PESO HF LabTour 2007 10

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Information about PESO HF LabTour 2007 10

Published on March 5, 2008

Author: Michelangelo



Human Factors Engineering at AT&T Labs :  Human Factors Engineering at AT&T Labs Aaron Bangor, Ph.D., CHFP October 10, 2007 Consider the Users:  Consider the Users Outline:  Outline Background of Human Factors and Ergonomics Human Factors at AT&T Examples Questions & Wrap-Up Lab Tour Slide4:  I. Background of Human Factors and Ergonomics What is “Human Factors” and “Ergonomics”:  What is “Human Factors” and “Ergonomics” Ergonomics (or human factors) is the scientific discipline concerned with the understanding of interactions among humans and other elements of a system, and the profession that applies theory, principles, data, and methods to design in order to optimize human well-being and overall system performance. HF/E professionals contribute to the design and evaluation of tasks, jobs, products, services, environments, and systems in order to make them compatible with the needs, capabilities, and limitations of people. (From the Human Factors and Ergonomics Society & International Ergonomics Association) Usability:  Usability usability: Extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use. (ISO 9241-11) Usability is an attribute and is considered in conjunction with utility (i.e., a product must be both useful and usable) Note that this definition does not pertain specifically to physical or cognitive abilities of the user, or specifically how they do it, only their ability to accomplish some desired task Accessibility:  Accessibility ANSI/HFES (though not part of the standard): the set of properties that allows a product, service, or facility to be used by people with a wide range of capabilities, either directly or in conjunction with assistive technologies. ISO: usability of a product, service, environment or facility by people with the widest range of capabilities. Although the term "accessibility" typically addresses users who have a disability, the concept is not limited to disability issues. Note that overall accessibility is not a “Yes/No” issue. Something can be more accessible or less. Determining if something is “accessible” depends on the person, their specific type of disability, what they’re doing, and their context of use. Design for All:  Design for All Universal design is the concept and process of making things usable by people with the widest possible range of abilities and within the broadest range of environments/circumstances as practical. This means: Making a design that fulfills users’ needs Designing for people with disabilities Designing for users in limiting conditions Making products flexible enough to accommodate the diversity of people who use them Where the product cannot practically support all users, design it so that it can work in conjunction with other products that can make it usable (i.e., compatible with assistive technology) Slide9:  II. Human Factors at AT&T The Human Factors Group:  The Human Factors Group Goal: Improve the usefulness and usability of products, which results in increased revenue and lower support costs for the company Human Factors represents the user in the design of products Focused on a systems approach to “User-Centered Design” Primarily interested in Usability, but also need an understanding of what users do and how they do it – User Modeling Accessibility is considered in conjunction with users’ needs and how they accomplish tasks These considerations require collection and analysis of data Slide11:  Technology Evaluation Making products & systems highly usable Meeting customer needs Enhancing operational effectiveness Usability evaluation Customer needs analysis Task & process analysis Technology evaluation Human Factors Data Collection Customer Centric Design:  End with the user What users want What users need What users know How users work User capabilities User limitations Design and Development Objective user testing Subjective user evaluation Post-deployment analysis Iteration of design Start with the user Customer Centric Design Slide13:  Human Factors & Product Development Essential, Maximum Benefit Essential Slide14:  Areas of Focus for HF/E The HF/E Conundrum:  The HF/E Conundrum Good Design is Invisible “Good” designs generate words like: Intuitive Simple Easy-to-use … or no words at all “Bad” designs generate words like: Training Manual Eventually figure it out Help Slide16:  III. Examples Example: Usability Study:  Example: Usability Study High Speed Internet – Self-Install Kit Problem: Success of deploying DSL keyed on customers setting up their own service, including mode, filters, network card, and software What Human Factors did: Multiple usability tests with actual customers Changes made that addressed problems found in user testing Results: Success rate increased from about 10% to over 90% Installation time decreased by almost half Over 90% of all consumer DSL installs are self-installations Example: User Modeling:  Example: User Modeling Call Routing Using Speech Recognition Problem: Hundreds of millions calls to numerous call centers with thousands of ways to express hundreds of tasks What Human Factors did: Collected tens of thousands of customer statements of their task “[ah] i want to pay my bill” or “i want new phone service for my home” Created a categorization scheme into about 100 Verb-Noun buckets that concisely express customers’ tasks Results: Large increases in direct routes from first statement, coverage of customer statements, and correctly identifying customers’ tasks IV. Questions:  IV. Questions ? Slide20:  V. Lab Tour

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