Human-Computer Interaction Laboratory Interdisciplinary research community

1. The Future of the Web:Visual, Social, UniversalBen Shneiderman(ben@cs.umd.edu)Director, Human-Computer Interaction Laboratory Professor, Department of Computer ScienceMember, Institutes for Advanced Computer Studies &Systems ResearchUniversity of MarylandCollege Park, MD 20742

2. Human-Computer Interaction Laboratory Interdisciplinary research community - Computer Science & Psychology - Information Studies & Education (www.cs.umd.edu/hcil)

3. User Interface Design Goals • Cognitively comprehensible: Consistent, predictable & controllable • Affectively acceptable: Mastery, satisfaction & responsibility NOT: Adaptive, autonomous & anthropomorphic

4. Consistent Predictable Controllable User Interface Design Goals • Cognitively comprehensible: Consistent, predictable & controllable • Affectively acceptable: Mastery, satisfaction & responsibility NOT: Adaptive, autonomous & anthropomorphic

5. Design Issues • Input devices & strategies • Keyboards, pointing devices, voice • Direct manipulation • Menus, forms, commands • Output devices & formats • Screens, windows, color, sound • Text, tables, graphics • Instructions, messages, help • Collaboration & communities • Manuals, tutorials, training www.awl.com/DTUI hcibib.org usableweb.com

6. Scientific Approach(beyond user friendly) • Specify users and tasks • Predict and measure • time to learn • speed of performance • rate of human errors • human retention over time • Assess subjective satisfaction (Questionnaire for User Interaction Satisfaction 7.0, www.lap.umd.edu/QUIS/index.html) • Accommodate individual differences • Consider social, organizational & cultural context

7. U.S. Library of Congress • Scholars, Journalists, Citizens • Teachers, Students

8. Visible Human Explorer (NLM) • Doctors • Surgeons • Researchers • Students

9. NASA Environmental Data • Scientists • Farmers • Land planners • Students

10. U.S. Bureau of Census • Economists, Policy makers, Journalists • Teachers, Students

11. Planning the Future:Old Computing Is About What Computers Can Do, New Computing Is About What Users Can Do

12. Old Metrics: Computer-Centered • Network bandwidth • Processor speeds • Web pages and page visits • Server capacity & reliability • Database sizes for images, videos, music, statistics, remote sensing • System response times

13. Web Design Strategies to Empower Users:Visual, Social, Universal

14. New Metrics: User-centered • 1) Visual Design • Speed of performance on benchmark tasks • Error rates & recovery patterns • Retention & familiarity • 2) Social Support • Capacity to communicate with others • Degree of empathy, trust, privacy & security • Pace of cooperation & knowledge exchange • 3) Universal Usability • Range of technology supported • Diversity of users accommodated • Support for novices & experts

15. Consistent Predictable Controllable Application Explosions • E-commerce • Sales, Sales, Sales • Information, customer support & service • New partnerships for integrated services • Business to Business (B2B) opportunities • Medicine & healthcare • Tele-medicine consultation & information sharing • More informed and active patients • New patient-doctor relationships • Graphical patient histories: diagnosis, assessment, research

16. E-commerce Metrics • Speed in locating known items in a catalog • Broad/shallow designs for exploration & browsing • Causes of abandoned shopping baskets • Return visitors profile • Purchases as a function of session length & path • Impact of advertisements & publicity • Sources of referrals & destinations on exit • Market share & comparison with competitors • Number of forgotten/unserved users

17. Consistent Predictable Controllable Application Explosions • Educational technology • Distance Learning & on-demand courses • Just-in-time training • Active learning, teamwork & project orientation • Philosophy: Relate-Create-Donate • Tele-democracy • Government information and services • Online voting, licenses, payments • Participation in political processes • Campaign contributions

18. New Challenges • 1) Visual Design • Advanced Graphical User Interfaces • Information Visualization • Dynamic queries & query previews • 2) Social Support • From 100-person listserv to million-person communities • Instant messaging, team coordination, knowledge management • Medical support groups as empathic communities • 3) Universal Usability • Cope with technology variety • Accommodate diverse users • Reduce complexity & promote evolutionary learning

19. Consistent Predictable Controllable 1) Visual Design • Visual bandwidth is enormous • Human perceptual skills are remarkable • Trend, cluster, gap, outlier... • Color, size, shape, proximity... • Human image storage is fast and vast • Opportunities • Spatial layouts & coordination • Information visualization • Scientific visualization & simulation • Telepresence & augmented reality • Virtual environments

20. Information Visualization: Definition Compact graphical presentation and user interface for manipulating large numbers of items (102 - 106), possibly extracted from far larger datasets. Enables users to make discoveries, decisions, or explanations about patterns (trend, cluster, gap, outlier...), groups of items, or individual items.

