Using Interaction Design and Listening Skills to Create Products That Your Customer Will Love Janet M. Six, Ph.D. and Maur...
Overview 1:30 - 2:30: Introduction to Interaction Design 2:30 - 3:00: Listening Skills 3:00 - 3:15: Break 3:15 - 4:05: Con...
Introduction to Interaction Design Janet M. Six, Ph.D.
The Next Best Thing Since Sliced Bread!
Frustrate, Annoy and Waste Time!
John's Laptop Computer True Technology Tales
My Cell Phone True Technology Tales
"Broken" Dishwasher True Technology Tales 1 1 From  askTog.com
Pharmacy Discount Card True Technology Tales
How much does it cost? True Technology Tales
Possible Washing Machine Overflow True Technology Tales
How about You? True Technology Tales
Kinda Funny ... True Technology Tales
Kinda Funny ... True Technology Tales But Very Expensive  with respect to  Time, Money and Stress
What went wrong?
What went wrong? Products were not designed to be  used  by the consumer
What can we do?
What can we do? Make  better designed  products
That's Great ...
That's Great ... but what about REALITY?
Interaction Design (IxD) Designing front-end and back-end of  products to support user in completing tasks
Interaction Design (IxD) Designing front-end and back-end of  products to support user in completing tasks while factoring...
1.  Learn  A bout the Customers, Tasks,  Goals and Measures of Success 2.  What's  B ad? 3.  What are the  C onsequences? ...
Interaction Design Principles 1.  Definitively Know the User
Categories of Users <ul><li>Expert  </li></ul><ul><li>Novice </li></ul>
<ul><li>High-Tech  </li></ul><ul><li>Low-Tech </li></ul>Software development Casual web browsing and email Categories of U...
The User Universe Novice Expert Low-Tech High-Tech
2.  Understand   the Goals Interaction Design Principles <ul><li>Buying Customer </li></ul><ul><li>Using Customer </li></u...
3.  Make Use of Known Models and Principles Interaction Design Principles
The GOMS Model by  Card, Moran and Newell (1983) 1 Discussion from  The Humane Interface , J. Raskin 2000   1 <ul><li>Quan...
What's the catch? <ul><li>Preference </li></ul><ul><li>Tradition </li></ul><ul><li>Cost </li></ul>
Shneiderman's Eight “Golden Rules” of Interface Design Designing the User Interface: Strategies for Effective  Human-Compu...
Shneiderman's Eight “Golden Rules” of Interface Design Designing the User Interface: Strategies for Effective  Human-Compu...
Shneiderman's Eight “Golden Rules” of Interface Design Designing the User Interface: Strategies for Effective  Human-Compu...
Shneiderman's Eight “Golden Rules” of Interface Design Designing the User Interface: Strategies for Effective  Human-Compu...
Designing the User Interface: Strategies for Effective  Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>5.  Off...
Designing the User Interface: Strategies for Effective  Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>5.  Off...
Designing the User Interface: Strategies for Effective  Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>5.  Off...
Designing the User Interface: Strategies for Effective  Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>6.  Per...
Designing the User Interface: Strategies for Effective  Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>7.  Sup...
Designing the User Interface: Strategies for Effective  Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>8.  Red...
4.  Test the Design <ul><li>Expert Reviews </li></ul><ul><li>User Testing </li></ul><ul><li>Surveys </li></ul>Interaction ...
Testing Principles <ul><li>Correct areas of User Universe </li></ul><ul><li>Different Conditions </li></ul><ul><li>New Use...
Should Companies Care About Design? Bad Products  Do  Sell
Should Companies Care About Design? Bad Products  Do  Sell But for how much longer?
Should Companies Care About Design? &quot;Everybody says, 'Oh, the user is the  most important thing,' but nobody else  re...
Business Realities <ul><li>Money </li></ul><ul><li>Time </li></ul><ul><li>Support of the C-level ? </li></ul><ul><li>Suppo...
Business Realities Companies Exist to Make $$$
If Your Product is a Commodity
If Your Product is a Commodity Starbucks is doing great with its commodity
A Three-Tiered Solution <ul><li>Make a Product that  Doesn't Annoy </li></ul><ul><li>Make a Product that is  Liked </li></...
