Ben Shneiderman Director, Human-Computer Interaction Laboratory Professor, Department of Computer Science Member, Institutes for Advanced Computer Studies & Systems Research University of Maryland College Park, MD The Future of the Web: Visual, Social, Universal Ben Shneiderman Director, Human-Computer Interaction Laboratory Professor, Department of Computer Science Member, Institutes for Advanced Computer Studies & Systems Research University of Maryland College Park, MD 20742

Human-Computer Interaction Laboratory Interdisciplinary research community - Computer Science & Psychology - Information Studies & Education (

User Interface Design Goals Z Z Cognitively comprehensible: Consistent, predictable & controllable Z Z Affectively acceptable: Mastery, satisfaction & responsibility NOT: Adaptive, autonomous & anthropomorphic

User Interface Design Goals Z Z Cognitively comprehensible: Consistent, predictable & controllable Z Z Affectively acceptable: Mastery, satisfaction & responsibility NOT: Adaptive, autonomous & anthropomorphic Consistent Predictable Controllable

Design Issues Z Z Input devices & strategies ] ] Keyboards, pointing devices, voice ] ] Direct manipulation ] ] Menus, forms, commands Z Z Output devices & formats ] ] Screens, windows, color, sound ] ] Text, tables, graphics ] ] Instructions, messages, help Z Z Collaboration & communities Z Z Manuals, tutorials, training hcibib.org usableweb.com

Scientific Approach (beyond user friendly) Z Specify users and tasks Z Predict and measure ] time to learn ] speed of performance ] rate of human errors  human retention over time  Assess subjective satisfaction (Questionnaire for User Interaction Satisfaction 7.0, Z Accommodate individual differences Z Consider social, organizational & cultural context

U.S. Library of Congress Z Scholars, Journalists, Citizens Z Teachers, Students

Visible Human Explorer (NLM) Z Doctors Z Surgeons Z Researchers Z Students

NASA Environmental Data Z Scientists Z Farmers Z Land planners Z Students

U.S. Bureau of Census Z Economists, Policy makers, Journalists Z Teachers, Students

Planning the Future: Old Computing Is About What Computers Can Do, New Computing Is About What Users Can Do

Old Metrics: Computer-Centered Z Network bandwidth Z Processor speeds Z Web pages and page visits Z Server capacity & reliability Z Database sizes for images, videos, music, statistics, remote sensing Z System response times

Web Design Strategies to Empower Users: Visual, Social, Universal

New Metrics: User-centered Z 1) Visual Design ] Speed of performance on benchmark tasks ] Error rates & recovery patterns ] Retention & familiarity Z 2) Social Support ] Capacity to communicate with others ] Degree of empathy, trust, privacy & security ] Pace of cooperation & knowledge exchange Z 3) Universal Usability ] Range of technology supported ] Diversity of users accommodated ] Support for novices & experts

Application Explosions Z Z E-commerce ] ] Sales, Sales, Sales ] ] Information, customer support & service ] ] New partnerships for integrated services ] ] Business to Business (B2B) opportunities Z Z Medicine & healthcare ] ] Tele-medicine consultation & information sharing ] ] More informed and active patients ] ] New patient-doctor relationships ] ] Graphical patient histories: diagnosis, assessment, research Consistent Predictable Controllable

E-commerce Metrics Z Speed in locating known items in a catalog Z Broad/shallow designs for exploration & browsing Z Causes of abandoned shopping baskets Z Return visitors profile Z Purchases as a function of session length & path Z Impact of advertisements & publicity Z Sources of referrals & destinations on exit Z Market share & comparison with competitors Z Number of forgotten/unserved users

Application Explosions Z Z Educational technology ] ] Distance Learning & on-demand courses ] ] Just-in-time training ] ] Active learning, teamwork & project orientation ] ] Philosophy: Relate-Create-Donate Z Z Tele-democracy ] ] Government information and services ] ] Online voting, licenses, payments ] ] Participation in political processes ] ] Campaign contributions Consistent Predictable Controllable

New Challenges Z 1) Visual Design ] Advanced Graphical User Interfaces ] Information Visualization ] Dynamic queries & query previews Z 2) Social Support ] From 100-person listserv to million-person communities ] Instant messaging, team coordination, knowledge management ] Medical support groups as empathic communities Z Z 3) Universal Usability ] ] Cope with technology variety ] ] Accommodate diverse users ] ] Reduce complexity & promote evolutionary learning

1) Visual Design Z Z Visual bandwidth is enormous ] ] Human perceptual skills are remarkable X X Trend, cluster, gap, outlier... X X Color, size, shape, proximity... ] ] Human image storage is fast and vast Z Z Opportunities ] ] Spatial layouts & coordination ] ] Information visualization ] ] Scientific visualization & simulation ] ] Telepresence & augmented reality ] ] Virtual environments Consistent Predictable Controllable

Information Visualization: Definition Compact graphical presentation and user interface for manipulating large numbers of items ( ), possibly extracted from far larger datasets. Enables users to make discoveries, decisions, or explanations about patterns (trend, cluster, gap, outlier...), groups of items, or individual items.

