Administrivia Final Exam Deliverable 3 Feedback on Heuristic Eval Due Date – Thursday, March 16 Q & A Deliverable 3 Feedback on Heuristic Eval

Grading Criteria Professional-level communication The document is appropriate for distribution to upper management 20% Fulfills baseline requirements Product Statement, Motivation for the Redesign, Recommended Solution, Further Work Exemplifies user-centric rationale Describe the rationale for your redesign decisions based on UCD principles and data gathered from observing actual users 40% Presents strong evidence for moving the redesign forward Demonstrates the value of the redesign and provides a clear argument for moving forward Example of framing the problem: Golf Story: golfer is threatening to win the tournament and hits a shot that lands up near the green, but a fan in the grandstands dropped their lunch bag and the ball rolled into it. The rules state that if the ball moves, it will count as a stroke. How can the golfer get the ball out of the bag without moving the ball and incurring a penalty? The answer: light the lunch bag on fire, which will burn it away. The alternate framing of the problem is: how do I get the bag out from around the ball, rather than how do I get the ball out of the bag. Jennifer’s comments: Why these tasks? Why this approach? etc.

Critical Thinking Situation: Framing the problem Why? Think critically May seem obvious May be thinking it, but not writing it Example of framing the problem: Golf Story: golfer is threatening to win the tournament and hits a shot that lands up near the green, but a fan in the grandstands dropped their lunch bag and the ball rolled into it. The rules state that if the ball moves, it will count as a stroke. How can the golfer get the ball out of the bag without moving the ball and incurring a penalty? The answer: light the lunch bag on fire, which will burn it away. The alternate framing of the problem is: how do I get the bag out from around the ball, rather than how do I get the ball out of the bag. Jennifer’s comments: Why these tasks? Why this approach? etc.

Design Activity User Information Problems with any of the different systems operating behind the scenes are perceived as problems with the primary application 25% of feedback received was not categorized by the user and another 26% was categorized as “Other Problem” Feedback does not always pertain to the page that the user is on when they click the Feedback link Some people enter sensitive information

Design Activity Requirements Keep it simple to provide feedback Provide acknowledgement and confirmation The system is working properly at the time they submit feedback A message containing the text of their feedback Preserve the ability to remain anonymous Offer a means of providing candid feedback without fear of repercussion Commitment of 2 business days for a response Urgent matters should be directed to the help desk People can change their e-mail address

Design Activity Redesign the Feedback page Document Think on your own Pair up with someone not on your team Share with the class Document Rationale to support design decisions (explicit) Trade-offs

Project Sharing Team discussions Class-level discussion Share results of heuristic evaluations Discuss your choice of methods and results Class-level discussion Volunteers to share especially challenging or surprising insights Lessons learned Paper Prototyping in the Street Note: Ken & Elisabeth circulate, distribute exercises, and answer questions

Cost-Justifying Usability Reluctance – even with low-cost methods Costs 100 times more to make a change in the next release (Nielsen) How much is lost when employees can’t use products efficiently and effectively? Search button Enter key to invoke Search Web-based tab menus Expense reporting Cost of frustration and dissatisfaction??? Search button – MVP: 80 second delay to recover * 3 times per rater list * 50% of 15,000 managers = 500 hours lost = $50,000 per year. Enter key – MVP: 3 second delay to grab mouse and click Search * 300,000 searches for raters = 250 hours lost = $25,000 per year. Tab Menus – Plumtree: “mistake” of clicking on the tab, then navigating back, 50% of users (75,000) affected 3 times per day, everyday = 125,000 hours lost = $12 million. Expense Reporting – Travel Manager: $11 million per year if each travel expense report takes twice as long.

Cost-Justifying Usability Measures Training time Task time/Workload capacity Error rate Time to recover Help desk/Tech support Helping coworkers (OJT) Revenue Projections Cost of NOT testing Benefits of testing Decisions How many test participants? Variations Remote testing Open vs. Closed tasks Complexities Keeping your mouth shut. Factors for success Observe and record REAL users Measures

Discussion of Readings Insights from supplemental readings. Facilitate class discussion of topics / ideas / themes garnered from the online discussion, related to assigned readings. Discussion Leaders 1. Jaana Linsenmayer 2. Kris Anderson 3. Carol Taylor All supplemental readings for week 9 are “revisited” from a previous week.

Discussion What challenges and complexities are associated with UCD in the “real” world? What similarities? What differences? What surprises? What implications? What makes it hard? What constitutes success of UCD? Where can you be flexible? Where do you have to stand firm? What options do you have for applying and adapting UCD methods? Note: Hackos & Redish, pp 112-114, for good examples of the benefits of site visits Success? 1. Improving the product 2. Improving the process (of development)

Project Deliverable 3 Solution Recommendation In this report, students will present their final solution along with their justification for that solution. Project deliverables are due at the beginning of class. Bring copies of the deliverable to class (one copy for the instructor) and also post it to your design portfolio. Due next Thursday

Looking back / Looking ahead Where we’ve been Topics – Readings and discussion What is UCD? Collecting and summarizing info about users, tasks and context Problem definition Design Evaluations Project Insights about users, tasks, and contextual issues Actual data from observing real users Proposal Evaluation (heuristic & usability) Where we’re going Revisiting UCD: Challenges What supports UCD? Readings: Usability vs. Testing vs. UCD UCD processes & ISO 13407 (Supp) Key principles of UCD Upcoming Work: Solution Recommendation Final Exam Issue Statement: A reminder 1. Gülay Birand 2. Thea Lehming 3. Ben Turner