Strikt observation av användare

Transkript

1 Cooperative / Participatory Design Kooperativ design som involverar användare, professor i Datalogi, särskilt MDI Föreståndare för CID, Centrum för användarorienterad IT Design CID: Överlappande forskningsområden Mötesmiljöer Rötter: Engelbart & al (Stanford 1960s)! Kay & al (Xerox PARC 1970s)! Nygaard (Oslo )! Utopia ( )! IPLab (1985-)!!!!IDP ( )! CID (1995-) Interaktiva lärmiljöer Interaktionsformer Användarorientering Förhållningssätt till användare i IT-utveckling se även Carroll s uppsats i kursbunten Strikt observation av användare - också före IT, t.ex. i hushåll ~1955 Modeller av användarnas motorik mm - Card mfl från ~1980 Teori om användare - kognitionspsykologi mm ~1990 Användarcentrering (Don Norman) ~1985 Utvärdera användare - usability engineering ~1990 Studera anv. i sitt sammanhang - contextual design (Holzblatt) ~1995 Fältstudier av användare - etnografi / antropologi ~1990 Reflektera med användare (Donald Schön) ~1985 Socioteknisk design för anv. i sin organisation (Mumford & al) ~1975 Involvera användare - Skandinaviska modellen ~ 1985 Strunta i användarna - marknaden avgör (Negroponte)~1990 Strikt observation av användare 25 första minuterna (av 91) från Psalmer från köket (Bent Hamer, bästa norska film 2003) Kan komplettera varandra i olika faser, mikro- /makrosynsätt Diskussion Vetenskapssyn -positivism / hermeneutik Helhetssyn Etablera relation till användare Att observera är också att ändra (tom. i fysiken, Heisenberg) Varför användarmedverkan: Spektakulära exempel, bästa i branschen Spreadsheet (VisiCalc) ~1978 Datalogistudenten Bob Frankston med ekonomistudenten Dan Bricklin (användare) KidPix ~1988 Craig Hickman med sin 3-årige son Ben PhotoShop ~1990 Programmerare på Adobe med reprofotografer (användare) Mosaic/Netscape ~1993 Marc Andriessen med forsknings- och studentkompisar på University of Illinois

2 Varför användarmedverkan: Viktigaste framgångsfaktorn för IT-projekt CHAOS report 1995, 2002 (further analysis) of Standish group s evaluation of IT projects (points, normed to sum 100): 1. User Involvement Executive Management Support Clear Stating of Requirements Proper Planning Realistic Expectations Smaller Project Milestones 9 7. Competent Staff 8 8. Ownership 6 9. Clear vision and objectives 3 10.Hard-working, focused staff 3 Varför användarmedverkan? Bevaka rättigheter: 1. The user is always right. If there is a problem with the use of the system, the system is the problem, not the user. 2. The user has the right to easily install software and hardware systems. 3. The user has the right to a system that performs exactly as promised. 4. The user has the right to easy-to-use instructions for understanding and utilizing a system to achieve desired goals. 5. The user has the right to be in control of the system and to be able to get the system to respond to a request for attention. 6. The user has the right to a system that provides clear, understandable, and accurate information regarding the task it is performing and the progress toward completion. 7. The user has the right to be clearly informed about all system requirements for successfully using software or hardware. 8. The user has the right to know the limits of the system's capabilities. 9. The user has the right to communicate with the technology provider and receive a thoughtful and helpful response when raising concerns. 10. The user should be the master of software and hardware technology, not vice-versa. Products should be natural and intuitive to use. Clare-Marie Karat, IBM, 1998 Designdefinitioner Se uppsats av Atwood - McCain - Williams i kursbunten. Herbert Simon: devising courses of action aimed at chaning existing situations into preferred ones Christopher Jones: initiating change in man-made things Christopher Alexander: the process of inventing physical things which display new physical order, organisation, form in response to function ( fit ) Horst Rittel: structuring argumentation to solve wicked problems Donald Schön: a reflective conversation with the materials of a design situation Pelle Ehn: a democratic and participatoty process Kim Vicente: creating complex sociotechnical systems that help workers adapt to the changing and uncertain demands of their jobs Designtillämpningsområden Engineering Architecture Urban Planning Information systems Socio-technical systems Designprocess Exploration and Evaluation Generation and Invention Considering Constraints and Requirements Sju Kluster i litteraturen om design Participatory / Cooperative design User-centred design Cognitive engineering Design rationale - avgränsning av designrymden Design complexity Design taxonomies Design theory Interaktionsdesign The shaping of interactive systems with particular emphasis on their use qualities (Jonas Löwgren) From A Software Design Manifesto Software designers should be trained more like architects than like computer scientists. Software designers should be technically very well grounded without being measured by their ability to write production-quality code. Most important, students learn software design by practicing it. A major component of the professional training, therefore, would consist of design studios in which students carry out directed projects to design parts of actual programs, whole programs, and groups of programs using the tools and techniques of their trade. Prospective software designers must also master the existing research in the field of human computer interaction and social science research on the use of the computer in the workplace and in organizations. Mitch Kapor (1990), founder of Lotus, republished in Terry Winograd et al: Bringing Design to Software, Addison-Wesley 1996 See also Nathaniel Borenstein: Programming as if People Mattered: Friendly Programs, Software Engineering, and Other Noble Delusions, Princeton Univ. Press 1991.

