Human Computer Interaction Dr. Zahid Hussain Abro QUEST Nawabshah

Murder - Murder 1981 System Installation Manager receives a call from Sheriff dept. Your terminal is dead. Come and get it Caller insisted that he should come in person to collect the Dead Body Cause of death Two bullets fired from close proximity.

Life Imitates Art 1 in every 4 computers has been physically attacked by its owner - Novatech (British PC Manufacturer) Almost of people have physically attacked a computer – National Opinion Poll/Symantec 67% experienced frustration, exasperation and anger – National Opinion Poll/Symantec 70% swore at their machines – National Opinion Poll/Symantec

Engineers Belief Engineers believe that since they made it, can use it, everyone can use it If WE can use it, YOU can use it. If you cant, YOU must be STUPID Users are stupid – anonymous Users are dummies – anonymous

But wait, computers werent made FOR engineers I though it was made for normal human beings?!??!!

Effect of Bad Tools On People Have you ever used a hammer whose head is not properly fitted into the arm? Or a Screw whose head breaks / goes flat when you try to open it ?

Effect of computer systems on human productivity, employee loyalty, revenue, and customer loyalty

In-Flight Entertainment System (IFE) Interior of Plane IFE

Senior Staff was declining more desirable Long routes Past- Manual Cash Collection In Flight Entertainment with strict Cash Collection System.

Result Loss of Customer Loyalty Loss of Employee Loyalty Loss of Revenue

What should be done Purposefully design humane and forgiving software, that is Inclusive Forgiving Profession-blind Class-blind Software-based products affect us all, sometimes fatally Software-based products not INHERENTLY hard to use –Wrong process is used to develop them

Success Criteria in the New Economy Business success is all about managing relationships –Companies doing business on the Web are focusing on how to retain and extend relationships with customers

Success Criteria in the New Economy Success depends upon the ability of a business to effectively and efficiently meet customer needs and goals Business Success User Experience

Success Criteria in the New Economy Factors providing competitive advantage high low User Experience Technology Business Strategy manifestation of business strategy enabling factor for user experience & business strategy

Common Problems in the New Economy Scenario: A website that is –Aesthetically beautiful –Technically perfect –Wonderful content –But users cant find information!

Findability Users can only find information 42% of the time – Jared Spool

Findability 62% of web shoppers give up looking for the item they want to buy online – Zona Research

Findability 50% of the potential sales from a site are lost because people cannot find the item they are looking for – Forrester Research

The Result 40% of the users who do not return to a site do so because their first visit resulted in a negative experience – Forrester Research

Software Maintenance Costs 80% of software lifecycle costs occur after the product is released, in the maintenance phase - of that work, 80 % is due to unmet or unforeseen user requirements; only 20 % is due to bugs or reliability problems. - IEEE Software

Project Cost Estimation Around 63% of software projects exceed their cost estimates. The top four reasons for this are: Frequent requests for changes from users Overlooked tasks Users' lack of understanding of their own requirements Insufficient user-analyst communication and understanding - Communications of the ACM

The End of Business As Usual Business success is directly related to the customer experience BOO.com, a $204m startup fails – BBC News Poor commercial websites will kill 80% of Fortune 500 companies within a decade - Jakob Nielsen

Products with a bad user experience deserve to DIE !