WE ENSURE USER ACCEPTANCE Air Traffic Management Defence Usability vs. user experience The international critical control room congress Maritime Public Transport Public Safety 6 th December 2017
The situation: Introduction of a new system in a control room. Requirements have been fulfilled Usability test have been performed When going life: End-users said they cannot work with that system. it is not safe to work with that system To lower resistance we need to take care of UX. 2
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 User Experience A person's perceptions and responses that result from the use or anticipated use of a product, system or service includes all the users emotions, beliefs, preferences, perceptions, physical and psychological responses, behaviours and accomplishments Perceived quality of the product/system 3
User Experience Anticipation Prior experiences Beliefs Emotions Usability Effective, efficient and satisfying use Perception Responses Accomplishments Work Home 4
Ensuring UX is a process by itself that runs in parallel to the general project management It should start in a very early phase of the project UX is an on-going process 5
If not managed from the start things might get a life of its own resulting in wrong perceptions, increasing resistance 1:10:100..from $1 invensted in UX, you save $10 in fixing issues during development, and $100 if the project has already been released or is rejected. https://nearsoft.com/blog/how-to-make-100-for-every-dollar-you-invest-in-ux-3/ 6
Consumer electronics Safety critical control room Is there anything special? Common goal: Ensure good UX Make people buy our products Increase image Make the users feel safe Currently focus on error prevention Ensure trust in the system Ensure situational awareness If something goes wrong effects can be much more dramatic 7
Usability testing Requirements Creativity sessions Workshops Mock-ups Storyboards UX must consider how it affects safety. but Tools are available Human-centric design process Situational awareness SUS prototypes User experience questionnaire Information stream analysis Good UX facilitates the transition. UX affects the perceived quality of the public. 8
We know the users - Only a limited amount of users - We know the skills of our users - We have direct access to the users - Professional users are predictable We know the environment and context - System are built for a specific purpose - We are familiar with safety requirements Involve the experts!!! 9
Don t ask the users what they want We do not want a huge wish list Jakob Nielsen: Never ask the users. but listen to what they have to say. Understand what they need. It makes a huge difference if they see their ideas developed in the system 10
UX is essential for the success UX pays back multiple times It increases the public image UX methods are available UX can be applied in safety critical control rooms 11
Air Traffic Management Defence Maritime Public Transport Public Safety