Virtual University HumanComputer Interaction Lecture 3 Introduction to

Virtual University Human-Computer Interaction Lecture 3 Introduction to Human-Computer Interaction - Part III Imran Hussain Assistant Professor University of Management and Technology (UMT) 1 Virtual University- Human Computer Interaction Imran Hussain | UMT

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” • Cause of death Two bullets fired from close proximity. 2 Virtual University- Human Computer Interaction Imran Hussain | UMT

In the Last Lecture … • Understand significance of HCI – Reasons for negative effects • Plane Crash Reasons • Fundamental Truths about Computers • Feature Shock 3 Virtual University- Human Computer Interaction Imran Hussain | UMT

In the Last Lecture … • Understand the nature of humans and computers • Software Apartheid 4 Virtual University- Human Computer Interaction Imran Hussain | UMT

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 • Institutionalizing apartheid 5 Virtual University- Human Computer Interaction Imran Hussain | UMT

Last Lecture - Revelations “Acceptable levels of quality for software engineers are than are those for traditional engineering disciplines” far lower “Software-based products not INHERENTLY hard to use Wrong process is used to develop them” 6 Virtual University- Human Computer Interaction Imran Hussain | UMT

In Today’s Lecture … • Effect of computer systems on human productivity, employee loyalty, revenue, and customer loyalty • Computers + Information 7 Virtual University- Human Computer Interaction Imran Hussain | UMT

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 – Spend most time with customers 8 Virtual University- Human Computer Interaction Imran Hussain | UMT

In-Flight Entertainment System (IFE) Interior of Plane IFE 9 Virtual University- Human Computer Interaction Imran Hussain | UMT

IFE • Senior Staff was declining more desirable Long routes • Past- Manual Cash Collection • In Flight Entertainment with strict Cash Collection System. 10 Virtual University- Human Computer Interaction Imran Hussain | UMT

Result • Loss of Customer Loyalty • Loss of Employee Loyalty • Loss of Revenue 11 Virtual University- Human Computer Interaction Imran Hussain | UMT

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 – Wrong process is used to develop them 12 Virtual University- Human Computer Interaction Imran Hussain | UMT

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 easy to use. 13 Virtual University- Human Computer Interaction Imran Hussain | UMT

Industry in Denial • Computerized Devises are Everywhere – Highly sophisticated – Powerful • BUT – Dauntingly Difficult to use – Confusing to Use 14 Virtual University- Human Computer Interaction Imran Hussain | UMT

Industry in Denial – Contrasting Views • Techies – Satisfied – Belief in Technology – Power of Products • People – Difficult to use – Diminishes and Degrades people who must use it as in IFE case 15 Virtual University- Human Computer Interaction Imran Hussain | UMT

Reality • Our lives are becoming more and more dependent on the whims, fancies, disasters and decisions of hi-tech industry 16 Virtual University- Human Computer Interaction Imran Hussain | UMT

Video Clip 17 Virtual University- Human Computer Interaction Imran Hussain | UMT

Rage! Road Rage Trolley Rage Air Rage Work Rage PC Rage 18 Virtual University- Human Computer Interaction Imran Hussain | UMT

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? • Advertising campaign for surveillance computers from Loronix Information Systems in Colorado originally launched back in 1995 19 Virtual University- Human Computer Interaction Imran Hussain | UMT

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 • 70% swore at their machines – National Opinion Poll/Symantec 20 Virtual University- Human Computer Interaction Imran Hussain | UMT

PC Rage • Over half of all working days lost to sickness in the UK are related to workplace stress - Priory Healthcare 21 Virtual University- Human Computer Interaction Imran Hussain | UMT

“Hopefully as technology improves and computers become ever more user-friendly, these attacks will become less frequent” 22 Virtual University- Human Computer Interaction Imran Hussain | UMT

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 “Users are dummies” – anonymous 23 Virtual University- Human Computer Interaction Imran Hussain | UMT

But wait, computers weren’t made FOR engineers • I though it was made for normal human beings? !? ? !! 24 Virtual University- Human Computer Interaction Imran Hussain | UMT

Success Criteria in the New Economy • Business success is all about managing relationships – Companies doing business on the Web are focusing on how to retain and extend relationships with customers 25 Virtual University- Human Computer Interaction Imran Hussain | UMT

