Mobile Hci

ARULKUMAR V Ap/CSE
SECE
MOBILE ECOSYSTEM
• The Internet is actually a complex ecosystem
made up of many parts that must all work
together seamlessly.
MOBILE HCI • Mobile is an entirely unique ecosystem and,
UNIT IV
ARULKUMAR V Ap/CSE SECE like the Internet, it is made up of many different
parts that must all work seamlessly together.
ARULKUMAR V Ap/CSE ARULKUMAR V Ap/CSE

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MOBILE ECOSYSTEM - LAYERS MOBILE ECOSYSTEM - LAYERS

• Operators
▫ The base layer in the mobile ecosystem is the
operator.
▫ Operators can be referred to as Mobile Network
Operators (MNOs); mobile service providers,
wireless carriers, or simply carriers; mobile phone
operators; or cellular companies
▫ Operators are what essentially make the entire
mobile ecosystem work. They are the gatekeepers
to the kingdom

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MOBILE ECOSYSTEM - LAYERS MOBILE ECOSYSTEM - LAYERS

▫ They install cellular towers, operate the cellular • Networks
network, make services (such as the Internet) ▫ Operators operate wireless networks. Remember
available for mobile subscribers, and they often that cellular technology is just a radio that receives
maintain relationships with the subscribers, a signal from an antenna. The type of radio and
handling billing and support, and offering antenna determines the capability of the network
subsidized device sales and a network of retail and the services you can enable on it.
stores.
▫ The operator’s role in the ecosystem is to create
and maintain a specific set of wireless services
over a reliable cellular network
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MOBILE ECOSYSTEMBreakdown
Mobile devices around the world
- LAYERS
of devices
Platforms
• A mobile platform’s primary duty is to provide
access to the devices
• To run software and services on each of these
devices, you need a platform, or a core
programming language in which all of your
software is written.
• Like all software platforms, these are split into
three categories: licensed, proprietary, and open
source

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Platforms - Licensed Platforms - Proprietary

• Licensed platforms are sold to device makers for • Proprietary platforms are designed and developed
nonexclusive distribution on devices. by device makers for use on their devices
• The goal is to create a common platform of • They are not available for use by competing device
development Application Programming Interfaces makers
(APIs)
• Following are the licensed platforms: • They include
▫ Java Micro Edition (Java ME) ▫ Palm
▫ Binary Runtime Environment for Wireless (BREW) ▫ BlackBerry
▫ Windows Mobile ▫ iPhone
▫ LiMo
.

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Platforms - Open Source Application Frameworks

• Open source platforms are mobile platforms that • Application frameworks often run on top of
are freely available for users to download, alter, operating systems, sharing core services such as
and edit. communications, messaging, graphics, location,
• Open source mobile platforms are newer and security, authentication, and many others.
slightly controversial, but they are increasingly
gaining traction with device makers and • They are
developers ▫ Java, S60, BREW, Flash Lite, Windows Mobile,
• Android is one of these platforms. It is ▫ Cocoa Touch, Android SDK, Web Runtimes
developed by the Open Handset Alliance, which (WRTs), WebKit, The Web
is spearheaded by Google
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Application Frameworks Application Frameworks

• Application frameworks are used to create • A common alternative these days is creating
applications, such as a game, a web browser, a applications for only one platform, such as the
camera, or media player. iPhone or Android
• Although the frameworks are well standardized. • By minimizing the number of platforms the
• The largest challenge of deploying applications is developer has to support and utilizing modern
knowing the specific device attributes and application frameworks.
capabilities. • The time and cost of creation go down
significantly

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Types of Mobile Applications MOBILE WEB WIDGETS

• Mobile Application Medium Types  Mobile Web Widgets
▫ SMS
▫ Mobile Websites ▫ Largely in response to the poor experience
▫ Mobile Web Widgets provided by the mobile web over the years, there
▫ Mobile Web Applications
▫ Native Applications has been a growing movement to establish mobile
▫ Games widget frameworks and platforms.
▫ Mobile Application Media Matrix
▫ Application Context ▫ A mobile web widget is a standalone chunk of
▫ Utility Context HTML-based code that is executed by the end user
▫ Locale Context
▫ Informative Applications
in a particular way.
▫ Productivity Application Context
▫ Immersive Full-Screen Applications
▫ Application Context Matrix

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Mobile Web Widgets Mobile Web Widgets

▫ Basically, mobile web widgets are small web
applications that can’t run by themselves;
▫ They need to be executed on top of something else
▫ Opera Widgets, Nokia Web RunTime (WRT),
Yahoo! Blueprint, and Adobe Flash Lite are all
examples of widget platforms that work on a
number of mobile handsets
Figure 6-4. An example mobile web widget

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Mobile Web Widgets Games

• Pros • The final mobile medium is games, the most
▫ The pros of mobile web widgets are:
▫ They are easy to create, using basic HTML, CSS, and popular of all media available to mobile devices.
JavaScript knowledge. • Technically games are really just native
▫ They can be simple to deploy across multiple handsets.
▫ They offer an improved user experience and a richer design, applications that use the similar platform SDKs
tapping into device features and offline use. to create immersive experiences
• Cons
▫ The cons of mobile web widgets are: • The reason games are relatively easy to port
▫ They typically require a compatible widget platform to be (“relatively” being the key word), is that the bulk
installed on the device.
▫ They cannot run in any mobile web browser. of the gaming experience is in the graphics and
▫ They require learning additional proprietary, non-web- actually uses very little of the device APIs.
standard technique

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Games Mobile Information Architecture

• Pros • What Is Information Architecture?
▫ The pros of game applications are: ▫ The structural design of shared information
▫ They provide a simple and easy way to create an environments
immersive experience. ▫ The combination of organizations, labeling, search,
▫ They can be ported to multiple devices relatively and navigation systems within websites and intranets
easily. ▫ The art and science of shaping information products
• Cons and experiences to support usability and findability
▫ The cons of game applications are: ▫ An emerging discipline and community of practice
▫ They can be costly to develop as an original game title. focused on bringing principles of design and
▫ They cannot easily be ported to the mobile web architecture to the digital landscape

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Mobile Information Architecture Mobile Information Architecture

• Facets of information architecture • Characteristics of Mobile Information
▫ Information architecture Architecture
▫ Interaction design ▫ Keeping It Simple
▫ Information design ▫ Site Maps
▫ Navigation design ▫ Clickstreams
▫ Interface design ▫ Wireframes
▫ Prototyping
▫ Different Information Architecture for Different
Devices
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Mobile 2.0 Mobile 2.0

• Mobile 2.0,” borrowing from many of the same • Following is a recap of the original seven
principles behind Web 2.0. principles of Web 2.0:
• Each of these principles serves to transform the ▫ The Web as a platform
Web into a more agile and user-centered ▫ Harnessing collective intelligence
medium for delivering information to the ▫ Data is the next Intel inside
masses. ▫ End of the software release cycle
• Mobile development, under the bottlenecks of ▫ Lightweight programming models
device fragmentation and operator control, is ▫ Software above the level of a single device
sorely in need of a little reinvention as well. ▫ Rich user experiences

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Mobile 2.0 Mobile Design: Elements of Mobile Design, Tools
• Characteristics of Mobile 2.0 • Interpreting Design

▫ The Convergence of the Web and Mobile ▫ The Mobile Design Tent-Pole
▫ The Mobile Web Browser As the Next Killer App ▫ Designing for the Best Possible Experience
▫ Mobile Web Applications Are the Future
▫ JavaScript Is the Next Frontier
▫ The Mobile User Experience Is Awful
▫ Mobile Widgets Are the Next Big Thing
▫ Carrier Is the New “C” Word
▫ Mobile Needs to Check Its Ego
▫ We Are Creators, Not Consumers

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The Elements of Mobile Design Mobile Design Tools

• Context • Mobile design requires understanding the design
• Message elements and specific tools
• Look and Feel • The closest thing to a common design tool is
• Layout Adobe Photoshop, though each framework has a
• Color different method of implementing the design
• Typography into the application.
• Graphics • Some frameworks provide a complete interface
toolkit, allowing designers or developers to
simply piece together the interface
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Mobile Design Tools Mobile Design Tools

