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Usability and acceptability

Usability and acceptability. Design for successful telecommunications products. What is “a good product”. - for your company? - for the user of the product?. Technical superiority is waste if no-one can really use it for anything that is fun or useful.

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Usability and acceptability

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  1. Usability and acceptability Design for successful telecommunications products S-72.124 Product Development in Telecommunications, 1999

  2. What is “a good product” - for your company? - for the user of the product? S-72.124 Product Development in Telecommunications, 1999

  3. Technical superiority is wasteif no-one can really use it for anything that is fun or useful. S-72.124 Product Development in Telecommunications, 1999

  4. “There is a conflict of interest in the world of sofware development because the people who build it are also the people who design it. If carpenters designed houses, they would certainly be easier or more interesting to build but not necessarily better to live in. The architect is an advocate for the user. “ (Alan Cooper: About face) S-72.124 Product Development in Telecommunications, 1999

  5. A good telecom product? • Supports the activities and communication of the user • The whole system works, not only its parts • Fits into the repertoire of communication systems of the user (compatibility - concergence!) • The quality of the service is sufficient • The user can use it and likes to use it S-72.124 Product Development in Telecommunications, 1999

  6. Product maturity and usability 1) The Iron Age: Newly available functionality sells expensively, hard-to-use tolerated 2) The Functionality Competition: Feature lists 3) The Mature Product: Users want convenience and solutions 4) Transparency of product: Good usability makes product “disappear” S-72.124 Product Development in Telecommunications, 1999

  7. S-72.124 Product Development in Telecommunications, 1999

  8. Acceptability and usability Social acceptability Acceptability Utility Practical acceptability others Usefulness Usability Reliability Cost Compatibility (Nielsen, 1993) S-72.124 Product Development in Telecommunications, 1999

  9. goals Intended objectives Users Usability Tasks Effectiveness Equipment and en-vironment Outcome of interaction Efficiency Satisfaction Usability / ISO9241-11 S-72.124 Product Development in Telecommunications, 1999

  10. ISO 9241-11 Usability: The extent to which a product can be used by specific users to achieve specific goals with effectiveness, efficiency and satisfaction in a specific context of use. effectiveness efficiency satisfaction S-72.124 Product Development in Telecommunications, 1999

  11. Nielsen’s Usability Attributes • Learnability (opittavuus) • Efficiency (tehokkuus) • Memorability (muistettavuus) • Errors prevented (virheiden tekeminen estetty) • Subjective satisfaction (tyytyväisyys) S-72.124 Product Development in Telecommunications, 1999

  12. Inclusive design the process of creating products which are usable by people with the widest possible range of abilities, operating within the widest possible range of situations. S-72.124 Product Development in Telecommunications, 1999

  13. S-72.124 Product Development in Telecommunications, 1999

  14. User interface Remote control 001011001 Mouse SYSTEM OPERATIONS output 001011001 001011001 User-centered design S-72.124 Product Development in Telecommunications, 1999

  15. Usability process • Can be seen as a method for building as good as possible a system by removing things that cause problems using • user-centered approach • iterative developing & usability testing & expert-reviews • cognitive science & experience • guidelines and principles S-72.124 Product Development in Telecommunications, 1999

  16. The Waterfall model of software design Requirements specification Architectural design Detailed design Coding and unit testing Integration and testing (Dix et al. Human Computer Interaction, 1998) Operation and maintenance S-72.124 Product Development in Telecommunications, 1999

  17. The Waterfall model of software design with feedback Requirements specification Architectural design Detailed design Coding and unit testing Integration and testing (Dix et al. Human Computer Interaction, 1998) Operation and maintenance S-72.124 Product Development in Telecommunications, 1999

  18. Using design rules • Standards: • ISO 9241 Ergonomic requirements for office work with visual display terminals • Guidelines • style guidelines for user interfaces of various companies • various guideline collections published by research projects and institutes • usability heuristics (Dix et al. Human Computer Interaction, 1998) S-72.124 Product Development in Telecommunications, 1999

  19. Usability Engineering approach • Including usability engineering goals into the design process • Nielsen (Bellcore), Whiteside (IBM, Digital) • Test of usability is based on measurements of user experience • Addition of usability requirements to requirements specification (Dix et al. Human Computer Interaction, 1998) S-72.124 Product Development in Telecommunications, 1999

  20. Sample usability specification • Attribute: Backward recoverability • Measuring concept: Undo an erroneus sequence • Measurement method: number of user actions needed to undo error • Level now: No current product allows this • Worst case: as many steps as it takes to do error • Planned level: Two actions • Best level: One undo action S-72.124 Product Development in Telecommunications, 1999

