understanding how interfaces understanding how interfaces affect usersaffect users

Andy Edmonds, Nikhil Iyengar, Andy Edmonds, Nikhil Iyengar, Sajay Sadasivan, Vladimir Sajay Sadasivan, Vladimir

PaulenPaulen

OverviewOverview

affective aspectsaffective aspects expressive interfacesexpressive interfaces user frustrationuser frustration anthropomorphismanthropomorphism virtual characters: agentsvirtual characters: agents

Affective AspectsAffective Aspects

affective = producing emotional responseaffective = producing emotional response affective behavior could trigger an emotional affective behavior could trigger an emotional

response from othersresponse from others— e.g., Sad , Happy , Truste.g., Sad , Happy , Trust

affective computing – Ability for the computer to affective computing – Ability for the computer to recognize and express emotions as humans dorecognize and express emotions as humans do

Expressive Interfaces Expressive Interfaces expressive interfaces can be implementedexpressive interfaces can be implemented

— visually such as expressive icons , user generated visually such as expressive icons , user generated emoticons such as happy : ), Sad : (, Great job :Y, I 1 2 emoticons such as happy : ), Sad : (, Great job :Y, I 1 2 CU 2niteCU 2nite

— audio visually e.g., using interface agentaudio visually e.g., using interface agent

— audio e.g., You’ve got mail!, Welcome!, Goodbye, action audio e.g., You’ve got mail!, Welcome!, Goodbye, action that cannot be performedthat cannot be performed

Expressive Interfaces ( contd..)Expressive Interfaces ( contd..)

expressive iconsexpressive icons— provide feedback provide feedback

e.g., # the hour glass e.g., # the hour glass # the smiling Mac icon indicating that the # the smiling Mac icon indicating that the machine is booting machine is booting

— triggers an emotional response from the user triggers an emotional response from the user — conveys status of the system, e.g., dynamic icons like conveys status of the system, e.g., dynamic icons like

the recycle binthe recycle bin— assist the user in a task, e.g., interface agentsassist the user in a task, e.g., interface agents

spoken messages, e.g., Microsoft Money, phone agentsspoken messages, e.g., Microsoft Money, phone agents the more effective the use of imagery, the more the more effective the use of imagery, the more

engaging and enjoyable it can be (Mullet and Sano, engaging and enjoyable it can be (Mullet and Sano, 1995)1995)

Expressive Interfaces ( contd..)Expressive Interfaces ( contd..)

shapes, fonts, colors, and graphical elements define shapes, fonts, colors, and graphical elements define style of the interfacestyle of the interface

interface aesthetics have positive influence on user’s interface aesthetics have positive influence on user’s perception of usability (Tractinsky, 1997)perception of usability (Tractinsky, 1997)

the key is to have the right balance between and the key is to have the right balance between and usability and other design concerns like aesthetics.usability and other design concerns like aesthetics.— e.g., interface agents could prove to be annoying to an e.g., interface agents could prove to be annoying to an

experienced user especially when they distract them experienced user especially when they distract them from their workfrom their work

absence of balance will result in user frustrationabsence of balance will result in user frustration

User Frustration User Frustration

……on the web…on the web… gimmicksgimmicks error messageserror messages

— designingdesigning overburdening the useroverburdening the user appearanceappearance

User Frustration on the WebUser Frustration on the Web

the 50%the 50%rule illustratedrule illustratedwith the task fall-with the task fall-out in a web-basedout in a web-baseddemodemo

http://uzilla.net/uzilla/my/tools/fallouthttp://uzilla.net/uzilla/my/tools/fallout

Banner Frustration - PopupsBanner Frustration - Popups

Bad banner adsBad banner ads "An iVillage survey found 92.5 percent of "An iVillage survey found 92.5 percent of

its its users thought pop-ups were the users thought pop-ups were the most irritating thing about the Web most irritating thing about the Web and the ads damaged advertisers' and the ads damaged advertisers' brandsbrands. Similarly, an AOL study recently . Similarly, an AOL study recently found found user satisfaction increased in user satisfaction increased in inverse proportion to the number of inverse proportion to the number of pop-ups pop-ups visitors saw. This prompted the visitors saw. This prompted the company to cut back on the company to cut back on the format."..."iVillage and AOL's decisions to format."..."iVillage and AOL's decisions to nix (or reduce) usage of an ad format calls nix (or reduce) usage of an ad format calls a larger issue into question: a larger issue into question: Have online Have online publishers drafted formal policies or publishers drafted formal policies or guidelines related to user guidelines related to user experienceexperience?"..."an industry wide lack of ?"..."an industry wide lack of policies and guidelines indicates policies and guidelines indicates publishers' approach to advertisers and publishers' approach to advertisers and users is ad hoc and reactive."users is ad hoc and reactive."

