User Psychology

1. User Psychology ITKP103 Human Being and Information System http://www.cs.jyu.fi/ky/kurssit/itkp103/index.html Sacha Helfenstein sh@cc.jyu.fi Lectures 28.10, 2.11., and 4.11.2005

2. Transfer, Affordance, Metaphors

3. Transfer, Affordance, Metaphors conflict

4. Transfer, Affordance, Metaphors • Positive: People always transfer their past experiences to present situations • Negative: People always transfer their past experiences to present situations Example for two different levels of transfer: Conceptual (i.e., user‘s understanding of the device) and Action (e.g., user‘s interaction with the device)

5. Supporting Users‘ Cognition • Repetitio mater studiorum est • Consistency and Interference • Recognition is easier than recall • Learning and thinking is context dependent • Law of Experience -> Transfer of Learning • Use simple conceptual models oriented at the goals of the user

6. Supporting Users‘ Cognition • Repetitio mater studiorum est • Consistency and Interference • Recognition is easier than recall • Learning and thinking is context dependent • Law of Experience -> Transfer of Learning • Use simple conceptual models oriented at the goals of the user • Enable meaningful experiences(e.g., semantics over syntax, self-explaining terminology)

7. Supporting Users‘ Cognition • Repetitio mater studiorum est • Consistency and Interference • Recognition is easier than recall • Learning and thinking is context dependent • Law of Experience -> Transfer of Learning • Use simple conceptual models oriented at the goals of the user • Enable meaningful experiences(e.g., semantics over syntax, self-explaining terminology) • Address different modalities (≠ developping fancy multi-media interfaces)

8. Motor Control • Learning, remembering, selecting, planning, and controling of movement during execution • The production of purposeful, goal-directed movement pervades all human activity and are a necessary part of interacting with our environment (-> HCI)

9. Some Key Topics in Motor Control • Speed vs. Accuracy • Degrees of freedom • Simultaneous motor movement • Visuo-motor integration • Serial order, motor programs, schemata, scripts • Skill acquisition • Strong memory (also interference, negative transfer)

10. The Model Human Processor • Perception system • Cognition system • Motor system ---------------------------- • Affective System?

11. Reasons for Integrating Affect • User experience vs. usability & utility • „Attractive things work better“ (Norman, 2002) • Emotions as biggest differentiator in user experience • Difference between skill and will • Emotions are part of cognition, affect our perception, attention, thinking, and guide our behavior • The Final Frontier (e.g., Affective Computing and AI)

13. HCI focus over time • 1960- : UI for expert users (system operators) • 1970- : From Main Frame to Desktop machine • 1980- : Increasingly novice users (GUI) • 1990- : Ubiquitous computing, consistent interfacing • 2000- : User experience, Socio-emotional dimension of HCI

14. Why Affect has been discared? • Dominance of Cognitive Psychology and their adaptation of a deficient Information Processing metaphor to the study of humans • Irrational emotions distract from the study of pure cognition • Dispute over emotion theory • Measurement problem

15. What Is an Emotion? • Everybody knows - except scientists • Emotion as • Content experience (feeling) • Physical experience • Motivational and behavioral indicator • „Emotions as ratiomorph evaluations“ (Bischof, 1985) • „Emotions as action tendencies“ (Frijda, 1986) • Affect family: Emotions, Moods, Motivations, Values, Needs

16. Why Do We Have Emotions? • Emotions inform us about our inner status and our relation to the world with respect to our goals. • Emotions tell us... • what‘s good and what‘s bad • what‘s important • and in what direction we would like to change matters.

17. Role of Affect in Use Interaction • Affect Use Interaction • Affect Use Interaction „Designed for“ effect in order to enhance the user experience Goal of use interaction Artefact of use interaction

18. Emotions as Goals of Use

19. Usability Goes Beyond Utility Identity Fun Looks Image Hedonic Meaning Efficiency Status Symbol Symbolic and Expressive Meaning Instrumental Meaning Fashion Effectivity Pride People choose and use products for more reasons than just to satisfy functional needs.

20. Affect and Cognition • Mood, emotions, and attitudes selectively capture our attention, memory, and thinking • Productive use through emotionally-laden stimuli • E.g., Colors, Music, Humour, Alerts • The downside is attention rigidness, distraction, and neglect • E.g., Errors, dominance of negative events, contextual information gets lost

21. Affect and Cognition e.g., arousal and reaction time

22. Affect and Cognition • Positive mood enhances cognitive activity and boosts creativity. LOL. • Medium level arousal enhances learning and performance. • Positive emotions can balance out negative experiences and influence the use experience in a holistic way. • Positive emotions are rewarding and motivating.

