a study of how to implement human characteristics in eye...

Humanized technology A study of how to implement human

characteristics in eye tracking interactions with Tobii EyeX

PAOLA ALONSO CHAPEL BJANKA COLIC

Master of Science Thesis Stockholm, Sweden 2016

Humanized technology A study of how to implement human characteristics in eye

tracking interactions with Tobii EyeX

Bjanka Colic Paola Alonso Chapel

Master of Science Thesis MMK 2016:112 IDE 184

KTH Industrial Engineering and Management

Machine Design SE-100 44 STOCKHOLM

Abstract

This thesis has been done in collaboration with the Swedish eye tracking company Tobii AB, at the department Tobii Tech. The purpose has been to investigate what humanized technology means and how Tobii’s product EyeX can enhance a more natural and humanized interaction with the computer. This work has been conducted throughout an explorative approach; using secondary sources from relevant literature and qualitative studies; divided in a theoretical and practical part. Firstly, a theoretical part was conducted to gain general knowledge about the eye tracking and its different areas of implementation. Currently, eye tracking can be found in various fields of research and communication tools for people with neurological disabilities. Contrary to those application areas of eye tracking, EyeX is aimed for the consumer and gaming market and therefore the work is limited to able-bodied users. This was continued by research concerning: human interactions and humanization in human-computer interaction. The theoretical part of this project created a foundation for how relationships are created and how emotional aspects of human characteristics could possibly be related to computer interaction. It also described how a meaningful and lasting relationship could be created with computers and their various features by the means of habits. Furthermore, the work continued with the practical part: three workshops, performed to further understand the relevance of the results from the related work and qualitative data collection through interviews and observations with EyeX users. By the end of the user study it could be assumed that emotional aspects of human characteristics was essential for the development of interfaces and therefore should be implemented in human-computer interactions. Finally, a supplementary workshop was conducted to clarify how emotional and abstract factors could easier be related to practical eye tracking and computer features. Also, two evaluation methods were created for evaluating humanization and emotional aspects in features/products. Keywords: Eye tracking, humanized technology, UX design, stickiness, human interaction

Master of Science Thesis MMK 2016:112 IDE 184

Humanized technology

A study of how to implement human characteristics in eye tracking interactions with Tobii EyeX

Bjanka Colic

Paola Alonso Chapel

Approved

2016-06-20

Examiner

Claes Tisell Supervisor

Sara Ilstedt

Commissioner

Tobii AB

Contact person

Ida Nilsson

Examensarbete MMK 2016:112 IDE 184

Mänsklig teknik

En studie om hur mänskliga egenskaper kan implementeras i eye-tracking interaktioner med Tobii

EyeX

Bjanka Colic

Paola Alonso Chapel

Godkänt

2016-06-20

Examinator

Claes Tisell Handledare

Sara Ilstedt Uppdragsgivare

Tobii AB

Kontaktperson

Ida Nilsson

Sammanfattning

Detta examensarbete gjordes i samarbete med det svenska eye tracking företaget Tobii AB, på avdelningen Tobii Tech. Syftet med arbetet var att utforska termen mänsklig teknologi och undersöka hur deras produkt EyeX i högre grad kan skapa naturligare och intuitivare interaktioner med datorn. För att åstadkomma detta har ett explorativt tillvägagångssätt, uppdelat i en teoretisk och praktisk del med sekundära, godtagbara källor och kvalitativ datainsamling.

Examensarbetet initierades med den teoretiska delen i syfte att erhålla generell kunskap om eye tracking och dess nuvarande tillämpningsområden. Idag används eye tracking främst i forskningssyften och som kommunikations- och interaktionsverktyg för funktionshindrande. Tvärtemot dess nuvarande användningsområden, är målet med EyeX är att nå ut till konsument- och spelmarknaden och därmed har examensarbete begränsats till icke funktionshindrande. Den teoretiska delen fortsattes med: mänskliga faktorer och mänskligare människa-dator interaktioner. Detta utgjorde en bas för att skapa en förståelse för hur mänskliga relationer skapas och hur mänskliga emotionella faktorer skulle kunna kopplas till datorinteraktion.

Vidare i arbetet gjordes den praktiska delen: tre workshops, för att utreda relevansen av resultatet från litteraturstudien och en kvalitativ datainsamling i form av intervjuer och observationer av EyeX användare. Användarstudien visade att emotionella faktorer är viktiga vid design utav gränssnitt och därmed bör användas vid utveckling av människa–datorinteraktioner.

Slutligen, för att undersöka till vilken grad mänskliga aspekter skulle kunna användas, gjordes ytterligare en workshop, där fakta från litteraturstudien användes för att koppla till praktiska tillämpningar av eye tracking och datorinteraktioner. Slutsatserna av arbetet resulterade i utvecklingen av två utvärderingsmetoder för att analysera mänsklig teknologi: en designguide uppbyggd på frågor för att utveckla mänskligare datorinteraktioner.

Nyckelord: Eye tracking, mänsklig teknologi, UX-design, ‘stickiness’, mänsklig interaktion

Acknowledgments

This master thesis work has been performed in collaboration with Tobii AB, at the Tobii Tech department, during the time period of February to June 2016. The report completes our studies at The Royal Institute of Technology, KTH, in the field of Industrial Design Engineering, a track held by the Master’s program in Integrated Product Design. We would like to give thanks to all members of the UX Team at Tobii Tech that have helped guided us through this process. Thanks Rebecka Lannsjö, Erland George-Svahn, Dennis Rådell for continued feedback during the project. We are deeply thankful to Martin Dechant, of the UX team, who provided considerable help and guidance for the structure of this thesis. Furthermore we would like to give a special thanks to our supervisor Ida Nilsson, also a member of the UX team, who has been a great sounding board and contributed to relevant discussions and direction. Other contributing parts for this project have been Björn Thuresson, who helped guide the project in the right direction, and all user study participants that provided with valuable insight, without which this project could not have been accomplished. Lastly, we would like to express our greatest gratitude to our supervisor at KTH, Sara Ilstedt, who gave continuous encouragement and guidance throughout the project process.

Content

1. Introduction ............................................................................................................................. 1

2. Related work to eye tracking ................................................................................................. 42.1 Technology ......................................................................................................................................... 4

2.1.1 Eye tracking applications ............................................................................................................. 6

3. Related work to humanized technology ................................................................................ 83.1 Human interactions ........................................................................................................................... 8

3.1.1 Emotions ...................................................................................................................................... 83.1.2 Human senses ............................................................................................................................... 83.1.3 Human relationships ................................................................................................................... 10

3.2 Humanized technology in HCI and UX ......................................................................................... 113.2.1 Recognizing human emotions HCI ............................................................................................ 123.2.2 Evoking human emotions in HCI ............................................................................................... 123.2.3 Human relationships in HCI ....................................................................................................... 133.2.4 Habits and technology ................................................................................................................ 163.2.5 Suggested definition for humanized technology ........................................................................ 19

4. Enhancing humanized technology with EyeX .................................................................... 204.1 Tobii EyeX eye tracker .................................................................................................................... 204.2 Methodology ..................................................................................................................................... 22

4.2.1 Workshops and Brainstorming methods .................................................................................... 224.2.2 User study I - Beta users ............................................................................................................ 244.2.3 User study II - Expert users ........................................................................................................ 264.2.4 Methods for Analyzing the user findings ................................................................................... 274.2.5 Concept development ................................................................................................................. 294.2.6 Method discussion ...................................................................................................................... 29

5. Results .................................................................................................................................... 325.1 Workshop results ............................................................................................................................. 32

5.1.1 Trust and security ....................................................................................................................... 325.1.2 Collaboration .............................................................................................................................. 335.1.3 Feedback .................................................................................................................................... 335.1.4 Adaption ..................................................................................................................................... 345.1.5 Curiosity ..................................................................................................................................... 345.1.6 Enjoyment .................................................................................................................................. 34

5.2 Customer Journey Map .................................................................................................................. 345.2.1 Expectations ............................................................................................................................... 355.2.2 Initial bonding ............................................................................................................................ 365.2.3 Learning ..................................................................................................................................... 375.2.4 Continuous use ........................................................................................................................... 395.2.5 Establishment of relationship ..................................................................................................... 40

5.3 Results from the Concept Workshop ............................................................................................. 40

6. Methods for creating humanized technology ..................................................................... 426.1 Emotional scale for users ................................................................................................................ 426.2 Checklist for UX-designers ............................................................................................................. 43

6.2.1 Relationship bonding .................................................................................................................. 436.2.2 Emotional aspects ....................................................................................................................... 44

6.2.3 Habits ......................................................................................................................................... 44

7. Conclusions ............................................................................................................................ 46

8. Discussion............................................................................................................................... 488.1 Emotional relationship to EyeX ..................................................................................................... 48

8.1.1 Trust and security ....................................................................................................................... 488.1.2 Collaboration .............................................................................................................................. 488.1.3 Feedback .................................................................................................................................... 498.1.4 Adaption ..................................................................................................................................... 498.1.5 Enjoyment and curiosity ............................................................................................................. 49

8.2 Implementation of humanization ................................................................................................... 49

9. Future possibilities ................................................................................................................ 529.1 Differentiating and humanizing the product for general computer use ..................................... 529.2 New market - Ergonomic purposes ................................................................................................ 52

References ..................................................................................................................................... 53

Appendix A. Mind Map of Important Humans Factors ......................................................... 1

Appendix B. Current UX in connection to human factors...................................................... 2

Appendix C. Role play scenarios ............................................................................................... 4

Appendix D. Important factors for a long lasting relationship .............................................. 5

Appendix E. Triggers.................................................................................................................. 6

Appendix F. Beta study diary .................................................................................................... 7

Appendix G. Interview guide for Beta users ............................................................................ 8

Appendix H. Interview guide for EyeX expert users ............................................................. 10

Appendix I. Exercise for the concept development workshop .............................................. 11

Appendix J. Customer Journey Map for Gamers ................................................................. 12

Appendix K. Customer Journey Map for non-gamers.......................................................... 13

Appendix L. Humanization checklist for UX designers ........................................................ 14

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1. Introduction

Human aspects are increasingly more significant for all sorts of product development projects and creating humanized products and technologies has become a trend (Extend Limits 2016). The term: humanized technology implies a technology that adapts more to human characteristics and modes of communication. Previously, human beings have adapted to technology and learned to use it, despite the lack of intuitive and natural interactions. Mouse and keyboard are two examples of how interactions have developed to facilitate computer use. To continue this course of development it is suggested that eye tracking is a natural extension of human interaction (Porta & Ravelli 2009) and could enable more humanized and fluent interactions with the computer (Liebling & Dumais 2014). The first eye trackers were built in the 19th century; they were technically challenging and uncomfortable for the participants (Holmqvist et al. 2011). Today it has become a more common and convenient technique to be counted on in various areas of research and users can choose between a large variety of systems and manufacturers (Holmqvist et al. 2011). Despite the potential of eye tracking and the enormous growth in recent years (Holmqvist et al. 2011), it is mostly used as an aid for disabled people with neurological difficulties (Porta & Ravelli 2009; Kumar, Paepcke, et al. 2007), or recently in market research e.g. usability studies of websites (Duchowski 2007). In December 2015 Tobii Tech launched their eye tracker device EyeX (Tobii Tech 2016) created mainly for gamers to enhance their gaming experience through features such as natural targeting and infinite screen (UK 2015). One of the leading words for Tobii Tech is humanized technology and Tobii Tech has tried to implement various human aspects into the EyeX product (Tobii 2016b). The aim is to create features that are more natural to humans in both interaction and behavioral aspects both in games but also general computer use (EyeX 2016). To try to extend eye tracking to the consumer market, which is the goal of Tobii Tech (Tobii 2016a) one approach is to investigate if more human characteristics could be included to enhance the user satisfaction. UX design is considering human experiences and translating them to interfaces or products (Kim 2015). An interesting starting point was to firstly explore the term humanized technology by investigate humans, understand how these factors are applied in UX and product development and later implement these inputs for new product design concepts for the eye tracking device EyeX. An important aspect of this master thesis project was to try to implement another approach to eye tracking. Currently, the research about eye tracking techniques is focused on efficiency and finding solutions for improving the low accuracy (Yeoh et al. 2015; Jalaliniya 2016) the market, the eye tracker is mainly used as an input device for disabled people (Porta et al. 2010; Kumar, Building, et al. 2007). Hence, this master thesis project is investigating how eye tracking could be used to create more humanized interactions with computers for able-bodied users and in the end two evaluation methods are going to be presented as an aid to Tobii and for their future development of EyeX. The large research question needing to be answered during this project was: How could EyeX enhance a more natural and humanized interaction with the computer for general use? To answer this question several subtopics had to be answered and resolved and these were stated with the following questions:

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What is ‘humanized’ technology and how can it be applied in UX?

Which aspects are important for a long lasting relationship of products and humans?

How is the relationship between the EyeX device and its users?

How are habits created and the stickiness of the product improved?

How could Tobii use these insights to better create future features for EyeX? Present these insights as evaluation methods for Tobii to use in future development processes.

To be able answer the question, the work is divided into three parts described in Figure 1:

Figure 1. The three large parts of the master thesis project and their content.

Finally, as both time and knowledge within programming areas were limited, it was decided that the results presented should not contain prototypes or mockups, and instead rather be left on a conceptual stage; improvements were suggested, static visualizations of some ideas have been done, however these were not developed into functioning proposals or prototypes. Another limitation in this project was the chosen direction in the HCI field. Today HCI is divided into affective computing, where the aim is to have computers that understand the users, recognize their face and eye movements and UX – design, where the aim is to evoke emotions and create positive experiences for the users. The later was chosen in this project as it was more suitable for the purpose of the work and was more in line with the objective of Tobii.

