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Virtual University Human-Computer Interaction. Lecture 3 Introduction to Human-Computer Interaction - Part III. Imran Hussain Assistant Professor University of Management and Technology (UMT). Murder - Murder. 1981 System Installation Manager receives a call from Sheriff dept.

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Imran hussain assistant professor university of management and technology umt

Virtual UniversityHuman-Computer Interaction

Lecture 3Introduction to Human-Computer Interaction - Part III

Imran Hussain

Assistant Professor

University of Management and Technology (UMT)


Murder murder
Murder - Murder

  • 1981

  • System Installation Manager receives a call from Sheriff dept.

  • “Your terminal is dead. Come and get it”

  • Caller insisted that he should come in person to collect the “Dead Body”

  • Cause of death Two bullets fired from close proximity.


In the last lecture
In the Last Lecture …

  • Understand significance of HCI

    • Reasons for negative effects

  • Plane Crash Reasons

  • Fundamental Truths about Computers

  • Feature Shock


In the last lecture1
In the Last Lecture …

  • Understand the nature of humans and computers

  • Software Apartheid


What is the relationship between software engineers and apartheid
What is the Relationship between Software Engineers and Apartheid?

  • Apartheid

    • Racial segregation; specifically : a policy of segregation and political and economic discrimination against non-European groups in the Republic of South Africa

  • Software Apartheid

    • Institutionalizing obnoxious behavior and obscure interaction of software-based products

  • Comparison of Social Activist and Software Engineers

  • Institutionalizing apartheid


Last lecture revelations
Last Lecture - Revelations Apartheid?

“Acceptable levels of quality for software engineers are far lower than are those for traditional engineering disciplines”

“Software-based products not INHERENTLY hard to use

Wrong process is used to develop them”


In today s lecture
In Today’s Lecture … Apartheid?

  • Effect of computer systems on human productivity, employee loyalty, revenue, and customer loyalty

  • Computers + Information


Effect of bad tools on people
Effect of Bad Tools On People Apartheid?

  • Have you ever used a hammer whose head is not properly fitted into the arm?

  • Or a Screw whose head breaks / goes flat when you try to open it ?

  • Lets look at an example from the Airline Industry … IFE

    • Computers now rule passenger cabin in addition to cockpit

  • Prized employees

    • Spend most time with customers


In flight entertainment system ife
In-Flight Entertainment System (IFE) Apartheid?

Interior of Plane

IFE


Imran hussain assistant professor university of management and technology umt
IFE Apartheid?

  • Senior Staff was declining more desirable Long routes

  • Past- Manual Cash Collection

  • In Flight Entertainment with strict Cash Collection System.


Result
Result Apartheid?

  • Loss of Customer Loyalty

  • Loss of Employee Loyalty

  • Loss of Revenue


What should be done
What should be done Apartheid?

  • Purposefully design humane and forgiving software, that is

    • Inclusive

    • Forgiving

    • Profession-blind

    • Class-blind

  • Software-based products affect us all, sometimes fatally

  • Software-based products not INHERENTLY hard to use

    • Wrong process is used to develop them


  • Industry in denial
    Industry in Denial Apartheid?

    • People who rush to believe in the benefits of the computer – In their rush have abdicated their responsibility to make these products easy to use.


    Industry in denial1
    Industry in Denial Apartheid?

    • Computerized Devises are Everywhere

      • Highly sophisticated

      • Powerful

    • BUT

      • Dauntingly Difficult to use

      • Confusing to Use


    Industry in denial contrasting views
    Industry in Denial – Contrasting Views Apartheid?

    • Techies

      • Satisfied

      • Belief in Technology

      • Power of Products

    • People

      • Difficult to use

      • Diminishes and Degrades people who must use it as in IFE case


    Reality
    Reality Apartheid?

    • Our lives are becoming more and more dependent on the whims, fancies, disasters and decisions of hi-tech industry


    Video clip
    Video Clip Apartheid?


    Rage rage rage
    Rage! Rage! Rage! Apartheid?

    Road RageTrolley RageAir RageWork RagePC Rage


    Techno rage the new rage in town
    Techno Rage – The New Rage in Town Apartheid?

    • Looks like this guy was suffering from “Computer’s Tourette”

      • In Tourette’s Syndrome people uncontrollably swear and get into rage

    • Was this clip real?

    • Advertising campaign for surveillance computers from Loronix Information Systems in Colorado originally launched back in 1995


    Life imitates art
    Life Imitates Art Apartheid?

    • 1 in every 4 computers has been physically attacked by its owner - Novatech (British PC Manufacturer)

    • Almost ⅓ of people have physically attacked a computer – National Opinion Poll/Symantec

    • 67% experienced frustration, exasperation and anger – National Opinion Poll/Symantec

    • 70% swore at their machines – National Opinion Poll/Symantec


    Pc rage
    PC Rage Apartheid?

    • Over half of all working days lost to sickness in the UK are related to workplace stress - Priory Healthcare


    Imran hussain assistant professor university of management and technology umt

    “Hopefully as technology improves and computers become ever more user-friendly, these attacks will become less frequent”


    Engineers belief
    Engineers Belief ever more user-friendly, these attacks will become less frequent”

    Engineers believe that since they made it, can use it, everyone can use it

    “If WE can use it, YOU can use it. If you can’t, YOU must be STUPID”

    “Users are stupid” – anonymous

    “Users are dummies” – anonymous


    But wait computers weren t made for engineers
    But wait, computers weren’t made FOR engineers ever more user-friendly, these attacks will become less frequent”

    • I though it was made for normal human beings?!??!!


