What I Saw…

1. What I Saw… Tutorials • Contextual Design: Using Customer Work Models to Drive Systems Design • Design and Rapid Evaluation of Usable Web Sites SIGs • A "Bag of Tricks" for Web Usability Panels • Interactionary: An Interaction Design Competition • Scaling for the Masses: Usability Practices of the Web's Most Popular Sites Papers • User Experience in E-Commerce • 3D Environments • Tools for Design

2. Tutorial 1 Subject: Contextual Design: Using Customer Work Models to Drive Systems Design Authors: Hugh Beyer & Karen Holtzblatt InContext Enterprises Summary: Authors presented methodologies and representational models for capturing work practices. Once gathered across user groups, these models can be consolidated in order to drive the (re)design of systems to aid those work practices. Contextual Design

3. Contextual Design Process Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands. Contextual Design

4. Contextual Design Process Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands. Contextual Design

5. Work Models • Flow – the communication and coordination between people and roles performed in service of the intent irrespective of time • Sequence – the detailed work steps in time to accomplish a task • Cultural – the overall climate and cultural forces present in the environment of the customer • Physical – the layout and structure of an individual work space or site showing how it supports the work • Artifact – the structure and usage of a work artifact Contextual Design

6. Flow Model Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands. Contextual Design

7. Sequence Model time Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands. Contextual Design

8. Cultural Model Contextual Design

9. Physical Model Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands. Contextual Design

10. Artifact Model Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands. Contextual Design

11. Consolidation Once all work models have been gathered, each model is consolidated in order to represent the superset of the work process • Reveals common underlying pattern: • Intent – the purpose or motive for a task • Strategy – a pattern for doing work • Structure – an organization of the physical or social environment to support work • Concepts – distinctions that help people think about their work and how to do it • Mindset – values and identity • Incorporates variations Contextual Design

12. Consolidated Flow Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands. Contextual Design

13. Redesigning the Work Beyer, H. and Holtsblatt, K., “Contextual Design: Using Customer Work Models to Drive System Design” in Tutorial notes for CHI 2000, April 2-6 2000, the Hague, Netherlands. Contextual Design

14. Take-aways Positive • Employing Contextual Design methods can be useful in the creation of new tools for the web but primarily within a known audience of users when functionality of site is driven directly around supporting specific tasks Limitations in approach • Presented as an end-all for design • Must stay objective while collecting data and (re)designing application • Time consuming • Multiple people (group) needed to properly collect, consolidate and extract models and new work processes Contextual Design

15. Follow Up Publication: “Contextual Design : A Customer-Centered Approach to Systems Designs” isbn: 1558604111 Links: http://www.incent.com/ Contextual Design

16. Tutorial 2 Subject: Design and Rapid Evaluation of Usable Web Sites Authors: Gene Lynch Design Technologies, Inc. Summary: Presentation was primarily a fast- paced overview of successful, main- stream, user-centered principles to employ during web site. Evaluation of Usable Web Sites

17. Topics • Web Site Usability • User and web site purpose • Web site classification and functionality • Design plan, process and issues • Card sorts for web site function and structure • Scenario-based design • User personas • Scenarios for design and evaluation • Web site design guidelines • 4 graphic principles and examples • Design principles, heuristics and examples • Methods for evaluating web site usability • A rapid evaluation process • Heuristic reviews • Team usability walkthroughs Evaluation of Usable Web Sites

18. Take-aways • Positive • Incredible amount of reference material and follow up directions for further, more in-depth exploration • Good over view of the variety of aspects employed in user centered design and evalution. Session notebook good reference for new employees/internal education. • Negative • Too much for one day (this was a 2 or 3 day seminar compressed --- 250 pages of slides within 6hr session!) • Geared to the novice web person • Crowd often took away from richness of information discovery because of level of understanding of domain (web) (i.e.. Questions out of sync with topic) Evaluation of Usable Web Sites

19. Web Site Usability(references) Seven Deadly Web Site Sins – Jesse Berst, ZDNet Anchor Desk • Inconsistent navigation • Broken Links • Browser-specific sites • No contact information • Frames • Sites that open new browsers • “Under Construction Signs” Evaluation of Usable Web Sites

