Nuno Jardim Nunes

Customer experience modeling: from customer experience to service design

Purpose – Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project.Design/methodology/approach – Integrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and build CEMs models, 17 customers of a multimedia service provider were interviewed and the data were analyzed using Grounded Theory methodology.Findings – Combining multidisciplinary contributions to represent customer experience elements enables the systematization of its complex information. The application to a multimedia service highlights how CEM can facilitate the work of multidisciplinary design teams by providing more insightful inputs to service design.Originality/...

Towards a UML profile for interaction design: the wisdom approach

The UML is recognized to be the dominant diagrammatic modeling language in the software industry. However, its support for building interactive systems is still acknowledged to be insufficient. There is a common misconception that the same models developed to support the design of the application internals are also adequate to support interaction design, leveraging the usability aspects of the applications. In this paper we identify and discuss the major problems using the UML to document, specify and design interactive systems. Here we propose a UML profile for interactive systems development that leverages on human-computer interaction domain knowledge under the common notation and semantics of the UML. Our proposal integrates with existing object-oriented software engineering best practice, fostering coevolutionary development of interactive systems and enabling artifact change between software engineering and human-computer interaction.

Interactive Systems. Design, Specification, and Verification

The focus of our paper is on managing and representing the huge amount of performance data coming from quantitative usability studies which are considered an important source needed to specify usability problems. The developed RealEYES-iAnalyzer is a tool which supports the evaluator of an interactive system by automatic data-processing and provides an expressive and effective data-playback. We carried out an empirical study with 36 test participants using the RealEYES-iAnalyzer during a web-browsing session. The measurement results show different patterns of mouse-/gaze behaviour and allowed us to draw hypotheses about the phenomenology of interaction problems.

Wisdom: A Software Engineering Method for Small Software Development Companies

Wisdom is a new software engineering method addressing the specific needs of small teams that develop and maintain interactive systems. Because Wisdom defines a process, notation, and project philosophy, it can smoothly be applied in small companies leveraging on their communication, speed, and flexibility.

CanonSketch: a user-centered tool for canonical abstract prototyping

In this paper, we argue that current user interface modeling tools are developed using a formalism-centric approach that does not support the needs of modern software development. In order to solve this problem we need both usable and expressive notations and tools that enable the creation of user-interface specifications that leverage the design and thought process. In this paper we present the CanonSketch tool. CanonSketch supports a new UI specification language – Canonical Abstract Prototypes (CAP) – that bridges the gap between envisioned user behavior and the concrete user interface. The tool also supports two additional and synchronized views of the UI: the Wisdom UML presentation extension and concrete HTML user interfaces. In this way the tool seamlessly supports designers while switching from high level abstract views of the UI and low-level concrete realizations.

Mapping concurtasktrees into UML 2.0

ConcurTaskTrees (CTT) is one of the most widely used notations for task modeling, specifically tailored for user interface model-based design. The integration of CTT with a de facto standard modeling language was already identified as an important issue, but there is no consensus about the best approach to achieve this goal. The purpose of this paper is to examine the relative strengths and weaknesses of control and data flow specification in UML 2.0 Activity Diagrams to represent CTT semantics. The analysis is driven by the definition of pattern-based activities for the temporal operators in CTT. In this paper, we propose an extension of the UML 2.0 abstract syntax that fully supports the concepts behind CTTs and provides an adapted graphical notation for a UML-like representation.

The Geography of Pokémon GO: Beneficial and Problematic Effects on Places and Movement

The widespread popularity of Pokémon GO presents the first opportunity to observe the geographic effects of location-based gaming at scale. This paper reports the results of a mixed methods study of the geography of Pokémon GO that includes a five-country field survey of 375 Pokémon GO players and a large scale geostatistical analysis of game elements. Focusing on the key geographic themes of places and movement, we find that the design of Pokémon GO reinforces existing geographically-linked biases (e.g. the game advantages urban areas and neighborhoods with smaller minority populations), that Pokémon GO may have instigated a relatively rare large-scale shift in global human mobility patterns, and that Pokémon GO has geographically-linked safety risks, but not those typically emphasized by the media. Our results point to geographic design implications for future systems in this space such as a means through which the geographic biases present in Pokémon GO may be counteracted.

Wisdom: a UML based architecture for interactive systems

The UML is recognized to be the dominant diagrammatic modeling language in the software industry. However, its support for building interactive systems is still acknowledged to be insufficient. In this paper we discuss and identify the major problems using the UML framework for interactive system development, specifically, in what concerns the architectural issues. Here we present a conceptual architectural model that expands the analysis framework of the Unified Process and the UML profile for software development processes. Our proposal leverages on user-interface domain knowledge, fostering coevolutionary development of interactive systems and enabling artifact change between software engineering and human-computer interaction, under the common notation and semantics of the UML.

Practitioner Tools and Workstyles for User-Interface Design

Many studies have analyzed general software development practices and how organizations can better support them. However, literature that qualitatively studies user-interface-related work practices in software development is relatively rare. Supporting workstyle transitions in UI practices is nonetheless important. A survey of 370 practitioners about their workstyles and tool use offers concrete examples of design tools that support the most important workstyle transitions. The survey also resulted in recommendations for making design tools more human-centric and appealing to practitioners interested in the UI aspects of software development

From gamification to pervasive game in mapping urban accessibility

In this paper we present the design and implementation of two different game applications, designed and developed in order to extend and motivate the community of mPASS, an urban accessibility mapping system. On the one hand, mPASS relays to collect a sufficiently dense, detailed and trustworthy amount of data. On the other hand, its niche goal somehow limits its natural audience, which is not enough to reach the critical mass of information needed by the system in order to provide effective accessibility maps for its users. To overcome this problem, we resorted to the use of a gamification strategy to develop both a traditional prizing add-on and a novel mobile game targeting young and adults players, aiming to include them into the data contributors community. Design process and development description of both games are presented, highlighting the design iterations of the concepts, motivated by contribution gathered from feedback sessions, focus group and experience prototyping.