Information Technology Reference
In-Depth Information
Chapter 1
Introducing User-Centered
Systems Design
Abstract If designers and developers want to design better technologies that are
intended for human use they need to have a good understanding of the people who
are or who will be using their systems. Understanding people, their characteristics,
capabilities, commonalities, and differences allows designers to create more
effective, safer, efficient, and enjoyable systems. This topic provides readers with
resources for thinking about people—commonly called ''users''—their tasks and
the context in which they perform those tasks. Our intention is to enable you to
make more informed decisions when designing complex interactive systems. This
chapter thus introduces this argument through example design problems. We then
present the benefits and costs associated with understanding the user. Two
approaches for understanding users are introduced. The first is a framework called
the ABCS for understanding, in broad strokes, different aspects of users. The
second is user knowledge and action simulation for developing and testing how
users approach tasks in more detail. After reading this chapter you should be able
to appreciate why it is important to understand users, and the associated benefits
and costs of doing so.
1.1 Introduction
Most of us use interactive technologies every day—cell phones, TVs, alarm
clocks, cars, vending machines, computers, cameras, microwaves, ovens, ticket
machines—the list is endless.
Technology can help us achieve what we desire to do or need to do, but it can
also hinder us. When we cannot get something done, when our expectations are not
met, or when technology is too hard to use, we get frustrated. When technologies
and systems are unpredictable, delays and unforeseen problems can occur.
This topic is about designing technology and systems for use by people. We
offer an introduction to what we know about why humans do what they do when
they do it as users of technology. The topic has one central premise:
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