Scanning the Future: User Adoption and Experience

1. “Most Advanced Yet Acceptable”
-Raymond Loewy

2. The danger from computers is not that
they will eventually get as smart as men,
but that we will meanwhile agree to meet
them halfway.
Bernard Avishai

3. “medium and literacy”
Two trends that everyone
knows, and one nobody
talks about…

4. 1900… 1970 1980 1990
[Printing Press, Telephone System]
Amount of Structured
Information
Powerful Systems are
cheap and ubiquitous
Cost of Power
& Complexity
More
$$$
¢
i
[Human evolution
takes place on a
much longer scale]
Information is Rare
Institutions that help close this
gap and match information
to the way people think will
drive significant user
adoption.
At the turn of the last century powerful/complex
systems were expensive and hence Rare
taming complexityTM

5. MAYA | Human-Centered Design
Design
FORMINGCONCEPTING
• Sketching
• Ideation
• Concept Mapping...
• Representation
• Renderings
• Models + Prototypes...
Human-Centered Design
OBSERVING EVALUATING
• Interviewing
• Field Studies
• Contextual Inquiry...
• Questionnaires
• Usability Testing
• Heuristics...
Participatory Human-Centered Design
Putting users first…

6. Study users in their natural habitat…

7. Simulate & Iterate rapidly…
taming complexityTM

8. Effort to launch: 48 hours
Avg visitors/day:
~100,000
User contributed reports:
>300,000
Users from over 192
countries
Days ahead of CDC reports:
7-10+

11. SoloHealth | EyeSite Kiosk

12. Vision problems have an estimated impact of
$51.4 billion on the US economy according to a
Prevent Blindness America study.

13. The one on the left took over 10 minutes to use,
and nobody ever completed the tasks…

14. Mapping the important tasks to the difficulty and cost to fix
them gave us a guide…

15. Put real users at the center of the design process.

16. Kiosks were deployed early into a collection of
Walmarts and Sam’s Clubs and immediately began
driving impressive results…
Over 90% of
the users
noted that it
was easy to
use and that
they would
recommend
it to a friend.
Update: 190,000 people have used
the system so far…

17. 17% increase in sales of eyecare
related products in stores that
used the kiosks.

18. DARPA | CPOF

19. Command Post of the Future
DARPA Research Program started in 1998,
targeted at “Last 18 Inches” of Command.
Initial technology target was for 2010-2012.

20. Innovation Processes | Double Helix Model
Command Post [circa 1999]
The warfighters are actually using
the paper map and ignoring the
computer system.

21. MAYA | Visage
Adopt radical tech from labs called “Information-centric,
polymorphic collaboration”

22. 0.0
5.0
10.0
15.0
20.0
25.0
30.0
35.0
40.0
45.0
50.0
Topsight No Topsight No Topsight
Data Gathering
Decision Making
0
2
4
6
8
10
12
14
16
18
Topsight No Topsight No Topsight
Collaboration No Collaboration Collaboration
* Data gathered during 4-day DARPA CPOF Command Exercise
Oct 22-25, 2002. The experiment conducted was a within-
subject experiment measuring the type and length of
communications during three periods, each period lasting 60
minutes. Collaborative interactions and access to other
participants workspace was enabled in the first and third periods.
In the second period, interactive collaboration was turned off.
Commanders’ Tasks
Minutes
300% improvement in use of comms
time for command tasks*
•Visual access to data reduces verbal comms
•Situation, status, and plans available
asynchronously
•Self-synchronization & pre-emptive interruption
Intel Provided to FSC
Collaboration No Collaboration Collaboration
#Reports
300%
improvement in
situation
awareness*
0
2
4
6
8
10
12
14
Topsight No Topsight No Topsight
Fires Missions Executed
Collaboration No Collaboration Collaboration
#Missions
400% more
missions
planned,
executed, and
analyzed*
COCO
S2S2
FSCFSC
A CoA Co
B CoB Co
C CoC Co
COCO
S2S2
FSCFSC
A CoA Co
B CoB Co
C CoC Co
Without
Collaboration
With
Collaboration
Reduction in time to train from 2 weeks to less than 1 day

23. “Any medium powerful enough to
extend man’s reach is powerful
enough to topple his world. To get
the medium’s magic to work for
one’s aims rather than against
them is to attain literacy.”
Alan Kay