A Final Thought ... If the user does not like using your product they  will  try to switch products
Resources My Upcoming Book askTog.com Don Norman Books Alan Cooper IXDA.org ACM SigCHI UPA
www.lonestarinteractiondesign.com [email_address]
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Dr. Janet Six - Using Interaction Design to Create Products That Your Customer Will Love

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High-tech products are supposed to make everyday life easier and more productive. However, we need to assess if this is really the case. Do bloated software and unwieldy hardware improve our lives or increase our stress levels? In this practical view of usability, we will first discuss poor software and hardware designs and how they affect the consumer and the businesses selling those products. Then we will explore how companies can realistically create easier-to-use products through interaction design. It is not necessary to abandon your current process. With some minor modifications, you can drastically improve the usability of your products. These modifications can be made within the technical, financial, and time constraints of your company.

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Dr. Janet Six - Using Interaction Design to Create Products That Your Customer Will Love

  1. 1. Using Interaction Design and Listening Skills to Create Products That Your Customer Will Love Janet M. Six, Ph.D. and Maura Schreier-Fleming
  2. 2. Overview 1:30 - 2:30: Introduction to Interaction Design 2:30 - 3:00: Listening Skills 3:00 - 3:15: Break 3:15 - 4:05: Consultative Interaction Design 4:05 - 4:50: Power of Persuasion 4:50 - 5:00: Q & A
  3. 3. Introduction to Interaction Design Janet M. Six, Ph.D.
  4. 4. The Next Best Thing Since Sliced Bread!
  5. 5. Frustrate, Annoy and Waste Time!
  6. 6. John's Laptop Computer True Technology Tales
  7. 7. My Cell Phone True Technology Tales
  8. 8. &quot;Broken&quot; Dishwasher True Technology Tales 1 1 From askTog.com
  9. 9. Pharmacy Discount Card True Technology Tales
  10. 10. How much does it cost? True Technology Tales
  11. 11. Possible Washing Machine Overflow True Technology Tales
  12. 12. How about You? True Technology Tales
  13. 13. Kinda Funny ... True Technology Tales
  14. 14. Kinda Funny ... True Technology Tales But Very Expensive with respect to Time, Money and Stress
  15. 15. What went wrong?
  16. 16. What went wrong? Products were not designed to be used by the consumer
  17. 17. What can we do?
  18. 18. What can we do? Make better designed products
  19. 19. That's Great ...
  20. 20. That's Great ... but what about REALITY?
  21. 21. Interaction Design (IxD) Designing front-end and back-end of products to support user in completing tasks
  22. 22. Interaction Design (IxD) Designing front-end and back-end of products to support user in completing tasks while factoring in the realities of time, financial and technological constraints
  23. 23. 1. Learn A bout the Customers, Tasks, Goals and Measures of Success 2. What's B ad? 3. What are the C onsequences? 4. D esign Consultative Interaction Design It's as Easy as A, B, C, D
  24. 24. Interaction Design Principles 1. Definitively Know the User
  25. 25. Categories of Users <ul><li>Expert </li></ul><ul><li>Novice </li></ul>
  26. 26. <ul><li>High-Tech </li></ul><ul><li>Low-Tech </li></ul>Software development Casual web browsing and email Categories of Users
  27. 27. The User Universe Novice Expert Low-Tech High-Tech
  28. 28. 2. Understand the Goals Interaction Design Principles <ul><li>Buying Customer </li></ul><ul><li>Using Customer </li></ul><ul><li>Evaluator </li></ul>
  29. 29. 3. Make Use of Known Models and Principles Interaction Design Principles
  30. 30. The GOMS Model by Card, Moran and Newell (1983) 1 Discussion from The Humane Interface , J. Raskin 2000 1 <ul><li>Quantitative Analysis of Interface </li></ul><ul><li>Sum Timings for </li></ul><ul><li>Keying </li></ul><ul><li>Pointing </li></ul><ul><li>Homing </li></ul><ul><li>Mentally Preparing </li></ul><ul><li>Responding </li></ul><ul><li>Many Variants </li></ul>
