In the ever-changing and expanding world of the web, reaching the end user effectively is paramount in the minds of businesses, writes Stephanie Hamilton on Onextrapixel (OXP), a weblog dedicated to delivering useful, comprehensive and innovative information for designers and web developers.

We are entering a new age of Web design and development where this concept is apparent now more than ever,” she says. “It’s not enough to have any old website – it must communicate your goals seamlessly to your audience through its rich content. When you take into account the diversity of methods used to access a given website – such as mobile devices – the result is a more dynamic and engaging web that must respond to the end users needs as quickly as possible.”

“In designing websites with the end user in mind, it’s important to take into account principles such as simplicity and clarity, with a focus on accessibility and customization. By tailoring your website to the individual, they’ll feel more appreciated and less like a faceless user who chanced upon your website. This translates into a positive experience for them as well as your business, brand, or service.”

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In a blog post, Justin Mifsud discuss the terms usability and user experience, highlighting their differences and more importantly the relationship that exists between them.

“Usability is a narrower concept than user experience since it only focuses on goal achievement when using a web site. By contrast, user experience is a “consequence of the presentation, functionality, system performance, interactive behaviour, and assistive capabilities of the interactive system”. This essentially means that user experience includes aspects such as human factors, design, ergonomics, HCI, accessibility, marketing as well as usability. An alternative way to look at this relationship is by subdividing user experience into utility, usability, desirability and brand experience. “

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In this post, Sabina Idler, information designer at Usabilla (The Netherlands), introduces Piaget’s theory of cognitive growth and explains how it can be useful for usability testing with children.

“Children are becoming an increasingly important target group on the web. Good usability and high user experience are crucial aspects for a successful website. Early and repetitive user testing is the way to go. If we address children on our website, we need to focus on what they want. We need to include children as a target group in our user testing. In this post I’d like to take a look at usability testing with different age groups.”

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(via InfoDesign)

Donald A. Norman and Jakob Nielsen of the Nielsen Norman group argue that today’s gestural user interfaces are a usability nightmare
and that we need to come back to some basic HCI realities in the design of gestural user interfaces.

“In a recent column for Interactions Norman pointed out that the rush to develop gestural interfaces – “natural” they are sometimes called – well-tested and understood standards of interaction design were being overthrown, ignored, and violated.

Recently, Raluca Budui and Hoa Loranger from the Nielsen Norman group performed usability tests on Apple’s iPad, reaching much the same conclusion. The new applications for gestural control in smart cellphones (notably the iPhone and the Android) and the coming arrival of larger screen devices built upon gestural operating systems (starting with Apple’s iPad) promise even more opportunities for well-intended developers to screw things up. [...]

There are several important fundamental principles of interaction design that are completely independent of technology:
· Visibility (also called perceived affordances or signifiers)
· Feedback
· Consistency (also known as standards)
· Non-destructive operations (hence the importance of undo)
· Discoverability: All operations can be discovered by systematic exploration of menus
· Scalability. The operation should work on all screen sizes, small and large.
· Reliability. Operations should work. Period. And events should not happen randomly.

All these are rapidly disappearing from the toolkit of designers, aided, we must emphasize, by the weird design guidelines issued by Apple, Google, and Microsoft.”

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Two new articles on UX Matters:

User research Is unnatural (but that’s okay), Part I
by Jim Ross
From the perspective of a participant, user research is not very natural. We ask participants to try to act naturally in the artificial environment of a lab, or we impose ourselves on their environment and hope our presence doesn’t affect their behavior. We often forget how unnatural user research can be and what effect it can have on participants.

Part II: Making user research more natural
To minimize the negative effects of these unnatural aspects of user research and get more realistic results, there are many things we can do to keep user research as natural as possible.

There should be limits to usability
by Peter Hornsby
People generally regard improving the usability of products or systems as a major part of our role as UX designers. While there are tradeoffs in all aspects of design, our assumption has generally been that products and systems that are easier to use are preferable to those that are harder to use. However, despite what seemed to be a common understanding, a number of articles have recently reported on research that suggests increased ease of use can be detrimental. This column examines the research underlying these conclusions and looks at some lessons UX designers can learn from them.

Two articles in UX Magazine describe upcoming UX revolutions: data and the user interface.

The UX of data
By Scott Jenson / February 17th 2011
Data storage in the cloud enables user experiences that would be impossible with only local storage, and creates a new facet of design: the UX of data.

2016: the user interface revolution underway
By Peter Eckert / February 24th 2011
New interfaces are not going to be uniform; devices and applications will not possess common protocols. For users, each interaction will have to be learned, so despite the improved usability of products, individuals will find themselves learning the quirks and standards of more and more technologies just to get the functionality they seek.

The people behind Interaction-Design.org introduced a new type of top-quality and free encyclopedia dealing with Interactive Design, Usability, and User Experience.

It has taken the opposite approach of Wikipedia and crowd-sourcing: all entries are written by leading figures who either invented or contributed significantly to each topic.

The new encyclopedia also features video interviews shot at different universities around the world.

The materials available for free, because the Interaction-Design.org people believe in the value of knowledge democratisation, where all can can get free access to world-class educational materials.

Automation World reports at length on how human-centered design techniques are gaining attention in the world of industrial controls and automation, as more users struggle with complex user interfaces.

“Many of today’s industrial products, with their ever-growing feature sets, have become too complex and difficult to use, leading to increased training costs and lost time, and in some cases, even robbing manufacturing companies of the very benefits that the features were intended to produce. But more vendors are beginning to take notice. Increasingly, as a way to differentiate their products and help customers become more productive, automation suppliers are stepping up their efforts to reduce complexity in their products and make them easier to use.”

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Experientia president Michele Visciola was invited to send a video message to the World Usability Day 2010 event in Tokyo, Japan.

Michele, who is also European Regional Coordinator for the Usability Professional’s Association, spoke on the event’s theme of communication, and the relationship between communication and usability in research and design activities.

In this short video (with Japanese subtitles), Michele explains how both communication and usability practices boil down to gaining the trust of the customer.

TV viewing habits are changing as more Internet and on-demand content — YouTube videos, streaming movies, shopping sites, Facebook photos — flows directly onto big screens, writes Joshua Brustein in the New York Times. Navigating all of that demands more action from the viewer, including a fair amount of typing, which current remotes cannot handle.

“Some in the technology industry believe that a better alternative would be to simply replace the remote with smartphone apps like the one Mr. Lavoie uses. If you create a specialized smartphone app to control a TV or set-top box, you can pack the phone’s touch screen with virtual buttons in any configuration you like. [...]

[Other] companies are not sold on the idea of the smartphone as the remote of the future. They are selling a range of remotes armed with full keyboards, touch screens and motion sensors.”

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In a previous TechRepublic column, Debra Littlejohn Shinder stated that hardware design and features are some of the many criteria to consider when deciding which smartphone model is best for you. One aspect of hardware design is form factor, which refers to the size, weight, and shape of a device.

In this article, the author takes a deeper dive into smartphone form factors and discusses how much the form factor impacts the phone’s usability and the user’s satisfaction (or lack thereof) with the user experience.

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At the recent European Information Architecture Summit in Paris, Oliver Reichenstein, who has done several web design projects for Swiss newspapers, talked about how the traditional layout of the paper was very much wedded to the technology of the time, writes Martin Belam, information architect for Guardian.co.uk.

In the 19th century, if you needed to be able to accommodate sudden changes to layout caused by late breaking news, the easiest way to achieve this with physical type was to have interchangeable blocks of text with common widths. And thus we have the newspaper layout we know and, mostly, still love.

The web design of news is also deeply rooted in the technology of the time, with most major news websites optimised to work well in browsers that were released a few years ago, on desktop-shaped monitors. And most existing content management systems (CMS) are optimised around spitting out chunks of articles of broadly similar length, which are mostly displayed in the browser in broadly similar templates.

There might be the occasional dalliance with a different format, but broadly speaking, an article per page, with a strip of topic-based navigation on top is the de facto standard for delivering news online.

The growth of the smartphone market in the US and the emergence of a range of tablet devices are challenging this orthodoxy of digital news presentation.

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The former design director for the New York Times has written a blog post giving his thoughts on magazine apps for the iPad (something he clearly gets asked about a lot), reports Mathew Ingram on GigaOm. The bottom line? He hates them. With a passion. Why? Because, Khoi Vinh says, they’re “bloated [and] user-unfriendly” and because they are largely a result of a “tired pattern of mass-media brands trying vainly to establish beachheads on new platforms, without really understanding the platforms at all.”

