Stakeholder Descriptions - Frances M. Advincula



Johns Hopkins University Principles of Human Computer InteractionFebruary 17, 2012Design of a Better Remote Control IIBy Frances AdvinculaStakeholder DescriptionsLuciaGoal: To turn on the closed captioning feature for the first timeBackground: A 9-year old girl. Knows how to use the iPad and the cell phone, so used to very graphical user interfaces. Never really had to turn on the closed captioning feature for anyone before.Expectations: Easy to use devices where the steps are highly graphical and obvious. She wanted to just press a button and it would turn on the closed captioning.?Preferences: Visual cues, versus black and white, text-based menus. Not have to miss any part of her movie while turning on features like this.Mark Goal: To turn on the closed captioning feature by asking someone else to do it for him.Background: a 50-year old, hearing-impaired dad. Has to have closed captioning to fully enjoy a movie. A bit of a techno-phobia, always asking his daughters and wife for help in turning on and operating digital devices.Expectations: To be able to turn on closed captioning?quickly, without having to miss a movie or go to another menu. Be able to increase the volume without hiding the closed captioning.Preferences: A one click button to toggle the feature on or off. At least a small explanation of the differences between caption types.PhyllisGoal: To have a visual cue to easily remember which button brings up the closed caption menu.Background: Frequently ran into the confusion of which button brought up the menu with closed captioning, so she put in a sticker next to it as a visual reminder.Expectations: Most TVs remote controls will probably have that closed captioning feature next in the menu brought up by a "Set-Up" button.Preferences - A button that specifically says "Closed Captioning" or something similarly visual and obvious.Task AnalysisLucia, remote operator Press buttons to accomplish her task, mainly to turn on the TV, play the DVD, adjust the volume, and turn on the closed captioningMark, closed captioning requester Asks Lucia to turn on the feature. Provides suggestion based on previous experience and visual cues such as the sticker.Phyllis, sticker placer Press buttons to turn on closed captioning, and other normal TV functions. Puts a sticker on the "Set-Up" button to remind herself. 800100132080Figure 1, The “Set-Up” button marked with the sticker.Rosson, Mary Beth; Carroll, John M. (2001-10-20). Usability Engineering: Scenario-Based Development of Human-Computer Interaction (Interactive Technologies) (Kindle Location 576). Elsevier Science. Kindle Edition.Problem ScenariosSettingFather and daughter want to watch a movie. Father is hearing impaired.Mom doesn’t like to miss any part of her show by having to spend time setting up?various menu options in the TV.ActorsLucia (daughter), Mark (father), Phyllis (mother)Task GoalsTurn on closed captioning, Increase volume, Provide easy way to remember which button family always uses to turn on closed captions.PlansPressing appropriate button will open closed caption menu. Pressing up button will increase volume. Having a sticker next to button will remind family that is the one they are always using.EvaluationsButton with sticker might be important/frequently used.Menu items (Closed Caption 1 vs. Closed Caption 2) is confusing.Menu is blocking the view, implying it should have user’s full attention.Increasing volume disables closed captioning, assuming the two are mutually exclusive (user doesn’t need subtitles if volume is louder.)ActionsLooking for Set-up button, pressing button.Going through menu, and selecting obvious choice. Pressing up arrow to increase volume. Placing sticker next to button to serve as visual cue.Figure 2, Characteristic Elements of Scenarios.Rosson, Mary Beth; Carroll, John M. (2001-10-20). Usability Engineering: Scenario-Based Development of Human-Computer Interaction (Interactive Technologies) (Kindle Location 576). Elsevier Science. Kindle Edition.EventsDifferent ambiguous buttons confuse actors. Menu blocks the movie’s view.Menu options are not described, confusing, but selecting one displays subtitles at bottom of screen. Increasing volume disables subtitles, frustrating.Perspective: Lucia - the person?actually?operating the TV remote controlLucia is a 9-year old girl who wanted to watch the movie Ice Age with her dad Mark, who has a hearing impairment. She turns on the DVD player and inserts the movie disc. Then, she sits at the couch, points the remote at the TV, and presses the power button. Fortunately, the movie menu displayed right away with the word "Play" already highlighted. She presses the button that says "Enter," and the movie starts playing. She presses the arrow up next to volume to increase it, so that Mark will be able to hear it better.?A few minutes into the movie, an important conversation comes up, and Mark says he couldn't really hear what was going on. He asks Lucia to turn on the closed captioning. (Being a kid, Lucia completely forgets about the subtitle option that most DVDs come with -- which is accessible from most DVDs’ main menu.)She picks up the remote control and is baffled with the choices -- "Display," "Set-Up," and "Disc Menu." Confused, she asks Mark what to do. Mark looks at the remote control and sees a blue heart sticker pointing at the button "Set-up." He clicks the button and hands the remove over to Lucia.Lucia then sees a Menu on the screen, completely blocking them of the movie view. There were so many choices that she was getting confused!"Urgh, I am missing the movie!" she whines. She scrolls down the menu by pressing one of the down arrows and finally sees the option "Closed Caption." She clicks "Enter" and another option shows up! The menu shows “Closed Caption 1”, she presses it again, and it displays “Closed Caption 2.”"Which one is it?" she says as she turns to Mark. Mark