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2. Related work to eye tracking

Today eye trackers are relatively easy and user-friendly, used in various areas both in research, market study and most recently in games (Duchowski 2007; Lankes et al. 2014). Below, are a short introduction of the technology, application, current issues and possibilities. 2.1 Technology

The most crucial fact about the eye for understanding eye tracking is the differences between the foveo-peripheral vision i.e. the detailed image and the overall picture. The perception of details is obtained through the fovea in the center of the retina (Duchowski 2007) see Figure 2. In other words, fixations are eye movements that stabilize the object of interest on the highest resolution area, the fovea (Cantoni & Porta 2014). Fixations could be misleading as the eye is never still but performs small micro-movements: tremor, micro saccades and drifts, however, when the eye remains relatively still over a period of time to gather information (Holmqvist et al. 2011). Eyes are moved in a particular way to bring various ranges of the visible field of view into high resolution, so they could be seen in fine detail (Cantoni & Porta 2014). Often, our attention is diverted to the objects with regions of interest. Approximately 90 % of the human vision is spent on fixations, during which the information is gathered (Duchowski 2007). Ultimately, longer fixations mean an increased cognitive activity. In between the fixations, when the attention is switching to another area, the eyes perform rapid eye movements, called saccades (Duchowski 2007). During saccades the vision is suppressed and the eye is unable to focus (Duchowski 2007). Another important feature in eye tracking is gaze. Gaze could be defined as direct looking at any object, person of direction, while eye contact is considered when gaze is directed at another’s eyes (Bohannon et al. 2013).

Figure 2. Illustration of the eye (Duchowski 2007, p.19)

The eye tracker is providing the possibility to follow someone’s eye movements, as the gaze is being detected (Cantoni & Porta 2014). Furthermore, by tracking someone else’s gaze you are

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automatically investigating the path of attention of the observer, which in turn provides with the knowledge of how the environment is perceived by the user or observer. Eye tracking could be used in two types of applications (Cantoni & Porta 2014). In the first application type it is used as a tracker, a passive sensor that monitors the eyes to determine what the user is watching. In the second type the eye tracking has an active role in the integration between the computer and the user, which is going to be further investigated in this report. According to Duchowski (2007) there are four main classes of eye movement measurement methodologies; Electro-Oculo Graphy (EOG), which records electric potential differences with scleral contact lenses (search coil), using a lens to measure precise eye movements; Photo-Oculo Graphy (POG) or Video Oculo Graphy (VOG) which measures features during eye rotations and video-based combined pupil and corneal reflection. Nowadays Video-Based Combined Pupil-Corneal Reflection (Remote Eye Tracking) is mostly used (Duchowski 2007). The technology uses infrared light to create reflection patterns on the user’s eyes, a high rate camera can capture images of the user’s eyes and complex algorithms are used to determine the positions of the user’s eyes and the gaze points on the device screen (Purits & Söderback 2013). Compared to earlier generations of eye tracking this method is automatic, i.e. the focus does not have to be set manually, which leads to easier and faster calibration that users can perform by themselves (Holmqvist et al. 2011). Figure 3 below shows how the technology works in relation to optics. PR stands for Purkinje lines, which are the corneal reflections on the eye. Measuring the distance between the first purkinje line and the center of the pupil makes it possible to determine eye movements separated from head movement (Duchowski 2007).

Figure 3. Purkinje images (Duchowski 2007, p.57)

To calculate where someone is looking by using the video-based eye tracking method, there are three steps: image acquisition, image analysis and gaze estimation (Holmqvist et al. 2011). Briefly described, the image of the eye is captured by the camera and sent for analysis. Secondly, the position of the face and the eyes are detected in the image, followed by having algorithms extracting the pupil and corneal reflection from the image. Finally, various geometricals in combination with the calibration data are mapping the position (x,y) of the pupil and corneal reflection. The system has its weaknesses in: sensitivity in pupil dilation, extreme gaze angles

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and difficulty in calculating pupil center due to descending eyelid and disturbances from eye lashes (Holmqvist et al. 2011). 2.1.1 Eye tracking applications

It is increasingly common that eye tracking is used as a means of studying and observing human behavior (Purits & Söderback 2013), to obtain knowledge about what the user is experiencing on the screen to increase the usability (Duchowski 2007) and aesthetically important locations in images (Santella et al. 2006). The main focus has been on limited interaction for disabled users (Kumar, Paepcke, et al. 2007) resulting in specialized applications that apply dwell-time and blink. It is less known that eye tracker technology has begun to expand to the consumer market, mostly in gaming and mobile application (Lankes et al. 2014) and that it also could be used as an input device in general computing for able-bodied users, similar to a mouse (Yeoh et al. 2015). Zhai (1999) was one of the first to combine hand movements and gaze in his MAGIC pointing to include able-bodied users in the development. Today, the eye tracking technique holds promises in a variety of situations: in environments away from the desk (e.g. working with laptops) (Porta et al. 2010), in allowing users to increasingly hold their hands on the keyboard (Kumar, Building, et al. 2007) and in terms of more direct and fluent interactions (Yeoh et al. 2015). From a human perspective, eye movements are initiated 70 ms earlier and subsequently followed by hand movements and therefore motivating that the use of eye tracking could be faster (Liebling & Dumais 2014) and could minimize the mouse movements to mitigate the problems of repetitive strain injury (RSI) related to computer mouse use (Sibert & Jacob 2000). More importantly, gaze interaction is believed to be a natural extension of the human interaction (Porta & Ravelli 2009) as it uses the natural activity in the human eyes and would not demand the users to learn a new technique (Sibert & Jacob 2000). Knowing what the user is looking at could help to create a more natural interface e.g. saccades are of significant interest as they provide a measure of changing focus or attention, which is of high importance for a better HCI experience (Liebling & Dumais 2014) Ultimately, gaze interaction should be considered as the future design interface (Sibert & Jacob 2000) as it emphasizes on natural human practice, requires little conscious effort and frees the hands for other activities (Yeoh et al. 2015). Also, the eyes contains information about current tasks, the state of the individual and implicitly indicates the area of user’s attention, which suggest that eye gaze interaction is a good candidate as a future input method (Sibert & Jacob 2000). Despite the opportunities and interest for eye tracking and gaze-based interaction, there are crucial problems needed to be solved before the eye tracker could be well-established on the consumer market. The most significant challenge for the algorithms is to improve the accuracy; making a more robust gaze estimation algorithm, better common grounds for understanding fixations and minimizing the noise from pupil/corneal reflection location (Holmqvist et al. 2011). Other issues connected to the technical aspects are: challenges of calibration, changing lighting conditions and optical properties of visual aids such as glasses and contact lenses, lack of analogous functions for single-clicking and double-clicking etc (Zhang et al. 2008; Yeoh et al. 2015; Jalaliniya 2016; Ashmore & Duchowski 2005). Also the physiological limitations of the human eye pose challenges e.g. inherent jittery, involuntary movement (tremors, drifts,

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microsaccades) as well as the limited size of our fovea (Zhang et al. 2008; Yeoh et al. 2015; Ashmore & Duchowski 2005; Jalaliniya 2016). Various ideas have been presented in hope of minimizing these issues. Kumar and Winograd (2007)proposed a Gaze enhanced UI design with three practical applications for an improved pointing, application switching and scrolling. A practical gaze-based solution, EyePoint was presented, done by a two-step interaction: look-press-look-release (Kumar, Paepcke, et al. 2007): holding a hotkey to bring up a magnified area and later release to select. Similarly, Yeoh et al (2015) presented three gaze + click alternatives: the letter assignment (assigning letters to hyperlinks), offset menu (the use of hotkey) and ray selection (radial menu). Others, focused on optimizing the scrolling function (Porta & Ravelli 2009; Ishii & Kobayashi 1992) e.g. EyeGrip that tried to use the natural Optokinetic Nystagmus eye movements (eye movements that occur when following objects in motion while the head remains stationary), to detect when automatic scrolling should occur or not (Jalaliniya 2016). It has been discussed that to be able to improve the accuracy, the targets should be larger either through zoom (Bates & Istance 2002), target expansion (Miniotas et al. 2004) or enlargement of specific areas (Ashmore & Duchowski 2005). Ashmore (2005) also proposed the alternative solution to use a fisheye lens to locally magnify the display. Furthermore, Zhang (2008) tried to increase the stability of the eye cursor by introducing three methods: force fields (a magnetic field to attract the mouse cursor), speed reduction and warping on target. Other research papers have also considered new design or concepts of the cursor to compensate for inaccuracy and facilitate the use (Kumar, Paepcke, et al. 2007; Porta et al. 2010; Blanch & Ortega 2009). An alternative solution has been to introduce EyeGestures similar to the Firefox Web browser plugin mouse gesture application (Drewes & Schmidt 2007). Gaze based interaction techniques are proposed to be the next type of computer devices going mainstream (Yeoh et al. 2015). However, there are still various issues and challenges to solve, in particular in creating value for user in everyday computing. The previous work has shown that eye tracking devices are considered more natural (Sibert & Jacob 2000; Yeoh et al. 2015; Kumar, Building, et al. 2007), however their work all solely showed examples of solving the problems with accuracy, instability in the eye movements and improve efficiency and not focusing on attractiveness of the technique by naturalness, ease and humanization of the technology, which is the future challenge for HCI.

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3. Related work to humanized technology

This section presents a review of how human beings interact and how emotional aspects have previously been related to HCI and UX. An investigation concerning important aspects for continuous relationships are related to computer interaction to finally define the term humanized technology. 3.1 Human interactions

This section describes the emotional and sensual aspects of human interactions that are fundamental for human relationships and interactions. In the Appendix A, a mind map summarizing the findings on human beings can be found. 3.1.1 Emotions

Emotions play an essential role in our everyday life, and they are also crucial for rational and cognitive functions e.g. being a core part in decision making, perception, learning, planning, action selection and memory (Milanova et al. 2012; Hudlicka 2003; Dolan 2016) Not only are emotions important for cognitive processes, they also guide human control of behavior and are an aid in valuing various events and environments in terms of desirability (Hudlicka 2003; Dolan 2016). Humans interact with each other as well as with the society, which consequently leads to expectations imposed upon those who interact, and creates cultural differences, attitudes and values (De Mooij 2014). On a neuroscientific level, emotions are the outcome of a complex system. The sensorial organs process environmental external signals that go through dedicated parts of the brain where they are being interpreted as meaning, and lastly creating emotions (Maiocchi 2015). Humans store various interpretations of the same situation in form of experience, feelings and emotions and later apply the most appropriate outcome for future situations (Maiocchi 2015). Hence, they are essential in social interactions as other people’s emotional states can be perceived by others thanks to prior experience with emotions, and also help us engage in other people’s lives (Adolphs 2003). Furthermore, emotional experiences can be gained from various sources, e.g. beauty of the nature. Artifacts produced by humans can also stimulate emotions and feelings, such as art and music (Blood & Zatorre 2001; Adolphs 2003; Taura et al. 2011). 3.1.2 Human senses

To understand human emotions and interactions it is necessary to understand what type of external signals the sensorial organs process and interpret (Maiocchi 2015). Humans perceive the world through the senses: vision, hearing, touch, smell, and taste and using all the senses simultaneously and multimodal increases the perception of information, and helps to perform tasks in an intuitive way (Bordegoni 2011). Table 1, shows the five human senses in relation to human social behavior and computer interaction.

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Table 1. The five human senses and their relation to human social behavior in regards to implementation in HCI

Sense Vision Hearing Touch Smell Taste

Human social behavior

Eye contact Face expressions Gestures Body language

Silence Language Intonation of speech, tone convey emotions and meaning (Dolan 2016)

Physical touches Convey social messages: hug, Tactility (Haans & IJsselsteijn 2006; MacLean 2008)

Relation between smell and social human behavior has not been found (Adolphs 2003)

Not been investigated

Relevance for HCI

Visual feedback is the main communication mode between the user and computer

Increasingly more important mode of feedback e.g. Siri, voice signals etc

Mostly implemented in mobile technology as vibration

Perceived as irrelevant for HCI

Perceived as irrelevant for HCI

The human visual system is important in communication especially with non-verbal cues e.g. emotions are normally manifested in recognizable behavioral patterns, communicated in forms of non-verbal cues (Dolan 2016; Knapp & Hall 2002). Non-verbal communication includes: body language, facial expression, eye contact, gestures, movements, posture, touching and vocal behavior and additionally cues such as icons, indices and symbols (Knapp & Hall 2002). Eye contact is one of the most important and fundamental non-verbal cues in social interactions (Bohannon et al. 2013; Farroni et al. 2002). It plays an essential role in perceived trust, formation of impressions (from the other person), emotion and compliance (Bohannon et al. 2013). Studies have shown (Bohannon et al. 2013) that having the ability of eye contact with your conversational partner increase the information input and also reduces misunderstanding and inaccuracy. Another crucial aspect of eye contact is gaze, which is explained by mutual eye contact. Gaze directed at another’s eye tells if the person is present or absent and what emotions that could be perceived. This interpretation of the eye gaze can be gathered for experiential information, and re-applied in similar situations, which is essential for developing understanding of other's emotional state (Farroni et al. 2002). Eye contact is important during social interactions and people look each other in the eyes for several reasons: to get feedback, to ensure that the communication channel is open, and also to avoid social rudeness (since it is not socially accepted to avoid eye contact while speaking) (Argyle & Dean 1965). Gaze is a powerful director

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of attention; our attention tends to follow the gaze of another person. Additionally, it can also influence the perception of attractiveness and likeability of another person, as liking has been shown to correlate with the amount of gaze and the total percentage of time spent on looking (Soo et al. 2014). The human face-to-face communication is the richest medium that provides immediate feedback: a direct response through a nod, a word, a new question, etc., will encourage a continuative interaction (Ichimura & Mera 2013; Bohannon et al. 2013) through vision or speech. It is used to exchange information, reduce the uncertainty in decision-making process and also to produce meaning messages (De Mooij 2014). Facial expressions are movements of facial muscles in response to a person’s emotional state or social communication (Chang et al. 2014). Facial expressions are the most intensively monitored non-verbal cues in everyday life and are also decoded faster than words (Scholl 2013) and therefore they play an essential role in human face-to-face interaction (Chang et al. 2014). People are extremely skilled at decoding others’ emotional states through facial expressions such as fear, happiness and also make fast detection of changeable configurations of faces e.g. eye movements, lift of a eye brow, and also mouth movements. Facial cues can help us detect gender, identity, emotions and personality traits (Adolphs 2003). Even blushing could be seen as a hidden sign of communication and could be interpreted as a sign of shyness, anger, lying and attraction (Petrilli 2015). Gestures are typical cultural signs as well as a method of enhancing the verbal language. They could be characterized into four different groups: greeting gestures, beckoning gestures, insulting gestures and touching gestures. Hand gestures are universally recognized and convey specific information to others. Furthermore, people also mimic each other, their gestures, and movements when they show interest, attraction or likeability to another person (Chartrand & Bargh 1999). Some researchers also observe that mimicry and analogous postures and movements are correlated to liking and empathy in humans (Soo et al. 2014). The physical distance to each other could also be a sign of non-verbal communication and could be interpreted to give privacy or to isolate, or on the contrary as an insulting act to intrude your private zone (De Mooij 2014). 3.1.3 Human relationships

Belonging is a fundamental need of human beings; maintaining social bonds, enhancing close relationships and establishing friendships and partnerships. While impaired social relationships reduce the positive feelings of meaning and belongingness, close friendship are linked to the feeling of finding meaning of life (Lambert et al. 2013). Furthermore, according to (Baumeister, R.F. and Leary 1995) two aspects are highlighted in terms of human relationships:

1. People need frequent personal contacts; interactions that are experienced as affectively positive or pleasant.

2. People need interpersonal bonds with others that are marked with stability, affective concern and continuation in the foreseeable future (security).

