Human Computer Interaction

IE403

Dr. Manish Khare

Lecture – 9-11
Usability Heuristics
 Recap

 Cognitive Model
 Gulf of execution and Gulf of evaluation
 7 stages of actions By Norman
 Mental Vs Conceptual Model
 Task analysis

Slide 3
 Agenda

 Jacob Nielsen’s 10 point rules of thumb

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 Jakob Nielsen
Usability consultant
Jakob Nielsen is a leading web usability
consultant. He holds a Ph.D. in human–
computer interaction from the Technical
University of Denmark in Copenhagen.

He has authored many books in Usability, HCI, &

Experience design. His book titled “ Usability
Engineering” 1993 is a textbook on methods to
make interfaces easier to use.
______ ________
_
Usability Engineering
Usability Engineering involves User
Research; Design Research and
Validation of Design through
Construction & User Testing.
In some institutions it is taught as an
independent discipline while in others it
is part of HCI discipline.

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 History of the Heuristics

 Derived
 Factor analysis of 249 usability problems

 Method are empirically based derivations.

 Through experiments and observations

 Method suggested by Nielsen is popular because of its

 simplicity and low cost.
 It is preferred evaluation technique at the preliminary design stages

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The Ten Heuristics as put forth by Nielsen.

1. Visibility of system status

2. Match between system and the real world
3. User control and freedom
4. Consistency and standards
5. Error prevention
6. Recognition rather than recall
7. Flexibility and efficiency of use
8. Aesthetic and minimalist design
9. Help users recognize, diagnose, and recover from errors
10.Provision of Help and documentation

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Visibility of system status
Users need to be kept informed by the system about what is
going on, through appropriate feedback within reasonable time.
Most important
to users is to know "Where
Elaboration am I?" and
'Where can I go next?"
constantly made aware of his/her interaction with the interface Internal reference is a must
while interacting. to feel in control.
The control response ratio (input – output time) need to be as
small as possible.
Any interface needs to communicate that it is in a ready state to
be operated upon

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Match between system and the real world
The system should speak the users' language, with words, phrases and
concepts familiar to the user, rather than system-oriented terms. Follow
real- world conventions, making information appear in a natural and
logical order.

My program gave me
the message Rstrd That’s
But surely you No, no… Rstrd Info
Info. restricted
information can tell me!!! stands for “Restricted
What does it mean? Information”

It means the
Hmm… but program is too Ok, I’ll take a
what does it busy to let you log coffee
mean??? on

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 2 Speak the users’ language

 Terminology based on users’ language for task

 e.g. withdrawing money from a bank machine


Use meaningful mnemonics, icons & abbreviations
 eg File / Save
 Ctrl + S (abbreviation)
 Alt FS (mnemonic for menu action)
 (tooltip icon)

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User control and freedom
Users often choose system functions which they did not want . (Mouse click due to
haste) . This calls for Support undo and redo.
A user need to have to go through tracing too many steps back to regain control.
Elaboration: Sequential thought process in a user that follows a simple everyday human
habit need to be reflected in the dialogue between the device and the user. A good
interface facilitates this.

• use the user’s conceptual

model
• match the users’ task
sequence
• minimize mapping between
interface and task semantics

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 Consistency and standards
Using different words to mean the same
action or using different symbols on
different pages can be confusing to the
user. Users should not have to wonder
whether different words, situations, or
Consistent syntax of input actions mean the same thing. They should
not be in doubt as to what to do next.

Consist language and graphics

same visual appearance across the system
(e.g. widgets)
same information/controls in same
location on all windows

Ok Cancel Cancel Ok Ok Accept Dismiss

Cancel

Consist effects
commands, actions have same effect in
equivalent situations

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 Strive for Consistency

• There are many form of consistency

Example:

Start Stop

Inconsistent Interface Design

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 Strive for Consistency

• There are many form of consistency

Example:

Start Stop

Consistent interface design

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 Strive for Consistency

• There are many form of consistency

Example :

START STOP

Start Stop

Better consistency in an interface design

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 Strive for Consistency

• There are many form of consistency

Example :

Start Stop

Another better consistency in an interface design

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Error prevention
Prevention of error is best approach. However recovery from error
prone actions through a well designed error message should be
adopted.
Elaboration : To err is human. Errors can happen regardless the level of
expertise of the user or familiarity of the interface. A good principle of design
is to seek out error prone interactions , build in error prevention within the
dialogue. Forewarning, restricting , prompting , retracing or recovery routes ,
etc are means of addressing errors. Errors lead to a situation wherein users
feel subdued by a machine. Anticipating for errors and incorporating
preventive measures ensures fear free and ego free user thereby giving
importance to ‘H’ in HCI through ‘I’

