may 8, 20012 how usable is usb? making usb an ease of use asset actions taken & what to be aware...
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May 8, 2001 2
How Usable is USB?Making USB an Ease
of Use Asset
How Usable is USB?Making USB an Ease
of Use AssetActions Taken & What to Be Actions Taken & What to Be Aware of Moving ForwardAware of Moving Forward
Paul SorensonPaul Sorenson
Intel CorporationIntel Corporation
May 8, 2001 3
Sim
plifi
catio
nSi
mpl
ifica
tion
ReliabilityReliability
Ease of Use VectorsFocus Has Been on SimplificationEase of Use VectorsFocus Has Been on Simplification
Power ManagementPower Management
OOBE (Set-up)OOBE (Set-up)
Easy ExpansionEasy Expansion
Front Panel I/OFront Panel I/O
Color CodedColor CodedConnectorsConnectors AutomaticAutomatic
UpdateUpdate
PC HealthPC Health
Center of Digital WorldCenter of Digital World
Faster BootFaster Boot
Driver reliabilityDriver reliability
InteroperabilityInteroperability
No CrashesNo Crashes
Natural InteractionNatural Interaction
Always availableAlways available
Icon ClutterIcon Clutter
May 8, 2001 4
Top USB install problems from RTTop USB install problems from RT Users installed wrong USB driversUsers installed wrong USB drivers(user didn't properly load vendor's (user didn't properly load vendor's driver)driver)User cannot get USB device working User cannot get USB device working after initial failure because OS doesn't after initial failure because OS doesn't fully remove software from priorfully remove software from priorattemptattemptUsers didn’t know which USB port to Users didn’t know which USB port to plug their keyboard and mouse intoplug their keyboard and mouse into
How Usable is USB? - OverviewHow Usable is USB? - Overview
Usability Studies (Intel’s)Usability Studies (Intel’s)A WIN ME Usability Test A WIN ME Usability Test showed USB device install one showed USB device install one of top problem area of top problem area 5 additional independent Intel 5 additional independent Intel usability studies confirm many usability studies confirm many of these install usability of these install usability problemsproblems
Industry Round Table (RT) data for 2000 show that USB is top-5 customer support problem
– One RT OEM cites USB 5-10% of total call volume. Other RT OEM’s cite 1-4%
– RT data confirms problems no different w/ WIN ME
– RT top USB problems are with USB install
Bottom LineBottom LineAddressing Usability Problems can:Addressing Usability Problems can:
making PC simplermaking PC simplerreduce end-user calls => reduce end-user calls => more user satisfaction & more user satisfaction & less cost, less cost, and and Accelerate Accelerate legacy-removal, legacy-removal,
May 8, 2001 5
Top USB Usability IssuesTop USB Usability Issues
Users follow many paths to install a USB device...
Incorrect USB Mental Model: Which USB port does my device plug into ?
2
User Guidance Conflict: IHV doct’n says SW first; OS doct’n says plug in first.
1
Pop-up Alert Too Quick Users cancel out of wizard. fixed
4
CD Not Inserted: Users fail to put in CD when requested--can result in wrong drivers
7
User Selects Wrong Printer/Driver – fixed (add hw wizard)
3 USB Power Trap: “Port doesn’t have enough power ? ” Where to move it ?”
10 USB High Speed Trap: “Hmm, my new high-speed peripheral seems slow
Port Selection Error: Users are asked to select legacy printer port for USB
6
Wrong/Partial Driver Installed: “Wizard says install complete, but printer won’t work.
8
Bundled SW not installed: User doesn’t realize it’s not installed
USB bandwidth exceeded: I need to move my USB device, but where?