Related to this is the report by Jakob Nielsen on the iPad usability in general, where he critiques iPad apps being inconsistent and having low feature discoverability, with frequent user errors due to accidental gestures. An overly strong print metaphor and weird interaction styles, he says, cause further usability problems. See also this Guardian article.

Lorraine Paterson and Boon Low highlight findings from the usability inspection report conducted for the JISC-funded research project, Usability and Contemporary User Experience in Digital Libraries (UX2.0).

Demands for improved usability and developments in user experience (UX) have become pertinent due to the increasing complexities of digital libraries (DLs) and user expectations associated with the advances in Web technologies. In particular, usability research and testing are becoming necessary means to assess the current and future breeds of information environments such that they can be better understood, well-formed and validated.

Usability studies and digital library development are not often intertwined due to the existing cultural model in system development. Usability issues are likely to be addressed post-hoc or as a priori assumptions. Recent initiatives have advanced usability studies in terms of information environment development. However, significant work is still required to address the usability of new services arising from the trends in social networking and Web 2.0.

The JISC-funded project, Usability and Contemporary User Experience in Digital Libraries (UX2.0), contributes to this general body of work by enhancing a digital library through a development and evaluation framework centred on usability and contemporary user experience. Part of the project involves usability inspection and research on contemporary user experience techniques. This article highlights the findings of the usability inspection work recently conducted and reported by UX2.0. The report provided a general impression of digital library usability; notwithstanding, it revealed a range of issues, each of which merits a systematic and vigorous study. The discussion points outlined here provide a resource generally useful for the JISC Community and beyond.

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I live in the future & here’s how it works
Why your world, work, and brain are being creatively disrupted
by Nick Bolton
Crown Business, Sept. 2010
304 pages
Amazon

The New York Times has published an article that was adapted from the book I Live in the Future & Here’s How It Works by Nick Bilton, the lead writer for The New York Times technology blog Bits. The book, to be published on Tuesday by Crown Business, examines the impact of technology on our lives.

“Now, we are always in the center of the map, and it’s a very powerful place to be.

When people want to know how the media business will deal with the Internet, the best way to begin to understand the sweeping changes is to recognize that the consumer of entertainment and information is now in the center. That center changes everything. It changes your concept of space, time and location. It changes your sense of community. It changes the way you view the information, news and data coming directly to you.

Now you are the starting point. Now the digital world follows you, not the other way around.”

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Four new articles in today’s edition of UXmatters:

Juicy stories sell ideas
By Whitney Quesenbery and Kevin Brooks
Storytelling fits into the design process in many places. You probably know that collecting stories is key to user research and ensuring your UX designs tell a clear story makes the resulting user experiences better. But in this column, we’ll focus on that big moment when you have something to share and want everyone on your team to pay attention.

Three reasons why persuasive design isn’t enough to influence change
By Colleen Jones
While there is a lot to like about using design to improve our behavior and our world, achieving that is a tall order. If persuasive design is going to work on a large scale it needs to be complete. Colleen Jones lists three reasons why persuasive design is not enough to make all of its good intentions come to life.

Recruiting participants for unmoderated, remote user research
By Jim Ross
It seems new, online tools for conducting unmoderated, remote user research emerge every week. While this method of doing user research and these tools have generated a lot of interest and discussion, it is also important to consider how best to recruit participants for unmoderated studies. Though one might assume this would be similar to recruiting for moderated studies, very different methods of recruiting are necessary to find the large number of representative participants unmoderated studies require and convince them to participate.

Usability for mobile devices
By Demetrius Madrigal and Bryan McClain
The mobile space is the new Wild West of technology. Much like the Web during the 1990s, mobile is the new domain at the forefront of innovation. Users are discovering new capabilities, integrating them with their daily lives, and experiencing new interaction models. The tech equivalent of indie bands, independent developers—working solo or in small teams—can create innovative new software in the form of mobile applications. These apps have the potential of launching a few software engineers from dorm rooms and garages into tech giants, in the tradition of Google or Facebook. Of course, accompanying this new era of innovation is a new set of usability concerns for software that runs on mobile devices small enough to fit in your pocket, which you can use while simultaneously walking around and interacting with the world around you.

Frank Spillers thinks the User Experience community has not fully tapped the potential of gender-specific design aka Woman-centered Design.

According to Spillers, gender as an audience sensitive criteria (differentiation) is barely present in North American technology product design (where it is much easier to do) let alone Web experiences. In Asia there is more design innovation in this area, he says, and Spillers cites the example of Toshiba’s Femininity series.

Comscore just released a new study last month (June 30 2010) entitled Women on the Web: How Women are Shaping the Internet.

The worldwide study adds some key insights into the growing research on gender differences on the Web and in particular around social networking usage. Spillers reports on the key insights and their implications.

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(via Usability News)

In this review of the book 50 Ways to Make Google Love Your Website, published by The Hindu, the author emphasises very strongly the importance of usefulness.

“Create your website for your users, advise Steve Johnston and Liam McGee in “50 Ways to Make Google Love Your Website“. Every design decision should be referred back to what we know about the users of the site, not simply to the beliefs, prejudices or even brilliant insights of the site owner or the site?s designer, the authors urge.

In this user-centred world you can only pursue your goals through supporting the goals your users have, because your users don’t start on your home page; they start at Google, as reads a sobering thought in the book. Typically, the users type in a query that reflects their goal, and the pages that Google returns will be those that Google believes supports that goal, namely the most ‘useful’ pages it can find.

And if the users arrive on your site and do not immediately see something that suggests their goal will be supported, they will leave, the authors caution. Reminding that the web is a pull medium, not a push medium, they note that the power is with the user, not the site owner, which is why it is more important to design for their goals than for yours.”

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Three new articles have been published on the UX Matters site:

Ethnography in UX
by Nathanael Boehm, user experience and social interaction designer for the Australian Government, Canberra, Australia
“In this article, I want to look at ways in which UX professionals can conduct research, usability testing, and evaluation for the upper rungs of the Human-Tech Ladder—the social elements of technology design and how people interact with a particular technology while working together within an organization.”

User Experience Balance Scorecard
by Sean Van Tyne, user experience director at FICO
“As user experience becomes more established as part of an organization’s overall strategy, a comprehensive Balance Scorecard must include user experience. It would be beneficial for UX leaders within organizations to understand the Balance Scorecard system and how to map their UX groups’ objectives to their organizations’ business strategies.”

International UPA 2010 Conference: Research Themes and Trends
by Michael Hawley, VP Experience Design at Mad*Pow Media Solutions LLC
“For the first time in its history, the International Usability Professionals’ Association (UPA) conference took place outside of North America. [...] Unfortunately, it was impossible to attend all of the sessions, but in this conference recap, I will outline several trends I recognized.”

Whitney Quesenbery and Kevin Brooks, authors of the book “Storytelling for User Experience: Crafting Stories for Better Design”, describe how storytelling can help you collect, analyze and share user research information.

“Stories can help you collect, analyze and share qualitative information from user research and usability, spark design imagination and keep in touch with your audience. Storytelling and story listening are not a new methodology, but something you can add to your current practice to deepen and richen your understanding of users and their experience.

Three places where stories are a good fit are:

• Collecting stories from your audience to create a richer picture of how, when and why they use your products and documentation.
• Adding stories to personas to share your audience analysis, blending facts and information to make an emotional connection.
• Using stories for more naturalistic usability testing (planning those stories, or gathering them on the spot).”

Read articles: WritersUA | Johnny Holland

Smart meters represent a fork in the road for energy suppliers; engage with customers now and build value-added experiences that re-energise the supplier-consumer relationship, or do nothing and run the risk of third parties exploiting customer data and further eroding brand loyalty.

This white paper on smart meters by Foolproof explores potential applications of smart meters, and the opportunities this rich data source could create beyond basic energy consumption monitoring. A number of scenarios were presented to typical UK energy consumers to explore their potential impact.

The implications being that energy suppliers need to think and act now about how they will use smart meter data to strengthen and deepen customer relationships using the clues in this report. To do this, supply companies need to quickly promote customer experience to being a senior discipline.

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Videos of the recent IIT Design Research Conference are currently being uploaded. Here is the list of the presentations (alphabetical by speaker’s last name), with video links (where available):

Tim Brown | IDEO (conference bio)
We’re all design researchers now (34:15)

Solving some of society’s biggest challenges today will require large scale behavior change. Tim will talk about putting design thinking into the hands of everyone to inspire change and tackle the world’s biggest problems.

