BEDREST REQUIRED

eyes closed, moaning, crying

GIVE UP / ABANDON OPERATION

slow blink, open mouth

ANGER INDUCING
wrinkled nose, raised upper lips, rapid breathing

FRUSTRATING
furrowed brow, pursed lips, breath holding

ANNOYING
No humor, serious, Flat

UNNOTICIBLE
alert, smiling

(bedrest required) WORST PAIN POSSIBLE

(interfears with basic needs) SEVERE PAIN

(interfears with concentration) MODERATE PAIN

(interfears with tasks) MODERATE PAIN

(can be ignored) MILD PAIN

(no pain) NO PAIN

senior thesis, winter / spring 2007

utilizing usability
T.K.Wickham

NNOYING

UNNOTICIBLE
alert, smiling

mor, serious, Flat

n be ignored)

(no pain) NO PAIN

MILD PAIN

senior thesis, winter / spring 2007

utilizing usability
T.K.Wickham

dedicated to DN for the guidence SN, AM, and LA who taught me to always do more LL, NW, RF, CL who pushed me to never settle and to KV for believing

BEDREST REQUIRED
eyes closed, moaning, crying

GIVE UP / ABANDON OPERATION

slow blink, open mouth

ANGER INDUCING
wrinkled nose, raised upper lips, rapid breathing

FRUSTRATING
furrowed brow, pursed lips, breath holding

ANNOYING
No humor, serious, Flat

UNNOTICIBLE
alert, smiling

(bedrest required) WORST PAIN POSSIBLE

(interfears with basic needs) SEVERE PAIN

(interfears with concentration) MODERATE PAIN

(interfears with tasks) MODERATE PAIN

(can be ignored) MILD PAIN

(no pain) NO PAIN

senior thesis, winter / spring 2007

utilizing usability
T.K.Wickham

Human Values in Commerce A Profile of Sara Little Turnbull by Veronique Vienne from the collection citizen designer ed. Steven Heller

project one

thesis paper

iNtroDuCtioN

the history of usability

What is Usability? Taken literally it dictates that the interaction between the participant and the product (whether it be a service, an item, or a communication) should be free of any and all confusion, error, or irregularity. Most importantly, it should be approchable and usable, if not by all persons, then by at least by all of its intended target audience. Usability is as complex a design philosophy as its dictum is simple, design that is approachable, learnable, satisfactory, and logical. Though still in its relative infancy, it has gone by many names and acronyms: Human Centered Design (HCD), Human Computer Interaction (HCI), User Centered Design (UCD) the list goes on and on. Though each field has thir own specializied needs and methods, they all share a common thread. All are attempting to create an experience that limits confusion and inefficiency for the user. The user might be a visitor to a website, the reader of a museaum map, or a consumer faced with a new brand. It is in this initial interaction that usability plays its vital role. What is Graphic Design? Also taken literally it means the art or profession of using design elements (as typography and images) to convey information or create an effect. Like Usability- it too has undergone numerous re-labeling. It has been defined. Some say hat this plan for visual communication, can never truly be defined, and to rather think of it as a method of influence, or the ultimate tool of persuasion. Surprisingly though, these two schools of thought have been hesitantalmost opposed to the idea of utilizing the strengths of the other. It is the position of this paper that integration between the disciplines must occur, as both schools of thought seem to be focused on attaining the same goal- a better world of Design. Consider the results of melding Usability heuristics with Design aesthetics. The ease of good Usability mixed with the satisfaction of good Design. By utilizing both of these philosophies, it is possible to create a final product firmly centered around the core Wants and Needs of its target audience, thereby resulting in a greater level of satisfactory experience for the user, as well as profit for the client.

The concept of usability first emerged during World War Two, at the height of the rapid advancement in technology that required a new level of human-machine interaction under conditions that demanded precise performance along with an ever-increasing reaction speed. For example, up until this point all of the main controls of the plane were arrainged in the cockpit with little-to-no regard as to their function, relation, or even importance- a factor which served to severely limit the pilots physical and mental abilities, and hamper his combat performance (Lingaard 9). One researcher has labeled this period the First Wave of Human Centered Design (at this time it is known as Human Factors Research, a term which is still in use by NASA today). Another example of this human centered design during this period can be seen in the work of Graphic Designer Will Burton. During the war he was employed by the United States Air Force to create instructional manuals that illustrated the principles of operating a bombers defensive turret guns. Acting more as an analyst rather than a commercial artist, he developed a clear method of visual communication by focusing on establishing a more natural flow of eye movement and visual hierarchy. In the case of ball turret gunners, the subsequent logical flow of information to illustrate and explain complex information (Raizman 235) helped to reduce training time by as much as six weeks (236). In the following years came the rise of the computers, begining with mainframes, and later on with the more commonplace personal computer. It was during this Second Wave that the need to improve the performance of computer users became readily apparent (Lingaard 9). The study of interactive computer systems came to be known as HumanComputer Interaction (HCI) and it quickly lead to the development of the direct manipulation of graphical objects (1963) (Meyers 3), the mouse (1965), multiple tiled windows (1968), as well as the forerunners of many programs- drawing, text editing, computer aided drafting (CAD), as well as video games (4), often inspired by their real-world counterparts. Product experience was improved through the development of prototypes as well as scientific attempts to understand the needs of the user- though the

