Emotions and Emotional Design

Emotions

• Defined as - A complex reaction pattern, with elements of experience, behavior, and physiology.
• Three components: subjective experience, physiological response, behavioral or expressive response
• Positive emotions are those associated with feeling good about oneself
• Negative emotions are those that sap your energy and undermine your effectiveness

Emotional Design

• Creates designs to evoke emotions that result in positive user experiences
• Three levels of cognitive processing: Visceral, Behavioral, and Reflective
• Visceral - gut reactions to or first impressions of design
• Behavioral - users evaluate a design through their goals and its usability.
• Reflective - users consciously judge design performance and benefits.

Pleasure Model (Patrick W. Jordan)

• Focuses on pleasurable aspects of interactions with products
• Based on the framework of Lionel Tiger - Four types of pleasure: Physio-pleasure, Socio-pleasure, Psycho-pleasure, and Ideo-pleasure
• Physio-pleasure is related to bodily aspects and sensory experiences
• Socio-pleasure relates to the enjoyment derived from relationships with others
• Psycho-pleasure is associated with cognitive and emotional reactions
• Ideo-pleasure is associated with personal values

Basic Model of Product Appraisal Process (Desmet)

• Product appraisal depends on product attributes and judgment of design against a concern
• Appraisal leads to emotion.

Kansei Engineering (KE)

• "Kansei" is a Japanese word for sensitivity, feeling, emotion, intuition. aesthetic, senses etc...
• Established by Mitsuo Nagamachi

Human Errors

• Errors are failures in planned action to be completed as intended, or use of a wrong plan to achieve an aim.
• Errors of execution - failure to execute plan correctly
• Errors of planning - wrong plan is used to accomplish tasks.
• Active failures - occur at the level of a frontline operator and are felt almost immediately
• Latent Conditions - occur outside the direct control of the operator and cause a chain of events leading to errors
• Latent conditions include distractions, interruptions, task complexity, lack of knowledge or resources, and distractions.

Cognitive Processing in Errors (J. Reason)

• Three stages of cognitive processing for tasks: Planning, Storage, and Execution.
• Errors at each stage are distinct:
  • Slips - occur during the execution stage and are incorrect executions of planned actions
  • Lapses - occur during the storage stage and are incorrect omissions of a stored, planned action
  • Mistakes - occur during the planning stage and the plan is unsuitable for accomplishing the desired goal

Reducing Slips and Lapses

• Make workers aware that slips and lapses happen
• Use checklists to ensure that all actions have been completed
• Include equipment setup, site layout, and work methods in procedures to ensure a logical sequence
• Ensure checks are in place for complicated tasks
• Minimize distractions and interruptions

Why Mistakes Occur

• Doing too many things at the same time
• Doing too many complex tasks at once
• Time pressures

Factors that Contribute to Mistakes

• Work environment - temperature, lighting, noise etc...
• Extreme task demands - unusual workload, deadlines, or difficult tasks
• Social issues - relationship conflicts, lack of support from supervisors or peers
• Individual stressors - personal problems, financial issues
• Equipment problems - faulty equipment, lack of resources
• Organizational issues - poor communication, lack of training

Origins of Error - GEMS Model (Generic Error-Modeling System)

• Attempts to understand the origins of human error by identifying three levels of processing:
  • Skill-based: familiar and automatic procedural tasks
  • Rule-based: involves pattern matching from a set of internal problem-solving rules
  • Knowledge-based: involves reasoning from first principles

Addressing Human Error

• Focus on error tolerance, not avoidance
• Human error is inescapable
• Human error is detectable

Building Robustness to Human Error

• Discover and correct latent errors, human nature is to wait until an emergency before responding.
• Increase system visibility by not hiding complexity behind automated mechanisms
• Take errors into account in operator training by including error scenarios and promoting exploratory trial and error training.
• Emphasize the positive side of errors - Learning from them.
• Reduce opportunities for error by designing tasks to match human limits like working memory and problem-solving abilities.

Error Prevention Tools

• Job Hazard Assessment/Pre-Job Brief: Identify and address existing and potential job hazards.
• Self Checking (STAR): STOP - Is my attention focused.
• Questioning Attitude: Stop, look, and listen. Gather information before acting.
• Stop When Unsure: Stop and get clarification if things feel wrong.
• Feedback and Reinforcement: People perform better when they receive encouragement and support from others.