From the Publisher:
Written by the author of the best-selling HyperText & HyperMedia, this book provides an excellent guide to the methods of usability engineering. Special features: emphasizes cost-effective methods that will help developers improve their user interfaces immediately, shows you how to avoid the four most frequently listed reasons for delay in software projects, provides step-by-step information about which methods to use at various stages during the development life cycle, and offers information on the unique issues relating to informational usability. You do not need to have previous knowledge of usability to implement the methods provided, yet all of the latest research is covered.

Usability Engineering

This book introduces a customer-centered approach to business by showing how data gathered from people while they work can drive the definition of a product or process while supporting the needs of teams and their organizations. This is a practical, hands-on guide for anyone trying to design systems that reflect the way customers want to do their work. The authors developed Contextual Design, the method discussed here, through their work with teams struggling to design products and internal systems. In this book, you'll find the underlying principles of the method and how to apply them to different problems, constraints, and organizational situations.

Contextual Design enables you to
+ gather detailed data about how people work and use systems 
+ develop a coherent picture of a whole customer population 
+ generate systems designs from a knowledge of customer work
+ diagram a set of existing systems, showing their relationships, inconsistencies, redundancies, and omissions

Table of Contents

Chapter 1 Introduction
Chapter 2 Gathering Customer Data
Chapter 3 Principles of Contextual Inquiry
Chapter 4 Contextual Inquiry in Practice
Chapter 5 A Language of Work
Chapter 6 Work Models
Chapter 7 The Interpretation Session
Chapter 8 Consolidation
Chapter 9 Creating One View of the Customer
Chapter 10 Communicating to the Organization
Chapter 11 Work Redesign
Chapter 12 Using Data to Drive Design
Chapter 13 Design from Data
Chapter 14 System Design
Chapter 15 The User Environment Design
Chapter 16 Project Planning and Strategy
Chapter 17 Prototyping as a Design Tool
Chapter 18 From Structure to User Interface
Chapter 19 Iterating with a Prototype
Chapter 20 Putting It into Practice

Contextual Design: Defining Customer-Centered Systems

This article describes recent research in subjective usability measurement at IBM, focused on evaluating the psychometric properties of questionnaires designed for use in scenario‐based usability evaluation The questionnaires address evaluation at both a global overall system level and at a more detailed scenario level The primary goals of this article are to (a) discuss the psychometric characteristics of IBM questionnaires that measure user satisfaction with computer system usability, and (b) provide the questionnaires, with administration and scoring instructions For scenario‐level measurement, the 3‐item After‐Scenario Questionnaire (ASQ) has excellent internal consistency, with coefficient alphas across a set of scenarios ranging from 90 to 96 For more global assessment, the Post‐Study System Usability Questionnaire (PSSUQ) also has excellent internal consistency, with an overall coefficient alpha of 97 Preliminary principal factor analysis of 48 PSSUQ questionnaires suggested the presence of

IBM computer usability satisfaction questionnaires: psychometric evaluation and instructions for use

This paper presents an overview of the field of software systems requirements engineering (RE). It describes the main areas of RE practice, and highlights some key open research issues for the future.

