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User Centred Design
Laura Massa
UCD (User Centred Design) Introduction Standard ISO 13407 Methods to realise standard ISO
13407 TRUMP Project
Generalities Methods Applications
Summary
What Is User Centred Design?
Is an approach to software development which focuses specifically on making products usable
The usability of a product is defined in a standard: ISO 9241, part 11 as
‘the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use’
Why User Centred Design?
To obtain a software which is easier to understand and use, thus
reducing training costs improves the quality of life of users by
reducing stress and improving satisfaction
significantly improves the productivity and operational efficiency of individual users and consequently the organisation
UCD and Other Methods
In other methods for designing software applications the stress is placed on meeting the technical and functional requirements for the software
In this method it is equally important to consider usability requirements
Summary
UCD (User Centred Design) Introduction Standard ISO 13407 Methods to realise standard ISO 13407 TRUMP Project
Generalities Methods Applications
UCD Standard
User centred design is based on a standard: ISO 13407 (Human Centred Design Processes for Interactive Systems)
Main Principles
In line with the ISO 13407 standard appropriate allocation of function between user and
system it is needed to determinate which aspects of a job or task
should be handled by people and which can be handled by software
active involvement of users to utilise people who have real insight into the context in
which an application will be used iteration of design solutions
iterative software design entails the feedback of end-users following their use of early design solutions
multi-disciplinary design teams user-centred software development is a collaborative process
which benefits from the active involvement of various parties, each of whom have insights and expertise to share
The Four Essential Activities(1)
According to the ISO 13407 standard there are four essential user-centred design activities which should be undertaken to incorporate usability requirements into the software development process
understand and specify the context of use
specify the user and organisational requirements
produce designs and prototypes
carry out user-based assessment
The Four Essential Activities(2)
The activities are carried out in an iterative fashion, with the cycle being repeated until the particular usability objectives have been attained
Carry out user based assessment
Understand and specify the context of
use
start
Specify the user and organisational requirements
Produce prototypes
Meets requirement
Understand and Specify the Context of Use for the System(1)
The quality of use of a system depends very much upon the context in which a system will be used
In some cases contextual information may already be known; although, where a new product or system is to be introduced, then it will be necessary to collect the relevant contextual information
Understand and Specify the Context of Use for the System(2)
At the end the following aspects are understood the characteristics of the intended users the tasks the users will perform the environment in which the users will use the
system The results of this initial activity are
embodied in a document which describes the context of use for the proposed software
Specify the User and Organisational Requirements
Building on the context of use description obtained before, an explicit statement of the user-centred requirements for the new software should be formulated
There are various methods which can help define these requirements, but some elements (as listed in ISO 13407) should be covered in the specification (next slide)
Important Elements
identification of the range of relevant users and other personnel in the design
provision of a clear statement of design goals an indication of appropriate priorities for the
different requirements evidence of acceptance of the requirements
by the stakeholders or their representatives acknowledgement of any statutory or
legislative requirements, for example for health and safety
Produce Designs and Prototypes
explore design solutions by creating simple mock-ups of the proposed system and then later presenting them to a representative sample of users
the initial design will be refined in light of user feedback
the key goal is to simulate the design solution(s) using
paper or computer-based mock-ups
Avantages of Using Prototypes
The activity fosters greater communication between the development team and end-users
Simple prototypes also allow different design options to be explored prior to coding allowing future problems to be identified early on in the development process
Carry Out User-based Assessment of the System or
Prototype
help providing further information for refining the design
is comprised of the following steps: evaluation plan data collection and analysis reporting the results and
recommendations for change iterate this activity until design (and
usability) objectives are met tracking changes, maintenance and
follow-up
Summary
UCD (User Centred Design) Introduction Standard ISO 13407 Methods to realise standard ISO 13407 TRUMP Project
Generalities Methods Applications
Methods (1)
There is a range of methods which can be used to achieve the goals of user-centred software development
Planning Usability planning
For each feature in which an investment is to be made in usability work, one or more tasks are identified
Cost-benefit analysis a generic framework for identifying the costs and
benefits associated with user-centred design activity Usability context analysis
a structured method for eliciting detailed information about a product and how it will be used
Methods (2)
Expert-based evaluation and inspection Heuristic evaluation
technique used to identify potential problems that operators can be expected to meet when using a computer or a telematics application
Usability walkthrough users, developers and usability specialists review a set of
designs individually, and then meet to discuss each element of the design in a walkthrough meeting
Early prototyping Paper prototyping
Paper prototyping: Designers create a paper-based simulation of interface elements (menus, dialogues, icons etc.) using paper, card, acetate, and pens
Video prototyping Video prototyping: this is a variant of paper-prototyping that
makes use of video equipment to create short movies of the paper interface
Methods (3)
Usability performance evaluation User-based observation
A small number of participants work with system while an observer makes notes
Co-operative evaluation Users employ a prototype as they work through task scenarios.