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When people feel that they are being accepted, included and welcomed it leads to positive emotions, which is a requirement for a healthy and enforcing relationship. Also the symbol of lastingness and continuity is a crucial part for immortality of a relationship and the inclusiveness in a group or society (Lambert et al. 2013). Positive relationships are also signaled through various physical stimuli like: touching each other, close interpersonal distance, forward lean, mutual eye-contact as well as head-nodding, smiling, elated vocal expression etc (Scholl 2013). Philippot and Feldman (2004) discuss the necessity of positive emotion during the formation, development and maintenance of social bonds. These aspects of creating interpersonal relationships can be combined with the fundamental values of the need to belong (Baumeister, R.F. and Leary 1995) and describe the process of creating a relationship (Philippot & Feldman 2004), which in this case has been divided like in Figure 4:

Figure 4. The 3 phases of relationship bonding and the actions they constitute.

Philippot and Feldman (2004) also discuss the importance of collective agency in relationship forming, which concerns shared understanding of how to react in situations. Two important social rituals in regards of showing an understanding of situations, and creating lasting relationships, are greeting and farewells. They possess the character of assuring others of a continuous relationship between them, a relationship that has remained since last time and will last into the foreseeable future (Baumeister, R.F. and Leary 1995). 3.2 Humanized technology in HCI and UX

HCI development has long focused on usability and making interactions more functional and connected to user needs, however neglecting the knowledge about how experiences and emotions are shaped and evoked by interactions (Benyon 2014). The recent years HCI researchers have put their attention on users’ emotions, designing user interfaces in connection to two preliminary areas; recognizing or evoking human feelings (Jung & Love 2008). Research has shown that people interact with computers as if they were real social actors (Reeves & Nass 1996; Kim & Moon 1998), which means that emotions, social rules related to human interactions, need to be better incorporated in mediated environments. Designers need to account for human behavior, emotions and social interactions such as feelings of frustration and anger as well as joy and content.

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3.2.1 Recognizing human emotions HCI

Affective computing is the field of HCI where computers and technology is developed to recognize and express human emotion (Martin et al. 2013). Human emotions include the feelings a person experiences that can be shown through various physical features such as;, facial expressions, heart rate, gestures, pupil size, prosody, posture etc. Affective computing is inspired by human social interactions by focusing on making the computer have and recognize human emotions (Jung & Love 2008). Researchers of emotion recognition have found various physiological aspects for understanding human behavior, some of which can be connected to the face and eyes, such as; pupil size, eye movements variation, facial expression (Lanata et al. 2011). One method for emotional recognition is a facial action coding system called FACS, which is used for understanding emotions related to facial expressions (Ekman & Friesen 1978). What the methods for affective computing have in common is the focus on cognition, recognition and understanding of human reactions and relating them to emotions. One challenge with affective computing is to create algorithms that can detect human behavior, as it requires advanced pattern recognition (Soo et al. 2014). 3.2.2 Evoking human emotions in HCI

As a contrast to the affective computing approach, user experience (UX) focuses on evoking positive emotions (Hassenzahl & Tractinsky 2006), meaning that using products or interfaces should involve memorable experiences (Overbeeke et al. 2004). The user should always be in the center of the experience, focusing on aspects that bring the user motivation, feelings or desire (Kim 2015). Some emotional aspects of human interactions can be related to current UX aspects described below, see Appendix B for a complete table of connected factors. Diverse experience permits the imagination to thrive, give humans knowledge and affects the personal development (Wright et al. 2006; Kim 2015). Human imagination is a great tool when designing the context because it lets users complete experiences by themselves (Wright et al. 2006). This can also be used by creating simple interactions, which give complex reactions (Senger 2004), since humans react with emotions and feelings to all kind of situations (Benyon 2014). Through engaging experiences the sense of time and space changes (McCarthy, John J 2007). Developing for emotions such as absorption and enchantment, which are ways of altering the spatio-temporal sense, can keep users focused on specific experiences (Benyon 2014; McCarthy, John J 2004). Spatio-temporality can also contribute to technology being seen as an extension of the self (Benyon 2014); like wearing glasses gives the perception that they are part of the physical body; and in that way change the perceived space where the interaction occurs. Other ways of altering the spatial sense is using virtual environment, which can also add to the enjoyment of the experience. Looking from an experience perspective the perceived beauty can also affect the user’s emotional engagement (Overbeeke et al. 2004). Norman (2004) describes aesthetics and design to have three levels that can be used when designing an interface: visceral, behavioral and reflective. The visceral reaction is described by the way people “Really need to buy this” but they do not know why, while design that works on a behavioral level is focused on

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usability and function and provides a subconscious sense of pleasure and satisfaction. On the reflective level, conscious reactions, a person's self-image (Kim 2015; Brandtzæg et al 2004), memories and experiences are significant. These are feelings evoked after using something a long time or having knowledge that connects a product or interface to pleasure and beauty. Furthermore, providing feedback lets the user know that they are in the environment and interacting with the interface, much like situations in physical spaces (Benyon 2014). It is a way of connecting the interface to fundamental human interactions, since humans give feedback continuously during an interaction. Norman (2004) states that the behavioral level in humans is dependent on feedback especially touch and feel, and the addition of several senses can increase the level of engagement (Kim 2015; Hummels 2000; Norman 2004)). Giving feedback on the user’s presence, and by that evoke emotions, could also be accomplished by dynamical interfaces (Kim & Moon 1998). This manner of showing that the user changes and leaves traces in the environment, and that other users do the same, is a way of visualizing interactions much like a real environment (Benyon 2014). Social relationships and predictable environments constitute safe areas in people’s lives, and therefore creating technology more consistent with social and physical rules, would result in a more enjoyable technology for users.

3.2.3 Human relationships in HCI

The core of interactions is about people having an exchange of opinions, of thoughts, of emotions, words, physical objects and gestures (Fleming & Koman 1998). Interactions on and with the computer are as complex as the interactions off the computer, and it is beneficial to understand both (Fleming & Koman 1998). Interactions between individuals and computers (or new media) are fundamentally social and natural, just like our interactions in real life (Reeves & Nass 1996). Ultimately, humans put effort in relationships for the same reason they invest time and energy in products and services (Eyal 2014). Relationships and friendships are important in life and therefore people make an effort to get and preserve them (De Mooij 2014). Similar to good friendships is the relationship with products, the more engaged people are or the more effort is invested, the more both parties benefit (Eyal 2014). The term humanized technology implies a technology that adapts more to human characteristics and not forcing the human to learn to use it, corresponding to Norman’s core idea (2013) - a world in which we don’t struggle to understand objects, instead they are designed to understand us. Since people evaluate a product or service based on experience, not just interactions, a good user experience should be inspired by human experiences of good relationships (Kim 2015) to truly enable long lasting human-product relationships. Communication is essential in human lives (De Mooij 2014) and practicing design should primarily be about creating interfaces that communicate in a way that humans understand them (Fleming & Koman 1998). Research about user experience so far has revealed a clear connection to human experience. Observation of the areas of human relationships shows that various factors are applicable in HCI as described in Table 2.

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Table 2. Illustrating the link between human relationships and HCI.

Area Link between humans and HCI

Unique stories and rituals

Various situations with different people are stored with associated emotions, hence human relationships are created by stories and affective value that is remembered. By promoting the creation of rituals people obtain emotional memories of an experience they want to remember, similar to mediated experiences (Mugge et al. 2005).

Engagement and absorption

People remember activities that are engaging and fun. Absorption in activities change the perception of time and provide a deeper experience, similar to being immersed in technology can lead to an extension of the self (Benyon 2014).

Adaption

People adapt their real environment to personal needs. Adapting means that the user changes a product (using cases to your smartphone) or environment (decorating your home) to fit their personal needs and self image.

Continuous curiosity and development

Obtaining knowledge on how to navigate an environment in different manners can be seen as a skill, e.g. learn to use a new software makes users feel good and accomplished, and it will keep them wanting to learn more because it is challenging and developing (Overbeeke et al. 2004).

Trust and security

Trust and security are connected to the need of belonging, which is necessary for a deep and long lasting relationship (Baumeister, R.F. and Leary 1995). With a product or service trust and security can mean that it will not break and that the information shared with it will not be transferred to other parties.

Sharing knowledge

People share knowledge, impressions and emotions through conversations and social meetings (De Mooij 2014). In HCI sharing knowledge can be translated by providing relevant feedback and understanding the user's commands and needs.

Collaboration

Teamwork is a basic human reaction that leads to feelings of inclusiveness and mutual cooperation. In HCI social behavioral changes can be made if the

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users feel they are working as a team and helping each other (Reeves & Nass 1996).

Matching personality

It is very common that people mimic each other as a sign of interest, attraction and likeability (Chartrand & Bargh 1999). Accordingly, applications and products that fit our self-image and in some way reflects our identity will be more appreciated (Norman 2004).

Significant influence in daily life

For human-human interaction it is more about creating a routine and share a story with a loved one, while for HCI it is more about creating habits around an important factor of the life, which can take place in different forms e.g. various application that people can’t live without.

According to Reeves and Nass (1996) the characteristics of human and computers have a direct link except in the concept of control. They discussed that the most significant difference is that in a mediated context the user has control over the environment whereas this factor is absent in a physical context (ibid). Furthermore, Reeves and Nass (1996) explained how a direct design connection could be made between social relationships and human-media relationships by following the rules of social science and the physical world. An example of this is politeness. Politeness is essential in creation of a positive interaction for humans and it is something people practice automatically, no matter if the respondent is a computer or human. Reeves and Nass (1996) showed that when media violates social norms, such as the example of being impolite, the violation is viewed as social incompetence and it is offensive. To create a more “polite” computer a set of politeness principles applied on humans also should work for computers, seen in Table 3. These same factors are relevant for web design, showing a clear link between HCI and human-human interactions (Fleming & Koman 1998):

Table 3. The similarities in human behavior and computer actions in terms of politeness.

Set of politeness

Human behavior Computer actions

Quality Speakers should say things that are true.

Provide with relevant information according for what is searched for.

Quantity Saying neither too much or too little

Design menu systems which present a single work or at most one word for each option Providing users with error messages that allow the users to set a level of sophistication that could be understandable

Relevance You contribute solely with what the

Icons that represent possible actions could be highlighted and the other dimmed. One aspect of relevance that is ignored in interfaces is response to user goal.

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conversation demands

Clarity Presenting ideas and statements clearly and well

Avoid ambiguity, only one meaning and use icons that are generally understood. Constructing navigation paths on web pages to be clear e.g. having simple icons that are understandable

3.2.4 Habits and technology

Especially important for creating lasting relationships is everyday use and artifacts becoming a regular part of the daily life, which can be summarized as habits. Habits are important part of our lives as they are programmed behaviors that are guiding people in their everyday actions (Duhigg 2012). What is even more important is the structure of everyday life activities creates a sense of stability and safety (Lauridsen et al. 2015). Habits are defined as “behaviors done with little or no conscious thought without mindful awareness” (Eyal 2014, p.16) and formed through repetition (Duhigg 2012). The potential for a product to become a habit-forming commodity is determined by two factors: frequency (how often the behavior occurs) and perceived utility (how useful and rewarding the behavior is in comparison to other alternative solutions) (Eyal 2014). An example is personal technology (mobile or computer) which made their way into people’s everyday life, creating new habits for billions of people mainly due to their frequent use and utility (Lauridsen et al. 2015). To create habit-forming products, The Hook Model is presented (Eyal 2014). The model is characterized by four phases, where each phase in various ways is pulling the user back to the product. Also Duhigg (2012) presented a habit loop similar to Eyal’s model with three steps: cue (the trigger), routine (physical, emotional and mental) and reward. Despite the similarities between the two habit models, Eyal’s model from 2014, was selected to focus on for this master thesis work, as it was believed that the fourth step is essential to a deeper understanding of the creation of habits, see Figure 5.

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Figure 5. The habit loop in the hooked model with description of the 4 phases.

Triggers

Triggers are cues that influence your daily behavior and could be external or internal. External triggers are cues embedded with information that direct the user to the next step to achieve the desired user action e.g. a Coca Cola vending machine with the text ‘Thirsty’ and then offering a description of how to purchase a bottle. External triggers are divided into earned triggers (favorable press mentions), relationships triggers (one person telling about other about the product or service), owned triggers (users getting continuous notifications). Internal triggers are, contrary to external triggers, coupled with a thought, emotion or routine. These types of triggers have high influence over the user’s daily life as the triggers automatically direct the user to the connected behavior. An example is a person using Instagram every time she/he fears that a special moment will not be preserved and therefore lost forever (Eyal 2014).

