3-Intro-III

(1)

COMSATS University- Human Computer Interaction

1 _{Farhan Aadil | UET}

Farhan Aadil

Assistant Professor

COMSATS Institute of Information Technology

Lecture 3

Introduction to Human-Computer Interaction - Part III

(2)

Murder - Murder

• 1981

• System Installation Manager receives a call from Sheriff dept.

• “Your terminal is dead. Come and get it”

• Caller insisted that he should come in person to collect the “Dead Body”

(3)

In the Last Lecture …

• Understand significance of HCI

– Reasons for negative effects

• Plane Crash Reasons

• Fundamental Truths about Computers

(4)

In the Last Lecture …

• Understand the nature of humans and computers

(5)

What is the Relationship between Software Engineers and

Apartheid?

• Apartheid

– Racial segregation; specifically : a policy of segregation and political and economic discrimination against non-European groups in the Republic of South Africa

• Software Apartheid

– Institutionalizing obnoxious behavior and obscure interaction of software-based products

• Comparison of Social Activist and Software Engineers

(6)

Last Lecture - Revelations

“Acceptable levels of quality for software engineers are

far lower

than are those for traditional engineering disciplines”

“Software-based products not INHERENTLY hard to use

(7)

In Today’s Lecture …

• Effect of computer systems on human productivity, employee loyalty, revenue, and customer loyalty

(8)

Effect of Bad Tools On People

• Have you ever used a hammer whose head is not properly fitted into the arm?

• Or a Screw whose head breaks / goes flat when you try to open it ?

• Lets look at an example from the Airline Industry … IFE

– Computers now rule passenger cabin in addition to cockpit

• Prized employees

(9)

In-Flight Entertainment System (IFE)

Interior of Plane

(10)

IFE

• Senior Staff

was declining more

desirable Long routes

• Past- Manual Cash Collection

(11)

Result

• Loss of Customer Loyalty

• Loss of Employee Loyalty

(12)

What should be done

• Purposefully design humane and forgiving software, that is

• Inclusive • Forgiving

• Profession-blind • Class-blind

• Software-based products affect us all, sometimes fatally

• Software-based products not INHERENTLY hard to use

(13)

Industry in Denial

• People who rush to believe in the benefits of the computer – In their rush have abdicated their responsibility to make these products

(14)

Industry in Denial

• Computerized Devises are Everywhere

– Highly sophisticated – Powerful

• BUT

(15)

Industry in Denial – Contrasting Views

• Techies

– Satisfied

– Belief in Technology – Power of Products

• People

– Difficult to use

(16)

Reality

(17)

(18)

Rage! Rage! Rage!

Road Rage Trolley Rage

Air Rage Work Rage

(19)

Techno Rage – The New Rage in Town

• Looks like this guy was suffering from “Computer’s Tourette”

– In Tourette’s Syndrome people uncontrollably swear and get into rage

• Was this clip real?

(20)

Life Imitates Art

• 1 in every 4 computers has been physically attacked by its owner - Novatech (British PC Manufacturer)

• Almost ⅓ of people have physically attacked a computer – National Opinion Poll/Symantec

• 67% experienced frustration, exasperation and anger – National Opinion Poll/Symantec

(21)

PC Rage

(22)

“Hopefully as technology improves and computers become

ever more user-friendly, these attacks will become less

(23)

Engineers Belief

Engineers believe that since they made it, can use it, everyone can use it

“If WE can use it, YOU can use it. If you can’t, YOU must be STUPID”

“Users are stupid” – anonymous

(24)

But wait, computers weren’t made FOR engineers

(25)

Success Criteria in the New Economy

• Business success is all about managing relationships

– Companies doing business on the

(26)

Success Criteria in the New Economy

• Success depends upon the ability of a business to effectively and efficiently meet customer needs and goals

Business

(27)

Success Criteria in the New Economy

(28)

Common Problems in the New Economy

• Scenario: A web site that is

– Aesthetically beautiful – Technically perfect – Wonderful content

(29)

Findability

• Users can only find information 42% of the time

(30)

Findability

• 62% of web shoppers give up looking for the item they want to buy online

(31)

Findability

• 50% of the potential sales from a site are lost because people cannot find the item they are looking for

(32)

The Result

• 40% of the users who do not return to a site do so because their first visit resulted in a negative experience

(33)

Software Maintenance Costs

• 80% of software lifecycle costs occur after the product is released, in the maintenance phase - of that work, 80 % is due to unmet or unforeseen user requirements; only 20 % is due to bugs or reliability problems.