  31. 31. What's the catch? <ul><li>Preference </li></ul><ul><li>Tradition </li></ul><ul><li>Cost </li></ul>
  32. 32. Shneiderman's Eight “Golden Rules” of Interface Design Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 1 <ul><li>1. Strive for Consistency </li></ul><ul><ul><li>&quot;Help&quot; instructions vs. Reality </li></ul></ul>
  33. 33. Shneiderman's Eight “Golden Rules” of Interface Design Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 1 <ul><li>2. Enable Frequent Users to Use Shortcuts </li></ul><ul><ul><li>mouse vs. keyboard </li></ul></ul><ul><ul><li>hidden commands </li></ul></ul>
  34. 34. Shneiderman's Eight “Golden Rules” of Interface Design Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 1 <ul><li>3. Offer Informative Feedback </li></ul><ul><ul><li>Gasoline Pump </li></ul></ul>
  35. 35. Shneiderman's Eight “Golden Rules” of Interface Design Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 1 <ul><li>4. Design Dialogs to Yield Closure </li></ul><ul><ul><li>Completion of Book Order </li></ul></ul>
  36. 36. Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>5. Offer Error Prevention and Simple </li></ul><ul><li>Error Handling </li></ul>Shneiderman's Eight “Golden Rules” of Interface Design 1 Debit Credit
  37. 37. Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>5. Offer Error Prevention and Simple </li></ul><ul><li>Error Handling </li></ul>Shneiderman's Eight “Golden Rules” of Interface Design 1 Debit Credit
  38. 38. Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>5. Offer Error Prevention and Simple </li></ul><ul><li>Error Handling </li></ul><ul><ul><li>Over-the-Phone Pharmacy Order </li></ul></ul>Shneiderman's Eight “Golden Rules” of Interface Design 1
  39. 39. Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>6. Permit Easy Reversal of Actions </li></ul><ul><ul><li>Sleep Radio Function </li></ul></ul>Shneiderman's Eight “Golden Rules” of Interface Design 1
  40. 40. Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>7. Support Internal Locus of Control </li></ul><ul><ul><li>Forcing saves to certain directory </li></ul></ul>Shneiderman's Eight “Golden Rules” of Interface Design 1
  41. 41. Designing the User Interface: Strategies for Effective Human-Computer Interaction , B. Shneiderman 1998 1 <ul><li>8. Reduce Short-Term Memory Load </li></ul><ul><ul><li>Phone Trees </li></ul></ul>Shneiderman's Eight “Golden Rules” of Interface Design 1
  42. 42. 4. Test the Design <ul><li>Expert Reviews </li></ul><ul><li>User Testing </li></ul><ul><li>Surveys </li></ul>Interaction Design Principles
  43. 43. Testing Principles <ul><li>Correct areas of User Universe </li></ul><ul><li>Different Conditions </li></ul><ul><li>New User vs. Experienced User </li></ul>
  44. 44. Should Companies Care About Design? Bad Products Do Sell
  45. 45. Should Companies Care About Design? Bad Products Do Sell But for how much longer?
  46. 46. Should Companies Care About Design? &quot;Everybody says, 'Oh, the user is the most important thing,' but nobody else really does it.&quot; Steve Jobs 1 1 FORTUNE, pg. 69, February 21, 2005
  47. 47. Business Realities <ul><li>Money </li></ul><ul><li>Time </li></ul><ul><li>Support of the C-level ? </li></ul><ul><li>Support of Shareholders ? </li></ul>
  48. 48. Business Realities Companies Exist to Make $$$
  49. 49. If Your Product is a Commodity
  50. 50. If Your Product is a Commodity Starbucks is doing great with its commodity
  51. 51. A Three-Tiered Solution <ul><li>Make a Product that Doesn't Annoy </li></ul><ul><li>Make a Product that is Liked </li></ul><ul><li>Make a Product that is Loved </li></ul>
  52. 52. A Final Thought ... If the user does not like using your product they will try to switch products
  53. 53. Resources My Upcoming Book askTog.com Don Norman Books Alan Cooper IXDA.org ACM SigCHI UPA
  54. 54. www.lonestarinteractiondesign.com [email_address]

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