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focus was less on aesthetics and comfort but rather on the expected user tasks and task flow (Lingaard 9). Though many have argued that the web in and of itself is the third stage in Human Centered Design, Dr. Roland Schoeffel, a former director of the Siemens Unit for ergonomics and User Interface Design, contends that it was the effort put into the personal computers themselves, that constituted the Third Wave. After Apple and IBM introduced the personal computer specifically designed for the masses, not just the trained specialists, they discovered that their sales increased significantly. This quest for greater profit proved to be the driving force for the case of usability in the personal computer, and the results can be seen in the evolution from the original line-based text editors to the development of Microsoft Word (Meyers 4). This evolution of direct manipulation was critical to the later success in the Internet revolution (Scoeffel 2) as the act of hypertexting allows a user to explore the Internet with just a series of onscreen clicks of the mouse (Meyers 4). There are still others who think that the Third Wave of Usability is in fact based more upon the deeper user experience that exists between an individual and a company, product or service-specially with their website. It does seem to be a distinct possibility, as it has been reported that roughly 85% of all Internet users are online on a daily basis, with an equal number even going so far as to deem it indispensible, (Business Benefits of Usability 5). It is in this digital world that a website considered to be usable will on average sell 100% or More than one deemed to be unusable. Where the amount of site traffic productivity as well as the site function usage of a Usable site will be more than double that of an unusable one (Schaffer 21). The critical need for usability even extends into the websites architecture as Internet users are stereotypically a fickle crowd. It has been reported that something as simple as a page failing to load in under six seconds will on average cause the user to become open to distractions, specifically other browsing choices (Business Benefits of Usability 5). Or that a complicated online check-out process will result in a loss of trust with the consumer as well as a lost sale. In short, the usability of a website is just as

important to the consumer as the product or service being purchased. In the realm of computers, to lack usability is to invite failure.

fiNaNCial value of usability

Though the main aim of usability is to provide an easier, more satisfactory product experience for the user, and it in turn- more profit for the client, often a handsome return at that. One example listed by usability practitioner John S. Rhodes is from IBM, they state that for every $1 it invests in usability testing on their products, the payback is between $10 and $100. (Rhodes 3). Other industry professionals have placed the rate of return to range from 3:1 to 10:1 (Usability in the Real World 2). Compare this with the 30% of software development projects that are abandoned or canceled, due to a lack of adequate user design input, estimated to be at a loss of almost $80 billion (Usability in the Real World 1), not to mention the seemingly self-evident fact that no product that fails to make it to market has ever returned a profit. But does the financial value of usability exist only in the realm of profit? The answer is a surprising no. Consider Usability guru Jakob Neilsons analogy of a person entering a building using a wheelchair:
In a well-designed building, the access ramp goes directly from the street to the front door, and lets the visitor off near the elevator. In such a building, visitors with and without wheelchairs will reach, say, a conference room on the seventh floor in about the same amount of time. If the access ramp is at the back of the building, a visitor in a wheelchair has to move around the building, enter, and then spend quite some time navigating the ground floor to reach the elevator. Even though the seventh floor conference room is theoretically accessible, the lesswell-designed building treats visitors in wheelchairs significantly worse than those who can walk in from the street and reach the elevator in seconds. (Beyond Accessibility: Treating Users with Disabilities as People 5)

Neilson used this analogy to explain how the difference in the amount of time it takes to complete a task affects the users experience. Now apply the literal concept of time is money as well as the ideal efficency to a project. If reaching the conference room equals a success (whether it be a sale, a clear communication, or a completed operation) The added time, effort, and inconvience of the lesser quality design are all impediments

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to that success. Even though both buildings had the same budget and goals, the one that better understands the customer experience will result in success. In the realm of usability, these impediments are rarely as clear as a misplaced handicapped ramp. Often the real need of usability is hidden within a myriad of day-to-day habits, often- considered routine or just another aspect of office culture. But these momentary annoyences quickly add up to significant losses. Is it worth taking notice? When one considers that office workers spend an average of 5.1 hours fiddling with their machines each week, at a cost of $100 billion annually in lost productivity (Business Benefits of Usability 1) the answer is a resounding Yes. Where do these lost hours come from? Are Americas workplaces filled with people poking their computer monitors, shaking their ballpoint pens, and kicking the copier? It is, but those moments of annoyance pale in comparison with misguided plans or processes. Considering that an estimated $50,000 can be saved every year by large customer service call centers by trimming the average call time by a single second, or that a SUN Microsystems usability group discovered that poor software took an extra six minutes from each employee each day- resulting in an estimated $10 million in lost productivity (Schaffer 41). One begins to see how companies fail to consider the complete lifecycle costs for their projects. Instead, they focus only on the development budget and schedule. Support costs are disregarded, as are reports on how many work-hours are eaten up by inefficient work processes (What is Usability 1), resulting in those aforementioned examples of waste. This was true in the case of Gitte Lingaard, a usability specialist with the Carleton Human Computer Interaction Institute. Her team or researchers were called into the offices of a major company to aid in improving the processing efficincy of the telephone communication help staff in using the companys information processing system. Once in place and directly observing the work habits of the staff, Lingaard and her team quickly were able to diagnose the problem. With the customer on the phone, the operators tended to follow social conversational norms in requesting personal information such as name

and address, in a manner that was incongruous with the graphical layout of the computer information fields. The operators ...
invariably followed these social norms instead of the form layout on the screen. This forced them to jump all over the screen, as data belonging together were sepearted in what seemed a random fashion. Apart from rendering the interaction cumbersome, this also had a severe impact on the accuracy of operator performance. One in every five operations had to be repeated to locate a missing entry, which added significantly to the transaction time. (Lingaard 14)