  21. User-centered design • universal design • user-oriented design • real value for end users • matched to user capabilities • fit for the purpose for which they were designed • systems oriented design • all technology operates within a context • provision process, training, support and maintenance (Trace center www pages) S-72.124 Product Development in Telecommunications, 1999

  22. User-centered design • know the user, the task and the environment • compare with existing systems • set goals • parallel design - competing versions S-72.124 Product Development in Telecommunications, 1999

  23. use heuristics and guidelines • test prototypes • assess usability • redesign… and redesign... • get feedback from usage of completed system • participatory design S-72.124 Product Development in Telecommunications, 1999

  24. Involving the user into design Product concept Specifications Prototyping Final design Follow-up Focus groups Ethnographic methods Benchmark testing Task analysis, Scenarios, user description, usability goals Rapid prototyping Expert evaluations Prototype testing Final usability testing User feedback S-72.124 Product Development in Telecommunications, 1999

  25. Product concept design • Ideas for products and knowledge about user needs • Ethnographic methods (origin anthropology): observing the user in real-life context • Focus groups: discussing daily life • Participatory design methods • Day-in-the-life methods S-72.124 Product Development in Telecommunications, 1999

  26. Product concept Definition of product From product idea to definition Technical innovation User study innovation Market innovation More user and marketing research Validation with more user research S-72.124 Product Development in Telecommunications, 1999

  27. Product concept • The mission statement of the product • For whom, for what, why • on different stages of detail • Is base of definitions • Iterative S-72.124 Product Development in Telecommunications, 1999

  28. Marketing vs. design • Marketing: where are the customers, what would they pay • Designer: How should this product work? (Beyer ja Holtzblatt, 1998) S-72.124 Product Development in Telecommunications, 1999

  29. Product concept design • Ideas for products and knowledge about user needs • Ethnographic methods (origin anthropology): observing the user in real-life context • Focus groups: discussing daily life • Participatory design methods • Day-in-the-life methods S-72.124 Product Development in Telecommunications, 1999

  30. Usability requirements specification • User description: what kind of user groups is this designed for? User segments • Task analysis: What are the user goals? How does the user work? Workflows, scenarios • Environment analysis: external demands and requirements • Usability goals S-72.124 Product Development in Telecommunications, 1999

  31. Iterative prototyping • visualising early design ideas for user feedback • competing prototypes for comparative design • paper prototypes - interactive prototypes • horizontal: whole system at surface level • vertical: part of functionality in whole depth • whole prorotypes: whole functionality • easy to produce - easy to discard! S-72.124 Product Development in Telecommunications, 1999

  32. Parallel and iterative design (Nielsen, 1993) S-72.124 Product Development in Telecommunications, 1999

  33. User participation • Involve actual users • users usually will not be able to come to new design ideas, but they will react to existing design • don’t ask what users want - let them try it out • for long projects, refresh the user group - users start understanding the developers’ problems S-72.124 Product Development in Telecommunications, 1999

  34. Iterative prototypes • Icons, terms, main view, horizontal/ vertical • scenarios as prototypes • rapid prototyping • early stages: paper mockups and storyboards, navigation maps, verbal prototyping • advanced stages: wizard-of-Oz-techniques, interactive prototypes • interactive prototyping - modification on the fly S-72.124 Product Development in Telecommunications, 1999

  35. Prototype evaluation • expert evaluations • cognitive walkthrough • heuristic analysis • visual walkthrough • guideline/ standard inspection • usability testing • testing of the whole prototype • testing of icons, terminology, vertical prototype S-72.124 Product Development in Telecommunications, 1999

  36. Usability testing • Most new, surprising usability problems will not be found by expert evaluation methods • Users representative of the intended user group perform typical tasks (scenarios from usability requirements) with the system; test leader observes and interviews the user • Test design according to goals of the test - often the usability goals of the system S-72.124 Product Development in Telecommunications, 1999

  37. Follow-up usability evaluation • user feedback • observing users in real work • log of usage - analysis for errors and performance times • final data on achievement of usability goals S-72.124 Product Development in Telecommunications, 1999

  38. “If achieving the users’ goals is the basis of our user interface design, then the user will be satisfied and happy. If the user is happy, he will gladly pay us money, and then we will be successful.” (Alan Cooper: About Face) S-72.124 Product Development in Telecommunications, 1999

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