• Designing for the Right Device • Designing for Different Screen Sizes
▫ Now is the time to ask ▫ Mobile devices come in all shapes and sizes
▫ What device suits this design best? ▫ It can be incredibly difficult to create that best
▫ What market niche would appreciate it most? possible experience for a plethora of different
▫ What devices are the most popular within that screen sizes.
niche? ▫ How you design each screen of content depends
on the scope of devices you look to support
▫ The good news is that the vast majority of mobile
device screens share the same vertical or Portrait
orientation

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Designing for Different Screen Sizes

Any Queries
Top 10 Challenges in Mobile App Development with all versions of operating systems. Many industries limit their emphasis to only one
platform that decreases the range of app to users. Thus sustaining and making the apps
efficient across several platforms is really a tough and challenging task.
1. Validating and Evaluating user needs: The app developers face another challenge while dealing with different screen sizes and
Assessing user needs is one of the biggest challenges in deciding the direction and figuring devices that the app should fit into it. It is not a good option to develop an app for selected,
out what to develop. There is a vast competition in the mobile app industry in the market and few devices, and particular screen sizes. To develop an app to run smoothly across many
it is a tough task to get the stand and noticed by users. The app developers always working devices and many screen sizes is a principal challenge for developers. The developers need
to create innovative apps that users want. Determining the quality of an app depends upon a to look across the platforms while encouraging it for higher adoption and ensure the main logic
few factors and you might have few questions before evaluating a process. remains unchanged across different platforms.
The developers need to consider a different OS as well. Each operating system has its own
• What is the purpose of the application? respective UI objects and patterns. The developers require to conduct bug-fixing across all
• What are the functionalities need to be addressed while developing the app? the popular operating systems- iOS, Android, and Windows.
• Does the idea make you stand out from the crowd?
• Does the app easy for the users to use? When the application is easy and simple to use and gives a good experience to users, then
• Does the app get into the market according to the users need? only it will have many implications in the market. To build a better app, a good UI/UX design
is necessary which makes the app more interesting, simple, and gives more clarity.
2. Defining the target/competitive market:
6. Security:
The competition in the market is so aggressive as thousands of mobile apps trying to approach
with innovative things to stand out from the crowd. To reach out to the users in the market with Security issues in-app will be a troublesome concern for developers. The app should be free
shorter span is tricky. The app developers should understand which new idea will appeal the from malware problems, otherwise, it can create software or hardware disintegration which
highest values to the users for a longer time. They should research deeper to figure out how will require more time and money to address such issues.
they can keep their users more engaged and interactive. There is no proper instructions and guidelines available for Android apps. Google is trying to
The app developers should take the challenging task to innovate app with a high quotient to do much protection to overcome from such kind malware strain in the Play Store.
ensure building a loyal customer base. This will impact in outlining the target market from a But Apple provides enough strict rules to follow. The lack of security may cause misuse,
business perspective and the product will get sufficient monetization with a definitive market. manipulation, and poor UI which leads to unusual issues.
3. Managing the resources: With the widespread operating systems and device variants, ensuring security on applications
can be a tough task to reach optimum security norms. Establishing a connection with end
You might have a nice and innovative app idea, but it will go in vain if you are not trying to users is a challenging work for app developers. If the mobile app fails to connect with the end
convert into a marketable capital. The cost of development for an app always depends upon users, the complete efforts and money will go in vain.
the nature of the app. To monetize the app and manage the resources and finances will be a
challenging problem for some entrepreneurs or developers. 7. Application performance:
If you don’t figure out a proper channel for investing in your app idea, you will again include Along with the design and interaction, performance is also an important aspect of mobile
taking a loan or joint venture your product with someone to raise funds. Managing the funds development. To design a well performing and bug-free app that runs on minimum battery
effectively can be a challenging task to produce a profitable return on investment. consumption.
4. Choosing development technology: Performance is always considered as a post development feature. Different users see their
performance differently. It completely depends on the user’s device. It depends upon which
Choosing a core, constructive, and suitable development technology for an app will be a latest device they are using. The app might function on the latest devices as compared to
deciding factor for the developers. This gives you an idea of whether to make a native, hybrid, older devices. Many images, visual effects, caches, and integrated sensors also disrupt the
or a cross-platform app. performance of the devices.
There are lots of innovative technologies scattered on the market. But to gain a good
understanding of the advantages and disadvantages offered by each technology that suits 8. The productivity of the application:
your platform can be difficult. Choosing an outdated technology can result in more You might have noticed, often mobile apps quickly discharge the battery of your phone. This
expenditure, poor app performance, and a more user experience. Building an app that is causes an unwillingness for the customers to use them. Thus, it is necessary to approach
flexible and adaptable according to the client’s target is really a challenging task. seriously to the solution of this complex issue and need to be solved.
5. Compatibility with different OS versions: The battery life of the device has to be considered with sincerity by the app developers
because the users never want to experience the overheating of the device and much
With several operating systems existing these days, the developers need to plan accordingly consumption of power while using the app. Thus the developers need to test the battery
to make their apps in such a way that the application runs on various devices and compatible performance for their app and check whether the app drains the device battery quickly. To
design a bug-free, high-performance app that doesn’t consume excessive power is a Top 8 Security Issues in Mobile App Development
challenging task for app developers.
9. Customer Reviews & Experience:

Hordes of app release every single day and most of them carry important user information.
During the development of a business app, it is necessary to keep in mind for the developers
that they are making the app for the users and not for themselves. These apps are vulnerable to hacker attacks that look for weaknesses in apps, tap into them
All the in and out related to your mobile app is need to be analyzed before developing the app. and phish user information or implant a malware. However, according to studies, the number
Thus, your customers won’t find any issues while navigating your app.
of malware detections has dropped by 40% compared to 2017.
If you make your app complicated, it may lead to negative customer reviews. Thus the number
of downloads and active users will be reduced. So keep your app as simple as possible.
Include all the resources in app stores like images, videos, and files. Use icons and thumbnails
To ensure users really benefit from your app and at the same time are not left vulnerable,
which will help you to improve the user experience.
every mobile app development company needs to tackle these 8 security issues.
10. Marketing and promotion of App:
Marketing is a vital thing when you build an app. Most of the developers don’t give much focus 1. Picking up codes written by hackers
on marketing. This is challenging for mobile developers at a completely different level and
requires business savvy to be successful. One can develop an app with a great interface, Many hackers create codes hoping that app developers will pick them up to use their idea.
graphics, and functionality, but they are not going to get the returns of investment if they don’t
do better marketing. Many people do not seek to build apps from the ground up. Instead, they utilize easy
The following top challenges and goals marketers need to define for app marketing. frameworks and ready-made codes to customize them into their own app. A mobile app
• Discovery of App: How to make the app discoverable in every app store development company should not trust these third-party codes without verification, especially
• User acquisition: How to make the users install the app easily
if the app deals with sensitive user information.
• Customer retention: How to keep users involved through the app
• Monetization from App: setting the monetization model whether its free or premium
model and in-app advertising 2. Leaving the cache unchecked
Mobiles are known to be more susceptible to security breaches since it is easy to access the
Conclusion:
cached information inside them. Develop an app that utilizes a smart cache cleaning cycle
With the ever-changing landscape of technology, the mobile app development getting tough
for app developers to keep up with. They must uncover the challenges to be successful in the that works automatically or requires a password for use.
competitive market. There are boundless opportunities available to build better user
experience for the mobile app. By exceeding the challenges with innovative technological 3. Not performing security testing thoroughly
insight and flexible skillset gives app developers a strong competitive edge to build a vast user
base for app. It is the duty of an app developer to go through proper security testing and take appropriate
If you can overcome all the advance developmental sprints, the app to the end user will measures to fix vulnerabilities. Many developers get sloppy and release their apps in beta
definitely much successful. If you find any of the above challenges in your app development
project, then we can help you out to overcome them. modes that leave users at risk. This not only affects the customer’s data, but also results in
negative brand publicity that will hurt your app. So test your app properly, check every aspect
including the camera, GPS, and sensors. Also, disable NSLog statement on iOS that stores
the debug information in case of an app crash. For Android users, the log is generally cleared
when the device reboots.

