2
What is user-centered design?
• First, let’s see some everyday examples of design that is NOT user-centered
6
Infamous “butterfly” ballot
To vote for the democrats do I punch the second hole or the third hole?
7
“ Helpful” color coding
Are you sure you want to delete all records from the data base?
Yes No
“ Yes” in instance is NOT a good thing
www.iarchitect.com/mshame.htm
9
What is the problem with these designs?
• No designer purposes sets out to confuse or irritate( 刺激 ) users
• Fallacy( 谬论 ): the most usable design is OBVIOUS by thinking through interior thinking about the problem
11
But… the target audience loved this approach
• The organization was highly meaningful and powerful– It reflects how users think about the information
Classes
Packages
12
The lesson
• Relying solely on interior thinking is a risky approach to design
• It risks making incorrect assumptions about the people who will use a system
!
13
User-Centered Design
A. Focuses on who will use a system from the very beginning
B. Checks in with users each step along the way
User Research
Analysis
Design
Prototyping & Testing
Development
Iterative Design
A
B
16
Discovering User Needs Through Direct Research
ObservationalStudies
User Needs
User Interviews
User Surveys
17
Observational Studies
• Observing how people currently perform work within their “live” context
ObservationalStudies
User Needs
User Interviews
User Surveys
18
Observational Studies
• People aren’t able to fully articulate (清晰明白地说) what they do – Behavior is often automatic– Important factors in the social and physical
context are taken for granted
19
Example: Observational Study
• Kitchen entertainment/information center• Physical context of use is very important
– Frequent interruptions
– Work occurs in a variety of locations
– Cleanliness highly important
20
Example findings (user needs)Context of Use
User interface for system must be visible and controllable from a distance
Touch screen has limitations for use– Hands are frequently wet and/or dirty– Stylus (铁笔) must be attached to unit
21
User Interviews
• Asking users to describe how they perform work and what they think about it
ObservationalStudies
User Needs
UserInterviews
User Surveys
22
User Interviews
• Less open-ended (自由回答) than observational studies– Questions usually focus on getting information
about particular user goals and tasks
• Best conducted in the environment where users perform work
23
Example: User Interviews
• Web Site targeted at software developers– How can we improve the information we provide
to developers?– Questions about how they seek information
24
Example findings (user needs)
Concentrate information on fewer pages– To leverage using browser search function to
find information
Provide fresh technology news daily– Very consistent pattern of proactive information
seeking
25
User Surveys
• Asking people specific questions on use and satisfaction
ObservationalStudies
User Needs
UserInterviews
UserSurveys
26
User Surveys
• The Internet makes these easy and inexpensive to deploy
• Good for getting specific data on existing features
27
Example: User Survey
• Developer Web site– Used to get more data on specific issues
identified in open-ended interviews
28
Example findings (user needs)
Optimize PDFs for on-screen use– PDF Printouts used less frequently
Replacing search engine is not a high priority– Satisfaction level with current search
technology is relatively high
29
User Research: Potential Pitfalls(缺陷)
• Methods misapplied or executed poorly• Results may point the wrong direction
30
Potential Pitfall: Just Asking People What They Want
• Here’s what Homer Simpson says he wants in a car:– “I want a horn here, here, and here. You can
never find a horn when you‘re mad. And they should all play ‘La Cucaracha (一种墨西哥歌舞)’ .”
31
Pitfall: Asking People What They Want
• Think of the doctor analogy– People are expert in understanding what the
symptoms are, but not the underlying disease or how to treat it
– The user researcher must be skilled at diagnosis
33
Prototyping & Testing
User Research
Analysis
Design
Prototyping & Testing
Development
Iterative Design
34
Early prototypes are low fidelity(逼真度)
• They may be very exploratory designs• Mostly, paper prototypes are used
– Pages may be hand-drawn or computer-drawn
• Goal: Get user feedback early when changes are easy to make 11/13/02
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Internet and Intranet. This RealSystem Server gives
you the capacity to reach thousands of people daily
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rapidly growing demand for digital media content.
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RealSystem Server Plus is the economical way to
start delivering digital media.
RealSystem Server Plus is an easy, affordable way
to get started right away with streaming media on the
Internet and Intranet. This RealSystem Server gives
you the capacity to reach thousands of people daily
and an easy entry point to take advantage of the
rapidly growing demand for digital media content.
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reach thousands of people daily and an easy entry
point to take advantage of the rapidly growing
demand for digital media content. More …
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36
Usability Testing of Prototypes
1. Create task scenarios2. Recruit participants to perform the tasks
using the prototype3. Use the results of testing to fix any
problems4. Repeat Steps 2-3
37
Conducting test sessions
• Usually involves the “Think Aloud Protocol” (TAP)– User expresses thoughts out loud as they
perform tasks– Clip shows testing a system in the final design
stages
38
Usability Testing with Paper Prototypes
• Participants “click” by pointing• They enter data by writing on the page
QuickTime™ and a decompressor
are needed to see this picture.
Picture-in-picture video captures people’s actions, what the they say, and their facial expressions
39
In the TAP the facilitator must remain neutral
• Key to the success of the method• Participants will look to the facilitator for
reassurance– May feel like they are “failing” the test– Some participants become highly stressed– Sessions can be long and unpredictable
40
How many users do you need to test?
• 6-8 users• Clients are initially skeptical• But after watching the first set of sessions
they believe– You start seeing the same problems again &
again– Conserve your participant budget for additional
rounds of testing
41
How much of the system do you test?
• Some testing is always better than none• There are always time and budget trade-
offs• Prioritize the most risky areas of a design
– Or focus on “mission-critical” areas such as the check-out flow for e-commerce sites
43
Reality Bites…
• The time and expertise for user-centered design may be absent on many projects– Small projects– Engineering-driven company culture
• Focus on internal thinking to solve design problems• “We know what users want already”
44
Options
• Conduct a heuristic evaluation– Heuristics represent user interface design best
practices– Jakob Nielsen is a good starting point
www.useit.com/papers/heuristic/
45
Options
• Test with even one or two users– Nielsen: zero users yields zero insights
http://www.useit.com/alertbox/20000319.html
46
Options
• Test with internal people– They should have no involvement with the
design– Get folks close to the target audience as
possible• Risk of misleading information
48
Some Books
• The Elements of User Experience: User-Centered Design for the Web– James Jesse Garrett
• User-Centered Design: An Integrated Approach – Karel Vredenburg, et al