Human-Computer Interaction 506.020 2VO Mensch-Maschine-Kommunikation SS 2002 Graz University of Technology, Austria Lecture Notes Draft Version of 25th February 2002 Dr Keith Andrews IICM Graz University of Technology Inffeldgasse 16c A-8010 Graz kandrews@iicm.edu These lecture notes are available online at http://courses.iicm.edu/hci/ Copyright c 2002 Keith Andrews Contents Preface viii Credits ix Human Computer Interaction Would You Use Untested Software? 2.1 Zippy: Evaluating a UI Specification 2.2 MANTEL UI Exercise 3 11 The Psychology of Usable Things 3.1 The Psychopathology of Everyday Things 3.2 The Psychology of Everyday Things 3.3 The Psychopathology of Computers 3.4 Interface Hall of Shame 3.5 User Centered Design 17 17 24 34 37 40 Usability Engineering 4.1 Defining Usability 4.2 Usability Engineering Lifecycle 4.3 Planning Usability Activities 41 42 43 45 Goal-Oriented Interaction Design 5.1 Interviewing Users 5.2 Creating Personas 5.3 Defining Goals for each Persona 5.4 Defining Scenarios for each Persona 5.5 Moving to a Design Solution 47 50 51 56 56 57 Prototyping 6.1 Verbal Prototype 6.2 Paper Mock-Ups 6.3 Interactive Sketches 6.4 Working Prototypes 6.5 Implementation 60 60 60 62 62 64 Usability Inspection Methods 7.1 Heuristic Evaluation 7.2 Prioritising Found Usability Problems 7.3 Cognitive Walkthrough 7.4 Action Analysis 66 66 72 73 76 i Usability Testing 8.1 Preparing for Usability Testing 8.2 Six Stages of Conducting a Test 8.3 Paper and Pencil Test 8.4 Thinking Aloud 8.5 Co-Discovery 8.6 Formal Experiments 8.7 Query Techniques 78 79 84 93 94 95 96 99 Usability in Practice 9.1 Comparison of Evaluation Techniques 9.2 Discount Usability Engineering 9.3 Case Study: Touchscreen Toggle Design 9.4 Differences in Evaluation Practices 101 101 101 102 102 10 Visual Design and Typography 107 10.1 Typography 107 10.2 Factors Influencing the Legibility of Text 107 11 Icon Design 11.1 Visual Association 11.2 Standard Parts of an Icon 11.3 Icon Design Principles 11.4 Cultural and International Issues 11.5 Do Not Always Use Icons 11.6 Iconic Language 11.7 The Icon Design Lifecycle 11.8 Designing Icons for Sun’s Public Web Site 114 114 115 115 117 117 121 124 127 12 Web Site Usability 12.1 Three Fundamental Kinds of Web Site 12.2 Know Your Web Site Users 12.3 Information Site Design (Information Architecture) 12.4 Content Design 12.5 Page Design 12.6 Web Site Design Cycle 130 132 135 138 143 146 160 161 161 166 177 177 13 Web Usability Case Studies 13.1 SunWeb: User Interface Design for Sun Microsystem’s Internal Web 13.2 SunWWW: User Interface Design for Sun’s Web Site 13.3 MSWeb: Microsoft Intranet Site 13.4 Designing Web Applications Bibliography 178 ii List of Figures 1.1 The nature of Human-Computer Interaction 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 The ZIPPY Window The ZIPPY Exercise Sheet Suggestion for a revised ZIPPY display USPS Zip Code Lookup USPS Zip Code Lookup USPS Zip Code Lookup The MANTEL display Suggestion for a revised MANTEL display 9 10 10 12 16 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16 3.17 3.18 3.19 3.20 3.21 3.22 3.23 3.24 3.25 3.26 3.27 3.28 3.29 3.30 3.31 3.32 Video Recorder Video Recorder Remote Control The Leitz Pravodit slide projector The control panel in lecture theatre HS EDV Audiovisual trolley with inputs at rear Warning label on audiovisual trolley Where is the toilet paper? Ah, there it is! Ambiguous door designs Good use of affordances in door designs Example of ambiguous affordances in door design Good use of affordances in the same hotel Arbitrary mapping of controls to hot plates Paired cooker controls A full, natural mapping of cooker controls Lego Motorbike Kit Assembled Lego Motorbike Beer Tap Handles Fridge freezer controls and instructions The apparent conceptual model for the fridge freezer The actual conceptual model for the fridge freezer Projecting a correct conceptual model Scissors project a good conceptual model A digital watch provides no obvious conceptual model New keyboard for Windows PCs Internet Explorer 4.0 cache settings panel Internet Explorer 4.0 certificate authority selection panel A two-item list box in Visual Basic 5.0 A two thousand item list box Multi-row tab controls Deleting files from an almost full hard disk Ejecting a diskette on the Mac 18 19 19 20 21 21 23 23 25 25 25 26 27 27 27 28 29 30 31 32 33 33 34 34 36 37 38 38 38 39 39 39 4.1 Usability engineering cartoon 41 iii 4.2 4.3 4.4 Defining usability in the context of system acceptability Riding the learning curves Categories of user experience 42 43 44 5.1 5.2 5.3 5.4 5.5 5.6 5.7 Elastic user Jumble car Cars to match their drivers The