The team had only just begun to understand the depth of problems the computer system was guilty of. As with any system, human errors occurred, however, to make maters worse the program was unable to accept any incomplete transactions. Rather than allowing the operator to fix the empty field immediately, it forced the operator to backtrack sometimes as many as 15 screens to find the problem. To make matters worse, as many as 30% of the transactions that were accepted by the program were later on either rejected or erronious, the delay of which caused an increase in customer disatisfaction as well as providing FullTime wok to another 35 people (Lingaard 14) in the company. For this company, a failure to follow simple human behavior in the areas of conversation an reading habits resulted in a loss of productivity, time, money, and customer satisfaction as well as the increased cost of work hours as well as the employing an unnessesary 35 employees (14). Problems such as this have caused the the majority of operational costs are inccured during the maintenance phase of the products lifecycle (Business Benefits of Usability 2). Proof of how poor design can literally cost a company in the long run.

GraphiC DesiGN vs. usability (If it saves so much, why is it not widely used?)

At their core, both Usability Experts (UEs) and Graphic Designers seem to be in pursuit of the same solution- a clear, precise communication that results in a desired behavior or action.
(for the sake of argument this paper will focus more on Design that seeks a neutral communication rather than that of persuasion- to compare the work of a UE with that of Advertizer is the metaphoical apples-and-oranges)

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So why have the two camps failed to unite is their common quest, why do they remain, for the most part in their mutually exclusive roles? Is it because of the silo culture of business (Lingaard 7) in which individual departments (not to mention individual teams within those departments) work in isolation from one another? Where constant compeition for internal resouces (promotions, salary, and bonuses) limits the natural cross-talk, the sharing of experiences- often resulting in multiple teams habtiulally re-inventing the wheel, solving the same problem in serial succession. Product consistency becomes limited, and all of the valuble knowledge of tips and tricks, as well as unexpected pitfalls is quickly lost. Even if a company is restructured to allow greater cooperation between departments, personality conflicts will still exist between Designers and UEs. Usability writer Curt Cloninger sums up the divide as being between:
Usability/ Information Architecture = the masculine = the left side of the brain = doing = math/science = the rational = logical action = the articulatable = Mars. Graphic Design = the feminine = the right side of the brain = being = art = the emotional = intuitive action = the inarticulatable = Venus. (Cloninger 1)

and functionality of the site, the specifications were then handed over to a design agency. The result of which was the addition of the companys logo as well as branding elements, the addition of which required the repositioning of several key navigation elements, and (in the eyes of the UE team) made it a fundimentally weaker site (Spillers 3). The difference with Spillers story, and where it differs from the rest of the industrial anecdotes is that this story serves as an example of what UEs do wrong. Typically a product that has been initiated by UEs (in this case a website) is later on given to designers to produce, often being still in a very rudimentary form. It is at this point that design changes are then made to improve the look and feel of the product. Changes that all too often result in the of hijacking the efforts of the UEs (Spillers 3). Situations such as this are prime examples of the need for both sides to work together, to establish and follow a common visual language. If not from the very beginning, then at least by the start of the Prototyping stage. The result can be the difference between a paint-by-numbers gospel and a looser (but more specific) cluster map of User needs. This collaberation ensures that both the requirements of he UEs are met, as well as ensuring the needed creative freedom for the Designer (Olsen 10). So, who is more right in their methods? Neither. One cannot design by the scientific method or intuition alone. All to often, designs that depend too much upon one or the other runs the risk of being technically correct on paper or satisfying the needs of too few. In both cases, it results in a failed design that is completely out of touch with both the requirements of the product as well as the needs of the target audience (10).

What makes this divide all the more confusing, and often incessantly frustrating is that good designers are user focused, and have been for years, possibly centuries- just not directly (Olson 5). This irritation is only increased when confronted by information architects and user interface designers, who sterotypically seem to think that they are the only ones concerned with the users experience, often sidelining designers with statistics and scientific fact to support their descisions whereas designers are left to defend their design choices by way of their feelings and opinions. Though this may seem as a weak method of planning, what most designers know (and what few non-Designers can grasp) is the sheer level that trained intuition plays into each and every action, plan, or solution. All too often, UEs feel that elements added for identification and aesthetic appeal tends to distract the user from their goal (completing a purchase or aquiring information). The key phrase here is added as most of these complaints stem from experiences similar to that of Usability Expert Frank Spillers. After designing a website for a client, which included several rounds of usability testing to improve the usability, interaction design

GraphiC DesiGN & usability

But what exactly is the role of design in regards to usability? In a wordaesthetics. Consider the website in Frank Spillers example- had the design agency followed the page specs as they were laid out, the user would of been able to navigate the site easier and faster. Would it have been usable? Yes. However, would they enjoy the experience of using the product? Would that experience fufill the necessary product satisfaction?

