Computer Science HCI and UI - Assignment

CHAPTER

•· Prototyping helps you get ideas out of your head and into some thing more tangible-something you can feel, experience,

work through, play with and test . . . you can't afford n~t to '' prototype on your next pro1ect.

Todd Zaki Warfel

• • Prototyping: A Practitioners Guide, 2009

A prototype is worth a thousand meetings. ''

Mik e Davidson

Vice Pres ident of Design for Twitter*

CHAPTER OUTLINE 6. 1 Introduction

6.2 Case Study 1: Iterative Design Evaluation of Automated Teller Machines (ATMs)

6.3 Case Study 2: Design Consistency at Apple Computer

6.4 Case Study 3: Data-Driven Design at Volvo

6.5 General Observations and Summary

*http: //a lvinalexa nder.com/photos /prototype-worth-thousand-meetings

211

212 Chapter 6 Design Case Studies

6.1 Introduction

This chapter's case studies present design contexts and applications to let readers see how tradeoffs and choices are made. Readers may find the case studies valu­ able for encapsulating design learning and showing the challenges of a design context so that they can be shared within teams or across an organization.

The three case studies were chosen to cover this book's design methods. One example of the design methods is whiteboard or digital sketching (Buxton, 2007; Greenberg et al., 2011), where prototype screen designs are presented for dis­ cussion and collaboration using whiteboard drawing. A number of tools and apps exist to support this technique.

User-interface designs are often proposed on a napkin at a favorite coffee shop. Wireframes (Usability.gov, 2015) and supporting wire framing tools are popular to define an interface design. Other design methods include sticky notes placed strategically on a whiteboard sketch or computer -based mockup of a screen. Higher-fidelity screen prototypes can be generated to illustrate the state of the design by adding navigation options, icons, and animation for clari­ fication of design decisions.

Case Study 1 is titled "Iterative Design Evaluation of Automated Teller Machines (ATMs)," a study in the user-interface process of developing ATMs with details on how to perform usability testing of A TMs. This case stud y is a good example of how an iterative HCI process could be performed, exposing potential roadblocks while illustrating in a specific example the processes described in previous chapters regarding user-interface design and development: observe, refine, design, implement, eva luat e, itera te.

Case Study 2 is titled "Design Consistency at Apple Computer" (Apple, 2015a). This case study is part of the Apple Human Interfaces Guidelines (Apple, 2015b) that results in a perspective and suggested approach for practitioners. Many product manufacturers besides Apple have developed style guidelines to ensur e a consistent user interface across multiple products. For example, a com­ pany de veloping multiple techno logy products would prefer that its user inter ­ face be consistent across the product lines, follow a corporate style that reflects branding, and ensure that it is easy for a new user to master a new product from the same manufactur er. AJthoug h arguably App le may be one of the best at this, other industries, such as automobile manufacturers and medical equipment companies, work hard to pursue this goal.

Case Study 3: "Data-Driven Design at Volvo" (Wozniak et al., 2015) shows successfu l collaboration methods in action to solve a diverse, distributed corpo­ rate data-analysis problem. By using user-interface development process meth­ ods, data are retrieved and presented in a tailorable format that empov.rers the users to achieve their business and organization goals.

6.2 Case Study 1: Iterative Design Evaluation of Automated Teller Machines (ATMs) 213

BOX 1. 1

See also:

• Chapter 4, Design

• Chapter 5, Evaluation and the User Experience

• Chapter 12, Advancing the User Experience

The chapter concludes with general observations and a summary that com­ pares and contrasts all three case studies and their importance. There are many design process models and user experience evaluation approaches. While read­ ing about the case studies in this chap ter, reflect on the process steps required for a successful outcome.

6.2 Case Study 1: Iterative Design Evaluation of Automated Teller Machines (ATMs)

Most of us have become familiar with ATMs of varying styles and sizes. Drive­ thru, stand-up, kiosk-style, standalone ATM structure, part of a bank wall or lobby - these machines are everywhere. One can go to another bank and pay a fee if he or she needs cash right away. An individual can travel the world and get cash in the local currency just by inserting his or her A TM/ debit card, enter­ ing the P[N, and making a few choices, hopefully in a language that the user understands. Many A TMs have multi-lingual options now. Many banking mobile apps allow for many of the same transactions that an A TM provides except getting cash. So, let's limit this case study to just physical ATMs, an example of which appears as Fig. 6.1.

