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HEC-University of Lausanne. Project Description and Deliverables. Due Date. Due Dates Deliverable Deliverable 1. March 5, 2009 Team structure. Project form
Interactive Systems Design and Evaluation HEC-University of Lausanne Project Description and Deliverables

Due Date

|Due Dates |Deliverable | |Deliverable 1 |Team structure | |March 5, 2009 |Project form | |Deliverable 2 |Persona detailing the characteristics of the main | |March 26, 2009 |groups of users | | |Persona scenario form detailing one specific class | | |of users including their ability, skills, | | |preferences, previous training, IT experience, etc. | | |Tasks diagram using CTT | | |Work context including technical, physical and | | |organizational environments (1 page maximum) | |Deliverable 3 |Report summarizing the major discussions and | |April 9, 2009 |decisions made during the participatory design | | |workshop | | |Low fidelity storyboard using PowerPoint | |Deliverable 4 |Heuristic evaluation results | |April 23, 2009 |Recommendations and improvements that should be | | |considered in the next stage. | |Deliverable 5 |High fidelity prototype | |May 7, 2009 |Installation and configuration procedure of the | | |prototype | | |Brief help on how to use the prototype | |Deliverable 6 |SUMI results | |May 30, 2009 |Performance measures (Task duration and task | | |failures rates) |

Customer Relationship Management (CRM) Tools [pic]This year, we will consider a Web-based CRM. Ideal applications will have real users you can talk to, require some transaction processing, and will require a realistic level of design sophistication and interactivity.

You are asked to search for your own application, but you need to get permission and approval of the instructor to make sure you are on the right track. You may also suggest applications that complement work done in other courses, with permission of both instructors.

The following are some of the material that can help you to start

• Introduction to CRM (Slides by the professor) • Online Demo: Goldmine http://www.frontrange.com/registration/Register.aspx?regid=677 • Watch Video: What I Like Best About NetSuite http://www.youtube.com/watch?v=fj7ZsKZiBiw&feature=channel_page

Objective

This project is a hand on exercise on user-centered design, usability and user interface prototyping and testing.

Fundamentally, user interface design begins by getting to know the intended users, their tasks, and the working context in which the system will be used. Only then, you consider what the actual system design should look like, where you would base the design on real people, real tasks, and real needs.

User centered system design is not an academic process where some cookbook formula can be applied. Nor is it an intuitive process where a programmer can sit in their office and think they know what the user and their tasks are. Rather, it is a hands-on process that requires you to go out and identify actual users, talk to them about which tasks they are trying to do, and understand the entire context of their work. You then base your design solution on this information.

Because your initial designs will be crude and problem-prone, you will have to identify potential usability problems by continually evaluating your design and by crafting new designs. This is called user-centered design.

The immediate purpose of this team project is to give you experience in:

- Articulating good task descriptions and usability goals - Using the task descriptions to decide upon functional requirements, - Brainstorming low and high fidelity prototypes based upon the above, and - Evaluating the design through, heuristics, design reviews and interviews

The outcome of this project is a design solution including:

- Expected users of the system and their work context - Actual, representative tasks that people are expected to do using the system functionalities - Prioritized list of functional requirements - Paper and software prototypes - End-user documentation and online help - Recommendations and constraints for future development and usability testing

During this project, we use the following user-centered design methods that can help improve the usability and usefulness.

• Card Sorting Technique that allows users to group the information and services used by your application and helps to ensure that the information architecture matches the way users think.

• Contextual Interviews Method that enables you to observe users in their natural environment to better understand the way users work

• Focus Groups Moderated discussion with a group of users that allows you to learn about users' attitudes, ideas, and desires

• Heuristic Evaluation Usability inspection method where a group of usability experts evaluate the Web site against a list of established heuristics (or guidelines).

• Individual Interviews One-on-one discussions with users that allow you to learn how a particular user works and enables you to probe on a user's attitudes, desires and experiences

• Participatory Design Technique where multiple designers create mock-ups of the user interface and the best aspects of each design are used in the final design

• Personas A fictional person that represents one of the major user groups for the site. The design team considers the needs of this fictional person when developing the site.

• Prototyping Draft model (or mock-up) of the Web site that allows the design team to explore ideas before fully implementing them. A prototype can range from a paper mock-up to interactive html pages.

• Surveys (Online) Series of questions asked to multiple users that helps you learn about the people who visit your site.

• Task Analysis Method that involves learning about users' goals - what they want to do on your application - and understanding the tasks that users will perform on your site

• Usability Testing and performance measurement One-on-one sessions where a "real-life" user performs tasks on the application in order to identify user frustrations and problems with the site

• Use Cases maps and scenarios Description of how users will use a particular feature of the Web site. Use cases that maps is a visual notation provide a very detailed look at how users interact with the site including the steps a user will take to accomplish each task.

Team Structure

You will work in a team of 3 or 4 students maximum. The idea of working in a team is to get alternate design ideas, alternate ways of considering things, and more breadth at eliciting and interpreting evaluations. It is your responsibility to find team members that you can work with.

Note that if this were being done "for real", the best team would have people from diverse backgrounds that will give the team different perspectives on the problem. A real user-centered design team could comprise a project manager, a marketing person, a programmer, a representative end user, and/or a help desk person who regularly deals with end users. Each member has to play one of the following roles:

1- Usability and UI designers – Those who specify the context of use and conduct usability requirement reviews and testing sessions. 2- Software developers – Those who detail the specification of the system's functionalities and develop the use case model and the user interface prototype 3- Direct users – Those who use the system to complete their tasks. It includes also those who use the system for other purposes, such as system administrators, installers and demonstrators. Even if the cause-effect relationship between usability problems and indirect users’ jobs can be easily demonstrated, indirect users’ requirements are most often neglected when designed a user interface. For example, a system whose installation is not easy to understand will be incorrectly installed in terms of user preference and specific need. This will be source of many usability problems. 4- Stakeholders – Those who are affected by the system or can influence its development, such as marketing staff and purchasers. Their input is mainly used as constraints or additional requirements. For example, marketing staff may like to add to the system a specific function that another company is planning to implement. In many projects, we observed that such functions are more a source of distraction and ambiguities for users than added values. Consequently, functions such as these are classified in specific category in the requirements.