4. Weak or no encryption
Encryption algorithms are the first line of defense when it comes to blocking hackers from
attacking user phones and even the servers. But remember that with the rise in technology,
these encryptions also need to be upgraded. There have been apps that stored user
information in simple language and were hacked too easily.
5. Lack of server-side security
Many app developers may provide better security for their apps, but their server-side security
is susceptible to attack. Such negligence can cause loss of sensitive data such as credit card
information, personal identification information, and more. If you deal with collecting big data
of users, get a certified Secure Sockets Layer (SSL) and avoid using low-grade security
encryption to avoid leaks of your analytics and advertising information.
6. Slow upgrades and patching
Once you launch your app, hackers start working on exploiting the weakness of your app.
Once these are exposed, it is imperative that you start plugging the holes and update the users
with immediate patches to restore the app’s functioning as well as the faith of the users.
Remember, there is no margin of error if you deal with sensitive information. A lack or delayed
fixing of issues might make your app obsolete too.
7. Protecting the device with Enterprise Mobility Management (EMM)
An EMM solution will work great at protecting the device from getting a jailbreak or being
rooted. This avoids the removal of built-in security that a mobile operating system offers to
keep the data safe for long. Using an EMM will also provide a way to authenticate users before
launching an app and can be used to apply various security policies to prevent data hacking.
8. No plan to obstruct physical breaches
A mobile application development company should think beyond the digital realm. Chances
are that the device is lost or stolen. Apps can be made to implement session timeouts weekly
or monthly to clear the device of stored passwords.
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INTRODUCTION
 1960s:mathematical computation association with

computation time
 Time-shared systems: more reasons for delays: contention
QUALITY OF SERVICE for computational resources
MODULE 4  World wide web: means graphics, & network congestion
effect response time
 All theseconcerns are usually discussed under the term

COMPILED BY PROF.HUSSAIN SYED, Quality of Service (QoS)
VIT-AP
2
2
► BASIC HUMAN VALUES ► BASIC HUMAN VALUES

2. “Harmful mistakes should be avoided”
 This may sometimes means the pace of work must slow.
1. Time is precious
 Speedy and quickly done work can result in users:
Lengthy or unexpected system response time can
 learningless
produce:
 reading with lower comprehension
Frustration
 making more ill-considereddecisions
Annoyance
 committing more data-entryerrors
Eventual anger
 Stress can
build in all these situations, especially if the
 which lead to frequent errors and low satisfaction damage is big.
3 4
► BASIC HUMAN VALUES QUALITY OF SERVICE

3. “Reduce user frustration”
 Frustration results in making mistakes and giving up working  Definition: QoS = a set of concerns that deal with issues such as
 Causes of frustration:
reliability or performance (e.g., response times, server failure, etc.)
 Long delays
 Crashes that destroy data  Why is it important in the context of HCI?
 Software bugs that produce incorrect results
 Influences the task performance/progress on a task
 Poor design that lead to user confusion
 Network environments generate further frustrations:  Influences the error rate
 Unreliable service providers
 Influences subjective satisfaction
 Dropped lines
 Email spam, and viruses
5 6
QUALITY OF SERVICE QUALITY OF SERVICE
 Responsibility of the UI designer:  Quality of service is mostly effected by decisions made by
 Network designers and operators
 Design UIs in a way that high (or rather well balanced) QoS is
 Interface designers and builders
guaranteed
 reduce byte count for web pages
 Avoid harmful mistakes, save time, reduce frustrations  reduce number of queries and access to the network
 Users may have the opportunity to choose from fast or
 Balance rapid performance with low error rates
slow services and from viewing low-resolution versus
 For this purpose the UI designer must understand certain QoS high-resolution images
aspects and how they affect the user/task performance

 For users the main concern for quality of service is computer
response time. 8
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QUALITY OF SERVICE ISSUES QUALITY OF SERVICE

Issues of Response time
ISSUES OF RESPONSE TIME
1. Model of Response-Time Impacts
2. User Expectations and Attitudes 1. MODEL OF RESPONSE-TIME IMPACTS
3. User Productivity
2. USER EXPECTATIONS AND ATTITUDES
4. Variability in Response Times
5. Frustrating Experiences 3. USER PRODUCTIVITY
 Other issues 4. VARIABILITY IN RESPONSE TIMES
 Application crashes
5. FRUSTRATING EXPERIENCES
 Unreliable network services
 Malicious threats 9 10
MODEL OF RESPONSE-TIME IMPACTS MODEL OF RESPONSE-TIME IMPACTS
 Response Time = Number of seconds it takes from the  Simple model of response time
moment a user initiates an action (e.g., by pressing a button  Users (1) initiate, (2) wait for response, (3) watch results, (4)
or ENTER) until the computer begins to present results on think for a while, and initiate again
the display, printer, etc.  Response time (?)
 The response commonly leads to the user formulating a new goal  Think time (?)
 Computer response times can be measured and/or predicted
User Think Time = Time that users think before initiating

the next action
 User think times are very difficult to measure or predict
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MODEL OF RESPONSE-TIME IMPACTS ► MODEL OF RESPONSE-TIME IMPACTS
 More realistic model of response time ➢ For a given user and task, there is a preferred
 People will use whatever time they have to plan ahead response time
Long response time Short response time
➢ Lead to wasted effort and ➢ May generate a faster pace in
more errors, because the which solution plans are
solution plan must be prepared hastily and
reviewed repeatedly incompletely
➢ Causes uneasiness because ➢ The user may pick up the

the penalty for error increases pace of interface and fail to
fully comprehend the
13 presented materials
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MODEL OF RESPONSE-TIME IMPACTS ► MODEL OF RESPONSE-TIME IMPACTS

 Overall majority of users prefer rapid interactions, however,
overall productivity depends on
 interaction speed
 error rates
 Display Rate
 ease of recovery from errors
 Alphanumeric displays: The speed in characters per second
 Lengthy response times (>15 seconds) are harmful to
productivity at which characters appear for the user to read. e.g., 120cps
for mobile devices
 increasing error rates and decreasing satisfaction
 Rapid response times (1 second or less) are preferable, but can  World Wide Web Applications: Display rate may be limited
increase errors for complex tasks if the user does not spent by network transmission speed or server performance
sufficient time to think.
 The high cost of providing rapid response times and the loss 15 16
from increased errors must be evaluated in the choice of an
optimum pace
MODEL OF RESPONSE-TIME IMPACTS MODEL OF RESPONSE-TIME IMPACTS

Challenges Cognitive Models of Human Performance
➢ General issues that need to be considered by designers ➢ Can help to determine the User Think Time and based on it the
and/or network managers when specifying QoS levels:
appropriate Computer Response Time
➢ Technical feasibility
➢ Costs ➢ Problem: Such models are very hard to create
➢ Task complexity ➢ Example:
➢ User expectations
➢ Look at the short and long term memory
➢ Speed of performance
➢ Error rates & Error-handling procedures ➢ How do both work, how many chunks of information can
➢ This is furthermore influences by: users comprehend and process per second?
➢ Different user personalities ➢ Do users plan ahead in there short term memory?
➢ Familiarity with computers
➢ Different experiences with tasks ✓ Answering such questions might help to determine how long
17 users need to compile/calculate a task/action before they initiate 18
➢ Motivation the next action but also how long a response can be before the
task productivity goes down
► MODEL OF RESPONSE-TIME IMPACTS ► MODEL OF RESPONSE-TIME IMPACTS
 Reading textual information from a screen is a challenging

cognitive task
 Users relax when the screen fills instantly
 It is useful to display text first, leaving space for the  When using an interactive computer system users may
graphical elements formulate plans and have to wait for execution time of each step
 Short term and working memory are highly volatile  Ifthere is an unexpected result (error), or long delay, then users
 Disruptions cause loss of memory may forget part of the plan or be forced to review the plan
 Delays require that memory be refreshed
continually
 Visual distractions, noisy environments, and anxiety
interfere with cognitive processing
19 20
► MODEL OF RESPONSE-TIME IMPACTS MODEL OF RESPONSE-TIME IMPACTS

Ideal Conditions
Limitations of short-term and working memory ➢ Users have adequate knowledge of objects and actions necessary
 Magic number
for the problem-solving task
 The average person can rapidly recognize seven chunks of information
at a time ➢ Solution plan can be carried out without delays
 This information can be held for 15 to 30 seconds in short-term memory ➢ Distractions are eliminated
 Size of the chunks depends on the person' s familiarity with the material
➢ User anxiety is low
 Short-term memory and working memory are used in conjunction for
processing information and problem solving ➢ There is feedback about progress towards the solution
 Short-term memory processes perceptual input
➢ Errors can be avoided or, if they occur, can be handled easily
 Working memory generates and implements solutions
 People learn tocope with complex problems by developing higher-level
concepts using several lower-level concepts brought together into a single
chunk
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✓ These ideal conditions help to achieve rapid task performance, 22
low error rates and high satisfaction.
MODEL OF RESPONSE-TIME IMPACTS QUALITY OF SERVICE

