[ 1 ]
SUBMITTED BY:
Tharanga Nuwan Chandrasekera (CB002976)
Nuwanthi Illukkumbura (CB002926)
Thaveesha Gamage (CB003342)
INTAKE:
HF09B1 SE
MODULE CODE & TITLE:
CE00306-2-HCIU
ASSIGNMENT TITLE:
Group Assignment
SUBMITTED TO:
Ms. Jina Daluwatta
DATE DUE:
09
thFebruary 2010
[ 2 ] TABLE OF CONTENTS Table of Contents ... 2 1.0 Acknowledgements ... 6 2.0 Introduction ... 7 2.1 PROBLEM IDENTIFICATION ... 9 3.0 User Requirement ... 11 3.1 Stakeholder Analysis ... 11
3.1.1 Who are the stakeholders? ... 11
3.1.2 What is the stakeholder Analysis and Why ... 14
3.1.3 When to Use Stakeholder Analysis... 15
3.1.4 How to do the Stakeholder analysis ... 16
3.1.5 Matrix for prioritizing the stakeholders of a company ... 18
3.1.6 Stakeholder Analysis Matrix... 21
3.2 User Profiling and Requirement Analysis ... 28
3.2.1 User Profiling ... 28
3.2.2 Data Gathering ... 29
3.3 The sampling methods ... 44
3.3.1 Random sampling ... 45
3.3.2 Systematic sampling ... 45
3.3.3 Stratified sampling ... 45
3.4 Questioner given to customers ... 47
3.5 Evaluation of the Questionnaire... 51
3.6 RESULTS analysis ... 53
3.7 Task Analysis ... 65
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4.0 Usability Goals and Usability Engineering... 69
4.1 Importance of Usability ... 71
4.2 The Usability Engineering Life Cycle ... 72
4.2.1 Know the User ... 73
4.2.2 Competitive Analysis ... 73
4.2.3 Goal setting ... 74
4.2.4 Parallel Design ... 75
4.2.5 Participatory Design... 76
4.2.6 Coordinating the Total Interface ... 77
4.2.7 Guidelines and Heuristic Evaluation ... 77
4.2.8 Prototyping ... 78
4.3 Usability Goals... 80
4.3.1 Qualitative Usability Goals ... 81
4.3.2 Quantitative Usability Goals ... 82
4.3.3 Types of Quantitative usability goals ... 83
4.4 Prioritising usability goals ... 85
4.5 Applying of the usability aspects to the given situation. ... 86
4.6 Facts gathered from the competitive analysis ... 90
4.7 Usability Goals determined for the current system development. ... 91
4.7.1 Qualitative usability goals... 91
4.7.2 Qualitative Usability Goals ... 92
4.8 Critical analysis ... 93
References and Bibliography ... 96
5.0 Design and Prototype ... 98
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5.1.1 Design Process ... 99
5.1.2 Design for the User ... 100
5.2 Design Concepts ... 112
5.2.1 Shneiderman‟s “Eight Golden Rules of Interface Design” ... 112
5.2.2 Nielson‟s Guidelines ... 115
5.3 Types of Design ... 117
5.3.1 Conceptual Design ... 117
5.3.2 Physical Design ... 118
5.4 WHAT is User Centered Design? ... 118
5.5 Prototype ... 121 5.5.1 What is prototyping? ... 121 5.5.2 Types of Prototyping... 122 6.0 Reference ... 125 7.0 Bibliography ... 126 8.0 Testing... 126 8.1 Heuristic Evaluation... 126 8.2 Formative Testing ... 129
8.2.1 Types of formative evaluation ... 129
8.0 Critical Discussion and Application of Design and Prototype ... 131
8.1 Requirements ... 131
8.2 Analysis... 131
8.3 Design ... 131
8.3.1 Parallel Design ... 133
8.4 Critical Discussion on Parallel Design ... 152
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8.4 Iteration and Prototyping ... 154
8.4.1 Low Fidelity Prototype ... 154
8.4.2 High Fidelity Prototype... 160
9.0 Workload Matrix ... 175
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1.0 ACKNOWLEDGEMENTS
We would like to thank our lecturer Miss.Jina Daluwaththa for guiding and advising us and for the knowledge showered on us. Thank you Miss. Without your support this assignment wouldn‟t have been a success.
We also wish to thank our colleagues for the support given to us at all times, by commenting on our assignment.
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2.0 INTRODUCTION
Pizza Hut is an American restaurant which has over 34,000 branches opened worldwide. Since 1958 Pizza Hut has evolved to be a world‟s favorite by introducing new innovative ideas for dishes and marketing.
The system we‟re designing is for Pizza Hut. Here we‟re introducing a change for the restaurant so that customers will have an enjoyable experience like never before.
Our project introduces a computerized ordering system where customers can order whenever they want without having a waiter. Our systems are using a device called Light Touch Interactive Projector. It uses the Holographic Laser Technology and with its multi-touch technology any flat surface, anywhere can now be turned into a touch screen.
We are using these devices to project screens on the customer‟s tables which will allow them to do the ordering.
Projector
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There are hundreds and hundreds of different restaurants all around the world, but only few of them are successful. Is it only because of the delicious, clean food that they provide or is there some other reasons affecting this?
Presentation, impressions and feelings created by a restaurant also plays a huge role for the success of a restaurant. Impressions can be made with colors, layouts, ease, and good service.
Usually in a traditional restaurant the picture that pops into our mind is, a waiter bringing in a menu to a customer, giving them time to make an order, taking the order, serving food and receiving payment.
There are some problems in this procedure which can be improved in order to bring in more business and make the day today work at the restaurant more efficient.
The system we‟re designing is for Pizza Hut. They are currently using a simple ordering system with basic functionality. The system we‟re designing is to provide the customer an enjoyable experience and to overcome the problems that we have identified.
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2.1 PROBLEM IDENTIFICATION
Waiters are human beings, therefore they might write down incorrect information, or lose the written form of the order. There is also a possibility of the waiter confusing the table they have taken the order from, since they‟ll be taking orders from more than just one table.
