2. ©2001 Southern Illinois University, Edwardsville All rights reserved. Today Interview Techniques (Hand-in partner preferences) Thursday In-class Interviewing Exercise CS 321 Human-Computer Interaction

3. ©2001 Southern Illinois University, Edwardsville All rights reserved. Discussion Follow-up How are metaphors used to help create good interfaces? www.marion.ohio-state.edu/fac/christie/Memory/img014.gif

4. ©2001 Southern Illinois University, Edwardsville All rights reserved. Preparation for Thursday’s In-class Exercise On a piece of paper write down: Name Occupation (if you do not have a job list a hobby or a sport that you do) Typical tasks you do while working Example: Name: Lori Weinberg Occupation: Dog Trainer Typical Tasks:  Write-out lesson plans for private sessions  Create class plans  Register owners/dogs for classes  Make notes about “problem dogs”  Mail announcements about new classes

5. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interviewing & Observation: Why is data collection Important? GIGO Principle Garbage in, Garbage out The quality of the fit of the application to the users needs and understanding depends on the quality of the data collected

6. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interviews The purpose of interviewing is to discover what is in someone’s mind. NOT to put ideas in their mind. Interviewing is a skill that needs to be practiced. The quality of the information gained is based on the interviewer’s skills. Video: Interview Example

7. ©2001 Southern Illinois University, Edwardsville All rights reserved. Types of Interviews Informal conversational interview No structure Difficult to compare across interviews General interview guide Outline structure Some comparison is possible (same question worded differently could have different interpretations) Standardized open-ended interview Specific set of questions in a specific order Follow-up questions allowed for elaboration Comparisons can be direct Closed, fixed response interview Specific set of questions in a specific order No follow-up Comparison can be direct and quantitative Focus group interview Specific questions to a group of users Discussion between the users is part of the data collected

8. ©2001 Southern Illinois University, Edwardsville All rights reserved. Types of Questions Ask about the same concepts in different ways to get different views and to validate the information (cross- check) Different types of questions solicit different kinds of knowledge/information

9. ©2001 Southern Illinois University, Edwardsville All rights reserved. Descriptive Questions Describe a typical work day. Describe how you use this application. Summary data, lacks details, good for an overview

10. ©2001 Southern Illinois University, Edwardsville All rights reserved. Example of Descriptive Questions Video: Describe a day Video: Describe a Day

11. ©2001 Southern Illinois University, Edwardsville All rights reserved. Follow-up Questions Useful for getting at specific details You said that printing envelops was particularly frustrating for you. Can you tell me what makes it frustrating? You said that you found communication among members of your team strained. What do you think is the cause of this difficulty?

12. ©2001 Southern Illinois University, Edwardsville All rights reserved. Example of Follow-Up Questions Video: Thinkie Video: You Mention

13. ©2001 Southern Illinois University, Edwardsville All rights reserved. Experience/example Tell me about your experience using this application? Describe an example of a feature that you think is particularly attractive in this application. Summary data, good for overview or directing the focus of the interview

14. ©2001 Southern Illinois University, Edwardsville All rights reserved. Example of Experience/Example Questions Video: What TaskVideo: When Do Video: How To

15. ©2001 Southern Illinois University, Edwardsville All rights reserved. Compare/contrast Comparison can provide the user with a basis for description You said that there was a big difference in the way you enter data in the current application and the way you entered it in the previous application. What are some of these differences?

16. ©2001 Southern Illinois University, Edwardsville All rights reserved. Opinion Questions What would you like to see happen when you click this button? What changes do you think should be made in this application?

17. ©2001 Southern Illinois University, Edwardsville All rights reserved. Example of Opinion Questions Video: Like Use

18. ©2001 Southern Illinois University, Edwardsville All rights reserved. Background/demographics How old are you? How long have you worked for this company? How long have you been using this application? Should be used to insure a good cross section of users. Do not collect unless it is relevant, and try to intersperse with other questions.

19. ©2001 Southern Illinois University, Edwardsville All rights reserved. Knowledge Questions How many people use this application? What kind of training is offered on this application? Who provides the training on this application?

20. ©2001 Southern Illinois University, Edwardsville All rights reserved. Role Playing/simulation Useful for helping to fill in details of summary data, particularly if you cannot experience an activity first hand. Suppose I am a new employee assigned to your unit and I ask you how to use this application. What would you tell me? Say that it is your first day in class and you just received a syllabus, show me how you would go about recording due dates on your calendar.

21. ©2001 Southern Illinois University, Edwardsville All rights reserved. Example of Role Playing/Simulation Video: Now Suppose

22. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interviewing Strategies Explain the purpose of the interview; set the user at ease. Maintain control of the interview; keep it on focus; but don’t be rude. Video: I Am

23. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interviewing Strategies Careful how you word questions: Avoid question that suggest a “yes” or “no” answer Questions should be open-ended Do not ask leading questions

24. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interviewing Strategies Avoid filling gaps by asking more detailed questions The interviewee should be doing more talking than the interviewer. Assume the interviewee has something to say: “Have you learned anything in this course?” “What have you learned in this course?”

25. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interviewing Strategies Ask singular questions; avoid questions that ask multiple things. Video: What Kind Task 2

26. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interviewing Strategies You can use illustrations to help clarify questions. When the topic is going to change, use a transition statement. Avoid “geek speak”; use the interviewee’s vocabulary Video: Browser Type

27. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interviewing Strategies Keep track of questions and responses Transcribing notes is important and time consuming Try transcribing only relevant parts of the video tape Take notes even if you are recording the interview Video: You WantVideo: What Features

28. ©2001 Southern Illinois University, Edwardsville All rights reserved. Interview Preparation Remember to consider The Relationship Model Master / Apprentice The Interview Technique Informal-Conversational General Guide Standardized, Open-Ended Closed, Fixed Response The appropriate types of questions Descriptive Experience/Example Demographic/Background Role Playing Opinion Follow-up Knowledge