/pdf/requirements-engineering-a-roadmap-3lcu5ikya8.pdf

Requirements engineering: a roadmap

Foreword by Ben Shneiderman Introduction: A Moving Target: The Evolution of Human-Computer Interaction, Jonathan Grudin Humans in HCI Perceptual-Motor Interaction: Some Implications for Human-Computer Interaction, Timothy N. Welsh, Sanjay Chandrasekharan, Matthew Ray, Heather Neyedli, Romeo Chua, and Daniel J. Weeks Human Information Processing: An Overview for Human-Computer Interaction, Robert W. Proctor and Kim-Phuong L. Vu Mental Models in Human-Computer Interaction, Stephen J. Payne Task Loading and Stress in Human-Computer Interaction: Theoretical Frameworks and Mitigation Strategies, James L. Szalma, Gabriella M. Hancock, and Peter A. Hancock Choices and Decisions of Computer Users, Anthony Jameson Computers in HCI Input Technologies and Techniques, Ken Hinckley and Daniel Wigdor Sensor- and Recognition-Based Input for Interaction, Andrew D. Wilson Visual Displays, Christopher M. Schlick, Carsten Winkelholz, Martina Ziefle, and Alexander Mertens Haptic Interface, Hiroo Iwata Nonspeech Auditory and Crossmodal Output, Eve Hoggan and Stephen Brewster Network-Based Interaction, Alan Dix Wearable Computers, Daniel Siewiorek, Asim Smailagic, and Thad Starner Design of Fixed, Portable, and Mobile Information Devices, Michael J. Smith and Pascale Carayon Designing Human-Computer Interactions Visual Design Principles for Usable Interfaces: Everything Is Designed: Why We Should Think before Doing, Suzanne Watzman and Margaret Re Globalization, Localization, and Cross-Cultural User-Interface Design, Aaron Marcus and Emilie W. Gould Speech and Language Interfaces, Applications, and Technologies, Clare-Marie Karat, Jennifer Lai, Osamuyimen Stewart, and Nicole Yankelovich Multimedia User Interface Design, Alistair Sutcliffe Multimodal Interfaces, Sharon Oviatt Systems That Adapt to Their Users, Anthony Jameson and Krzysztof Z. Gajos Mobile Interaction Design in the Age of Experience Ecosystems, Marco Susani Tangible User Interfaces, Hiroshi Ishii and Brygg Ullmer Achieving Psychological Simplicity: Measures and Methods to Reduce Cognitive Complexity, John C. Thomas and John T. Richards Information Visualization, Stuart Card Collaboration Technologies, Gary M. Olson and Judith S. Olson Human-Computer Interaction and the Web, Helen Ashman, Declan Dagger, Tim Brailsford, James Goulding, Declan O'Sullivan, Jan-Felix Schmakeit, and Vincent Wade Human-Centered Design of Decision-Support Systems, Philip J. Smith, Roger Beatty, Caroline C. Hayes, Adam Larson, Norman D. Geddes, and Michael C. Dorneich Online Communities, Panayiotis Zaphiris, Chee Siang Ang, and Andrew Laghos Virtual Environments, Kay M. Stanney and Joseph V. Cohn Privacy, Security, and Trust: Human-Computer Interaction Challenges and Opportunities at Their Intersection, John Karat, Clare-Marie Karat, and Carolyn Brodie Application-/Domain-Specific Design Human-Computer Interaction in Health Care, Francois Sainfort, Julie A. Jacko, Molly A. McClellan, and Paula J. Edwards Why We Play: Affect and the Fun of Games-Designing Emotions for Games, Entertainment Interfaces, and Interactive Products, Nicole Lazzaro Motor Vehicle-Driver Interfaces, Paul A. Green Human-Computer Interaction in Aerospace, Steven J. Landry User-Centered Design in Games Randy J. Pagulayan, Kevin Keeker, Thomas Fuller, Dennis Wixon, Ramon L. Romero, and Daniel V. Gunn Designing for Diversity Older Adults and Information Technology: Opportunities and Challenges, Sara J. Czaja, and Chin Chin Lee Human-Computer Interaction for Kids, Amy Bruckman, Alisa Bandlow, Jill Dimond, and Andrea Forte Information Technology for Communication and Cognitive Support, Alan F. Newell, Alex Carmichael, Peter Gregor, Norman Alm, Annalu Waller, Vicki L. Hanson, Graham Pullin, and Jesse Hoey Perceptual Impairments: New Advancements Promoting Technological Access, Julie A. Jacko, V. Kathlene Leonard, Molly A. McClellan, and Ingrid U. Scott Universal Accessibility and Low-Literacy Populations: Implications for Human-Computer Interaction Design and Research Methods, William M. Gribbons Computing Technologies for Deaf and Hard of Hearing Users, Vicki L. Hanson The Development Process Section A Requirements Specification User Experience Requirements Analysis within the Usability Engineering Lifecycle, Deborah J. Mayhew and Todd J. Follansbee Task Analysis, Catherine Courage, Jhilmil Jain, Janice (Ginny) Redish, and Dennis Wixon Contextual Design, Karen Holtzblatt Grounded Theory Method in Human-Computer Interaction and Computer-Supported Cooperative Work, Michael J. Muller and Sandra Kogan An Ethnographic Approach to Design, Jeanette Blomberg and Mark Burrell Section B Design and Development Putting Personas to Work: Employing User Personas to Focus Product Planning, Design, and Development, John Pruitt and Tamara Adlin Prototyping Tools and Techniques, Michel Beaudouin-Lafon and Wendy E. Mackay Scenario-Based Design, Mary Beth Rosson and John M. Carroll Participatory Design: The Third Space in Human-Computer Interaction, Michael J. Muller and Allison Druin Unified User Interface Development: A Software Refactoring Perspective, Anthony Savidis and Constantine Stephanidis Usability + Persuasiveness + Graphic Design = eCommerce User Experience, Deborah J. Mayhew Human-Computer Interaction and Software Engineering for User Interface Plasticity, Joelle Coutaz and Gaelle Calvary Section C Testing, Evaluation, and Technology Transfer Usability Testing, Joseph S. Dumas and Jean E. Fox Usability for Engaged Users: The Naturalistic Approach to Evaluation, David Siegel Survey Design and Implementation in HCI, A. Ant Ozok Inspection-Based Evaluations, Gilbert Cockton, Alan Woolrych, Kasper Hornbaek, and Erik Frokjaer Model-Based Evaluation, David Kieras Spreadsheet Tool for Simple Cost-Benefit Analyses of User Experience Engineering, Deborah J. Mayhew Technology Transfer, Kevin M. Schofield Emerging Phenomena in HCI Augmenting Cognition in HCI: Twenty-First Century Adaptive System Science and Technology, Kelly S. Hale, Kay M. Stanney, and Dylan D. Schmorrow Social Networks and Social Media, Molly A. McClellan, Julie A. Jacko, Francois Sainfort, and Layne M. Johnson Human-Computer Interaction for Development: Changing Human-Computer Interaction to Change the World, Susan M. Dray, Ann Light, Andrew M. Dearden, Vanessa Evers, Melissa Densmore, Divya Ramachandran, Matthew Kam, Gary Marsden, Nithya Sambasivan, Thomas Smyth, Darelle van Greunen, and Niall Winters Author Index Subject Index

