1. User-Centered Design and Development Instructor: Franz J. Kurfess Computer Science Dept. Cal Poly San Luis Obispo FJK 2005

2. Copyright Notice These slides are a revised version of the originals provided with the book “Interaction Design” by Jennifer Preece, Yvonne Rogers, and Helen Sharp, Wiley, 2002. I added some material, made some minor modifications, and created a custom show to select a subset. –Slides added or modified by me are marked with my initials (FJK), unless I forgot it … FJK 2005

3. 484-W09 Quarter The slides I use in class are in the Custom Show “484- W09”. It is a subset of the whole collection in this file. Week 5 contains slides from Chapters 8 and 9 of the textbook. The original slides are a bit of a mess, and I cleaned up various issues –outline view didn’t show body text –quite a bit of “manual” formatting (bulleted/numbered lists) FJK 2005

4. 4 484-W10 Quarter The set of slides I use in class is close to the one in the PowerPoint Custom Show “484-W09”. Since I’m using mostly Keynote now, I use the “Skip” feature to achieve a similar result. 4

5. Chapter 9 User-Centered Approaches FJK 2005

6. Motivation understanding the users can be enhanced by design methods that explicitly involve users task and context analysis can provide objective information about needs and requirements participatory design method can elicit unbiased user input collaboration between users and designers can increase motivation

7. FJK 2005 Objectives identify the potential benefits of user involvement be familiar with the main principles of user- centered approaches to interaction design be aware of the benefits and difficulties of ethnographic approaches integrate participatory design methods when appropriate

8. User-centered approaches to interaction design

9. Overview Why involve users at all? What is a user-centered approach? Understanding users’ work –Coherence –Contextual Design Involving users in design –PICTIVE –CARD

10. Why involve users at all? Expectation management –Realistic expectations –No surprises, no disappointments –Timely training –Communication, but no hype Ownership –Make the users active stakeholders –More likely to forgive or accept problems –Can make a big difference to acceptance and success of product

11. Degrees of user involvement Member of the design team –Full time: constant input, but lose touch with users –Part time: patchy input, can be stressful –Short term: inconsistent across project life –Long term: consistent, but lose touch with users Newsletters, other dissemination devices –Reach wider selection of users –Need communication both ways Combination of these approaches

12. How Microsoft involves users Users are involved throughout development –‘activity-based planning’: studying what users do to achieve a certain activity (task) –usability tests Office 4.0 had over 8000 hours of usability testing –internal use of products by Microsoft staff –customer support lines

13. Activity: User Involvement in Open Source How does user involvement for open source products differ from commercial products?

14. User-centered Approach early focus on users and tasks –directly studying cognitive, behavioral, anthropomorphic & attitudinal characteristics empirical measurement –users’ reactions and performance to scenarios, manuals, simulations & prototypes are observed, recorded and analysed iterative design –when problems are found in user testing, fix them and carry out more tests

15. Early focus on users and tasks users’ tasks and goals –driving force behind the development users’ behavior and context of use –product is designed to support them users’ characteristics –captured & designed for users are consulted throughout development, –from earliest phases to the latest –their input is seriously taken into account design decisions –taken within the context of the user, their work and their environment

16. Understanding users’ work important for design, interaction ethnography –study and description of different cultures from anthropology: ‘writing the culture’ –participant observation –the outcome of ethnographic studies is difficult to use in design

17. Framework for using ethnography in design distributed co-ordination –distributed nature of the tasks & activities, and the means and mechanisms by which they are co- ordinated plans and procedures –organisational support for the work, such as workflow models and organisational charts, and how these are used to support the work awareness of work –how people keep themselves aware of others’ work

18. Coherence a method that offers appropriate questions to help address these key dimensions example: –Distributed Coordination: How is the division of labor manifested through the work of individuals and its co-ordination with others? –Plans and procedures How do plans and procedures function in the workplace?

