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HUMAN COMPUTER INTERACTION LECTURE 1 DEFINITION Human-computer interaction is a discipline concerned with the design, evaluation and implementation of interactive computing systems for human use and with the study of major phenomena surrounding them. 2 WHAT IS HCI/INTERACTION DESIGN With the e...

HUMAN COMPUTER INTERACTION LECTURE 1 DEFINITION Human-computer interaction is a discipline concerned with the design, evaluation and implementation of interactive computing systems for human use and with the study of major phenomena surrounding them. 2 WHAT IS HCI/INTERACTION DESIGN With the exception of some embedded software and operating system code, the success of a software product is determined by the humans who use the product. A user centered design process, is experienced in many group design projects, provides a professional resource to creating software with functionality that users need. 3 CONTD. However, the availability of technical functionality does not guarantee that software will be practically usable. Software that is usable for its purpose is sometimes described by programmers as “intuitive” (easy to learn, easy to remember, easy to apply to new problems) or “powerful” (efficient, effective). 4 CONTD. These terms are vague and unscientific, but they point in the right direction. HCI helps us to understand why some software products are good and other software is bad. But sadly it is not a guaranteed formula for creating a successful product. In this sense it is like architecture or product design. 5 CONTD. Architects and product designers need a thorough technical grasp of the materials they work with, but the success of their work depends on the creative application of this technical knowledge. 6 CONTD. This creativity is a craft skill that is normally learned by working with a master designer in a studio, or from case studies of successful designs. A computer science course can provide the essential elements: an understanding of the user’s needs, and an understanding of potential solutions. 7 CONTD. There are many different approaches to the study and design of user interfaces. These approaches require a wide range of academic styles. In professional work, the most important attributes for HCI experts are to be both creative and practical, placing design at the center of the field. 8 DISCIPLINES CONTRIBUTING TO HUMAN-COMPUTER INTERACTION 9 IS HCI REALLY IMPORTANT? 10 A REAL LIFE EXAMPLE Example about: Health and safety concerns If the video doesn’t record a TV program because we pressed the wrong button, we are likely to feel angry. A real example: a pilot shuts down the wrong engine and the plane crashes (as happened near Leicestershire, in England on the M1 motorway in 1989), this is obviously more serious. 47 died 11 CONTD. Example about: direct correlation between HCI and sales NYNEX: a telecommunication company in Italy Purpose: to increase the performance of helpdesk office Decided to improve the usability of the helpdesk operator interface Reduced the process time 1 second per call Result: $ 3,000,000 benefit / year 12 THE IMPORTANCE OF HCI Can Preventing accidents Health and safety concerns Can reduce the cost of customer training and support Direct correlation between HCI and sales HCI can provide you a job. 13 TIME TO THINK! What is the percentage of software development projects that fails? A. 20% B. 35% C. 55% D. 85% 14 CONTD. Fact “: 85% of Software projects are either late or delivered without satisfying the specification.” But WHY? 15 REASONS FOR FAILURES Projects in general fail for various reasons: lack of senior management commitment lack of user involvement lack of user requirements specifications poor project planning and team problems 16 TRADITIONAL APPROACHES TO SYSTEM DEVELOPMENT Is concerned with producing software, software specification, maintainability, and testing Generally considers the interface to be just another software component. 17 EXAMPLE OF TRADITIONAL APPROACH 18 INTRODUCTION TO USER CENTERED APPROACH This approach normally involves a number of key activities throughout the development of the software including: Involving users Obtaining their feedback on the design Providing prototypes for system evaluation and re-design in light of user feedback and comments. 19 USER CENTERED APPROACH Real users involved at each step of the process Find out about the users before requirement specification Design and implementation Review (usability test) with the users 20 USER CENTERED DEVELOPMENT Data Collection Data Analysis Prototyping Design Evaluation 21 DATA COLLECTION Data recording Using media Interviews Stakeholder interviews Subject Matter Expert interviews User and customer interviews Questionnaires Surveys, product reviews Literature review Studying existing systems 22 DATA ANALYSIS Requirement analysis Formal specifications of the system User analysis Identifying and understanding the user Task analysis Steps user take to accomplish this task Functional analysis Functions that system perform to help the users carry out their task 23 PROTOTYPING Advantages of Prototyping: Users are actively involved in the development It provides a better system to users The users get a better understanding of the system being developed. Errors can be detected much earlier Quicker user feedback is available leading to better solutions 24 DESIGN Goals Achieving goals Users and systems Understanding the raw materials: computer and human Limitations Accepting limitations of humans and of design 25 EVALUATION Testing the usability, functionality and acceptability of an interactive system Expert evaluation Evaluation by Subject Matter Experts User evaluation Evaluation by user or customer 26 DESIGNER VS. USERS 27 DESIGNER VS. USERS 28 EXAMPLES 29 CONTD. 