1) I am not the user.

2) To understand user experience requires enlightenment which one must experience. O_O.

I think this module has challenged me and broadened my way of looking at a user problem, by attempting to look from the different perspectives of the user. Because the subject matter “user experience” is so elusive, it had caused a certain amount of hair-pulling. But thankfully, the several assignments did manage to inch me closer towards understanding the whole elephant (as in the case of the blind men with the elephant ).

Bad design

I think this warm-up assignment was very interesting because good designs are really so so hard to pinpoint, but once you talk about bad designs, there is a floodgate of them waiting. Makes us wonder how designers design sometimes. But it is always easier to pinpoint the blaring design flaws in other people’s designs of course…

Emotional design

Donald Norman’s view on emotional design helps to put into perspective the way people perceive and feel towards certain designs. This is one important factor to consider when considering the “appeal” that the product is aiming for. However, the nitty-gritty details of what makes a design behavioral, visceral or reflective, will also depend on the users own background, which brings us to the…

Four pleasure analysis

Here creating a persona based on a particular product that my group chose, it was fun to use the four-pleasures to create a persona that would likely purchase that funky pair of platform wedge shoes. Through understanding the physio-pleasure, socio-pleasure, psycho-pleasure and ideo-pleasures of the person, a more holistic view of a potential user is created, and well, this is just one of the ways to get deep into the psyche of our important users… also, there are other techniques like..

Laddering

Even though in my laddering example that I did in class “Becoz 1 is greater than ¼” led to some hilarious answer, essentially there must be more direction when asking users questions in order to drill right down to one of the main issues that concern them the most.

Nightmare ethnographic assignment

This was really an eye-opener assignment because it felt like anything goes. But what was refreshing was the many different perspectives that fellow classmates came up with in such a short time, and each painted a different picture on how to improve the LT experience. Some may or may not work, but essentially I feel that this is how user experience research usually is, subjective and often based on gut-feeling and some common sense. There are so many techniques, but I think if something works, it works. If it doesn’t, keep changing until it does!

Final assignment – Module Wiki

Zooming in on our final project, my team consisting of Amirul, Warren, Yvonne, Xiaofen and I, decided to focus on something close to the hearts of NUS students – the CORS system. By attempting to make the whole process of checking module information integrated, we had hoped to elevate the already stressful period of bidding for modules by making the experience a tad better. Thus introducing the Module Wiki, which would help students make a better informed choice of modules to choose, based on feedback garnered from students who had previously taken those modules.

Of course along the way, we realised that almost everyone had something different to say about improving the bidding experience, which is the beauty of qualitative user research. But I think finally, based on whatever time, resource, talent constraints, we have come up with our very own version of an improved bidding experience.

The Final Prototype!
Visit: cors.darguel.net

Alas, this is my final module to bid adieu to in my final semester ever in NUS!
To my dearest teammates, thanks for all the memories and hilarious times together! =)
Thanx Mr Reddy for all your “enlightening” stories and snazzy slides effects!
The rest of the folks continuing in NM… have fun!

So after reading Christopher Faley’s article, I am inclined to think that there really is no such thing as objective user research. As long as users are humans, we can never be “object”ive, since we are not objects.

And as long as researchers remain humans, how they interpret the results of their findings will also depend on their own experiences and the unique perceptions, the different “looking glasses” at which they perceive matters. All these will have a certain bearing on the outcome of the research results.

But as humans, I think we are rather inclined (or “suckers”) for numbers, statistics, and bombastic looking figures to make everything look scientifically aye okay. And as the author mentioned, this will also help to convince those without design background about good decisions about designs. Kind of like what was mentioned, “bulletproofing” opinions to convince those in the top ranks who are less design inclined and more figure-driven.

Then again, layman people like me trying to grasp an inkling of the whole user experience need to start somewhere. What is good common sense? What does it mean to have a good sense of users? So standing on the side of the author, these “less-rigorous” methods are definitely very useful. Even for the so-called sophisticated methods, I think they should not be taken so seriously just because they have a bigger budget, but on the types of results that are produced.

