Aiiios Dflfiibfi pecial Publication 500-237

I' ^—

NIST

PUBLICATIONS

Information Technology:

Usability Engineering: IndustryGovernment Collaboration for System

Effectiveness and Efficiency

SYMPOSIUM TRANSCRIPTION

Laura L. Downey and

Sharon J. Laskowski, Editors

U.S. Department of Commerce

Technology Administration

QQ National Institute of Standards and Technology

100

U57 Nisr

NO. 500-237

I 1997
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NIST Special Publication 500-237

Information Technology:

SYMPOSIUM TRANSCRIPTION

Usability Engineering: IndustryGovernment Collaboration for System

Effectiveness and Efficiency

held February 26, 1996, at the National Institute of Standards and Technology

Laura L. Downey and

Sharon J. Laskowski, Editors

Information Access and User Interfaces Division

Information Technology Laboratory

National Institute of Standards and Technology

Gaithersburg, MD 20899-0001

U.S. Department of Commerce

William M. Daley, Secretary

Technology Administration

Gary R. Bachula, Acting Under Secretary for Technology

National Institute of Standards and Technology

Robert E. Hebner, Acting Director

July 1997
Reports on Information Technology

The Information Technology Laboratory (ITL) at the National Institute of Standards and Technology

(NIST) stimulates U.S. economic growth and industrial competitiveness through technical leadership and

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technologies, as well as the mathematical, statistical and computational sciences. This Special Publication

500 series reports on ITL's research in tests and test methods for information technology, and its collaborative activities with industry, government, and academic organizations.

National Institute of Standards and Technology

Special Publication 500-237

Natl. Inst. Stand. Technol.

Spec. Publ. 500-237

261 pages (July 1997)

CODEN: NSPUE2

U.S. Government Printing Office

Washington: 1997

For sale by the Superintendent of Documents

U.S. Government Printing Office, Washington, DC 20402-9325
FOREWORD

On February 26, 1996, the National Institute of Standards and Technology (NIST)

sponsored the symposium "Usability Engineering: Industry-Government Collaboration

for System Effectiveness and Efficiency." The symposium brought together over 100

industry and government professionals to exchange information and strategies for

achieving effectiveness, efficiency and satisfaction in computer-based government

systems. It also provided a forum for raising awareness about usability engineering and its role in increasing productivity and decreasing costs.

The symposium was the first of its kind to address the need to incorporate usability

engineering practices into the design and development of computer-based government

systems. With the mandate and fiscal necessity of employing commercial, off-the-shelf

(COTS) products with legacy data, the complexity of government systems is only

increased. It is critical that government and industry implement the best practices now

available to ensure usability. This is especially applicable to goverment systems because of

the large number (and high cost) of custom computer systems and legacy system

integration and updates.

This document provides a complete record of the workshop presentations in a

conversational style based on the transcription of the symposium videotapes. Figures from

the original proceedings were included and referenced to enhance the transcription of each

speaker's presentation. For a brief overview of the symposium, including background

information, attendee demographics, and feedback, see the symposium report in the

SIGCHI Bulletin, October 1996, Volume 28, Number 4. Much positive feedback was

received and a second symposium is planned for March 3, 1997.

As a note of information, this version (August 1997) of the transcription supersedes the

preliminary version dated February 27, 1997. Also, any mention of specific products in

either version of the symposium transcription is for informational purposes only and does

not constitute any recommendation and/or endorsement by NIST.

Editors:

Laura L. Downey, NIST (Symposixun Chair)

Dr. Sharon J. Laskowski, NIST (Program Committee)

(Any errors in the symposium record are a result ofthe transcription and editing done at NIST.)

TABLE OF CONTENTS

Presentation Page

Foreword-- ~ iii

Author Index vii

Executive Overview of Usability Engineering 1 Rex Hartson, Virginia Tech

Keynote - Usability Trends in Government 23

Bill Hefley, Software Engineering Institute

Cost-Benefit Analysis of Usability Engineering 41

Clare-Marie Karat, IBM

Making Sense ofHCI/GUI Standards and Guidelines ~ 61

Elizabeth Buie, Computer Sciences Corporation

Success Stories:

A Usability Success Story at the Social Security

Administration (SSA) 77

Pat Stoos, OSDD at SSA

Focusing on Usability at the Federal Intelligent Document

Understanding Laboratory: A Success Story 89

Therasa O'Connell, PRC

TIGERS — A Successful Usability Engineering Methodology 99

Daniel Wallace, Naval Surface Warfare Center

Usability Engineering in Europe 125

Nigel Bevan, NPL

Using Usability Testing to Manage Risk 133

Carolyn Snyder, User Interface Engineering

Conduct Usability Testing! A Major Findingfrom a Study

of Commercial Best Practices 149

Pascal Gambardella, Computer Sciences Corporation

V
TABLE OF CONTENTS (CON'T)

Presentation Page

Usability Issues in Complex Government Systems 169

Donna Cuomo and Jill Drury, MITRE

Advanced Interface Design and Evaluationfor

Navy Applications 191

Astrid Schmidt-Nielsen, Naval Research Laboratory

The Role of Users in the Development of Computer

Systemsfor the National Airspace System 205

Allyn C. Dillman, Professional Airways System Specialists

Needs Assessment/Open Forum 211

Laura Downey and Sharon Laskowski, NIST

Closing Plenary - Making Usability Work in the Organization 219

George Casaday, DEC

An European Perspective on Engineering Usability: the case of

the Italian IRS 239

Giannetti, Anna, SOGEI

vi
AUTHOR INDEX

Author Page

Bevan, Nigel

Usability Engineering in Europe 125

Buie, Elizabeth

Making Sense ofHCI/GUI Standards and Guidelines 61

Casaday, George

Making Usability Work in the Organization 219

Cuomo, Donna

Usability Issues in Complex Government Systems 169

Dillman, Allyn

The Role of Users in the Development ofComputer Systems

for the National Airspace System 205

Downey, Laura

Needs Assessment/Open Forum 211

Drury, Jill

Usability Issues in Complex Government Systems 169

Gambardella, Pascal

Conduct Usability Testing! A Major Findingfrom a Study

ofCommercial Best Practices 149

Giannetti, Anna

An European Perspective on Engineering Usability: the case of

the Italian IRS- 239

Hartson, Rex

Executive Overview of Usability Engineering 1

Hefley, Bill

Usability Trends in Government 23

Karat, Clare-Marie

Cost-Benefit Analysis of Usability Engineering 41

vii
AUTHOR INDEX (CON'T)

Author Page

Laskowski, Sharon

Needs Assessment/Open Forum 211

O'Connell, Theresa

Focusing on Usability at the Federal Intelligent Document

Understanding Laboratory: A Success Story 89

Schimidt-Nielsen, Astrid

Advanced Interface Design and Evaluationfor Navy Applications— 191

Snyder, Carolyn

Using Usability Testing to Manage Risk 133

Stoos, Patricia

A Usability Success Story at the Social Security Administration (SSA) 77

Wallace, Daniel

TIGERS: A Successful Usability Engineering Methodology 99

viii
Executive Overview of Usability Engineering

Usability Engineering:

Industry-Government Collaboration for

System Effectiveness and Efficiency

National Institute of

Standards and Technology Symposium

10 January 1996

H. Rex Hartson, Ph.D.

Virginia Tech

Department of Computer Science

Blacksburg VA 24061

Internet: hartson@vt.edu

540/231-4857
-v'-.;r,%:-*,.U(;;..->r?^.- Dr. H. Rex Hartson,

Professor of Computer Science, Virginia Tech

Executive Overview of Usability Engineering

Hartson: I'm really happy to be here. I see so many people that I know and have worked with in

different ways. It is always enjoyable talking with people who want to talk more and listen about

usability and have various discussions about it. Always something good comes out of that. Besides my current post at Virginia Tech, I also bring a background of engineering from

industry. That's an important aspect of what we're talking about here in that usability

engineering implies an engineering approach which does not mean blue star research, but time

tested techniques that have a proven track record.

Usability engineering is a way to get usability into products and it's also a way to know usability

has been achieved. This means being cost conscious. It involves ways to make it [products]

good enough and not necessarily achieve perfection. There are a lot of different approaches and

a lot of different activities and techniques in usability engineering as it exists out there today. In

this overview we'll take little snippets of things that are typical—that you find out when you look

into the ordinary usability engineering group and look at usability laboratories in various places

in operation already. In a way these are little snippets from the book that Debby Hix and I wrote on developing user interfaces which we use in teaching short courses that last much longer than

the 45 minutes I have here.

These days I think there is less and less need to motivate the need for usability engineering, but

there is still a real need. A recent survey—and I don't know whether you know this, but this

symposium really came out of a CHI '95 workshop—and at that workshop we talked about a

survey that revealed that 94% of Federal employees use computers on the job. (Figure 1)

Motivation For Improving

The User Interface

• The need for usability . . r , . .

* 94% of Federal workers use computers on the job

* Half of those are new users (beginners)!

• The problem: hard-to-use, hard-to-understand user interfaces

• Computation vs. communication

• Functionality vs. usability

Figure 1

2
Almost everyone does and that in itself is not a surprising number. But, that same survey

showed that over halfofthose Federal employees were new at using at least one ofthe systems

they used and so usability turns out to be a really important aspect ofit, but there's a problem.

Many of those systems that Federal employees are using are hard to use, hard to understand. In other words, a lot of attention might have been paid to the software design for the computation,

but were the users able to communicate with the software? That is the real question. The

functionality might have been just great, but it's the usability that really gives you access to the

functionality.

Many people think of usability, especially software engineering people who are used to doing

things in formal ways, tend to think of usability as a kind of fluffy, vague kind of a thing, but in

fact it really is very tangible. (Figure 2) It can be quantified. It can be measured. Usability is concerned with ease of understandability, speed of task performance, error rates during task

performance, and even user satisfaction. These can all be measured and in fact that's what

usability engineering is all about. More recently (and I really approve of this trend in usability)

usability in the large also includes usefiilness. That means not just talking about the user

interface, but being concerned with the system as a whole—that is how much utility it brings to the user. It's easy to make a dumb-down system look simple, but then it really is not as useful as

it could be. So we're really not talking about just usability. The new ISO standard defines

usability to include efficiency, user satisfaction and effectiveness. Those of you who have

worked with me know that I can't do anything without some cartoons. The idea of thinking of

usability as user firiendliness or just a pretty design is the kind of thing you might do if you were

Dilbert. Dilbert says, "... but thanks to my leadership the new air traffic control system was

designed on time and under budget. Of course I had to cut a few comers, the big radar looking

thing is a wall clock, and most of the buttons are glued on." Someone comments, "Well, it looks

like it might be dangerous." Dilbert responds, "Great. I finish early and what do I get? Feature

creep!"

What is Usability?

• Usability can be quantified and tangible

* Ease of understandability

* Speed of user task performance

* User error rate

* Retention over time

* User satisfaction

• Usability-in-the-large includes usefulness

Figure 2

3
Usability would not have met so much resistance if people would realize that what usability

really is about is meeting organizational goals. Now most organizations, whether they are Government organizations or otherwise, have goals that look something like this. (Figure 3)

Increased user and organization productivity, both individuals and organizations want to be

productive. Decreased user training costs, big budget for training and decreased errors. No one would argue with those goals. Yet for most of those 94% of the Federal workers who work with

these new systems, the usable interface on those systems is the thing that will have a major

impact on their job including meeting these productivity goals on the job. One mistake seen in

some government institutions (especially the military) is that training is used as a substitute for

usability and often with little success. It's easier to add on the end yet in fact it's a very costly

substitute and it's one where the cost keeps on going. A much better alternative is to build in

usability in the first place and that comes from usability engineering.

Supporting Organizational Goals

• Goals of most organizations include

* Increased user and organization productivity

* Decreased user training costs

* Decreased user errors

• A usable interface has a major impact on achieving these goals

• Training is a costly substitute for usability

• Ensuring a usable interface comes from usablity engineering

Figure 3

The evolution of good design requires a kind of attention to a couple of different things. (Figure

4) One is the product and one is the process, not really a new idea. The product in this case is the interface itself. We're focusing on that part of the system—the contents, the human factors,

the guidelines, look and feel, etc. The process is how to develop that product. A significant cause of poor usability in the product stems from a lack of understanding of the development

process. Let's be clear by what is meant by development because it is a loaded word that means

different things to different people. Development in this context means user interface

development, but broken down into two sub-components. (Figure 5)

One is the development of the user interaction component which is the idea of the user interface

design, but independent of the software that would be used to implement it. The second subcomponent is the the development of the user interface software which is a separate idea. These

things help look at interface behavior. There is a task view and the user's view and then there is

4
the design of the software that extenuates the user interface design. The reason for separation is because the processes required by interaction development are separate and quite fundamentally

Ensuring Usability

• Evolution of a good design requires focus on at least two key elements:

* Product —the interface itself; content, human factors, look and feel, guidelines

* Process — techniques and methods for interface development

• A significant cause of poor usability in product is lack of understanding of proper

development process

COMPONENTS IN THE PROCESS

Figure 4

User Interface Development

Development of

user interaction

component

Development of

user interface software

component

* Interface behavior

* View of user &

interaction developer

* Code instantiating interaction

* View of system &

programmer

• User interaction development is separate from, and fundamentally different from, user

interface software development

• Different skills and abilities

• ISSUE: Interaction design is an iteratively evolving design spec for the interface

soft^vare

Figure 5

5
different from the kind of things used to develop software. Software development processes are

fairly well known and understood and they've been around a lot longer than usability engineering

has. It's hard to catch onto the idea that quite different skills and abilities are needed to develop

the interaction part. In any case what's evolving out of this is that the two are fitting together

nicely in an overall life cycle and development process and that the design that one comes up

with for the user interaction now is starting to be thought of as the kind of design spec for the user interface software. The development activities for this part of the picture are what is addressed in usability engineering—rapid prototyping, formative evaluation and usability, etc. All of this should be done before starting work on the software or the interface and that's what

prototyping helps us do. (Figure 6)

DEPLOYMENT

SOFTWARE

PRODUCTION

"Star" Life Cycle

SYSTEMS/TASK/ ^

FUNCTIONAL/

USER ANALYSES

USABILITY

EVALUATION

RAPID

PROTOTYPING

REQUIREMENTS/

USABILITY

VSPECIFICATIONS

DESIGN & DESIGN

REPRESENTATION

Figure 6

Figure 6 is a picture of the "Star Life Cycle" which Debby Hix and I talk about in our book.

The idea for the life cycle was bom during a consulting job that Debby Hix and I did some years

ago. In the late 80's while consulting for a large three-letter vendor to be unnamed, we were

studying the way that people develop systems, and thought this would help us somehow integrate

usability issues into the bigger development process. We noticed that this was a shop where a

top down waterfall method was mandated, but we also noticed that after people became

comfortable with us and through informal interaction, that they did their development a lot of

different ways—^top down, bottom up, inside out, etc. But, when it came time to report what

they did of course they reported that they did the whole thing exactly top down because that was

6
exactly what they were supposed to do. The main point that we learned from this experience was

that development of the interface really couldn't successfully be done with an exclusively top

down kind of a process. So we developed this idea of a life cycle that looks more like a star where the points indicate that one can start anywhere.

It is not necessary or practical to do one thing to completion before going to the next "phase."

Phases don't exist in the same sense as they do in the waterfall method. Managers like the

waterfall method because it provides an exact completion date for a phase. That date arrives so the phase is done. When that phased is signed off, all the problems are thrown over the wall to the next phase. The serious problems may start escalating out of control.

Evaluation-Centered

User Interaction Life Cycle

• Star life cycle is for interaction design, not software

• Star life cycle is support for

* Formative evaluation — empirical testing with users as design evolves

* Iterative refinement —design, evaluate, modify

• Rapidprototyping is vehicle for formative evaluation

Figure 7

As stated before, the star life cycle is a life cycle for the interaction design. (Figure 7) This is not a software life cycle. It involves formative evaluation and rapid prototyping as the vehicle

that provides life to the cycle. Iterative refinement is important to the design which is the thing

that really leads to the first glimpse of the product. The first key issue is the product or in other

words the user interaction component. (Figure 8)

There are guidelines and principles out there for the user interaction component. It turns out that

for many years these things have been in the literature and people haven't paid too much attention

to them. There's a nice set of guidelines for text based interfaces in the Smith and Mosier report,

but that's a very old report and I don't expect it to be applied to the graphical user interface (GUI)

world. For GUI's we now have style guides that in a sense have taken over, but the style guides

are not enough. Use or application of a style guide does not guarantee usability. There is not as much attention in those style guides as there were in the old guidelines. Those principles and

guidelines get at fundamental design issues that in fact would be design issues in almost any kind

of interface, such as consistency, real world metaphors, making sure that we at least

accommodate what we know so far about human cognitive limits like short term memory limits,

how to compose messages, how to use color (which we really don't know too much about yet),

screening layouts and that sort of thing. Additionally, these style guides contain certain general

guidelines about how to use menus and buttons and other kinds of widgets.

7
That was the product now the process is something that we're still working on even though we

already have quite a bit that's well established. (Figure 9) That's really the major emphasis here,

There is a lot of research aimed at developing new techniques and methods, but because wellestablished techniques exist, it's not pie in the sky research. It's a process that's been proven to work. It's an iterative user-centered design done early with continual involvement of users and

user representatives and lots of up front analysis—user analysis defining what your user classes

A Key Issue in Usability

• Developing the product —the user interaction component

• Well-established guidelines, principles exist to help produce a more usable interface

* Consistency

* Real-world metaphors

* Short-term memory limits

* Message composition

* Use of color

* Screen layout

* User locus of control

* Designing for user erros

* Cognitive and physical affordance

* Task thread continuity, etc...

• Well-established rules for use of interaction styles also exist

* Menus

* Buttons

* Fields in a form, etc...

Figure 8

are, task analysis, functional analysis, usability specifications (which are quantitative usability

goals that you can then test to find out whether you have met them), and of course rapid

prototyping to support it all. Formative evaluation is the final step where you get to see the

results of your labor. But, this usability engineering is not just user testing. A lot of people think

of usability engineering as just what is done in the usability lab, but it's all the things done to build up to that point which enable people to take advantage of the process.

Well, what are these usability specifications? (Figure 1 0) I stole a line from the software

engineering world to build my slides. Ifyou can't measure it you can't manage it, and a lot of

8
what we're talking about here really is management. It's managing the process, and it's also

managing the process as usual within budget and within schedule constraints. Usability

specifications are very practical items. They are operationally defined. They are defined in

terms of the real tasks that users perform—the representative tasks. These are called benchmark

tasks when used to form base comparative measurements, i.e., user task performance time or

error rates. Two important tasks to look at are representative tasks (examples of what users

really do),

• Understanding the user interaction development process —the techniques and methods

for producing a usable interface

• Well-established methods exist for user interaction development

* Iterative, user-centered design

* Very different from "waterfall" model

* Early and continual involvement of representative users (and users representatives) in

the interaction development process

* User/task/functional analyses

* Usability specifications (metrics)

* Rapid prototyping of interaction design

* Formative evaluation of interaction design

• It' s a complete process, not just user testing

Figure 9

and of course mission critical tasks. Mission critical tasks may not be representative in the sense

that they are actually carried out, but when they are, it is important that usability supports the user when performing that task. We can measure objective measures like user performance, the

time

9
Quantifying Usability

• If you can't measure it, you can't manage it!

• Usability specifications —operationally defined, measurable goals, used as criteria for

effective and efficient user interface

* Based on: - benchmark tasks - representative tasks - mission critical tasks

* User performance (e.g., time, errors)

* User satisfaction (e.g., questionnaire)

Figure 10

and errors, and we can measure subjective measures such as user satisfaction via questionnaires

and the like. These usability specifications are then applied in the formative evaluation—^testing

in a usability lab with representative users or in other words, user based assessment of usability.

(Figure 1

1 ) Testers tend to get as many different kinds of people as possible, but it is important

to get representative users because they provide an awful lot of information. Also, if it's feasible,

bring in the occasional HCI expert. Many of the organizations represented here today already

have people who are usability specialists. Bring them in and have them help with the evaluation.

It is possible to do your own evaluation in various settings, but the most comfortable place to do

it is in a usability lab if available. What's the advantage of the usability lab in doing this kind of

testing? Anybody? Control, right. OK, and what's the disadvantage? Control, right. One

advantage of having the control is that all of the tasks are set up, the users are isolated and

nothing interferes. However, that kind of control doesn't make it a very realistic environment for

the task performance and so sometimes it's nice to get the measurements out in the field in the

users' context.

10
Formative Evaluation

• Evaluation - early and continual

• User-based assessment of usability

* Representative users

* HCI experts

• Various settings

* In usability laboratory

* In the field

• Two kinds of data

* Quantitative

* Qualitative - Critical incident taking - Verbal protocol taking

Figure 11

Testing produces two kinds of data—quantitative data (which we have already looked at) and the

qualitative data which is very important in determining what the usability problems are and why

there are problems. The qualitative data tend to tell us things about why users have trouble,

where they really have trouble, whereas the quantitative data tells us that there is a problem and

that we need to fix something in order to meet our usability goals. Two of the more common

sources of qualitative data are critical incident taking and verbal protocol taking. Critical

incident taking is simply watching for events or occurrences during the user's task performance

that imply or indicate some kind of impact on usability. It might be good or it might be bad, but

a place where they have trouble, hit a snag, or a place where they get held up—anything like

that—might be considered a critical incident. And, usually underlying a critical incident is some

kind of a usability problem. Also verbal protocol or the encouragement of talking out loud is very helpful to know what's going on in the mind of the user when they are just sitting there not

knowing what to do. We want to know what they are thinking about it. Of course audio taping

helps support the post talk gathering and analysis of this kind of data.

11
Analyze Data

• Determine if usability specifications are met

• Ifnot: identify interface problems and solve in order of cost and effect on usability

• Cost/importance analysis —to determine which design changes will have greatest impact on usability

• Impact analysis — determining which problems most affect usability

• Cost/importance analysis — determining which problems, when solved, will give

biggest improvement to usability for least cost

• Engineering: achievement of specifications, not perfection

• Provides essential management control for iterative process

Figure 12

The first thing to do after seeing the quantitative results is to decide if the usability specs were

met. At that point, if they are it's usually good engineering judgment to declare a success for this

version and go forward with planning the next one—even though lots of usability problems may

still exist. Again it's an engineering activity to identify the interface problems to be solved. The

important thing is to try and get them ordered or ranked in some way by both cost and severity or importance. There are ways to assign both cost and importance. The idea is to solve the ones

that are the most important and the least costly first to get the best bang for the buck. This is critical because almost always resources run out before all the problems are solved. So again this

is an engineering pursuit. We want to achieve the specifications. Sometimes resources are not even available to do that, but as Astrid Nielsen is fond of saying, "whatever you do is better than

doing nothing." Remember we are not looking for perfection but minimization of problems.

This point is about management control and is really important because in any of these iterative

processes, the star life cycle and all of the iterative processes for this part of the development, to a manager mean what? Iteration means going around in circles, right? Managers don't like to

talk about processes going around in circles. They don't have that phase to sign off on. They

don't have a delivery date that they can say it's done.

So what we need now is another way to manage process, another criterion for when we can stop

iterating. During the late 80's the Bureau of Land Management (BLM) was in the planning

stages for a very large geographical information system. At that time they were talking half a

billion dollar budget and ten calendar years for the schedule. It was a system that would be used

by lots of people in the US Forest Service and the Bureau of Land Management across the whole

country to manage natural resources in lots of different ways. We got a call from a man called

David Rupert. I don't know if he's by any chance here in the audience. . . I lost track of David a

12
long time ago, but this was back in 1989 and I wrote him down here as a real usability hero

because basically he was the one lone voice crying in the wilderness in BLM. (Figure 13)

A Usability Success Story

• The Bureau of Land Management (BLM)

• Very large geographical information system

• David Ruppert - real usability hero at BLM,

• c. 1989

* Fought for usability when it was unpopular

* Tired of old way of doing business

* Wanted to head off situation by including RFP requirements on the interface

development process

• The outcome?

Figure 13

He was in charge of the user interface, but he took that as a serious mandate to also be in charge

of usability, which is not really what his bosses had in mind at the time. No one else there,

mainly software developers, really had an appreciation of what usability was or what it's importance was. Yet they were planning this enormous investment into this system that would

be used by all kinds of users over a long period of time. So it was a huge investment. By the

time we got there to help with consulting, they had already identified 33 different user classes

and actually had defined classes from managers to people in the field. It is easy to imagine the

different kinds of usability requirements that might come out of that. Well, he was fighting for

usability at a time when it wasn't so popular, but he was tired of the old way of doing business.

The whole project was getting to the point where we were writing RFP's and we were going to go out on the bricks and get people to respond and to send in bids. He was very concerned that

the standard scenario was going to be played over yet one more time—that is somebody's going

to win the bid and they are going to promise some usability, but they don't know what it means

and neither do the people that are paying the bills. So they will go off and two years later come

back with a system and it will not be usable.

So what happens now? Well, there's only one thing really to do and that is to invest more. They

are the only people now who are capable of fixing it. The project gets into this kind of iteration,

but it's an unplanned iteration that goes on until either time or resources run out. So what he

wanted to do was to head off that situation by including something up front in the RFP that

forced the hand of the people who were writing proposals to prove that they knew something

about usability. We didn't want to build in any requirement for a specific usability technique

because we knew that over the next ten years things would change in the usability area. However, we wanted (at least) the RFP to force people bidding on this to prove that they had in

13
place some sort of usability methods and would therefore know a little bit about actually

producing this usability that was so easy to promise back in those days. It turned out to be a

pretty good success in that at least that did get in the RFP and the vendors were very responsive.

The vendors that did know about usability were relieved to see that, because they were tired of

competing against other vendors who didn't know about it, and, of course, on a cost benefit basis,

it's difficult to prove the benefit. Basically, they are talking about providing more and competing

with people who are providing less, and it's difficult to do that cost effectively.

Cost Justification Of Usability

Can we afford to include usability engineering in our system

development process?

• The answer is that usability engineering does not add overall cost, for two reasons:

* Usability doesn't add as much development cost as many people think

* Usability saves many other costs

• Added costs is confined

* Reality: Interaction development process must be iterative —cannot get it right the

first time

* But interaction development is small part of overall system development

• Rest of development —user interface software and other application software —is not

necessarily iterative

' Figure 14

People often ask me how did that all work out, and the answer is I don't really know entirely,

because we lost track of those people. It was a consulting job and we didn't stay on it for a long

time. But, interestingly enough, a few months ago I got a call at Virginia Tech from somebody

in the Forestry Department. They said we just got a contract to develop an expert system for (I think) landscape architecture for making things look pretty after strip mining, cleaning up after

some kind of a intrusion on the environment. They said we know how to do the things involved

in getting production rules for landscape architecture and the forestry part, but there's this thing

in here about a user interface and I said, "Gee, did that come from the BLM?" and they said,

"Yeah, that's it." It turns out that it was the same thing which still had life—coming back at me

many years after we were first involved. I would have to say that was a success. Somehow it worked, and I think it will be true more and more for vendors or contractors or those people on

the government side who deal with contracting.

More and more contracts will be awarded based on whether people can demonstrate awareness and demonstrate a knowledge of usability engineering. Some contracts will be denied on that

same basis. A recent Roanoke Times article (week of February 19, 1996) was about a system

14
being developed in the State of Virginia. It didn't give a lot of technical details, because it was a

short newspaper article, but it was about a system that was being developed for the State of

Virginia to streamline welfare applications. Apparently, the system was such a bust that the

Virginia State Police are investigating the system developers. In fact, they were even looking

into the possibility of criminal charges. Apparently, the system was that bad. The heading of the

article in the Roanoke Times cited the main problem as, "usage was awkward, inefficient and

time consuming." It is obvious that people were very concerned about paying money to develop

that system and then receiving a system that was unusable. That's a tell-tale story of the times.

A lot of people ask about cost-justifying usability. Clare-Marie Karat will give details on this

later, but let's look at it from a general perspective. (Figure 14) Some people may ask, "Can we

afford to include usability engineering in our system development process?" The real question

is, "Can we afford not to?" That may be trite, but it is true. I think the most important thing we

can say about cost with regard to usability engineering is that it does not add to the overall cost. There are two reasons why. First, usability doesn't add as much to development costs as many

people think, because it only really affects a small part of the overall development life cycle.

There are a lot of other things that have to do with developing interactive systems that don't have

to do with this. Secondly, usability saves many other costs, and much more than put into it by

including usability.

Cost Justification Of Usability

• Poor usability is costly; good usability is all about saving cost

* Costs of hardware and software vs. costs of "personware"

* Costs of development vs. costs of operation - Development costs are mostly one time, while operational costs accrue for years - Cost/benefit scope must be broad enough to include usage, as well as training, help

desk support, etc.

Figure 15

So let's look at the first reason, essentially that the usability engineering cost is really confined to a small part of the development process. It is true that the interaction development process must

be iterative. We cannot get it right the first time. We never will be able to because we're dealing

with an infinite number of possibilities. We are working with human beings, and their behavior

and their performance is not really predictable. However, the interaction development is a very

small part of the overall system development. I like to think of it as sort of onion skin shells of

development processes in the big overall life cycle. We have the interaction development

together with the user interface software development which has it's own little life cycle. Then

we have the overall software life cycle and the even bigger system development life cycles,

systems engineering and all kinds of other things that people worry about including the hardware

aspects. Usability engineering activities do not affect all these different parts of development.

15
just the interaction development. That's what this point is, and, of course, again in order to make

that pay off work, you really have to work with prototypes. If we wait until the whole thing is put into software (as a number of groups still do), we don't manage to get that leverage. (Figure

15)

The second reason is about cost savings. I make the claim that poor usability itself is costly, and

can we afford to have that? Good usability is all about saving costs. In the old days we worried

mostly about the cost of hardware; then software became the main cost of producing systems,

but now we have to look at the cost of personware and that's really the cost of usage and other

people issues associated with the system. Think about the cost of development versus the cost of

operation. Development costs accrue mostly at one time. If the system has a long life after that,

operational costs, which of course include maintenance, accrue on a continuing basis. The

problem with cost benefit analysis in this scenario is that most people don't pass the scope

broadly enough to consider all of the costs and all of the benefits. In fact it's one of those areas

(since we are a kind of enabling technology) where in fact the cost and the benefit can be quite

far apart from each other. We have to think more globally if we are going to do useful cost

benefit analysis. Think about usage and training. One of the problems in the scope problem is that very often one group pays for the development and another group pays for the usage, but in

fact the government has one advantage over the rest of the world in that users are also the

government's employees. Government software systems are not generally produced for the

marketplace which places government in a position to make back some of the costs. (Figure 16)

Cost Justification Of Usability

• What costs the most:

* Finding a design problem early or late in development process?

* User-based tasks that are quick, efficient, and accurate, or error-prone tasks that take

more time?

* Confused users, or confident and competent users?

Figure 16

Here's the question. "Which of these things costs the most: finding a design problem early or

late in the development process?" We've heard that one many times. The traditional rule, rule of

ten, is if a problem is found that costs a dollar while still in the design phase, it might cost ten

dollars after code is written for it, and it might cost a hundred dollars if found after it's been

deployed in the field. Do we want user-based tasks that are quick, efficient and accurate or do

we want user tasks that are going to take more time? That's really what we're talking about when

including usability—^that kind of trade off Do we want confused users or do we want confident

and competent users? That's the question of which costs the most. (Figure 1 7)

16
Cost Justification Of Usability

• Development savings from usability in process

* Save high software maintenance costs —the cost of trying to get it right after release

* Much is gained that can be re-used

* Can even save implementation costs

• Costs sidestepped in development often show up as higher costs to be paid in system

usage

• Usage savings; even more significant if users are your employees!

* Save operational productivity costs

* Save user training costs

* Save costs of user errors

* Save costs of database errors

* Save costs of help desk and user support operations

* Save intangible costs of employee dissatisfaction

Figure 17

Usability gives added value to a product every day that it's used. First of all, we can actually get

development cost savings from having usability in the process, especially if we include

maintenance as part of the development cycle. High maintenance cost often results because of

usability problems. We may think of them as sort of software problems, because the system has

already gotten to the software stage by that point, but they really are usability problems that

could have been prevented before this point.

At Bell Telephone, the use of a prototype with real users revealed that one large component of

the fiinctionality that was planned for the system was not wanted or needed by the users. This

allowed them to eliminate further design and all of the associated software production. They

would not have learned this if they hadn't done some prototyping with real users first. Cost,

side-step and development often show up as higher costs to be paid later in system usage. This

is especially true in the government. These usage savings are more important if our own

employees are the ones who are the users. Usage savings include operational productivity costs, user training costs, cost of user errors and data base errors. In the government, there are a number of very large systems with very large data bases and lots of transactions going on in the

data base area. Think about the cost of an error that slips through and later on it's discovered and

has to be fixed. Think also about cost at the help desk, user support operations and even the

intangible cost of user satisfaction or dissatisfaction. (Figure 1 8)

17
Cost Justification:

A Simple Example

• For a -large distributed system:

Users: 75,000

Average transactions/user a day: 20

Transactions/day: 1,500,000

User time per transaction: 5-20 minutes

Average time saved per transaction, due to improved usability: 30 seconds

Average fully-loaded hourly rate: $25.00

• Saved per year - 75,000 users * 20 trans/user-day * .5 min/trans

230 days/yr * $25/hr * I hr/60 mins = $71,875,000.00

• Other savings: user training, help desk

• Regardless of what usability engineering cost for this product, payback is enormous

Figure 18

Let me give you a simple hypothetical example from one of the places that we do short courses,

the Social Security Administration (SSA). We have a number of people here fi-om SSA and

we're going to get a talk from Pat Stoos from the Social Security Administration later on. We

just made up some of these numbers. They are actually probably conservative compared to some

of the things seen in one of these large systems. We begin with 75,000 users spread all over the

country and maybe let's just say only 20 transactions per user per day. That means about one and

a half million transactions, and let's suppose that the time that it takes to do these transactions

may vary from five to 20 minutes each involving, for example, getting user client records into the

data base system. Suppose that we can only save due to improved usability and again I'm being

conservative because we can only knock 30 seconds off that transaction on the average. If we

take a rather low number like 25 dollars or a fully loaded hourly rate and if we multiply all that

out per year, all those people and all those transactions per person and so on, we get a number

that's kind of interesting, 71 million plus and that's just for this one little case, this one little 30

seconds we shaved off due to improved usability. We can understand from this at least on large

systems that have lots of users that we really are talking about real economics here. Whatever

the cost of usability engineering it's not going to even approach that figure that's for sure. But as Dennis Wixon said recently in one of his E-mail messages on the U Test mail server, wouldn't it be nice if we no longer had to even talk about justifying the costs of usability? (Figure 19)

18
Cost Justification Of Usability

• But won't it be nice when we no longer have to justify "costs" of usabihty"?

• When have you heard anyone ask: Can we afford costs of designing data structures,

implementing algorithms, doing quaUty assurance, etc.... ?! [Wixon, UTEST

communication, 1991]

Figure 19

He asked in this mail message when have we heard anybody ask can we afford the cost of

designing data structures or implementing algorithms or doing quahty assurance or all the other

things that we now have rolled as a sort of normal way of doing business. If we think back over

the history of system development, people had to fight for all these ideas. People had to fight for

software engineering for structuring programs as part of being competitive.

On a recent plane ride, I came across an isue of Business Week. It had on the front cover, "productivity to the rescue;" technology is transforming American economy into the most

productive in the world and the result—higher living standards inevitable. The whole issue was

devoted to why we are going to basically regain our place in the world marketplace and why

things will be great from an economic view. I like that idea, but I am also leery about the idea of

just throwing technology at problems, because I think a lot of us in the field know that that

doesn't always solve the problems. The single most important factor on getting this promised

productivity out of all that technology really is usability and that's where usability engineering

comes in. (Figure 20)

So, I'm going to close with this one summary statement. Remember this from this morning's talk

if you remember nothing else. Users will evaluate your interface that much is sure. If we can do

it in an orderly and structured way so that we can take advantage of the results of the evaluation

to make the system better, then that only makes good cost sense. Thank you.

Questions?

Female: You mentioned that we don't know that much about color.

Hartson: OK, the question refers to the point I made about our not knowing all that much about

the use of color in interfaces and the question is sort of what do we know and what do we not

know. Well there are a number of guidelines out there that most designers are aware of not to use light blue on a semi-light blue background for text, for example, because it's difficult for

humans to perceive blue. It's one of the colors that our rods and cones are not very well tuned to. A very small percentage of our color sensors are tuned to a pure blue, but of course there are things about color contrasts that have the same relation to the idea of contrast in a black and

white design. It's the idea of not trying to read a stop sign with the sun behind it because it makes your eyes drop down so you can't read the sign and also there are rules about not using

garish, bright day glow colors because although it might be fun at the beginning somebody

sitting there for eight hours working in front of the terminal would certainly have eye fatigue

19
before the day is out. So there are some simple guidelines like that, but in fact we know really

very little about the cognition and human perception of colors, especially of color and shape and

other graphical devices like that for encoding data, using color as a way to convey meaning for

example. Of course there are also problems in the fact that there are fairly large individual

differences in the perception of color, especially among people who might have color deficiency

in their vision. When we were walking up the hall we were looking for the auditorium, and I don't remember I guess it was Bill Hefley who was saying it's either in the green or the red and

we were trying to figure out whether green or red came after blue or before orange, that sort of

thing. It's difficult to encode meaning like ordinal meaning, which is what we needed to find the

auditorium in a name of a color. There is one kind of problem.

SUMMARY

Users will evaluate an interface

sooner or later . .

.

Let's have them do it sooner, so

that results of evaluation can help

ensure usability of the interface.

Female: There's part eight of Article 9241 which is about color and the forthcoming ANSI

standard on software user interfaces will have a section on color. That will be out in about a year

or two.

Question: Why do we call it usability engineering, and what is its relationship with software

engineering?

Hartson: OK. Well that's a very good question actually. The question was why do we call it Usability Engineering and what is the relationship with software engineering. The answer to the

second one is about another half hour to an hour talk that we normally give in the short course.

