Elicitation C.W. Johnson, Univ ersit y of Glasgo w, Glasgo w, G12 8QQ. Scotland. johnson@dcs.gla.ac.uk, h ttp://www.dcs.gla .a c.uk/ � johnso n Octob er 2001 c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001 1
Intro duction P a rticipato ry and User Centred Design � Interviews, Questionnaires, F o cus Groups. � T ask Analysis. � c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Recap Lecture 1 on mental mo dels. � User's mental mo del of the system: � - everything they lea rned from using it; - t ypically , no idea of the implementation. Designer's mental mo del of the system: � - can b e igno rant of the application domain; - but do es understand implementation. Can designers ever understand users? � c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
What do es the Company W ant? Managers have clea r ideas: � - `new system will reduce sta�ng'; - `sta� will p erfo rm task X in N seconds....' Managers have no idea: � - ma y not understand everyda y p roblems of their sta�; - ma y urge gratuitous use of pa rticula r technologies; - ma y disagree amongst themselves. c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
What do the Users W ant? Users have little idea of what can b e built: � - the easy things can b e very ha rd to imagine; - the computationally intractable can seem easy . Ac kno wledgemen t: BBC Users often �nd it ha rd to sa y what they do: � - over time p eople build up ertise ; exp - skills b ecome unconscious; - long-term not sho rt-term memo ry . c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
User-Centr e d Design Solution involve users in the development p ro cess: � - use of rapid incremental p rotot yping; - this supp o rts fo rmative evaluation; - user testing b efo re making design decisions. Problems: � - if tests fail is it the design o r unrep resentative users? - if a test fails ho w do y ou generate new solutions? c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Particip atory Design Involve users in the development p ro cess: � - mo re direct involvement than in UCD. Users p resent in design meetings: � - ho w rep resentative is the user involved? - often rep resentatives resemble develop ers! Problems: � - very di�cult to manage: - can feel intimidated b y development team; - can feel sup erio r to the development team. c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Ma rk et Surveys Assess users' lifest yles and aspirations: � - Ea rly adopters? Second-w ave? Conservatives? Ac kno wledgemen t: BBC What comp etito r systems a re successful no w? � Photo dia ries and technology trials. � c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Interviews Unscripted sets of questions: � - follo w the mo o d of the interview but... - can b e (mis)led b y the interview ee. Prescripted sets of questions: � - ask every one the same things and compa re answ ers; - might not ask the one really crucial question? Ho w to reco rd the resp onses: � - notes (cheap but ma y detract from interview); - audio taping (unintrusive but costly to transcrib e); - video (facial exp ressions but costly to transcrib e). c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Interviews Questions can give a w a y info rmation. � Implied criticism: � - `Most of the sta� here have never used an IX3205B?' P o o r p repa ration: � - Interview er: `Y ou w o rk in the paint p repa rtion shop?' - Interview ee: `No, that w as closed last y ea r...' Arrogance: � - `W e're planning a servlet-based extension to the...' P atronising intro ductions: � `No w please relax, there really is nothing to b e w o rried ab out...' c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Questionnaires Lo w resp onse rates esp ecially from certain groups? � Do you like the existing system? Yes No Multiple choice: � - users ma y mindlessly tick certain resp onses; - ma y ask trick questions (double negatives etc). What is good about the existing system? Op en ended: � - users ma y not have time/interest to write much; - ho w t ypical a re the users who write lots and lots? c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Questionnaires Asking mo re subtle questions... � It is easy to make mistakes? Disagree 1 2 3 Agree terrible wonderful Were the lectures helpful? 1 2 3 4 5 6 N/A Scala r resp onses (Lik ert scales): � - can b e di�cult fo r users to cho ose b et w een values. Rank the following from 1 to 3 The most important thing about this lecture is: ----that it finishes in an hour ----that it helps me to pass the exam ----that it never mentions Java Rank ed resp onses: � - what if there a re equal p references? c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
F o cus Groups Questionnaires op en to bias and in�uence. � P eer groups complete questionnaires together? � Ma y miss sha red attitudes and b eliefs. � Ho w do y ou interp ret resp onses? � - pa rtial answ ers ma y need mo re detail; - resp onses ma y contradict views of managers etc. F o cus groups to follo w-up questionnaires. � c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
F o cus Groups Y ou act as facilitato r fo r a discussion: � { intro duce a topic and let them talk ab out it; { p rompt and direct to w a rds k ey topics. Reco rd and account fo r di�erent p ersp ectives. � Problems: � { can b e `hi-jack ed' b y opinionated pa rticipants; { ca re must b e tak en with group dynamics. c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
P a rticipation Grids Who contributed to a fo cus group? � { mino r manager talks but p roject sp onso r is silent; { might come a w a y b elieving mino r view? P a rticipation grids: � - dra w an a rro w when A talks to B; - rep eat fo r each majo r topic. c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Requirements Do cuments What do y ou do with the info rmation? � Construct a requirements do cument. � Describ es must b e done: what � - p rovide automated o rdering facilities fo r all sta�; - sta� should complete �rst o rder with 1 da y training. Do es not describ e to do it: how � - use a P entium I I I running NT, written in Java... Can b e based on usage enarios . sc � c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Hiera rchical T ask Analysis What do y ou do with requirements do cument? � Spilt a high-level task into sub-tasks. � 0. in order to complete an order 0.1 take customer's product selection 0.1.1 ask for reference number 0.1.2 enter reference number in system 0.2 take customers contact details 0.2.1 ask for customers post code 0.2.2 enter postcode into system 0.2.3 complete any blank fields 0.3 take customers payment details Go o d p oints: � - builds a conceptual mo del of users' view; - can identify kno wledge requirements with each step. Simple plans but what if things go wrong? � c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Current Problems: Plans and Situated Actions Lucy Suchman criticises much of this. � Plans evolve within a complex w o rking environment. � P eople: � - a re mo re opp o rtunistic; - must adapt to interruptions. So designer must: � - consider users' mo del of the system; - consider the e�ect that context has on the mo del. c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
Conclusions P a rticipato ry and User Centred Design � Interviews, Questionnaires, F o cus Groups. � T ask Analysis. � c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
F urther Reading Shneiderman on: � - design p ro cess - pp. 95-117; - evaluation - pp. 124-150. He combines elicitation and evaluation. � c CS-1Q: HCI (Lecture 3) � C.W. Johnson, 2001
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