Allan Chochinov | Core77 (conference bio)
First Person Plural: The value of getting it from the horse’s mouth (24:15)

In a maturing world of design research methodologies, the value of primary research cannot be overstated. This talk will move through a series of student-initiated projects, each triggered by a singular, profound insight or leveraged to an engagement with a community far beyond the designer’s anticipated reach. We will discuss specific techniques for soliciting input from target audiences, and ways to recognize the good stuff when you see it. It all starts with the first person.

Joyce Chou | Core77
The steampunk solution to disruptive technology (14:04)

Martha Cotton | gravitytank (conference bio)
Accidents and Plans: A few good tools for collaboration (25:47)

Once upon a time, marketers saw truth mostly in numbers. But there have been some key shifts in the last 10 or so years: Design Research has broken out of its niche status and quantitative research has been stripped of its compulsory status. Design research has moved to the mainstream; quantitative research has become but one of many tools for decision making.
“Truth” about consumers is now found in many ways: stories, photos, video, quotes, anecdotes, sketches, conceptual frameworks, and more. Accompanying this shift our community has developed, and will continue to develop, more useful and interesting ways to gather qualitative data.
This talk explores a variety of compelling ways we are now able to gather qualitative data. She also expands the context to explore ways other phases in the qualitative research lifecycle can be done in more rich and effective ways including participant recruiting, analysis, and accessing project data over time.

Erica Eden | Smart Design, Femme Den (conference bio)
Sex Ed: Clients, Designers, and Everyone Else (27:40)

Why is gender important? Smart Design’s Femme Den explores the gap between assumptions and realities about women. As practicing designers and design researchers, we apply new ways to design for the elusive women’s market. To create products and experiences that women love, we must better understand their lives, as well as our clients’ objectives and designers’ perspectives. In this talk, we will be sharing our methodologies to meet the needs of and effectively communicate with these three interconnected groups.

Kim Erwin | IIT Institute of Design (conference bio)
Diane Fraley | D.S. Fraley Associates (conference bio)
Our world is flat, too: the paradigm shift of online research (30:08)

When Thomas Friedman declared the world flat, in his seminal book by the same name, he summarized the dramatic shift in commerce and competition across the globe brought about by the Internet. This technology, he notes, puts nearly everything within reach of nearly everyone, and our global economy is now essentially free of geographic restraints—it’s a level playing field. What’s to become of us of all, he asks?
We should be asking this, too. As with most professions, the Internet is reshaping the landscape of user research. This is happening on two levels: the business model of user research, and the practice model of user research.
On the business side, large online research houses are capturing a growing portion of research work, leveraging economies of scale and exclusive contracts designed to appeal to the finance people inside organizations.
On the practice side, research design has become a vastly more complex and interesting proposition. The Internet and digital media combine to form a powerful set of new data collection tools, while also giving us access to participants across geographies and time zones.
The new playing field dramatically expands what’s possible: Micro-blogging, asynchronous video, synchronous video, video diaries, remote activity monitoring—we can now do it all, all at once. As researchers, we can be everywhere at the same time. We can instantly review data collected remotely. We can have intimate contact with participants while miles apart.
All of this challenges our research processes and logic—“web work” now joins “field work” to reshape the paradigm for bringing producers closer to their consumers. How do we leverage this new paradigm to enrich research design and the resulting data? How might we use “web work” to deliver against objectives in an increasingly time-constrained development environment? How does our new reach inform user research for strategy development—one of the bigger frontiers of practice.
In this talk, Diane Fraley and Kim Erwin share a new approach that hybridizes “field work” and “web work.” Working with graduate students at the Institute of Design, Kim and Diane designed and executed the first phase of a multi-phase, exploratory project—integrating multiple online technologies to deliver a picture of how shopping behavior is rapidly shifting as early majorities adopt the Internet and smart phones to manage their homes.

Heather Fraser | Rotman DesignWorks (conference bio)
Design (Research) as a Shared Platform (video not yet available)

We live in a world where VUCA is the new acronym for ‘Holy cow, this is a tough nut to crack.” Faced with complex challenges, design, and most critically design research, is not only an important field for new methodologies and tools; it is also a shared platform for building a common campfire and a shared understanding of the purpose and actions for all organizations. Through our work at Rotman DesignWorks with students of all disciplines and executives across all functions, we have witnessed the power of shared discoveries and appreciation for design research as the foundation and fuel for creating new value and mobilizing organizations to rise to today’s challenges.

Usman Haque | Pachube (conference bio)
Notes on the design of participatory systems – for the city or for the planet (25:42)

Cooperation is difficult. Even when everybody agrees on an end goal, and even when everybody agrees on what is needed to achieve that end goal, it does not mean that everyone (or even anyone) will be able to take the first step, which is the most important step. The talk discusses the paradoxical structures of collaboration and ways that the paradoxes can be harnessed, illustrated occasionally with concrete examples from past work.

Cathy Huang | China Bridge International (conference bio)
Looking Inward: Design Research in China (25:17)

Conducting design research in an emerging market like China takes cultural understanding, patience, along with a level of empathy that is not normally gained overnight. In this presentation, Cathy Huang will take an inward look at China to bring forward key challenges that China Bridge International (CBi) is encountering while trying to gain insight through design research in China.
How does Social Conformity, Confucius, Utilitarianism and the belief that concealing ones economic status create obstacles for gaining insight in China? How does a research project navigate the many cultural, social, psychographic, and geographical differences when doing research in China?
These represent a few of the questions Cathy will discuss in her presentation. The background and foundation for her thoughts and perspectives are presented from the findings of many cases studies and experiences gained from her work at CBi — an insight-based innovation and design strategy firm.

Stokes Jones | Lodestar (conference bio)
Stokes Jones: Getting Embedded: In Search of Alt-innovation (video not yet available)

Whatever innovation process you favor, chances are it’s a relatively ‘top-down’ one. In this presentation, I will explore the roots of, and a working model for, an alternative type of innovation that is ‘bottom-up’ and anthropologically grounded. What we call “embedded innovation” is not something companies do to the world – after a staged series of research and workshop events – but a cultural process that people are continually unfolding in the world over time. In this approach, the key focus for design research and strategy becomes ‘attunement’ not invention – identifying the embedded innovation already taking place in a context or marketspace, then aligning to and enhancing it.
We look at cases of how this method has been applied cross-culturally by Lodestar; for researching with P&G the design of new over-the-counter medicines in South Africa; for social networking in Brazil, as well as by comparison to a familiar household product in the US. We will then consider the implications of complementing the usual ‘heroic’, company-led innovation with this more humble form. We believe research into embedded innovation leads to solutions that are truly human centered and empathic because it connects people to the value inherent in proposed products and services by designing offers from the inside out of their own ‘folk models’ and situated practices.

Anjali Kelkar | Studio for Design Research (conference bio)
Getting the most out of design research in Asia (24:46)

How can the Design Research practice uncover and understand cultural nuances of consumers in new markets better? Also, does this practice the way we conduct it in the West, really work in China and India? Do we need new tools or do we need to approach this practice differently? The talk will address the above questions with case studies from various projects.

Gerald Lombardi | Hall & Partners (conference bio)
The deskilling of ethnographic labor: an emerging predicament and a possible solution (11:10)

An oft-stated rule in the world of design has been, “Good, fast, cheap: pick two”. The success of ethnography as a support to design, branding and marketing has forced this rule into action with a vengeance. Companies now demand that more and more ethnographic knowledge be produced in ever-shorter timeframes and on ever-lower budgets. Our work output has become a mass production item, and the pressure is on. Ethnographers like me find that our Ph.D.s and cosmopolitan outlooks are scant protection as we undergo the same process experienced by many other highly trained workers over the past two centuries: job deskilling.
Job deskilling is a two-edged sword that brings opportunity and misery at the same time, though not always to the same people. Without taking a position on merits or demerits, in my talk I will first review the mechanisms of professional deskilling as the manufacture of ethnographic output has expanded. I will also give examples from my experience as someone who is on both sides of the issue, often finding my own work situation deskilled, and sometimes required by business objectives to submit others to that kind of regime.
The resulting picture is a bit grim. Are those of us who practice ethnography for industry condemned to the same fate as the skilled automobile craftsmen of Detroit circa 1908? (They were replaced by machines, and now there are 680 million motor vehicles on Earth.) And are the outputs of our creative research destined to be commoditized, to the sad detriment of the products we help bring into the world? Perhaps not. So much is made these days of the need for disruptive innovation — what if we apply that outlook to the conditions of our own labor? I have in mind a collusion between ethnographic laborers and their more enlightened employers, in the service of a better paradigm, a realignment of “Good, fast, cheap” so there’s a chance for more “Good” to peek through.
But that’s impossible, right? Business would never stand for it…. To the contrary, I assert that the material conditions of global production are soon going to require a disruptive change regardless of what the business world thinks. I explain what and why that is, and urge that we make our new professional motto this one: “Why pay less?”