30 CONTD. 31 CONTD. 32 CONTD. 33 CONTD. 34 CONTD. 35 CONTD. 36 CONTD. 37 INTRODUCTION Interacting with technology has become an essential part of everyday life for the majority of people. The average user of a computer system is now less likely to understand the technology. Since, there are different types of technology they have to use. People are busy and may spend little or no time actually learning a new system. 38 CONTD. Therefore, computer systems should be easy to use, easy to learn, and with no errors. To design and develop of such a system is a major concern of HCI 39 WHAT IS HCI? Human-computer interaction (HCI): “is a discipline concerned with the design, evaluation and implementation of interactive systems for human use and with study of major phenomena surrounding them.” 40 WHAT IS HCI? HCI (human-computer interaction) is the study of interaction between people (users) and computers. Interaction between users and computers occurs at the user interface The golden principle in HCI is that “people should come first”. 41 CONTD. HCI consists of three parts: Human: could be an individual user or a group of users. Computer: could be any technology ranging from the general desktop computer to a large scale computer system. Interaction: any direct or indirect communication between a human and computer. 42 CONTD. HCI concentrates on the study of human factors The study of human factors started during the Second World War by US army. Usability was born because of badly designed arms that caused “friendly fire” during war. 43 THE HCI CHALLENGE 44 HCI IS NOT ABOUT Making the interface look pretty Only about desktop computers Something that would be nice to do but usually there’s no time for it 45 HCI IS ABOUT Understanding the users Understanding users tasks Understanding the surrounding environment Design prototype Evaluate the system 46 THE GOALS OF HCI The goal of HCI “is to develop or improve the safety, utility, effectiveness, efficiency and usability of system that include computers.” 47 THE GOALS OF HCI The goals of HCI are to produce usable and safe systems, as well as functional systems. In order to fulfill that, developers must attempt to: Understand how people use technology Building suitable systems Achieve efficient, effective, and safe interaction Put people first People needs, capabilities and preferences should come first. People should not have to change the way that they use a system. Instead, the system should be designed to match their requirements 48 WHAT IS USABILITY? A usable system is: easy to use easy to learn easy to remember how to use effective to use efficient to use safe to use enjoyable to use 49 WHY IS USABILITY IMPORTANT? A Good user-interface can: 1. Earn a company billions. 2. Increase users loyalty. 3. Increase users trust. 4. Makes users happy : ) 50 CONTD. A Bad user-interface can: 1. be annoying, embarrassing, frustrating, and even deadly. 2. Increase mistakes in data entry and system operation. 3. Makes functions become completely inaccessible. 4. System failure because of user rejection. 51 IT IS NOT SIMPLE TO MAKE GOOD USER INTERFACES Basic misconceptions: • If I (the developer) can use it, everyone can use it • If our non-technical staff can use it, everyone can • Good user interfaces are applied common sense • A system is usable if all style guidelines are met 52 EXAMPLES OF GOOD AND BAD DESIGN 53 CONTD. 54 CONTD. 55 CONTD. 56 CONTD. 57 CONTD. 58 THE USER KNOW “ I’m a very selfish designer: when I design software, I design it for me. And so my first task is to become you. ” CLASSIFYING USERS Users can be classified according to their: Experience Educational level Age Amount of prior training, etc. (Figure 4.1) CATEGORIES OF USER EXPERIENCE CURVES LEARNING Some systems are designed to focus on learnability. Others emphasize efficiency 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 MOST USERS 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 RESEARCH THE FRAMES OF REFERENCE 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. INTERVIEWING PROJECT STAFF One-on-one interviews. Try to discover: – vision of the product. – budget and schedule. – technical constraints. – perceptions of who users might be. INTERVIEWING SUBJECT MATTER EXPERTS (SMES) Often hired externally by project manager. Provide knowledge of complex domains, regulations, industry best practice. Often lean towards expert user perspective (rather than intermediate). INTERVIEWING CUSTOMERS Customers are the people who make the decision to purchase. For consumer products, customers are often the same as users. For business settings, customers are rarely actually the users of a product. CONTD. Try to discover the customer’s: – goals in purchasing the product – frustrations with current solutions – decision process for purchasing – role in installation and maintenance RESEARCH