20
but I'll try. Let me start with the first one. I think it's a good term because, and this is just my

own personal opinion, the way I saw human computer interaction developing ten or fifteen years

ago was first as a research topic which is not surprising and 1 saw a lot of people on the cognitive

psychology side thinking that it's sort of like the seven blind men and the elephant thing. They

were looking at human computer interaction from a cognitive view and thinking that's what it was about and then the software engineering people were looking at it from a software tools and

user interface management systems and thinking about it just a way to produce code for the user

interface. In fact neither the software people understood the human aspect nor the psychologists

really understood anything about the constraints and problems in the software world which were

significant. I think usability engineering is a term sort of helping to bring those two worlds

together on a practical basis and de-emphasize the research which is still going on and will help us later on, but it's not what's going to help us immediately. The relationship with software

engineering, well without some overheads to show that, basically I see some parallel embedded

life cycles and the interaction development process is one that lives inside other bigger

development life cycles and if you draw out the software engineering life cycle you go through

systems analysis and domain design and software design, software momentation, casting and that

sort of thing. If you use that same life cycle concept for the interaction development it's a loser

because you wait until the end until you have the software done and then it's too late to do

anything. So that's why rapid prototyping in this formative evaluation is a nice short cut to all of

that up front. That's the closest I can get to that in the short time we have. I think it's time for the

next speaker. Thank you for your good questions.

Downey: We're happy to have Bill Hefley here from the Software Engineering Institute at Carnegie Melon to give our keynote address on usability trends in Government. Bill.

21

Usability Trends in Government

Bill Hefley

Human-Computer Interaction Institute,

Software Engineering Institute, &

Dept. of Engineering & Public Policy

Carnegie Mellon Uiuversity

Pittsburgh, PA 15213 USA
Mr. William E. Hefley, Senior Member of Technical Staff,

Software Engineering Institute, Carnegie Mellon University

Keynote: Usability Trends in Government

I'm going to start by breaking all the rules and come back to both of those questions. One of the

points Rex didn't make about your question that I have trouble with is that there is a percentage

of the male population that have color vision problems. Now I can take a test and tell you red or green so I don't have red/green color blindness which is the one that's most common amongst the

gentleman. But, I can't look at the patterns. Have you ever seen the visual tests where they give

you the patterns and you're supposed to say this is a helicopter or this is a tank or this is whatever? I can tell you the colors of every dot, but I can't tell you what the pictures are. So we

look at things like that and then we look at our guidelines and it says, use red for alarms. Well

which percentage of your population can't see that? So there are some things to be wary of. The

other question about engineering I want to touch on as we get into the talk a little bit, but there's

also some bit of where we're coming from and where we're going embodied in that.

I have the distinct pleasure of being up at Carnegie Melon where we have both the software

engineering institute and the HCI institute, and since I am one of these people that straddles both

fields, I'm associated with both institutions.

I came out of industry before going back to the University setting so I have built systems for

everything from real-time shop clerk control where our average users were grade school and

high school educated, to systems that were designed to be operated and then thrown away for

only seven days on orbit where we have very highly trained skilled Ph.D. level users who are

flying in the shuttle orbiter. This background gives us a glimpse into the tremendous range of

people that we design for in different applications. I'm going to talk about usability trends, but

we'll also look backwards at where we've been and how that shaped where we are and where

we're going.

The topics for this talk are: heritage, commercial practices, why focus on people and usability,

future trends and insights. Why do we care? Why do I want to focus on people and usability?

We'll discuss some of the future trends and where we're going, and then I'll add some insights

from my last 20 years of experience—at some of the things that I've seen in terms of what's

really been effective for us.

Let's look at the heritage topic first. How many of you are in the product development cycle

where you ship a new product to be on the shelves every Christmas or twice a year in the mass

market? How many of you are in the world where you build systems and you deploy, and they

tend to be there for a while? What are the contrasts between those two environments? In the

first, we can rapidly make product improvements. This year's model is always better than last year's model or it has more features.

I hope I don't offend my host. We were laughing as we came in this morning looking at all of the

things on the sign post for what NIST does and one of the comments was, "Oh, that's the

24
building over there where the VCR programming is done. You know, the rocket science is over

there and VCR programming is there." VCR's are something we poke fun at, because they have

usability problems galore, but they've changed over time and they've gotten smarter or they've

gotten more features built into them. They are rapid turnaround. Some of my systems, just now

m the last year or two or three, are going to operational testing, and I've been at the university

now for nine years. So the things that I was responsible for (designing windowing systems) ten

and twelve years ago are now just starting to go out to the field. That's a long life cycle. Heads

are nodding. You know it's a slow world, but "we don't get no respect."

Topics

m

1^

Heritageo

Commercial Practices P

Why Focus on People & Usability? ^

Future Trends I

Insights m

Figure 1

The classical human factors in engineering came out of the psychology world primarily, then got

into user testing. This is where I want to come back to a previous question, testing after the fact. There's always the claim about too little too late. After we knew we had a problem we brought

them in to fix it for us. Part of the issue with usability engineering is trying to communicate that

there's some contribution that can be made up fi-ont as part of the engineering process. Some of

us have been publishing papers and writing about that and some of the software world for several

years have been pushing that there really is a contribution that can be made for interaction

design. At the same time we're doing things like data base design and software design. Whose

on first? Who are we buying for? Where are the cost trade offs accruing to? Are you being able

25
to design systems for our users? Is it for the developers? Or in some cases is it the procurer?

Program managers get rewarded for delivering systems on time, not for delivering systems to get

fielded.

I was teaching a course last week on Web site design and one of the students in the class said, "I went to a site the other day, and I really didn't like it, because [when] I got to the point where I could download a form, they told me not to use the form. [It was] printed right on it, "Don't use

this form for real use." We decided that would be a good example to go to as an example for the

class. So we went to the site. The site was www.irs.ustreas.gov and the first page is beautiful.

They've had a graphics artist do that page, and it looks like a newspaper headline that we've

never seen. It has colors; it has this; it has that. It has a ticker tape that scrolls across the

bottom. We never got past that. It has these stories—that I'm not sure how they relate to any

kind of real use for what you might want to get from that site—but when we finally found the

menu, it was about six lines of text at the bottom and it was two or three or four options per line

depending on how many would fit on a line. There might have been a bullet or a dash between

the options to separate them, but the truth was they weren't readable without sitting there and

scanning each item. They weren't easily separated. They weren't grouped in any way that made

sense. We gave up and couldn't even get back to finding that form. So in this case, the procurer

or the developer got their wiz bang, it looks good, it's wonderful and they got the beautiful site,

but as users we were left out in the cold and couldn't get to it, couldn't find what we wanted.

1 —

Heritage

Long development/O&M cycles

The 'Legacy of the ''ilities'"-we don't get

no respect

Who's on first?-users vs. developers vs. procurers

Rigid/incomplete specifications-little or no

usability specified

Rigid /incomplete development process

architectures -little or no usability practices |

Figure 2

26
Next, let's look at complete specifications. I had a contract a few years a go that required me, as the lead for the user interface efforts, to write an interface control document for the user

interface. I was pretty enlightened. I had to describe the physical, electrical, pneumatic and

hydraulic interfaces to my users. Look around, how many of you have electrical interfaces? Any

of you have pneumatic interfaces? 1 want to talk to you afterwards. This was an impossible task.

Clearly, somebody had thought about usability and had built it into the contract, but not in a way

that we could deliver. Not in a way that would guarantee that the system when deployed would

work and be usable.

Another example, and this is the counterpoint of Rex's where he saw a good example. I was

asked several years ago to review an RFP for the usability and HCI aspects. While reading

through it, I came across a puzzling document. At this point, I had about 1 1 years in the field

and here was this document—I just didn't know what it was. I checked all of my standard files.

Commercial Practices

Software design vs. software

engineering

Usability engineering

Design formalisms

Usability testing/heuristic evaluation

On-line help/wizards

Figure 3

and I couldn't find it. I checked my group's standard files, and I couldn't find it, and I called the

corporate library and said, "Can you find it for me?" About three days later, they called me back

and said, "We'll have to get it from off site storage if you really want it. Are you sure you really

want it?" I said, "Well, my customer is calling it out in the draft RFP that we're reviewing so

27
they must want it. We know usability is a concern to them." This is a system that had a very

long life. The original system was probably fifteen years old, and they've gone through a number

of mods and upgrades. They told us their last three upgrades were absolute disasters.

Technically they worked. They met every functional requirement. They just couldn't use the

thing. It just wasn't usable. Usability was a concern for them so I said, to the librarian, "I know

that this is important. My customer is telling me usability is a concern. Please find that

document for me." Well, they called me back again, "Are you sure you really want this? You

know that document was superseded in 1969." Here they were fifteen, sixteen, seventeen years

later still calling out an old specification that was out of date. It was in their boilerplate, and they were carrying it forward, because they knew they wanted something like usability, but then they were telling me that they didn't know what was wrong with their process, and they didn't know

what was happening, but the systems they were buying just weren't usable. They just didn't

understand the problem.

Tied into the art/process architecture issue is what process were they expecting their contractors

to use? What process did they have for insuring that usability was part of their practices? They

either didn't have one, or what they were expecting they didn't understand what they were

getting, i.e., pneumatic interfaces, hydraulic interfaces, etc. So this is some of where we come

fi-om and some of the issues that have driven us to where we are today.

What's happening in the commercial world? Let's start with two buzzwords. There is this

buzzword about software engineering—building the system right. Lately there's been a lot of

talk in the commercial world about software design—building the right system. Allan Cooper

who was the gentleman who built Visual Basic (or the father of Visual Basic) has a book out

that talks about software design. It's really about usability engineering. It's about designing

usable systems. What's happening there? I'll talk about that trend in a few minutes. One of the

things he's driving at is there are more and more systems that are really being used by real

people. Think back to your first computer. Mine had the extended memory, I had 1 6K. It sat in a little air conditioned room on a raised floor. It had less computer power than probably is in my

watch today. So as the technologies change we push things out from those arcane temples to where we all have that kind of computer power on our desks.

More people are using the systems and that leads us to this discussion about usability

engineering. We really are seeing cases where organizations are taking and trying to apply

usability concepts. Many are kin to what Rex was talking about this morning as part of their

standard way of engineering and designing systems. Design formulas is another area where

we're seeing some wins. There was some work done at Nynex just in the last few years where"

they actually built a model of the proposed system before they built the real system—looking at the number of transactions they had much akin to what Rex showed and it was something on the

order of eight seconds per transaction or fifteen seconds per transaction or something on that

order. When we multiply that out by the number of directory systems or operator assistant calls

that are made, the impact to them for one design versus another was something on the order of 8

million dollars in actual labor costs per year.

28
So did their design have any impact? Sure it did, but the impacts weren't accrued to the

developers. They were accrued after the operating units. With one trade off in the design of the

interface they were able to save quite a bit of money. Usability testing and the evaluations that

Rex talked about have been a tremendous amount of work in the last few years on things like online help. Partially it's that Band-Aid. Partially, it's that thing that helps us, but also the other

thing that's happening is it's forcing us to start looking at what are the user tasks? What do they

need to know up front? There is some synergy between the on-line help work and some of the

design work that's going on. Why do we care? Why should we focus on people and usability? There are three things that I want to touch on as trends happening across the community today. The first is demographics.

We have touched on that a bit. The second is just general awareness and also a second order

effect—something that's masked, but we're starting to see a tremendous impact of.

We've already mentioned the number of people that have computing resources available, but

didn't have in the past. Also besides the IRS site, here's another example. The State of

Washington has developed something called WIN, the Washington Information Network. This

is a kiosk-based system. They are delivering services out to constituents. When I met with the

director of IT recently up there in the State Capitol of Olympia, they were actually able to show

things like the number of forms filled in, number ofjobs where constituents have been matched

to jobs and have been employed as a result of using the kiosk. Instead of having to walk into an employment office or a deployment office, they are serving over 200 thousand users a year, and

29
Awareness -

1

New OS productivity studies-Apple vs.

Microsoft

Usability ratings in trade press product

reviews

Success of ACM's interactions magazine

I

Figure 4

these are everyday, regular people. We're not designing for those Ph.D.-level folks that are going to fly in the Orbiter. We're designing for Joe Average, Jane Average that comes in off the

street, walks into the shopping mall and is using this kiosk touch screen right there wherever it is that they happen to be. They are delivering services cost effectively. This is another way of

looking at that cost savings issue, because that person using the kiosk is not using a live person

in an office somewhere. They are not tying up an individual delivering service in an office

where there is the cost for that person, the cost of the facility, the cost of having to be there, the •

cost of having the lights on, the heat on, etc. So we're seeing that the audience is changing. The

people that are using the systems are changing—94% of Federal users, as opposed to what used

to be a few of us who could touch the computers. Is the world aware of this?

How many of you saw this month's PC World magazine? There was an article in there about

Win 95. Win 95 is the big issue for a lot of people right now. Part of their evaluation is they've

looked at productivity. They looked at ease of use. They looked at how easy it was to perform

functions—how easy it was to get helper information from the Mac and from the Apple. Some

30
of the trade publications now rate ease of use as part of their product reviews. The ACM has

launched a magazine in the last two years called Interactions and it's focused on the usabiHty

engineering, the design, the user interface design community.

Awareness - 2

Increasing customer demands

(product appeal/usability)

Success of commercial usability

practices

Trends toward adoption by government

of:

>- commercial practices

>- best practices

Figure 5

That magazine has been very successful surprising some of the people that were involved in the

activity, because there was a demand for it. There was interest in it and it met all of it's goals in

the first two years. So there's a growing awareness, but along with that our customers want

more. They want product appeal. They want the usability. They want something that works. If a person can't find those tax forms will he or she go back there again—if the product doesn't let them do what they need to do? The number one concern on the Web right now, the biggest user concern, is they can't find information. If people can't find information are they going to go back

to those sites? What kind of a problem is that? Is that a technical problem? No the bandwidth is there. Some may be skeptical, but we have a connection, the connection works. It's not the

connection falling apart; it's the usability, the search engines, the technology that's there for

finding the information, presenting it in a way that can be used. That's the primary breakdown

people are seeing.

31
Second Order Effects

ss

1

Emphasis on software process

improvement

SEI Capability Maturity Modef

^

>- Repeatable Maturity Level (ML2)-basic

management discipline controlling the * "software crisis"

|

>- Defined Maturity Level (ML3)-process 1 management discipline definine standard

organizational processes

i

1

i

^)'^PHi^^ ^^^^^^

Figure 6

People are hearing about successes of the commercial practices. They look at the Nynex

example. They look at some of the other examples where commercial practices are having

impact, and we can do that too. We can do faster, better, deliver more useful products. That's

what the Washington Information people did. They delivered a system that was really useful to the constituent, to the end user. The other factor that's really making an impact, especially in the

military community in the last year or two, is this trend towards adoption of best practices and

adoption of commercial practices. We've moved away from the MIL standards. So the things

that are currently being used in practice and industry today are gaining more acceptance in terms

of use by Government agencies and their contractors. The second order of fact, this is something I also want to mention. How many of you are aware

of this thing that was developed at the SEI called the Capability Maturity Model? A fair number

of you. It's a set of benchmark best practices for getting software management under control.

Level II, it's a five level model where level I is "y'all come." Maturity Level II is basic

management discipline in place. We have project plans; we track to them; we do configuration

control; we do quality assurance. We get our basic management discipline in place, and it addresses what for years has been considered the software crisis. Of course we know that study

32
after study after study told us that the software crisis wasn't a software problem, it was a management problem. We weren't managing our software activities. When an organization

moves to level III , it is focusing on defined organization processes. It has a standard

engineering

process across the organization. One of the things that we're starting to see as the second order

effect is as organizations start getting Level II and they get the basic discipline in place, they are now starting to move from building the system right to being able to focus on building the right

system.

Remember the distinction made before about software engineering versus software design,

building the right system? As we're starting to get our processes defined and as we're starting to look at what we really have to do to build our systems, we're starting to find opportunities for

defining our usability engineering processes to dovetail with our software engineering processes

to be part of our fine process for building systems within an organization.

One organization that I'm familiar with now has an effort within their user-centered design group

to set a similar set of standards. The CMM doesn't address usability engineering, but they are trying to within their ovm organization, build a set of benchmark practices that say these are the

things our organization ought to be doing to implement user-centered design across the

Future Trends

Figure 7

33
organization. They are working with their software process improvement people to rule that out

as part of their standard internal assessment. So when they look at programs, or they look at divisions, or they look at product groups, they are going to be looking not only at the software

process, but also their usability processes and know where they are and then start to set guidelines and goals for improvement across the corporation. Now they are not primarily in the

government market. They are in the market primarily where they have to ship product, and they

have to sell product, and are very concerned about focusing not just on getting past Level II, but

getting their defined processes and making sure they define the right set of processes. This lets them deliver a product that their customers want, that appeals to their customers, that meets their

customer's needs, that will sell in the marketplace.

I 1 insights ^

Teams design, people don't

HF/HCI specialists bring:

> a focus on tasks and users

>- capability to collect and analyze data

>- ability to manage user involvement in

creative ways (working as catalyst in design

efforts)

>- knowledge of research, guidelines, best

practices

i

Figure 8

This is a second order effect. It's something that's been masked because so much of what we've

seen is the crisis as we develop systems. Rex didn't tell you the corollary of the waterfall model.

The corollary of the waterfall model is 99% of the time when we come to that last sign off and

we sign off that we're really done, we're really only 90% there. It's that last percent, that last

34
10% that takes the next 90% of the effort. The software process improvement work has been

trying to focus on changing that, getting us to the point where we have that basic discipHne in

place and then define our processes. What we're seeing over and over is that once we get that

chaff out of the way organizations are starting to focus on what's really meaningful to them.

Some of the things that are meaningful are delivering the right product. Whether it's a product

that ships and sells in the marketplace or a product that supports their constituents that meets the

needs of the real user community.

What are some of the future trends? What are some emerging trends? We touched on it earlier.

Somebody has to own the user perspective. It doesn't matter if it's a human factors person, if it's a software person, if it's a product marketeer, if it's a product manager. Somebody has to own

that user perspective. Somebody has to step up and be the champion. Somebody has to make

sure it happens. Whether it's part of your defined process and maybe it's your process owner

that's making sure that happens. Maybe it's your product manager, maybe it's the project

manager. Maybe it's somebody like this chap at BLM who just stood up and said, "I've had

enough." Somebody has to be watching out for that user perspective, making sure that we get

the right system and that it is usable. This means continued introduction and adoption of some

things that are already known that are already tried, some usability engineering techniques, some

of the formal methods into our standard practice. Developers are human so they design for users, right?

There is some truth to that, but quite often developers don't know much about the human factors

issues and some of the other things. In fact, one of the things that was really humbling for me is that I was originally trained as a programmer, and I got into designing user interfaces which at that time were screen designs. I said I really don't know enough about what I was doing, so I went back to school, and I took a degree in psychology, and what I realized after taking a degree

in psychology was that I still didn't know a whole lot about designing screens, but I really

understood a lot about why I didn't know. We've seen and Elizabeth Buie will talk later today

that there are some standards, there are some guidelines, there are some things that we can apply

and can help us develop systems that actually will meet our user's needs that can decrease some

of those error times and cut down on the help desk.

Now again that comes back to an issue about to whom do the benefits accrue? There are a series

of companies right now that are making very good money answering help desk calls for

Windows 95. Now I'm not picking on Microsoft, don't take me to task for that, but there is some

market benefit there, because they are making money on those calls. As we continue to actually

show that these techniques can be provided up front and used in our systems, we're starting to see

the impact of the benefits. That leads us to the point where we were talking about getting to repeatable defined design processes that are not just the software processes that also include the

things that we do for our usability engineering. Some of that continues to need to be fed by

research, and this is a point that is quite often lost in the sense of "let's do basic research."

Sometimes the basic research that we need is focused on methodologies. Nigel Bevan and I were

chatting earlier today about work methodology and that's work that needs to go on. How can we

35
best take some of those lessons learned from the basic research and tie into our methodologies

and tie into processes that can be used?

One of the other things that we found is team design. How many of you design systems by

yourself? How many of you work as part of a larger team? We were talking about designing

Web sites and I said, "What are some of the kinds of skills that you might need?" The class

started making a list: somebody who has systems admin, skills to run a server, somebody who

can program because of back end interfaces to the IT systems, somebody that knows something

about designing the interface and the pages and the content. Oh, yeah, content; we need

somebody who can write. We're going to put up some images so we need an artist—an

industrial designer or a graphics artist or somebody who knows how to design interaction. We

want to engage people. We want to know something about how to bring them back, captivate

them. That's a team of people.

There are very few of us in this room who probably have at an expert level all of those skills. So

we really are focused on teams that design and that's part of this getting away from the "bringing

in too late" to "coming in early." Here's a success story—the pneumatic, electrical, hydraulic

physical interface story. Every bit of information you need to know to understand is that this

was custom hardware, so we were having to build our own windowing environment. We

couldn't go off the shelf and buy a windowing system. We turned that around to our customer

and said what we really propose is a three fold ICD, interface control document. We'll give it to you in three installments, and this is usability on the installment plan. The first volume was

based on the up front analysis and the task. The up front, not the detail analysis, but the

workload analysis and the systems analysis and the allocation of tasks between the users and the

system. The first volume will be basically our windowing system design so it's the spiritual

guide, because we knew enough about the task to be able to identify what kinds of things we had

to have in the physical environment. So the keyboard, the track ball, the windowing system,

those sorts of things, were spec'ed out first based on early front end analysis of what the users would be doing. By the way, this was taking a job that used to be done by a crew of five down to a single operator so there was some interesting information presentation issues we had to deal

with there to be able to keep this user informed and not overloaded. We designed the windowing

environment first. That was Volume I. We shipped it and it went to press. That also allowed the

hardware folks to get on with saying things like these labels go on these keys and we can now

spec the hardware and get it built. The second volume was a detailed task analysis. We chose an old human factors technique

called operational sequence diagrams, i.e., this goes out of the system into the operator's head or

into the operator's eyes or it's on the screen. This is what goes into the system from the operator's

actions. It was a very simple representational technique, but we didn't worry about which screen

element. What we worried about was the information content. By the time we finished the

second volume we knew exactly how the system would be operated. We knew what the

information flows were and how they would fit back with the software design because the

software folks were now almost ready to begin their design.

36
Third volume, Chinese menu problem, take one from column A and one from column B. In the

second volume it mapped the specific windowing element in the first volume. The third volume

was the complete illustrated system manual.

Now to the windowing environment that was the coding manual for the actual code

implementation part of the system. Did it work? Yes. They spent less time fussing with getting

the interface right, making sure they had the right information, making sure that they didn't omit

information that was critical to the users that the system was actually able to be built. They put

the system on display once and the feedback we had was that people walking in off the street at the open house were able to use it. That was quite a compliment because our audience was

Master's level four to eight years professional experience, journeymen level in their field, and yet

we knew that wasn't the environment our users would actually be in. So what did we bring to that party? We brought a focus on the task for the users. We knew that the spec was wrong. We

were designing for an audience that didn't have as much skill as they told us it would have. We

really spent a lot of time focusing on the task.

Insights |

if

II

Teams need: 1

m

>- defined roles and boundaries 1

>- defined work processes 1

>- collaboration of people and skills |

to blur boundaries by experience, I

education, and training I

> to develop a feeling of cooperation 1

>- to deliver results 1

m

m

Figure 9

We brought a capability to collect and analyze data, whether from usability testing or from

prototyping to manage user involvement, focus groups, formative evaluations, usability testing,

prototype evaluations, design walk throughs. We had an interesting team there. We had an

37
industrial designer (coming back to this issue about teams.) We had an industrial designer, a journeymen level human factors engineer, a software engineer who was doing our prototyping, an Ed. D. with cognitive task analysis background and a Ph.D. cognitive level psychologist.

Then there was me the jack of all trades just kind of trying to keep this merry band moving in the

right direction. The other thing that this group of folks brought was some knowledge about the

research guidelines and best practices. We were able to really change the direction that program

went. It wasn't a single interface. The document that was delivered up that talked about

physical, electrical and hydraulic interfaces. So we can really build on the teams as well as the

technical specialties, but what does that lead us to?

It leads us to some things that we need to really pay attention to as we use and apply these

engineering skills in developing real systems. Remember the second order effect that talked

about defined processes? Here is the corollary to that: not only do we need to worry about those

processes, but also how we can contribute? What are the boundaries? More and more software

folks as they get into doing user interfaces start worrying about doing it right, but don't want to. In some cases they admit they don't know and in some cases they don't want to admit they don't

know how to do it best. There are some real ego issues involved here that are not just

engineering issues. That leads us to this issue about collaborating about people and skills. We

really need to be part of the engineering team. We need to be part of the design team. I mentioned that team that we put together, that was a catch up situation, but we had to put

together a really diverse team to make that system what it had to be. We blurred some of our

boundaries there by mixing experience and by education. We spent a fair amount of time doing

informal training of our software engineers. There was a lot of give and take. Those documents

weren't produced in a vacuum. What did that give us? They felt like we weren't just that group

doing it to them. We were actually collaborating with the developers and the system was

delivered. It actually met its goals and met its usability objectives. Those are some of the points

that we found really have to be focused on in applying usability engineering. It's especially

going to be more and more important as we build systems that are reaching a wider audience, an

audience that has more diverse backgrounds than what we used to design for, systems that have

to do more. As we look at how to reduce costs in either service delivery, reduce costs in

development, reduce costs in our back-end support, those are all issues that we're concerned with

today.

We're really trying to focus on addressing some of these issues on out into the next generations

of systems. Not to just apply usability engineering, but have it be part of our normal way of

doing business. Having the techniques be accepted as part of our system development practices, as part of our defined design processes. It's going to another, I don't want to say generation,

because that's scary. People think about years in that, but it's going to take another cycle of

success for things to circulate out. There's been some work on technology transition that looks at these things and unfortunately the research shows us that it takes somewhere between four to eight years to get something really well established within a corporation or a large organization.

For something that's a radical change like structured programming, things like that take on the

order of between 1 2 and 20 years to gain widespread acceptance, but we're starting to see some

various forces come together.

38
We talked about usability engineering as a focus on the users and tasks from an HCI perspective.

If we go across to the software engineering community, or the object-oriented design

community, we see them starting to focus on users. The only way we really know how to design

the right objects is to have use cases. Larry Constantine wrote an article in Interactions last year

talking about use cases. Use cases are really user scenarios. Now that the software community is starting to talk about this, we really need that. Here's an opportunity for some synergy where

both communities, both disciplines try to focus on developing the same sorts of things to deliver

the right system. I'm open to questions, attacks. Oh, now the hands went up on that one. Yes,

sir. Male: What about the differences in learning styles and applying that to interface design?

Hefley: Yes, there's been a fair amount of work looking at learning styles and how to apply that

to interface design. A lot of that hasn't gotten beyond the academic work into real usable sideline

kinds of things. We know there are some people that are more visually oriented. And there are some good tasks that can be used, field independence tests, the ones that have primarily been

used in academic research to get at that. But, how can we translate that into design practices?

It's a leap of faith that a lot of people haven't made yet. You're nodding your head. Grab this mic

if you want to jump in, because this is something that I think is going to have an impact for us as we start really realizing that we are designing for a much more diverse audience for many of our systems then we ever did originally. We used to think about designing for the office, and we

knew that most of our people were coming with this skill level or this level of education and we

could just do a design for that. Designing for the mass audience is a different audience.

Audience Question: Training will tell you.

Hefley: Training indeed will tell you, and that's where we see so much more emphasis today on

the on-line help and the Wizards. I know a lot of the work that Jared Spool and those folks have

been doing have been focused on Wizards in recent months, primarily because it's a way of

capturing some of that task information and putting it in a way that can be formatted and

delivered with the product.

Audience Follow-up: Yes, I think that one of the biggest challenges if you were to lay out

challenges for where are we going from here would be designing for all these individual

differences. Studies have shown that various kinds of individual differences in terms of

aptitudes, age, background and culture and so on account for more differences in user performance than design in training and things like that. Unfortunately, they are also very

difficult to design for. We can't make a completely different design for every user and even if we

could then they would not be able to communicate with themselves about the system. That's one

of the problems of high degrees of customization. Users make their system look so different

from every one else's that they can't even talk with someone else about it. So maybe the idea of

lots and lots of different views and different user performances that are all rolled into a single

integrated view of the design. That I think is the direction to go in. I think the direction not to go, and this is personal opinion, is the idea of adaptive interfaces. I'm not talking about

adaptable interfaces because that's what customization is, but adaptive interfaces where the

interface sees patterns in the user's behavior and the user's abilities and so on and makes changes
arbitrarily to sort of match those. Sometimes that works, but even when it matches the user's needs it comes as a surprise and violates the sort of main guideline of the user being in control.

So it's better to offer all these possible customizations, but let the user control it.

Hefley: When you talk about designing for diverse audiences one of the other things that people

are starting to pay attention to depending on the system's ability, is the great diversity of age. It's not just an issue of the teenagers have been exposed to computers and will use them where an

older population has not. It's also there are some definite physical differences in terms of visual

accuracy, in terms of how some of the different age groups will interact with the systems. So

that's another concern there and that ties back to your point about learning, is how can we make it non-threatening to walk up and use something. I know people who will not use an ATM because

it's just too threatening. I'd rather wait till Monday to go to the bank where I can use a teller thank you.

40
i

Tliiimax J. IValxoH Raxarcli Cenler ro Bex 21If Yfitktowu Hei::h!i. AT

Cost-Benefit Anaivsis of

Usability Engineering

Clare-Marie Karat, Ph.D.

e-maii: ckarat@watson.ibm.com

January 10, 1996
Dr. Clare-Marie Karat, IBM TJ Watson Research Center

Cost-Benefit Analysis of Usability Engineering

Let me tell you briefly how I got into this field. Before working for IBM, I worked in state government in Texas. I was basically presented with the problem of being able for our department to do a whole lot more with a whole lot less, and my strategy in this was for us to re- engineer our service delivery process, in other words, to automate it and deliver that in the

marketplace or in our client locations.

Why Measure the Benefits of Usability Engineering?

« To educate ourselves and others about the financial value of

usability engineering work

To support product management decisions

To communicate with product managers and senior

management about shared fiscal and organizational goals

To support other groups within the organization (e.g.,

marketing, planning, education)

To gain iterative feedback about how to improve the use of

human factors resource from individual to organization-wide

levels

Figure 1

This was an incredible education for me and I learned there the value of re-engineering as well as the usability engineering component. And they go hand in hand. The re-engineering piece is a m.acro level design and then the user interface design is the micro level—actually a task-to-task

specific way to complete the work. In order to get the biggest bang for the buck, we can't do one

without the other.

Let's begin with a cost benefit. There's a book that came out a couple of years ago. It's called

"Cost Justifying Usability". It's edited by Deborah Mayhew and Randolph Bias, published by

42
Academic Press and I have two chapters in that book. If you'd like more information about how

to actually do these calculations, please refer to that. There are a whole host of wonderful

chapters on different topics in there as well. When I joined IBM, the first project that I worked

on had already begun. I basically met the product development manager and he said to me,

"Sure you can join my project. I'm not going to give you any money, you can't change a

schedule, but let's have you come on board and see what kind of value-add you are and that you

can provide from this field." I took that challenge, and it worked out rather well.

1 IIM

To Support Product Management Decisions..

Product managers make pragmatic decisions about resource

allocation to groups, for example, - Designers - Programmers - Quality assurance - Build and test -Human factors

-Training and support services - System maintenance

Figure 2

The key reason for doing cost-benefit analysis is to be able to communicate the value of the work

that we do. How can we do that if we don't really measure it and manage those measures? The

second piece is about being able to support development decisions. This one is pretty far

reaching.

Doing negotiations sessions about the role of usability in product development, I learned that I was going to be working with a number of other groups. They generally had been collecting

information and were able to communicate for sometime about what it was they would be able to produce if given X amount of money. In order to be able to even enter the game, it was

necessary to come up with a methodology and a way of presenting the work in usability.

Basically, I tied it to the things that were of the most importance to the product manager, time.

43
money and resource. Once a project has started (including this cost benefit analysis), it's very

important to work closely with other areas in the organization.

The User interface in the Software Life Cycle

Past data - user interface as 30-35% of the lines of code

Recent data - user interface as 60% of Ihe iines of code

GU! as minimally 30% of software budget, increasing to 80%

depending on available function

75% of software life cycle costs occur during maintenance

phase

80% of maintenance due to unmet or unforeseen user

requirements, 20% bugs or reliability problems

Opportunities exist for usability engineers to make significant

contributions to product quality and the bottom lineFigure 3

There are some real benefits in terms of cost savings there as well. Here is one example. In

terms of working with, for example, education, in setting out usability objectives and conducting

the field and laboratory evaluations and design sessions to handle the problems that arise, we

may be able to handle the bulk of them, (severity 1), but maybe there are some 2's that because of

time constraints and money, we just can't get to. Those can be turned over to the training groups.

There are tradeoffs. We all live in the real world but with a little closer coordination we can do a much better job. We found that we've been able to reduce significantly our training costs

because of that. In terms of communicating with senior managers (as a couple of people have

already mentioned), we generally manage our organization in terms of goals. To be able to actually show how our work contributes to those goals is a pretty effective way of

communicating. This is just another piece of the power that we get from doing this kind of work.

This last bullet (in Figure 3) is more for ourselves, the bulk of the people in the room who have

categorized themselves as usability practitioners. If we start collecting information about the

cost of the work that we're doing in usability and the associated benefits, we'll be able to make

better judgments over time about what particular method to use in a particular situation.

Tradeoffs that come up frequently occur in terms of whether to do field or laboratory testing.

44
whether to do a walk-through or a usability test. These are things to think about depending upon

the type of project. Once we have this kind of information, it is easier to make a better decision

and help guide other decisions in our organizations.

One of the things about working on cost benefit analysis is that we need to take a large view of

the product cycle, really the life cycle. If we look at some of the statistics on Figure 4, we'll see

that the graphical user interface has become a large chunk of the work on any one project. An

even larger point is the fact that the bulk of the costs come in maintenance. A speaker earlier

today talked about this distinction—that somebody would build it and somebody maintains it. A

number of years ago in terms of our organization as well as our performance measures, we

changed the way that works within IBM. A particular manager is responsible not only for

What Contributions Can Usability Engineering Demonstrate?

• Inclusion of human factors work in software and hardware

deveicpment can result in; Short-term benefits - development cost reduction

Long-term benefits - ~ Increased sales or revenues ~ Increased user productivity - Decreased training and support costs ~ Decreased service costs - Decreased user errors - Decreased maintenance costs

Usability engineering - pay a little during development, or a lot after product release

Figure 4

development but for all the operational costs, maintenance costs. That gives one a very different

view. If we take a little bit of time, invest a little bit of money now and identify these problems,

we're going to be able to save ten-fold what we could down the road. This is real impact. The

fifth bullet on Figure 4 is exciting in terms of the opportunity that it provides. The bulk of these

maintenance requests are really unmet user needs. This is something that through user-centered

design, we can really hope to address at least half of these during development. That gives us

quite a competitive edge.

45
The contributions of usability engineers are both short term and long term. The short term

benefits involve actually decreasing the amount of money it costs to do a development project.

This is based on experience. If we have usability involved from the start, it is actually part of the

critical path of development. If it's part of a critical path, part of development, as we go forward,

we are doing participatory design sessions with users—doing user-centered design. Using early

low fidelity prototypes, we are are getting the requirements refined. We know that we're on

track with the user interface and that we're going to have a highly satisfied customer at the end.

My experience in projects where we haven't had it as a part of the critical path is that close to the

end (Bill mentioned you get to that 90% point) this host of problems comes up. In order to fix

all of those the project exceeds the original guideline.

What is Cost-Benefit Analysis?

Methodology for analysis of projects for investment purposes

Three steps in cost-benefit analysis: - Identify the value of expected benefits - Analyze the relationship between expected costs and

benefits using simple or sophisticated selection techniques - Make investment decision

Figure 5

Think of it in terms of the actual cost versus budget and cost for a project. If we look at those

actual costs, we see that in a project that has usability and one that doesn't, it's far less expensive

to go ahead and build quality in. That's really what we are doing here. That's the argument that a

project manager can take forward to management. Long term benefits for external marketplace

products are the revenues. If it's a product for internal use then we get the incredible benefits of

increased productivity. Even if it's a product for the marketplace though, that data on increased

productivity can be used in your marketing brochures. That's an example of a difference between

whether it's a direct or indirect benefit. There are a host of other benefits: training and support

46
costs, service costs which can be a huge, huge piece. There are a lot of service contracts and the

profit margins on them is very small. Think about the relative cost for any particular service call and the fact that with usability in a product, those costs can be cut down by say half, maybe 2/3.

This allows us to bid a much more competitive service contract and keep up profitability.

There are a few key points in constructing a cost-benefit analysis. The first is to identify the

expected benefits. This means actual expected benefits and cost that is looking at the life cycle

of the product as it will affect your organization. This includes all of the people who will need to touch it, use it, support it, and also the whole work flow of your business and how those products

are going to touch it. There are two different techniques for then analyzing the relationship

between the cost and the benefit. There's a host of them that are based on the time value of

money and those take a little bit longer to work through. We will look at some examples that

really talk about pay-back periods and cost benefit ratios. That's the second classification. Most

of our managers have to weigh the decision to invest in one of a number of projects and there's

only so much money, once the information is available about the relationship between the two,

we can help to build the decision towards funding a particular project that we are interested in.

How do Cost-Benefit Analyses Relate to Business Cases?

Business cases as mechanism for proposing projects, tracking

projects, and communicating with the organization

Organizations allocate resources according to organizational

goals

Many goals and possible beneftis, limited resources

Objective and explicit basis for decisions

Cost-benefit judgements are made whether or not formal

cost-benefit analyses and business cases exist

Figure 6

Business cases are a way to communicate the status of a project at any particular time in its development. One of the key points is that people are going to make a decision and make a

47
judgment about the value of usability whether they have quantitative or qualitative data to back it up or not. So, it really behooves us as practitioners to collect that information and make it available, not only for our own position but also to understand what the optimal amount of

coverage is for the organization, i.e., should we have a centralized team? Should we decentralize

in certain areas? Does it make sense to have a lab on site? Can we cost justify that in terms of

the amount of work? These kinds of decisions can start being made once some cost benefit

information has been gathered.

