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(1)

Farhan Aadil

COMSATS Institute of Information Technology

Lecture 11

The Psychology of Actions

(2)

In the Last Lecture

• Learning

• Thinking

– Reasoning

(3)

Computer + Press Key

(4)

London Stock Exchange

• London, 1986

• Inexperienced operator presses wrong key

• Chaos at stock exchange

(5)

In Today’s Lecture

• Falsely Blaming

• Mental Models

– How mental models are formed?

– Examples

– Applying mental model

– Mental model development

– Mental model perception

• Blaming the Wrong Cause

(6)

In Today’s Lecture

• Nature of Goals

• Structure of Actions

– Cycle of action

– Stages of execution

– Stages of evaluation

– 7 Stages of an Action

• Errors

(7)

Falsely Blaming the User

• A person kept making mistakes when using a computer

• Investigation showed others had same problem

Why did you

make that error?

(8)

People are Explanatory Creatures

Interact with world

(9)

Mental Model

• Human (uses) understanding (conceptual model) of the way

– Objects work

– Events take place

– People behave

Object

Object

User

Designer

Uses object

Design object

(10)

Defining Mental Models

Human (uses) understanding (conceptual model) of the way

– Objects work

– Events take place

– People behave

Models people have of themselves, others, environment and things they

interact with

Theories people have to explain what they have observed

Internal constructions (in the human mind) of some aspect of the external

world

(11)

How Are Mental Models Formed?

(12)

Manipulating Mental Models

How do things

work ?

develop

Core set of abstractions

Everyday Objects

apply

(13)

Manipulating Mental Models

• Mental models are manipulated

– Enabling prediction

– Making inferences possible

– This process is called ”fleshing out” or “running ” of the mental model

(14)

How Are Faulty Mental Models Formed?

Object

Fragmentary

Evidence

(incomplete info)

Poor

Understanding

Naïve Psychology

(15)

Effect of Faulty Mental Models

Faulty Mental Model

Frustratio

n

If design of an object does not give

information (external info) about

(16)

Effect of Faulty Mental Models

(17)

Mental Model - Examples

Thermostat used to control temperature (oven, room, AC)

Folk (name) theories about thermostat

– Timer theory

• Thermostat controls relative properties of time that device stays on.

• Setting

– Midway : device is on about half rime

– All way : device is on full time

– Valve theory

• Thermostat controls how much heat or cold comes out of device

• Setting

– Midway : half cooling

– All way : full cooling

Reality about thermostat

(18)

Mental Model - Examples

• Electricity and electrical appliances

• TV

• Car brakes

• Spreadsheet

– User : sheet that scrolls with cells containing information

(19)

Evolution of Mental Models

• More greater use of system, the more their mental model develops

• Example: TV

– Engineers Mental model : “deep”

• So they can fix

– Average citizen’s mental model : “shallow ”

(20)

Mental Models and Perception

Action (A)

Result (R)

Causal Relationship (does not exist!)

perform

(21)

Mental Models and Perception - Example

Connect to internet to see website ‘x’ [Action]

Suddenly computer goes dead [Result]

(22)

Using a Complex Device

How am I

stupid!

How am I

stupid!

La..La..!!

(23)

Using a Complex Device

How am I

stupid

How am I

stupid

How am I

stupid

How am I

stupid

How am I

stupid

How am I

stupid

How am I

stupid

How am I

stupid

How am I

stupid

How am I

stupid

How am I

stupid !

(24)

Blaming the Wrong Cause

• When things go wrong

– Own misfortune

Environment

– Other’s misfortune

Personalities

• When things go right

– Own fortune

Oneself

– Other’s fortune

Environment

blame

blame

Credit

(25)

Reasons for Self-blame

• Learned Helplessness

– Failure to perform a task numerous times

feeling of helplessness

Depression

• Taught Helplessness

– Lack of understanding at one stage hinders progress at another stage

Fail at

A task

Blame Self

Believe can’t do

Some task next

Time round

(26)

Nature of Human Thought and Explanation

• Not easy to see where blame should be placed

– 3-Mile Island Accident

(27)

3-Mile Island Nuclear Power Plant

Control

Panel

Push button

(28)

3-Mile Island Nuclear Power Plant

Normal State

Button (Not Pushed)

Valve Open

Excess water escapes

From nuclear core

Action State

Button Pushed

Valve Closes

Excess water escapes

From nuclear core

Accident

Button Pushed

Valve Open

Excess water escapes

From nuclear core

(29)

Lockheed L-1011 Flight

(30)

Lockheed L-1011 Flight

Engine 1

Engine 2

Engine 3

Low oil pressure light

Engine turned off

Pilot

8 minute later

(31)

Nature of Goals

• For everyday life, goal and intentions are not well-specified:

Opportunistic vs. Planned

•Shop

•Friend

•Library

•Visit a website

(32)

Structure of an Action

Action

Goal

Execute

Evaluate

(Vague)

(33)

Structure of an Action

• Example

– Nighttime sitting in chair, reading a book. Need light

Goal

Intention

Get more Light

translate

Push switch button to ON lamp

(Some thing to be achieved)

(Specific action taken to get the goal)

(34)

Action Cycle

Goals

Execution

Evaluation

What we do to

The world

Comparing what

Happened with what

We wanted to happen

What we want

(35)

Stages of Execution

Goals

An intention to act

So as to achieve the goal

The actual sequence of actions

That we plan to do

The physical execution of

That action sequence

(36)

Stages of Evaluation

Goals

Evaluation of the interpretations

With what we expected to happen

Interpreting the perception

according to our expectations

(37)

7 Stages of Action

Goals

Intention to act

sequence of actions

execution of

The action sequence

THE WORLD

Evaluation of the

Interpretations

Interpreting the perception

(38)
(39)

Errors

• People routinely make mistakes

– E.g., corrections made during conversation

(40)

Errors

• Developers should design for errors

– Must assume errors will occur

– Minimize errors

(41)

Errors

Errors

Slips

Mistakes

(42)

Errors are Based On Goals

Correct Goal

Slip

(easy to discover)

Wrong Execution

(due to lack of attention)

Incorrect Goal

Mistake

(43)

Errors are Based On Goals

• Most everyday errors are slips

• Study of slips

– Study of the psychology of everyday errors

– “Psychopathology of everyday life” – Freud

– Example

• You went to fetch a book, but fetched a pen instead

• Slips show up in skilled behavior

(44)

Precise Behavior from Imprecise Knowledge

(45)

Word of Advice

References

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