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How would the user feel about the site itself, rather than just how it functioned. What type of dialogue would exist between the user and the product. More specifically, what is that product saying to the user through its own non verbal communication? How is the user reacting to the personality of the product? Studies have shown that humans attribute personality traits to just about everything, from cars, to glasses, to blankets, as well as forms of media such as TV and computers (Porter 4). All products, including websites, have their own distinct personality whether it is intended or not (5). Therefore it is in the best interest of both the Designer and the UEs to work together to establish a distinct, specific message. In this enviroment it is the role of the Designer to consider all design elements, such as type size, color choice, placement, as well as the complexity of steps- in the creation of such a personality, specifically one that better serves the product, similarly to Beatice Wardes Crystal Goblet treatment of typography to better serve the writers work. Frank Spillers uses the analogy of a park picnic table to explain this concept- explaining that users (and UEs) expect a table to be comfortable, and to look similar to the other familiar elements of a park. With the addition of a bouquet of fresh flowers and an elegant tablecloth the quality of the dining experience is elevated to a higher level (Sellers 3). Aesthetics (flowers, fresh linen) have combined with Usability (sturdy table and bench) to create a far more satisfactory picnic experience together than they could independently. One can take this analogy of a picnic table one step further and apply it to the idea of product personality and what the user thinks of that product. Does its appearance hint at a certain sense of sophistication (English Oak or Helvetica), at efficiency (artificial wood or Myriad) or just at low cost (particle board or Comic Sans). Is it painted up in garish look at me colors, or is it composed of a more subdued split-complementary. It all depends on the role and intended need of that product. In his article Emotion & Design: Attractive things work better, Don Norman uses his personal collection of teapots to illustrate this point. For the record the collection consists of three distinct pots, as well as

a standard metal brewing ball. The pots are: an imitation of a Jacques Carelman coffeepot for masochists in which the spout is on the same side and above the pouring handle, a Micheal Graves design by the name of Nanna so ugly its appealing, and a tilting pot produced by German design firm Ronnefeldt, (Emotion & Design: Attractive things work better 1). Though all three are capable of producing tea, Norman argures that the choice of which pot to use is often determined by the users for any number of factors besides usability. It could be the current occasion, the context of the choice, or just the current mood of the user. For example, the first cup of tea in the morning is determined by Normans need for a quick, easy to make cup of tea- therefore the brewing ball is chosen. In the case of guests, or family where a bit of elegance is welcomed- out comes the Nanna. If a more practical teapot is needed, then he chooses the tilting teapot (4). The moral of the article is explained in his own words I choose the pot that matches my mood, and when I do, the tea tastes superb (5). When one chooses the right teapot, or picnic table, or page layout for the right occasion, the tea experience improves, thereby generating a greater level of satisfaction from that experience. Using the logic that products designed for more relaxed, pleasant occasions can enhance their usability through pleasant, aesthetic design (8). One can then extrapolate that tasks that are more serious, straightforward, and functional are best benefited with a minimal presence of visual clutter, detail, or imagery. This can be seen in the package labels of most military and medical supplies. But what of the high stress event (a fire) occuring in a low stress enviroment (a school or office). A stairway door fails to open- after pulling on it, the users begin to bang on the door, and then to throw their bodies against it (6). A simple sticker with the word pull written upon it in large, easy to read type, placed above the doorknob in this case could be the difference between calm and panic, life and death. Perhaps the sticker was left off for aesthetic reasons (to limit visual clutter) or because of the limited uses of a door (opens in, or opens out). But this is just one example where both sides need to understand the role that the other plays in design, as well as understanding enough of the user experience to design accordingly. Any one of those picnic tables has a

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place where it can be of use. Only through the combination of Usabliity and Design can the how, when, where, and whys be both understood and provided for.

usability applieD

As for the correct procedure for incorperating usability ... there is no one definite approach. When the concept of Usability evolved and into its more specialized counterparts, the working proccedure evolved as well. However it can be generally organized into four primary stages (allthough preliminary research is first on the list, it is just standard procedure for both good Designers and Usability experts and as such will not be discussed here)
1) preliminary research 2) observation 3) evaluation of needs 4) brainstorming 5) production o bs e r vatio n

When looking back to The Value of Usability, it may appear that the effects of usability exist prudominatly on a corporate level, groups that are too big for effective communication, us vs them mentalities, and internal competition. However this is far from the case, according to Patrick Lencioni, author and leader of the Table consulting group. He argues the case of five chief dysfunctions that plague all organizations, groups, and teams as being ...
Absence of Trust: stems from an unwillingness to be vulnerable within the group; team members who are not open about mistakes and weaknesses make it impossible to build trust Fear of Conflict: team that lack trust are incapable of engaging in passionate, unfiltered debate about important issues Lack of Commitment: with open discussions and airing of issues, team members rarely buy into and commit to decisions Avoidance of Accountability: without committing to a clear plan of action, people often hesitate to call their peers on actions and behaviors that seem counterproductive Inattention to Results: failure to hold people accountable, creates an environment where individual needs or needs of groups are put above the collective goals of the team (Long 4)

Once the preliminary information is gathered and reviewed, it is then time to extend that research into the actual enviroment where the product will be used. The observation can be an unobtrusive video camera, or it can be an actual observer (Maguire 134). If a live person is to be present, it is best that they stay out of the way as much as possible to avoid indirectly influencing outcomes either through non-verbal communication, or by cluing the subject as to what is being measured through noticeable note taking. The tester is allowed to ask questions of the subject, but only if specific clarification is needed. One important element to note- is what enviromental factors are affecting the product / user interaction? Factors such as ambient noise levels may not mean much- unless the client is a major Telco call center in which concentration is limited due to the high level of conversations going on at once, or in the case of a factory where many employees may be wearing hearing protection (Long 3). For those clients, a product design that relies on audio alerts is most likely to act only as a distraction with effects ranging from an annoyance in the case of the Telco, to a serious health and safety hazard on the factory floor. Often, the real value of on-site visits is when the Usability Expert notices an unexpected habit, or a repetitive task that does nothing towards the products creation, such as what Frank Long noticed while on one such visit:

All are serious flaws, and frequently they cripple the overall quality of the final product. Note that most of the censorship is self-inflicted, often limiting improvement of many known flaws and excesses in a given project. This enviroment of self-service and quarterly survival breeds project fatigue, low moral, and above all- a severe disconnect between the workers and the project results. Successes are limited, often based upon going with the flow and being a team player rather than putting the needs of the project first. It is here that the sixth dysfunction- the lack of discipline and persistence, must be fufilled by members of the design team. This is the primary need in terms of intigrating usability into ones design. It must be done completely and totally, lest one runs the risk of falling prey to the mistakes that were ignored. Once the teams dedication to usability has been established, the task of implimenting or integrating a usability solution can begin.

