Lecture 4

Design for Users:

Users, Device Types and Task Types
 Considerations
for designing
for Users

• The users
• Tasks / goals
• Devices/Ways of inputting and
outputting and interactions
(e.g., Size of screen)

This Photo by Unknown Author is licensed under CC BY-SA-NC

 User Centered
Design
• An approach to UI development and
system development.
• Focuses on understanding:
– Users, and
– Their goals and tasks, and
– The environment (physical,
organizational, social)
– Device Types (input/output)
• Need to pay attention to these
throughout development
 User Centric (Centered) Design
This model is based on premise that:
1. Users must be involved throughout the
development process
2. The process should be highly iterative and continual

• Focuses on:
– Understanding users of a computer system under
development
– Understanding the tasks that users will perform and
the environment (e.g., organizational, social,
physical) in which they use the system
– Focuses on user experience
 User Experience

• What aspects help contribute to a

user experience:
– Usability
– Functionality
– Aesthetics
– Content
– Look and feel
– Emotional appeal
– Perhaps: fun, health, social,
cultural, status…
 User Experience Goals
• With UI trying to provide for a positive user
experience, means that like usability we
should consider some user experience goals
when designing and developing systems
• Usability goals are objective – they try to
access how useful or productive a system is
from its own perspective
• User experience goals are subjective – they
reflect how a system feels to the user
User Experience Goals

satisfying, enjoyable, engaging, pleasurable,

exciting, entertaining, helpful, motivating,
challenging, enhancing sociability, supporting
Desirable Aspects: creativity, cognitively stimulating, fun,
provocative, surprising, rewarding, emotionally
fulfilling

boring, frustrating, making one feel guilty,

Undesirable Aspects: annoying, childish, unpleasant, patronizing,
making one feel stupid, cutesy, gimmicky
https://www.facebook.com/watch/?v=324126908286078
 Usability

• Usability
– Systems should be easy to
learn, effective to learn and
enjoyable
– Systems should enable
people to do their activities
at work, school and everyday
life to achieve their goals
– Is made up of several goals
 Usability Goals
• For each type of user and task you can use
measurable goals to help guide the design and
development

1. Effective to use (effectiveness)

2. Efficient to use (efficiency) ISO 9241 Standard
3. User satisfaction (satisfaction)
4. Safe to use (safety)
5. Have good utility (utility)
6. Easy to learn (learnability)
7. Easy to remember how to use (memorability)
 Usability Goals
1. Effectiveness: measures the
accuracy and completion of
goals
2. Efficiency: are the resources
expended in relation to the
accuracy and completion
3. Satisfaction: the comfort and
acceptability by the users AND
sometimes enjoyment
 Usability Goals
4. Safety: involves protecting the user
from dangerous conditions and
undesirable aspects
– can refer to external conditions (e.g.,
working environments – such as
exposure to X-ray machines)
– can refer to helping the user to avoid
doing unwanted actions accidently
and errors unexpectedly

– To create safe systems:

• Prevent the user from making serious errors by reducing
risk of wrong key/buttons from being hit (e.g., do not
place quit or delete buttons next to save commands)
• Provide users with the means for recovery from errors
(e.g., the garbage in Microsoft and Macs or Undo or
confirmation dialogues)
 Usability Goals

4. Safety: to create safe

systems:
• Prevent the user from making serious
errors by reducing risk of wrong
key/buttons from being hit (e.g., do not
place quit or delete buttons next to save
commands)
• Provide users with the means for recovery
from errors (e.g., the garbage in Microsoft
and Macs or Undo or confirmation
dialogues)
 Usability Goals
5. Utility: refers to the extent to
which systems provide the right
kind of functionality so that users
can do what they need it to do
– Can have high utility and low utility
(depending on what the user wants
to do)
• e.g., for accountants they need a high utility system to
do tax returns
• e.g., weather people need a high utility system to let
them analyze weather patterns to make accurate
predictions
• e.g., Notepad has low utility – it allows users to make
notes but has limited formatting functionality

