Health self-management of older employees: identifying critical peak experiences of a patient portal

Digitalization could provide efficient and cost-effective health and well-being services to the rapidly aging population. However, digital services do not always meet their needs. We investigated the experiences and service needs of older employees by collecting quantitative and qualitative data through a survey (n = 497). The results suggested a negative association between user satisfaction and age during retirement transition. Peak experiences were meaningful, explaining a 26% variation in the overall evaluation of the portal. The negative peak experiences concerned poorly functioning features, and the positive ones the ability to take care of one’s health smoothly and easily. The respondents had high expectations for functionality, efficiency, and ease of use. They wanted more support for self-managing health: controlling weight, sleeping, recovery, and exercising

Developing mHealth Solutions for Natural Family Planning

Natural Family Planning (NFP) is a method to help couples determine the fertile and infertile times of a woman’s menstrual cycle with natural indicators of fertility. NFP methods have advantages over other methods of family planning. Proper use of NFP methods also ensures high effectiveness (close to 98%) in helping couples avoid pregnancy. However, very few physicians prescribe NFP to their patients due to lack of credibility to the fertility methods and lack of access to NFP knowledge. The Marquette University College of Nursing Institute for Natural Family Planning has been researching for many years to increase knowledge and efficiency of NFP. Their proposed evidencebased Marquette Model (MM) for NFP already showed success as an internet based charting system. It is obvious to have an effective mHealth (mobile health) solution for NFP because of enormous growth of smart phones. We have designed and developed muFertility, a mHealth framework that follows the MM so that couples can chart the menstrual cycles. In this thesis, we have discussed the major human computer interface (HCI) and design issues. We also have also presented how user feedback cycle based approach can be used to incorporate user experiences in the development and deployment of a mHealth solution

Visual aesthetics and user experience: a multiple-session experiment

The article reports a longitudinal lab experiment, in which the influence of product aesthetics and inherent product usability was examined over a period of 7 weeks. Using a 2 × 2 × 7 mixed design, visual aesthetics (high vs. low) and usability (high vs. low) were manipulated as between-subjects variables whereas exposure time was used as a repeated-measures variable. One hundred and ten participants took part in the study, during which they carried out typical tasks of operating a fully automated coffee machine. We measured user experience by using the following outcome variables: perceived usability, perceived attractiveness, performance, affect, workload and perceived coffee quality (gustatory aesthetics). We found no effect of visual aesthetics on user experience (including perceived usability as the chief outcome variable), which is in contrast to a considerable number of previous studies. The absence of such an effect might be associated with influencing factors that have not yet been given sufficient attention (e.g., user identification with product, sensory dominance, characteristics of specific products)

Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design

Understanding the user experience of chatbots for customer service is essential to realize the potential of this technology. Such chatbots are typically designed for efficient and effective interactions, accentuating pragmatic quality, and there is a need to understand how to make these more pleasant and engaging, strengthening hedonic quality. One promising approach is to design for more humanlike chatbot interactions, that is, interactions resembling those of skilled customer service personnel. In a randomized experiment (n = 35) we investigated two chatbot interaction design features that may strengthen the impression of a humanlike character: (a) topic-led conversations, encouraging customer reflection, in contrast to task-led conversations, aiming for efficient goal completion, and (b) free text interaction, where users interact mainly using their own words, rather than button interaction, where users mainly interact through predefined answer alternatives. dependent variables were participant perceptions of anthropomorphism and social presence, two key concepts related to chatbot human likeness, in addition to pragmatic quality and hedonic quality. To further explore user perceptions of the interaction designs, the study also included semi-structured interviews. Topic-led conversations were found to strengthen anthropomorphism and hedonic quality. A similar effect was not found for free text interaction, reportedly due to lack in chatbot flexibility and adaptivity. Implications for theory and practice are suggested.publishedVersio

User experience in cross-cultural contexts

This dissertation discusses how interdisciplinary UX teams can consider culturally sensitive design elements during the UX design process. It contributes a state-of-the-art meta review on UX evaluation methods, two software tool artifacts for cross-functional UX teams, and empirical insights in the differing usage behaviors of a website plug-in of French, German and Italian users, website design preferences of Vietnamese and German users, as well as learnings from a field trip that focused on studying privacy and personalization in Mumbai, India. Finally, based on these empirical insights, this work introduces the concept culturally sensitive design that goes beyond traditional cross-cultural design considerations in HCI that do not compare different approaches to consider culturally sensitive product aspects in user research