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While researching a touch screen interface for a printing machine, we discovered that during a particular phase of the cleaning process the operators hands would get soiled with ink. In order to complete the process the operator had to interact with the touch screen, transferring the ink onto it. This made the remainder of the instructions and feedback difficult to read- until the screen was cleaned..

Had Long not been there personally, its highly likely that this problem would never have been noticed, identified as a problem, let alone be fixed. The worker would still be smearing the screen with ink, the companys operating costs would still be that much higher due to lost time and materials. By understanding what effects people, designers are able to fulfill both the clients requirements as well as their users expectations (Givechi et al. 308).
evaluat i on of Need s

testing method in which one person pretends to be the computer, while the other attempts to perform a set of required tasks. The ease of use, visual hierarchy, and flow of the website are evaluated, while common mistakes such as to small input fields, inadequate warning, or the lack of website identity can be resolved long before an official prototype is made. This brainstorming process is then opened up to a wider range of people. This group is commonly refered to as an unfocus group by UEs, rather than a focus group, as its job is to provide alternate modes of thought and insight into a paticular problem rather than approve or dissaprove a given solution. The shift in focus is substancial, as development is still in a formulative stage, the group is more likely to rely on what they are told it can do/provide rather than by what is literally sitting in front of them. Also, it is in this greater chance for error that unexpected discoveries are made- to the team, a wrong usage of the product or site is often a good thing- for it shows how people actually interact with the product, and a better design is developed.
p ro du c tio n

By combining traditional methods of data gathering (surveys, interviews, user diaries) with less-traditional exercises as card sorting (FOOTNOTE participants are given a set of cards with a group of items written on them. They are then asked to group the cards along with other related items- this can aid designers in understanding underlying relationships in a group that is seemingly random) (Maguire 138). A variant on this technique is also known as card elimination in which a user is told a number of features (for example-seven) of which, only five can make it into the next iteration of the product. By switching the question from wants to needs, the design team can save both time and money by trimming development so that it only fuffills actual needs. It is here that company policies and governmental standards (if they apply) are consulted to ensure legality.
brai n storm i n g

Once pre-production begins, and the development of prototypes achieves rapid prototype stage, in which production is continual. Often a combination of paper prototypes, computer thumbnails printouts, and Rapid Application Development software are utilized for the near constant testing. The results are gathered and evaluated- always with one eye on the empirical average- and the other on the latest batch of results. At times the ideas of the unfocus group and the parallel problem design are utilized informally in-house, as multiple small teams may form- or unknowing volunteers are found amongst the staff.

Often observations drawn directly from the source provide a greater insight into what the solution should be (Givechi et al. 308). However, sometimes that process requires a bit of refining as well as some mental play. For the usability expert, that consists of a stack of blank computer paper, a set of markers, and an hour or two of just hammering out ideas. In the case of Paper prototyping whole hours of coding time can be saved by experimenting with the visual flow of the website, adding new features and links- with just the swish of a pen or the tear of a sheet. It also serves as a perfect time to explain the concept of the human computer, a

Case stuDies aND examples o xo G o o d G r ips

OXO founder Sam Faber and his wife had a problem. Though they both loved to cook, she was beginning to have difficulty in gripping the various kitchen tools (the potato peeler in paticular) due to her developing arthritis. Out of this dillema came the Good Grips line of kitchen

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tools,which instantly became a hit because they were dishwasher safe, aesthetically pleasing, affordable, and above all: all of their handles were coated with a thick soft rubber grip which functioned just as well when wet or dry. Though he was initially inspired by his wifes arthritis, he refused to limit the product line to just arthritics, and in doing so he established an inernationally recognized, award-winning line of houseware goods, and after just two years on the market the company reported sales in execess of $3 million, and in the interim has continued to grow at a rate of 50% per year.

is particularly dangerous in Spanish speaking households as Once translates to eleven) Currently Wolf is in the process of designing a better label for prescription bottles as part of an initiative by the American College of Physicians Foundation. They plan on unveiling the redesign soon.
pro bl e m 2 - pa c k a gin g

The iconic amber medicine bottle recently turning 50, and it looks it. Other than the addition of a child-proof cap in the 1970s, this stalwart of the pharmacy world looks the exact same as when it was introduced. Deborah Adler and ClearRx look to change all that, for the better. It began when her Grandmother Helen accidently swallowed a dose of medication intended for her husband Herman, though she escaped the incident relatively unharmed, she is in the minority or users to do so (in a recent Target poll, 60 percent of prescription users have used that medication incorrectly). The precription bottle with its myriad of annoyances and problems
1) The company / stores logo dominates in visual hierachy 2) Numbers abound, with no distinction between codeing, and instructions 3) Poor color combinations for alerts and text 4) The curved surface is difficult to read on, as only a few lines at a time are visable. 5) Minute typography - results in most people ignoring the medication user manual