Sticky Note – example of

non-digital low utility
 Usability Goals
6. Learnability: refers to how easy a
system is to learn
– Users do not want to spend a lot of
time learning how a system works
– They want to be able to start doing
their tasks right away and continue
until the task is completed (e.g., they
don’t want to have to interrupt their
current task to figure something out)
 Usability Goals
6. Learnability: refers to how easy a
system is to learn
– When is Designing for Learnability very
important (make something easy to learn)?
– This is especially important for systems
meant for everyday life (e.g., Smartphones,
tablets, washing machines, etc.)
– For more complex systems (e.g., flight
simulators) people are willing to spend more
time learning but it should still be
understandable and intuitive
 Usability Goals
7. Memorability: refers to
how easy a product is to
remember how to use,
once learned
• If users haven’t done an operation
for a while, they should still be
able to remember how to use or
to re-learn/re-remember how to
use it quickly (RECALL)
 Usability Goals
7. Memorability
• Ways to design for Memorability (make it easy
to remember how to use, once learned)?
• Operations should be obvious and intuitive
when they aren’t it is hard to remember
how to do them
• You can help users by using meaningful
icons, command names and menu options
and grouping useful and related
commands/options together
• Provide useful help options that the user
can initiate
• Don't irritate the user (e.g., 'clippy')
 This Photo by Unknown Author is licensed under CC BY-NC

Understanding Users
Users:
Who are
they?

What do we
need to
consider This Photo by Unknown Author is licensed under CC BY-NC-ND

about them
when
designing?
This Photo by Unknown Author is licensed under CC BY-SA-NC

This Photo by Unknown Author is licensed under CC BY-SA-NC This Photo by Unknown Author is licensed under CC BY
What are user 'needs'?
• Users rarely know what is possible
• Users can’t always tell you what they ‘need’ to
help them achieve their goals
• Instead, look at existing tasks:
• their context
• what information do they require?
• who collaborates to achieve the task?
• why is the task achieved the way it is?
• Envisioned tasks:
• can be rooted in existing behaviour
• can be described as future scenarios
 Universal
Usability
• Diversity of human abilities,
backgrounds, motivations,
personalities, cultures, work
types and styles
• Need to understand the
differences between people in
order to successfully design
• Approach Universal Usability as
the process of “dumbing down”
– designing for the lowest
denominator – not very
successful
• E.g., do you want the same UI
as your grand-parents?
 Universal Usability

• Instead – think of specific

users and design for their
abilities to help with a positive
experience
• This strategy has even led to
many new approaches that
may benefit many
 User Characteristics
• 7 common categories of user
characteristics (but many more!!):
1. Age
2. Culture
3. Physical abilities
4. Educational background
5. Computer/IT experience
6. Motivation
7. Attitude

H., Rogers, Y., Preece, J. (2007). Interaction Design: beyond human-computer

interaction.(2nd Edition). England: John Wiley &Sons, Ltd.
1. Age

• Age will impact your design

• You can divide people by age
groups differently depending
on your UI and its purpose
• For example, the two most
diverse age groups are: older
adults and children

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 Older Adult Users
This Photo by Unknown Author is licensed under CC BY-SA-NC

• There can be issues of negative physical, cognitive,

and social aspects
• Their motivation and attitude towards using
technology may be negative (e.g., too hard to learn)
• But by understanding some of the factors
surrounding older adult users can help your design

This Photo by Unknown Author is licensed under CC BY-SA-NC • Also, don't always assume that older adults fear
using technology – they are often open to new ways
of doing things and want to learn.
https://www.youtube.com/watch?v=iC3kCIRFPbA

Halifax Library Programs for adults – tech based

Apple courses in store
This Photo by Unknown Author is licensed under CC BY-SA-NC
 Benefits for older adults (using technology)
– Employment opportunities
– Education
– Social interactions
– Emotional support (e.g., from family,
This Photo by Unknown Author is licensed under CC BY-NC
community groups)
https://www.youtube.com/watch?v=
-1lkPL4deU4

– Promote sensor/motor skills (e.g.,

hand-eye coordination, dexterity,
This Photo by Unknown Author is licensed under CC BY
increase reaction time) – sometimes
done through games

https://www.youtube.com/watch?v=Sk53cBpZ_Ik
http://www.youtube.com/watch?v=RRvX2z601gU&fe
ature=related
 With user centered design we
help promote a positive user
experience for older adults.
For example, for interfaces:
Older • We can provide control over:

