Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational最新文献

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Customer support as a source of usability insight: why users call support after visiting self-service websites 客户支持作为可用性洞察的来源:为什么用户在访问自助服务网站后呼叫支持
Asbjørn Følstad, K. Kvåle, Ida Maria Haugstveit
{"title":"Customer support as a source of usability insight: why users call support after visiting self-service websites","authors":"Asbjørn Følstad, K. Kvåle, Ida Maria Haugstveit","doi":"10.1145/2639189.2639232","DOIUrl":"https://doi.org/10.1145/2639189.2639232","url":null,"abstract":"Though customer support is argued to be a useful source of usability insight, how to benefit from customer support in usability evaluation is hardly made the subject of scientific research. In this paper, we present an approach to gather usability insight from users when they call customer support. We also present a case implementation of this approach: an evaluation of a telecom operator's customer website. We find that the proposed approach provides insight in usability problems, technical issues, and issues of strategic character. Though the majority of the website users called customer support because they were obstructed in their attempt to use available self-service support options, a substantial proportion of the users called customer support as a planned part of their task. On the basis of the study findings we present practical implications and suggest future research.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"67 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124475206","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 5
Gearing up!: a designer-focused evaluation of ideation tools for connected products 做好准备!:以设计师为中心的互联产品创意工具评估
Dries De Roeck, P. Stappers, A. Standaert
{"title":"Gearing up!: a designer-focused evaluation of ideation tools for connected products","authors":"Dries De Roeck, P. Stappers, A. Standaert","doi":"10.1145/2639189.2639204","DOIUrl":"https://doi.org/10.1145/2639189.2639204","url":null,"abstract":"When physical products become increasingly digitally connected, the traditional design space of an industrial designer becomes a blend of physical and digital elements. As a consequence of this evolution, products become a network of tangible artifacts and intangible services. While this opens a lot of design opportunities, it becomes challenging to keep track of the user and system interactions during the ideation process. Therefore, there is a need to revise the design ideation and conceptualisation tools available to design products and systems that allow interaction with both digital and physical product elements. Starting by identifying the challenges currently faced by designers, the research presented in this paper introduces and compares two creativity support tools that focus on the generation and definition of connected products. Using a combination of quantitative and qualitative methods, the comparison results in a set of requirements of what a creativity support tool for connected products concept generation should consist of in order to be useful for industrial designers.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"415 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122856459","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 8
Let's compare prototypes for tangible systems: but how and why? 让我们比较有形系统的原型:但是如何以及为什么?
Kirstin Kohler, Thorsten Hochreuter
{"title":"Let's compare prototypes for tangible systems: but how and why?","authors":"Kirstin Kohler, Thorsten Hochreuter","doi":"10.1145/2639189.2639229","DOIUrl":"https://doi.org/10.1145/2639189.2639229","url":null,"abstract":"We introduce a model (called Filter-Fidelity-Profiles), which allows us to describe, classify and systematically compare prototypes for tangible systems. Our Filter-Fidelity-Profiles (FFP) are based on two axes. One axis (the filter) reflects the quality of elements represented by the prototype. It provides a product centric, structured view on the design space of the final system. The second axis defines the fidelity (closeness) of these elements in relationship to those of the final system. Based on our literature survey, as well as our experience in industrial projects, the creation of prototypes is often more focused on capturing the design intent of their creators and lacks a more comprehensive view, considering the evaluation of these intents. Therefore it might miss opportunities in terms of efficiency and effectiveness during the design process. The reason being, that prototypes might have the wrong focus, and therefore might even cause errors during evaluation. In order to focus more on the relevant aspects of a prototype, our model works towards a definition of fundamental building blocks, and provides a language to describe them. This is a necessary first step to make prototypes comparable. Dedicated comparisons, allow us to investigate the variations between different prototypes in subsequent steps within the same project as well as between different processes and reveal its appropriateness for answering particular design questions. The FFP therefore aims to improve the usage of prototypes in general.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117110108","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 2
Gamification of online surveys: conceptual foundations and a design process based on the MDA framework 在线调查的游戏化:基于MDA框架的概念基础和设计过程
Johannes Harms, Christoph Wimmer, Karin Kappel, T. Grechenig
{"title":"Gamification of online surveys: conceptual foundations and a design process based on the MDA framework","authors":"Johannes Harms, Christoph Wimmer, Karin Kappel, T. Grechenig","doi":"10.1145/2639189.2639230","DOIUrl":"https://doi.org/10.1145/2639189.2639230","url":null,"abstract":"Gamification has been employed to make online surveys more engaging to fill. Related work has evaluated the psychological and behavioral outcome of gamified surveys, but has been unclear about design methods and best practices. This work discusses foundations, relevant design dimensions (game elements, survey areas and the design process), and critical issues concerning validity. It then proposes a structured process for survey gamification based on the MDA (mechanics, dynamics, aesthetics) framework. An evaluation of the proposed process within a case study is briefly presented along with preliminary, but promising results. The gamification process is put forth in the CHI community for further discussion, evaluation, and application.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"43 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125365994","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 30
Towards collaborative communities: a preliminary study on exchange of goods and services in local contexts 迈向合作社区:地方环境下商品和服务交换的初步研究