GUI-style widgets cut

down on the errors but
may still have to be
double checked before
confirmation

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 Designing for slips

 General rules
 prevent slips before they occur
 detect and correct slips when they do occur
 user correction through feedback and undo

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 Types of slips

 Capture error
 frequently done activity takes charge instead of one intended
 occurs when common & rarer actions have same initial sequence
 change clothes for dinner and find oneself in bed (William James, 1890)

 confirm saving of a file when you don’t want to delete it

I can’t

 minimize by believe I
pressed
Yes...
 make actions undoable instead of confirmation
 allows reconsideration of action by user
 e.g. open trash to undelete a file

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 Types of slips

 Description error
 intended action similar to others that are possible
 usually occurs when right & wrong objects physically near each other

 pour juice into bowl instead of glass

 throw sweaty shirt in toilet instead of laundry basket

 move file to wrong folder with similar name

 minimize by
 rich feedback

 check for reasonable input, etc.

 undo

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 Types of slips

 Loss of activation
 forget what the goal is while undergoing the sequence of actions
 start going to room and forget why you are going there

 navigating menus/dialogs & can’t remember what you are looking

for
 but continue action to remember (or go back to beginning)!

 minimize by
 if system knows goal, make it explicit

 if not, allow person to see path taken

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 Types of slips

 Mode errors
 people do actions in one mode thinking they are in another
 refer to file that’s in a different directory
 look for commands / menu options that are not relevant

 minimize by
 have as few modes as possible (preferably none)
 make modes highly visible

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 Generic system responses for errors

 General idea: Forcing functions

 prevent / mitigate continuation of wrongful action

 Gag
 deals with errors by preventing the user from continuing
 eg cannot get past login screen until correct password entered

 Warn
 warn people that an unusual situation is occurring
 when overused, becomes an irritant
 e.g.,

 audible bell

 alert box

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 Elaboration : Reduction on cognitive
Recognition rather than recall load during the interaction ensures
that the user is not asked to rely on means
Loading the STM- short term memory of the and methods that extract human cost. If an
user beyond a limit has negative interface requires specilised training and use
consequences. Given a navigation path, a user of memory to operate - it will be quickly
abandoned by the user.
need not have to remember or recall all the Analogy, metaphor, symbols, sounds, etc are
instructions. Users are better at recognising used as design elements in an interface to
things they have previously experienced. ease recall thereby eliminating the need for ‘
Prompts , visibility , sequential direction, pop- thinking while interacting’ and memory loads
for the user.
ups etc should come to the aid of the user.
Help needs to be easily retrievable.

Good labels and

descriptive links are
crucial for recognition.
The first two icons are
difficult to recognise or to
recall.

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Flexibility and efficiency of use
The system can cater to both inexperienced and experienced users. As the user
becomes proficient - shortcuts can be encouraged. Thereby increasing the
efficiency. Allowing the rearranging of the screen elements by the user can also be
adopted.
Elaboration : Once a user becomes adept at using an interface , he/she
upgrades into a higher level user from a novice. Such users will always
seek to complete the task faster . Such users seek out shortcuts. An
interface need to allow this. It needs to be flexible and make it possible
for the user to adopt quicker dialogues through shortcuts. The user feels
efficient as well as proficient. The feeling of having mastered the software
is a flexible sign of being in control thereby.

Advanced users can opt for shortcuts in the

spreadsheet example in the first picture.

Flexibility of keeping the required buttons /

sections in view or hiding them gives the option
to the user to rearrange GUI as needed as
shown in the second picture.

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 Aesthetic and minimalist design
Relevancy, simplicity, minimum amount of labels, un cluttered
graphics result in efficient communication dialogue between the
user and the interface unnecessary superfluous elements need
to be dropped.

Elaboration : Visual clutter in the interface only adds

to inefficiency however impressive it is visually. Simplicity is equal to
efficiency is equal to elegance is equal to beauty is the aesthetic
algorithm in minimalism. Use of least number of elements (minimalism) is
more ‘scientific’ rather than ‘artistic’. Visual noise needs to be
completely eliminated.

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Help users recognize, diagnose & recover from
errors
Preventing a user who is about to make a error would be a good
approach. Gentle wording of error messages, constructive suggestions, reeducating the
user- all can contribute to a happy self confident user who is not afraid of being caught
unawares or penalized.

Elaboration : No body likes to be loudly informed that he/ she has erred. Error
messages need to be disused as suggestions / prompts and precise instructions so
as to be able to correct the error and recover. The learning component in errors so
that the user recognizes the error as it is being made, or recognizes the reason why
the error happened in the first place – helps the user learn.

There is no way to understand the

consequences of canceling. The onus seems
to be on the user who will be held responsible
for what ever is opted for. proper diagnosis &
how to possibly recover is not clear. Very
unfriendly interface./

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Help and documentation
Even though it is better if the system can be used without documentation, it may be necessary to
provide help and documentation. Help quarries need to be answered promptly without the user
having to go through an elaborate eliminating list.