23. Affect and Cognition • Negative emotions and attitudes hinder effective, efficient, satisfying use. • Anxiety (e.g., fear of failure) reduces Working Memory capacity, causes slower learning, hinders performance (even for easy tasks), and builds up negative attitudes. • Negative attitudes result in use avoidance, impaired learning and use, and predict negative future attitudes.

24. Aesthetics • Aesthetics alter users' perceptions of usefulness, usability, performance (Davis, 1989; Dillon, 2001, Norman, 2002) • Apparent vs. inherent usability (Kurosu & Kashimura, 1995; Tractinsky, 1997)

25. Relevance • People expect things that look good to work better • Indeed, they often actually do! (e.g., obey laws of perception, motivate people, place them into good mood) • Self-fulfilling prophecy: Negative expectations affect users’ subsequent evaluation of the interface (i.e., expression of dissatisfaction). (Hiltz & Johnson, 1990) • However: Don‘t hide bad interaction design behind beauty. • Also: Aesthetics is not culture-free!

26. The Positive Affective Chain Looks good, sounds good (aestethics, attractivity) Feels good (symbolics, trust, pride, identification) Is goodfor me (emotional evaluation, attitude) I Want it (motivation, intention) I Use it (behavior, action)

27. The Negative Affective Chain Looks unappealing, confusing Embarrasses me, intimidates me I don‘t like it Aversion, anxiety I avoid it, or use it with discomfort

28. Technophobia & Computer Anxiety • Think negatively about technology use • Feel negatively about and during use • Ineffective and inefficient use • Use avoidance

29. Who is technophobic? Women > Men Older people > Younger people (Weil & Rosen, 1995)

30. „Fear Factors“ • Disposition • Lack of clarity (what, how, where, who, why) • Lack of control • Relevance of outcome • Lack as well as type of prior experiences (especially failures and errors)

31. References Dalal, N.P., Quible, Z., & Wyatt, K. (1999). Cognitive design of home pages: an experimental study of comperhension on the WWW. Information Processing and Management, 36, 607-621. Card, S. K., Moran, T. P., & Newell, A. (1983). The Psychology of Human Computer Interaction.Lawrence Erlbaum. Newell, A. & Card, S. K. (1985). The prospects for psychological science in human-computer interaction. Human-Computer Interaction, 1(3), 209-242. Landauer, T. K. (1987). Psychology as a mother of invention. In J. M. Carroll & P. P. Tanner (Eds.), Proceedings of the SIGCHI/GI conference on Human factors in computing systems and graphics interface (pp. 333-335). New York: ACM Press. Koffka, K. (1935). Principles of Gestalt Psychology. London: Routledge & Kegan Paul. Stroop, J.R. (1935). Studies of interference in serial verbal reactions. Journal of Experimental Psychology, 12, 643-662. Bower, G. H. (1981). Mood and memory. American Psychologist, 36(2), 149-158. Frijda, N. H. (1986). The emotions. Cambridge: Cambridge University Press. Norman, D. A. (2002). Emotion and design: Atrractive things work better. Interactions Magazine, ix (4), 36-42. Mehrabian, A. (1995). Framework for a comprehensive description and measurement of emotional states. Genetic, Social, and General Psychology Monographs, 121, 339-361.

32. References • Hiltz, S.R. and Johnson, K. User satisfaction with computer mediated communication systems, Management Science. 30.6 (1990). 739-764. • Kurosu, M, & Kashimura, K. (1995). Apparent usability vs. inherent usability: experimental analysis on the determinants of the apparent usability. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems. New York: ACM Press. • Atkinson, R. C. & Shiffrin, R. M. (1968). Human memory: A proposed system and its control processes. In K.W. Spence & J.T. Spence (Eds.), The Psychology of Learning and Motivation, Vol 2. New York: Academic Press. • Norman, D. A., & Draper, S. W. (Eds.) (1986). User centered system design: New perspectives on human-computer interaction. Hillsdale, NJ: Lawrence Erlbaum Associates. • Irina Ceaparu, Jonathan Lazar, Katie Bessiere, John Robinson and Ben Shneiderman Determining Causes and Severity of End-User Frustration • Seyle, H. (1956). The Stress of Life. • Picard, R.; Affective Computing, MIT Press, 1997 • Weil, M.M. & Rosen, L.D. (1995). The Psychological Impact of Technology from a Global Perspective: A Study of Technological Sophistication and Tehnnophobia in University Students from Twenty-Three Countries. Computers in Human Behavior, 11(1), 95-133.