Doug Look | Autodesk (conference bio)
Up in the Air (15:54)

What’s next? Perhaps we need to go beyond the discovery aspects of design research and now focus on ways to go beyond, to figure out ways of executing and delivering real business success. Instead of declaring that Design Research has won or that there’s widespread acceptance, we might want to pause a bit for some reflection on how to take the critical next steps toward implementation and execution. And here’s a hint–it isn’t easy.
What have been effective methods and tools from within a corporate environment? What are some of the challenges you might face within an engineering-centered organization? Where is the scarcity and what skill sets provide utility? Doug Look will reflect on insights gathered over the past five years in his journey from an academic setting at the Institute of Design to an engineered-centered corporate culture.

Bill Lucas | LUMA Institute, MAYA Design (conference bio)
Encouraging everyone (from K through CEO) to look with care (video not yet available)

As the field of design research matures, an exciting new activity is emerging. Seasoned practitioners are extending their knowledge and passion to non-specialists of various ages and backgrounds. In this talk, I will present stories from LUMA Institute, an educational venture dedicated to helping everyone from K through CEO learn and apply the practices of Human-Centered Design (including the critical activity of looking and listening with care). I’ll talk about the wonderful things that happen when experienced professionals facilitate workshops aimed at raising the awareness and competence of people from all walks of life.

Dominick J. Misino | NYPD (conference bio)
Building Rapport: Lessons from a Hostage Negotiator (30:42)

Don Norman | Nielsen Norman Group (conference bio)
The Research-Practice Gulf (40:22)

There is a great gulf between the research community and practice. Moreover, there is often a great gull between what designers do and what industry needs. We believe we know how to do design, but this belief is based more on faith than on data, and this belief reinforces the gulf between the research community and practice.
I find that the things we take most for granted are seldom examined or questioned. As a result, it is often our most fundamental beliefs that are apt to be wrong.
In this talk, deliberately intended to be controversial. I examine some of our most cherished beliefs. Examples: design research helps create breakthrough products; complexity is bad and simplicity good; there is a natural chain from research to product.

Sona Patadia-Rao | PDT (conference bio)
Lisa Yanz | PDT (conference bio)
A Case Study: The Collaborative Redesign of the Perkins Brailler (28:28)

“Good Design” means something different to everyone, especially to an audience that experiences the world through their fingertips. As designers we are accustomed to immersing ourselves into the lives of our targeted users and pulling out meaning, values and aspirations. However, when the targeted audience interprets the world in an unique way, the design team’s methodology need to be flexible, conclusions are never final and bringing the users into the fold of the process is essential.
Through this discussion attendees hear the development story of redesigning the fully mechanical Next Generation Perkins Braille Writer for the Perkins School for the Blind in Watertown MA. This device is the “pen and paper” for the visually impaired community, making it an essential teaching tool worldwide. The original Perkins Brailler was designed in the 1940′s, has over 600 moving parts, and has remained the unchanged, extremely reliable workhorse for decades.
We look to tell the story honestly, addressing successes, stumbles, surprises and how we were changed both professional and personally by the experience. This is a case study in blurring the formalized lines between research, design and engineering to create a product that meets the needs of a very adaptable and impressive user group.

Ron Pierce | Stuart Karten Design (conference bio)
360-Degree Research (video not yet available)

The power of design research lies in its connection to the end user. But too often, the focus on the end user is watered down as a product passes through many hands on its way to production. Ron Pierce proposes an alternate model of 360-degree research— an ongoing process in which researchers engage with the client and the end user throughout product development, putting solutions through rigorous testing at multiple phases.
Sharing the story of Stuart Karten Design’s engagement with hearing aid manufacturer Starkey Laboratories, Inc., Ron will show how a 360-degree research process can provide better results for the end user and significant financial returns for the corporation.
During a three-year strategic partnership with Starkey, Ron and his team at SKD have collaborated to develop products that greatly improve a frustrating end user experience. By continually engaging with stakeholders, distribution channels and a wide range of hearing aid wearers during various stages of the product development process, from foundational research through evaluative testing of functional prototypes, Ron and his team have reinvented Starkey’s product line with a focus on the user.
He shared SKD’s 360-degree research process, which recently culminated with the introduction of Starkey’s S Series hearing aid, featuring a touch-activated control proven to solve one of users’ most poignant frustrations. The first-of-its-kind innovation has increased Starkey’s market share and cemented the company’s position as a global leader.

Heather Reavey | Continuum (conference bio)
Envisioning Breakthrough Ideas (video not yet available)

A deep understanding of people is one lens that inspires designers to envision new experiences. Moving from inspiration to impact is another matter. What is a breakthrough idea, and how can you deliver it in a way that makes your audience believe? This session is all about big ideas: where they come from, how you know when you might have a game-changer. And how you can use design and storytelling to communicate a new opportunity in an experiential, emotional, human way that motivates clients and organizations to become advocates of change.

Rick E. Robinson | Sideriver Ventures (conference bio)
Crankiness is Overrated: Good Work is Harder Than Grumbling (28:15)

When we take hold of a powerful tool and use it to shape the daily lives of real people, we are laid under an obligation, a responsibility, to understand not only how that shaping could affect those daily lives, but how it should do so. The “good” in “good design” has, in the last twenty years or so, migrated from the relatively simple appreciation of an end-product’s formal properties to include the ways in which a product becomes what it is: the process of designing. In the course of that migration, “users” and “experience” have become central to the way design works, to how the things which it produces are evaluated. Under any number of labels (“user-centered design research”, “ethnographics,” “anthrojournalism” and so on) the (largely) social sciences-derived research which informs the work of design has grown into a small industry of its own. Taken as a whole, design research has resulted in a collective paying of more attention to people rather than less. That’s a ‘good’ in pretty much anyone’s book. But it is also, in practice, a bit like supposing that because an M.D. is doing rounds, looking into patients’ rooms and signing the charts, good medical care is being practiced. If designers have been less than explicit about the values that inform the choices they make, it seems that design research as a whole has been even less so. The most widely accepted ‘point’ of design research is to inform the work of design. To provide a basis from which the work of design, development, and strategy can proceed. It is a bit circular: we do research to inform the process of design, which requires that we understand the users. Circular or not, it would be just fine if what was required to “inform” design were no more than a scan of current conditions. A pH strip dipped in the pool. A thumb licked and held up in the breeze. But the best design work doesn’t need the thumb in the air; good designers or teams or practices are usually plugged in and working at the ragged front end anyway. What we need from research is more than description, and especially, more than a list of “needs,” explicit or implicit, met or unmet. We need a way to explicitly articulate the values that inform those decisions, and a basis on which to do so.

Kevin Starr | Rainer Arnhold Fellows (conference bio)
Design for (Real) Social Impact (24:56)

Designing a product that will make life better for the poor isn’t easy. You can’t just design a cool product that works; you have to make sure it will get into the hands of those who need it most and that it will be used to good effect. As investors in tools and products to benefit the poor – and get them out of poverty – we’ve developed an approach to vetting product ideas that is based on the successes and failures we’ve seen over the years. We’ve found that using it in the design phase can help avoid the pitfalls that waste effort and money, and ensure that good ideas turn into real impact.

Rob Tannen | Bresslergroup (conference bio)
Design Research Tools for the Physical World (25:28)

In 2008 Rob presented an overview of the latest in digital user research technology, including the FieldCREW tablet concept. This year he is back to discuss tools and techniques to capture physical behavior, which is essential for the design of gestural, interactive devices.
The presentation includes:
* An introduction to “observational ergonomics” so researchers can qualitatively identify design problems and opportunities
* Demonstrations and reviews of the latest tech tools for conducting user research, including tactile sensing and wireless information tagging

Helen Walters | Bloomberg Businessweek (conference bio)
Wrap-up of Day One of DRC 2010 (13:36)

Eric Wilmot | Wolff Olins (conference bio)
How Fast? 21st Century Approach To Speed & Innovation (24:58)

Over the past decade design-thinking and user-insight practices have grown to become integral process within the worlds top organizations. This has lead to product, digital, and brand innovation consultancies to differentiate their services by framing new ways of doing things.
During the last decade we have witnessed a layering of methodologies and activities in an attempt to differentiate how we discover, define, design, and deliver new solutions. Ironically, over much of this same time, the process itself has remained an assumption for practitioners across the business community.
Overall, what challenges exist for the next generation of research methods when applied to a process model that was born before the Internet? Nimble clients are making it difficult for consultancies to keep up. Demand for faster launches is challenging the effectiveness of traditional processes. Technology is shifting control where offerings can be “pulled” into the market, reducing risk from the traditional “push” model.
The business environment is demanding change. This talk will highlight new client demands and market forces that are reframing the question from “How might design-thinking be better used within the current development process?” to “How might the process itself be changed to enable new and better uses for design-thinking and research?”