Elaboration : This again is to assist the user learn and understand the
dialogue between the user and the machine or understand - where what
went wrong - or aid recall during memory-lapses due to long usage time
gaps.
Adequate ‘Help’ support system when the user wants and at the
point where the user wants it - is a good principle of Interface
design.
The screen shots
(1&2) attempt to
Train the user by
o09ffering
information on the
consequences of
their decision

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Conclusions:

• These ten heuristics of usability help in refining a

potential design into a good design. They ensure that
interfaces evolve in the right direction.

• These rules of the thumb act a check list to evaluate

a design.

• They also can be used as check list while evaluating

any GUI.

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 Usability

⮚ISO 9241 defines usability as effectiveness, efficiency and satisfaction with which
users accomplish tasks

⮚The ability of a User to Use the product/ system / environment as desired

⮚Usability Engineering: The ‘affordance’ offered by a product that makes it useable

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Slide 31
 Useful Vs Usable

Segway
Rio MP3 Vs Ipod
ATM Credit card machines
SinclairC5

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Why usability?

Usability affects how software is perceived

user interface is the means by which the
software presents itself to the world. “Ease of
use” ratings example • You are not the User
Usable Software sells • Users are always right
Unusable websites are not used/preferred • Users are not always right
User’s time does not obey Moore’s law
either
Time is expensive
Users cannot waste their time on an interface • Google search results

Unusable or bad interfaces • (Survey Vs Reality)

Major errors
Cost lives

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Interface Hall of Shame

This interface is clearly graphical.

It’s mouse-driven – no memorizing
or typing complicated commands.
It’s even what-you-see-is-what-
you-get (WYSIWYG) – the user
gets a preview of the award that will
be created.
So why isn’t it Usable?

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Problems

Scrollbar for selecting template

Although an Affordance , no signifiers/marks
How many templates? How far to scroll to
select the next template?
Normal use of scrollbar for horizontal content
viewing
New/inexperienced users go with that pattern in
mind Fig 1
Affordance for continuous scrolling not Discrete
Random access process 🡪🡪 Linear
Long Help message similar to Fig 2
Press OKAY..where is OKAY?
Usability as part of the process
Fig 2

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A better solution???

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Slide 37
Dimensions of Usability

Learnability: Easy to learn

Efficiency: Once learned, is it fast to use?
Errors: Are errors few and recoverable?
Visibility: Is the state of the system visible?
Effectiveness: Can it do the job well and correctly?
Satisfaction: Is the user happy with the interface?

Building all these dimensions into a product is called Usability

Engineering

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 Usability is related to Human Capabilities
performance Limits
Consequences

Intuitiveness
Maximum success for first-time users, with
minimum training, explanation or thought

Efficiency
Maximum success for long-term users, with
minimum time, mental load, physical effort

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 UCD Methods (ISO 13407)
The UE lifecycle
SYSTEM LIFE CYCLE
FEASIBILITY REQUIREMENTS DESIGN IMPLEMENT RELEASE
USER CONTEXT FUNCTIONAL TECHNICAL PROTOTYPE USEABILITY FEEDBACK
REQs OF USE TESTING

Design Stages
Task Information produced
Knowing the user User characteristics, User background
Knowing the task User’s current task, Task analysis
User requirements User requirements specification
Setting usability goals Usability specification
Design process Design Specification
HCI Guidelines & heuristic analysis Feedback for design iteration
Prototyping Prototype for user testing
Evaluation with users Feedback for freezing design
Redesign and evaluate with users Finished product
Evaluate with users and report Feedback on product for future systems

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The UCD Methodology.
User centered design processes : UCD

Design brief &

constraints
User need analysis

User tasks
User requirements User goals

System specification

Build prototype

Software Development
Test Prototypes

Analyze data

Refine design

Evaluate design

Deliver product Support product

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 Nielsen (1993) identified five attributes that contribute to usability:
•Learnability. The user should be able to promptly start performing
their tasks with the system.

•Efficiency. Once the user has learned the system, a high level of
productivity should be possible.

•Memorability. The casual user should be able to return to the system

after not having used it for some time, without having to relearn
everything.

•Errors. Users should not make many errors using the system, and if
they do, they should be able to easily recover from them. Catastrophic
errors should not occur.

•Satisfaction. Users should like using the system and should be

subjectively satisfied when using it. The system should be pleasant to
use.
Short Video of Usability concepts

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In Class Exercise

Usability Evaluation
Conduct a quick Usability evaluation of your mobile phone &

Rating out of 10
Effective to use - Functional

Efficient to use - Efficient

- Safe
Error free in use

Easy to use - Friendly

Enjoyable in use - Pleasurable Total :

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