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The New Computing: Ending User Frustration

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The New Computing: Ending User FrustrationPowerPoint PresentationAn Inspirational Muse: Leonardo da Vinci (1452-1519)Leonardo’s LaptopGoals for The New Computing1) Usable: Ending User Frustration1) Frequent frustrating experiencesApplication & System Crashes1) Time diary studySlide 101) ResultsSlide 121) Minutes lost – UMD & Towson1) Next StepsSlide 152) Universal Usability in Practice3) Useful: Generative TheoriesSlide 18Slide 19Slide 203) Activities and Relationship Table (ART)Slide 22The New Computing: Ending User FrustrationBen Shneiderman &Irina Ceaparu, Jonathan Lazar*, Katie Bessiere, John Robinson May 2002University of Maryland Human Computer Interaction Laboratory& *Towson UniversityA Systematic A Systematic Approach to Change to ChangeThe old computing is about what computers can do, The New Computing is about what people can dowww.cs.umd.edu/hcil/newcomputingAn Inspirational Muse: Leonardo da Vinci (1452-1519)Renaissance ManCombined science & artIntegrated engineering & estheticsBalanced technology advancement & human valuesMerged visionary & practicalLeonardo’s Laptop HCIL Symposium paying attendees will receive a copy around September 15.MIT PressOctober 2002Goals for The New Computing 1) Usable: Reliable& comprehensible 2) Universal: Diverse users & varied equipment 3) Useful: In harmony with human needs1) Usable: Ending User Frustration •Goal - make computer usage less frustrating•Identify top ten frustrations •Measure severity & frequency in lost time•Determine if the situation is improving•Related areas •Errors•Time delays•Emotional reactions1) Frequent frustrating experiencesNetworking & WebApplication & System Crashes1) Frequent frustrating experiences1) Time diary studySelf reports & observations (64 UMD & 47 Towson)•Pre-session survey: •demographic information•computer experience and attitudes•level of computer anxiety, mood•Users spent 1 hour & report their frustrating experiences•Post-session survey:•assess mood after the session•overall frustration level•loss of timeFlorida Institute of Technology (e3.se.fit.edu:5335/ufs)1) Results•Frustrating experiences: 228 145•Top problem sources: •web browsing•email•system (OS)•word processing•other internet use•video/audio software•chat and instant messaging•Top 3 approaches •knew how to solve •unable to solve•figured out• file browsers• programming tools• spreadsheet programs• graphic design programs• presentation software• database programs• hardware• Bottom 3 approaches• consulted manual/book• consulted online help• restarted the programUMD Towson1) ResultsFrustration scale01020304050607080901001 2 3 4 5 6 7 8 9Internet Applications Operating Systemtimed out/dropped/refused connections (32)error messages (35) crashes (16)long download time (23) freezes (24) wrong response (10) web page/site not found (17) missing/ hard to find features (23)slow response (8)email (15) crashes (13) unexpected message boxes (6)1) Minutes lost – UMD & TowsonEmailOSWeb browsingOther minutes lostProductive minutesTotal minutes: 94857968Total minutes lost: 425036521513568UMDTowson353294902 8771) Next Steps•Validate results with other users•professional •elderly•novice•Develop more precise monitoring software e.g. www.bugtoaster.com•Explore ways to improve:•Online help & help desks•Customer service & online communities•Education & training•Software & interface re-design2) Universal: Digital Divide Remains Troubling U.S. Department of Commerce, www.ntia.doc.gov/ntiahome/dn/0102030405060708090100 Less ThanHigh School High SchoolDiploma / GED Some College BachelorsDegree BeyondBachelorsDegreePercentSept. 2001Aug. 2000Dec. 1998Oct. 1997Percent of Internet Use by Educational Attainment2) Universal Usability in Practicewww.otal.umd.edu/uupractice/3) Useful: Generative TheoriesPredictive & explanatory theories are useful, but the big step forward will be  generative theoriesTheories of human needs to guide our invention of new technologies•Jefferson: Life, Liberty & the Pursuit of Happiness•Roosevelt: Freedom of speech & expression, religion, from want, from fear•Maslow: Hierarchy of human needs•Physiological•Safety•Love•Esteem•Self-Actualization•Covey: Living, Loving, Learning & Leaving a legacy 3) Theories of Human Needs•Relationships•Self (working on your own)•Family & Friends (2-50 close intimates)•Colleagues & Neighbors (50-5000 regular encounters)•Citizens & Markets (5000 and more)3) Human Needs for Relationships• Activities • Collect: Information • Relate: Communication• Create: Innovation• Donate: Dissemination 3) Human Needs for Activities3) Activities and Relationship Table (ART)Relationships Self Family & Friends Colleagues & Neighbors Citizenry & MarketsActivities Collect Relate Create Donate3) Future Directions• E-learning: The new education• E-business: The new commerce• E-healthcare: The new medicine• E-government: The new politics• Mega-creativity• Grander Goals & The Next


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