Human(e) machine interaction? A reflection on the A reflection on the development of productsdevelopment of products
Lucienne Blessing
Engineering Design and Methodology
University of LuxembourgUniversity of Luxembourg
21 avril 2009
Product development is all about predictionA process, that starts with and idea or need and ends with a completeA process, that starts with and idea or need and ends with a completeproduct description, thinking ahead into all life phases.
Planning UseProductionProductionTestingRecyclingRecycling/Disposal
DevelopmentDevelopment
Truly new things only come into existence in the product developmentprocess: what no one has seen, known or thought of, because it did not exist, is generated here, through mental effort, for the first time. Leyerexist, is generated here, through mental effort, for the first time. Leyer
View on product developers
„conservative and insufficiently concernedabout the environment, disconnected fromcommunity and social impact of their decisions“
product-oriented user development
Product development and user
Planning UseProductionProductionTestingRecyclingRecycling/Disposal
DevelopmentDevelopment
Up till now Taking the user into account: market prediction analysis of user needs Taking the user into account: market prediction, analysis of user needs,
no concrete guidelines on how to do this
User orientation: many methods and guidelines for dealing with userrequirements and for usability testing
Change from seller to buyer market: competitiveness increasingly basedon product quality as perceived by the user users are becoming moreon product quality as perceived by the user, users are becoming moreactive and demanding.
Importance has been identified, but is user-centred sufficient?
What are the problems?t
Planning UseProductionProductionTestingRecyclingRecycling/Di l
DevelopmentDevelopment
t
Time and collaboration gap
g gDisposal
p
Time and collaboration gap Time between needs analysis, testing and use can be large
Transformation from the voice of the customer into technical requirements isnot effective.
Usability tests expensive, relatively late and not always sufficientlyinformativeinformative.
Knowledge and understanding gapKnowledge and understanding gap Designer tries to empathise and to understand, but is hardly in contact with
the user and/or is not a user his or herself
Knowledge and understanding of users
Focus mainly on primary users, less on Secondary users: additional users, involved during the product‘s life
Tertiary users: persons that are influenced by the product, unintentionally, now or in the future
Other stakeholders: all people having an interest in the product within or
Diversity of users is not considered:
Other stakeholders: all people having an interest in the product, within oroutside the company
Diversity of users is not considered: Knowledge and experience
Physical abilityy y
Culture
Age
Gender
Information is lackingInformation is lacking
Age
Special devices for the elderly? Danger of “over-accommodation”g
Parallel technology, increasing dependence on the product
L t b ld l l (S h h 2005) Low acceptance by elderly people (Schuh 2005)
Often inflexible
Often deficit-orientedOften deficit oriented
Gender: seat belt clip
Information determines solution
Dynamic Concept
Adaptive to the user (user models): passive or active, within one modality or( ) p , y
through different modalities
different users, i.e. user perspectives:
ll f i i t i t i i t allow for increasing competence or maintaining competence
context
intentionintention
Dynamic user models, adaptive customised interfaces, raisingissues of acceptance (and product liability)issues of acceptance (and product liability)
Do we know our users well enough?
Everyday technology
Challenges regarding user, process and context Users difficult to define (large variety) No control over operation No control over operation No control over context User oft customer (functionality is not the only argument) Strongly increased functionality (no simple products) Product use often assumes some experience User not or hardly trained ( Manual? What manual?“) User not or hardly trained („Manual? What manual? ) Product understanding might be limited Safety risks caused by wrong operation or panik reactions
Basic design principles: simplicity, clarity and safety
SO f ff
Usability aims:EN ISO 9241-11 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 11: Guidance on usability
EffectivenessRelates to the goals (or sub-goals) of the user to the accuracy and g ( g ) ycompleteness with which the goals can be achieved.
EfficiencyEfficiencyEfficiency relates the level of effectiveness to the expenditure of resources.
SatisfactionSatisfaction relates to the lack of discomfort experienced and to the extent of users’ attitudes towards the use of the productextent of users attitudes towards the use of the product
Dialogue principles
Ergonomics of human-system interaction –EN ISO 9241-11 Part 110: Dialogue principles (term “software” replaced by “product”)
1 A product is for solving tasks1. A product is for solving tasks
2. A product must speak the language of users
3. Users should be in control of the productp
4. The product should present familiar things in a familiar manner
5. Users have a right to err
6. Users are different
7. A product should qualify
Usability and Intuitiveness
Everyone wants to haveEveryone wants to have „intuitive“ User Interfaces.
