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Lecture 1
Introduction to User Experience Research
UX Theory / IIT 2014 Spring Class hours : Monday 4 pm – 7 pm 3rd March
HELLO & WELCOME Beginning of the Semester
Lecture #1 IIT_UX Theory 2
Goals & Overview
• UX theories, and methodologies.
– User experience in practice needs a wide range of knowledge from computer
science, design, and psychology. It requires technological understandings,
process refinements, and humanity insights.
– The course will discuss each perspective of the theoretical fields that
complete the full picture of HCI/UX. User experience is the area of managing
the user experience cycles and issues in the help of sophisticated analytical
skills.
– For the introductory overview, the course will track the basic steps of analysis,
design, implementation and evaluation in a brief and essential way.
Lecture #1 IIT_UX Theory 3
Class Operations
• Lectures
– This is a lecture focused course that will cover introductory literatures of HCI and User
Experience, which will give an overview of the subject area leading to in-depth self-
motivated studies later.
• Class discussions
– The class participation, and active discussion will be highly recommended and the
activities will be reflected in grades.
• Homework
– Weekly homework will guide the successful midterm and final achievements so that
students should be attentive to each week class activities and assignments following to
them.
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Evaluation
• Homework 30 %
• Midterm 30%
• Final 30%
• Attendance 10%
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Textbooks
– Hartson, R., & Pyla, P. (2012) The UX Book : Process and Guidelines for
Ensuring a Quality User Experience, Morgan Kaufmann.
– Alber, W., & Tullis, T., (2013) Measuring the User Experience: Collecting,
Analyzing, and Presenting Usability Metrics, Morgan Kaufmann.
– Buxton, B. (2007) Sketching User Experiences: Getting the Design Right and
the Right Design, Morgan Kaufmann.
– Carroll, J. (Ed.) (2003) HCI Models, Theories, and Frameworks: Toward a
multidisciplinary Science, Morgan Kaufmann.
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INTRODUCTION Lecture
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The components of UX
• User Experience
– User experience is the totality of the effect or effects felt by a user as a
result of interaction with, and the usage context of, a system, device, or
product, including the influence of usability, usefulness, and emotional
impact during interaction, and savoring the memory after interaction.
– “Interaction with” is broad and embraces seeing, touching, and thinking
about the system or product, including admiring it and its presentation
before any physical interaction.
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The components of UX
• Usability
– Usability is the pragmatic component of user experience, including effectiveness,
efficiency, productivity, ease-of-use, learnability, retainability, and the pragmatic aspects
of user satisfaction.
• Usefulness
– Usefulness is the component of user experience to which system functionality gives the
ability to use the system or product to accomplish the goals of work(or play).
• Functionality
– Functionality is power to do work(or play) seated in the non-user-interface
computational features and capabilities.
Lecture #1 IIT_UX Theory 9
The components of UX
• Emotional Impact
– Emotional impact is the affective component of user experience that
influences user feelings. Emotional impact includes such effects as
pleasure, fun, joy of use, aesthetics, desirability, pleasure, novelty,
originality, sensations, coolness, engagement, appeal and can involve
deeper emotional factors such self-identity, a feeling of contribution to the
world and pride of ownership.
Lecture #1 IIT_UX Theory 10
Ubiquitous Interaction
• Desktop, Graphical User Interfaces, and the Web Are Still Here and
Growing
– The “old-fashioned” desktop, laptop, and network-based computing
systems are alive and well and seem to be everywhere, an expanding
presence in our lives.
– Word processing, database management, storing and retrieving
information, spreadsheet management.
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Ubiquitous Interaction
• The Changing Concept of Computing
– Computer systems are being worn by people and embedded within
appliances, homes, offices, stereos and entertainment systems, vehicles,
and roads.
– Computation and interaction are also finding their way into walls, furniture,
and objects we carry (briefcases, purses, wallets, wrist, watches, PDAs,
cellphones)
– Most of the user-computer interaction attendant to this ubiquitous
computing in everyday contexts I staking place without keyboards, mice,
or monitors.
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Ubiquitous Interaction
• The Changing Concept of Interaction
– With an obviously enormous market potential, mobile communications are perhaps the fastest
growing area of ubiquitous computing with personal devices and also represent one of the
most intense areas of designing for a quality user experience.
– Interaction, however, is doing more than just reappearing in different devices such as we see
in Web access via mobile phone. Weiser (1991) said “. . . the most profound technologies are
those that disappear.”
– Russell, Streitz, and Winograd (2005) also talk about the disappearing computer—not
computers that are departing or ceasing to exist, but disappearing in the sense of becoming
unobtrusive and unremarkable. They use the example of electric motors, which are part of
many machines we use daily, yet we almost never think about electric motors per se. They talk
about “making computers disappear into the walls and interstices of our living and working
spaces.”
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Ubiquitous Interaction
• The Changing Concept of Interaction
– When this happens, it is sometimes called “ambient intelligence,” the goal of
considerable research and development aimed at the home living environment. In the
HomeLab of Philips Research in the Netherlands (Markopoulos et al., 2005), researchers
believe “that ambient intelligence technology will mediate, permeate, and become an
inseparable common of our everyday social interactions at work or at leisure.”