    Success criteria in the new economy
    Success Criteria in the New Economy ever more user-friendly, these attacks will become less frequent”

    • Business success is all about managing relationships

      • Companies doing business on the Web are focusing on how to retain and extend relationships with customers


    Success criteria in the new economy1

    Business Success ever more user-friendly, these attacks will become less frequent”

    User Experience

    Success Criteria in the New Economy

    • Success depends upon the ability of a business to effectively and efficiently meet customer needs and goals


    Success criteria in the new economy2

    high ever more user-friendly, these attacks will become less frequent”

    Factors providing competitive advantage

    Business Strategy

    User Experience

    manifestation of business strategy

    enabling factor for user experience & business strategy

    Technology

    low

    Success Criteria in the New Economy


    Common problems in the new economy
    Common Problems in the New Economy ever more user-friendly, these attacks will become less frequent”

    • Scenario: A web site that is

      • Aesthetically beautiful

      • Technically perfect

      • Wonderful content

      • But users can’t find information!


    Findability
    Findability ever more user-friendly, these attacks will become less frequent”

    • Users can only find information 42% of the time

      – Jared Spool


    Findability1
    Findability ever more user-friendly, these attacks will become less frequent”

    • 62%of web shoppers give up looking for the item they want to buy online

      – Zona Research


    Findability2
    Findability ever more user-friendly, these attacks will become less frequent”

    • 50% of the potential sales from a site are lost because people cannot find the item they are looking for

      – Forrester Research


    The result
    The Result ever more user-friendly, these attacks will become less frequent”

    • 40% of the users who do not return to a site do so because their first visit resulted in a negative experience

      – Forrester Research


    Software maintenance costs
    Software Maintenance Costs ever more user-friendly, these attacks will become less frequent”

    • 80% of software lifecycle costs occur after the product is released, in the maintenance phase - of that work, 80 % is due to unmet or unforeseen user requirements; only 20 % is due to bugs or reliability problems.

      - IEEE Software


    Project cost estimation
    Project Cost Estimation ever more user-friendly, these attacks will become less frequent”

    • Around 63% of software projects exceed their cost estimates. The top four reasons for this are:

      • Frequent requests for changes from users

      • Overlooked tasks

      • Users' lack of understanding of their own requirements

      • Insufficient user-analyst communication and understanding

        - Communications of the ACM


    Return on investment roi
    Return on Investment (ROI) ever more user-friendly, these attacks will become less frequent”

    m - millions


    The end of business as usual
    The End of Business As Usual ever more user-friendly, these attacks will become less frequent”

    • Business success is directly related to the customer experience

    • BOO.com, a $204m startup fails

      – BBC News

    • Poor commercial web sites will kill 80% of Fortune 500 companies within a decade

      - Jakob Nielsen


    The death knell
    The Death Knell ever more user-friendly, these attacks will become less frequent”

    Products with a bad user experience deserve to

    DIE !


    Computer information
    Computer + Information ever more user-friendly, these attacks will become less frequent”

    +


    Sydney olympics
    Sydney Olympics ever more user-friendly, these attacks will become less frequent”

    • Bruce Lindsay Maguire vs Sydney Organising Committee for the Olympics Games (SOCOG)

    • Allegation: SOCOG in breach the Disability Discrimination Act 1992 by failing to make accessible to him key parts of its web site

    • vast majority of organisations with a web site must ensure that their web site is (within certain limits) accessible by disabled persons


    Computers are everywhere
    Computers are Everywhere ever more user-friendly, these attacks will become less frequent”

    • Computer invasion has started

    • Traditional notion of computers

    • Computers are everywhere

    • Computers will annoy, infuriate, and even kill


    Riddles for the information age
    Riddles for the Information Age ever more user-friendly, these attacks will become less frequent”

    • Computer + Alarm Clock

    • Computer + Camera

    • Computer + Car

    • Computer + Warship

    • Computer + Airplane


    Summary of introduction part ii
    Summary of Introduction – Part II ever more user-friendly, these attacks will become less frequent”

    • Understand significance of HCI

      • Reasons for negative effects

    • Plane Crash Reasons

    • Fundamental Truths about Computers

    • Feature Shock


    Summary of introduction part ii1
    Summary of Introduction – Part II ever more user-friendly, these attacks will become less frequent”

    • Reality Check

    • Understand the nature of humans and computers

    • Software Apartheid


    Summary of introduction part ii2
    Summary of Introduction – Part II ever more user-friendly, these attacks will become less frequent”

    “Acceptable levels of quality for software engineers are far lower than are those for traditional engineering disciplines”

    “Software-based products not INHERENTLY hard to use

    Wrong process is used to develop them”


    What we learnt today
    What We Learnt Today … ever more user-friendly, these attacks will become less frequent”

    • Effect of computer systems on human productivity, employee loyalty, customer loyalty and revenue

    • Hopefully this has opened your eyes, mind, changed the way you think


    Human computer interaction
    Human-Computer Interaction ever more user-friendly, these attacks will become less frequent”

    Interaction

    Computer

    Human


    Hci a formal definition
    HCI – A Formal Definition ever more user-friendly, these attacks will become less frequent”

    “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”

    -ACM/IEEE


    Next lecture
    Next Lecture ever more user-friendly, these attacks will become less frequent”

    • Basic concepts and terms in HCI

      • Some introduced today