I thought that the author was abit too harsh on the Persona room, which I think is actually a pretty cool way of bringing personas as close to reality as possible. But then again, it does seem like just an expensive extension of this low-cost methodology of persona building.

I liked how the author actually compared the impact and value of this kind of research to how a novelist researches to help create a more realistic world. However in the end, her real work is to create works of fiction based on her imaginatio, much like the designer who creates a work based on what she perceives is best from the research that she had collated.

According to Norman, design is a form of communication. And I think that this communication is often located within a bigger network of nodes, for eg. the paying client (often a HUGE node). So I guess it really depends on the goals and politics of the particular company who employs the designers, how they would want to serve their users – who are ultimately their kings.

Possible factors

1. Environment – eg. the size of the LT
2. Human
   • Teachers – eg. boring, interesting…
   • Students – eg. Bored, interested, hungry…
3. Timing – eg. Too early (like 8am), too late (like 6pm)

Methods employed for the study (although due to time constraints most of the video recordings were omitted)

• Observation in a big (LT11) vs. small (LT12), lecture hall structures
• Video recording of lectures,interviews
• Interviews with fellow students, professional

Observations Made
Main problems:

• Environment & technology:
  • too big
  • bad lighting
  • unable to hear the lecturer from the back
  • unable to see the front of LT clearly

  When lecture halls are too big, the lecturer is situated too far infront. Students tend to squeeze right at the back so either they will tend to chitchat or zonk out or are unable to connect with the lecturer.

• Human:
  • Lecturer:
    • Interactivity of the lecturer
    • Incentives and repercussions of listening to lectures
  • Students:
    • Personal motivation/ attitudes towards learning
    • Lectures too early

We also did several interviews with 3 students and 1 professional working at Centre for Development of Teaching & Learning (CDTL) for their views on lectures.

Laddering Interview: Ms. Alanna (student)
Question: Do you listen to lectures in LT?
“Yes but I will go only if I want to listen.”
“Sometimes lecture hall are too big for the class and the lecturer doesn’t know how to utilize the big LT.”
“Sometimes the mike is too soft for people to hear what he is talking about”
“Students don’t inform lecturer when they cannot hear him and they start talking among themselves and people who want to listen cannot hear properly”

Observations in LT32
Sitting incognito (by trying to hide at the back) in one of the GEM lectures held in LT32, I realized that even though it was an early morning lecture who started at 8am, the students were pretty much attentive. What was so peculiar about it? It was the fact that the lecturer walks around and randomly picks on students to answer his questions! Even though it was a huge LT, nobody was “safe” and so students were likely to be paying attention. Also, the lecturer was humorous and brought along many props and tools to help further illustrate his points on his powerpoint presentation.

So some plus points include:

• humorous
• good use of technology – wireless mike, powerpoint
• walks around asking students questions
• = motivation for students to listen

Possible downside for students:

• unable to “hide”
• possible embarassment if picked on to answer while “stoning”

With all that in mind,
Possible solutions

• Adopt better technology to aid lectures
  • E.g. Wireless headset – Ease of movement and clarity of sounds
  • Hook up microphone to LT speakers

• Education
  • Lecturer should be educated on how to present properly – in our interview with Mr How who works in CDTL, we learn that actually such courses are available for teaching staff
  • Lecturer should attend workshop on how to utilize the equipments.
  • Regular workshops to update themselves (or if time does not permit, at least get the basics right )
• Incentives
  • Interactivity of lecturer
  • posing questions during lecture
  • discipline enforced by lecturer

As with any study, it is unable to capture all angles of the issue so more reviews to come of the other groups’ presentations when it’s all wrapped up~
A few interesting concepts include,

• the Fengshui concept by YanYan, JingYing and Chung Hau, which focused on changing and improving the environment
• the Maslow’s hierarchy of needs concept by Peili, Leon, Andre that relates to the motivations of students
• Cultural rather than technological considerations that affect lecture experience by Amirul and Warren
• and so on…

My dear partner, none other than Ms Aw-Yeong Yan Yan!!!

in a very highly singaporean stylized raw form transcript: (singlish lah!)

