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Conrad Albrecht-Buehler at BayCHI: Heed or: How I Learned to Stop Monitoring and Love Situation Awareness

http://www.baychi.org/calendar/20100112/#2

Technology users are technology observers as well, monitoring for problems or opportunities that might arise. Designing interfaces to support the monitoring of technology presents unique challenges, like detecting situations and knowing how and when to respond, coping with a changing operating environment, and the changing knowledge of the observer.

Conrad describes "Heed," a scale and framework to help observers of a system evaluate which situations need scrutiny and when. He gives an example heed-based interface that encourages the development of situation awareness. Learn how the framework and interface can be applied in three different scenarios: server performance, a business's finances, and user experience in a community forum.

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Conrad Albrecht-Buehler at BayCHI: Heed or: How I Learned to Stop Monitoring and Love Situation Awareness

  1. 1. Heed UI or: How I Learned to Stop Monitoring and Love Situation Awareness<br />Conrad Albrecht-Buehler<br />VMware<br />
  2. 2. Monitoring UIs Stink<br />
  3. 3. Monitoring UIs Stink<br />Are Incomplete<br />
  4. 4. Attention<br />Information<br />
  5. 5. Attention<br />Report<br />Information<br />
  6. 6. Alarm<br />Attention<br />Report<br />Information<br />
  7. 7. Alarm<br />Attention<br />Dashboard<br />Report<br />Information<br />
  8. 8. Alarm<br />Attention<br />Dashboard<br />Report<br />Information<br />
  9. 9. Alarm<br />?<br />Attention<br />Dashboard<br />Report<br />Information<br />
  10. 10. <ul><li> Primarily direct attention
  11. 11. Contain some information
  12. 12. Help know when and what to monitor</li></ul>Alarm<br />?<br />Attention<br />Dashboard<br />Report<br />Information<br />
  13. 13. Three Stories About Monitoring<br />
  14. 14. © Dave Seah<br />
  15. 15.
  16. 16.
  17. 17. CTO<br />Must Monitor: <br /> Web<br />Database<br /> Mail<br /> Servers<br />
  18. 18.
  19. 19.
  20. 20.
  21. 21.
  22. 22.
  23. 23.
  24. 24. He’s Got More To Do Than Monitor<br />
  25. 25. © flyingwithoutfear<br />
  26. 26. Situation Awareness<br />&quot;the perception of elements in the environment within a volume of time and space, the comprehension of their meaning, and the projection of their status in the near future,&quot;<br />Endsley et al<br />© flyingwithoutfear<br />
  27. 27. Situation Awareness<br />&quot;the perception of elements in the environment within a volume of time and space, the comprehension of their meaning, and the projection of their status in the near future,&quot;<br />Endsley et al<br />“what you need to know not to be surprised” Jeannot, Kelly, & Thompson<br />© flyingwithoutfear<br />
  28. 28. Situation Awareness<br />&quot;the perception of elements in the environment within a volume of time and space, the comprehension of their meaning, and the projection of their status in the near future,&quot;<br />Endsley et al<br />“what you need to know not to be surprised” Jeannot, Kelly, & Thompson<br /><ul><li>Help attend the information relevant to a goal
  29. 29. Help interpret the information’s meaning
  30. 30. Help to make a forecast</li></ul>© flyingwithoutfear<br />
  31. 31.
  32. 32. Requires Mental Effort To Parse<br />
  33. 33.
  34. 34. Reduce Mental Effort To Parse<br />Customize & Filter By Situation<br />
  35. 35.
  36. 36. “Is it high enough for me to investigate?”<br />
  37. 37. “Is it high enough for me to investigate?”<br />Subjective Evaluation<br />Objective Information<br />Support Subjective Evaluation<br />