Other Issues
➢ Novices may exhibit better performance with somewhat slower ISSUES OF RESPONSE TIME
response times
1. MODEL OF RESPONSE-TIME IMPACTS
➢ Novices prefer to work at speeds slower than those chosen by
knowledgeable, frequent users 2. USER EXPECTATIONS AND ATTITUDES
➢ When there is little penalty for an error, users prefer to work more 3. USER PRODUCTIVITY
quickly
4. VARIABILITY IN RESPONSE TIMES
➢ When the task is familiar and easily comprehended, users prefer
more rapid action 5. FRUSTRATING EXPERIENCES
➢ If users have experienced rapid performance previously, they will 23
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expect and demand it in the future
USER EXPECTATIONS AND ATTITUDES USER EXPECTATIONS AND ATTITUDES
➢ Overview Questions:
➢ How long will users wait for a computer to respond before they
will become frustrated?
➢ Will users be more happily to wait for a valued document than ➢ It is important that designer need to understand such
a low-quality output? issues
➢Related design issues may clarify the question of acceptable

response time
➢ Factors that influence acceptable response time:
➢ Two-second limit appropriate for many tasks
➢ But users have adapted a working style and expectation based 1. Prior established expectations
on responses within a fraction of a second. e.g., key typed,
wheel turn, … 2. Users’ individual tolerance for delays
➢ In other situations, users are accustomed to longer response 3. Task difference
times. e.g., traffic light 25 26

1. Prior established expectations
1. Prior established expectations
➢ Based on their past experiences, users often have established ➢ Consequence: Be careful with varying performance in different
expectations in regard to the time that is required to complete a task situation
➢ What would be your reaction when the system response is: ➢ Performance up/down may lead to concern/frustration
➢ Almost as you expected
➢ Later than expected ➢ Need to balance concern and frustration
➢ Sooner than expected
➢ Very much sooner than expected
➢ Example: Network speed
➢ Response-time choke ➢ “Typical” usage times (fast) vs. peak times (slow)
➢ A system is slowed down when the load is light and potential
performance high ➢ Purposely slowing the network down during “typical” usage
➢ Makes the response time more uniform over time and across users,
avoiding expectations that can’t always be met
27 times may have a positive effect on the user experience 28

2. Users’ individual tolerance for delays 3. Task Difference
➢ There is a large variation in what users consider being an ➢ Task Difference is task complexity and user familiarity with the task
acceptable waiting time ➢ Task Difference:

➢ Repetitive tasks that require little problem solving
➢ Influencing factors:
➢ Performance expectations rather high / low response times
➢ Personality
➢ Complex tasks with several action options at every step
➢ Mood
➢ Response time not as crucial: User plans ahead during longer
➢ Time of the day
response times
➢ Skill level (novice vs. expert) – Novice users may wait much longer
➢ Perception of pressure to complete a task ➢ Real-time response tasks
➢ Cost ➢ Some tasks simply require a fast response (less than 10 ms)
➢ Age 29 30
➢ Cultural context
3. Task Difference General observations:
In summary, three conjectures emerge:
➢ Some tasks place high demands on rapid system performance
➢ e.g., User-controlled 3D animations, simulators, VoIP telephony 1. Individual differences are large and users are adaptive. They will work
faster as they gain experience and will change their working strategies as
➢ The range of response time is highly varied across web sites response time change. It may be useful to allow people to set their own
➢As response times increase, users find pace of interaction (e.g., in games)
web-page content less interesting and 2. For repetitive task, user prefer and will work more rapidly with short
response times.
➢lower in quality may affect a
3. For complex tasks, users can adapt to working with slow response time
company’s image. with no loss of productivity, but their dissatisfaction increases as response
time lengthen.
Finally
➢ Users are highly adaptive and can change their working style to
accommodate differences in response time (e.g., slow down, multitask,
31 plan ahead)
➢ Still: Dissatisfaction grows with growing response times 32
QUALITY OF SERVICE USER PRODUCTIVITY

Overview
➢ Response times   productivity 
ISSUES OF RESPONSE TIME ➢ Long response times may lead to users finding shortcuts or ways for
concurrent processing
1. MODEL OF RESPONSE-TIME IMPACTS ➢ Working to quickly may lead to errors and can decrease productivity
HCI goal: Increase productivity: Requires studying response times and user
2. USER EXPECTATIONS AND ATTITUDES behavior.
Problem: The response time/productivity relation changes based on the task and
3. USER PRODUCTIVITY user
1. Repetitive control task (may have more influence)
➢ Shorter response time means users responds more quickly
➢ decisions may not be optimal, but penalty for a poor choice is
small
5. FRUSTRATING EXPERIENCES ➢ Reduced response time lead to more productivity (Goodman and
Spence )
➢ Slower response time lead to more accuracy (Teal and Rudnecky )
33 34
USER PRODUCTIVITY USER PRODUCTIVITY

2. Complex problem solving tasks actions (less influence) Some studies and their results
➢ Users will adapt their work style to the response time
➢ The time to solution was invariant with respect to response time ➢ Control Task
(According to Grossberg, Wiesen, and Yntema ) ➢ R < 1 sec. leads to good productivity
➢ Error rates were lowest as 12 sec response time, but productivity ➢ Data Entry Task
➢ R < 1 sec. Leads to poor productivity (errors may occur through
increased linearly with reduction in response time ( According to
anticipation behavior)
Barber and Lucas ).
➢ Complex Task
➢ Invariant: Users will adapt
➢ Statistical Problem Solving Tasks
➢ Invariant: Users will adapt
35 36
USER PRODUCTIVITY QUALITY OF SERVICE
Summary
➢ Users pick up the pace of the interface
➢ Users consistently prefer a faster pace 1. MODEL OF RESPONSE-TIME IMPACTS
➢ Error rates at shorter response times increase with the 2. USER EXPECTATIONS AND ATTITUDES
cognitive complexity of the task
3. USER PRODUCTIVITY
➢ Each task appears to have an optimal pace and
response times that are shorter or longer than this pace 4. VARIABILITY IN RESPONSE TIMES
lead to increased errors
37 38
VARIABILITY IN RESPONSE TIME VARIABILITY IN RESPONSE TIME

Overview Studies suggest (summary)
➢ Users get confused if they encounter response times that are significantly below ➢ Modest variations in response time (+/- 50% of the mean) appear to
or above the expected or typical response time tolerable and have little effect on performance
➢ If the variation is high (e.g., 0.5 or 15 sec. for a 3 sec. response) this may be
➢ Frustration emerges only if delays are unusually long (  twice the
detected
anticipated time)
➢ As a UI designer one need to indicate such unusual fast or slow responses
➢ If the variation is more modest (e.g., 75% of participants in a study were able to ➢ Anxiety about an erroneous command may emerge only if the
detect 8% variations in 2-4 sec.) response time is unusually short (roughly 25% of the anticipated
➢ As a UI designer it may be advisable to put restrictions on response time time)
variability
➢ Even with extreme changes users appear to be adaptable enough to
39 40
complete their task
VARIABILITY IN RESPONSE TIME QUALITY OF SERVICE

Implications on Web Sites
➢ Guidelines (examples)
➢ Look at the average download rate and adjust your byte count
➢ Load text first 1. MODEL OF RESPONSE-TIME IMPACTS
➢ Give users control over size/quality of multimedia elements
2. USER EXPECTATIONS AND ATTITUDES
(images/video/sound)
➢ Other issues 3. USER PRODUCTIVITY
➢ Tradeoff: Response time vs. resource expenditure

➢ Studies suggest that high response times lead to:
➢ Reduced interest in a web-site
➢ Reduced quality perception of sites 41 42