As for any device, the user interface for ATMs has evolved, from a more prim­ itive electronic keypad to a magnificent, immersive experience of touchscreen displays with animated advertisements, tones signaling completion of task steps or key presses, color and font choices to improve the appearance while remain­ ing consistent with the bank brand, and the latest security features such as sma ll mirrors to see behind the customer, security cameras recording the customer's presence for safety, copious lighting at night, and card entry points that hinder "skimming" or copying of ATM cards by thieves and fraudsters.

\A/hen learning about usability of the user interface for an ATM, after reviewing Chapters 1-5 of this text, go visit the nearest ATM. (Disclaimer: The authors cer­ tainly understand it takes more than a few minutes to understand usability meth­ ods and techniques, but please read on regarding this usability "experiment.")

214 Chapter 6 Design Case Studies

FIGURE 6. 1 Samp le ATM.

Designers could run a stopwatch as the user withdraws a specified amount at multiple ATMs, record their movements, watch them move from keypad for PIN entry to touchscreen for the withdrawal step(s) wi th prompting for receipt­ the experienced user is like a one-person band playing multiple instruments-to get that end result (cash in hand, with or without receipt, ATM card returned, account updated, qt1ickly and safely). Visualize the statis tical data that can be captured from this usability "experiment":

• Time to complete all tasks over a statistica lly significant set of ATMs

• Time expended for these ATM steps or "subtasks":

l. Entrance into ATM (approach ATM, read instructions to get started, insert card, enter PIN, continu e following prompted instructions)

2. Enter commands to make withdrawa l 3. Receive cash, optional receipt, and card returned (with the preferred goal

of leaving a positive balance in the account)

• Objective and subjective user feedback and contextual observation regarding user performance of the above A TM steps

To complicate things, let' s add an eye-tracker, key-logging tool to record key­ board and/ or touchscreen data entries, record any errors, document navigation steps taken, and have the user enunciate steps taken with comme ntar y in a think-aloud protocol-for example, "I am now going to inser t my ATM card

6.2 Case Study 1: Iterative Design Evaluation of Automated Teller Machines (ATMs) 215

into the machine.'' Consider having a team record this event in a video to analyze later as is done in user experience labs. An excellent set of guiding principles for user experience appears in Hartson and Pyla (2012).

The amount of data to analyze is growing! Tl1e previous chapter (Chapter 5) discusses how to structure this usability evaluation to make this process practi­ cal and finite.

Designers who study neighborhood ATMs and review current literature from A TM developers or other vendors can develop a useful competitive fea­ ture analysis. One intriguing design for an ATM kiosk in developing countries is discussed in Birnie (2011). Numerous ATM screenshot examples and ATM designs can be found by a quick web search, illustrating style alternatives world­ wide of current A TM machine design.

Look at the A TM design for accessibility, i.e., universal usability (see Chapter 2). Consider some of the guide lines, principles, and theories that drive the design (Chapter 3), often resulting in a style guide that merges these concepts with product branding to ensure an end result that fits the business objective for the A TM. Of course, manage the design process in an orgaiuzed, well-defined, user­ centered, iterative fashion (Chapter 4).

Once this usability experimentation and literature search is complete, design­ ers could enter the next life-cycJe (design) phase. Think of this as an incremental continuottS improvement. The data collected can be analyzed to arrive at con­ crete, data-driven design interventions that ma y improve the user experience. These alternative designs can then be sketched and prototyped as discussed in Buxton (2007) and Greenberg et al. (2011). Make sure to review Chapters 4-5 of this book for design and eva luati on processes.

Designs can then be documented, tradeoffs between alternative designs evaltt­ ated, and specifications written for at1 improved A TM design. Iterative design is the best approach here, with design prototypes developed, evaluated, and improved. Again, striving to make this process complete yet finite is the chaUenge. Typically, a delivery deadline will drive the depth and fidelity of any prototyping effort-for example, the next-generation prototype ATM needs to appear and be operational at a trade show on a specific date and location. Some clients require "capability dem­ onstrations," where the increasing fidelity of the prototype is shown in "proof of concept" demonstrations following a plaimed, incremental development strategy.

Sales commitments are made, final implementation continues, ATMs built, delivered, and fitted into a physical structure and integrated into the banking network, bartk personnel are trained, customers are notified, and so on, to bring these products online.

Observations Does the analys is of the usab ility of the newly installed ATM stop here? Certainly not. Continue gathering feedback from customers and monitoring implementation success. Consider rolling out test sites (e.g., beta testing) to first ensure new designs

216 Chapter 6 Design Case Studies

are accepted on a smaller scale. These business decisions are tight ly coupled to the design and usability results discussed here. Ultimately, as in many user-interface designs, the success of a product is often judged by the user interface.

