Shelley Evenson

Research through design as a method for interaction design research in HCI

For years the HCI community has struggled to integrate design in research and practice. While design has gained a strong foothold in practice, it has had much less impact on the HCI research community. In this paper we propose a new model for interaction design research within HCI. Following a research through design approach, designers produce novel integrations of HCI research in an attempt to make the right thing: a product that transforms the world from its current state to a preferred state. This model allows interaction designers to make research contributions based on their strength in addressing under-constrained problems. To formalize this model, we provide a set of four lenses for evaluating the research contribution and a set of three examples to illustrate the benefits of this type of research.

Adapting to when students game an intelligent tutoring system

It has been found in recent years that many students who use intelligent tutoring systems game the system, attempting to succeed in the educational environment by exploiting properties of the system rather than by learning the material and trying to use that knowledge to answer correctly. In this paper, we introduce a system which gives a gaming student supplementary exercises focused on exactly the material the student bypassed by gaming, and which also expresses negative emotion to gaming students through an animated agent. Students using this system engage in less gaming, and students who receive many supplemental exercises have considerably better learning than is associated with gaming in the control condition or prior studies.

Bringing Service Design to Service Sciences, Management and Engineering

IBM has taken the lead in recognizing that college graduates need new skills to address business and technical issues in a service business environment. Because services depend critically on people working together and with technology to provide value for others, these new skills include the ability to integrate across traditional disciplinary areas to obtain globally effective solutions. Service Science, Management and Engineering (SSME) is one such approach to properly focusing education and research on services, and to preparing tomorrow s graduates to work in an expanding services economy. This contributed volume was developed from the IBM-hosted conference on October 5-7, 2006, designed to discuss the current status and foster the development and advancement of SSME. Contributions explore the ways SSME has been introduced into curricula, services research that is underway or is planned, and recommended actions for academia and governments to establish SSME as its own discipline.

On modeling The analysis-systhesis bridge model

Analysis-synthesis bridge model Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without the fee, provided that copies are not made or distributed for profit or commercial advantage, and that copies bear this notice and the full citation on the first page. To copy otherwise, to republish, to post on services or to redistribute to lists, requires prior specific permission and/or a fee.

On modeling The experience cycle

In this article, we contrast the “sales cycle” and related models with the “experience cycle” model. The sales cycle model is a traditional tool in business that frames the producer-customer relationship from the producer’s point of view and aims to funnel potential customers to a transaction. The experience cycle is a new tool, synthesizing and giving form to a broader, more holistic approach being taken by growing numbers of designers, brand experts, and marketers. The experience cycle frames the producer-customer relationship from the customer’s point of view and aims to move well beyond a single transaction to establish a relationship between producer and customer and foster an ongoing conversation. We acknowledge the sales-cycle model has value. And designers need to be familiar with it. But when the sales cycle comes up as a topic of discussion in a client engagement, designers should also think of the experience cycle as an alternative frame—and should introduce it into the discussion. We believe the experience cycle is a more useful model not only for designers but also for marketing and sales people, because it is more likely to lead to an experience of lasting value for customers, and thus greater long-term value for producers. The sales cycle is a model commonly used in business. It often frames the basic structure of marketing and sales activities, providing a practical template for planning. The sales cycle describes the series of steps leading to a sale (or purchase), including awareness, consideration, and selection. The goal is to push customers to buy—advertising to increase familiarity, informing to build knowledge, offering incentives to close a deal. The sales cycle also refers to the time required to complete the sales process. The length of the sales cycle varies depending on the cost, complexity, and context of use of the product being sold. For example, a hospital information system might have a three-year sales cycle; a new game console might have a sales cycle lasting a few days or weeks. The sales cycle does not have a single, canonical form. Many variations appear in the literature, and in practice people often tailor the model, adding or subtracting steps to fit their own situations. A common characteristic of sales-cycle models is the funnel shape, a visual analogy to a process that begins with a large pool of candidates, narrows to a group of interested prospects, and narrows again to those who purchase. The funnel model is useful in managing a “sales pipeline.” Defining a series of steps in the sales process creates opportunities for setting goals, tracking performance, and analyzing effectiveness, which makes forecasting more reliable and enables improvement of the process. An update to the sales-cycle model frames stages in the process as goals the seller has for customer thinking, adds actions the seller may take to achieve those goals, and measures its effectiveness. This model also adds a stage for customer feedback, important for product improvement and innovation. Related to the sales-cycle model are models of decision making and technology adoption. Rogers[1] articulates a five-step innovation decision process: 1. Knowledge 4. Implementation 2. Persuasion 5. Confirmation 3. Decision The funnel shaped sales-cycle model Stage Awareness Consideration Selection

Workshop on the relationship between design and HCI

INTRODUCTION The field of HCI emerged out of an interaction between computer science and behavioral science; two disciplines with a rationale and scientific approach to research and development. More recently there has been a growing interest in the role designers and the design process can play in HCI. The creation of the Designing Interactive Systems conference (ACM DIS) in 1995; the CHI@20 paper where Don Norman suggests that design is “skill one” and Stu Card calls for a robust HCI component within Industrial Design[4]; and the Design and Emotion theme from last year’s CHI in Florida all offer anecdotal evidence of this growing interest.

Capturing the Context of Use to Inform System Design

New system design often focuses on opportunities afforded by technology without careful analysis of the needs of the people and work involved. A strong consensus has been found across diverse design traditions regarding the need for in-depth analysis of the context of use to inform system design. Analysis of context of use encompasses identifying and characterizing the range of situations that can arise, the demands they impose, and the motivations and activities of the people involved. This paper presents three case studies in which context of use analysis was a key part of successful system design. The three case studies represent work-centered design, emerging from cognitive engineering and cognitive systems engineering; interaction design, emerging from industrial and communication design; and participatory design, emerging from the Scandinavian labor movement. The case studies highlight commonalities in experience and core tenets across traditions. They argue for the importance of incorporating context of use analyses as part of the systems engineering process and illustrate a variety of approaches for context of use analysis.

Service innovation and design

This panel introduces the CHI community to a growing area of innovation and business development that leverages new technology platforms, namely service design. This topic is explored through a series of case studies of service design in a diverse set of industries and contexts from healthcare delivery to internet -based services.

Legitimizing SSME in Academia: Critical Considerations and Essential Actions

SUMMARY Legitimizing Services Sciences, Management, and Engineering (SSME) in the global academic community necessitates delineation of the critical considerations and professional actions associated with spawning any new field. For Services Science, the broad set of academic disciplines that may be involved are identified in this paper. A set of seven major actions needed to bring clarity and credibility to those engaged in Services Science are described along with examples from Information Systems, Design, and Strategic Services Management and Sourcing. Academics who are pioneering in this highly inter-disciplinary field may use this position paper to plan a course of action that will rapidly advance Services Science both within their specific disciplines and in building the global Services Science academic base.

Design, marketing, strategy: where does user research belong?

In this interactive session, a panel of experts will discuss and debate an emerging and pressing issue: To have maximum impact on the user experience, how and where should a User Research team be structured within a corporation whose business depends on the development of successful interactive products through cross-functional collaboration? This has significant implications for organizations such as user experience, marketing, design, strategy, and academic programs preparing students entering corporate environments.