No-one knows exactly what it means.
Everyone has them.
Intuitive interface?
„Intuitive interface designed to make searching fast and easy“
http://www.hurricanesoft.com/hsearch.jsp
Design for Intuitivity
„Intuitive interface allows end users to use without help“
http://www.desktopdarkroom.com/upcr10l.html
Intuitive use the extent to which a product can be usedby subconsciously applying prior knowledge, resulting in an effective and satisfying interactionresulting in an effective and satisfying interaction using a minimum of cognitive resources.
Hurtienne
Intuitiveness and image schemata
GOODBAD
BADGOOD BADGOOD
Hurtienne
Non-intuitive Interaction
Interaction Problem
User
System
Task
Content Problem
Task
Intuitive Interaction
User
System
A fit between user, task and system
that enables usersthat enables users to fulfill their tasks
effectively, efficiently and to
Task
ytheir satisfaction
Task
Content Problem
What about satisfaction?Survey of 1255 British PC UsersSurvey of 1255 British PC-Users
almost a quarter of respondents saidalmost a quarter of respondents said they had to disrupt their work at least once a day because of a computer problemproblem
half of them complaint about time loss because of crashes and system errors
two fifth criticised computer jargon in two fifth criticised computer jargon in manuals and help texts
Users frequently reacted with i hitti lli th l t„swearing, hitting or pulling the plug to
intractable information technology“ at the work place
K (2000)Knauer (2000):
What is satisfaction?
Who is satisfied?
„And thanks to theelectronic surveillancewe only need a homehelper every half yearto adjust the generator“to adjust the generator
Is that all there is?
Usability takes into account effectiveness, efficiency, and satisfaction in a
specified context of use. ISO 9241 part 11
in line with a user-centred design approach in practice heavily focused on task fulfillment and objectivein practice, heavily focused on task fulfillment and objective
performance data
emotional involvement of the user has to be taken into account.
User experience takes into account non-instrumental qualities of a system q y and its emotional responses by the user
Conceptual User Experience Lifecycle Model
ContinUE [continuous user experience] model, illustrating the sequential phases of a user experience lifecycle and the associated aspects of appraisal formingassociated aspects of appraisal-forming
Pohlmeyer, Hecht, Blessing, 2009
New ISO standard on user experience
User experience incorporates “all aspects of the user’s experience when interacting with the product,
i i f ili I i f h iservice, environment or facility. It is a consequence of the presentation, functionality, system performance, interactive behaviour, and assistive capabilities of the interactive system. It includes all aspects of usability
d d i bilit f d t t i f th ’and desirability of a product, system or service from the user’s perspective’.
ISO CD 9241-210 Ergonomics of human-system interaction - Part 210: Human-centreddesign process for interactive systems. ISO, 2008
“Designing satisfying products and motivating potential users to interact with them is something different than the mere attempt to avoid a di ti f i l ti Thi i l d k f i hdissatisfying solution. This is already known from ergonomics where discomforting features are generally independent from comforting features.”
Pohlmeyer Hecht Blessing 2009Pohlmeyer, Hecht, Blessing, 2009
Emotional design
?
bilit f t d t i h th d i b dusability factors determine whether a device can be usedemotional factors determine whether a device will be used
adapted from Forlizzi et al., 2001
“Emotions must be generated by a product itself, not simply tacked on through advertising. People are willing to pay more for products with emotionally rich features.” Boatwright and Cagan, 2010
User involvementUser
User-centred design: No direct communication between user and
Marketing
on
No direct communication between user and product developer
User involvement only during phases of market analysis and prototyping
P d tEva
luat
iomarket analysis and prototyping Already shaped product limits user
imaginationU i t i l d i l ti fi di Product
Developer
E User is not involved in solution finding process
ProductProduct
User integration
Planning UseProductionProductionTestingRecyclingRecycling/Disposal
DevelopmentDevelopment
A systematic procedure for integration of all users throughout thedevelopment process is necessary
„User were more often involved and invested more resources in thedevelopment of successful products, than of products that did not
lead to market success.“
In summary
User centred design is necessary but not sufficient User diversity and user experiences have to be taken into account User diversity and user experiences have to be taken into account Intuitiveness is key to usability and safety User integration is required to provide the necessary informationg q p y
Considerable research and development of methods is necessary.
But until then ……
from: www. Dilbert.com