Another problem that leads to customer dissatisfaction is that customers get irritated when they want to make an order but cannot get hold of a waiter. In rare cases they might leave the restaurant if they are not attended to.
When a customer wants to order something after their first order they will lose their appetite if they have to look for a waiter for a long time.
When some item on the menu is not available, they cannot remove it from the menu. Therefore when a customer orders something which is not available and they receive a negative answer, they might get irritated.
Sometimes when you walk into a new restaurant, customers will not know much about what they are ordering. A restaurant might have a lot of items on their menu; therefore they cannot visually represent everything on the menu.
When customers with a certain limited budget arrive they will have great difficulty going through the menu looking what fits their budget.
We would like to design a system which will not only give joy to the customer, but also help the restaurant itself.
Therefore through the new system we‟re developing we hope to overcome the above problems.
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SUBMITTED BY:
Tharanga Nuwan Chandrasekera (CB002976)
INTAKE:
HF09B1 SE
MODULE CODE & TITLE:
CE00306-2-HCIU
ASSIGNMENT TITLE:
Individual Assignment
SUBMITTED TO:
Ms. Jina Daluwatta
DATE DUE:
09
thFebruary 2010
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3.0 USER REQUIREMENT
3.1 STAKEHOLDER ANALYSIS
3.1.1 WHO ARE THE STAKEHOLDERS?
According to the Zaphiris (2009) Stakeholders are the people, groups or organization with interests in a project or program (system). In other words stakeholders are the people who will benefit from the system as well as they may get bad outputs as well.
Stakeholders play a vital character in a successive of a project; because they are the ones who use the system and they are the ones who affected by the system and also they are the ones who get the feedback and develop and re develop the system. So stakeholders are one of the most important elements of the system. Not only in the developing life cycle. In each and every step in the project life cycle stakeholders plays a vital role.
There are main 4 types of stakeholders; 1. Primary Stakeholders 2. Secondary Stakeholders 3. Tertiary Stakeholders 4. Facilitating
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PRIMARY STAKEHOLDERS
According to the Zaphiris (2009) Primary stakeholders are the ones who are directly make use of the system by input the data to the system and receiving the outputs from the system. Primary stakeholders frequently use the system in order to perform their work effectively and efficiently. If we take a billing center system as an example; primary stakeholders are the people who input the billing details and user details to the system (cashiers) and who generate the receipts for the user. So this example clearly shows that primary stakeholders are the ones who directly use the system.
SECONDARY STAKEHOLDERS
According to the Zaphiris (2009) Secondary stakeholders are the category which gets the feedback from the system. Secondary stakeholders will not directly use the system to get the feedback but they will get some kind of an output from the system.
Usually the input data which primary stakeholders are key-in to the system are generated by secondary stakeholders and the feedback which generate from the system according to that data will receive to the secondary stakeholders.
As the above example in primary stakeholders the customers are the people who are named as the secondary stakeholders in here. Customers will provide the input data to the system and they will get a receipt as a system feedback. Even though the secondary stakeholders don‟t use the system directly they will have a huge impact on the system, its function and the design of it.
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TERTIARY STAKEHOLDERS
According to the Zaphiris (2009) Tertiary stakeholders are the category which is not belonging to the primary and secondary stakeholders and still affect by the systems. Tertiary stakeholders may not provide the input to the system but they will get some kind of an output from the system as a requested feedback.
Asking back the same example of billing center; the tertiary stakeholders will be the managers (sometimes) of that particular company or branch. Managers will not generate the data to the system to key-in but they will receive the progress details or progress reports, in order to analyze the company performances which are processed by using the data which is key-in by the primary stakeholders and generated by the secondary stakeholders. And also due to the failure or the succeeded of the system manager‟s profit will increase or decrease. So it clearly shows that tertiary stakeholders are directly affected by the system even though they do not use the system directly.
Competitors also includes to the tertiary stakeholders because the failure or the succeeded of the one companies system will affect to the profit of their company. So this tertiary stakeholder‟s category includes various people, groups or organizations.
Facilitating
According to the Zaphiris (2009) facilitating category includes the people who are design and develop the system according to the user requirements. Their main duty is to design, develop and maintain the system in order to satisfy the user requirements.
This category contains the all the people who involved developing the system such as programmers, system designers and project managers. They also play a vital role as primary secondary and tertiary stakeholders in the system because they are the once who design and develop the system. If they fail to deliver the system which satisfied the user requirements and also perform the tasks in user friendly manner the entire system will fail.
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3.1.2 WHAT IS THE STAKEHOLDER ANALYSIS AND WHY
According to the Schmeer (2001) Stakeholder analysis is a process of systematically gathering and analyzing qualitative information to determine whose interests should be taken into account when developing and/or implementing a policy or program.
As mentioned earlier in this chapter the stakeholders are one of the major parts of the project so it is really important to have a good idea about the stakeholders and their interests towards the business and to the system. Ultimately the system will depend on the how far the system can fulfill the stakeholder requirements.
Stakeholder analysis is identifying the key stakeholders of the organization or the system and measuring the interest of them, also it is the way to find the influence of each stakeholder groups to the system. And stakeholder analysis is mainly about identifying the relationship of each stakeholder and issues they have.
Stakeholder analysis will help to identifies the following main points in a project,
which human resources or organizations to take account of in development
Groups that should be encouraged in order to take the best out from them.
what are the roles they should play and what are the stages they have to involved in
who to build and take care of relationships with
who to update and seek the advice about the project
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3.1.3 WHEN TO USE STAKEHOLDER ANALYSIS
Stakeholder analysis can be done in any stage of the project life cycle but it is wise to do the analysis at the very early stage of the project, because it will give a clear idea about the relationships and influence groups of the company.
At times it is good to do the stakeholder analysis in every steps of the life cycle. It will give a good picture of who should be involved in the particular life cycle step and who should be responsible in the relevant life cycle step. So it will be an advantage to the project even though it takes time and money of the project.