Lorraine Paterson and Boon Low of the UK National e-Science Centre at the University of Edinburgh highlight findings from the usability inspection report they conducted for the JISC-funded research project, Usability and Contemporary User Experience in Digital Libraries (UX2.0). The article was published in Ariadne, the UK web magazine for information professionals in archives, libraries and museums.

“Demands for improved usability and developments in user experience (UX) have become pertinent due to the increasing complexities of digital libraries (DLs) and user expectations associated with the advances in Web technologies. In particular, usability research and testing are becoming necessary means to assess the current and future breeds of information environments such that they can be better understood, well-formed and validated.

Usability studies and digital library development are not often intertwined due to the existing cultural model in system development. Usability issues are likely to be addressed post-hoc or as a priori assumptions. Recent initiatives have advanced usability studies in terms of information environment development. However, significant work is still required to address the usability of new services arising from the trends in social networking and Web 2.0.

The JISC-funded project, Usability and Contemporary User Experience in Digital Libraries (UX2.0), contributes to this general body of work by enhancing a digital library through a development and evaluation framework centred on usability and contemporary user experience. Part of the project involves usability inspection and research on contemporary user experience techniques. This article highlights the findings of the usability inspection work recently conducted and reported by UX2.0. The report provided a general impression of digital library usability; notwithstanding, it revealed a range of issues, each of which merits a systematic and vigorous study. The discussion points outlined here provide a resource generally useful for the JISC Community and beyond.”

Read article

Tinker London (the team promoting the use of Arduino in design) started a collaboration with EDF R&D on Homesense, an open user-centered research project investigating the use of smart and networked technologies in the home.

Homesense will bring the open collaboration methods of online communities to physical infrastructures in the home. Over the course of several months, selected households across Europe (UK, France and Italy initially) will have access to the latest in open source hardware and software tools, decide what they want to do with them in the context of their home and share the results with the world. Local technology experts will be selected to support them in the development of their ideas and the whole process from start to finish. The process will be documented by users themselves in the form of blogs, videos and images taken throughout a 3 month long process in the Autumn of 2010.

The team believes that better scenarios and solutions could emerge when design and research in this area can be conducted in an open way. This breaks from tradition as users, rather than seeing products forced on them by a top-down design process, will create their own smart home and live with those technologies they have themselves developed without prior technical expertise.

Every year, Ferrari fields a team in the Formula One championship, and dumps around $400 million into developing and racing the car.

So, says Cliff Kuang in Fast Company, you’d think that the steering wheel–perhaps the car’s most crucial point of contact, where a human turns all that R&D into championship trophies–would be a masterpiece of interface design. And you would be wrong.

Kuang calls it a “comedically disjointed, confusing mess” and “amazing that the drivers don’t crash these things twice every lap” (and even the people at AutoBlog agree).

Read article (with video)

Stijn Debrouwere, a Belgian information architect, has published a long Peter Morville-inspired post on findability related issues.

“The majority of people visiting a news website don’t care about the front page. They might have reached your site from Google while searching for a very specific topic. They might just be wandering around. Or they’re visiting your site because they’re interested in one specific event that you cover. This is big. It changes the way we should think about news websites.

We need ambient findability. We need smart ways of guiding people towards the content they’d like to see — with categorization and search playing complementary goals. And we need smart ways to keep readers on our site, especially if they’re just following a link from Google or Facebook, by prickling their sense of exploration.

Pete Bell recently opined that search is the enemy of information architecture. That’s too bad, because we’re really going to need great search if we’re to beat Wikipedia at its own game: providing readers with timely information about topics they care about.”

Read article

Check also his earlier posts this month:
- Navigation headaches
- We’re in the information business
- The basic unit of information

(via InfoDesign)

Experientia is an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first. Our dynamic and enthusiastic team, based in Torino, Italy, includes experts in strategy, design, usability, communications, cognitive and social psychology, ethnographic and user research, information architecture, interaction design and information visualization, prototyping and programming, and with skills in over 16 languages.

Experientia is currently looking for people to fill the following positions:
 

Project Manager

This position has been filled.
 

Web prototyper

This position has been filled.
 

Visual interaction designer

We are looking for a visual interaction designer with outstanding visual design skills, methodical thinking, fascination with typography or information visualization, and interest in design for mobile applications or social software.

Required

• 3-5 years experience in visual interaction design
• University and/or advanced degree(s) in Interaction Design, Visual Communication Design, or similar.
• An available portfolio of visual interaction design solutions.
• Advanced English language skills, with ability in Italian or German also an advantage, strong visual and verbal communication skills.
• Proficiency in a variety of layout/UI and time based design tools including Flash, Illustrator, InDesign, Photoshop, etc.
• Understanding of how and why an interface succeeds or fails and ability to spot likely problems in flow, layout, copy or presentation before they go into production.
• Demonstrated ability to adhere to critical project timelines in a fast-paced environment.
• Legally entitled to work in the EU

The Visual Interaction Designer will:

• Excel in design thinking, participate in design research, ideate concepts and truly enjoy design.
• Understand the parameters of a design problem, and be able to create appropriate visual interaction deliverables.
• Follow a user-centred methodology and approach.
• Translate user research and usability findings into tangible designs.
• Brainstorm on innovative concept solutions around given project themes.
• Identify tools, resources, methods, and techniques that evolve existing approaches for the larger Experientia community.
• Work independently, or in teams and in close conjunction with the Design Director, to produce elegant, sophisticated concept designs.

How to apply
Interested applicants should send a motivational cover letter in English, an English or Italian CV, and possible other supporting materials to info at experientia dot com. Your application should be accompanied by a pdf or portfolio or link to an online portfolio. We would like to see a range of final deliverables and interim deliverables created during the course a project. Please indicate your role and contribution for each project submitted.
 

Usability Expert

This position has been filled.

The folks at Johnny Holland have published reviews on no less than four UX related books:

Beyond the Usability Lab
Authors: Bill Albert, Donna Tedesco, Thomas Tullis
Publishers: Morgan Kaufman
[Companion website - Amazon]

User Experience Re-Mastered
Authors: Chauncey Wilson (editor)
Publishers: Morgan Kaufman
[Elsevier - Amazon]

Innovators: Shaping Our Creative Future
Authors: multiple
Publishers: BIS Publishers
[Thomas & Hudson - Amazon]

Layout Essentials: 100 Design Principles For Using Grids
Authors: Beth Tondreau
Publishers: BIS Publishers
[Amazon]

Check also the UX Bookstore.

Read reviews

The April issue of Boxes and Arrows is recommended reading:

Designing for social interaction – strong, weak and temporary ties
by Paul Adams, senior UX researcher, Google
Our social web tools must start to understand the strength of ties, that we have stronger relationships with some people than with others. Understanding the difference between strong, weak, and temporary ties will help us build better online social experiences.

Faceted finding with super-powered breadcrumbs
by Greg Nudelman
Most of the today’s finding interfaces do not support integrated finding effectively, often creating disparate search and browse user interfaces that confound people with a jumble of controls competing for their attention. In this article, I propose the Integrated Faceted Breadcrumb (IFB) design that integrates the power of faceted refinement with the intuitive query expansion afforded by browse.

Case study of agile and UCD working together – Finding the holistic solution
by James Kelway, senior information architect, Hello Group
Large scale websites require groups of specialists to design and develop a product that will be a commercial success. To develop a completely new site requires several teams to collaborate and this can be difficult. Particularly as different teams may be working with different methods. This case study shows how the ComputerWeekly user experience team integrated with an agile development group.

How to win friends and influence people remotely
by Patrick Stapleton, principal applications engineer, Oracle
Once remotely located a designers ability to interact with other team members and effect change are funneled through the telecommunication mediums that the team uses to communicate. This article, subtitled “Tools to enable simple online collaboration of design and distribution of usability testing” lists the available mediums and analyzes their respective strengths and weaknesses and provides suggestions for their effective use.

