Virtual University
Human-Computer Interaction
Lecture 3
Introduction to Human-Computer Interaction - Part III
Imran Hussain
Assistant Professor
University of Management and Technology (UMT)
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Murder - Murder
• 1981
• System Installation Manager receives a call from Sheriff dept.
• “Your terminal is dead. Come and get it”
• Caller insisted that he should come in person to collect the “Dead
Body”
• Cause of death Two bullets fired from close proximity.
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
In the Last Lecture …
• Understand significance of HCI
– Reasons for negative effects
• Plane Crash Reasons
• Fundamental Truths about Computers
• Feature Shock
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
In the Last Lecture …
• Understand the nature of humans and computers
• Software Apartheid
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
What is the Relationship between Software Engineers and
Apartheid?
• Apartheid
– Racial segregation; specifically : a policy of segregation and political
and economic discrimination against non-European groups in the
Republic of South Africa
• Software Apartheid
– Institutionalizing obnoxious behavior and obscure interaction of
software-based products
• Comparison of Social Activist and Software Engineers
• Institutionalizing apartheid
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Last Lecture - Revelations
“Acceptable levels of quality for software engineers are
than are those for traditional engineering disciplines”
far lower
“Software-based products not INHERENTLY hard to use
Wrong process is used to develop them”
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
In Today’s Lecture …
• Effect of computer systems on human productivity, employee loyalty,
revenue, and customer loyalty
• Computers + Information
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Effect of Bad Tools On People
• Have you ever used a hammer whose head is not properly fitted into
the arm?
• Or a Screw whose head breaks / goes flat when you try to open it ?
• Lets look at an example from the Airline Industry … IFE
– Computers now rule passenger cabin in addition to cockpit
• Prized employees
– Spend most time with customers
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Imran Hussain | UMT
In-Flight Entertainment System (IFE)
Interior of Plane
IFE
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Imran Hussain | UMT
IFE
• Senior Staff was declining more desirable Long routes
• Past- Manual Cash Collection
• In Flight Entertainment with strict Cash Collection System.
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Result
• Loss of Customer Loyalty
• Loss of Employee Loyalty
• Loss of Revenue
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
What should be done
• Purposefully design humane and forgiving software, that is
•
•
•
•
Inclusive
Forgiving
Profession-blind
Class-blind
• Software-based products affect us all, sometimes fatally
• Software-based products not INHERENTLY hard to use
– Wrong process is used to develop them
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Industry in Denial
• People who rush to believe in the benefits of the computer – In their
rush have abdicated their responsibility to make these products easy
to use.
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Virtual University- Human Computer Interaction
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Industry in Denial
• Computerized Devises are Everywhere
– Highly sophisticated
– Powerful
• BUT
– Dauntingly Difficult to use
– Confusing to Use
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Industry in Denial – Contrasting Views
• Techies
– Satisfied
– Belief in Technology
– Power of Products
• People
– Difficult to use
– Diminishes and Degrades people who must use it as in IFE case
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Imran Hussain | UMT
Reality
• Our lives are becoming more and more dependent on the whims,
fancies, disasters and decisions of hi-tech industry
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Imran Hussain | UMT
Video Clip
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Imran Hussain | UMT
Rage! Rage! Rage!
Road Rage
Trolley Rage
Air Rage
Work Rage
PC Rage
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Imran Hussain | UMT
Techno Rage – The New Rage in Town
• Looks like this guy was suffering from “Computer’s Tourette”
– In Tourette’s Syndrome people uncontrollably swear and get into rage
• Was this clip real?
• Advertising campaign for surveillance computers from Loronix
Information Systems in Colorado originally launched back in 1995
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Life Imitates Art
• 1 in every 4 computers has been physically attacked by its owner Novatech (British PC Manufacturer)
• Almost ⅓ of people have physically attacked a computer – National
Opinion Poll/Symantec
• 67% experienced frustration, exasperation and anger – National
Opinion Poll/Symantec
• 70% swore at their machines – National Opinion Poll/Symantec
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
PC Rage
• Over half of all working days lost to sickness in the UK are related to
workplace stress - Priory Healthcare
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Imran Hussain | UMT
“Hopefully as technology improves and computers
become ever more user-friendly, these attacks will
become less frequent”
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Engineers Belief
Engineers believe that since they made it, can use it, everyone can use
it
“If WE can use it, YOU can use it. If you can’t, YOU must be STUPID”
“Users are stupid” – anonymous
“Users are dummies” – anonymous
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
But wait, computers weren’t made FOR engineers
• I though it was made for normal human beings?!??!!