At this point in the life cycle of the ATM case study, the following possible scenario could occur: In the ideal situation, everything works perfectly and the bank clients love the new design. System perfonnance is terrific, cost per trans­ action drops, profits are up, and customers flock to the ba1.1k to use the new ATMs.

Realistically, some changes may need to be made. There could be numerous unanticipated user transition and acceptance issues. The bank could hire someone to independently develop an alternative user experience. The baJ.lk captures data from the deployed sys tems to methodically (like a software upgrade) roll ou t improveme11ts to the ATM network . The feedback loop continues.

The remainder of this chapter focuses on two specific design case studies and how the organizations approached their user-interface challenges.

6.3 Case Study 2: Design Consistency at Apple Computer

Case Study 2 examines the process and decisions reflected in an Apple document titled "From Desktop to iOS" (Apple, 2015a, 2015b ). In this analysis, Apple examined products and design decisions made for Keynote® (for presentations), Mail (e-mail for iPhone), and web con tent.

The case study reviews style guidelines from the Apple Development Guide­ lines and how these were applied in bringing apps to iOS-enabled devices. For more information on related issues, see the iOS Human Interface Guidelines in the iOS Developer Library that Apple provides (App le, 20156). Following are a few samples of the referenced iOS Human Interface Guidelines (explanation, use , and screenshot illustrations are given for the guidelines):

• Take advantage of the whole scree n

• Reconsider visua l indicators of physicality and reaUsm

• Let translucent user interface elements hint at the content behind them

• Let color simplify the user interface

• Ensure legibility by using the system fonts

• Use depth to communicate

There are guidelines for icons and image design, iOS techno logies, user inter ­ face elements, and more.

Keynote has presentation development tools, graphics and toolbars for rapid generation of presentations. An example screenshot appears as Fig. 6.2.

FIGURE 6.2

6.3 Case Study 2: Design Consistency at Apple Computer 217

Add HMSitiOnf; ~nd builds, edit

pre-senter note$, and more

Sample Keynote display with help text.

Presentatio11 (graphics) styles as well as human interaction for touchscreen devices are included in the case study, illustrating tl1e product's ease of use. iOS device-enabled features apply direct manipulation and gesturing interaction (see Chapter 7) that are easy to use.

Next the Apple study looks at Mail for iPhon es . Fig. 6.3 illustrat es Apple's intuitive, predictable navigation for Mail that has a user interface consistent with the Apple product line.

The case study finishes with a discussion on Safari on iOS devices, where again the mobile \,veb-viewing us er experience on iOS devices is easy to use and consistent with the product line and gives web designers val uable insight as to the portability and ease of development of web content for iOS devices. References to iOS Design Strategies consistent with the teachings in this text are included - specify the app, determine who the user s are, identify desired fea­ tur es (requirements collection), pr eliminar y and detailed design, build and deve lopment, evaluation and testing.

Observations Some general observations are worth noting with respect to this case study. The years of experience with the referenced Apple Human Interface Guidelines are brou ght to bear on the problem. There is a consistent style across all products

218 Chapter 6 Design Case Stud ies

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and devices that makes device operation comfortab le and intuitive. Rapid device technology improvements (lighter weight, faster, more colors, more pix­ els, improved throughput, etc.) result in a constant reevaluation of the user interface and improvements of the guidelines applied . Still, the princip les d is­ cussed in this text also ho ld true in this case study: universa l LLsability, gu ide ­ lines based on principles and theory, iterative user-centered design processes, and a keen appreciation of the user experience and of style.

The following case study shows a successful col laboration in a large cor­ poration uti lizing user- interface development process methods to solve a data-analysis challenge.

6.4 Case Study 3: Data-Driven Design at Volvo

The deve lopment of Volvo's big data service provides a terrific example of a case study with big data analy tics used in the corporate world tha t contains a strong user-in terface design component (Wozniak et al., 2015). But first a defini­ tion: big data is defined (Google, 2015) as

Extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human behavior and interactions.

6.4 Case Study 3: Data-Dr iven Design at Volvo 219

In this case study, stakeho lders were identi fied and empowered to help design the service (toolset) that would be used by the company. A diver se set of stak eholders (including many users) proved to be a success-oriented approach for this participatory design team . Stakeholders included the in ten1al IT organi ­ zation, an inv ited (externa l) exper t on big data implementations, database engi ­ neers, and business iI1telligence analysts. Workshops were held for the stakeholders as well as users of the data such as the organizations in charge of vehic le ma intenance. The workshop attendee s (represen tative stakeholders) strived to define how the resu lts might appear and how they could be appl ied to the various stakeholder group missions. Attendees were encouraged to "think outside the box" in terms of potential uses for the data. They had to make sure the data were indeed collectable and would make sense to improve organiza ­ tion performance.