➢ Company images 
FRUSTRATING EXPERIENCES FRUSTRATING EXPERIENCES (CONT.)
 Sincefrustration, distractions, and interruptions can impede smooth
 46% to 53% of users’ time was seen as being wasted progress, design strategies should enable users to maintain concentration.
 Recommendations include improving the quality of service and  Three initial strategies can reduce user frustration:
changes by the user 1. Reduce short-term and working memory load
 Poor quality of service is more difficult in emerging markets and
2. Provide information abundant interfaces
developing nations
3. Increase automaticity
 User training can help
 Automaticity in this context is the processing of information (in
 Email a common application, but also a common source of response to stimuli) in a way that is automatic and involuntary,
frustration occurring without conscious control.
 An example is when a user performs a complex sequence of
 Viruses also a problem actions with only a light cognitive load, like a driver following a
43 familiar route to work with little apparent effort. 44
ANY QUESTIONS???
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User Documentation and Online Help: Introduction, Online Vs Paper Documentation, Reading from paper • Online tutorial: An online training environment that uses electronic media to teach novices by explaining
Vs from Displays, Shaping the content of the Documentation, Accessing the Documentation, Online tutorials objects and actions through textual descriptions, graphical imagery, and interface screen grabs. The scope of the
and animated documentation, online communities for User Assistance, The Development Process tutorial can vary greatly, from brief two-minute introductions to week-long computer based training courses.
• Animated demonstration: Appealing animated graphics presented as a slide show, series of screen captures,
Introduction or well-produced video engage users and show the actual interface, often with verbal explanations.
Modern interactive systems are expected to provide online help, online manuals, and interactive.
• Guides: Audio or video recordings of authoritative personalities or animated characters who provide
tutorials to serve user needs for training and reference. In fact, as displays appear in cars, phones, cameras,
introductions or focused segments that cover key topics.
public kiosks, and elsewhere, ubiquitous online help should be the norm.
Even though increasing attention is being paid to improving user-interface design, the complexity and
diversity of interactive applications are also growing. Online Vs Paper Documentation
There will always be a need for supplemental materials that aid users, in both paper and online forms. There are many reasons to have online manuals include:
Some of the many forms of traditional paper user manuals are:
• Installation manual with step-by-step instructions to set up an application • Physical advantages:
• Brief getting-started notes to enable eager first-time users to try out features • Information is available whenever the information appliance or computer is available. There is no need
• Introductory tutorial to explain common features to locate the correct manual.
• Thorough tutorial that covers typical and advanced tasks The harsh reality is that many users lose their paper manuals or do not keep them current with new
• Detailed reference manual with all features covered versions of the software.
• Quick reference card with a concise presentation of the syntax • Users do not need to allocate physical workspace to opening up manuals. Paper manuals can be clumsy
• Conversion manual that introduces the features of the system to users who are knowledgeable about a similar to use and can clutter a workspace.
system or previous versions of the same system. • Information can be electronically updated rapidly and at low cost. Electronic dissemination of
There are also diverse ways of providing guidance to users online. Most forms of paper manuals now exist revisions ensures that out-oi-date material cannot be retrieved inadvertently.
online, but popular variations include:
• Navigation features
• Online manual: An electronic form of comprehensive paper manuals that cover the interface features. Online • Specific information necessary for a task can be located rapidly if the online manuals offer indexes,
manuals make the text more readily available, searchable, and up-to-date, but they may be difficult to read, tables of contents, lists of figures, glossaries, and lists of keyboard shortcuts.
annotate, and absorb. • Searching for one page in hundreds can usually be done much more quickly on a computer than in a
• Online help: Brief descriptions of specific topics to help users cope when problems arise. Online help can paper manual.
provide indexes of terms, keyword searches, step by-step guidance, and access to complementary web • Linking within texts can guide readers to related materials; linking to external materials such as
information. dictionaries, encyclopedias, translations, and web resources can facilitate understanding.
• Context-sensitive help: User-controlled interactive help, ranging from simple balloon help explaining objects
to system-initiated assistants that monitor users' activities and provide relevant information. • Interactive services
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• Readers can bookmark and annotate the text and send text and annotations by e-mail. Numerous studies have found proofreading of text on computer displays, compared to on paper. The
• Authors can use graphics, sound, color, and animations that may be helpful in explaining complex potential disadvantages of reading from displays include these:
actions and creating an engaging experience for users
• Readers can turn to newsgroups, list servers, online communities, e-mail; chat, and instant messaging • Fonts may be poor, especially on low-resolution displays. The dots composing the letters may be so large that
for further help from other users. each is visible, making users expend effort to recognize characters. Monospace (fixed-width) fonts, lack of
• Blind users (or busy users on the move) can use screen readers and listen to instructions. appropriate kerning (for example, adjustments to bring "V" and "A" closer together), inappropriate inter-letter
and interline spacing, and inappropriate colors may all complicate recognition.
• Electronic advantages
• Online manuals are cheaper to duplicate and distribute than paper manuals. • Low contrast between the characters and the background and fUZZY character boundaries also can cause
However, these advantages can be compromised by potentially serious negative side effects: trouble.
• Displays may not be as readable as paper manuals.
• Each display may contain substantially less information than a sheet of paper. The display resolution is • Emitted light from displays may be more difficult to read by than reflected light from paper; glare may be
also lower than that for paper, which is especially important when pictures or graphics are used. greater, flicker can be a problem, and the curved display surface may be troubling.
• The user interface of online help systems may be novel and confusing to novices. By contrast, most
people are thoroughly familiar with the "user interface" of paper manuals. • Small displays require frequent page turning; issuing the page-turning commands is disruptive, and the page
• The extra mental effort required for navigating through many screens may interfere with concentration turns are unsettling, especially if they are slow and visually distracting.
and learning, and annotation can be difficult.
• Splitting the display between work and help or tutorial windows reduces the space for work displays. If • Reading distance is easily adjustable for paper, while most displays are fixed in place, and display placement
users must switch to a separate help or tutorial application, the burden on short-term memory can be may be too high for comfortable reading (optometrists suggest reading be done with the eyes in a downward-
large. Users may lose the context of their work and have difficulty remembering what they read in the looking direction). Users of tablet computers and mobile devices often hold their displays in a lower position
online manual. Large displays provide a potential resolution for this problem for desktop applications. than desktop displays, to facilitate reading.
• Small devices such as cell phones do not have enough display space to provide online help. They
usually have to rely on paper manuals or separate web-based online manuals and tutorials. • Layout and formatting can be problems-for example, improper margins, inappropriate line widths or
awkward justification (left justification and ragged right are recommended). Multicolumn layouts may require
Reading from paper Vs from Displays constant scrolling up and down. Page breaks may be distracting and waste space.
The paper surface and color, the typeface, character width, letter sharpness, text contrast with the paper,
width of the text column, size of margins, spacing between lines, and even room lighting all have been explored • Reduced hand and body motion with fixed-position displays, as compared to paper, may be more fatiguing.
in efforts to produce the most appealing and readable format.

In the last 50 years, the cathode ray tube (CRT), called the visual display unit (VDU) or tube (VDT), • Unfamiliarity of displays and the anxiety of navigating the text can increase stress.
became the alternate medium for presenting text. Early concerns about CRT radiation or other health hazards
have lessened as manufacturers, labor unions, and government agencies. The liquid crystal displays (LCDs) not
only eliminate radiation, but their designs consume less physical space.
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Shaping the content of the Documentation

