hcsd talk ibm
TRANSCRIPT
Human Centered Software Design
If it doesn’t work for people, it doesn’t work!(And now for something completely different…)
Created by: Hadar Ziv, Judy Olson, Bart KnijnenburgUniversity of California Irvine
About Me
Bart Knijnenburg
– Current: UC Irvine– Institute for Software Research– Privacy and personalization
– TU Eindhoven– Human Technology Interaction
– Carnegie Mellon University– Human-Computer Interaction
Institute
@usabart -- www.usabart.nl
Presentation Outline
Introduction and motivation
HCSD: Augmenting software engineering with HCD
Overview of HCD methods
Success stories
Questions and Discussion
Unstoppable Innovation
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Moore’s Law
Unstoppable Innovation
Unstoppable Innovation
“Threshold of Frustration”After a certain point technology gets so complex that it becomes too frustrating to use
Unstoppable Innovation
Hoping (and testing)… with people!
Two versions of barackobama.com– A/B testing
– Different…– Photo (rally, family, …)– Button (sign up, learn more, …)
We have a winner!– The second version…
– Collected more email addresses– $ 60 000 000 additional campaign
dollars!
Usability is essential…
Expensive, safety-critical technology– Tested with real
people!
Examples:– Medical devices
Usability is essential…
Expensive, safety-critical technology– Tested with real
people!
Examples:– Medical devices
– Nuclear power plant control rooms
Usability is essential…
Expensive, safety-critical technology– Tested with real
people!
Examples:– Medical devices
– Nuclear power plant control rooms
– Airplane cockpits
Usability (UCD) works!
User-centered design works– Simple
– Inexpensive
– Higher sales
– Higher satisfaction
Why is it not used?– Printers?
–
Usability (UCD) works!
User-centered design works– Simple
– Inexpensive
– Higher sales
– Higher satisfaction
Why is it not used?– Printers?
– Car stereos?
–
Usability (UCD) works!
User-centered design works– Simple
– Inexpensive
– Higher sales
– Higher satisfaction
Why is it not used?– Printers?
– Car stereos?
– Tax forms?
Unstoppable Innovation
0 2 4 6 8
Moore’s Law
More!
Moore!
Mooore!
Moooore!
Is this your software? Very likely…
How can we solve this problem?
Answer: Human Centered Software Design!
The Software Iterative Model
Business Modeling
Implementation
Test
Analysis & Design
Preliminary Iteration(s)
Iter.#1
Iter.#2
Iter.#n
Iter.#n+
1
Iter.#n+
2
Iter.#m
Iter.#m+
1
Deployment
Requirements
Who here is doing this?
Business Modeling
Implementation
Test
Analysis & Design
Preliminary Iteration(s)
Iter.#1
Iter.#2
Iter.#n
Iter.#n+
1
Iter.#n+
2
Iter.#m
Iter.#m+
1
Deployment
Requirements
User Test
What is wrong with this?
Testing at ALL stages
Preliminary Iteration(s)
Iter.#1
Iter.#2
Iter.#n
Iter.#n+
1
Iter.#n+
2
Iter.#m
Iter.#m+
1
User Test
More than just testing
Preliminary Iteration(s)
Iter.#1
Iter.#2
Iter.#n
Iter.#n+
1
Iter.#n+
2
Iter.#m
Iter.#m+
1
User Requirements
Interaction Analysis & Design
User Test
Interviews and ObservationsPersonas
ScenariosSwimming Lane Diagrams
StoryboardsDesign guidelines
Site mapMockups
Heuristic EvaluationUser tests
HCSD: A Blended Model
Business Modeling
Implementation
Test
Analysis & Design
Preliminary Iteration(s)
Iter.#1
Iter.#2
Iter.#n
Iter.#n+
1
Iter.#n+
2
Iter.#m
Iter.#m+
1
Deployment
Requirements
User Requirements
Interaction Analysis & Design
User Test
HCSD: A Blended Model
Process of designing from the user’s perspective– Does the right thing
– Is easy to learn and use
– Is satisfying
Beyond business goals, fancy features, and technological capabilities
Informatics at UC Irvine
University of California, Irvine– The “Best UC” in “The OC” (Orange County, CA)
– Top (#1) university in the US and #4 worldwide in a ranking of universities “under 50” (2012)
Bren School of Information and Computer Sciences– The only CS/ICS school in the UC system
– Multiple degrees, including a major in Informatics
HCSD at Informatics
Capstone senior design project – Year-long (3 quarters)
– Required for the Informatics major
– Develop software for real needs of real users and stakeholders
HCSD at UC Irvine
Software engineering
– Business and software requirements– Scenarios, use cases, user
stories, activity diagrams
– Software analysis and design– OOAD, UML, MVC
– Implementation– Java coding, .Net/C#,
PHP/MySQL, Python, Ruby
– Software Testing
– Project management
Human-Centered Design (HCD)
– Requirements– Interviews & observations,
Personas, Scenarios, Swimming lanes
– HC analysis and design– Site maps, Storyboards,
Guidelines, Mockups
– HC testing– Heuristic evaluation, User
testing
Human Centered Design Methods
An Overview
User Testing
InteractionAnalysis &
Design
User Requirements
Human Centered Design Methods
Interviews and observations of end users
Personas
Scenarios
Swimming Lane Diagrams
Storyboards
Design guidelines
Site Map / Generalized Transition Network
Mockup
Heuristic Evaluation
User testing
Interviews and observations
On site– “to see”
Watch– Tacit knowledge
Personas
A user-archetype– The “embodiment” of user needs, goals, desires and
limitations
– See the real purpose behind requirements
Useful during design– What would George do?
