1. Virtual University Human-Computer Interaction
Lecture 3 Introduction to Human-Computer Interaction - Part III
Imran Hussain
Assistant Professor
University of Management and Technology (UMT)

2. Murder - Murder
1981
System Installation Manager receives a call from Sheriff dept.
“Your terminal is dead. Come and get it”
Caller insisted that he should come in person to collect the “Dead Body”
Cause of death Two bullets fired from close proximity.

3. In the Last Lecture … Understand significance of HCI
Reasons for negative effects
Plane Crash Reasons
Fundamental Truths about Computers
Feature Shock

4. In the Last Lecture … Understand the nature of humans and computers
Software Apartheid

5. What is the Relationship between Software Engineers and Apartheid?
Racial segregation; specifically : a policy of segregation and political and economic discrimination against non-European groups in the Republic of South Africa
Software Apartheid
Institutionalizing obnoxious behavior and obscure interaction of software-based products
Comparison of Social Activist and Software Engineers
Institutionalizing apartheid

6. Last Lecture - Revelations
“Acceptable levels of quality for software engineers are far lower than are those for traditional engineering disciplines”
“Software-based products not INHERENTLY hard to use
Wrong process is used to develop them”

7. In Today’s Lecture …
Effect of computer systems on human productivity, employee loyalty, revenue, and customer loyalty
Computers + Information

8. Effect of Bad Tools On People
Have you ever used a hammer whose head is not properly fitted into the arm?
Or a Screw whose head breaks / goes flat when you try to open it ?
Lets look at an example from the Airline Industry … IFE
Computers now rule passenger cabin in addition to cockpit
Prized employees
Spend most time with customers

9. In-Flight Entertainment System (IFE)
Interior of Plane
IFE

10. IFE Senior Staff was declining more desirable Long routes
Past- Manual Cash Collection
In Flight Entertainment with strict Cash Collection System.

11. Result Loss of Customer Loyalty Loss of Employee Loyalty
Loss of Revenue

12. What should be done
Purposefully design humane and forgiving software, that is
Inclusive
Forgiving
Profession-blind
Class-blind
Software-based products affect us all, sometimes fatally
Software-based products not INHERENTLY hard to use
Wrong process is used to develop them

13. Industry in Denial
People who rush to believe in the benefits of the computer – In their rush have abdicated their responsibility to make these products easy to use.

14. Industry in Denial Computerized Devises are Everywhere BUT
Highly sophisticated
Powerful
BUT
Dauntingly Difficult to use
Confusing to Use

15. Industry in Denial – Contrasting Views
Techies
Satisfied
Belief in Technology
Power of Products
People
Difficult to use
Diminishes and Degrades people who must use it as in IFE case

16. Reality
Our lives are becoming more and more dependent on the whims, fancies, disasters and decisions of hi-tech industry

17. Video Clip

18. Road Rage Trolley Rage Air Rage Work Rage PC Rage
Rage! Rage! Rage!
Road Rage Trolley Rage Air Rage Work Rage PC Rage

19. Techno Rage – The New Rage in Town
Looks like this guy was suffering from “Computer’s Tourette”
In Tourette’s Syndrome people uncontrollably swear and get into rage
Was this clip real?
Advertising campaign for surveillance computers from Loronix Information Systems in Colorado originally launched back in 1995

20. Life Imitates Art
1 in every 4 computers has been physically attacked by its owner - Novatech (British PC Manufacturer)
Almost ⅓ of people have physically attacked a computer – National Opinion Poll/Symantec
67% experienced frustration, exasperation and anger – National Opinion Poll/Symantec
70% swore at their machines – National Opinion Poll/Symantec

21. PC Rage
Over half of all working days lost to sickness in the UK are related to workplace stress - Priory Healthcare

22. “Hopefully as technology improves and computers become ever more user-friendly, these attacks will become less frequent”

23. Engineers Belief
Engineers believe that since they made it, can use it, everyone can use it
“If WE can use it, YOU can use it. If you can’t, YOU must be STUPID”
“Users are stupid” – anonymous
“Users are dummies” – anonymous