Taking huge datasets of Volvo truck service data and essentially prototyping the analysis output that cou ld be performed worked successfully to identify tl1e needed da ta in useful formats. In the work shop, a low-fid elity pro totyp e was deve loped (see Fig. 6.4).

Through a series of refinements with rep resentative users worldwide, this prototype evo lved into something useful for all concerned. Fig. 6.5 shows a sampl e final version . Users cou ld bring up advanc ed information about their prod ucts (vehicles) such as service history statistic s, perform querie s on marke t­ specific issues, see maps of vehicle usage, highlight interesting values, and more .

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A big data service was developed with user -customizable reports. Custom ­ ization played a crucial role in the design. Users invo lved in the process knew they would be able to choose features and rearrange views based on market-to ­ market difference s. The study showed how following a user-int erface develop ­ ment paradigm or development metl1odology led to a successful result that had buy-in from a distributed set of users. Indeed, if brokering organizational support is desired for a new inno vation or product, a design -thinking work­ shop of the sort practiced in thi s use case can be an effective technique.

The performer s of the study learned to first identify source s of data while empowering the stakeholders of the data to choose '"'hat data they could use

6.5 General Observations and Summary 221

(and how) in order to get their jobs done. Also, there were discussions in the workshops to analyze the data outputs. The final output was corporate big data policies that led to stakeholder-customizable report formats to better improve internal corporate communication and decision making. The tool is now used in all European Volvo truck dealerships.

Observations There are some general observations worth making here. What was essentially a process for developing a big data analysis strategy, service design, and support­ ing tools for a company to use to increase internal communication and profit­ ability turned out to apply methods and processes taken from the world of user experience design and designing user interfaces! The authors applied a well­ known methodology and an interface design paradigm-the process worked.

Often, user-interface processes are applied to business processes without the persons leading the change realizing its origiI1. For example, to analyze patient flow in a hospital (patient recordkeeping, scheduling of resources, service bottle­ necks, prioritization of patient needs, etc.) may sound to some like a simple data­ base or queueing problem or an application of business-process reengineering. However, when humans are mixed wi tl1 sotrrces of diverse data often iI1 a time ­ sensitive environment, quick and easy access to critical data can make an organi­ zation run more smooth ly, better allocate resources, and lead to better decisions to improve customer satisfaction and patient outcomes. "Knowmg thy user," opti­ mizing access to meaningful data, iteratively gathering feedback data, getting stakeholder buy-in, ai1d so on, cai1 all be accomplisl1ed using user-interface design and development methods as was performed in this case study.

6.5 General Observations and Summary

This chap ter's case studi es are "a tip of th e iceberg" in what can be accomplished by designers of user-interface systems. The case studies were chosen stra tegi­ cally to highlight design contexts, various applications, and incremental contin­ uous improvement.

The ATM design example illustrated where what may have started ou t as a relatively straightforward task turned into a methodica l study of how to improve a user interface to the machines and was not only accepted but embraced by the general bankmg customers. Clearly a competitive edge and source of profitability are the extension of the banking functions for cus tomers via well-designed A TMs.

222 Chapter 6 Design Case Studies

The Apple guidelines case study shows one company's approach to a consis­ tent, easy-to-to use style for all the company's products and iOS-enabled devices. Lastly, the Volvo study shows how following a good user-interface design process can result in a successful conclusio11 with a large, data-intensive problem.

Additional sources for interesting user-interface case studies can be found on the web and in Snyder (2003), Righi and James (2007), Karat and Karat (2010), and Warfel (2011).

Practitioner's Summary

Interface designers are aware of the challenge of working with multi-disciplinary teams while striving for consensus in a timely manner to address the require ­ ments for a new or updated system. The challenge here is that many use varying applications of interface design methodolog ies that are not standardized . What might work for one company, organization, or industry may not work for another.

Make sure to do some preliminary work up front to apprec iate and under ­ stand the differences in development methodologies and to apply what makes sense for the application. This same rule applies to any software develop­ ment task. Organizations can benefit from methods used elsewhere but must be careful ly managed in order to achieve a successfu l result within schedule constraints. Defining the user and characteri zing end user needs make up the engine to dri, re the successf ul user experience analysis.

Review interface designs for va lue-sensitive design issues-designs that cen­ ter on human wel l-being, human dignity, justice, welfare, and human rights. Ensure interface designs meet universal usability-the design of information and communications products and services that are usable for every citizen (Friedman et al., 2013).