Customer Analysis Perspective addresses: Which of my highest-spending customers are my most profitable? Which customers should I target for cross-sell/up-sell opportunities?

Temporal Info Viz - LifeLines

LifeLines

Treemap - view large trees with node values 4 Space filling 4 Space limited 4 Color coding 4 Size coding - Requires learning Shneiderman, ACM Trans. on Graphics, TreeViz (Mac, Johnson, 1992) NBA-Tree(Sun, Turo, 1993) Winsurfer (Teittinen, 1996) Diskmapper (Windows, Micrologic) Treemap97 (Windows, UMd)

Treemap - Stock market, clustered by industry

Information Visualization: Mantra Z Z Overview, zoom & filter, details-on-demand

2) Social Support: Concepts Z Z Online communities ] ] E-commerce customer service & consumer conversations ] ] Medical support groups & information exchange ] ] Educational discussions & teamwork ] ] Neighborhood forums & political organizing Z Z Technologies ] ] Synchronous text: Instant messaging, chat rooms ] ] Asynchronous text: Listservs, bulletin boards, newsgroups ] ] Audio,video, virtual realities

2) Social Support: Goals Z Z Supporting Sociability ] ] People: Target a population ] ] Purposes: Clearly state focus ] ] Policies: Make expectations explicit X X behavior, privacy, moderation, joining rules Z Z Designing Usability ] ] Users: Know the users ] ] Tasks: Understand frequencies and sequences ] ] Systems: Choose seamless combinations of tools Online Communities: Supporting Sociability, Designing Usability Jenny Preece, John Wiley & Sons, June 2000 Consistent Predictable Controllable

2) Social Support: Trust  Invite participation by ensuring trust ] ] Disclose patterns of past performance ] ] Provide references from past and current users ] ] Get certifications from third parties ] ] Make policies for privacy & security easy to find & read Z Z Accelerate action by clarifying responsibility ] ] Clarify each participant's responsibilities ] ] Provide clear guarantees with compensation   Describe dispute resolution and mediation services Communications of the ACM, Special Issue on Trust

3) Universal Usability Z Z Technology variety: Support broad range of hardware, software, and network access Z Z User diversity: Accommodate users with different skills, knowledge, age, gender, literacy, culture, income, disabilities, disabling conditions (mobility, injury, noise, light)... Z Z Gaps in user knowledge: Bridge the gap between what users know and what they need to know Communications of the ACM, May 2000 Consistent Predictable Controllable

Technology variety: Support broad range of hardware, software, and network access 1 to 100 range in processor speeds Pentium 1 to 100 range in screen sizes Palm devices Laptops Large Desktop or Wall Display 30, ,000 3,840,000 pixels Software Versions Compatibility File conversion Multiple platforms Device Independence Input: keyboard, speech,... Output: visual, auditory,... Conversion: Text-speech Speech-text,... 1 to 100 range in network bandwidth 9.6K 56K 10,000Kbps

Language & Culture Western, Eastern, developing... Personality Introvert vs extravert Thinking vs feeling Risk aversion Locus of control Planful vs playful User diversity: Accommodate different users Skills Computer newbie to hacker Knowledge Domain novice to expert Figure 4: The second challenge is to accommodate the enormous diversity of users. Age Young to old Gender Male or Female Income Impoverished to wealthy Disabilities Visual, auditory, motoric, cognitive Disabling conditions Mobility, injury, noise, sunlight

Online help Context sensitive, tables of contents, Indexes, Keyword search, FAQs, Newsgroups, Chat rooms Online communities Gaps in User Knowledge - Strategies Bridge the gap between what users know and what they need to know Design Layered Level-structured Task-oriented Training Fade-able scaffolding Training wheels Minimalist Online Learning (evolutionary, phased) Introductory tutorials Getting started manuals, Cue cards Walkthroughs/Demos Minimalist/Active Customer service Phone Help desks

Thomas Jefferson I feel... an ardent desire to see knowledge so disseminated through the mass of mankind that it may...reach even the extremes of society: beggars and kings. -- Reply to American Philosophical Society, 1808

ACM Conference on Universal Usability Washington, DC November 16-17,

Human-Computer Interaction Laboratory