This module has made me aware that a good design is not simply giving the product a good appearance and satisfies the needs of everyone in a targeted market segment (I used to believe in that, trust me).
The process of designing a product emphasizes a lot on the perceptions and emotions of users as the ultimate goal of a good design lies with the level of pleasure user gets from using the product. These are things which we as consumers experience subconsciously but also often never realize them ourselves. However as a product designer, all these aspects are expected to be taken into consideration.
I have further learnt the importance for a designer to constantly interact with users of a product at the various stages of product development as experienced in my final group project. This is troublesome, but it is crucial to retrieve constructive feedbacks to understand on what should or should not be included in a design. The design should be user-centric in which it addresses the core needs of users and reduces their usage steps to the minimum. The methods we choose would depend largely on the type of product as well as our target users. Thus I feel there is no definite right method in data collection.
Adding to that, our lessons have also made me aware that we have to find out what is the core need of users. At times the core need of users on a product is not identifiable through means of interview or questionnaires. From what I have experienced from our final project, there should be a combination of methods in the problem defining process; as what users revealed important may not be the issue that is most influential to users’ experience with the product.
In overall, product development requires a thorough understanding of users’ through constant user participation as well as self-criticisms.
Saturday, April 19, 2008
Reflections on Smoke & Mirrors article
I feel that the author has made relevant arguments with regard to the flaws in which scientific researches possess. There may be technology devices to assist designers in the collection user reactions and emotions toward product designs; I agree with the author that those results produced are subjected to each individual designer’s interpretation. This process is somehow very subjective and may not even reflect what users are truly thinking, thus resulting wrong conclusion. Taking the eye-tracking device for example, I truly agree with the author’s statement that the eye-tracker shows what users are looking at but it does not tell us what is going through users’ mind. Thus there is not expert in user experience design.
At the meantime, I also agree that non-scientific user research is useful still as we are able to get information of users’ thinking process. However, we should also keep in mind that even though we are able to obtain direct information from our users, there is always likelihood of inaccuracy in the information provided. I feel that the information provision process could be influenced by several factors including environment, users’ self-cautiousness as well as facilitators’ reactions. Thus here comes the rationale for using scientific research tools as these devices are able to obtain users’ reactions by assessing their physical reactions such as eye movement.
At the end of the day, there is no perfect research method to understanding user experience. What could be done is to choose the most appropriate research tool depending on the product design in which research revolves around. The appropriate method may be hiring either scientific, non-scientific research tool or even both. Thus designers should never restrict themselves to any form of conventional research method.
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A question that came to me was whether the eye-tracking device affects the behaviour of the tested user as I have came across eye-tracking devices online which required their user to wear a device over their head and eyes (below top). But my question was solved after my further search on the internet. Pardon my ignorance, but I was amazed by the current eye-tracking system that is attached to the bottom of the monitor screen because it quite unnoticeable (bottom most picture). However, as users in the experiment are aware of their actions being observed. To what would they still be affected in terms of their behaviour during a research?
At the meantime, I also agree that non-scientific user research is useful still as we are able to get information of users’ thinking process. However, we should also keep in mind that even though we are able to obtain direct information from our users, there is always likelihood of inaccuracy in the information provided. I feel that the information provision process could be influenced by several factors including environment, users’ self-cautiousness as well as facilitators’ reactions. Thus here comes the rationale for using scientific research tools as these devices are able to obtain users’ reactions by assessing their physical reactions such as eye movement.
At the end of the day, there is no perfect research method to understanding user experience. What could be done is to choose the most appropriate research tool depending on the product design in which research revolves around. The appropriate method may be hiring either scientific, non-scientific research tool or even both. Thus designers should never restrict themselves to any form of conventional research method.
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A question that came to me was whether the eye-tracking device affects the behaviour of the tested user as I have came across eye-tracking devices online which required their user to wear a device over their head and eyes (below top). But my question was solved after my further search on the internet. Pardon my ignorance, but I was amazed by the current eye-tracking system that is attached to the bottom of the monitor screen because it quite unnoticeable (bottom most picture). However, as users in the experiment are aware of their actions being observed. To what would they still be affected in terms of their behaviour during a research?
Final Project
For our final project, my team chosen to further develop on locks as we have long observed the issue of residents leaving their keys and their locks unattended, thus making their homes vulnerable to crimes.