targ et perscri p t i on bot t le resd es i gn p rob lem 1 - word i n g

When Micheal Wolf paged through dusty, yellowing pharmacists logs from the 1890s at the Smithsoniam National Museaum of American Histoty, he found the folloing entry from a druggists encounter with a confused patient: Shake Well, the patient read outloud questioningly to the pharmacist from his prescription bottle label, Does that mean I shake myself? Wolf was in the process of researching the level at which Americans are able to comprehend the directions on their medicine bottles. An Important issue, as currently an estimated 1.5 million patients are hurt each year from simple medication errors, of which an estimated one third of these incidents occurred in the home. The issue at hand becomes even more potentially dangerous when one considers the expected upswing in the number of seniors as the Baby Boomers slowly. Its just simple mathematics- if the yearly medicine intake has increased to 6 or 7 types each year as opposed to 4 or 5 (in 2002) the chances for mistakes to occur increases exponentially. However, diagnosing the problem is confounded when one considers that the confusing instructions on the bottle are often the doing of the individual pharmacist- resulting in such awkward instructions as Take twice daily, Take two pills 4 times a day, or Once a day (a problem that

was almost deadly. The new label layout as well as a bottle design by Klaus Rosburg (which literally turns the old design on its ear). Included with the bottles for pills and liquids are the following improvements:
Easy I.D. - The name of the drug is printed on the top of the bottle, so its visible if kept in a drawer. Code red - The red color of the bottle is Targets signatureand a universal symbol for caution. Information hierarchy. - Adler divided the label into primary and secondary positions, separated by a horizontal line. The most important information (drug name, dosage, intake instructions) is placed above the line, and less important data (quantity, expiration date, doctors name) is positioned below. Upside down to save paper. - Klaus Rosburg, a Brooklyn-based industrial designer hired by Target, came up with an upside-down version that stands on its cap, so that the label can be wrapped around the top. Every piece of paper in the package adds up to one eight-and-a-halfby-fourteen-inch perforated sheet, which eliminates waste and makes life easier for pharmacists.

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Green is for Grandma. - Adler and Rosburg developed a system of six colored rubber rings that attach to the neck of the bottle. Family members choose their own identifying shade, so medications in a shared bathroom will never get mixed up. An info card thats hard to lose. - A card with more detailed information on a drug (common uses, side effects) is now tucked behind the label. A separate, expanded patient-education sheet, designed by Adler, comes with three holes so it can be saved in a binder for reference. Take daily.- Adler avoided using the word once on the label, since it means eleven in Spanish. Clear warnings - Adler decided that many of the existing warning symbols stuck on pill bottles dont make much sensethe sign for take on an empty stomach, for instance, looked like a gas tank to her so together with graphic designer Milton Glaser, for whom she now works, she revamped the 25 most important.

un ive r s a l De s ign

Not a Case Study per-say, the idea of Universal Design poses a fairly interesting ideology, one in which products are made to be as accessable to as many different types of users as possible. What makes it interesting (As explained by the Georgia Tech research team) is how it also looks to utilize the strengths of certain designs for unintended (non-disabled) users.
One example of universal design is a cell phone created for the hard of hearing; it would also be useful to people talking on their phones in noisy environments. Another is a cell phone designed for the blind; it could be useful to people in situations where their visual attention is somewhere else, such as a person driving a car.

Following the critical success of her thesis work, Adler approached the FDA with her ideas, but her work was quickly picked up by Target and produced in record time. The result is a striking shift in Design focus- a design that is both easy to use as well as being aesthetically pleasing.

iN CoNClusioN

D esi g n for D em oc rac y

Though established in 1998, this AIGA initiative found its true calling in the Chad filled days of November 2000. In the wake of an election decided by the courts, rather than the people it was clear to the group that there was a need to make the interaction between government and citizen more understandable and efficient. It has since started to collaborate with government policy makers as well as academic researchers to better serve the needs of the American voter (in all languages). In the last seven years, the initiative has added Cook County, Illinois, the state of Oregon, and the National institute of standards and Technology (NIST) to its client list. The most recent development, the adoption of their recommended best practices for ballot and polling operations (along with a full set of samples to be used and modified by local offices) by the Election Assistance Commission (EAC). The development and implementation of interaction design principals will be key in reducing the level of confusion, come November 2008. In time, this initiative may move on to other much needed Re-Designs, with Tax forms being high up on this authors list.

As this paper has shown, the fields of Graphic Design and Usability, though they are often put at odds with one another professionally, they tend to discover that they are seeking the same goal, a better world of communication and integraded technology. Though progress may be slow, measured only in the small victories (a softer carrot peeler, a more successful logo, a better and prettier website) the changes are still occuring. Consider the revolution in pharmaceutical containers, a resensitization between citizen and election, the inkless touchscreen printer interface. Each and every one of these products was designed becuase there was a gunuine need for them. Each one of these items were designed in regards to the needs for both functionality and aesthetics. Perhaps the Design world (and it truely will be the World in the coming decade) is beggining to realize the simple truth behind Don Normans words ... Attractive things do work better. Better yet, the world is beggining to apply this truth once again.

