Hannu Karvonen

Defining user experience goals to guide the design of industrial systems

The key prerequisite for experience-driven design is to define what experience to design for. User experience (UX) goals concretise the intended experience. Based on our own case studies from industrial environments and a literature study, we propose five different approaches to acquiring insight and inspiration for UX goal setting: Brand, Theory, Empathy, Technology, and Vision. Each approach brings in a different viewpoint, thus supporting the multidisciplinary character of UX. The Brand approach ensures that the UX goals are in line with the companys brand promise. The Theory approach utilises the available scientific knowledge of human behaviour. The Empathy approach focuses on knowing the actual users and stepping into their shoes. The Technology approach considers the new technologies that are being introduced and their positive or negative influence on UX. Finally, the Vision approach focuses on renewal, introducing new kinds of UXs. In the design of industrial systems, several stakeholders are involved and they should share common design goals. Using the different UX goal-setting approaches together brings in the viewpoints of different stakeholders, thus committing them to UX goal setting and emphasising UX as a strategic design decision.

Hidden roles of the train driver: A challenge for metro automation

Abstract In the year 2014, the Helsinki Metro is planned to be fully automated. This automation means that the metro trains will be computer-driven and monitored remotely from a stationary control room. To investigate the challenges related to this scenario, we decided to study the ways in which the current train drivers contribute to the metro system. We conducted three separate but interrelated studies, which were based on the Core-Task Analysis method. Our results suggest that there is much more to driving the metro train than meets the eye. The drivers do not only operate the train on track and its doors at stations, but they also contribute to a variety of other important, albeit more hidden, functions in the metro system. For example, the drivers anticipate, observe, interpret, and react to events in the surrounding environment. Furthermore, they are a significant interaction link between different actors of the metro system. Our conclusion is that if the identified critical roles of the drivers are not accounted for, a migration to a fully automated metro system can affect the quality of service and raise safety issues. In addition to automated metros, the results of this research can be applicable to automation implementations also in other domains.

User experience targets as design drivers: a case study on the development of a remote crane operator station

In recent years, the notion of user experience, or UX, as an essential aspect to be addressed in the design and development of technologies has been increasingly discussed. In this paper, we present a case study in which we have used UX targets as the main design drivers and focus areas in developing a new remote operator station user interface for container cranes. UX targets describe the experiential qualities to which the product design should aim at. However, taking UX targets into consideration during product design is challenging, because only little is known about how they would be best operationalized to serve the different phases of the design process. Through our case study, we describe how we identified relevant UX targets, how their content was defined, and how they were implemented into a new remote operator station concept that was then tested and evaluated by expert users.

In-Car Ubiquitous Computing: Driver Tutoring Messages Presented on a Head-Up Display

In this paper, we explore the use of ubiquitous computing in cars from a user psychological point of view. Cars have become an integral part of our modern society and are an attractive opportunity for ubiquitous computing. We chose to study the human dimension of in-car ubiquitous computing with a new driver tutoring system which gives guidance messages for a safer and more economical driving style. The system was tested in a driving simulator and both qualitative and quantitative data was collected. We discuss the safety effects of the system and also the differences in results between novice and experienced male and female drivers. We conclude by presenting the key enhancements revealed in the experiment and by discussing the initial results from the perspective of user psychology. Furthermore, we point out future directions for the work that needs to be done for the system to be actually implemented

Enhancing the user experience of the crane operator: comparing work demands in two operational settings

Motivation -- To understand the different crane operation experiences by analysing the work demands in both conventional and remote operation settings. On the basis of this analysis, we aim to find out ways to enhance the operators experience of sense of control and feeling of presence when operating remotely. Research approach -- We conducted qualitative field studies in two different operating environments. The studies were based on the Core-Task Analysis method and included altogether 12 operator interviews and observations. Findings -- The results suggest that remote operation brings more uncertainty factors to the operators work, whereas in the conventional cabin operation setting there is a stronger emphasis on dynamism. Based on the field studies, two user experience targets -- sense of control and feeling of presence -- were chosen and the design implications of these user experience targets for the development of a new remote operation station were elaborated. We suggest that in the design of remote crane operation solutions special attention should be paid for example to the creation of a comprehensive and coherent operating view as well as the development of a rich and realistic feel of operation. Take away message -- Remote crane operation system should provide the operator with an enriched hands-on experience to the crane on the field.