From that direction, we further interviewed respondents from various age groups to further confirm their need for safer and more conveniently used locks. Similarly, from the research method, we have found a common need among age groups for safety and easy to use locks in terms of reduced steps needed to enter homes. However, it is also noted that youths are more likely to expect sophisticated designs (visceral) as they are concerned with the first impressions visitors to their homes may have (emotional).
Defining Users
From our research in the first phase, my group was drawn between choosing youths and elderly as our main users. Eventually through our statistical assessments on the likely problems with age groups; we decided to narrow down our focus to elderly as Singapore is expecting aging population and more elderly would be living alone.
As such we came up with our following category of users for the product which we would develop:
- Primary users
- Elderly aged 65 and above
- Secondary users
- Family members living with elderly
- Non-users
- Students living in hostel
Problems in which they face:
- Forgetting to remove keys from padlocks
- Forgetting to shut the shackles of their metal grilles
- Physically strained from having to grab hold of the heavy padlocks
- Many steps involved when accessing home
Their perceptions:
- Resistance to change (both product functions and features)
- Uncertain towards technological goods
- Price sensitive
- Place more trusts on advises from immediate family, professionals (e.g. social workers) as well as friends.
- Psychological barrier
- They see metal grilles as an additional protective layer for their homes aside
from having a wooden door. (In fact, all age groups have such psychological barrier)
- Some elderly also have the perception that more locks equates to higher safety
Need Observed
As mentioned earlier on, interviewed elderly tend to claim their main need from our product is a lock that would provides them with safety. However, my team eventually agreed otherwise.
From our ethnographic research, we observed elderly then tend to be physically weaker, thus they took quite some time searching keys, getting hold of their pad locks, finding keyhole, etc. It would be especially inconvenient if they were to come home with heavy groceries. Reviewing their perception on more locks = more safe, my team identified ease of use to be their core need from our product.
Experience strategy
- Sense of ease due to reduced steps involved to enter/exit house
- Safety
Marketing plan
- Coordinating with HDB to implement such metal grilles in all studio flats for elderly
- Coordinating with social workers in providing advise to elderly on the features of
our product
- Government subsidies could also be provided
Final product
Our product concepts have various stages of evolution after every critique session. Through continuous self-reflections and revisions, we have finally come up with our final product- sliding metal grilles and wooden door with tapping key and push button functions.
From that direction, we further interviewed respondents from various age groups to further confirm their need for safer and more conveniently used locks. Similarly, from the research method, we have found a common need among age groups for safety and easy to use locks in terms of reduced steps needed to enter homes. However, it is also noted that youths are more likely to expect sophisticated designs (visceral) as they are concerned with the first impressions visitors to their homes may have (emotional).
Defining Users
From our research in the first phase, my group was drawn between choosing youths and elderly as our main users. Eventually through our statistical assessments on the likely problems with age groups; we decided to narrow down our focus to elderly as Singapore is expecting aging population and more elderly would be living alone.
As such we came up with our following category of users for the product which we would develop:
- Primary users
- Elderly aged 65 and above
- Secondary users
- Family members living with elderly
- Non-users
- Students living in hostel
Problems in which they face:
- Forgetting to remove keys from padlocks
- Forgetting to shut the shackles of their metal grilles
- Physically strained from having to grab hold of the heavy padlocks
- Many steps involved when accessing home
Their perceptions:
- Resistance to change (both product functions and features)
- Uncertain towards technological goods
- Price sensitive
- Place more trusts on advises from immediate family, professionals (e.g. social workers) as well as friends.
- Psychological barrier
- They see metal grilles as an additional protective layer for their homes aside
from having a wooden door. (In fact, all age groups have such psychological barrier)
- Some elderly also have the perception that more locks equates to higher safety
Need Observed
As mentioned earlier on, interviewed elderly tend to claim their main need from our product is a lock that would provides them with safety. However, my team eventually agreed otherwise.
From our ethnographic research, we observed elderly then tend to be physically weaker, thus they took quite some time searching keys, getting hold of their pad locks, finding keyhole, etc. It would be especially inconvenient if they were to come home with heavy groceries. Reviewing their perception on more locks = more safe, my team identified ease of use to be their core need from our product.
Experience strategy
- Sense of ease due to reduced steps involved to enter/exit house
- Safety
Marketing plan
- Coordinating with HDB to implement such metal grilles in all studio flats for elderly
- Coordinating with social workers in providing advise to elderly on the features of
our product
- Government subsidies could also be provided
Final product
Our product concepts have various stages of evolution after every critique session. Through continuous self-reflections and revisions, we have finally come up with our final product- sliding metal grilles and wooden door with tapping key and push button functions.
