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

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

2. 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.

3. In the Last Lecture … • Understand significance of HCI • Reasons for negative effects • Plane Crash Reasons • Fundamental Truths about Computers • Feature Shock

4. In the Last Lecture … • Understand the nature of humans and computers • Software Apartheid

5. 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

6. 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”

7. In Today’s Lecture … • Effect of computer systems on human productivity, employee loyalty, revenue, and customer loyalty • Computers + Information

8. 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

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

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

11. Result • Loss of Customer Loyalty • Loss of Employee Loyalty • Loss of Revenue

12. 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

13. 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.

14. Industry in Denial • Computerized Devises are Everywhere • Highly sophisticated • Powerful • BUT • Dauntingly Difficult to use • Confusing to Use

15. 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

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

17. Video Clip

18. Rage! Rage! Rage! Road RageTrolley RageAir RageWork RagePC Rage

19. 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

20. 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

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

22. “Hopefully as technology improves and computers become ever more user-friendly, these attacks will become less frequent”

23. 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

24. But wait, computers weren’t made FOR engineers • I though it was made for normal human beings?!??!!

25. 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

26. Business Success  User Experience Success Criteria in the New Economy • Success depends upon the ability of a business to effectively and efficiently meet customer needs and goals

27. high Factors providing competitive advantage Business Strategy User Experience manifestation of business strategy enabling factor for user experience & business strategy Technology low Success Criteria in the New Economy

28. Common Problems in the New Economy • Scenario: A web site that is • Aesthetically beautiful • Technically perfect • Wonderful content • But users can’t find information!

29. Findability • Users can only find information 42% of the time – Jared Spool

30. Findability • 62%of web shoppers give up looking for the item they want to buy online – Zona Research

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

32. 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

33. 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

34. 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

35. Return on Investment (ROI) m - millions

36. 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

37. The Death Knell Products with a bad user experience deserve to DIE !

38. Computer + Information +

39. 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

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

41. Riddles for the Information Age • Computer + Alarm Clock • Computer + Camera • Computer + Car • Computer + Warship • Computer + Airplane

42. Summary of Introduction – Part II • Understand significance of HCI • Reasons for negative effects • Plane Crash Reasons • Fundamental Truths about Computers • Feature Shock

43. Summary of Introduction – Part II • Reality Check • Understand the nature of humans and computers • Software Apartheid

44. 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”

45. 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

46. Human-Computer Interaction Interaction Computer Human

47. 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

48. Next Lecture • Basic concepts and terms in HCI • Some introduced today