– How would Sharon use this feature?
During user testing– Bring in 3 Maries
– What tasks does she want to accomplish?
CaseTrak: Persona
Angela Lee– 28 year old resident physician at the UCI
Medical Center
– passionate about becoming a better physician
– loves working in the Emergency Department
– Enthusiastic about the potential of the new Electronic Medical Records (EMR)
– Used Merlin as a student, but didn’t like it because the system took up a lot of her limited free time
– She prefers going home over staying longer at work to enter required case data into one of the computer stations
Scenarios
Story of use with the new product– Leads well into use cases
– Focused on the why of each use case
Companies do this successfully– One of the main tools of the Gmail team
Our students do this successfully
CaseTrak: Scenario
While eating lunch, Angela uses the new app enter information from a few of her cases today
She grabs her chart notes and starts the application
The app makes data entry a lot faster: it is structured and requires less free typing than the Merlin system
For example, there are fields for acuity, involvement level, age and gender, with all the options given
She loves that CaseTrak saves her case information, so she can go back and add a secondary diagnosis
While her peers are stuck in front of the Merlin system after work, she’ll be on her way home to relax
Swimming Lane Diagrams
Introduce the software design into the scenario– What is the user’s workflow?
– What components are needed to support this workflow?
– How does the user interact with these components?
Invaluable for “groupware”!
CaseTrak: Swimming Lane Diagram
Retrieve Cases for Review
Su
perv
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gP
hysic
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Storyboards
Introduce the interface design into the scenario– How does the user interact with the system in
each step of her workflow?
– How can we support and improve their current workflow?
CaseTrak: Storyboard
CaseTrak: Storyboard
Generalized Transition Network (GTN)
Integrate all storyboards into one system diagram– A “screenshot” of each step in the interaction
– All possible transitions between steps
Useful for reflection– “Remote” features, “dead ends”, infinite loops
CaseTrak: GTN
Mockups (using Balsamiq)
CaseTrak: Mockups (before testing)
Design Guidelines
Heuristic Evaluation
– Visibility of system status
– Match system words to the real world
– User control and freedom
– Consistency and standards
– Error prevention
– Recognition rather than recall
– Accelerators
– Minimalist design
– Help users recognize and recover from errors
– Help and documentation
User Testing
CaseTrak: Mockups (after testing)
User Testing
InteractionAnalysis &
Design
User Requirements
Human Centered Design Methods
Interviews and observations of end users
Personas
Scenarios
Swimming Lane Diagrams
Storyboards
Design guidelines
Site Map / Generalized Transition Network
Mockup
Heuristic Evaluation
User testing
What do I get in return?Profit! Profit! Profit!
Apple knows…
Example: breastcancer.org
Return on Investment
When using HCD well– Sales increase by 100%
– It doubles
– Traffic count increases by 150%– More than doubles
– User performance increase by 160%– Cuts time by more than half
Nielsen & Gilutz 2006
HCSD at UC Irvine
“This is a jewel at UCI… I feel very lucky to be involved…”
(Stew Sutton, Aerospace Corp.)
HCSD at UC Irvine
“It is probably the most useful class I’ve taken at UCI…”
(A student)
Summary
Usability works!– If it doesn’t work for people, it doesn’t work!
HCD Benefits:– Traffic/Sales increase
– User happiness/User productivity increase
– Customer retention/Customer loyalty increase
How?– HCD Methods
– Easy to integrate in existing software engineering processes
Thank you!
We teach this integrated process/lifecycle
Our students follow it during a year long capstone course at UCI– CaseTrak, other projects successful
Contact us if you’d like to:– Learn more about how it (usability) works
– Participate in UCI Informatics capstone project course