :Step-by-step procedures to complete a taskFeatures and behaviour of the systemProblems and difficulties that users may have had with the current systemScenarios : ExampleEmily Adams has just arrived at Kuala Lumpur airport en route to a large conference. Looking around for a bank in order to get some local currency, she sees a foreign currency exchange ATM that seems similar to the one she uses at home.She parks her suitcase, takes out a credit card, and inserts it into the slot. A message is displayed on the screen:Enter your PIN.Emily thinks for a few moments and then types a four-digit number on the numerical pad, listening to the reassuring beep that follows each key press. The machine pauses for a few seconds and then displays:Select currency required.Scenarios : ExampleEmily pauses again. What is the currency in Malaysia? Fortunately the machine offers a default of Ringgit, so she guesses that must be the local currency and presses the key. The machine displays the message:Exchange rate is 3.75 Ringgit to one dollar US.Enter amount required in Ringgit in units of 10.Press (Proceed).Emily enters 380 and presses . There is a whirring noise and a few other indeterminate clunks and clicks. Her credit card is returned from the card entry slot and the money is deposited in the delivery slot, along with a print-out of the transaction.Exercise 1Based on your own mobile phone, write a scenario for storing a contact number of a person you just called you.Task Analysis : Use CasesUse cases can be used As part of requirements gatheringin the design phaseConcrete use case similar to task scenario, a detailed description of a task, but not personalisedEssential use case describes a task at a high level of abstraction contains no assumptions about the UI or technology used

Concrete Use Case : ExampleUser ActionSystem ResponseUser inserts credit card into the slot.System requests PIN.User types in 4-digit PIN number using the keypad.System verifies users identity.System requests foreign currency required, to be selected using menu keys.User presses the key corresponding to the required currency.System displays the exchange rate.System requests the user to enter the amount of foreign currency required using the keypad.The unit of currency is also displayed, as the system only deals with banknotes.User enters amount required using the keypad.System returns the credit card via the slot.System dispenses the currency via the currency delivery slot.System delivers a printout of the transaction via the receipt slot.Essential Use Case : ExampleUser s PurposeSystem ResponsibilityIdentify self.Validate users identity.Display currencies available.Select currency required.Display exchange rate.Enter amount of foreign currency required.Calculate amount multiplied by exchange rate.Confirm amount.Request initiation of payment.Obtain authorization for amount.Give moneyTake money and go.Exercise 2Based on your own mobile phone, write a concrete use case for calling a person using the number stored in your contacts list.

Task Analysis :Hierarchical Task Analysis (HTA)Breaks a task down into subtasks and then into sub-subtasks and so on.These sub-subtasks are then grouped together as plans that specify how tasks might be performed in an actual situationFocuses on the physical and observable actions that are performed, and includes looking at actions that are not related to software or an interaction device at allHTA : ExampleAn HTA for borrowing a book from the library:

0. In order to borrow a book from the library1. go to the library2. find the required book2.1. access library catalog2.2. access the search system2.3. enter search criteria2.4. identify required book 2.5. note location3. go to correct shelf and retrieve book4. take book to checkout counterPlan 0: do 1-3-4. If book isnt on the shelf expected, do 2-3-4Plan 2: do 2.1-2.4-2.5. If book not identified do 2.2-2.3-2.4-2.5.Exercise 4Write a Hierarchical Task Analysis (HTA) for registering HCI course at the beginning of semester using SMP