Training and reference materials for computer systems were paper manuals. Writing these manuals was
led by junior member of the development team as a low-effort task at the end of the project. As a result, the
manuals were often poorly written, delayed or incomplete, and were tested inadequately.
The benefits of well-designed manuals include shorter learning times, better user performance, increased
user satisfaction. "Good online documentation is better than poor paper documentation and good paper
documentation is better than poor online documentation."
Towards minimal manuals
Learners are actively engaged in trying to make the system work, to read portions of the manual, to
understand the displays, to explore the functions of keys, and to overcome the many problems that they
encounter. The "active user paradox" states that users' eagerness to conduct meaningful activities often stops
them from spending time "just" learning, and therefore their skills remain mediocre. Learners apparently prefer
trying out actions on the computer, rather than reading lengthy manuals. They want to perform meaningful,
familiar tasks immediately and to see the results for themselves.
They apply real-world knowledge, experience with other interfaces, and frequent guesswork. The image Results of field trials and of dozens of empirical studies demonstrate that with improved manuals,
of the new user patiently reading through and absorbing the contents of a manual is rare in reality. learning time can be reduced substantially and user satisfaction can be.
These observations led to the design of minimal manuals that anchor the tool in the task domain, encourage Users benefit from seeing typical queries that demonstrate the syntax and serve as templates for other
active involvement with hands-on experience as soon as possible, promote guided exploration of system queries. In fact, complete sample tasks and interaction sessions are extremely helpful in giving a portrait
features, and support error recognition and recovery. of the interface features and inter action style.
The key principles of user-manual design as shown in below diagram: Visual aspects are helpful to readers, especially, with highly visual direct manipulation interfaces and
graphical user interfaces. Viewing numerous well-chosen screen prints that demonstrate typical uses enables
users to develop an understanding and a predictive model of the interface. Often, users will mimic the
examples in the manual during their first trials of the software.
Figures containing complex data structures, transition diagrams, and menus can improve performance
dramatically by giving users access to systems models created by designers.
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Use of the OAI model to design manuals Figure: A representation of users who know the task adequately but do not know the interface. Educational materials for
The object-action interface (OAI) model offers learning process and provide guidance to instructional- this community should explain the interface objects and actions, starting with plans.
materials designers.
If users have only partial knowledge of the task objects and actions then training in the task is the first step, They are equipped to learn about the interface representations. The instructional materials should start
shown in below diagram: with familiar objects and actions in the letter-writing task, link these concepts to the high-level interface objects
and actions, and then show the syntax needed to accomplish each task as shown in below diagram.
Figure: A representation of users who are knowledgeable about the task and high-level interface aspects and need to learn
only the specific visual representations and syntactic details. For example, someone who knows about writing scientific
Figure: A representation of users who know some of the task objects and actions but know nothing about the interface. A articles and is familiar with at least one word processor will find it relatively easy to acquire the low-level objects and
deeper knowledge of task objects and actions will give them a framework for learning about the interface. actions in another word processor.
For a task such as letter writing, users must learn about address blocks, salutations, content, and Knowledgeable users who understand the task and interface can move on to expert levels of usage with
signatures. Once users know the hierarchy of objects from the high-level down to the atomic and recognize the shortcuts that speed performance. Some users are complete novices, while others are knowledgeable about the
range of their high-level intentions own to their specific action steps as shown in below diagram: task (letter writing or word processing) but must learn a new tool (word processor).
These users need a presentation that shows the relationship between the metaphors and plans they know
and the new ones-these metaphors and plans are becoming increasingly standard across word processors, but the
dialog boxes, clicks, and keystrokes may vary. Finally, some users will have learned the task and interface
objects and actions but be unable to recall details of how to convert their plans into specific actions. These three
scenarios demonstrate the need for three popular forms of paper manuals: the introductory tutorial, the
conversion manual, and the quick reference.
The OAI model can also help researchers to map the current levels of knowledge in learning systems.
For example, users who are learning about database management systems for US.
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Many users will work through these sessions to verify their understanding, to gain a sense of
competence in using the interface, and to see whether the interface and the manual match. Another helpful In addition to these structural requirements, the manual should have sufficient examples and complete
guide to using a system is an overall flow diagram of activity as shown in below. sample sessions. Within a section that presents a concept, the author should begin with the reason for covering
the concept, describe the concept in task-domain semantic terms, then show the computer-related semantic
concepts, and, finally, offer the syntax.
Writing style should match users' reading ability. Subjects of a study on learning performance and
reading ability used a tutorial written at the fifth-, tenth-, or fifteenth-grade reading level. Higher reading ability
led to significant reductions in the completion time and number of errors and to higher scores on a concepts test.
Increased complexity of the writing style did not lead to significant differences on the performance variables,
and subjective preferences significantly favored the fifth-grade version. Subjects could overcome the complex
writing style, but the authors conclude, "The most sensible approach in designing computer dialogue is to use
the simplest language."
Accessing the Documentation

