Step 2 Understand The Business Function HTT Preface

Step 2 – Understand The Business Function -HTT-

Preface • A thorough understanding of the user has been obtained, and the focus now shifts to the business function. • Requirements must be determined and user activities being performed must be described through task analysis. • Design standards must also be created (if not already available), usability goals established, and training and documentation needs determined • These step will result a conceptual model. 1/5/2022 Fakultas Informatika 2

General Step 1. Perform a business definition and requirements analysis. 2. Determine basic business functions. 3. Describe current activities through task analysis. 4. Develop a conceptual model of the system. 5. Establish design standards or style guides. 6. Establish system usability design goals. 7. Define training and documentation needs. 1/5/2022 Fakultas Informatika 3

1. Business Definition & Req Analysis • The Objectives of this phase is to establish the need for a system. • A product description is developed and refined, based on input from users, marketing, or other interested parties. • The developer should be aware of the policies and work culture of the organization. • Information Collection Techniques : – Direct Methods : face-to-face meetings with, or actual viewing of users to solicit requirements. – Indirect methods : impose an intermediary, someone or something, between the users and the developers. 1/5/2022 Fakultas Informatika 4

Direct Method • • 1/5/2022 Face-to-face interview Telephone interview Traditional Focus Group Observational Field Study Prototyping Usability Laboratory Testing Card Sorting Fakultas Informatika 5

Face-to-face Interview • A one-on-one visit is held with the user. • Types of interview question : – Structured : interviews are easier for the interviewer – open-ended : interviews are harder to conduct but provide a greater opportunity to detect and follow up on relevant issues. Data analysis is more difficult • The interview must have focus and topics to be covered must be carefully planned 1/5/2022 Fakultas Informatika 6

Face-to-face Interview (cont’d) • Useful topics to ask the user to describe in an interview include the following: – The activities performed in completing a task or achieving a goal or objective. – The methods used to perform an activity. – What interactions exist with other people or systems. – Potential measures of system usability. – Unmentioned exceptions to standard policies or procedures. – Relevant knowledge the user must possess to perform the activity – Ask users to describe the ideal version of a product 1/5/2022 Fakultas Informatika 7

Face-to-face Interview (cont’d) • Advantages : – give user full attention – can easily include follow-up questions to gain additional information – have more time to discuss topics in detail – will derive a deeper understanding of your users, their experiences, attitudes, beliefs, and desires. – If you conduct an interview at the work site, you can see the user’s technology and environment 1/5/2022 Fakultas Informatika 8

Face-to-face Interview (cont’d) • Disadvantages : – interviews are that they can be costly and timeconsuming to conduct – someone skilled in interviewing techniques should perform them. – The interviewer must establish a positive relationship with the user, ask questions in a neutral manner, be a good listener, and know when and how to probe for more information. – Time must also be allowed for free conversation in interviews. – Recording the session for playback to the entire design team provides all involved with some insights into user needs 1/5/2022 Fakultas Informatika 9

Telephone Interview • Interview that is conducted using the telephone • It must have structure and be well planned. Arranging the interview in advance allows the user to prepare for it. • Advantages : less expensive and less invasive • Disadvantages : – It is impossible to gather contextual information such as a description of the working environment – replies may be easily influenced by the interviewer’s comments – body language cues are missing 1/5/2022 Fakultas Informatika 10

Traditional Focus Group • A small group of users (8 to 12) and a moderator are brought together to discuss the requirements. • The discussion is loosely structured, the range of topics must be determined beforehand • The purpose of a focus group is to probe users’ experiences, attitudes, beliefs, and desires, and to obtain their reactions to ideas or prototypes. • Focus groups are not usually useful for establishing how users really work or what kinds of usability problems they really have. 1/5/2022 Fakultas Informatika 11

Observational Field Study • To see and learn what users actually do in their own environment, office, or home in a range of contexts for a period of time • Advantages : provides good insight into tasks being performed, the working environment and conditions, the social environment, and working practices • Disadvantages : – time consuming and expensive – the inability of the evaluator to obtain a full record of the user’s activities in one session – direct observation is considered to be intrusive and can change a user’s performance and behavior 1/5/2022 Fakultas Informatika 12