from Issue Investigation to Design Solutions

학위논문(박사) -- 서울대학교대학원 : 공과대학 산업공학과, 2021.8. 윤명환.가전제품을 포함한 현대 기술은 사용자의 삶에 혜택을 제공하지만 제조업체와 설계자의 접근성 지원 부족으로 인해 장애인 및 고령 사용자는 그 혜택으로부터 소외되었다. 여러 신 기능의 개발 및 발전은 비장애인 사용자의 삶의 질을 풍요롭게 한 것과는 반대로 이러한 기능들은 복잡도가 상향되어 장애인 및 고령 사용자의 접근성과 독립적 사용을 저해하고 이내 사용자 경험을 저하시켰을 뿐이다. 이와 같이 접근성 지원이 필요한 상용자의 사용자 경험을 수집하는 것은 생각보다 번거로운 일이다. 대상 사용자들은 민감한 개인정보상의 이유로 사용자 경험 제공을 꺼릴 수도 있고, 인터뷰나 설문조사를 수행하기에 적합한 조건이 아닐 수도 있으며, 더 나아가 소통에 어려움이 있을 수도 있다. 이와 같은 문제는 제조업체나 설계자와 같은 이해당사자와 대상 사용자 간에 장벽을 만들고, 이러한 장벽은 사용자들이 일상 제품을 사용하며 겪게 되는 문제를 온전히 이해하고 정의하는 것을 어렵게 만들어 공감의 형성이 불가능해진다. 이해당사자들은 장애가 있다는 것, 고령이 된다는 것을 경험해 보지 못 했기 때문에 그들의 사용자 경험을 잘못 해석할 수 있고, 이러한 공감의 부족은 장애인 및 고령 사용자에 대한 편견과 오해로 이어진다. 결국, 접근 가능한 제품 개발을 목표로 하는 제조사나 설계자가 이들의 불편사항 및 요구를 인지한다 해도 대상 사용자의 이러한 문제를 해결하기는 어렵거나 심지어 불가능하기도 하다. 이러한 문제로, 본 연구의 3장에서는 인터뷰와 관찰 데이터를 기반으로 가전제품 사용 맥락에 따른 네 가지 사용자 유형에 대한 여덟 종류의 퍼소나를 개발하였다. 시각장애(전맹, 저시력), 청각장애(농아, 인공 와우), 척수장애(주먹 쥔 손, 펴진 손), 고령자(할머니, 할아버지) 퍼소나는 각각 퍼소나 카드의 시나리오와 같은 형식으로 접근성 이슈를 제공하여 실 사용자와 면대면으로 만나기 어려운 이해당사자로 하여금 대상 사용자의 접근성 이슈를 파악하고 공감할 수 있도록 하는 것을 목표로 한다. 또한, 이해당사자들은 사용자 인터랙션 관점에서 장애인 및 고령 사용자의 다른 행태를 파악하고 이해할 도구가 필요하다. 본 연구의 4장에서는 위계적 작업분석(Hierarchical Task Analysis; HTA)을 수행하여 가전제품 사용 시 시간 순서에 따른 일반적 작업 구조를 제시하여 사용자의 작업 행태를 시각화 하였다. 이 구조와 함께 서블릭(Therblig)을 통해 사용자의 작업을 미시적으로 표현하였다. 서블릭은 가전제품 맥락에 맞도록 재정의하고 사용자군 별로 문제가 있는 서블릭이 파악된 경우 동작경제 원칙에 의한 설계 가이드에 따라 개선안을 제시하도록 하였다. 동작경제원칙은 사용자의 작업측면에서의 문제점과 설계측면에서의 해결안을 연관 지어 해석하는 짐을 덜어주는 역할을 해, 제안하는 접근성 도구는 접근성 평가 도구로서 큰 가치를 가진다. 마지막으로 본 연구의 5장에서는 기존 표준과 가이드라인을 수집해 설계 가이드라인을 개발하였다. 기존 표준 및 가이드라인은 여러 수치를 제공하고는 있지만 장애인 및 고령 사용자의 사용 맥락을 충분히 반영하지 못 하고 사용자의 신체 능력, 환경, 제품의 형태에 따라 적용이 어려워 실제적 활용도가 낮은 문제가 있다. 또한 접근성과 인간공학적 전문성이 부족할수록 실 적용이 어려워져 이러한 문서의 가치는 더욱 낮아질 수밖에 없다. 이에 장애인과 고령자의 사용 맥락을 반영해 가이드라인을 재정립하고 이를 기반으로 총 일곱가지의 프로토타입을 개발하였다. 총 14명의 참가자가 프로토타입을 평가하여 대상 가전제품의 접근성 향상 여부를 평가하였다. 대부분의 프로토타입은 성공적으로 접근성에 향상을 보여 설계 가이드라인의 유효성 또한 반증하였다. 또한, 본 논문에서 사용된 절차를 따라 접근성 보장 제품 설계 시 각 가이드라인의 수치를 어떤 식으로 설계에 적용하는지를 참고할 수도 있다. 본 논문의 의의는 다음과 같다. 첫 째, 본 논문은 시각장애, 청각장애, 척수장애인을 대상으로 사용자 조사를 진행하고 이를 기반으로 사용자들의 접근성 이슈를 퍼소나 형식으로 구체화하여 이해당사자가 대상 사용자와 보다 쉽게 공감할 수 있도록 하였다. 둘째, 본 논문은 접근성 연구분야에서 부족한 접근성 평가 도구를 제안하여 접근성 연구의 연구장벽을 낮추는데 기여하였다. 마지막으로 실제 접근성 향상 제품을 개발을 위한 가이드라인과 이를 기반으로 제작된 프로토타입을 실제 사용자들이 평가하도록 해 가이드라인의 실효성을 검증하였다. 전반적으로, 본 연구는 접근성 문제의 장벽을 돌파하기 위해 전반적인 제품 개발 프로세스를 적용하였으며 유니버설 디자인 관점에서 접근성 문제 해결을 위한 일련의 새로운 접근 방식으로 제안하여 사용자가 본인의 장애나 연령과 상관없이 제품 – 특히 가전제품 – 을 자유롭고 안전하게 사용하도록 하였다.Modern-day technologies - including home appliances - deliver benefits to our lives yet the lack of accessibility supports from the manufacturers and designers have forsaken a considerable number of elderly and disabled people. Unlike how the development and advancement with a variety of new functions and features enriched the quality of life for non-disabled users, it only degraded the user experience for the elderlies and disabled users since such functions and features come along with the increased complexity, which hinders not only the accessible use but also the independent use of a disabled or elderly user. Collecting user experience