Inter,,ctiow

participatory design, 306311,310t

participatory prototyping, 210

patenting, 179

patterns

analyzing in observational data,

381-382

analyzing in questionnaires, 407

design, 272

PDAs, 463

perception, 76-78

design implications, 78

Perl, 276

personalization

Nokia mobile communicator, 468

Philips mobile communicator, 478

personal workstations, 7

pervasive computing, 60,257

Phil, Knowledge Navigator agent,

160-161

Philips, mobile communicator

design approach, 474-482

Philips Vision of the Future Project,

10

phone answering system (marble

answering machine), as example

of good design, 3-4

phone banking, 83-85

phone-based response system

redesign, 482-489

photocopiers, 179-180

problems with, 1

PhotoFinder, 458459

physical constraints, 22

and evaluation, 340

Nokia mobile communicators,

470-473

physical design, 239,265-266

from conceptual model to, 64-68

guidelines and standards, 266-267,

268

icons, 270-271

information displays, 274-275

menus, 267-270

screens, 271-272,274

physical limitations, 286

physical model (Contextual Design

method), 302,303,305

physicallvirtual integration, 63

PICTIVE (Plastic Interface for

Collaborative Technology

Initiatives through Video

Exploration), 307-309

pilot studies

in evaluation, 356

for refining structured interview

questions, 394

in requirements identification, 217

pleasure factors, See user experience

goals

plug-and-play interfaces, %

plug-ins, user frustration with,

151-152

pluralistic walkthroughs, 420,423

plus scenarios, 260-261

Pokemon, 157

POLITeam workspace system, 135

pop-up menus, 268

portal website, conceptual model, 56

Portholes, 126127,127

predictive evaluation, 449. See also

GOMS model; keystroke level

method

benefits and limitations, 453-454

defined, 343,344t

Fitts' Law, 454-455

techniques applied, 347t

predictive models<\#208>455

516 Index

Presence Project, 212

primary users, 171

privacy protection

in evaluation, 351-352,353,354

in observation, 378

probes, in semi-structured

interviews, 394

problem solving, 88-89

design implications, 89

problem space, of interactive

products, 36-39

process, of interaction design, See

interaction design process

process models, 183n. See also

lifecycle models

process-oriented conceptual models,

253,254-255

product design, relation to

interaction design, 8

product-oriented conceptual

models, 253,254-255

Project Ernestine, 453-454

project failure, reasons for, 203

project management systems, 123

prompting, in semi-structured

interviews, 394

props, with data-gathering

techniques, 210

prototyping, 64-65,169

compromises in, 246-248

in conceptual design, 262-265

and construction, 248-249

defined, 180,240-241

evolutionary, 248,249

high-fidelity, 245-246,246t, 263

horizontal and vertical, 248

HutchWorld case study, 325-326

iterative nature of, 239,247,248

low-fidelity, 243-245,246t, 249,263

notation formality of software, 222

observation for evaluation, 345

participatory, 210

Philips mobile communicators,

474-478

rapid, 195

reasons for doing, 241-242

role-playing walkthroughs, 210

scenarios as scripts for user

evaluation, 261

and spiral lifecycle model, 188

throw-away, 248-249

and Usability Engineering

Lifecycle model, 195

user involvement, 284

value of, 181

prototyping cultures, 247-248

proxy-users, 280

psychology, 6

relation to interaction design, 8

putting it into practice (Contextual

Design method), 296

Python, 276

qualitative evaluations, 345

importance of, 387

quality, for choosing between

alternative designs, 18&181

quantitative evaluations, 345

Questionnaire for User Interaction

Satisfaction (QUIS), 402,404,

435

questionnaires

administering, 404

data analysis, 407

design, 399-400

in evaluation pilot studies, 356

HutchWorld case study, 330

MEDLINEplus user testing, 435,

438

online, 405-407

question and response format,

400-403

in requirements activity, 211,213t,

215.217

usability testing technique, 340,

341,342

for user opinion solicitation, 346

user screening, 350

quick and dirty evaluation

defined, 341,344t

goals, 360

HutchWorld case study, 336

observation, 363,364

techniques applied, 347t

user testing, 431

Quicken, 53

QUIS (Questionnaire for User

Interaction Satisfaction), 402,

404.435

radio-frequency tags, 9

ranges, in questionnaires, 400-401