Prototyping • Requirement Prototyping A demonstration model, or very early prototype, is presented to users for their comments concerning functionality and to clarify requirements • User Interface Prototyping A demonstration model, or early prototype, is presented to users to uncover userinterface issues and problems 1/5/2022 Fakultas Informatika 13

Usability Laboratory Testing • A special laboratory is constructed and users are brought in to perform actual newly designed tasks. • Problems uncovered may result in modification of the requirements • Expensive to create and operate 1/5/2022 Fakultas Informatika 14

Card Sorting for Web Sites • A technique used to establish hierarchical groupings and the information architecture for Web sites. • normally used only after gathering substantial potential site content information using other analysis techniques. • Potential content topics are place on individual index cards and users are asked to sort the cards into groupings that are meaningful to them. • Card sorting assists in building the site’s structure, map, and page content. 1/5/2022 Fakultas Informatika 15

Indirect Method • • • 1/5/2022 MIS Intermediary Paper Survey or Questionnaire Electronic Focus Group Marketing and Sales Support Line E-Mail, Bulletin Boards, or Guest Book User Group Competitor Analysis Trade Show System Testing Fakultas Informatika 16

MIS Intermediary • The intermediary role fulfilled by a company representative who defines the user’s goals and needs to designers and developers • This representative may come from the Management Information Services department, or he or she may be from the using department 1/5/2022 Fakultas Informatika 17

Paper Survey or Questionnaire • Administered to a sample of users to obtain their needs • Potential to be used for a large target audience located almost anywhere • Much cheaper than customer visits • May take a long time to collect and may be difficult to analyze • useful for determining users’ attitudes, experiences and desires, but not for determining actual tasks and behaviors • should be composed mostly of closed questions (yes/no, multiple choice, short answer, and so on) 1/5/2022 Fakultas Informatika 18

Electronic Survey or Questionnaire • Administered to a sample of users via e-mail or the Web. • Less expensive than mailed surveys. • The speed of their return can also be much faster than those distributed in a paper format • Also consider a follow-up, more detailed survey, called iterative survey. – A follow-up survey goal is to ask the participant to prioritize their needs and to rank expected user tasks according to their importance. – A third follow-up survey can also be designed to gather additional information about the most important requirements and tasks 1/5/2022 Fakultas Informatika 19

Electronic Focus Group • The discussion is accomplished electronically using specialized software on a workstation, email, or a Web site • Advantages : – the discussion is less influenced by group dynamics – has a smaller chance of being dominated by one or a few participants – can be anonymous, leading to more honest comments and less caution in proposing new ideas – can generate more ideas in a shorter time – can lead to longer sessions • Disadvantages : – depth and richness of verbal discussions does not exist – the communication enhancement aspects of seeing participant’s body language are missing 1/5/2022 Fakultas Informatika 20

Marketing and Sales • Company representatives who regularly meet customers obtain suggestions or needs, current and potential • Business representatives do have knowledge of the nature of customers, the business, and the needs that have to be met • Some dangers: The information may be collected from the wrong people, the representative may unintentionally bias questions • The developers should know the interests and bias of the representatives collecting the information. 1/5/2022 Fakultas Informatika 21

Support Line • Information is collected by the unit (Customer Support, Technical Support, Help Desk, and so on) that helps customers with day-to-day problems • This is fairly inexpensive and the target user audience is correct. • The focus of this method is usually on problems, however 1/5/2022 Fakultas Informatika 22

E-Mail, Bulletin Boards, or Guest Book – User Group • E-Mail, Bulletin Boards, or Guest Book : – Problems, questions, and suggestions by users posted to a bulletin board, a guest book, or through e-mail are gathered and evaluated. – The responsibility is on the user to generate the recommendations, but this population often includes unhappy users • User Group : – Improvements suggested by customer groups who convene periodically to discuss system and software usage are evaluated – User groups have the potential to provide a lot of good information, if organized properly 1/5/2022 Fakultas Informatika 23