The question goes: Why do you like MSN?
Yan: Can interact with friends whom i seldom meet up.
Me: Why want to interact?
Yan: Coz friendship is important.
Me: Why value friendship?
Yan: Becoz 在家靠父母，出外靠朋友！(very very loose translation: we depend on parents at home, but we depend on friends outside.)
Me: Why need to 靠朋友? (depend on friend)
Yan: Becoz need to depend on friends for help
Me: Why you need help?
Yan: Coz the whole is greater than the sum of its parts.
Me: Why do you think the whole is greater?
Yan: Becoz 1 is greater than 1/4.
Me: ……………..
Yan: BWAHAHAHAHA!

~fin~

1) Physio-pleasure: Pleasures connected with touch, taste and smell as well as feelings of sensual pleasure

2) Socio-pleasure: Enjoyment derived from relationships with others

3) Psycho-pleasure: Related to the cognitive and emotional reactions

4) Ideo-pleasure: Related to people’s values

n

n

n

Pairing up with Xiaofen last week, we did a Reverse Marketing Analysis (RMA) on a pair of platform wedge shoes which has a bright bold flower motif at the back and some funky details on it. We have categorised the shoes as a high end fashion item produced by big shoe brand like Nine West or something. (although, there is a high chance the shoes may appear as a cheap imitation at some sale, but for the purpose of this assignment I will narrow my options ) Based on that impression, we actually came up with a target user profile.

In our intial analysis, the main characteristics of our user are:

• mainly female
• late 20s/30s OR the adventurous aunties in their 40s
• bold, independent, fashionable
• attention-seeking, expressive, enjoys being in the centre of attraction
• will sacrifice health for the sake of fashion (one wrong step in that and byebye to ankles)

Physically, she will be:

• medium build, towards the smaller size as the shoe may not be able to support the heavier build

Career-wise,

• for the late 20s-30s, working in the creative industries, arty-farty
• where individuality counts the most
• for the aunties, small business probably selling accessories, nail art or crystals etc
• not the office career woman type

And so, here’s a closer look at one of the possible users and a possible mobile phone that will suit her best.

Samantha “please just call me Sam” Wu, 45 years old
(Kindly refrain from calling her ‘Auntie’)

Samantha, 45, is one woman who is not afraid to express herself boldly. She loves colours bright and loud, and all things bling, which pretty much ensures that no able-sighted pedestrian would ever miss her on the streets. She is bilingual although she is much more articulate in Mandarin compared to English.

One of her fashion role models is Taiwanese pop singer Jolin Tsai, and she never fails to change her nail art at least twice weekly, in order to match her ever-changing outfits. In her heydays, she was the undisputed disco queen but ever since she met her husband, she is determined to focus her energy on being the best homemaker for her family.

Even when her kids were young, she would make the most out of her time by holding Tupperware parties regularly over at her place. Her husband works in the real estate industry and now that her two kids are pretty much grown up, with one studying overseas and another working, she is able to channel her creative energies into her first love — indulging in Swarovski crystal accessory making and selling.

Jolin, Sam’s fashion icon

Four-pleasure analysis of Samantha
Physio-pleasure aspect: (sensory)
tai-tai-ish indulgence in aromatherapy, spas, bling things
Samantha loves indulging in aromatherapy and spas to relax herself after a long day of shopping. She enjoys looking at pretty sparkly things and is drawn to small objects that can fit into her purse.

Socio-pleasure aspect: (social relationships)
fashion leader, staying connected through calls
She enjoys being the informal leader of her social circle whom she met through their common hobby of swarovski crystals and through her husband’s contacts. Although she is quite generous in giving out fashion tips to her friends, she prides herself at being more at the “forefront” of fashion trends as compared to the rest and is always seeking ways to show-off her individual style. Nonetheless, she enjoys being a leader-figure. As many of her loved ones and friends are jet setters and based overseas, she likes to stay connected by calling them up. She never leaves home without her handphone as she will often show-off the photos of her children, her latest crystal works to her friends.

