User-Centered User-Centered Approaches to Approaches to

Interaction DesignInteraction DesignKeith MogensenKeith Mogensen

Ronen Waisenberg Ronen Waisenberg

IntroductionIntroduction

Interaction design tries to bridge between two worlds:Interaction design tries to bridge between two worlds:

1.1. World of the software professionalsWorld of the software professionals2.2. World of the end-usersWorld of the end-users

Each world has its own knowledge and practicesEach world has its own knowledge and practices Each world has well-defined boundariesEach world has well-defined boundaries Movement from one world to the other is known to Movement from one world to the other is known to

be difficultbe difficult

““We can see this difficulty manifested in our We can see this difficulty manifested in our elaborate methods for requirements analysis, elaborate methods for requirements analysis, design, and evaluation – and in the frequent failures design, and evaluation – and in the frequent failures to achieve products and services that meet users’ to achieve products and services that meet users’ needs and/or are successful in the marketplace.”needs and/or are successful in the marketplace.”

-- Michael J. Muller, -- Michael J. Muller, Participatory Design: The Third Space in Participatory Design: The Third Space in HCIHCI

Introduction (Cont.)Introduction (Cont.)

Most of the traditional methods of Most of the traditional methods of communication between the two worlds are communication between the two worlds are relatively one-directional:relatively one-directional:

We analyze the requirements from the usersWe analyze the requirements from the users We deliver a system to the usersWe deliver a system to the users We collect usability data from the usersWe collect usability data from the users

““Relatively few [methods] involve two-way Relatively few [methods] involve two-way discussions, and fewer still afford opportunities for discussions, and fewer still afford opportunities for the software professionals to be surprised – i.e., to the software professionals to be surprised – i.e., to learn something that we didn’t know we needed to learn something that we didn’t know we needed to know.”know.”

-- Michael J. Muller, -- Michael J. Muller, Participatory Design: The Third Space in HCIParticipatory Design: The Third Space in HCI

Introduction (Cont.)Introduction (Cont.)

Developers’world

Users’ world

Solutions should

reach for the

moon!

We’re knowledgeable about

our environme

nt.

Solutions should staydown- to-

Earth.

We might think we

know a lot about the

user’s environment

, but probably

don’t.

AgendaAgenda Why involve users?Why involve users? Degrees of involvementDegrees of involvement User-centered approachUser-centered approach Comparison of the primary field methodsComparison of the primary field methods

EthnographyEthnography Participatory designParticipatory design

PICTIVEPICTIVE CARDCARD

Contextual designContextual design Work modelingWork modeling

Concluding RemarksConcluding Remarks

Why involve users?Why involve users?

Better understanding of user needs Better understanding of user needs leads to a more appropriate and leads to a more appropriate and usable product.usable product. Expectation managementExpectation management: “Better to : “Better to

exceed users’ expectations than to fall exceed users’ expectations than to fall below them.”below them.”

OwnershipOwnership: Users who are involved are : Users who are involved are more likely to feel a sense of ownership more likely to feel a sense of ownership towards the product and be receptive towards the product and be receptive towards it when it emergestowards it when it emerges

Expectation managementExpectation management

Mac Word 6.0 StoryMac Word 6.0 Story “… “… the biggest complaint we kept hearing about the biggest complaint we kept hearing about

Mac Word 6.0 was that it wasn’t “Mac-like.”  So, we Mac Word 6.0 was that it wasn’t “Mac-like.”  So, we spent a lot of time drilling down into what people spent a lot of time drilling down into what people meant when they said it wasn’t “Mac-like.”  … It meant when they said it wasn’t “Mac-like.”  … It turns out that “Mac-like” meant Mac Word 5.0.”turns out that “Mac-like” meant Mac Word 5.0.”

“… “… we failed to make the UI of Mac Word 6.0 we failed to make the UI of Mac Word 6.0 behave like Mac Word 5.0.  … The end result was a behave like Mac Word 5.0.  … The end result was a UI that could only be described as clunky relative to UI that could only be described as clunky relative to Mac Word 5.0’s elegance.”Mac Word 5.0’s elegance.”