Competitor Analysis – Trade Show – System Testing • • • 1/5/2022 Competitor Analysis : – Reviews of competitor’s products, or Web sites, can be used to gather ideas, uncover design requirements, and identify tasks – The designers can perform this evaluation or, even better, users can be asked to perform the evaluation. Trade Show : – Customers at a trade show can be exposed to a mockup or prototype and asked for comments. – Dependent on the knowledge level of the customers and may provide only a superficial view of most prominent features System Testing – New requirements and feedback stemming from ongoing system testing can be accumulated, evaluated, and implemented Fakultas Informatika 24

Requirement Collection Guidelines & Problems • Guidelines : – Establish four to six different developer-user links – Provide most reliance on direct links • Possible Problems : – Not enough user, customer, and other interested party involvement in the process. – Lack of requirements management or coordination. – Communication problems among all participants. – Capturing the relevant information may be difficult – People who do understand the problem may be constrained – Organizational and political factors and agendas may influence the process – Disparities in knowledge may exist – Changing economic and business environments and personnel roles 1/5/2022 Fakultas Informatika 25

2. Basic Business Function • A detailed description of what the product will do is prepared • Major system functions are listed and described, including critical system inputs and outputs • The process : – Gain a complete understanding of the user’s mental model based upon • The user’s needs and the user’s profile • A user task analysis. – Develop a conceptual model of the system based upon the user’s mental model, including : • Defining objects • Developing metaphors. 1/5/2022 Fakultas Informatika 26

Mental Model • Is an internal representation of a person’s current conceptualization and understanding of something • Mental models are gradually developed through experience, training, and instruction • Enable a person to understand, explain, and do something • Mental models enable a person to predict the actions necessary to do things if the actions have been forgotten or have not yet been encountered. 1/5/2022 Fakultas Informatika 27

3. Task Analysis • Analysis to the user activities, the way in which people perform tasks • Task analysis involves breaking down the user’s activities to the individual task level • The goal : obtain an understanding of why and how people currently do the things that will be automated • The output : a complete description of all user tasks and interactions, including scenario and list of objects 1/5/2022 Fakultas Informatika 28

Scenario • is a narative description of the user’s current tasks • detailed enough so that designers can infer, and reason about, the implications the activities and their flow have on interface design • Straub (2004 a) : Scenarios play a critical unifying role at several levels : – They bring a level of coherence to requirements by providing a “real world” task level description – They provide a design-neutral bridge between developers working on different modules – They provide a meaningful and accessible common ground for communicating and conveying the minds and needs of the users to the system models that the developers create. 1/5/2022 Fakultas Informatika 29

List of Objects • Object : Something that the users see as important to what they do • The objects can be sorted into the following categories: – Concrete objects — things that can be touched – People who are the object of sentences — normally organization employees (customers, for example) – Forms or journals — things that keep track of information – People who are the subject of sentences — normally the users of a system – Abstract objects — anything not included above. 1/5/2022 Fakultas Informatika 30

4. Developing Conceptual Model • Is the general conceptual framework through which the system’s functions are presented • Describes how the interface will present objects, the relationships between objects, the properties of objects, and the actions that will be performed • A conceptual model is based on the user’s mental model • The goal : to facilitate for the user the development of a useful mental model of the system 1/5/2022 Fakultas Informatika 31

Guidelines Designing Conceptual Models • Reflect the user’s mental model, not the designer’s • Draw physical analogies or present metaphors • Comply with expectancies, habits, routines, and stereotypes • Provide action-response compatibility • Make invisible parts and processes of a system visible • Provide proper and correct feedback • Avoid anything unnecessary or irrelevant • Provide design consistency • Provide documentation and a help system that will reinforce the conceptual model • Promote the development of both novice and expert mental models 1/5/2022 Fakultas Informatika 32

Defining Objects • Determine all objects that have to be manipulated to get work done. Describe – – – The objects used in tasks. Object behavior and characteristics The relationship of objects The actions performed The objects to which actions apply Information or attributes that each object in the task must preserve, display, or allow to be edited • Identify the objects and actions that appear most often in the workflow • Make the several most important objects very obvious and easy to manipulate 1/5/2022 Fakultas Informatika 33

Developing Metaphors • A metaphor is a concept where one’s body of knowledge about one thing is used to understand something else • Guidelines : – Choose the analogy that works best for each object and its actions – Use real-world metaphors – Use simple metaphors – Use common metaphors – Multiple metaphors may coexist – Use major metaphors, even if you can’t exactly replicate them visually – Test the selected metaphors 1/5/2022 Fakultas Informatika 34