Assessing Costs and Benefits of Usability Engineering

Think of "Product as Usual" versus "Usability Engineered

Product or User-Centered Desiqn Product Approach"

identify ail costs and benefit variables, within and outside the

organization

Note the differences and similarities in internal and external

projects

Separate tangible and intangible benefits

Determine the value of the tangible benefits - Establish contacts - development, marketing, personnel,

planning - Use past data, estimates from projections, decision support

data, or Delphi method estimates - Identify savings/costs as initial or ongoing, and by year - Review and update cost-benefit data periodically and as changes occur

Figure 7

At the heart of the analysis we really want to look at how the delta we are offering differs fi^om,

the way the project proposal would be without the usability activities included.

Think of a proposal as it would be with and without this work. For those where usability is already a critical part of the development process, you might be thinking about starting to use new techniques. Not everyone is using participatory design sessions to design user interface.

Maybe some haven't tried using field tests rather than laboratory tests or usability walk throughs

on site. Think about using different techniques to get different types of benefits and use this type of

analysis to understand the value. This is accomplished by identifying the cost and benefit

variables both within the organization and outside. This goes back to really understanding the

48
business work flow to complete the task and where this product is going to touch different parts

of that process. Recall differences between internal and external effects. The increase in

productivity, in the internal context, was one example of how (developing a product for use in

your own organization), is a direct benefit. That means that your group can complete more

transactions with the same amount of personnel.

It depends on what the real issues are in your organization, but the idea is to really understand all the variables and understand whether the effect will be direct or indirect. In quantifying these

benefits, I've gone out and talked to people in different areas. When I needed personnel costs, I went to personnel and asked them, "Tell me what does this mean to be fiilly burdened? What do

I need to include?" When I needed planning data, I went to the planners. Cultivate contacts like

this yourself. They may have some project data from a past project. Maybe it's close enough

that you can make an estimate. Over time, you'll get better and better at estimating.

I've also on occasion used the Delphi method. This means getting a group of individuals who

work anonymously with each other to come up with a group estimate of what a particular cost

should be. That's another technique. It is critical to understand whether the savings and costs

identified are one-year costs or will be armualized. Last, be prepared. The world changes. I don't know a single time when I've started a project and what I had planned actually occurred as planned. Things happen in the world. Something will happen. A new requirement will come

up. You'll have to build in this piece of fimction that you hadn't even been prepared to do before.

So you need to think, go back, revisit your plan, and make adjustments.

OK, I'd like to talk to you about a success story. This is a project I worked on at IBM a few

years ago. The first thing I did in this project was meet with the team to learn what this

application was about. It was a security application that we used in combination with our customer data bases, so it was pretty important. I learned from them what their ideas were about

the design of the application as it was then, and their usability objectives. They basically thought

that without any training we could take our group of users, some 25,000 people, and have them

learn to use the product, error free, on their second or third attempt. That's great. That's

wonderful that we can specify that usability objective. We then took a look at that interface they

had sketched out, and I built a set of screens with it (charts), went out into the field, into the

business situation where these users were and I acted like I was a computer and gave them a path.

I gave them the first chart and said, "Here take this pen. Write on there what you would do if

you were sitting at your computer." They did, and then based on the information received, I would flip the charts to give them the next screen.

I had an assistant with me who was doing some time on task timings and recording some other

data. At the end of one of these tasks, I'd stop and take a few notes myself. What I learned fi-om

this field test was that the initial design had some problems. The developers felt that the majority

of these users would be able to learn this task the second or third time, and what I learned was

that only 20% of the users could complete the task at all, and of those, they had a lot of trouble

with it. I went back to the team with that information. I basically had identified four large

problems and it was illuminating to them. The assistant that I had taken with me was one of the

section leads on the development team and it was one of those amazing experiences for this

person to see up close and personal the difficulty a user could have with the system. So I had a

little buy-in there already when I went back to the team meeting.

49
What this opened up was a discussion on putting in a help desk. We're not going to add any

training materials but we'll have a help desk. That was a solution, but who's going to staff this

and who's going to pay for it? They estimated it would be at least a few people for a few months

to handle this help desk and nobody had money for it. It wasn't planned. It wasn't in the budget.

So I suggested what we could do is redesign the user interface. They thought that was a great

idea. We took the four major problems and of those, three of them we could solve. We did the

redesign, we put it back into this low-fidelity prototype and the fourth one was one that happened

to be a navigational problem and we couldn't find a low cost way to solve it. There was one

solution we knew about but it was going to be so costly that the project manager said no. Go

back and do another field test. If we see that problem again, we'll face it then. I went back and

Example Benefit Applications

Increased User Productivity - Application 1

:

- Reduction in time on Application 1 task from iteration 1-3:

• Trial 1 = 3.25 - .40 = 2.85 Minutes

• Trial 2 = 1 .27 - .1 3 = 1 .14 Minutes

•Trial 3= .80 -.12= .68 Minutes

• Total = 4.67 Minutes - Projected benefits in increased user productivity on first three tasks:

• End user population = 22,876

• 22,876 X 4.67 Minutes = 1 .781 Hours

• 1781 Hours x Productivity Ratio x Personnel Costs =

$41,700

Figure 8

did another iteration of testing and what you see in Figure 8 is the time on task. This is the first field test that I did and it's basically a user's first attempt, second attempt and third attempt at doing a task. The goal for this application is to have somebody get through this security system

in about six seconds. As the data shows we were taking over 3 minutes in the beginning with the

first user interface plus the fact that only 20% of the people could actually do the task. On the

second iteration, we saw an improvement. We brought the times down, but we ran right up

against that navigational problem that we had identified the first time around. So we went back.

50
This time, the team had really begun to buy into the idea of usability work in this user-centered

design and one of the fellows on the team figured out a beautiful way to finesse this issue. He

was one of our gurus who had been around who knew the systems very, very well, and had been

there years and years.

The programmers up to this point (while we've been doing this user interface design work), had

been doing all their other under-the-covers programming. At this point we said go ahead, code

the user interface. Trial 3 was our test of the system on a test machine. This was with the actual

code that we are going to roll out. And we were quite pleased. By this point we had people

bumping up against what was expert use on the system. This is the performance on the system

by one of the programmers who knew the system back and forth. He knew how to go in and

make it cruise. So, we were able to get the users to meet the usability objective. By the second

or third time we actually had 95% of the users doing this error free and within the kind of time

that we had set. We rolled it out on time, under budget and with very high user satisfaction with

very.

1 Application 1 Human Factors Benefits..

Increased user productivity

Decreased training costs

Cost-avoidance of errors

i • Reduced maintenance costs

Figure 9

very little improvements or modifications to the system after it was released. As a result, all of

us received bonuses. Now I really had the team with me. This was the first experience and this

is only one data point. This has been published before, and I offer it as an example for you to

51
take to your own groups, to your own management. In terms of the value of usability, I basically

took the difference from this top line to the third line all the way through and quantified that as a

financial measure to say this was the value of usability.

Example Benefit Calculations

Increased User Productivity - Application 2 - Reduction in time on Application 2 task from iteration 1 -3; • Trial 1 = 35.1 - 23.1 = 12.0 Minutes

• Trial 2 = 24.9 - 1 8.2 = 6.7 Minutes

• Trial 3 = 23.S - 13.9 = 10.0 Minutes

• Average savings across trials = 9.6 Minutes - Projected first year benefits due to increased user

productivity:

• Tasks per year = 1 ,308,000

• 1,308.000 X 9.6 Minutes = 209,280 Hours

• 209,280 Hours x Productivity Ratio x Personnel Costs = $5,800,000

Figure 10

52
Example Benefit Caiculations

Decreased Service Costs - Reduction in service calls for first year = 75 - Cost per service call = $1 50 - Benefits = 75 x 1 50 = $1 1 ,250

Figure 11

Example Benefit Caiculations

» Decreased Maintenance Costs - Cost of changes in prototype stage

• Number of changes = 15

• Hours per change = 6

• Hourly burden rate = $75

• Cost = 1 5 X 6 X 45 = $6,750 - Cost of changes after system release

• Ratio for pre to post-release changes = 4

• Cost = 6,750 X 4 = $27,000 - Reduced maintenance costs due to pre-release changes:

• $27,000 - $6,750 = $20,250

Figure 12

53
Usabiiity Engineering Costs

End us8r recjuirements • Initial design development

definition s' 1LvWfwju 3nH HinK-fiHoIit\/ ctilU 1 liy 1 1'llUciliy

I Icipr nrnfilp ripfinitinn nrntntvninn

i Participatory design sessions Design walkthroughs

Focus groups Think aloud studies

Task analysis • Heuristic evaluation

Benchmark studies Usability tests

Usability objectives Prototype redesign

specification Surveys and questionnaires

Studies of end user work

context

Style guide development

Figure 13

Audience Question: How about the ones that couldn't do the task at all? Did you quantify that?

Karat: At the end we had something like 98% of the users who were working error free. Everyone could complete the task. Some of the users would make an error on their first or second attempt.

Male: Did you quantify those people that could just not do the job without errors?

Karat: Yes, in fact, that was part of the first team meeting. This is our customer data base.

These people are going to be using this system while they are on the phone with customers, this

has to work. There are real customer issues if it doesn't work and if they go in and make a mistake and have to recover from that error, from that mistake with the customer. It just

compounds, so yes, we had an estimate for that as well. That's pretty high.

So here's the value of the usability work that you saw in that diagram and it's basically looking

for the value of that increase in productivity across the first three attempts. This was a system

that the users would use about 1 2 times a day. So I took a very conservative estimate of the

value of the work. I came up with this $42,000 figure.

54
ISM

Cost Caicuiation Examples

Application 1 usability costs were as follows: - Usability resource = $1 8,000 - Participant travel = $ 700

-Test related development work = $2,000 - Total cost for a year = $20,700

Cost-benefit ratio for usability work: - Projected benefits in increased productivity (first three

tasks): $41 ,700

-Costs of usability activities: $20,700 - Cost-benefit ratio: 1 :2

Figure 14

We'll come back to this in a minute once you see the costs and the next chart gets to this

gentleman's question about what was the cost of the errors?

In that team meeting where we really looked at what our options were, we looked at the issue of

increased productivity, what it was going to take to set up a help line and have some kind of

documentation that we gave to everyone. As it was, the system we rolled out was "walk up and

use". The only thing they saw was what was on the screen. That was it and they were able to easily make the change. We were then able to see the cost avoidance of the errors and the fact

that this work was happening on the phone, real time with our customers and this huge reduction

in maintenance costs. Based on that, I started getting some momentum. Just like Bill was

saying, you start from the grass roots and then build momentum. The next system we tried this on was the much larger one. By the way, that first system was built in about 7 months. It was a rather small development

effort, something around a million dollars. This is a multi-million dollar system that we built over the course of two years and in the terms of the value of usability, the key measure for us on

this one again was increased productivity. This is a transaction system where we really needed

to be able to have a lot more throughput, and this is the value of usability for the first year the

system was rolled out.

55
This system has been in place a number of years now so it's a hefty payback. Let me go to the

costs now.

Cost Calculation Examples

" Application 2 usability costs were as follows: - Usability resource = $23,300 - Participant travel = $ 9,750

-Test related development work = $34,950

-Total cost for two years = $68,000

Cost-benefit ratio of usability work - Projected first year benefits in increased productivity:

$6,800,000 - Costs of usability activities: $68,000 - Cost-benefit ratio : 1:10

Figure 15

A couple of people have mentioned different types of activities that go on, and, again, I think this

is tailored to the particular situation you're in, the type of usability goals you have. Remember

the question from the woman over here who was asking about is there a handbook or some type

of guide that can step you through this step by step? I think one of the reasons there is not is that

each particular situation is unique and you really have to go in and look at what the user is doing,

the work environment they are doing it in, their task. What is my goal here? What do I have to achieve and then with that you turn around and look at this tool kit of methods and techniques

and decide what to do. A number of us have written chapters that give a general overview of

usability engineering methods such as: it's very good to start with low fidelity prototypes and

then go to coding interface. But in general it's very nice to have usability walk-throughs from

the beginning, heuristic evaluations and usability testing milestones.

In terms of a real kind of step by step method you could use every time, I don't think that really

fits our field, at least not right now. Here's the tool kit of some of the activities that can go on

that might be necessary to be able to meet the business needs that you have in a particular

56
situation. There are of course different types of costs associated with each of those. Let's go

back to that first example of the 7 months development effort.

Tradeoffs Concerning Human Factors Techniques

• Human factors, software development schedule, and

cost-benefit issues considered together.. - Field test - 25% of the time and cost of laboratory test, and

gained work context information - Low-fidelity prototype - 20% of the time and 1 0% of the cost

of a high-fidelity prototype - Heuristic evaluation - low-cost identification of usability

problems - Smaller sample sizes

Figure 16

I worked on this project part time. I had responsibility for a couple of other things. What you

see here basically is the breakout for my time from participant travel costs as I was going locally

working v^th these different people, buying them lunch and stuff so that they would let me work

with them and it was just a small bit of development work. This was for doing the final testing

with the real code on the test machine so the product manager actually did give me a little bit of

support there towards the end for a total cost of about $20,000. Remember the benefit just for

the first three times the users used the system was about $42,000 so even with this limited

amount of involvement I was getting a one to two pay back. For some situations where it would

probably be more typical in your arenas v^th much larger systems, this other one (Figure 15) is probably more appropriate to look at.

This was the transaction system that was built for this effort. There's my usability resource

again. (Again, I was part-time, working on a few projects at the same time.) Here I brought

people in from different parts of the country. This is a system that's used throughout the United

States. I wanted to make sure I really had a good representative sample. For this system (Figure

15) as well as on the first one, I made these low fidelity prototypes with charts. I pretended to be
the computer. For this one we actually thought it was worth the money and the time to build a

live prototype so we had some programmer time to build that. Cost of the work was $68,000.

Remember this was first year only savings, almost $7 million or so for a pay back of about one to one hundred. And I would venture that this is more the kind of ratio that you would be able to achieve in your areas. (Figure 16) For the practitioners in the room, here's some of the cost data

that I collected while I was doing these couple of studies.

Recommendations

Complete a test case

• Be realistic yet conservative in your estimates of benefits

Iterate on techniques for estimation of costs and benefits for

"Product as Usual" and "Usability Engineered Product"

Cultivate contacts in the organization who can provide

estimates

Iterate on when and where human factors expertise is employed and on the resulting cost-benefit data to improve the

use of human factors resource at individual through

organization-wide levels

Repori your cost-benefit and business case data to the

appropriate audiences

Figure 17

You know for me as one person to go into the field to where these people were working I was

able to do that much faster at much lower cost and I urge you to consider doing that yourselves.

Again with the prototype and again it depends on how complex the system is you're trying to represent to the user, but in that first system I could do that easily, I could do it quickly, cheaply,

and get a lot of benefit from it. This is just an item to let you think about using other techniques

like heuristic evaluation which involve the use of usability experts to review your prototype

rather than having your representative users actually reviewing it and then to think about your

sample sizes. In the last few years I've heard some wild things. People bringing their sample

sizes down to 2 for a test. I think that's a little bit small but there's a lot to be gained by talking to a few more users and what I generally like to say to people is think about the probability of a

serious error in your system. You know what is the probability that that might occur with any

particular user? If it's something like 10%, give yourself enough of a chance during your testing

58
to have that error pop up. There was one incident that I had on one project where I ran 10 users

in one iteration and it was the 10th user who not only hit the problem but then was able to describe the solution to me and that really stayed with me. I keep my sample sizes around 6 or 8

for an iteration but I know there are a lot of companies that are working with about 2, so you

might just keep that in mind.

And to finish up, I really advocate that you start collecting this usability data and that as project

managers and managers making decisions in this area, that you request it, in fact demand it. There no reason not to. You're asking for trouble if you don't have usability as far as the critical

path and you don't have the associated quantitative data with it.

I'd urge you to be conservative in your estimates, again build that network so you can make

better estimates and over time share information with them. Build your own expertise and those

of your peers in the organization that you can work with about what techniques to use, where you

get the best return. I know a lot of this is classified information, but where you can share it with

people, de-identify it so that we can all build our methodologies in this area. Thank you.

59

ni

Makinn Senqp of HCI/RIJI

1

II

n^mii Standards and Guidelines

clizabeth Buie

Computer Sciences Corporation

System Sciences Division

OODt Laurel, Maryland

u

ei99S, Computer Scieoocs CoiparalioD HO/GUI StaodatU and GukkUnei, p. 1

61
Ms. Elizabeth Bute, Computer Sciences Corporation

Making Sense of HCI Standards and Guidelines

I'd like to just say a word or two first about what Clare-Marie just said.

In government systems a lot of times the cost of errors is not in user time but in human lives if

you think about air traffic control or military systems. So, we also need to factor that in and

about government systems becoming competitive even in areas that you would not think. I work

in areas, spacecraft flight operations for example, and NASA has been losing business to

universities for building spacecraft control centers and you would not expect that so we're having

to become more streamlined and usability can help a lot in that area. OK, here's an agenda I'm not going to go over.

Topics

fiu Why we need standards and guidelines

Who develops standards

What they typically contain

What they cannot 60, and why not

How to use them in your project

What you can do

Ml

Where to get more information

Reference list

e 1995. Computer Sdeacc* Coiporatioii HCI/GUI Sundads and Guidelinec p. 2

Figure 1

I'm just going to get right into it because we're pressed for time. Why do we need standards for

human computer interaction, interfaces? To standardize the look and feel throughout an

application or project or across applications or projects if you've got a lot of users that are going

to be using more than one. Standards embody a large body of human factors research and that's practice in HCI. Standards and guidelines can help streamline design by making look and feel

decisions in advance.

62
They can also help (in some cases they are required to comply with the law, for example, in

many parts of Europe) with contractual obligations—a lot of military contracts have specific

requirements for complying with certain standards or guidelines.

Why we need standards (p. i of

standardize HCI/GUI look and feel

throughout an application or project

across applications or projects

Take advantage of large Q body of human factors

research and HCI/GUI

"best practice"

2)

e 199S, Craqputcr Sdeacct Cotponiioo HCIA3UI StadiKdsaiid Guideline*, p. 3

Figure 2

What kinds of groups or organizations develop standards? Well, the biggest one is the

International Organization for Standardization and they've got a number HCI standards, the

biggest known one is 9241 Ergonomic Requirements for Office Work with Visual Display

Terminals, all this is in your handout. There are also national organizations. ANSI has had one on hardware for awhile, ergonomics and work station hardware. We're in the process of

developing one for ergonomics of software user interfaces. That should be out in about a year

for review. There are other national bodies, DIN is the German organization. There's the British

Standards Institute. There are military and government organizations. DOD as a whole, MIL

standards I think come out of the Army. There's NASA. There's the Air Force. A variety of

government organizations have developed standards that apply in scope to their own sorts of

projects. There's even one that has come out of the Air Force for spacecraft control user

63
Why we need standards (p. 2 of 2)

Streamline HCI/GUI design by making

look-and-feel decisions in advance

Comply

With law (e.g., In Europe)

With contractual obligations

(e.g., many US military

contracts)

& I99S, Cotnputer Sciences CoiparaiioD HO/GUI Stndardt »nd Guidelines, p. 4

Figure 3

Who develops standards

(p. 1 of 2)

International organizations (e.g., ISO)

National organizations (e.g., ANSI, DIN)

Military/Government organizations

(e.g., DoD, MIL, NASA)

Commerce/Industry

(e.g., Macintosh,

CUA, Motif)

e 1995, Conputtr Sdencct CoipontiOB HO/GUI Stadaidi and QuidelioeK, p. 5

64

Figure 4
Who develops standards

(p. 2 of 2)

Independents (a company or person)

Projects (tailoring them

from other sources)

& 1995, Coiq>uter Science* Cotpontion HO/Gin Standanlt and Guidelines, p. 6

Figure 5

What standards typically

contain

Requirements and/or recommendations

for HCI/GUI design features

Rationales/principles

Examples

Exceptions

References/sources

e 1995. Computer Scienca Cotpontion HCVGUI StauUfdt and Guideline*, p. 7

Figure 6
interfaces. There's commerce and industry, Macintosh, IBM, Microsoft, Common User Access,

Motif. These have varying levels of human factors input into them but at least the

standardization is a goal.

Independent companies or organizations may develop standards or guidelines. There's a company called Corporate Computing somewhere in the midwest and they have a set of

guidelines mostly for windows systems and they also have a tool that allows you to tailor the

guidelines to your own project. It allows you to look them up when you're developing them and

then individual projects will develop guidelines or standards for their own projects, tailoring

them from other sources.

Typical content of a standard or guidelines document will be requirements and/or

recommendations for design features. They may contain rationales or principles why these are good ideas, and also examples of how they would be, how they would show up in the design

itself, exceptions where they would not apply and references and sources for people who want to find more information about where they came from usually. Now, what can standards not do?

What standards cannot do

Help you design for your users and their

tasks

Address fully the information structure

and content (the hard part of HCI/GUI

design)

& I99S, Computer Sciences Coipcration HO/CjUI SUndwii and Guidelisec, p. 8

Figure 7

There's a big problem with standards in that they have a tendency to provide a false sense of

security to people who don't know a lot about usability. A lot of people, especially software

engineers, system engineers, will say, "Just give me a good set of standards and that's all I need."

It is not. It doesn't help you design for your users and their tasks. It doesn't address fully the

information of structure and content which is really the hard part of design. It addresses

66
primarily the look and feel and the information structure and content is more related to your users and their tasks than the look and feel is so it kind of takes care of the surface level. Jared Spool

of User Interface Engineering has some choice words about standards, but as a member of a standards developing organization I have forgotten or repressed them but I appreciate that

perspective. A lot of people object to standards because they say they constrain creativity and to some extent that's true. But, on the other hand, in my view, the real important part of creativity is not so much in the look and feel as in the matching between the design and the users and their

tasks.

Standards applied appropriately can actually help free you up to be creative where it counts. And

they cannot guarantee you a good design. You still need a process. Why not?

Because they typically describe features of the product and as Rex has pointed out, there's this

whole process thing that we need to deal with as well. There is an effort in ISO which is being

edited by Tom Stewart of CDSI to define a standard for User-Centered Design of Interactive

Systems. But, it will be a while before that's out at a level that most of us will be able to use it. But again, that's something that will need to be tailored to any individual project. Now how can you use standards in your project?

First select the standards or guidelines that you're going to use, ISO, ANSI, military, whatever.

Create a project standard by determining how they will be applied in your environment and then

Standards generally define features

of the product

m You also need a usability

process ^^^^^^mi

Why not?

Figure 8

67
apply them while you design the interface. (Figure 8) Now through that it may come up in

usability testing or even implementation, sometimes software implementation reveals issues that

How to use standards in your

mm m Select the standards/guidelines to use

Tailor them to the project (create a

project standard)

Apply them while you design ^jj^

1

the HOI/GUI ^^^^\

e 1995, Computer SciencM Corporation HCI/GUISuiMUrdsatt<lGuideline>,p. 10

Figure 9

68
How to use standards in your

project (p. 2 of 2)

Refine the project standard as needed

Inspect the HOI/GUI design

and implementation

to verify

compliance

e 1995, ComiMtter Science* Coipcntion HCM3UI Stndwdt ud Guidelinci, p. 1

Figure 10

What you can do

Bug your management to incorporate

HOI/GUI standards into your

organization

Encourage procurement officials to

specify HOI standards In the RFP

Keep up with developments in the field;

keep yourself informed

e 199S, Con^uter Sciences Coipcntion Hd/GUI Stadards and Guidelines, p. 1

Figure 11

69
Where to get more

information on HCI standards

ANSI/ISO offices

AGM's SIGCHI Bulletin

(quarterly column on

standards activities)

Usenet newsgroups

and WWW sites

O I99S, Con^utcr Scienccc Coipcration RCVCUl Standanls ud Guidelisec p. 13

Figure 12

design hadn't thought about and so you need to go back and revise your interface design based on

input from the software engineering. Usability testing may reveal that your application of the

standard in your project wasn't quite what you needed so you may refine the project standards,

and then as you do, your heuristic evaluation or final refinement, final verification of the design,

you want to inspect the design and implementation of the design to make sure that you actually

have complied with the standards that you've developed. (Figure 9)

70
Reference List

(See next page)

0 1995, Con^uter Science* Cotpontion HCKiUI Sundards and Guideline*, p. 1

Figure 13

What can you do to incorporate standards into your organization? Bug your management. And

this next suggestion is very important, you can encourage procurement officials to specify HCl

standards in the RFP. Contractors are much more amenable to proposing something if it's in the

RFP and the only way that we're going to get any of these process or product requirements

reliably into government systems is to have the procurement people say up front that they want

them so the encouragement of including these things in the RFP is in my view the most

important of these three things that you can do. Of course, keep up with developments in the

field, that's also essential. Where you can get more information on standards, ANSI or ISO

offices? There's a quarterly column in the ACM's SIGCHl Bulletin on standards activities and

what organization is doing what, what the status of the various standards, documents are, and

there are Usenet news groups and Worldwide Web sites. Usenet news groups are primarily

about human factors, and every once in a while, there will be a discussion on standards on that

and SIGCHI has a Web site.

There are five or six at least sort of general HCI Web sites that occasionally have pointers to standards information. For the reference list, see the proceedings. There's a new one that is not

in the list by Wanda Smith on ISO and ANSI standards. Does anybody know who the publisher

is? I don't remember that.

71
Audience Question: The question was in industry what's the most common set of standards that

people base their usability criteria on?

Buie: I would have to say it's the commercial standards. For windows systems it would be CUA

and for Macintosh it would be the Apple Human Interface Guide and as I said the amount of

human factors that went into those is variable and the depth in which those documents deal with

recommendations I find for example the Motif Style Guide to be kind of skimpy, but Bellcore

has a set of guidelines for Motif applications that goes beyond the Motif Style Guide and

introduces a fair amount of human factors into it and is a good addendum to that.

72
Resources for HCI/GUI Standards and Guidelines'

Qqq^

Apple Computer (1994?). Macintosh human interface guidelines. Cambridge MA:

Addison Wesley.

Brown, CM. (1988). Human-computer interface design guidelines. Norwood NJ. Downtown, A. (1991). Engineering the human-computer interface. New York:

McGraw-HiU.

Hix, D., & Hartson, H.R (1993). Developing user interfaces: Ensuring usability through

product and process. New York: John Wiley and Sons.

Karat, J. (ed.). (1991). Taking software design seriously: Practical techniques for humancomputer interaction design. New York: Academic Press. Mayhew, D. (1992). Principles and guidelines in software user interface design.

Englewood Cliffs NJ: Prentice-Hall.

Nielsen, J. (1993). Usability engineering. New York: Academic Press. Open Software Foundation (1993). OSF/Motif Style Guide (Rev. 1.2). Englewood Cliffs NJ: Prentice-Hall.

Tognazzini, B. (1991). Tog on interface. Cambridge MA: Addison-Wesley.

Process Standards (HCI/GUI Design. Evaluation, and Verification)

:..-..SY.i.?. y....-: ISO 9241 (Pan 11) Ergonomic Require- ments for Office Work

with Visual Display Terminals

Guidance on Usability American National Standards Institute 11 W. 42nd SL,131h Floor NewYork NY 10X36 Tefc+1212£4Z49»

Pax +1212:396.0023

MiL-STD-1801 User-Computer Interface (various requirements for verification) Wright-Patterson AFB

ATtN:ASD/ENES

Wright-Patterson AFB, OH

45433

ISQWRft3407

(under development)

Human-Centred Design

for Interactive Systems

Assessing the benefits of human-centred design

Interactive system development processes and

human-centred design Planning the human-centred design process Human-centred design activities Managing and documenting human-centred

design

(not yet publicly available)

* This material is adapted from a NASA/Goddard Space Fligjit Center newsletter and is in the public

domain.

Figure 14

73
Software Standards and Guidelines (HCI/GUI Appearance and Beliavior)

ISO 9241

(Parts 10-17)

ANSI/HFES-200

(under

development; canvass draft due

in late 1996)

ESD-TR-86-278

NASA-STD-3000

Vol.1, Sec. 9.6

MIL-STD-1472D

(Sec. 5.15)

0o(>HDBK-761

MIL-STD-1801

BSR-AIAA

FKCSA-iggS

Pl2m2

This failed t«vo ballots and was

wilhdrawa It is here because

other documents may reference it

Etgonomic Requirements for Offiw Work with Visual Display Temiinals

Software User Interfaces

Guidelines for Designing User Interface Software

Man-Systems Integration Standard

Human Endneering Design

Criteria for Mlitary SystonK. Equipment and FadNHes

Human Engineering GuideGnesforiyilS

Human-Computer Interface

Recommended Practice for Hinnan-Computer Interfaces

for Sp»» System

Operations

Graphical User Interface

Drivability

Dialogue principles Gudance on usability Presentation of infomialion User guidance Menu dialogues Command dialogues

Direct manipulation dialogues Foim filling dudogues Same as ISO 9241 , Parts 10-17, plus Color

Accessl>8ity for people with dsabiities Voice and sound I/O

Dataentiv

Data dsplay

Sequence control User guidance

Data protection Data transmission

(various)

Data entry Data d»piay

Interactive control Feedbacic Prompts

Defaults

Error management

Dialogue

Display Languages

Input Devices Screens

Printers Woricstations

(various)

Data Entry Data Display Sequence Control User Guidance

Data Transmission Data Protection

Keyboards

Pointing Devices Menus

Controls Windows

User guidance Common user actions

American National Standards Institute 11 W. 42nd SL,13(h Floor New Yori( NY 10006

Tel: +1212542.4900

Human Factors and

Ergonomics Sodety

PO Box 1369

Santa Monica CA 90406

Tet +1.310-394.1811

Qectionic Systems Division

Air Force Systems

Command HanscomAFBMA 01731

Johnson Space Center ATTN:SP34 NASA

Houston TX 77068 Commander US Amiy Missile Corrmand ATTN:AMSMI-EDS

Redstone Arsenal AL 35898

US Army (see abcm)

Wright-Patterson AFB

ATTN:AS0/ENES

Wrighl-PaLAFB.OH 45433

American Institute for Aeronautics & Astronautics 9 Jay Gould Ct,PO Box 253 WaldorfMD 20604

Tefc ^JSO0J3B^24^2

Fax: +1 J015(a0159

IEEE Standards Office 445 Hoes Lane PO 80X1331

PiscatawayNJ 06855

Td: 1^00.6784333

Fax: +1508562.1571

Figure 15

74
Software Standards and Guidelines (HCI Implementation in Software)

P1201.1

P1296.1

POSIX

Modular Toolkit Environment

(various)

(various)

IEEE Standards Office 445 Hoes l.ane PO 80X1331

PiscatawayNJ 06855

Tflt1BX)j67a4333

Fax: +1508562.1571

IEEE (see above)

Hardware Standards and Quidelines

ANSI/HFES-100-

1966(cunenily under revision)

ISO 9241, Parts 3^

MIL-STD-1472D

(selected parts)

NASA-STCK3000

(selected parts)

Human Factors Engineering

of Visual Display Terminal Workstations

Ergonomic Requirements

For Office Woric with Visual Display Terminals

Hivnan Enaineerina Design

Criteria for Military Systems, Equipment and Facilities

Man-Systems Integration Standard

Working Environment

Visual display design

Workstation design

KeytxMurj design Meiasurement technk^ues

Visual display requirements

Keyt)oard requirements

Workplace requirements Environmental requirenrients Display requirements witti refletions Requirements for displayed colours Requirements for non-keyixjard input devices

(various)

(various)

Human Factors and

Ergonomics Society

POBox13e9

Santa Monica OA 90406

Tel: +1^0^394.1811

Fax: +1.310J942410

American National Standards Institute 11W.42ndSt.13thFkx)r New York NY 10036- Tel:+1212j642.4g00

Fax: +1212^306.0023

Commander

US Army Missile Command

ATTN:AMSMI-EDS

Redstone Arsenal AL 35898

Johnson Space Center ATTN:SP34

NASA

Houston TX 77058

Figure 16

75

A Success Story at the Social Security Administration

Usability in the Federal Government

Patricia Stoos

Director, Planning and Evaluation Staff

Office of Systems Design and Development
Ms. Pat Stoos, OSDD at Social Security Administration

A Usability Success Story at the Social Security Administration

As you can see from my outline for today's presentation (Figure 1), I want to start with a brief

introduction to the Social Security Administration.

Outline

f :, . _ /

Introduction to the Social security Administration

The Model District Office - The Beginning of User

Participation in Online Systems Interface

Development

Introduction of Usability at SSA

Current Status of Usability at SSA

Future Plans for the Usability Team

Figure 1

I think when you see the numbers and Rex already started talking about that, it becomes a very

mammoth undertaking. I want to also talk about the Model District Office. It was the beginning

of user participation in on-line systems interface development at the Social Security

Administration and then an introduction to usability at SSA, our current status and our future

plans. Most people when they think about Social Security think about the retirement, survivor,

and disability programs.

That's what you hear about in terms of did you get your social security check? Usually that's what people talk about, but the charter for Social Security includes administering the

Supplemental Security Income Program which is a needs-based program for aged, blind and

disabled individuals. (Figure 2)

78
Social Security Administration

Charter

• Administer Retirement, Survivor, Disability Health

Insurance Program Under the Social Security Act

• Administer the Supplemental Security Income

Program for the Aged, Blind and Disabled

Figure 2

Highlights of SSA*s Workloads

Social Security Numbers

Cards Issued in FY 1994 16 Million

Wage Postings

Number per Year 221 Million

Retirement, Survivors Disability Insurance

Number of Applications in FY 1994

Number of Beneficiaries

Benefits Paid in FY 1994

5.0 Million

43.0 Million

S3 13.8 Billion

Supplemental Security Income

Number of Applications in FY 1994

Number of Recipients

Benefits Paid in FY 1994

2.2 Million

5.8 Million

S24.8 Billion

Changes to Benefit Records

Number of Changes per Year 89 Million

Figure 3

79
Figure 3 gives an idea of the numbers. I don't want to go through each one of them but you can

see some of the numbers on our major workloads—issuing Social Security numbers, posting

wages, taking claims for retirement, survivors, disability insurance, supplemental security

income. We're talking about millions of events and billions of dollars. It's a lot of money and

just for example the last one, 89 million times a year we make some kind of change to a record,

someone's changed their name or they've changed their address, they changed some sort of data

that influences how we calculate their benefits. That's a lot of transactions. And as Rex has

talked about we actually have 16 million on-line transactions per day, 16 million and as you all know Social Security, just like the rest of government is downsizing, streamlining. We're not

getting additional staff to deal with additional workloads. This is what SSA's operation

organization looks like. (Figure 4)

SSA Operations Organization

1,300 Local Field Offices

37 Teleservice Centers

7 Processing Centers

Office of Central Records Operations

Figure 4

We have 1,300 field offices. Those are the walk-in offices in shopping centers. Many times

people go there to get their Social Security card, to file for claims. We have 37 teleservice

centers. When you call the 800 number for Social Security that's where you're connected and

they can take some simple transactions. They can set up an appointment for you or they can answer general Social Security questions. We then have 7 processing centers and those centers

are involved with processing our most complicated claims, those are the claims that the

automated systems do not currently handle and those processing centers in addition are supporting the 800 number. They have some spike units that also take 800 number calls and in

the Office of Central Records Operations, our earnings data are maintained. And of course

earnings are important in Social Security. What you paid in is used to calculate your benefits.

80
The start of user participation in on-line systems interface development began with the

establishment of the Model District Office and that occurred in the early 1980's. (Figure 5)

The Model District Office - The Beginning of User

Participation in Online Systems Interface Development

Established in Farly I05^n*«^;

• Controlled Environment at Central Office

• Staffed by:

Office of Systems Design and Development (Systems)

Office of Automation Support (Operations)

Field Office Employees

User Participating inr

• Analyzing W orkflows

• Developing Functional Requirements

• Testing Software Against Functional Requirements

• Evaluating Hardware

• Writing Procedures

• Answering Calls to the Help Desk

Figure 5

It was a controlled environment at the Social Security Headquarters and it was staffed by

personnel from systems and from operations and we brought in field office employees to help us. This was our environment to help us test workflows, hardware and software, to help determine

the fimctional requirements and to test that software against those functional requirements. We

also had the users involved in writing procedures and in answering those calls to the Help Desk

which of course we continued to receive. When you look at our budget Social Security spends

about a million in travel and per diem costs for those field employees that we bring into the

central office for activities like what we do in the Model District Office. That's a lot of money

and one of the driving factors to incorporate usability at SSA was to maximize the return on their

investment for those field office employees staffing a Model District Office. (Figure 6)

It's a large investment and we needed to get pay back for that. We also need to ensure the

software meets the needs of the users. We had a lot of success in meeting the functional

requirements but when the software was released it was not always embraced. We need to defme

and test the interface early enough so that changes can be incorporated and I'll give you an example of one of our experiences in that regard. And, of course, the benefits we talked about

this morning. We need to increase user productivity, improve accuracy, reduce software

development and maintenance costs, reduce user training costs, reduce the number of pages for

printed documentation. Many of our field offices have a very small window of opportunity for

81
training. Generally it's maybe the first half hour of the day before the office actually opens for

the public, but once those doors are opened, there is not an opportunity to take people off the

floor and put them in a room to conduct training.

Driving Factors to Incorporate Usability at SSA

• Need to Maximize the Return on Investment for Field

Employees Staffing the Model District Office

• Need to Ensure Software Meets the Needs of the Usen

• Need to Define and Test the Interface Early Enough

So Changes Can Still Be Incorporated

• Need to: Increase User Productivity; Improve User

Accuracy; Reduce Software Development and

Maintenance Costs; Reduce User Training Costs;

Reduce the Number of Pages of Printed

Documentation

Figure 6

82
1

Quality Analysis Team

• Established in 10/93 to Determine What Functions Should

be Performed in the Model District Office

• Recommendations Presented and Approved in 5/94

The primary focus of the Model District Office

is comprehensive usability assessment, with a

lesser emphasis on detailed functional

requirements basedfunctionality testing

Figure 7

So we started with establishing a Quahty Analysis Team (Figure 7) in October of 1 993 to determine what functions should be performed in the Model District Office and that team came

back with their recommendation which were presented and approved in May of '94. They said

the primary focus of the Model District Office is a comprehensive usability assessment with

lesser emphasis on detailed functional requirements-based functionality testing. The next step

we did was to establish an Intercomponent Usability Team and we had representatives from

system component and the operations component.