Mac Word 6.0Mac Word 6.0http://blogs.msdn.com/rick_schaut/archive/2004/02/26/80193.aspxhttp://blogs.msdn.com/rick_schaut/archive/2004/02/26/80193.aspx

Developers’world

Users’ world

Degrees of involvementDegrees of involvement

Full time Full time involvementinvolvement

Keeping users Keeping users informedinformed

Not involving usersNot involving users

Full time involvementFull time involvement

HowHow: Hire as part of the design team: Hire as part of the design team ProPro: Very familiar with the system: Very familiar with the system ConCon: Could lose touch with the user : Could lose touch with the user

groupgroupUsers’ worldDevelopers’

world

Keeping users informedKeeping users informed HowHow: Regular newsletters and communication channels, : Regular newsletters and communication channels,

workshops and evaluation sessionsworkshops and evaluation sessions ProPro: Achieving some level of involvement even with : Achieving some level of involvement even with

several usersseveral users ConCon: Changes are possible only from an already decided : Changes are possible only from an already decided

starting pointstarting point

Users’ worldDevelopers’

world

Not involving usersNot involving users Pro:Pro: Allows for more development time that would otherwise Allows for more development time that would otherwise

be spent managing, organizing and controlling such be spent managing, organizing and controlling such involvementinvolvement

Con:Con: Users will reject the product if it doesn’t fit their needs Users will reject the product if it doesn’t fit their needs

What is a user-centered What is a user-centered approach?approach?

Development driven by real users and Development driven by real users and their goals, not just technology.their goals, not just technology. Makes the most of human skillMakes the most of human skill Directly relevant to the work in handDirectly relevant to the work in hand Supports the user, doesn’t constrainSupports the user, doesn’t constrain

Gould and Lewis principles for a “useful Gould and Lewis principles for a “useful and easy to use computer system”and easy to use computer system” Early focus on users and tasksEarly focus on users and tasks Empirical measurementEmpirical measurement Iterative designIterative design

Focus on users and tasksFocus on users and tasks

Users task and goal are the driving Users task and goal are the driving force behind the development.force behind the development. e.g. Windsocke.g. Windsock

Human limitations should be taken into Human limitations should be taken into account. account. Recognition Vs. RecallRecognition Vs. Recall

e.g. e.g. http://clusty.com/http://clusty.com/ vs. vs. http://google.com/http://google.com/

Focus on users and tasks Focus on users and tasks (Cont.)(Cont.)

Recognition Recall

Part IIPart II

User User centered centered

approachesapproaches

EthnographyEthnography Long-term observation of users in their Long-term observation of users in their

natural environmentsnatural environments Gives lots of information about users, Gives lots of information about users,

their habits, workplaces, and artifactstheir habits, workplaces, and artifacts

Developers’world

Users’ world

Ethnography (Cont.)Ethnography (Cont.) Data collectionData collection

Observations and (optional) interviews guided by a very Observations and (optional) interviews guided by a very general research questiongeneral research question

Data analysisData analysis Databases of field notes, artifacts, and interview dataDatabases of field notes, artifacts, and interview data Classification of the data collectedClassification of the data collected

OutcomeOutcome ““Key linkage” that can focus the process of classifying Key linkage” that can focus the process of classifying

observationsobservations

None of the other methods provide as much raw data on None of the other methods provide as much raw data on users’users’

real-world habits and practicesreal-world habits and practices

Ethnographic Ethnographic InterviewingInterviewing

Alternative to standard ethnographyAlternative to standard ethnography AdvantageAdvantage: Much shorter time-span: Much shorter time-span DisadvantageDisadvantage: Less information gathered: Less information gathered SimilaritySimilarity: Usage is observed in the user’s : Usage is observed in the user’s

natural environmentnatural environment DifferenceDifference: Broad questions are asked about : Broad questions are asked about

use, in short interviews, instead of long-term use, in short interviews, instead of long-term observationobservation

When to useWhen to use: When you need to quickly identify : When you need to quickly identify the context in which a product will be usedthe context in which a product will be used

Participatory DesignParticipatory Design Users are actively involved in Users are actively involved in

developmentdevelopment Should be used if you want to draw on Should be used if you want to draw on

existing artifactsexisting artifacts Not suited for radical design changesNot suited for radical design changes

Developers’world

Users’ world

Participatory Design Participatory Design (Cont.)(Cont.)

