imran hussain assistant professor university of management and technology (umt)
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Virtual University Human-Computer Interaction. Lecture 3 Introduction to Human-Computer Interaction - Part III. Imran Hussain Assistant Professor University of Management and Technology (UMT). Murder - Murder. 1981 System Installation Manager receives a call from Sheriff dept. - PowerPoint PPT PresentationTRANSCRIPT
Virtual University- Human Computer Interaction1 Imran Hussain | UMT
Imran HussainAssistant ProfessorUniversity of Management and Technology (UMT)
Lecture 3Introduction to Human-Computer Interaction - Part III
Virtual University Human-Computer Interaction
Virtual University- Human Computer Interaction2 Imran Hussain | UMT
Murder - Murder
• 1981
• System Installation Manager receives a call from Sheriff dept.
• “Your terminal is dead. Come and get it”
• Caller insisted that he should come in person to collect the “Dead Body”
• Cause of death Two bullets fired from close proximity.
Virtual University- Human Computer Interaction3 Imran Hussain | UMT
In the Last Lecture …
• Understand significance of HCI– Reasons for negative effects
• Plane Crash Reasons
• Fundamental Truths about Computers
• Feature Shock
Virtual University- Human Computer Interaction4 Imran Hussain | UMT
In the Last Lecture …
• Understand the nature of humans and computers
• Software Apartheid
Virtual University- Human Computer Interaction5 Imran Hussain | UMT
What is the Relationship between Software Engineers and Apartheid?
• Apartheid– Racial segregation; specifically : a policy of segregation and political and
economic discrimination against non-European groups in the Republic of South Africa
• Software Apartheid– Institutionalizing obnoxious behavior and obscure interaction of
software-based products
• Comparison of Social Activist and Software Engineers
• Institutionalizing apartheid
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Last Lecture - Revelations
“Acceptable levels of quality for software engineers are far lower than are those for traditional engineering disciplines”
“Software-based products not INHERENTLY hard to use
Wrong process is used to develop them”
Virtual University- Human Computer Interaction7 Imran Hussain | UMT
In Today’s Lecture …
• Effect of computer systems on human productivity, employee loyalty, revenue, and customer loyalty
• Computers + Information
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Effect of Bad Tools On People
• Have you ever used a hammer whose head is not properly fitted into the arm?
• Or a Screw whose head breaks / goes flat when you try to open it ?
• Lets look at an example from the Airline Industry … IFE– Computers now rule passenger cabin in addition to cockpit
• Prized employees– Spend most time with customers
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In-Flight Entertainment System (IFE)
Interior of Plane
IFE
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IFE
• Senior Staff was declining more desirable Long routes• Past- Manual Cash Collection• In Flight Entertainment with strict Cash Collection System.
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Result
• Loss of Customer Loyalty
• Loss of Employee Loyalty
• Loss of Revenue
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What should be done
• Purposefully design humane and forgiving software, that is• Inclusive• Forgiving• Profession-blind• Class-blind
• Software-based products affect us all, sometimes fatally
• Software-based products not INHERENTLY hard to use– Wrong process is used to develop them
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Industry in Denial
• People who rush to believe in the benefits of the computer – In their rush have abdicated their responsibility to make these products easy to use.
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Industry in Denial
• Computerized Devises are Everywhere– Highly sophisticated– Powerful
• BUT– Dauntingly Difficult to use– Confusing to Use
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Industry in Denial – Contrasting Views
• Techies– Satisfied– Belief in Technology– Power of Products
• People– Difficult to use– Diminishes and Degrades people who must use it as in IFE case
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Reality
• Our lives are becoming more and more dependent on the whims, fancies, disasters and decisions of hi-tech industry
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Video Clip
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Rage! Rage! Rage!
Road RageTrolley Rage
Air RageWork RagePC Rage
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Techno Rage – The New Rage in Town
• Looks like this guy was suffering from “Computer’s Tourette”– In Tourette’s Syndrome people uncontrollably swear and get into rage
• Was this clip real?
• Advertising campaign for surveillance computers from Loronix Information Systems in Colorado originally launched back in 1995
Virtual University- Human Computer Interaction20 Imran Hussain | UMT
Life Imitates Art
• 1 in every 4 computers has been physically attacked by its owner - Novatech (British PC Manufacturer)
• Almost ⅓ of people have physically attacked a computer – National Opinion Poll/Symantec
• 67% experienced frustration, exasperation and anger – National Opinion Poll/Symantec
• 70% swore at their machines – National Opinion Poll/Symantec
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PC Rage
• Over half of all working days lost to sickness in the UK are related to workplace stress - Priory Healthcare
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“Hopefully as technology improves and computers become ever more user-friendly, these attacks will
become less frequent”
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Engineers Belief
Engineers believe that since they made it, can use it, everyone can use it
“If WE can use it, YOU can use it. If you can’t, YOU must be STUPID”
“Users are stupid” – anonymous
“Users are dummies” – anonymous
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But wait, computers weren’t made FOR engineers
• I though it was made for normal human beings?!??!!