from the users in need of accessibility support is much more troublesome than one might think. The users may be reluctant to provide their user experience for sensitive privacy reasons, may not be in the appropriate physical conditions for interviews or surveys, or even have communication problems. Such barriers between the stakeholder and the target users do not allow the stakeholders to fully understand and define the problems these users confront every day; simply, impossible to build empathy. The lack of empathy breeds misconceptions on the elderly and disabled users, created by misinterpretation of the users’ experiences since the stakeholders have never experienced what it is like to be a disabled or elderly user. Even if manufacturers and designers who oversee developing accessible products recognize the needs and frustrations of the disabled population, it is challenging or even inaccessible for them to address these issues of their target customers. In Chapter 3, based on the interview and observation data, this study developed eight personas for four different types of disabled users under the context of home appliance usage: visually impaired (blind and low-vision), hearing impaired (deaf and cochlear implemented), spinal cord injured (opened palm and closed fist), and elderly (grandma and grandpa). Each persona provides their accessibility issues through a persona card and scenario-like explanation. Personas created in this study will help manufacturers and designers empathize with their users although they did not meet the real users face-to-face. Moreover, stakeholders need a tool to investigate how their users in need of accessibility support behave differently from non-disabled users, which provides a deeper understanding of the users’ perspectives in terms of “interaction.” In Chapter 4, this study conducted Hierarchical Task Analysis (HTA) and created general task structures of home appliances based on their product compartment and chronological usage phase. This task structure visualizes the user behavior. Combined with the task structure, therbligs expressed the user task on a micro-scale. Therbligs were redefined to fit the home appliance context and, if found problematic, there was the principle of motion economy to provide design guidance to solve the problems of corresponding therbligs. Moreover, the principle of motion economy is valuable because it reduces the burden of a researcher to convert a task-oriented problem found in terms of user behavior into a design-oriented solution. Lastly, in Chapter 5, a design guideline is developed by collecting existing standards and guidelines. Existing standards and documents related to accessibility lack a detailed explanation of real-world application, although the documentations provide various numerical values related to designs. The numbers are not directly implementable since the context-of-use of elderly or disabled users may vary by their capability, environment, and basically by the form factor of the products they use. Lower the expertise in ergonomics and accessibility less