Bill Albert, director of the Design and Usability Center at Bentley University, highlights five common myths related to online (unmoderated) usability testing, and explaining why he thinks these myths are not true.

“The motivation for this article is to help UX researchers keep an open mind about online usability testing. There are some researchers who have been using this approach for years and find it useful (in certain situations). Others are new to it, and wanting to learn more about its strength and limitations. Finally, some UX researchers have already formed an opinion about online usability testing, and deemed it not useful for a variety of (unfounded) reasons. I hope by exposing these myths, we (as a UX community) can evaluate this tool based on its actual merits.”

Read article

In his bimonthly column in the ACM CHI magazine, Interactions, Donald Norman argues that most gestures are neither natural nor easy to learn or remember.

“Gestures lack critical clues deemed essential for successful human-computer interaction. Because gestures are ephemeral, they do not leave behind any record of their path, which means that if one makes a gesture and either gets no response or the wrong response, there is little information available to help understand why. The requisite feedback is lacking. Moreover, a pure gestural system makes it difficult to discover the set of possibilities and the precise dynamics of execution. These problems can be overcome, of course, but only by adding conventional interface elements, such as menus, help systems, traces, tutorials, undo operations, and other forms of feedback and guides.” [...]

“Gestural systems are no different from any other form of interaction. They need to follow the basic rules of interaction design, which means well-defined modes of expression, a clear conceptual model of the way they interact with the system, their consequences, and means of navigating unintended consequences. As a result, means of providing feedback, explicit hints as to possible actions, and guides for how they are to be conducted are required.”

Read article

From the Nordic Innovation website:

User driven innovation is emerging as one of the successful ways of creating breakthrough innovations for companies and organisations.

In this project called “Create concept innovation with users“, a Nordic and Baltic consortium lead by FORA has been able to identify four generic methods of working with user driven innovation:
- user test,
- user exploration,
- user innovation, and
- user participation.

Even though these methods might vary slightly from one company to the other, they have some basic features which are common. When working with users, companies might choose to include the users either directly or indirectly in the innovation process, depending on what type of knowledge the company wants to obtain from the user. Users’ ability to communicate and express their problems and needs varies greatly and will also influence the user driven innovation method chosen by a company. Sometimes users are fully aware of what problems they face and which needs they experience, while in other cases they will not be able to communicate or articulate what they are experiencing.

Based on this framework, the project members interviewed companies in the Nordic and Baltic countries about how they work with user driven innovation, what innovation outcomes they achieved and how satisfied they were with the processes during the project. Furthermore the project members wanted to get an understanding of whether there were any differences among the Nordic and Baltic countries regarding the methods they used by mapping the user driven innovation activity among companies and organisations.

Download report

Anne Kaikkonen, a UI product manager at Nokia, recently presented her doctoral dissertation on the usability and user experience of the mobile internet.

Internet on Mobiles: Evolution of Usability and User Experience (pdf)
Dissertation for the degree of Doctor of Philosophy presented at Helsinki University of Technology (Espoo, Finland) on 11 December 2009.

The mobile Internet is no longer a new phenomenon; the first mobile devices supporting web access were introduced over 10 years ago. During the past ten years technology and business infrastructure have evolved and the number of mobile Internet users has increased all over the world. Service user interface, technology and business infrastructure have built a framework for service adaptation: they can act as enablers or as barriers. Users evaluate how the new technology adds value to their life based on multiple factors.

This dissertation has its focus in the area of human-computer interaction research and practices. The overall goal of my research has been to improve the usability and the user experience of mobile Internet services. My research has sought answers to questions relevant in service development process. Questions have varied during the years, the main question being: How to design and create mobile Internet services that people can use and want to use? I have sought answers mostly from a human factors perspective, but have also taken the elements form technology and business infrastructure into consideration. In order to answer the questions raised in service development projects, we have investigated the mobile Internet services in the laboratory and in the field. My research has been conducted in various countries in 3 continents: Asia, Europe and North America. These studies revealed differences in mobile Internet use in different countries and between user groups. Studies in this dissertation were conducted between years 1998 and 2007 and show how questions and research methods have evolved during the time.

Good service creation requires that all three factors: technology, business infrastructure and users are taken in consideration. When using knowledge on users in decision making, it is important to understand that the different phases of the service development cycle require the different kind of information on users. It is not enough to know about the users, the knowledge about users has to be transferred into decisions.

The service has to be easy to use so that people can use it. This is related to usability. Usability is a very important factor in service adoption, but it is not enough. The service has to have relevant content from user perspective. The content is the reason why people want to use the service. In addition to the content and the ease of use, people evaluate the goodness of the service based on many other aspects: the cost, the availability and the reliability of the system for example. A good service is worth trying and after the first experience, is it worth using. These aspects are considered to influence the ‘user experience’ of the system. In this work I use lexical analysis to evaluate how the words “usability” and “user experience” are used in mobile HCI conference papers during the past 10 years. The use of both words has increased during the period and reflects the evolution of research questions and methodology over time.

Related to her thesis, is her article “Mobile internet: Past, Present, and the future“.

The Mobile Internet is no longer a new phenomenon; the first mobile devices supporting Web access were introduced over 10 years ago. During the past 10 years many user studies have been conducted that have generated insights into mobile Internet use. The number of mobile Internet users has increased and the focus of the studies has switched from the user interface to user experiences. Mobile phones are regarded as personal devices: the current possibility of gathering more contextual information and linking that to the Internet cre- ates totally new challenges for user experience and design.

Why not use the iPhone interface as the basis for a new round of Apple computers? What if Microsoft scrapped the front end of Windows 7 and the troubled Vista OS and moved to the new, elegant interface it is using for its Windows Phone 7 Series mobile phones?

“In an effort to win over less technical users, both Apple and Microsoft dumped that command-line interface for personal computers more than two decades ago, replacing it with visual icons for files, folders and applications. Over the years, they added animations and search technology and other features to make navigating a Mac or Windows PC even easier.

Yet all of the gloss and glitter doesn’t hide the fact that both operating systems are still pretty geeky and difficult for many computer users to navigate.”

Read full story

The New York Times reports on “natural” gestural interfaces in an article entitled “Giving Electronic Commands With Body Language”:

“In the coming months, the likes of Microsoft, Hitachi and major PC makers will begin selling devices that will allow people to flip channels on the TV or move documents on a computer monitor with simple hand gestures. The technology, one of the most significant changes to human-device interfaces since the mouse appeared next to computers in the early 1980s, was being shown in private sessions during the immense Consumer Electronics Show here last week. Past attempts at similar technology have proved clunky and disappointing. In contrast, the latest crop of gesture-powered devices arrives with a refreshing surprise: they actually work.”

Read full story

Augmented Reality is overhyped and abused, writes Matthew Szymczyk in Advertising Age, and we’re in danger of killing off a rather useful technology.

“As web-based augmented-reality applications have exploded, it’s more important than ever to remember AR is a technology based on utility and not gimmicks.

Unfortunately, as with most new and emerging technologies, it’s quickly becoming overhyped and abused. Usability and user experience have been thrown under in the stampede of agencies and brands saying “Hey, look — me too!” Even more disturbing is that most marketers are overlooking the most unique aspect of AR itself: that it’s a technology that can create innovative and sustained engagement between a brand and its target consumer through utility.”

Read full story

EU press release (link):

EU ministers have committed to developing smarter online public services for citizens and businesses by 2015. The Commission has welcomed this step forward in making eGovernment more accessible, interactive and customised. At the fifth Ministerial eGovernment Conference in Malmö (Sweden) today, EU ministers outlined a joint vision and policy priorities on how this should be delivered. eGovernment is a key step towards boosting Europe’s competitiveness, benefiting from time and cost savings for citizens and businesses across Europe.

“Today’s declaration is another step in the right direction to further improve online public services for citizens and businesses. The commitment to shift from a “one-size-fits-all” to a customised approach is more likely to meet users’ needs and will open the path for more interactive and demand-driven public services in Europe”, said Siim Kallas, Vice-President of the European Commission in charge of Administrative Affairs, Audit and Anti-Fraud.

Viviane Reding, European Commissioner for Information Society and Media, added: “The Malmö declaration is an encouraging signal sent from Member States towards the achievement of more effective cross-border services and the completion of the Single Market. For such services to become a reality for most citizens there is still more to be done. Achieving government savings in the current economic climate must be a priority. Better cross-border public services must be delivered even with fewer resources available so the investment made in eGovernment must be maximised. The lives of citizens and businesses can be made increasingly easier if they can benefit from efficient public services ranging from simple registration of life events such as births and residence, business services such as company registration and information or more sophisticated applications including those relating to tax, VAT or customs declarations.”