Researcher's Agenda

There is ample opportunity for research and experin1entation wi th different interface design methodologies and how they interface with software develop­ ment process models. Not starting from scratch, there are often examples on the web of similar development challenges that can be extrapolated for a need or application. It would be beneficial to develop a characterization of the nuances in different user-interface development methodologies and how they interact with current software development processes.

Discussion Questions 223

WORLD WIDE WEB RESOURCES

www. pearsonglobaleditions .com/shneiderman

Case study examples have a significant presence on the internet and are growing. Check out ACM SIGCHI "CHI" conferences, which hold practitio ­ ner's sessions. SIGCHI publishes "CHI Extended Abstracts" with example case studies available via the ACM Digita l Library.

• ACM SIGCHI "CHI" conferences: http://www.sigchi.org/conferences

Discussion Questions

1. Consider additional requirements and technology to further complicate your analysis of an Automated Teller Machine (ATM) design:

• Use eye-tracker data to further analyze the product.

• Consider accessibility (universal usability) issues such as lighting, physical placement of ATM, etc.

• Consider user profile issues, e.g., if a user is using an ATM for the first time.

• Requirement to perform beta and/or market tests.

• Are there other stress factors such as a looming time deadline or a personal safe ty issue?

2. Review the iOS Human Interface Guidelines in the iOS Developer Library at https:/ / developer .apple .com/library /ios/ documentation/UserExperience/ Conceptual /Mobi leHIG / . In groups of two, select one guide line that makes perfect sense and seems easy to be incorporated into a design, and select another guideline that is much less clear, requiring furth er explana tion or analysis to be incorporated into a design. Share these ideas with the class to see if there is any trend or pattern on the easy-to-do versus the harder-to -do gu idelines.

3. At present, the drive to use Big Data to define or enhance corporate strategies seems to be a global business trend. State an example of where this data can improve a busine ss, focusing on user- interface aspects.

4. Cite a past experience where user-interface development methods might apply to another sys tem development activity that might not have a stro ng user-interface component.

224 Chapter 6 Design Case Stud ies

References

Apple, Fro111 Desktop to iOS (2015a). Available at https:/ /developer.apple.com/library/ ios I documentation/UserExperience / Conceptual/ MobileHIG / Desktop ToiOS. htm l#//app le_ref/doc/uid/TP40006556-CH5 1-SW1.

App le, iOS Hunuzn Interface Guidelines (2015b). Available at https://developer .app le. com/library/ ios/ documentation/UserExperience/Conceptual/MobileHIG/.

Birnie, S., The pillar ATM: NCR and community centered innovation, DPPI '11 Proceed­ ings of the 2011 Conference on Designing Pleasurable Products and Interfaces, ACM (2011).

Buxton, W., Sketching User Experiences: Getting tfre Design Right and the Right Design (In­ teractive Technologies), New York: Morgan Kaufmann (2007), 77- 80, 135- 138.

Friedman, B., Kahn Jr., P.H., Borning, A., and Huldtgren, A., Value sensitive design and information systems, in Doom et al. (Editors), Early Engagement and New Tech­ nologies: Opening Up the Laboratory, Springer (2013), 55-9 5.

Google, Big Data (2015). Availab le at https:/ /W\.vw.google.com/#q=what+is+big+da ta.

Greenberg, S., Carpendal e, S., Marquardt, N., and Buxton, B., Sketching User Experiences: The Workbook, San Francisco: Morgan Kaufmann (2011), 29-66.

Hartson, R., and Pyla, P., The UX Book: Process and Guidelines for Ensuring a Quality User Experience, Morgan Kaufmann (2012).

Karat, C., and Karat, J., Designing and evaluating usable technology in industrial research three case studies, Synthesis Lectures on Human-Centered Informatics 3, 1 (2010), 1- 118.

Righi, C., and James, J., User-Centered Design Stories: Real-World UCO Case Studies (Inter­ active Technologies), San Francisco: Morgan -Kaufman (2007).

Snyder, C., Paper Prototyping: The Fast and Easy Way to Design and Refine User Interfaces, San Francisco: Morgan Kaufmann (2003).

Usabi lity.gov, Wireframing (2015). Avai lable at http://www.u sability.gov/how-to ­ and-tools/ methods/ wirefra1ning.html.

Warfel, T. Z., Prototyping: A Practitioner's Guide, Rosenfeld Media (2011).

Wozniak, P., Val ton, R., and Fjeld, M., Volvo single view of vehicle: Building a Big Data service from scratch in the automotive industry, CHI EA '15: Proceedings of the 33rd Annual ACM Conference Extended Abstracts on Hurnan Factors in Co,nputing Systen1s, ACM (2015), 671-678 .