Slide 1Slide 4Slide 5Slide 6Slide 7Slide 9Slide 10Slide 11Slide 12Slide 13Slide 14Slide 15Slide 16Slide 17Slide 18Slide 19Slide 20Slide 21Slide 22Slide 23Slide 24Slide 25Slide 26Slide 27Slide 28Slide 29Slide 30Slide 31Slide 32Slide 33Slide 34Slide 37Slide 381User-Centered Design and Development Instructor: Franz J. KurfessComputer Science Dept.Cal Poly San Luis ObispoFJK 20054484-W10 Quarter•The set of slides I use in class is close to the one in the PowerPoint Custom Show “484-W09”. Since I’m using mostly Keynote now, I use the “Skip” feature to achieve a similar result. 45Chapter 9User-Centered ApproachesFJK 20056FJK 2005Motivation•understanding the users can be enhanced by design methods that explicitly involve users•task and context analysis can provide objective information about needs and requirements•participatory design method can elicit unbiased user input•collaboration between users and designers can increase motivation7FJK 2005Objectives•identify the potential benefits of user involvement •be familiar with the main principles of user-centered approaches to interaction design•be aware of the benefits and difficulties of ethnographic approaches•integrate participatory design methods when appropriate9Overview •Why involve users at all?•What is a user-centered approach?•Understanding users’ work–Coherence–Contextual Design•Involving users in design–PICTIVE–CARD10Why involve users at all? •Expectation management –Realistic expectations –No surprises, no disappointments–Timely training–Communication, but no hype•Ownership –Make the users active stakeholders–More likely to forgive or accept problems–Can make a big difference to acceptance and success of product11Degrees of user involvement •Member of the design team–Full time: constant input, but lose touch with users–Part time: patchy input, can be stressful–Short term: inconsistent across project life–Long term: consistent, but lose touch with users•Newsletters, other dissemination devices –Reach wider selection of users–Need communication both ways•Combination of these approaches12How Microsoft involves users•Users are involved throughout development –‘activity-based planning’: •studying what users do to achieve a certain activity (task) –usability tests •Office 4.0 had over 8000 hours of usability testing–internal use of products•by Microsoft staff–customer support lines13Activity: User Involvement in Open Source•How does user involvement for open source products differ from commercial products?14User-centered Approach•early focus on users and tasks–directly studying cognitive, behavioral, anthropomorphic & attitudinal characteristics •empirical measurement–users’ reactions and performance to scenarios, manuals, simulations & prototypes are observed, recorded and analysed•iterative design–when problems are found in user testing, fix them and carry out more tests15Early focus on users and tasks•users’ tasks and goals–driving force behind the development •users’ behavior and context of use –product is designed to support them •users’ characteristics –captured & designed for •users are consulted throughout development, –from earliest phases to the latest–their input is seriously taken into account •design decisions –taken within the context of the user, their work and their environment16Understanding users’ work •important for design, interaction•ethnography–study and description of different cultures•from anthropology: ‘writing the culture’–participant observation–the outcome of ethnographic studies is difficult to use in design17Framework for using ethnography in design•distributed co-ordination–distributed nature of the tasks & activities, and the means and mechanisms by which they are co-ordinated•plans and procedures –organisational support for the work, such as workflow models and organisational charts, and how these are used to support the work•awareness of work–how people keep themselves aware of others’ work18Coherence•a method that offers appropriate questions to help address these key dimensions•example:–Distributed Coordination: •How is the division of labor manifested through the work of individuals and its co-ordination with others?–Plans and procedures•How do plans and procedures function in the workplace?19Contextual Design•developed to handle data collection and analysis from fieldwork for developing a software-based product•used quite widely commercially•Contextual Design has seven parts: –Contextual inquiry, –Work modelling, –Consolidation, –Work redesign, –User environment design,–Mock-up and test with customers, –Putting it into practice20Contextual Inquiry•an approach to ethnographic study –user is expert, designer is apprentice•a form of interview, but–at users’ workplace (workstation)–2 to 3 hours long21Main Principles Contextual Inquiry•Context–see workplace & what happens•Partnership–user and developer collaborate•Interpretation–observations interpreted by user and developer together•Focus–project focus to help understand what to look for22Work Modeling•In the interpretation session, models are drawn from the observations:–Work flow model•the people, communication and co-ordination–Sequence model•detailed work steps to achieve a goal–Artifact model•the physical ‘things’ created to do the work–Cultural model•constraints on the system from organizational culture–Physical model•physical structure of the work, e.g. office layout23Consolidation•a contextual inquiry yields a set of models–one for each user/developer pair–need to be consolidated into one view of ‘the work’•affinity diagram–organizes interpretation session notes into common structures and themes–categories arise from the data –diagram is built through induction•work models consolidated into one of each type24Mock-up and Testing•construction of a prototype that can be used for important activities•users perform the activities–measurements of performance–feedback from users–observation of usersFJK 200625Putting it into Practice•development of the final product•deployment•additional evaluation and testing•refinements to the productFJK 200626Participatory Design•Scandinavian history•Emphasizes social and organisational aspects•Based on