(34)

Project Cost Estimation

• Around 63% of software projects exceed their cost estimates. The top four reasons for this are:

• Frequent requests for changes from users • Overlooked tasks

• Users' lack of understanding of their own requirements • Insufficient user-analyst communication and understanding

(35)

Return on Investment (ROI)

Scenario A Scenario B

Revenue Potential $100m $100m

User Experience Good Bad

Sales Lost 0% 50%

Revenue Lost $0m $50m

Actual Revenue $100m $50m

(36)

The End of Business As Usual

• Business success is directly related to the customer experience

• BOO.com, a $204m startup fails

– BBC News

• Poor commercial web sites will kill 80% of Fortune 500 companies within a decade

(37)

The Death Knell

Products with a bad user

experience deserve to

(38)

Computer + Information

(39)

Sydney Olympics

• Bruce Lindsay Maguire vs Sydney Organising

Committee for the Olympics Games (SOCOG)

• Allegation:

SOCOG in breach the

Disability

Discrimination Act

1992

by failing to make

accessible to him key parts of its web site

(40)

Computers are Everywhere

• Computer invasion has started

• Traditional notion of computers

• Computers are everywhere

(41)

Riddles for the Information Age

• Computer + Alarm Clock

• Computer + Camera

• Computer + Car

• Computer + Warship

(42)

Summary of Introduction – Part II

• Understand significance of HCI

– Reasons for negative effects

• Plane Crash Reasons

• Fundamental Truths about Computers

(43)

Summary of Introduction – Part II

• Reality Check

• Understand the nature of humans and computers

(44)

Summary of Introduction – Part II

“Acceptable levels of quality for software engineers are

far lower

than are those for traditional engineering disciplines”

“Software-based products not INHERENTLY hard to use

(45)

What We Learnt Today …

• Effect of computer systems on human productivity, employee loyalty, customer loyalty and revenue

3-Intro-III

Introduction to Human-Computer Interaction - Part III

Murder - Murder

In the Last Lecture …

In the Last Lecture …

What is the Relationship between Software Engineers and

Apartheid?

Last Lecture - Revelations

far lower

In Today’s Lecture …

Effect of Bad Tools On People

In-Flight Entertainment System (IFE)

IFE

• Senior Staff

desirable Long routes

Result

What should be done

Industry in Denial

Industry in Denial

Industry in Denial – Contrasting Views

Reality

Rage! Rage! Rage!

Techno Rage – The New Rage in Town

Life Imitates Art

PC Rage

“Hopefully as technology improves and computers become

ever more user-friendly, these attacks will become less

Engineers Belief

But wait, computers weren’t made FOR engineers

Success Criteria in the New Economy

Success Criteria in the New Economy

Business

Success Criteria in the New Economy

Common Problems in the New Economy

Findability

Findability

Findability

The Result

Software Maintenance Costs

Project Cost Estimation

Return on Investment (ROI)

The End of Business As Usual

The Death Knell

Products with a bad user

experience deserve to

Computer + Information

Sydney Olympics

• Bruce Lindsay Maguire vs Sydney Organising

Committee for the Olympics Games (SOCOG)

• Allegation:

SOCOG in breach the

Disability

Discrimination Act

1992

by failing to make

accessible to him key parts of its web site

Computers are Everywhere

Riddles for the Information Age

Summary of Introduction – Part II

Summary of Introduction – Part II

Summary of Introduction – Part II

far lower

What We Learnt Today …

Human-Computer Interaction

HCI – A Formal Definition

“Human-Computer Interaction is a discipline

concerned with the design, evaluation and

implementation of interactive computing

systems for human use and with the study

of major phenomena surrounding them”

Next Lecture