In In Pop-Up Warfare: Is Peace Possible?Pop-Up Warfare: Is Peace Possible?, , Tessa WegertTessa Wegert

General dimensions of banner General dimensions of banner AnnoyanceAnnoyance

Error MessagesError Messages

key design heuristicskey design heuristics— degrade gracefullydegrade gracefully— prevent User Errorprevent User Error— speak the user’s speak the user’s

languagelanguage

Frustration – Error Messages (contd..)Frustration – Error Messages (contd..)

be Courteousbe Courteous avoid terms like fatal, error, invalid, bad, and avoid terms like fatal, error, invalid, bad, and

illegalillegal avoid long codesavoid long codes precision is neededprecision is needed context sensitive helpcontext sensitive help layered presentation – summary detaillayered presentation – summary detail e.g., e.g., http://www.web-graphics.com/404.htmlhttp://www.web-graphics.com/404.html

Overburdening the UserOverburdening the User

e.g., upgrading softwaree.g., upgrading software— results in extended fixing session results in extended fixing session

tweaking preferences, restoring tweaking preferences, restoring settingssettings

e.g., missing Plugins on the Webe.g., missing Plugins on the Web

Unpleasant InterfacesUnpleasant Interfaces

overloadedoverloaded flashingflashing gratuitous soundgratuitous sound featuritisfeaturitis childish designchildish design poor layoutpoor layout

Dealing with User FrustrationDealing with User Frustration

users vent it or take it out on other users?users vent it or take it out on other users? venting behavior could be unproductive venting behavior could be unproductive

and unpleasantand unpleasant solution:solution:

— Online help such as hints or contextualized Online help such as hints or contextualized adviceadvice

should computers say they’re sorry?should computers say they’re sorry?

Opinions!!Opinions!!

AnthropomorphismAnthropomorphism

anthropomorphism anthropomorphism - anthropology = study of humans and morphism = having a - anthropology = study of humans and morphism = having a specified formspecified form- it is the propensity people have to attribute human qualities - it is the propensity people have to attribute human qualities to objects to objects- for example talking toys (ActiMates - for example talking toys (ActiMates TMTM- Barney) or trees - Barney) or trees (Wizard of Oz)(Wizard of Oz)

well known phenomenon in advertising well known phenomenon in advertising

- drinks, breakfast cereals- drinks, breakfast cereals exploited in human-computer interactionexploited in human-computer interaction

- keywords= motivation & enjoyment- keywords= motivation & enjoyment

- make user experience more enjoyable and motivating - make user experience more enjoyable and motivating (Strommen, 1998), make people feel at ease, reduce (Strommen, 1998), make people feel at ease, reduce anxietyanxiety

You ChooseYou Choose

• ““Now Chris, that’s not right. You can Now Chris, that’s not right. You can do better than that. Try again.”do better than that. Try again.”

• ““Incorrect. Try again.”Incorrect. Try again.”

Which would you choose? Why?Which would you choose? Why?

The DebateThe Debate

““in favor” of anthropomorphism:in favor” of anthropomorphism:- makes system more interactive and fun- makes system more interactive and fun- strong factor in human motivation- strong factor in human motivation- harmless bit of fun- harmless bit of fun

““against”against”- could make people feel anxious or - could make people feel anxious or inferior (Shneiderman, 1998), e.g., inferior (Shneiderman, 1998), e.g., screen screen characters that wave their fingers at the characters that wave their fingers at the user.user.- poor anthropomorphic designs can - poor anthropomorphic designs can trigger user frustration and angertrigger user frustration and anger

Studies on AnthropomorphismStudies on Anthropomorphism

computers designed to flatter and praise users had a computers designed to flatter and praise users had a positive impact on how they felt about themselves positive impact on how they felt about themselves (Reeves and Nash)(Reeves and Nash)

Walker et al study shows that the users spent more Walker et al study shows that the users spent more time with an anthropomorphic design than a text only time with an anthropomorphic design than a text only designdesign

Sproull et al’s studies showed that interaction was Sproull et al’s studies showed that interaction was high for a talking-face display. But some users felt high for a talking-face display. But some users felt somewhat disconcerted and displeased.somewhat disconcerted and displeased.

many prefer the more impersonal:many prefer the more impersonal:- “Incorrect. Try again.”- “Incorrect. Try again.”

personalized feedback is considered to be less honest personalized feedback is considered to be less honest and makes users feel less responsible for their actions and makes users feel less responsible for their actions (e.g. Quintanar, 1982)(e.g. Quintanar, 1982)

Virtual charactersVirtual characters

cartoon and life-like characters appearing on cartoon and life-like characters appearing on our screensour screens

• agents to help search the web, characters in agents to help search the web, characters in videogames, learning companions in CBT’s, videogames, learning companions in CBT’s, wizards for installations, virtual newscasters, cyber wizards for installations, virtual newscasters, cyber pop-stars, pop-stars,