– In these embedded systems, of course, the computer only seems to disappear. The
computer is still there somewhere and in some form, and the challenge is to design the
interaction so that the computer remains invisible or unobtrusive and interaction appears
to be with the artifacts, such as the walls, directly. So, with embedded computing,
certainly the need for a quality user experience does not disappear. Imagine embedded
computing with a design that leads to poor usability; users will be clueless and will not
have even the familiar menus and icons to find their way!
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From Usability to User Experience
• The Traditional Concept of Usability
– Usability is that aspect of HCI devoted to ensuring that human–computer
interaction is, among other things, effective, efficient, and satisfying for
the user. So usability1 includes characteristics such as ease of use,
productivity, efficiency, effectiveness, learnability, retainability, and user
satisfaction (ISO 9241-11, 1997).
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From Usability to User Experience
• Misconceptions about Usability
– First, usability is not what some people used to call “dummy proofing.”
– Usability is not equivalent to being “user-friendly.”
– To many not familiar with the field, “doing usability” is sometimes thought
of as equivalent to usability testing.
– Finally, another popular misconception about usability has to do with
visual appeal.
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From Usability to User Experience
• The Expanding Concept of Quality in Our Designs
– The field of interaction design has grown slowly, and our concept of what constitutes
quality in our designs has expanded from an engineering focus on user performance
under the aegis of usability into what is now widely known as user experience.
– Thomas and McCredie (2002) call for “new usability” to account for “new design
requirements such as ambience or attention.”
– At a CHI 2007 Special Interest Group (SIG) meeting (Huh et al., 2007), the discussion
focused on “investigating a variety of approaches (beyond usability) such as user
experience, aesthetic interaction, ambiguity, slow technology,2 and various ways to
understand the social, cultural, and other contextual aspects of our world.”
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From Usability to User Experience
• Is Not Emotional Impact What We Have Been Calling User Satisfaction?
– Some say the emphasis on these emotional factors is nothing new—after
all, user satisfaction, a traditional subjective measure of usability, has
always been a part of the concept of traditional usability shared by most
people, including the ISO 9241-11 standard definition.
– Technology and design have evolved from being just productivity-
enhancing tools to more personal, social, and intimate facets of our lives.
Accordingly, we need a much broader definition of what constitutes
quality in our designs and quality in the user experience those designs
beget.
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From Usability to User Experience
• Functionality Is Important, but a Quality User Experience Can Be Even
More So
– The iPod, iPhone, and iPad are products that represent cool high
technology with excellent functionality but are also examples that show
the market is now not just about the features—it is about careful design
for a quality user experience as a gateway to that functionality.
– To users, the interaction experience is the system.
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From Usability to User Experience
• Functionality Is Important, but a Quality User Experience Can Be Even More So
– Hassenzahl and Roto (2007) state the case for the difference between the functional view
of usability and the phenomenological view of emotional impact. People have and use
technical products because “they have things to do”; they need to make phone calls,
write documents, shop on-line, or search for information.
– Hazzenzahl and Roto call these “do goals,” appropriately evaluated by the usability and
usefulness measures of their “pragmatic quality.” Human users also have emotional and
psychological needs, including needs involving self-identity, relatedness to others, and
being satisfied with life.
– These are “be goals,” appropriately evaluated by the emotional impact and
phenomenological measures of their “hedonic quality.”
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From Usability to User Experience
• A Good User Experience Does Not
Necessarily Mean High-Tech or “Cool”
– The best user experience requires a
balance of functionality, usability, aesthetics,
branding, identity, and so on. (eg. Microsoft
Vista Package)
– In addition to user experience not just being
cool, it also is not just about technology for
technology’s sake. (eg. University
Conference Call system)
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Figure 1-1 A new Microsoft software packaging design
From Usability to User Experience
• Design beyond Just Technology
– Design is about creating artifacts to satisfy a usage need in a language
that can facilitate a dialog between the creator of the artifact and the user.
That artifact can be anything from a computer system to an everyday
object such as a door knob.
Lecture #1 IIT_UX Theory 22
From Usability to User Experience
• Components of a User Experience
– The newer concept of user experience still embodies all these implications of usability.
How much joy of use would one get from a cool and neat-looking iPad design that was
very clumsy and awkward to use? Clearly there is an intertwining in that some of the joy
of use can come from extremely good ease of use.
– The most basic reason for considering joy of use is the humanistic view that enjoyment is
fundamental to life. (Hassenzahl, M., Beu, A., & Burmester, M. (2001). Engineering joy.
IEEE Software, 18(1), pp. 70–76.)
– As a result, we have expanded the scope of user experience to include:
• effects experienced due to usability factors
• effects experienced due to usefulness factors
• effects experienced due to emotional impact factors
Lecture #1 IIT_UX Theory 23
From Usability to User Experience
• User Experience Is (Mostly) Felt Internally by the User
– User experience, as the words imply, is the totality of the effect or effects
felt (experienced) internally by a user as a result of interaction with, and
the usage context of, a system, device, or product.
