1. University of Washington HCDE 518 & INDE 545 Personas HCDE 518 & INDE 545 Winter 2012 With credit to Jake Wobbrock, Dave Hendry, Andy Ko, Jennifer Turns, & Mark Zachry

2. University of Washington HCDE 518 & INDE 545 Agenda  Announcements/Questio ns  Lecture & Discussion – Contextual Inquiry  Break – 5 mins  Lecture & Discussion – Personas  Next class

3. University of Washington HCDE 518 & INDE 545 CONTEXTUAL INQUIRY (CONT.)

4. University of Washington HCDE 518 & INDE 545 Principles of Contextual Inquiry  Context  Must be done in the setting of the participant  Partnership  Master/apprentice model; investigator is humble  Interpretation  Observed facts must be regarded for their design implications. Raw facts without interpretation aren't very useful  Focus  Themes that emerge during the inquiry. You can't pay attention to all facets of someone's work at all times!

5. University of Washington HCDE 518 & INDE 545 Master/Apprentice  You are the apprentice  The informant is your master  What does this relationship imply?  Keen observation  Unafraid to ask questions  Eager to learn  Admire the master  Aspire to see the world as they do  Adopting the master/apprentice model during your CI will mean you don't have to pre-prepare a set of interview questions  Reduces pressure to “get it right.”

6. University of Washington HCDE 518 & INDE 545 Interviewing in CI  Go for concrete details obtained in-context, not abstract generalities  Don't ask participants to summarize their work  Ask them specific details about real, concrete, observable things  Have them “think aloud” as they work through their tasks  Pepper them with short, easily answerable questions  Avoid high-level philosophical questions that will just cause them to “talk” instead of “do”

7. University of Washington HCDE 518 & INDE 545 Interpretation Checking  It is good to regularly check your interpretations  “I saw you just do X. Is that because of Y?”  “I believe X. Is that correct?”  “If you had a technology that did X, would that solve the problem we just encountered?”  As long as you check your interpretations in context, participants will respond accurately  Outside of context, they may be more inclined to agree or answer in generalities rather than specifics

8. University of Washington HCDE 518 & INDE 545 Ways to Mess Up a CI  Not being inquisitive/nosy enough  If you have the impulse to ask, do it right away!  Overly disrupting the task  Questions are great, but don’t ask so many so fast that the participant stops doing their tasks.  Turning it into a regular interview  If you could have done it in a coffee shop, you didn’t do a contextual inquiry.  Failing to be discrete  Participants must feel safe, free, and anonymous.  Failing to respect your participants  Failing to observe closely and take good notes  Over-focusing on the wrong details  Slipping into abstraction  Keep it concrete, in the work, in the details.

9. University of Washington HCDE 518 & INDE 545 Siri’s Questions on CI & Ethnography  https://catalyst.uw.edu/gopost/conversation/jkientz/599293 https://catalyst.uw.edu/gopost/conversation/jkientz/599293

10. University of Washington HCDE 518 & INDE 545 PERSONAS

11. University of Washington HCDE 518 & INDE 545 Personas Scenarios & Storyboards

12. University of Washington HCDE 518 & INDE 545 What is a persona?  A persona is a archetypal character that is meant to represent a group of users in a role who share common goals, attitudes and behaviors when interacting with a particular product or service

13. University of Washington HCDE 518 & INDE 545 User Goals  Personas should each have three to four goals  (1) Life goals, which are personal aspirations  e.g., wanting to retire before the age of 50  (2) Experience goals describe how the user wants to feel while interacting with a product; they are personal and universal  e.g., wanting to be competent while using the product  (3) End goals, which are tangible outcomes the user has in mind when using the product  e.g., want to be updated about finances over last month  Typically experience/end goals are more helpful to designers

14. University of Washington HCDE 518 & INDE 545 Purpose  Empathy  We are engaged by fictional characters all the time in movies and books.  Focus  Constraints on the user population so that a design team can focus on a specific subset of users in specific situations while interacting with the to-be-designed product  Emancipates designers from problems that might arise when considering a full spectrum of users  Concentrate on the highest priority set of user goals and needs.  Communication  Conduits for conveying a broad range of quantitative and qualitative data  Assumptions about users made explicit

15. University of Washington HCDE 518 & INDE 545 Avoiding Stereotypes  In the void of user research, designers have only their assumptions and intuitions guide their work  “the whole point in creating personas is to get past our personal opinions and presuppositions.” Goodwin, 2002  Thus, make sure your personas to do not fall into your stereotypes of people in your target user groups!