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3.1.4 HOW TO DO THE STAKEHOLDER ANALYSIS
According to the Boutelle (2004) there are 3 main steps in the stakeholder analysis. Recognize the key stakeholders in the company
First step of the stakeholder analysis is to identify who are the real stakeholders to the project (system), have to consider each and every person who will affected by the system and who will might have a strong opinion on the project. It is a must to meet up these key stakeholders of the company in order to get their ideas, these ideas may be positive or negative, but those ideas will have an immense value when doing the requirement analysis.
1. Assessing the impact and importance of each stakeholder as well as the possible impact of the system on each and every stakeholder
a. Prioritize stakeholders
It is always good to have a table to fill the data which is taken from the users. By using the following table it is very easy to identify and draw the stakeholder interest chart and also to key in the data.
Source:(Authors work)
High Influence, High Interest – Some stakeholders in the company will have a high influence as well as high interest over the system. It is very important to take their ideas and view point to the system because most of the time these stakeholders will use the system daily.
Stakeholder Ideas Name of the stakeholder Stakeholder state Influence Interest in the System
Connection to the system
Ex: Tharanga Nuwan
Tertiary High Low Use the system in order to get the reports of the company.
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Low Influence, High Interest - The stakeholders who are low influence over the project but have a high interest on the project can be a very valuable sources of the information. They will provide the past details about the company and they will help the project team to gain the domain knowledge. It is good to meet these stakeholders first in order to gain the knowledge.
High Influence, Low Interest – This category is one of the vital categories of the stakeholders, because they won‟t pay or dedicate their time for the project thinking that they won‟t affect by the system or the project. But it is the really important to keep the focus on this category because they have a high influence over the project. As an example these people will be the in charge of the accepting the system in final stage. So in order to get their attention to the project it is really important to provide them the information about the project or the system and keep them update every day.
Low Influence, Low Interest – These people will not have a considerable impact or interest on the project, as a result of that these people can be ignored when considering the ideas and view points of the stakeholders.
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3.1.5 MATRIX FOR PRIORITIZING THE STAKEHOLDERS OF A COMPANY
Following table will give a good indication of the influence of the stakeholders
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Venn diagrams
In stakeholder analysis Venn diagrams are used in order to represent the connectivity and the activities which stakeholders are involved in the system. By using the Venn diagrams the developers can analysis can get a clear idea of the relationships among the stakeholders.
Following Venn diagram shows the main stakeholders of the company and their relationship with each other.
Source: (Authors work) Programmers Government Other Companies NGO Managers
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Spider diagram
Spider diagrams are mainly used to represents the activities in the system according to their values. Following diagram illustrate the main activities of a bill processing system and their values regarding to the system.
Source: (Authors work)
b. Recognize stakeholder viewpoints
There are so many ways to recognize the stakeholder viewpoints, those methods will be discussed in the latter part of this documentation.
2. Recognize the finest way to engage stakeholders
a. Add in stakeholder viewpoints into design of the system.
Main benefit of the stakeholder analysis is to gain the ideas and requirements form the users and also to get the permission from the stakeholders in very early stage of the project.
By spending the time with the users, understanding their requirements will give a huge advantage in design a system which satisfied most of the user requirement.
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3.1.6 STAKEHOLDER ANALYSIS MATRIX
Stakeholder Analysis Matrix
Name of the stakeholder Stakeholder state Influence Interest in the System Connection to the system Customers (age of 10-12)
Primary High High Use the system in order
to order the food and to experience the new technology.
Customers (age of 13-19)
Primary High High Use the system to order
the food and to make the payments, also to experience the new technology. They want to see a new item every day and like to do
experiments using
system.
Customers (age of 20-25)
Primary High High Use the system to order
the food and to make the payments, also to experience the new technology.
[ 22 ] (age of 26
and above)
the food and to make the payments
Waiter Primary Medium High Use the system to check
the orders and to ch eck the bills.
Manager Secondary Medium Medium Get the reports about the
menus and payments
Customers Secondary High High Will get a receipt as a
feedback when they make the payments.
Waiter Secondary Medium High Will get a receipt when
the customer‟s ordered the food.
Manager Tertiary Medium Medium Branch profit get
increased when the system work properly.
Waiter Tertiary High High They will have less
work when the system works properly.
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Customers Tertiary High High Ordering the food and
drinks is really easy by using the system
Competitors Tertiary High High
Waiting for a failure of the system and also they are keeping the eye on the plus point of the system.
Developers Facilitating High Medium Design and develop and maintain the system according to the user requirements. And they may have to re develop the system if user wants a new feature.
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THE ROLE OF THE PRIMARY KEY STAKEHOLDERS
Customers (All age groups) – Customers are the main stakeholders in this project, for the
reason that they are the people who always interact with this proposed system. This proposed system is 100% depend on the user interaction (how they react to the situations, what are their preferences and how they key in data to the system). This system is proposed to build in order to give a good satisfactory service to the customers so it is really important to satisfy all the customer needs by using this system. As a result of above reasons customer is our main target and they are the key stakeholder of this system
Waiter – Waiter is also a main key stakeholder of the system because they are the people who
handle the one end of the system. They always interact with the system in order to get the orders which customers made. So waiters play a main role in our proposed system. So we consider them as primary key stakeholders.
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THE ROLE OF SECONDARY STAKE HOLDERS
Manager – Manager of the branch will get the reports from the system and they will also get the
payment details of the customers. They have the ability to get the menu details as well as the items sold per a day. Due to those reasons we consider manager of the company will be a secondary stakeholder of our proposed system.
Customers (All age groups) – As managers mention in above paragraph, customers also get the
printed bill from the system. So we consider the customers as secondary stakeholders in this system.
Waiter – waiters also will get a printed bill and printed order item list. . So we consider the
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THE ROLE OF TERTIARY STAKE HOLDERS
Manager – if the system is successful and efficient more customers will come to the restaurant
and profit of the restaurant will get increased. So manager will get benefited by the system.