83
Getting Started

Intercom ponent Usability Team Established in the

Model District Office

• 3 Office of Systems Design and Development Staff

• 3 Office of Automation Support Staff

Initial Training Conducted for the Usability Team in

*

* 1 u/y4

Figure 8

We asked that team to develop a plan on how we were going to introduce usability into software

development at Social Security. So they began their initial training in October of '94 and were

promptly given their first assignment. Now I know that you've heard things that you want to do

when you first get involved in usability and I'll bet these are not the things you think of. We were directed to evaluate a major software release. It was legislatively driven. The timeline

could not be changed. Congress wasn't going to go back and say, "OK, Social Security, you can have some more time." The software was already in validation but my boss said, we're going to hear about it so I want to hear now as opposed to waiting a couple of months. Another piece of

information about the application is that we had a working piece of software that performed that

same function but it performed it for a different group of users and they had different naming

conventions. They had a different workflow. They had different requirements, but we had that

basis software and we said, "We can do this. We can make these changes and make it available

nationwide." Well, like the comedy and drama, the little masks on here; it really seemed to us

like the best of times and the worst of times.

It was a wonderful time in terms of our learning experience and finding out ways we could

improve the software, but it was the worst of times in terms of our relationship with that project

team. They did not receive us warmly. They did not want to hear about things that we found and

we went through some pretty stressful meetings with them to show them, to explain to them the

things that we found. So our first finding is not a surprise. This is not the way we recommend

you start in usability but that's what happened to us so we can't change history. And early

involvement is essential to the success. We had a very difficult time being thrown in at the back

end of a project and of course there's a need to recognize the different user needs. You can't just

take one workflow, one operation procedure in one place and say that's going to apply

84
First Experience with Usability

Directed by Associate Commissioner to Evaluate:

• Major Software Release

• Legislatively Driven

• Software Already in Validation

• Targeted for a New Group of

Users 1

Findin gs:

How Nflt to Start in Usability

Early Involvement is Essential for Success

Need to Recognize Needs of Different Users

... Very Dedicated Project Team Incorporated

Improvements in a Subsequent Maintenance Release

That Has Been Well Received

somewhere else. It didn't work for us. But on the happy side, in the end we did identify a lot of

useful information for the project team and we did convince them to implement a subsequent

maintenance release which had a very quick turnaround. That maintenance release has been very

well received and we consider that to be a big success even though it was painful along the way.

What is the current status of usability at SSA? I like to think that we've "recovered" from that

first experience. We've sort of convinced people that we don't want to do it that way but that

there is a lot of benefit fi-om introducing usability early on in the life cycle and throughout the

life cycle. We've completed six training sessions so there are about 120 people at Social Security

who have been trained in the basic understanding of usability. We've conducted a number of

evaluations and are continuing more. Here is one particular example to sort of give you a balance with my earlier example. We had a mainframe system, it was a small system but it was

something that everyone would hit every time they tried to get between applications. We went

Figure 9

85
Current Status of Usability at SSA

• "Recovered" from the First Experience with Usability

• Completed Six Training Sessions

• Completed Evaluations on:

'4 Mainframe Applications

- 2 Client/Server Applications

• Conducting Evaluations on:

- 4 New Mainframe Applications

- 2 New Client/Server Applications

• Developed Memorandum of Understanding

Figure 10

through three iterations with the programming staff and made some improvements each time.

The first time we had users look at the system, they threw their hands up in the air and said I don't understand what I'm supposed to do. How do I get to where I need to be and in the end

we've implemented the system in pilot in mid January, so it's been there about six weeks and

we've gotten very positive feedback from the pilot. In fact, we have no recommendations for

improvement in this particular piece of software which I think is pretty phenomenal. We're also

in the process of developing a Memorandum of Understanding which hopefully will be signed

next week between the operations component and the system's component laying out our rules

and responsibilities, laying out the process for usability and our future plans.

We're working on some specifications for a usability lab. We have a facility, a Model District

Office where we continue to do our usability work but we don't have a lot of the automated

support that we'd like to have so we're in the process of doing that. Of course we have some very

tight budget times right now and Social Security is one of the agencies that does not have an

appropriation yet, so we don't have a lot of money available, but we're putting together

everything we can in the meantime. We're working on putting together some style guides and

some processes for including the developers in determining the style guide standards. We're

continuing training and working with informal methods of meeting with project teams and with

staff meetings with our senior managers. We're also looking at some remote testing. We have a group of employees in Auburn, Washington, who have assistive devices to help them use our

86
software and instead of the expense it would take to bring in that expertise to bring in that

equipment, we're lookin are also developing a Test Case Library and perfecting our data analysis

Future Plans for the Usability Team

Usability Lab

Style Guide

Training

Remote Testing

Test Case Library

Data Analysis and Presentation

Staff

Figure 11

and presentation techniques. I think that one of the things we found with our earlier experiences

is actually providing the data to the team and to our managers to convince them that the changes were needed. We're continuing with staff development. I'm looking forward to bringing in some

additional staff although right now of course we have a hiring freeze so I'm not able to do that,

but I do have a commitment fi"om my boss that in the future we will be able to increase staff in

the usability area. That's where we are at Social Security.

87

Focusing on Usability

at the

Federal

Intelligent Document Understanding

Laboratory:

A Success Story

Theresa A. O'Connell

PRC Inc. 1500 PRC Drivt MS5S3

McUaiuVA 22102

7Q3-5S6-10S2 (PRC)

oconneUjeri9pre.eom

Vernon: 29 November, 1995

Control No. FIDUL-960009

Federal IDU Laboratory

Tysons Inumational Plaza It 1921 Gallows Road. Suiu 800 VUmia,VA 22182

703,827-2220 (HDUL)

ioconn4U9idulab.gov Mtnl OU LMbOfWtery
Ms. Teri O'Connell, PRC

Focusing on Usability at the Federal Intelligent

Document Understanding Laboratory

What I am going to be talking about today is how the Federal IDU Lab came to focus on

usability testing. There are two parts to the Federal IDU Lab. There's a research section and

then there's also a testing and evaluation part. I'm part of the testing and evaluation section. The

FIDUL mission is to test and evaluate what we call "Intelligent Document Understanding

Technologies".

FIDUL Mission

• FIDUL Mission - IDU Testing &Evaluation - "First of a kind" integration & demonstration

• Original emphasis on functional testing

• Focus shifted to usability

'^^^ 2 F0d»m IDU Labontafy

Figure 1

These include things such as (at this point) optical character recognition, machine translation and

document detection. Most of the products that we look at have something to do with foreign

languages so we come across a variety of writing systems—Chinese traditional and simplified,

Arabic, and Cyrillic. We also come across some unusual operating systems such as Chinese

Windows. We see products that are at the very beginning of their development cycle and then

we also have people walk in the door with products that are completely shrink wrapped. We test and we evaluate to help the government make decisions on continuing the research or perhaps on

buying these products for use in government offices and then later there is an expectation these

products will also go out beyond the government. When the original RFP went out for the

testing and evaluation part at the FIDUL, there was no mention of usability in it. The original

emphasis was on functional testing, on performance testing, that type of thing. However, this

focus shifted to usability.

90
So, what I'm going to be talking about today is a double success story. First, I'll tell you how we

successfully participated in this shift of focus and how the FIDUL is successfully practicing

usability, testing and evaluation. We'll talk about how I first had to sell the idea to PRC

management and then how it fell on very fertile ears. We were very lucky in that the government

sponsors knew all about usability testing . But, when they began to buy into having this be the

focus, we had that same message that we've already heard about earlier today, sure do it, but no

extra money. Do it in the existing budget. Do it within the existing facility, and by the way,

make sure you stick to the original objective of the lab, and, of course, we want this done

according to the scientific method.

Buy-in from AU Stakeholders

• Middle management buy-in - Usability testing saves money for developers & consumers - Scientific findings validate testing process

• Upper management buy-in - Usability is not just "value added"

» Relevant & rigorous scientific process

• Consistent methodologies

• Repeatable processes » Metrics-based findings - A unique, practical and "can do" focus

• User buy-in - Listening to end-users - Acknowledges user importance - Users drive test tasks & test materials collection - Users can have an impact

3 Ftdtnl IDU Latontory

Figure 2

Now when I talk about buy-in from all stakeholders here remember this is a double success story so Figure 3 shows more than our strategy, it also shows the benefits that we are actually

experiencing right now. The FIDUL came into existence only 6 months ago, so these things

have been happening very, very fast for us, as we work with developers and consumers. The first thing I had to do at PRC was to get that middle management buy-in. And you notice this is a

rather strange way. I go from middle management to upper management to end users. I did that on purpose because this in real life was the way that I saw it, having to sell the idea of usability

in real life is the way I see us having to solicit user involvement. We always go first to middle

management. They get the OK from upper management and then finally we get to talk to those

end users. I had to convince the PRC management that usability was a good idea. I had to talk

to the people who were going to be managing this project and I also had to talk to other people

who were on the team. I found myself talking to software engineers and to computational

91
linguists who have a very definite idea of what usabiHty testing was. It was smoke in mirrors. It was a waste of their good time, and we really shouldn't even be talking about this, but OK, we

will politely listen to you.

I started by doing briefings and honest to goodness I really did have a slide in my first briefing

that said, usability testing —or science to start there. And the answer to that was of course

science. I found that by pushing this as a scientific method with scientific findings, that would

actually validate the testing process, I was able to open their ears. When it came to upper

management, I had to show this was more than added value, because you have to remember we

had already won the contract, and they already had a very good idea of what they were going to give the government. We were going to give the government what we had talked about in our winning proposal. We had not talked about usability so before they would even let me talk to the

government about usability, I had to prove to them that this was something that we needed. I had

to demonstrate a relevant and rigorous scientific process. I had to show them that my

methodologies were consistent. I had a notion in mind of things that could be repeated over and

over so that I could get consistent results that end users and that the developers and that the

customers would be able to depend on understanding and knowing what kind of things I would

be talking to them about. Most of all that these findings would be metrics-based. I had to be

very "can do." I had to show them we can do this without having to buy lots of equipment. This

is a benefit. This is not a burden.

Finally, we got to the point in each of our projects when we were talking to users, getting the end

users to participate. There was an automatic buy-in firom end users. There never has been, so

this was something that we had to work on and we worked on it first by listening to them. With

every single project that we do, we start by going to their offices. We start by sitting down with

them at their work stations, talking about their needs, their expectations, not only for the products

that we are testing, but overall, their hopes for the future. So we started by listening, this means

doing the requirements analysis based on what we hear fi*om our end users. Well, this sometimes

gets us back to middle management where they tell us, "There's no such thing as an end user. You're coming here, you're talking about a system where you start with a piece of paper in

Chinese and you end up with something in English. Nobody has that. There is no end user for

that."

So we tell middle management, "Well, you know the way that we got the idea for this system

was when we were testing Chinese OCRs, they told us, 'you know the ultimate beneficiary of

this product is not somebody who speaks Chinese. It's not even somebody that normally does

optical character recognition. It's an analyst that speaks English,'" So, obviously we could see

'

that there was a need here for machine translation for something to help these things get

translated a little bit faster. We were able to go in and sit down and we talked to middle

managers and they say, "Well, you know so and so over there needs to have Chinese to English

translation. Go talk to him." We have identified a potential end user. This is a very big step for us because if we need to start with end users, we have to identify them even when the product

that we're going to test has never existed, when those people have never heard of it, when they've never even dreamed of it. We found that we have had wonderful success doing this, and as the people at the FIDUL started

to really buy into usability, they wanted to have these users places where they never were before.

92
For example, we had actually brought end users to a government factory acceptance test. We've

been able to bring them in and have them talk to the developers and explain to them things that

we in our reports and with our charts and all of our reports could not convince them of For

example, we had to develop our optical character recognition system. This system translates, so we brought in our end users and we tried to tell them when they see "translate" they are not

going to understand that we're talking about translating from a TIF image to a text image. These

are people who think of translating as from language to another. So I told them this, but the head

of the project would not listen to me. I brought end user number one in. "What does translate

mean to you?" "Well, that's when you start in Chinese and you go to English." He still didn't

believe it. I brought in end user number two. "What does translate mean to you?" Well we did

it, by two end users. We didn't have to go back and bring in more end users, so there is a benefit

there to them.

Objective: Meaningful Data from

Real Users

• Usability goals track to FIDUL mission

• Is the product usable? - Empirical behavior captured

-Measurable performance expressed in quantifiable

data

• Is the user satisfied? - Subjective input expressed as quantifiable data

How can the product be improved? - User feedback

lllllllll

Fmitnl IDU UJiontory

Figure 3

We did something that had never happened to these end users before, we acknowledged their

importance in the development process. We acknowledged their importance in the decision

made by people who never had any contact with them as to what products they are going to be

using in their work place. We showed them that they can drive not only that fmal decision but

they can drive things earlier on. When we do our test plans, our scenarios are directly driven by

user input. They absolutely reflect what the users do. We had a very interesting situation by

letting the end users drive the test process. We also used materials taken from their own work

places. Going back to that Chinese Optical Character Recognition System, they reported

wonderful, wonderfiil accuracy rates. When we brought in our end users with their own

93
materials, those accuracy rates plummeted. It turned out no OCR system in the world can accommodate every character there is in Chinese. It's simply impossible, not even Microsoft,

Chinese Microsoft Windows can accommodate every single character. The characters that they

had chosen were not the characters that came up over and over again in the work place, in the

materials that the end users really needed to use so we were able to show that to them. They

thought they had a solution in place. They said well the users can build a dictionary. They can

build a dictionary that holds up to 20 characters. Our end users kind of went like this, "20

characters. Don't even start to talk to us until that dictionary can accommodate a minimum of 50

combinations of two characters each. That's what we need." We were able to show them this

will take care of this low accuracy scores and the end users could see they would have an impact.

Also, there's another reward that our end users get, we send a nice letter to their managers later thanking them for this time you gave us with your users. It was worth it, and they did a very

good job. This letter goes into their personnel files. So what is our objective?

Role of Anecdotal Data in a

Scientific Process

• Derives from documented scenarios

-User-focused feedback - Generated by users' needs

• Tracks to specific tasks during testing

• Explains quantitative data

• Identifies new areas for R&D

Ftdtnl IDU LMbontofv

Figure 4

Obviously, it has to track back to that final mission that we talked about earlier. Now when the

developers or when the people who tried to sell this product to the government come to the

FIDUL, they say "Look, this product goes, and does this," and we come back with two very

painful questions. We see how nice it goes, but can the user make it go? And number two, is the user satisfied with how he or she can make it go? In the end, we can show how these things can be improved based on user feedback. Now I have these pictures of this equipment around here.

Our very first test we did with a borrowed hand held timer and a borrowed tape recorder. In the

end after that test, our sponsors did go out and buy us all sorts of equipment. They really did see

94
the value of what we were doing so by starting off small and doing it with just a few very simple

tools we are slowly but surely working our way up to a real usability facility. We do not yet

have a place because when the original plans were done, there were no plans for a usability lab

but

there is a lot of talk about eventually having a usability lab. So we used a scientific process and

we obtained quantitative data. So what is this anecdotal data that I'm talking about here?

It's what people call qualitative data. I found that developers don't like to hear that word

"quality." It's very judgmental. This is what's wrong with your product, but then everybody

loves a good story, because when I first started talking about anecdotal data the reaction of the

developers was very interesting. We had been showing all the charts and all of the tables, all the

things that you usually do and I said to them, "Now, would you like m.e to share some anecdotal

data with you, ways that you can make these scores go up?" So it was like when Merrill Lynch

talks; the entire attitude changed. They leaned forward and they listened, and something magic

happened where we had a rather confrontational situation—this is your bad score, this is your

good score, this is your bad score—rather head to head confrontational. Suddenly we were

The FIDUL UsabUity Methodology:

Six Steps

• 1 Observed structured interaction - Think aloud - All use same user-defined corpus

• 2 Observed exploratory interaction - Think aloud - User provides own materials

• 3 Questionnaire - Structured questions - Open-ended questions

• 4 Interview

• 5 Record critical incidents - Discrepancy reports

• 6 Heuristic evaluation

Figure 5

partners. I was sharing with them ideas from real end users, experiences of real end users on how they could make their products better. Now this anecdotal data tracks back to specific tasks

during testing. It's collected while the users think aloud; it's collected in user questionnaires. It's used to explain the quantitative data, but it also does something else that is very near and dear to the hearts of our developers. Instead of looking at things as "this is what this product is lacking,"

Data i><^.o^^

1

2

3 /

4

5

6

Fedtnl IDU LMborwtory

95
they are able to go back to their sponsor, the government sponsor afterwards and say, "Look,

your end users, your government users say, 'This product needs this.'"

This was not in anything we originally talked about. This is a new area for R&D and they have

demonstrated a documented basis to go in and request that more R&D be done, and actually I think it's the other way. I have seen the people at the FIDUL say, "Ah, look, this did not show up

any place in the product when we first talked to the developers but the end users are asking for it. Developers, are you interested in this R&D?" Well, I think you can guess what the answer to

that is on the part of the developers: yes, they are. So we end up with this methodology. These

are things that all of you do but the thing about this is that this is a consistent and a reliable

methodology. These are the bare bones of our repeatable process, a definite place to start. We need this because when we started in June, we had no usability testers. Then we had one,

now we have two. I am very confident that very soon we'll have four. We started out with

absolutely no advisors. Now we are building this Advisory Board. We have people, good

people like Rex Hartson and Astrid Nielsen who are both here speaking to us today. We are building our team so we need a structure that we can point to and say this is what we do. The

aim was to be comprehensive but of course some tests don't use all of these steps, some tests repeat them. For example, when we're doing field testing, we do more than one questionnaire.

When we take this method and use it, for example, in a test where we actually bring people into

the lab to drive a product or when we go out to their place, an end user can really get through this

in less than one day, in five hours which is a very attractive thing to middle management.

We start with a structured interaction and think aloud. During the structured interaction,

everyone uses the same corpus, the same set of test materials. This corpus is developed starting

with materials that come from the work place. We collect quantitative data on things such as

error rates. Also the time that it takes to initiate a task and I say initiate a task because we have

to be very careful that what we're measuring is not the power of these exotic operating systems.

We have other people in the lab who do that functional end performance testing. Then we go on

to what we call observed exploratory interaction. This is simply test driving where we sit back

and don't interact with the end users as much while they think aloud and test the material, their

own material that they brought in addition to our test corpus which is completely and entirely

from their own individual work places trying to get the system to do things that they want it to do. The questionnaire has those structured questions which will generate quantitative data and

open ended questions which we use to collect what we're calling our anecdotal data. This is followed up by an interview. An interview is very important for us because so many of the

products that we use are foreign language products, so many of our end users are not native

speakers of English. Some of them feel more comfortable speaking on a one to one basis than

they do in writing down answers. We do everything we can to elicit as much information as possible from the end users. Through all of these steps we record critical incidents. Critical incidents are anything that

impacts the way the user interacts with the system. We write these up in what we call

discrepancy reports and then we have a Board that meets and we rank these problems so we can go back to the developers or to the people who are selling us the product and say look, this is the

most important thing that you have to fix and this is based on end user feedback. Also we do a

heuristic evaluation of the interface. This is based on comments from the end user and on our on

96
expertise as usability testers. So the bonus is that by focusing on the end user, we get a methodology we can use for a variety of technologies, a variety of writing systems, totally

independent of any platform and which meets the final goals. Our pay-off is that we've met the

goals plus we get a meaningful assessment of the product maturity and its suitability in the work

place.

Pay-off: FIDUL Goals Fulfflled - Plus.,

• Meaningfiil assessments of - Product maturity - Product suitability in the workplace

• Constructive user feedback for product improvement

• New R&D areas identified

• Contribution to systems integration of IDU technologies

• Exposure of technology to real end-users

• Buy-in from stakeholders for new IDU technologies

• Realization that IDU application can meet all specs and

requirements but still not be a useful application

• Conclusion: usability T&E is necessary and beneficial

Monf UHJ LMbontory

Figure 6

We have constructive user feedback for product improvement. We've identified those new areas

for research and development. We've also been able to contribute to systems integration of IDU

technologies. We've come up with ideas based on end user feedback for systems that start with

paper and end up with document retrieval systems and incorporate machine translation. We get

buy-in fi-om stakeholders for technologies they had never heard of before, stakeholders being not

only those end users but their managers. All of this grows out of the realization that these

applications can meet all the specs and requirements, but we demonstrated that they can do that

but still not be useful. The conclusion is that this testing is necessary, it's beneficial. It's a worthy focus for our testing and evaluation and we ended up with a situation where we have a

Federal lab which is using usability criteria as a basis for making decisions on continuing

research or purchasing products.

97

'TIGERS" Human Engineering Methodology

i/ifnr B a Tiweer eomfttny TIGERS

Tactical Information GUI Engineering

& Requirements Specification

A Successful Usability Enginssring Methodology:

Teaming Industry and Government in the Development

of the NATO Seasparrow User Interface

Daniel Wallace & John Dawson

Vitro Corporation

D«v*lop«d undsr US Navy eomnels: N00024-S1-C-5133 k N00024^-C-5402 (NATO SMtp.wrew)

N60921-93-D-A142 (A(>vtnc*d Imtgratwl Electronic W«r<«r* Systom • AIEWS)
Dr. Daniel Wallace, Naval Surface Warfare Center

TIGERS - A Successful Usability Engineering Methodology

This program is called TIGERS (Tactical Information GUT Engineering & Requirements

Specification). The importance of each element of the specification was chosen specifically

because we are dealing with tactical information systems. We developed this usability

engineering process for combat systems. We have engineered the graphical user interfaces and

specified the requirements specifically and objectively so we have a means of tracing the

requirements from start to finish to ensure that all of those are successfully integrated into the

end product. TIGERS was developed at Vitro in collaboration with John Dawson, a systems

engineer and Barbara Rostosky fi-om NATO Sea Sparrow Project Office. I cannot emphasize

enough the importance of having a good government sponsor who will force the contractor

developing the application to implement the recommendations coming from a human factors

engineer.

Introduction

Problem

• GUI* design is often left to an isolated software engineer

• Post-MIL-STD/COTS acquisition environment has left a procedural vacuum for assurance that the system HMI is usable

• Commercial standard ASTM F 1337-91 defines products, but does not

articulate the process or the tools necessary to execute it • There exists no official tool set to define operator HMIs

Solution

• Provide integrated team of software, system, and human factors engineers, and subject matter experts (SMEs)

• Adopt a structured, top-down engineering approach (ASTM 1337}

• Document the approach taken and decisions made (OSDs**, Matrix)

• Validate effectiveness of process (Review, Workload, & Usability)

We Define a Proven, Low-Risk/High-Payoff Process

Applicable to Virtually All Systems Engineering Efforts

'GUI > Gnphieal User Inlwfae* "OSO > Operation*! S*qu*ne« Diagram

Figure 1

Often the development of graphical user interfaces is done by an isolated software engineer.

(Figure 1 ) He knows how to code the system to accomplish a particular task but he is

100
systematically different from the end user. We have also found that the post MIL-Standard

environment has left a bit of a procedural vacuum. There was a commercial standard mentioned

earlier in this symposium, ASTM F 1337-91, which defines products that are important in a user

interface development process. The products, however, do not necessarily address the process or

the tools. Our solution to this was to provide an integrated team of software engineers, system

engineers, and human factors engineers, as well as a core group of about three subject matter

experts who we worked with closely from requirements all the way through usability testing.

r

'TIGERS" Human Engineering Methodology

i/itra S a Tneor oomptny

Software Engineers as GUI Designers

Software engineers differ systematically from the

population as a whole in their understanding of the

graphical user interfaces (GUIs) they design:

• Software engineers process information, or think, more analytically than the typical operator (structure)

• Software engineers execute processes more in terms of production

rules than the typical operator (execution)

• Terminology used by the software community has systematic

differences in meaning and connotation (terminology)

• Software engineers have different expectations of system

capabilities (system model)

• When a software engineer (or anyone else) becomes a 'system

expert', he or she maintains a biased perspective (experience,

stake, & interest biases)

• The system will always be 'usable" to the designer (intimacy)

These differences can translate to usability problems If not addressed early and In a stmctured approach

Figure 2

This figure (Figure 2) describes how software engineers differ from software users. These

differences occur in how they structure a problem, how they execute their system model, their

intimacy with the system, etc. All determine how they design the interface and are all ftmdamentally at odds with the way the end user is going to be interacting with the system.

Another issue is the acquisition environment. (Figure 3) We have increasing pressure to use commercial off-the-shelf (COTS) technologies and products. We have strong impetus to reduce

staffing while at the same time, enhancing the capabilities of these systems.

101
The system we are using as an example is the NATO Sea Sparrow Surface Missile System. It is a self-defense missile system currently in the fleet that is basically a Navy version of the Patriot

self-defense missile used in the Gulf War. The system is being redesigned to move from a

B a Tneoreemptay

Acquisition Environment

Within tfie Navy's major tactical system acquisition efforts there is an emerging paradigm characterized by:

• Integration of emerging technologies and COTS

• Reduction in marviing levels

- Increased levels of automation

- 'Supervisory Control" operator models

- Management by negation

• New and enhanced capabilities (more assets to manage)

• Transition to a software defined interface, and the recognition of a need

for revolutionary, not evolutionary re-design of HMIs

For example,

• Reduction in supervisors from 3 to 1

- Increase in assets for each

supervisor to manage (2 illuminators and 1 launcher to 6 and 3 respectively

• Increased combat system integration

AIEWS

- New, special purpose sensors

- New countermeasures to manage

- Multiple decoys

- Increased integration with 02

These requirements can be met if supported with

clearly articulated expression of those requirements

in an unambiguous, tool-supported fonmat.

Figure 3

102
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SS1^* Tnar cemptny B

TIGERS" Human Engineering Methodology

ASTM F 1337-91

ASTM F 1337-91 Identifies the following "Human

Engineering Activities" that shall be part of the

human engineering program:

• operational Requirements

• Mission Requirements Analysis

• System Requirements Analysis

• Function Definition

• Function Allocation

• Equipment Selection

• Human Engirieorinjj System Analysis Report (HESAR types I & II) • Gross Task Analysis

• Critical Task Analysis

• Human Engineering Design

• Studies, Experiments. Laboratory Testing (element level)

• Test and Evaluation (system level)

The process defined here supports in whole or in part

each of the activities identified above

Figure 4

r

s • Tnareompmiy

Top-Down Engineering Approach

Although there is greater initial usage in assets,

in the long run, a top-down approach:

• Is more cost effective

• Has less risk

• Is more adaptable

• Reduces system testing

• Is more integrated

' FiDin: Elmwm ot Syitwns Antlyss. Gora & SliAb*. 1963

Figure 5

103
TIGERS" Human Engineering Methodology

•^gjfg^'

Elements of GUI Development Process

• Functional Requirements / Operator & Mission Level

• Process Overview

• Functional "Thread" for each Functional Unit

• Operational Sequence Diagrams

- Decisions

- Data

• Extract Display and Control (D&C) Requirements & Define Human

Engineering Principles Associated with each D&C Requirement

• Traceability Matrix of Display arxl Control (D&C) Requirements

• Workload Analyses

These articulate the HMI definition to the degree

necessary for review, validation and adjudication

Figure 6

dedicated console with push button indicators and a rather clunky interface to a dual color work

station with a graphical user interface. ASTM 1337 (Figure 4) articulates some of the activities

and products that should be developed and to support this effort have been implemented in our TIGERS process.

First, we are very much committed to a top-down approach (Figure 5), engineering approach. A

user interface like any other software needs to be designed in a disciplined engineering fashion

more science than art although clearly there is an art aspect to it. Note that the problem with a top-dovm approach, however, is that it is heavily loaded initially for investment but funding

schedules tend to follow the bottom-up (see chart) curve.

104
i/itra a Incor oomitmy

Mission

Requirements

Overview of GUI Development Process

Operator

Requirements

Threads

Description of task: •Current v

• Proposed

OSDS

Identification of f urwtions

• Decisions

• Data 1

D & C Requirements

^ I Guidance j,^

Transfer to Matrix Develop Detailed — OSDs

Track Design

(& Compliance)

Usability

Testing

Update Guidance

I

Update OSDs & Design

Specifications With Actual Design - Provides a Record of HMI

Figure 7

Some of the fundamental elements that we deal with in our process and that we applied to Navy

Sea Sparrow are outlined in this chart (Figure 6). We started very early with the functional

requirements from the project office level. That is, asking the question, "What do we expect the

system to do?" The project office vision was rather simplistic: no reduction in functionality that

we currently have. As engineers, we had to articulate the functional requirements by bringing in

subject matter experts and asking how to translate this into a prehminary specification or an "A

Spec." The subject matter experts were asked about expected functions and what the utility of

each function was. Next we articulated an overview of the process, at a very high level, just on two sheets of paper. We took this to the fleet and reviewed it, to validate that these were the

anticipated functions. As soon as we got validation at that level, we were able to create a context

or a functional thread for all of the tasks that we anticipated for the operator. Once again, this

was reviewed by the fleet which modified it and identified the tool that we needed to actually

develop operational sequence diagrams. From those, we generated articulated the decisions that

the operator had to make and the data required to make those decisions. We applied guidelines

from the human factors literature to create the display and control requirements to facilitate the

execution of these tasks by the operator. These were placed in a traceability matrix and workload

analyses were performed.

The overview chart (Figure 7) shows the GUI development in relationship to the requirements

development process.

105
TIGERS" Human Engineering Methodology

1V/fnr 1 Tiwcer eompany

GUIs Are Provided to Support

DECISIONS

Decision-Based Philosophy of GUI Design:

Adding a disciplined engineering approach to an

area that has traditionally been more "art" than science.

Figure 8

The philosophy driving all of this is to recognize the operator's role as the design is developed.

This is especially important in this case for a real time combat system. The interface is there to

facilitate the making of decisions. (Figure 8)

The operational sequence diagrams (OSDs) are made up of task units (Figure 9) where we

identify the decision or function to be performed, articulating explicitly what the cue was to the

operator that something needed to be done. This is not necessarily an external event. It may be an internal event, but we identified all events explicitly. We did this by once again going back to our subject matter experts and asking what information they look for to make that decision. The

format they expect that information to be in, and then generated the control requirements that were necessary.

Here (Figure 10) we have the interaction or the actions that the operator is performing with the

interface itself. The task, the data requirements and response all go into the format options.

We can fold this information back into our OSD's now (Figure 1 1) with the actual display

elements that are going to be used by the operator. This is a very useful tool, because once the

OSD's are developed we can take them to the fleet again for feedback are being made and what

information is being sought.

106
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Operational Sequence Diagram Tasic Unit

a • Tnoet company

Decision or Action Cue Information Control

Function » Requirements Requirements

f

Function to psrform I ^ f Obs«fve... \

I or decision to bo mada I "I (ApproprtatB display) J *

Information neaded to make decision & controls

to initiate action

Figure 9

We were able to get validation from the fleet (Figure 12) about the tasking and display.

The workload analyses are described in the next set of charts (Figures 13-17). It is based on the use of a tool that assesses the tasking interactions as well as usability testing with representative

operators. The analysis also includes a determination of task suitability for automation or human

control.

107
TIGERS" Human Engineering Methodology

r

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Display Format Options

( Function to partorm ^ [

I or dadsion to ba macto I [Af ObMfva ... [Appropriata display]

TASK

inlormatJon naadad to maJta dacision & control*

to Inltlata action \ /

DATA REQUIREMENTS

RESPONSE

Data Display

Format Options

Figure 10
r

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Function to parfonn

or dacislon to b« mad«

ObMTV*

[Approprlat*<ji»play] & extract rsqulrW

intofmation

Figure 11

109
TIGERS" Human Engineering Methodology

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-y/gfgfgf Sample Operational Sequence Diagram — J Jneor oompany

Figure 12

(intentionally blank)
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• Tnooreomotny

Application and Usage of OSDs

• OSDs provide "System" process definition

- Reviewed and validated by user (fleet) representatives (Ongoing)

• OSDs support identification and derivation of D&C requirements

- Primary driver for workload analyses

• OSDs provide a yardstick for assessing emerging D&C design(s)

Provides tool for evaluating the D&C design process

Figure 13

The traceability matrix (Figure 1 8) is an important part of this process because it forces us to

articulate explicitly what the requirements are, what drove the requirements, where they have

been allocated in the interface, how they are utilized by the operator, whether they are a transient

function, on call, or full time. The matrix also includes the principles associated with

implementation and any software trouble reports or software requirement specification

references.

(Sample Traceability Matrix is blank in proceeding per speaker.)

Here is an example of a traceability matrix that we used for NATO Sea Sparrow. What is important is being able to trace every single requirement, show where in the interface has been

implemented and how it is going to be used. A programmer can then take this matrix and

pictures that we use in design guidelines, and actually code an interface that has already been, in

part, validated by the users by going through this process.

With respect to usability testing (Figure 19), after we had done this iterative process using pieces

of paper and mock ups, we, just a few months ago, took the prototype system to the fleet with

representative operators. We used 10 operators with representative scenarios. We collected

these measures.

Ill
The approach in the interface was accepted or validated by the fleet and we were able to get a good collection of specific recommendations that we could then take back to Raytheon who was

coding the interface. Here are some sample recommendations. (Figure 20) Also, we taped the

sessions to show to some of the developers. Note that we had some of the Raytheon

representatives there at the usability test with us and they became some of our greatest

champions as we were going through the negotiations of the final design specification and it was

very effective.

We have a matrix showing how our process addressed each of the ASTM requirements.

(Figure 21)

In summary, see figures 22 and 23.

TIGERS" Human Engineering Methodology '

"ygfpff Workload Analyses

ae J Iracar company

Workload analyses help ensure that the defined interface will support the operators as intended and expected

• Planned as a computer-based effort driven by OSDs

- Allows assessment of parallel tasking

- identifies interactions and conflicts

- supports 'what IT analyses

- validates allocation of functions between operator & system

• validates allocation of data and controls to human information processing channels

• Validated through realistic, structured usability testing with representative operators

• Primary candidate for computer-based workload analyses is the Workload Analysis Aid (WAA) tool

Figure 14

112
s t Tfteerrmeamptny WorMoad Determinants

Stimuli (Scenario)

Tasl< Unit c

Task Unit |-»^Task Unit

Task Unit Task Unit

Task Unit

Task Unit

• How Often?

• How Long?

• How Critical?

• Which Infomiation Processing Channels?

• Which Output Channels?

Figure 15

113
TIGERS" Human Engineering Methodology

s

Figure 16
H >!» 4H bn iin

t iKC <>«i»ulr-.>

115
TIGERS" Human Engineering Methodology

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Automation Analysis

I Human or Automation? 1 1 Human or Automation? 1 1 Human or Automation?

Stimuli (Scenario)

Tasl< Unit Task Unit Task Unit

] Task Unit \

^\ Task Unit|-» >

Task Unit

Task Unit

• How Intensive?

• How Definable ("Finesse" or "Rote")?

• TInne Constraints?

• Appropriateness for Human/Computer Processing?

• Workload?

v.

Figure 18

116
( \

-^gfg^ Traceabiiity Matrix Allocation

• Enter all defined D&C requirements in Traceabiiity Matrix*

• Add 'derived* requirements as appropriate

• Fill in matrix to reflect

- "A-spec" requirement

- allocation to SW / HW / human

- fufKtional areas requirement supports

- needed full-time', transient, or "on-call" ; (F,T,0)

- human factors principle (guideline reference)

- irnplementation in interface

• STR (as appropriate)

- SRS reference

- etc....

Figure 19

117
TIGERS" Human Engineering Methodology

—1^a Tncer company Sample Traceability Matrix

Figure 20

(intentionally blank)

118
r

Usability Testing

I • Tneoroomfmf

• Representative operators (1 0 Rre-Control radar operators)

• Representative scenarios

• Relevant measures:

- time to initiate task (salience)

- time on task (efficiency)

- time on task (effectiveness)

- frequency of errors

- type of errors

• preference data

- critical incident analyses

1/10/lt

Figure 21

119
TIGERS" Human Engineering Methodology

-^gfpff

Usability Results

• Operator acceptance of approach validated

• Data required by operators was (mostly) validated, but location of that information was sub-optimal in some cases

• Implementation of certain display elements needs re-engineering: e.g.

- radar cutouts should be displayed on the map display as a default

- contrast between land and sea was too great on tiie map display

- operators desired to "hook" a target from the engagement schedule

- operators desired to Iwok" a target from any alert pertaining to that target

- auditory cueing for critical alerts is needed for salience

- some actions mat are required from the operator on the basis of a critical alert should be executable from that alert

- certain data fields that the operator has to enter in some forms can be autofilled with default or related data

- operators desired to have search return data displayed directly on their map display (to correlate with existing tracks)

- etc.... -1 60 distirtct design recommendations

Final design specification agreed to by both contractor

and Government human engineering activity

Figure 22

120
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121
TIGERS" Human Engineering Methodology

-tfgf^f ' Application and Usage of Collateral Products

• Requirements traceability matrix provides mapping of system

requirements (A-spec) to D&C elements, human engineering

principles, display implementation and, ultimately, the SRSs

• Matrix reflects articulation of HW / SW / Human function allocation

• Guidance document provides design parameters for Design Agent

- Not necessarily desian requirements

• Recommends optimal display principles

- Provides 'compliant' implementation

Primary tools for tracking, auditing and

documenting the D&C design process

Figure 24
s « Tneer eompmty

Applications for OSDs

TRAINING ACTIVITIES

DOCUMENTATION ACTIVITIES

MAINTENANCE ACTIVITIES

COMBAT SYSTEM INTEGRATION ACTIVITIES

COMBAT SYSTEM OPERATIONS ACTIVITIES

Figure 25

123

sadiiitv Enqineering in Europe

Nigel Sevan

NPL Usability Services

National Physical Laboratory

Teddington, Middlesex

TWllOLW, UK

Nigel@hci.npl.co.uk

Tel: +44181-943 6993

Fax: +44 181-977 7091
Dr. Nigel Bevan, NPL

Usability Engineering in Europe

OK, let me begin by telling you what I'm doing. I'm head of the usability group at the National

Physical Laboratory in the UK. It's a pretty similar organization to NIST, except we have been

doing work in this field for a long time, around 20 years, so we've built up quite a bit of expertise

and in particular we have developed methods for usability specification and measurement. I'm

also involved in a number of collaborative European projects. There is funding in Europe to bring together research organisations and industry working on precompetitive collaborative

research projects, and it's one of these projects (MUSiC) which funded us to develop usability

measurement methods. I'm currently involved in new projects to disseminate usability

information in Europe, and I will use these to illustrate some of the European prejudices to

usability.

