HCI Exam Answer

Question 1
(a) 1. Perception
In the user profile table, it is obvious to know that 20% of the users are colour
blind. It plays an important role while designing the application as the color
selection for the user interface will highly affect the meaning received by the users
on their first sight. If impropriate color was applied, users will face difficulty
while reading the words on the buttons or the feature’s description.
Besides, eyes acting as one of the most important sensory units to be considered
while navigating the application. The font size is required to take into
consideration. The primary users are categorized as 20 years and above. Hence,
some users might face the short sight problem that affect their reading if the font
size is not big enough for them. In a result, they will require more time to
understand the meaning of the textual representation.
2. Cognition
Possible error can be happened towards the layout and arrangement of each page
in the application. An unclear design will cause users to spend extra time to figure
out the function of each button or control. For example, users will not be able to
locate the payment or transfer feature in the Touch ‘n Go application immediately.
Besides, most of the adult learners are able to store between 5 to 9 items of
information at once in their short-term memory. The goal is not giving them too
much information at the same time to increase the brain’s burden. If displaying
lots of information in one page, it will lead to frustration and discourage the users
from using the application. Hence, the decision of the shown contents is required
to be wisely consider based on the amount of the information that can goes to the
short-term memory.
(b) Perception:
1. Use simple and plain color instead of using too many contrasting colors while
designing the application. It will allow the color blinds to have a clearer view
and locate the information they want in the shortest time.
2. Dark mode can be applied for some users’ preferences as sometimes users will
find that the screen will be too bright in light mode and result in dazzling the
users.
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3. Written word in the system should be displayed in appropriate size to increase
the readability.
Cognition:
1. Every similar feature should be categorized in the same part to overcome the
difficulty of finding the needed function. For example, prepaid and postpaid
top up, RFID, TNG card can be categorized in the service category.
2. Avoid display too much information in an interface. According to George
Miller’s theory, it is encouraged to organize elements of information in 5 to 9
chunks. For example, the main page can only display the main features such as
scan QR code, make payment, and transfers and the subcategories such as
other services and promotions.
3. Focus on the correct attention which is the understanding of the user’s goals
that able to determine what should be emphasized on that page so that the user
able to process the information correctly and navigate to where they need to
go in order to perform their basic tasks, such as payment, transfer to other
users, transfer to bank.
Question 2
(a) 1. Memorability
As 40% of the users have experienced the similar applications, it is necessary to
design the user interface based on the goal of helping them to recall the function.
Moreover, 60% of the current users didn’t satisfy with the current Touch ‘n Go
eWallet application. It is because the application is not user friendly and can’t
meet their expectations while performing certain task. Memorability can let users
to easily remember how to use the application in the second or following attempts
after they learned once.
2. Efficiency
From the user profile table, it states that users expose at early age in using mobile
application and user skill category can be defined as expert. Hence, most of the
users have lots of experience in using the mobile application and able to navigate
it. Besides, the target audiences are keen on learning and try new features.
Efficiency usability goal will help this type of users to perform their tasks better
and achieve the high productivity while using the application. For example,
shorten the steps while performing a task or provide extra features for expert
users.
(b) 1. Visibility (Donald Norman)
To improve the memorability, visibility can help to make visible of the important
features, such as scan QR code, payment, transfer, and others. The designers
should identify which functions that the target users are frequently use. Then,
display these functions on the main pages in order to improve the visibility.
2. Consistency (Donald Norman)
All the features and buttons should be arranged neatly and consistently in every
page of Touch ‘n Go eWallet application. Besides, the format of textual
representation should be consistent, such as the size and theme. By doing so, the
memorability of the application can be achieved to make user easily to remember
the navigation of the application.
3. Match between System and the Real World (Jacob Nielson)
This design guideline can be applied in the promotion pages. For example, the
title of the promotion should consider the users’ language and avoid using
complex language to confuse the users. Highlighting the text or make the text in
bold or underline format in the term & condition page will make users easily to
notice. By having these features, it can improve the memorability of the
application.
4. Recognition and Recall (Jacob Nielson)
This design guideline can be implemented in the transfer or payment page. For
example, in the transfer page, the application can always display the most frequent
transferred account at the top of the top in order to improve the efficiency of the
application. Besides, while searching for an account to transfer the money, the
application can suggest the possible account based on what user try to type. For
example, while user types “01234”, the page will display all the contact number in
the list of address starting with “01234”.
5. Flexibility and Efficiency of Use (Jacob Nielson)
The application can include some extra features which can be specifically
accessed by the expert user to improve the efficiency of the applications. For
example, besides from paying through QR code in the store physically, users can
also directly access the online shopping platform through the Touch ‘n Go eWallet
virtually.
(c) Hierarchical Task Analysis (HTA)
Making payment using scan features