Rapid Application Development

(RAD), 187,188-190

rapid prototyping, 195

Razor Freestyle Scooter, 67

Rea, 159

reading, 86-88

design implications, 89

realism, abstraction contrasted, 66-67

reasoning, 88-89

design implications, 89

recognition, preferred to recall, 27,

408

recycle bins, 57-58

redesign, phone-based response

system case study, 482-489

reflective cognition, 74

REI.com, 416-417,422

reliability

of evaluation data, 355

of observation data, 376t, 383

requirements activity, 64,201-202

balancing conflicting, 166

data gathering, 202-203,210-218,

213t

data interpretation and analysis,

202-203,219-221

defined, 204-208,236

essential use cases, 229-231

iterative nature of, 203

and lifecycle models, 186-188,195

mobile communicators, 463-464

for new Internet appliances, 191

and prototyping, 241

scenarios, 211,223-226

task analysis, 231-234

task description, 222-231

types of requirements, 205-208

use cases, 226-229

what, how, and why of, 202-204

requirements analysis, 204

requirements engineering, 204

requirements specification template,

238

retrospective interviews, 372

reviews, 408

rewarding activities, user experience

goal, 18,19

rich descriptions, 380

risk analysis, and spiral lifecycle

model, 188

Robertson, Suzanne, interview with,

236-238

role-playing prototyping

walkthroughs, 210

Royal National Institute for the

Blind, telephone design

guidelines, 472

rules

for collaborative meetings, 121

level of guidance and terms used

with, 28

for physical design, 268

safety, usability goal, 14-16

Salomon, Gitta, interview with,

31-33

Index 517

same-participant design, of

experiments, 445446,446~

satisfaction, user experience goal,

18,19

scenarios. See also prototyping

in conceptual design, 259-262

and functional requirements,

258

interviews for eliciting, 211

in pluralistic walkthroughs, 423

plus and minus, 260-261

in requirements activity, 223-226

usage, 467468

schedules, for meetings, 119-120

scope

of evaluation, 356

of redesign, limiting, 489

Scout Modo, 12

screen design, 271-272,274

scripting languages, 276

scrollbar, conceptual model, 56

search engines, 89

background information on

operation, 95

as interface metaphor, 55

secondary users, 171

Sellen, Abigail, interview with,

138-140

semantic differential scales,

401403

semi-structured interviews, 211

described, 394-396

sequence model (Contextual Design

method), 301

seven chunks theory, 82

shared calendars, 120,121,252,

256

card-based prototype, 263-265

physical design, 269-271,275

task description and analysis,

222-234,258,259

shared external representations,

121-122,123

shared feedback, 127

Sherlock, 84

Shneiderman, Ben, interview with,

457459

shortcuts, 266,413

Shredit, 114t

Silas The Dog, 157-158,161

simplicity, design principle, 27

Sims World, 67

single-dialog menus, 268

situated action and common ground

theory, 136

sketching, for prototyping, 244

Smalltalk

programming manual efficiency

observation, 381-382

for prototyping, 245

smart (intelligent) fridges, 5,62

Smith, Gillian Crampton, interview

with, 19&199

soap opera online community,

371-372

social environment, 207

social mechanisms

in collaboration, 106-128

in patient support communities,

325,334-335

social sciences, 6

relation to interaction design, 8

software bots, 155

software development

ethnographic studies, 288

heuristic evaluation. 343

lifecycle models in, 187-192

Microsoft's synch-and-stabilize

process, 183,184-185

prototyping in, 241,245-246,248

prototyping vs. specification

cultures, 247-248

relation to interaction design, 6,8

requirements, 205

software inspections, 346

software reviews, 346

software upgrades

evaluation, 323

evolutionary vs. revolutionary,

102

user frustration with, 150,152

sounds, 143

spaghetti code, 248

speaking, 87-89

design implications, 90

specification culture, 247

speech act theory, 130

speech recognition, 88

scenario applications, 262

spiral lifecycle model, 187,188

spoken messages, 143

spreadsheets, 51-53

stakeholders

conflict resolution, 236-237

defined, 171-172

discussing ideas with, 241,250

needs identification, 203

prototypes for discussing ideas

with, 241

and quality of design, 181

and requirements activity, 214,

215,216-217

scenario construction, 223,

259-260

and WinWin spiral lifecycle

model, 188

