Mark Springett

A comparison of usability techniques for evaluating design

We report on a series of experiments designed to compare usability testing methods in a novel information retrieval interface. The purpose of this ongoing work is to investigate the problems people encounter while performing information retrieval tasks, and to assess evaluation methods by looking at the problem focus, the quality of the results and the cost effectiveness of each method. This ftrst communication compares expett evaluation using heuristics [15] with end user testing [24].

Model mismatch analysis: towards a deeper explanation of users' usability problems

An evaluation method is proposed based on walkthrough analysis coupled with a taxonomic analysis of observed problems and causes of usability error. The model mismatch method identifies usability design flaws and missing requirements from user errors. The method is tested with a comparative evaluation of two information retrieval products. Different profiles of usability and requirements problems were found for the two products, even though their overall performance was similar.

Accessibility of interactive television for users with low vision: learning from the web

Contemporary developments in digital and interactive television in the UK are reviewed to assess their accessibility implications for viewer/users with low vision. Of particular significance is the likelihood of divergence between sectors of the population receiving digital television in an enhanced form through new broadband distribution (thin client) technology and those remaining with older broadcast set-top-box (thick client) technology, comprising proportionately more visually disabled viewers. With this second segment particularly in mind, and utilising findings from our previous research with visually disabled people, we examine the applicability of the W3C web accessibility guidelines to interactive television. We conclude that, while technical limitations may prevent their wholesale adoption, guidelines relating to the display of interactive features, and brightness and contrast may be directly interpreted for this medium, whilst other guidelines involving magnification and audio equivalence and feedback are highly relevant and should inform technical developments in set-top box functionality.

Intuitive Learnability of Touch Gestures for Technology-Naïve Older Adults

Touch-based interactions, if intuitive and natural, should be highly learnable. However, the learnability of touch gestures as a computer interaction modality cannot be taken for granted and should be evaluated empirically. This is especially true when technology-naive older adults are concerned, given the psychological and physical constraints associated with this age range. To investigate this issue, we conducted a study with 17 technology-naive older adults, whose experience with technology was mostly limited to making calls with mobile phones. Specifically, the participants were presented with three simple digital games on an interactive tabletop surface and asked to play the games on their own with minimal instruction or help. The first two games required the use of a drag gesture whereas the third game required the use of a rotate gesture. The main research question was whether the older adults could learn the gestures effectively and efficiently. A set of variables such as task duration and gesture accuracy were measured. Results showed that the learnability of a drag gesture was relatively high and that the participants could transfer this skill across the games. In contrast, the learnability of a rotate gesture was low and most of the participants failed to demonstrate any improvement over the tasks of the game. These findings partially corroborate those of earlier work. Implications for future work are drawn, especially exploring the potential of social interactions between older adults for enhancing the learning effects.

Towards inclusive digital television

Over the last decade, the shift from analogue to digitaltechnology has brought about significant changes to thetelevision landscape. The subsequent emergence of mobile,IPTV and other carriers affords the opportunity to crea-tively reassess how people interact and engage within thisdiverging medium. Accessibility services to audio-visualcontent through sign language, subtitles and audiodescription have become vital forms of interaction for deafand hard of hearing, those with low literacy or learningdisabilities, and blind and partially sighted people.Improved accessibility affords both humane and economicbenefits to the wider society, as access to suitable inter-active media implies better quality of life, independenceand social inclusion. The payback for technology providersis also considerable, as greater inclusion implies broadermarket potential for commercial products. Digital televi-sion (DTV) potentially affords enhancements in commu-nication, quality of life, safety and support of independentliving. Related examples include community televisionapplications in the UK, where the medium has been used tosupport communication between older citizens in publichousing and local authority services [5], as well as socialtelevision solutions aimed at improving social connected-ness for older people living alone [11].Despite this, the dangers of a widening digital divideremain. Ease of use of DTV continues to be a formidableproblem—in the purchasing, self-installation of equipmentand access of content. Consequentially, there are still asignificant number of people who will struggle to adapt tousing this technology. Freeman and Lessiter [4] classifythese vulnerable groups as those on low incomes and/orwith a reduction in one or more ability. In particular, there isstrong evidence to suggest that reductions in cognition,sensory and manual dexterity can create significant barriersto the access of related interactive services. This includesthe poor design of remote controls, both in terms of theirdesign consistency, tactile feedback and appropriate label-ling of buttons. These issues can be further exacerbated byage-related changes to working memory, creating addi-tional ‘cognitive load’ in the mapping and switching ofattention between remote control and TV interfaces [2].Colour contrast, font type, screen size and distance to screencan all invariably affect text legibility; however, in manyinstances, DTV lacks support features to readily personalizegraphical content. As such, there is an increasing consensusthat the self-adaptation of the user interface will helpimprove interaction barriers for a wider spectrum of users.One notable example is the GUIDE project,