  38. 38. “Is it high enough for me to investigate?”<br />“Is there enough time for me to investigate?”<br />
  39. 39. Is it important enough for me to <br />investigate?<br />Identify When to Monitor<br />
  40. 40. © _gem_, x99elledge<br />
  41. 41. You Never Know They’re Coming<br /> They Force You To Act, <br /> Even When You Can’t<br /> If You Can’t Address them, <br /> What Do You Do?<br /> Cancel, Ignore, Snooze?<br />© _gem_, x99elledge<br />
  42. 42.
  43. 43. © LateNiteTV<br />
  44. 44.
  45. 45.
  46. 46. Ignore<br />
  47. 47. Attend<br />
  48. 48.
  49. 49. © MadMask<br />
  50. 50. Attend<br />Ignore<br />
  51. 51. Attend<br />Ignore<br />
  52. 52. Attend<br />Ignore<br />
  53. 53. Heed: <br />The Importance Of <br />Attending To A Situation<br />
  54. 54. A Heed UI<br />Mail<br />DB<br />Web<br />
  55. 55. CEO<br />Must Monitor: <br /> Service Programs<br />
  56. 56.
  57. 57. F___<br />C___<br />M___<br />K___<br />
  58. 58. 1<br />1<br />F___<br />C___<br />0<br />0<br />M___<br />K___<br />
  59. 59. 1<br />F___<br />C___<br />0<br />Report<br />Elect Maximum<br />M___<br />K___<br />
  60. 60. 1<br />F___<br />C___<br />0<br />Report<br />OR Operation<br />M___<br />K___<br />
  61. 61. Delve<br />Report<br />F___<br />C___<br />M___<br />K___<br />
  62. 62. Delve<br />Evaluation / Subjective / <br />Report<br />F___<br />C___<br />M___<br />K___<br />/ Objective / Analysis<br />© FOX<br />
  63. 63. Delve<br />Report<br />F___<br />C___<br />M___<br />K___<br />Offer More Detail On Demand<br />
  64. 64. Community Web Site Owner<br />Must Monitor: <br /> His Users’ Experience<br />
  65. 65. Access Restriction<br />Few Logins<br /> Few Posts<br /> Few Replies<br />
  66. 66. User<br />Access<br />AND Operation<br />Posts<br />Replies<br />
  67. 67. Unbalanced<br /> Many Posts<br /> Many Replies<br /> Many Dud-Posts<br />
  68. 68. Unbalanced<br /> How Many Posts ?<br /> How Many Replies ?<br /> How Many Dud-Posts ?<br />
  69. 69. ]<br />
  70. 70. Before<br /> After<br />
  71. 71. Encourage Frequent Revision<br />
  72. 72. Hours Ago<br />Now<br />
  73. 73. Hours Ago<br />Now<br />
  74. 74. Hours Ago<br />Now<br />
  75. 75. Only Necessary Detail<br />Hours Ago<br />Now<br />
  76. 76.
  77. 77. Help To Forecast Situations<br />1<br />heed<br />0.0<br />1.0<br />0<br />time<br />-t<br />+t<br />occupancy<br />likelihood<br />
  78. 78.
  79. 79. ]<br />Gizmometer Widget<br />]<br />
  80. 80. Monitoring A Situation w Heed<br />Describe The Situation<br />Few Logins OR <br />( Few Post AND Few Replies ) <br />
  81. 81. Monitoring A Situation w Heed<br />Identify The Situation<br />Perceive the Situation<br />
  82. 82. Monitoring A Situation w Heed<br />Identify The Situation<br />Perceive the Situation<br />Delve Into The Situation<br />Report<br />F___<br />C___<br />stale<br />M___<br />K___<br />
  83. 83. Monitoring A Situation w Heed<br />Identify The Situation<br />Perceive the Situation<br />Delve Into The Situation<br />Refine and Modify The Situation<br />
  84. 84. <ul><li> Primarily direct attention
  85. 85. Contain some information
  86. 86. Help know when and what to monitor</li></ul>Alarm<br />Heed<br />Attention<br />Dashboard<br />Report<br />Information<br />
  87. 87. Reduce Mental Effort To Parse<br />Support Subjective Evaluation<br />Identify When to Monitor<br />Customize & Filter By Situation<br />Help To Forecast Situations<br />Only Necessary Detail<br />Offer More Detail On Demand<br />Encourage Frequent Revision<br />
  88. 88. Thank You<br />conrad@gizmometer.com<br />@gizmometer<br />www.gizmometer.com<br />

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