16. University of Washington HCDE 518 & INDE 545 Personas vs. Roles  Personas do not necessarily equal roles  e.g., parent, doctor, programmer, actor, etc.  People within the same roles can have very different needs and goals  e.g., new programmer vs. experience programmer  e.g., parent of 1 vs. parent of 8  e.g., oncologist vs. podiatrist

17. University of Washington HCDE 518 & INDE 545 Persona Types  Primary – Chunks greater than ~30%  Secondary – Chunks between ~5-30%  Supplemental – Chunks less than ~5%  Customer – Buying technology, but not user  e.g., parent buying toy for toddler  Served – Indirect stakeholders  e.g., patients of an electronic medical record  Negative – Who you're NOT designing for  e.g., novices, older people, kids, etc.  Make sure you specify the type on your personas!

18. University of Washington HCDE 518 & INDE 545 Three Basic Steps to Creating Personas  1) Collect data about users  2) Segment the users  3) Create personas

19. University of Washington HCDE 518 & INDE 545 Example  Designing an interactive, mobile directory for people in Kyrgyzstan. Research by Cynthia Putnam (HCDE PhD Alum)

20. University of Washington HCDE 518 & INDE 545  Personas need to be created using data from real users  Can be qualitative or quantitative, but usually both helps  Qualitative helps get rich picture of ideas and people  Quantitative from a large sample ensures that your personas are representative of target users Step 1: Collect Data

21. University of Washington HCDE 518 & INDE 545 Step 1: Collect Data – Example  Putnam used a combination of pre-existing data types for Krgyz Personas  Large scale survey  Design Ethnography  Created with a proposed product in mind  Mobile social software (MoSoSo) directory  Goal: provide accessible, reliable, and free information about phone numbers using social networks  E.g., Angie's List, Amazon buying recommendations

22. University of Washington HCDE 518 & INDE 545 Step 2: Segment the Users  Can use affinity diagramming to help sort through qualitative data  Use surveys to look for major groupings, especially based on user goals for technology or major motivations

23. University of Washington HCDE 518 & INDE 545 Step 2: Segment the Users - Example 460 respondents owned used and owned mobile phones “What was your motivation to acquire your phone?” Three logical groupings – (1) Replacement for home phone motivations (13%); – (2) Practical motivations (55%) Desire to make outgoing calls and pricing motivations – (3) Social motivations (32%) Desire to receive incoming calls and a need for a mobile phone because friends had them.

24. University of Washington HCDE 518 & INDE 545 Attitudes

25. University of Washington HCDE 518 & INDE 545 Step 3: Create the Persona  Photo  Name – first name starts with the first letter of the segmentation (e.g., Shirin Social, Rosa Replacement)  Quote that describes the user goals with the product  Goals - a priority rating and specific objectives are also suggested  Biographical profile and personal information that affects usage  Computer, internet and other technology usage are common components  Key Point: Back up persona with data whenever possible!

26. University of Washington HCDE 518 & INDE 545 Presentation Types  Paper-based or digital mediums (most common)  Single Page Information Sheets  Handouts  Posters  Other types  Beer glasses  Action figures  Key chains  Facebook profiles

27. University of Washington HCDE 518 & INDE 545 Step 3: Create the Persona  Parxat: Practical user  Shirin: Social user  Roza: Replacement user  Download Personas:  http://courses.washington.edu/hcde518/project/personas/ http://courses.washington.edu/hcde518/project/personas/

28. University of Washington HCDE 518 & INDE 545

31. P1 – Personas  You will create at least 3 personas for your potential users of your proposed system  Make sure personas are based on your user research and convey user's goals  Specify whether persona is primary, secondary, supplementary, etc.

32. University of Washington HCDE 518 & INDE 545 Persona Templates  Download pre-made templates for formatting personas:  http://zakiwarfel.com/archives/persona- templates/ http://zakiwarfel.com/archives/persona- templates/  http://graffletopia.com/stencils/460 http://graffletopia.com/stencils/460  http://courses.washington.edu/hcde518/project/ PersonaSample.docx http://courses.washington.edu/hcde518/project/ PersonaSample.docx

33. University of Washington HCDE 518 & INDE 545 Design Exercise: Persona Creation  System Goal – How can an interactive system to facilitate live musical performances?  Who might the different personas be?  Primary, Secondary, Supplemental, Customer, Served, Negative  What are the goals of each persona?

34. University of Washington HCDE 518 & INDE 545 Patrick’s Discussion Questions  What is the danger/benefit of using a stereotype vice persona to develop design ideas?  What is the difference between a ‘Provisional Persona’ and a stereotype?  How would you go about developing meaningful personas for products to be used by an entire population? (i.e. a chair)

35. University of Washington HCDE 518 & INDE 545 Patrick’s Discussion Questions  User cannot tell the designer his goals. It is the designer who must reconstruct them from detailed observation. What are the consequences of misinterpretation of perceived user’s goals?  What could happen if you only designed for Reflective processing as described in Cooper et al personas reading?

36. University of Washington HCDE 518 & INDE 545 Next Class Topics  Wednesday, February 1st  Scenarios & Storyboarding  Monday, February 6th  Ideation  Discussant - Jeena  Upcoming Work  P1, R5

37. University of Washington HCDE 518 & INDE 545 GROUP PROJECT TIME