The declaration signed last night in Malmö by the EU ministers outlines a joint forward-looking vision and defines policy priorities to be achieved by 2015. The key objectives that Member States together with the Commission aim to achieve in the next five years are:

• to empower businesses and citizens through eGovernment services designed around users’ needs, better access to information and their active involvement in the policy making process;
• to facilitate mobility in the single market by seamless eGovernment services for setting up business, for studying, working, residing and retiring in Europe;
• to enhance the effectiveness and efficiency of government services by reducing the administrative burden, improving organisational processes of administrations and using ICT to improve energy efficiency in public administrations which will result in a greater contribution to a sustainable low-carbon economy.

The European Commission is already working in close cooperation with Member States to set concrete targets for the eGovernment agenda in Europe and will launch an action plan in the second half of 2010 proposing concrete measures to achieve the objectives set out in the ministerial declaration.

The empowerment of citizens and businesses is already supported today by a large number of eGovernment services. Recent figures from the eighth benchmarking report ordered by the European Commission on eGovernment in Europe, released today at the fifth ministerial conference, indicate that the quality and availability of online government services have been on the rise in Europe in the last two years: 71% of the public services measured are fully available online through portals or websites, while this was only 59% in 2007. Austria, Malta, Portugal, the United Kingdom, Sweden and Slovenia are leading countries in the assessment of availability of services. Poland, Slovakia, Lithuania and Latvia are making important progress but differences across Europe remain significant.

The report shows also an increased degree of interaction between service providers and users, where Europe stands at 83%, compared to 76% in 2007 (see annex for table). This year’s report looks at the availability of eProcurement, which aims at improving public procurement. It is now at around 60% in the EU, still far from the 100% target for 2010 set by the i2010 eGovernment action plan.

Related information:
- eGovernment Ministerial Declaration
- Benchmarking documents
- eGovernment Benchmark Survey 2009 – Smarter, Faster, Better eGovernment

To celebrate World Usability Day 2009, System Concepts has put together a video podcast exploring how different stakeholders can enhance the user experience of their designs by including sustainability as a key requirement.

The interviewees include:
- Professor Ben Shneiderman – User Interface guru from the University of Maryland
- John Thackara – Director, Doors of Perception and currently senior advisor on sustainability to the UK Design Council
- Nicolai Peitersen – Founder and CEO of Ethical Economy
- Daniel Liden, Senior Designer at Chris Lefteri Design Ltd, who specialise in materials
- Dina Guth – Director of British design and innovation company TECAtech
- Liz Edwards, Home Editor of the UK Consumer’s Association
- Tom Stewart, President of the UK Ergonomics Society

View podcast

Computerworld New Zealand introduces user-centred web design.

Introducing user-centred web design
The first article in this series introduces the idea of User-Centred Design (UCD) — a design process that concentrates on designing websites for the people who will use them; rather than to embody the latest trends in web technology, or to simply please the senior management in the company.

User experience: What it is and how to get some
The second article in this series looks at the concept of user experience. As well as explaining user experience in more detail, the article outlines what skills are needed to embody it in good web design.

User experience in action
This article looks at some of the methods that can be used to implement UCD in real websites. It considers some case studies drawn from the experience of Wired Internet Group, a Christchurch-based company striving to promote the principles of UCD in the local web industry. These case studies will reveal some of the “real world” usability issues that may be encountered, and the sometimes simple steps that you can take to remedy them, and give your site the user experience your customers deserve.

Kevin Anderson reports in The Guardian on how a new generation of monitors can generate data about your energy use and help you cut your costs and carbon.

“These energy monitors not only show you real-time information about your energy consumption, many of them also record that data. Government-provided national energy data is great, but with your own data, you can make decisions that can help you conserve energy, save cash and cut your carbon footprint. [...]

I’m going to focus on devices that can easily export data and not simply display it in the applications that ship with the monitors.”

Read full story

As part of his Design for Interaction MSc. at the TU Delft, David Güiza Caicedo worked on developing a tool to measure emotional reactions towards ‘services’, from which an early concept has recently spun-off into a more developed tool to aid in the assessment of emotions towards ‘physical spaces’.

The tool, now called Panoremo, is meant to collect feedback from users in order to evaluate their emotional reaction towards any sort of physical spaces.

This opens up the door to a plethora of possibilities and applications: evaluating an urban environment to know how people feel about their surroundings (emotions in architecture and urbanism), finding out how people feel about that new interior design that you are developing for a new store (emotions in retail design) or identifying the critical emotional points of a restaurant or of a hotel lobby (emotions in experiential services) are but a few of the examples to think of.

The Mercury News reports on how Yahoo believes it can build its search audience by focusing on the user “experience,” rather than viewing search as a raw data query.

“‘What’s notable about many of the stable of researchers at Yahoo backing that effort is that many of them [...] aren’t even computer scientists.

They are part of a team of social scientists — cognitive psychologists, sociologists, economists and ethnographers — that Yahoo hopes will help close the search gap with the dominant Google. [...]

The plan to broaden Yahoo Labs into a multidisciplinary team where social scientists work directly with computer scientists is one element of Yahoo’s strategy to hold people on its Web properties, after its new branding campaign — Yahoo’s single largest integrated global campaign ever — brings them in the door.”

Read full story

Fred Beecher argues on Johnny Holland that “the iPhone is surprisingly difficult to use, but it sure is fun! And that is why it’s a game-changer.”

“As a user experience designer, I thought my job was to make things not suck. Until recently. As technology has evolved, human behavior has evolved along with it. Since behavior is the basis of user experience design, my job has evolved as well. Now, my job is to make things people love. At the 2009 IA Summit, Karl Fast articulated the value proposition of user experience design with sparkling clarity. “Engineers make things,” he said, “we make people love them.” And then he held up an iPhone as an example.

This is a crucial change, the importance of which cannot be overstated.”

Read full story

The User Experience Design blog reports that Jonathan Hassell of BBC online shared a presentation on the challenges and methodologies of the company’s Usability & Accessibility team.

The short presentation describes the challenges, such as a wide range of platforms and audience types, as well as the wide-range of research tools that are used to understand and address them, from card sorting to ethnographic research.

The video of the presentation is also available (requires registration, go to “Web 2.0, Social Networking, Usability, Design & Build Theatre,” then “Wednesday at 13:00″).

The MIT Sloan Management Review has published Donald Norman’s paper ‘Designing Waits That Work‘ (available for $6.50).

It is based on a 2008 paper by Norman, entitled ‘The Psychology of Waiting Lines‘ (which is freely available), but sections have been added on “Variations of basic waiting lines” (including triage, categorization of needs, and self-selection of queues) and “Deliberate Chaos.”

According to Norman, “the original is better in the amount of detail and formal analyses, worse in the rough draft and inelegance of the writing as well as a lack of examples which I added for SMR.”

Here is Norman’s introduction to the 2008 paper:

Waiting is an inescapable part of life, but that doesn’t mean we enjoy it. But if the lines are truly inescapable, what can be done to make them less painful? Although there is a good deal of practical knowledge, usually known within the heads of corporate managers, very little has been published about the topic. One paper provides the classic treatment: David Maister’s The Psychology of Waiting Lines (1985). Maister suggested several principles for increasing the pleasantness of waiting. Although his paper provides an excellent start, it was published in 1985 and there have been considerable advances in our knowledge since then.

In the PDF file, The Psychology of Waiting Lines, I bring the study of waiting lines up to date, following the spirit of Maister’s original publication, but with considerable revision in light of modern findings. I suggest eight design principles, starting with “emotions dominate” and ending with the principle that “the memory of an event is more important than the experience.” Examples of design solutions include double buffering, providing clear conceptual models of the events with continual feedback, providing positive memories and even why one might deliberately induce waits. These principles apply to all services, not just waiting in lines. Details will vary from situation to situation, industry to industry, but the fundamentals are, in truth, the fundamentals of sociable design for waiting lines, for products, and for service.

“CS547. Human-Computer Interaction Seminar (Seminar on People, Computers, and Design)” is a course of the Stanford HCI Group, coordinated by Terry Winograd, on topics related to human-computer interaction design.