3 Användardeltagande - mitt manifest Användare kan och ska involveras för att bidraga i alla steg av utveckling av IT-stöd i samarbete med etnografer, designers, programmerare mfl. (kooperativ design, skandinaviska modellen ): Ömsesidigt lärande, förstå behov och krav - gemensamma studier av och i verksamheten Innovation brainstorming, scenarios,... Design low-tech prototyper, video prototyper,... Införande i verksamheten utbildning, arbetsorganisation Reguljär användning med bra stöd Vidareutveckling återkoppling, prototyper, Utvecklarsamarbete - manifest Etnografer, designers, programmerare, beställare/användare vinner på att arbeta tillsammans snarare än att lämna över Projekt som bildar manifestets erfarenhetsunderlag Projekt (föreläsare) Användare Utopia (Yngve) grafiska yrkesarbetare Dialog skissande arkitekter MDA programmerare, författare (i vid mening) CoWork samverkande på kontor erena (Yngve) konstnärer, publik KidStory (Gustav) lågstadiebarn, lärare interliving (Bosse)kommunicerande familjemedlemmar K (Yngve) handläggare på polisens delade anm.central UsersAward 1999-(Yngve) yrkesarbetare i produktion och vård UTOPIA 1981!86 " Cooperative project inventing cooperative design Partners: Nordic Graphic Union, union members in Sweden and Denmark, Arbetslivscentrum in Stockholm, DAIMI at Aarhus University, NADA at KTH Developers and users: Liber/TIPS and Aftonbladet Overall objectives and themes: powerful skill enhancing tools for graphic workers, in light of the emerging graphic workstation technology quality of work and product perspective technical and social prerequisites obstacles and limitations labour processes of page make-up and image processing in newspapers Long!term experience and results for the NGU members (Nordic graphic workers): knowledge, at least as well as their employers, about the pros and cons of the emerging technology, thus able to enforce socially and functionally acceptable introduction for the researchers involved: the challenging insight that the human interface is very important IPLab at NADA and similar efforts in Aarhus for the researchers and the design community in general: Cooperative Design methodologies An example where workers craft technology Setting the stage for design in action Playing the language game of design and use Bringing design to software Cooperative Design - Scandinavian style Full participation by the users as competent practitioners Designers and developers take work practise seriously Enhance workplace skills Mutual learning between users and designers Computer systems regarded as tools Emphasis on quality as well as productivity Process with conflicts Starting point in use situations and user practises, within a context, situated action Work is fundamentally social Focus on work organisation at least as much as technology Cooperative Design - Scandinavian techniques Use of design tools that are familiar to the users, low fidelity mock-ups and prototypes rather than formal specifications, now generally used, techniques for user involvement and discussions: Mock-ups with cardboard computers and printers, dia-projections on screens, wooden and plastic mice,... Wall paper sessions Organisational toolbox (Layout Kit) for layout of alternative organisations Serious games with playground for situation cards, commitment cards, professional roles, etc Envisionment of future work situation allowing the users to experiment with fast prototypes in their real setting

