1 Designing Better Software User Centred Design and Usability Adam Smith Director, Design and Usability Flight Level Media Ltd.

2 The problem Moving from passive, broadcast system to interactive model Software is designed by a range of specialists, with one person missing Best intentions fail without good information Most software is “good enough”

3 The problem Moving from passive, broadcast system to interactive model Software is designed by a range of specialists, with one person missing Best intentions fail without good information Most software is “good enough”

4 The problem Moving from passive, broadcast system to interactive model Software is designed by a range of specialists, with one person missing Best intentions fail without good information Most software is “good enough”

5 The problem Moving from passive, broadcast system to interactive model Software is designed by a range of specialists, with one person missing Best intentions fail without good information Most software is “good enough”

6 The problem Moving from passive, broadcast system to interactive model Software is designed by a range of specialists, with one person missing Best intentions fail without good information Most software is “good enough”

7 Overcoming the Obstacles User-Centred Design Human Factors Usability

8 Overcoming the Obstacles User-Centred Design –An approach to designing interactive systems that starts with user needs and involves real end users in the design process. Human Factors Usability

9 Overcoming the Obstacles User-Centred Design Human Factors (aka Ergonomics) –Recognising the capabilities and limitations of human beings so that systems can be adapted to them. Usability

10 Overcoming the Obstacles User-Centred Design Human Factors Usability –Methods and metrics for measuring how well a piece of software works for its intended audience.

11 User-Centred Design Start with the passenger The importance of observation Situational awareness

12 User-Centred Design Start with the passenger –Do not make assumptions about their knowledge, behaviour, or motivations.

13 User-Centred Design Start with the passenger –Do not make assumptions about their knowledge, behaviour, or motivations. –Tailor sales/marketing to be appropriate to their needs and expectations

14 User-Centred Design Start with the passenger –Do not make assumptions about their knowledge, behaviour, or motivations. –Tailor sales/marketing to be appropriate to their needs and expectations –Not all people are the same. Be thoughtful and selective.

15 User-Centred Design The importance of observation –People don’t self-report very well.

16 User-Centred Design The importance of observation –People don’t self-report very well. –The best information is obtained by talking, listening, and watching.

17 User-Centred Design The importance of observation –People don’t self-report very well. –The best information is obtained by talking, listening, and watching. –We have access to many thousands of passengers every day.

18 User-Centred Design Situational Awareness –We have many restraints to work around, but we also have some unique opportunities.

19 User-Centred Design Situational Awareness –We have many restraints to work around, but we also have some unique opportunities. –Where know where the user is, where they’re going, what kind of environment they are in.

20 User-Centred Design Situational Awareness –We have many restraints to work around, but we also have some unique opportunities. –We know where the user is, where they’re going, what kind of environment they are in. –Where can we go with IFE beyond the classic applications?

21 Usability The verification side of user interface design A set of tools and metrics - the classic is the “usability test”

22 Usability The verification side of design –Usability is the flip side of user interface and software design.

23 Usability The verification side of design –Usability is the flip side of user interface and software design. –Goal is to identify what works and what doesn’t, and provide a benchmark for measuring improvement.

24 Usability The verification side of design –Usability is the flip side of user interface and software design. –Goal is to identify what works and what doesn’t, and provide a benchmark for measuring improvement. –There are no simple, universal rules - it all depends.

25 Usability A set of tools and metrics –Heuristic analysis, elements of human factors and user research

26 Usability A set of tools and metrics –Heuristic analysis, elements of human factors and user research –Usability testing

27 Human Factors Basic awareness of the physical realities of the passenger and their environment Remember the social and cultural aspects of the environment Draw on existing research to better take into account that environment

28 Human Factors Basic awareness of the physical realities of the passenger and their environment –Examples Touch screen button sizes Cognitive load Colour and contrast in displays Physical environment (shaking, lighting, distance from screen) Noise

29 Human Factors Remember the social and cultural aspects of the environment –Lack of privacy –Heightened levels of anxiety –Restricted movement and visual field –Close proximity to strangers

30 Human Factors Draw on existing research to better take into account that environment –Physical human factors –Cognitive psychology –Cultural anthropology

31 Human Factors This information and research is out there, but it’s off the radar for most software development teams.

32 Where to start Two basic, simple tools to adopt: –Personas –Usability Testing

33 Personas Archetypal users based on research of your real users who can be used to help direct design and provide a common understanding of who you are designing for throughout the team.

34 Personas Research (observation, interviews)

35 Personas Research (observation, interviews) Establish realistic, honest archetypes around groupings of behaviours

36 Personas Research (observation, interviews) Establish realistic, honest archetypes around groupings of behaviours Develop personas - detailed descriptions of the person, their background, approach, needs, expectations, etc.

37 Personas Research (observation, interviews) Establish realistic, honest archetypes around groupings of behaviours Develop personas - detailed descriptions of the person, their background, approach, needs, expectations, etc. Use those models to inform and shape the design

38 Usability Testing Real end users performing typical tasks and observing their actions to reveal where the design is strong and where it can be improved.

39 Usability Testing Can be done inexpensively and quickly.

40 Usability Testing Can be done inexpensively and quickly. Best done early and often - paper prototypes are an excellent place to start.

41 Usability Testing Can be done inexpensively and quickly. Best done early and often - paper prototypes are an excellent place to start. When done properly it avoids biases and provides honest answers.

42 Usability Testing Can be done inexpensively and quickly. Best done early and often - paper prototypes are an excellent place to start. When done properly it avoids biases and provides honest answers. Unmatched in its ability to uncover problems before deployment.

43 Who to involve Airlines Information gathering Setting priorities and merging branding into design Developers Informed developers produce better software Everyone Have a user advocate position on the team Can be involved in personas and user testing

44 A few myths to watch out for “Good design just requires common sense.” “Intuitive user interface design.” “We’re passengers too.” “We don’t need to talk to anyone else because we’ve got focus group data.” “Our customers have told us what they want.”

45 What is to be gained An IFE system is like a customer service rep in the next seat - it needs to behave appropriately. Being “good enough” isn’t good enough - don’t die the death of a thousand pin pricks. Brand experience comes from the overall experience, not the colours and pictures.

46 What is to be gained IFE software is an expensive and complex undertaking. It is worth doing it right.

47 Closing comments DO sweat the details The best passenger/brand experience is one where the passenger is comfortable and feel that they have some control. A lot of foundation work exists in application, new media, and Web design. Let’s learn from that, avoid their mistakes, and improve upon their successes.

48 For More Info Detailed notes, including a list of resources to accompany this presentation are available at: