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What are the categories for classifying users according to the text?
What are the categories for classifying users according to the text?
What are the categories of user experience curves mentioned in the text?
What are the categories of user experience curves mentioned in the text?
What is the common experience level of people using computer software?
What is the common experience level of people using computer software?
Who should be interviewed to determine values, expectations, issues, and constraints for software development according to the text?
Who should be interviewed to determine values, expectations, issues, and constraints for software development according to the text?
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What is the primary focus of some systems mentioned in the text?
What is the primary focus of some systems mentioned in the text?
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What happens to the difficulty of maintaining expertise over time, according to the text?
What happens to the difficulty of maintaining expertise over time, according to the text?
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What do most users tend to be in terms of using a software interface, according to the text?
What do most users tend to be in terms of using a software interface, according to the text?
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What is the first task of a selfish designer, according to the text?
What is the first task of a selfish designer, according to the text?
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What is the aim of some systems mentioned in the text?
What is the aim of some systems mentioned in the text?
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Who are the perpetual intermediates, according to the text?
Who are the perpetual intermediates, according to the text?
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What is the main focus of the design effort?
What is the main focus of the design effort?
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Who are often hired externally by project managers to provide knowledge of complex domains and industry best practices?
Who are often hired externally by project managers to provide knowledge of complex domains and industry best practices?
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For business settings, who are rarely actually the users of a product?
For business settings, who are rarely actually the users of a product?
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What is the main goal when identifying candidate users for a product?
What is the main goal when identifying candidate users for a product?
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What is the focus of an ethnographic interview conducted in the actual workplace/environment?
What is the focus of an ethnographic interview conducted in the actual workplace/environment?
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What are patterns of use generally based on for consumer products?
What are patterns of use generally based on for consumer products?
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What type of questions should be asked to encourage elaboration during an interview?
What type of questions should be asked to encourage elaboration during an interview?
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What is the recommended duration for an ethnographic interview in the actual workplace/environment?
What is the recommended duration for an ethnographic interview in the actual workplace/environment?
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What is the recommended approach for an interviewer to be considered an active listener?
What is the recommended approach for an interviewer to be considered an active listener?
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What is the main focus during the general flow of an interview for a business product?
What is the main focus during the general flow of an interview for a business product?
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Ethnographic interviews combine immersive observation and directed interview techniques.
Ethnographic interviews combine immersive observation and directed interview techniques.
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Customers for consumer products are often the same as users.
Customers for consumer products are often the same as users.
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The main focus of the design effort should always be the actual users of a product.
The main focus of the design effort should always be the actual users of a product.
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An active listener should use open body language to encourage elaboration during an interview.
An active listener should use open body language to encourage elaboration during an interview.
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When identifying candidate users, designers must capture the range of user behaviors regarding a product.
When identifying candidate users, designers must capture the range of user behaviors regarding a product.
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Patterns of use for consumer products are generally based on job responsibilities.
Patterns of use for consumer products are generally based on job responsibilities.
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An in-flight entertainment system would be primarily used by the customers of the airline.
An in-flight entertainment system would be primarily used by the customers of the airline.
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Most people are capable of accurately assessing their own behavior according to Pinker, 1999.
Most people are capable of accurately assessing their own behavior according to Pinker, 1999.
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An ethnographic interview should be conducted with third parties present to provide supervision.
An ethnographic interview should be conducted with third parties present to provide supervision.
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The perpetual intermediates lean towards an expert user perspective.
The perpetual intermediates lean towards an expert user perspective.
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Most users tend to remain beginners in terms of using software interfaces, according to the text.
Most users tend to remain beginners in terms of using software interfaces, according to the text.
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The difficulty of maintaining a high level of expertise means that experts fade over time.
The difficulty of maintaining a high level of expertise means that experts fade over time.
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One of the categories for classifying users according to the text is gender.
One of the categories for classifying users according to the text is gender.
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The main focus of some systems mentioned in the text is to emphasize efficiency for proficient users.
The main focus of some systems mentioned in the text is to emphasize efficiency for proficient users.
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Ethnographic interviews in the actual workplace/environment are recommended to last no more than 30 minutes.
Ethnographic interviews in the actual workplace/environment are recommended to last no more than 30 minutes.
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The perpetual intermediates, according to the text, are the ones who are always beginners and never progress to expert level.
The perpetual intermediates, according to the text, are the ones who are always beginners and never progress to expert level.
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The aim of some systems mentioned in the text is to focus on memorability.
The aim of some systems mentioned in the text is to focus on memorability.
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The project staff who should be interviewed to determine values, expectations, issues, and constraints include the end users of the software.
The project staff who should be interviewed to determine values, expectations, issues, and constraints include the end users of the software.
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The experience level of people using computer software tends to remain constant over time.
The experience level of people using computer software tends to remain constant over time.
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Rich menus and dialogues plus a command/scripting language support both ease of learning and an 'expert mode', according to the text.
Rich menus and dialogues plus a command/scripting language support both ease of learning and an 'expert mode', according to the text.
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Users can be classified according to their: Experience Educational level Age Amount of prior training, etc.
Users can be classified according to their: Experience Educational level Age Amount of prior training, etc.
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The experience level of people using computer software tends. In terms of using a software interface, Beginners do not remain beginners for long. The difficulty of maintaining a high level of expertise means that experts fade over time. Most users gravitate over time towards intermediacy. Most users are neither beginners nor experts: they are perpetual intermediates
The experience level of people using computer software tends. In terms of using a software interface, Beginners do not remain beginners for long. The difficulty of maintaining a high level of expertise means that experts fade over time. Most users gravitate over time towards intermediacy. Most users are neither beginners nor experts: they are perpetual intermediates
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Conduct interviews with: Project staff (managers, programmers, marketing people) who are in charge of developing the software). Subject matter and domain experts. Customers (the purchaser of the product, not necessarily the same as the end user). to determine values, expectations, issues, and constraints.
Conduct interviews with: Project staff (managers, programmers, marketing people) who are in charge of developing the software). Subject matter and domain experts. Customers (the purchaser of the product, not necessarily the same as the end user). to determine values, expectations, issues, and constraints.
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LEARNING Some systems are designed to focus on learnability. Others emphasize ______ for proficient users. Some support both ease of learning and an “expert mode” (for example rich menus and dialogues plus a command/scripting language), and thus attempt to ride the top of the curves in (Figure 4.2) GRAPH FOR THE LEARNING CURVES
LEARNING Some systems are designed to focus on learnability. Others emphasize ______ for proficient users. Some support both ease of learning and an “expert mode” (for example rich menus and dialogues plus a command/scripting language), and thus attempt to ride the top of the curves in (Figure 4.2) GRAPH FOR THE LEARNING CURVES
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KNOW THE USER Lecture 4 THE USER KNOW “ I’m a very ______: when I design software, I design it for me. And so my first task is to become you. ”
KNOW THE USER Lecture 4 THE USER KNOW “ I’m a very ______: when I design software, I design it for me. And so my first task is to become you. ”
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INTERVIEWING PROJECT STAFF One-on-one interviews.
INTERVIEWING PROJECT STAFF One-on-one interviews.
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Most users are neither beginners nor experts: they are ______
Most users are neither beginners nor experts: they are ______
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MOST USERS ARE PERPETUAL INTERMEDIATES The experience level of people using computer software tends
MOST USERS ARE PERPETUAL INTERMEDIATES The experience level of people using computer software tends
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RESEARCH THE FRAMES OF REFERENCE
RESEARCH THE FRAMES OF REFERENCE
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CATEGORIES OF USER EXPERIENCE CURVES LEARNING
CATEGORIES OF USER EXPERIENCE CURVES LEARNING
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An ethnographic interview should be conducted with third parties present to provide supervision
An ethnographic interview should be conducted with third parties present to provide supervision
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The main focus of the design effort should always be the actual users of a product.
The main focus of the design effort should always be the actual users of a product.
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The recommended duration for an ethnographic interview in the actual workplace/environment is
The recommended duration for an ethnographic interview in the actual workplace/environment is
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The perpetual intermediates, according to the text, are the ones who are always beginners and never progress to expert level.
The perpetual intermediates, according to the text, are the ones who are always beginners and never progress to expert level.
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The aim of some systems mentioned in the text is to focus on
The aim of some systems mentioned in the text is to focus on
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Most users are neither beginners nor experts: they are
Most users are neither beginners nor experts: they are
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The perpetual intermediates lean towards an expert user perspective.
The perpetual intermediates lean towards an expert user perspective.
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Patterns of use for consumer products are generally based on
Patterns of use for consumer products are generally based on
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The difficulty of maintaining a high level of expertise means that experts fade over time.
The difficulty of maintaining a high level of expertise means that experts fade over time.
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The experience level of people using computer software tends to remain constant over time.
The experience level of people using computer software tends to remain constant over time.
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Match the following with their classification criteria:
Match the following with their classification criteria:
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Match the following with their primary focus according to the text:
Match the following with their primary focus according to the text:
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Match the following with their common experience level in using computer software:
Match the following with their common experience level in using computer software:
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Match the following with their recommended interview subjects:
Match the following with their recommended interview subjects:
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Match the following with their focus in software design:
Match the following with their focus in software design:
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Match the following with their patterns of use for consumer products:
Match the following with their patterns of use for consumer products:
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Match the following with their aim in software design:
Match the following with their aim in software design:
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Match the following with their recommended approach for an interviewer:
Match the following with their recommended approach for an interviewer:
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Match the following with their recommended interview duration:
Match the following with their recommended interview duration:
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Match the following with their focus in user experience curves:
Match the following with their focus in user experience curves:
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Whom would you interview if you were designing: An in-flight entertainment system. A corporate help desk. A complete hospital management system. A mobile phone with email capability.
Whom would you interview if you were designing: An in-flight entertainment system. A corporate help desk. A complete hospital management system. A mobile phone with email capability.
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What sorts of people might use this product. How might their needs vary. What ranges of behavior might be involved. Which kinds of environment might be involved. Try to interview some people from each different group.
What sorts of people might use this product. How might their needs vary. What ranges of behavior might be involved. Which kinds of environment might be involved. Try to interview some people from each different group.
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An ethnographic interview should be conducted in the actual workplace/environment. 45-60 minutes. No third parties (supervisors or clients). Focus on understanding: – Overall goals – Current tasks CONTD. – Constraints and exceptions – Problems needing solution (where does it hurt.) – Broader context – Domain issues – Vocabulary Ask permission to take a few photographs of the user and their workplace (for creating personas).
An ethnographic interview should be conducted in the actual workplace/environment. 45-60 minutes. No third parties (supervisors or clients). Focus on understanding: – Overall goals – Current tasks CONTD. – Constraints and exceptions – Problems needing solution (where does it hurt.) – Broader context – Domain issues – Vocabulary Ask permission to take a few photographs of the user and their workplace (for creating personas).
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A good interviewer is an active listener: Use open body language: lean forward, hand under chin, arms open, eye contact. Use minimal encouragers: brief verbal cues (hmmm, uh-huh, oh.), nodding, tilting head sideways. CONTD. Ask open-ended questions (how, when, what, why) to encourage elaboration. Use closed questions (can you, will you, do you) with yes/no or simple fact answer to clarify your understanding. Summarise to check you understand the important points: “So it sounds like the key points are.”.
A good interviewer is an active listener: Use open body language: lean forward, hand under chin, arms open, eye contact. Use minimal encouragers: brief verbal cues (hmmm, uh-huh, oh.), nodding, tilting head sideways. CONTD. Ask open-ended questions (how, when, what, why) to encourage elaboration. Use closed questions (can you, will you, do you) with yes/no or simple fact answer to clarify your understanding. Summarise to check you understand the important points: “So it sounds like the key points are.”.
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What do you spend most of your time on. [task priority] What things waste your time. [opportunity] Where does it hurt. [opportunity] What makes a good work day. A bad one. [goals] CONTD. What kind of training do you have. [support to provide] What are the most important things you do. [priorities, goals] What information helps you make decisions. [info to provide]
What do you spend most of your time on. [task priority] What things waste your time. [opportunity] Where does it hurt. [opportunity] What makes a good work day. A bad one. [goals] CONTD. What kind of training do you have. [support to provide] What are the most important things you do. [priorities, goals] What information helps you make decisions. [info to provide]
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When interviewing users, we are trying to discover ______ of use: Business products: Patterns of use are generally based on job responsibilities. Consumer products: Patterns of use are generally based on lifestyle (age, gender, occupation, etc).
When interviewing users, we are trying to discover ______ of use: Business products: Patterns of use are generally based on job responsibilities. Consumer products: Patterns of use are generally based on lifestyle (age, gender, occupation, etc).
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Use open body language: lean forward, hand under chin, arms open, eye contact. Use minimal ______: brief verbal cues (hmmm, uh-huh, oh.), nodding, tilting head sideways. CONTD. Ask open-ended questions (how, when, what, why) to encourage elaboration. Use closed questions (can you, will you, do you) with yes/no or simple fact answer to clarify your understanding. Summarise to check you understand the important points: “So it sounds like the key points are.”.
Use open body language: lean forward, hand under chin, arms open, eye contact. Use minimal ______: brief verbal cues (hmmm, uh-huh, oh.), nodding, tilting head sideways. CONTD. Ask open-ended questions (how, when, what, why) to encourage elaboration. Use closed questions (can you, will you, do you) with yes/no or simple fact answer to clarify your understanding. Summarise to check you understand the important points: “So it sounds like the key points are.”.
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Introductions. Why we’re here: We’ve been asked to design/improve X. What we’ll ask: your day, your background, your frustrations. Tell us about your responsibilities and your typical workday. Drill into specific tasks.
Introductions. Why we’re here: We’ve been asked to design/improve X. What we’ll ask: your day, your background, your frustrations. Tell us about your responsibilities and your typical workday. Drill into specific tasks.
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Rich menus and dialogues plus a command/scripting language support both ease of learning and an 'expert mode', according to the text.
Rich menus and dialogues plus a command/scripting language support both ease of learning and an 'expert mode', according to the text.
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Business products: Patterns of use are generally ______ on job responsibilities. Consumer products: Patterns of use are generally ______ on lifestyle (age, gender, occupation, etc).
Business products: Patterns of use are generally ______ on job responsibilities. Consumer products: Patterns of use are generally ______ on lifestyle (age, gender, occupation, etc).
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Match the following with their recommended approach for an interviewer:
Match the following with their recommended approach for an interviewer:
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Match the following with their focus in user experience curves:
Match the following with their focus in user experience curves:
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Match the following with their classification criteria:
Match the following with their classification criteria:
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Match the following with their focus in an ethnographic interview:
Match the following with their focus in an ethnographic interview:
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Match the following with their interview subjects:
Match the following with their interview subjects:
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Match the following with their main focus in the general flow of an interview for a business product:
Match the following with their main focus in the general flow of an interview for a business product:
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Match the following with their main subjects for software development:
Match the following with their main subjects for software development:
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Match the following with their focus in identifying candidate users:
Match the following with their focus in identifying candidate users:
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Match the following with their types of questions for an active listener:
Match the following with their types of questions for an active listener:
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Match the following with their main subjects for an ethnographic interview in the actual workplace/environment:
Match the following with their main subjects for an ethnographic interview in the actual workplace/environment:
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Match the following interviewing techniques with their descriptions:
Match the following interviewing techniques with their descriptions:
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Match the following interview focus areas with their descriptions:
Match the following interview focus areas with their descriptions:
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Match the following listening techniques with their descriptions:
Match the following listening techniques with their descriptions:
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Match the following user experience patterns with their descriptions:
Match the following user experience patterns with their descriptions:
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Match the following interview questions with their focus areas:
Match the following interview questions with their focus areas:
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Match the following user classification categories with their descriptions:
Match the following user classification categories with their descriptions:
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Match the following system aims with their descriptions:
Match the following system aims with their descriptions:
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Match the following user assessment statements with their descriptions:
Match the following user assessment statements with their descriptions:
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Match the following product usage scenarios with their primary users:
Match the following product usage scenarios with their primary users:
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Match the following interview duration with their recommended time frame:
Match the following interview duration with their recommended time frame:
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