1. CISB213 Human Computer Interaction Understanding Users in Interface Design 1

2. Learning Outcomes At the end of this lecture, you should be able to: Explain reasons for doing User Profiling Describe the steps in performing User Profiling Describe the various data gathering techniques Identify problems with data gathering Perform user profiling activity 2

3. Golden Rule of Design understand your materials understand computers –limitations, capacities, tools, platforms understand people –psychological, social aspects –human error and their interaction …

4. The process of design what is wanted analysis design implement and deploy prototype interviews ethnography what is there vs. what is wanted guidelines principles dialogue notations precise specification architectures documentation help evaluation heuristics scenarios task analysis

5. Usability Engineering Lifecycle 5

6. User “One most unfortunate product is the type of engineer who does not realize that in order to apply the fruits of science for the benefit of mankind, he must not only grasp the principles of science, but must also know the needs and aspirations, the possibilities and the frailties, of those whom he would serve.” - Vannevar Bush 1890-1974, well known American Electrical engineer Directed programs like the first development of atomic bombs, mass production of penicillin

7. What is User Profiling? The process of establishing knowledge about the users –Find out Who the users are what is the goal in using the product what are the tasks involved? (observe existing work practices) Children, Elderly, Professional, Scientist, Male, Female, Tech Savvy, IT Illiterate Withdraw cash, pay bills, find out movie time, online chat, gaming, research, cook, wash, treatment E.g. To apply for leave: check schedule, get leave application form from admin, fill in the form, get supervisor to approve, get manager to approve, inform scheduler, inform colleagues, go on leave.

8. Why do User Profiling? System will fail if it - –does not do what the user needs –is inappropriate to the user “the system must match the users’ tasks and must meet the requirements”

9. Why do User Profiling? Why do user profiling, why not define “good” interfaces and just based your design on them? –infinite variety of tasks and users –guidelines can be too vague to be generative e.g., “give adequate feedback”, or “make the system enjoyable” – how do you define and relate to users?”

10. Data Gathering What: How do we go about determining requirements and concluding the results An important part of the requirement activity and also evaluation activity Why: Purpose is to collect sufficient, relevant and appropriate data to produce a set of reliable requirements/conclusions.

11. User Requirement Captures the characteristics of the intended user group Novice & Casual (clear step by step intro) Expert & Frequent (flexible interactions, wide range of power/control, short cut keys) Know your users – always!

12. Data Gathering Techniques 1.Questionnaires A series of questions designed to elicit specific information Can give quantitative and qualitative data Administered at distance, no one to explain & help in answering Advantages, disadvantages?

13. Data Gathering Techniques 2. Interviews Involves asking someone a set of questions (often f2f) Good for exploring issues, encourage people to respond Advantages, disadvantages?

14. Data Gathering Techniques 3. Workshops or focus groups Group interviews rather than one on one Gain a consensus view and/or highlighting areas of conflicts Facilitator is required to keep conversation on track Has to be carefully structured, participants have to be carefully chosen Advantages, disadvantages?

15. Data Gathering Techniques 4.Naturalistic observation Spend time with stakeholders in their day to day tasks, observing work as it happens Good for understanding the nature and context of the tasks Take notes, ask question (not too many) Variation of this - ‘Ethnography’ Observing from the ‘inside’ as a participant, full involvement Advantages, disadvantages

16. Data Gathering Techniques 5.Studying documentation Good for getting background information on procedures and rules (manuals, job logs) Advantages, disadvantages?

17. Problems with Data Gathering 1.Identifying and involving stakeholders 2.Availability of key people 3.Communication between parties Within development team (more technical) With customer/user (less technical) Between users (different parts of an organisation use different terminology) 4.Dominance of certain stakeholders 5.Balancing functional and usability demands

18. Questionnaire Design Keep questions short Only ask a question if it contributes to design Use closed questions for ease of analysis Interviews can explore responses to questions or critical incidents Always pilot questionnaires/interview

19. Data Gathering Activity Consider what kind(s) of data gathering would be appropriate for the following, explain and justify the reasons for your choice(s): 1. You are developing a leave application system for an educational institution. Currently there is no automated system for this process. 2. You are developing a Malaysia tourism website 3. The assignment project you are currently working on 4. You are developing an information kiosk for a shopping mall

20. What do we want to know -Who are the Users? Identify attributes of users –Physical characteristics height; physical abilities or disabilities –Background education; social; religious –Skills task experience –Preferences efficiency

21. What do we want to know - How are Tasks Learnt? What does the user need to know? To perform the task, do they need training/prior knowledge? –academic –general knowledge / skills –special instruction / training

22. What do we want to know - Where is the Task Performed? Office, laboratory, POS? (while standing, while sitting, in a crowded place, effects of environment) Are users under stress? (in an operation theatre) Is confidentiality required? (information displayed) Do Users have wet hands? (at the butcher) What kind of lighting do they work under? Surrounding noise

23. What do we want to know - How Often are Tasks Performed? Frequent users remember more details Infrequent users may need more help even for simple operations Which function is performed –most frequently? –by which users? optimize system for these tasks will improve perception of good performance

24. What do we want to know - What are the Time Constraints? What functions will users be in a hurry for? Positioning of functions Which can wait? Is there a timing relationship between tasks? Time out

25. Persona description of an ‘example’ user –not necessarily a real person use as surrogate user –what would Betty think details matter –makes her ‘real’

26. example persona Betty is 37 years old, She has been Warehouse Manager for five years and worked for Simpkins Brothers Engineering for twelve years. She didn’t go to university, but has studied in her evenings for a business diploma. She has two children aged 15 and 7 and does not like to work late. She did part of an introductory in-house computer course some years ago, but it was interrupted when she was promoted and could no longer afford to take the time. Her vision is perfect, but her right-hand movement is slightly restricted following an industrial accident 3 years ago. She is enthusiastic about her work and is happy to delegate responsibility and take suggestions from her staff. However, she does feel threatened by the introduction of yet another new computer system (the third in her time at SBE).

27. Activity Choose a product you wish to design Prepare a questionnaire for the user profiling purpose Identify the justification as to why each question is asked Once completed get your colleague to answer the questions

28. Critical Evaluation Many types of user profiling techniques available. Justification for the chosen techniques Justification for the questions The process : Difficulties encountered, lessons learnt Outcome of the result and its impact on the design. 28

29. Q & A 29