Multitasking and Interruption Management in Control Room Operator Work During Simulated Accidents

Our everyday life is full of interruptions, which cause problems in different situations. Therefore, efficient management of interruptions is a natural part of our daily activity, and we humans are experts at managing task switching and interruptions. Efficient management of interruptions is required in many tasks and domains such as in health care, aviation, car driving and office work. This paper focusses on control room (CR) operator work in nuclear power plants. CR operators have to manage interruptions in various plant states, and sometimes interruptions cause problems in their work. This paper is divided into two major parts: the first part is a short literature review of effects of multitasking and interruptions in work settings; the second part presents some experimental results of multitasking and interruption management during simulated accidents. Some suggestions are given to improve interruption and multitasking management in safety-critical domains.

Radical Innovation by Theoretical Abstraction – A Challenge for The User-centred Designer

Abstract It is generally accepted that scientific disciplines such as psychology, sociology, and anthropology contribute beneficially to design by providing understanding of users’ needs, experiences, and desires. Arguably, however, these disciplines have more to contribute, because they include theories and models that can be applied as design frames and principles. More specifically, goal-setting, visualization, thematization, and conceptual reconfiguration are general mechanisms through which theories translate into design contributions. Actualizing radical design solutions via these mechanisms is discussed: theories provide appropriate means of abstraction, which allows ‘distance’ from user data; departure from the existing design and user paradigms toward ‘what has not yet been imagined’ is thereby possible. These suggestions draw from and are exemplified by a ship bridge design case.

Evaluation of User Experience Goal Fulfillment: Case Remote Operator Station

In this paper, the results of a user experience UX goal evaluation study are reported. The study was carried out as a part of a research and development project of a novel remote operator station ROS for container gantry crane operation in port yards. The objectives of the study were both to compare the UXs of two different user interface concepts and to give feedback on how well the UX goals experience of safe operation, sense of control, and feeling of presence are fulfilled with the developed ROS prototype. According to the results, the experience of safe operation and feeling of presence were not supported with the current version of the system. However, there was much better support for the fulfilment of the sense of control UX goal in the results. Methodologically, further work is needed in adapting the utilized Usability Case method to suit UX goal evaluation better.

Utilizing Experience Goals in Design of Industrial Systems

The core idea of experience-driven design is to define the intended experience before functionality and technology. This is a radical idea for companies that have built their competences around specific technologies. Although many technology companies are willing to shift their focus towards experience-driven design, reports on real-life cases about the utilization of this design approach are rare. As part of an industry-led research program, we introduced experience-driven design to metal industry companies with experience goals as the key technique. Four design cases in three companies showed that the goals are useful in keeping the focus on user experience, but several challenges are still left for future research to tackle. This exploratory research lays ground for future research by providing initial criteria for assessing experience design tools. The results shed light on utilizing experience goals in industrial design projects and help practitioners in planning and managing the product design process with user experience in mind.

A preliminary framework for differentiating the paradigms of human-technology interaction research

The purpose of this paper is to clarify the differences between approaches in the research field of human-technology interaction. We are especially interested in individuating user psychology from the more traditional paradigms. Therefore, we suggest a preliminary theoretical framework of criteria for distinguishing and individuating the different interaction research paradigms. The framework consists of five dimensions in which the paradigms may vary from each other. In this paper, we also discuss how ubiquitous computing is related to some of the dimensions. In addition, we focus on defining the new elements user psychology can bring to the discussion and analysis of human-technology interaction. To demonstrate the usage of the framework, we apply it to differentiate user psychology from traditional HCI research.