– Here, we give the terms “interaction” and “usage” very broad
interpretations, as we will explain, including seeing, touching, and
thinking about the system or product, including admiring it and its
presentation before any physical interaction, the influence of usability,
usefulness, and emotional impact during physical interaction, and
savoring the memory after interaction.
Lecture #1 IIT_UX Theory 24
From Usability to User Experience
• User Experience Cannot Be Designed
– A user experience cannot be designed, only experienced. You are not
designing or engineering or developing good usability or designing or
engineering or developing a good user experience.
– There is no usability or user experience inside the design; they are
relative to the user. Usability occurs within, or is revealed within, the
context of a particular usage by a particular user. The same design but
used in a different context—different usage and/or a different user—
could lead to a different user experience, including a different level of, or
kind of, usability.
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From Usability to User Experience
• User Experience Cannot Be Designed
– We illustrate this concept with a non-computer example, the experience of
enjoying Belgian chocolates. Because the “designer” and producer of the
chocolates may have put the finest ingredients and best traditional processes
into the making of this product, it is not surprising that they claim in their
advertising a fine chocolate experience built into their confections. However,
by the reasoning in the previous paragraph, the user experience resides within
the consumer, not in the chocolates. That chocolate experience includes
anticipating the pleasure, beholding the dark beauty, smelling the wonderful
aromas, the deliberate and sensual consumption (the most important part), the
lingering bouquet and after-taste, and, finally, pleasurable memories.
Lecture #1 IIT_UX Theory 26
From Usability to User Experience
• User Experience Cannot Be Designed
– When this semantic detail is not observed and the chocolate is marketed
with claims such as “We have created your heavenly chocolate
experience,” everyone still understands. Similarly, no one but the most
ardent stickler protests whenBMWclaims “BMWhas designed and built
your joy!” In this book, however, we wish to be technically correct and
consistent so we would have them say, “We have created sweet treats to
ensure your heavenly chocolate experience” or “BMW has built an
automobile designed to produce your ultimate driving experience.”
Lecture #1 IIT_UX Theory 27
From Usability to User Experience
Lecture #1 IIT_UX Theory 28
Figure 1-2 User experience occurs within interaction and usage context
From Usability to User Experience
• Role of Branding, Marketing, and Corporate Culture
– For example, consider the case of Apple. The culture of designing for user
experience is so deeply engrained in their corporate culture that
everything they produce has a stamp of tasteful elegance and
spectacular design. This kind of fanatic emphasis on quality user
experience at Apple extends beyond just the products they produce and
even seeps into other areas of their company. When they make an
employment offer to a new employee, for example, the package comes in
a meticulously designed envelope that sets the stage for what the
company stands for (Slivka, 2009b).
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From Usability to User Experience
• Role of Branding, Marketing, and Corporate Culture
– Similarly, when Apple sent call center technical support employees a T-
shirt as a gift, it arrived in a carefully designed box with the T-shirt folded
in a way that inspires a sense of design emphasis (Slivka, 2009a). From the
time one walks into an Apple store to the sleek industrial design of the
device, everything comes together in one harmonious whole to ensure
that users love the device. (NB: We are agnostic in the PC vs. Mac
religious wars, so please consider this objectively.)
Lecture #1 IIT_UX Theory 30
From Usability to User Experience
• Role of Branding, Marketing, and Corporate Culture
– And, again, it is all about design for the user experience. A New York
Times article (Hafner, 2007) extols the enchanting aura of Apple stores,
“Not only has the company made many of its stores feel like gathering
places, but the bright lights and equally bright acoustics create a buzz
that makes customers feel more like they are at an event than a retail
store.” The goal of one new store in Manhattan was to make it “the most
personal store ever created.” This carefully designed user experience
has been very successful in generating sales, return visits, and even
tourist pilgrimages.
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From Usability to User Experience
• Why Have Such a Broad Definition?
– We believe that the user experience can begin well before actual usage.
It can start as early as when the user beholds a system or product and its
packaging or presentation. It does not necessarily end with actual usage.
After usage, the pleasure, or displeasure, can persist in the user’s mind.
This perspective of what the user experiences about the product includes
initial awareness of the product, to seeing its advertising, to visiting the
store, to viewing it and buying it, to taking it out of the box, to using it, to
talking with others who have used it—in other words, it is about a broad
cultural and personal experience.
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From Usability to User Experience
• Why Have Such a Broad Definition?
– It needs to implicitly recognize the need for multiple roles to work together,
to collaborate and communicate, and to work synergistically to ensure a
quality user experience. It frames the efforts toward designing for a user
experience in an interdisciplinary context, where everyone from
hardware engineers, to visual designers, to branding experts, to
interaction designers need to collaborate and coordinate their efforts to
define and execute a shared design vision.
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Homework
• Personal Statement
– Length : 1,000 words or less
– Who I am, and What I have been through
– Things that I like
– What I like to study/research
• In general
• Relating to HCI/UX
– My dreams
• Upload on one of below
– Blogger
– Wordpress
– Tumblr
• Due
– 11: 59 pm Sun. 9th March
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Contacts
– digital.sd.lab@gmail.com
– https://www.facebook.com/UX.theory
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