valuable the standards and guidelines will be to implement in a product design. With the design guideline developed and ideas collected from an ideation workshop, a total of seven prototypes were built. A total of 14 participants evaluated the prototype whether it enhanced the accessibility of target home appliances or not. As a result, most prototypes successfully improved the accessibility and approved the validity of design guidelines. This procedure as a case study will provide how to implement the principles and dimensional values found in the existing standards and guidelines when developing an accessible product. Overall, this study applied a whole product development cycle to breakthrough the barriers of accessibility problems and proposes it as a set of novel approaches for accessibility issues resolution based on the perspectives of universal design so that a user can freely and safely use their products – especially home appliances – regardless of their disability or age.Chapter 1 Introduction 1 1.1 Accessibility Barriers 1 1.1.1 Barriers for Users 1 1.1.2 Barriers for Stakeholders 3 1.2 Research Objectives and Study Outline 12 Chapter 2 Background 15 2.1 Target Users and Products 15 2.1.1 Target Users 15 2.1.2 Target Home Appliances and Compartments 19 2.2 Definition of Accessibility 29 2.3 Design Approach 33 2.3.1 Accessible and Universal Design 33 Chapter 3 Persona to Investigate the Accessibility Issues of Disabled and Elderly Users Under the Context of Home Appliances Usage 35 3.1 Overview 35 3.2 Methods 38 3.2.1 User Data Collection 38 3.2.2 Data Analysis for Personas 42 3.2.3 Persona Creation for Identifying Accessibility Issue 45 3.3 Persona Development 48 3.3.1 User Behaviors and Characteristics 48 3.3.2 Created Personas 53 3.4 Results and Discussion 59 3.4.1 Behaviors and Characteristics of Personas 60 3.4.2 Accessibility Issues from Personas 67 3.5 Probable Applications and Future Studies 77 Chapter 4 TAT: Therbligs as Accessibility Tool 82 4.1 Overview 82 4.1.1 Task Analysis 84 4.1.2 Therbligs and Motion Studies 86 4.1.3 Redefining Therbligs 89 4.1.4 Changes in the Principles of Motion Economy 95 4.2 Methods 102 4.2.1 Therblig-based Task Analysis 103 4.2.2 Task Evaluation 107 4.3 Results 109 4.3.1 General Task Structures 109 4.3.2 Accessibility Evaluation Results 116 4.4 Discussions 122 4.4.1 Problematic Therbligs and Related Principles of Motion Economy for Improvements 125 4.4.2 The Final Set of Therbligs for Accessibility Evaluation 133 4.4.3 New Task Design for Disabled and Elderly Users 139 4.5 Conclusion 142 Chapter 5 Accessible Home Appliance Designs : Prototyping and Design Guidelines 145 5.1 Overview 145 5.2 Ideation for accessible home appliances 148 5.2.1 Ideation Workshop 148 5.2.2 Ideation Result 153 5.3 Development of Design Guidelines and Prototypes 156 5.3.1 Design Guideline Principles 161 5.3.2 Prototyping 173 5.4 Experiment for validation 186 5.4.1 Evaluation Results 188 5.5 Discussion 197 5.6 Conclusion 201 Chapter 6 Conclusion 203 Bibliography 206 국문 초록 222 감사의 글 225 Acknowledgment 226 APPENDICES 227박

