hci 445 – analysis and design for hci timekeeper.com montida apithanakoon elizabeth gruenther...
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HCI 445 – Analysis and Design for HCI
TimeKeeper.com
Montida ApithanakoonElizabeth Gruenther
Mindi LevineJim Williams
Justin Mandell
HCI 445 – Analysis and Design for HCI
The Need for TimeKeeper
• Manager pain points in current scenario:– Too much time spent
preparing/revising the weekly schedule
– Human errors in schedule preparation
– Lost or illegible schedule requests
– Schedule misunderstandings linked to employee absenteeism, lowered morale and turn-over
HCI 445 – Analysis and Design for HCI
The Need for TimeKeeper
• Employee pain points in current scenario:– Need to travel to work to
retrieve schedule– Loss of shift due to
schedule misunderstandings
– Not working requested hours
– No control over scheduling process
HCI 445 – Analysis and Design for HCI
Current Conceptual Model
• Process is disorganized and decentralized
HCI 445 – Analysis and Design for HCI
Part 1: Identifying and Understanding Our Users
HCI 445 – Analysis and Design for HCI
Business Case
• Address business needs– Reduce absenteeism due to schedule
misunderstandings and mistakes– Reduce time consumed by scheduling
process– Increase communication among managers
and employees
HCI 445 – Analysis and Design for HCI
Business Case
• Target Customers– Retail Store Franchise Corporations– Restaurant Franchise Corporations
• Cost Savings– Store franchises can save upwards of
$44,000 in one year
HCI 445 – Analysis and Design for HCI
Primary User Constituents
• Store/Restaurant Managers
• Employees with Internet Access
• Employees without Internet Access
HCI 445 – Analysis and Design for HCI
User Goals: Managers
• Personal Goals:– Decrease time spent preparing weekly schedule– Decrease time spent notifying employees of weekly
schedule– Simplify scheduling process– Organize scheduling process
• Practical Goals:– Decrease employee absenteeism– Decrease miscommunication regarding employee
scheduling
HCI 445 – Analysis and Design for HCI
User Goals: Employees
• Personal Goals:– Work desired hours– Eliminate having to travel to work to retrieve
schedule
• Practical Goals:– Have access to employee contact information
for shift change needs– Have more control and input over scheduling
process
HCI 445 – Analysis and Design for HCI
User/Task Matrix
Tasks Employees Managers
Send preferred hours (hours the employee wishes to work) and weekly requests
Send long term schedule requests (i.e. when employee needs time off) and other special requests
Obtain other employee contact information
View the weekly work schedule
View schedule after schedule change/update
View entered employee scheduling preferences
View/change account information (personal contact information and password change)
View weekly announcements or notices
View help documents on how to use the system
Print the schedule(s)
View company scheduling policies
Send out notices, special requests, and announcements
View schedule submission lists sent by employees
Edit/update notices, special requests, and announcements
Compile possible schedules
Send schedule notification emails
Input employee information/hours
Edit chosen schedule
Finalize chosen schedule
View preferred schedule online
Edit/update company scheduling policies
Search for employee availability (based on set parameters)
Check which employees have viewed/received schedule
HCI 445 – Analysis and Design for HCI
Manager Assumptions
• Current scheduling process dissatisfactory• Current scheduling process too time-
consuming• Electronic system preferable to current system• Managers are computer literate• Managers have access to computers/the
Internet in store
We made 11 manager assumptions, some ofwhich included:
HCI 445 – Analysis and Design for HCI
Employee Assumptions
• Web-based schedule submission is desirable, convenient and efficient
• Schedule misunderstandings contribute to employee absenteeism
• Current schedule retrieval method inconvenient and time-consuming
• Employees are computer literate• A majority of employees have access to a
computer/the Internet
We made 12 employee assumptions, some of which included:
HCI 445 – Analysis and Design for HCI
Part II: Testing and Validating Our Assumptions
HCI 445 – Analysis and Design for HCI
Research Methods Selected
• Demographic Questionnaires– We developed one questionnaire for both
mangers and employees– Questionnaires designed to gather purely
demographic data such as stage of computer use, frequency of computer use, access to computers, etc.