Psycho-pleasure aspect: (usability)
enjoys being creative, sense of control, stay updated with trends
Samantha enjoys being creative by creating her own accessories that bear her own signature of style. She likes the sense of control and achievement that come from creating something personalized and unique from scratch. Be it earrings, necklaces or handphone accessories, she will spend alot of effort finding the right colours of crystals and check out the latest designs through fashion magazines and entertainment news especially on the Taiwanese channels on cable or websites.

Ideo-pleasure: (values)
go-getter, hard work in order to succeed, need to be noticed
Samantha has always been a go-getter who knows what she wants and will go all out for it. Just like how she took the initiative to “chase” her husband, she believes that everything worthwhile in life has to be earned through hard work. Once she feels she has accomplished her goals, she is able to relax. Her motto is to “work hard, play hard”. She feels that in order to succeed, you need to be noticed. And so, she feels that how a person dresses and presents oneself is very important, and she will never be slipshod about it.

Therefore the phone that she needs…
Product specifications:
Looks:

• Light-weight – for frequent travelling and shopping (need)
• Small – to fit into her purse (need)
• Brightly coloured and sparkly (appreciation)
• Must be at the forefront of the current trend (appreciation)
• · Able to showcase individual sense of style (appreciation)

Functions:

• Able to store at least 2 GB worth of information such as photos, contacts of loved ones and friends (need)
• 3G technology which allows her to video conference her loved ones overseas, to surf for fashion news (need)
• Able to customize, switch off whatever programs she doesn’t need (appreciation)
• Long battery life as she’s always on the go (need)
• Easy to type keypad (need)

According to the points mentioned above, the closest moblie phone i would suggest is Motorola’s MOTORAZR V3 which is slim, light-weight, trendy and most importantly for Sam, it looks good. Plus the fact that she can indulge in her glittery hobby by personalizing her handphone with those DIY crystals, while at the same time showcasing her creative talent.

Sam’s mobile phone
(not actual phone but just projected look O_O)

oo

o

According to Donald A. Norman, emotional design refers to three different processing levels by people: visceral, behavioral, and reflective.

“These three levels translate into three different kinds of design.
Visceral design refers primarily to that initial impact, to its appearance. Behavioral design is about look and feel — the total experience of using a product. And reflection is about one’s thoughts afterwards, how it makes one feel, the image it portrays, the message it tells others about the owner’s taste.”

Therefore with these in mind, I will zoom in on three wristwatches made for women and attempt to rate them according to my own humble opinions to the three emotional design factors (out of a rating of 5):

• visceral (attractiveness)
• behavioral (functional and usable)
• reflective (prestige and status)

Watch #1: Chopard‘s Super Ice Cube
Origin: Swiss
Price: US$1,120,620.00 (ka-ching!)
The Reflective Design

Description:
This watch has made it to the list of Forbe’s most expensive watches list in 2004. According to Forbes,

“Chopard’s “Super Ice Cube” is practically dripping with pricey ice–66.16 carats of diamonds altogether, including 1,897 brilliants, 288 trapeze-cuts, and a center case set with 16 squares.”

Visceral: 5 / 5

Sheer brilliance.

If the diamonds don’t attract you (or blind you for that matter), I don’t know what else will.

Behavioral: 2 / 5

Bare minimum functions.

It serves its basic function of telling time and that’s basically it. The face does not seem to have any numbers and I wonder if the face is too sparkling to allow you to see it anyway. Anyway, for those ladies looking for a watch suitable for scuba-diving or rock-climbing, this is not your type.

Reflective: 5 / 5

The ultimate status show-off.

If you are its owner, you have arrived, at least in high society’s eyes. Either that, or you are a very (very very) fortunate tai-tai.

Watch #2: Timex’s IRONMAN* Triathlon® 30-Lap Shock with Flix
Origin: U.S.A.
Price: US$75.00
The Behavioural Design

Description:

According to Timex,

“Accept no imitations or limitations. There is only one Timex IRONMAN* Triathlon®. Stylish enough for the weekend warrior, technical enough for the extreme athlete. Don’t swim, bike, run, jump, climb, throw, or kick without one.”

Visceral: 3 / 5

Sporty and outgoing.

Will appeal to outgoing ladies. Although it might seem a tad bulky but it has an appealing colour combination white, pink and grey to soften its image and give it a more feminine touch.