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Works CiteD a r t i c les Business Benefits of Usability. Usability Professionals Association (upa). 2006. 12 March 2007 <http://www.upassoc.org/usability_resources/usability_in_the_real_world/benefits_of_usability. html> Cost-benefit analysis of usability engineering techniques. Proceedings of the Human Factors Society 34th Annual Meeting. Human Factors Society. Santa Monica, CA. 1990 <http://www. upassoc.org/usability_resources/usability_in_the_real_world/index.html> Usability in the Real World. Usability Professionals Association (upa). 2006. 12 March 2007 <http://www.upassoc.org/usability_resources/usability_in_the_real_world/index.html> What is Usability. Usability Professionals Association (upa). 2006. 12 March 2007 <http://www. upassoc.org/usability_resources/usability_in_the_real_world/index.html> Bernard, Sarah. New York. The Perfect Precription- How the pill bottle was made- sensibly and beautifully. 18 April 2005. <http://nymag.com/nymetro/health/features/11700/> Cloninger, Curt. A List Apart. Usability Experts are from Mars, Graphic Designers are from Venus. 28 July 200 <http://www.alistapart.comarticles/marsvenus/> Givechi, Rocshi et al. Impact: Inspiring Graphic Design through Human Behaviors. Design Studies. ed. Audrey Bennett. New York. Princeton Architectural Press, 2006. 306-10 Lingaard, Gitte. Deconstructing Silos: The Business Value of Usability in the 21st Century. USABILITY, Gaining a Competitive Edge. Ed. Judy Hammond et al.. Boston. Kluwer Academic Publishers, 2002. 3-20. Long, Frank. frontend.com. One Size Fits Nobody <http://infocentre.frontend.com/infocentre/ articles/interfaceintheenviroment.html> Myers, Brad A.A brief History of Human Computer Interaction Technology.ACM interactions. Vol. 5, no. 2 March 1998. 44-54 Neilson, Jakob. Jakob Nielsons Alertbox. Beyond Accessibility: Treating Users with Disabilities as People. 11 November, 2001 <http//www.useit.com/alertbox/20011111.html> Norman, Don. jnd.org. Emotion & Design: Attractive things work better. 2002 <http://www.jnd. org/dn.mss/emotion_design.html> Porter Josua.Where Visual Design Meets Usability- An Interview with Luke Wroblewski, Part 1.22 June 2006. 12 March 2007 <http://www.uie.com/articles/wroblewski_interview/> Rhodes, John S.. A Business Case for Usability. 24 October 2001. 12 March 2007 <http://www. webword.com/moving/businesscase.html>

Schoeffel, Dr. Roland. The concept of Product Usability, a standard to help manufacturers to help consumers. International Organization of Standards Bulletin. March 2003. 3 March 2007 <www. iso.org/iso/en/commcentre/isobulletin/articles/2003/pdf/usability03-03.pdf> Spillers.Graphic Design vs. Usability.27 April 2004. 12 March 2007 <http://experiencedynamics. blogs.com/site_search_usability/2004/04/would_you_like_.html> American Institute for Graphic Arts (AIGA). 23 Nov 2007. Design for Democracy. <http://www. designfordemocracy.org/> Design Council. 18 Jan 2007. OXO Good Grips. <http://www.designcouncil.org.uk/en/ CaseStudies/All-Case-Studies/Oxo-Good-Grips/> eMaxHealth. North Western university. 29 Nov 2006.Many Patients dont Understand Precription Medicine Labels. <http://www.emaxhealth.com/948422.html> Georgia Research Tech News. Georgia Tech. 19 Dec 2005. Accessibility Analysis: Researchers Evaluate Products Usability for People with Disabilities and Recomend Design Improvements. <http://gtresearchnews.gatech.edu/newsreleases/acess.htm/> bo o k s Lencioni, Patrick. The Five Dysfunctions of a Team: A Leadership Fable. Jossey-Bass, 2002. Raizman, David. History of Modern Design. Upper Saddle River: Prentice Hall, 2004. Usability, Gaining a Competitive Edge. ed. by Judy Hammond et. al. Boston: Kluwer Academic Publishers, 2002. Schaffer, Eric. Institutionalization of Usability: a Step-By-Step Guide. San Francisco: AddisonWesley. 2004 We bs ite s American Institute for Graphic Arts. 2007. <http://www.aiga.org> National Aeronautics and Space Administration. 2006. <http://humanfactors.arc.nasa.gov/> The Usability Professionals Association (upa). 2006 <http://www.usabilityprofessionals.org>

Works refereNCeD Warde, Beatrice. The Crystal Goblet.The Crystal Goblet, Sixteen Essays on Typography. 1955. The Sylvan Press.

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A Better Tighty Whitey (11 April 04)

a blog post from Airbag Industries (http://www.airbagindustries.com/)

project two
form redesign

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the simple handwriting test done for this project. it tested font size, leading, and the relative ability for people to write multiple lines on a blank space.

here the findings from the handwriting test are integrated- the result is a form which is easy to write on and just as easy to read. the text block is roughly the size of 250 characters- or the average length of a well-written paragraph. usually enough for basic incidents- and just enough to get the gist of a more lengthy one, serving as a coversheet / summerary.

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Visual Heirachy Issue between Memorial Union and Incident Report

The Memorial Union label is in conflict for attention & it distracts from the real label of the page. Also, the combination of Italics, all Caps, and Underline give the title a harsh emotional feel - not somthing one wants to encounter in the case when reporting is less than voluntary

Line Leading is too tight for average usage

Difficult to read, Difficult to fill out, Difficult for the office to read.

3 4 5 6

Time & Location fields are the same size Wording both Leads the User & leaves them - too open ended Instructions are lacking in what they request & the required tone Big blank field is near-impossible to use when writing out a full detailed report, ESPECIALLY one that is intended to be read by someone other than the writer at a later date. Witness / es ... am I supposed to have a witness ... two of them? Why is Reported by less important that the witnesses names? Address and Phone fields are the same size Why is the title or position of the Reporter more important than their name visually?
What if this was a student reporting on a Professor, or a worker against their boss?