0. Making payment
1. Open Touch ‘n Go eWallet application
2. Click the Scan button
3. Display Access to Camera notification
4. Click the Settings button
5. Turn on the camera option
6. Back to Touch ‘n Go eWallet application
7. Scan a QR code
8. Input an amount
9. Click Confirm button
10. Input pin number
11. Display payment successful
Plan 0: Skip 3-6 if users already allowed access for camera
Transfer funds
0. Transfer funds
1. Open Touch ‘n Go eWallet application
2. Click the Transfer button
3. Display Identity Verification page
4. Click Reload Now button
5. Choose an amount
5.1 Select RM10
5.2 Select RM20
5.3 Select RM100
5.4 Input other amount
6. Click Next button
7. Select reload method
7.1 Credit/Debit Card
7.2 CIMB Bank
7.3 Maybank
7.4 Public Bank
7.5 See all banks
8. Insert personal information in the text field
8.1 Date of Birth
8.2 Address Details
8.3 Country/Region
9. Click Next button
10. Insert card details in the text field
10.1 Card Number
10.2 Name on Card
10.3 Expiry Month
10.4 Expiry Year
10.5 CVV/CVV2
10.6 Country
11. Click Confirm button
12. Display online banking page
13. Input username and password
14. Enter an amount
15. Click confirm transfer button
16. Display transfer successful
Plan 0: Skip 8-11 if users didn’t choose the credit/debit card to reload
Skip 12-13 if users didn’t choose the FPX online banking to reload
Plan 5: Skip 5.2 – 5.4 if users choose RM10
Skip 5.1, 5.3 & 5.4 if users choose RM20
Skip 5.1, 5.2 & 5.4 if users choose RM100
Skip 5.1 – 5.3 if users choose to input other amount than RM10, RM20, RM100
Plan 7: Skip 7.2 – 7.5 if users choose credit/debit card
Skip 7.1 & 7.3 – 7.5 if users choose CIMB Bank
Skip 7.1, 7.2 & 7.5 if users choose Maybank
Skip 7.1 – 7.3 & 7.5 if users choose Public Bank
Plan 8: Do 8.1 – 8.3 in any order that the user preferred
Plan 10: Do 10.1 – 10.6 in any order that the user preferred
Question 3
(a) Four types of interaction:

1. Instructing interaction type
This is the basic interaction type which directly issues the command or selects an
option for the system. It is a command-based interaction. For example, type in
command for Windows in the Command Prompt, selecting an option from displayed
menu in Windows, pressing a combination of function keys in Linux environment.
Many of the devices will include the instructing interaction, such as VCRs, vending
machines, and Windows-based desktop. The primary advantage of instructing
interaction is its fast and efficient interaction which directly access to the specific
function within a command or a button.
2. Conversing interaction type
This type of interaction will generate a conversation between the user and the system.
It is a dialogue-based interaction which allows the system to recognize the voice or
textual input and give a respond according to the input. The simplest conversing
interaction includes the ticket booking system, tele-banking, and others; while more
complex conversing interaction may include the natural language processing
technique and come out with the products such as Siri by Apple, Alexa by Amazon
and Google Assistant. They are the advisory system which can reply to the user’s
questions intelligently and help users to perform certain task.
3. Manipulating interaction type
It enables users to interact with the objects in a virtual environment by manipulating
the icons or buttons. It is a static interaction with the environment. The objects are
mainly designed using metaphors concept to indicate the real-world object or
interaction that helps users to easily get in touch with the virtual objects. For example,
PS5 is able to control the avatar’s movement in the game according to the user’s
manipulation on the physical controller. Paint application in Microsoft Windows also
allows the users to draw a painting by moving the mouse controlling the cursor on the
screen.
4. Exploring interaction type
This type of interaction can bring users into a virtual environment and control the
objects like they are controlling in the real world. It is a dynamic interaction with the
environment. Users can move through physical or virtual environment. For example,
virtual reality (VR) devices enable users to explore the virtual environment by
walking around and having some interactive activities.
(b) Four interaction styles:
1. Command line
It is an instructing interaction type.
2. Speech
It is a conversing interaction type.
3. Graphical User Interaction (GUI)
It is a manipulating interaction type.
4. Virtual Reality
It is an exploring interaction type.
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Question 1

Making payment using scan features

Plan 0: Skip 3-6 if users already allowed access for camera

(a) Four types of interaction:

(b) Four interaction styles:

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