Online Manuals and Help
Figure: A transition diagram can be a helpful aid for users. This Fast Tips map, adapted from an early version of the In spite of improvements, however, most users avoid user manuals and prefer to learn interface features
Microsoft Support Network, gives telephone callers an overview and therefore capability to move rapidly within the by exploration. Even when problems arise, many users are reluctant to consult written documentation. Hence,
support service. Users identify relevant articles, which are faxed to them. designers have begun to explore new ways to provide help besides traditional user manuals.
Organization and writing style Kearsley offers examples of online help with empirical data about usage, and these guidelines:
Designing instructional materials is a challenging endeavor. The author must be knowledgeable about • Make the help system easy to access and easy to return from.
the technical content; sensitive to the background, reading level, and intellectual ability of the reader; and • Make online help as specific as possible.
skilled in writing lucid prose. • Collect data to determine what help is needed.
• Give users as much control as possible over the help system.
Assuming that the author has acquired the technical content, the primary job in creating a manual is to • Supply different help for different types of users.
understand the readers and the tasks that they must perform. A precise statement of the instructional • Make help messages accurate and complete.
objectives is an invaluable guide to the author and the reader. The sequencing of the instructional content • Do not use help to compensate for poor interface design.
should be governed by the reader's current knowledge and ultimate objectives. Precise rules are hard to identify,
but the author should attempt tell present concepts in a logical sequence in increasing order of difficulty, to Standard formats such as WinHelp and Windows HTML Help have stimulated development of a
ensure that each concept is used in subsequent sections, to avoid forward references, and to construct sections growing number of software tools, such as RoboHelp and help MATlC Pro. These tools facilitate coordination
that contain approximately equal amounts of new material. among teams of authors in creating interactive online help in multiple formats for multiple platforms.
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Online manuals display, info, or view) but not know which one to select. Worse still, there may not be a single command that
Most manufacturers now put their user documentation online. The low production and shipping costs of accomplishes the task, and there is usually little information about how to assemble actions to perform tasks,
CD-ROMs first encouraged hardware suppliers to produce online manuals that were exact images of the paper such as converting graphics into a different format.
manuals. Apple put its six-volume Inside Macintosh series for developers onto a single CD-ROM with scanned
images and hypertext links. Sometimes simple lists-for example, of keyboard shortcuts, menu items, or mouse shortcuts-can provide
the necessary information. Each item in the list might have an accompanying feature description. However,
Another Apple innovation was to create a CD-ROM guide for interface designers with more than a many designers recognize that such lists can be overwhelming and that users usually want guidance for
hundred animations of poor, good, and better designs. Modern designs assume that online manuals or web- accomplishing their specific intended tasks (for example, printing on envelopes).
based manuals will be available, usually with standard browsing interfaces to reduce learning effort. For mobile
devices, small displays limit the possibilities, but providing helpful instructions on the device to complement Users expect to be able to search through the full text of online documentation. In one approach, an
printed user manuals should still be a priority. expanding and contracting table of contents was combined with string-search capabilities and relevance
feedback indicating the number of "hits" on the table-of-contents listing. A series of three empirical studies
Although they are generated from the same source document (usually an XML document), online showed the effects of several improvements to the online documentation and compared it with the paper
manuals now tend to differ from paper manuals in many ways. Online manuals can benefit from all the physical version. Use of the electronic version was advantageous, especially when the search queries contained words
advantages, navigation features, and interactive services mentioned in. On the other hand, paper manuals have that were in the document headings or text. Browsing strategies were found to be most effective, but search by
traditionally housed supplementary local information that is often written in margins or included on slips of keywords proved to be a useful complement.
paper stuck in at the appropriate pages.
Context-sensitive help
Online manuals that allow for local annotations, synonyms, or translations have enhanced value. The ability to provide context-sensitive information is a powerful advantage of online help systems. The
Additional desirable services include bookmarking and automatic history keeping that allows backtracking. simplest way to take context into account is to monitor the cursor location and provide helpful information
Designers 'will be most effective when they design online manuals to fit the electronic medium and take about the object under the cursor. This form of user-controlled interactive object help is readily understandable
advantage of text highlighting, color, sound, animation, and especially string search with relevance feedback. to users and even fun to use. Another approach is to provide system initiated help called “intelligent help” that
tries to make use of the interaction history, a model of the user population, and a representation of their tasks to
A vital feature for online manuals is a properly designed table of contents that can remain visible to the make assumptions about what users need.
side of the page of text. Selection of a chapter or other entry in the table of contents should immediately User-controlled, interactive object help a simple approach to context sensitive help is based on the
produce the appropriate page on the display. interactive widgets in the interface. Users position the cursor on a widget (or other visible interface object) and
Online help then press a help key or remain still for a couple of seconds to produce information about the object on which
Online help offers concise descriptions of the interface objects and actions is probably most effective for the cursor is resting. In a common version of this technique, users simply move the cursor to the desired
intermittent knowledgeable users; it is likely to be less useful for novices who have more need for tutorial location and hover over the object, causing a small pop-up box to appear with an explanation of that object
training. The traditional approach of users is type or selects a help-menu item and to display a list of shown below.
alphabetically arranged topics for which there is a paragraph or more of helpful information that users can read.
This method can work, but it is often frustrating for those users who are not sure of the correct term for the task
they wish to accomplish. They may see several familiar terms (search, query, select, browse, find, reveal,
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User-controlled help can also be used for objects more complex than widgets, such as control panels or
forms. System-initiated help by keeping track of user actions, some researchers believe that they can provide
effective system guidance, such as suggesting that users should redefine their margins since they are indenting
every line.
The researchers prepared messages for expected error conditions, but they found User-controlled help
Figure: In Microsoft Office, when users hover over an icon, a ScreenTip appears that explains the command represented
can also be used for objects more complex than widgets, such as control panels or forms.
by the icon, providing help at the widget level.
System-initiated help by keeping track of user actions, some researchers believe that they can provide
A variant consists in turning on all the balloons at once, so that users can see all the explanations
effective system guidance, such as suggesting that users should redefine their margins since they are indenting
simultaneously. Another approach is to dedicate a portion of the display to help, which is updated automatically
every line
as users hover over or select interface widgets as shown below.
The researchers prepared messages for expected error conditions, but they found many users considered the
paper clip so intrusive that they immediately turned it off.
Figure: Clippit the Office Assistant guesses that a letter is being written and offers help to prepare a standard letter in
Word 2000.
Hybrid approaches more recently, intelligent help advocates have promoted a mixed-initiative approach
in which initiative is shared between the user and system and an advice-giving approach. Many users
considered the paper clip so intrusive that they immediately turned it off.
Figure: To rent a car, users fill in a form with information about their trips. As they click on a field (here, the "country of
residence" menu), context-sensitive, detailed help information appears on the left part of the screen, explaining why the
information is needed. Comments colored in red on the form indicate missing or incorrectly entered information and Online tutorials and animated documentation
provide directions to correct the data -for example, "Dropoff date must come after pickup date:' Notes in italics give brief An online tutorial is an interactive training environment in which users can view explanatory
directions and explain why the data is needed. descriptions of user-interface objects and actions, often tied to realistic task scenarios. There are many
approaches to the use of electronic media to teach users how to master an interface. Depending on the
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complexity of the interface and the amount of time users are ready to spend absorbing the tutorial materials,
they might be served well by an extensive computer-based training module, an animated demonstration of The opportunity for carrying out practice tasks as part of online tutorials is one of their greatest
features, or a recorded welcome message by a familiar person. It reviews a range of online possibilities, from strengths. Getting users to be active is one of the key tenets of the minimal-manual approach, and it applies
textual and graphical tutorials to animated demonstrations and guides. especially well to online tutorials. One study of hands-on practice methods for learning software compared free
exploration, exercises, and a combined format consisting of an exercise followed by free exploration. The type
A more ambitious approach to training is based on a complex model of learning patterns tied to carefully of practice did not affect the performance of the low experience subjects, but the performance of high-
designed educational tutorials that guide users and correct their mistakes. These have demonstrated impressive experience subjects significantly improved when they were trained using exercises.
outcomes, but the success stories are based on years of development, testing, and refinement. The successful
designs provide clear challenges, helpful tools, and excellent feedback. They do not depend on natural-language Creators of interactive tutorials must address the usual questions of instructional design and also the
interaction, but rather provide users with a clear context in which to work and control their learning experience. novelty of the computer environment. Sample documents for word processors, slides for presentation software,
and maps for geographic-information systems help users to experience the applications. Repeated testing and
Online tutorials refinement is highly recommended for tutorials.
One introductory tutorial for the Adobe PhotoShop package displays the exact steps users must make,
and then shows the actions being carried out using a recorded demonstration. Users just keep pressing the One attractive variant is the start-up tip: Each time users start the interface, they get a pop-up box
space-bar key to speed through the demonstration. Some users find this guided approach attractive; others are displaying a brief explanation of a feature. Some systems monitor user behavior and show start-up tips only for
put off by the restrictive sequencing that prevents errors and exploration. features that are not used by this particular user.
In contrast, Adobe's PhotoDeluxe includes an online tutorial that leads users through the multiple steps needed
for graphical image manipulation. Animated demonstrations
Animated demonstrations have become a modern high-tech art form. Manufacturers originally designed
them mostly to attract potential users of software or hardware by showing off system features using the best
animations, color graphics, sound, and information presentation that advertising agencies can produce. Those
demonstrations focus on building a positive product image.
More recently, demonstrations have become a standard technique to train users as they work. The focus
is on demonstrating step-by-step procedures and explaining the results of the actions. Automatic pacing or
manual control satisfies hands-off or hands-on users, respectively. Additional control to allow users to stop,
replay, or skip parts adds to the acceptability.
An animated demonstration can be prepared as a slide show, a screen-capture animation, or a video

recording of a person using the device. A slide show might be appropriate for form-fill-in or menu-based
interfaces, but animation is preferable to demonstrate direct-manipulation interactions such as drag-and-drop
Figure: Adobe's PhotoDeluxe includes an online tutorial that leads users through the multiple steps needed for graphical operations, zoom boxes, or dynamic-query sliders. A screen-capture animation is easy to produce with standard
image manipulation.
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tools such as Camtasia. These recordings can then be saved, possibly annotated or narrated, and then replayed Dynamap's multilayered design allows novices to start with a simple interface consisting of only a map
automatically by users. In our own explorations, we found that users appreciated the recorded voice in Level l and to move up to Level 2 or Level 3 when they are ready, adding dynamic-query filters and a scatter
explanations, which make the demonstrations livelier and lead to more compact demonstrations; however, plot, respectively.
providing scripts and subtitles is necessary to address the needs of users with disabilities. Also, a video
recording of a person using the interface can help clarify how special hardware is to be used-for example, to
demonstrate the two-handed operation of a drawing system or the unfolding of a telephone keyboard accessory.
Animated demonstrations have been shown to be more effective at conveying the purpose and use of a
tool than static explanations. Users have also been shown to be faster and more accurate to perform tasks after
being shown animated demonstrations rather than textual explanations. Surprisingly, however, the time and
error effect was reversed after a week, showing limitations to the benefits of using animations as teaching tools.
The authors suggest reinforcing the animations with textual explanations. Segmenting the animations may also
help comprehension and retention. Other studies show that the benefits of animations for learners may not be
clear, but that users usually enjoy this presentation style. Figure: Dynamap is a multilayered interface with three levels. Level 1, shown here, consists only of a map. Sticky notes
introduce the main functions and example tasks. The "show me" buttons initiate animated demonstrations that activate the
interface itself. Users can advance step by step through the demonstration or execute the commands themselves, following
Integrating the help facility by building overlays with sticky notes in which tasks such as searching for the directions. A sticky note also points to the buttons allowing users to move to levels 2 and 3.
or annotating a photo could be demonstrated by a sequence of three to five sticky notes. The sticky-note
Because of the multilayered interface design, the number of sticky notes needed at any level is small.
approach was also useful to help users get started
"Show me" demonstrations can be launched from the sticky notes, all from within the live interface itself. A
greater level of integration in the application permits users to alternate between watching a demonstration and
trying other steps by themselves.
Computer-game designers deserve credit for advancing the art of the animated demonstration, with
lively introductions that show samples of how the game is played. With public kiosk games, the motivation is
clear: getting users to put their money in the machine. Demonstrations have to explain the game and make it
seem appealing and challenging, all within 30 seconds.
Guides
Audio and video recordings of human guides, such as the marketing manager for the software, a famous
personality related to the content, or a cartoon character for children, can lead users through a body of
knowledge. A pioneering effort was the GUIDES 3.0 project, in which a Native American chief, a settler 'wife,
and a cavalryman appear as small photographs on the display to guide readers through the materials by offering
their points of view on the settling of the American West. When selected, the guides tell their stories through
Figure: In PhotoFinder, sticky notes give the four main steps to annotate photos and provide a menu of tasks for which
video sequences. In addition, a modern 'woman is available in TV format to help guide the readers through
more help is available.
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UNIT-V UNIT-V
using the system. This approach does not anthropomorphize the computer, but rather makes the computer a
medium of communication, much as a book enables an author to speak to readers by way of the printed page.
For games and children's software, a cartoon character has been shown to be equally helpful and appealing as a
real person.
Introductions to online services such as CompuServeor America Online., web sites such as the library of
Congress, and Bill Gates' CD-ROM book The Road Ahead welcome new users and offer guidance about which
features to begin using. Audio tours of art galleries have also become popular at many museums. An informed
and engaging curator such as J. Carter Brown can lead visitors through the National Gallery of Art in
Washington, D.C., but users can control the pace and replay sections. The well-designed CD-ROM A Passion
for Art has several authoritative guides explaining the software, discussing history, and exploring the
impressionist art in the Barnes collection, a still photo or a video of the speaker is accompanied by spoken text
to guide users through the software and the collection.
Figure: Using Google Groups, users can post questions on discussion boards and get answers from other users. A search
Audio or video lectures may be recorded for playback on the computer or on a separate system. Video
for "photomesa" in comp.os.os2.apps finds a thread of 18 messages discussing this photo browser. Each group has a list of
Professor has become a successful company selling such introductions for dozens of popular software threads, and a directory helps users find the most appropriate group.
programs. These videos are tutorials, meant to be viewed from beginning to end, rather than a way of getting Responses can be received in seconds or, more typically, minutes or hours, but the downside is that
help when problems emerge. users must publicly expose their lack of knowledge and risk getting incorrect advice. In one simple but positive
example, a broadcast message produced the answer to a user's query in 42 seconds:
Online communities for User Assistance