• Surveys– We developed two separate surveys—one
for employees and one for managers– Question formats included yes/no, free
response, and attitude measures using Likert scales
HCI 445 – Analysis and Design for HCI
Research Methods Selected
• Interviews– We developed two sets of scripted, in-depth interview
questions—one each for employees and managers
• Contextual Inquiry– Our contextual inquiry focused on managers– The inquiry session was based on the interview
questions, but allowed for more accurate responses
• LogBook– Developed as a contingency measure for use if
manager did not have time for a contextual inquiry
HCI 445 – Analysis and Design for HCI
Research Results
• Demographic Questionnaires– 6 from store managers– 14 from employees
• Surveys– 6 manager surveys– 9 employee surveys
• Interviews– 2 manager interviews– 8 employee interviews
• Contextual Inquiry– 1 manager contextual
inquiry• LogBook
– 1 manager logbook
We gathered user data at six separate locations:
HCI 445 – Analysis and Design for HCI
Assumption Validation: Managers
Manager Assumptions Match Non-Match
Current scheduling process is dissatisfactory.
An electronic scheduling system would work more efficiently than a paper system.
Three schedule possibilities are adequate.
Managers create the schedule in isolation in their offices.
Schedule creation involves researching past sales history.
Managers have to approve employee shift changes.
Managers have to find replacements when an employee calls in sick.
Managers are computer literate—advanced beginner to expert.
Managers have a solid understanding of store policies/practices.
Managers have access to computers, printers, and the Internet.
Schedule creation takes day/time/seasonal concerns into account.
HCI 445 – Analysis and Design for HCI
Assumption Validation: Employees
Employee Assumptions Match Non-Match
Employees would use an electronic, web-based schedule submission system. Employees dislike the current scheduling process. Employees don’t like driving or calling in to get retrieve their scheduled hours. Employees submit long-term requests separately from special requests. Employees must find other employees to cover last-minute shift replacements. Employees understand the store’s rules and scheduling practices. 24 hours is adequate time for employees to notify managers of employee-arranged shift changes.
Different staff groups submit schedule requests in different manners. Schedule misunderstandings contribute to employee absenteeism. Employees are basic computer users. The majority of employees have Internet access. The employees are literate and speak English.
HCI 445 – Analysis and Design for HCI
Design Implications for theTimeKeeper Interface
Finding Interface
Managers need access to the current schedule at all times.
The current schedule should be displayed automatically when managers log in to the system.
Managers need flexibility to edit and re-generate schedules based on updated employee input.
The schedule generation function must contain as few clicks as possible, and must be very easy to operate.
Managers will need flexibility to customize the interface for their particular store/restaurant.
They must be able to define scheduling rules and employee classifications easily.
The current schedule submission process for employees is short.
TimeKeeper must allow employees to complete their schedule submissions as quickly as possible.
Employees disklike traveling to work to retreive their schedules.
Email schedule notifications must be robust and efficient.
HCI 445 – Analysis and Design for HCI
Part III: Designing and Evaluating Our Interface
HCI 445 – Analysis and Design for HCI
Key Interface Development Tools
• User Personas– Research uncovered
broad user categories– To help envision our
users as we developed the interface, we created three main personas on which to focus our designs
HCI 445 – Analysis and Design for HCI
Key Interface Development Tools
• Workflow Diagrams– Created diagrams to
understand complicated use task-flows and decision making processes
– Mapped out the most critical system tasks
– Helped to determine the breadth of functionality for the system
HCI 445 – Analysis and Design for HCI
Conceptual Model
• The ultimate goal of the TimeKeeper interface is to increase communication
• Scheduling process is now centralized and efficient
• Contrast with previous model
HCI 445 – Analysis and Design for HCI
Creation of Lo-Fi Prototypes
Step 1:• Pencil and Paper
Prototypes– Created initial drafts of
interface together as a team
– Iterated through the pencil and paper prototypes several times, changing layout and terminology
Example of pencil and paper prototype
HCI 445 – Analysis and Design for HCI
Creation of Lo-Fi Prototypes
Step 2:• Illustrator Wireframe
Prototypes– Once we were
satisfied with the pencil and paper interface designs, we created “clean” versions of the pencil and paper versions to test with users Example of wireframe prototype
HCI 445 – Analysis and Design for HCI
Usability Testing Goals/Objectives
Will managers…• Be able to figure out how to edit current schedule information?• Be able to successfully generate a master schedule?• Understand the difference between long-term availability and special
requests?• Be satisfied with the format of the master schedule?• Be satisfied with their access to employee data when working in
TimeKeeper? • Find shift replacements easy to complete using TimeKeeper?• Be satisfied with the TimeKeeper system overall?• Trust the system to provide accurate data and comprehensive
schedules?