7 8 9 10

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1 2 3 4 5 6

7 8 9 10

Visual Heirachy Issue between Memorial Union and Incident Report Visual Heirachy Issue is resolved, also the name & address is added Line Leading is too tight for average usage Line Leading is now based upon handwriting test Time & Location fields are the same size Time & Location fields are now an appropriate size Wording both leads the User & leaves it too open ended Now the subject matter is a choice ... as well as the option of Other Instructions are lacking in what they request & the required tone The required tone is explained, as well as what is needed Big blank field is near-impossible to use when writing out a full detailed report, ESPECIALLY one that is intended to be read by someone other than the writer at a later date. Now, the option of 1 or 2 witnesses is available ... but unexplained. Witness / es ... am I supposed to have a witness ... two of them? Right at the top the User has both Subject and Reporter Why is Reported by less important that the witnesses names? Address & Phone fields are now an appropriate size Address and Phone fields are the same size No longer listed ... if needed, it must be for all people or no one Why is the title or position of the Reporter more important than their name visually?

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1 2 3 4 5 6

7 8 9 10

Visual Heirachy Issue between Memorial Union and Incident Report Visual Heirachy Issue is resolved, also the name & address is added Line Leading is too tight for average usage Line Leading is now based upon handwriting test Time & Location fields are the same size Time & Location fields are now an appropriate size Wording both leads the User & leaves it too open ended Now the subject matter is a choice ... as well as the option of Other Instructions are lacking in what they request & the required tone The required tone is explained, as well as what is needed Big blank field is near-impossible to use when writing out a full detailed report, ESPECIALLY one that is intended to be read by someone other than the writer at a later date. Now, the option of 1 or 2 witnesses is available ... but unexplained. Witness / es ... am I supposed to have a witness ... two of them? Right at the top the User has both Subject and Reporter Why is Reported by less important that the witnesses names? Address & Phone fields are now an appropriate size Address and Phone fields are the same size No longer listed ... but it needs to be for all persons listed Why is the title or position of the Reporter more important than their name visually? Key words are Bolded, final instructions for Witnesses are added, certain lines are softened to increase visual hierachy, and the title is enlarged. Final result: A form that is easier to use, easier to read, and easier to reference / skim for key information.

Incident Report
Subject: Nature of Incident:

Reported by:

Date of Incident: Time: Location:

Where, and Why)

Describe the Incident in Full Detail, Remain as Impartial in your Report as possible (answer Who, What, When,

When you are finished filling out this Incident Report, have a witness (if possible) review the contents and sign below.

Witness:

Witness:

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The overuse of this form for copies has lead to a wearing down of this grey bar- very hard to read once it has been digitally scanned, The use of Black on a 50% grey background was hard to read before, now its near impossible. Especially condidering its the headline. Name & Local Phone fields are the same size Hard to write in such a small space The user is given a horizontal boz in which to write out a list
(the blank space dosent help for wrting out the details. Also, not much room)

3 4 5 6

Bad. Just Bad. Near impossible to fill out, information that should read horizontal is given a fat square (not rectangle) to live in same amount of space for your supervisors name as for the entire list of your duties...
(also, why is soo much room given to your phone number?)

8 9

Name, Address, and Phone fields are the same size

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The overuse of this form for copies has lead to a wearing down of this grey bar- very hard to read once it has been digitally scanned, A digital version of the form is now availale to print when needed The use of Black on a 50% grey background was hard to read before, now its near impossible. Especially condidering its the headline. The Background has been reduced to 15% Name & Local Phone fields are the same size Name of the applicant is given special prominence, Hard to write in such a small space
while phone numbers / addresses are given more traditional space A special section is designated, and by placing the number first, the reader is able to ascertain the hierachy that much easier

3 4 5 6

The user is given a horizontal boz in which to write out a list

(the blank space dosent help for wrting out the details. Also, not much room) Lines have now been provided, as well as a clearer explanation of what is requested

Bad. Just Bad. Near impossible to fill out, information that should read horizontal is given a fat square (not rectangle) to live in
requested, and more or a brief set of guidlines.

The area has now been broken up into a series of three columns, less of an essay is now

same amount of space for your supervisors name as for the entire list of your duties...
(also, why is soo much room given to your phone number?)

8 9

Name, Address, and Phone fields are the same size

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While researching a touch screen interface for a printing machine, we discovered that during a particular phase of the cleaning process the operators hands would get soiled with ink. In order to complete the process the operator had to interact with the touch screen, transferring the ink onto it. This made the remainder of the instructions and feedback difficult to read- until the screen was cleaned.. - Frank. Long One Size Fits Nobody http://infocentre.frontend. com/infocentre/articles/interfaceintheenviroment.html

project three

On Site Visit

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a small birds footprint

The Location: Ona Beach, OR The Assignment: Over the course of 2 hours, identify some aspect of your Thesis Project and do somthing that relates to it. My Solution: To conduct an impromptu On-Site visit, in order to learn somthing specific about this area that might impact a future Design project

Natures Elemets and how they interact Human Impact

small sand dunes

ona beach, or.

no sea spray

dominantwinddirection
ground covered

wind blasted hill

sea spray

intheleesideoftheoutcropping

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The dominant wind / sea spray patterns of the coast, very improtant to consider when designing for: 1) Beach goes 2) The residents 3) The elements themselves.

trad. trail markers

an old campfire

a seat cut into a tree sea spray

noseaspray

windseffectonthehill&houses

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project four

Sample Usability Assessment Test

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