The human-computer interaction handbook: fundamentals, evolving technologies and emerging applications

C Contextual Design is a state-of-the-art approach to designing products directly from a designer's understanding of how the customer works. Great product ideas come from the marriage of a designer's detailed understanding of a customer's need and his or her in-depth understanding of the possibilities introduced by technology. The best product designs result when the product's designers are involved in collecting and interpreting customer data and appreciate what real people need. Contextual Design gives designers the tools to do just that.

Contextual design

Publisher Summary This chapter discusses the user's experience and evolution of usability engineering. Usability engineering starts with a commitment to action in the world. It seeks to capture user experience within a context situated in user work and in a form useful for engineering. Usability engineering provides operationally defined criteria so that usability objectives can be used to drive an efficient and productive engineering effort, and it can lead to production of systems that are experienced by users as usable and that serve as a basis for the next generation of systems. When a system is built and delivered to users, interaction with it would affect user experience and would shift the background against which users evaluate that system in comparison with other systems. Therefore, as systems are built that provide new functionality with new levels of usability, the expectations of users would shift so that the whole cycle should begin again.

Usability Engineering: Our Experience and Evolution

Is it impossible to schedule enough time to include users in your design process? Is it difficult to incorporate elaborate user-centered design techniques into your own standard design practices? Do the resources needed seem overwhelming? This handbook introduces Rapid CD, a fast-paced, adaptive form of Contextual Design Rapid CD is a hands-on guide for anyone who needs practical guidance on how to use the Contextual Design process and adapt it to tactical projects with tight timelines and resources Rapid Contextual Design provides detailed suggestions on structuring the project and customer interviews, conducting interviews, and running interpretation sessions The handbook walks you step-by-step through organizing the data so you can see your key issues, along with visioning new solutions, storyboarding to work out the details, and paper prototype interviewing to iterate the design-all with as little as a two-person team with only a few weeks to spare! *Includes real project examples with actual customer data that illustrate how a CD project actually works *Covers the entire scope of a project, from deciding on the number and type of interviews, to interview set up and analyzing collected data Sample project schedules are also included for a variety of different types of projects *Provides examples of how-to write affinity notes and affinity labels, build an affinity diagram, and step-by-step instructions for consolidating sequence models *Shows how to use consolidated data to define a design within tight time frames with examples of visions, storyboards, and paper prototypes *Introduces CDTools, the first application designed to support customer-centered design

Rapid Contextual Design: A How-to Guide to Key Techniques for User-Centered Design