Success Criteria in the New Economy • Success depends upon the ability of a business to effectively and efficiently meet customer needs and goals Business Success 26 Virtual University- Human Computer Interaction User Experience Imran Hussain | UMT

Success Criteria in the New Economy high Factors providing competitive advantage Business Strategy User Experience Technology low 27 Virtual University- Human Computer Interaction manifestation of business strategy enabling factor for user experience & business strategy Imran Hussain | UMT

Common Problems in the New Economy • Scenario: A web site that is – – 28 Aesthetically beautiful Technically perfect Wonderful content But users can’t find information! Virtual University- Human Computer Interaction Imran Hussain | UMT

Findability • Users can only find information 42% of the time – Jared Spool 29 Virtual University- Human Computer Interaction Imran Hussain | UMT

Findability • 62% of web shoppers give up looking for the item they want to buy online – Zona Research 30 Virtual University- Human Computer Interaction Imran Hussain | UMT

Findability • 50% of the potential sales from a site are lost because people cannot find the item they are looking for – Forrester Research 31 Virtual University- Human Computer Interaction Imran Hussain | UMT

The Result • 40% of the users who do not return to a site do so because their first visit resulted in a negative experience – Forrester Research 32 Virtual University- Human Computer Interaction Imran Hussain | UMT

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. - IEEE Software 33 Virtual University- Human Computer Interaction Imran Hussain | UMT

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 - Communications of the ACM 34 Virtual University- Human Computer Interaction Imran Hussain | UMT

Return on Investment (ROI) Scenario A Scenario B $100 m Good Bad Sales Lost 0% 50% Revenue Lost $0 m $50 m $100 m $50 m Revenue Potential User Experience Actual Revenue m - millions 35 Virtual University- Human Computer Interaction Imran Hussain | UMT

The End of Business As Usual • Business success is directly related to the customer experience • BOO. com, a $204 m startup fails – BBC News • Poor commercial web sites will kill 80% of Fortune 500 companies within a decade - Jakob Nielsen 36 Virtual University- Human Computer Interaction Imran Hussain | UMT

The Death Knell Products with a bad user experience deserve to DIE ! 37 Virtual University- Human Computer Interaction Imran Hussain | UMT

Computer + Information + 38 Virtual University- Human Computer Interaction Imran Hussain | UMT

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 • vast majority of organisations with a web site must ensure that their web site is (within certain limits) accessible by disabled persons 39 Virtual University- Human Computer Interaction Imran Hussain | UMT

Computers are Everywhere • Computer invasion has started • Traditional notion of computers • Computers are everywhere • Computers will annoy, infuriate, and even kill 40 Virtual University- Human Computer Interaction Imran Hussain | UMT

Riddles for the Information Age • Computer + Alarm Clock • Computer + Camera • Computer + Car • Computer + Warship • Computer + Airplane 41 Virtual University- Human Computer Interaction Imran Hussain | UMT

Summary of Introduction – Part II • Understand significance of HCI – Reasons for negative effects • Plane Crash Reasons • Fundamental Truths about Computers • Feature Shock 42 Virtual University- Human Computer Interaction Imran Hussain | UMT

Summary of Introduction – Part II • Reality Check • Understand the nature of humans and computers • Software Apartheid 43 Virtual University- Human Computer Interaction Imran Hussain | UMT

Summary of Introduction – Part II “Acceptable levels of quality for software engineers are than are those for traditional engineering disciplines” far lower “Software-based products not INHERENTLY hard to use Wrong process is used to develop them” 44 Virtual University- Human Computer Interaction Imran Hussain | UMT

What We Learnt Today … • Effect of computer systems on human productivity, employee loyalty, customer loyalty and revenue • Hopefully this has opened your eyes, mind, changed the way you think 45 Virtual University- Human Computer Interaction Imran Hussain | UMT

Human-Computer Interaction Computer 46 Virtual University- Human Computer Interaction Human Imran Hussain | UMT

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” -ACM/IEEE 47 Virtual University- Human Computer Interaction Imran Hussain | UMT

Next Lecture • Basic concepts and terms in HCI – Some introduced today 48 Virtual University- Human Computer Interaction Imran Hussain | UMT