Mid-Term EvaluationMid-Term Evaluation Course and Instructor evaluationCourse and Instructor evaluation Jennie DormanJennie Dorman

““It was years after we had taken It was years after we had taken usability to guide us that it was said usability to guide us that it was said by some other companies that they by some other companies that they could not afford to employ a usability could not afford to employ a usability specialist. Had they known the truth specialist. Had they known the truth then, they would have known that then, they would have known that they could not afford to be without they could not afford to be without one.”one.”- Who said this?- Who said this?

““It was years after we had taken It was years after we had taken chemistry to guide us that it was said chemistry to guide us that it was said by the proprietors of some other by the proprietors of some other furnaces that they could not afford to furnaces that they could not afford to employ a chemist. Had they known employ a chemist. Had they known the truth then, they would have the truth then, they would have known that they could not afford to known that they could not afford to be without one.”be without one.”- Andrew Carnegie, 1920- Andrew Carnegie, 1920 “ “Robber Baron” of steel millsRobber Baron” of steel mills

Project SharingProject Sharing Team discussions Team discussions

– Share results of synthesis Share results of synthesis – Discuss your choice of methods and resultsDiscuss your choice of methods and results

Class-level discussionClass-level discussion– Each spokesperson share Each spokesperson share

One challengeOne challenge One surpriseOne surprise One lesson learnedOne lesson learned

AdministriviaAdministrivia Example of the impact of Context Example of the impact of Context EPost participation impacts your gradeEPost participation impacts your grade Exercises complete before classExercises complete before class Refrain from working on exercises and Refrain from working on exercises and

e-mail during classe-mail during class Insights from exercisesInsights from exercises

InsightInsight … … explore the differences between tasks explore the differences between tasks

we assumed users would be able to we assumed users would be able to perform and what they actually perform and what they actually performed. Participants struggled valiantly performed. Participants struggled valiantly to perform what should have been easy to perform what should have been easy tasks, if the interface had been designed tasks, if the interface had been designed with them in mind. As it was, yes, they with them in mind. As it was, yes, they performed some tasks, but at what cost in performed some tasks, but at what cost in frustration and enmity for the company frustration and enmity for the company that designed such junk! A very real that designed such junk! A very real insight into a common problem. insight into a common problem.

--Mark Hoffman--Mark Hoffman

Discussion of ReadingsDiscussion of Readings Insights from supplemental readings. Insights from supplemental readings.

Facilitate class discussion of topics / Facilitate class discussion of topics / ideas / themes garnered from the ideas / themes garnered from the online discussion, related to assigned online discussion, related to assigned readings.readings.– Discussion LeadersDiscussion Leaders

1.1. Kelly Lillis Kelly Lillis 2.2. Angie Moulden Angie Moulden 3.3. Mark Hoffman Mark Hoffman

Where are we in the UCD process?Where are we in the UCD process?

Topic E: Topic E: Moving toward problem Moving toward problem definition definition

Driving Questions:Driving Questions: How do designers use knowledge of users, tasks, How do designers use knowledge of users, tasks,

and contexts to understand observed usability and contexts to understand observed usability problems? problems?

How does one set priorities for a UCD redesign? How does one set priorities for a UCD redesign? How does one constrain redesign?How does one constrain redesign?

How do designers manage the scope of a project? How do designers manage the scope of a project? What are the challenges associated with What are the challenges associated with managing scope (e.g., scope creep)?managing scope (e.g., scope creep)?

Problem DefinitionProblem Definition BeginningBeginning the process of translating robust the process of translating robust

(user) models into design solutions(user) models into design solutions Requirements DefinitionRequirements Definition

– Based directly on research and user models Based directly on research and user models – Problem Statement (objective of the design) Problem Statement (objective of the design)

A situation that needs changing for both:A situation that needs changing for both:– Personas (users)Personas (users)– BusinessBusiness

Frame the design in terms of both user and business goalsFrame the design in terms of both user and business goals– Vision Statement (high level design mandate)Vision Statement (high level design mandate)

Start with user’s needsStart with user’s needs Tie in with how business goals are metTie in with how business goals are met

ActivityActivity: create problem & vision statements for : create problem & vision statements for the Photo Book (Cooper)the Photo Book (Cooper)

Design ActivityDesign Activity

Design ActivityDesign ActivityUsability ActivityUsability ActivityReview Phase 1 designReview Phase 1 design

– Functionality problemsFunctionality problems– Usability problems (instructions)Usability problems (instructions)

Exercise: think, pair, share Exercise: think, pair, share – How would you remedy the problems?How would you remedy the problems?