work models and our system, so all customers can take advantage of it. Once we have this consolidated model, we study it for problems and inefficiencies. We develop an abstract work model that brings together data from all customers, keeping good ideas, fixing problems, and using technology to combine and remove steps. When done, we have a statement of how our users will work, if we can implement the Figure 1. Context model This and the fo l low ing models are examples of work models descr ib ing the use of email. This part ial model shows tha t the company's admin is t ra t ive groups constrain everyone by requi r ing certain repor ts and actions. The boss is also inf luenced by management requirements, and in tu rn sets requirements on the employees. The boss wi l l no t touch the computer, which affects wha t the secretary must do. The secretary asks the boss to change his work sty le to make the secretary 's job easier; fo r example to keep the paper mail in the o rder in which i t is g iven to him to make i t easier fo r the secretary to en te r his replies on-l ine. Figure 2. Physical model ThiS iS the physical env i ronmen t fo r our boss and secretary. Only the aspects re levant to our mail p rob lem are shown, no t the who le physical layout. The secretan /has a p r in te r In her own office. She shares a VAX w i th others. The VAX is over loaded and slow. The boss has no connect ion to the VAXmeven i f there is a terminal in his off ice, he never uses it, so i t is no t shown. The VAX IS ne tworked w i th o the r comput ers at remote sites. This ne twork does go down, so the secretary uses a s tore-andforward mail system. The VAX also has links to publ ic networks which can only handle plain t e x t messages. Figure 3. Flow model ThiS model shows the communi cat ion between people in the organizat ion. Messages sent to the boss are in tercepted by the secretary, who pr in ts them and passes t hem to the boss on paper. The boss wr i tes repl ies and gives t hem back to the secretary who sends the repl ies and o ther messages to the or ig inal sender and somet imes to others. Because the secretary uses s tore-andforward mail, she has no way of knowing i f the repl ies ever ge t th rough. We know the secretary is communica t ing w i th people by phone, bu t we do no t know why -pe rhaps to set up meet ings, we also do no t know how she coord inates w i th the boss offl ine. COMMUllICATIOllS Olin THI! ACM October 1993/Vol.36, No.10 97 r O Project Organization nnd Management F i g u r e 4. : S e q u e n c e m o d e l ThiS model shows the steps the secretary takes to answer the bess's mail from his handwrit ten replies. The secretary gets the stack of printed messages with the boss's; replies wr i t ten on them and works through the stack. The secretary may wri te a reply from the bess's wr i t ten reply, get fur ther cla rification from him, take other action such as calling the sender, or delete the mail w i thout doing anything. When the secretary has dealt with a message she marks the paper copy so she knows it is done. Decide to handle bess's mail Intent: Response Get stack to mail with bess's from boss ~'~, ~, System does not comments ~ ........... ~.~" know about stack Get yesterday's mail No good way to "~ #~ find message Find top message from stD::i i:t sy:ta~m ~ C~lel °r ct ~i ~ e i 2 ~ ~ i i c : r i p ~ D e I e t e ~ ~ . ~ " " " ~ C heckP!ff papa r / ~ / / " J ~ ~ copy and put aside F i g u r e S. A b s t r a c t f l o w m O d e l This is an abstraction of the work of communicating, incorporating the boss and secretary as well as other data. The secretary's role in helping the boss communicate has; been named "communication coordinator." Looking at other customers, we discovered group communication can break down when no one is handling it for the group. We borrow the idea of a communication coordinator frorn the secretary, and use it to solve the group's problem. The coordinator can manage a group's communications in the same way that secretaries manage their bess's. When support ing a group, the coordinator intercepts messages sent to the group as a whole and distributes them to individual members. Messages can still be sent to specific group members. The coordinator may be a group member playing both roles. r / 3 \ I ' ~ o n ' ~ ' ~ ' , ) ~ o r d i n a t o r , / ~ _ _ ] annotated 'it I / ~ , , ~ / " ~ ~ reply stack I / ~1 distributed ~ " ~ ~ " [ rnessage j " ~ message stack ( Notes: • A principal is any person or group whose mail is handled by another • Communication between coordinator and principal may be paper or electronic • Receipts may be for any message system to support it. We validate our redesign of the work by checking it against the data from customers we have visited and through Contextual Inquiry with new customers. When interviewing new customers, we look for aspects of their work our redesigned work model cannot account for. These refine and extend the redesigned work model. Making the work redesign conversation explicit ensures we do not do silly things unintentionally. For example, in creating a presentation, ideas move from slides to handout notes and back again as the creator tries different approaches to presenting the ideas. So a presentation system should support modifying slides and notes in parallel. Providing a notes facility that does not allow the slide to be changed, as some commercial systems do, is not enough. We verify any design idea against the redesigned work model to ensure that it fits into the users ' jobs well. We use it to see that the new work practice our system will support hangs together. We anticipate new problems our changes may cause, and

Karen Holtzblatt

Papers

Contextual Design: Defining Customer-Centered Systems

Contextual design

Usability Engineering: Our Experience and Evolution

Rapid Contextual Design: A How-to Guide to Key Techniques for User-Centered Design

Making customer-centered design work for teams