Time: 18:57:10
Instead of natural-language conversations with computers to get help, interaction with other people
Fran: <azir>
online is proving to be effective. This communal approach may employ e-mail, chat, or instant messaging for
after i change a list to a group, how long before I can use it?
question asking and responses. Questions can be sent to a designated help desk or staff person, or posted on a
Time: 18:57:52
discussion board as shown in below.
Fran: starlight on a moonless night <clee>
you can use it immediately
The communal broadcast approach is increasingly appealing because of the low cost to software
maintenance organizations and help-desk staff. Many respondents get a sense of satisfaction from being able to
help others and demonstrate their abilities. Some are motivated to achieve prominence within a community in
the hope of gaining consulting contracts. Microsoft has made an ambitious effort to use online communities to
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UNIT-V UNIT-V
provide assistance for professionals and novices. They reward active contributors with a most Valuable Informal walkthroughs with users are usually an enlightening experience for software designers and
Professional citation on the web site, thereby steering consulting opportunities to these active contributors. manual writers. Potential users are asked to read through the manual and to describe aloud what they are seeing
Purchasers of more expensive software expect and may pay for dedicated help-desk services, which and learning.
promise e-mail or chat responses 'within hours or minutes. They may also pay for telephone-based customer Field trials with moderate numbers of users constitute a further process for identifying problems with the
service to get personalized help. Government agencies are often required to provide help to citizens, especially user manual and the software. Field trials can range in scope from half an hour with half a dozen people to
at tax-filing time, but these personal services can be costly to provide. several months with thousands of users. One effective and simple strategy is for field-trial users to mark up the
manual while they are using it. They can thus rapidly indicate typos, misleading information, and confusing
The Development Process sections.

Software and the accompanying manuals are rarely truly completed rather they go into a continuous
Recognizing the difference between a good and a bad user manual is necessary for producing a
process of evolutionary refinement. Each version eliminates known errors, adds refinements, and extends the
successful manual on time and within a reasonable budget. Production of a manual, like any project, must be
functionality. If the users can communicate with the manual writers, then there is a greater chance of rapid
managed properly, staffed with suitable personnel, and monitored with appropriate guidelines as shown in
improvement. When possible, keeping logs of the use of help materials and help-desk calls will determine
below.
which part of the system needs modification.
Development process guidelines
 Seek professional writers and copy writers.

 Prepare user manuals early (before implementation).
 Review drafts thoroughly.
 Field test early editions.
 Provide a feedback mechanism for readers.
 Revise to reflect changes regularly.
Getting started early is invaluable. If the manual-writing process begins before the implementation, there
will be adequate time for review, testing, and refinement. Furthermore, the user manual can act as a more
complete and comprehensible alternative to the formal specification for the software. Implementers may miss or
misunderstand some of the design requirements when reading a formal specification; a well-written user manual
may clarify the design. The manual writer becomes an effective critic, reviewer, or question asker who can
stimulate the implementation team. Early development of the manual enables pilot testing of the software's
learnability even before the interface is built. In the months before the software is completed, the manual may
be the best way to convey the designers' intentions to potential customers and users, as well as to implementers
and project managers.
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ARULKUMAR V Ap/CSE

ARULKUMAR V Ap/CSE ARULKUMAR V Ap/CSE

MOBILE ECOSYSTEM - LAYERS MOBILE ECOSYSTEM - LAYERS

ARULKUMAR V Ap/CSE ARULKUMAR V Ap/CSE

MOBILE ECOSYSTEM - LAYERS MOBILE ECOSYSTEM - LAYERS

ARULKUMAR V Ap/CSE ARULKUMAR V Ap/CSE

Platforms - Licensed Platforms - Proprietary

ARULKUMAR V Ap/CSE ARULKUMAR V Ap/CSE

Platforms - Open Source Application Frameworks

Application Frameworks Application Frameworks

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Types of Mobile Applications MOBILE WEB WIDGETS

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Mobile Web Widgets Mobile Web Widgets

Figure 6-4. An example mobile web widget

Mobile Web Widgets Games

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Games Mobile Information Architecture

ARULKUMAR V Ap/CSE ARULKUMAR V Ap/CSE

Mobile Information Architecture Mobile Information Architecture

Mobile 2.0 Mobile 2.0

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Mobile 2.0 Mobile Design: Elements of Mobile Design, Tools

• Characteristics of Mobile 2.0 • Interpreting Design

ARULKUMAR V Ap/CSE ARULKUMAR V Ap/CSE

The Elements of Mobile Design Mobile Design Tools

Mobile Design Tools Mobile Design Tools

ARULKUMAR V Ap/CSE ARULKUMAR V Ap/CSE

Designing for Different Screen Sizes

9. Customer Reviews & Experience:

when the device reboots.

information in simple language and were hacked too easily.

5. Lack of server-side security

encryption to avoid leaks of your analytics and advertising information.

6. Slow upgrades and patching

fixing of issues might make your app obsolete too.

7. Protecting the device with Enterprise Mobility Management (EMM)

8. No plan to obstruct physical breaches

or monthly to clear the device of stored passwords.

 1960s:mathematical computation association with

 All theseconcerns are usually discussed under the term

► BASIC HUMAN VALUES ► BASIC HUMAN VALUES

► BASIC HUMAN VALUES QUALITY OF SERVICE

aspects and how they affect the user/task performance

QUALITY OF SERVICE ISSUES QUALITY OF SERVICE

MODEL OF RESPONSE-TIME IMPACTS MODEL OF RESPONSE-TIME IMPACTS

User Think Time = Time that users think before initiating

➢ Causes uneasiness because ➢ The user may pick up the

MODEL OF RESPONSE-TIME IMPACTS ► MODEL OF RESPONSE-TIME IMPACTS

MODEL OF RESPONSE-TIME IMPACTS MODEL OF RESPONSE-TIME IMPACTS

 Reading textual information from a screen is a challenging

► MODEL OF RESPONSE-TIME IMPACTS MODEL OF RESPONSE-TIME IMPACTS

MODEL OF RESPONSE-TIME IMPACTS QUALITY OF SERVICE

➢Related design issues may clarify the question of acceptable

USER EXPECTATIONS AND ATTITUDES USER EXPECTATIONS AND ATTITUDES

USER EXPECTATIONS AND ATTITUDES USER EXPECTATIONS AND ATTITUDES

acceptable waiting time ➢ Task Difference:

QUALITY OF SERVICE USER PRODUCTIVITY

USER PRODUCTIVITY USER PRODUCTIVITY

VARIABILITY IN RESPONSE TIME VARIABILITY IN RESPONSE TIME

VARIABILITY IN RESPONSE TIME QUALITY OF SERVICE

➢ Other issues 3. USER PRODUCTIVITY