InFlight Seat Console The InFlight Final Design Parallel and iterative design Lateral Thinking 52 52 52 54 56 57 58 6.1 6.2 6.3 6.4 6.5 6.6 6.7 Paper Prototype of IICM on Air Working Prototype of IICM on Air Paper Prototype Paper Prototype Paper Prototype An interactive sketch Dimensions of prototyping 61 61 62 63 63 64 65 7.1 7.2 7.3 Aggregated evaluations Sample Banking System dialogue Aggregated evaluations by evaluator experience 69 70 71 8.1 8.2 8.3 8.4 8.5 8.6 8.7 8.8 8.9 8.10 8.11 8.12 8.13 Simple usability test setup Single room, single camera test setup Example single room, single camera test Alternative single room setup Observation room with electronic monitoring Classical usability lab Example task list for usabilty test of Harmony Orientation script for Harmony usability test Background questionnaire for Harmony usability test Combined nondisclosure and consent form A generic data collection form Example test checklist Completed data collection form 80 80 81 81 82 82 85 86 88 89 89 90 91 9.1 9.2 9.3 Hotmail password hint question 104 Hotmail redesigned secret question 105 Hotmail compose new message 105 10.1 10.2 10.3 10.4 10.5 10.6 10.7 10.8 10.9 10.10 10.11 10.12 10.13 Serif and sans serif fonts Proportional versus fixed width fonts Font size changes All upper case slows reading Lower and mixed case words have distinctive shapes En and em word spacing Line spacing About 60 characters per line in books About 30 characters per line in newspaper columns Flush and justified text styles Using a layout grid Text right up to margins Text with ample margins iv 107 108 108 109 109 110 110 110 110 111 112 113 113 11.1 11.2 11.3 11.4 11.5 11.6 11.7 11.8 11.9 11.10 11.11 11.12 11.13 11.14 11.15 11.16 11.17 11.18 11.19 The standard parts of an icon Visually imbalanced icons Mixed levels of realism in icons Symbols for men and women at different levels of abstraction Typical viewing distances to icons Symbol silhouette conveys most information Garish multicolour icons Well-balanced, consistent set of icons Evolution of Microsoft Word icon bar Language-dependent text or characters in icons Culturally-dependent mailbox icons Icons for food an drink areas Words for food an drink areas The icon design lifecycle Test setup for icon intuitiveness test An icon intuitiveness test in progress Room Setup for the icon test Icon Iterations for “Products and Solutions” Icon Iterations for “Sun on the Net” 116 116 116 118 118 118 119 119 119 120 120 120 120 125 125 126 126 129 129 12.1 12.2 12.3 12.4 12.5 12.6 12.7 12.8 12.9 12.10 12.11 12.12 12.13 12.14 12.15 12.16 12.17 12.18 12.19 12.20 12.21 12.22 12.23 12.24 12.25 12.26 12.27 12.28 12.29 12.30 Three kinds of web site Mixing purposes within a site The restaurant metaphor Concept cards scattered on a table Test facilitator explains unclear concepts Grouping Cards into Categories Categories labelled with Post-it notes An unplanned labeling system A planned labeling system Navigational bar at top of each page Use of the META tag at Virtual Vineyards Link overload on PICS pages at W3C The Virtual Vineyards site The Virtual Vineyards site, with table borders turned on Original look of Keith’s home page Keith’s redesigned home page Behind the scenes at Keith’s redesigned home page GIF interlacing Progressive JPEG Using transparency for non-rectangular images Anti-aliasing a black line Antialiasing a red circle An antialiased circle against a different background Greeking test, template Greeking test, template Greeking test, template Greeking test, template Greeking test, template Average percentage of correctly identified page elements Preferred page templates 133 133 134 139 139 140 140 141 141 142 144 145 147 148 150 150 152 153 154 154 154 155 155 156 157 157 158 158 159 159 13.1 13.2 13.3 SunWeb: Card Distribution to Icons 162 SunWeb: Main and Second Level Mastheads 164 SunWeb: Final Home Page Design 165 v 13.4 13.5 13.6 13.7 13.8 13.9 13.10 13.11 13.12 13.13 13.14 13.15 13.16 13.17 13.18 Usability lab setup at Sun SunWWW Button Bar Redesign SunWWW Card Sorting SunWWW Paper Prototyping SunWWW Working Prototype SunWWW Design SunWWW Design SunWWW Design SunWWW Design SunWWW Design SunWWW Design SunWWW Design SunWWW Design SunWWW Design SunWWW All Nine Iterations vi 167 167 168 168 169 169 170 171 172 172 173 174 175 175 176 List of Tables 2.1 Summary of problems found in MANTEL 15 4.1 4.2 Setting a usability target Survey of usability budgets 44 46 5.1 5.2 5.3 5.4 5.5 Differences Between Computers and Humans Programmers Think and Behave Differently Personal and Corporate Goals are Different Four Main Passenger Personas Five Main Employee Personas 48 48 