Adult • Font size

• Display

Users
• Contrast levels
• Audio levels
• The design should provide:
• Easy to use pointing devices
• Clear navigation paths
• Consistent layouts
 Children

• With this age group we often look

to encourage learning through
entertainment
• Even pre-school age children can
use computer systems – toys, for
art and creativity and games to help
promote eye-hand coordination
• Once they start reading – they can
use a wide array of portable
devices, desktop apps and web
services

https://www.youtube.com/watch?
v=fsEAqT9OC2s

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 Children

• For pre-school and elementary

school aged children, you will often
design for:
– Education and learning
– Fun
– Socialization
– Self-confidence
– Creativity

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 Children
With user centered design we can
promote a positive user
experience for children, consider:
• Interactive
• Engaging
• Support social interaction
with peers
• Reduce frustration (e.g.,
start over without penalty,
undo, etc.)
• Use the familiar (like familiar
characters, environments,
repetition)
• Consider safety and security

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 Children
• For real young children:
• Recognize their limitations
– Limited dexterity – avoid
mouse dragging, double
clicking or small targets
– Emerging literacy – avoid
textual instructions, error
messages try audio sounds
instead
– Low capacity for abstraction –
avoid long complex
sequences and problem
solving
 Children

• Don’t be afraid to use kids in your UI

design process if you are designing for
children
• Dr. Allison Druin – uses children
throughout the design process (Univ. of
Maryland)

http://www.youtube.com/watch?v=Gx3pDG-NVWM
2. Culture
• Diversity in many areas –
here are a few
• Characters, numerals,
special characters
– E.g., currency, even
“exit”
 3. Physical Abilities
• Flexibility of desktop, web, robotics,
input/output modes, and mobile
apps makes it possible for designers
to provide special services to users
with disabilities
• Many governments have laws to
ensure access to technology and
different agencies have different
guidelines (e.g., CNIB)
– For example, in the US it requires
Assistive Technology Links access to vision impaired,
Accessible Procurement hearing impaired and mobility
Toolkit (APT) impaired
 Physical Abilities
• Ways to assist all people can design for alternatives
for interacting with the interface depending on the
persons abilities:
– For example:
• Use alternatives to keyboards and mice
(e.g., touch screen, joy sticks, or software to
help select targets)
• Use screen magnification or display to audio
output and vice versa
• Have ATM or interactive displays at different
heights
• Use or come up with new interaction and
input modes depending on the user group
• E.g., BrailleTouch for Georgia Tech (keyboard
for visually impaired)
http://www.youtube.com/watch?v=k5snVu5q2b8
https://www.youtube.com/watch?v=l-Rqr00vz8g
(be my eyes - App designed by Hans Jørgen Wiberg)
This Photo by Unknown Author is licensed under CC BY-SA-NC
 4. Education
Differing levels of Education can differ –
education - affect different terminology,
reading abilities and experiences, needs,
levels of understanding tasks
• Pre-school • Medical
• Elementary • Engineering
• High school • Computer Science
• University • Journalism
• Post-graduate • Accounting
• Mathematics
• Sciences
• Trades
• Political Science,
• etc.

This Photo by Unknown Author is licensed under CC BY-ND

5. Computer/IT
experience
• Different people have different
levels of knowledge of how a
computer system works
• Often consider new user/novice
user and experienced user
– If you were designing an
application that would have
both new users and
experienced users, what
would be some of the ways
you could ‘help’ both a new
user and an experienced
user learn the interface?

This Photo by Unknown Author is licensed under CC BY-SA-NC

 6. Motivation
• The purpose or user need will often determine
the level of motivation of learning and using the
system
• Levels could be considered high, medium, or low
• For example:
– Look up weather info
– Use a system at work
– Try a new social networking site
 7. Attitude

This Photo by Unknown Author is licensed under CC BY-SA

This Photo by Unknown Author is licensed under CC BY-SA

Design for Users:
Task Types
 Task Characteristics
• Like users, tasks have characteristics that
you should consider when designing
• By understanding these characteristics
will help you design systems that best
supports users
1. Task variance
2. Task frequency
3. Skill and knowledge needed
4. Environment
5. Time critical
6. Safety issues
7. Individual or group
8. Task switching
9. Task Sequence
 Task Characteristics