Discuss design ideasDiscuss design ideasReview Phase 2 designReview Phase 2 design

Design ActivityDesign Activity

Design ActivityDesign Activity

Design ActivityDesign ActivityUsability ActivityUsability ActivityReview Phase 1 designReview Phase 1 design

– Functionality problemsFunctionality problems– Usability problems (instructions)Usability problems (instructions)

Exercise: think, pair, shareExercise: think, pair, share– How would you remedy the problems?How would you remedy the problems?

Discuss design ideasDiscuss design ideasReview Phase 2 designReview Phase 2 design

– FunctionalityFunctionality– Usability problemsUsability problems

Exercise: think, pair, share Exercise: think, pair, share – How would you remedy the problems?How would you remedy the problems?

Review Phase 3 designReview Phase 3 design

Design ActivityDesign Activity

Persona ExpectationsPersona Expectations Mental model of the persona should match Mental model of the persona should match

the design model (how the design behaves the design model (how the design behaves and presents itself) and presents itself)

Car stereo anecdote (developing mental Car stereo anecdote (developing mental models)models)

Behaviors they expect from the Behaviors they expect from the product/systemproduct/system

InfluencesInfluences– AttitudesAttitudes– Past experiencesPast experiences– Social and environmental factorsSocial and environmental factors– Cognitive factorsCognitive factors

Context ScenarioContext Scenario Map out the big pictureMap out the big picture Help people imagine Help people imagine Focus on mental model, Focus on mental model, goalsgoals, activities, activities Only behaviors of the user and the systemOnly behaviors of the user and the system Broad context, includes environment considerationsBroad context, includes environment considerations Illuminate frequent and regular use–describing an optimal, Illuminate frequent and regular use–describing an optimal,

yet feasible experienceyet feasible experience Key aspectsKey aspects

– SettingSetting– Complexity (related to persona skill and frequency of use)Complexity (related to persona skill and frequency of use)– Primary activities (to meet goals)Primary activities (to meet goals)– End result of using the productEnd result of using the product

Tool: pretend the product has magical powers to meet user Tool: pretend the product has magical powers to meet user goals (creative, outside the box)goals (creative, outside the box)

Usability GoalsUsability GoalsMeasurableMeasurableOrganizational goalsOrganizational goalsFormatFormat

– A conditional statementA conditional statement– How manyHow many of of what type of userwhat type of user will be able to will be able to

perform perform what taskwhat task within within what measurewhat measure– Establish the context in which a goal must be met Establish the context in which a goal must be met – Conditions are generally quantitative (countable) Conditions are generally quantitative (countable)

or qualitative (subjectiveor qualitative (subjective))

Usability GoalsUsability GoalsFormatFormat

– How manyHow many of of what type of userwhat type of user will be able to perform will be able to perform what what tasktask within within what measurewhat measure

ExamplesExamples– 80% of managers are able to complete enrollment in the XYZ 80% of managers are able to complete enrollment in the XYZ

system without calling the Help Desksystem without calling the Help Desk– 90% of employees will be able to find their paycheck online within 90% of employees will be able to find their paycheck online within

30 seconds, beginning from the Home page of the intranet30 seconds, beginning from the Home page of the intranet– 80% of experienced users will rate their satisfaction with TME at 80% of experienced users will rate their satisfaction with TME at

least 5, on a scale of 1 to 7, where 1=Extremely dissatisfied, least 5, on a scale of 1 to 7, where 1=Extremely dissatisfied, 7=Extremely satisfied7=Extremely satisfied

ActivityActivity– Write a measurable usability goal for selecting ratersWrite a measurable usability goal for selecting raters

RequirementsRequirements Balancing user, business and technology requirementsBalancing user, business and technology requirements Fit criterion (success)… makes you THINKFit criterion (success)… makes you THINK

– Quantifiable & MeasurableQuantifiable & Measurable– How will you know if a solution satisfies the requirement?How will you know if a solution satisfies the requirement?– Validate (test whether, or not, it truly is a requirement)Validate (test whether, or not, it truly is a requirement)

Skill: separating the real requirements from the solution ideas.Skill: separating the real requirements from the solution ideas. Within a business teamWithin a business team

– Get the conflicts out in the open, keep them visibleGet the conflicts out in the open, keep them visible– Conflict is a respectable form of creativity, of processing ideasConflict is a respectable form of creativity, of processing ideas

Waiting room (novel idea to deal with team/politics)Waiting room (novel idea to deal with team/politics) Consider non-user goals (corporate, technical, customer), but Consider non-user goals (corporate, technical, customer), but

not at the expense of the user.not at the expense of the user. Successful products meet user goals first.Successful products meet user goals first. Good interaction design is devising interactions that achieve Good interaction design is devising interactions that achieve

the business goals without violating the goals of users.the business goals without violating the goals of users.

RationaleRationale Rationale for the problemRationale for the problem

– What evidence supports the conclusion that What evidence supports the conclusion that this is a problem to be solved by a design this is a problem to be solved by a design change?change?