They explain what they are doing by talking or 'thinking-aloud' and this is recorded on tape and/or captured by an observer
Subjective assessment Cognitive workload
For example this can be obtained from questionnaires Focus groups
bring together various stakeholders in the context of a facilitated but informal discussion group
Individual interviews are a quick and cheap way to obtain subjective feedback from
users
Summary
UCD (User Centred Design) Introduction Standard ISO 13407 Methods to realise standard ISO 13407 TRUMP Project
Generalities Methods Applications
Trump Project (1)
has, in its objectives, the integration of user centred methods into the development process
is part funded by the European Commission under ESPRIT project 28015
involved three partners and one subcontractor; Serco Usability Services co-ordinated the project and provided the usability expertise to the user partners, Inland Revenue and Israel Aircraft Industries. Lloyd's Register provided independent assessment of the usability maturity before and after the application at IR
Trump Project (2)
gives some methods which respond to ISO 13407
Stakeholder Meeting, Paper Prototyping, Usability Testing are three basic methods
Stakeholder Meeting (1)
To collect and agree information about Why is the system being developed? What are the
overall objectives? Who are the intended users and what are their
tasks? What are the technical and environmental
constraints? What key functionality is needed to support the user
needs? How will the system be used? What are typical
scenarios of how and why users will interact with the system?
What are the usability goals? How will users obtain assistance? Are there any initial design concepts?
Stakeholder Meeting (2)
Method Planning
Arrange a one-day meeting Invite stakeholders who have knowledge about the intended
users and usage, including project manager, different types of user and developer(s)
Need a facilitator and a person to record the information provided during the meeting
Produce a list of issues to be discussed and a detailed context of use checklist
Before the meeting Identify the key issues you need to explore Provide all participants with the agenda and a copy of the
context checklist
Stakeholder Meeting (3)
At the meeting After discussing the major issues, discuss and fill in
each item on the context checklist After the meeting
Obtain any missing information; if the information is not easily available, arrange a field study to observe users in their work environment
Circulate to all participants a summary of the conclusions of the meeting, and the filled in checklist.
Paper Prototyping(1)
To enable draft interaction designs and screen designs to be very rapidly simulated and tested
Method Planning
Arrange a workshop attended by user(s) and developer(s)
You will also need a facilitator and a person to record the issues raised during the meeting
Four stages of paper prototyping may be required concept design interaction design screen design screen testing
Paper Prototyping(2)
1. Concept design Sit round a table and sketch out possible approaches in a
brainstorming environment Evaluate the extent to which each approach meets the
objectives agreed in the stakeholder meeting
2. Interaction design Brainstorm possible screens or page types based on user
tasks Write the name of each suggested screen or page on a
post-it-note. Put each post-it-note on the wall close to related notes. Group the post-it-notes in clusters that are meaningful to
users. Consolidate duplicates Give a name to each cluster
Paper Prototyping(3)
3. Screen design Sit round a table and sketch out design ideas in a
brainstorming environment Use this as a basis for rough sketches of each screen Produce a rough design for each screen drawn by hand, or
using a drawing package or prototyping tool
4. Screen testing Ask the user to carry out a realistic task As the user selects options on each screen, the developer
explains what happens, and either points to the next screen or presents the next screen to the user
To test more detailed interaction, prepare pieces of paper with menus, scroll boxes, dialogue boxes, etc., and present these to the user when they select the appropriate option. The user simulates pointing and clicking using a pencil, and simulates typing by writing on paper
Usability Testing(1)
To identify usability problems and obtain measures of usability
Method Planning
Select the most important tasks and user groups to be tested Select users who are representative of each user group Produce a task scenario and input data and write instructions
for the user Plan sessions allowing time for giving instructions, running
the test, answering a questionnaire, and a post-test interview
Invite developers to observe the sessions If possible use one room for testing, linked by video to
another room for observation
Usability Testing(2)
Running sessions Welcome the user, and give the task instructions Do not give any hints or assistance unless the
user is unable to complete the task Observe the interaction and note any problems
encountered Time each task At the end of the session, ask the user to
complete a satisfaction questionnaire Interview the user to confirm they are
representative of the intended user group, to gain general opinions, and to ask about specific problems encountered
Assess the results of the task
Usability Testing(3)
Reporting Produce a list of usability problems,
categorized by importance (use post-it-notes to sort the problems), and an overview of the types of problems encountered
Arrange a meeting with the project manager and developers to discuss whether and how each problem can be fixed
If measures have been taken, summarise the results of the satisfaction questionnaire, task time and effectiveness (accuracy and completeness) measures
Case Study of LAHAV
TRUMP applied methods to realize UCD in the LAHAV division of Israel Aircraft Industries (IAI) in Israel IAI LAHAV division has a group of about 100
people developing aircraft avionics and uses a well-established development methodology, but their process for specifying operational requirements is not supported by any specific methods and techniques
The TRUMP project was undertaken as one of the process improvement activities at IAI
Benefits from Joining TRUMP
They found out that most methods are quiet intuitive and can be learnt on the job
The methods were practised by developers They liked them and recommended to make
them a standard in the development process Another important point is a close link
between process improvement and product improvement
In the TRUMP project the methods cost was extremely low and the results were obvious in the very short term
Cost benefits
Cost-benefits were calculated Maturity assessments
The maturity briefings and assessments cost $5K in staff time Development cost/benefits
IAI estimated that all the methods used resulted in savings in development costs of between $5K and $70K for each method, with a total saving of $330K. The cost of using the methods was only $22K, giving a cost-benefit ration of 1:15
Sales cost/benefits Increased sales because customers would be more likely to
buy the product were estimated to be $400K Support cost/benefits
Reduced costs of training and support were estimated at £50K Overall cost benefits
The overall costs of the maturity assessments and use of methods was $27K. The total estimated savings and increased sales is $780K, giving a cost-benefit ration of 1:29
References
Handbook of User-Centred Designhttp://www.ejeisa.com/nectar/inuse/6.2/contents.htm Trump Project:http://www.usability.serco.com/trump/methods/
index.htm