The goal of the manager usability tests were todetermine the following:
HCI 445 – Analysis and Design for HCI
Usability Testing Goals/Objectives
Will employees…• Be able to interpret the online schedule format without help from the
Test Monitor?• Understand the difference between submitting their availability and
submitting a special request without help from the Test Monitor?• Be able to figure out the three-step process for finding a shift
replacement and submitting a shift change without help from the Test Monitor?
• Be satisfied with the TimeKeeper system overall?• Be satisfied with the format of the weekly schedule?• Be satisfied with the process of submitting their availability?• Be satisfied with the ease of the shift change process?• Be satisfied with the convenience of the shift change process?
The goal of the employee usability tests were todetermine the following:
HCI 445 – Analysis and Design for HCI
Usability Testing Process
• Our team conducted formal, scripted usability tests to evaluate our product interfaces
• Testing team included Test Monitor, “Computer,” Data Logger and Observers
• Each participant asked to:– sign a consent form– complete a series of tasks using the appropriate
interface– complete a Post-Test Questionnaire as an
attitude measure after testing– participate in a team-led debriefing session
HCI 445 – Analysis and Design for HCI
Evaluation Measures
• Data collected during the usability tests included the following:– Sequential actions the user performed– Number of errors in executing the task– If task was completed successfully– Time it took user to complete task– User comments, body language, etc.– User responses to post-test questionnaire
HCI 445 – Analysis and Design for HCI
Results of User Testing
• Managers– Encountered only one major difficulty—finding
employee shift replacements– Added explanatory text to interface
• Employees– Encountered small difficulties that required
changes in the interface terminology– Major change involved the submission of
long-term availability; changed layout of interactive form for this task
HCI 445 – Analysis and Design for HCI
Results of User Testing
Manager Responses to Post-Test Questionnaire % Agreement/Acceptance
It was easy to view and print the current weekly master schedule. 100%
The online schedule format was easy to understand. 80%
It was easy to create a master schedule using the system. 90%
It is a good idea to separate long-term schedule availability information from one-time special schedule requests. 90%
It was easy to approve/deny employee special schedule requests. 80%
It was easy to find shift replacements using the system. 60%
Using an automated scheduling tool would reduce scheduling errors. 90%
If TimeKeeper were implemented at my work, I would enjoy using it. 80%
The TimeKeeper website would provide a more effective method of creating/managing the weekly schedule than my current method. 90%
Overall, the TimeKeeper site was easy to use. 90%
HCI 445 – Analysis and Design for HCI
Results of User Testing
Employee Responses to Post-Test Questionnaire % Agreement/Acceptance
It was easy to view and print my weekly schedule. 100%
The online schedule format was easy to understand. 90%
It was easy to submit my long-term schedule availability. 75%
It is a good idea to separate long-term schedule availability information from one-time special schedule requests. 95%
It was convenient to search online for an employee to cover my shift. 95%
It was easy to find another employee to cover my shift. 95%
I would prefer submitting my work schedule online, as opposed to my current method. 80%
If TimeKeeper were implemented at my work, I would enjoy using it. 80%
The TimeKeeper website would provide a more effective method of submitting/retrieving work schedule information than my current method.
90%
Overall, the TimeKeeper site was easy to use. 80%
HCI 445 – Analysis and Design for HCI
Creation of Hi-Fi Prototypes
• Hi-Fi prototypes created in Macromedia Dreamweaver MX 2004
• All elements evaluated in lo-fi prototype implemented in hi-fi prototype
• All interactions simulated/hard coded to give the appearance of a fully functional website
• Color palette neutral, muted to allow for future customer customization
View Manager Version
View Employee Version
HCI 445 – Analysis and Design for HCI
Next Steps
• Perform usability testing on hi-fi prototype
• Refine designs as needed
• Code fully functional interface
• Test/Debug functional interface
• Implement/customize interface for new TimeKeeper customers
HCI 445 – Analysis and Design for HCI
Conclusions
• Our user research has demonstrated that TimeKeeper is– Innovative– Needed– Effective
• Both the concept of the system and the system itself tested well with users
• Managers and employees indicated they would be extremely interested in using a system such as TimeKeeper
• We are confident that TimeKeeper will yield a maximum return on investment
HCI 445 – Analysis and Design for HCI
Questions?