20. Web Site Usability(references) Make People Love Your Web Site – Jesse Berst, ZDNet • Write right. (Make it short. Make it easy to scan.Make it simple and direct) • Link right. Quality – not quantity. Good information fast. • Link wrong. Link to appropriate outside sites • Make it easy to be heard. Easy to find contact information. • Listen up. Answer every “letter” Evaluation of Usable Web Sites

21. Web Site Usability(references) Five Most Serious Web Design Errors – D. Philip Haine, HP Ebusiness • Distracting motion • Form not following function • Ambiguous links • Unhelpful search • Design doesn’t match what user cares about Evaluation of Usable Web Sites

22. Web Site Usability(references) 7 Debilitating Diseases of Business Web Sites – Dr. Ralph F. Wilson, Web Marketing Today • Clarity of Construction What Kind of Business? How do I place an order? How do I contact you? • Image Inflammation Designers who need to show off wonderfully complex, large graphics • Monitor Myopia 640x480 users need to scroll to the right to see the full text • Frames Fixation Frames excessively cut up the screen, Print poorly, cannot be bookmarked Cont’d… Evaluation of Usable Web Sites

23. Web Site Usability(references) 7 Debilitating Diseases of Business Web Sites – Dr. Ralph F. Wilson, Web Marketing Today • Background Blemish • Complex slow and distracting • Button Bloat • Sites that make you wait while many individual buttons download, rather than a single navigation bar or clickable map • Navigation Neuralgia • Too many or too few top-level choices. Structures not related to customer needs Evaluation of Usable Web Sites

24. Web Site Usability(references) Top Ten Mistakes in Web Design Jakob Nielsen • Frames • Over-use of “leading-edge” technology • Scrolling text, marquees and animations • Complex URLs • Orphan pages • Long scrolling pages • No navigation support • Non-standard link colors • Outdated information • Long download times Evaluation of Usable Web Sites

25. Web Site Usability(references) Design Technologies, inc. Top 5 • Structures and content that support user tasks • Easy access to critical content (minimize distance to content) • Readability and minimal distractors • Logical grouping of controls • “Connective Tissue” – Feed forward and feed back Evaluation of Usable Web Sites

26. Web Site Usability(references) Audience Issues • Speed • Unneeded updates to web site • Unpredictability • Scannability • Too many non-topical links • Poor text structure • Poor content clarification • Path Depth • Decision Support Evaluation of Usable Web Sites

27. Further Information Gene Lynch Design Technologies, Inc. 618 SW Arboretum Circle Portland, OR 97221 www.designtech.com Evaluation of Usable Web Sites

28. Panel Subject:Scaling for the Masses: Usability Practices of the Web’s Most Popular Sites Organizer: Jared Spool User Interface Engineering Summary: Open round-table of usability professionals from eBay, CNET, Yahoo!, Intuit and Fidelity. Each discussed specific aspects of their site and all answered questions generated by audience. Scaling for the Masses

29. Discourse • Because of the nature of the panel, conversation was initially focused on introducing panel members and the work they faced but quickly opened up into a free-from Q&A. Included are a few salient comments made by panel members…… Scaling for the Masses

30. Comments • CNET – “Own the users and the merchants will come” • “Marketing wants to ‘warm up’ the users…. Reality is the user has a mission and ‘warm up’ is a waste of time” • Intuit has shifted Quicken loan site from broker to lender in order to maintain level of service to its’ customers • eBay – “Sudden change is disruptive” –versioning • Intuit – ‘tweak teams’ in charge of changes between versions based on log data • Fidelity – “People like to run their fingers through their money” – they display portfolio assets in different ways for their customers Cont’d… Scaling for the Masses

31. Comments • Yahoo! – “Usability == Quantitative == complete tasks….User Experience == Qualitative == do the users like/want to do something” • ‘Usability’ vs. ‘User Experience’ • Fidelity – “Not Reducing ‘Click-through’ but that a Click has Value” • Fidelity – “Reduce upfront message & place in a side area” • Fidelity – “Invite Marketing people to usability testing sessions to see reactions in person” Scaling for the Masses

32. End.. Scaling for the Masses