Action

This phase is describing how to get the user to perform the desired action consisting of three required factors to initiate any behavior (Eyal 2014). Firstly, the user needs to have sufficient motivation to initiate the behavior. Secondly, the user has to have the ability to complete the desired action. Finally, a trigger has to be presented to activate the behavior. To increase the likeliness of the action, the required effort, both physical and mental have to be minimized. Below are six elements of simplicity, factors that will minimize the difficulty of performing an action (Eyal 2014).

1. Time: how long time it takes to complete an action 2. Money: the cost of performing the action 3. Physical effort: how much work or labor that is invested in the action 4. Brain cycles: how much mental effort that is required to complete an action 5. Social deviance: how is the behavior accepted by others 6. Non-routines: How much it disrupts existing routines

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Variable reward

To retain the users’ engagement and hold our attention, the products need to deliver continuous novelty and perform as expected. The variability factor is needed to keep the users excited about the experience. Rewards are essential for keeping the user returning to the product and making the effort it takes to learn the new habits worth it. Simply put, rewards are powerful as they satisfy human cravings (Duhigg 2012). Variable rewards are divided into three forms: rewards of the tribe (rewards that makes us feel accepted, attractive, important and included such as social media), rewards of the hunt (the need and reward of acquiring physical objects such as checking off all your emails) and reward of the self (reward to gaining competence and mastering various skills). To successfully implement an alteration in behaviors, users have to be presented with a choice between using their old routines of performing a task and using a more convenient way to fulfill existing needs. This means that the users cannot be forced to use new techniques or products, they have to want to use them.

Investment

Before the users can completely manage to change their behavior, they have to invest in the product, similar to a human relationship. The more time or effort that is invested in the product or service, the users increasingly value it. The essence of changing behavior is changing the attitudes and therefore the perception of a product: cognitive dissonance, storing value and creating content. Products or services that are socially accepted and work well with our previous experiences would make us value the products more. Secondly, if the users store value into the product, e.g. software that can adapt to our needs, it automatically becomes an investment product. Thirdly, collecting and saving memories and experiences, such as pictures, increases the personal investment which makes the user less keen to change to another programme/product. From the investment phase, the next trigger brings back the user to the service or the product. To create a sustainable habit, the product or service has to be used through the Hook Model in multiple cycles; increasingly creating a stronger bond between the product or service and the user, making the user rely on the product to solve their problems until new habits are formed.

Habits and stickiness

Habits are the human behavior of frequent and unconscious use, while stickiness specifically concerns the relationship between customers and users (Croll & Yoskovitz 2013). Stickiness is measured by the amount of value people get from the product and how engaged they are in it (Croll & Yoskovitz 2013), which relates to the creation of habit-forming products. The attachment people feel for various products is an emotional bond that exists between the user and an object with special meaning. This is accompanied with more protective behaviors towards the product and often develop a last-lasting relationship (Mugge et al. 2005), as a proof that the product/service is important in the users’ lives (Croll & Yoskovitz 2013). Creating habit-forming products could lead to increased stickiness, as they both signify that users get hooked and return back. Looking into the example of social media a large amount of stickiness has been built in which has made it become so widespread by having the hooked loop aspects of rewarding people

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in various ways, such as; information flow, social interaction needs, entertainment purposes etc (Lauridsen et al. 2015). Stickiness is measured by the amount of value people get from the product and how engaged they are in it (ibid), which relates to the creation of habit forming products. 3.2.5 Suggested definition for humanized technology

The term humanized technology could be described as a technology more adapted to human characteristics and not the opposite (Extend Limits 2016). A good example of products forcing humans to learn and adapt to them are: the computer mouse and keyboard (Harper et al. 2008). The philosopher Eric Fromm (2011) explained that to be able to create a better society, technology has to include humanistic values and be accompanied by emotional experiences. Introducing human factors into the technical and social development would allow the well-being of human to prosper (Fromm 2011). The technology has rapidly developed and computer has increasingly obtained a higher position in our lives, being embedded in all our daily activities from buying food to paying bills (Lauridsen et al. 2015; Harper et al. 2008). This has allowed for creation of new experiences, allowing us to inhabit virtual worlds with people from various parts of the globe (Harper et al. 2008). Despite, the technological development and the changes it has brought, some aspect will remain the same: the characteristics that makes us essentially human, the need for belonging (Baumeister, R.F. and Leary 1995), the wish to be part of a group, the need for safety and comfort (Harper et al. 2008). The results from the literature study follow a similar direction. Whether technology means that we need to bring human values and emotions forward or better understand them, they need to be central to how we comprehend and design for a changing and more intuitive world. Concluded from the literature study, humanized technology is the development of products and features that keep the user engaged by addressing important emotions and experiences in human relationships. It should in the same way as UX be influenced by the human-technology experience and designed to make the interaction more natural, memorable and highlight the emotional rewards, similar to human relationships.

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4. Enhancing humanized technology with EyeX

The large question needing answer during this project was: How could EyeX enhance a more natural and humanized interaction with the computer for general use? To answer this question several subtopics had to be answered and resolved and these were stated with the following questions. Answers for the first two question emerged in the related work connected to this master work thesis, and were summarized for further investigation by practical research. Concerning the last questions, these could only be answered by users of the EyeX and was therefore to be examined by conducting user studies.

What is ‘humanized’ technology and how can it be applied in UX?

Which aspects are important for a long lasting relationship of products and humans?

How is the relationship between the EyeX device and its users?

How could habits be created and the stickiness of the EyeX improved?

How could Tobii use these insights to better create future features for EyeX? Present these insights as evaluation methods for Tobii to use in future development processes.

This section focuses on the EyeX product, and furthermore the methodology and practical methods that are needed for concluding how the research questions can be answered. 4.1 Tobii EyeX eye tracker

The EyeX device is a video-based pupil/corneal reflection and is used together with the mouse, touchpad, or/and keyboard to provide the user with control over the device. The Tobii Tech Eye tracker EyeX, seen in Figure 6, is today mostly used in gaming to target with your eyes; i.e. providing control in two directions (Tobii Developer Zone 2016) such as driving a car and shooting at the same time, it is also used in areas like character recognition. The characters come to life, as the integration becomes better in games and situations can be handled simultaneously (UK 2015). The benefits in games are the opportunity of having another pointer and obtaining the knowledge of what the game user is looking at and therefore is interested in. The EyeX device is relatively new, launched in December 2015 on the market with gamers as the target group (Central 2016). In January, MSI released the first integrated eye tracker in their gaming computer; being the first gaze enabled laptop on the market (ibid).

Figure 6. The Tobii EyeX controller (Tobii 2016b)

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For general users EyeX is not used in the same extent. An ordinary usage of Eye X could be divided into three steps:

1. Out of the box (installation and mounting): downloading the software from the Tobii’s website, installing it on the computer and mounting the hardware onto the computer.

2. Calibration: collection of variations in data from the user to enable a correct user profile to optimize precision and accuracy in the device.

3. Usage: enable everyday computer interactions to go smoothly and enhance a more natural and intuitive experience both in games and in general computer use e.g. navigation (Tobii 2016b)

One of the leading words for Tobii Tech is humanized technology and Tobii Tech has tried to implement various human aspects into the EyeX product. The aim is to create features that are more natural to humans in both interaction and behavioral aspects (EyeX 2016). The current features and their connection to human manners are presented below in Table 4.

Table 4. Current EyeX Interaction features and how they are humanized.

Feature Description Human aspects

Presence features: Windows Hello, dim-screen, auto lock and stay awake (Tobii 2016b)

EyeX detects if a person is present, and through that dims or locks the screen when the user is absent. Windows Hello, provide users with a more natural login function where passwords are substituted with face recognition to log in automatically.

People notice others as they walk into a room or as they sit in front of you.

Application Switcher: Select app @ gaze (EyeX 2016)

EyeX provides visual feedback on the gaze point with the aim simplify the switching between applications and windows.

People switch focus and tasks regularly.

General features: (EyeX 2016)

With EyeX, the users make direct interactions by zooming on maps where they look, scrolling in the observed window, and moving the mouse cursor to the gaze position during simple navigation on the computer screen.

People interact directly and naturally with other people e.g. addressing a person when she or he speaks to you.

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4.2 Methodology

The thesis is based on an explorative research (Håkansson 2013) where the aim was to identify the term humanized technology and investigate how applicable human characteristics are in HCI and for humanizing the EyeX device. Explorative research is conducted when the problems are not clearly defined and when the aim is to investigate, explore and develop familiarity with a new concept e.g. humanized technology (ibid). This method usually relies on secondary research such as available literature and qualitative approaches e.g. interviews, which was considered appropriate for this work. The process is divided into two parts: starting with a theoretical section containing related work in areas of eye tracking and humanized technology, which was already presented, followed by a practical part, containing user studies, see Figure 7. The methods for the theoretical part were not presented as no particular method was used, however, the methods used for the practical part will be presented below. Finally, the outcome of the work was presented and summarized as methods for evaluating the humanization in products and features.

Figure 7. Project process steps.

4.2.1 Workshops and Brainstorming methods

The goal of the initial brainstorming sessions was to collect information, thoughts and ideas around the initial research and understand users’ current relationship with computer in order to develop new concept features. This was done by exploring how people connected important bond-creating factors to; current products, their computers and the eye tracker; with different brainstorming exercises to promote creativity. The total brainstorming time was 1-1,5 hour to use the optimal time for creativity sessions suggested (Kelley & Littman 2001). In total, three workshops were conducted with various exercises; see further descriptions in Table 5 and below:

Table 5. The description and goals of the two types of workshop.

Creative people workshop The first workshop was held for ordinary computer

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users in creative design fields, it was seen as a test-workshop to evaluate the exercises and the time plan. The goal was to find new inspiration and concept ideas by mainly focusing on the human-computer relationship.

Company workshop Participants came from various areas of the Tobii Tech department such as UX designers, developers and quality assurance (QA). The two workshops for Tobii were focusing on how the human factors could be implemented in UX design, most importantly new features for the eye tracker EyeX.

Roleplay/Bodystorming

The role-playing (or body storming) exercises are good for creating an atmosphere of creativity and engagement where participants interact as they would in a defined situation. The exercise has been used at IDEO with good result (Kelley & Littman 2001), and in this case it was used to study how the interaction between humans and computers can be changed to enhance the user experience. The goal was to gain insights on how the computer should react and give feedback to improve the user experience in situations of frustration or enhance the experience in a situation of accomplishment. Participants were divided in groups of two and given a scenario to role-play, with one playing the character of the user and the other playing the computer, all three scenarios can be seen in Appendix C. This exercise was solely used in the creative people workshop.

Focus group discussion about the relationship with computers

This exercise was performed to obtain deeper qualitative information about users’ relationship and emotions to the computer, similar to focus groups this method allowed the participants to freely address the topic of creating relationships with computers (Stickdorn & Schneider 2011). By asking the question “What does your computer mean to you?” and letting the participants individually write down important words and feelings, concerning their relationship with the computer. These written down thoughts, which participants got to present, worked as a foundation for a deeper discussion about human-computer relationships in the whole group.

Rating of relationship factors

As various important relationship bonding factors had been found in the initial research these were presented on a sheet, see Appendix D, to brainstorming participants to see how they connected the factors to a product they felt they had a good relationship to. By instructing participants to rate their three most important factors from 1-3 for a short time and then leaving them to explain and motivate their rating. For the creative workshop this was done individually. However, for the company it started individually in the same manner as the test workshop but continued by letting the participants, in pairs or groups of three, connect the factors perceived as most important to the use of eye tracking.

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Triggers

This exercise used actions and activities, important for a positive and committed relationship with a human or product combined with several human emotions. Information about how people connected these actions and emotions; in the company workshops also connected to eye tracking; was collected. This was studied to gain a profound understanding of how abstract values such as “routine” and “expectations”, are and can be connected in regular daily life, in computer use and in use of eye tracking. The participants chose one blue paper note, which contained the action, and one pink note, with the emotion, and fastened these on a blank sheet of paper to connect them in various ways, see Figure 8 and Appendix E. Allowing participants to connect the words and give opinions from their experiences, produced more tangible inspiration for the forthcoming research and idea generation.

Figure 8. Trigger exercise relating the words “Routine” and “Expectations” to human interactions and HCI.

4.2.2 User study I - Beta users

Due to the novelty of the product, the user group is still relative small, and focused on gaming. Therefore, a beta study was performed, with technology-interested people that possessed a computer with the correct system requirements. The duration of the test period was set to three weeks as a trade-off between the time needed for participants to learn the new features of the device, and the strict time limit for the thesis. A small interview was conducted before the test period to understand users expectations and prior knowledge of eye tracking. A diary was given during the first interview for participants to fill out during the test weeks. After the testing period, observations were performed to examine how the users’ computer interaction with EyeX looked and felt, followed by semi-structured interviews to gain insight about their experiences, feelings and problems with the eye trackers that were encountered during the three test weeks. The number of EyeX eye trackers that could be lent by the company Tobii determined the number of participants chosen for this test; five participants, two women and three men. The participants were people between 24-47 years old currently living in Stockholm, Sweden, see Figure 9 for specific age. They all had an interest in technology or background technical fields, either being students at a technical university or having work experience in technical fields.

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Figure 9. The beta users’ specific gender and age.

Diary study

To work as an aid and complement to the interviews, the beta users received a diary, see Appendix F, where they on a daily basis had to fill in comments about daily activity, feelings, learning process etc. The aim with the diaries was to primarily understand if the feelings, experiences, and attitudes towards the eye tracker had changed during the test period and in that case, in what direction. Secondly, it was a good complement to the interviews for both parties. The users could use the diary to recall problems they encountered and feelings they experienced or similar.

Observations

When working with an innovation project where the emphasis is on creating new concepts from a user centered perspective without a purely problem solving character it is important that the work is based on qualitative research and user insights (Stickdorn & Schneider 2011). To understand the emotional state of the user during utilization of a product, simply collecting data from interviews could occasionally portray the wrong image. Therefore, it was decided to conduct observations in connection to the interviews of the participants. The aim of the observations was to gain values, feelings and impressions of the interaction between the user and the eye tracker and how it affects the overall collaboration with their PC. The observation was of a more structured form, where the users were asked to complete easy, everyday tasks e.g. web browsing, navigating, text editing, changing windows etc. Meanwhile standing behind or next to the users, see Figure 10, the behavior and reactions were decoded and recorded and questions were asked e.g. “Why did you do that?”, “How did you feel about navigating on this web page”, etc.