standards, 408

for evaluation, 323

for physical design, 268

usability principle, 27

Star interface, 53,55,430,431

Star lifecycle model, 192-193

state charts, 221

statistical analysis

experiments, 431,457-458

observation, 381

questionnaires, 407

Steelcase showroom, 32

stock exchange dealers, 290

storyboards, 64,243-244

for incident analysis, 382-383

as prototypes, 241,243-245

structured interviews, 211

data analysis, 398

described, 394

structured tasks, Hutchworld case

study, 328,331-333

style guides, 267,268

subjective evaluations, 345

SUM1 (Software Usability

Measurement Inventory), 407

summative evaluations, 323

Swim Interaction Design Studio, 11,

31

synch-and-stabilize process

(Microsoft), 183,184-185

synchronous communication,

computer-mediated, 112t

synthetic characters, 157-158

system status visibility, 27

tabs (ubiquitous computing device),

61,62

talking, 107-110

tangible bits, 61,62,63,257

task allocation, 258

task analysis, 231-234,259

early focus on, 285,286

mobile communicators, 464

and screen design, 271

task description, 222-231

technical environment, 207

telephone design guidelines, 472

telephone interviews, 211,397

templates

for diaries, 377

for requirements identification,

204-205,219

51 8 Index

ten-minute rule, 16

tertiary users, 171

thick descriptions, 380

think-aloud technique, 365-368

data analysis, 381

Third Age suit, 251-252

3D games

conceptual model, 49

realism in, 67

3D rendering, 66-67

throw-away prototyping, 248-249

Tickertape, 127-128

ticket machines, 44

Tognazzini, Bruce, 219,321

tool support, 275

toolbars, 268

conceptual model, 56

touch, 77

training

for ethnographic studies, 291,

293

for expectation management,

280-281

of experts to be evaluators, 411

training simulators, 7

transcription, of observational

notes, 374

transparency, 94-95

transparent computing, 62

travel metaphor, problems of using,

59

triangulation, 335

TRIS redesign (IRS telephone

response information system),

443,482-489

T-test, 457

typeface, 267

ubiquitous computing, 60,62,257

underwater PCs, 208

undo key, 266

universal usability, 459

Unix pipe symbol, 57

unstructured interviews, 211

data analysis, 392,398

described, 392-394

ethical issues, 392

upgrades, See software upgrades

URLs, avoiding complex, 415416

usability

aim of interaction design, 2

business case for good, 318

design principles, 2&27

and evaluation, 317-318

future issues, 458

terms used with, 28

trade-offs, 29,65

usability criteria, 18

usability engineering, 181-182,193,

1 95

and evaluation, 323,342

Usability Engineering Lifecycle,

193-196

usability engineers, 11

usability goals

clarifying, 37

described, 14-18

and evaluation, 319-322,339

identification in design process,

170

level of guidance and terms used

with, 28

Nokia mobile communicators,

469,470

overlooking, 36

Philips mobile communicators,

475

and requirements activity, 208

usability laboratories, 441-442

mobile, 365,442

usability principles, 26-27

level of guidance and terms used

with, 28

usability requirements, 207-208

usability testing, 323

defined, 341-342,344t

experiments contrasted, 457-458

HutchWorld case study, 328-334

observation, 359,363

techniques applied, 340,347t

in TRIS redesign, 486-487

user screening, 350

usage scenarios, Nokia mobile

communicators, 467-468

use cases, 226-229

essential, 229-231,258

and functional requirements, 258

use-oriented scenarios, 262

user abilities, 172-173,207. See also

cognition

and user-centered development,

286

user-centered development, 165,279

CARD approach, 307,309-311

defined, 285-287

ethnography applications,

288-306

iterative nature of, 285,462

methods compared, 210t

participatory design, 306-311

PICTIVE approach, 211,307-309

and requirements activity,

203-204

user characteristics, See user

abilities

user control, 27,408

user environment design

(Contextual Design method),

296

user-experience designers, 11

user experience goals

clarifying, 37

described, 18-20

and evaluation, 322,339

identification in design process,

170

level of guidance and terms used

with, 28

Nokia mobile communicators,

469,470

Philips mobile communicators,

475

and requirements activity, 208

user experiences, 6,319

understanding, 251-252

user freedom, 27,408

user frustration, 147-153