1. Task variance
This has to do with the extent that the
tasks vary from one occasion to another
(e.g., small vs high variance):
• Small Variance example: a café that
serves 5 or 6 drinks has small
variance so can design a system with
just a few buttons.
• High Variance - web tasks [few tasks
but they have a high variance]: Design
a browser that has support tools for
different task types (e.g., to help with
Info Gathering - allow users to name
task and save related pages, for
comparison may offer notepad, for
monitoring websites use task bar
bookmarks)
 Task Characteristics

2. Task Frequency
• How often will the task be carried out
regularly, infrequently or only once?
• May offer the help user ways to
remember or recall how to do a
task (e.g., grouping of
commands, use familiar menu
item names, etc.)
3. Skill and knowledge needed
• Identify if any special skills or
knowledge are needed to perform
the tasks
 Task Characteristics
4. Environment
• How much of the task is affected by
the environment or changes in the
environment
• E.g., a warehouse worker with
gloves can affect their interaction
with keyboards [does it make
sense for them to take them off
all the time or to look at form
factors to work within their
environment?]
• Oceanographers may need to
use equipment on the water and
in the water (different for both
environments)
• Airplane mechanic may need to
in tight spaces while viewing
instructions on their tablet
 Task Characteristics
Environment

The physical environment can impact design

Consider the:
• lighting
• space constraints (e.g., small space, large
area to cover)
• location (e.g., underground, underwater)
• noise levels
• interaction types
• safety considerations (e.g., masks, gloves,
hazmat suits)
• work vs play
 Task Characteristics
5. Time-critical
• Is the task time-critical (e.g., does the
user need the most up to date
information right away)
• E.g., air traffic controllers
6. Safety issues
• Are there any safety hazard
associated with the task?
• E.g., using an x-ray machine, a
map that sends people to the
wrong place, or GPS directions
(road under construction or
doesn’t exit anymore)
 Task Characteristics
7. Individual or Group
Will this task be done alone or with
others?
• When designing for groups of
users need to consider – are they
co-located (e.g., all working
around a tabletop) or distance
This Photo by Unknown Author is licensed under CC BY-SA
(e.g., trying to coordinate activity
from different locations)
8. Task switching
• Office workers will be
answering calls, emailing,
writing reports (with
interruptions, and switching)
• Need UI that supports users
resume tasks and restarting
tasks
• Also, may need UI to help them
focus on the “important” tasks
or critical information (e.g.,
messages)
 Task Characteristics
9. Task Sequence
• Some tasks can also be done in
different orders, so need to be
aware of this to help users
– E.g., some people create a
new Word document and
save it first before working
and others start right away
working and save when
finished or at some point
while working
• Therefore, you need to design
for flexibility (unless for safety
reasons)
 Device Types
This Photo by Unknown Author is licensed under CC BY-NC-ND
 Inputs
– Inputs (communicating with the
system)
– This includes different ways that
we can interact with different
systems:
– For example:
• keyboard
• mouse
• microphone (speech
input)
• scanner
• digital camera
• gestures

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 Outputs
Outputs (communicating with the user)
This includes different ways that the
system communicates with us (the
users), for example:
• Screens / visual
• Printers / physical
• Speakers
• Haptic feedback (e.g., phone
vibrates when on mute)
• A/R and V/R