While we are waiting for other people to arrive, why don't you tell me a little bit about what

you're doing.

126
MUSiC

Measurement of Usability in Context

MAPI

IMUSiC'Assisted Process Improvement

INUSE

Information Engineering

Usability Support Centres

RESPECT

Requirements Engineering and

Specification in Telematics

Bmn NPLUMMKyStntDU 2

Figure 1

[audience responds]

Sevan: Good. First of all the European legislation which impacts on usability. Some of you

may be familiar with this—^the European Commission Display Screens Directive. It is implemented as health and safety legislation in European Union countries. This primarily deals

with hardware ergonomics: the keyboard has to be adjustable, no reflections on the screen, your

chair has to be comfortable and the desk has to be the right height. In addition to these

ergonomic issues, it requires that systems are easy to use. I think that in Europe we just have a

great respect for standards compared to the US. Organisations respect legislation intended to protect the health and safety of office workers. International standards on ergonomics provide

the foundation for these regulations. If an employer complies with ISO 9241 (Ergonomic

requirements for office work with visual display terminals) they will also meet the requirements

of the legislation.

Being involved in the development of international standards myself, I have got the impression

that that the last thing that the American industry wants is international standards. The European

127
legislation could be said to outlaw the use in offices of command-line operating systems like

DOS which do not implement the principles of software ergonomics.

For UM from «wly in dovctopmont:

Usability Context Analysis Guide NPUHUSAT

• the guide to Identifying key characteristics of users, tasks and the technkuil, physical and organisatk)nai environments in whk:h a product will be used.

For uMr-bSMd svaluatkm of prototypaa or tanplwiMntad ayatama: Performance measures (observed usability) NPL

• Performance Measurement Handbook

• DRUM software (Diagnostic Recorder for Usability Measurement) and handbook

User satisfaction measures (perceived usability) ucc

• SUMI (Software Usability Measurement Inventory) questionnaire and handbook

• SUMISCO analysis software

Measures of cognitive workload (mental effort) TUD

• SMEQ, TLX questionnaires & handbook

Figure 2

Female: So the practice though, how does that work?

Bevan: It's actually mostly a matter of large organisations doing their best to comply with the

legislation. It would only be likely to get to court if the worker's health was impaired. This is quite possible if badly designed software and working practices led to some form of repetitive

strain injury. It does indicate a willingness and interest in Europeans trying to legislate for these

areas. There's also of course a lot of interest in the use of standards in Europe.

128
ISO DIS 9241-1 1 Guidance on usability

Usability: The extent to which a product can be used by specified users to achieve

specified goals with effectiveness, efficiency

and satisfaction in a specified context of use.

Effectiveness : The accuracy and

completeness with which users achieve

specified goals.

Efficiency: The resources expended In relation to the accuracy and completeness

with which users achieve goals.

Satisfaction : The comfort and acceptability of use.

wn NPtUMMHyl«nlm 4

Figure 3

What I'm think I'm going to do is briefly talk about some of the European projects I've been

involved in and the influence they have had on the development of standards. The first one was

MUSiC (Measurement of Usability in Context). This ran from 1990 to 1993, and helped develop

the ISO 9241-1 1 standard for usability which I edit. It defines usability as "The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency

and satisfaction in a specified context of use." This is a very broad approach to usability. MUSiC

developed tools for measuring effectiveness, efficiency and satisfaction, and even more

importantly developed Usability Context analysis for identifying and specifying the context of

use of a product - the details of the users, tasks and environments.

129
« Demonstrate the value of MUSIC as an

investment In usability - long term inveslment

« Apply MUSIC in a wide range of industrial

applications

- internal systenis - public access terminals - products

incorporate MUSIC earlier in tlie life-cycle - plan for usability eevly In the lifecyde

Nlt Un>l» S«WlOM

Figure 4

This put Europe in the lead for usability measurement, and this is a topic which is the US has not

yet caught up with.

I'm also responsible for two projects, INUSE and RESPECT which have set up a network of

European Usability Support centres to transfer information about usability to European industry.

I'm also very interested in bringing together usability and quality in those projects. For those of

you not familiar with the ISO 9126 standard for software quality characteristics. This is used

both here and abroad to provide a structure for defining and measuring software quality. It defines usability as the properties of a product which make it easy to use. This contrasts with

Usability which is seen as a quality objective in ISO 9241-1 1 . In this broad view usability means

that people get the job done effectively, they get things done right and they get things done

efficiently and they are satisfied - they enjoy doing it. Effectiveness and efficiency are very close

to productivity as a business objective.

So there are actually two complementary approaches to usability: usability as a user interface

issue is only one contribution to usability as effectiveness, efficiency and satisfaction. To

achieve that requires that not only is the product easy to use, but also has to have the right

130
functionality, be efficient (has an acceptable response time) and is reliable. Thus its actually a high level quality objective. So what I have done in the software quality standards ISO 1 4598-1

(Software product evaluation) and ISO 9126-1 is define quality in use as the combined effect of

all the quality properties when a product in use. This is actually the same thing as usability in ISO 924 1-11, but its more appropriate to call it quality in use in a software engineering context.

Country Organisation Application

UK Inland Revenue Usability in the ilfecycie Sweden Ericsson Usability in the lifecycie Sweden AMS Usability in the lifecycie UK Lloyds Bank Improve process guidelines

Gennany Berlin States Museum New public access terminal

Italy SOOEI Improve public access terminal

Netherlands Cyco Software B.V. Document management system

Figure 5

Female: How much of the interest in this in Europe comes out of the general more labor

orientation?

Bevan: Scandinavia puts a great emphasis on participation of workers in the design of new

systems. So they go further in seeing satisfaction with the use of a system as an essential

prerequisite, while in most of Europe satisfaction would be more important as a potential

indicator of a problem which might lead to lower productivity. Overall ISO 9241-1 1 is an economic view of usability which is very consistent with business objectives. If you go to the

South of Europe you lose sight of usability altogether. It's a mute topic in the South, though we

have got some small usability consultancies fi-om the South of Europe involved in our INUSE

131
project. In general I think the U.S. has been a bit ahead of Europe, except in the area of

quantification and proceduralisation of usability, which fits in with the more formal approaches

in Europe.

It seems that there is more emphasis on user centered design in North America. Another

standard I'm involved with is ISO 13407 (Human-centred design processes for interactive

systems) - this relates the concepts of usability and user center design. Usability at one end is about testing products once they have been built, whereas user center design is about building in

usability throughout the design process. Its also a matter of maturity. Organisations start with

usability, and as they acknowledge the problems, they realise they have to build in user-centred

techniques earlier in design.

An area which is important in Europe is an emphasis on quality, particular probably in the UK,

where ISO 9000 registration is very important. I think it's difficult to do business in the UK

without ISO 9000 registration. One thing we contributed in the MUSiC project is how to integrate usability with a quality system. MUSiC allows usability to be specified and measured.

It can then be a quality objective in the ISO 9000 quality process, and this is mentioned in ISO

9241-11.

What I will say finally and this is that as far as I'm concerned usability in the product is synonymous with a very high quality objective - that the product works in the real world with

real user needs. If you can actually quantify these in an objective fashion then you can introduce

them to a quality system and they can be part of the software engineering process.

Male: Using that word quality I found software engineers they don't use it in that same sense. When they talk about software quality they talk about a different kind of approach to quality.

Sevan: Absolutely right, which is why quality in use has been defined as a higher level

objective in the software quality standards. It means as soon as you buy quality you also buy

usability. It seems to me to be a very effective argument for making usability as we understand it the prime objective of design!

Female: Did you say there was a draft of that user center design?

Sevan: That's right the draft of ISO 13407 is being copied.

Downey: It will be on the table. Thank you Nigel.

132
Using Usability

resting to

WTa Manage Risk

I^^S User Interface Engineering

User

' Carolyn Snyder

Interface "^^^^^kT

Engineering ^^^^^^^^^
Ms. Carolyn Snyder, User Interface Engineering

Using Usability Testing to Manage Risk

User Interface Engineering is a consulting firm based in the Boston area. We do a lot of work

with development teams that want to build more useable products. A good deal of our work is in

industry, either on commercial products or internal productivity tools. We also do some work

with government agencies and educational institutions. The techniques presented here have been

developed and refined with a lot of different types of products, everything from touch screen

kiosks in a shopping mall to spread sheets to molecular modeling. We really have had a chance

to get a good cross section of development. We also do training and a little bit of independent

research in our spare time on topics of UI design that we find to be of interest such as Wizards.

This presentation refers not just to commercial software but also to internal productivity tools, so whenever you see the word "product," feel fi"ee to substitute "application" or "interface" as

^^^^rototyping and Usability

Testing

A means for managing risk

Do not require an actual, working

product

Tools for specification or proposal

development

Figure 1

appropriate. Earlier presentations discussed some of the reasons for doing usability testing so

this presentation is not going to focus on the why but instead on the how for prototyping and

134
usability testing. It is a means for managing risk and I think some of the earlier presentations

discussed some of the risks in development.

You know a big obvious risk: are we developing the right product? We have worked with

design teams that did testing and found out they were developing the completely wrong product.

One of my favorite commercials of all time was the Bud commercial where the cave man says,

bring me a light and this guy goes scurrying off fur clad savage and brings back fire and says

here it is, here's your light, and he says, "That's very nice, but I wanted a Bud Light," and that

kind of thing happens all the time in product development. With judicious use of prototyping

and usability testing (Figure 1) you can discover: are you building the right thing? Are users going to be able to use it? Can you deploy this without incurring higher training costs or support

costs? etc. This discussion is about about how you can address these questions without having to build a product first.

The Costs of Development

Early changes are cheapest

Costs rise sharply once implementation

starts

Biggest cost: building the wrong product

Figure 2

Here is an illustration about development costs (shows slide with increasing slope); our

universal trend chart which we use for everything. This is the percentage of number of

Republican Presidential candidates. Here's the average annual snowfall in Washington, DC.

135
Here's development costs over time. Think of this graph as representing a product life cycle

where at the left the product is a gleam in someone's eye and on the right is the end of a product

life cycle, which is the point where the last user died. Sooner or later users die do die, and then

you really get to start over again, we hope not because of anything your product does. The

questions is, "At what point does this curve really start to shoot upward?" The horizontal axis is time, the vertical axis is cost associated with making a change to a product.

At the first customer shift or first release of a product the cost is escalating. (Figure 2) Even

farther back, where do the costs really start to escalate? Even before integration testing? At

requirements stage costs are already escalating.

In all those areas, there are costs associated with making changes, but it's when implementation

starts that those costs really start to go up. Once you've written code or started documentation of

something, that code or that documentation takes on a life of its own and it becomes much harder

to change things, once you've committed actual development resources.

So, what you want is a technique that will allow you to explore changes to the design back earlier

in the specification stage before changes affect a lot of work that has already been done. The

strategy is to do this as an iterative process (Figure 3) in the area of greatest risk.

Managing Risk

Identify the area(s) of biggest risk

Gather data

Determine if you are "on course"

Revise the plan and product design as

needed

Lather, rinse, repeat

Figure 3

136
You know for example for a legacy system, where you're taking maybe a character-based system

that was developed in the sixties with cobol programmers that have been maintaining it for 30

years, and you are moving to a graphical user interface such as Windows. You have people that

have been using the old system for a long time so one of the big risks is that users are going to be

able to have the same level of productivity or greater without increasing training costs. As

consultants, when we work with teams, we help them figure out what the areas of risk are. Then

we can go out and test it, build something, get some data, get some measurements, and based on

what is learned, decide what changes are needed. Then, revise the plan and continue that process

until time runs out. The more iterations you can go through the more of the risk of a product can

be managed.

Usability Testing

A way to gather data

You don't need an actual working

product

Choose a prototyping method that

provides - minimal effort to implement - a way for all team members to contribute

Figure 4

The purpose of prototyping is to get the maximum feedback with the minimum amount of effort so whatever the kind of prototyping that is chosen is looked at accordingly. Our finances suggest

that you actually do not need to develop something that runs in order to get a lot of good data

about the usability of the end system. (Figure 4) So, you need to look at the amount of effort to implement a prototype. A lot of prototyping methods that are software-based, require a programmer or some programming skills to use the tools. That can become a roadblock to ideas

137
making it into the product. A way for people to contribute that takes a minimum amount of

effort is often a paper prototype.

Rapid Prototyping Methods

Warning: What you are about

to see is counter-intuitive:

The fastest prototyping

method we have seen does

not use a computer!

Figure 5

Several earlier presentations referred to paper prototyping. (Figure 5) It is a method that is gaining more and more acceptance among practitioners. Instead of making a running version of

a product is you literally put all of the screens on paper. For usability tests of a paper prototype,

we usually test with the two users at a time, you get twice as many data points for tests that way.

Users work on the tasks that we have assigned them using the paper prototype. A typical

dialogue from a test session (short video shown):

Male: This is so leading edge that we're going to be working apparently with a system that we

haven't had any time to write any code for yet, so the entire prototype is going to be in with a paper cut type. Trent's been through this once and he survived. The guy to my left here is going

to play the computer and he's going to make TSO seem fast. Male: We're running windows, here we got something like a 186. We will step through it. What we're looking for here is we're trying to figure out given these ideas we came up with a rough interpretation of how we get the functionality. Instead of investing in a lot of code,

shifting and then finding out, no one can figure it out, we're trying to find that out early, figure

138
out why people can't find out so what we're looking for are places where the product seems to work and places where it doesn't seem to work and we cHcked on associated Hfe cycle.

Female: Could I ask a question?

Male: What would you do next given this screen?

Male 1: Selected stage —

Male: Selected stage —

Male 1: I would click on entry first, I would highUght entry.

Male: That was an important message by the way. It was like OK. It was stored on a disk far

away. (People talking, not audible)

Male 1: I would try to take V.

Male: (Inaudible)

Male 1: And then this stage.

Male: Right.

Male 1: OK, then I would come down here and I would select test and I would say new system.

So here we go. (Inaudible) learning 186.

139
^^^^^r ^ ^

The Basics of Paper

Prototypes

Developed using common art materials

A large cardboard rectangle or flip chart

paper forms the screen

Use separate pieces of paper for each

drop-down menu and dialog

Entire team participates in creating and

refining the prototype

Figure 6

j jj

I Male: So you would create a system mainframe.

I

i Male 1: Right, so I would say what's this project that you're working on.

!:

j Male: TCS how's that? (Inaudible)

I Male 1: We have a better TCS system, the customer says that.

I

i Male: How's that?

\\\\ Male 1: We've got a system in here. At this point I would hit help and see what he's talking

1 about, who needs is going to be able to at the system level,

j.n!

:h

%

140
^

stupid Paper Prototyping

Tricks

You can "fake" almost anything in the

interface: - Interactive widgets (sliders, grayed

buttons, drag and drop)

-Data

- Help systems - Even video!

People take it seriously -- the feedback

you get is real!

Figure 7

The product that was being developed, this tape was made at about 3:30 on a Wednesday

afternoon and the product did not exist Monday morning. We got the team together, came up

with a preliminary design and were testing it and getting user feedback in just a couple of days.

Another thing to note. They were laughing about, "oh, it's a learning 186; it's adaptive

technology." That came up because one of the usability issues that they found during the test, the developer who was right there in the room grabbed a pen and literally changed that particular screen and problem solved right then and there.

As you can see, we make paper prototypes (Figure 6) out of art materials—for example, shirt

cardboards taped together. A paper prototype for a spreadsheet that we've used for some

development has input on separate pieces of paper, in this case this is the data contents of the

spread sheet, so that once the user opens the spreadsheet you would just set that data down and a person plays the computer not explaining the interface, but behaving only as the machine would.

The entire team can participate in creating an refining a design, not just programmers, but a

technical writer, marketing, management, users themselves can all contribute to the design.

141
Usability Testing With A

Paper Prototype

Give users written tasks to accomplish

Developer(s) play "the computer"

- Manipulate the elements of the interface - Simulate the behavior of the system

Users interact with the prototype - Use their finger as a mouse - Write "typed" input in pencil

Change the prototype after each test

With paper prototyping and a little imagination you can simulate anything (Figure 7); we have

done video, with Polaroid photographs, we have prototyped animated tutorials, with props,

physical pieces of hardware that we've incorporated into the prototype. Here are some samples

of the different ways we simulate some graphical user interface widgets. This is for a system for

printed circuit board test equipment. The user is clicking on a button. A rectangle is on a piece

of transparency. We use that for highlighting. The dialogue that comes up and the user clicks on

something, it becomes highlighted. The buttons were gray until the user clicked on something

and now he's putting down dark versions of the buttons. Double clicks, the changing captions

say "running," because he's just launched a process. A dialogue box that has a radial button and

the dark circle there is on a piece of removal tape so the users can click on a different option.

The user clicks the OK button. A dialogue that has a scrolling list of options in it. The user can

pick one of them. In this case, the two lines in that dialogue box were file names that the users themselves had entered in earlier so here they are seeing their own data actually reflected in the

interface. Even high level managers will take this seriously; they are drawn in and engaged and

do provide realistic feedback. In that first example, a user had a question about whether version

control was supported and this was something that the team wasn't even attempting to prototype

at this point and what they found out from that test was that there was something that needed to

m m

'i Figure 8

142
be in the requirements that was important to users. Again, this is a way to manage risk, to find

problems in the early stages.

^^^^rototyping Methods:

Paper vs. Electronic

Paper Prototype Electronic Prototype - Does only fair at - Can provide a

product "look" polished "look" - Conveys product - Simulating "feel"

"feel" quite well takes extensive

programming

Figure 9

The prototype changes after every test. (Figure 8) Sometimes even during a test in response to what you learned and teams have been able to make substantial changes in just a few iterations

with a paper prototype. We've had cases where we come in, do the first usability test and find

out that the system is a complete failure. Users cannot use it or hate it or they cannot get their

work done and the team will be able to make some changes from one test to the next that make

the difference between failure and success. We have seen teams completely redesign their

product literally from 4 o'clock in the afternoon until 1 0 o'clock the next morning. They've made

enough changes that they are able to fix a lot of the problems. A lot of times they are small

things. Changing a word on a button can make a big difference or just realizing these two

screens always come up one right after the other. Why don't we put them together. You can make those sort of changes very quickly in a paper prototype.

The common question is, "Aren't there already prototyping tools on the market that let you do

this kind of thing, for example Visual Basic?" Someone that knows how to program might say I can do this same sort of thing in Visual Basic, what's the difference?

143
II 1 l|JIIW>CI LliJIld Ul

Look and Feel

"Look" issues are often less risky - Relatively isolated, may not affect code - Can be done later in project

"Feel" issues are more critical - Riskier, require more work to change approach - Tackle as early as possible

^^^^

Figure 10

If you think of an interface in terms of look and feel, the visuals of a product, for example, do all the buttons line up, the colors that you're using, that sort of thing, and the feel matching the

behavior, does it match the workflow, is it responding appropriately to errors, or even better is it preventing errors? With a paper prototype, the look is crude, hand drawn. We don't use nice

straight lines and all that sort of thing and you don't need a lot of artistic ability. Paper

prototyping conveys the product feel and the behavior very effectively so users can see what

actually going to happen. In electronic prototypes you can have something that looks very nice.

You can have 3-D buttons, etc. but in order to simulate the feel can require extensive

programming. An earlier presentation listed test-related development costs, close to $35,000.

With a paper prototype you avoid a lot of that cost, you don't have the programming that's necessary to really make one of those electronic prototypes do the right thing.

In terms of look and feel (Figure 1 0), the feel aspect of a product is typically where the risk

resides. We have yet to see a product that failed because it had bad icons, for example, where the

bitmaps were off. A bigger issue is whether you need toolbar icons at all and what sort of

functions should they include. And the look related issues are easier to change a bit later in the

project life cycle without incurring lots of rework or development costs. Therefore, you want to tackle the feel issues up front and the paper prototyping lets you do that very effectively.

144
1 01 Uses For

A Paper Prototype

Usability test with users

Communicate product concepts to others

Use as input to specifications and

proposals

Figure 11

Paper prototypes are not just for usability testing. (Figure 1 1) Once you've had a chance to develop a prototype and refine it with some tests, and we typically do this with about four tests and we get users for each test so there are eight data points, we have found the biggest problems,

and we also have the paper prototype and design. The prototype itself can be a very effective

communication tool for other people working on a project or as input for a specification.

You don't necessarily want to put this in a RFP, but in a requirements spec or an interface spec.

A paper prototype gives the designer a chance to experiment and define the key elements. The

paper prototype can also be used to show how the system is supposed to work.

It is an effective way to communicate how a design is supposed to look. For example, we have

videotaped walkthroughs of prototypes and sent them to development teams that were in remote

locations. Sometimes you have one group that's doing the specifying here and somebody else on

the other coast who's actually doing the development and this was one medium for

communicating, especially people who could not attend the test.

145
How Do Organizations

React?

Using Paper Prototyping and Usability

Testing:

-The "technology barrier" vanishes - Developers and users from all disciplines can

collaborate - People are more flexible - they have less

invested effort to "defend" - Many organizations end up going directly

from paper mock-ups to code

Figure 12

A common question is what happens when organizations adopt paper prototyping. (Figure 12)

Surprisingly, the technology barrier that existed previously between the software engineers and

other members of the team vanishes. You have a rnulti-disciplinary team that can now

effectively collaborate on the design of an interface. (Figure 13) Another benefit is the

flexibility to change something. It is much easier for people to just say, "OK, we'll change after

10 minutes of work," as opposed where they have spent weeks or months working on a

prototype.

Discussion: When can you start using paper prototyping?

Paper prototyping is effective often when you're at the state where you're trying to develop a spec

or if you have an existing spec and you want a quick early mock-up. Once you have an idea of

some requirements is a good time to start doing paper. We expected when we first started using

this is that people would do some iterations on paper, get the big bugs out, then go to an

electronic prototype and get some more of the bugs out and then finally start coding. What we

found was you can find enough of a high risk things. So, a lot of people go directly from a paper

prototype.

How often do you use paper prototypes?

146
This is the bread and butter of our consulting work. We do a lot of usability testing and probably

half of our projects involve paper. I have been doing this for about three years and my colleague

Jared Spool has been doing this sort of thing for many years. We do this a lot in a variety of

different disciplines. It is hard to gather statistics, because there is essentially no control. We're

not comparing with and without paper. With paper, we are continuously making changes but

because we have a way to measure, we have a way to tell if we're improving a design.

What does the development team do before starting the paper prototyping?

The development team defines usability requirements such as what the users must be able to accomplish these types of tasks in what amount of time and then we measure against those with

each design.

Summary

Use paper prototypes to test early and

often - Before investing effort in code

Explore areas of greatest risk - Make changes based on what you learn

Use tested prototypes as connmunication

tools

Figure 13

147
i
Conduct Usability Testing!

A Major Finding

from a Study of

Commercial Best

Practices

Dr. Pascal J. Gambardalla

Computer Sdmcfa Corpontion

3170 Falrvitw Park Drtva

Fall* Church, Virginia 22042 703^1-2248

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Dr. Pascal J. Gambardeila, Computer Sciences Corporation

Conduct Usability Testing! A Major Finding

from a Study of Commercial Best Practices

We have a customer who has been developing a system for six years. It's not quite out yet, it should be out soon. It would have been out sooner except when the user saw it they decided it was not good enough, did not satisfy their needs and was not as good as the existing system

which it's going to replace completely. And about six years ago for about a year, they did talk to

users. Within this system, I worked as a developer, systems engineer, performance engineer,

transitioner of the data and one of my last roles was systems integrator on the new system trying

to relate the new system to the old system. In all that time as an engineer/programmer, I never

really talked to users. Only when I got to the point of being systems integrator did I actually talk

to representatives of users, not quite the user yet but the representatives.

pC Topics

• Commercial Best Practices Study (completed January 1994)

Objectives and Approach

Usability Finding

Supporting Findings

• PRototype Improved Software Methodology (PRISM)

(completed May 1995)

Rationale and Objectives

Usability-rebited PRISM principles

PRISM Pliases

• Summary

2

Figure 1 Now in this project, they realized they had a problem. They decided that when the system finally

went on-line they wanted a different way of doing business. They wanted a different

150
methodology. They sent us to find out how the commercial world develops software. On a four

month tour of the country which led us to California twice, to Texas, to Boston, we did just that. The first part of this presentation is a discussion of the commercial best practice study we did and

its findings. Our intention wasn't to find out about usability. But that's what we discovered after

the process. I will discuss the findings we had about usability and also about supporting findings

that are important in context. This was in the fall of 1993 and we finished our study in January,

got it unclassified by April and distributed. After that, the government spent time with the

TIGER team. We then put together a development methodology based on these best practices,

delivered in May 1995. I will point out where usability engineering comes in. The government wanted us to discover how these commercial companies determined customer

needs, how they are capturing document requirements, how they validate requirements, how they

develop software. They were concerned about upgrades and how to select among the various

different methodologies to develop software. Other issues are how to tailor methodologies to different companies' needs, situations and cultures.

These figures (Figures 2 and 3) describe the objectives of our commercial best practices study.

We talked to eight companies, we did interviews, we taped the interviews where we could, and

we taped after the interviews. We conducted research before the interviews about each company

to understand its culture. We then produced a study and summarized our findings. After our

interviews, we sent the companies back a 1 2 page report on what we thought they said. All but one company gave us feedback, and we went through several iterations to ensure a good

understanding of what happened.

IC Commercial Best Practices Study

• Govemment sponsored

• Objective to discover how commercial software

companies:

Determine customer needs

Capture and document requirements

Review and validate requirements

Develop software

Determine wiien and how to release upgrades

Select software development methodologies

Tailor methodologies to the culture and project

3

Figure 2

151
PRODUCE

STUDY

4

Figure 3

For example, (Figure 4) we went to Borland where we talked to the team that did Quattro Pro.

We visited Sun Microsystems. Most of what we learned about them is proprietary. I work for

Computer Science Corporation, but I work for the government part, and we had a commercial

arm that does commercial work, and we visited that and neither of us knew much about it, developing software for the commercial world so it was as if we were going to a different

company. We also went to Fidelity Investments, that part of Fidelity Investments that develops

in house software. We went to TI where they develop in-house software. We also went to Lotus,

Microsoft, and Oracle. The companies were selected on several criteria: who would talk to us in

four months; the type of work they do; whether they were developing software internally or commercially; and what types of applications they deal with. We wanted to get a wide variety

of applications. Note that this was in the fall of 1993, and many of these companies are parts of

other companies so part of what we learned then is probably no longer completely true today. At

that time, companies like Oracle had not really worked much with usability, but they were trying

to establish a usability lab. We also visited labs at Lotus, Fidelity, Maryland National

Information Technology Center. At UP Module Technology, we talked about user partnering

modules, a methodology for putting information on a computer to test user reactions.

We had several results presented in this figure (Figure 6) and, after we looked at the data, we

looked at the results in terms of the government's categories, gathering and validating

requirements, and doing upgrades. We found 10 related findings which seemed to occur

frequently. One of the findings that we thought significant is that it is important to conduct

usability testing not just at the beginning, but throughout the entire cycle. (Figure 7) Later in

152
CSC Interviews with Software Development Companies

OFFICE AUTOMATION

MULTI- PLATFORM

INTERHAL SOFTWARE

DEVELOPMENT

1^1 iOPERATING SYSTEM CONSULTING BORLAND

SUN MICRO

CSC CONS.

FIDELITY

TlLOTUS

MICROSOFT

ORACLE

7^

s

Figure 4

IC Lab Visits and Other Interviews

• Visited usability labs at: Lotus Development Co.

Fidelity Investments, Inc. Maryland National Information Technology Center —Usability resources now managed by Man-Made Systems

Corporation

• UP Module Technology, Inc.

Modules gauge users' reactions to software while they are using it The developer embeds dialog boxes, queries, and other means of ^ gathering user input

m

Figure 5

153
Summary of Study Findings

• Usability Finding

Conduct Usability Testing Throughout the Life-Cycle

• Supporting Findings

User Involvement is Critical

Solicit User Input using Multiple Means

Use Iterative Development Methods

Employ SmaUf Heterogeneous Development Teams

• Other Findings

Choose a Flexible Methodology

Provide a Supportive Management Environment

p Develop a Clear Vision

- • Must be judiciously employed; they do not guarantee

success

Figure 6

Usability Findings

Conduct Usability Testing

Throughout the Life-Cycle

• Providing early access to users helps ensure software

better meets the users' needs

Users input can influence interface and functionality

Users are best reference point for efficient software operations

• Catching errors early reduces the cost to fix the errors

_ 8

\ Figure 7

•[ I

'

'

'\

i h

154
this presentation, we show you how we put that into a methodology for the government. Some

of the findings that were expected but some that the government was surprised were based on

user involvement being critical to the effort. Here "government" refers to our particular client.

Soliciting user input, we discovered, was what the commercial world did.

Another finding which also supports usability is to develop software iteratively, employing

heterogeneous teams, composed of not just those developers, but testers and specification

writers. Borland had a technical writer in at the very beginning when they were defining

requirements so that the wording of the requirement would be clear. If the requirement was too

long or unclear, they had to rewrite it before they even started doing development. A flexible

methodology was also recognized as important, e.g., one for costs, or one for very rapid

application development or one for Oracle development. These findings we subjected to the

government were not. We briefed this study to a lot of different government agencies, especially in the intelligence

community and DOD 607. The major finding we had was conduct usability testing throughout

the cycle. I'm not going to say much of this, it has been discussed today but we felt and we

noticed that it was important that you have early access to users.

Usability Findings (cont.)

• Usability testing can assist

The developer find areas where software is hard to use The development team capture system requirements

Establish a Usability Laboratory (optional)

Provides valuable input throughout the life cycle

Developers gain valuable insight from active participation, lab

video tapes, and testers' notes l^Use any means available to conduct usability tests Paper prototypes

P

Desk-side usability activities User-Partnering (UP) Modules

Figure 8

We gave reasons why it was important, such as helping find areas where software is hard to use. (Figure 8) We also recommended establishing a usability lab. Of course, that's not the only way

to do usability tesfing or usability engineering and we discussed ahematives. Then we

recommended using paper prototypes and other means of usability tesfing. User partnering

155
modules and Borland did not do usability testing with labs or contractors. They just did their

work with in-house users, and observed users at desk-side. It wasn't a formal process at that

time.

Earlier we heard about critical incidents happening during usability testing. Here is an example

of something that really affected us and our customer. We went to Lotus Development

Corporation and we interviewed people about their software development envirormient. Then we

got a tour of the usability lab. Mary Beth Butler gives the tour and the user for the usability test didn't show up, so colleague of mine said he would do it, i.e, perform this test on a new version

of Lotus. So he went into a room with a one way mirror. Mary Beth, the developer and I are in

another room, and he has a microphone, and we are looking at him on two different screens. He

narrates describing exactly what he is doing and he could not finish the process. It turned out

that an icon should have changed when it went from one part of the window to another and it did

not. Because it did not change, he was confused about what to do next. This was a critical

incident for the developer.

Supporting Findings (cont.)

Provide Multiple Means of

Soliciting User Input

• User input is vital to the success of a software

development effort

Give users every imaginable means of providing input to

the developers

Expand help desk functionality

Identify and track trouble spots in software Evaluate frequency of feature nse

11

Figure 9

One of the important points that we mentioned earlier today is that user involvement is critical

for testing. (Figure 9) A lot of companies put users on the development team, including CSC. It was also important to get as many different means of user input as possible, help desks, focus

groups, user groups, E-Mail, as many as possible. (Figure 10) When we first presented this slide

(Figure 1 1) to our company before we presented it to the government, it took about 2 hours to discuss the importance of developing software iteratively. How do you do that in an

156
environment which, sometimes, is traditional, like Oracle development? But, it was critical and

it was a way of minimizing risk and we thought it was important to capture the requirements

throughout the life

Supporting Findings (cont.)

Provide Multiple Means of

Soliciting User Input

• User input is vital to the success of a software

development effort

y| Give users every imaginable means of providing input to

the developers

J Expand help desk functionality

Identify and track trouble spots in software Evaluatefrequency of feature nse

Figure 10

157
Supporting Findings (cont.)

Developing Software Iterativefy

Reduces Risk And Enhance

User Acceptance

Users see functionality sooner and develop confidence in

development process

Developers can correct system deficiencies quickly

\ Capture requirements throughout life cycle

Users' requirements change

Capture requirements for future enhancements

' Use prototypes

Define requirements or refine design

Elicit user input

Iterate prototype until users' expectations are met

12 Tigure TT

cycle. You want to develop software using the Oracle method, it is valid in certain cases and it is a lot of context, but with the Oracle method requirements you stop requirement development and

at a certain point you develop code. In the real world this does not happen. Requirements

development does not really stop; you just add more and more ECP's and enhancement until you

eventually you're ftirther along but you haven't got a product out yet. So we should say develop

iteratively, but give the user something of value in a fixed amount of time.

This figure (Figure 1 2) describes the importance of employing a small heterogeneous team.

158
Supporting Findings (cont.)

TESTtSS

More effective problem solving

QUALITY ASSURANCE

EXPESTS Easier to manage

• Heterogeneous teams provide the strengths of the

individual disciplines

Integrate testers into the team from the start

Ensures requirements are unambiguous and testable Testable requirements « usable requirements

Develop test suites with users during requirements

definition

The government wanted a way of doing business, so we gave them a conceptual and logical

methodology. Now this methodology (Figure 13) is based on CSC's catalyst methodology. Abut

the same but it is to a certain level and the government is implementing this methodology in a new facility they are building. We called it PRISM, Prototype Improved Software Methodology.

And the rationale (Figure 14) for this: we had some statistics about the current way of doing

business that you've been doing is it really working, and it was clear to them why it wasn't

working, but we also had some research reasons and the environment was changing. Users are

different. Many users are more computer literate. As they discovered, people cannot wait six to seven years for a new capability or new system.

We presented this methodology based on our best practices, and we wanted to give them a methodology that was team based with users no just participating at the end but from the very

beginning throughout the entire process. And the team is not just the users, it is the government

13

Figure 12

(Figure 15)

159
Figure 13

Rationale for PRISM Initiative

• Current way of doing business isn't worldng * 53% of all projects exceed their original budgets by 89%

Only 16.2% of projects are completed on time

American companies and the Government will spend —$81 billion for canceled projects —S59 billion for projects that exceed the original schedule

• Traditional methods do not address much of today's

environment

Software requirements constantly evolve

System development budgets fluctuate Users need capabilities n^w

Users demand systems that help the do their jobs better

- SWMa Ironi Tin SMndWi eraup. 19M IS

Figure 14

160
''M

;C PMSM

• Conceptual and logical model of a software development

methodology

• Government-sponsored initiative

• PRISM is derived from

Commercial Best Practices study

Commercial methodologies and CSC Catalyst**

• Catalyst"" is CSC's business change and system

development methodology

It

Figure 15

^1 C PRISM Objectives

• To provide a software development methodology

that

Uses team-based development methods —Government — Users — Customers

Shortens development cycles Increases user involvement throughout the life cycle

Reduces documentation

Provides for realistic and useful reviews

i Manages only what needs to be managed

Provides a more useful product more quickly

17

Figure 16
plus the customers. (Figure 16) The particular customer we had developed systems for their

organization but part of their organization comes to them to develop a system. We wanted to give them something that had a shorter life cycles and has user involvement throughout the cycle

and reduced documentation. We thought it was important to not have so much documentation

only the documentation that was needed.

CSC UsabiUty-related PRISM Principles

• An effective system must support the users

• Involve users constantly

Figure 17

Now I'll just go through and highlight how we thought it was important and how usability came

to be involved. For example we said an effective system should support users and it should

support them constantly and one way to do that is for them to participate in usability testing.

(Figure 17) Test early, don't wait until the end. (Figure 18) Test as you go along, have testers on the team as you go along. Have testers help write the requirements or be there to show that

the requirements are testable. Have usability tests. Many times in the government environment you'll come in and they'll already have a vision or they have an idea of what they wanted and they'll come in with just a spec. This is what we want

you to do in RFP. We thought it was important (Figure 19) to get the developers, the

programmers in early and help them with their vision about what they really want. Not only

develop the team, but build to a vision, use iterate development, develop useful documents. Use

a methodology, a single methodology that could work both with development and maintenance.

So we gave the

162
CSC Usability-related PRISM Principles(Cont.)

• Test the software as it is developed

Develop a little, code a little, test a little Catch errors early to reduce cost and impact

Developers test their code —^Unit tests —Integration tests Testers test the code —Integration tests —Regression tests —StressAf^olume tests Users test the applications

—Usability teste —^Acceptance tests

It

Figure 18

Other PRISM Principles

• Approach software development as a team

• Build to a vision

• Use iterative development

• Develop useftil documents

• Conduct useftil reviews

• Use a single methodology for development and

maintenance

• Evaluate all perspectives of change

20

Figure 19

163
methodology that had a phase in which they decided what the vision and strategy was, (Figure

20) had an architecture phase, sort of like a systems engineering phase, a development phase and

a deployment phase. For example, let me point out where usability fits in. In the vision and

strategy phase sometimes they might want to create a prototype, a concept prototype of exactly

what they want, what kind of system they want. It could be a paper prototype. This paper

prototype could also be a concept of operations. People in government they talk about concept

of operations, how we're going to operate, what the procedures are.

Vision and Strategy Phase

• Vision and strategy Woi1cshop(s)

- Undwstand ttw busliMss - UlKtefStUMlttW USM*

- O«v«(op Vtoion - Develop Cat* for Action - Montify ATMS of Focus - Crt«t» TrMWfonMtton Plan - Dovolop Strategy

• CONOPSWorkshop(s)

- Develop sconartos - Mentify how eyetem supports

usera In each scenario

•> Develop Concept Prototypes

Concmot Pmfofvmf

Figure 20

Now going down from the vision and strategy to the architecture phase, (Figure 21) it had two

phases. One was developing the architecture but one was gathering the needs and suggestions of

the users, what exactly do they need, what are the different ways of doing that and in the

architecture development part we'd prescribe a testing strategy document which included

usability testing and here would include looking at the usability requirements, what would they

be?

