Working with users, data-gathering techniques

Design Hall of Fame

Objectives for today Begin discussion on ways to gather data from users.

You’ve seen SE models. There are HCI models, too Star Lifecycle –Activities aren’t ordered –Evaluation is central Usability Engineering –Detailed description of usability tasks –Integration with traditional software development models/techniques Rapid prototyping Object-Oriented Software Engineering

But for our purposes… We don’t have to be so systematic TCUID is good enough Identify users and define tasks (Re)designEvaluate Build an interactive version Requirements Storyboards, Mockups, LoFi Prototypes Without users, With users HiFi Prototype

User-Centered Design Early and constant focus on users and their tasks –User needs, goals, and work context drive the design Empirical– learn from user comments on and performance with tasks, scenarios, mockups, prototypes, etc. Iterative design

Why involve users? Better design, of course, but also… Expectation management No surprises, no disappointments Timely training Communication, but no hype Ownership If users are actively involved, they’re more likely to forgive or accept problems Can make a big difference to acceptance and success of product

Deepening our understanding of users and their role Who are the users? Primary users – those who interact with an interface to do a task Broader definition – anyone affected by primary users’ ability to perform their tasks or who influences requirements –Managers –Product testers –Purchasing –Designers –Customer Reps –Union Reps, … “Stakeholders” Users in the broad sense =

Users vs. Stakeholders For your project, you’ll deal with primary users In the real world, you’ll work with the entire range of stakeholders But don’t let organizational politics keep you away from the primary users –Managers or marketers can’t define requirements or tasks… at least not successfully –Involve primary users in the entire process –Early input needed: usability delayed is usability denied

“Imaginary Users” - Personas Current technique –Research-driven –Narrative –Descriptions of “model” users Basis –Cluster users by relevant attributes –Identify clusters –Create “realistic” representatives –Force you to consider whether your design is appropriate

One Persona Patricia is a 31 year old accountant for a technical publisher who has used Windows for six years at the office. She is fairly competent and technical. She installs her own software; she reads PC Magazine; she has programmed some Word macros. She has a Google Fiber for her home PC. She’s never used a Macintosh. “They’re too expensive”, she’ll say, “you can get a quad core PC with 16 GB of RAM for the price of…”

Another Persona Nelson has been an English professor at Wartburg since He’s written several books of poetry and has been using computer word processors since 1982, but has only used two programs, WordPerfect and Microsoft Word. He doesn’t care how computers work; he tends to store all his documents in whatever directory they get put in.

Examples for a specific domain 28 year old single woman with no children. Works full time. Didn’t go to college. Uses the internet sparingly to family and friends. She attends movie theaters approximately 3 or 4 times a year. She rents however at least one every other week. For this user she is more concerned about getting a good value and a good quality price because money is important to her. On the other hand she wants a movie that she can relate to or enjoy. When she is looking for a movie she wants to see the ratings that critics have giving the movie, a brief description of the movie, so she can have some idea what it is about. Finally, who is in the movie because there are some actors/actresses that she finds completely repulsive.

Examples for a specific domain A 65 year old grandmother of 13. She works taking care of the house and feeding her family. She is married to a farmer and finds ways to help out in her spare time. She is also an avid church attendant who likes to be involved with her community. She finds herself using the internet to buy things online for her grandchildren. She also uses Facebook to keep in touch with her family. When it comes to movies this user and her husband would rather go to a theater. She is interested in movies with a good plot. She is open to new ideas and also like to see many different varieties of films. Content is somewhat important but she prefers not to view anything with too much violence. Cost is also important, but not the deciding factor. She would like to attend more drive in movies theatres.

Different types of users Characteristics – ability, background, attitude towards computers System use Novices First-time users Knowledgeable but infrequent Experts Job role – e.g., nurse, physician, medical-record maintainer, database administrator

Novices / First-timers Novices –Little task or interface knowledge First-time users –Knowledgeable about the task, but not the interface Goal – get the job done Design approach –Step-by-step prompting –Constrained action –Clear procedures –Error recovery –Feedback is crucial

Knowledgeable but infrequent They know the task and interface concepts in general, but may find it difficult to remember interface details Design approach –Well-designed menus –Consistency, e.g. of terminology –Recognition over recall

Experts Power users Design approach –Speed is a key – quick responses –Shortcuts –Feedback should be brief and non-distracting –Support for user-defined macros

It’s not just users that differ, it’s also their work contexts Physical: dusty? noisy? vibration? light? heat? humidity? hands free? Social: sharing of files, of displays, in paper, across great distances, work individually, privacy for clients Organizational: hierarchy, IT department’s attitude, user support, communications structure and infrastructure, availability of training

Selecting users to work with Brainstorm a preliminary list Create a user – task matrix –These tasks are your initial, high-level ideas of what users are trying to accomplish –Think of what types of users would do each task

Example User-Task Matrix Users Query by Patient Update Data Query Across Patients Add Relations Evaluate System Nurse XX Physician XX Appointmen t Personnel X Medical- record maintainer XXXX DB Programmer XXX

Narrowing the list Discuss your assumptions What do you want to know? –How users define themselves (jobs, tasks, mental models) –How they differ –How they will use the products over time

Next Steps Project –Begin to think about your user visits Reading –Read chapters 1 and 2 of TCUID