11
9
5
Problem Description
User plugs device into PC USB portUser plugs device into PC USB port
User sees pop-up new HW wizard alertUser sees pop-up new HW wizard alert
User puts install CD in PCUser puts install CD in PC
User Installs Optional Bundled Device SW
User Installs Optional Bundled Device SW
User progresses through pop-up install wizardUser progresses through pop-up install wizard
User Installs Required Device SW (drivers)
User Installs Required Device SW (drivers)
User tries to install Required Device SW (drivers)User tries to install Required Device SW (drivers)
22
11
44
55
77
Installation of required and bundled SW complete
Installation of required and bundled SW complete
33
66
88
Installation of required SW complete, not bundled SW
99
First impressions of high-speed printer in full-speed port 1010 1111
Printer app used while other USB device apps are active
User Begins InstallUser Begins Install
User opens Add New Printer Wizard from Control Panel
Pop-up HW WizardPop-up HW Wizard Vendor’s Install DiskVendor’s Install Disk Control Panel HW WizardControl Panel HW Wizard
INSTALL COMPLETE, USAGE FOLLOWSINSTALL COMPLETE, USAGE FOLLOWS
9988
Installation of required SW complete, not bundled SW
May 8, 2001 6
Common User ProblemsCommon User Problems
“Which USB port do I plug my camera into?”
Educate Users: E.g., “Works like phone or power. Plug into any USB port on PC chassis”
Many users hit USB install problems. Don’t read product manual
Provide install card, w/ pictures numbered steps. Show USB icon & explain USB model
“I know USB port, but what’s a hub; bus-powered, controller ?”
Employ Users’ Language: E.g., Try “powered by the PC”, not “bus-powered” Test your product’s usability
“Which USB port do I plug my camera into?”
Educate Users: E.g., “Works like phone or power. Plug into any USB port on PC chassis”
Many users hit USB install problems. Don’t read product manual
Provide install card, w/ pictures numbered steps. Show USB icon & explain USB model
“I know USB port, but what’s a hub; bus-powered, controller ?”
Employ Users’ Language: E.g., Try “powered by the PC”, not “bus-powered” Test your product’s usability
User ProblemUser Problem Recommended SolutionRecommended Solution
Ease of Use Recommendations
May 8, 2001 7
Power TrapPower Trap
IHV’sIHV’s– If your device is bus-powered, with high power If your device is bus-powered, with high power
requirements:requirements: Ensure install instructions direct users to plug device into Ensure install instructions direct users to plug device into
any USB port on PC chassis any USB port on PC chassis or, into a self-powered USB hub accessory or, into a self-powered USB hub accessory
Bus-Powered Hub VendorsBus-Powered Hub Vendors– Prominently state hub’s ports are for low-powered Prominently state hub’s ports are for low-powered
devices like mice devices like mice Keyboard hub vendors – please take note: action now saves Keyboard hub vendors – please take note: action now saves
calls & dissatisfaction latercalls & dissatisfaction later
Ease of Use Recommendations
May 8, 2001 8
Power TrapPower Trap
USB IFUSB IF– Continue to actively discourage further proliferationContinue to actively discourage further proliferation
of bus-powered hubs. Encourage self-poweredof bus-powered hubs. Encourage self-poweredhubs onlyhubs only
OEM’sOEM’s– Industry should continue to place at least half of USB Industry should continue to place at least half of USB
ports on PC chassis front. This will reduce tendency ports on PC chassis front. This will reduce tendency to use keyboard hubto use keyboard hub
Ease of Use Recommendations
ContinuedContinued
May 8, 2001 9
Bandwidth TrapBandwidth Trap
Provide the minimum bandwidth consumption Provide the minimum bandwidth consumption requirements for your peripheral requirements for your peripheral
This enables automatic resolution of the This enables automatic resolution of the “bandwidth-exceeded” scenario, rather than “bandwidth-exceeded” scenario, rather than requiring user interventionrequiring user intervention
This is a requirement in the USB specificationThis is a requirement in the USB specification
Ease of Use Recommendations
Peripherals VendorsPeripherals Vendors
May 8, 2001 10
That’s USB 1.X –We’re building 2.0 now –
so its all better, right?
That’s USB 1.X –We’re building 2.0 now –
so its all better, right?
Well, maybe not….Well, maybe not….