4 Cooperative Design - references Historic summary: Susanne Bødker, Pelle Ehn, Dan Sjögren, Yngve Sundblad: Cooperative Design - Perspectives on 20 years with the Scandinavian IT Design Model, invited presentation, NordiCHI 2000 conference, Stockholm 2000 ( kursbunten ) Standard reference: Greenbaum&Kyng (eds): Design At Work - Cooperative design of Computer Systems, Lawrence Erlbaum 1991 In software design: Sara Kuhn: Design for People at Work, ch.14 and profile 14 in Winograd&al (eds): Bringing Design to Software, 1996 Theoretic foundations: Pelle Ehn: Work-Oriented Design of Computer Artefacts, PhD Thesis, Lawrence Erlbaum Summary and design philosophy implications of the cooperative design project experience Related work: Lucy Suchman: Plans and Situated Actions, PhD Thesis, Cambridge University Press 1987 Interaction design must take sufficient account of the situatedness of most human behaviour Involving Users in US context Participatory Design, North American term for about the same, focusing on the participation of the users: Schuler & Namioka: Participatory Design, Lawrence Erlbaum 1993 Chapter 11 in Helander&al s Handbook of HCI, Elsevier 1997 ( kursbunten ) Contextual design, customer centred design in the actual context, some ideas from PD, Beyer & Holzblatt: Contextual Design, Kaufmann 1998 CD/PD Practices since the 80 s Augmented reality mock-ups (3D workbench) Ultimate users make effective contributions reflecting their perspectives and needs somewhere in the design and development life cycle through active participation motivated by + Democracy + Efficiency, Expertise and Quality + Commitment and Buy-In Participatory Design Conferences in conjunction with US CSCW (Computer Supported Cooperative Work) 1990, 92, 94, 96, 98, 00, separate 02 (Malmö), 04 (New York) Taxonomy and list of 61 Practices in Handbook of HCI kommer i kursbunten, tas upp av Fredrik Scaled-down methods in Nordic industrial practice in the 90 s 3D workbench prototype (Bang &Olufsen) Post UTOPIA From tool perspective to mediation Mediation in web-of-activities Focus on communicative aspects as well as tool use Tracing of focus shifts and breakdowns From single product to development in use Learning in use Unanticipated use Tailorability From single user prototype to cooperation CSCW Simulation games, dilemma games - acting out cooperation Still mocking it up...

5 Post UTOPIA, cont. From luxury to everyday practice - discussing the added cost, or just doing it? Software practice Usability design Contextual design Contextual inquiry Main themes for Cooperative Design Understanding the whole context - common learning, needs Innovation / Design brainstorming, scenarios, low-tech prototypes, cooperative design Prototyping Deployment / introduction for regular use Illustrated below from Utopia, erena, KidStory, K, interliving Project on Electronic Arenas for Art... (EU Inhabited Information Spaces initiative in FET) Round Table for deployment of virtual cameras (CID, KTH; ZKM, Karlsruhe) Design of collaborative storytelling tools for and with children Barn och vuxna bygger low-tech attrapper tillsammans. Attrapperna beskrivs och analyseras tillsammans för att hitta innovativa ideer Erfarenhet: Grupper med 4 barn och 2 vuxna mycket fruktbara Avatar Farm semiscripted fable in Inhabited Television (Iluminations Ltd, London; CS, Univ. Nottingham; BT, Ipswich) Desert Rain - Mixed reality performance on rain curtains (Blast Theory, London; CS, Univ. Nottingham; ZKM, Karlsruhe; CID, KTH) K nu fullskaleförsök inom polisens anmälningscentral i skärgården 50 km Bättre IT-stöd på arbetsplatser: TCO:s datorcertifiering (200 milj. anv.) inspirerar. UsersAward (LO med CID mfl): Användarcertifiering av IT-stöd på arbetsplatser Pilot projekt: Överblick och förbättring: Volvo Umeverken Simulering och planering: Arvika Gjuteri Mobilt IT stöd i demensboende: Arbetslag i Nybro kommun Studie av införandeprocesser Syfte: Certifiering av programvara Innovativa samarbetsformer Organisation: Pilotprojekt, användarkonferenser, paneler,... Användarnas pris LO, KTH, HiG, UU, LuTU, företag finansierat av LO och VINNO!VA