Steven Tait, C. Leonardi, M. Zancanaro, Michele Caraviello, B. Lepri, P. Massa
{"title":"Towards collaborative communities: a preliminary study on exchange of goods and services in local contexts","authors":"Steven Tait, C. Leonardi, M. Zancanaro, Michele Caraviello, B. Lepri, P. Massa","doi":"10.1145/2639189.2670260","DOIUrl":"https://doi.org/10.1145/2639189.2670260","url":null,"abstract":"In this paper, we present an explorative study aimed at assessing challenges and opportunities for the design of innovative technologies to support the exchange of goods and services in geographically local contexts. A preliminary focus group identified the main dimensions and issues informing the design of a survey, which was submitted to parents with young children and received 102 answers. From the analysis of the answers, three themes emerged as important: favour exchange as a gift; the different relevance that feedbacks have with respect to global peer-to-peer services and the importance of the relationships among the participants.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121548018","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
Evaluating multimodal interaction with gestures and speech for point and select tasks 评估多模态交互与手势和语音点和选择任务
Alvin Jude, G. M. Poor, Darren Guinness
{"title":"Evaluating multimodal interaction with gestures and speech for point and select tasks","authors":"Alvin Jude, G. M. Poor, Darren Guinness","doi":"10.1145/2639189.2670267","DOIUrl":"https://doi.org/10.1145/2639189.2670267","url":null,"abstract":"Natural interactions such as speech and gestures have achieved mainstream success independently, with consumer products such as Leap Motion popularizing gestures, while mobile phones have embraced speech input. In this paper we designed an interaction style that combines both gestures and speech to evaluate point and select interaction. Our results indicate that while gestures are slower than the mouse, the introduction of speech allows for selection to be performed without negatively impacting navigation. We also found that users can adapt to this interaction quickly and are able to improve their performance with minimal training. This lays the foundation for future work, such as mouse replacement technologies for those with hand impairments.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"51 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114682096","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 3
Interactions and applications for see-through technologies 透明技术的交互和应用
Jonna Häkkilä, Thomas Olsson, Ashley Colley, Thomas Pederson, Jens Grubert
{"title":"Interactions and applications for see-through technologies","authors":"Jonna Häkkilä, Thomas Olsson, Ashley Colley, Thomas Pederson, Jens Grubert","doi":"10.1145/2639189.2654828","DOIUrl":"https://doi.org/10.1145/2639189.2654828","url":null,"abstract":"This workshop explores new interaction and application concepts on see-through technology, i.e. technology that utilizes transparent display materials or creates the illusion of transparency. The workshop facilitates the creation of new research directions in the area of HCI aspects of see-through technologies across disciplines and fosters the emerging researcher and developer community in the area.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"70 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116054810","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 6
Keymoment: initiating behavior change through friendly friction 关键时刻:通过友好摩擦开始行为改变
Matthias Laschke, S. Diefenbach, Thies Schneider, Marc Hassenzahl
{"title":"Keymoment: initiating behavior change through friendly friction","authors":"Matthias Laschke, S. Diefenbach, Thies Schneider, Marc Hassenzahl","doi":"10.1145/2639189.2670179","DOIUrl":"https://doi.org/10.1145/2639189.2670179","url":null,"abstract":"To initiate new behavior is challenging, but to maintain this new behavior can be even more so. In this paper, we present Keymoment, a key holder designed to increase physical activity by raising the frequency of taking the bike instead of the car. To accomplish this, it creates friction, but in a meaningful and light way. Keymoment is an example of what we call pleasurable troublemakers -- a genre of interactive things, designed to help people changing themselves. We discuss variations of the Keymoment as well as the general principles, pleasurable troublemakers are based on.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123806800","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 29
Evaluating delight in the user experience of smartphones: case Nokia 评估智能手机用户体验中的愉悦感:诺基亚案例
Heli Rantavuo, A. Harder
{"title":"Evaluating delight in the user experience of smartphones: case Nokia","authors":"Heli Rantavuo, A. Harder","doi":"10.1145/2639189.2670286","DOIUrl":"https://doi.org/10.1145/2639189.2670286","url":null,"abstract":"This case study describes a method and a practice developed at Nokia where we assessed the degree of delight in the user experience of smartphones, and advocated ways to design for more delightful experiences. The described method combines competitive analysis, qualitative assessment and numeric scoring on design. The purpose of the method was to advocate designs that users would potentially experience as more delightful than competitors. Through examples, we describe how we constructed the heuristic and the measure of delight in UX and discuss the contributions, limitations and evolution of the evaluation practice within the company.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123946105","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
SecondNose: an air quality mobile crowdsensing system SecondNose:空气质量移动众测系统
C. Leonardi, Andrea Cappellotto, Michele Caraviello, B. Lepri, F. Antonelli
{"title":"SecondNose: an air quality mobile crowdsensing system","authors":"C. Leonardi, Andrea Cappellotto, Michele Caraviello, B. Lepri, F. Antonelli","doi":"10.1145/2639189.2670273","DOIUrl":"https://doi.org/10.1145/2639189.2670273","url":null,"abstract":"In this paper, we present SecondNose, an air quality mobile crowdsensing service, aimed at collecting environmental data to monitor some air pollution indicators to foster participants' reflection on their overall exposure to pollutants. Currently, SecondNose aggregates more than 30k data points daily from 80 citizens in Trento, northern Italy. The paper describes the system and the results of an initial evaluation. We conclude with an outline of future work on the research and development of SecondNose.","PeriodicalId":354301,"journal":{"name":"Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124434526","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 62
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