Customers (All age groups) - If the proposed system is successful and efficient, people can
order the food fast and they may save their time. So customers also get benefited by the system
Waiter – If the proposed system is successful and efficient, waiters can get the orders fast and
they may save their time as well as customers. So waiters also get benefited by the system
Competitors – one of the biggest tertiary stakeholders in a company. In industry each service
providers want to attract the customers more to their restaurants. So they use various methods to attract the customers to their restaurants. One way is using high technology to serve customers fast. This system is also a part of that high end technology. If the system is successful and efficient then the more customers will attract to the restaurant and competitors will be affected by it. So we consider the competitors as Tertiary stakeholders in this system
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THE ROLE OF FACILITATING STAKE HOLDERS
Developers – developers are the people who are responsible in develop the system to satisfy the
user requirements. They will design the system according to the user request and they will try to cover all the user requirements as well as GUI. So the successfulness of the system will highly depend on developers.
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3.2 USER PROFILING AND REQUIREMENT ANALYSIS
3.2.1 USER PROFILING
“According to Boutelle (2004) of identifying and categorizing your user audience, gathering their statistics and then producing a user persona for each individual”
User profiling is one of the most important factors in developing a user satisfactory system When categorize the important factors to a system users will be at the top of that categorized list because user is the one who use the system daily in order to perform their works effectively and efficiently with less effort. So it is really important to gather the user requirements and their views on the future system and on the current system which they are using at the moment. This should be done at the very early stage of the project because only by identifying the user requirements and their needs will make the system success and designers and the architectures will not be able to design or develop the prototypes or any other part of the system without user requirements.
3.2.1.1 WHAT IS USER PROFILING?
User profiling is the way of identifying the user requirements and their needs regarding the system and what are the main activities they want to perform by using the system and how they are doing that particular activity currently and will the user like to change the way that they perform that activity or will they have good ideas or suggestions on the way they perform the activities.
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3.2.1.2 HOW TO PERFORM THE USER PROFILING?
There are many ways to perform the user profiling. In following topic call „Data Gathering Methods‟ will discuss the way of performing the user profiling.
3.2.2 DATA GATHERING
Data gathering is collecting the relevant data to the project from the relevant stakeholders. Data gathering is key point of the analysis. Data gathering is performed mainly to identify the user requirements, their expectations from the system also to identify the current system of how it work, how users perform their work, what are the main steps of performing the particular task, also to identify who are the people responsible of it, what are the current problems and are there any benefits from current system?
There are various ways of performing a data gathering. Following are the main methods of data gathering.
1. Observations 2. Interviews
3. Document Reviews
4. Workshops or focus groups 5. Questionnaires
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3.2.2.1 OBSERVATIONS
Observation is an excellent method of gathering data from working environment. Generally observations are done in order to gather the data about the current system, because some users may not express their ideas freely to another person; but observing their behavior at work will give a good idea about the current system. For the most part observation is done in combination with another data gathering method such as interviews to fill the gaps.
Observations will help to verify the user comments about the current system and to verify the way that the current system works. It is always good to have an expert nearby so the expert can say what to look for. There are many advantages as well as disadvantages in observation.
Kendall et al,(nd)
Advantages
Can gather the data about the current system
Can collect the data about how the people react to the situations
Can Verifies the observed data from other sources
Can collect the data about the peoples relationships with works
Can gather the true feedback of the users when they use the system
Can identify the steps of how the things done currently
Disadvantages
Users will be nervous during the observation time.
So the real behavior will not be able to identify form the users.
Communication errors with the user will lead the analyzer to wrong conclusion.
Selecting observing sample is very tricky.
Ethical issues. (Mainly with women‟s) Kendall et al,(nd)
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3.2.2.2 INTERVIEWS
Interview is another good method of gathering the data from the user. Interviews are conduct on one-on-one or with a small group of user. It is always good to have a small number of groups so everyone will ave a space to express their ideas.
Interviews can be performed in any stage of the data gathering but is good to have interviews in the stage of the performance analysis stage. Even though the interviews take lots of time of the employees it is really good technique because it give the space to gather specific information from the users.
It is always advised to prepare questionnaire before the interview take place and let the user to answer the questions by taking their own time. Interviews always fail because the interviewer tries to prove his opinion to the interviewee and always try to get the desired answer form the interviewee. Kendall et al,(nd)
Main steps to have a good interview
1. Selection of the correct person to interview and inform him about the interview. 2. Make questions for the interview.
3. Do the interview with the person.
4. Document the fact and information gathered during the interview in proper way. 5. Recheck the data gathered during the interview.
6. Do the necessary corrections in documentation and sign-off the interview.
Main goals of an interview
1. To gather information about the company 2. Can Provide information to the user
3. Can gather information about the functions of the current system 4. Can verify the data which are gathered previously
5. Can identify the problems in current system 6. Can gather information about the processes.
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Things should do in an interview and things should not do in an interview
1. Do not guess anything before perform an interview. 2. Do not get in to pre opinion.
3. Do not give your opinion to the user.
4. Ask both open and closed questions during the interview. 5. Make the verifications at the right moment.
6. Do not argue with the interviewee anytime and respect to his ideas. 7. Be professional and the same time try to be friendly with the interviewee. 8. Never interpret when the interviewee express their ideas.
9. Listen actively in order to give an impression to the user that the facts are really important.
10. Let the interviewee do the majority of the talking 11. Always control the interview and target on the subject. 12. Finished the interview during the allocated time period. 13. Finished the interview in positive manner
Advantages
Enable to learn things that cannot be directly observed.
Allow inquiring if the answers are not clear.
High response rate.
Can see the real user expression.
Increase the accuracy of data gathering.
Allow more detail questions to ask
interviewees are not influenced by others
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Disadvantages
Time consuming.
Sometimes costly.
Communication errors.
Sometimes people will not express their real feeling.
Can only interview limited users (focus group is low). Kendall et al,(nd)
3.2.2.3 DOCUMENT REVIEWS
Most of the organizations keep records of their activities such as bills, user manuals, and reports. Review of these records will provide lots of details about the company. These records will provide the data about the current system and how the current system works and what are the reports, outputs which current system generate to the user and what are the inputs that should give in order to get the valid output from the system and what are the steps that user should follow to perform a activity. Document review is somewhat like an observation, however document review will give valid details about the current system and sometimes these documents will provide very sensitive data about the previous systems.
