User and Task Analysis © Ed Green Penn State University Penn State University All Rights Reserved All Rights Reserved 12/5/2015User and Task Analysis 1

What is “User Analysis”? User Analysis – evaluation and assessment of the user community User needs Requirements to do a job or complete a task Social and technical User interactions Explanation of how users relate to each other Individual to individual Individual to the group Explanation of how users relate to other work groups User processes Explanation of the steps taken to complete a task Work done Effort expended 12/5/2015User and Task Analysis 2

What is “Task Analysis”? Task Analysis – evaluation and assessment of work Objects Inputs required Outputs produced Process Set of steps executed to turn inputs into outputs Sequence is important Decision points and alternative are key 12/5/2015User and Task Analysis 3

Why User and Task Analysis is an Important Consideration Task Analysis described as an “IPO” Input Process Output Users must interact with HCI HCI will frame input collection from users HCI will produce outputs users must use Process will perform repetitive and redundant sub- tasks Responsibilities must be known and understood 12/5/2015User and Task Analysis 4

User and Task Analysis A Study in Relationships Release Project Start User Analysis Task Analysis Task Model Usability testing User’s conceptual model Implementation of design Paper prototype Use model Prototype with dataflow and interface Usability testing Users User goals/tasks User environments User profiles Task Analyses Environment profiles Source: Hackos & Redish, User and Task Analysis 12/5/2015User and Task Analysis 5

User and Task Analysis is Related to Interface and System Development Project Start System Analysis Dataflow Objects Data Model User & Task Analysis Users User goals & tasks User environments Corporate Objective Long-range goals Decisions on markets Feasibility/cost decisions Task Model User profiles Task analyses Environment profiles Technology decisions Platforms supported Architecture User’s conceptual model Paper Prototype Use Model Usability Testing Prototype with dataflow and interface Usability Testing Implementation of Design Function Testing Usability Testing Release 12/5/2015User and Task Analysis 6

Who are Users? Individuals who buy software and use it without assistance or interaction Individuals who use the interface and (resulting) information as part of the work they do Groups of people who use software and information as part of a larger business process People who administer/manage the software so that others may use it successfully Users of the administrative interface Individuals who repair products that are broken or trouble shoot systems or processes that fail People who install products for themselves and others Users of installation software and information Customers of users and others affected by users working with the interface and information 12/5/2015User and Task Analysis 7

Classification of Users Primary Users Those individuals who themselves use the interface and information to perform tasks Secondary Users Those individuals who are impacted or affected by the actions, services, or products generated or produced by primary users User Communities The set of people who Directly use the interface and information to perform tasks Are indirectly impacted by the results or output of performed tasks Surrogate Users Individuals who speak on behalf of a user community For example, managers and supervisors 12/5/2015User and Task Analysis 8

What About Users Users are work focused Task-centric Know their jobs Understand their domain Have their own vocabulary Technology neutral Computer literacy  the ability to turn the computer on, log in, and initiate the desired application Users are individuals Individuality comes through even in a work group Physical and cultural differences Motivational differences Users bond into “informal organizations” 12/5/2015User and Task Analysis 9

What About Tasks? Tasks represent work to be performed by a user community Tasks existed long before computers Goal-oriented Described Workflow analysis Job analysis Task lists and task inventories Process analysis and task sequencing Task hierarchies Procedural analysis 12/5/2015User and Task Analysis 10

Remembering Goals User goals Management goals Technical goals 12/5/2015User and Task Analysis 11

Achieving Goals; Performing Tasks (per Norman) 1. Forming the goal 2. Forming the intention 3. Specifying an action 4. Executing the action 5. Perceiving the state (of the world) 6. Interpreting the state (of the world) 7. Evaluating the outcome 12/5/2015User and Task Analysis 12

Considerations in Task Analysis Seeing how users choose tasks to meet goals How do users select from among options? Seeing what happens when users have problems How do users react when things go wrong? User decision making Keeping goals as part of decision making Device dependency Task analysis must be done within a context Identifying different types and levels of task analysis Performing workflow analysis Performing job analysis Task list; task inventory Process analysis/task sequencing Task hierarchies Procedural analysis 12/5/2015User and Task Analysis 13

Identifying Different Types and Levels of Task Analysis How work gets done when several people are involved (workflow analysis) What a single individual does over some period of time (job analysis) How workflow analysis and job analysis interact What tasks are performed by all people (task list/task inventory) The order in which tasks are performed (process analysis; task sequencing) Task size and set of sub-tasks (task hierarchies) Steps taken and decisions made to accomplish a task or sub- task (procedural analysis) 12/5/2015User and Task Analysis 14

Task Analysis Diagram Process Steps Knowing when to begin Inputs Knowing when finished Outputs 12/5/2015User and Task Analysis 15

Task Action Diagram Example Scenario: Develop the task action diagram that describes the order entry activity by a waitperson at a family restaurant. 1.(Server) enters id 2.(Server) enters table information 3.(Server) enters a customer order. If last order, step 4 else step 3 4.(Server) closes entry 5.(Server) receives confirmation Order Entry Terminal Customers Menus Orders Customer Order 1 Customer Order n... TableOrderTableOrder Customers seated with menus, questions answered and orders given to server Order for the table is received in kitchen Table Number Server ID... 12/5/2015User and Task Analysis 16

Levels of Users Novices Competent Performers Infrequent Frequent Experts 12/5/2015User and Task Analysis 17

Classes of Users Primary – frequent hands-on exercisers of the interaction functionality Secondary – occasional users and/or those that use the interaction functionality via an intermediary Tertiary – those affected by the introduction of the system or those that will influence its purchase 12/5/2015User and Task Analysis 18

Stakeholders People and/or organizations that will be affected by the system Includes users...and a lot more 12/5/2015User and Task Analysis 19

Stakeholders Versus Users Users are stakeholders Stakeholders are any group or individual who has a vested interest in the success of a system 12/5/2015User and Task Analysis 20

Stages of Action Models (Norman 1988) 1. Forming the goal 2. Forming the intention 3. Specifying the action 4. Executing the action 5. Perceiving the system state 6. Interpreting the system state 7. Evaluating the outcome 12/5/2015User and Task Analysis 21

“Gulf of Execution” Mismatch between the user’s intentions and the set of allowable actions 12/5/2015User and Task Analysis 22

“Gulf of Evaluation” Mismatch between the system’s representation and the user’s expectation 12/5/2015User and Task Analysis 23

Norman’s Principles of Good Design 1. State and action alternatives should be visible 2. Good conceptual model with a consistent system image 3. Interface should include good mappings that reveal the relationships between the stages 4. User should receive continuous feedback. 12/5/2015User and Task Analysis 24

Consistency Consistency is a hallmark of effective user interfaces Characteristics of consistency: Orderly Predictable Described in a few rules Easy to learn and retain “Even if you are not totally correct, be totally consistent!” 12/5/2015User and Task Analysis 25

Consistency Examples An environment is consistent when the same term is used to identify or name an action in a given environment Same word in a character-oriented environment Same symbol in a graphical language environment Same syntax in in a character-oriented environment Same symbol placement in a graphical display environment Common responses to common stimuli 12/5/2015User and Task Analysis 26

Action Grammar The language and syntax that is pervasive across an entire environment 12/5/2015User and Task Analysis 27

Task Action Grammar The language and syntax that is specific to an individual task or set of tasks within an entire environment 12/5/2015User and Task Analysis 28

Syntax and Semantics Syntax – the structural elements of a language Semantics – the rules for using the language syntax (structural elements of the language) Grammar – consists of syntactical and semantic elements Environment specific and dependent 12/5/2015User and Task Analysis 29