Designing Better Software User Centred Design and Usability

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Designing Better Software User Centred Design
and Usability

• Adam Smith
• Director, Design and Usability
• Flight Level Media Ltd.

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The problem

• Moving from passive, broadcast system to
  interactive model
• Software is designed by a range of specialists,
  with one person missing
• Best intentions fail without good information
• Most software is good enough

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The problem

• Moving from passive, broadcast system to
  interactive model
• Software is designed by a range of specialists,
  with one person missing
• Best intentions fail without good information
• Most software is good enough

4
The problem

• Moving from passive, broadcast system to
  interactive model
• Software is designed by a range of specialists,
  with one person missing
• Best intentions fail without good information
• Most software is good enough

5
The problem

• Moving from passive, broadcast system to
  interactive model
• Software is designed by a range of specialists,
  with one person missing
• Best intentions fail without good information
• Most software is good enough

6
The problem

• Moving from passive, broadcast system to
  interactive model
• Software is designed by a range of specialists,
  with one person missing
• Best intentions fail without good information
• Most software is good enough

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Overcoming the Obstacles

• User-Centred Design
• Human Factors
• Usability

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Overcoming the Obstacles

• User-Centred Design
• An approach to designing interactive systems that
  starts with user needs and involves real end
  users in the design process.
• Human Factors
• Usability

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Overcoming the Obstacles

• User-Centred Design
• Human Factors (aka Ergonomics)
• Recognising the capabilities and limitations of
  human beings so that systems can be adapted to
  them.
• Usability

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Overcoming the Obstacles

• User-Centred Design
• Human Factors
• Usability
• Methods and metrics for measuring how well a
  piece of software works for its intended audience.

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User-Centred Design

• Start with the passenger
• The importance of observation
• Situational awareness

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User-Centred Design

• Start with the passenger
• Do not make assumptions about their knowledge,
  behaviour, or motivations.

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User-Centred Design

• Start with the passenger
• Do not make assumptions about their knowledge,
  behaviour, or motivations.
• Tailor sales/marketing to be appropriate to
  their needs and expectations

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User-Centred Design

• Start with the passenger
• Do not make assumptions about their knowledge,
  behaviour, or motivations.
• Tailor sales/marketing to be appropriate to
  their needs and expectations
• Not all people are the same. Be thoughtful and
  selective.

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User-Centred Design

• The importance of observation
• People dont self-report very well.

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User-Centred Design

• The importance of observation
• People dont self-report very well.
• The best information is obtained by talking,
  listening, and watching.

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User-Centred Design

• The importance of observation
• People dont self-report very well.
• The best information is obtained by talking,
  listening, and watching.
• We have access to many thousands of passengers
  every day.

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User-Centred Design

• Situational Awareness
• We have many restraints to work around,but we
  also have some unique opportunities.

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User-Centred Design

• Situational Awareness
• We have many restraints to work around,but we
  also have some unique opportunities.
• Where know where the user is, where theyre
  going, what kind of environment they are in.

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User-Centred Design

• Situational Awareness
• We have many restraints to work around,but we
  also have some unique opportunities.
• We know where the user is, where theyre going,
  what kind of environment they are in.
• Where can we go with IFE beyond the classic
  applications?

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Usability

• The verification side of user interface design
• A set of tools and metrics - the classic is the
  usability test

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Usability

• The verification side of design
• Usability is the flip side of user interface and
  software design.

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Usability

• The verification side of design
• Usability is the flip side of user interface and
  software design.
• Goal is to identify what works and what doesnt,
  and provide a benchmark for measuring
  improvement.

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Usability

• The verification side of design
• Usability is the flip side of user interfaceand
  software design.
• Goal is to identify what works and what doesnt,
  and provide a benchmark for measuring
  improvement.
• There are no simple, universal rules - it all
  depends.

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Usability

• A set of tools and metrics
• Heuristic analysis, elements of human factors and
  user research

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Usability

• A set of tools and metrics
• Heuristic analysis, elements of human factors and
  user research
• Usability testing

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Human Factors

• Basic awareness of the physical realities of the
  passenger and their environment
• Remember the social and cultural aspects of the
  environment
• Draw on existing research to better take into
  account that environment

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Human Factors

• Basic awareness of the physical realities of the
  passenger and their environment
• Examples
• Touch screen button sizes
• Cognitive load
• Colour and contrast in displays
• Physical environment (shaking, lighting, distance
  from screen)
• Noise

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Human Factors

• Remember the social and cultural aspects of the
  environment
• Lack of privacy
• Heightened levels of anxiety
• Restricted movement and visual field
• Close proximity to strangers

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Human Factors

• Draw on existing research to better take into
  account that environment
• Physical human factors
• Cognitive psychology
• Cultural anthropology

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Human Factors

• This information and research is out there, but
  its off the radar for most software development
  teams.

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Where to start

• Two basic, simple tools to adopt
• Personas
• Usability Testing

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Personas

• Archetypal users based on research of your real
  users who can be used to help direct design and
  provide a common understanding of who you are
  designing for throughout the team.

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Personas

• Research (observation, interviews)

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Personas

• Research (observation, interviews)
• Establish realistic, honest archetypes around
  groupings of behaviours

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Personas

• Research (observation, interviews)
• Establish realistic, honest archetypes around
  groupings of behaviours
• Develop personas - detailed descriptions of the
  person, their background, approach, needs,
  expectations, etc.

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Personas

• Research (observation, interviews)
• Establish realistic, honest archetypes around
  groupings of behaviours
• Develop personas - detailed descriptions of the
  person, their background, approach, needs,
  expectations, etc.
• Use those models to inform and shape the design

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Usability Testing

• Real end users performing typical tasks and
  observing their actions to reveal where the
  design is strong and where it can be improved.

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Usability Testing

• Can be done inexpensively and quickly.

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Usability Testing

• Can be done inexpensively and quickly.
• Best done early and often - paper prototypes are
  an excellent place to start.

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Usability Testing

• Can be done inexpensively and quickly.
• Best done early and often - paper prototypes are
  an excellent place to start.
• When done properly it avoids biases and provides
  honest answers.

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Usability Testing

• Can be done inexpensively and quickly.
• Best done early and often - paper prototypes are
  an excellent place to start.
• When done properly it avoids biases and provides
  honest answers.
• Unmatched in its ability to uncover problems
  before deployment.

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Who to involve

• Airlines
• Information gathering
• Setting priorities and merging branding into
  design
• Developers
• Informed developers produce better software
• Everyone
• Have a user advocate position on the team
• Can be involved in personas and user testing

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A few myths to watch out for

• Good design just requires common sense.
• Intuitive user interface design.
• Were passengers too.
• We dont need to talk to anyone else because
  weve got focus group data.
• Our customers have told us what they want.

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What is to be gained

• An IFE system is like a customer service rep in
  the next seat - it needs to behave appropriately.
• Being good enough isnt good enough - dont die
  the death of a thousand pin pricks.
• Brand experience comes from the overall
  experience, not the colours and pictures.

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What is to be gained

• IFE software is an expensive and complex
  undertaking. It is worth doing it right.

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Closing comments

• DO sweat the details
• The best passenger/brand experience is one where
  the passenger is comfortable and feel that they
  have some control.
• A lot of foundation work exists in application,
  new media, and Web design. Lets learn from that,
  avoid their mistakes, and improve upon their
  successes.

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For More Info

• Detailed notes, including a list of resources to
  accompany this presentation are available at
• http//www.flightlevelmedia.com/ucd/