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Figure 10. Pictures from the observations with three of the beta users.

Interviews

Interviews were performed to find deeper insight from the participants, grasp their emotions and experiences connected to the process of learning to use and interact with the device. The interviews had a semi-structured form, based on a constructed interview guide, Appendix G. To delve deeper into the minds of the users, the ‘5 Why’ process was used in the interviews (Stickdorn & Schneider 2011). 4.2.3 User study II - Expert users

The group of so-called ‘experts’ of EyeX is narrow due to the novelty of the technology and the widespread geographical area of users. These factors posed problems in finding, and contacting users, thus gaining their insights. A survey was created with the goals of reaching current users and creates the possibility to contact them for further interviews. To get in contact with the current users, a Net Promoter Score (Reichheld 2003) was created together with the marketing team at Tobii Tech and put on the website. As seen in the Figure 11, the question “How likely is it that you would recommend the Tobii EyeX eye tracker to a friend?” was asked by letting users answer by rating the likeliness from 0 to 10, accompanied with a comment. A final question requested their e-mail address to possibly contact them for further questions.

Figure 11. Net Promoter Score on Tobii EyeX website.

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Around 100 answers were collected and 15 users answered that they could be contacted for a further interview. However, after contacting them, only one, 28 years old user, wanted to be further interviewed. The interview was conducted to provide with a deep understanding of the current problems and benefits with eye tracking, questions can be seen in Appendix H. Furthermore, the aim was to understand and capture the participant’s point of view on a qualitative basis about the problems and the future of EyeX. Additionally to the current Tobii EyeX users, an interview was conducted with an experienced eye tracking user using other types of eye trackers. This user stated that she used eye tracking mainly due to ergonomic problems and joint injuries, and provided with a different point of view than for the game users targeted by the EyeX currently. 4.2.4 Methods for Analyzing the user findings

The analysis was divided into two phases. Firstly, the brainstorming and the user study was analyzed individually. Later, all data was summarized and evaluated in total.

Methods for analysing the brainstorming

The analysis started with organizing the workshops by performed exercises, followed by open characterization, clustering insights and lastly evaluating the relevance to previous research. The initial exercise, Rating of relationships factors, consisted of a quantitative part, individual ranking, and a qualitative part, collection of insights. The individual rankings were counted and summarized into a general list with the most significant factors for creating a good relationship with a product. The qualitative analysis was achieved by open characterization of participants’ opinions, and supplemented by their own chosen selection of factors. The open characterization meant that the material was analyzed to identify patterns, giving an overview of the general important factors and their meaning, see Figure 12.

Figure 12. Participants rating of relationship factors with motivations and descriptions for these choices on post its.

This was followed by clustering insights from the Triggers exercise, which meant that various patterns between the triggers were explored and generalized. By linking these patterns to human

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relationship factors, such as trust and security, new angles were allowed to be seen and a more profound analysis could take place. This step led to a significant reduction of material and data and a more comprehensive picture. Lastly, with the research gathered from the related work and the analyzed data from the two exercises, emotional aspects with significant value for the further work emerged, see Figure 13.

Figure 13. Insights from workshops on post-its connected to emotional rewards of human relationships.

Methods for analyzing the user inputs

The user input was analyzed by going through all the material from the diaries, observations and interviews one participant at a time. Finding important touch points, emotions, positive versus negative aspects, development possibilities and other relevant comments for EyeX interaction. When this was accomplished for all users, general patterns were found for the interaction with EyeX as well as clear differences between different types of users. The summarized input from the study was roughly divided into preliminary expectations, current problems and positive aspects of use and future possibilities for development, with the emotions connected to these areas, see Figure 14.

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Figure 14. Preliminary expectations, current problems, positive aspects of use and future possibilities for development based on user input.

To connect the beta study to the initial research of human relationships and habits the user input was linked to the steps of establishing a relationship, which in turn constructed a foundation for a customer journey evaluation for the EyeX interaction, see Figure 15.

Figure 15. Insight from user study summarized in five steps connected to relationship bonding, and current existing and lacking rewards on post its.

4.2.5 Concept development

This section describes the last phase in the project. As this project had an exploratory character with the aim of solely presenting concept features, prototypes were not developed and tested. Yet, a brainstorming workshop was held with the UX team at Tobii to produce a quantity of ideas and connect the related work with user input, investigating how concrete versus abstract the statements could link human aspects to EyeX features. The workshop took place during an hour, eight participants including the authors were involved. The assignment was to connect or get inspired by various human factors to create new humanized features for the EyeX device. The aspects constituted of a generalized statement about humans (e.g. people need continuous feedback during interactions with others), to be brainstormed around. See Appendix I for an overview of all the chosen aspects. For the above case, the brainstorm concerned understanding how feedback occurs and how this particular aspect could be applied for the EyeX. The ideas and thoughts that emerged were presented for the whole group and discussed further in terms of applicability for EyeX. Due to confidentiality, the concepts will not be presented in this report, however methods for evaluation and creation of humanized features was made to summarize the findings of the work and to enhance the stickiness of the EyeX device. 4.2.6 Method discussion

Some issues arose in the various methods for performing the project and here it is discussed how the could have affected the result and why they emerged in the first place.

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Discussion of Workshops

One approach that could have been used would be to include focus groups in the workshops, to freely discuss other aspects of relationship bonding unrelated to the initial research. However, as the workload would be too high, it was decided to only conclude if the factors initially found were reliable. The role-play resulted in highly specific solutions, since the scenarios given had to be clearly defined to be acted out. It was perceived as a creative exercise, which was also a reason for having it as a warm up. Still, when planning the workshop at Tobii it was decided to remove the exercise due to the more limited timetable and its lower connection to important relationship-binding factors. Furthermore, the exercise “Focus group Discussion of relationship with computer”, used in the creative workshop was revealing, especially in aspects of people's’ emotions, but because of the time consumption it was combined with the “Rating of relationship factors” for the company workshop. This was achieved by having a longer discussion after the rating and guiding the participants into the area of human-computer relationships after a while. The brainstorming sessions did highlight the most important features for humans, but also provided with an understanding of the extent those aspect could be correlated to product traits.

Discussion of User Study

To be able to use the EyeX, many system requirements have to be achieved, which made it a challenge to find participants for the study. The number of beta-user could also be seen as low, however was directly linked to the number of available eye trackers at the moment, which were five. When the participants did start their testing period, it was realized that two out of five users did not possess a PC with a synaptic touchpad, which consequently led to the inability to try out all of the features presented on the eye tracker. On one hand this impaired the ability to evaluate the current features but the general experience provided by the eye tracker could still be perceived, which was classified as the most essential factor to be investigated, and therefore it was decided that the tests would continue. Another reason for continuing with the tests was the time limit and the relatively long tests period, which did not allow search for new beta-users and test setup. When concluding the tests, it was realized that the users’ expectations to some extent did not meet the product functions. This is mainly motivated by the minor introduction of the product to the users. The introduction consisted of a short description of the gaze + click function and the diary explained the functions similar to descriptions on the web page. However, this was done after the first interview, hence the expectations of some features and functions were slightly misunderstood by the users. On the other hand, the aim was not to influence the users too much; solely let them try the product by the plug-and-play principle to establish their own relationship to the product. Another disadvantage of the study was the similarity in age between the users. However, it was not perceived as an important factor to consider when the aim was to understand how the relationship with the EyeX was created. More importantly was the level of technical interest the users had, to be able to appreciate the new device. In terms of expert users, the challenge was to find and reach out to them. The possibility of reaching 10 people through the NPS survey was viewed as high, hence other alternatives were

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abandoned. Another way of obtaining expert user input would have been through contacting people in forums that discuss the EyeX, some threads were observed in these forums but the feedback and discussions were mostly related to games and not in the studied area of computer interaction. It was also hard to find relevant users in these forums that could actually be considered as experts since most forum participants were also relatively new to the EyeX and speculated on how it worked and what the features did. Therefore, no effort was put into asking questions in forums due to the limited amount of qualitative feedback that can be obtained without being able to have a longer conversation with supplementary questions.

Validity and reliability

The workshops served as a validity check of the assumptions drawn from the research by means of allowing participants to describe how and which of the human factors of a relationship are connected to computer interactions currently. Finding general patterns of how human factors emerge in the use of technology gave a reliable result through the means of descriptions and examples from daily computer users. Since it is possible to gain more emotional data from qualitative studies, the patterns found for this qualitative research are perceived as reliable thanks to multiple sources of data, which is confirmed by Creswell (2014). Unfortunately, there was no possibility to have more beta testers because of the amount of available EyeX eye trackers, but that would be a way to increase the reliability more. The expectations between beta testers and the expert user could have been affected by the fact that the beta testers had no or little prior knowledge of eye tracking and the expert user had done research on several eye trackers before purchase. However, that does not affect the important patterns and conclusions from the user study, in fact the expert users confirmed the same pattern as the beta users. Furthermore, the reliability of the interviews was handled by taking notes during interviews while also recording and in that way being able to conclude that no information was missing and that everything had been rightly understood. All data collection was based on the initial research to provide a reliable result. Since the methods used are of qualitative character, such as emotions and experiences, there are no measurable variables but important areas has been described and analyzed in consideration to already existing research to create a valid representation of how human aspects and eye tracking can be connected.

Ethical aspects

Considering the honesty of the research all relevant areas of the literature study that is the foundation of the work has been referenced to public sources to enable further reading. This paper will also be published and controlled for plagiarism as well as being peer reviewed. To protect and respect the participants of the study no sensitive information has been added and use of pictures from the study have been consulted before.

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5. Results

This section consists of the results from the collection of data from various literature, workshops and user studies presented in the methodology section. 5.1 Workshop results

The relationship bonding exercise revealed that the creation of relationships is similar between human-human and human-computer. In general, a significant product was perceived as a commodity for everyday use when the following characteristics were involved: trust and security, enjoyment, collaboration and adaptation. The product and human relationship differs in the case of significant impact on everyday life. While the creation of habits is an essential part of establishing stickiness in a human-product relationship to create an everyday use, the habit-forming need does not exist in a human-human relationship. Instead, this aspect is illustrated as a combination of all the other aspects presented in Appendix D. The trigger resulted in a deeper understanding of what the users perceive as most important when interacting with products, specifically computers and the EyeX. Additional relationship characteristics were revealed, such as: feedback and curiosity. Summarizing both exercises resulted in the most important relationships factors being revealed and defined for computer interactions. 5.1.1 Trust and security

Trust and security was discussed as being connected to loyalty, the sense of knowing where you have another person, or product, and the feeling that you can trust the person, or product, with your secrets. In the case of computers and EyeX, one way of making secret-keeping tangible is adapting the screen after who is looking and only showing certain documents for users that are not the owner. Protecting secrets can also be done by notifying the user when detecting “new” eyes looking at the screen. In addition, connecting all saved passwords directly to eye tracking is a chance for enhancing the lasting and intimate relationship between user and device e.g. ”I can have secrets on my computer because I trust it”. Another way of enhancing trust and secret keeping is providing the user with more feedback and proof that the computer knows that it is actually the owner of the device using it, and through that showing an understanding of what the user needs. Additionally to this recognition connecting all saved passwords directly to eye tracking is a chance for enhancing trust even more. For products, trust and security is also connected strongly to reliability, knowing that products will always work and will not require much maintenance. Trust and security also include control, e.g. knowing where to find your files, documents, software etc. Increased level of control happens when you can use features in a skilled manner and have an understanding of how, why and when actions occur. That is, the interaction is manageable and clear and you can navigate without problems and difficulties. Having control usually comes from having the knowledge of how situations will develop which produces a more effective usage. A routine could also be seen as an act of control as you have a structured plan and know what this plan will lead to. Sometimes help is necessary to get control of situations. An

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example could be a better Notifications system that ensures that the user has taken in all the information by disappearing first when the user actively have looked at it. In the case of EyeX, gaze trace has also been seen as an example of gaining control over the eye tracker and in the future it could possibly be used to save gaze patterns for future navigation help. Lastly, the EyeX could also increase the feeling of control by making it easier to find help and facilitate the navigation. 5.1.2 Collaboration

Collaboration means working with other people and helping each other out. That includes two-way communication, which in the case of the computer means that it has to give the user feedback on executed actions. It also means that the computer should decrease the user’s workload, which can be done by providing tips and recommendations that are relevant for specific situations and preferably provide help without the user noticing it. One way for the computer to help is predicting actions, for example in the present connecting phone to computer-action where the computer gives users the choice of uploading new photos. Another way is the saving of passwords, which removes the cognitive load of remembering all of them and facilitates the process of logging in by the computer predicting the action of logging in and which password should be used. Eye tracking could also facilitate the interaction through means of “clean UI”, i.e. having choices of work modes, such as school, office or web browsing and making irrelevant parts imperceptible to facilitate information management. Information management could additionally be facilitated by a system that could help the eyes to find the most relevant information, a prioritization system. Furthermore, the eyes could be used to put programs or websites in rest mode when they are not actively looked or clicked on, which could save energy and optimize the computer usage. Moreover, teamwork with others through various social networks and media is a natural part of present computer interaction. Having presence features can be applied while messaging on sites and software such as Facebook and Skype, by communicating to the other party that the user is not present, i.e. not sitting in front of the computer. Eye tracking could also enhance social interactions by letting users share gaze with someone in the same manner as screen sharing, or in addition to screen sharing. 5.1.3 Feedback

To connect more with the computer on a emotional level, the feedback is required to become more personal. This could be done in various levels: either programming the computer to detect the user’s behavior or adding features more similar to the current ones. An example would be to have an Hello login and one “Welcome back, I’ve missed you” -login when the user solely have been gone a shorter time. Another proposed features could be to have the computer also taking farwell of the users, adding a ‘Goodbye’. Feelings of frustrations should actively be prevented by feedback from the computer. This feeling can arise when the user has to adapt too much to someone else and when the communication between user and device is not working fluently. Frustration is also connected to communication