says, "I think it is the first one; I kind of remember that’s what mom always picks." She presses the up arrow which displays “Closed Caption 1” again, and she presses “Enter.” The menu disappears and both Mark and Lucia now see the closed captioning feature as well as the movie.All is well, until Mark asks Lucia to turn up the volume some more. As she turns it up, the close captioning disappears, but goes back after a few seconds. Thus, they miss a few important parts of the conversation.Perspective: Mark - her father, the person watching the episode with his daughter LuciaMark sits next to his daughter Lucia and tries to watch the movie Ice Age with her. He has a hearing impairment and requests his daughter to turn on the closed captioning feature.?Lucia asks him which button it was, and he notices the blue heart sticker his wife put in there as a reminder. This is not the first time they struggle with setting up the close caption, and he wonders why there can't be a single button that just turns it on or off. ?Lucia presses the button, and a black menu pops up, blocking their view of the movie. He feels a bit guilty about this, but thinks it should be no big deal since it probably will not take very long. As the two struggle with the menu, Mark again wonders why they can't just have a button that toggles the feature on or off. He also sighs in frustration at what the difference between “Closed Caption 1” or “Closed Caption 2” even is. Finally, he remembers it is probably the first one and tells Lucia this. Finally, the closed caption feature appears, and they can return to their movie. A few minutes later, Mark still couldn't hear all the effects and asks Lucia to increase the volume. As she does this, the volume progress bar appears on the screen, and the close captioning disappears. This frustrates Mark since he wasn't able to read the?conversation. Then, Mark remembers the subtitles feature in most DVD menus. However, he no longer says anything about it because that would mean pausing the movie, going to the main menu and turning on the feature, and playing the movie again. He sighs in frustration yet again. Perspective: Phyllis - the mom of the familyPhyllis notices how often this problem of closed captioning arises. She doesn't like it that she has to miss the funny parts of her favorite show NCIS by having to figure out which button to press. Finally, she decides to put a sticker next to the "Set-up" button to remind herself which button pertained to the closed-captioning.Claims on the Current State of Technology"Set-Up” button Pros: Present in a lot remote controls, so it will at least give a hint to users of new remotes. There are a lot of buttons on a remote, so the wording somewhat (although can still be?ambiguous) narrows down the options.Cons: However, it is not as clear, as some remotes also have a "Top Menu", "Menu,” etc., buttons. Blue heart stickerPros: Provides a visual cue that this button is important. If the user is aware of its history and purpose, it provides a poke-yoke type of reminder.Cons: If the user doesn't know what it's for, it is terribly distracting and useless. Furthermore, it may even bring a user to a menu he or she doesn't even want to mess with, and will cause further?frustration.Closed Caption 1 and Closed Caption 2 options in the MenuPros: Provides a more granular level of customization.Cons: Very confusing and not useful if the definitions are not defined.Hiding the closed captioning when volume is being adjustedPros: Minimizes real estate space taken by updates.Cons: Users might want to see the captioning anyway -- the little real estate taken by the?additional?space of the volume update maybe irrelevant to them, if they prefer seeing the subtitles at all cost.?Requirements SpecificationArea 1: A new Closed Caption buttonRequirement: There should be a one click option for users to quickly turn on or off the closed caption feature. The button should be obvious, with a visual cue like the universal “CC” emblem.Business Need: Allows users to get the task done quickly since it eliminates the need to consider other buttons or go through confusing menus. Provides a quick way to turn it on or off without the user having to miss or pause any part of the movie.?Area 2: Not hide the closed caption when volume is being adjustedRequirement: There should be at least an optional setting wherein adjusting the volume will not hide the closed captioning.Business Need: Impaired users miss parts of the movie's conversation when the subtitles are hidden,?diminishing?their enjoyment of the scene.Activity Space DocumentActivity Real World MetaphorImplicationsWatching a movie is like…Having a conversation over dinner.Engaged in movie but can do other things that will not affect the movie itself. Finding which button to press is like…Looking at a map.Visual representation and cues serving as a guide.Pressing the button is like…Flipping a light switch.Only two options with visible, instant results. Going through menu options is like…Looking at a restaurant menu.A lot of options available with corresponding descriptions. (Ties to dinner conversation metaphor. Two people out for dinner can pick a meal from the menu, AND still have a conversation at the same time, unlike the TV menu that blocks the movie’s view or volume changes disabling the caption.)Reading the captions is like…Receiving a text message.A few lines at a time.Reading a book.Part of a bigger story, ongoing. Figure 3, Table of Activity Space ElementsRosson, Mary Beth; Carroll, John M. (2001-10-20). Usability Engineering: Scenario-Based Development of Human-Computer Interaction (Interactive Technologies) (Kindle Location 576). Elsevier Science. Kindle Edition.Activity Design Space DocumentActivity TechnologyImplicationsWatching a movie (like a dinner party conversation)Feature that if a caption menu is shown, it doesn’t completely block the movie.User can watch a movie and still