Below is a run-down of the 2008-2009 speakers (all videos are available online):

September 26, 2008 – Tristan Harris , Apture
New models for browsing (video)

October 3, 2008 – David Merrill, MIT Media Lab
Natural Interactions with Digital Content (video)

October 10, 2008 – Karrie Karahalios, Univ. of Illinois, Urbana Champaign
Visualizing Voice (video)

October 17, 2008 – Jesse James Garrett, Adaptive Path
Aurora: Envisioning the Future of the Web (video)

October 24, 2008 – Peter Pirolli, PARC
Information foraging theory (video)

October 31 , 2008 – Justine Cassell, Northwestern University
Building Theories: People’s Interaction with Computers (video)

November 7, 2008 – Merrie Morris, Microsoft Research
SearchTogether and CoSearch: New Tools for Enabling Collaborative Web Search (video)

November 14, 2008 – Gail Wight, Stanford Dept. of Art and Art History
Unreasonable Interactions (video)

November 21, 2008 – Sergi Jordà
Exploring the Synergy between Live Music Performance and Tabletop Tangible Interfaces: the Reactable (video)

December 5, 2008 – Jaroslaw Kapuscinski, Stanford Dept. of Music
Composing with Sounds and Images (video)

January 9, 2009 – Todd Mowry, CMU
Pario: the Next Step Beyond Audio and Video (video)

January 16, 2009 – Hayes Raffle, Nokia Research
Sculpting Behavior – Developing a tangible language for hands-on play and learning (video)

January 23, 2009 – Dan Saffer, Kicker Studio
Tap is the new click (video)

January 30, 2009 – Bobby Fishkin, ReframeIt
Social Annotation, Contextual Collaboration and Online Transparency (video)

February 6, 2009 – Bjoern Hartmann, Stanford HCI Group
Enlightened Trial and Error – Gaining Design Insight Through New Prototyping Tools (video)

February 13, 2009 – Vladlen Koltun, Stanford CS
Computer Graphics as a Telecommunication Medium (video)

February 20, 2009 – Michal Migurski & Tom Carden, Stamen Design
Not Invented Here: Online Mapping Unraveled (video)

February 27, 2009 – Sep Kamvar, Stanford University
We Feel Fine and I Want You To Want Me: Case Studies in Internet Sociology (video)

March 6, 2009 – Jeff Heer, Stanford HCI Group
A Brief History of Data Visualization (video)

March 13, 2009 – Barry Brown, UCSD
Experts at Play (video)

April 3, 2009 – John Lilly and Mike Beltzner, Mozilla Foundation
Firefox, Mozilla & Open Source — Software Design at Scale (video)

April 10, 2009 – Clara Shih, Salesforce.com
Social Enterprise Software Design (video)

April 17, 2009 – Alex Payne, Twitter
The Interaction Design of APIs (video)

April 24, 2009 – Jim Campbell, electronic artist
Far Away Up Close (video)

May 1, 2009 – Gary and Judy Olson, UC Irvine
What Still Matters about Distance? (video)

May 8, 2009 – Dan Siroker, Carrotsticks
How We Used Data to Win the Presidential Election (video)

May 15, 2009 – Scott Snibbe, Snibbe Interactive
Social Immersive Media (video)

May 22, 2009 – Will Wright, Maxis / Electronic Arts
Launching Creative Communities: Lessons from the Spore community experience (video)

May 29, 2009 – Robert Kraut, Carnegie Mellon
Designing Online Communities from Theory (video)

Archived lectures from CS547 can also be downloaded from iTunes.

The Design for All Institute India has published a special issue of its newsletter together with IDZ International Design Centre, Berlin. Guest Editor is Prof Birgit Weller.

Design for All Institute Of India is a self financed, non-profit voluntary organization, located in Delhi, India, which seeks corporate and public partnership in order to carry forward its very ambitious agenda of pro-actively building bridges of social inclusion between the design community and all other groups whose activities can be positively influenced by a coherent application of design methodology. Design for All means creating products, services and systems to cater to the widest possible range of users’ requirements. We initiated the concept and have received enormous encouragement from domestic as well as International communities.

Download newsletter (125 pages)

Technological tools are not made for people who speak more than one language, and there are many of us: immigrants, travellers, polyglots, emerging market facilitators, people from smaller language communities … In fact, people who are not Anglo-Saxon frequently use more than one language.

But technology is not made for us.

Although computers have operating systems in many languages, once you have chosen one of them you are completely locked in: support in any other language means going through complicated menus that are usually not immediately reachable and that have way too many options (e.g. every time I change my spell check language I have to select between ALL languages, not just between those that I actually speak); key widgets are available in the main OS language only (try installing an English language Apple dictionary/thesaurus on your Mac, while also installing an Italian and a Dutch one); going through user forums; or relying on the web.

Nokia, which is a company that should know better (as Finnish is only spoken by 6 million people), is not much of an example either. European phones come pre-installed with dictionary support for language regions (no help if you are a Belgian living in Italy), and it is nearly impossible to change that unless you start mucking around with the firmware of the phone. Even changing my T9 language support during messaging from let’s say English to Italian takes me at least 8 clicks (Options > 4 down on the list: Writing language > 3 down on the list: Italiano).

In the end you end up messing around, tinkering, hacking solutions together, struggling and being frustrated.

Has there been any research on this? Any article? Any best practices?

Human-Computer Interaction: Development Process
(Series: Human Factors and Ergonomics)
by Andrew Sears and Julie A. Jacko (Editors)
CRC Press, March 2, 2009
Hardcover, 356 pages
Amazon – Google Books Preview

Hailed on first publication as a compendium of foundational principles and cutting-edge research, The Human-Computer Interaction Handbook has become the gold standard reference in this field. Derived from select chapters of this groundbreaking resource, Human-Computer Interaction: The Development Practice addresses requirements specification, design and development, and testing and evaluation activities. It also covers task analysis, contextual design, personas, scenario-based design, participatory design, and a variety of evaluation techniques including usability testing, inspection-based and model-based evaluation, and survey design.

The book includes contributions from eminent researchers and professionals from around the world who, under the guidance of editors Andrew Sear and Julie Jacko, explore visionary perspectives and developments that fundamentally transform the discipline and its practice.

Table of contents:
User Experience and HCI, Mike Kuniavsky
Requirements Specifications within the Usability Engineering Lifecycle, Deborah J. Mayhew
Task Analysis, Catherine Courage, Janice (Genny) Redish, and Dennis Wixon
Contextual Design, Karen Holtzblatt
An Ethnographic Approach to Design, Jeanette Blomberg, Mark Burrel
Putting Personas to Work: Using Data-Driven Personas to Focus Product Planning, Design and Development, Tamara Adlin and John Pruitt
Prototyping Tools and Techniques, Michel Beaudouin-Lafon and Wendy E. Mackay
Scenario-based Design, Mary Beth Rosson and John M. Carroll
Participatory Design: The Third Space in HCI, Michael J. Muller
Unified User Interface Development: New Challenges and Opportunities, Anthony Savidis and Constantine Stephanidis
HCI and Software Engineering: Designing for User Interface Plasticity, Jöelle Coutaz and Gäelle Calvary
Usability Testing: Current Practice and Future Directions, Joseph S. Dumas and Jean E. Fox
Survey Design and Implementation in HCI, A. Ant Ozok
Inspection-based Evaluation, Gilbert Cockton, Alan Woolrych, and Darryn Lavery
Model-Based Evaluation, David Kieras

Ethnographers at Microsoft: A Review of Human-Computer Interaction: Development Process
Book review by Ronald J. Chenail

Qualitative researchers and those with qualitative inquiry skills are finding tremendous employment opportunities in the world of technology design and development. Because of their abilities to observe and understand the experiences of end users in human-computer interactions, these researchers are helping companies using Contextual Design to create the next generation of products with the users clearly in mind.

In Human-Computer Interaction: Development Process, the new edited book by Andrew Sears and Julie Jacko, the authors describe an array of models and methods incorporating qualitative research concepts and procedures that are being used in technology today and can have great potential tomorrow for qualitative researchers working in fields and settings outside of business and technology.

Celine Perin, design researcher at frog design, describes on Use8 what digital diaries are, and why this a great methodology for interactive, international user research.

“Our solution was to conduct a “digital diary study”: a novel hybrid technique that combined aspects of traditional methodologies into a single, comprehensive framework. In the study, participants used voicemail, email, and digital photographs to “record” their daily behaviors. These recordings were sent to researchers at frog on a daily basis via email and international toll-free numbers.

Researchers would then follow up using these same technologies, pursuing new questions as they arose. Participants elaborated iteratively through this two-way conversational model until behavioral patterns were identified. An additional benefit was the ease of response; participants only had to remember to carry their own cell phone and digital camera, as opposed to a paper journal. This more naturalistic approach allowed for journal entries to be captured in a variety of locations and a variety of moments; participants could leave brief messages even while driving, working, socializing, etc.”

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