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problems, meaning the computer is not performing as you want it to. It is avoiding social rules by giving the wrong “answers”, in this case inaccurate feedback and behavior. Decreasing the level of surprise and number of unexpected errors can in some cases prevent frustration. Also, to gain more knowledge about the undergoing processes and minimize the frustration, the computer should preferably warn the user before crashing or/and deliver error messages in a correct and adequate manner. An example would be this notification: “Don’t overload me”, feedback from the computer to the user to not open another programme or tab at the moment. Furthermore, it has been seen that negative emotions affect users more than positive emotions and to maintain a good relationships the positive has to enhanced when or if something negative happens, bug in the programme, software problems etc. 5.1.4 Adaption

Current features do not provide the eye tracker to be adapted to you in a significant level. Personalization is connected to adaption, as all users interact differently and therefore it has to be allowed for the user to create more personal settings e.g. personalized menus, hotspots. Also letting the user decide the amount of help/instructions in error messages and “tone of voice” is making an adoption to the user. Lastly, desired features would be to have the computer adapt more to the personality of the user by predicting their actions and facilitate the act. 5.1.5 Curiosity

To preserve and build for curiosity, new functions and information should always be available to learn and preferably be possible to use in various contexts. One curious interaction is the action of exploring a new device and learn new functions. Enhancing curiosity with eye tracking could be done by the providing the ability to follow other users’ gaze and observe what they are viewing, in a manner of entertainment or learning. 5.1.6 Enjoyment

Enjoyment is strongly connected to the positive emotion you gain from interacting with something you like. This is related to the complete experience of interacting with a product, from purchase to continuous use, and the enjoyment of being introduced and getting to know a new product. 5.2 Customer Journey Map

The Customer Journey Maps (CJM) emerged as a result of the user study, mainly from inputs from the beta study participants, summarizing emotions and thoughts from the users in every step of the product cycle. The stages are based on a combination of the Hooked model (Eyal 2014) and the establishment of human relationships (Baumeister, R.F. and Leary 1995; Philippot & Feldman 2004). The two major findings from the user study were: a clear division between general users and gamers, see Figure 16, and large variations in learning cycles, see Figure 17. The users that solely used the general features did not appreciate the product, while the users that were gamers valued the product higher and wanted to continue the use after the end of the test period. An overall customer journey map for the gamers and users could be found in the

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Appendix J and Appendix K. In the case of learning cycles, the pattern was harder to detect and therefore it was left with the conclusion that the learning cycle is subjective and that some users take longer time to adapt to the product, which should be regarded when designing new features.

Figure 16. Phases of customer journey with division between general users and gamers.

Figure 17. The division between gamer and users, and their individual learning cycle.

In terms of CJM, five important phases have been defined, which are; expectations, initial bonding, learning, continuous use, and establishment of relationship as seen above in Figure 16.

5.2.1 Expectations

Most expectations were related to the “coolness” of the product and excitement of using new technology. All five participants had similar views of how the EyeX interaction would be, seeing as the product and software is new it was likely to have issues, but excitement was detected “As it is new technology and a new interaction technique; I know it will require some effort from my side, but I think it will be worth it, it seems like an amazingly cool product” (Johanna, 25), when discussing what could possibly be done. Features such as anticipating user behavior and adaptation after the user were mentioned as possible applications. It was also perceived as a device that could increase the efficiency and facilitate general computer use such as; scrolling, reading documents, entertainment and work. Participants were also hopeful that the EyeX would

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be able to minimize or eliminate the use of computer mouse making it possible to keep your hands on the keyboard at all times for a stationary computer. For the interaction with the added device to be perceived as natural it also had to work flawlessly. The expert user mentioned enhanced gaming experience as a reason for purchasing the EyeX, after having trying other eye trackers, which included moving the camera in games with your gaze. All expectations were concerning games and the gaming experience and no general interaction features were known before purchase. The expert user not using EyeX expected an acceptable accuracy and precision to be able to be used as an ergonomic tool. 5.2.2 Initial bonding

Relevant triggers for starting to use the device is that people feel that it is a cool product and are curious about new technology. When starting to use the EyeX the first impression for the user is the actions of installation, calibration and intro. Downloading and installing the EyeX software from the Tobii website “ is surprisingly easy, smooth and works automatically without additional applications” (Estanislao, 47). The software is installed and then the user is ready to continue the experience with no additional effort. This task is not connected to any difficulties or negative emotions, which is sometimes related to installing new software and being required to install and update functionalities. Calibration is the first time users are able to see how the EyeX operates and therefore it is important to create a smooth and easy experience, this is accomplished by having a short and and simple calibration which does not require high cognitive effort. The users think this is a cool experience and “It seems so nice, like being ahead of the technical development” (Johanna, 25). Concerning the intro, it is the first introduction to EyeX which demonstrates how the device works, what it can do and how the user should interact with it. This step should make the user engaged and curious to continue use EyeX in general- and gaming interactions, it should also explain defined features that changes the computer interaction and that are not intuitive during use which is exemplified in this quotation: “Aha, I didn’t understand I had to click as well, I thought I was controlling it with my eyes like in the intro” (Elisabeth, 24). Besides the issues of lacking similarities with the real experience for general computer interaction, the intro rewards the users with an engaging and fun experience which provides them with continued motivation to use the device, see the habit loop described in Figure 18.

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Figure 18. Habit loop during initial bonding with the EyeX.

5.2.3 Learning

Learning to use EyeX is when a relationship is bonded and that means sufficient rewards have to be provided to continue further usage. This phase includes several actions, for example trying out the device and adjusting settings, and is where most effort is needed both from the user, such as attention and adapted behavior, and from the product, added functionalities and increased efficiency during use.

1. Start EyeX. The user begins by checking out the EyeX control panel, which is though clear visual aesthetics, easily understood.

2. Try out device. Navigating with the device was perceived as an unusual experience as

users did not fully understand how the EyeX worked before trying it for the first time. Some users felt unaccustomed and confused while starting to use it, “ I don’t understand the mouse warp function, it doesn’t click where I want it to click” (Elisabeth, 24), while others enjoyed the new interaction mode: “It is so smooth and easy when I’m cyber loafing and checking my email” (Isak, 24), explaining that the interaction with the computer and EyeX did in general feel easy and did not require further explanations after connecting it to the computer.

3. Adjust setting. Some users have a hard time understanding settings, one feature that was

especially confusing was the gaze + click which was not understandable despite instructions in the Diary or EyeX panel. Adapting the setting is not anything necessary when using the EyeX with the computer, it is possible to navigate with preset settings, but help is hard to find for the settings concerning features involved with manual user interaction. Additionally, the gaze features are hard to combine with the current keys on the keyboard if a Synaptics touchpad is not used and mouse users, which are not operating with the keyboard during computer interaction, lack the possibility of using all gaze

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functions.

4. Learn to interact with EyeX features. Specific features, which are only acquired when using the EyeX, have an impact on the general computer interaction. Windows Hello, increases the feeling of individual recognition and in turns lead to heightened friendship experience which is connected to enjoyment and convenience “It is so much more natural, when the computer recognizes you and you don’t need to identify yourself with a password” (Ludvig, 25). However, some participants did comment on a decline in terms of safety as Windows Hello alternative login function, which requires a 4-digits PIN, instead of a standard PIN (which can consist of all sort of characters). Furthermore, the dimming-feature and Stay-awake, was perceived as increasing the feelings of recognition, friendship and naturalness: “It feels like the computer understands me, like we are friends; it wakes up when I’m there and goes to sleep when I’m not there. It erases the line between myself and the computer I’m interacting with” (Johanna, 25). An annoying aspect mentioned was that the feature does not work when the computer reaches sleep mode or when attention is averted from the computer: “It was annoying that I couldn’t move in front of the computer and also every time I didn’t actively look at the screen it shut down even thought I was sitting there, so frustrating” (Elisabeth, 24). Currently, the screen is dimmed when the EyeX device does not register gaze. In terms of efficiency and accuracy the opinions were mixed: in the applications switcher, the efficiency was perceived as higher (in cases with many tabs open). Using EyeX for navigation have the positive effect that it can reduce big drag movement of the mouse and facilitates the use of some applications, such as mail applications and browsing on the web eg. situations when the mouse is not used for any precision work. However, it was considered negative that it did not reduce the use of the mouse, “at the moment there is no productivity increase, rather one action is substituted for another: a couple of click on the mouse for gaze + fine tuning with mouse” (Ludvig, 25). For occasions when accuracy is relevant, for example when interacting with small clickable elements the precision can become a problem since combining gaze with warp or click will require fine adjustments or lead to clicking on the wrong location if a key is being used, which could lead to frustration “It is all reliability, if it is not accurate, I will not trust the device which will not make it more intuitive or natural, just create frustration” (Ludvig, 25). To facilitate the use the participants desired alternative solution for the precision problem and more visual feedback. Gaze trace, the present visual feedback available when using EyeX can for some be turned off because of the distraction when navigating but for others it is a necessary feature to feel some control over the interaction since there is no other position feedback.

5. Adapted behavior. While continuing to use the EyeX people are triggered by the fun experience and to some extent by laziness, the desire to minimize the mouse movements. However, navigating in general computer use with an EyeX added is currently highly similar to navigating without it, which leads to users being disappointed since there are

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wishes to retrieve more benefits and added functionalities in the computer interaction. The small behavior changes are not worthwhile since it requires energy and lacks sufficient beneficial aspects for general use: “Technically it is good, however the biggest problem is that the advantages don’t outweigh the price and effort to learn to use it ”(Estanislao. 47). Gaming use is, however, a totally different case: “Eye tracking is best in combination with games. The game Division was so intuitive and cool together with EyeX” (Elisabeth, 24). In several computer games the EyeX is fully integrated, an experience that is extremely positive and exciting. This gives users feelings of amazement that are not comparable with emotional variations in pure computer navigation. Users who use EyeX for gaming purpose are more prone to learn all features and adapting their behavior since the gaming experience is felt to be a valued benefit that is worth changed interaction methods they continue the habit loop seen in Figure 19.

Figure 19. Habit loop during relationship bonding with EyeX, where gaming is highlighted as the most fulfilling reward.

5.2.4 Continuous use

For the users that did not feel rewarded with sufficient benefits with the product, e.g. there was no wish to continue using the device. It was perceived as a developing product that was not mature enough for that market. More rewards than the described below, in Figure 20, are needed for general users, as well as solving the lacking rewards, for the interaction to lead to everyday use and an established relationship. Gamers, on the other hand, wished to continue the use and were willing to put effort on learning new features and adapting their computer behavior to the changed interaction. As a result of the enjoyment of using EyeX in gaming the additional features for computer interactions were perceived as positive supplementary aspects of using the device as well as simplifying the computer use.

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Figure 20. Current rewards of EyeX and perceived lacking rewards.

5.2.5 Establishment of relationship

The users that wanted to continue to use the EyeX had not yet come to the stage of establishment since the use period was 3 weeks for the beta study participants as well as the expert user. It had not become a habit or a significant part in the daily life. 5.3 Results from the Concept Workshop

Based on the literature study and the investigation of current user experience, it would be desirable to create more humanized features similar to Windows Hello, to increase the attractiveness and stickiness of the product. To implement that a concept workshop was held; the statements of the workshop showed that the statements, seen in Appendix I, that constituted most challenges were the ones with specific information about human behavior e.g. about blushing when feeling sad, angry or embarrassed and leaning forward when being attracted to someone. While statements concerning emotional aspects of human relationships were easier to link to characteristics of the EyeX device. This implies that inspiration from human emotions in relationships is easier to apply in computer interaction than directly using the field of emotions displayed by human physical behavior.

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6. Methods for creating humanized technology

As an outcome of this work, based on the literature and empirical data, two evaluation methods were created to implement a more user-centered approach and generate humanized technology. The aim of the evaluation method is to reduce the misperception and miscommunication between the users and UX-designers. The first evaluation method is intended for the users and is based on attachment scales (Mugge et al. 2005), the other is structured as a checklist with questions intended for the UX designers.

6.1 Emotional scale for users

The work has highlighted various aspects that are considered important when creating emotional bonds to products, applications (and people). Users can experience strong or weak emotional bonds to products, which could be changed by implementing various levels of humanization (i.e. including different human aspects). The method could be used in questionnaires to gather quantitative data, where users’ scores represent their feelings towards the application in terms of that particular aspect. The strength of this method is the importance for long-term use. The attachment scale is evaluating following aspects: trust and security, collaboration, feedback, adaption, enjoyment, curiosity and stickiness, measured on a Likert scale (1 = strongly disagree, 7 = strongly agree) which could be seen below.

Trust and security I trust my EyeX device I use my EyeX device in all situations I feel in control when I am using my EyeX The features of EyeX are reliable

Collaboration Through my EyeX device I feel better connected to the computer

Through my EyeX device I feel better connected to other people Through my EyeX I collaborate more with my computer Through my EyeX I collaborate more with other people/the society

Feedback The amount of received feedback is sufficient for me to understand

what is going on I understand my EyeX

The interactions are smooth and clear Adaption I identify myself with the EyeX

I feel like my EyeX is personalized and adapted to me I create my own paths and routines with my EyeX

Enjoyment I enjoy my EyeX device It is a pleasure to use my EyeX

I feel satisfied when I use my EyeX

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Curiosity I feel engaged when using the EyeX My EyeX device creates possibilities to explore situations in a new way I feel like I am constantly developing myself through the use of EyeX

Stickiness I am very attached to my EyeX I never feel frustrated when using my EyeX I have a bond with my EyeX My EyeX is very dear to me I could not imagine not using my EyeX in all situations

6.2 Humanization checklist for UX designers

The objective of this method is to be used for expert evaluation in early prototypes and functional prototypes before launching a product on the market. This checklist guides the expert through various important design questions regarding the creation of humanized technology and stickiness. To apply this method there is no need of recruiting participants and it is therefore easy to go through. However, there is a weakness in the lack of knowledge of real user experiences and feelings; to completely understand how the product is perceived from a user perspective and evaluate its characteristics, the user evaluation is required as well. The checklist for designing humanized technology is structured with questions that an UX-designer should answer during the prototype phase to include various emotional aspects that are essential in good user experiences. Some parts are based on the empirical studies conducted throughout the master thesis process, while others are based or inspired by other research papers, the full checklist is presented in Appendix L. The first part of the checklist concerns general guidelines, which are important to consider when designing EyeX, they concern defining the user before designing a new feature. They are based on Hansen’s (2008) suggested design guidelines for further eye trackers and Norman’s (2013) suggested seven actions for designing for human needs. In the Appendix a full review could be found, here only the eight checklist questions are presented:

● Who is your the user of the product? ● What is a devoted user? ● What is the unique fingerprint of your product? ● What feelings/needs is the product covering? ● How easily can a user determine the function of the device/feature? ● How natural is the interaction with the feature? ● How easily can one tell what actions are possible? ● How easily can one tell if the system is in desired state?