Data collectionData collection Observations, interviews, collaborative design Observations, interviews, collaborative design

and cooperative prototyping guided by a well-and cooperative prototyping guided by a well-defined research questiondefined research question

Data analysisData analysis Analyze artifacts at breakdownsAnalyze artifacts at breakdowns Analyze videos, interviews and prototypes Analyze videos, interviews and prototypes

collected from sessions with the userscollected from sessions with the users OutcomeOutcome

Working with the users, the product is evolved Working with the users, the product is evolved from the existing artifactfrom the existing artifact

Participatory Design Participatory Design (Cont.)(Cont.)

Examples of paper based Examples of paper based prototyping techniques for prototyping techniques for participatory designparticipatory design PictivePictive

Some design components are prepared by Some design components are prepared by the developersthe developers

Pen, pencil, sticky notes, paper etc. are Pen, pencil, sticky notes, paper etc. are used by the usersused by the users

Video recording devices are used to record Video recording devices are used to record what happenswhat happens

Participatory Design Participatory Design (Cont.)(Cont.)

CardCard The same principle The same principle

as Pictive but with as Pictive but with screen dumpsscreen dumps

The cards are used The cards are used to explore workflow to explore workflow options with the options with the useruser

Contextual DesignContextual Design Targeted observations and interviews by taking Targeted observations and interviews by taking

“snapshots”, assuming that users’ work is essentially “snapshots”, assuming that users’ work is essentially staticstatic

The designer is questioning behavior but not participating The designer is questioning behavior but not participating Well suited for radical design solutionsWell suited for radical design solutions Possible to improperly “read” usersPossible to improperly “read” users

Developers’world

Users’ world

Contextual Design Contextual Design (Cont.)(Cont.)

Data collectionData collection Observation, interviews and walkthroughsObservation, interviews and walkthroughs Clearly defined set of concerns rather then a Clearly defined set of concerns rather then a

research questionresearch question Interviews are much more intense and focused Interviews are much more intense and focused

than an ethnographic studythan an ethnographic study Data analysisData analysis

Observations abstracted into various modelsObservations abstracted into various models OutcomeOutcome

Essential work structureEssential work structure

Contextual Design Contextual Design (Cont.)(Cont.)

Work modeling Work modeling A lot of the information about the users’ A lot of the information about the users’

world is collected in the observer’s world is collected in the observer’s headhead

Work modeling is essential to represent Work modeling is essential to represent the knowledge collectedthe knowledge collected

Work-modeling: Work Work-modeling: Work FlowFlow

Represents people and communication Represents people and communication between them in order to achieve the workbetween them in order to achieve the work

Work-modeling: ArtifactWork-modeling: Artifact Annotated picture of each significant physical Annotated picture of each significant physical

artifact used in achieving the workartifact used in achieving the workPhone is used to

call participan

ts

Phone-book is used to find the

participants’ numbers

Envelope is sent to the

office containing the names

of the participants

Pen and paper are

used to list the

confirmed participants

Work-modeling: Work-modeling: Sequence modelSequence model

Shows the detailed work steps necessary to Shows the detailed work steps necessary to achieve a goalachieve a goal

Work-modeling: Cultural Work-modeling: Cultural modelmodel

Represents constraints caused by Represents constraints caused by organizational cultureorganizational culture

Work-modeling: Physical Work-modeling: Physical modelmodel

Represents physical characteristics that may Represents physical characteristics that may constrain work patternsconstrain work patterns