AdvantagesAdvantages

the agents provide a welcoming personality and the agents provide a welcoming personality and make the user feel involved with them.make the user feel involved with them.

provides for the lack of personal touch in the provides for the lack of personal touch in the cyber world.cyber world.

there can also be ‘intelligent’ functional aspects there can also be ‘intelligent’ functional aspects to an agent. They could communicate with other to an agent. They could communicate with other agents and gather information.-agents and gather information.-

"The "The Semantic WebSemantic Web is an extension of the current web in which is an extension of the current web in which information is given well-defined meaning, better enabling information is given well-defined meaning, better enabling computers and people to work in cooperation." computers and people to work in cooperation." -- Tim Berners-Lee, -- Tim Berners-Lee, James Hendler, Ora LassilaJames Hendler, Ora Lassila

DisadvantagesDisadvantages

agents lead people into false sense of belief, agents lead people into false sense of belief, enticing them to confide personal secrets or enticing them to confide personal secrets or expect a human intelligence.expect a human intelligence.

agents can be annoying and frustrating agents can be annoying and frustrating causing more harm than goodcausing more harm than goode.g. Clippy in MS Officee.g. Clippy in MS Office

the sense of trust developed in personal the sense of trust developed in personal contact with another person would not exist contact with another person would not exist with virtual agentswith virtual agentse.g. e-commerce assistants for transaction?e.g. e-commerce assistants for transaction?

Miss boo.comMiss boo.com

Miss boo Miss boo

a sales agenta sales agent

designed to be designed to be

persuasive and helpful like persuasive and helpful like

a sales woman in real world malls.a sales woman in real world malls.

Conversation with CybelleConversation with Cybelle http://www.agentland.com/http://www.agentland.com/

Virtual characters: classificationVirtual characters: classification

in terms of the degree of in terms of the degree of anthropomorphism they exhibit:anthropomorphism they exhibit:— Synthetic charactersSynthetic characters— animated agents animated agents — emotional agents emotional agents — embodied conversational agentsembodied conversational agents

Synthetic characters -Silas the Synthetic characters -Silas the dogdog

(Blumberg, 1996 - MIT)

autonomous, with internal states and able to respond to external events

Animated agentsAnimated agents

often cartoon-like they play a often cartoon-like they play a collaborative role at the interfacecollaborative role at the interface

e.g. Herman the buge.g. Herman the bug(Lester et al, 1997(Lester et al, 1997

Intellimedia)Intellimedia)

Emotional agentsEmotional agents

these have a pre-defined personality and set of these have a pre-defined personality and set of emotions that the user can manipulate. emotions that the user can manipulate.

they could be used as a reflection of the user’s they could be used as a reflection of the user’s mood.mood.

The Woggles, Bates, 1994

Embodied conversational agents- Embodied conversational agents- emulate human conversationemulate human conversation

Human-like body and Human-like body and

use gesture or non-verbal use gesture or non-verbal

communication (facialcommunication (facial

expressions, winks)expressions, winks)

while talking.while talking.

Sophisticated AI techniquesSophisticated AI techniques

used to enable this form of interactionused to enable this form of interaction

http://gn.www.media.mit.edu/groups/gn/projects/humanoid/http://gn.www.media.mit.edu/groups/gn/projects/humanoid/ Cassell, 2000, MIT

Rea, real-estate agent, showing a Rea, real-estate agent, showing a user an apartmentuser an apartment

Believable agentBelievable agent

believability refers to the extent to which believability refers to the extent to which users come to believe an agent’s users come to believe an agent’s intentions and personalityintentions and personality

Appearance Appearance Simple cartoon-like characters are found to be Simple cartoon-like characters are found to be

more believable as compared to realistic more believable as compared to realistic characters, resembling the human form.characters, resembling the human form.

Behaviour Behaviour How an agent moves, gestures and refers to How an agent moves, gestures and refers to

objects on the screenobjects on the screenExaggeration of facial expressions and gestures Exaggeration of facial expressions and gestures

to show underlying emotionsto show underlying emotions

An Agent for youAn Agent for you

Talking buddyTalking buddy

http://greetings.talkingbuddy.com/texis/open/greetings?http://greetings.talkingbuddy.com/texis/open/greetings?edit=read&from=group+2&fromemail=ssadasi@clemson.edu&to=HCI+class&toemail=sajay@clemson.edu&song=Light+My+Fire&phrase=Youre+the+Best&char=Merlin&message=hi+class+hope+you+are+having+fun.edit=read&from=group+2&fromemail=ssadasi@clemson.edu&to=HCI+class&toemail=sajay@clemson.edu&song=Light+My+Fire&phrase=Youre+the+Best&char=Merlin&message=hi+class+hope+you+are+having+fun.+no+we+did+not+find+a+better+song+no+we+did+not+find+a+better+song