do other things, such as setup the closed caption.Finding which button to press is like…Looking at a remote that has buttons properly labeled (with visual cues) with, no room for ambiguity.User knows which one to press right away.Pressing the button is like having a …Closed caption button that just toggles subtitles on or off.No room for mistake, user just has to press to toggle. Instant feedback of operation success shown through subtitles appearing or disappearing.Going through menu options is like having …Feature that doesn’t block the movie’s view completely.User can watch a movie and still do other things, such as setup the closed caption.Reading the captions is like having a …Feature that shows a few lines of text (transcript of conversation) in real time.A little at a time, in context of conversation. User can keep up, and is actively engaged in what is happening.Feature that one can adjust volume/other settings without disabling the caption. (Ties to dinner conversation and restaurant menu metaphor.) User can perform other set up without missing any of the movie.Figure 4, Table of Activity Design Space ElementsRosson, Mary Beth; Carroll, John M. (2001-10-20). Usability Engineering: Scenario-Based Development of Human-Computer Interaction (Interactive Technologies) (Kindle Location 576). Elsevier Science. Kindle Edition.Activity Scenarios SettingFather and daughter want to watch a movie. Father is hearing impaired.Mom doesn’t like to miss any part of her show by having to spend time setting up?various menu options in the TV.ActorsLucia (daughter), Mark (father), Phyllis (mother)Task Goals?Turn on closed captioning Increase volumePlansPressing right button will turn on captions. Pressing up button will increase volume.EvaluationsButton clearly labeled as “CC” will toggle captions on or off. Increasing volume does not disable closed captioning, implying the two can work together to improve user experience. ActionsLooking for “CC” button, pressing button.Pressing up arrow to increase volume.EventsSingle “CC” button is no longer confusing; it merely toggles captions on or off. This does away with menus that block user’s view and eliminates confusion with options that are not clearly described. Increasing volume does not disable subtitles anymore, almost doubling user experience. Phyllis no longer has to place a sticker, because the “CC” button is very clear already.Figure 5, Characteristics of Scenario ElementsRosson, Mary Beth; Carroll, John M. (2001-10-20). Usability Engineering: Scenario-Based Development of Human-Computer Interaction (Interactive Technologies) (Kindle Location 576). Elsevier Science. Kindle Edition.Perspective: Lucia - the person?actually?operating the TV remote controlLucia is a 9-year old girl who wanted to watch the movie Ice Age with her dad Mark, who has a hearing impairment. She turns on the DVD player and inserts the movie disc. Then, she sits at the couch, points the remote at the TV, and presses the power button. Fortunately, the movie menu displayed right away with the word "Play" already highlighted. She presses the button that says "Enter," and the movie starts playing. She presses the arrow up next to volume to increase it, so that Mark will be able to hear it better.?A few minutes into the movie, an important conversation comes up, and Mark says he couldn't really hear what was going on. He asks Lucia to turn on the closed captioning. (Being a kid, Lucia completely forgets about the subtitle option that most DVDs come with -- which is accessible from most DVDs’ main menu.)She picks up the remote control and looks for which button to press. She sees one with the label “CC.” She assumes this stands for “closed caption.” She presses it and the subtitles instantly appear. The two continue on watching their movie.All is well, until Mark asks Lucia to turn up the volume some more. She picks up the remote, and adjusts the volume. The captions do not disappear, and as Lucia continues to adjust the volume, the two laugh at the punch line a character makes.Perspective: Mark - her father, the person watching the episode with his daughter LuciaMark sits next to his daughter Lucia and tries to watch the movie Ice Age with her. He has a hearing impairment and requests his daughter to turn on the closed captioning feature.?He wonders if Lucia knows what to press, but ultimately decides she probably understands since there is just one button that says “CC.” Mark is very grateful that the subtitles appeared right away when Lucia presses the button – he really was starting to get lost in the actors’ conversation. A few minutes later, Mark still couldn't hear all the effects and asks Lucia to increase the volume. As she does this, the volume progress bar appears on the screen, and yet, the subtitles stay. Surprised, Mark is grateful for being able to experience the entire movie, for being able to hear the sound effects of the cars rumbling and being able to follow the conversation due to the subtitles staying on-screen. Perspective: Phyllis - the mom of the familyHusband and wife Phyllis and Mark like to relax in front of the TV after a hard day at work. Mark usually has to ask Phyllis to turn on the captions. Phyllis never minds because she only has to press one button and the subtitles toggle on or off. She’s okay with that – just don’t ask her get you a glass of water when it’s not a commercial; she doesn't like it when she has to miss the funny parts of her favorite show NCIS for any reason. Works Cited Rosson, Mary Beth., and John M. Carroll. "Chapter 2: Analyzing Requirements." Usability Engineering: Scenario-based Development of Human-computer Interaction. San Fancisco: Academic, 2002. N. pag. Print. Unger, Russ, and Carolyn Chandler. A Project Guide to UX Design: For User Experience Designers in the Field or in the Making. Berkeley, Ca.: New Riders, 2012. 82+. Print. ................
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