User experience in cross-cultural contexts

This dissertation discusses how interdisciplinary UX teams can consider culturally sensitive design elements during the UX design process. It contributes a state-of-the-art meta review on UX evaluation methods, two software tool artifacts for cross-functional UX teams, and empirical insights in the differing usage behaviors of a website plug-in of French, German and Italian users, website design preferences of Vietnamese and German users, as well as learnings from a field trip that focused on studying privacy and personalization in Mumbai, India. Finally, based on these empirical insights, this work introduces the concept culturally sensitive design that goes beyond traditional cross-cultural design considerations in HCI that do not compare different approaches to consider culturally sensitive product aspects in user research

Understanding and supporting mobile application usage

In recent years mobile phones have evolved significantly. While the very first cellular phones only provided functionality for conducting phone calls, smartphones nowadays provide a rich variety of functionalities. Additional hardware capabilities like new sensors (e.g.~for location) and touch screens as new input devices gave rise to new use cases for mobile phones, such as navigation support, taking pictures or making payments. Mobile phones not only evolved with regard to technology, they also became ubiquitous and pervasive in people\u27s daily lives by becoming capable of supporting them in various tasks. Eventually, the advent of mobile application stores for the distribution of mobile software enabled the end-users themselves to functionally customize their mobile phones for their personal purposes and needs. So far, little is known about how people make use of the large variety of applications that are available. Thus, little support exists for end-users to make effective and efficient use of their smartphones given the huge numbers of applications that are available. This dissertation is motivated by the evolution of mobile phones from mere communication devices to multi-functional tool sets, and the challenges that have arisen as a result. The goal of this thesis is to contribute systems that support the use of mobile applications and to ground these systems\u27 designs in an understanding of user behavior gained through empirical observations. The contribution of this dissertation is twofold: First, this work aims to understand how people make use of, organize, discover and multitask between the various functionalities that are available for their smartphones. Findings are based on observations of user behavior by conducting studies in the wild. Second, this work aims to assist people in leveraging their smartphones and the functionality that is available in a more effective and efficient way. This results in tools and improved user interfaces for end-users. Given that the number of available applications for smartphones is rapidly increasing, it is crucial to understand how people make use of such applications to support smartphone use in everyday life with better designs for smartphone user interfaces.Mobiltelefone haben sich innerhalb der letzten Jahre signifikant weiterentwickelt. Während erste Modelle lediglich Sprachtelefonie zur Verfügung stellten, ermöglichen heutige Smartphones vielseitige Dienste. Technologische Fortschritte, wie beispielsweise GPS-Lokalisierung und berührungsempfindliche Displays, haben neue Einsatzbereiche für Mobiltelefone eröffnet, wie solche als Navigationsgerät oder als Fotoapparat. Doch nicht nur in Bezug auf die Technologie haben sich Mobiltelefone weiterentwickelt, sondern auch in der Verbreitung ist die Anzahl der Geräte enorm gestiegen. Sie werden allgegenwärtig im täglichen Leben genutzt, da sie ihre Anwender bei verschiedensten Aufgaben unterstützen können. Das Aufkommen von Vetriebsplattformen für die Verbreitung mobiler Software erlaubt es dem Anwender selbstständig Modifikationen an der Funktionalität seines Geräts vorzunehmen und dieses an persönliche Zwecke und Ansprüche anzupassen. Bisher ist wenig darüber bekannt, wie sich Anwender die Vielfalt zu Verfügung stehender Applikationen zu Nutze machen. Als Folge daraus gibt es bisher nur rudimentäre Unterstützung für Anwender, die Vielfalt von Applikationen effektiv und effizient einzusetzen. Diese Dissertation ist durch den Wandel des Mobiltelefons vom reinen Kommunikationsgerät hin zum multifunktionalen Werkzeug motiviert. Das Ziel dieser Arbeit ist es, Systeme für die Unterstützung einer besseren mobilen Applikationsnutzung zu entwickeln, deren Design auf dem neuen Verständnis von Benutzerverhalten beruht, das durch empirische Studien gewonnen wird. Diese Dissertation hat einen zweiteiligen Beitrag: Zum einen werden theoretische Erkenntnisse dazu erarbeitet, wie Anwender die Applikationsvielfalt nutzen, installierte Applikationen auf ihren Geräten organisieren, neue Applikationen entdecken und zwischen diesen in der Ausführung wechseln. Die Erkenntnisse hierzu beruhen auf der empirischen Beobachtung von Nutzungsverhalten. Zum anderen hat diese Arbeit ingenieurwissenschaftliche Ziele dahingehend, die Anwender von Applikationen dabei zu unterstützen, ihre Smartphones sowie deren Funktionsvielfalt effektiver und effizienter einzusetzen. Dieser Beitrag resultiert in der Beschreibung implementierter Systeme und verbesserter Benutzerschnittstellen für Anwender. Angesichts der rapide wachsenden Zahl zur Verfügung stehender mobiler Applikationen ist es wichtig, zu verstehen wie Endanwender diese nutzen, denn nur so kann die Nutzung von Smartphones gebrauchstauglicher und einfacher gestaltet werden

INTERACT 2015 Adjunct Proceedings. 15th IFIP TC.13 International Conference on Human-Computer Interaction 14-18 September 2015, Bamberg, Germany

INTERACT is among the world’s top conferences in Human-Computer Interaction. Starting with the first INTERACT conference in 1990, this conference series has been organised under the aegis of the Technical Committee 13 on Human-Computer Interaction of the UNESCO International Federation for Information Processing (IFIP). This committee aims at developing the science and technology of the interaction between humans and computing devices. The 15th IFIP TC.13 International Conference on Human-Computer Interaction - INTERACT 2015 took place from 14 to 18 September 2015 in Bamberg, Germany. The theme of INTERACT 2015 was "Connection.Tradition.Innovation". This volume presents the Adjunct Proceedings - it contains the position papers for the students of the Doctoral Consortium as well as the position papers of the participants of the various workshops