6.2.1 Relationship bonding

To understand how the user is bonding with the product/application, it is important to identify the phases and examine the relationship between the user and the product. Stickiness is desirable to maintain a long-lasting relationship and therefore the following steps have to be identified see Figure 21, accompanied with questions like: What/how is the first encounter with the product?

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How much effort does it require from the user? etc. For a full overview, see Appendix L.

Figure 21. The three phases of relationship bonding, presented earlier in the report.

6.2.2 Emotional aspects

Humanization is based on the emotional aspects of human interactions and relationships. This part is considering following aspects: trust and security, collaboration, feedback, adaption, enjoyment, curiosity which were factors recognized as most important for relationship bonding. To implement this, relevant design questions were created that should be asked in order for relating it to the developed product or feature. One example is Trust and Security where the questions would be as following:

1. In what aspects/situations are feelings of trust and security important for this product/feature?

2. How does the designer want trust and security to be reflected in the product/feature? 3. How could the user feel that EyeX is reliable and trustworthy? 4. How does the user feel in control when using the feature/product?

6.2.3 Habits

The second part concerns how new habits are created with the product, and what makes users engaged in it for a long period of time. This step is accomplished by putting the product in the hooked loop model to understand what makes users continuously use it. Here is an example of the hooked steps for EyeX, based on the questions concerning habits in Appendix L.

Table 6. Explaining the EyeX based on the Hooked model.

Product Triggers Actions Rewards Investment

EyeX Laziness Navigate with gaze

Efficient use, decreased hand movements

Becoming more used to the interaction.

Boredom Gaming with gaze

Fun experience, more intuitive gaming experience

Becoming more used to the interaction. Learning to game with new functions.

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7. Conclusions

Investigating the humanization of computer based technology led to various significant conclusions about relationship factors related to computer interactions and lastly two methods of evaluation in regards of humanized technology were created. The most important relationship factors and their interpretation for HCI was concluded as follows:

● Trust and security - having control over the technology and trusting it will not break. ● Collaboration - collaborating with the technology, in the way that it provides additional

help to the user in interactions. ● Feedback - getting continuous feedback from the technology when actions are performed,

and on which actions that can be performed. ● Adaption - adapted user behavior needs to be provided with equal or more adaptation

from the technology to the user. ● Curiosity and enjoyment - keeping users curious results in enjoyment and the desire to

develop with and through the technology more. Conclusions related to habitual aspects of HCI are related to the provision of rewards. Current appreciated and rewarding EyeX features have connections to the human feelings of relationship, such as collaboration by helping the user log in (Windows Hello). Areas where EyeX currently lacks rewards and benefits of use are connected to functionality and usability, such as; bad precision, and difficultness of combining gaze + click with keyboard keys. Other lacking rewards are the insufficient amount of features and unmodified productivity. Solving these lacking rewards and adding humanized features could improve the stickiness, thanks to willingness for further interaction with the product by getting users hooked in the product. To summarize the answer for the initial research question “How could EyeX enhance a more natural and humanized interaction with the computer for general use?”: For creating a more intuitive computer interaction future development of EyeX should include more features, which are inspired by emotions from human interactions. These features should promote natural interaction by being on an acceptable functional level, meaning they are natural in the way that they can increase the productivity of general HCI as well as enhance the experience.

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8. Discussion

The major challenge for this master thesis work was to define the term humanized technology due to the lack of research articles and the complex understanding of human beings. The aim was not to define the term on a research level, rather to explore the concept, understand the meaning and evolve the master thesis work around it. As a stipulative definition of humanized technology was created (“Humanized technology is the development of products and features that keep the user engaged by addressing important emotions and experiences in human relationships”), which was mostly based on the literature study, the validity and accuracy of the term could be discussed as it is not a lexical and accepted definition. However it is based on a wide range of sources in various fields and also follows in line with found sources, presented previously in the master thesis work. The first empirical part of the master thesis showed high correlation to aspects found in the related work, focusing on how the result of the related work is applicable for computer users. One area of insecurity from this method is determining how accurate the correlation between human aspects and HCI is, and if non-investigated human aspects could be used as well. The workshops were a way of validating the research findings, and identifying development areas for the EyeX device by evaluating the input on EyeX from the user study in relation to the important factors discussed in the workshops. 8.1 Emotional relationship to EyeX

This section discusses the current aspects of humanization in EyeX interaction. As updates have been done on the product since the performed study there is a possibility that the relationship to general computer users might become different. However, the results from this study can be used to motivate further changes and as foundation for future studies. 8.1.1 Trust and security

As stated earlier in the initial research, trust and security are crucial factors of creating a long lasting relationship (Baumeister, R.F. and Leary 1995). User study participants felt they could trust the EyeX in itself and Windows Hello also contributed to the feeling of trust since the computer protects the content specifically for that person. What they did not trust was the lowered sense of safety that came from changing the regular login password to a PIN code, but, despite this, they used it because of the simplicity of logging in. As mentioned by (Senger 2004), this kind of simple interactions can elicit complex reactions, contributing to emotional experiences. Additionally, users lose control over the computer when the gaze is averted and no other input device is used for a short time. Lost control when no attention is given, even if users are sitting in front of the computer, means the computer is neglecting users and is negative for humanization, since computer interactions should follow social rules of human interaction (Reeves & Nass 1996; Benyon 2014). 8.1.2 Collaboration

Teamwork is an important aspect since humans often interact in groups, and by the definition that computers are seen as social actors (Reeves & Nass 1996), promoting collaboration is highly

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relevant in HCI. In the EyeX, the presence features confirm attention is actually faced on the computer and that it should in turn give attention back. In this way working when users want to and closing automatically when the interaction is paused enhance collaboration. EyeX also helps the computer understand fundamental human behavior since gaze directed at another tells if the person is present or not (Bohannon et al. 2013). The computer also collaborates with the user by being able to understand the gaze input, letting users operate with several senses, which in turns increase the level of engagement (Kim 2015; Hummels 2000; Norman 2004). One solution for making general EyeX users want to continue their interactions is enhancing the feeling of collaboration, since teaming up increases the willingness to change behavior (Reeves & Nass 1996). 8.1.3 Feedback

A good example of feedback is the presence features, and an aim would be to create extensions so the user feels even more recognized of the computer. Leading to a stronger bond to the computer because of the emotional impact of recognition and closeness (Lambert et al. 2013). However, during other interactions there is a lack of feedback to understand how the gaze interaction is proceeding. Even though mouse warp includes some feedback by showing the user where their gaze is positioned in before click, no feedback is given prior to that, which makes the interaction less understandable. Visual feedback and changes are needed to let users know they are in the environment much like real environments (Benyon 2014). 8.1.4 Adaption

By using the EyeX the computer gets more adapted to the user interacting with it, because of recognition through presence features and personalization of the process of accessing the computer account. Since adaptation is linked to relationship bonding (Philippot & Feldman 2004), this is later followed by feelings of friendship towards the computer. Generally, other adaptations in the HCI environments are mostly made by the user and the outcome of this adapted behavior is not always enough to fulfill the expectations of being able to adapt the computer more to personal needs, such as humans do their real environment.

8.1.5 Enjoyment and curiosity

There is a lack of curiosity and enjoyment after first trying out the EyeX interaction. As mentioned earlier, the actions of trying and learning a new device can be an emotional experience in itself, especially concerning curiosity (Overbeeke et al. 2004). Enjoyable situations that satisfy that curiosity happen during the first interactions. However, after the first experiences of the presence features and navigation the enjoyment of new interactions is reduced and there are no functionalities to satisfy continued curiosity of learning more enjoyable interactions. 8.2 Implementation of humanization

The concept workshop showed that two concrete statements, e.g. blushing and change in distance were too human-specific to be implemented on a product level. However, these scenarios might be linked more to affective computer, since they were connected more to how people behave

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because of an emotional state, which could be related to recognition of emotions similar to systems such as FACS (Ekman & Friesen 1978). The statements containing social rules and interactions, without focusing on specific human behavior, were easier to link to product characteristics and ideas applied to the EyeX, showcasing how inspiration from human interactions are more accessible to creative thinking. This is validated by the fact that humans store interpretations of interactions as experiences, feelings and emotions, and later applies the appropriate outcome (Maiocchi 2015). When relating the outcome of given social situations to computer interactions, we can get inspired by prior emotions and experiences of interactions and in that manner develop new innovative solutions. In terms of stickiness, it could not be fully investigated as this would have meant conducting another user study with the well-developed feature prototypes and investigate if the user perceived it differently, or if there was a possibility for a better established human-product relationship. The user study suggested that the most significant disadvantage, in terms of general computer use, was the low number of functions. If time was not a limiting factor, it would be desirable to see if stickiness would increase with the number of ‘natural’ features versus the usability of the device, a valid assumptions since established relationships elicits positive emotions (Philippot & Feldman 2004). The participants that used Windows Hello, actually perceived this as the mainly satisfying feature, which provided with grounds for continuing to explore how even more similar emotion triggering features could be applied, however to be certain, it would needed to be tested. The previous work in eye tracking shows that the research have focused on the efficiency of the eye tracker and how various hands free solutions have been tested to rule out the computer mouse as a tool in HCI. This master thesis showed that a more humanized perspective could be applicable to increase the attractiveness of the device. However, the device would not obtain the desirable feeling of naturalness and intuitiveness if the users constantly are missing their target on the screen. In the future, better accuracy is desirable to provide, to enable a more intuitive tool and emphasize on natural human behavior and to present the eye tracker as an alternative to the mouse. Despite the weaknesses of this research, it highlighted the importance of creating products with a more users-centered approach, and that a more humanized perspective could be applicable to increase the emotional attachment to a product. Having the alternative to use the eye tracking as an input device opens up new possibilities for humanized and intuitive computer interaction. The eye tracking device per se is not more humanized as it is a learning cycle to be included before real interaction could be used. Neither is the device intuitive when using it for the first time. However, the possibilities of creating more features similar to human interaction such as Windows Hello, could open a path for more intuitive and natural HCI.

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9. Future possibilities

Eye tracking is the future technology and as many of the interviewed users commented it is a novel and cool product that has a great potential for development. 9.1 Differentiating and humanizing the product for general computer use

Today EyeX is targeting gamers, however it does include several features that could be used for general computer use. While the EyeX enhances the gaming experience with features as infinite screen and natural targeting, the users don’t feel satisfied when using it for everyday task e.g email, navigation etc. Ultimately, it is perceived as a gimmick and cool technology to display for others. To cope with the problems it would be desirable to create two products, targeting the two separate groups: gamers and general computer users. Currently, the EyeX is not ready to be launched as a consumer product, and general users expect more than is offered at the moment. A suggestion would be to wait before launching the product on the consumer market until the features are improved and more functions are added, preferably features that are mimicking and are inspired by real human interaction in the areas suggested in the work. An aid in this process would be to implement the two methods of evaluation presented in this work: answer the questions from the designer perspective and validate the product features in terms of attachment bonding from a user perspective. The evaluation methods raise the most important aspect that have to be implemented for user to establish a relationship with the product and also helps to create a connection between Tobii’s goal and users’ perception, which has now been missing. 9.2 New market - Ergonomic purposes

Talking to beta users and active users of eye tracking, the idea of using EyeX as an alternative to the mouse could be key to reduce the injuries people have after a long period of computer mouse use. The devices on the market now are solely created for disabled people and there is no device that could work as a preventive measure before the injuries occur. Today, the accuracy is not sufficient to consider eye tracking ahead of the computer mouse. However, combining gaze into the general use and designing an effective gaze based pointing, could be an alternative to users who for various reasons choose not to use the mouse whether it is due to their abilities, task or preferences and minimize the injuries due to computer use.

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Appendix A. Mind Map of Important Humans Factors

The literature study: about human psychology, behavior and social needs was summarized as a mind map, see Figure 1, to better provide with an overview. The parts to the left: positive experience (pink), relationships (purple) and psychological factors (blue) were mostly focused on in this work.

Figure 1. The mind map summarizing the human factors

Appendix B. Current UX in connection to human factors

The table 1 illustrates how users experience (UX) design guidelines are inspired, and based on human factors. Table 1. The links between UX guidelines and human factors.

UX guidelines Human factors

Emotions

Design for human reactions People react to actions that happen around them.

Adaptable user interface People adapt their real environment to personal needs.

Enchantments (Absorption) People get absorbed in conversations and activities.

Humanity by imitating users Humans have a complexity that cannot be developed with algorithms.

Aesthetics

Attractiveness/Usability People use attractive things better.

Rich actions People are used to accomplishing various tasks with few/no buttons.

User’s self image, culture, social background

People’s perception is connected to their view of themselves.

Feedback

Encouragement People get continuous encouragement and feedback during interactions with other.

Dynamic interfaces

Traces of user interactions People leave traces in the real environment and on other people.

Context for experience

Use sound, eye movement, gestures, touch/feel, vibration

During human interactions people are affected by tone, language, eye contact, body language and tactile experiences.

Use user’s fantasy People have the ability to use their imagination in all kinds of situations and creating their own experiences.

Let things be ”unseen”

Promote the creation of individual People’s relationships are built of stories that have

rituals/stories around interactions affective value.

Engaging activities People remember activities and signage that are engaging and fun.

Absorption in activities change the perception of time and aid a deeper experience. Like reading a book

Alternative routes People choose their own way when navigating in a real environment, depending on current moods and feelings.

