Imran Hussain

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Virtual University Human-Computer Interaction
Lecture 3Introduction to Human-Computer
Interaction - Part III

• Imran Hussain
• Assistant Professor
• University of Management and Technology (UMT)

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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.

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In the Last Lecture

• Understand significance of HCI
• Reasons for negative effects
• Plane Crash Reasons
• Fundamental Truths about Computers
• Feature Shock

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In the Last Lecture

• Understand the nature of humans and computers
• Software Apartheid

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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

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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
• Wrong process is used to develop them

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In Todays Lecture

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

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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

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In-Flight Entertainment System (IFE)
Interior of Plane
IFE
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IFE

• Senior Staff was declining more desirable Long
  routes
• Past- Manual Cash Collection
• In Flight Entertainment with strict Cash
  Collection System.

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Result

• Loss of Customer Loyalty
• Loss of Employee Loyalty
• Loss of Revenue

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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

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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.

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Industry in Denial

• Computerized Devises are Everywhere
• Highly sophisticated
• Powerful
• BUT
• Dauntingly Difficult to use
• Confusing to Use

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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

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Reality

• Our lives are becoming more and more dependent on
  the whims, fancies, disasters and decisions of
  hi-tech industry

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Video Clip
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Rage! Rage! Rage!
Road RageTrolley RageAir RageWork RagePC Rage
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Techno Rage The New Rage in Town

• Looks like this guy was suffering from
  Computers Tourette
• In Tourettes 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

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Life Imitates Art

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

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PC Rage

• Over half of all working days lost to sickness in
  the UK are related to workplace stress - Priory
  Healthcare

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Hopefully as technology improves and computers
become ever more user-friendly, these attacks
will become less frequent
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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 cant,
  YOU must be STUPID
• Users are stupid anonymous
• Users are dummies anonymous

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But wait, computers werent made FOR engineers

• I though it was made for normal human beings?!??!!

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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

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Success Criteria in the New Economy

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

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Success Criteria in the New Economy
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Common Problems in the New Economy

• Scenario A web site that is
• Aesthetically beautiful
• Technically perfect
• Wonderful content
• But users cant find information!

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Findability

• Users can only find information 42 of the time
• Jared Spool

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Findability

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

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Findability

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

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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

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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

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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

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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
m - millions
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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
• - Jakob Nielsen

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The Death Knell

• Products with a bad user experience deserve to
• DIE !

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Computer Information

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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

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Computers are Everywhere

• Computer invasion has started
• Traditional notion of computers
• Computers are everywhere
• Computers will annoy, infuriate, and even kill

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Riddles for the Information Age

• Computer Alarm Clock
• Computer Camera
• Computer Car
• Computer Warship
• Computer Airplane

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Summary of Introduction Part II

• Understand significance of HCI
• Reasons for negative effects
• Plane Crash Reasons
• Fundamental Truths about Computers
• Feature Shock

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Summary of Introduction Part II

• Reality Check
• Understand the nature of humans and computers
• Software Apartheid

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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
• Wrong process is used to develop them

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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

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Human-Computer Interaction
Interaction
Computer
Human
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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

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Next Lecture

• Basic concepts and terms in HCI
• Some introduced today