Kendall et al,(nd)
Advantages
The documents will give a plenty of details about the current system.
Data will be valid.
Data will be in details.
Disadvantages
The documents might be not valid.
The documents might be Outdated.
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3.2.2.4 WORKSHOPS OR FOCUS GROUPS
This is also a good way to gather data from the stakeholders; this is also a part of observation process. Focus group discussion will provide wide-angle views of what people think about the current system and what their common needs.
Workshops usually involved in small number of people around 8-12 and its main purpose is to discuss a one particular topic and gets the feedback from everyone. Participants will be free to express their ideas and this will be really good to identify the common and sensitive issues that system has.
Kendall et al,(nd)
Advantages
Will give a good idea about the user requirements.
Data will be in details.
Can see the real user expression.
Increase the accuracy of data gathering.
Allow more detail questions to ask
Can gather the sensitive data.
Disadvantages
Time consuming.
Sometimes costly.
Communication errors.
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3.2.2.5 QUESTIONNAIRES (SURVEYS)
Questionnaires are used to gather data from the large number of people and when it is impossible to meet every one of them face to face. Like interviews, surveys can also be conduct in formal or informal way. Questionnaires are built in very simple way that people can understand questions very easily. There are main three types of the questions which will be described in the latter part of this documentation.
Kendall et al,(nd)
Advantages
Can have a good idea about the question because it will have various feedbacks from the user.
People will express their ideas freely in open end questions.
Can get the feedback from large group of people in a smaller time. (sample group is high)
Low cost.
Interviewee can answer the question by taking his own time
Disadvantages
People might not response.
No control over the response
Low probability of getting detailed feedback.
No space to clarify the doubts.
People will give the wrong feedbacks
Language communication errors will direct to a wrong answer.
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THE METHODS OF MAKING QUESTIONS FOR SURVEYS/INTERVIEWS
In Surveys and interviews main thing is questions. If the questions are incorrect and they are prepared in ineffective manner then the output will never be successful. So it is a waste of money and the time of both interviewer and the interviewee. For that reason questions has an immense value in surveys and interviews. There are mainly 3 type‟s questions.
1. Multiple-choice question 2. Open-end questions 3. Close-end questions Kendall et al,(nd)
3.2.2.6 MULTIPLE-CHOICE QUESTION
Multiple-choice questions are made in order to get a certain answer from the user. User will not express their ideas about the question because user only has to pick an answer from the set of given answers. These questions are really important when evaluating the questioners and interview details.
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3.2.2.7 OPEN-ENDED QUESTIONS
“According to Changing Mind website (2010) an open question is likely to receive a long answer”
Open end questions are designed to get a long and meaningful answer from the user. These types of questions will lead the user to give a long answer about the topic so the user will take some time to answer the questions. Open questions are great tool to promote creative thoughts and problem solving skills, for the reason that these questions will give reasonable response time to the interviewee and also these questions will make a strong bond between the interviewer and the interviewee. By using the open-end questions interviewer can gather lots of data about the current system and interviewee will express their views freely.
Open-end questions typically begin with words like “Why”, “Describe”, “how”, As a example
Describe me what you think about the current system?
What is it you like about the proposed system?
Why would you say this system is a good one?
How do you plan to accomplish your business plans?
Let the interviewee to talk more and listen to their ideas and their view points. Interviewee will control the interview most of the time.
Advantages
Can gather the interviewee's words which are a sign of his education, values, and attitudes.
Provide lots of details
Give more attention for the interviewee.
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Disadvantages
Might take too much time to gain relevant information
May provide too much unrelated data about the system
Perhaps lose the control of the interview.
3.2.2.8 CLOSE-ENDED QUESTIONS
“According to Changing Mind website (2010) a closed question can be answered with either a single word or a short phrase”.
Closed end questions are designed in order to get a straight forward answer from the user. These questions will limit the number of possible answers from the user and these questions are mostly used in order to prove a point or to clarify a user given answer.
These questions will give precise details that are required. These questions will not reveal much about the users but these questions will test their understanding about the current and proposed system.
Close-end questions typically begin with words like “Is”, “Do”, “When”, As a example
Do you like the current system?
Do you like the proposed system?
Is the current system good?
Do you have a business plans?
Let the interviewee to talk more and listen to their ideas and their view points. Interviewee will control the interview most of the time.
Advantages
Possibly will save the interview time.
|Be able to control the interview
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Only will get the relevant data.
Be able to cover a huge area quickly.
Disadvantages
Boring for the interviewee.
Will not be able to get detailed information.
Fail to build a bond between interviewer and interviewee.
Following table will give a good idea about the close-ended questions and open-ended questions.
(Authors work)
Open-Ended Question Close-Ended Question
Describe me what you think about the current system?
Do you like the current system?
What is it you like about the proposed system? Do you like the proposed system?
Why would you say this system is a good one? Is the current system good?
How do you plan to accomplish your business plans?
[ 40 ] Source: Kendall et al, (nd)
THE STRUCTURES OF MAKING QUESTIONNAIRES FOR SURVEYS/INTERVIEWS
There are main 3 types of structures, which are 1. The pyramid structure
2. The funnel structure 3. The diamond structure
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3.2.3 THE PYRAMID STRUCTURE
The pyramid questions are start with very detailed close-ended questions and end in open-ended questions. These questions are really important to warm up the interviewees about the particular topic
(Source: Authors work)
Close-ended Questions
Open-ended Questions Start
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THE FUNNEL STRUCTURE
Funnel structured questions are start with general open-ended questions and Concludes in close-ended questions. Provide an easy way to start the interview and interviewee will be more relaxed. These questions are really important when the interviewees are really emotional about the topic.
(Source: Authors work)
Close-ended Questions
Open-ended Questions
Start
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THE DIAMOND STRUCTURE
The diamond structured questions are starting with close-ended questions and then more general issues are examined and conclude in close-ended questions. These types of questions are combination of pyramid and funnel structure and these questions will take time to get an answer.