6 Understanding the whole context - common learning, needs Developers sharing work conditions with users (Utopia) Mutual learning through simulation of work process with low tech mock-ups and new technology (Utopia) UTOPIA activities mutual learning requirement specification through technology laboratory with lo-tech and hi-tech prototyping together with the workers Children s journals (KidStory) Ethnography on production and audience (erena) Cultural probes (interliving) Technical probes (interliving) Children s journals Continuously developed over the three years: Very important for children s continuous interest Very important source for analysis, also of effects, e.g. comparing first 7-year-olds with last 7-year-olds Cultural probes Open ended Inspirational Innovation/Design- brainstorming, scenarios, low-tech prototypes, design sessions Use scenarios, low-tech mock-ups (Utopia) Cooperative design sessions of low-tech mock-ups (KidStory) Workshops with brainstorming, scenarios from recent experience, low-tech mock-up sessions, video (interliving) UTOPIA tools in the laboratory colour slide mock-ups with picture sequences wall newspapers low tech mock-ups of equipment (wooden mouses, cardboard laser writer ), material and menus (paper) graphic workstation for illustrating prototypes of computer based tools tool kit (box with waxed cards) for modelling and experimenting with work organisation perspectives

7 Workshops Prototyping Graphic workstation prototypes (Utopia) Round table (erena) Seeding technology (KidStory) Several interaction objects prototypes (KidStory) Interaction space prototypes (KidStory) Video prototypes (interliving) Mirror space and Invisible ink prototypes (interliving) Interaction objects: Storytelling dice Full prototypes: Mirror space Lo-tech story machine, group discussion, implementation, sound recording Invisible Ink Message Pad with ink that can be defined to be visible only at specific time frames Invented by 8-year-old Fatima Deployment / introduction for regular use Work organisation tool-box (Utopia) Pilot installation at newspaper (Utopia) Spreading experience for future considerations/negotiations (Utopia) Performances with paying audience (erena) KidPad and Space toolkit (KidStory) Pilot projects (UsersAward) User evaluation and certification of 29 criteria (UsersAward) Immediate results Pilot installation at Aftonbladet: Dissemination to graphic workers:

8 LO TCO CID/KTH MDI/Uppsala Ind.ek./Gävle Prod.tekn./Luleå Pilotprojekt på Arvika gjuteri 2001 Simulering av produktionsflöde för dagsplanemöte LO TCO CID/KTH MDI/Uppsala Ind.ek./Gävle Prod.tekn./Luleå Användarcertifiering, exempel på resultat (TimeCare) Användarnas kommentarer Användarnas omdömen per avsnitt Nytta: Det är inte alls lika stressigt som förr, nu när man kan 1,0 2,0 3,0 4,0 5,0 6,0 vara ledig några dagar för att jobba mer andra dagar. Och om vi mår bättre så känner kunder det också.(åhlens 1. Nytta 5,1 Odenplan) Införande: Vi stötte och blötte installationen i två år innan vi 2. Införande 5,1 körde igång. Alla kände till och var förberedda på de 3.Teknik 5,1 problem vi skulle möta (Falu Lasarett). Teknisk utformning: TimeCare är väldig tydlig, enkel o 4.Arbetet 4,7 logisk..- Det är särskilt bra att diagrammet är synligt hela tiden, så man kan anpassa redan då (Åhlens Odenplan). 5.Kommunikation 4,4 Påverkan på arbetet: Jag arbetar inte alls som förut. Jag har ändrat arbetssätt både vid pappret och vid datorn, 6.Uppföljning 4,8 eftersom jag ser att man kan ändra arbetsrutinerna lite, inte göra samma sak jämnt(åhlens Odenplan). Andel godkända kriterier Användarenkät 89 Kommunikation och samverkan: Det är verkligen betytt en stor självständighet att lägga sitt schema själv (Falu Lasarett). Kvinnor 91 Uppföljning: uppföljningar görs visserligen inte kontinuerligt men vill vi ha ändringar går det alltid att göra någonting åt (Falu Lasarett). Män 87 Ledning From 1984 to 2004: ironies and promises changes in work organisation technology explosion role of trade unions management philosophy researchers more main-stream importance of aesthetics strengthening users IT misery in many work floors Aftonbladet 1985 Aftonbladet 2004