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 Diverse Devices

• Diverse systems require different UI and

interaction considerations and approaches:
(just a few examples)
– Mobile
– Wearable
– Robots
– Speech
– Augmented Reality
– Big Display (wall, table, collaboration)
Mobile Devices
/Small Screen
• Handheld devices intended to be used while on
the move
• Have become pervasive, increasingly used in all
aspects of everyday and working life
• Light weight, easy to carry, mobile, convenient
• Applications running on handhelds have greatly
expanded, e.g.
• used in restaurants to take orders
• car rentals to check in car returns
• supermarkets for checking stock
• in the streets for multi-user gaming
• in education to support life-long learning
 The advent of the iPhone app
• A whole new user
experience that was
designed primarily for
people to enjoy
– many apps not designed for
any need, want or use but
purely for idle moments to
have some fun
– e.g. iBeer developed by
magician Steve Sheraton
– ingenious use of the
accelerometer that is inside
the phone
 Mobile/Small Screen
Challenges
• Small screen size/limited space to present
information
• Lighting and angles can affect visibility of device
• Battery life (better now)
• Access to Internet (data – becoming less $$ and
more places offering free internet but may need
to give up your personal info)
• Dexterity issues and vision issues with users
• Can be hard to input data, selection
 Size, Input, and
Occlusion
• Issues/Considerations for design
• Sometimes only one hand available
• Can’t see a lot on the screen at one time (fall-off)
• Occlusion issues while selecting/interacting
• Using in potential small spaces, lighting, weather?
etc.
• Selection accuracy (e.g., overshooting, large fingers)
• Holding and inputting with other hand
• Some Approaches
• Touch screen inputting, gesture, tilt
• Semi-transparent approach?
• Larger device for input tablets), expandable
keyboard
• Projectors
• Issues of privacy (e.g., shoulder surfing)

Daniel Wigdor et al. 2007. Lucid touch: a see-through mobile device

 Mobile Devices Ideas/Approaches
Did they take off?

Bendable with tactile Projection

response

https://www.youtube.com/watch?v=Sfc_Peev660 https://www.youtube.com/watch?v=9J7GpVQCfms

www.cicret.com
Paul Strohmeier et al. 2016. ReFlex: A Flexible Smartphone with
Active Haptic Feedback for Bend Input
 Wearable Devices

• First developments were head- and eyewear-

mounted cameras that enabled user to record
what was seen and to access digital
information
• Since, jewellery, head-mounted caps, smart
fabrics, glasses, shoes, and jackets have all
been used
• provide the user with a means of
interacting with digital information while
on the move
• Applications include automatic diaries, tour
guides, cycle indicators and fashion clothing

This Photo by Unknown Author is licensed under CC BY-NC

 Steve Mann - pioneer of wearables

https://en.wikipedia.org/wiki/Lifelog#cite_note-1
http://wearcam.org/steve5.htm
 Steve Mann
• Has been using these devices for 35+ years

http://wearcam.org/ieeecomputer/r2025.htm
Issues and Challenges with
wearable
• Comfort
• needs to be light, small, not get in the way, fashionable, and preferably
hidden in the clothing
• Hygiene
• is it possible to wash or clean the clothing once worn?
• Ease of wear
• how easy is it to remove the electronic gadgetry and replace it?
• Usability
• how does the user control the devices that are embedded in the
clothing?
• Where to put camera, how to interact with the device, where do you
project information?
 Augmented Reality
• Virtual representations are super-imposed on physical devices and objects
• Views of real world are combined with virtual environment

This Photo by Unknown Author is licensed under CC BY This Photo by Unknown Author is licensed under CC BY-SA
 Example: Apple Vision
• Is this the new norm?

• https://www.youtube.com/watch?v=pOALQbl
WCck
Robots

Four main types

1. Remote robots used in hazardous
settings or in hard to get to places
(e.g., underwater)
2. Domestic robots helping around
the house
3. Pet robots as human companions
4. Sociable robots that work
collaboratively with humans, and
communicate and socialize with
them – as if they were our peers
 Advantages
• Pet robots are assumed to have therapeutic qualities, being able to reduce
stress and loneliness
• Remote robots can be controlled to investigate bombs and other
dangerous materials

This Photo by Unknown Author is licensed under CC BY

This Photo by Unknown Author is licensed under

CC BY This Photo by Unknown Author is licensed under CC BY-SA

This Photo by Unknown Author is licensed under CC BY

Issues and
Challenges

• How do humans react to physical

robots designed to exhibit
behaviors (e.g. making facial
expressions) compared with virtual
ones?
• Should robots be designed to be
human-like or look like and behave
like robots that serve a clearly
defined purpose?
• Should the interaction be designed
to enable people to interact with
the robot as if it was another
human being or more human-
computer-like (e.g. pressing
buttons to issue commands)?
 Sony Aibo

Sony Aibo 2000 Sony Aibo Today

https://spectrum.ieee.org/automaton/robotics/home-robots/sony-advanced-aibo-robot-dog-unleashed
http://www.sony-aibo.com/aibo-models/sony-aibo-ers110/
Speech Interfaces

• Where a person talks with a

system that has a spoken
language application, e.g.,
timetable, travel planner
• Used most for inquiring about
very specific information, e.g.
flight times or to perform a
transaction, e.g. buy a ticket
• Also used by people with
disabilities
• e.g. speech recognition word
processors, page scanners,
web readers, home control
systems
Have speech interfaces come of age?

