1. Today Discussion Follow-Up Interview Techniques Next time Interview Techniques: Examples Work Modeling CD Ch.s 5, 6, & 7 CS 321 Human-Computer Interaction

2. Discussion Follow-up Design Terms: –Affordance: perceived properties of an artifact –Visibility: make apparent the actions the user can take (the conceptual model of the system) – Constraints: factors that encourage proper action and prevent errors –Feedback: provide information about the effects of an action –Mapping: relationship between controls and their effects on a system –Conceptual Model: model of system that allows the user to understand the system, predict the effects of actions, and interpret the results of actions.

3. Discussion Follow-up: Poor Design –Affordance –Visibility –Constraints –Feedback –Mapping –Conceptual Model

4. Discussion Follow-up: Good Design –Affordance –Visibility –Constraints –Feedback –Mapping –Conceptual Model

5. Form & Content “Content cannot be perceived without form, and the form of a message affects the content” –“Medium is the message” – Marshall McLuhan “The fulfillment of function inevitably generates, and is generated by, an aesthetic” –“The interface is the program” – Donald Norman (?) Cannot create content separate from the form : cannot create function separate from the interface.

6. 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

7. 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.

8. 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

9. 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

10. Descriptive Questions Describe a typical work day. Describe how you use this application. –Summary data, lacks details –good for an overview

11. Follow-up Questions You said that printing envelopes 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? Useful for getting at specific details

12. 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

13. Compare/contrast 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? Comparison can provide the user with a basis for description

14. 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?

15. 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 for interpretation of the data and to insure a good cross section of users. Do not collect unless it is relevant, and try to intersperse with other questions.

16. Knowledge Questions How many people use this application? What kind of training is offered on this application? Who provides the training on this application?

17. Role Playing/simulation 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. Useful for helping to fill in details of summary data, particularly if you cannot experience an activity first hand.

18. 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. Careful how you word questions: Questions should be open-ended Avoid question that suggest a “yes” or “no” answer Do not ask leading questions

19. 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?”

20. Interviewing Strategies Ask singular questions; avoid questions that ask multiple things. Avoid “geek speak”; use the interviewee’s vocabulary You can use illustrations to help clarify questions. When the topic is going to change, use a transition statement.

21. Take notes even if you are recording the interview Interviewing Strategies Keep track of answers and responses Transcribing notes is important and time consuming Try transcribing only relevant parts of the video tape

22. 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