Behavioral: 4 / 5

Many functions.

• Digital Display
• Water Resistant to 200m
• Timer
• Time Zones
• 30 lap recall
• 6 year battery life

The common functions that most people will expect of a sports digital watch these days.

Reflective: 3 / 5

The sporty girl companion.

Wearing it gives one a sporty and game-for-anything appeal. It is a very practical watch for active ladies. Or also perhaps for klutzy people, at least it looks like it won’t smash (or cause you to scream, shriek, pull-hair-out) the minute you drop it. (Refer to Watch #1)

Watch #3: iPattern
Origin: Japan
Price: US$52.68
The Visceral Design

Description:
According to TokyoFlash, an online watch retailer specializing in Japanese watches,

“The iPattern is a one of a kind LCD watch with a unique set of time telling readouts. Time is read by splitting the display into 2 halves. Top half for hours & bottom half for minutes, and the day of the week is indicated by written characters MO, TU, WE etc that curves around the display. You can easily jump to any mode by pressing one of the buttons. The strap is none adjustable, but it fits most small to medium size wrists comfortably. It’s made from solid plastic that can bend to fit.”

Visceral: 4 / 5

Stylish and clean design.

The smooth white case definitely appeals with the popular iPod-ish obsession of clean smooth white designs. Even the name of the watch sounds similar.. hmm.

Behavioral: 1 / 5

Complicated.

Even based on the description provided by the website, one can only go “Huh?”

Time is difficult if almost impossible to tell just by one look at it. There’s some sort of pattern for you to figure out. Definitely not for those hard-pressed for time because you will spend more time figuring out the time.

How to tell time according to iPattern.

Reflective: 3 / 5

Fashionable and chic.

Definitely makes you look modern and hi-techy. Just don’t use it to find out the time.

Bringing you the latest scoop fresh from the Ladies’…
The badly designed Automatic Toilet Flush!

As seen in the picture above, the automatic flushing sensor is placed high above the squat toilet. When a user enters, it “detects” the person and activates some sort of timing which proceeds to flush automatically after some time, regardless whether or not the user is still present.

The system is placed too high up and is unable to determine the presence of a user who is still squatting (it is a squat toilet after all! >_<). This results in an unwelcome flush of cold water unto the unsuspecting user.

o

User reactions:

n

Feelings towards the product (actual comments in parenthesis):

• Gives more problems rather than offering convenience. ( “Wet my butt with the dirty toilet bowl water!”)
• Had to cover the sensor so that it doesn’t flush all the time. ( “Can’t even do my business in peace.”)
• Dumb design. Wastes more water instead of conserving it.
• Irritated and disgusted.

nLesson learnt from interaction:

• Only suitable for quick reliefs
• A toilet bowl convert – boycott the automatic flushing squatting toilet!

nImpression of brand:

• Not many people take note of brands of flushing systems but here are some impressions nonetheless:
• Inept research and development team. ( “Engineers of the company are lousy or the QC department is asleep!”)
• Affects the image of the place it was located in. ( “What kinda flush is this? What kinda place installs this??”)

oMy reflection:

Automatic flushing systems have been widely known for splashing unwitting users who are half way done but this one takes the cake. On hindsight (no pun intended), this poses more of a problem for those with tummyaches as they will be squatting for a longer period of time, as compared to users seeking quick relief as they would have already left before the sensor activates the flush.

The system could possibly be modified by simply shifting the flushing sensor lower in order to detect the presence of a user. Or else, the whole “automatic” system could be removed and reverted back to the manual flush. This applies also to the auto flushing systems for toilet bowls which tend to be “trigger happy” and flush at will even when you’re still seated and leaning the slightest bit forward. However, if there are hygiene concerns about the use of hands to flush manually, perhaps a flushing pedal could also be considered, which is available overseas.

However, ever since the bad experience I personally encountered quite some time ago, I was glad to note that they have since modified the flushing system to activate only when the user stands up again, which of course made more sense. However, there was the chance that the flush may fail to activate if the user moved away too quickly. So I guess there is still much room for improvement for automated flushing. (either that or Singaporeans’ toilet etiquette. ><)