This Photo by Unknown Author is licensed under CC BY-SA-NC

Get me a human
operator!

• Most popular use of speech

interfaces currently is for call
routing
• Caller-led speech where users
state their needs in their own
words
• e.g. “I’m having problems
with my voice mail”
• Idea is they are automatically
forwarded to the appropriate
service
• What is your experience of
speech systems?
 Issues and
Challenges
• How to design systems that can keep
conversation on track and keep it natural
• help people navigate efficiently
through a menu system
• enable them to easily recover from
errors
• guide those who are vague or
ambiguous in their requests for
information or services
• Infer conversation
• Type of voice actor (e.g. male, female,
neutral, or dialect)
• do people prefer to listen to and
are more patient with a female or
male voice, a northern or southern
accent?
• Technology is still evolving – but getting
much better and much more
dependable!
https://www.youtube.com/watch?v=vaCAiJ6NP3k
Jibo
https://www.youtube.com/watch?v=nwPtcqcqz00
Voice input – not always reliable
Collaboration (Shared/col-located,
tabletop and wall display)
• The main advantage of tabletop and wall displays is that they provide a
large interactional space that can support flexible group working – allows
groups to create content together at same time
• Can support more equitable participation compared with groups using
single PC
• BUT when sharing a device issue of multiple inputs and feedback
– usually provide multiple inputs and can sometimes even allow
simultaneous input by col-located groups (or need to know who is ‘in
charge’ and be able to hand off)
– If multiple inputs allowed need way to show who is who…
 Tabletop Displays
• Better for more collaborative activities
• Offers support for formal and informal collaborative activities, such as
planning, designing, and organizing
• People can stand around a table and interact alone and together
• Issues of showing people ideas (e.g., upside down views), interactions,
and sharing information (e.g., passing files/images, etc.) or selection
(e.g., hard to reach)
 Large Screens e.g., Table tops

Potential Issues?? Potential Solutions?? Unsuitable Tasks??

Personal vs. group/shared space Create Bubbles Entering personal information
Sharing of documents Gestures on the screen Others
Reach Gestures on the screen
https://www.computer.org/csdl/mags/pc/2015/02/mpc2015020032.html
Liu, Y. et al., "A Tabletop-Centric Smart Space for Emergency Response" in IEEE Pervasive Computing
 Large Wall Displays
• Better for presentations and for sharing views with large groups of
people
• Still issues of interaction and deciding who has control over input,
selection, and interactions
• Problem similar to small screen devices – how to navigate large spaces
(SIGCHI Conference 2016– two research approaches)

Glowworms and Fireflies: Ambient Light on Off-Limits: Interacting Beyond the

Large Interactive Surfaces Boundaries of Large Displays Anders
F. Perteneder, E-M. Grossauer, J. Leong, W. Markussen, Sebastian Boring, Mikkel
Stuerzlinger and M. Haller. In Proc. CHI16 R. Jakobsen, Kasper Hornbæk

https://www.youtube.com/watch?v=RLYrSP_Qz38 https://www.youtube.com/watch?v=Lygko4rlnNo
 Tangible Devices
• Interacting with digital information using
the physical environment
https://www.youtube.com/
watch?v=Mgy1S8qymx0

https://www.youtube.com/
watch?v=lHtN7Iz0t0A

Mobile:
https://www.youtube.com/
watch?v=jbq7Ji25Ieo

Reactable, an electronic musical instrument example of

tangible user interface.
https://en.wikipedia.org/wiki/Tangible_user_interface
 Emotional Design
• Understand the connection that people have with
the elements around them in the world – make
thing aesthetically pleasing or make things that
cause an emotional response may motive users to
use it
• Don Norman
• Design of Everyday
things
• Also, focuses on
Emotional Design –
things that makes
you happy – TED
Talk
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