24. Customer Analysis Perspective addresses: Which of my highest-spending customers are my most profitable? Which customers should I target for cross-sell/up-sell opportunities?

26. Temporal Info Viz - LifeLines

27. LifeLines

28. Treemap - view large trees with node values • Space filling • Space limited • Color coding • Size coding • Requires learning TreeViz (Mac, Johnson, 1992) NBA-Tree(Sun, Turo, 1993) Winsurfer (Teittinen, 1996) Diskmapper (Windows, Micrologic) Treemap97 (Windows, UMd) Shneiderman, ACM Trans. on Graphics, 1992 www.cs.umd.edu/hcil/treemaps

29. Treemap - Stock market, clustered by industry

30. Information Visualization: Mantra • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand • Overview, zoom & filter, details-on-demand

31. 2) Social Support: Concepts • Online communities • E-commerce customer service & consumer conversations • Medical support groups & information exchange • Educational discussions & teamwork • Neighborhood forums & political organizing • Technologies • Synchronous text: Instant messaging, chat rooms • Asynchronous text: Listservs, bulletin boards, newsgroups • Audio,video, virtual realities

32. Consistent Predictable Controllable 2) Social Support: Goals • Supporting Sociability • People: Target a population • Purposes: Clearly state focus • Policies: Make expectations explicit • behavior, privacy, moderation, joining rules • Designing Usability • Users: Know the users • Tasks: Understand frequencies and sequences • Systems: Choose seamless combinations of tools Online Communities: Supporting Sociability, Designing Usability Jenny Preece, John Wiley & Sons, June 2000

33. 2) Social Support: Trust • Invite participation by ensuring trust • Disclose patterns of past performance • Provide references from past and current users • Get certifications from third parties • Make policies for privacy & security easy to find & read • Accelerate action by clarifying responsibility • Clarify each participant's responsibilities • Provide clear guarantees with compensation • Describe dispute resolution and mediation services Communications of the ACM, Special Issue on Trust

34. Consistent Predictable Controllable 3) Universal Usability • Technology variety: Support broad range of hardware, software, and network access • User diversity: Accommodate users with different skills, knowledge, age, gender, literacy, culture, income, disabilities, disabling conditions (mobility, injury, noise, light)... • Gaps in user knowledge: Bridge the gap between what users know and what they need to know Communications of the ACM, May 2000

35. 1 to 100 range in network bandwidth 9.6K 56K 10,000Kbps Technology variety: Support broad range of hardware, software, and network access Device Independence Input: keyboard, speech,... Output: visual, auditory,... Conversion: Text-speech Speech-text,... 1 to 100 range in processor speeds 286 486 Pentium 1 to 100 range in screen sizes Palm devices Laptops Large Desktop or Wall Display 30,000 480,000 3,840,000 pixels Software Versions Compatibility File conversion Multiple platforms

36. Language & Culture Western, Eastern, developing... Personality Introvert vs extravert Thinking vs feeling Risk aversion Locus of control Planful vs playful User diversity: Accommodate different users Disabilities Visual, auditory, motoric, cognitiveDisabling conditions Mobility, injury, noise, sunlight Age Young to old Gender Male or Female Income Impoverished to wealthy Skills Computer newbie to hacker Knowledge Domain novice to expert Figure 4: The second challenge is to accommodate the enormous diversity of users.

37. Gaps in User Knowledge - Strategies Bridge the gap between what users know and what they need to know Online Learning (evolutionary, phased) Introductory tutorials Getting started manuals, Cue cards Walkthroughs/Demos Minimalist/Active Design Layered Level-structured Task-oriented Training Fade-able scaffolding Training wheels Minimalist Online help Context sensitive, tables of contents, Indexes, Keyword search, FAQs, Newsgroups, Chat rooms Online communities Customer service Email Phone Help desks

38. Thomas Jefferson I feel... an ardent desire to see knowledge so disseminated through the mass of mankind that it may...reach even the extremes of society: beggars and kings. -- Reply to American Philosophical Society, 1808

39. ACM Conference on Universal Usability Washington, DC November 16-17, 2000 www.acm.org/sigchi/cuu

40. Human-Computer Interaction Laboratory www.cs.umd.edu/hcil