Immersion Being immersed in technology can lead to the perception that it is a part of the self. wearing glasses.

Virtual environments Altering the perceived space can connect it more the physical space.

Appendix C. Role play scenarios

In the workshop for people in the creative field the first exercise that was done was a roleplay. One participant was suppose to play the computer and the other one the user and together they were put in three scenarios: two of the scenarios had more negative feelings involved, while the last one was focusing on positive emotions. As all the participants were Swedish, the workshop was hold in Swedish and therefore also the scenarios are written in Swedish. Scenario 1 Datorn är trött, varm och har jobbat hela dagen och användaren är irriterad för att datorn är seg. Hur reagerar användaren först? Vad behöver datorn göra för att användaren ska bli glad och nöjd? Scenario 2 Program crashar, sparade saker försvinner utan att användaren förstår varför. Datorn är överbelastad och hinner inte hantera all input från användaren. Hur reagerar användaren? Vad behöver datorn göra för att användaren ska bli glad och nöjd? Scenario 3 Användaren hittar snabbkommandon som förenklar datoranvändandet. Hur reagerar användaren?Hur ska datorn reagera på det för att förhöja upplevelsen?

Appendix D. Important factors for a long lasting relationship

As a result from the literature study of human beings, emotions, UX and HCI, a list of identified important factors for a long lasting relationship between human and computers (products) emerged.

Habits Engagement and absorption Adaption Curiosity and development Trust and security Enjoyment Sharing knowledge Teamwork/Collaboration Self-image and identity Significant influence in daily life

Appendix E. Triggers

Below is the Triggers - exercise presented. The participants took one pink papernote (emotions) and one blue paper notes (actions) and had to brainstorm around them in a general sense, with the computer in focus and lastly try to combine the two aspects together with the eye tracker, see Figure 1.

Figure 1. Illustrates how the participants connected the emotions and actions.

Trigger A feelings (pink paper notes) : Trigger B - actions (blue paper notes): 1. Respect 1. Information exchange 2. Expectation 2. Attention 3. Curiosity 3. Feedback 4. Anger 4. Teamwork 5. Satisfaction 5. Adaption 6. Frustration 6. Building relationships 7. Engagement 7. Habit 8. Enjoyment 8. Creating memories 9. Security 9. Social interactions 10. Safety 10. Routine 11. Appreciation

Appendix F. Beta study diary

The diary served as an instruction manual for the users, explaining the functions as seen in Figure 1. It was also used to collect insights from the user during the interview, and to understand the how the feelings/experiences towards the product changed throughout the process.

Figure 1. User diary during beta study, showcasing the descriptions of the functions.

Appendix G. Interview guide for Beta users

The interviews were made in a semi-structured manner and to ensure that the relevant questions were asked a guide was done. The participants were all Swedish and therefore the interviews were conducted in Swedish. ___________________________________________________________________________ Antal användare: 5 stycken Tidsspann: 3 veckor Mål: Genomföra intervjuer med beta användare för att få deras synpunkter kring EyeX produkten med dess nuvarande features. Intervjuerna ska spelas in och anteckningar ska föras Intervju innan användning Ålder: Kön: Sysselsättning:

1. Hur ser din data användning ut idag? dvs vad använder du datorn till? 2. Hur skulle interaktion med datorn bli bättre? Vilka problem finns? (Vad som helst, tänk fritt? 3. Har du hört talas om Tobii tidigare? 4. Vet du vad eye tracking är? 5. Vad har du för förväntningar på den här produkten? 6. Vad tror du den kommer göra? Varför, varför...? 7. På vilket sätt tror du att interaktionen kommer bli annorlunda? (mer naturlig?) 8. Skulle du i dagsläget kunna tänka dig betala över 1000 SEK för ny teknik/tillbehör till datorn?

(Vad har du för inställning till ny teknik?)

Efter användningen av EyeX Observation av användning av datorn med eye tracker Mål: Få ut mer kvalitativ information om hur användarna känner kring datoranvändandet Intervju:

1. Vid vilka tillfällen använde du inte eye tracking? 2. Vad upplevde du var bra med eye tracking? Vad var mest tillfredsställande? Situation då du kände

glädje i användningen av eye trackern? 3. På vilka sätt kände du att eye trackern förhöjde upplevelsen vid datoranvändning?

a. Kommer du ihåg några tillfällen där du verkligen känt “WOW” över upplevelsen med eye tracking?

b. Finns det stunder av överraskning eller nöje/förtjusning? c. Vad var fördelen med att använda produkten?

4. Har du känt frustration vid användning av eye tracking? 5. Vad har du för synpunkter på funktionerna? 6. Hur skulle eye trackern EyeX kunna utvecklas? 7. Vad skulle du vilja ha/lägga till för features? 8. Uppfyllde produkten dina förväntningar? På vilket sätt?

9. Vad tror du att du kommer sakna mest med EyeX varan? Vad får dig att återkommande använda produkten? Vad triggar igång att du vill använda dig utav produkten?

10. Skulle du kunna tänka dig köpa en EyeX efter en månads användning? 11. Känner du att du samarbetade mer med datorn? Blev samarbetet annorlunda?

Förbättrades/försämrades? Använde datorn mera? 12. Minskade något/flera frustrationsmoment för datoranvändning en aning med hjälp av eye

trackerns funktioner? 13. Ändrades dina datavanor något med användningen av eyetrackern? Eller skapade du nya vanor?

Kände du dig tvungen att ändra dina vanor? Ville du ändra dina vanor? 14. Kändes datoranvändningen mer naturlig med eye tracking? 15. Litar du på att produkten? 16. Känner du att det finns något som du kan göra nu med datorn men inte kunde göra tidigare? 17. Skulle du önska att det fanns ett community där du kunde få hjälp med eye trackern? 18. Om du fick köpa den här eye trackern för 500kr NU, skulle du köpa då köpa? 19. Andra synpunkter?

Appendix H. Interview guide for EyeX expert users

Username: Rating: Comment:

1. How would you motivate the rating you gave on the survey? 2. Have you contacted the EyeX support before? (If yes, what was the experience) 3. Was it easy to find the information you were looking for on the website?

a. If not, how could it be improved? b. Do you have any other feedback on the website?

4. What was your (main) reason for purchasing an eye tracker? a. What were your expectations?

5. How long have you had an EyeX? 6. How did you perceive the first interaction with EyeX i.e. installation, calibration and

introduction? 7. Which games have you tried?

a. What are your thoughts on the gaming experiences? 8. Do you use EyeX in general computing? (Navigation, windows hello, presence)

a. Why/Why not? (how do you like the features?) 9. Have EyeX facilitated or enhanced your general computer interaction? 10. Are there situations when you would turn off/not use your eye tracker? 11. Have you ever felt frustration when using the EyeX device? 12. When are you the most satisfied with EyeX? 13. How could and should EyeX continue to develop?

Appendix I. Exercise for the concept development workshop

Date: 20 May, 14pm. Aim: Understand how facts about human could inspire new concepts, applicable for eye tracking Duration: 1 hour Participants: UX-team (8 participants) The participants were divided in groups of two were they during an hour had to brainstorm around two or three human statements, presented below:

1. People need continuous feedback during interactions with others.

2. Distance is also an act of communication. Forward lean means your are interested and

attracted of another person, leaning back means repulsion or fear

3. Liking is correlated to the amount of gaze and the total percentage of time spent on

looking

4. People want honest and intimate relationships

5. People create memories and uniques stories with other people

6. Mimicry and analogous postures are linked to empathy in humans. Imitation is the

sincerest form of flattery

7. Blushing could be seen as a hidden sign of communication and could be interpreted as a sign of shyness, anger, lying and attraction.

8. Gaze is a powerful director of attention (your attention tends to follow the gaze of

another) and could influence the attractiveness and likeability that one person perceive others

9. Important social rituals are greeting and farewells as they possess the character of

assuring others of a continuous relationship between them: a relationship that has remained since last time and will last into the foreseeable future

Appendix J. Customer Journey Map for Gamers

This is the Customer Journey Map for gamers.

Appendix K. Customer Journey Map for non-gamers

This is the Customer Journey Map for non-gamers.

Appendix L. Humanization checklist for UX designers

Below is the checklist for humanization intended for the UX designer. It should preferable be accompanied with the part for the users to evaluate if the thoughts and design suggestions of the UX-designers correspond to the experience of the users. General design guidelines The checklist starts with general guidelines that should be answered by the UX designer during the early product development phase. They are based on Hansen (2008) suggested design guidelines for further eye trackers and Norman’s (2013) suggested seven actions for designing for human needs. Who is your product’s user? Create a persona or description of important

characteristics the intended users have in common.

What is a devoted user? Someone that uses the product once a week? All the time? Never turns it off?

What is the unique fingerprint? Users will interact with your product in slightly different ways, even if there is a standard user flow. The way users engage with your product creates a unique fingerprint.

What feelings/needs is the product covering? The system should be efficient for the intended

task, giving the user a satisfaction of a well-done job/a better experience or an enjoyment.

How easily can one determine the function of the device/feature? Design the system in such a way that the user is

able to easily construct a mental model and easy could create an understanding of what the next step in the interaction would be.

How natural is the interaction with the feature? Does the product require the user to learn and

gain new skills to be able to use the product? How easily can one tell what actions are possible? Design and construct the actions in a way that

the user understands them without much thought.

How easily can one tell if the system Check the feedback the user receives, is it is in desired state? understandable when the device is off/on and is

it clear when there is something wrong. How is the level of error messages.

Understanding the users

This part guides the UX-designer to understand the user behaviour better and identify the important relationship steps and habits. How the UX-designer decides to gain inputs from the users is up to them to decide through beta tests, observations or interviews. However the design process should be done in an iterative cycle and the features should be tested with users three times before being launched (Stickdorn et al., 2011). This part starts with the guidelines for understanding relationship bonding between the user and the product, followed by questions for understanding how and if habits are created with the product. This provides with a base for understanding the stickiness of the product. Identify user phases Identify the phases a user has to go through to get

interested in the product, such as; purchasing the product, learning the product and continue using the product.

Relationship bond Examine the relationship between users and product by following the

steps of creating a lasting relationship:

1. Initial bonding: Describe the first meeting between the product and the user. What are the first steps the user does to be able to start using the product? (Opening the package, installation)

2. Relationship bonding How long is the learning cycle for the users? (avoid a steep learning curve) What difficulties do the users have in this learning phase? How could this be minimized?

3. Establishment of relationship What feelings are associated with using the product? How could the product/feature be designed to continuously engage the user?

Now examine how new habits are being created with this product and what makes users engage in it for a long period of time? Try to put the product in the Hooked loop model to understand what makes users continuously use it. Triggers What triggers users to interact with the product or feature? Both initial

feelings like laziness but also external features like a commercial What do the users really want? What pain or need is the product/feature relieving? What is the user doing right before the desire to use the product? Good examples for triggers in eye tracking would be; 1) boredom, wanting to engage in a fun experience, and 2) laziness, wanting facilitated and effective computer use.

Actions What actions do users have to perform for using the product or feature?

How easy and simple are the actions?

What is the simplest action users take to get the reward? How could the product/feature be simplified to make this action easier?

1. Time: How long time does it take to complete an action? 2. Money: What is the cost of performing the action? 3. Physical effort: How much work is investigated in the action? 4. Brain cycles: How much mental effort is required to complete an

action? 5. Social deviance: How is the behaviour accepted by others? 6. Non-routines: How much does it disrupt existing routines?

The actions need to be clear and intuitive for users to complete them. Rewards What kind of rewards do users get from using the product or feature,

and are they sufficient for continuing to use it? The rewards can be connected to efficient use as well as an enhanced emotional experience e.g. gaining new skills, efficiency or a fun experience.

Investment What do the user have to invest to be able to use this product/feature?

How much investment is needed to gain something from the product? Does the investment load the next trigger and store value to improve the product use? Investment can for example be; time spent on learning new behavior and adapting interaction manner, and time and effort of putting personal information into the device.

Relationship to the product or feature The last step is to understand the emotional bond between the product and the user and investigate the stickiness of the product. Additionally, humanizing the product and its features is based on relating them to emotional aspects of human interactions and relationships. Below is a list with important aspects and questions that should be asked when creating a product/feature based on that particular aspect. The UX-designer has to decide what aspect are the most important for certain features, to include them more when designing. However all aspect should be considered to create a stronger bond to a product. Trust and security In what aspects are feelings of trust and security important for this

feature/product? How does the designer want trust and security to be reflected in the product/feature? Do the users trust the feature/product? In every situation? Do the users feel in control when using the feature/product?

Collaboration In what aspects/situations are feelings of collaboration important for

this product/feature?

How does the designer want collaboration to be reflected in the product/feature? Does the product enhance group affiliation? Is that a desirable goal? How does the features affect the collaboration between the computer and user? Is this feature helping the users in their computer interaction? How could the product become an extension of yourself and erase the line between the user and the computer?

Feedback What does feelings of feedback mean for this feature? What kind of feedback is most appropriate for this feature/product?

(haptic, visual, audio etc) Are the users getting feedback on what they are doing? Do the users feel any frustration when using the feature? In that case, how could the right amount of feedback decrease frustration? Provide the user with early, precise and clear feedback on errors e.g. let the user see what element has been chosen by color coding or click sounding when the selection is done.

Adaption What does feelings of adaptation mean for this feature?

Do the users have to adapt their behavior when interacting with it? How intuitive are the features? Is the computer interaction becoming more adapted to the user? Is there any possibility for the user to create their own paths/shortcuts or in any other way personalize the product/feature?

Enjoyment What does enjoyment mean for this feature? How does the designer want enjoyment to be reflected in the

product/feature? When and how should the user feel positive emotions when using it? How does this feature increase users positive emotions?

Curiosity In what situations should the users feel engaged when using the

product? How does the product create any possibilities for exploring the device or computer interaction in a new way?

Decreasing negative emotions Are there any situations where the product/feature could generate

negative emotions? Anxiety? Fear? Anger? Frustration?

Could there be situation when the users don’t want to use the product/feature? Could the product be designed to reduce these negative emotions?

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