Here's a picture of that slide. (Figure 22) And it is important in the government, not as much in

the commercial world, to have documents that are permanent documents instead of temporary for

the particular project and how does what you're doing fit into those documents and we did that. Now in the architecture phase we had another component called needs analysis. How do you get

new requirements. How do you go about evaluating them, testing them and so we had a process

where for example the help desk might receive requirements with suggestions from users and

developers. A systems integrator, which is a role for the government, would take these requests

from the users and submit it to a formal board which could decide to accept or reject it. A paper

164
Architecture Phase

Provides foundation for all development efforts

Consists of tivo activities

Archhcctare Development —^Defines visions for each Business Area —^Develops Architecture Document

—Prescribes a Testinf Strate^ Doeumatt

Needs Analysis —Gathers suggestions and potential requirements —^Develops Case for Action for each —^Evaluates each against Vision and Strategy and CONOPS —Evaluates each for technical feasibility —Produces a set of prioritized, costed requirements —^Assigns requirements to release and development paths

Figure 21

Architecture Development Activity

Business Area Vision

Worlohop(s)

- Undcrttand tiw businws arM (BA) - Undwstand usws' p«np«ctiv«

ofBA

- IdwitHy princlplM, comtninta,

assumptions

Davalop Businass Area vision IT«**

• Architecture Document

- Dascribas rolas/responsil>ilitias - IdantHlas taciinical infrastructure - Spacifias systam and

davalopmant standards

Testing Strategy Document

- Broadly dascrlbas tasting approach - Providaa guidalinaa on usar and customar involvamant in tasting - Tailored for aach capability

Figure 22

165
Needs Analysis Activity

H«lp DMk racsivM and

logs suggMtions and

potential rsquiramMiti

SI and ussrs complsts

rsquMt and crsata Change Request Package

CRP Evaluation Team reviews

completed CRPs:

1. Accept

2. Reject

3. Send iMCk for more info

4. Develop ROM cost/scliedule

5. Conduct Research (may use a limited function prototype,

which may undergo usability

teaOog)

6. Develop CONOPS

User Group reviews

CRPs; is empowBTBd

to prioritize CRPs to

reflect user needs

Gov't and customer

develop release plan

26

Figure 23

Development Phase

• Provides multiple development paths for flexibility and

efficiency

• Starts with CRP; requirements are detailed as development

progresses

• Emphasizes testing and user involvement

• Performs usability testing of

User manuals (may begin in Architecture phase)

Training material including CBTs

Simulation and functional prototypes

m

Figure 24
prototype or a more substantial prototype could then be built. Then, the user group would

evaluate that and eventually it would be put into a bin where it would get prioritized later on for

research depending on budget.

These are our findings. The phases help to place them in an environment where they would be

useful and how would you use them if you did? How would you use these environments and

these concepts?

We, as a company, are not the development contact for this project, so we can't follow through

with this as I would like to. Again in the development phase once you've done that then you

would test the manuals in fact you might even test it earlier than the development phase.

Training materials including computer based trainings and any prototypes.

Again you'd be performing usability tests as you were developing them. Finally, when you

deployed to the field you might also want to test frequently by using a pilot site first and then to the field.

!C • Deployment Phase

• Completes the release process

• Consists of three activities

Integrating release into operational baseline

Developing transition plan to minimize impact of release on user Deploying release, user manuals, and training materials

• Involves users in

Transition planning

Usabilitv tests on user manuals and CBTs

38

Figure 25

Our major finding was conduct usability testing which really means to consider usability

engineering as a significant component of your development processor. Use iterative

development, having user access and involvement and soliciting that input through multiple means. I described how a year later we gave the government a way of doing this, a methodology

or framework for accomplishing this. The methodology was validated by an additional

government consultant.

167
!;!«!: Summary

• Usability-related best practices from commercial

companies

Conduct Usability Testing Throaghont the Life-Cycle

User Involvement is Critical

Solicit User Inpat using Multiple Means

Use Iterative Development Methods

Employ Small, Heterogeneoiu Development Teams

• Best practices must be judiciously employed

• Usability testing was integrated into PRISM

methodology

29

Figure 26

168
Usability Issues in

Complex Government

Systems

Dr. Donna L Cuomo

Jill Lynn Drury

January 10, 1996
Dr. Donna Cuomo/Ms. Jill Drury, MITRE

Usability Issues in Complex Government Systems

I'd like to start with a question. First of all, how many people had to fly in here from various

parts by show of hands? OK, those people who had to fly in, how many people thought about

what their air traffic controller was seeing on their display as they were landing? Chances are they had to pick out your aircraft from hundreds of other aircraft. Maybe just dozens, but still quite a few. They might have had to call up auxiliary information on the speed and heading of

your aircraft and look at the other aircrafts around you and maybe call up the flight plan. I bring

this up, because it is an example of a real time complex system procured by the government. We

all have a stake in seeing that this system and others like it are procured with user interfaces that

Outline

• Characteristics of government systems • 6 usability ctiaiienge areas in government systems e Some ideas to help resolve the challenges • Conclusions

AATTRE

Figure 1

help instead of hinder the users. So our purpose today is to maybe raise some awareness of some

of these issues relating to complex government systems and to spark some discussions that may

benefit the community. I will have succeeded today if you take away from this talk a feeling that

there really are some challenges out there in this area, but there is something we can do about it.

I would like to start by generalizing some characteristics of complex government systems that

contribute to their design complexity and then I'm going to talk about six areas in which there are

usability challenges and, finally, talk about some ideas that might help resolve those challenges.

Aircraft control systems are systems that have a very low tolerance for errors. (Figure 1) They

operate in real time. They may also have broad scope with hundreds of displays or hundreds of

170
business rules, what they call Standard Operational Procedures in the military. This also

contributes to design complexity. (Figure 2)

They might also support obscure tasks done only by a few people who are very highly trained.

MAM Characteristics of Govemment Systems Which

Contribute to Design Complexity

• Low tolerance for errors - May be a real-time system with low tolerance for errors, such as command and control, air traffic control - May be a non-real-time planning system with low

tolerance for errors

' • Broad system scope

- May contain hundreds of displays - May support hundreds of "business rules" or "Standard Operatlonai Procedures" - May be a very large information management systemfor

tracking people, services, parts • Obscure task dpnrains

AATTKE

Figure 2

The tasks may also be done by a vast number of people. For example, think of all the aircraft

maintainers that there must be in the Air Force or that may have to support people who are in

more than one service using the same product. There could be a lot of variability in the work

environment. The same product may have to be used in an aircraft, on the flight line or it may be

in a ship as well. All of these things have to be acquired using the govemment acquisition

process. I'm actually rather surprised that no one has really brought this up today as an issue

because I know that we spent a couple of CHI (computer human interaction) workshops, in 1 994

and 1 995 talking about the difficulties that govemment systems have in getting good user

interfaces, because of the government-mandated acquisition process. This process makes it difficult to pull in techniques already in use in the commercial world. The ideas from the

previous presentation that have been floating around the commercial world for a while, but they

are just now taking hold in the govemment arena. In this presentation we are concentrating on

the design complexity issue, but if you want to see a quick summary of some of the problems

involved in govemment acquisition in terms of their possible effects on user interfaces a good

reference is the CHI Bulletins of October 1 994 and 1 995

171
Figure 3 lists six major challenges related to just the fact of government acquisitions impacting

potentially your user interface development. They arise from the process that you might use when trying to acquire a usable interface. You see some of these same sorts of ideas in the Star

life cycle that Rex Hartson talked about in an earlier presentation example.

mm fmmCharacteristics of Complex Grovemment

Systems

• Extremely small or extremely diverse user population - Could have a small population of highly trained users - May have thousands of users receiving minimal

training - May support cross-service users e Variability In the overall work environment

9

• Acquired via a Government "acquisition process"

AAfTRE

Figure 3

172
Usability Challenge Areas

• Task donnain definition • User population • Display design • User's working environment • Development environment • Usability testing

Figure 4

So the first challenge area has to do with getting task domain knowledge. (Figure 4) It is universally accepted by human computer interaction people that you need to have a good feeling

for the tasks that the users have to do before starting to design or evaluate the design of a user

interface. In some government arenas, it is very difficult to get that knowledge. For example, I once was fortunate to spend time in a windowless bunker blasted out of the side of the mountain

in Northern Norway watching users, but I don't get that kind of access very often. Your average

HCI specialist is very familiar with office automation products, because we all use some kind of

word processor, maybe a spreadsheet, etc. They typically do not know so much about air traffic

control systems, air defense systems, or ballistic missile defense. The situation is even worse when these tasks are completely new. No one has really done things in quite this way before or

if they are classified where it's difficult to gain access. Also when you do get to talk with users they often talk about what they need in terms of the way they do things now and they may not

have a visionary view of what is possible because what they are doing now is very constrained

by 60's or 70's technology in some cases.

173
Challenge 1: Task Domain Knowledge

• Knowledge of task domain is criticai to usabiiity

engineering, but can be very difficult to obtain • The HCI specialist is not typically as familiar with the

government tasic domains as with commercial domains

- Would often have icnowledge of business automation

- Would not have knowledge of aircraft maintenance

procedures, space surveillance, air traffic control, etc. • The tasks may be completely new or classified, making it difficult to observe how users currently do similar tasks • Users tend to articulate future needs based on current

practices

i^urrenx praciice may nave consirainea use oecause or outdated technology - Users may not be aware of what is possible

AATTRE

Figure 5

It is important to get HCI specialists together in with the requirements definitions people and

with the contractors who have some good domain knowledge. (Figure 5) If possible, it is also

very good to visit users in their work space. If this is not possible, we suggest that you try to get access to simulations or training systems or handbooks of the users. If the tasks are completely

new, we suggest spending extra time with those people who are defining the requirements

because chances are they had to go to bat to get that system approved to begin with so they are a good source of knowledge. If possible, have them develop detailed operational scenarios. We

found that to be very helpful. Of course, the best thing is to have a user represented at work full time with the HCI team.

174
Possible Solutions: Task Domain Knowledge

^^^^^ • Involve HCI specialists from the outset e Pair HCI specialists with government/contractor domain

specialists • Visit users of legacy systems in their workplace - if difficult or impossible, gain access to the relevant

simulations or training systems • Obtain handbooks, "standard operational procedures,"

other documentation • If tasks/systems are completely new, spend extra time with

the organization who developed the requirements - Have them develop operational scenarios • Have a user representative work full time with HCI team

- Often this is not possible - Schedule regular video telecons for Q/A sessions

MTTRE

Figure 6

amm naaa

Challenge 2: User Population Characteristics

• User population may consist of a small specialized group

- E.g., one program had a population of 6 users - Extremely difficult to access

- Limfted time available • May be many groups of users with different needs

- E.g., joint service applications - Difficult to spend time with all groups, yet the product

must satisfy them all • User population may be thousands of non-computer users - E.g., formatted text messaging system

- E.g., aircraft maintalners • Users may not be enthusiastic about the new system

AATTRE

Figure 7
The second challenge (Figure 6) is very much related to the first one because as you examine the

task domain you are also looking closely at the users who are doing those tasks. These users may be very difficult to access if there's only a small group of them or they may be a large group

of users with many sub-groups having different needs such as somebody from the Army and Air

Force and Navy all trying to get onto the same program. Your population may also be thousands

of people who don't normally work with computers. In addition, it really doesn't help that a new

system or an upgrade to an existing system is mandated from above, because the user may not be

really enthusiastic about helping you define something for this new system because they are

Possible Solutions: User Population

• If access to users is limited, - Perform heuristic evaluations to fix obvious problems

and inconsistencies before user testing taiws place - Find "surrogate" users (e.g., retired military, ATC)

• Use creative ways to "meet" with users - E.g., virtual conferences • For multiple user populations - Schedule the time to meet with each group

- Decide how much tailoring/flexibility will be provided to

accommodate different group needs

• Versus changing processes/SOPs to be consistent

for all groups

MITKE

Figure 8

doing just fine as is.. What are some possible solutions? (Figure 7) We talked about some of

them just a couple charts ago when we said that you could try to gain access to their simulations

or their training materials if user access is scarce. I noticed earlier somebody was talking about

heuristic evaluations. For those of you who weren't familiar with this term before, a heuristic is basically a rule of thumb. To do a heuristic evaluation an HCI specialist just sits down and goes

through each screen one by one, it could even be on paper, and looks to see whether these rules

of thumb are being violated. For example, are there clearly marked exits? Is the interface

internally consistent? This minimizes user involvement, if you don't have much of their time. It could save them for more domain dependent problems or for more subtle problems. We also try to get creative in ways to meet with users. For the situation where you have multiple user populations there is something to discuss very early on and that is whether or not you're going to

tailor your user interface for the different groups so you have actually different versions or whether you're going to try to get the groups to come together and agree on some kind of

common standard operational procedures so that you can design knowing that everyone will

176
pretty much be doing business the same way. You just can't assume that people are going to be

doing business the same way. There are different types groups and it makes a big difference in

the way that you do business based upon which option you pursue.

So the third challenge (Figure 8) is the heart of this presentation, and there are several aspects to the challenge of display design. Complex displays may include map-based system with overlays

showing thousands of pieces of radar data, tracks, for example, showing storms as they move

across. You might have a list of many, many items of data or tables of data. Imagine all the

flight plans for the Washington area for a twenty-four hour period. You might also have to have

all the documentation for a system on-line so you can imagine how many pages that would be for a bigger defense system. Another challenge has to do with real time systems and how they

would need to capture the essence of what's happening in real times. Picture an operator who has

to see whether or not an aircraft is following it's flight plan. You need a graphical representation

of that aircraft. You also need another representation of the true path that the aircraft should be

flying on according to its flight plan, and you might also need a little box that shows where the

aircraft is expected to be in relationship to its flight plan that might be moving along.

Challenge 3: Display Design - Complex Displays

• Maps with overlays showing

-* Radar data - Trades (e.g., thousands) - Weather (especialiy storms) • Lists/tables which possibly contain hundreds of entries - Aircraft flight plans - Weather forecasts (e.g., wind speeds at different

altitudes, multiple forecast periods, temperature, etc.) • Documentation in on-line format - Tech manuals • Real time events

- Flight plan-to-tracl( correlation monitoring - intercept in progress

AAITRE

Figure 9

Here's another example of a complex display (Figure 9) where you see, in the middle, an

intercept in progress. You see this is where a intercepted aircraft is expected to be flying and this

where you might expect to intercept an aircraft that's moving along in time. You'll see here that

the operators for our air defense systems often ask for just a very simple map outlme. This is mtended to be a coasfline because they have to look at so many other pieces of data they don't

want a whole lot of clutter introduced by the map itself. In this particular example, there are seventeen tracks, seven radars, three other ground based installations, and three orbit points and

177
the intercept. Just imagine if you liad 50 or 100 tracks that are moving in here which would not

be unusual for a system like this. These tracks are also pretty well-behaved right now, because

you don't see them flying on top of one another at different altitudes. They can also be over

flying one of the radars, for example, and you would see all your symbology right on top of one

another. You'll have operators playing around with different magnifications to try to see what's

going on.

Complex Display niustration

Mm

Figure 10

Another aspect to this challenge has to do with just the sheer number of displays and the large

amount of functionality that many of these systems have to encompass. (Figure 10) Just the

sheer scope of it almost always means that it's not just one person who is designing the interface.

It's not just one person who is developing it. So once you've broken that up into different people

or maybe even among different organizations, maintaining consistency is a problem. It's hard fpr one person to conceptualize and design even if you have one person who is kind of designated as the overall person who tries to look at everything. It's hard to keep that all in your head,

especially when the requirements can be changing and fuzzy. This kind of system is all the more

difficult and time consuming to document and to prototype, even, unfortunately in a paper

prototype just because there's so much of it. Still, you need to do these activities.

178
Challenge 3:Display Design - E£fect of Number

of Displays/Functions

• Consistency is difficult to maintain - Deveiopment is often parceled among developers and

even developing organizations - DOD style guides do not contain sufficient detail - Commercial standards are useful but not enough

e Hard to conceptualize and design - Can be thousands of requirements

- Requirements are often ill-defined and changing • More difficult and time consuming to document and

prototype - Sheer number of displays and functions

e Importance of these activities Is increased, however

MTTRE

Figure 11

Challenge 3: Display Design - InsufBciency of

Standard GUI Objects/Interaction Techniques

• Common user interface techniques do not scale well for

complex systems, e.g.: - Very long list of choices in pull-down or pop-up menus

- Each choice may require a long text string

e Window management for real-time systems is not

automatically supported by commercial packages; e.g. nothing to prevent windows with critical info from being: - Covered by other windows

- Closed

- Moved off screen e Complex data entry is not easily supported

- E.g., fields whose legal values change depending upon

the values of many other fields - Makes prompting, validation, and feedback difficult

AATTKE

Figure 12
The third aspect of this challenge (Figure 3) has to do with the fact that many standard graphical

user interface techniques and interaction techniques do not work well in this context. Earlier

someone mentioned the fact that when you have some real time systems you may not have time

to pull down a menu. If you have hundreds of menu items there may be just too many to fit on a

pull down or a pop up menu. We have also seen names of individual menu items that were just

too long to put in a standard kind of menu. Window management for real time systems is not

often supported well. For example, if you've got the intercept in progress that I showed you on

the other chart and an information window popped up automatically on top of it, by the time the

operator moved it off or closed it the intercept could already have occurred unseen. When a user

is trying to enter data, that's sometimes a problem because the legal values for one field may

differ depending upon what is filled in for another field. So it makes prompting, validation and

feedback difficult.

Complex Field Relationships niustration

Figure 13

I've got an illustration of that in Figure 12. You see here that the active field is one of the

operation information set fields and that if this is filled in here then this field on the top of the

display next to EXCR, the exercise set, cannot be filled in. The rules get even more arcane if you

bother to read through some of those on that illustration, but I'm going to move on. Here is an illustration (Figure 13) of some window management going on. The window on the

bottom called Engagement Summary is sitting a little bit on top of a 3-D globe window that is showing a map-based display. That is allowed according to this system, but in the comer imder

"alert"—^that window cannot be closed, cannot be moved, and cannot be covered. One of the

things that's showing is the number of detected nuclear destinations. The convention used here

in fact is that the light blue windows cannot be covered up, moved or closed where other ones

with the gray at the top have more freedom on what they can do. The point of this is that this

180
181
Possible Solutions: Display Design

• Schedule time and allocate appropriate resources to

support the design, prototyping and documentation - Develope a user interface project plan - Utili2» a trained USi designer/human factors person • Develop/dlstilbute application^pecific design rules to

promote consistencif, e.g.: - E.g., left Justify titles, abbreviate 'nrack" as "tk" - Complets user interface design specifications needed • Hold requirements reviews witii usere, HCI team early on

- Discuss Interpretations of HClH^lated requirements - HCI team provides examples of approaches

-> Add requirements representative to HC\ team

MTTRE

Figure 15

kind of set up didn't just come right out of the box. You couldn't just open up your standard

Window Builder and get this kind of support in what you need to do. The point is you have to think about this for these kinds of systems.

So moving on to some potential solutions. (Figure 14) It becomes very important in these kinds

of systems to schedule the time and resources that support the design and prototyping that you

need and to have people who are trained in this area work in this area on the project. One thing

that helps is the developers or designers coming up with specific design rules to promote

consistency when multiple people work together. These little rules can seem really picky. For

example, always abbreviate a certain word a certain way or always left justify titles. But, you

need this level of detail. It is important also to hold requirements reviews with users and very

early in the process to discuss interpretations of requirements that effect human computer

interaction. To show examples of approaches to users so that users can express their preferences

in terms of the full range of what is possible. The human computer interaction team should

include a requirements representative.

182
Possible Solutions: Display Design

• Begin wJth early, broad-scope, low-fidelity prototypes - E.g., paper, "Wizard of Oz," HyperCard, or SuperCard

- Less work than more functional prototypes - Go to breadth/depth heeded to know whether design

breaks down under complexity e Controlled flexibility in window management

- Tailor objects to permit only acceptable flexibility when

performing window manipulation functions

AAITRE

Figure 16

We do advocate starting with early prototypes and so called low fidelity prototypes that are great

to start with as we talked about earlier. (Figure 1 5) Just going to the breadth and depth needed to be able to tell where the design breaks down due to complexity. We also advocate something .

that's called controlled flexibility in window management and that is getting back to the point of

looking at your windows carefully and only allowing the user to do that which is reasonable

under the circumstances. In other words, keep some windows from being closed or moved

according to the kind ofjob those windows are doing and what the users are doing with those

windows.

183
Window Properties Definitions

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Figure 17

Window Element Definitions

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Figure 18
Properties of windows need to be defined ver}' early on and everyone needs to be aware of

everyone on the development team and the design team needs to be aware of some of these

decisions that are made about windows, for example, whether they should be iconifiable,

resizable, etc. (Figures 16, 17 and 18 show some definitions of properties, elements and control.)

Window Control Definitions

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Figure 19

mm

Challenge 4: Users' Working Environment

• Working conditions play a larger usability role than in commercial systems; typically not an "office environment"

- Outside - in a tent - Wearing gloves

- In an airplane, stiip, or submarine

- Carrying tlieir computer

- On a noisy flight line • Implications for input and output devices, screen legibility,

si^ of overall system, etc.

Figure 20

185
Challenge four has to do with the user's working environment. (Figure 1 9) I think you can

appreciate that many government, especially military, people would be working in the non-office

environment, such as outside in a tent or flight line. These decisions should be made knowingly

and this information should be dispersed to the design team and the development team.

So these conditions just have to be taken into account, when the designing process occurs. We

advocate attempting to quantify your envirormient conditions (Figure 20) and just look at the

suitability of your various input or output devices in light of those conditions.

Challenge 5 (Figure 21) has to do with the development environment and we've heard a little bit

about this so far in terms of people having to use COTS in their development. The project may

also have to run under UNIX and Windows or maybe on workstations and personal digital

assistants. It might also have to use certain builder tools and unfortunately the look and feel of

the finished user interface may often be influenced by the builder tools. The style guides are out

there, but they are just really not detailed enough to provide all the guidance someone needs

when coming with the user interface.

Possible Solutions: Working Environment

• Attempt to quantify environmental conditions, e.g.: - Temperature range in degrees - Noise range in dBs

- Ligliting range in lumens

- Whether users' hands wdil be occupied, etc. • Map suitability of various input^output options to the

environmental conditions - May require *^ield tesT

- May require multiple devices

Figure 21

To mitigate the challenges of the development environment look at minimum configurations

such as designing for a twelve inch display, if that is the smallest display. Look at all the

platforms that you've got to work with. When using COTS applications, we advocate trying to find those that have interfaces that are customizable. When using an interface builder's tool, the

look and feel should be dictated by the user's requirements and not the built-in capabilities of that

tool. The most important point on this (Figure 22) is to maintain the user interface

186
Challenge 5: Development Environment

• Requirement for cross-platform applications - Under UNIX and Windows

- Cross-platform GUI development tools are often

limiting • Requirements to run on wortcstations or noteboolcs or

personal digital assistants (PDAs) • Mandate to use COTS products in finislied system

- Suite of recommended COTS products may have

clasliing user interfaces • "Looic and feei" is often influenced by builder tools rattier

than user requirements • DoD style guide issues • Number of developers/organizations issue

AAfTRE

Figure 22

mm

Possible Solutions: Development Environment

• Determine whether the platforms that will host the new

system differ substantially, e.g.: - Different set of input devices may be possible - Range of possible display sbces/resolutions may differ • Design for the minimum configuration - E.g., design for a 12" display if that is the smallest

display to be used by the system • When using COTS applications - Choose those with customizable interfaces, - Develop a consistent interface for the COTS application • lUlaintain Ul design documentation on-line so developers can have access to most up-to-date version

AAITRE

Figure 23
documentation, if possible on-line, so that everyone has access to a common, up-to-date version

of the user interface documentation.

The last challenge, has to do with usability testing. (Figure 23) We found that project managers

can find usability tests suspect if they didn't basically replicate key parts of the user's environment. For example, it is difficult to show how a user might use their interface under the

stress of missile launch. Flight line environment might also be difficult to replicate. Also, I found that managers of projects can sometimes be leery of usability testing, because they are

afraid that users are going to just Iceep asking for one more little change after another. They have

seen it happen on a few programs to date and want to avoid driving up the cost. People have also seen high fidelity prototypes that are very detailed that are very realistic take a lot of time to develop and cost a lot. It is also difficult to decide some usability tests to show what expert

system use may be like when these complex systems normally would take quite a while to learn

under the best of circumstances. With a brief test you may be showing more about how quickly

the user can be trained rather than how they will be working with the system every day.

Likability is when you throw up a couple of charts of screen shots and everyone agrees they are

pretty. It turns out that the colors would give them a blinding headache in two hours.

Challenged: Usability Testing

• Results of usability tests can be suspect if operational

conditions not replicated - Stress of a missile launcli decision - Environment of a flight line e Testing may encourage "requirements creep"

- User's temptation Is to ask for "one more change"

- Changing testing group population may exacerbate this - For this reason, project managers can be wary • High fidelity prototypes with scenario drh/ers take a lot of

time to develop if system is complex

e Difficult to design usability tests to demonstrate more than

"leamability" or "likeability" e Yet, due to system complexity, iterative testing is extremely important

AAITRE

Figure 24

Despite the fact that there are difficulties with coming up with good usability tests for complex

systems we really do feel it's important. We really do feel it is important and worthwhile. Leave

time in the schedule for testing with users, incorporating their feedback. (Figure 24) Of course,

this is best done when the program is just getting off the ground so you can have some input into

the schedule. We found that even just quick feedback sessions with users can really help and that

188
you don't have to wait for the book or the report to come out six months later, especially if the

developers are included in on the feedback session. They can really be thunderstruck at how

users have had trouble with their creation. Another way to get around the possibility of the

requirements—creating problem is to plan a fixed number of tests, make the users aware that

these times are when their input is needed and where they can really make an impact. We

suggest that you use high fidelity prototypes just for those critical functions. It is very expensive

to use high fidelity prototypes, in general, but it is worthwhile taking some time to look at those

functions that are really going to be critical and to maybe spend some more time making a prototype more realistic for those functions. This might involve replicating key parts of the

environment. For example, we know at AT&T lab they actually have reproduced a city street including strategically placed speakers so that it sounds like a bus is going by 1 0 feet from you.

It was that lab that they used to try to figure out whether or not people would be able to use their

telephones.

tiMi nmm

Possible Solutions: Usability Testing

• Leave time in the scliedule for testing with users and

incorporating their feedback - Quicic user feedbacic sessions at a minimum

e Plan a finite number of user tests - Users should loiow when "windows of opportunity" for

change occur • Use high-fideiity prototypes for crucial functions - E.g., stress of missile launch decision is more likely to

be induced if conditions seem more realistic • Replicate key parts of the environment

- E.g., AT&T lab duplicates noise of a city street - If user often interrupted on the job, stage interruptions

during laboratory testing - Can test in the field, although is less controlled

AATTRE

Figure 25

In conclusion, we think there are some real challenges (Figure 25) when the underlying

functionality of the system is complex, that special efforts are needed to make the users a part of

the system, helping to develop and evaluate it. It is definitely worthwhile to take some extra time

to figure what that is in the beginning. The challenge is to figure out what would best benefit the

usability of the system as a whole.

189
Conclusions

• Difficult to malce an "easy to use" system wfien underlying

funcuonainy is complex • Special efforts are needed to maice icey users and

requirements oennition people part of the riCl team

e Usability testing must adapt to unique environments,

specialized user populations

e Ensuring usable systems is well worth the effort - Include experienced HCI specialists on the team at appropriate levels of funding - Include time for usability engineering in the

development schedule

e Increased avvareness of usability issues in government

communities will help

MITRE

Figure 26

190
Advanced Interface Design and Evaluation

for Navy Applications

Astrld Schmidt-Nielsen, PhD

Human Computer Interaction Laboratory

Navy Center for Applied Research In Artificial Intelligence

Code 5513

Voice: 202-767-2682 or 202-404-7280 • Fax: 202-767-3172

Email: schmidtnOaicjvl.navy.n^

10 January 1995
Dr. Astrid Schmidt-Nielsen, HCI Laboratory, Navy Center for

Applied Research in Artificial Intelligence

Advanced Interface Design and Evaluation of Navy Applications

We are designing new interaction techniques and new interaction methods with the cognitive,

perceptual, and motor abilities of the user in mind. Our testing occurs before the new techniques

appear in operational systems.

Organizational Chart

M10

NCAfUl

ssao SS40 5S60 ssto 5600

SS12 S613

ii^Hf*ifn DMign

and EvakMtien

SS14

LMfninQ

591S

Contputtltonfll

Figure 1

This is our division's organizational chart. (Figure 1) One of the reasons for showing this chart

is that when I came to NRL, I was the only psychologist there. There were psychologists right

after World War II, but the human factors group was disbanded in the 60's. Under the Navy

Center for Applied Research and Artificial Intelligence we have two sections: the Natural

Language group with multi-media interests and the interface design and evaluation section which

has a mix of psychologists, computer scientists, and linguists. It is an excellent environment for

doing interdisciplinary work of the kind that we're interested in. This figure (Figure 2) lists our

staff members.

I will concentrate on describing the first three topics from this list of six. (Figure 3) Our

philosophy of Multimodel Interaction (Figure 4) is to use people's sensory-motor and perceptual

channels in the best possible way to give natural feeling interactions. So we don't want to overload one channel. We want to give people a chance to use some rather unusual channels.

192
/I Oft Personner

Code 5512 Code 5513

IntelHaent M4 Svstema Interface Design and Evaluetlon

Elaine Mareh

Stephanie Everett Hemy Hamburger

Tucker Maney

Manuel Pirez

Dennis PerzanowsU Ken Wauchope

Astrid Sctimidt-Nleleen UsaAchilie James Balae

Derek Brock Dan McFarfarw Unda SIlMrt Janet Stroup

James TefTipleman

GregTrafton

Figure 2

SI

Research Topics

Novel Techniques for Multimodal Interaction

Natural Language for Multimodal Interaction

Task Model Tracing

Intelligent Control Interface Design

Navy Team Communications Analysis

Speaker Recognizability

Figure 3

193
Novel Techniques for Multimodal

interaction

Our Philosophy of Multimodal Interaction

• Use peoples' sensory-motor channels In ways consistent with

their natural skills

• People typically: - Change ttwir view by positioning their head and eyes - Manipulate things using their hands - Issue commands using their voice - Move through the world using their legs

• We consider It bad practice: - To overload a single channel - To break apart a task a person can perform m a coordinated manner

: NnyCwIvlor/lppMflnMnkkiMllaiilkMipm*

Figure 4

Novel Techniques for Multimodal

Interaction

Pre-screen Projection

Head-coupled dynamk; perspective projection of imagery in front of the screen

w

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Figure 5

194
In this particular case (Figure 5),we are interested in how people navigate and maneuver through

virtual environments. We have developed and are currently testing an interaction technique

called Pre-screen Projection. A person wears a tracker on their head and as they move their head

back and forth, the screen pans and zooms in a natural way allowing the person to move their

head to change view. It's also somewhat faster, so if you move your head in not only do you

zoom in, but you get greater detail. You might get information that is not on a map: you get

information about the ships and planes on the map. This is currently under testing.

Foot-based Maneuvering

• Currently developing simple foot controller to use when seated - A natural allocation of resources - An under-utilized skill / . - A parallel channel of control I

• Would like to develop sophisticated gesture recognitton - Quick, dynamic gestures - Resembling natural kx^motion

We are looking at some new techniques for maneuvering. (Figures 6 and 7) We're going to be

looking at how people can maneuver and control their environment in 3-D and in virtual

environments in 2-D. A lot of the devices that are being used now like the mouse and the track

ball are really devices that you would like to use to control other things besides moving through

data. So if you try to maneuver naturally through an environment you first move forward then

you find the object then you stop and use the mouse to grab it or pick it up or whatever.

What we'd like to do is develop some other control methods (Figure 8) like the Mongol warrior

who is on horse back and sighting the enemy and pulling his weapon and aiming it all at the

same time rather than moving forward and then doing this. Now you have to grasp the bow and

arrow with the mouse. So we're trying to develop more natural methods of maneuvering through

these environments.

Figure 6 embodies a lot about iterative design. We are doing is developing a taxonomy of ways

in which people can maneuver and input devices and different ways they can handle them as they

relate to the user's capabilities. One novel technique that we're going to be developing is footFigure 6

195
based maneuvering and Jim Templeman has been working on this for some time now. He

actually has begun to develop a prototype foot-based device. This is a very natural device,

because people use their feet all the time. We're looking at ways in which people can control

things in concert. Feet are a natural thing to use in concert. You use them to drive your car. You

use your feet to walk. We don't have to simulate walking, people are very good at learning

controls like skiing or skateboarding or many other ways of controlling things with their feet. What we really want to do is to start to taxonomize the tasks, find out how people can use their

feet naturally to classify the kinds of motions that are natural and what they are likely to mean to the person. For example, you can find out whether pressing forward on something might mean

move forward or that sliding a slider might be more comfortable.

.1 Lff.l Novel Techniques for Multimodal

Interaction

Maneuvering is Central to VEs (a matter of control)

• 2D gives the designer control over ttie view ~ Maidng it is easier to control the quality (form, clarity, accessibility) of the interface

• 3D movement restructures the view - Objects look differet^ from different perspectives - Elements become exposed or occluded - Elements enter and leave the field of view

• Users must control the view to use 3D effectively - Users need to skOlfuHy maneuver through 30 - Only this wai open up 3D and make it 'habitable

Figure 7

At this point we already have a prototype foot based control. We're looking at different

mappings. This particular one has five degrees of fi-eedom. We can look at which mappings are best for which kinds of control and how to apply two feet in a coordinated manner. It might be

that moving the feet apart would mean one thing and moving them together would mean another

or moving them sideways. So we're looking at which kinds of actions and motions and controls

are going to be most natural for controlling particular motions through environment. Another

issue that Jim Templeman has identified is that if you can have opponent sensors what happens if

you're pressing forward and backward at the same time. Does this hold the image? Does it slow

you down? Does it speed you up? What kinds of things do you get when you get coordinated

actions?

196
Our next one is some of the sensor technologies that are out there. The magnetic trackers that are used the pressure sensors a lot of these are currently used more for finding out how athletes move

and that kind of thing. They certainly exist and a lot of the earlier foot controls like treadmills

and so on still require the hands to steer them. A lot of them have just been a peddle like

essentially a foot based mouse which is not what we're interested in. We are linking the auditory and visual feedback. (Figure 9) There are other people on the

project who are interested in things like gesture recognition. We're also looking at designating

sets of objects and what kinds of things are best for designating and manipulating sets of objects

as opposed to just a single object. At each step we're going to do the kind of empirical iterative

evaluation that everybody has been talking about, but we're at a much more basic level of what

we're developing than the kinds of systems that I think have been talked about.

Now I'd like to discuss Greg Trafton's work on task model tracing. (Figure 1 8) Task model

tracing is used to facilitate user interactions by context sensitive recognition of repetitive actions

and then offering to help—useful for intelligent tutoring system. In general, I do not like

adaptive interfaces. You don't want the system changing with you, but this is more flexible than

just developing a macro to do a repetitive task. It's a system that learns with the user. So what it does is trace what the user is doing in a context sensitive way. It follows the user in

order to be able to anticipate future actions. It can also incorporate a model of the task, but it doesn't tell the user what to do about the task.

What Greg is using to do this is ACT-R which is a computational model of how people solve

problems to follow the user's actions and as the user is going determine what kinds of things that

the user is trying to do. ACT-R has a rational analysis system and it allows you to select among

alternatives with a satisfying rule. That means you don't have to have the best possible solution;

you have one that satisfies what's going on. As a cognitive model, this one was selected rather

than a GOMS model or some other because it has the right granularity for the kinds of tasks that

we would like to apply it to. We plan on demonstrating it using a synthetic stripe plarming task (Figure 19) where we model

the task and then trace the user actions. Now ACT-R has been used in tutoring systems where

the tutor knows for example what the solutions to the problem is, what the right answer to the

task is and it guides the student and if the student goes off course it offers the student advice.

This is very different. The model does not offer you advice it learns as the user does repetitive

tasks and offers to complete tasks if it sees that it can do it faster than you can. It doesn't guide

you. It does what you would have done and you can choose to use it or not to use it. So it develops anticipations, but they are context sensitive which is the advantage of using a cognitive

model like ACT-R.

Models can be used to anticipate user's actions and then facilitate the actions where the model

can do it faster. While it can trace certain sequences, it is best for highly repetitive tasks. I mean

if you're trying to use it as an architect to do house designs there's too much creative input, but if you were using it to program your VCR it could begin to trace things where if you did the same

sequence every night it could anticipate and do that sequence for you.

197
Novel Techniques for Multimodal

Interaction

C2 VEs are High Risk, High Payoff

• VEs offer more for the user to see and control - An advantage, but it must be made comprehensible and

accessll>le - Othenwise the interface becomes more complex and demanding

• The design of the user interface is critical

NMy C«ntK hr A«pM RMMfA in M«cM kMCgm*

Figure 8

Novel Techniques for Multimodal

Interaction

Brave New Environments

visualize:

More information

• AttributM of forces and

•nvirorvnent New kinds of information

• Layout of energy fMds

Directly visible

• Less pointing and diddng to get

at information Mora comprehensible

• Show tMngs in context

Input

More access and control

• For setting attributes arxJ deployment

New kinds of control

• Edit animated plans

Direct entry of spatial properties

• Designate 3D routes

More meaningful actions

• Deal at semarrlic level

Nny OrMtto «vpM RmmrIi k> MMM

Figure 9
Novel Techniques for Multimodal

Interaction

Developing Interaction Techniques for C2 VEs

• Approach - Study how people use devices and techniques in VEs

- Develop advanced interaction techniques - Evaluate quantitative improvements hi perfomtance

• Payoffs - improved interaction in VEs

» Reduced: user errDrs, training Vmt.

disorier^tion, task performance time

» increased satisfaclicn - Guidelines for selecting technique appropriate for task - Demortstrate value of 02 VE techniques and systems

»^''-— *-« "*'- "'" ' '•I'll

Figure 10

Natural Language for Multimodal

Interaction

Intelligent Multimodal Interfaces

• More l^iatural. FlexSMe Interfaces for Interactive Software

• InteHigefit User Interface: nntaligemintMactivehuTan^omp^

via muW-medta language* (Meal & Shapiro 1991]

• Inlegratiofj of Natural Language with Graphical User Interface > Confadure: QrapWca and NL have mutually compiementaiy strengths/

weaknessea - Make aimiJtaneouaiyavailabIa and mutually Interacting

• Incorporate Local Context Tracldng into Human-Computer Dialogue - oiaoouraeihigh-levallnguisttostnjcture of extended utterance exchanges - Context maintenance alkyws minimai spedfkaty. less mechank:al repetition

Figure 11

199
Natural Language for Multimodal

Interaction

Interactive Speech Systems: Technical Approach

• Commercial Speech I/O Technology

Speech input

> Speed) Systems, Inc. Phonetic Engine speech recognizer • ConMnuous gpeeeh. speaker-independent or trainable • Dom^>-8pecilic grammatical language nndeis

» N-best transcHptlonc

Speech Output

» DECTaB( speech synthesizer

• Rule-based, pronunciation trabriable

• Computational Linguistic Natural Language Processing

NAUTILUS: Navy Al Center natural language processor

» PROTEUS parser. New York University » Other modules developed ir>-house » Linguistic analysis of input string to k)gical form

Natural Language for Multimodal

Interaction

Figure 13
Natural Language for Multimodal

Interaction

NAUTILUS Architecture

Figure 14

/Sk

Natural Language for Multimodal

Interaction

NAUTILUS Linguistic Coverage

• Commands

Vector tighttr 1 to threat 6. • Descriptive Reference

Mov« on* of lh« 1H)Mm vactoring to threat 6 to th« station fightw

rtonng. • Query Facility Are any tighten vectoffng to threat 67

• Anaphora

Vector ft out to that threat also. • Deictic Reference

Vector these fightert <gesture> out here <gesture>. • Ellipsis Handling

Fighter 1 aba is fighter 14?