(Source: Authors work)
Close-ended Questions Open-ended Questions Close-ended Questions Main Point End Start
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3.3 THE SAMPLING METHODS
Sometimes the entire population will be relevantly small and the researcher can include the whole population to the study. These types of researches are called as “census” studies since the data is gathered from each and every member of the population. But in generally it is really hard to interview or study each and every member of the company. So it is a need to select small number of people to represent the entire company. This method is called as sampling.
According to the statpac website there are main 2 types of sampling. It is probability or non-probability sampling.
Probability sampling has sub categorize a) Random sampling
b) Systematic sampling c) Stratified sampling
Non-Probability sampling has sub categorize a) Convenience sampling
b) Judgment sampling c) Quota sampling d) Snowball sampling
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3.3.1 RANDOM SAMPLING
Random sampling is the easiest way of probability sampling. Each member of the population is equal and everyone has an equal chance of been selected. First select the right population for the sampling then give a number to each of them and finally select numbers randomly. This method is good when the selected population is relatively small.
3.3.2 SYSTEMATIC SAMPLING
Systematic sampling method also called as nth name selection technique. This is done similar to the random sampling. After the required population is been selected every nth record is selected from the list. This method is user in order to select specific number of users.
3.3.3 STRATIFIED SAMPLING
Final probability sampling method is stratified sampling and this also called as cluster sampling. Selected population is divides into groups according to a common characteristic these groups are called as clusters. A random sample is taken from the one or more selected groups. This sampling method is used when the selected population has less influence over the system.
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For do the research we have selected customers according to the random sampling method because it is impossible to make a data profile to each and every customer in the pizza hut and it will be a waste of money and the time. So by using the random sampling method we have selected 20 customers in different age groups. Our main target is the customers who are around age of 15-21, because they are the people who like to visit fast food restaurants regularly. And also by using random sampling we selected the 5 waiters to do our research and we did a good observation on them and also we did a good observation on customers as well.
Customers – we select 20 customers randomly in order to collect data for our system. 1st we observe them very carefully, how they behave and how they react in the pizza hut. And then we gave them a questioner. Most of the people rejected to fill the questioners because they are on a hurry to go back to their works. But finally we able to get the data from 20 customers of pizza hut.
Waiters- waiters reject to give the data in formal interviews because they have been instructed to
not to give company details to outsiders. So we couldn‟t able to do the formal interviews with them. But we manage to ask some questions and we manage to gather some data from them. Observation session help us very well to understand how the pizza hut system works.
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3.4 QUESTIONER GIVEN TO CUSTOMERS
1. What age group do you belong to? Below 12
12-18 19-30 31-50 Above 50
2. What type of restaurant do you usually tend to visit?
Fast food
Restaurants Café
Pubs
Casual Dining
3. From Sri Lanka‟s leading restaurants, which do you prefer?
McDonalds Dominos
Pizza
KFC Dine-mor
Pizza Hut Harpos
Pizza
Other ……… (State the name)
You may select more than one
4. What is the reason for you to select that rest aurant(s)?
Good Food Attractive
[ 48 ] Service
Clean Reasonable
Prices
Other ……… (State the reason)
You may select more than one
5. Are you willing to pay more for a restaurant because of good service?
Yes No
6. Do you leave a restaurant because of bad service from waiters? Yes
Sometimes No
7. How often do you go through the menu before ordering? Always
Not very
thoroughly Very thoroughly
8. How often do you order something new other than what you have eaten before?
Always Rarely
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10. Which of the following methods do you prefer? A Menu on the wall
Menu book
Touch screen
Menus
11. What is your level of computer knowledge? Very Basic
Intermediate Expert
12. Are you familiar with touch screens? Yes
No
13. Would you enjoy a restaurant which uses touch screens to make orders?
Yes No
14. If “No” state your reasons.
15. In your point of view do you think using touch systems for ordering? (Problems/Advantages)
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3.5 EVALUATION OF THE QUESTIONNAIRE
This questioner is done in order to get the customers ideas and their likes and dislikes. This was based on pyramid structure where we start in close ended questions and move into open ended questions. Final questions are based on the answers which they given in the start of the questioner. And it helps us to identify the expectation of the customers.
Question 1 – question one is based on to get the idea about the age group. By using this
question it is very easy to analyze the age groups and their preferences.
Question 2 and Question 3 – this question is mainly giving an idea about the user
preference about the restaurant. To check he is a pizza hut customer or not. By using this question we were able to categorize their need and we were able to prioritize them. If they are a regular pizza hut customer we have given them a high priority to them because they are the people who are going to use the proposed system in future.
Question 4 – This question is giving us the idea of the reason for the customer attraction
to the restaurant and these questions help us to categorize the users according to their likeness in the restaurants.
Question 5-6 – using high technology mean restaurant has to spend more money to
maintain the equipments in the restaurant. So it will affect to the prizes of the food in the restaurant. So this question identifies that weather the customers willing to pay more money for better service. If the customers will not be like to pay more for better service this system will fail. So it is really important to keep a good eye on answers of this question.
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Question 7- 8-9 – this question is based on to identify the user‟s behavior when they
want to order the food. We did a good observation too. Outcome of this question will help us to build and design the system. If the customs pay more attention on new items in the menu, then we have to build our system according to that. Every time user uses the system we have to show them the new items. So this question help the developers to get the user preference and user requirements.
Question 10-11-12 – these question will give us the idea how we should design the
system and what user like and their computer knowledge. Do they like to change into new technology and do they still want to use the old method to order the food. If they want to use the old method, developers can develop a system which will more similar to the old method but which will use high technology.
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3.6 RESULTS ANALYSIS
Question 1
This shows that most of the people come to pizza hut is around age of 12-18 and to 19-30. So our main focus should be on those age groups and developers should put more attention on this age groups requirement.
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Question 2
This shows most of the people like to go to fast food restaurants. For reason that they like to get a fast and quick service form the restaurants so can do their work without a delay. So developers should design the system in order to give a good and fast service to the customers. If the system take so much time to response and it is so complicated then the customers will not be come to the restaurant.