Sliding metal grilles would provide wider door entrance for elderly, especially those with disabilities or wheelchair-bound. Additional shackles would be installed at the center of the metal grilles to attach to the grilles to its frame so as to prevent easy break-ins through forceful pulling or pushing against it.
A push button would replace a lever as we have taken into consideration of joint problems elderly may encounter. Thus having to push the lever could be straining on them. The push button idea is implemented to be attached on the metal grilles as well as the wooden door.
Motion and proximity sensors would also be integrated. Motion senor detects the entrance/exit of home owners by sensing their key (attached with a chip similar to ezlink technology) to activate auto-locking system. A loud “clucking” sound would indicate the locking of the metal grilles or gate. Proximity sensor attached to push button where users unlock the system by tapping their key onto it.
Conventional key would be the backup plan in times of power failure.
A push button would replace a lever as we have taken into consideration of joint problems elderly may encounter. Thus having to push the lever could be straining on them. The push button idea is implemented to be attached on the metal grilles as well as the wooden door.
Motion and proximity sensors would also be integrated. Motion senor detects the entrance/exit of home owners by sensing their key (attached with a chip similar to ezlink technology) to activate auto-locking system. A loud “clucking” sound would indicate the locking of the metal grilles or gate. Proximity sensor attached to push button where users unlock the system by tapping their key onto it.
Conventional key would be the backup plan in times of power failure.
User evaluation
- Easy to use
- Enhance usage in terms as they are able to enter home using one hand
- Willing to purchase the product for its functions
- Satisfied by both functions and appearance
- However
- The appearance is no different from other metal grilles, hence nothing interesting
- Intimidated by the technology involved
- Easy to use
- Enhance usage in terms as they are able to enter home using one hand
- Willing to purchase the product for its functions
- Satisfied by both functions and appearance
- However
- The appearance is no different from other metal grilles, hence nothing interesting
- Intimidated by the technology involved
Problem we have faced so far in this project
- Tendency to come out with a design idea right before we even go through enough thorough researches
- We were unable to think out of the box due to our over-emphasis on the things elderly told us with regards to their low acceptance to technology. Further interviews are required to confirm that statement as our eventual finding showed that they are in fact able to accept technology that is simple. However still, we should not ignore the small level of uncertainty felt by them towards an electronic metal grille.
- Some elderly would reject our interview
- Those who accepted our interview are very camera shy. Thus not only we are unable to shoot enough pictures of our interview process, we are also unable to keep a video documentation.
- Language problem is another problem I personally faced as I do not know how to speak dialect. I was fortunate enough to be able to interview my neighbour who is english educated.
Reflection
Our team has gone through a lot of uncertainties when developing our product as we were somewhat trapped in the realm of coming up with design before finding out the true needs of our target users. This project has shown me how tedious it is when developing a product. Weekly interviews were conducted with elderly by us as we were very cautious with their acceptability to our product. I am so glad my neighbour, Mdm Lee was helpful enough to not reject my frequent interview requests. However, it had definitely widened my perspective towards product development as I have learned to look more into details when developing ideas.
Our team has gone through a lot of uncertainties when developing our product as we were somewhat trapped in the realm of coming up with design before finding out the true needs of our target users. This project has shown me how tedious it is when developing a product. Weekly interviews were conducted with elderly by us as we were very cautious with their acceptability to our product. I am so glad my neighbour, Mdm Lee was helpful enough to not reject my frequent interview requests. However, it had definitely widened my perspective towards product development as I have learned to look more into details when developing ideas.
Wednesday, April 9, 2008
Assignment 3: Emotion Design Probe
In this assignment, my partner and I each attended a lecture to observe and identify the dissatisfactions experienced by students in order to bring about suggestions to improve their learning experiences.
We conducted our studies using two methods:
- Ethnography, which we would sit in LTs to observe the way lecturers conduct their lessons as well as students' reactions during class. This method was chosen as we thought it would provide us an overview of problem students faced during lecture. In addition, only experiencing the environment ourselves, we would be able to understand what are the likely reasons leading to any form of behaviour in class. This method was chosen as we hope to gain a better idea of what are the problems faced by students as well as understanding their main concerns.
- Laddering, which would be conducted by inviting a few students from the class to a one-on-one interview and engaging them in a series questions that went of mainly with asinking why.
I personally attended a lecture class on Sociology of Family at LT9 (2pm - 4pm).
Ethnography
Here are my obervations while sitting through the 2-hour lesson...