24. But wait, computers weren’t made FOR engineers
I though it was made for normal human beings?!??!!

25. Success Criteria in the New Economy
Business success is all about managing relationships
Companies doing business on the Web are focusing on how to retain and extend relationships with customers

26. Success Criteria in the New Economy
Success depends upon the ability of a business to effectively and efficiently meet customer needs and goals
Business Success
User Experience 
The success of a business is directly proportional to the user (customer) experience

27. Success Criteria in the New Economy
Factors providing competitive advantage
high
low
User Experience
Technology
Business Strategy
manifestation of business strategy
enabling factor for user experience & business strategy
Putting everything in perspective, we can see how the user experience fits into the overall scheme of things.
Talk about business processes.

28. Common Problems in the New Economy
Scenario: A web site that is
Aesthetically beautiful
Technically perfect
Wonderful content
But users can’t find information!

29. Findability Users can only find information 42% of the time
– Jared Spool

30. Findability
62% of web shoppers give up looking for the item they want to buy online
– Zona Research

31. Findability
50% of the potential sales from a site are lost because people cannot find the item they are looking for
– Forrester Research

32. The Result
40% of the users who do not return to a site do so because their first visit resulted in a negative experience
– Forrester Research

33. Software Maintenance Costs
80% of software lifecycle costs occur after the product is released, in the maintenance phase - of that work, 80 % is due to unmet or unforeseen user requirements; only 20 % is due to bugs or reliability problems.
- IEEE Software
Usability has a very major impact on business.

34. Project Cost Estimation
Around 63% of software projects exceed their cost estimates. The top four reasons for this are:
Frequent requests for changes from users
Overlooked tasks
Users' lack of understanding of their own requirements
Insufficient user-analyst communication and understanding
- Communications of the ACM

35. Return on Investment (ROI)
Scenario A
Scenario B
Revenue Potential
$100m
User Experience
Good
Bad
Sales Lost 0%
50%
Revenue Lost
$0m
$50m
Actual Revenue
Translating these statistics into hard numbers drives home the significance of the user experience.
Consider the following scenarios for a particular company: observe the table
m - millions

36. The End of Business As Usual
Business success is directly related to the customer experience
BOO.com, a $204m startup fails
– BBC News
Poor commercial web sites will kill 80% of Fortune 500 companies within a decade
- Jakob Nielsen

37. Products with a bad user experience deserve to
The Death Knell
Products with a bad user experience deserve to
DIE !
Picture the grim reaper.

38. Computer + Information

39. Sydney Olympics
Bruce Lindsay Maguire vs Sydney Organising Committee for the Olympics Games (SOCOG)
Allegation: SOCOG in breach the Disability Discrimination Act 1992 by failing to make accessible to him key parts of its web site
vast majority of organisations with a web site must ensure that their web site is (within certain limits) accessible by disabled persons

40. Computers are Everywhere
Computer invasion has started
Traditional notion of computers
Computers are everywhere
Computers will annoy, infuriate, and even kill

41. Riddles for the Information Age
Computer + Alarm Clock
Computer + Camera
Computer + Car
Computer + Warship
Computer + Airplane

42. Summary of Introduction – Part II
Understand significance of HCI
Reasons for negative effects
Plane Crash Reasons
Fundamental Truths about Computers
Feature Shock

43. Summary of Introduction – Part II
Reality Check
Understand the nature of humans and computers
Software Apartheid

44. Summary of Introduction – Part II
“Acceptable levels of quality for software engineers are far lower than are those for traditional engineering disciplines”
“Software-based products not INHERENTLY hard to use
Wrong process is used to develop them”

45. What We Learnt Today …
Effect of computer systems on human productivity, employee loyalty, customer loyalty and revenue
Hopefully this has opened your eyes, mind, changed the way you think

46. Human-Computer Interaction

47. HCI – A Formal Definition
“Human-Computer Interaction is a discipline concerned with the design, evaluation and implementation of interactive computing systems for human use and with the study of major phenomena surrounding them”
-ACM/IEEE

48. Next Lecture
Basic concepts and terms in HCI
Some introduced today