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Success Criteria in the New Economy
• Business success is all about
managing relationships
– Companies doing business on the
Web are focusing on how to retain and
extend relationships with customers
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Success Criteria in the New Economy
• Success depends upon the ability of a business to effectively and
efficiently meet customer needs and goals
Business
Success
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
Virtual University- Human Computer Interaction
User
Experience
Imran Hussain | UMT
Success Criteria in the New Economy
high
Factors
providing
competitive
advantage
Business
Strategy
User
Experience
Technology
low
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Virtual University- Human Computer Interaction
manifestation of
business strategy
enabling factor
for user
experience &
business
strategy
Imran Hussain | UMT
Common Problems in the New Economy
• Scenario: A web site that is
–
–
–
–
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Aesthetically beautiful
Technically perfect
Wonderful content
But users can’t find information!
Virtual University- Human Computer Interaction
Imran Hussain | UMT
Findability
• Users can only find information 42% of the time
– Jared Spool
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Imran Hussain | UMT
Findability
• 62% of web shoppers give up looking for the item they want to buy
online
– Zona Research
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Imran Hussain | UMT
Findability
• 50% of the potential sales from a site are lost because people
cannot find the item they are looking for
– Forrester Research
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The Result
• 40% of the users who do not return to a site do so because their first
visit resulted in a negative experience
– Forrester Research
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Software Maintenance Costs
• 80% of software lifecycle costs occur after the product is released, in
the maintenance phase - of that work, 80 % is due to unmet or
unforeseen user requirements; only 20 % is due to bugs or reliability
problems.
- IEEE Software
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Imran Hussain | UMT
Project Cost Estimation
• Around 63% of software projects exceed their cost estimates. The
top four reasons for this are:
•
•
•
•
Frequent requests for changes from users
Overlooked tasks
Users' lack of understanding of their own requirements
Insufficient user-analyst communication and understanding
- Communications of the ACM
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Return on Investment (ROI)
Scenario A
Scenario B
$100m
$100m
Good
Bad
Sales Lost
0%
50%
Revenue Lost
$0m
$50m
$100m
$50m
Revenue Potential
User Experience
Actual Revenue
m - millions
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
The End of Business As Usual
• Business success is directly related to the customer experience
• BOO.com, a $204m startup fails
– BBC News
• Poor commercial web sites will kill 80% of Fortune 500 companies
within a decade
- Jakob Nielsen
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
The Death Knell
Products with a bad user
experience deserve to
DIE !
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Computer + Information
+
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Sydney Olympics
• Bruce Lindsay Maguire vs Sydney Organising
Committee for the Olympics Games (SOCOG)
• Allegation: SOCOG in breach the Disability
Discrimination Act 1992 by failing to make
accessible to him key parts of its web site
• vast majority of organisations with a web site must
ensure that their web site is (within certain limits)
accessible by disabled persons
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Computers are Everywhere
• Computer invasion has started
• Traditional notion of computers
• Computers are everywhere
• Computers will annoy, infuriate, and even kill
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Riddles for the Information Age
• Computer + Alarm Clock
• Computer + Camera
• Computer + Car
• Computer + Warship
• Computer + Airplane
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Summary of Introduction – Part II
• Understand significance of HCI
– Reasons for negative effects
• Plane Crash Reasons
• Fundamental Truths about Computers
• Feature Shock
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Summary of Introduction – Part II
• Reality Check
• Understand the nature of humans and computers
• Software Apartheid
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Summary of Introduction – Part II
“Acceptable levels of quality for software engineers are
than are those for traditional engineering disciplines”
far lower
“Software-based products not INHERENTLY hard to use
Wrong process is used to develop them”
44
Virtual University- Human Computer Interaction
Imran Hussain | UMT
What We Learnt Today …
• Effect of computer systems on human productivity, employee loyalty,
customer loyalty and revenue
• Hopefully this has opened your eyes, mind, changed the way you
think
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Human-Computer Interaction
Interaction
Computer
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Virtual University- Human Computer Interaction
Human
Imran Hussain | UMT
HCI – A Formal Definition
“Human-Computer Interaction is a discipline
concerned with the design, evaluation and
implementation of interactive computing
systems for human use and with the study
of major phenomena surrounding them”
-ACM/IEEE
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Virtual University- Human Computer Interaction
Imran Hussain | UMT
Next Lecture
• Basic concepts and terms in HCI
– Some introduced today
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Virtual University- Human Computer Interaction
Imran Hussain | UMT