Rationale for the solutionRationale for the solution– Why will this solution remedy the problem?Why will this solution remedy the problem?– What design principles or patterns does the What design principles or patterns does the

solution rely on? (rather than opinion)solution rely on? (rather than opinion)– ExplainExplain

RationaleRationale Example 1Example 1

– The middle area of the home page should be a portal to The middle area of the home page should be a portal to the different features and services available. Also, a the different features and services available. Also, a portal gives users a context should they return to the portal gives users a context should they return to the site after taking their attention away for a period of site after taking their attention away for a period of time. time.

Example 2Example 2– According to the practice of grouping related user According to the practice of grouping related user

interface elements together [3], the site needs to have a interface elements together [3], the site needs to have a layout which more closely matches the customer’s work layout which more closely matches the customer’s work flow. Items which relate to a given task must be more flow. Items which relate to a given task must be more closely situated. We will reposition components of the closely situated. We will reposition components of the payment interface so that like items are in the same payment interface so that like items are in the same space. For instance, move the X and Y components space. For instance, move the X and Y components within closer proximity of the payment area. within closer proximity of the payment area.

Business CaseBusiness Case Why should a business invest money in this Why should a business invest money in this

solution?solution? ExamplesExamples

– Version Changes: The number one most common Version Changes: The number one most common technical support inquiry is related to version changes technical support inquiry is related to version changes (upgrades and bug fixes) to the program. A web-based (upgrades and bug fixes) to the program. A web-based interface would eliminate these inquiries as upgrades interface would eliminate these inquiries as upgrades can be done centrally, behind the scenes, without can be done centrally, behind the scenes, without knowledge of the user.knowledge of the user.

– Using user-centered design methodologies, we found Using user-centered design methodologies, we found new users may not easily understand the site’s purpose, new users may not easily understand the site’s purpose, what the site can do for them, and how they would use what the site can do for them, and how they would use it. Based on FY06 business goals of lowering user it. Based on FY06 business goals of lowering user registration attrition rates and increasing net user base registration attrition rates and increasing net user base by 20%, we recommend home page and quick tour by 20%, we recommend home page and quick tour design changes to improve the user’s first experience.design changes to improve the user’s first experience.

Project ExerciseProject ExercisePreliminary Design (first of 2 weeks)Preliminary Design (first of 2 weeks)

For the first week of the two-week preliminary design effort, For the first week of the two-week preliminary design effort, prepare a draft of key components of the project proposal in prepare a draft of key components of the project proposal in which you describe your analysis of the redesign situation and which you describe your analysis of the redesign situation and the problem that you wish the redesign to address:the problem that you wish the redesign to address:– Problem StatementProblem Statement

Clearly state what you think the problem is.Clearly state what you think the problem is.– Rationale for Solution Rationale for Solution

Propose a solution that addresses the problem, justifying design Propose a solution that addresses the problem, justifying design decisions with user-centered analysis (i.e., using design principles as decisions with user-centered analysis (i.e., using design principles as well as the information you have about your users, their tasks, and the well as the information you have about your users, their tasks, and the context for their tasks.context for their tasks.

– Business CaseBusiness Case Provide justification for investing in moving the redesign forward.Provide justification for investing in moving the redesign forward.

This draft should be no more than one page in length.This draft should be no more than one page in length. Bring copies of the exercise to class (one copy for each Bring copies of the exercise to class (one copy for each

member of the team, one copy for the instructor) and also post member of the team, one copy for the instructor) and also post it to your design portfolio. it to your design portfolio.

Due next ThursdayDue next Thursday

Looking back / Looking aheadLooking back / Looking ahead

Where we’ve beenWhere we’ve been Topics – Readings and Topics – Readings and

discussiondiscussion– What is UCD? What is UCD? – What to know about users?What to know about users?– Collecting information about users…Collecting information about users…– Doing contextual inquiry…Doing contextual inquiry…

Project Project – Insights about users, tasks, and Insights about users, tasks, and

contextual issuescontextual issues– Actual data from observing real users Actual data from observing real users – Sharing among team membersSharing among team members– Resulting in… task information to Resulting in… task information to

analyze and synthesizeanalyze and synthesize

Where we’re goingWhere we’re going Project Deliverable:Project Deliverable:

– Describe the problemDescribe the problem– Propose a redesignPropose a redesign– JustificationJustification

Readings:Readings: – On design: visual, navigation; On design: visual, navigation;

heuristics, prototypingheuristics, prototyping

Upcoming Exercises:Upcoming Exercises:– DesignDesign– Heuristic EvaluationHeuristic Evaluation– Usability StudyUsability Study

Issue Statement: A reminderIssue Statement: A reminder 1.1. Steve Messerer Steve Messerer 2.2. Laurent Gherardi Laurent Gherardi 3.3. Maren Costa Maren Costa