THE END USER The actual users of a product should always be the main focus of the design effort. Most people are incapable of accurately assessing their own behaviour [Pinker, 1999]. Rather than talk to users about how they think they behave, it is better to observe their behaviour first-hand. And then ask clarifying questions in the context of use. INTERVIEWS ETHNOGRAPHIC A combination of immersive observation and directed interview techniques. Observe the user using their current tools in their normal environment. Interviewer assumes the role of an apprentice learning from the master craftsman (user). Alternate between observation of work and discussion of its structure and details. IDENTIFYING CANDIDATE USERS Designers must capture the range of user behaviours regarding a product. What sorts of people might use this product? How might their needs vary? What ranges of behaviour might be involved? Which kinds of environment might be involved? Try to interview some people from each different group. EXAMPLES 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? CONDUCTING AN ETHNOGRAPHIC INTERVIEW In 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). PATTERNS OF USE When interviewing users, we are trying to discover patterns 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). BEING AN ACTIVE LISTENER 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...”. GENERAL FLOW OF INTERVIEW FOR BUSINESS PRODUCT 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. CONTD. How is existing product (if any) involved in those tasks. Relationships with other people and processes. Goals. Follow up on interesting points. Wrap-up. GOOD GENERAL QUESTIONS 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] INTRODUCTION Medical errors kill more people every year than car wrecks, breast cancer, and AIDS combined. According to the Institute of Medicine, 98,000 people every year die due to medical errors. 83 INTRODUCTION (CONT.) The big driving factors in healthcare now: 1. Quality 2. Safety 3. Medical errors 84 PATIENT SAFETY Institute of Medicine Report: “To Err is Human” 98,000 preventable deaths due to human error Eighth leading cause of death Error is inevitable in any discipline. However, in medicine error is especially costly. Given the complexity of healthcare, create a safe culture seems to be the ultimate challenge for those who specialize in human factors If errors are not reported, which is too often the case, then it is much harder to learn from those errors. 85 ANNUAL DEATH RATES IN US 1.1 Table: (Kohn, L. T., Corrigan, J., & Donaldson, M. S., 2000). 86 MEDICAL DEVICE ERRORS The Food and Drug Administration is the government body that oversees and approves medical devices. FDA recognizes most user errors with medical devices are: Influenced by device design and device labeling Not "inevitable human error" (not just human error) While they prioritize accuracy and safety, usability standards may need improvement to ensure reliable products. Ignoring usability is not advisable. 87 FDA DEVICE REPORTS In a given year there are over 25,000 FDA device reports related to user errors and many of them have been implicated in patient/user deaths Flicker image (2010). 88 GLUCOSE MONITORS Kaufman, D.R. & Starren, J. B. (2006). Glucose meters, commonly used by people with diabetes, can be effective, but they often have usability issues, especially for older patients, making it important to examine them closely. 89 DIGITAL DIVIDE Socioeconomic and demographic divisions between computer users and nonusers. In particular, Elderly adults Less affluent Hispanics and African Americans Rural populations Less educated The good news is that this divide has been closing over the last several years, but it still represents a substantial division 90 COMMUNITY-RELATED INITIATIVES There are an increasing number of communityrelated initiatives to bridge the digital divide. Here a community trainer training members of the community about accessing health information online Kaufman, D.R. & Rockoff, M.L. (2006). 91 COMMUNITY-RELATED INITIATIVES (CONT.) Older adults learning to access health information online. These community classes have the potential to close some of the digital divide gaps. Kaufman, D.R. & Rockoff, M.L. (2006). 92 TELEMEDICINE DEVICE Kaufman, D.R., Pevzner, J, Hilliman, C., et. Al. (2006).  Growth of new and different kinds of technology.  This is a telemedicine device designed for patients with diabetes.  It used to communicate with a nurse or a physician.  This particular device was especially tailored to older adults 93 TOUCH SCREEN DEVICE Kaufman, D.R., Pevzner, J, Hilliman, C., et. Al. (2006). The telemedicine device in the last slide evolved from a traditional mouse and Windows system to a touch screen interface to enhance usability, especially for older adults and computer newcomers, who often find using a mouse challenging. 94 DESIGN A plan/scheme conceived in mind & intended for execution Tradeoffs balancing conflicting requirements, such as targeting experts or novice users. Generating alternatives Use representations –Natural language, diagrams, prototypes Interaction design –Developing plan informed by product’s intended use, target domain & relevant practical considerations (It's 95 ITERATIVE DESIGN PROCESS an iterative process, starting with a needs analysis, then developing prototypes and beta versions before implementing a mature system, especially in healthcare. Evaluation, both before and after implementation, helps improve the design 96 USER-CENTERED DESIGN Ruland, C. M., Starren, J., & Vatne, T. M. (2008).  