J)

Figure 15

201
The third area is really a success story, but it is a success story that will allow us to continue

developing maneuvering techniques for virtual environments. In this particular case, the virtual

reality lab at NRL, which is a different group from ours, had developed a model of part of the

U.S.S. Shadwell which is a fire training ship that is now stationed in Mobile that is used as a fire training research ship. They have fire fighters come in, and they do contained fires to learn about

how fires spread through ships and how best to control fires in ships.

Natural Language for Multimodal

Interaction

Navy A! Center Speech Applications

• lnterFIS(1992)

^ppfication; Electronic Fault Diagnocts Tool

Issu9s: Syntactic variation, paraphras*

• Eucalyptus (1993)

AflpAoitjonL' Simulated E2 Air Cor^

Issues: Midtimodal integration with graphics; flexibie reference

• Interface to a Virtual Reality System (1994)

Applicalion: irrvnersive Batde Sinutotion Playt>ack Issues: Hands-off cpjery/control In virtual environment

• InterLACE (1995)

Application: Map-tased Land/Air Combat Simulation

Issues: Route spedflcation: spatial relations

Figure 16

One of the things that we've done is a very quick evaluation. Note that the experiment has some

design flaws which always happens when you're doing something in the real world. We used

this model of the Shadwell to train fire fighters before they went in. So the two major problems

with fire fighting that people have know about are how to behave in low visibility and knowing,

the ship. Half a group of firefighters trained and prepared as they usually do by looking at diagrams of the space that they were going into.

The other half did a walk through in the virtual environment with simulated smoke and then the

two groups went through two tasks. At first they had to navigate to an unknown location with

low visibility and in this case there was no fire. The way they simulated the low visibility was

that they put a low visibility screen over the oxygen masks so that you basically can only see

three feet in front of you.

What they found was that the people who had the virtual environment training got through 30

seconds faster than the other group. So that's a really big improvement in their performance in

finding the location. In the second task, the groups were actually going to a simulated fire so 202
there was real smoke and they were going through the part of the ship. In that one, as you can

see the VE trained people made no wrong turns. They felt that they knew where they were

going. Their comments afterwards confirmed that they thought they knew the space. The

training really made a difference in the two groups. 1 think the real advantage to having made a

real life demonstration is that we can now go on to show that if we can get improved navigation

methods and improved maneuvering methods and improved interactions techniques for virtual

environments, this will benefit Navy training in noticeable ways.

I would like to acknowledge all of the other people who were involved in the virtual Shadwell

experiment besides our own group. (Figure 35)

Here is a list of some of the other areas in which we're working on interaction methods and

evaluation for various Navy problems. There are more than that, but if you want to ask about one of the things I haven't talked about and if we have time for questions you can ask about these

too. Yes.

Question: How much time occurred between the training and the experiment?

In this case the virtual environment training was right before and the feeling was instead ofjust

seeing the diagram they really knew the space. It's not really a realistic thing because this is an

experimental ship. These people volunteered, they came in. Each ship is different, except they

don't learn that particular one, but you could assume that a fire fighter on another ship might

already know the ship, but if you're just doing the fire fighting training then it certainly speeds up

their learning of the things they need to learn to get there quickly.

203

Ms. Allyn C. Dillman, National Assistant for Training for

the Professional Airways System Specialists Union (PASS)

The Role of Users in the Development of Computer Systems

for the National Airspace System

Everyone else that has gone before me today has made my job much easier by telHng you why

you need to include the users in your system design. Now what I'm going to do is introduce you

to the user and talk some specifics about the diverse users that are in our particular industry and

some of the problems we have encountered in the Federal Aviation Administration with new

technology coming down the pike. Not all of my examples will be specific to software, but when

it comes to system design a lot of the problems do cross the software and hardware lines. I am

with Professional Airways Systems Specialists (PASS).

We are the labor union that represents 10,000 Federal aviation employees. We represent the

people in the airway facilities, flight standards and aviation standards organizations.

Our airway facilities systems specialists, electronic technicians and computer operators install,

maintain, repair, operate and certify over 31,000 facilities and equipment systems in the national

air traffic control system. These systems stretch from Deadhorse, Alaska to San Juan, Puerto

Rico, from Bangor, Maine all the way over to Guam. Our flight standards aviation safety

inspectors are the ones who grant the pilots that fly in the system their license. They grant the

license to the mechanics that maintain the airplanes and they certify that those airplanes are maintained in the safest standards possible. Our aviation standards procedures specialists are the ones who take the FAA airplanes out and flight test the navigation systems to make sure that they

work like we believe they are going to. They are the ones who come up with the flight

procedures for the pilots to follow. PASS also includes the clerical and administrative support

positions for the FAA. Every employee represented by PASS deals with a multitude of software

systems every single day that we go to work. I mention the air traffic controllers; they are our

brother and sisters in the FAA.

We have a very close working relationship with both NAATC, the National Association of Air

Traffic Controllers, and NAATS, the National Association of Air Traffic Specialists. The

importance of having a cooperative working relationship out in the field is demonstrated by the

fact that with the current FAA reform movement underway these three unions have bonded

together in a coalition to help the FAA get it is personnel and procurement act together. Between

the three unions we represent 30,000 of the FAA's 48,000 total employees. All of the people in

these unions. All the people that work for the FAA are dedicated professionals who want to sustain the safety of the most efficient air traffic system in the world. We move 30,000,000

aircraft per year through that system. Computers are the way we do it. Air to ground

communications, radar systems, controller data displays, computerized cockpit systems that the

pilots deal with. All these use a multitude of software programs, too many for us to even try to count. Our payroll and personnel systems, our training systems, technical LAN management,

our field communications. That all depends on computers and when we get a bad system in the

205
field that doesn't work and we have to spend extra time and money trying to make it do our job, it makes us less productive and less effective and that wastes you, the taxpayer's money.

People are a basic component of any computer system, just like the hardware and the software

and we are the people. The success or failure of any system can depend largely on management

and labor being able to interact with that system. There are systems that we can just shut off if

they don't work, count the money as gone and leave. There are other systems out there in that air

traffic world that we have to figure out how to work around. That makes the controller's job and

technician's job a whole lot harder. Private industry has determined that it's not cost effective to leave us out of the design phases of software or hardware systems. They are asking their workers

that put quarter panels on cars, how can you do your job better and faster? If we put in a new

computer system, how can it help you? We, the ones who are responsible for the public's flying

safety, deserve the same consideration.

Let's talk a little bit about loss of productivity. To give you a minor example in the big picture,

last year the FAA went to a cc:Mail program for our interagency communications. The person in

charge set up the LAN and gave us another specific communications program to dial into that

LAN as outside users. I spent four months fighting that. He would not listen to any of the other

users or myself that complained it was not working, we can't stay connected for more than 5 or 10 minutes, we need to get another communications program so that we can get our cc:Mail

when we're on the road or when we're at home. He didn't want to do it. That was his decision

and that was what he wanted. After four months, I was lucky because of my national position in

the union I said, I'm not fighting this anymore I've got to have cc:Mail so I can do my job which

is to communicate with FAA employees in management on the issues we're working on in a fast

and efficient way. I pulled my cc: Mailbox out of the local LAN and had it set up in the regional

LAN in Atlanta. Now if I need to distribute a letter to 50 people with the FAA I can do it in one

city. I'm not spending three or four hours just trying to get it to go somewhere away from my

computer. That also incurred additional costs because now I have to make long distance phone

calls to Atlanta to upload and download my cc:Mail instead ofjust the local call. As I said, that's a small inconvenience in the big picture of the FAA.

Moving up the spectrum of cost and inconvenience is the FAA's CBI program. Computer Based

Instruction. Several years ago, the FAA decided the leading edge of technology: Computer

Based Instruction. They went out and poured a lot of money into a "playdough" platform. They

didn't take any end user input when they designed these courses. They put it out in the field and

said here it is. Field managers decided that the additional down time that technicians were

spending trying to struggle their way through these courses because they were so user unfriendly,

wasn't worth it. They went ahead and sent the users to Oklahoma City for resident training at our

I FAA academy and just put those training programs on the shelf Another problem with those

training program were that they were very, very boring for our technicians that are used to complex computer systems. Because of that they might get through and check the boxes to finish the test, but that didn't mean they really learned it. Then they had to spend extra time in

the subsequent classes catching up. Again, this is going to cost the FAA additional money.

A lot of these playdough courses have been targeted to be redesigned, and right now, the

estimated cost is six thousand dollars per class hour to change that technology over again. So if

you take a 40 hour CBI course that needs to be reconverted, which is very, very short for our AS

206
technical training courses, it's going to cost another 240,000 dollars on top of whatever it costs in

the first place to convert that course. Right now we have around 75 courses they've targeted.

Now the real problem here is Airway Facilities was only given 6 million dollars for their

technical training budget for 1996. That was 31% less than our calculated training requirements

said we needed. Not counting the cost for the course redesign we need to do. That boils down to the fact that we have 300 technicians we hired last September and October that don't have the

money to go to resident training at our academy in Oklahoma City and they don't have the money

to take the computer courses or redesign the computer courses that we can't use. So we don't even have the good money to throw after the bad and that goes across all agency lines in the

Government today.

Added to the loss of worker productivity and costs of another 240,000 dollars are the

ramifications of our particular industry. Only a few industries have the safety considerations that

the FAA has. As someone put it earlier today, when our systems don't work people die, airplanes

crash and that's what we don't want to see. That's our number one concern as a field employee is to keep that from happening. When a system outage happens, as you've heard about in the

papers recently, controllers have back up systems they go to and they go to those back up

systems and they work, but the controller can't handle as much traffic. Therefore, airplanes are held on the ground or rerouted until they can go into that controller's airspace. These delays have

widespread economic impacts on the airlines and other business. It cost the airlines thousands,

almost millions, of dollars to have those airplanes sitting on the ground unable to go and it costs

you all, the business travelers, money and time when you can't get to where you need to go. We

will put up with those economic impacts, because what we won't let happen is those planes go

into the sky before it's safe for them to. What happens when an FAA system goes down as it did in Chicago Center? Well, not only does

the news media show up, but then we have Congressional hearings and then we have IG reports.

So it's much better to give us a new system, or a system that works right in the first place than to go back and have someone scrutinize why it didn't work because everybody gets crucified then.

Because of the high value that we in the field in the FAA, in general, place on safety, the field

employees are taking a proactive stance in getting involved in system design, hardware,

software, whatever. We don't want to see the same problems with the new systems that are going

to come into the field to replace this aging equipment, and yes, folks, we do have systems out

there that have vacuum tubes, because we're way behind on the new technology. Too often in

the past with the systems that are already operational we've been handed systems that took us

one, two, three or more years to get to work right because they were handed to us and they said

here it is, use it, this is what we've got today, we're going to get you another new system in five or six years. Well five or six years never comes.

Let's look at the difference between when we got those old systems and 1996. In 1991 Airways

Facilities (AF) had 19,000 systems to maintain out in the field. We had 1 1,000 technicians. In

1996 we have 6,000 technicians and we have over 31,000 systems. Some of them are more

sophisticated and they don't require as much technical attention, but, as I said, we do still have

some out there that are the problem children. We do not have the time, the people or the money

to mess with systems that come into the field that don't work right. In the FAA, the situation is improving because the employees have taken a proactive stance and because management has

207
figured out that we need to know exactly what an air traffic controller needs to do his job. We

need to know how the air traffic controller and the airway facilities technician interact in the field to get the job done. We've started working with partnership. This means that we now have

national representatives on every new system that's coming down the pike. A national labor rep

for PAS and a national labor rep for NAPTA to give them that field perspective. Will it work?

Can the controller do his job? Can we, AF, keep it going or get it going again if it does stop?

This is what they have to know to design the system.

A system that is a good example of how critical our involvement in the initial phases of system

design are is the voice switching communications system, also called VSCS. This is an air-toground communication system that is being deployed in the twenty air traffic control centers

around the country right now. When that contract was first let and that system was designed, no

field input was gathered. All the FAA, Air Traffic and AF input came from Washington-based

management types. As a result they decided that because of the reliability figures on that system

they didn't need to purchase an additional system called the Voice Training and Backup System,

VTABS. Note that we have had a national representative working on VSCS for a little over two

years. He has done a great job of collecting user input from the focus groups. This is the field

employee's way of getting input to management and to the system designers. We have focus

groups that work on various subsystems or various subparts of this system, such as training and

certification requirements. We have consistent subgroups, consistent reps working with the

VSCS system so you don't run into the problem of one group comes in and says, we need this to be done in purple and blue and another group comes in and says we need it green and black. We

have consistent representatives that coordinate what really needs to be done.

Back to the VTABS system, as soon as our representative got involved, the first thing he stated

was, "Folks, we need to buy this VTABS system; we need this back up system." Upper level

management said, "No, the statement of work is already done. The contract is already let; it's going to cost too much to go back and buy this system. We can live without it because of the

reliability figures." In the last six to seven months there have been several system outages with

the VSCS. Now the FAA is going back and buying VTABS. It is going to cost them more time

and money now than it would have if they had done it in the first place. That's why the Federal

employees need to be involved in the first part of the system design. One of the ways we do that

and what gives us the basis for doing that is the PAS Employee Involvement Program.

We started our Employee Involvement Program, which works with workgroups to bring field

suggestions to management, in about 1985. In your handouts, there is a copy of an Executive

Order 12871 signed by President Clinton in October 1993. Basically, that Executive Order

outlines our EIP program and it says that management and labor are going to work together in a

collaborative relationship to help make the government more efficient, more effective and

provide better customer service to our customers, the taxpayer and the flying public in the FAA's

case. The EI program is not in all agencies. Some agencies haven't caught on to partnership yet,

but it is coming as a cultural change that you're going to see more and more of out there. It's a

resource that you really, I can't stress this enough, you really need to draw on to find out what the

end user needs to do their job. Because we don't want to spend hours and hours of trying to make the software or the hardware do what we want it to do. We want to input the time and

attendance data. We want to be more efficient, more effective and provide better customer

208
service to our customers, the taxpayer and the flying public in the FAA's case. The EI program is not in all agencies. Some agencies have not caught on to partnership yet, but it is coming as a

cultural change that you're going to see more and more of out there. It is a resource that you

really need to draw on to find out what the end user needs to do their job. Because we don't want

to spend hours and hours of trying to make the software or the hardware do what we want it to do. We want to input the time and attendance data. We want do our word processing. We want

to track our airplanes through the sky. That's what we want to do and today a lot of people have

told you how you can do that by including the user. I'll take any questions.

Male: (Inaudible)

Dillman: One of the issues would be the downsizing. You know we acknowledge that the job

of an FAA technician in the year 2000 is not going to be what it was in the year 1960 or 1970 or 1980. That's a fact of life and we're ready to make that change. Where you find people resistant

to change it's when it's dumped on them. When I was a secretary in FAA Security, one day UPS

came in and they dumped five PC's in our reception area. Our office was now automated. Talk

about minimal user training. We didn't even have anybody in the office that knew how to set it up, but all of a sudden within six months we're supposed to be fully automated and running this

for our security reports. When you do that on systems with the complexity of the display system

replacement which is coming out to replace the host computer, the VSCS system and all these it has a ripple effect. We want to see that new technology come out. We just want to see it come

out right and we want to be involved in making it work.

Male: (Inaudible)

Dillman: Our goal is get on the integrated product teams, we're not there yet. We have run into a lot of resistance outside of the airway facilities and air traffic organizations in the FAA as far as

letting us sit at the table when the contract is let. Even with VSCS, the AAS, Advanced

Automation System is another good example. We were in on the testing of that, but by the time

that we were let in to do the testing, you had requirements creep, because things that we needed

to do our job in the field. Remember a controller at the center in Boston may not need exactly

the same thing on their screen that a controller in Houston center needs. There's a lot of site modifications that have to be done.

Male: (Inaudible)

Dillman: VTABS, that is my best example. If we had been sitting at the table when that backup

system was said we don't need that because of the reliability figures our folks would have said,

well, OK, if you do not want to do that let us at least figure out how to make the VSCS processor

work if we do not have VTABS. Let's see what changes we can do to the controller's PVD

upstairs so that we don't have to buy VTABS. They did not do that and now it is too late to do

anything with VSCS. We've got it so we've got to go back and get the other system. Does that answer your question?

Male: (Inaudible)

Dillman: We didn't particularly like VTABS. It's just right now VTABS was the only system

that existed to back up the VSCS. When VSCS goes down because the back up channels run through the main processor and it takes 20 minutes for a cold start. The controller has no back

209
up communications while that processor is down. We consider that unacceptable from a user's standpoint. The controller considered it unacceptable and AAF considered it unacceptable.

Male: (Inaudible)

Dillman: We are not just one person sitting there, we're 30,000 people sitting there. When we

talk the FAA listens because we're 30,000 of the 48,000. As far as what the new procurement is going to look like we don't know because right now they are sitting over in Washington trying to figure out what they are going to do after April 1st when they have to have a new procurement

system. We are involved in helping figure out what they are going to do and we intend to have a very strong voice at that table.

210
Needs Assessment/Open Forum

Laura Downey Sharon Laskowski

iaura.downey®nist.gov sharon.laskowsM Onistgov

301-975-4659 301-97&4535

Nisr
Ms. Laura L. Downey/Dr. Sharon J. Laskowski,

National Institute of Standards and Technology

Needs Assessment/Open Forum

Laskowski: We are asking you for your opinions. (Figure 1) To get started we put together a few ideas of our own. Downey: These are some ways NIST could support collaboration between industry and

government in usability engineering and in HCI. (Figure 2) One of the ideas we've come up

with is the establishment of some type of usability lab at NIST where people could come and

bring their systems or prototypes. We could give demonstrations of some our systems and

prototypes.

Figure 1 We might be able do some collaborative evaluations to help develop some more measurements in

the field. The question is: is there demand for such a lab? Second, we could collect and analyze

some government case studies. You've heard a lot of success stories today and maybe we should

collect those together and do some analysis. Third, we could serve as an HCI guidelines clearing

house. You've heard about a lot them, but we don't have one central place right now to go to and

we could serve in that function. Fourth, today is an example of another function we serve, that is conducting a technical exchange and education by facilitating symposiums and workshops.

212
Laskowski: A good portion of the work we do at NIST has to do with analyzing the latest technology and how we can facilitate its transition into real applications more quickly. For

example, the Web usability is quite an issue now. Many people are designing Web pages —many

of which are not usable products. NIST could provide a large source of information to the

general public and industry and researchers across the country to help.

Downey: Those are a few of our ideas and we're going to open this up to the audience and take

suggestions. (Figure 3)

Male: (Inaudible)

Downey: You would like us to form an electronic mailing list of people that are here today or to provide a mailing list that people can join.

( '. ^

Supporting Collaboration Between Industry and

Government: Some Ideas

• NIST usability lab

- Oamonatratlona

• Evaiuatlona • Govammant eaaa atudlaa

- Collaotlon and anaiyala • HCI guidalinaa

• Claaringhouaa • Usability anginaering tachnical axehanga and education

• Symposia and worl»hopa

Nisr———

V )

Figure 2

Male: (Inaudible)

Downey: A list server.

Laskowski: There is something that does exist called GOV.HCI and that's people within the

Government and within industry that are interested in some of the issues we talked about today,

but I think it grew out of some different special interest group workshops.

Female: Where did government HCI originate?

Laskowski: That came out of the CHI 1994 workshops.

How busy is the government's HCI?

213
Downey: I don't have a good feeling of how much traffic there is on GOV.HCI.

Female: (Inaudible)

Downey: Maybe it's something that should be publicized more. Female: (Inaudible)

Figure 3

Laskowski: To summarize: we could revive the list. We would have to get in contact with the

people that had previously started it up and see if we can collaborate. We are also trying to

collect everyone's E-mail that has attended today, which I think is one of the things you can put on your feedback sheets. Please fill out your feedback sheets.

Male: I think it is grand, but I guess I would just like to know when you are going to start. You

are positioning NIST in the sense of facilitating, promoting, sponsoring rather than expertise

leadership is that con-ect?

Laskowski: We do have a certain amount of expertise in HCI.

Male: You do? Well, I wasn't sure how it would be reflected.

Laskowski: We have a division called Information Access and User Interfaces. We have four

groups that deal in some of the component technologies and the infrastructures to support

advanced interfaces. We are doing some work in HCI and usability.

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Male: I'm not an expert in this area at all. I don't know the process of going through, what arc the barriers, what are the problems, what are the difficulties. So I guess I would say in particular

in the Federal agency of introducing usability engineering. When you know what they are and I think there's a lot of experts and I've heard some of the areas referred to, but I don't know if it's all been assembled and you have the top six things that preclude it happening successfully. If those had been addressed and if we know exactly what the problems are and a rendering of the

solutions that falls within the scope of the things that you're actively going to pursue. I have no

reason to believe we haven't done that I just bring it up as, has it actually been looked at and is that built into the proposed list of things you like to do. Because it strikes me as being right on

target.

Downey: I think it ties in somewhat to one of the suggestions we made about gathering the set of

Government case studies that were successful versus unsuccessful.

Male: (Inaudible)

Downey: And I think Rex has done some work in that with SSA and some of the other Federal

agencies and certainly there are some other people, you've heard the success stories.

Male: (Inaudible)

Laskowski: Are there Federal standards developed in FIPS?

Downey: I understand that FIPS adopts some of the other existing ones out there. So there is that baseline.

Female: What about a working group or consortium?

Downey: That is a good suggestion, that we put together inter-agency groups.

Female: What about including unions?

Downey: Certainly they would need to be represented in that capacity as being end users. I would agree with you that the members of the union are very important. When I worked with

Social Security Administration developing a prototype, we did work with several union

members, and we had a very successful product and prototype and they were ecstatic to be

involved. So I know first hand that it is very important and we should come up with some other

ways of doing that. I agree.

Female: There are a number of questions, problems in the government that have not been

covered.

Downey: That is one of the things that I guess I didn't focus on enough on the bullet is to continue to run forums like this. What is the audience's opinion on continuing symposia and/or

workshops, something like that. Can I have a show of hands? OK, that's pretty positive.

Nigel Sevan: Can we target certain areas like procurements?

Downey: I think that we would probably have that in any symposium or workshop. We could

do both. We could specifically target certain things. It's probably important to try to get some

procurement officials involved. A lot of people have talked about the specing of usability

engineering in the RFP, which is something that we're still hoping to address also.

215
Female: Can a template for how to include usability be developed?

Downey: I think having a template or a framework is not saying that this is the be all and end

all. It's not the magic pill.

Male: But contracting officers are notorious and famous for taking a document and

incorporating it by reference, leaving the contractor to figure out how to respond because there's no clue from the rest of the document as to what you're supposed to do.

Downey: I think that's a very good point and obviously one we'd have to address if we had some

type of working group that was going to try to even attempt to come up with a template. So

that's a definite barrier that we would have to try to rise above.

Laskowski: Anybody else. Male: First of all, I feel like symposia are like preaching to the choir. I think most people here

already know about usability. They think it's a good thing; that is why they are spending their

day here. I see it would be useful to have a list server and thing like this generating more effort on more outreach activities. One of these things exist elsewhere, for instance —I think monthly

. I don't know exactly what Friday it's held on, but I believe it's a monthly event. Downey: Second Friday.

Male: I've been out of town for a while.

Male: (Inaudible)

Male: So there may be some Government issues that I don't know about. (Inaudible) I guess the

other thing I would suggest is to schedule more activities like this, get on the schedule of events

within the government.

Downey: Right which is kind of what I mean when we were saying go for the software

engineering group. If there was a conference to submit something or talk to the people that are organizing it so saying that we wanted to do a presentation on the usability engineering. One of

the problems I've seen is how to get the word out to the people that we're really trying to target.

Like you said, I knew that we would have some people that were pro-usability already today.

We were hoping to reach some people that were interested in learning about usability

engineering which is one of our other major focuses today. We tried various Government related

publications and so on and so forth so if you had any suggestions on how to reach those other

users then we would certainly listen. We've got some arms popping up, go ahead.

Male: (Inaudible)

Downey: I would agree with you to a certain point, but also something that someone brought up

in Nigel's European perspective is that it's quality in that realm means something very different

than quality in use, which is to use Nigel's term when we're talking about usability engineering,

they are talking about all the "ilities," reliability and testability, which is a very different issue.

So we'd have to get that buy in that it's the terminology. There's a lot of context and usability in

the terminology that means different things to different sets of users. How about the woman here

in the back in red?

Male: Where did you announce this symposia? Did you contact CIOs?

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Laskowski: Is there an electronic list of CIO's for Government agencies? We've looked for one. Do you know if one exists?

Male: There is one in the Defense Authorization field. (Inaudible)

Laskowski: It was difficult to find a complete mailing list, plus an electronic mailing list, but a

lot of that information is not gathered or if it was, we did not have access to it at that time or did

not know about it. Downey: We tried to target various newsgroups, but frankly between just the two of us we did

not have time to check everyone's Web page.

Laskowski: We did do some searches on the Web for places to post conferences.

Downey: On your feedback or if you want to just drop a note in our feedback box, I'd be happy

to take any possible sources of contacts so we can compile such a list. Male: Once you have a list of recognized best practices and things that promote, then take it to agencies.

217
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Making Usability Work in the Organization

Symposium on Usability Engineering

National Institute of Standards andXechnoIogy

George Casaday

casaday@usabIe.enetdec.coiii

http://home.aoLcoiii/GeoCasaday

casaday@aoLcom

January 10, 1996
Mr. George Casaday, DEC

Making Usability Work in the Organization

The topic "Making Usability Woric in the Organization" is not something I would have presumed

to talk about on my own, but since I got it, it gave me an opportunity to think about things that

have really been of concern to me for several years. In about 1989, 1 stopped being a programmer, stopped being a software developer, and got into this crazy usability and HCI

design consulting business. Although I've worked mostly inside my company, just because of

the way we're organized, working means selling. It means actually succeeding, that is making

usability work in my client organization. So I guess I've seen this working in the organization

business from both sides: at times, a user of usability consulting and then as a supplier. So I'm

going to give you some personal sorts of views on some ideas. I guess partly because it's late in

the day and this is a closing talk I have to be entertaining and I think I also have to be

thoughtfully reflective and there's a fine line between that and pontificating. So if I step over, forgive me.

Another sort of thing that struck me about this talk was just where would this kind of a title come

from, "Making Usability Work in the Organization." If you think about it, it is kind of a strange

title. Rocket scientists don't have talks on making thermo-dynamics work in the organization, if

you see what I mean. So in a way to me it's a kind of puzzling title. So I thought about it and

Puzzles

Why do we have a folklore of failure?

Why do we encounter resistance?

Why do we hear so much about ""engineers* bad attitude**

Why are we always struggling uphill?

Why are we preoccupied with gaining influence?

Why don't engineers show these same concerns?

What are we missing?

January 10, 1996 2

Figure 1

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actually made a list of puzzling things and I want to mention those. Why do we have a folklore

of failure? By "we," I mean those of us who are actually on the usability consulting side trying

to be heard in the organization side. That's who 1 mean by we, people who would show up at the

CHI conference or show up at the UPA conference or things like that. Why do we have success

stories? Why isn't success just a part of our standard operating procedure? Why do we have to bring out success stories? Why do we talk about the resistance we encounter so much? I mean,

aren't we saving the world after all? Do people want unusable systems? I don't think so. Why

do we hear so much about engineer's bad attitudes? I'm an engineer, and honest to God, I am a Boy Scout. We're always struggling uphill coming and going both ways. We're preoccupied

with gaining influence. That's very strange. Engineers and developers don't have those same

kinds of concerns. They just don't. Most engineers I know are hiding, trying to avoid things, not

trying to get more responsibilities. Well, what are we missing? Bounded rationality being what

it is, we probably don't know what they all are, but we're probably missing lots of things.

We all have points of view, and I have at least these two points of view of an engineer and a

usability specialist. Actually, before that I was a scientist so I'm very schizophrenic. It seems to me that in thinking back on conversations I've had, people I've talked to, my own problems doing

this and that, the points of view that we bring to things and that I've brought to things can make a

lot of difference. So that's really what I'm going to focus on tonight.

Point of View

The right point ofview is worthfifty points ofIQ. — Allan Kay —

Psychology

Usability Testing

Engineering

Construction

Formative Evaluation

January 10, 1996 3

Figure 2

221
Here's what I mean by point of view (Figure 3). A typical project situation is that you have

someone who is a Ph.D. psychologist who spent their life doing the most careful measurements

of natural phenomenon and they are doing usability testing and get statistically good results.

Preview

Myths, plausible advice, and wishful thinking

Points of view within the develoment organization

Some current work (RMP)

January 10, 1996 4

Figure 3

You've got a software engineer who has never done any science in his life, but has been building

things since he was eight. He's doing something that we would call maybe formative evaluation,

but he just thinks he's evaluating as you go along making sure things work. These people can

talk right by each other and I've seen it happen many times in projects. They are just different

points of view. The psychologist doesn't think, this is not a knock on psychology, it's just a point

of view it's where you're coming from, what you care for and what you take care of. Maybe the

job is not done until the evaluation is done very carefully and you know exactly what's good

enough or maybe the job is done when the system works at all, these are different points of view.

Actually I was really proud of this example because I thought it was a really great one until about

two days ago I actually stumbled across the book I had borrowed it from and had scribbled in the

margins several years ago. This is a great example you've got to use it sometimes.

First, I want kind of hit three topics: myths, plausible advice and wishful thinking. (Figures 5

and 6) This is a collection of things that are on two slides, just a list. There are things that we,

meaning us usability people, believe or haven't questioned for a long time or guesses or things

we hope are true, that, in a way, we don't check. We share among ourselves because no one

questions them, but they won't necessarily stand up to scrutiny on the outside. In other words

your engineers and your developers may not believe you. I believe that those things, even if they

222
are only just questionable, tend to ghetto-ize us. They separate us from the development

organizations that we have to influence. So I'm going to just go through some of those and we'll

have a few laughs.

Myths, Plausible Advice, and Wishful Thinking

"... // 's the things we do know that ain 'tso..." - Will Rogers

Advocacy for the user

Client resistence

Attitude problems

Engineers can't design

The big game

We are experts on usability ~ we know what to do

We can quickly learn enough about the user's work

We can quickly critique a user interface

January 10, 1996 5

Figure 4

The second bullet (Figure 4), "points of view within the development organization, are legitimate role differentiations within any organization and within development organizations.

Those different roles produce different points of view and different concerns. I'm going to talk

about some of those at least as they appear to me. Now keep in mind that most of what I know is from watching the inner workings of a large, multi-national corporation that mostly does system

level software. So it's a particular point of view. The last thing which I'll talk about is a process

that I and a few of my colleagues have developed and used called RMP, which stands for

Requirements, Models, Prototypes. It is a process for HCI or user interface design so it doesn't

address all of usability, only a small subset of it, but I'll give you a quick overview of that and

how it works in with the points of view within an organization.

So let's look at that list. (Figures 5 and 6) Myths, plausible advice and wishful thinking. I don't

know which of these are which and some of them may actually not be any of those. Some of

them may be for real. Advocacy for the user: should we be advocates for the user? I think in a way that's equivalent to getting a lawyer. If you want to pick a fight, truly you don't want

advocacy which turns into an adversarial situation. What you really need is resolution of

different points of view and constructive compromises. These actually come in a kind of list because I wrote them down stream of consciousness, sometime in November. It was really

223
trying to figure out what these notes meant after several months of delay. Advocacy can very

easily look like what we call client resistant. That is the developer's bad attitude. In fact, it looks

like a bad attitude from both sides. It looks like we're being snobbish and they look like they are

resisting. We can conclude that engineers can't design like white men can't jump and women

can't preach and things. Then finally that leads to "the big game" which is a phrase that the

family psychologist Virginia Santera invented. (I think that's where I got it.) "The big game" is the game about who gets to tell whom what to do. Who gets to give orders and who has to take

orders. Actually, we can say we should get to give the orders because we're the experts. That's

very shaky ground and what's really needed truly I believe is the team effort where there is mutual respect and where the big game just is not played. Where pulling rank just doesn't

happen.

Myths, Plausible Advice, and Wishful Thinking

Usability is a (mysterious) craft

Our preferences as design principles (user control)

Iterate design/implementation a few times

More user input is needed

Completed design

They need a critique

We need to persuade them

Design is entertaining

January 10, 1996 6

Figure 5

A couple of other things on this list. We can quickly learn enough about the user's work, that is, perhaps as consultants we drop into a project with truly a lot of expertise about human factors,

but maybe not much expertise about the task domain. It's very tempting to start talking about

what the user might want based on insufficient information. Remember you're probably working

with people who have been working in that task domain and have years of experience. We can

quickly critique a user interface. Well, we can superficially, but not in any depth, not at the

depth where you're looking at the interaction of why things are they way they are. So these are some things that if we're not aware of then they can separate us. They can ghetto-ize us, in fact.

224
Usability is a mysterious craft. If you sell that to a development manager what he hears or she

hears is, "Oh, an uncontrolled outside dependency, please go away." Because managers do not

want to be in the hands of prima donnas or people who are mysteriously great. Our preferences

as design principles, for example, user control, is another myth. There is something you can say

in most usability drinking sessions after a conference like this, we have to always keep the user

in control and make the user feel in control. Now that's actually a personal preference, because

lots of people who are in this business are very interested in control. See, I'm not so I'm very

sensitive to this. I would really be a passenger, if I had a choice, rather than a driver. So, the

feeling of control is maybe not the point. Maybe the point for some people is just getting their

work done and they don't care who is in control. So maybe user control is a personal preference

and not a deep principle of HCI design. Iterative design and implementation a few times is another myth. I have never, ever, been in any project that went back to consider design after any

code was written. More user input is needed is probably true, but at some point more user input

won't

Layers of Detail Within the Development Organization

One man 's ceiling is another man 'sfloor — a song by Paul Simon —

Humphrey (SED Jacobson EME

Practices Process Doctrine Practices

Methods Methods Operation Deliverables

Tools Tools Weapons Templates

January 10, 1996

Figure 6

substitute for design and, unfortunately, the notion of design being entertaining is probably not

true either. Design is excruciatingly hard work and detailed work. More user input won't solve

that problem. The myth or thinking of wishful thinking of the completed design if we could only

get it right then we could hand it off to engineering and they could program it, but actually

designs are never completed. No one's designs are ever completed. There's always

improvisation. So in my opinion a lot of the quality of the hand-off from, say, a designer to

225
development depends on how aware the developers are of the rationale behind the design so that

when they have to improvise, and they will, they do a pretty good job. I've pursued that with

developers at almost every level of skill and it works really well. I've just seen programmers do

great jobs of improvising.

They need a critique but more. I really find that they need to be informed and they need to participate in developing the design rationale. Programmers need to participate in the design as much as users do. They work better. So these are a collection of things that tend to form our

point of view and if we could just see the flip side of them we could see why it is we are not

always as successful as we would like to be in dealing with development organizations. So that's the story of myths, plausible advice and wishful thinking, as much as we're going to pursue it now. With any luck this will provoke some afterward things.

I want to move on to the next topic: the legitimate and necessary separation of concerns in a development organization. This is going to be fairly simplistic, but maybe there's something to learn anyway.

From a Development Manager's Point of View

Practices

Methods

Tools

Manager: How will thisfit into

myprocess?

Project Leader: What is this usability

stuffanyhow?

Engineer: Will my team accept it?

January 10, 1996

Figure 7

Look around all sorts of places and you can see in management structures a kind of layer of

details (Figure 7) that people are concerned with. This is a set of words from Watts Humphrey's

book in which he distinguishes methods and then practices about that to explain how to deploy

the methods and tools. Jacobson talks about process methods and tools. Military has from the

bottom up weapons, operations, doctrine. I just put that in because I'm from Boston and I have

226
lots of friends who like to wear those hats and do the muskets and march around on Patriot's Day

and reenact the Revolutionary War. So the weapon is the smooth musket and the operation is the manual of arms which they practice and practice to get perfect and then the doctrine is something like don't fire until you see the whites of their eyes. There are these layers of

concerns. In RMP (requirements, models, prototypes) what we have tried to do is address those

levels of concern all together so that we can deal with those levels of concern in a development

organization.

Things look very interesting from a development managers point of view. (Figure 8 These are quotes from a development manager, a good development manager, and this one is excellent.

She is a manager of a group of something between 30 and 40 developers with a budget of a few

million dollars. She reports to a group manager so the group manager said to her, on the

previous version of this product we've been getting an awful lot of complaints about how hard it

is to use and I want you to make those phone calls stop on the next version. So Ms. R said to me,

come on down I want to talk, can you make this stop. So I said, "Sure," "OK, how.?"