Fit for Purpose Evaluation: The Case of a Public Information Kiosk for the Socially Disadvantaged

This paper describes and assesses the deployment of an integrated set of techniques collectively described as fit-for-purpose evaluation. It details the deployment of the approach in a pilot study of kiosk-based delivery for health and general Citizens Advice Bureau services. The study showed that the kiosk design appeared to address basic usability and accessibility needs, but the system had architectural problems that seriously impacted on its usability. These problems only came to light when a deeper analysis of clients’ information seeking needs was factored in. This case study demonstrates the need for a multi-perspective approach to evaluation — fit for purpose — to facilitate not only identification but also deep diagnosis of usability problems. The paper concludes with lessons we have learnt about methodological issues and how one might orchestrate nine different user-centred techniques in order to understand why, as in this case, apparently well designed systems do not satisfy the needs of its target users.

Towards the maturation of IT usability evaluation (MAUSE)

This article describes a new initiative MAUSE of which the ultimate goal is to bring more science to bear on usability evaluation methods. This overarching goal will be realized through scientific activities of four Working Groups (WGs) with each of them having specific objectives, rationales, tasks and expected outcomes. Outlook for MAUSE’s development is described.

Patients, Trust and Ethics in Information Privacy in eHealth

Using Information and Communication Technologies (ICT) in the health sector (eHealth) is a natural progression for the digital agenda, and is seen as being of benefit to organisations providing healthcare, the patients receiving healthcare, and the development of the ICT industry. With the likelihood of a growing demand for healthcare, particularly from an increasingly elderly population, using ICT to streamline processes and support practitioners makes sense. However, the challenges faced when remodelling a sector that has traditionally operated through direct face-to-face human contact are significant. While the processes of information management and information flow may be improved from an organisational perspective, the people at the heart of eHealth, i.e. the patients, may not be convinced that such a move will be of benefit to them, even though the traditional face-to-face aspects may not be lost. In this chapter, we take the example of the United Kingdom and focus on the patient in the eHealth environment. We take the position that patient trust and confidence in ICT is important, not only for patient ‘buy-in’ but also to maintain the ethical values that are fundamental to medical practice.

Evaluating cause and effect in user experience

This article describes issues in evaluating emotional and affective aspects of interaction. In particular it considers the relationship between experience factors and instrumental goals. The role of qualitative interaction factors varies from system to system, dependent on overall system goals and values, both for user and designer. Defining this role helps us to understand what is significant about emotional experience within interaction, in the context of user and organisational values. The utility and limitations of a range of evaluation methods is considered in relation to issues of tacitness, first-person experience and its relationship both to attitude formation and overt behaviour. In doing so it addresses key questions about the nature of enquiry in user-experience evaluation where experience factors are bound up with instrumental goals.

Innovation for inclusive design: an approach to exploring the iDTV design space

This paper describes an approach to the elicitation of accessibility requirements both to improve the design of existing technologies and develop new DTV utilities. The approach builds on previous work in which stalking-horse prototypes were used to explore possible design enhancements to interactive TV facilities. We describe a model of interaction with iDTV facilities that can be used to isolate areas of a design where those with impairments are likely to have difficulties and need alternative of modified design features. This incorporates a model of recovery strategies deployed during interactive sequences. The later section describes a creative technique for follow-up analyses of prototype evaluations. The technique is aimed at participatory exercises in which subjects are exposed to prototype designs or scenarios and encouraged to contribute ideas for re-designs and novel applications.