user interface builders, 276

user interface management tools

(UIMs), 276

user interfaces. See also graphical

user interfaces; interaction

design

early history of, 7

with small number of keys, 470

user interface tools, 275-276

user involvement

evaluation practical issues, 350

importance of, 280-285

negative effects of, 284

participatory design, 306-311

in user-centered development,

279,285-287

user need identification, 12,169,

202

iterative nature of, 203

and lifecycle model, 186

user needs, 172-173

and evaluation, 340

identifying, 12,169,202

user observation, See naturalistic

observation; observation

user opinions, 346,347t

HutchWorld case study, 325,336

in quick and dirty evaluation, 341

Index 519

user profile, 207

user requirements, 207. See also

requirements activity

user roles, 230

users

artist-design approach to,

212-213

as codesigners, 279

on design team, 199,281

early focus on, 285

identifying, 171-172

as project team leaders, 282

user skills, 172-173,207

user studies, 340

described, 138-140

I

user task performance modeling,

102. See also task analysis

described, 346,347t

scope, 356

I

in usability testing, 342

user tasks, See task analysis

user testing. See also experiments

described, 346,347t, 429-431

ethical issues, 443

with heuristic evaluation, 426

Hutchworld case study,

327-334

MEDLINEplus, 432-438

Nokia mobile communicators,

I 474

I number of users, 433,441

origins of, 431

process of, 438-443

reasons for investing in, 321

I

in TRIS redesign, 443,485,

487488

usability testing technique, 340,

342

utility, usability goal, 14, 16

UTOPIA Project, 306-307

validity, of evaluation data, 355

variables, 430,443-445

V-Chat, 326,327

VCRs

problems with, 1,17

using with Observer Video-Pro,

382-383

vending machines, 42-43,44

verbal communication, 106,119

vertical prototyping, 248

videoconferencing, 110,112t

videophones, 110,112t, 115

video recording

data analysis, 381-385

interaction logging with, 378

in observation, 365,369,374-377,

376t

in requirements identification, 218

Videowindow System, 116-117

virtual assistants, 155, 157

virtual bartenders, 157

virtual calculator, 58

virtual newscasters, 157,392-394

virtual pop stars, 157

virtual reality, 7

direct manipulation in, 48

physicallvirtual integration, 63

virtual talk-show hosts, 157

virtual worlds, 47

discourse analysis, 384

visibility, of system status, 21,408

VisiCalc, 51-53

vision, 76-77

Vision of the Future Project, 9-10

Visual Basic, 276

for prototyping, 245

voice intonation, 106

voice mail systems, as example of

poor design, 2-3

voice-recognition menu-driven

systems, 44

Volere requirements shell, 204-205,

219

Volere Requirements Specification

Template, 238

walkthroughs, 420

cognitive, 420-423

pluralistic, 420,423

role-playing prototyping, 210

waterfall lifecycle model, 187-188

wearable computing, 60,6243,257

web-based questionnaires, 404-407

web browsers

bookmarking, 37-38,80

conceptual model, 49

interface metaphors, 60

Nokia 9000 browser, 472473

web designers, 11

WebLog, 378,379

websites

counters, 378

design, 273-274

design structure evaluation

experiment, 447

future developments in, 427

heuristic evaluation, 412-417

optimizing for mobile

communicators, 473

for selling clothes, 322

Webtrends, 378

web usage logging, 354,378-379

WetPC, 208

whiteboards, 124

widgets, 268

WIMP interfaces (windows, icons,

mouse, and pull-down menus),

60,257

window managers, 276

Windows 95,184

design, 175

Windows environment

conceptual model, 49

friendly interface agents, 143-144,

146

style guide, 267

toolbars, 143-144,146

Windows 95 design, 175

Winograd, Terry, interview with,

70-71

WinWin spiral lifecycle model, 188

wireless phones, See cell phones

Wizard of Oz (prototyping method),

245

Woggles, 159

Wordperfect, Contextual Design

application, 297-298

word-processing applications

consistency of button design, 24

Contextual Design application,

297-298

evaluation, 322

evolution of, 174

Workaday World, 62,64,257

work-flow charts, 221

work flow model (Contextual

Design method), 300

work modeling (Contextual Design

method), 296,300-306

work redesign (Contextual Design

method), 296

workshops, use in requirements

activity, 213t, 214,217

World Wide Web, See websites

Xerox Star interface, 53,55,430,

43 1