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Question 3
This question shows that pizza hut is the leading restaurant in Sri Lanka and the reason that they already use a semi touch screen system to order the food. As a result of that they were able to give a good and quality service to the customers which increase the customer satisfactory level.
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Question 4
In this question we have given choices to the customers of the pizza hut and they have selected the reasons for their visit to the particular restaurant. They have select good food and reasonable price as the top 2 priorities and for the 3rd option they have selected the good service. This is really an important fact on this proposed system. Main reason to implement this system is to give a good service to the customers. So it is really important to get the user response about the service of the restaurant and what they are looking from the restaurant.
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Question 5
Entire system will depend on this question, because if the restaurant going to implement this proposed system it will cost lots of money. So the prices of the food will definitely get increased with the technology, if the customers willing to pay a reasonable amount for the service then company/restaurant can implement the system. If the customers will reluctant to pay extra amount then the company won‟t be able to maintain the system and it will make a bad name impact on the company. But the response we got form this survey was really good. 75% of the people like to pay extra amount of money to get a good service from the restaurant. So it is a really good pulse point to the developers. By analyzing this question restaurant can make the budget high and can purchase the more equipment to the company.
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Question 6
This question and its answers clearly illustrate that most of the people around 50% is expect a good service from the restaurants and around 90% people will leave the restaurant due to the bad service of the waiters. So it clearly shows that if the restaurant wants to increase the number of customers they should give a good service to the customers. Above question also a good question for the developers who is going to develop proposed system. Because people highly expecting the good and fast service from the waiters. So it is really important for the developers to develop the system simple and with less complication.
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Question 7
This illustrate that most of the people check the menu before they ordering the items. So it is really important for the developers to develop the system to give a good usability for the customers to navigate through the menus. It should be very simple and user should be able to check the food items and their prices without making lots of clicks.
[ 60 ]
Question 8
Most of the people like to taste the new items in the restaurant. Most of the people like to have a change. So as developers, they should be considering about good method to show the customers what are the new items available in the restaurant so the customers can identify them easily. Otherwise customers will not be able to identify the new items in the restaurant.
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Question 9
Most of the people prefer to have a touch screen system. When we talk to them they said that it is easy for them to make the order rather than waiting for a waiter to come and take down the order. They also mention that it will reduce their waiting time on the restaurant. 75% of the people like to use the touch screen system which is a really good point for the pizza hut when they implement this system.
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Question 10
Even though touch screen system is high technological system people who have an intermediate knowledge can handle the system, so 86% of the customers coming to the pizza hut have that knowledge. So it is not been a big problem of how to operate the system but how ever most of the people said they are really like if the developers use single click method because they don‟t like to use double click..
[ 63 ]
Question 11
This question highly relevant to the previous question 20% of the people only familiar with the touch screen technology. But as mention above questions this proposed system is very simple one and it should have video tutorials which user will guide through the system. So the user will not be facing much difficulty because they have been guided throughout the process.
[ 64 ]
Question 12
Most of the people do like to use the touch screen system because it saves lots of waiting time in the restaurants. Normally in a busy day if a customer enters to the pizza hut then they should wait around 5-10 min till a waiter comes to him to take the order down. So by using this system customers can reduce that waiting time. So people like to use a touch screen system.
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3.7 TASK ANALYSIS
“Task analysis analyses what a user is required to do in terms of actions and/or cognitive processes to achieve a task”
(
http://www.usabilitynet.org/tools/taskanalysis.htm)It is really important to do a task analysis in order to identify the current system tasks as well as the future system tasks. For the reason that by identifying the tasks of the system, developers can easily understand the main process of the system and they may have the ability to understand main tasks in the current system as well as the future system.
For our project we have decide to use the hierarchy chat task analysis. Where each step will represent a one particular task and it is look like a tree. Each branch will have its own sub branches. If the user wants to perform a certain task they should follow the particular branch in order to fulfil the task.
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3.8 REFERENCE
Anon, 2010, Open and Closed Questions, Changing Minds [Online], available from: http://changingminds.org/techniques/questioning/open_closed_questions.htm, [Accessed 9th February 2010].
Anon,nd, Sampling Methods, Sampling Methods[Online], available from: http://www.statpac.com/surveys/sampling.htm, [Accessed 9th February 2010].
Anon.nd, STAKEHOLDER ANALYSIS, Guidelines for Concept Note [Online], available from : http://www.cphp.uk.com/downloads/GN%20Stakeholder%20Analysis%20Form.pdf, [Accessed 9th February 2010].
Boutelle.j, 2004, Understanding Organizational Stakeholders for Design Success,boxesandarrows[Online],available from :
http://www.boxesandarrows.com/view/understanding_organizational_stakeholders_for_design_s uccess.com, [Accessed 9th February 2010]
Kendall et al,nd, Systems Analysis and Design, Information Gathering: Interactive Methods [Online], available from: wps.prenhall.com/wps/media/objects/1597/1636070/PPT04.ppt , [Accessed 9th February 2010].
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SUBMITTED BY:
Thaveesha Gamage (CB)
INTAKE:
HF09B1 SE
MODULE CODE & TITLE:
CE00306-2-HCIU
ASSIGNMENT TITLE:
Individual Assignment
SUBMITTED TO:
Ms. Jina Daluwatta
DATE DUE:
09
thFebruary 2010
[ 69 ]
4.0 USABILITY GOALS AND USABILITY ENGINEERING
Usability is one of the main aspects which need to be considered in the process of Computer application development. Though we only discuss about the usability in this area of HCI, it‟s a subject which has a span throughout a lot of commercial areas since its principals and practices are considered as a help to make the output a success.
According to Sharp, et al(2007) Usability in general, is the process of ensuring a product is easy to learn, effective to use and enjoyable from the user‟s perspective. Furthermore, it says that it involves optimization of the interaction of people with the product to make sure the activities they carry out at their day to day life to be efficient.
Furthermore, they say that
More specifically, usability is broken down into the following goals:
Effective to use (effectiveness)
Efficient to use (Efficiency)
Safe to use (Safety)
Having good utility (Utility)
Easy to learn (Learnability)
Ease to remember how to use (memorability).