19. Contextual Design developed to handle data collection and analysis from fieldwork for developing a software-based product used quite widely commercially Contextual Design has seven parts: –Contextual inquiry, –Work modelling, –Consolidation, –Work redesign, –User environment design, –Mock-up and test with customers, –Putting it into practice

20. Contextual Inquiry an approach to ethnographic study –user is expert, designer is apprentice a form of interview, but –at users’ workplace (workstation) –2 to 3 hours long

21. Main Principles Contextual Inquiry Context –see workplace & what happens Partnership –user and developer collaborate Interpretation –observations interpreted by user and developer together Focus –project focus to help understand what to look for

22. Work Modeling In the interpretation session, models are drawn from the observations: –Work flow model the people, communication and co-ordination –Sequence model detailed work steps to achieve a goal –Artifact model the physical ‘things’ created to do the work –Cultural model constraints on the system from organizational culture –Physical model physical structure of the work, e.g. office layout

23. Consolidation a contextual inquiry yields a set of models –one for each user/developer pair –need to be consolidated into one view of ‘the work’ affinity diagram –organizes interpretation session notes into common structures and themes –categories arise from the data –diagram is built through induction work models consolidated into one of each type

24. Mock-up and Testing construction of a prototype that can be used for important activities users perform the activities –measurements of performance –feedback from users –observation of users FJK 2006

25. Putting it into Practice development of the final product deployment additional evaluation and testing refinements to the product FJK 2006

26. Participatory Design Scandinavian history Emphasizes social and organisational aspects Based on study, model-building and analysis of new and potential future systems

27. User Involvement in Participatory Design who will represent the user community? –possibly assisted by a facilitator shared representations co-design using simple tools –e.g. paper, video scenarios proposed designs –designers and users communicate about them cooperative evaluation –e.g. assessment of prototypes

28. Benefits of Participatory Design “Computer-based systems that are poorly suited to how people actually work impose cost not only on the organisation in terms of low productivity but also on the people who work with them. Studies of work in computer-intensive workplaces have pointed to a host of serious problems that can be caused by job design that is insensitive to the nature of the work being performed, or to the needs of human beings in an automated workplace.” [Kuhn, S. in Bringing Design to Software, 1996]

29. PICTIVE Plastic Interface for Collaborative Technology Initiatives through Video Exploration Intended to empower users to act a full participants in design

30. PICTIVE Resources materials –low-fidelity office items such as pens, paper, sticky notes –collection of (plastic) design objects for screen and window layouts equipment –shared design surface, e.g. table –video recording equipment

31. PICTIVE Session before a PICTIVE session –users generate scenarios of use –developers produce design elements for the design session parts of a PICTIVE session –introduction Stakeholders all introduce themselves –tutorials about areas represented in the session (optional) –Brainstorming ideas for the design –Walkthrough of the design summary of decisions made

32. Activity: PICTIVE run a PICTIVE session for your storyboard idea split your team into developers and users, or recruit other potential users emphasis: –users generate scenarios, ideally not influenced by the developers –developers produce design elements (templates) –users and developers collaborate to generate design alternatives

33. CARD Collaborative Analysis of Requirements & Design similar to PICTIVE –higher level of abstraction –explores work flow, not detailed screen design uses playing cards –pictures of computers and screen dumps similar session structure as for PICTIVE gives complementary views of a design –PICTIVE and CARD can be used together

34. Activity: CARD run a CARD session for your storyboard idea –consider recruiting different potential users –otherwise similar to PICTIVE emphasis: –higher level of abstraction –work flow, not screen design

35. Activity: User Involvement at Cal Poly During your time at Cal Poly, have you been involved in any user studies for computer-based systems? –e.g. Polycomm, CMS, Blackboard If so, do you feel that your input and feedback was considered?

36. Activity: User Involvement Experiences Are you involved as a user in the design and development of a computer-based system? –e.g. open source, friends, student club

37. Summary User involvement helps manage users’ expectations & feelings of ownership A user-centered approach has three main elements: early focus on users, empirical measurement and iterative design Ethnography is useful for understanding work, but can be difficult to use in design Coherence and Contextual Design support the use of ethnographic data in design Participative design involves users taking an active part in design decisions CARD and PICTIVE are example techniques

38. Exercise This exercise is to be done in pairs. website application for booking theatre or cinema tickets online –Think about how you would design such a site, and sketch out some ideas –Run a CARD session with a colleague acting as a ‘user’ to map out the functional flow of the website –Ask your colleague to produce some scenarios of how the system may be used. Meanwhile, prepare some ‘empty’ templates for a PICTIVE session for this system, using paper, sticky notes and pens –Run a PICTIVE session to develop the online booking system collaboratively, using PICTIVE.