Condensed Contextual Condensed Contextual InquiryInquiry

Alternative to contextual designAlternative to contextual design AdvantageAdvantage: Shorter time-span: Shorter time-span DisadvantageDisadvantage: Fewer concerns addressed: Fewer concerns addressed SimilaritySimilarity: Interviews based on a clearly : Interviews based on a clearly

defined set of concernsdefined set of concerns DifferenceDifference: Concerns are constrained to : Concerns are constrained to

key issueskey issues When to useWhen to use: Validate effectiveness of an : Validate effectiveness of an

already released product to identify future already released product to identify future improvementsimprovements

Comparing the techniques Comparing the techniques presentedpresented

EthnographyEthnography ContextualContextual ParticipatoryParticipatory

User User involveminvolvementent

LowLow MediumMedium HighHigh

Role of Role of designerdesigner

Uncover Uncover findings findings about users’ about users’ worldworld

Sample Sample the users’ the users’ world world

Being an Being an equal equal partner partner with the with the useruser

Length of Length of studystudy

Extensive – Extensive – several several monthsmonths

Short Short interviewinterviewss

Short Short interviewsinterviews

Comparing the techniques Comparing the techniques presented (Cont.)presented (Cont.)

EthnographyEthnography ContextualContextual ParticipatoryParticipatory

BenefitsBenefits Wealth of Wealth of informationinformation

Very specific Very specific structurestructure

Keeps users’ Keeps users’ expectations expectations in checkin check

DrawbacksDrawbacks Requires Requires experienceexperience Hard to Hard to translate translate findings to findings to designdesign

Involves many Involves many diagrams and diagrams and notations – notations – might be might be complicated complicated to create and to create and understandunderstand

Users’ Users’ thinking can thinking can be be constrained to constrained to what they are what they are used toused to

When to useWhen to use When there is When there is sufficient time sufficient time and no and no current current solutionsolution

Innovative Innovative designdesign

Whenever Whenever users are users are available and available and willing to take willing to take part in the part in the designdesign

Concluding remarksConcluding remarks All agree that involving users is beneficial to the All agree that involving users is beneficial to the

project (expectation management, feeling of project (expectation management, feeling of ownership)ownership) The question is how and whenThe question is how and when

User-centered approaches require gathering and User-centered approaches require gathering and interpreting much information about the user’s interpreting much information about the user’s worldworld

Ethnography is about detail, while design is about Ethnography is about detail, while design is about abstraction: they don’t immediately complyabstraction: they don’t immediately comply

PICTIVE and CARD are both participatory design PICTIVE and CARD are both participatory design techniques that empower users to take active part techniques that empower users to take active part in the designin the design

Contextual design is a method that provides Contextual design is a method that provides models and techniques for gathering user data models and techniques for gathering user data and representing it in a form suitable for practical and representing it in a form suitable for practical designdesign

ReferencesReferences Preece, Jenny, Yvonne Rogers, and Helen Sharp. Preece, Jenny, Yvonne Rogers, and Helen Sharp.

Interaction Design: beyond human-computer Interaction Design: beyond human-computer interactioninteraction. New York: John Wiley & Sons, Inc., . New York: John Wiley & Sons, Inc., 20022002

Kantner, Laurie, et al.Kantner, Laurie, et al. Alternative methods for Alternative methods for field usability researchfield usability research. New York: ACM Press, . New York: ACM Press, 20032003

Spinuzzi, Clay. Spinuzzi, Clay. “Investigating the technology-“Investigating the technology-work relationship: A critical comparison of three work relationship: A critical comparison of three qualitative field methods.”qualitative field methods.” IEEE 2000, 419-432 IEEE 2000, 419-432

Muller, M. J. Muller, M. J. Participatory design: The third Participatory design: The third space in HCIspace in HCI. In J. Jacko & A. Sears (Eds.), The . In J. Jacko & A. Sears (Eds.), The Human-Computer Interaction Handbook, (pp. Human-Computer Interaction Handbook, (pp. 464–481). Mahwah, NJ: Lawrence Erlbaum 464–481). Mahwah, NJ: Lawrence Erlbaum AssociatesAssociates

Thank you!Thank you!

Questions?Questions?