Effectiveness is a very general goal and refers to how good a product is at doing what it is
supposed to do (Sharp, et al 2007; p21) .
Efficiency refers to the way a product supports users in carrying out their tasks. An example of
where this kind of efficiency mechanism has been employed efficiently is in online shopping. Once users have all the necessary personal details in an online form to make a purchase, they can let the web site save all their personal details then if they want to make another purchase at that site, they don‟t have to re-enter all their personal details again. A highly successful mechanism patented by Amazon.com is the one-click option, which requires users only to click a single button when they want to make another purchase (Sharp, et al 2007; p21).
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Safety involves protecting the user from dangerous conditions and undesirable situations. For
example, where there are hazardous conditions- like X-ray machines or chemical plants- Operators should be able to interact with and control computer-based systems remotely. To make interactive products safer in this sense involves (i) preventing the user from making serious errors by reducing the risk of wrong keys /buttons being mistakenly activated and (ii) providing users with various means of recovery should make errors. Other safety mechanisms include undo facilities and confirmatory dialog boxes that give users another chance to consider their intentions (Sharp, et al 2007; p21).
Utility refers to the extent which the product provides the right kind of functionality so that users
can do what they need or want to do. An example of a product with a high utility is an accounting software package that provides a powerful computational tool that accountants can use to work out tax returns. An example of a product of low utility is a software drawing tool that does not allow users to draw freehand but forces them to use a mouse to create their drawings, using only polygon shapes (Sharp, et al 2007; p22).
Learnability refers to how easy a system is to learn to use. It is well known that people don‟t
like spending long time learning how to use a system. They want to get started straight away and become competent at carrying out tasks without too much effort. This is especially so for interactive products intended for everyday use, and those used infrequently. To a certain extent, people are prepared to spend longer learning more complex systems that provide a wider range of functionality, e.g. web authoring tools, word processors. In these situations, CD-ROM and online tutorials can help providing step-by-step material with hands-on exercises. However many people find these difficult to relate to the tasks they want to accomplish. A key concern is determining how much time users are prepared to spend learning a product. It seems a waste of a product provides a range of functionality which the majority of users are unable or not prepared to spend time learning how to use (Sharp, et al 2007; p22, 23).
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Memorability refers to how easy a product is to remember how to use, once learned. This is
especially important for interactive products that are used infrequently. If users haven‟t used an operation for a few months or longer, they should be able to remember or at last rapidly be reminded how to use it. Users shouldn‟t have to keep relearning how to carry out tasks. Unfortunately, this tends to happen when the operations required to be learned are obscure, illogically or poorly sequenced. Users need to be helped to remember how to do tasks. There are many ways of designing the interaction to support this. For example, users can be helped to remember to remember the sequence of operations at different stages of a task through meaningful icons, command names and menu options. Also, structuring options and icons so they are placed in relevant categories of options, e.g. placing all the drawing tools in the same place on the screen, can help the user remember where to look to find a particular tool at a given stage of a task (Sharp, et al 2007; p23).
4.1 IMPORTANCE OF USABILITY
Whether it‟s a website or and normal day to day application, designing it according to the usability methods is a key factor in the process of making the product more user-friendly. It may be possible to build a bug free fully functioning system but incorporating it with user-cantered design principles will result in a better- improved product in several areas.
(Windows User Interface Technical Articles. Usability in Software Design. Microsoft Corporation October 2000)
One of the main attributes that determines the common acceptability of any product is usefulness. In this we measure if the actual goals of the product can be achieved by the actual uses the product is capable of. Usefulness is further broken down into two interrelated parts called utility and usability. Utility refers to the amount of tasks or the task which are able for the product to perform. As the number of tasks a product can perform increases, the utility of that product increases. Both qualities have to be balanced in order to make a good user friendly product. Usability Testing helps the Developers to check how easy the product is for users to get the specified task done.
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(Windows User Interface Technical Articles.Usability in Software Design. Microsoft Corporation website 2010)
4.2 THE USABILITY ENGINEERING LIFE CYCLE
The Usability Engineering Life Cycle Helps the Product Developers to build a good, fully functioning and reliable solution with the aid of its set of stages. According to Nielsen (1993) given below are the stages of the usability life cycle model.
1. Know the User
a. Individual user Characteristics b. The Users current and desired Tasks c. Functional Analysis
d. The evolution of the user and the job 2. Competitive Analysis
3. Setting Usability Goals
a. Financial impact analysis 4. Parallel design
5. Participatory design
6. Coordinated design of the total interface 7. Apply guidelines and heuristic analysis 8. Prototyping
9. Empirical testing 10. Iterative design
a. Capture design rationale
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4.2.1 KNOW THE USER
This is the first step of the usability process. In this stage, users‟ which the system is being designed is carefully studied. The developers have to visit and examine the customer environment both logical and physical ways in order to get an idea on how the product should be developed. Determining and identifying the intended customer base is a must at this stage and it can be done quite easily in most of the situations since they can be identified as concrete individuals. The developers can check on attributes such as age, educational background, and work experience, previous work experience etc. in order to get a good knowledge and a good understanding for the development of the appropriate user interfaces and functions (Nielsen, 1993: p73, 74).
4.2.2 COMPETITIVE ANALYSIS
In order to create a good product, it is recommended to analyze existing products heuristically according to established usability guidelines and to perform empirical user testis with these products (Bachman 1989 cited in Nielsen 1993: p79). The systems which are on the market today go through a great amount of research and testing in order to make a good working system and it‟s much more effective to compare a realistic system rather than comparing it with other prototypes. Users can perform real time tasks while and give their ideas on the competing system and the developers get the chance to have a good understanding on the development of the functionality and new methods which needs to be added to the new system (Nielsen 1993: p78, 79).
If several competing products are available for analysis, a comparative analysis can be performed based on their differing approaches to various user interface design issues for the kind of product being studied. The team can get new ideas for the designing system (Marchionini, 1989 cited in Nielsen 1993. P79)