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Success Criteria in the New Economy
• Business success is all about managing relationships– Companies doing business on the
Web are focusing on how to retain and extend relationships with customers
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Success Criteria in the New Economy
• Success depends upon the ability of a business to effectively and efficiently meet customer needs and goals
Business
Success
User Experien
ce
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Success Criteria in the New Economy
Factors providing competitive advantage
high
low
User Experience
Technology
Business Strategy
manifestation of business strategy
enabling factor for user experience & business strategy
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Common Problems in the New Economy
• Scenario: A web site that is– Aesthetically beautiful– Technically perfect– Wonderful content– But users can’t find information!
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Findability
• Users can only find information 42% of the time – Jared Spool
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Findability
• 62% of web shoppers give up looking for the item they want to buy online
– Zona Research
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Findability
• 50% of the potential sales from a site are lost because people cannot find the item they are looking for
– Forrester Research
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The Result
• 40% of the users who do not return to a site do so because their first visit resulted in a negative experience
– Forrester Research
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Software Maintenance Costs
• 80% of software lifecycle costs occur after the product is released, in the maintenance phase - of that work, 80 % is due to unmet or unforeseen user requirements; only 20 % is due to bugs or reliability problems.
- IEEE Software
Virtual University- Human Computer Interaction34 Imran Hussain | UMT
Project Cost Estimation
• Around 63% of software projects exceed their cost estimates. The top four reasons for this are:
• Frequent requests for changes from users • Overlooked tasks • Users' lack of understanding of their own requirements • Insufficient user-analyst communication and understanding
- Communications of the ACM
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Return on Investment (ROI)
Scenario A Scenario B
Revenue Potential $100m $100m
User Experience Good Bad
Sales Lost 0% 50%
Revenue Lost $0m $50m
Actual Revenue $100m $50m
m - millions
Virtual University- Human Computer Interaction36 Imran Hussain | UMT
The End of Business As Usual
• Business success is directly related to the customer experience
• BOO.com, a $204m startup fails– BBC News
• Poor commercial web sites will kill 80% of Fortune 500 companies within a decade
- Jakob Nielsen
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The Death Knell
Products with a bad user experience deserve to
DIE !
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Computer + Information
+
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Sydney Olympics
• Bruce Lindsay Maguire vs Sydney Organising Committee for the Olympics Games (SOCOG)
• Allegation: SOCOG in breach the Disability Discrimination Act 1992 by failing to make accessible to him key parts of its web site
• vast majority of organisations with a web site must ensure that their web site is (within certain limits) accessible by disabled persons
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Computers are Everywhere
• Computer invasion has started
• Traditional notion of computers
• Computers are everywhere
• Computers will annoy, infuriate, and even kill
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Riddles for the Information Age
• Computer + Alarm Clock
• Computer + Camera
• Computer + Car
• Computer + Warship
• Computer + Airplane
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Summary of Introduction – Part II
• Understand significance of HCI– Reasons for negative effects
• Plane Crash Reasons
• Fundamental Truths about Computers
• Feature Shock
Virtual University- Human Computer Interaction43 Imran Hussain | UMT
Summary of Introduction – Part II
• Reality Check
• Understand the nature of humans and computers
• Software Apartheid
Virtual University- Human Computer Interaction44 Imran Hussain | UMT
Summary of Introduction – Part II
“Acceptable levels of quality for software engineers are far lower than are those for traditional engineering disciplines”
“Software-based products not INHERENTLY hard to use
Wrong process is used to develop them”
Virtual University- Human Computer Interaction45 Imran Hussain | UMT
What We Learnt Today …
• Effect of computer systems on human productivity, employee loyalty, customer loyalty and revenue
• Hopefully this has opened your eyes, mind, changed the way you think
Virtual University- Human Computer Interaction46 Imran Hussain | UMT
Human-Computer Interaction
HumanComputer
Interaction
Virtual University- Human Computer Interaction47 Imran Hussain | UMT
HCI – A Formal Definition
“Human-Computer Interaction is a discipline concerned with the design, evaluation and implementation of interactive computing systems for human use and with the study of major phenomena surrounding them”
-ACM/IEEE
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Next Lecture
• Basic concepts and terms in HCI– Some introduced today