Project Milestones and Deliverables

There are six milestones in this project. Yu will have to go through all of them while doing the detailed activities, using the listed techniques and producing the deliverables.

Step 1: Description and Criticism of the Selected Application Deliverable: Project Definition and Team Structure Usability Techniques and Tools: Focus Group and User Feedback collected from forums

The redesign of an existing system will normally take place as a project. It is important for the design team to gain a high level understanding of the existing application and the rationale for the system redesign.

Normally, the information about the application and how it has been used should be obtained by interviewing real users. More details may be drawn from a “system proposal document or white papers” or a user manual or an online user forum. During this step, you are asked to interview real end- users and at least try to get an idea, from online forums, about the system you will redesign.

The deliverables include:

• Team structure form • Application description and criticism form which includes also the cost-benefits justification of the system.

Step 2: User Experiences and Task Modeling Deliverable: Personas and Task Analysis forms Tools and Techniques: Tasks Analysis with CTT, Persona, User Interviews

During this step, you should describe the profile of the expected future users, their work environment, and what tasks they will accomplish with the envisaged system.

Use the persona to cluster and present the main user classes.

You will have to list at least 5 concrete tasks related a specific one class of users. Try to keep task descriptions short and to the point. For each task, you should describe the relative importance of the task (e.g. frequently done and important, infrequently done but still important, rare and not important, etc.), and whatever other nuances you feel should be included. You should also describe how the task was validated.

The deliverables for this stage include:

- Persona form to detail the characteristics of the main groups of users, maximum five groups. Indicate the primary and secondary personas. - Persona scenario form to detail one specific class of users including their ability, skills, preferences, previous training, IT experience, etc. - Task diagrams using CTT including characteristics and steps of each task - Work context including technical, physical and organizational environments





Step 3: Conceptual Design and Design Concepts

Deliverable: Paper Prototype Usability Tools and Techniques: Norman design principles, Storyboard with PowerPoint including Images of User Interfaces Elements such Dialog Box, Windows, etc

This step consists to develop a storyboard which presents a sequence of user interface elements and drawings (or images) showing the system in action. The storyboard says what the new user interface will be without the key tasks to be supported detailing how the system will work in supporting all the possible tasks. You may focus on the whole story of a specific task, including manual steps (that will not be supported by the system), automated steps, and interactions with the system.

The following are the major milestones in building the storyboard:

- Choose one or several task from those described in previous stage. - Develop a consolidated sequence of steps (manual and automated) to accomplish this task - Sketch out how you want to redesign the work of this task

Using these information, task models and personas, you will have to:

- Produce a design concept that establishes a compromise between all the ideas proposed by your team members. A participatory design workshop should be organized to review the different concepts. Afterwards the different design solutions are compared and their feasible one is taken forward. - Develop a storyboard based on the proposed design concept.

The deliverable includes the following:

- Discussion report summarizing the major discussions and decisions made during the participatory design workshop that conducted to the design concept - Storyboard using a PowerPoint.

Note that you will be asked to present your prototype in class.



Step 4: Conceptual Design Review and Heuristic Evaluation Deliverable: Evaluation Reports Usability Tools and Techniques: Nielsen Heuristics

This stage consists to conduct an heuristic evaluation using Nielsen criteria. Remember that the evaluation is done on the low fidelity prototype of the system developed in the previous stage. On the other hand, this evaluation is restricted to the user interface, and does not cover the full scope of the system in terms of functionalities.

First, each team member is invited to look at the user problems with the system. All the collected information are then analyzed and compiled as a list of usability problem according to Nielsen heuristics. Any criticism (description of the user problem) should be constructive. Don't use derogatory language, try to find one good point for every bad one you mention, and offer suggestions on how to improve a flawed aspect.

The deliverable of this step is the usability evaluation portfolio including a compiled list of problems related to each of the 10 Nielsen heuristics and their severity. The deliverables includes also recommendations and improvements that should be consider in the next stage.

Step 5: High Fidelity Prototyping Deliverable: Revised Prototype Usability Techniques and Tools: Design Guidelines, User Interfaces Patterns, Software Tool for Prototyping such as Visual Basic, Java Eclipse, Visio, DENIM, SILK

The prototype should then be redesigned according to these improvements. The deliverables include:

- High fidelity prototype - Installation and configuration procedure of the prototype (If it is a software prototype) - And brief and short help on how to use the prototype

This prototype and the documents must be neat, well organized, and visually appealing.



Step 6: Performance and Psychometric Test s Deliverable: Revised Prototype Usability Techniques and Tools: Task Performance Measures, SUMI, Moare

This step of the project will not be done by the team that developed the prototype, but by an evaluation team – members of another development team. This has a few implications that you should be aware of. Since the evaluation team need a copy of the deliverables so far prepared by the development team, should prepare it in such a format that it could be easily used by the evaluation team.

The test consists of:

• Task performance measurement. You have to consider the list of tasks defined in stage 2. • Administration of the SUMI questionnaire. Each team member of the evaluation group has to fill the SUMI questionnaire. You may also other students from the class. The results are compiled using the SUMI scoring system.



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