The User’s New Mental Model • When the system is implemented, a person interacts with the new system and its interface. – If the designer has correctly reflected the user’s mental model in design: the user’s mental model is reinforced and a feeling that the interface is intuitive will likely develop – if the new system does not accurately reflect the user’s existing mental model : the results include breakdowns in understanding, confusion, errors, loss of trust, and frustration an inability to perform the task or job • If there was a gap between conceptual model and mental model, then tried to bridge this gap through extensive documentation and training. 1/5/2022 Fakultas Informatika 35

5. Design Standards or Style Guides • In interface design it describes the appearance and behavior of the interface and provides some guidance on the proper use of system components. • It also defines the interface principles, rules, guidelines, and conventions that must be followed in detailed design • It will be based on the characteristics of the system’s hardware and software, the principles of good interface and screen design 1/5/2022 Fakultas Informatika 36

Value of Standards and Guidelines • To Users : – – – – Allow faster performance Reduce errors Reduce training time Foster better system utilization Improve satisfaction Improve system acceptance Reduce development and support costs • To System Developers : – Increase visibility of the human-computer interface – Simplify design – Provide more programming and design aids, reducing programming time – Reduce redundant effort – Reduce training time – Provide a benchmark for quality control testing 1/5/2022 Fakultas Informatika 37

Business System Interface Standards, Guidelines, and Style Guides • 1981 : The first text to present a compilation of interface and screen design guidelines was that of Galitz (1981). • 1986 : The United States Air Force released a set of design guidelines for its user interface designers Commercial Style Guides Apple Human Interface Guidelines for the Macintosh http: //developer. apple. com/documentation/User. Experience/ Conceptual/OSXHIGuidelines IBM Ease of Use Web site www-03. ibm. com/easy/page/558 Microsoft Windows XP User Interface Guidelines http: //www. microsoft. com Sun Microsystems Java Look and Feel Design Guidelines http: //java. sun. com/products/jlf/ed 2/book/HIGTitle. html 1/5/2022 Fakultas Informatika 38

UI Standards • A user interface standard is an official set of internationally agreed-upon design approaches and principles for interface design. – ISO 9241: Ergonomic requirements for office work with visual display terminals – ISO 14915: Software ergonomics for multimedia user interfaces – ISO 13407: Human-centered design processes for interactive systems – ISO/CD 20282: Ease of operation of everyday products 1/5/2022 Fakultas Informatika 39

Web Guidelines and Style Guides • There has not been an opportunity for conventions and style guides to be properly developed and then accepted by the development community • De facto standards are being established when an overwhelming majority of big sites focus on one way to do something • Worldwide standards are also being looked at by organizations such as the World Wide Web Consortium (2001) 1/5/2022 Fakultas Informatika 40

Customized Style Guides • Include checklists to present principles and guidelines. • Provide a rationale for why the particular guidelines should be used. • Provide a rationale describing the conditions under which various design alternatives are appropriate. • Include concrete examples of correct design. • Design the guideline document following recognized principles for good documen design. • Provide good access mechanisms such as a thorough index, a table of contents, glossaries, and checklists. 1/5/2022 Fakultas Informatika 41

6. Design Support and Implementation • Use all available reference sources in creating the guidelines. • Use development and implementation tools that support the guidelines. • Begin applying the guidelines immediately 1/5/2022 Fakultas Informatika 42

7. System Training and Documentation Needs • Training – System training will be based on user needs, system conceptual design, system learning goals, and system performance goals. – Training may include such tools as formal or video training, manuals, online tutorials, reference manuals, quick reference guides, and online help. • Documentation 1/5/2022 – System documentation is a reference point, a form of communication, and a more concrete design — words that can be seen and understood. – It will also be based on user needs, system conceptual design, and system performance goals Fakultas Informatika 43

7. System Training and Documentation Needs (Cont’d) – Creating documentation during development progress will uncover issues and reveal omissions that might not otherwise be detected until later in the design process. – Any potential problems can be identified and addressed earlier in the design process, again reducing later problems and modification costs. 1/5/2022 Fakultas Informatika 44