Designers are increasingly recognizing the importance of considering different user populations and involving them in user-centered design.  An example is Cornelia Ruland's work in Norway, where she engaged children with cancer in creating a system to help them express themselves and make choices about their treatment through a usercentered design process, 97 NORMAN'S SEVEN STAGES OF USER ACTIVITY Norman (1986). of user activity outline the steps involved in any interaction with a system,  starting with setting a goal, specifying an action, and interacting with the system, followed by system responses and user interpretation to determine whether to continue or make changes. 98 BRIDGING GULFS There are two types of problems that can occur when interacting with a system: 1. Gulf of Execution Gap between user’s goals & state of system (How do I… ?) Involves issues with performing actions, like clicking on a button 2. Gulf of Evaluation Gap between observed & expected system state (What happened?) Which pertains to difficulties in interpreting system feedback, such as distinguishing between sponsored links and other results on a page 99 SOURCES OF USABILITY EVIDENCE  Basic Observation system) (e.g. observing others using a Expert review/usability inspection End-user observation (observing end-users as interact with a system) –Testing situation (Users are given tasks to perform on the system while their interactions are observed and recorded) Video capture & review (labeling specific user actions, comments, or behaviors during usability testing) Formal coding 100 SUMMARY This class discusses patient safety, a significant concern, especially regarding potential errors caused by medical devices. It also addresses the digital divide, highlighting unequal access to computer resources and the internet in healthcare. 101 SUMMARY (CONT.) This concludes Usability and Human Factors, focusing on iterative design and user-centered design for improving patient safety. The class also covered Norman's seven stages of user interactivity and introduced the concepts of the "gulf of execution" and "gulf of evaluation." The next class will explore examples of good and poor design. 102 INTRODUCTION Human factors is a discipline that examines how people interact with technological systems, particularly in the context of their impact and usability. It focuses on a wide array of health-related technologies and systems utilized by a diverse group of individuals including medical professionals, hospital staff, and patients. 103 ELECTRONIC HEALTH DEVICES & HEALTH RECORD SYSTEMS 104 HUMAN FACTORS AND HCI REDUX (REDUX=REEXAMINED=REASSESSED) Differences: Histories, journals, academic and professional societies HCI focused on computing and innovative design HF focused on any system and greater emphasis on work/workplace and on devices Patient Safety is a core issue 10 5in HF 105 WHY IS HUMAN FACTORS INCREASINGLY IMPORTANT Diversity of user groups Complexity of systems Increased use of technology Increased “costs” of human error Societal emphasis on well-being and quality of life (e.g. The car industry. There is a general perception that Japanese and European cars are of greater quality and this has hurt the sales of North American cars.) 106 HUMAN FACTORS FOCUS AND GOALS Focus Human beings and their interactions with products/equipment, tasks, environments Micro, macro, ambient: Micro: This level focuses on the direct, small-scale interactions between a person and the products or equipment they use. For example, the design of a computer keyboard and how the keys feel under the fingers of the office worker. If the keys are too hard to press or awkwardly spaced, it could lead to discomfort or typing errors. 107 HUMAN FACTORS FOCUS AND GOALS Focus (Cont. Macro: This level looks at larger systems and how tasks are structured within them. In our office example, this could involve how the worker's job is designed, including their role in the company, the workflow, or how their work is organized throughout the day. If the workflow is inefficient or the tasks are poorly designed, it could lead to decreased productivity or job dissatisfaction. Ambient: This level considers the overall environment in which people interact with products and systems. In the office, this could refer to the lighting, noise levels, room temperature, or even the culture of the workplace. Poor ambient conditions, 108 HUMAN FACTORS FOCUS AND GOALS Focus (Cont. In summary, human factors at the micro-level are about the details of interaction, at the macro-level are about the structure and organization, and at the ambient level are about the environmental context in which people and systems operate. 109 HUMAN FACTORS FOCUS AND GOALS Goal Design systems and system components to match the capabilities and limitations of humans who use them Optimize working & living conditions (To make technology better, we change or create it to fit what people are good at and not so good at. This makes sure the technology is easy to use and helps people work better. Studying how our 110