The lecturer begun her lesson on dot as the topic for the say was said to be long. By 2.54pm, several students were observed to be walking in and out of the theatre in the middle of the class for short breaks as some came back holding drinks in their hands. The others in the theatre displayed signs of jadedness and distraction as they did arm stretchings; yawnings; chatting with friends and surfing the internet on their laptops. There was also mumblings going on in the class especially at the back of the theatre.
In terms of information provision, it was a one-way communication from lecturer to students. No verbal feedback was requested from the lecturer to find out if they understood what she was saying. During the lecture, the lecturer made several changes to her slides thus resulting in some missing new slides from the students’ copy. Numerous students flipped through their papers to look for the missing slides before the lecturer announced the changes (Click here for video). Grumblings were heard from some students among themselves and the mumblings could be heard from the entire theatre. Many were busy copying the missing details and weren’t paying much attention to what the lecturer was saying. Further, the presentation slides were also quite cramped. There was no enough space between each bullet point’s content, hence making it hard to read (picture below).
Nonetheless, the lecturer was humourous. Examples given during the lecture were mostly from life experiences and were of course relevant to the concepts and made easier for understanding. She did attempt to obtain students’ response by asking a “yes, no” question however the theatre remained quiet. But, her facial and physical actions were hilarious. The students were laughing and looking more attentive after each joke she made. Before the lesson officially ends, the lecturer provided an overview of the next lecture using a video from YouTube (picture below). However, not feedback was asked from the class.
Laddering
I conducted laddering on three students from the class. They are Ethel (below top), Bryant and QiXiang (below bottom) . The interview revealed the following:
Dissatisfactions
•Wordy slides
•Too many slides
•No clear sequence in topic flow
•Last minute changes to slides
•Wordy slides
•Too many slides
•No clear sequence in topic flow
•Last minute changes to slides
Satisfactions
•Examples which students can relate to
•Funny delivery
•Examples which students can relate to
•Funny delivery
Some Individual Thoughts After the Session
It was found that the students' concern for what they listed as dislikes are mainly associated to the conseuqence of not achieving good grades. Not only is information provided on their slides important to them for future references during revision, they are infact very concerned with how the lecturer deliver the lessons as the way the lecturer conducted the class affects their attentiveness and the amount of information they take during class. The laddering sessions provided me a more in-depth understanding on how students feel about the issues they identified as satisfactory as well as dissatisfactory. Thus identifying their core concerns or needs. This would help us in our research to come up with solutions that addresses directly at their core concerns.
On other hand, my ethnography observations gave be a broader spect of other problems faced by majority students in the class. In this case, I managed to identify addition problems that would build on from what my fellow respondents mentioned during the laddering process:
- In-between-class break
As most lecturers let students off for short breaks during their classes, it has somehow a cultural thing to students as almost every students expect a break. Hence, when they are not given relevant breaks, they begun losing their attentions and engage in other activities such as chatting. - Slides
There are many students who prepare themselves with printed lecture slides before class, hence lecturers should not make too many changes to the slides as students may lose track or focused only on taking down the slide content. - Interesting delivery
This would help to get students' attention after a good laugh on a joke. - Feedback
It would be nice for lecturers to check with students if they have any question before wrapping up the lesson.
I feel that both our research methods complemented each other in terms of the information gotten as one identified more information (ethnography) with no much in-depth explanation while the other provided depth (laddering) to a few identified issue. On other hand, laddering had also helped me to confirm some of my observations from enthnography, however in that case, I was able to gain a better idea of the reasons why students are either satisfied or dissatisfied. Thus, helping me to generate recommendations that would really improve their learning experiences.
Combined Findings and Recommendations
After conducting separate observations and interviews with students from different lecture classes, me and my partner (Jennifer) came up with a few recommendations. But before that, here are the addtional problems she found from her trip to the lesson on Social Cognition:
- Time wasted on technical problems
- Too many slides (96 slides, but from my experience that was not the worst... hahah!)
- Insufficient “table” space
- No space around the seat to put drinks
And finally our recommendations:
- Technical
–Workshops for lecturers to learn device activation
–Should standardize technology used in all LT
–Having a cup holder on each seat
–There should be more power points installed in each LT - Cultural
–Lecturers should give breaks in between lectures - Others
–Lecturers should:
-Upload only final slides
-Try to inject humour into his/her lecture
-Use examples that students can relate to
-Leave more spaces between each point in slides
-Leave blanks in the lecture notes
-Always get feedbacks from students before ending the class
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