49 54 55 7.1 7.2 Proportion of evaluators by experience Average times for typical keystroke-level actions 71 76 8.1 8.2 User profile for users of Harmony Simple coding scheme for event logging 85 89 11.1 11.2 11.3 11.4 11.5 Iconic language for Windows NT 4.0 documents Iconic language for document and link icons in Harmony First Round of Icon Designs for “Technology and Developers” Second Round of Icon Designs for “Technology and Developers” Third Round of Icon Designs for “Technology and Developers” 122 123 128 128 128 12.1 12.2 12.3 12.4 12.5 12.6 12.7 Typical cost of building a web site Connection Speed How Long Will Users Wait? Reasons for Return Visits SOWS Linkrot Survey Maximum acceptable page sizes HTML source code for Keith’s new home page 134 136 136 137 145 149 151 13.1 13.2 13.3 SunWeb: Results of Icon Intuitiveness Study 163 SunWeb: Five Iterations of Specialised Tools Icon 165 User Comments on Design Icons 173 vii Preface These lecture notes have evolved over many years of teaching HCI at Graz University of Technology and teaching User Interface Design at Technikum Kă rnten I would like to thank my students past and present for their many suggestions a and corrections which have helped to massage these notes into their current form References in Association with Amazon References with an ISBN number are linked to amazon.com (or amazon.co.uk or amazon.de) for quick, discounted purchasing Amazon pay a small referral fee to the referrer (me) for each item you purchase after following such a link – the item itself does not cost you any more If you find these notes useful and would like to contribute towards their maintenance, please purchase any book you might want after following a specific ISBN link from here For example: amazon.com amazon.co.uk amazon.de USA UK Germany http://www.amazon.com/exec/obidos/ASIN/1558605339/keithandrewshcic http://www.amazon.co.uk/exec/obidos/ASIN/1558605339/keithandrewshc01 http://www.amazon.de/exec/obidos/ASIN/1558605339/keithandrewshci for a book with ISBN 1558605339 Note that amazon.de deliver to Germany, Austria, and Switzerland free of shipping! Alternatively, you can also follow one of the following links to your nearest Amazon home page: amazon.com amazon.co.uk amazon.de USA UK Germany http://www.amazon.com/exec/obidos/redirect-home/keithandrewshcic http://www.amazon.co.uk/exec/obidos/redirect-home/keithandrewshc01 http://www.amazon.de/exec/obidos/redirect-home/keithandrewshci and any item you buy in that session will count Thanks and happy reading, Keith viii Credits • The paper prototype images of the Northumberland Bank interface in Section 4.2 are used with kind permission from Cliff Brown, University of Northumbria at Newcastle • The material in Section 9.4 on Comparative Usability Evaluation is used with kind permission from Rolf Molich, DialogDesign, Denmark • The material in Sections 11.8, 13.1, and 13.2 on Sun’s public and intranet web sites is used with kind permission from Jakob Nielsen • The figures in Section 12.5 on greeking tests are used with kind permission from Tom Tullis, Fidelity Investments ix 167 13 WEB USABILITY CASE STUDIES Figure 13.4: Usability lab setup at Sun Figure 13.5: The top button bar of Sun’s WWW site before and after redesign Changing the button bar resulted in 416% increase in use over a two-month period! 13 WEB USABILITY CASE STUDIES Figure 13.6: Card sorting for Sun’s WWW site Users group concepts into similar categories and name them Figure 13.7: Paper prototyping for Sun’s WWW site 168 13 WEB USABILITY CASE STUDIES Figure 13.8: Thinking aloud test of working prototype of Sun’s WWW site Note the small table clock to the left of the computer, so the facilitator does not continually look at their wristwatch Figure 13.9: SunWWW Design 1, the first attempt at a magazine-style home page 169 170 13 WEB USABILITY CASE STUDIES Figure 13.10: SunWWW Design Nine Iterations of Sun’s WWW Home Page SunWWW Feedback • Users mistook the page to be Adobe’s home page rather than Sun’s! • Most users’ initial impression was “very busy” or “complicated” • Even though beautifully designed, users did not notice the month name (January), negating the regular update message of magazine-style • When the month was pointed, users liked it but worried how they would be able to access the cover story next month • Users liked the subtitle “Entertainment for Propellerheads”, but it was removed anyway to enhance the site’s credibility • Users did not understand they could click on the lead paragraph to get more information about the Adobe story (no affordance for clickability) Likewise for the Weekly Update bar and the three bullet items • The striking colours in the photo seemed to clash with the rest of the screen design SunWWW Feedback • The month name was now more prominent and was seen by the users They all liked the fact that the page was dated • The blue {MORE} button made it clear there was more information • They understood that “News and Commentary” was clickable • Users still believed it was a page about Adobe – the Sun logo was made much more prominent on subsequent designs 171 13 WEB USABILITY CASE STUDIES Figure 13.11: SunWWW Design • Users generally liked the design: “pretty,” “ nice looking,” “looks professional” • A few users thought that they could only click on the “News and Commentary” bar and that the individual stories were not clickable SunWWW Feedback • Users were still having problems understanding the status of the page compared with other things called SunWorld (a Sun trade conference) • We decided to get rid of the name SunWorld for the home page (and consequnetly also the world map as its graphic identity) SunWWW Feedback • This design succeeded in making the Sun logo prominent • However, it overwhelmed users with buttons, giving them too many options • All the buttons have equal priority, a “laundry list interface” SunWWW Feedback • New cover story about HotJava • The test users did not like the “Duke” illustration • First design with real icons for the various buttons Some of the user comments are shown in Table 13.3 • Some icons are larger and more colourful than others to indicate prioritisation 172 13 WEB USABILITY CASE STUDIES Figure 13.12: SunWWW Design Figure 13.13: SunWWW Design 173 13 WEB USABILITY CASE STUDIES Icon Intended Meaning Sun on the Net What’s Happening Sales and Service Technology and Developers User Interpretation “a punctured balloon”, “a snowman”, “a talking collapsing world”, “an idea coming out of a globe” “a parade”, “people at a Sun launch”, “an intensely ugly logo with people in front of it” “gas station”, “diner”, “public restroom”, “store to buy Sun equipment”, “fast food” “Thunder and lightning”, “electric - looks painful”, “person being killed by technology”, “dance machine”, “why Sun developers look bug-eyed?” Table 13.3: User comments on Design icons Figure 13.14: SunWWW Design 174 13 WEB USABILITY CASE STUDIES Figure 13.15: SunWWW Design SunWWW Feedback • New coffee cup design for HotJava • No underlay under top three stories for simpler design • Blue text and bullets were perceived as clickable • However, What’s Happening bar was no longer thought to be clickable! • “Sun on the Net” icon still not working, decided globe had to be round! SunWWW Feedback • Adding trianlge to What’s Happening bar made it clickable • “Technology and Developers” icon still looking too much like a thunderbolt • “Corporate Overview” icon perceived as “Sun’s headquarters suffering earthquake damage” and “a fever chart” • “Sun on Net” icon now round but still misinterpreted: “astronaut in space suit”, “an olive”, and “a golfer trying to hack his way out of the rough”! SunWWW Feedback • Triangle on What’s Happening button a bit too dark to really look engraved • Also, our first professionally illustrated coffee cup looked too much like a nuclear explosion SunWWW Feedback • At last: the perfect home page :-) 175 13 WEB USABILITY CASE STUDIES Figure 13.16: SunWWW Design Figure 13.17: SunWWW Design 176 13 WEB USABILITY CASE STUDIES Figure 13.18: All Nine Iterations 13 WEB USABILITY CASE STUDIES 13.3 177 MSWeb: Microsoft Intranet Site Redesign on Microsoft Intranet site: • Vivian Bliss; Redesigning the Microsoft Corporate Intranet; http://argus-acia.com/acia_event/ bliss_session.html 13.4 Designing Web Applications Web applications, typically implemented in Java or HTML and Javascript, help users get specific tasks done, such as accessing their bank account or signing up for health insurance benefits Here is the story of one such design effort: • Bruce Tognazzini; Trials and Tribulations of Web Application Design; http://www.asktog.com/maxscrns html 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Process Figure 1.1: The nature of Human-Computer Interaction Adapted from Figure of the ACM SIGCHI Curricula for Human-Computer Interaction 1 HUMAN COMPUTER INTERACTION References • Ben Shneiderman;... (de, uk) • Baecker et al; Human-Computer Interaction: Toward the Year 2000; Morgan Kaufmann, 1995 ISBN 1558602461 (de, uk) • Baecker and Buxton; Readings in Human-Computer Interaction; Morgan Kaufmann,... used with kind permission from Tom Tullis, Fidelity Investments ix Human Computer Interaction ? ?Human-computer interaction is a discipline concerned with the design, evaluation and implementation