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The New Computing: Ending User Frustration Ben Shneiderman & Irina Ceaparu, Jonathan Lazar*, Katie Bessiere, John Robinson May 2002 University of Maryland.

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Presentation on theme: "The New Computing: Ending User Frustration Ben Shneiderman & Irina Ceaparu, Jonathan Lazar*, Katie Bessiere, John Robinson May 2002 University of Maryland."— Presentation transcript:

1 The New Computing: Ending User Frustration Ben Shneiderman & Irina Ceaparu, Jonathan Lazar*, Katie Bessiere, John Robinson May 2002 University of Maryland Human Computer Interaction Laboratory & *Towson University

2 A Systematic to Change A Systematic Approach to Change The old computing is about what computers can do, The New Computing is about what people can do www.cs.umd.edu/hcil/newcomputing

3 An Inspirational Muse: Leonardo da Vinci (1452-1519) Renaissance Man §Combined science & art §Integrated engineering & esthetics §Balanced technology advancement & human values §Merged visionary & practical

4 Leonardo’s Laptop HCIL Symposium paying attendees will receive a copy around September 15. MIT Press October 2002

5 Goals for The New Computing 1) Usable: Reliable & comprehensible 2) Universal: Diverse users & varied equipment 3) Useful: In harmony with human needs

6 1) Usable: Ending User Frustration Goal - make computer usage less frustrating Identify top ten frustrations Measure severity & frequency in lost time Determine if the situation is improving Related areas Errors Time delays Emotional reactions

7 1) Frequent frustrating experiences Networking & Web

8 Application & System Crashes 1) Frequent frustrating experiences

9 1) Time diary study Self reports & observations (64 UMD & 47 Towson) Pre-session survey: demographic information computer experience and attitudes level of computer anxiety, mood Users spent 1 hour & report their frustrating experiences Post-session survey: assess mood after the session overall frustration level loss of time Florida Institute of Technology ( e3.se.fit.edu:5335/ufs )

10

11 1) Results Frustrating experiences: 228 145 Top problem sources: web browsing email system (OS) word processing other internet use video/audio software chat and instant messaging Top 3 approaches knew how to solve unable to solve figured out file browsers programming tools spreadsheet programs graphic design programs presentation software database programs hardware Bottom 3 approaches consulted manual/book consulted online help restarted the program UMD Towson

12 1) Results InternetApplicationsOperating System timed out/dropped/ refused connections (32) error messages (35)crashes (16) long download time (23)freezes (24)wrong response (10) web page/site not found (17)missing/ hard to find features (23) slow response (8) email (15)crashes (13)unexpected message boxes (6)

13 1) Minutes lost – UMD & Towson Email OS Web browsing Other minutes lost Productive minutes Total minutes: 9485 7968 Total minutes lost: 4250 3652 1513 568UMD Towson 353 294 902877

14 1) Next Steps Validate results with other users professional elderly novice Develop more precise monitoring software e.g. www.bugtoaster.com Explore ways to improve: Online help & help desks Customer service & online communities Education & training Software & interface re-design

15 2) Universal: Digital Divide Remains Troubling U.S. Department of Commerce, www.ntia.doc.gov/ntiahome/dn/ Percent of Internet Use by Educational Attainment

16 2) Universal Usability in Practice www.otal.umd.edu/uupractice/

17 3) Useful: Generative Theories Predictive & explanatory theories are useful, but the big step forward will be  generative theories Theories of human needs to guide our invention of new technologies

18 Jefferson: Life, Liberty & the Pursuit of Happiness Roosevelt: Freedom of speech & expression, religion, from want, from fear Maslow: Hierarchy of human needs Physiological Safety Love Esteem Self-Actualization Covey: Living, Loving, Learning & Leaving a legacy 3) Theories of Human Needs

19 Relationships Self (working on your own) Family & Friends (2-50 close intimates) Colleagues & Neighbors (50-5000 regular encounters) Citizens & Markets (5000 and more) 3) Human Needs for Relationships

20 Activities Collect: Information Relate: Communication Create: Innovation Donate: Dissemination 3) Human Needs for Activities

21 3) Activities and Relationship Table (ART) Relationships Self Family & Friends Colleagues & Neighbors Citizenry & Markets Activities Collect Relate Create Donate

22 3) Future Directions E-learning: The new education E-business: The new commerce E-healthcare: The new medicine E-government: The new politics Mega-creativity Grander Goals & The Next Leonardo www.cs.umd.edu/hcil/newcomputing

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