Remember, she's only got an hour to listen. How are you going to do that and, furthermore, tell me how to tell my manager that this problem is going to stop and tell me how to tell him in about

five minutes? So that's what she's interested in. She wants to know if her problem is going to be

solved. I didn't have to sell her that she had a problem or wanted a solution, what I had to sell her was that she should listen to me.

Requirements, Models, Prototypes (RMP)

The essence ofengineering is creating constructive compromises among many

conflicting goals. Integrated design can occur only when all the the real issues are allowed to exert an influence. _ , ,„ . — Rubinstein ana Hersh —

A combination of Method, Tools, and Practices

Focused on HCI design in industrial teams

Probably not a ^methodology**

A frankly engineering approach

January 10, 1996

Figure 8

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I had a manager once who explained the whole world to me, he said, "George, why should I believe you?" So this manager actually was very savvy and very good, really running this gang

of cats really well. So she was able to actually speak for her staff at these various levels and

that's what was really cool. She would say, "OK, how is this going to fit into my process? I already have a development process. Whatever you're going to do, how is it going to fit in; how

is it going to avoid disrupting what I'm doing?" She says, "I have project leaders, and what they

want to know is, 'What is this stuff anyway? What is this usability stuff?' I mean, concretely

speaking, how am I going to work this into my development schedule?'" Down at the individual

contributor level she said, "Will my engineers accept it?" And it turns out what she meant is what they want to know is how is this going to actually effect what they actually have to do when

they come in in the morning. So you've got these level of details. So those are really very

different points of view in a development organization and we have had a shot at dealing with

them and I'm going to spend the next about 10 minutes telling you what we've got and then that

will be it.

Design Deliverables as Method

Requirements

Prototypes

January 10, 1996 10

Figure 9

This is the summary slide on requirements, models and prototypes. (Figure 9) It's a combinations of methods, tools and practices. It is focused on HCI design, not usability in the

large because frankly that's more than I can bite off It's probably not a methodology in spite of

having an acronym. What I'm going to describe is a framework and a way of thinking about

doing usability work in an industrial team, but it's very tolerant of interlopers and snap-ins and

changes in variation. So it's extremely flexible, much too much to really be a methodology. It's

228
frankly an engineering approach. If anyone knows where this came from I'd love to know. I know it's not original with me, but the idea is that there are artists and artists believe in intuition

and there are crafts people who believe in, this is when the chips are down, who believe in their

skills. There are engineers who, when the chips are down, believe in their methods, and that's what they fall back on. So, that's what I mean by a frankly engineering approach. We're not

trying to supply process for people who are rocket scientists. We're trying to supply processes

that can be grasped at a elementary level and still add value, something to build on. As Nigel

said earlier, maybe it's better to do something generic that you can actually do rather than try to do something extremely specialized that requires a lot of skill that you can't really deploy. So

we're after something that's actually deployable in real practice.

We'll start at that middle level of the three which is method. (Figure 10) Rather than specify a

collection of things to do, activities, we specify deliverables. There are lots of things you can do,

but there are not that many deliverables that you can imagine. There is a need to develop some

requirements. There is a need to say what it is that if it happens your system will be usable

enough. So we've broken that down into user definitions, "Who is the user?" scenarios; what are the individual stories that have to happen as the system issues and what are the usability goals?

Now this is the level that the manager is interested in seeing: there is a user definition scenario

and usability goals to go do that, a collection of models.

Templates as Tools

A template is a format indicating what information

is needed from tlie designer

Generalized from successful cases and repeatedly

tried and refined on other cases

Tend to make us much smarter

RMP templates are mainly '*low tech"

January 10, 1996 11

Figure 10

229
Design, I think, is really a lot about modeling and creating representations of what's going to happen. Models of the work and also models of the user interface that's going to be built, a

collection of prototypes. You finally have to find out how stuff is going to work out of practice.

We have paper prototypes, on-line prototypes and story boards all for different purposes. There

is nothing specified in this about the sequence in which you do things. What I think you really

have to do is treat each of these as deliverables and this actually comes to the middle layer where

you have a project leader who maybe has a half of dozen people and is responsible for the details

of the schedule. This is the user definition. Here is the designated responsible individual, and

here is the date for the first draft to be due, the second draft and third draft, until it's done—same

thing with work models and prototypes. A specific deliverable, an individual who is responsible

for it and the dates for the draft to be due and in practice the drafts of the deliverables can

overlap. So that is the sort of stuff that a project manager and a small group leader to know.

What individual contributors really need to know is, "What are these deliverables really?"

To deal with that we've created a set of templates, one for each of these work products and I'm

going to show you those. I'm going to go into just a little bit more detail on this. A template

(Figure 1 1) is not exactly what you think it is; it is a format that indicates what information is needed from the designer. It doesn't give you the information, but it basically asks the questions

that are generalized from the literature from successful experience. They tend to make us much

smarter because as a matter of fact it's usually a lot easier to answer a question than to figure out

what the right question is to ask. All of the RMP templates are extremely low tech. The highest

tech template is a kind of grid that's in visual basic, a lay out grid for screens. Most of them are things like Microsoft Word documents.

Templates as Tools (an example)

Five usability goals as defined by Nielsen

An additional three (N+3) that turn up in projects

A minimum level of quantification - Only the importance of each goal is estimated

-No quantitative goals are specified - No measures are specified

This is enough precision to exert a powerful

influence on design

January 10, 1996 12

Figure 11

230
I want to give you one example. This is the example for usability goals. Usability covers a lot of

ground and this is a place to start. We started with Jacob Neilsen's five usability goals, and we

added three that kept popping up in projects, and we could not add them, and we ended up with

those, and we found it very hard to add any more. These are the goals: understandable,

leamable, memorable, efficient, reliable, flexible, automated, satisfying. So what we've done in

the template is put in the name of each one. We put in a description and an example of each one and we've put in numbers fi-om one to ten so that the developers can estimate the importance of

each one.

231
USABILITY GOALS

We want to build a "usable" product. In fact, usability is not a single quality, but is made up of

many goals that can be teased apart and handled somewhat distinctly. It is important to do that so we can focus resources and because some usability goals are actually in conflict and have to be traded off. We are using eight usability goals that cover most known usability issues. Five of these have

been standard in the usability literature and in practice for some time, and three others are new::

1. Understandable 5. Reliable (user errors)

2. Leamable 6. Flexible

3. Memorable 7. Automated

4. Efficient (fast) 8. Satisfying (subjective)

We will start by estimating how important each of these goals is to the product as a whole.

When we have rated the importance of each of these goals, we will have a set of usability

requirements that are precise enough to guide user interface design and to suggest focused

usability testing methods. When we begin to design subcomponents of the user interface, we

may find that we need to revise these goals for each of the subcomponents.

Trade-Offs: It is not possible for everything to be very important. First there are limited

development resources, and some things will inevitably have to go to the end of the queue.

Second, some of the criteria are contradictory; for example a very short leaming curve tends to be

incompatible with very great efficiency (speed) in use, and reliability usually conflicts with both

flexibility and speed.

Scales: The scales for the usability criteria below run from 1 (no importance) to 10 (essential to product success).

ESTIMATES

1. Understandable: Estimate: 1 2345678910

A high rating means that it is important for users to grasp the concepts of the work, system, and

user interface. Example: appreciating the distinction between a client and a server. A low rating

means that the user can perform in a rote mechanical way. Example: data entry from a paper

form.

Comments:

2. Learnable: Estimate: 1 2345678910

A high rating means that leaming the system is an important issue. Examples: a requirement for no formal training or a requirement for getting some usefiil work done in the first day. A low

rating means that leaming is not a major issue. Example: Long and rigorous training is assumed

in order to get very fast and precise performance, so the user interface does not have to be

designed for leaming by exploring.

Comments:

232
3. Memorable: Estimate: 1 2345678910

A high rating means that users will use the system, be away from it for extended periods, then

return to use. (Intermittent use) It will be important for them to get back up to speed quickly.

Example: a system for filing travel expense reports that may be used only once or twice per

quarter. A low rating means that users will use the system more or less daily and so will not

forget things once they are learned. Example: e-mail.

Comments:

4. Efficient (Fast): Estimate: 1 2345678910

A high rating means that it is important for the user interface to be fast with mouse and keyboard.

Example: often used actions in a pull down menu are speeded up through "accelerator" key

combinations such as ^X, "^C, for cut copy paste in Windows. A low rating means that speed

per se is not important and so can be sacrificed to gain reliability, flexibility, and ease of learning.

Example: confirmation messages after dangerous actions ("Do you really want to start WWIII

now?") increase reliability (reduce possibilities for user errors) at the cost of slowing down the

dangerous operation.

Comments:

5. Reliable (user errors): Estimate: 1 2345678910

A high rating means that there are dangerous errors possible and that users should be protected

from them either by preventing them or by making recovery effective. Example: confirmation

messages for file deletion. A low rating means that errors can be tolerated in order to gain

efficiency or flexibility.

Comments:

6. Flexible: Estimate: 1 2345678910

A high rating means that the designers cannot reliably predict the user's work flow, so the system

should be designed to let the user improvise. Example: modem GUI's allow great flexibility

because they usually let the user execute one of very many actions at any one time and in a sequence determined by the user, not the system. A low rating means that the user does not need

to vary the sequence of events or to improvise much. Example: a data entry system may lead a user through a fixed set of questions and data fields in a predetermined order, and this may be the

best design for highly predictable systems since it relieves the user of much repetitive decision

making.

Comments:

7. Automated: Estimate: 1 2345678910

A high rating means that much of the task is so routine that the user should not be bothered with

it. Example: rather than having a user specify each name of a series of files to print, a system

might automate specifying files by allowing wildcards in the file names of a print command and

so replacing typing by an automated process. A low rating means that most operations should be

done manually because they cannot be reliably automated or because it is important for the user

to

233
learn and understand what is going on. Example: It is possible to automate $ DELETE

and yet it is important not to automate this fully because of the danger of too much damage

happening without the user noticing.

Comments:

8. Satisfying Subjectively: Estimate: 12345678910

A high rating means that, assuming all the other criteria are acceptable, there is still a need for a

pleasant experience for the user. Example: Windows offers a wide range of screen color schemes

and amusing screen savers for entertainment value. A low rating means that users need not like

the system. Generally this means that as long as the system stays out of the way and is not very

noticable it is acceptable. Example: Most of us still use terminals at times. We do not expect

pretty graphics on a terminal and consider that aspect of the terminal user interface to be

unimportant.

Comments:

234
I know you can't read this, but you can probably read it right there in your handouts. Basically,

all that really needs to be done to fill this in is to say, "OK, let's pick one, Leamablc." How

important in this product is the learning curve? Is it important for people to get up to speed

quickly? Do you not care because you're going to have an infinite training budget? It's really

just a matter of making that estimate. Now what we don't say is how you get that information

because that's the part that varies. It's very hard to tell someone exactly how or even to give a list of how to make that estimate, but you have to have the estimate. If you can do that for each one

of them then you have a set of usability goals that are powerful enough to really guide design and

that you can test against. If you're very ambitious you can actually specify quantitative measures

to find out how well you're doing on those goals. It is very hard to get people to sign up for a

fairly expensive set of quantitative tests until they've seen some groundwork laid. If you say, "OK, leamable is real important; it gives out a rating of nine out of ten." Then you start saying,

"Well, if it's that important, shouldn't we invest a little bit in saying exactly what it means to be

easy to learn and then shouldn't we test?" So that is how templates work. The idea is to make

things almost automatic.

Practices

Usability created at design time

A focus on design deliverables, not activities - Do only activities contributing to a deliverable - Actively seek connections between deliverables - Sieze opportunities - Fill gaps

Team responsible for all decisions - Individual author - Team review - All critique based on rationale from deliverables

(Things not written do not exist.)

January 10, 1996 13

Figure 12

The set of practices for them is small. (Figure 12) Usability created a design time that is not a

testing time. A focus on the deliverables, not activities. I think I've said plenty of that. A team

that's responsible for all decisions, so shared responsibility, but there's one designated

responsible individual. Critiques based on rationale rather than on authority.

235
Another one is concurrent creation of all the design deliverables. This is not exactly iteration.

Iteration implies that there is some sequence of doing things which you do over and over again.

We don't actually know of any such sequence. If you think about the Star life cycle that Rex put

up this morning, there is an evaluation in the center and lots of things around, but there's no

suggested sequence there. There just is not. There doesn't seem to be any sequence that works

because there is so much feed forward and feed back of information which I won't elaborate on. The last thing is formative evaluation. We've got a set of ten or so deliverables that we'd like to see produced. They are documents, they can have due dates and they'll go through a series of

drafts. So each one of them needs to be evaluated. Many of them cannot be evaluated with

users. Most of them cannot be evaluated by testing, but they all can be evaluated somehow.

That's the point here. Don't evaluate just the prototypes, evaluate your models, evaluate your

goals, and then revise the quality and continue until time is gone. The result of this concurrent

approach is that when the clock eventually ticks down to the end and the dinger goes off then you

have something. You are not half way through a sequential process. Everything is done and

now someone is going to have to improvise. Remember design is never done. So that's what

we're advising people to do and in a year or so we'll see how this finally goes.

I

Practices (continued)

Concurrent creation of all design deliverables

I - All deliverables in parallel (like chapters in a book) - Multiple versions, each more detailed - Comparable level of detail for each design deliverable - Continue until time is gone

Formative evaluation - Evaluation of all design deliverables

(Not just prototypes. Not just testing.) - Draft (author) / Review (team) / Revise (author) - Revise for quality - Continue until time is gone

January 10, 1996

236

Figure 13
This takes us back to point of view (Figure 15), but we may actually view ourselves as expert

navigators. However, others may very well see us as magicians or charlatans, either of those is equally bad. Really development managers and developers don't want magicians coming in and

doing something and they certainly don't want charlatans or snake oil sales people. I believe our

goal and the way to really make our work effective in an organization is to be convincing,

Wrap Up

Please understand, I never had a secret chart to get me to the heart ofthis or any other matter. —from a song by Leonard Cohen — We may view ourselves as expert navigators.

Others may see us as either magicians or charlatans.

To show that we are actually trying to contribute our

own part to a team achievement is an effort of labor,

discipline, concern for the total result, patience, and

humility.

January 10, 1996

Figure 14

authentic, and truly make a contribution to a team achievement. That's hard and sometimes it involves biting your tongue. It involves patience and it really involves humility too sometimes.

I will just stop there. Thank you, very much.

237

An European Perspective on

Engineering Usability: the case

of Italian IRS

Anna Giannetti

Software Quality Management

SOGEI Spa

1

(NOTE: This is not a transcription. Ms. Giannetti was unable to attend but submitted this paperfor the symposium record.)
"An analysis of the impact of usability requirements in a Large

European Government Contract for Public Administration"

by Anna Giannetti

Introduction

This position paper will seek to illustrate the profound modifications going on at the level

of European Union for large project in the Public Administration domain and the impact

of a Software Quality Management, such as the one fostered by the ISO-9000-1, and the

impact they are having on the traditional software development methodology. Issues

concerning the role of European Union and European Central Governments as relevant

Bodies in fostering human interface and human factor competence and skills will be

faced. Furtheraiore emphasis will be given to the ambivalent role of Government and

Public Administration, where a large number of end-users, who should definitely be

empowered, are left with the burden of using software systems of a high degree of

complexity, often implying a great amount of training, without having the opportunity of

communicating their own requirements in a disciplined manner, because of the lack of

user-centred software design and development methodologies. Again, the issue of so- called legacy, waterfall software life cycle methodology and support tools, in particular

with the amount of investment which they have received during the past few years, is also

to be considered to remove economic and technical constraints for enabling the evolution

towards new productive models such as Rapid Application Development, Rapid

Prototyping or even Participatory Design, at a large industrial scale.

Background

During the past years, the market segment of the Public Administration and Government

software providers has undertaken dramatic changes. With the downsizing and

rightsizing revolution and the evergrowing market share for the open distributed

computing architecture, the large, custom, often centralized systems, were surpassed by a

set of integrated solutions, which usually include components off -the- shelf Competion

between custom software and market sofware was also driven by evergrowing user empowerment.

The centralized custom software systems were usually accompanied by massive use of

standard business computer language such as COBOL, possible proprietary methodology

and support tools which emphasised the "waterfall" approach, and less than ever attention

to the ergonomic and human interface aspects as well as user documentation efficacy.

The latter point be explained by the fact that, for such big and monolithic systems, a great

deal of training was already planned for end-users as they were seen to stay on that

particular job for long time, with lowest possible turnover rate, and be justified by the

continuity and stability of technology.

240
Mostly, end-users of such bureaucratic software systems were mainly seen as doing

repetitious tasks such as data-entry from bureaucratic forms, and sophisticated

exploratory user interfaces were even considered a distracting factor and therefore

avoided. Mainframe screens on old VDT were and are still the norm in any large or small

Government office.

How to introduce usability in a

large Government contract

• Duration of contract Long-dated 10 years

• Amount of contract: 2,000 billions Liras for

Three Years

• Type of contract

• based on proprietary methodology and

support tools (DAFNE and DAFNE TOOLS);

• current contractual obligations (MoptthoM

involving budget control)

• approval of Requirements Analysis

• approval of Functional Specs (Q.C.)

• approval of Maintenance Intervention

• approval of Quality Control Result 2

Figure 1

Great investment were made by the largest software providers in tailoring proprietary

development methodologies to procurement and contract issues with less emphasis on the

actual end-user satisfaction, acceptance and hence welfare. In the later years, with the

fastest pace of the technological changes, the international norms on quality processes,

software product evaluation and ergonomic of human computer dialogue and above all the sudden impact of Total Quality Management theories and practices, which were based on the principle of "getting it right getting it better", centralized, training-intensive, heavy

software systems started being replaced by a set of optimally integrated computer and

network solutions with the massive use of personal computing. These solutions were, as much as possible, based on the different user population requirements, and with the

consequence of developing software system with the highest degree of operativity, with

little or no effort in learning and with readable and really immediately useful user documentation.

Training, as well as user documentation and hence what it is called software support,

started being considered as important factors in the overall budget reduction goal and

therefore better analysed.

241
From a management point of view, productivity of end-users also become the central

issue and software systems were only one of out several other potential factors for

improving productivity.

From a user point of view, acceptance of software system, satisfaction in the interaction,

become more than an issue and people started requesting better interaction with such

systems, driven also by the alternative market offers.

Again, a better end-user/developer communication become the crux for improving the so- called "time to market," with the offer of new functionalities in an incremental fashion,

and reduced development time and early evaluation phases.

Nowadays, the real challenge for the future resides mainly in understanding how to evolve the traditional software life cycle into a usability life cycle within a cost-justifying

usability approach. It will include extensive data collection to model and assess current

processes and continuous measurements of the benefits of introducing human factor

issues in the traditional software design and development.

But since it is quite difficult for the sofware system providers to have enough strenght to change the process and product, the involvement of the client and end-user appear to be

mandatory. This is why a Total Quality Management approach is so beneficial: if

usability and end-user acceptance is agreed to be a quality factor, amongst others such as

realiability or portability, at least initially for the most strategic projects, the client will

have a coherent framework in which to calculate and weigh some of the added value (and

possible added costs) of having a more usable softwEire system. If we, as industrial

researchers, are able to demonstrate that usability is not only a quality factor with its appropriate methods and techniques, but, above all, a cost reduction factor in terms of

reduced training cost and reduced operational time with improved end-user performance

and productivity needed and are able to quantify it to the client, we will be in the best

position to start off the user centred revolution in the Government contracts. Government

contractors have got even a better chance: that is to educate the citizens to claim for

usable and less prone to error software systems. In fact the citizens are the ultimate users of such systems and they may also push for better and less expensive Governmental

systems.

This is a case of introducing usability as a quality factor in the Software Quality system

offered by a contractor to a Government Body or Agency. It implies as a first step getting

the client to recognize the importance of such quality factor for his own business.

Usability should be recognized in Governmental activities very important since the

ultimate users in our cases are not consumers but citizens who pay taxes for having back

usable and effective services.

This calls for quality plans which together with the official statement of usability also

contains the means to achieve the quality by:

• designing usability into the software system;

• testing the usability into the software system;

242
• monitoring the usability thoughout the software development;

• assessing usability while the system is in use;

• getting prompts and feedbacks from users; and doing all this through cost-effective means. There are at least four important aspects to be considered in order to be successful in this

enterprise:

1 . the availability of technical norms and regulations which stimulate and support

the introduction of usability principles in the processes and products;

2. the availability of updated software development methodologies which embody

usability principles;

3. the availability of public procurement rules which enhance the role of the endusers as requirements providers and usability testers.

4. the availability of client and users in more responsible and responsive roles, with

the greatest commitment for the global quality of the system.

The norms

International and European technical norms such as EN ISO 9000: quality system, EN

ISO 9001/1994: sw design, development, installation and assistance, EN ISO 9003/1994:

control and verification , EN ISO 1001 1/1994: Inspection, EN ISO 9126: Evaluation of

sw product quality and EN ISO 9241: Ergonomic Requirements for VDT used in office

tasks are all being included in any well managed software process. Relevant legislation

at the European Level: such as EEC Council Directive 92/50: "certification of quality for

Large Government Contract" and EEC Council Directive 90/27: ergonomy and safety of

VDT used for office tasks are increasing awareness in both software providers and users

that usability is of paramount importance for improving quality, productivity and time to market. Furthermore, the procedure of certifying software providers on the basis of the

quality of their processes, as it is implied by the application of ISO 9000 and related

technical norms, is really pushing towards continous process improvements, as it is also

testified by the European Initiative called SPICE (Software Process Improvement and

Capability Determination), which will need to include human factor issues in software

development process. Besides, at the Italian Level, the institution of a Public Authority

for Governmental Software Projects has generated great expectations among the users: main objectives are in fact to guarantee a common interface access to public data through

the adoption of efficient and interconnected networks. In fact Governmental Information

is currently contained in several databases and databanks which are already in most cases

interconnected. This information is highly relevant for many sectors of life and economy

(ranging from business, professionals, information brokers, publishing company, general

public). There is an urgent need in Administrations for a standardization and interchange

of data as well as improved access and communication across all levels of governments

and transparent communication with the general public or professional associations. A

Legislative Decree (DLGS 626/94) on "Ergonomy and Safety for VDT usage" for the

243
first time in Italy iias mentioned the relevance of the the adequacy of the developed

software to the actual user task, the ease of learning, the provision of feedbacks to users at any step of the interaction, the speed at which the information should be displayed and

presented, etc., thus paving the way for a progressive introduction of usability principles

into the traditional software development process.

The procurement rules

One of the major issues which European Central Governments are facing concerns rules

for Public Procurements which are based on a novel relationship between client and

provider. To this purpose, EU sponsored initiative such as EUROMETHOD works in the

direction of making such relation as much transparent as possible to benefit the open

market. In fact, the open market for information systems within the European Union

requires a good mutual understanding between costumers and suppliers and Euromethod

provides a set of common concepts and requirements for a potential hannonisation of

different methodologies, outlook, training and culture to the purpose of imporving the

quality and efficiency of the information system development process by promoting

flexibility and adaptiveness of such methods. It is very strategic for people involved in

such process of public procurement that the development methodologies are adequate to the usability engineering life-cycle. This implies that the conceptual model behind the

adoption of EUROMETHOD as a procurement guide should also include the relevant

deliverable for User Centred Design, insofar having a beneficial influences on all these

European methodologies both Governmental and proprietary, such as SSADM, DAFNE,

MEIN, SDM, V-MODEL, MERISE. These methodologies will be then forced to revise

their own methodological products so as to include usability specifications to guarantee

adequate coverage of user requirements according to the rules and practices of usability.

Within the European market, the role of European Government as regulatory body for the

Information System Procurement and Development Management is crucial. Another

important European Body which may be very influencial on such stable and well founded

methodologies is the European Software Institute, a major industrial initiative, supported

by the European Unione and founded by fourtheen leading European companies, which,

through liasions with the Software Engineering Institute, may also act as promoter of

human factors in software development and use as much as SEI is actively involved in

such matters.

Development methodologies and contractual documents

The type of specifications provided by the Government are usually very generic and do

not mention the usability of the software system. Historically the development of custom

software systems was depending from high level specifications, provided by high level

senior personnel with little or no attention for actual end-users. The traditional process

was then carried out in a bureaucratic "top down fashion", adopting and respecting phases

and activities of a methodology and with the help of development tools and quality

control procedures. This top down approach was also favoured by a lack of awareness and maybe culture by the side of the client and users.

244
Major emphasis was given to the bureaucratic aspects of the coding process and of the

quahty control, mainly enforcing the coverage of requirements, usually without

evaluating and tracing user requirements in the actual context of use. Since quality "at low cost" calls for an early detection of anomalies through early

evaluation and test cycles, and quality control procedures become not only a contractual

obligation but a crucial step towards the verification and acceptance of the whole

software system, more and more attention is being paid to end-user requirements

gathering and engineering.

SLC methodology and support

• Each phases/activities/products of the SLC is

standardized through the integral adoption of

a Software Life Cycie methodology called

DAFNE and related support tools;

• Products for each phases are internally

reviewed by technicians according to Quality

Control Procedures;

• DAFNE methodology is a traditional but

evolving Water-fall methodology which

implies that each phase produces final results

to be checked out against the following one;

• tool supported configuration management is

particularly stressedl

Figure 2

Another influencial factor which is contributing to put Client and Provider relation in the

new perspective of usability, is the application of the method or practice of Function

Point which is going to be widely adopted as dimensional metric for application

development. At the level of Function Point, the user is also involved to analyse the

impact and/or weight of a certain interaction modality choice onto the cost of the specific

fimction point (eg. efficiency of end-user interaction), and this issue v^ll definitely

contribute to the development of an awareness of the issues related to user interface.

During software development there are phases/activities when a specific product, which

may be considered as an important milestone for the overall software project, is issued.

The redefinition and renegotiation of such documents are seen as a first step towards the

acceptance of a usability life cycle. A related issue to be considered is how to track

requirements firom the specification to the coding and test phases so as to guarantee that

usability considerations, hopefiiUy coming directly fi-om the end-users, are not lost during

the progressive formalization. In the case which has been presented here, each

phase/activity/product of the internal software life cycle is standardized through the

245
integral adoption of a proprietary methodology and related support tools widely used in

Governmental Software projects in Italy. Furthermore, products for each phases are

internally reviewed by developers according to Quality Control Procedures. These

Quality control procedures were not intended at the very beginning to involve end users and were mainly carried out for contractual purposes. The DAFNE methodology

[copyright FINSIEL SpA] is a traditional but ever evolving water-fall methodology

which implies that each phase produces final results to be checked out against the

following phase.

The role of Client (1)

• end-users: typically (skilled and unskilled)

computer operators/officials in Central and

District Gov. Offices;

• Intermediate users: technical officers who are

In charge of the planning phase together with

the Contractor and the final verification of the

sw and overall contract monitoring;

• Client: the Chiefs of Government Depts. and

the Ministry Cabinet

• Great emphasis on education and training of

Government personnel so as to reduce the

gap between technicians and administrative

staff

Figure 3

246
The role of the Client (2)

• end-users are involved in the requirement

analysis phase and maintenance request

(through hot line assistance by technicians);

• intermediate users are involved in high level

and verification phases with the high risk of

being too far and detached from the

periphery;

• Clients are involved into more politics but

they can control budgetl

Figure 4

Usability as quality factor

• Government should be convinced that

usability is a crucial issue for productivity,

error-reduction and cost-effectiveness as well

as for well-being of both officers and citizens;

• Usability is a quality factor which should be

built-in, evaluated and monitored during the

overall SLC process;

• Usability involves a more responsive and

responsible end-user! II

• Usability is easier to introduce if there were

national and international standards and

relevant legislation

6

Figure 5
Basic proposal of changes in

SLC products (1)

• Introduction of Us»r Requirements

specifications (including UsabHKy Specs) at

the level of Sw Specification which should be

validated by (a selective sample of) end-users

- by "inspection" - by "animation"

• and reviewed by Intemnediate Usere for

budget/cost purposes;

• Introduction of Acceptance Testing which

should be globally planned by Intermediate

User, but which will include Usability Testing

involving (a selecti've sample of) end-usere;

7

Figure 6

Indeed, with the Total Quality Management issue, these Quality Control procedures begin

to be an essential part of the contract thus involving directly the client/user. The first objective of a plan for introduction of usability as quality factor in the software

production process is the redefinition of two basic documents in the software life cycle:

• User requirement definition (as evolution of the so-called non-ftinctional

requirements);

• Usability Specs (as part of the Quality Specs for the products)

248
Basic proposal of changes in

SLC products (2)

• adopt "communication protocols" for user- centred design: common standards and

guidelines will facilitate end-user/designer

interaction at all pliases - revision of prototypM (or pap«r work!) through taslt analysis and modslling techniques

• adopt Q.C. checklist, metrics, test suites, and

User Satisfaction questionnaires early in the

specification phases and propose them to

end-users;

• design the User Manual early in the

specification phase and use it as means in

the revision discussion;

8

Figure 7

The former document contains the description of the context of use, type and frequency

of tasks, type of users, impact on job organisation, etc.. and it will possibly contain

formal notation for task description. The latter document contains, for a quality factor

such as usability, a set of methods and techniques for testing, evaluating, assessing and

thus guaranteeing the standard level of usability for that particular project. The validation or quality control of such documents involves the participation of (a selective sample of)

end-users £ind reviewed by high-level for budget/cost purposes;

In the testing phase, the latter document will be accessed and usability tests will be

constructed and documented in an internal report which will then be integrated into the

Verification Report. Before the verification phase, all quality characteristics which are considered to be relevant for the objective and the measures are verified and then

registered in the official verification report.

Acceptance Testing is globally planned by representative of the Client prior to the actual

verification stage and in case it includes Usability Testing, it will be carried out with the

involvment of (a selective sample of) end-users.

249
Role of ergonomists

• Need for International Curriculum:

• "Towards a European Registration Model for

Ergonomists", Leiden University, 1992

- Education, Training, Experience: » Human Characteristics, Woric Analysis and

Measurement, People and Technology; - Registration Bodies (Register Committees, ergonomics

societies, Eur.Erg. Title)

• "New Directions in HCI Education, Research

and Practice, NSF/ARPA,1994"

- Nature of Human-Computer interaction. Use and Context

of Computers, etc.. - other Course Syllabus at several US Universities

9

Figure 8

Standards and legislation: the

key for usability!

• At ISO Level: - EN ISO 9000: quality system - EN ISO 9001/1994: sw design, development, installation and assistance - EN ISO 9003/1994: control and verification - EN IS0 10011/1994: Inspection - ISO 9126: Evaluation of sw product quality - EN ISO 9241(1,2,3) : Ergonomic Requirements for VDT

terminal used in office tasics

• At European Level: - EEC Council Directive 92/50: certification of quality for Large Government Contract - EEC Council Directive 90/27 0: ergonomy and safety of

VDT used for office taslw

10

Figure 9
standards and legislation: the

key for usability! (2)

• EPHOS (Handbook v.1 1994): - European Procurvmaht Handbook for Open Systems - guidance for Public Procurers within Member States when procuring Information Technology and

Telecommunications - Relevant EPHOS Module: Virtual Terminal v. 1.0 (1994):

Forms profile. Paged Profile, Telnet Profile

• EUROMETHOD (Phase 3 1994): - GEE Recommended Methodological Framework

(includcng DAFNE) for project planning, procurement and

management, technical documentation for public

procurement- key product is requirements specs *

intertacis specsl

• ISO/CENSC7:

- information System Engineering Concepts and Model .

,

Figure 10

Standards and legislation: the

key for usability! (3)

• ESI

- European Software Institute (Our major holding is full member!)- Process Assessment and Improvement including

Human Factor Issues-Learning Organisation Project

• At the Italian Level

- Institution of the Authority for Public Administration; - Contractual Monitoring; - Legislative Decree: DLGS 626/94 on Ergonomy and Safety

for VDT usage for Office Tasks: » sw should be adequate to the task

» sw should be easy to learn or adaptable to the user

» sw system should always provide feedbacks

» sw systems should present/handle info at human speed

12

Figure 11
Effective Role of Government

• compliance to Standards and Legislation

which is forcing to consider usability;

• desire to have high quality sw products and

total transparency over the process;

• need for better monitoring of Gov. contracts;

• transparency of service level metrics

(including usability metrics);

• comakership between client and provider,

assistance in Project Planning, Acceptance

Testing, Final Verification;

• Less "bureaucratic controI'MI!

13

Figure 12

Effective role of Government

Contractors

• introduce endnisers in the process as well as

in the quality control (empowering

Government staff! 11);

• in order not to loose "power" standards,

guidelines and effective methodologies are needed and they are to be shared between

end-users and designers:

- better (mnoto) •ducation and training (by sidllad practitiofwra) - cooperation among savaral aetora in the process - bettor methods for assessing trade<ofh in design choices

in terms of Usabiiity goals (Norman 83) - transparant measures/metrics for assessing usabiiity

Figure 13
The role of European Union

Progetto MAPI (Music Assisted

Process Improvement):

Budget complessivo = 1MECU;

Budget SOGEI: 150,000 ECU

Consortium:

Lloyds Bank-UK (Coordinator)

SOGEI -I (full Partner)

AMS -S (Associate)

Ericsson-S (Associate)

Inland Revenue Service-UK (Associate)

15

Figure 14

253
The role of European Union

Consortium (conf): CYCO-NL (Associate)

Berlin State Museum-G (Associate)

Brameur-UK (Subcontractor)

National Physics Lab-UK (Subcontractor)

Human Factor Research Group -IR

(Subcontractor)

WITLab-NL (Subcontractor)

NOMOS-S (Subcontractor)

DATA Management (Subcontractor)

""^

Figure 15

The MUSiC method

Progetto ESPRPT 5429 (1990-1993)

Name: Measuring usability In Context

Partners: - BRAMEUR Ltd UK

- Data Management S.p.A. Italia - SEMA Group sae Spagna

- National Physical Lat}oratory - HUSAT Research Institute UK

- University College Cork - Technische Universiteit Delft - WWU University Munster

UK

Irlanda Olanda

Germania

Figure 16
MUSIC tools

- Usability Context Analyser - Performance Measurements

» (DRUM Video Analysis Supp. tool) - Subjective User Attitude » SUMI Software Usability Measurement

Inventory (Leamability, Efficiency,

Affect Control and Helfulness)-

SUMISCORE

» Cognitive Workload

» Task Load Index

» Subjective Mental Effort Questionnaire

(SMEQ) 18

Figure 17

New Government Contract

proposal (under approval)

• User Requirement Document and Context of

Use Definition according to ISO/CD 9241_11

• Usability specs: target value and metrics;

• Definition of Quality Profile for Software

projects which may include Usability as one

of the quality factors;

• Prototype stage with evaluation sessions:

- for better ellcitation of user requiremente; - for better understanding of non-functional requirements;

• Better traceability of Usability Requirements

throughout the Software Life Cycle;

19

Figure 18

255
New Government Contract

proposal (under approval)

• Slatifi Usability testing as part of Quality

Control (ISO checklists and Styleguide

application evaluation)

• Dynamic Usability testing as part of System

testing -user observation and interaction

logging;

• Complete Usability testing as part of User

Acceptance testing;

• definition of a formal written protocol to

communicate usability testing results to both

programmers and users;

20

Figure 19

Crucial importance is ascribed to the adoption of so-called "communication protocols"

for user-centred design, as much as common standards and guidelines enormously

facilitate end-user/designer interaction at all phases of:

• revision of prototypes (or paper work!) through task analysis and modelling

techniques

• discussion of usability aspects early in at the specification phase;

• Q.C. checklist, metrics, test suites, and User Satisfaction questionnaires early in

the specification phases;

• design the User Manual early in the specification phase and use it as means in the

revision discussion;

The user typology

Furthermore, the role of the client should be better specified since, in bureaucratic

organisation, people responsible for the budget are usaully centralised and do not usually

care too much about the actual end-user. Therefore there is a strong need of empowering

end-users (especially at the local and pheripheral level) and motivate them to learn about

methods and techniques for requirement gathering, usability testing and global product

revision. The major issue is that of disciplining the relationship with the user so as to get a cost-effective involvement. Starting from Central Office which will deal with the

256
phases of tender and procurement of the system, to the Technical Information Centers

which deal with contract monitoring, to the actual end-user of the Central and District

Offices which will provide requirements and observations. There is a deep training issue

here:

end-users: typically (skilled and unskilled) computer operators/officials in Central and

District Gov. Offices; Intermediate users: technical officers who are in charge of the

planning phase together with the Contractor and the final verification of the sw and

overall contract monitoring; Client: the Chiefs of Government Depts. and the Ministry

Cabinet.

Great emphasis on education and training of Government personnel so as to reduce the

gap between technicians and administrative staff. End-users are also usually involved in

the requirement analysis phase and maintenance request while intermediate users are involved in high level and verification phases with the high risk of being too far and

detached from the periphery.

Conclusions

Government should be convinced that usability is a crucial issue for productivity, error- reduction and cost-effectiveness as well as for well-being of both officers and citizens.

Usability is a quality factor which should be built-in, evaluated and monitored during the

overall SLC process and involves a more responsive and responsible end-user as well as a

renegotiation of contractual product and a discipline for user involvement.

Currently Government Agencies need also to be compliant to European Standards and

Legislation which is forcing to consider usability in the process and in the product and

since they have already invested in a methodological framework for software system

development, this investment (both in terms of skills and knowledge and economic

resources) should be preserved but at the same time these development

methods/techniques should be updated in terms of documents, formal notations, etc... Moreover and because of reduction of the allocated budget, there is a growing need for

better monitoring Governmental contracts, both from an economical and from an user acceptance point of view. This also implies that services offered should continously be

monitored in a transparent way, including usability metrics both for process and products.

Total Quality Management theories and practices imply a "comakership" between client

and provider, which includes assistance in Project Planning, Acceptance Testing, Final

Verification with less purely "bureaucratic control" and more "involvement and

commitment in the overall process". Government Contractors should introduce end-users

in the development process as well as in the quality control and, in order not to loose

business revenues, standards, guidelines and effective methodologies are needed to be

shared as common grounds between end-users and designers implying better (remote)

education and training (by skilled practitioners), cooperation among several actors in the

process, better methods for assessing trade-offs in design choices in terms, and

transparent measures/metrics for assessing usability.

f U.S. GOVERNMENT PRINTING OFFICE: 1997-417-392/72673 257

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