May 8, 2001 11
Hi-Speed USB Overviewand StatusHi-Speed USB Overviewand Status
USB 2.0 rollout amidst 1.X devices/hosts/PCs identified USB 2.0 rollout amidst 1.X devices/hosts/PCs identified as an immediate opportunity for action at the January as an immediate opportunity for action at the January 2001 Consumer PC Ease of Use Roundtable2001 Consumer PC Ease of Use Roundtable– Concerns raised about user-confusion from mixed environmentConcerns raised about user-confusion from mixed environment
Tag team comprised of RT OEMs (IBM, Gateway, Dell, Tag team comprised of RT OEMs (IBM, Gateway, Dell, Compaq, NEC, HP) and other industry players (Intel, Compaq, NEC, HP) and other industry players (Intel, Microsoft,) formed Microsoft,) formed – Several additional peripherals vendors invited,Several additional peripherals vendors invited,
but did not engagebut did not engage Tag team assessed the situation & decided our relatively Tag team assessed the situation & decided our relatively
late involvement meant that only minimum, necessary late involvement meant that only minimum, necessary and sufficient, actions to address the most pressing and sufficient, actions to address the most pressing issues could be undertakenissues could be undertaken
May 8, 2001 12
USB 2.0 Overviewand StatusUSB 2.0 Overviewand Status
Plan approved and in progress:Plan approved and in progress: – Design guideline for use/placement of a Hi Speed USB icon for Design guideline for use/placement of a Hi Speed USB icon for
Host/PC portsHost/PC ports– Other labeling left to USB logo program & whatever PC and Other labeling left to USB logo program & whatever PC and
Peripherals OEMs choose (e.g., stickers) Peripherals OEMs choose (e.g., stickers) – Tag-team now considering other USB 2.0 issues in advisory role Tag-team now considering other USB 2.0 issues in advisory role
to USB IFto USB IF Design guideline is complete & will be posted USB Design guideline is complete & will be posted USB
Industry Forum, Inc. website soon – watch for itIndustry Forum, Inc. website soon – watch for it
The Best ROI for Hfe/usability Involvement Comes From The Best ROI for Hfe/usability Involvement Comes From Early, Continuous Participation With Marketing and Early, Continuous Participation With Marketing and
Engineering During Design of SpecificationsEngineering During Design of Specifications
May 8, 2001 13
USB 2.0 Hi-SpeedIcon GuidelineUSB 2.0 Hi-SpeedIcon Guideline
Based on trident-design, Based on trident-design, with minor addition (“+”) with minor addition (“+”) that is detectable, butthat is detectable, butnot salientnot salient
For placement nearFor placement nearHi-speed, A-receptacleHi-speed, A-receptaclePC and Host portsPC and Host ports
Not intended for use on Not intended for use on cables or connector-cables or connector-housingshousings
USB logo program for USB logo program for other labeling needs other labeling needs
May 8, 2001 14
Next Steps / Action to TakeNext Steps / Action to Take
Check out the USB Developer’s website – watch Check out the USB Developer’s website – watch for the icon guideline:for the icon guideline:– http://www.USB.org/developers/docs.htmlhttp://www.USB.org/developers/docs.html
Look at the Ease of Use Roundtables’ website for Look at the Ease of Use Roundtables’ website for more on peripherals and PC usability:more on peripherals and PC usability:– http://www.eouroundtable.comhttp://www.eouroundtable.com
May 8, 2001 15
Next Steps / Action to TakeNext Steps / Action to Take
Remember: Remember: – Top USB Usability problems areTop USB Usability problems are
Users expect “1 port for 1 device”, and call asking “whichUsers expect “1 port for 1 device”, and call asking “whichUSB port should I plug my x into”USB port should I plug my x into”
Users don’t understand terminology like “hub, controller,Users don’t understand terminology like “hub, controller,bus powered” bus powered”
Watch for USB 2.0 mixing with 1.1 in the market.Watch for USB 2.0 mixing with 1.1 in the market.– Pay attention to the installation process, most errorsPay attention to the installation process, most errors
occur hereoccur here Contact with questions:Contact with questions:
– Paul Sorenson (503.264.7491 / paul.sorenson@intel.com)Paul Sorenson (503.264.7491 / paul.sorenson@intel.com)
ContinuedContinued
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